V2 Rubric Detail — ba9b2e9a-745b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 08:14
Duration
13m 29s
Contact
Sarah Zins
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135274
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ 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

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

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication1.25/5
Ownership4.00/5
EscalationN/A
Customer Exp1.07/5
Overall38.6% (+2.6)

V2 Grader Summary

The agent correctly identified the need for a wired parent node and guided the customer through a reset, but never confirmed that the extenders were functional or that internet access was restored. Troubleshooting was incomplete, tools were not used when appropriate, and communication was fragmented, resulting in a partial resolution without a confirmed outcome. The agent also provided incorrect LED color guidance (pink, purple, tail, turquoise) that contradicts the KB, undermining technical accuracy.

V1 Case Analysis

Customer switched to Plusnet fiber and new modem; mesh nodes not connecting. Agent instructed factory reset and wiring parent node to modem. Node showed flashing white/pink, never stabilized. No resolution achieved.

Troubleshooting Steps
  • Asked for number of devices and ISP
  • Collected parent node serial number
  • Guided customer to perform a factory reset (hold reset until solid blue)
  • Instructed to connect the parent node directly to the new modem
Key Observations
  • Agent collected serial number and customer name, showing attempt at protocol compliance.
  • Provided materially incorrect LED state descriptions: 'solid pink or purple' and 'solid tail or turquoise' — these colors are not documented in any Linksys KB for mesh nodes.
  • Failed to verify WAN/internet connectivity after wiring the parent node to the modem.
  • Did not confirm whether the customer's model supports the procedure or check for ISP-specific requirements (e.g., VLAN for Plusnet).
  • Customer left without a confirmed working solution; issue remains open.
Positive Highlights
  • Successfully obtained the parent node serial number (25F10601A00132) from the customer.
  • Correctly identified the need to designate a parent node wired directly to the modem for mesh reconfiguration after ISP change.
  • Guided the customer through a proper factory reset procedure (hold reset until solid blue).
  • Acknowledged the customer's frustration and apologized for the inconvenience.
Agent Errors / Gaps
  • Incorrect LED state descriptions (pink, purple, turquoise, tail) — per KB, valid states are solid blue/white (online), solid yellow/amber (limited), solid red (no connection), blinking (booting).
  • Did not verify that the internet connection was established at the modem or router level.
  • No mention of checking for required ISP settings (e.g., PPPoE or VLAN tagging for Plusnet fiber).
  • Failed to escalate or suggest next steps after the node failed to stabilize post-reset.
  • Poor call control — allowed customer to drift, did not confirm outcomes before proceeding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed that the extenders were working or that the customer could access Wi-Fi after the reset; the call ended with the light still flashing blue and no verification of internet connectivity or extender functionality.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked for serial number, explained the need for a wired parent node, and guided a reset, but did not verify internet connectivity or systematically test the nodes post-reset; troubleshooting was incomplete.
R3 Met Correct resolution path conf 90%
Agent correctly identified that the mesh system required a wired parent node after the ISP change and guided the customer to reset and re-wire the nodes, which is the appropriate resolution path for this scenario.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the symptom (extenders not linking) and asked for a serial number, but skipped key diagnostic questions such as current wiring, ISP modem status, and model verification, resulting in a disorganized diagnostic process.
T2 Not Met Appropriate tools / resources used conf 85%
No tools (remote session, admin UI check, logs) were used even though checking node status via the web interface (myrouter.local) would have been appropriate and feasible given the customer was performing physical setup.
T3 Not Met No misinformation conf 100%
Agent provided contradictory LED guidance: while correctly instructing to hold reset for solid blue, they told the customer to wait for 'solid pink or purple' and 'solid tail or turquoise' to indicate the device is online. The KB states a solid blue light indicates the node is ready for setup, and pink, purple, tail, and turquoise are not supported by any provided KB.
Communication
C1 Not Met Clear & professional language conf 90%
