V2 Rubric Detail — aac9c25c-6abe-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 02:37
Duration
41m 19s
Contact
Marvin Tucker
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133864
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall80.2% (+22.2)

V2 Grader Summary

The agent successfully resolved the post‑outage mesh issue by guiding the customer through a 5‑press reset, re‑configuring Wi‑Fi settings, and confirming all nodes were back online. While the technical steps were correct, the agent gave an incorrect support URL, leading to a technical inaccuracy. Overall call control, ownership, and next‑step communication were adequate.

V1 Case Analysis

Customer's MX2000 mesh parent node showed purple LEDs after power outage. Agent guided through 5-press reset, accessed 192.168.1.1, and reapplied Wi-Fi settings. All nodes returned to solid blue; devices regained connectivity. Emailed YouTube video link for future reference.

Troubleshooting Steps
  • Verified model/serial numbers (MX2000, MX6200, SN:58W10M)
  • Performed 5-press reset on MX2000 parent node
  • Accessed local router UI (192.168.1.1) and re-configured Wi-Fi SSID/password
  • Confirmed node LEDs turned solid blue and devices regained connectivity
Key Observations
  • Core 5-press reset procedure for MX2000 was correct and resolved the purple LED issue.
  • Agent provided materially incorrect UI navigation instructions ('NetflixRent', 'Smart WiFi sign-in', 'CA' under EULA) not present in KB.
  • Repeated gender misaddressing ('ma'am' to male customer Marvin Tucker) degraded professionalism.
  • Internet connectivity was not verified after Wi-Fi reconfiguration (relied solely on LED status).
Positive Highlights
  • Correctly identified purple LED as unconfigured state and applied proper 5-press reset for MX2000.
  • Successfully guided customer to access local web UI at 192.168.1.1 and reapply Wi-Fi settings.
  • Collected essential device information (model, serial, contact details).
  • Offered follow-up email with YouTube troubleshooting video link for future reference.
Agent Errors / Gaps
  • Referenced incorrect support URL 'support.lincess.com' instead of 'support.linksys.com'.
  • Directed customer to non-existent UI elements: 'NetflixRent family', 'Smart WiFi sign-in', and 'CA' under End User License Agreement.
  • Failed to verify WAN/internet connectivity after Wi-Fi reconfiguration.
  • Repeatedly misgendered customer with 'ma'am' despite clear male identity (Marvin Tucker).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms all nodes are blue and cameras are back online: "All the nodes are blue. My cameras are popping back online. Everything is good to go."
R2 Met Diagnostic thoroughness conf 90%
Agent walks through 5‑press reset, checks IP via CMD, accesses 192.168.1.1, updates Wi‑Fi settings and verifies node status.
R3 Met Correct resolution path conf 90%
Agent correctly chose a reset/re‑configure path rather than an RMA or premature escalation for a post‑outage issue.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Agent identifies purple LEDs as default state, asks for model/serial, verifies IP address, and isolates the problem to a reset needed.
T2 Met Appropriate tools / resources used conf 80%
Use of CMD to view IPv4 address, use of reset button (5‑press), and navigation of the local web UI are appropriate tools for the issue.
T3 Not Met No misinformation conf 80%
Agent provides an incorrect support URL: "support.lincess.com" (should be support.linksys.com).
Communication
C1 Partially Met Clear & professional language conf 60%
Agent generally guides the call but shows occasional confusion (mis‑addressing, repeated instructions) and long silences.
C2 Partially Met Confirmed understanding conf 60%
Agent explains steps in plain language but occasionally uses unclear phrasing and switches between "sir" and "ma'am".
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stays on the call, performs the reset and configuration without transferring the customer.
O2 Met Proactive follow-through conf 85%
Agent promises to email a video link with instructions and states support hours for future contact.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 60%
Agent uses polite language and apologizes when needed (e.g., "I'm sorry").
X2 Partially Met Tone & rapport conf 60%
Agent maintains a courteous tone but does not consistently match the customer's pacing; occasional confusion noted.
X3 Partially Met Overall experience conf 60%
Agent guides the customer through steps, reducing the need for the customer to research, though some repetition occurs.
