V2 Rubric Detail — b0554eae-74db-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 23:30
Duration
45m 20s
Contact
Paul Kushious
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135432
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (9 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

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
Ownership4.29/5
Escalation0.00/5
Customer Exp2.50/5
Overall34.7% (-1.3)

V2 Grader Summary

The agent failed on technical accuracy by inventing a 'magenta' LED status not found in the KB and promising a replacement for an out-of-warranty device. No diagnostic tools (web UI/WAN check) were used, and the issue remained unresolved with the customer reporting no internet connection. Ownership was demonstrated, but resolution path was incorrect and troubleshooting incomplete.

V1 Case Analysis

Customer reports intermittent internet loss on MX4200 mesh. Performed child node resets, 5-press reset on parent, and full modem/router power-cycle. No internet after steps; LED behavior inconsistent. Issue unresolved; recommend direct modem test and hardware evaluation.

Troubleshooting Steps
  • Reset child nodes (30-second hold)
  • 5-press reset on parent node
  • Power-cycle Spectrum modem and Linksys router (modem first, wait 3 min, then router)
Key Observations
  • Agent referenced the 'Lexus' app instead of the Linksys app ([25:00]), a critical factual error.
  • Agent described 'magenta' LED state, which is not a standard Linksys color; correct colors are solid blue, blinking blue, solid red, or off.
  • No verification of WAN connectivity or direct modem speed test was performed after power-cycling.
  • Call ended without a confirmed fix, escalation, or scheduled callback, leaving the issue open.
  • Agent failed to collect or use the customer's phone number despite stating they would call back ([27:00]).
Positive Highlights
  • Correctly identified the device model as MX4200 ([11:00]).
  • Applied the correct 5-press reset method for the MX series ([21:00]–[22:00]).
  • Collected the serial number (38U10M3AA25085) and acknowledged out-of-warranty status ([10:00], [19:00]).
  • Guided a full power-cycle sequence with correct order (modem first, wait, then router) ([26:00]).
Agent Errors / Gaps
  • Incorrectly named the Linksys mobile app as 'Lexus' ([25:00]), which is a materially wrong technical reference.
  • Described a 'magenta' LED state ([19:00], [20:00]), which is not a valid Linksys LED indicator; this misleads diagnostics.
  • Failed to verify internet connectivity after the power-cycle and 5-press reset ([37:00]–[38:00]).
  • Did not perform ISP/modem diagnostics (speed test, WAN IP check) before concluding.
  • Did not offer a clear escalation path or schedule a follow-up call despite unresolved issue.
  • Failed to use the customer's phone number to call back as promised ([27:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly states 'no internet connection' at the end of the call after all steps, with no resolution confirmed.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent performed resets, 5-press, and power-cycle, but skipped key diagnostics like checking WAN status, firmware version, or ISP settings.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated 'I can replace' an out-of-warranty device, violating OOW protocol which requires best-effort troubleshooting, not false replacement promises.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified blinking red lights and initiated resets, but failed to ask about WAN IP, PPPoE, or perform logical symptom isolation (e.g., test at modem).
T2 Not Met Appropriate tools / resources used conf 97%
No diagnostic tools used — agent never directed customer to log in to http://192.168.1.1 or check WAN status, relying solely on LED interpretation.
T3 Not Met No misinformation conf 98%
Agent claimed 'objective is magenta' — no such status exists in KB (MX4200 only has blue/red/white); also falsely promised replacement for OOW device.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained call control and offered to wait, but long silences, unstructured holds, and off-topic small talk reduced efficiency.
C2 Partially Met Confirmed understanding conf 89%
Agent used accessible language but introduced confusion with non-standard term 'magenta' and did not confirm understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent did not transfer, said 'I'll be here,' and took responsibility for continuity throughout the call.
O2 Partially Met Proactive follow-through conf 91%
Agent provided next steps and a callback number, but no clear timeline or follow-up commitment was established.
