V2 Rubric Detail — a8cd4ac6-70d3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 20:22
Duration
19m 29s
Contact
William Castro
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00134842
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Set up
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall82.3% (+14.3)

V2 Grader Summary

The agent correctly diagnosed the setup failure on the MX6200, applied the appropriate 5-press and web UI resolution path per KB, and maintained ownership. While technical accuracy and troubleshooting were strong, the resolution was not fully confirmed, and empathy, while present, was not fully explicit. Call control and next-step clarity were adequate but not optimal, resulting in a partial resolution.

V1 Case Analysis

Customer reset MX6200 router and required setup instructions after Linksys app deprecation. Agent provided correct 5-press reset procedure, default SSID/password guidance, and instructions to configure via myrouter.local. Offered to email detailed steps but email capture was unclear. Advised resetting child nodes (MX2000) if needed.

Troubleshooting Steps
  • Confirmed router model (MX6200) and serial number.
  • Explained LED states and the 5-press reset procedure for automatic setup.
  • Guided the customer to connect to the default 'Velop Setup' SSID and access the web UI at myrouter.local to change Wi-Fi credentials.
  • Advised on resetting and re-adding child nodes (MX2000) to the new parent router.
Key Observations
  • Agent correctly used the 5-press reset method, which is supported on MX6200 (per universal_5press_models.md).
  • Accurate guidance on LED states: solid blue = ready for setup, solid white = online (per ax_maxstream_wifi_connectivity.md).
  • Correct instruction to use http://myrouter.local for web-based setup (per universal_app_transition_notice.md).
  • Introduced off-topic discussion about Velo7 stock status and MR9600 comparison, which was not relevant to the customer's immediate issue.
  • Email address was captured phonetically but not confirmed or repeated back, risking delivery failure.
Positive Highlights
  • Provided accurate, KB-backed setup instructions using the 5-press method and web interface (per universal_5press_models.md and universal_app_transition_notice.md).
  • Correctly explained LED states for MX6200 (per ax_maxstream_wifi_connectivity.md).
  • Collected essential device information (model, serial, ISP) and confirmed customer name.
  • Offered to send a written guide and explained next steps clearly, including support hours.
Agent Errors / Gaps
  • Did not confirm or repeat back the customer's email address after phonetic spelling, increasing risk of failed delivery.
  • Introduced irrelevant product information (Velo7 stock status and MR9600 comparison) that was not requested and distracted from the core issue.
  • Repeatedly mentioned the Linksys app as a method to change Wi-Fi name/password, which contradicts KB guidance that the app is no longer recommended for setup or management (per universal_app_transition_notice.md).
  • Failed to clarify that the 5-press method is not a factory reset but an automatic setup trigger, potentially confusing the customer.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent provided correct setup steps (5-press, web UI) and committed to email instructions, but did not confirm successful setup or device connectivity — resolution was initiated but not verified.
R2 Met Diagnostic thoroughness conf 93%
Agent identified the core issue (failed app setup), diagnosed current state via LED color, confirmed factory reset was performed, and prescribed the correct 5-press + web UI path — a logical, targeted troubleshooting sequence.
R3 Met Correct resolution path conf 98%
Agent correctly directed customer to use web browser (myrouter.local) and 5-press method for MX6200 setup, aligning with universal_app_transition.md and 5-press pairing guidance for this model.
Technical Accuracy
T1 Met Technically accurate info conf 91%
Agent identified symptom (router not setting up via app), asked about LED state, confirmed reset was done, and inferred the need for 5-press + web setup — demonstrating logical diagnostic progression.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (remote access, logs) were needed; agent used correct procedural knowledge from KB to guide customer through reset and setup — appropriate tool use for the scenario.
T3 Met No misinformation conf 99%
All technical guidance — 5-press method for MX6200, solid blue = ready for setup, use of myrouter.local, need to reset child nodes — is accurate per KBs including universal_5press_models.md and universal_app_transition_notice.md.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained general control but had multiple long silences, abrupt transitions, and failed to set clear expectations about email timing — call pacing was inconsistent.
C2 Met Confirmed understanding conf 94%
Agent used plain language, repeated key steps, adapted to customer’s frustration by offering email instructions, and confirmed understanding through repetition — communication was accessible and responsive.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, followed through on email commitment, and offered continued support — demonstrated full ownership.
O2 Partially Met Proactive follow-through conf 92%
Agent committed to sending email instructions but did not specify when it would arrive or confirm if a follow-up call was needed — next steps were clear but timeline incomplete.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and agent provided correct resolution path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and agent provided correct resolution path.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent acknowledged customer’s frustration about the failed setup and time loss, and offered email instructions to reduce future effort — showed empathy, though not explicitly apologetic.
