V2 Rubric Detail — af9fed14-805e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 15:05
Duration
19m 53s
Contact
+447984650980
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00137265
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall21.4% (-14.6)

V2 Grader Summary

The agent attempted basic resets but omitted critical diagnostics (modem test, router login) and provided technically inaccurate advice (5-press reset on MX55 without firmware check). The call ended with an unresolved issue after directing the customer to contact the ISP without internal escalation, breaking callback commitments and showing no empathy. Assessment 3's findings on technical accuracy were authoritative and confirmed material inaccuracies.

V1 Case Analysis

Customer: MX5500 parent node solid red, child node solid purple after unplug. Agent performed power-cycle, reset attempts (including incorrect 5-press), advised ISP contact. No internet restored; follow-up call suggested without ticket number.

Troubleshooting Steps
  • Power-cycled modem and parent node
  • Placed child node within 5 ft of parent
  • Performed reset-button hold and incorrect 5-press sequence on parent node
  • Verified Ethernet cable connection to WAN port
Key Observations
  • Agent incorrectly used the 5-press method on a parent node with solid red LED, which indicates a WAN/internet issue — not a pairing issue. The 5-press method is inappropriate for restoring internet connectivity.
  • No verification of the WAN connection was performed. The agent did not instruct the customer to test internet directly at the modem (e.g., using a phone hotspot), which is a critical Step 2 in velop_wifi_connectivity.md.
  • Agent misinterpreted the child node's solid purple LED as a pairing issue rather than recognizing it as a reset state requiring re-addition to the network.
  • No ticket number or case reference was provided, violating case management protocol.
  • Call ended with a vague promise to call back without scheduling or confirming follow-up details.
Positive Highlights
  • Collected the customer's serial number and email address, which are necessary for case tracking.
  • Guided the customer through a proper power-cycle sequence (modem first, then router), which is a valid first step (KB: velop_wifi_connectivity.md Step 3).
  • Correctly identified that the child node in solid purple is in setup mode and needs to be brought close to the parent (KB: led_intelligent_mesh_consumer.md).
Agent Errors / Gaps
  • Incorrect use of 5-press method on a parent node with solid red LED. The 5-press method is for pairing or escalation, not for restoring internet connectivity on a non-functional parent node (KB: universal_5press_models.md).
  • Failed to follow the standard troubleshooting flow outlined in velop_wifi_connectivity.md: did not test modem directly for internet (Step 2), did not verify WAN port status, and did not check for PPPoE settings.
  • Misinterpreted the child node's solid purple LED as a pairing failure rather than recognizing it as a reset state requiring re-addition to the network (KB: led_intelligent_mesh_consumer.md).
  • Did not provide a ticket number or case reference, violating case management protocol.
  • Provided no concrete next-step timeline; promised a callback without scheduling or confirming follow-up details.
  • Failed to offer self-help alternatives (e.g., using mobile hotspot to test modem) when the customer lacked a wired computer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent directed customer to contact GigaClear without resolving the issue; internet remained offline and no valid escalation or RMA was initiated.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power cycles and resets but skipped critical diagnostics like testing the modem directly with a wired device or checking WAN cable integrity.
R3 Not Met Correct resolution path conf 90%
Agent directed customer to contact ISP without verifying whether the issue was on the Linksys side (e.g., no modem test), violating proper resolution path for no-internet cases.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified solid red on parent node and solid purple on child, but failed to ask key diagnostic questions (e.g., 'Is your modem working alone?') to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use http://192.168.1.1 or http://myrouter.local to check router status, nor ran a speed test at modem — tools clearly required for this symptom.
T3 Not Met No misinformation conf 90%