Call Transcript59 turns · 62 lines
Speaker 2
Welcome to Linksys 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 your product by visiting register.Links.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
Hello, Carla. My name is Marvin Tucker. How are you doing today? I'm doing pretty good. I'm having some issues. I have a Lenksys product that I'm using as a router. It's a bridge to it's bridge to my Xfinity modem and I had a power outage and uh, the the Wi-Fi and the uh, the the Wi-Fi went down. And I just got off the line with Xfinity and they're telling me that everything on their end looks great. The modem is online but they said for some reason that the uh, the router that I have and I've got a uh a router and I've got three nodes. Uh, so a total of [bell sounds]
09:00
Speaker 2
all right thanks for calling Lennox. This is Karlah. How may I help you? Ramgater, how about you? Male Speaker: Uh-huh. OK. Karlah: Uh-huh. Male Speaker: Uh-huh.
09:00
Speaker 1
four uh Linksys products and they're not online at all.
10:00
Speaker 2
Okay, so basically, right now you lost internet connection, um, using the Linxest router after the power outage. Correct. Mhm. Mhm. Mhm. Okay. Um, so, all the nodes are purple. Mhm. Mhm. Okay.
10:00
Speaker 1
[silence] the [silence] one I'm using as a router now [silence] that is correct. [silence] is showing purple [silence] [silence] that is correct. [silence] [silence] [silence] [silence] [silence] [silence] I'm [silence] [silence] [silence] [silence] log into the Link Sess network, would I find it there or do I have to physically look on the [silence] okay, hold on a second. [silence] [silence]
11:00
Speaker 2
okay all right so just to verify you've got 4 nodes 1 is the parent node it's directly connected to the um modem spectrum modem right and that is purple okay before we continue allow me to create a record can you have the model number and CL number of your device you have to check it there on the device itself it's at the bottom of the parent node it's with the parent node okay
11:00
Speaker 1
Okay, I believe the serial number is going to be, I'm trying to read it. 25 Charlie 4 3 2 5? That is correct. Uh it's gonna be a Max 2000. Oh I'm sorry MX 2000. Yeah. MX 2000 yes. Uh I think uh there are three of them that are using uh the MX 2000. I got a newer one that is uh that's something different. It's 5 0 9 9 5 1 9 5 72.
12:00
Speaker 2
Okay. Again, that's five zero D for David. And then one zero M for Mary. And two five C for Charlie, 4 3 2 0 5. Correct. What is the model number? Okay, I'd say it's MX-20,000. All your devices using MX-20,000. Okay. All right. And um, can I have also your phone number, sir?
13:00
Speaker 1
That is correct, yes. Yes, ma'am. It's Marf TuK, M-A-R-F-T-U-K. at at comcast.net. No, it's Xfinity. I believe there are three MX2000 and the other one it's it's a newer one. I can go up there and give you that model number if you want that. Yes. That that is correct. Yes, ma'am.
14:00
Speaker 2
Okay, and your first name you've mentioned is Marvin. Tucker, okay, Tucker spelled T U C K E R. How about your email address? Mm-hmm. Mm-hmm. Okay. And again, internet provider is Spectrum. Xfinity, sorry. All right. So how many since you've got four nodes, sir, how many MX 2000? Is it okay, sir, to get the model number of that newer router? By the way, the MX 2000 you bought it as a three-pack. Okay. Okay. Can you have the model number of the newer router, sir?
14:00
Speaker 1
Yeah. Okay, the new one is a MX 6200. Yes.
15:00
Speaker 2
Okay. MX6200. What's the serial number? Hmm. What is serial number, sir?
15:00
Speaker 1
I'm trying to read this small. It's uh crap. I'm have to go get my glasses. Hold on for a second. I apologize. [silence]
16:00
Speaker 2
I'm sorry. Okay, that's okay. [silence]
16:00
Speaker 1
OK, the serial number is going to be 58W10M, as in Mary, 2-8, D as in Delta, 895. That's correct. That's, that's the, uh, the one I'm using for my router. Yes, ma'am. Yes, ma'am. [silence] [? Yes, ma'am. [? That's correct. [? Words. The MX-6200 is blinking red. The only one that's purple is the, uh, [? uh, the MX 2000 which is the- I'm using as the, uh, the router.
