V2 Rubric Detail — b69ac74e-604a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 19:22
Duration
20m 18s
Contact
Marilyn J Saveley
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent provided factually incorrect technical information (e.g., 'solid white means connected online') and used fabricated terms ('Linus', 'Linxis'), indicating evasion of accurate troubleshooting.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-40.0)

V2 Grader Summary

The agent misdiagnosed the MX6200’s LED state, provided inaccurate technical guidance, and failed to escalate despite ongoing internet loss. Critical errors in T3 and communication, combined with no resolution path, result in an unresolved case with auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer reports no internet on MX6200 (solid white LED). Performed 5-press reset and modem/router power cycle. Internet not restored. No serial, warranty, or admin UI check performed.

Troubleshooting Steps
  • Confirmed model MX6200
  • Performed 5-press reset on router
  • Instructed connection to default 'VeloP Setup' Wi-Fi
  • Advised power cycle of modem and router
Key Observations
  • Agent never verified that internet was restored after power cycle (timestamp [14:00]).
  • Missing collection of serial number and warranty status despite troubleshooting a hardware issue.
  • Agent gave inaccurate technical guidance: 'do not access Linus’s locally' and claimed 'we don't have cloud anymore' (timestamp [08:00]), which contradicts Linksys KB for MX6200.
  • Repeatedly asked if customer was connected without confirming device or result, leading to confusion (timestamp [10:00], [14:00]).
  • Failed to verify WAN link or Ethernet connection before reset, skipping a key diagnostic step.
Positive Highlights
  • Correctly identified the device as MX6200 based on customer input (timestamp [02:00]).
  • Correctly instructed a 5-press reset for the MX6200, which is the proper factory reset method for this model (timestamp [03:00]).
  • Recognized that solid white LED indicates online status and attempted to validate connectivity (timestamp [10:00]).
Agent Errors / Gaps
  • Misstated access method as 'Linus’s locally' instead of 'myrouter.local' (timestamp [08:00]), a clear ASR-normalization-resistant error due to repetition and context.
  • Falsely claimed MX6200 no longer supports cloud access ('we don't have cloud anymore') (timestamp [08:00]), which is incorrect per KB.
  • Did not verify WAN link status or Ethernet connection prior to reset, violating troubleshooting flow.
  • Failed to collect serial number or check warranty status, a protocol miss for a hardware troubleshooting call.
  • Provided no clear next step or escalation path after troubleshooting failed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reports 'no internet connection' after all steps; issue never resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent initiated troubleshooting with 5-press reset and asked to check Ethernet and Wi-Fi, but skipped full power cycle of modem and did not verify WAN status or ISP reachability.
R3 Partially Met Correct resolution path conf 85%
Agent correctly reset the MX6200 to default settings as a recovery step, but failed to escalate or continue diagnostics after reset failed to resolve connectivity.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified model (MX6200) and LED state (solid white), but did not ask about ISP type, modem status, or WAN IP to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No use of remote tools, router UI, or logs; agent relied solely on customer description despite need to verify WAN connectivity and configuration.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated 'solid white means connected online' — per KB, solid white on MX6200 indicates setup mode with no internet; also said 'Linus's locally via Linxis account', which is nonsensical.
Communication
C1 Not Met Clear & professional language conf 90%
Agent’s instructions were disorganized and repetitive; lost control by not establishing clear sequence or managing transitions.
C2 Not Met Confirmed understanding conf 95%
Agent used incorrect product names (Linus, Linxis) and failed to adapt language; customer showed confusion and needed clarification.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; left customer to repeat attempts without committing to further support or escalation.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timeline provided; agent only said 'try another device' and 'check cable' without follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue remained unresolved after multiple steps; escalation was warranted due to persistent no-internet condition but was not offered.
E2 Not Met Escalation prep & handoff conf 95%
No escalation performed; agent did not initiate any escalation path despite failure to resolve.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathetic statements; agent ignored customer’s frustration and potential disconnection issues.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace; continued with unclear, repetitive prompts despite customer confusion.
X3 Not Met Overall experience conf 85%
Customer had to repeat actions and information; agent could have streamlined steps or provided clearer guidance.
Call Transcript25 turns · 26 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more, please have your device's 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. Thank you for calling linksys technical support. [silence]