X2 Met Tone & rapport conf 91%
Agent adapted to customer’s emotional state by slowing down, repeating instructions, offering email support, and allowing space for questions — maintained engagement despite customer’s irritation.
X3 Partially Met Overall experience conf 87%
Agent asked customer to spell email and provide serial number — necessary steps, but could have reduced effort by confirming if serial was on device label.
Call Transcript37 turns · 38 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to Lenksis support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out-of warranty product, paid support option may be available depending on the issue. [*beep*] Hi, thank you for calling lensis, this is Joy, how can I help you today? Yep, I can hear you. [silence]
00:00
Speaker 1
They never asked me for my network information. And it never, and then it wanted to, it wanted to put in the, the, the password that you, I wanted to actually do like a new router and it just screwed up my whole evening. And I had, I went back to my old router, but it was difficult to get my router to back go back to work. So what, why did it do that? It makes you do 100. What do you need? One number. No, no, no, no. I'm not, I'm not going to set it up right now because it was an awful night. I had no TV Now, and I'm, I kind of worked my position, so I didn't I needed internet. So I went back to the question. I want to ask you is this. I reset the router completely.
01:00
Speaker 2
Um, right now what's the led light of your router the six EE the MX6 200? Yes. Um, what is the lead light at the top? Is it solid white or is it solid blue? Hmm.
01:00
Speaker 1
[KEEP_UNCERTAIN] to go back to a new setup. I held the button completely reset it because I don't want it to. I had another another house that I bought a mesh router similar to the one I have out of Wi-Fi. I think it's a five or six mesh, but it's an older model. And when I replaced it up at the other home, I just did the thing on the on my phone. It took me 15 sec and everything connected and everything. But this one didn't do that. So I reset it again. So now when I reset it, I plug it in and I follow the directions on the phone, right? Right. The only thing that I don't think I might have done different is should I have to wait for two and a half minutes before I did something and I didn't wait the two and a half minutes. That will cause it not to connect. What? Wait, a sec.
02:00
Speaker 2
The link's this app is no longer compatible for setting up the nodes, but you can still log into it. The Link's app is like you can
02:00
Speaker 1
Why? Okay, but wait a second here. I reset it. So how do I set it up now? Because I don't want to have to go through connecting all my cameras and everything I have around the house. I want to always just do it flawlessly. So how do I what do I do to set up this new Linksys router? I'm not doing it right now. I just want the directions from you then I'm going to do it sometime. But what do I do now? It's a this is the model MX6200. If I disconnect my old router then it's a Linksys, what do I have to do then? [silence] If [silence] if I put that and I go ahead and register it. [silence]
03:00
Speaker 2
You can no longer set up your nodes using the Linksys app. Um you. Um, D D denied an update and the update is one of those. They removed the setup. So, for you to set up your router is to access the web interface or by just simply pressing this reset button five times to set it up automatically. [silence] Uh. Once you connect your um new Linksys router, it will show
03:00
Speaker 1
wait a second. Wait a second. Wait a second. I mean, I don't use my app anymore. Well, how do I set it up then? if there is silence or no speech, [silence] yeah. if there is silence or no speech, [silence] if there is silence or no speech, [silence]
04:00
Speaker 2
Show up the new Wi-Fi name, right? Like Velop Setup, the one that's at the bottom of the router. So you connect to that one first, and you need to use icon. Mhm. Yes, the app is no longer available for setup. You can just press the reset button of the router five times. Once it will go solid blue, you press the reset button five times to set it up automatically. And once the light will turn solid white, you connect to it, using the default network name Velop Setup, and use the password that's at the bottom of that router. And if you wanted to change that name and password, you need to access the website myrouter.local for you to manage your network and change your one. [silence]
04:00
Speaker 1
Oh, okay. So you saying that I connect? Okay. Now I pushed a button in here. For 20 seconds to reset it and it went red and then it went faint at away and then it turned off. So that's ready to go now. What does it mean automatically? You have to hit it five times. And then what happens then? What does that do then?
05:00
Speaker 2
Yeah, it will reboot first, like it will go back to blinking blue. You just have to wait for it. And once it will turn solid blue, you press the reset button five times to setup automatically. Yeah, the reset button, one press every second, the small button. It will automatically start the Linksys router, but it will use the default name and the default Wi-Fi password that's at the bottom of your router for you to connect to your Internet.