17:00
Speaker 2
Okay, thank you. But the main node server that you're using is the MX 2,000, right? Okay. And this one, the one that you just provided this is an MX 6,200. Okay.
17:00
Speaker 1
Yes, I know the name and the password. I guess I'm confused at to how how does it get unconfigured? Is it because of the power outage? Just kind of reset it or something or? Okay. Yes, ma'am, and it and that is working.
18:00
Speaker 2
Sir, if the light is purple, that means the settings on your router, uh, were set back to default. Like it's not configured yet, okay? So, um, what we are going, doing, we are going to, um, set that up, uh, reconfigure the settings of your router. And, do you know what's the Wi-Fi settings that you have before, sir? Like the name and the password. Okay. Mm-hmm. Then, yes, sir, possibly during the Power Outage, it was reset. Sometimes there are devices that, um, like it will, like, do the, um, Power Outage, sometimes they will, like, do the reset, okay? So, we're going to, do a reconfigur of it. So, by the way, sir, um, you mentioned you have a computer which is wired to the router.
18:00
Speaker 1
is that desktop? yep, that is correct uh, anyway is it Windows 11. I'm waiting for it to pop up, but I believe it's Windows 11. I do. [silence]
19:00
Speaker 2
Is that a desktop or a laptop? Which one? Okay, you said laptop. Right? Okay, it's Windows, right? Okay. Can we go to your desktop first before we um I'm just going to check something. We're going to check what's the IPIP address you receive by your modem or by your computer. So on your computer, since this is Windows 11, right? [ silence] Okay. Yeah. So on the computer, do you have the search on the task bar? Then please type their CMD Charlie Michael David. This will open the command prompt. Okay. On the command prompt, please type cmd [ silence] To check
19:00
Speaker 1
Okay, did that. yeah I see it's 192 168 point one point 22. Yeah, yes ma'am. The default gateway is a whole bunch of numbers. Oh, I can see IPV4. Oh, I see IPV IPV4 address. Isabel one 192 one 68 one 22.
20:00
Speaker 2
IP config and then it will give you bunch of information. Look for IPv4 IP address. It's under Local Area Connection or Ethernet adapter. What's the numbers? 22 right About the um default gateway IPv4 default gateway IPv4 IPv4 IPv4 default gateway Yes, what's the number? [silence]
20:00
Speaker 1
OK. OK. That, I believe, that's 192.168.1.1. OK, hold on for a second. I just got to find the reset button. It's on the bottom of the, the, the. OK, hold on. OK, you said "five times". Just one, two, three,
21:00
Speaker 2
I know that's the IP address, right? We need the IPv4 default gateway. All right, thank you. So, the next step that we're going to do is we'll do setup now on your ah router. So to set this up, we are going to use the 5 press setup. Like we are going to press the reset button five times within 5 seconds. Something like press, release, press, release, five times within 5 seconds. Not too fast, not too slow. Okay. Um, yes. Yes, five times.
21:00
Speaker 1
Okay. One, two, three, four, five. Uh, no, it's still purple. Maybe I didn't do it right. Hold on. Just wait. Yeah, it's still purple. No, it's not. I'll try it again. I think I think my- my- my- Okay. One, two, three, four, five. Okay, it blinked red, and now it's blinking. It's- now it's white. Yep.
22:00
Speaker 2
Okay. Check if the light is responding. Let's wait, sir. Just wait for a couple of seconds. Yes. It's not blinking. Okay, try again. Again, not too fast, not too slow. Yes. Okay, let's wait. Yeah, let's wait, sir. That will take like a minute or two to fully stabilize, okay?
22:00
Speaker 1
It is a solid light blue right now. Okay, I'm there. Yep. Okay, good that. 192.168.1.1. Okay, hit enter. [silence]
24:00
Speaker 2
Like? It's still blinking. Okay, good. On your computer, sir, please open Google Chrome. Then, check... Okay. Open Google Chrome. And then once you open Google Chrome, on the upper right-hand side corner, you can see there the three dots. Can you click on it? And can you click on new incognito window? Okay. All right. And then on the address bar, please type these numbers 192.168.1.1. Yes.