Call is fragmented with many filler phrases, repeated confirmations, and no clear agenda or transition; the agent loses control several times, failing to guide the interaction effectively.
C2 Partially Met Confirmed understanding conf 80%
Agent uses simple language and apologizes, but frequently uses vague terms and does not consistently check the customer’s understanding, failing to adapt communication to the customer's level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and attempted to resolve the issue himself, demonstrating ownership from contact to close.
O2 Partially Met Proactive follow-through conf 85%
Agent told the customer to wait for the light to change and to move child nodes, but did not give a concrete timeline or promise a follow-up callback, leaving next steps unclear.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the information provided; the issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologizes and thanks the customer repeatedly, showing some empathy, but the tone remains scripted and lacks genuine personalization or sincere acknowledgment of frustration.
X2 Not Met Tone & rapport conf 90%
Agent does not adapt to the customer's confusion; repeats instructions without confirming comprehension and uses filler that does not engage the caller, failing to match the customer's pace or emotional state.
X3 Not Met Overall experience conf 85%
Customer is asked to repeat information (serial number) and perform multiple manual steps (reset, move nodes) that could have been streamlined; no effort to reduce friction or avoid unnecessary repetition.
Call Transcript23 turns · 25 lines
Speaker 1
Oh, I'd so hope you can assist me, Josh. I'm going mad. Um, I changed Internet provider yesterday and I've been trying to, so none of my linksys work. I've got linksys um extenders and they, none of them work. And because they haven't got a WAP, W, oh is it called a WAP button? Anyway, because they haven't got that button on them, WPS is it or something, anyway, whatever it is, because they haven't got that button on, I can't seem to sort of link them to my new router. Sorry, my new modem it's called, isn't it? I must have got it right. So I've tried everything it says in the book.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
00:00
Speaker 1
But it hasn't worked. Thank you. And are you being. Can you hear me? Can you hear me? Can you hear me? Hello? Can you hear me? Oh, good. Okay. Right. Um, two, three. I think I've got three. I might have four. Yes, it's plus now.
01:00
Speaker 2
Ah, got this one ma'am, and I do apologize for the inconvenience. I have a rest assured that I will do everything I can to fix this issue. So, regarding with your concern, mm-hmm. I'm sorry, ma'am. Hello, ma'am, can you hear me? Ah, yes, ma'am, I can hear you now. I'm sorry, I thought I lost you. Yes. Yes, I can. Yes, ma'am, I can hear you. Can you hear me? Ahem. So, going back to the issue, may I know how many Linksys devices do you have? And may I know who's your internet service provider? Susnet.
01:00
Speaker 1
[KEEP_UNCERTAIN] number of what? Yes. If I've got a main one, I don't know if I've got 25 F 1 0 6 0 1 capital A double 0 1 3 2. I don't know if that's my main. I didn't I didn't know there was the main one. I thought they were all sort of. So some most of them are. Yeah.
02:00
Speaker 2
alright. And can I have the serial number of the parent node? of the main, like the main Linksys node, can I have, the serial number of that device? [silence]. alright, thank you so much. Uh-huh. So, alright, thank you so much for that one again. So, I'm going to set your, sorry, I'm going to set your expectation that these devices are actually like mesh devices. In order for them to work as a mesh system, one of them should be wired directly to, your new modem. And that one will
02:00
Speaker 1
Oh, all right then. Okay. Hang on. Well, that's not how I plugged it in before. Right. So, I'm just going to the... Right. Okay. So, I've got my... I mean, I've got a house on two floors with very thick walls. So, it's always a problem. So, here I am in my colony's cupboard with my roof, with my modem, with my plusnet modem. And I've got one... Does it matter which one? I've got one of the Linxsis here. Okay.
03:00
Speaker 2
Yes, ma'am. Okay. time
03:00
Speaker 1
Yeah, it well, I'm, I'm, I haven't plugged it into the router, do you want I mean to the modem. Do you want me to plug it into the modem? Okay. Okay, so this is a mesh system, is it? That I've got. Oh, okay, good. Well, I think that's what I need. So that's wonderful. Right, I've plugged it in and it's flashing read. Okay? No, I called them when I first set it up cuz I've literall just literally just yesterday change provider. So when I had my it's up with my old provider, I called you. But I didn't like you didn't tell me to set up
04:00
Speaker 2
Oh, yes, please. So yeah, just plug that Ethernet cable coming from your new modem into the main node or parent mode. Yes, ma'am. That's correct. Aha. Got that one. So for now, let's observe the light behavior on the parent node for two to three minutes, okay? And by the way, ma'am, is this your first time calling that's nice.