O3 Met Closure confirmation conf 97%
Agent referenced existing ticket, used serial number, and avoided re-asking documented information.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent performed 5-press (which creates LTS ticket) without assessing escalation triggers or explaining why it was necessary.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was communicated to the customer; agent did not inform them of a ticket, team, or expected follow-up.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent said 'take your time' and apologized, but did not specifically acknowledge customer's frustration about repeated outages or history.
X2 Met Tone & rapport conf 92%
Agent matched customer's informal tone, used humor ('nice bear'), and maintained engagement despite technical setbacks.
X3 Not Met Overall experience conf 96%
Customer was asked to perform multiple resets and long waits without agent using tools to reduce effort or streamline diagnosis.
Call Transcript46 turns · 48 lines
Speaker 2
Welcome to Links is 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.Linksys.com. Please have your device serial number ready for assistance. Press one now. For out of warranty, please have your device 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.
00:00
Speaker 1
Hello . Paul . it is . Paul Sushes . K U S H I O U S
08:00
Speaker 2
Thank you for calling Linksys. My name is Nathan. I know, who am I speaking with? Hello. Yes, I'm here. My name is Nathan. Your name is? Paul. This is a return call inquiring of Paul? mmm-hmm, and let me create a case ticket for you. what's your full name, Paul? Okay. I have your full name as Paul Mann. Yeah, that's me. May I help you with Paul Mann? [silence] Okay, let me check on your existing [ silence ] ticket. Can you please tell me what is the [ silence ] gate plant you are [ silence ] inquiring about? sure, it's [ silence ]JAU15618 [ silence ] thank you [ silence ] for that Robert Mann. I'm attempting to log your troubleshooting [ silence ] issues onto the [ silence ] case that I'm [ silence ] creating as your [ silence ] request.
08:00
Speaker 1
Um, it's the same as my name, P-A-U-L-K-U-S-H-I-O-U-S at iCloud.com. Um, I have, uh, internet service through spectrum, and, uh, it stopped today, and tried rebooting it several times. Um, and it's weird because it, it's sort of comes and goes. Anyway, talking to the spectrum people, they say that the modem is getting signal and sending signal, and then they say that the, uh, link sys mesh system is the problem.
09:00
Speaker 2
uh, may I have your email address? Let me create a case ticket for you. Mm-hmm. Tell me, what is the problem, how can I help you?
09:00
Speaker 1
problem. I have my doubts about that, but I I have a um yeah, it's 38 U 1 0 M 3 a a 2 5 0 8 5. Oh, that's that that is the that's the number that's on it.
10:00
Speaker 2
That's okay. Let's start. Can you give me the model of the Lynch's follower? Let me take a look. Do you have the model of the device? serial number. okay. let me read it and confirm for me along the way and correct me. eight three eight you
10:00
Speaker 1
Yeah, there are two A's, so the part that is, mic three, then Alpha, Alpha, okay. Yes, it, right now they're, right now they're unplugged, but they, they've been read. Well, yeah, I'm sorry, because it.
11:00
Speaker 2
assign uniform one zero Mike three eight alpha two five zero eight five thank you did I get it right? all right there you are oh this is an MX 4200 unit I got it you have three of these units right? and then what are the colors of the lights on the units you tell me they are on top can you plug them back? and [silence]
11:00
Speaker 1
[silence] I I can't move the phone so I can go do that if you can hang on. [silence] Thank you. Okay. [silence] Okay. Okay. even the the one the one by the modem has a [silence] has the you know in addition beside the power line, it's got another line maybe from the modem or something. [silence] Okay. All right. [silence] Okay. I'll collect them. Um, I don't I don't know. Yeah, okay. Let me do that.
12:00
Speaker 2
Okay. Okay. Bring all the nodes in one location. All the three near their router. Bring all of them. We need this. Okay. I will do it for you. Yeah. As long as we're within five feet within the range, we're good. Not necessarily too close.