24:00
Speaker 1
Okay, it pops up to a blocking and it says, why am I getting a warning when I try to access my Roadrunner [silence] Oh, it says continue, okay. Then it says advance, okay. It says download the Linksys app for setup. uh, No. No, no option. I mean, I'm, Ma'am, I'm sorry to interrupt you, but I'm already, I'm already logged into my.
25:00
Speaker 2
Yes. Yes. Okay. Yeah, that's okay, sir. It's the browser security. Just click on "Advanced" at the bottom or it could be continue. Yeah, click on continue. And then, uh, yes, click on advanced and then proceed. After you click on "Proceed", what's on the screen? Okay, do you have the option "Continue to Linksys Smart Wi-Fi"? Right below the barcode. No option. Okay. Please, um, could you please double click on the, uh, the cellphone itself and then scroll down, please? You're right. Wherever, wherever are the bottom screen, just double click and search for the "Linksys Smart Wi-Fi" sign-in or the "NetflixRent" family. You can write, write the family once. Did it appear? Okay, sir. Thank you. Keep on writing. That's okay. I'm just writing it here. Now. Put the family name, your Wi-Fi family name. Okay. Write it there once and you have to, uh, now click on. Click on proceed. Uh, name. Yes. Okay. Can you please continue? Congratulations. Once again, welcome to the smart family. You can change your family name. Later welcome to enjoy. You can change your family name later. Welcome. Enjoy. the smart free feature. You can access it with some NetflixRent Wi-Fi spots launching soon.
25:00
Speaker 1
Links to smart Wi Fi settings. I'm already logged into that. Is that what you need me to? Well, well, I I've logged in with my my, uh, username and password in directly into my links to smart Wi Fi account. Is that what you need? Needed into? It's on the computer. So right now, I. Yeah, I guess I do. Okay, one second. [silence]
26:00
Speaker 2
Do you have that setting right now? Um, yes. Uh, yes, ma- Uh, yes, sir. Is that on your phone or in the computer? Okay. Alright, do you still have that page? Okay, on that page, can you click on um troubleshooting?
26:00
Speaker 1
[silence]
27:00
Speaker 2
[KEEP_UNCERTAIN] yes after you click on trouble shooting click on report right below uh below status uh what and then um can i score down look for internet connection ipv4 um what's the ip a number on internet address
27:00
Speaker 1
There are no numbers under internet address. So, it says internet connection IDE, it is blank. It's got under my local network, it's got the 192.168.1.1. Uh, it says automatic configuration D.S.B. Yeah, under IP v4, it says internet address, mean there's nothing there. Is it still blue? Do you want me to try and refresh this uh? [silence]
28:00
Speaker 2
It's blank, yeah.
28:00
Speaker 1
okay, okay. Okay. I'm going back on the troubleshooting now. No, there's nothing there. I logged into it with my username and password under, uh, the link says Smart Wi-Fi. No, no, no. No. I, I just looked it up online and then I went to the link says Smart Wi-Fi login.
29:00
Speaker 2
Sir, How did you uh um sir, how did you How did you access this page sir? Like um what link? Like did you tap numbers or did you access a link to access this? Is it on... [silence]
29:00
Speaker 1
Yep. It says, Linfindss This is app VLope Velop web and then it gives. A one point one point nine dot one nine, five, zero to six. A lot. Of these. Yes, it's. Plus. That's many times plus. So. Can be a lot. Of data. And. Port.The other one. Three. and five and particularly. That is the newer. You know. So I go, the X.M. In this one. Your way. But it's. Gosh. To back nose. I guess it's that you set. The to blame for this I guess. Thing There. Five plus checking.
30:00
Speaker 2
What is the link on the top right now, sir? Okay. Yeah. There. Okay. Just click on the picture of the phone. Okay. Okay.
30:00
Speaker 1
router.
31:00
Speaker 2
Okay. Can I type admin all in lowercase? If that will work, the default password? Yeah, create a new link. This is for router password. Um. And you can um, create a password that is at least 10 characters combination of numbers, letters and special characters. And at least one capital letter and one um special character and no repetition of the character else, that will give an error.