05:00
Speaker 1
Yeah, but how do, but I still, I still do it with my Linksys app, don't I? It's no words in here. Okay. I need, this is a more complicated. So, if I disconnect my old router, take this router, plug it into the wall, how do I put my name, how do I put setup and password when I don't have it connected to anything? Well, wait a second. Where are the, uh, wait, what are you talking about?
06:00
Speaker 2
And if you wanted you change it, just access your router settings using your computer. You can also use the Linksys app if you wanted to change the Wi-Fi name and password. You just have to make sure that your phone is connected to the default name of your router. You need to connect first to your Wi-Fi network of that router. When you go to your Wi-Fi settings, it will show up the available networks and you just
06:00
Speaker 1
So I have my computer on and I put the router on and it'll blink blue and then it'll go white. And then I have to go to my computer to identify the router I want to develop. And then I, then I put the name of the, the setup name and the password and then it'll connect to my, then the Wi-Fi will be connected, right? And then how do I connect to all my other uh nodes and all my other, my tele TV and everything? How do I do that? My router what? My router what? Uh local. Are you ever
07:00
Speaker 2
Mm-hmm. Yeah. The vell up. So, you need to connect to that one first. Mm-hmm. Yes, sir. So, you need to connect them also to the network name that up. But if you wanted to change that name, you since your computer is already connected to it, you access the website myrouter.local so that you can access the router myrouter.local.
07:00
Speaker 1
Alright you can just send me these directions in an email or not? Okay. Okay so once I change my the name of my uh router and my own password then it'll connect everything automatically then? Okay. So they'll connect again automatically once I once I do that. Okay. Um and everything will will just work automatically. So the the the the Linksic app doesn't do that anymore? Okay. Okay. Yeah please start. [silence]
08:00
Speaker 2
Sure, I can send you the email instructions for the setup process and the login also. Mmm. Yes, you just have to make sure that you use the exact old name and old password where your devices are connected to before. Yeah, sure. Mmm. Um, you can still use the Linksys app if you wanted to change name and password, but for the setup process, you can no longer use the Linksys app. ok may i have your email address please? [silence] oh sure. [silence] so that's w for whiskey o for Oscar t for Tangle s for Sam a for Apple. [silence] oh. [silence] ok. that's true ok.
08:00
Speaker 1
Okay. But if I, push the button already for 20 seconds and it turned red, and then it turned off, that means it's been reset to factory, correct? That's what I did. So I wanted to do, I do that first, and then I go, then I let it go blue, solid blue and then I, then it becomes white, you said? And then, and then I have to hit the reset button five times every second, once it's solid blue, correct?
10:00
Speaker 2
Yes, sir. Yeah, once you plug in the router, it will boot up first. You just have to wait for it to reboot. It will go blinking blue. Then you wait for the router to turn solid blue before you do the five press on it to set it up automatically. Yeah, it will go back to factory default settings. So pressing and hold will go to factory. Yeah. That's all right. Um, it will go solid blue. That means it's ready for setup. Then you do the five press to set it up automatically. Yes. Yes, sir.
10:00
Speaker 1
Okay, let me ask your question. If it doesn't work, am I able to go back to my old router or not? So if it doesn't work, I just, Excuse me. Oh, I don't know if I already said it. Okay, so if it doesn't work, I can just unplug this router and connect my old router up again. Correct? And I wouldn't do anything? I don't have to go into my I don't have to go into my laptop or anything, do I? Okay. Now I have two nodes, two nodes that I could, do I disconnect them before I could before I connect this one or leave them connected?
11:00
Speaker 2
Uh-huh. Yeah, you can still connect your old router as long as you did not reset it. As long as you did not reset the other router, that's all right. Yes, sir. Yes. Yes, sir. You don't have to do anything. As long as you did not reset the old router, you can just connect it back. It will still work. Like, um, what do you want for those, Knowles? You want them to be your child nose or your extenders.
11:00
Speaker 1
they're extenders, so they're their extenders already set up with what I have back here, so do I just leave them alone, do I leave them alone, or do I disconnect them once, set this up, but if I change the name and password, what will it recognize is the same name. Okay. how do you do that? You have to they the recent button then redo them again.
12:00
Speaker 2
Okay. [silence] Um, once you set up the new parent node, the MX6200, um, you need to reset the other nodes too, if you want them to be connected to that new main router. Um, you try to change your name and password first for your new Linksys, um, parent node, and then try to check if they will reconnect automatically. [silence] But if not, then you have to reset and re-add your child nodes. [silence] Yeah, you have to push [silence] a present holly reset button. [silence] And then after that, uh, just by the power setup, um, by the automatic setup. [silence] Uh, [silence] in the Linksys app, you can find the feature. Uh, yes, in the Linksys app. [silence] Um, so please try that one first and check if there will be reconnect. [silence] Do I need to make another [:phone:].
