V2 Rubric Detail — bbbeba50-70d5-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-25 20:37
Duration
26m 36s
Contact
Mark Robinson
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134843
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_MX2000

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp3.21/5
Overall93.7% (+33.6)

V2 Grader Summary

The agent correctly applied the 5-press reset to the MX2000, verified solid-blue status, guided the customer through app setup, and confirmed internet connectivity. All technical steps were accurate and appropriate. The issue was fully resolved, with strong troubleshooting and ownership, though empathy and effort reduction were only partially achieved.

V1 Case Analysis

Customer reported MX2000 mesh system not connecting to internet. Agent performed 5-press reset, guided through app setup. Customer reported solid blue light and internet access. Agent did not verify modem connectivity or confirm final outcome before closing.

Troubleshooting Steps
  • Verified Ethernet cable connection to WAN port.
  • Performed 5-press reset on parent node.
  • Waited for solid blue status.
  • Guided customer to connect to default Wi-Fi and use Linksys app to set new SSID and password.
  • Explained router admin password vs. Wi-Fi password.
  • Provided local router address (192.168.1.1) for web UI access.
Key Observations
  • Agent correctly used the 5-press reset method for MX2000 (supported per universal_5press_models.md).
  • Agent failed to verify the modem was providing internet before troubleshooting the router (per universal_isp_modem_diagnostics.md Step 1).
  • Long silences and poor call control reduced efficiency and communication clarity.
  • Agent did not confirm final resolution before closing the call — customer said 'thank you' but agent did not verify understanding or outcome.
  • Agent provided correct local router URL (192.168.1.1) and explained router vs. Wi-Fi password.
Positive Highlights
  • Correctly identified and used the 5-press reset method for the MX2000 (per universal_5press_models.md).
  • Provided accurate explanation of the difference between router admin password and Wi-Fi password.
  • Successfully guided the customer through the Linksys app setup process to rename the network and set a password.
  • Provided the correct fallback URL (192.168.1.1) for local access.
Agent Errors / Gaps
  • Did not verify that the modem was providing internet before focusing on the router (critical omission per universal_isp_modem_diagnostics.md).
  • Failed to confirm the final outcome — did not ask if internet was working or if the customer could access the web UI after setup.
  • Poor call control with long silences (e.g., [04:00], [12:00], [25:00]) and lack of clear step-by-step guidance.
  • Did not acknowledge customer frustration or provide empathy during repeated reset attempts.
  • Incorrectly suggested using 'myrouter.local' as the first option when the MX2000 requires HTTPS and may need 'https://192.168.1.1' (per universal_password_login.md).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms connection success: 'Connected. Great. Connected.' and proceeds to complete setup in the app.
R2 Met Diagnostic thoroughness conf 90%
Agent performed logical troubleshooting: verified physical connection, executed 5-press reset, monitored LED status, guided app login, and confirmed internet access via browser.
R3 Met Correct resolution path conf 90%
Agent pursued correct path for MX2000—no warranty dismissal; applied appropriate troubleshooting steps for a mesh node with internet connectivity issues.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (no internet), asked about modem, Ethernet, LED color, and serial number—logical diagnostic sequence.
T2 Met Appropriate tools / resources used conf 90%
Agent used correct tools: LED status check, 5-press reset, app guidance, and local web UI (192.168.1.1)—all appropriate and necessary for this issue.
T3 Met No misinformation conf 95%
All technical instructions accurate: 5-press reset valid for MX2000 (no Pair button), solid blue = ready, distinction between router and Wi-Fi password, correct IP addresses.
Communication
C1 Met Clear & professional language conf 85%
Agent framed interaction, collected info, maintained control through setup, managed transitions, and stayed on track despite customer confusion.
C2 Met Confirmed understanding conf 85%
Agent used simple language, adapted to customer’s pace, confirmed understanding ('Did you find the Wi-Fi name?'), and avoided jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on setup completion.
O2 Partially Met Proactive follow-through conf 80%
Agent provided next steps (use myrouter.local, add nodes later) but gave no timeline or follow-up commitment.
O3 Met Closure confirmation conf 90%
Agent asked if this was the first call and avoided re-asking previously answered questions, maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue resolved during call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent was polite but did not explicitly acknowledge frustration or express empathy beyond basic courtesy.