Agent instructed 5-press reset on SPN MX55 without verifying firmware compatibility or following the 'No Internet' path in velop_wifi_connectivity.md, which requires testing the modem directly before blaming the ISP.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gave instructions but transitions were abrupt (e.g., sudden shift to 'call ISP'), lacked clear expectations, and ended call without resolution confirmation.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms like 'setup mode' and 'boot up sequence' without confirming understanding; customer repeated questions indicating confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent initiated troubleshooting (resets, power cycle) but abdicated ownership by telling customer to call ISP without exhausting internal options or escalating internally.
O2 Not Met Proactive follow-through conf 95%
Agent promised to call back in 10–15 minutes but disconnected and placed customer on hold without follow-up, breaking commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff context needed.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No internal escalation occurred despite unresolved hardware-like symptoms (persistent red light after reset); agent should have escalated to L2 instead of outsourcing to ISP prematurely.
E2 Not Met Escalation prep & handoff conf 95%
No escalation was executed — customer was told to contact ISP, which is not a valid internal escalation path.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer’s effort ('mother unplugged') or frustration; no empathy statements made during or after failed resets.
X2 Not Met Tone & rapport conf 90%
Agent maintained procedural tone despite customer confusion (repeating light status, asking if child node should be on/off); did not adapt pace or simplify.
X3 Not Met Overall experience conf 90%
Customer repeated serial number and device states; agent could have used known data but asked for re-entry, increasing effort unnecessarily.
Call Transcript38 turns · 73 lines
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys. This is May. How can I help you?
00:00
Speaker 1
Hi. My Linksys node has appeared red, I believe. My mother was cleaning the house and she must have unplugged it. So they're just not connecting anymore. So I've got two nodes. I've got a parent node and I've got a child node. The child node is upstairs, it's solid purple, but the parent node is, like, solid red. So I need help connecting that up again. Hello? Right, okay. Right, okay, bear with me. It needs to be about five meters. I'll give you
00:18
Speaker 2
Yes. Having the purple light indicator on top of the node, that means it's on setup mode. So you need to unplug that extender and bring it right beside the main node, which is solid red. It should be plugged in there within five feet. Okay. Just power it on right beside it. And I need the serial number of the main node.
00:59
Speaker 1
that. Plugging in to the child node. Right. So, serial number of the main one is 55V for Victoria 10. M for Mike. 29. E-fair code 18749. Yep. Did you need the model number as well? So that's
02:02
Speaker 2
Okay. That's 55 Victory 110 Mike 29 Echo 18749. Okay. And it's okay. That's SPN MX55. I was able to check it here through the serial number you provided. Now I need you to turn that one off. Just unplug it from the output. That main node. And kindly unplug as well your GigaClear modem from the outlet.
02:45
Speaker 1
unplugged? Uh, yep. Yep, that's done. Yep. First name's Baha, last name's Begum. Yeah,
03:19
Speaker 2
Okay. I will let you know when to power it back on. For the meantime, I just need to create a ticket here in our system. It shows that the email which this Linksys is registered to, that's going to be M786SHAH. Outlook.com. Is this your active email? Okay. What's your first name and last name? Can you spell that one for me, please?
03:31
Speaker 1
B-A-H-A-R. And then last name is Begum. B-E-G-U-M.
04:04
Speaker 2
Okay. Thank you. You can turn back on now just the GigaClear modem. And we need to wait until all the lights are lit up.
04:08
Speaker 1
You need the child node. Does that need to be on or off? So I've got a flashing green
04:32
Speaker 2
Just leave it on. It's on setup mode anyway. So just leave that one on. Right beside the main node within five feet. Usually modem will reboot a minute or two. So we need to make sure it's completely rebooted before we turn on Linksys. Okay. It's already online, the modem.
04:36
Speaker 1
light and a solid red light on the mode. It's flashing bright blue. Where is it? Yeah, solid