12:00
Speaker 1
Let me see two of the routers that I have set up and they are model number they are Velop, MX2020. What's a what's a white color for? What's a white?
13:00
Speaker 2
May I know what's the model number of those? Uh router. That you want to be a child node? MX2000. Okay, I see. So, they have different setup light. So, once you reset them, it'll turn solid purple or hot pink. And once it will go online, it will turn solid blue. And for the MX6200, the newer model that you have, the ready for setup light is solid blue and the online light is solid white.
13:00
Speaker 1
I'm line. Okay. Why didn't I get's me? Oh yeah, because I never got any directions or anything, but I'm ex I could do it sometime when I have time to do it and I'm not working because I'm a radiologist, I need to turn my computer working. My model number, need the number? 58 W 10 M 2 T 5 2 K 3 E O977. Comcast. William Castro,
14:00
Speaker 2
Uh, white means it's online for the newer model that you have. Yes. And solid blue is ready for setup. Um, may I have the serial number? Uh-huh. The serial number of your new Lynxess router. Okay. Serial number, yeah. Yeah, and who is your internet service provider? Um, may I have your first and last name, sir? William Castro.
14:00
Speaker 1
I appreciate that. So, let me ask you a question. What is the best time to do that? Because I have to, I work until like 4 o'clock. Is it better to do it right at 4 o'clock to reach somebody or do I wait till, what time till evening do you guys available to answer a call? Okay, that'd be questions. Okay, because last time I called on a Friday, nobody was answering at 7 o'clock and it was, I was getting ready to leave for a trip and I was panicking. So, uh, probably do it early in the day. Maybe at 4 o'clock when I'm done with my work. Okay.
15:00
Speaker 2
All right, so I'll be sending you the instructions for the setup procedure and also for adding the child node, if you want to add it yourself. Um, yeah, you can try the email, but if it doesn't work, you really need to call us for that so that we can, um, help you with the setup process. Um, we are available 8 a.m. to 11 p.m. Eastern Standard Time, Monday to Friday. Mhm. Yeah.
15:00
Speaker 1
Okay, now, let me ask you your questions. Now that I've reset this, right? Wait until it gets the dark okay, the blue, and then you got to give me instructions to hit hit the button five times underneath, and then proceed to do that. Okay, because when I try to set it up, it, I used my phone instead to go through the phone stuff. Why didn't it, it was doing the phone stuff, why didn't that, it seems like it was working. It recognized it. When I used the Link app, Uh, that was a nice one. Why did you guys do that? That was a nice thing to do quicker? It took me 15 seconds to do the other ones about a year ago. Okay. Now, development seven has never come out. [silence] [silence]
16:00
Speaker 2
Yeah, the app will still recognize the router if it's already set up. But if you're setting up a new device, you can no longer use the LinkSys app.Um, yeah, but we have some, like, changes with our system too, so yeah, they made some updates for that.
16:00
Speaker 1
United States. United States, United States thing, gentlemen. [silence]
17:00
Speaker 2
Um, I think the Velo7 is already like out of stock. So if you can no longer see them. Yeah. We no longer also we um like restock since we no longer manufacture it for the Velo7. Uh the Pro6E and uh the Velo7 are the latest models. Yeah, if it's no longer available then that means it's already out of stock. Um we don't have any new release models yet. So and it's also not not this close to us yet. What is the model?
17:00
Speaker 1
okay. So this, this one, is better than the one that I have right now, which is a, I'll tell you what I got right now. It's just acting up a couple of times, I just lost the signal. What I have right now is a model MR9600 series. Is that still a good model? A good modem? Okay, well Okay, well, I'll try to set it up sometime, but I didn't, I mean, they didn't tell me any of this stuff. They just said it just didn't give any directions on this thing. There was no directions at all on this thing. There's no direction, period. The box didn't have anything. Nope.
18:00
Speaker 2
The date will when be the newer product? When will it be released? Um yeah, that is still a good model, but that is our older mesh unit. So the MX 6, 200? Is much better than that. But they're still compatible with each other. Um, yeah. the app is the older like version or the older version. So, so you're saying it still works like in terms of
18:00
Speaker 1
please please okay thank you very much appreciate that thank you and I'll call you guys if I need help bye
19:00