12:00
Speaker 1
this one that's downstairs the the line goes behind the piece of furniture I it's like it's impractical to try to the power line is attached there now that one has always had a solid blue light and these others now are blinking red um I'm sorry did you not hear that? oh they were blue um let me go check it again I'll be right back [silence]
14:00
Speaker 2
yes okay [silence] I'm on [silence] wait for the light to become solid [silence] uh wait for the light to become solid [silence] the one connect okay [silence] the one connected to the modem [silence] what is the color of the light
14:00
Speaker 1
It's solid blue and it's actually been solid blue the whole time. Mm-hmm. Mm-hmm.
15:00
Speaker 2
Alright, that's good. Okay. So we have a problem where the end device or the child noted... huh? Okay. Do you see that on your end? Yeah, do you see any rows there? Do you see the rows? Okay, let's see if you see any child mode and are you able to see those child nodes there? All right. That's good. The two child. Nodes. That are not connected to the modem. They are called child. What is the color of the lines right now?
15:00
Speaker 1
Blinking red. Okay. Okay hold on. Okay.
16:00
Speaker 2
blinking red can you please press the reset button and hold it for 30 seconds 3 0 seconds one at a time for both of them Paul can I put you on hold let me ask for permission from my supervisor your router is out of warranty let me see if I can offer you a free support okay don't go please I'll be back in two minutes [silence]
16:00
Speaker 1
[silence] [silence] [silence] No problem. [silence] Sure. [silence] [silence] Right. Sure. [silence] Um so the the first one that I did uh turned it turned blue then it started blinking and then and then it uh [silence] Oh, I see. Then the, the, the, the, the
19:00
Speaker 2
Hi, ma'am, sorry, keep did make you wait. I have to chase my manager. All right. Now, as I mentioned to you, your router is was no warranty around three years ago. Now, this is a one-time support. And just in case this is a hardware issue, I can replace. But I can help you with the online support on the phone. OK? All right. Now, tell me, what's the color of the light right now after you did a factory reset? Magenta. Oh. Ow. Mm-hmm. Mm-hmm.
19:00
Speaker 1
The second, so now that first one, it's been several colors. Now it's blue. And the second one is magenta. And I, I'm sorry. [silence] I did a reset on both of the, the children. uh, and [silence] The other one is now blinking red, but it's been magenta, it's been blue, and it was solid red and now it's blinking red. This is our problem child.
20:00
Speaker 2
Uh, all the, the objective is magenta. the, the first one, the one connected to the modem is red to blue, keep it that way. The second, the two child node, the objective is make it magenta. Just the one you did a reset, right? Yeah, okay. Good. So, one is magenta, the other is the redirect. Hmm. Hmm. Hmm.
20:00
Speaker 1
Right. Now, what is this? Turn that one off. Okay. Hold on. Yes. [silence] Okay. All right. Give me just a moment. [silence]
21:00
Speaker 2
There may be an issue on the hardware on this one, okay? Okay. Uh, can you turn it off? The one that's blinking red. Oh yeah. That is the one that's giving you trouble. So right now you have a solid blue. That's your mother and one chore that is magenta. Correct. The other one is turned off. All right. Can you go to the mother node and press and release? Do not hold. Press and release the reset button. One press per second and do it five times. Let me repeat. Press and. Yeah. Press and release. Do not hold. One press per second and do it five times. Go.
21:00
Speaker 1
Okay, I did that one, the mother and it turned red but now it's solid blue again and it's magenta.
22:00
Speaker 2
and the child it will react [silence]
22:00
Speaker 1
no. Uh, now it is. Okay. Uh, my children are all grown up. I thought I had been through all of this, but apparently not. How encouraging? Ha ha ha. Yes. I see. Right. right. right. It's not funny.
23:00
Speaker 2
and then It didn't turn red or blue.