04:00
Speaker 1
a link is with the you can plug it into the mode to the modem last time i mean i've got wild my whole house is wild so i've got um I've got a TP link and I've got ports where where I plug in the boosters or the whatever you know the i plug them i plug the link this is in using um using the my connection which is which which link to my TP switch TP link that was the child node where yeah were were were wired
05:00
Speaker 2
I see. a. Uh-huh. Uh-huh. a. Uh-huh. So, uh, so just to verify your previous setup was uh the child nod was wired directly to the link switch. Is that correct?
05:00
Speaker 1
s after, can you see the same showing red that, I tried yesterday. So I now can press it, so do I press it now?
06:00
Speaker 2
Yeah, that's actually fine. So for this setup, once we reconfigure the parent node, like once the light on that parent node will turn to solid green or blue, we will then word the tip link switch to it and then then word the child nodes directly to the tip link switch. Okay. So what's now the light on the parent node? Is it currently still flashing red? So, just to verify, did you press the reset button prior calling us? So, yes, yes. Ma'am, so for reset, kindly press and hold the reset button and do not release it until you see the solid blue light.
06:00
Speaker 1
Well the lights gone off completely. Oh there we go. Okay, yep there we are. Yes it's solid blue. Okay. Yes, sure. It's Sarah. Z-N-S, gmail.com
07:00
Speaker 2
Uh huh. Just wait for the solid blue and once you see it, that's the time you. Yeah, you may now. Thank you so much for that one. That's great. You may now release the reset button, ma'am. Uh huh. And while waiting for the light on the parent node to turn two solid pink or purple, may I have again your first and last name. Uh huh. Thank you so much for that one. And what about your email address. All right. Thank you so much for that one, ma'am. So, yeah, so for now, let's just wait for the light on the parent mode to turn to.
07:00
Speaker 1
So am I going to have to leave this node, am I going to have to leave this node next to the modem? Okay, so I think I'm going to need another one because I've got. Well, let's see, I may not, I may not, let's see. Because I've got now, I've moved, the reason I moved to Plusnet is, well, one of the reasons is because I've now got full fiber broadband. So, as of yesterday, so I ought to be in, you know, I presume my Wi-Fi should be quite a lot better. It's still, yeah, it's still, it's still blue. Well, it's not only flashing blue. It still flashing
08:00
Speaker 2
that's correct, man. Since that's the main or parent node, that device should always be wired directly to your modem. Mm-hmm. Mm-hmm. and can you tell me the light now? Mm-hmm. still flashing blue, correct? or is it that?
08:00
Speaker 1
hmm. hmm. okay. you've done and now it's flashing white. no, it's, yeah, flashing. now it's pink. now it's gone pink. okay. thank goodness you're so helpful because this is not easy. Yeah, no, and I tried that because I went on Google and AI told me what to do, but so I did all the reset, but I didn't know that I needed a parent node. So that nobody told me that last time. And so yeah, so I hadn't got a parent node and I couldn't manage to link it because it because it didn't have a.
09:00
Speaker 2
Yeah, thank you. Yeah, thank you so much for that one, Ma'am. So yeah, I'm gonna walk you through on how to reconfigure all the nodes. So the reason why we need to reconfigure all the systems, Ma'am or all the nodes is because you mentioned that you replaced the modem. So every time you replace the modem or the source of the internet, we really need to reset and reconfigure the nodes because they will be connecting to a different device. So, uh-huh. Uh-huh. I see. Uh-huh. Uh-huh.
10:00
Speaker 1
Whatever, whatever those buttons are called, WPS or whatever was it called? WPS button, I couldn't, I couldn't link it. Okay, right, that'll take me a little while because I've got to get on a ladder to get one [silence]
11:00
Speaker 2
Mm-hmm. Ah ha. Ah ha. Uh-huh. Okay. Uh-huh. All right, so let's wait for fetched. Uh-huh. All right, so let's wait. Uh-huh, let's wait for 30 seconds or a minute, and if the light on that node is still showing solid tail or turquoise or blue, rest assured that [silence] that device is already online or working. [silence] So, yes, ma'am. So, again, since this is for reconfiguration, for now, kindly move all the child nodes next to the parent node. No worries, ma'am. I understand, ma'am. Don't worry. You may proceed. Your time. You're most welcome. All right, yes, ma'am. My name is Josh spell spelled as J O S H. Yes, ma'am. Oh, I'm sorry, ma'am, you Uh-huh. You also need to bring the Hmm.
11:00
Speaker 1
Oh, part. Is that... Do I understand?
13:00