05:14
Speaker 2
Good. Turn on Linksys now. The main node. Okay. What we just did is the proper boot up sequence. And since you mentioned that the main node was probably accidentally unfolded, So sometimes when it's turned back on, it cannot find the connection from the modem. So we need to do a boot up sequence in order for the modem to recognize again your lenses. We'll just wait max of 30 minutes. The light indicator should turn back to solid blue. If not, then we need to check the settings of the node. You only have two nodes. Or three. Check your Wi-Fi list if you can see your Wi-Fi.
06:34
Speaker 1
blue now. So I've got two for the parent node. Oh no, maybe not. I've got one. So parent node is GigaClear 7F4F. So that's the one we want. So, connected without internet.
08:08
Speaker 2
You will see both because child node is still on setup mode. It's still broadcasting its own Wi-Fi. But just connect to your main Wi-Fi.
08:42
Speaker 1
So it's solid red. So I've just done that. Flashing white now.
09:13
Speaker 2
And the light status of your main node now. Is it still blue? Solid? Okay. Press the reset button underneath five times. Press release. Press release. Press release. Five times. And the child node from purple. Is it flashing now?
09:14
Speaker 1
Oh no. Uh, it's flashing red and the parent node has gone solid red. The what light, sorry?
10:06
Speaker 2
Good. Okay. The LOS light of your modem. Is it lit up? LOS. Can you see the lights on your modem? Specifically the LOS? Is it lit up?
10:18
Speaker 1
Oh, okay. Well, I noticed I've got, um, three lights lit up. I've got a power light lit
10:43
Speaker 2
The GigaClear modem. Check the label. Can you see LOS on your modem?
10:45
Speaker 1
up. And then something next to it that looks like a star with a line. And then another one that says, uh, one zero G-E. Uh, solid red, yeah. So the child node is flashing
11:15
Speaker 2
And that's it? Okay. So, yeah, there is no LOS labeled on your modem then. Is it still solid red till now? Okay. And the child node, is it still flashing? Or solid red again?
11:28
Speaker 1
red. No. No. No. Light. It is flashing blue again. The child node is still flashing blue.
11:59
Speaker 2
Okay. On your main node, try to press and hold the reset button. Just keep holding. Just keep holding it until the light on top goes off. The reset button. And do the same thing to the child node. Press and hold as well the reset button. Okay. The main node now, is it purple? Good. How about the child node?
12:01
Speaker 1
I've just done that. Gone like solid white and blue. Now it's flashing white. Flashing
14:31
Speaker 2
Okay. And just to make sure, the Ethernet cable is still plugged in to the Internet port and the parent node, right? Okay. So, do the five press reset again on the main node only. Press release, press release five times. Okay. And what's the color now?
14:32
Speaker 1
white to red. Now it's gone blue. White to.
16:42
Speaker 2
Again. Okay. And check your Wi-Fi list. If your Wi-Fi is there broadcasting, check if the status is no Internet. Okay.
17:15
Speaker 1
Yeah, so it has connected. Connected without internet.
17:50
Speaker 2
We did already the last, I mean, the reset. And... Until now, there's still no Internet. Do you have a computer that we can wired? We can check right now the settings of the router. Do you have a computer that can be hardwired?
17:54
Speaker 1
I don't have it. I don't have a computer or like a laptop or anything, you know? Yeah.
18:14
Speaker 2
You only have phone? Okay. Because next thing that we need to do is to check the settings of the router. Why it's still offline. Right now, is GigaClear still open? Can you make a call? And I'll just call you back maybe after 10 or 15 minutes. I need you to call them because you need to verify the Internet from their end. We already did reset the Linksys, but still offline. Probably from their end, it needs to be activated. So kindly contact them and let them know you called Linksys. And our device is still offline. I'll call you back then. Maybe 10 to 15 minutes. Is this your phone number? It's 798-465-0980.
18:19
Speaker 1
Yeah. I haven't done that one.
19:21
Speaker 2
Okay. Would that be okay? Just contact GigaClear, your Internet service, and let them know that you don't have Internet still. Okay? Talk to you later then. Bye for now.
19:22
Speaker 1
All right. Thank you.
19:37
Speaker 2
You're welcome. Bye-bye.
19:39
Speaker 1
You've been placed on hold. Please wait.
19:43