31:00
Speaker 1
Okay. so I can go back to troubleshooting and I'm going to go back to the page you wanted me to go to. so troubleshooting report. oh. yep. okay. I'm trying to find Wi-Fi settings. oh I see it. okay. see. yep.
32:00
Speaker 2
Okay. And then, um, what's on the screen right now after you reset? Oh, you're now back onto the same page. Okay. All right. Um, not yet. Sorry, um, before you, um, go back to the main menu and then kindly scroll down a, at the bottom, there's an option there, um, end user license agreement. On the far right, there's an option, CA. Then you click on CA first. And then after you click on CA, um, kindly type your - click on Wi-Fi settings. Ah, that's on the left side, sir. Okay. When you click on Wi-Fi,
32:00
Speaker 1
Yep. It says the Bluetooth setup 46th. This the W-Fi. Yes. Yep. I I Yes ma'am. how about the 5 gigahertz band you want me to change that one as well? okay. Okay. Okay, that's done. so click apply. Okay, it says I'm updating my Wi-Fi settings so I'm hitting yes. Do I want to continue? Okay. Okay.
33:00
Speaker 2
And then after you change the name and the password, that is exactly the same before. Just click on apply. Yes, please change it as well. Yes, click apply. Yes,
34:00
Speaker 1
new. It tells me my routers applying changes. My head okay. Uh, well shall I hit okay to get out of it to see if it changed my name? Oh yeah, it it does it does say it does say empty net is my is my current name. Okay. Uh.
35:00
Speaker 2
Yes. Click on apply. Click OK. Then check if it changed your name. um yeah, just um yeah you can click on OK and then do you have a white right? Can you click on troubleshooting again?
35:00
Speaker 1
Okay, I'm going to report. And under IPV4, Internet address is 174.164.62.239. Okay, let me take a look. Hold on. So, the looks like they're still blinking red, at least on one of them. Should I unplug that to reset it? Okay.
36:00
Speaker 2
Yes. All right. Any other notes, sir? Can we check if the light changes, like it reconnects to the network after changing the Wi-Fi settings to the old settings? Okay. Um, yeah, you can turn it off.
36:00
Speaker 1
I can't hear very well.
37:00
Speaker 2
the that will will take like a minute or two. [silence]
37:00
Speaker 1
Okay. that I just reset number two let me go reset number three. [silence] Okay I just res reset number three. Yeah, I just unplugged it and then unplugged it back in. No, no, I'm sorry, I didn't mean to say reset. I apologize. I didn't I didn't mean to say reset. Okay. I am already connected straight into my Wi-Fi. It already popped back in. So it's looking good. Um my kit. Yet, all the nodes are blue. My cameras are popping back online. Um everything is good to go. [silence]
38:00
Speaker 2
just turn it off right ok alright. I thought you reset like pressing the reset button. Sorry. Just the node check the nodes. All right, that's great. So basically what we did, we set up the parent node using the 5 press. Remember the pressing the reset button five times within five seconds. And then also we input the exact the same wireless settings.
39:00
Speaker 1
Yep. Is there a way that you can email me these instructions so that in case this happens again, I know kind of what to do? Yeah. Perfect. Thank you so much. You've been so helpful. Okay. Okay.
40:00
Speaker 2
Sure. I can send you a link to a video. This is our official You-out uh channel there. And you can actually do some troublesh- like there are other troubleshootings there like how to add the network using that fi press, the one that we did earlier. That's already on a video on our YouTube channel. But I'll send you the link there so that's much easier for you to navigate. Okay? I'll send it through email. You're welcome. You're welcome. Okay? So, um if you need assistance again in the future just give us a call anytime, okay? We're open 8:00 a.m. to 11:00 p.m. Eastern then. Right?
40:00
Speaker 1
Thank you so much. I do appreciate you. Bye bye now. Thank you.
41:00
Speaker 2
You're welcome. So you may also visit our website at support.lincess.com for updates. So thank you for calling, Linces. This is Carla. Goodbye for now. All right. Good day, sir. Goodbye.
41:00