00:00
Speaker 1
Hi, I'm having trouble with my internet, the cable came out that USB cable came out and when I plugged it back in now, I can't get anything. Well, I'm not even, I'm not getting any signal now, the things, the things connected again, so I don't know why it's not working.
01:00
Speaker 2
right, this is Matt, how can I help?
01:00
Speaker 1
Sure. Yes. It's solid blue. Yes. H, eight, X, Z, J, G, G, G. Yes. Oh, what is that? It's the stove. On the far booth? Yeah. That says Boss? Yeah. Is it Chrome?
02:00
Speaker 2
I am talking to Marlena Saveli. Okay. Your links this device there. Is it solid blue on top? What's the color? Okay. That means it's back to default settings. Please check if model number underneath is MX 6200. Okay. So, what's the serial number? I mean, the model number. Is it MX 6200? Model number.
02:00
Speaker 1
Model number is MX6200. This is the main one. Yes. It's white now. [silence]
03:00
Speaker 2
OK. Here is the easiest way to reconfigure that device. Mam. um is it like uh this is the main one not the extender? Okay just press the reset button underneath five times. OK. Press release press release uh do it for five times and we'll just wait for three minutes because the router will reboot and we'll go back to how is it?
03:00
Speaker 1
It turned yellow, now it's solid white. And... Hello? Okay. I don't have a good signal on my phone when the internet's not up, so I might lose you, but so far, it's solid. Are you doing anything on your end or do I just wait? Yes. Yes. Oh, okay. Okay. When I go to Wi-Fi, it says no internet connection. Okay.
05:00
Speaker 2
Actually on the main, you know there is it already white on top. Okay, just that you're interconnected, then the wifi name is on the sticker underneath this main one. Including the wifi password. Okay, let me know if you are connected and can go online. [silence]
07:00
Speaker 1
Okay, so the instructions are saying we're going three hours after inclination with your lunch. And it says we don't get back here until 2:00 PM or something like that. All right. [silence] Time to get serious, right?
08:00
Speaker 2
Yeah, do not access the Linus's locally. I mean, via Linxis account, because we don't have cloud anymore for these type of router calling for only local access. Which, I mean, just connect for the meantime your, is that a phone or iPad? What device is that? Is it you in correct password or? [silence]
08:00
Speaker 1
It says the server can't be found. Oh. Okay. Okay.
09:00
Speaker 2
Okay, and, uh, but aside from that, you need to connect first your device to the default Wi Fi name of the main router. You need to connect it first. It is back to default settings now, Marilyn. It's back to VeloP Setup Wi Fi name. So, check VeloP Setup. And the password that you need to use is on the sticker underneath this main node.
09:00
Speaker 1
And it does have the right the password in it, but says no internet connection. White. OK. I'll try this laptop here.
10:00
Speaker 2
yeah. if you could try to another device, please. another one. because solid white means that it's already connected online. okay. still solid white on top? What color? [silence] is it still solid white on top? What color? [silence] mm-hmm. okay. solid white. because solid white means that it's already connected online. can you try another device, please? another one. yeah.
10:00
Speaker 1
[KEEP_UNCERTAIN] I'll go to settings and see if it's what's on and. Okay. Settings, Wi-Fi, Vellup. And it says, no, okay. How do I, I don't know what you're talking about. It, it comes up here. It says Wi-Fi (it has the setup F95).
11:00
Speaker 2
If you'd like to identify which one is which, make sure you're selecting the main nose Wi-Fi.
11:00
Speaker 1
So are you checking on something or? What are we waiting on? No, like, it says, no, on either one.
14:00
Speaker 2
I asked you to connect to the default Wi-Fi name of the router, which you did, but is it still, are you still unable to visit any websites using a different handheld device? No internet still, okay. Just turn off your links says there's a switch on your knee, or on hang on, the Ethernet cable that is from your modem. Is it still connected to the Internet port of the router?
14:00
Speaker 1
I should make sure 1.2 Yeah, right above wide. OK. Now nature.
15:00
Speaker 2
The Ethernet cable that connects the modem and the route links this device. Make sure it's still plugged in on the internet port. That's going to be right above the power plug. You're right above the power plug. I'm referring to the Ethernet cable. If you still don't have internet connection, if it's connected um like that, no need to change it. Just switch off and set our links using the switch underneath. Switch it all.
15:00
Speaker 1
So it. Let me try it again. And it says, no internet. I mean, it's not changed. Okay, turn off Linksys. Where do I do that? On the,
16:00
Speaker 2
Sorry, turn, playback sequence instead, please.
16:00
Speaker 1
Node. Okay [silence] unplug the modem. Okay, you're talking in back of the node. Okay. Okay.
17:00
Speaker 2
Yeah, underneath, there's a, a switch. Okay. Once you had it off, I, I need you to unplug your modem too. From the outlet before you we turn it on. It's going to be the main, the main source of your internet. The box provided by internet service.
17:00