24:00
Speaker 1
No. No. but not while I don't have internet. I mean, eventually, I eventually I can. No, I have no internet and I'm I'm stuck in a corner with the phone in one position because it's the only place where I can get uh cell service. That's why I had to leave the phone. [silence]
25:00
Speaker 2
All right. Do you have the Lexus application on your phone? Did you install it? Okay. Is it possible for you to download the Lux app? Oh, sorry. You have you don't have internet at all right now? All right. You may need a that's okay. This is what you gonna do. Uh listen carefully. You gonna go back to the mother node
25:00
Speaker 1
OK. OK. OK. Right. I see what's going on. OK. I appreciate that. And do I unplug the, the magenta one in
26:00
Speaker 2
You can turn it off. And then wait, 15 seconds, one, 5 seconds. And then turn off the modem, the one that coming from the Spectrum. Then after that, both of them are off, you have to wait three minutes. After three minutes, turn on the Spectrum modem, only the Spectrum modem, do not turn on the Linksys. And wait for the modem to become stable. Once it is stable, turn on the Linksys. Okay. Repeat. Off the Linksys, wait 15 seconds, off the Spectrum, turn or wait three minutes. And then after three minutes on the Spectrum, wait for the Spectrum to become stable and then turn on the Linksys. It will take around 6 minutes. I will be here. I will wait for you. Go ahead.
26:00
Speaker 1
In the meantime, or just leave it in? Just leave it. That'd be great. Thank you, I'll go do that. Great, thank you. Okay.
27:00
Speaker 2
no, no, keep it that way. Now, just in case we get disconnected, I'll be the one to call you on 4075964 664. Correct? All right then. I'll wait for you here. Don't worry. I'll be the nice bear right now.
27:00
Speaker 1
Why does this seem like the longest three minutes of my life? Right. Yeah, there are times that work where somebody will look over. I play in an orchestra. And, and then they'll say,
29:00
Speaker 2
It's always like that. When you're waiting for one minute, it seems a eternity. When you're not looking, one hour is like a breeze, right? [silence] all right. What instrument?
29:00
Speaker 1
Flock's broken. I play the, play the cello. Where are you located? Mm-hmm. Right, right. Oh, the one's called two two cello two cellos. Yeah. How's your [silence]
30:00
Speaker 2
amount of dedication expertise
33:00
Speaker 1
modem stabilized and I plugged in the mother and the mother is solid blue and um let me see um now the the the name of the linksys thing comes up as an option not not um and hold on now now mine comes up and it's done this before it connects and now it says no internet connection yeah [silence]
37:00
Speaker 2
Mm-mm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. I have internet no internet connection. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm.
37:00
Speaker 1
Yeah, down, downstairs it is blue. I'm I'm upstairs but the the network that's printed on the bottom of the mother that says V L V V L OP setup F 32. Should I try that one? I'm on the mother. Yes. Um, yeah, probably I'll have to go downstairs and write down the password. Just give me a moment.
38:00
Speaker 2
But it's blue. Oh. Okay. Hmm. It's just the one from the mother node or the child node? on the mother node? You can see it on the phone? Can you connect to that one?
38:00
Speaker 1
Put in the password. I'm sorry for taking so long. I forgot my glasses. Um, it's - [silence] I don't know if this is case sensitive. Um [silence] Yeah, it said incorrect. [silence] Um, [silence]
41:00
Speaker 2
It's okay. it's okay, take your time. it's just able to connect. Yes, it I know not necessary. Tell me what is the serial number of the two child the one nearby? just give me the last four digits. silhouette number of the other child node five five meaning five okay all right
41:00
Speaker 1
Okay. All right, I'll be right back. Okay. [silence]
43:00
Speaker 2
All right, go to the mother node. I need you to reset the mother node and hold it for three zero 30 seconds. I will wait for you. Press and hold 30 seconds.
43:00
Speaker 1
[silence]
44:00