X2 Met Tone & rapport conf 85%
Agent adjusted to customer’s confusion, repeated instructions, and checked progress—maintained engagement.
X3 Partially Met Overall experience conf 75%
Customer repeated steps due to app confusion; agent could have preempted issues by clarifying setup flow earlier.
Call Transcript46 turns · 49 lines
Speaker 1
Yeah. I have a Linksys.
00:00
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 about your service options, press two. 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. Hi, thank you for calling Linksys technical support. This is Rio, how can I assist you for today?
00:00
Speaker 1
mesh system. Uh, it's the, uh, uh, model number is MX2000. And, um, I'm sorry? Yeah, yes. And, um, I cannot get it to hook up to the internet again. it keeps saying to reset it and everything. you just keep going in circles a bit. I do have internet. I have a, I have a modem they will not connect to it. Nope. nope, and it used to.
01:00
Speaker 2
okay, so the MX2000, MX2000 sir. Okay, all right. Is it you are basically unable to hook up to the internet sir or you don't have an internet for your Linksys device. Is that all right? Okay, all right, so basically you do have an internet from your modem, however, for the Linksys device, it's not receiving an internet, correct? Okay, all right. Can you confirm to me sir if what's the serial number for your Linksys device please?
01:00
Speaker 1
Yeah, so a few of them but this is one of them. The serial number is Yes, 50 D is in dog 10 M is in Matt 2 4. C is in cat 0 2 302. Okay. Well, I have a total of six but I'm only using the one right now I'm sorry. Oh, it shows, it looks like it's purple. I did.
02:00
Speaker 2
the one that is the parent node or the main node. thank you. how many a total of linksys devices you are currently using sir? okay. all right. give me just a second. main node here. what's the light indicator showing in your main node? what's the light indicator showing at the top of the Linksys main node? purple light. did you happen to press the reset button for this node? okay.
02:00
Speaker 1
was prompted . Yeah, I was trying to set up a new one. No, I've caused links before with my old router from Xix system. More than a year ago. That's with my old mesh, though. I have. I have two separate mesh systems from links is. Yeah.
03:00
Speaker 2
So, sir, just to set proper expectation, whenever you are trying to press the reset button on the Linksys device, you're going to reset your router settings, including your Wi-Fi name and Wi-Fi password. So, it will be deleted. So, possible, Okay, all right, perfect. Then, it's a, it's a good light indicator. So, meaning to say, sir, it's in a setup mode, but before we proceed and set up this Linksys node, we're going to create first a record for you in the system. Is this the first time you called Linksys? Okay. Like more than a year ago or just recently? Okay, all right. If that's the case, sir, since you called us more than a year ago with your old Linksys devices, I'm going to...
03:00
Speaker 1
Okay, sure. Mark Robinson. M-R-K. Go ahead. M-Robinson A-S-L. I can American sign language the M-Robinson ASL at gmail.com. Correct. Uh, spectrum. Spectrum. Sure. Okay. [silence]
04:00
Speaker 2
Create a new record for you with the new device that you have. Okay. Can I know your first name and last name, please? How about your... Uh-huh. Okay. How about your email address, sir? Is this correct sir? Mr. Robinson, asl@gmail.com. Okay, alright. Who's your internet service provider? Uh, can you give me at least uh three minutes so I'm just filling up everything first in the system so I can create a record for you? Thank you so much.
04:00
Speaker 1
just one there's only one there's only one connected to it for the input yes ma'am what
05:00
Speaker 2
Okay, so uh, sir, for the main node that you have right now, let's check for the first the physical connection before we set up everything. May I know, sir, how many ethernet cable connected at the back of the Links' nodes? Yes. How many ethernet cable connected? Okay. So, it's in the internet port connecting to your modem, correct? Perfect. Now, here's what we gotta do, sir. Uh, in the main node, the one that you have right now, press the reset button five times, like one press for one second. Not too fast. Five times, press reset button. Not too fast. Perfect, okay? We're gonna wait for your nodeser to turn solid blue. Let's wait for it more, maximum waiting time is seven minutes.
05:00
Speaker 1
I think it's purple again. Now it's not mixing. Yeah. Right? Uh, I think it changed color. I'll do it again. It's actually a solid blue. Now I thought now. We want that mixing, though.
08:00
Speaker 2
Is it blinking? It's just a solid purple. So when you pressed the reset button five times earlier, did it blink, did it change colors or it was still solid purple? OK, try again to press the reset button five times here. [silence] I'm sorry.
08:00
Speaker 1
It was purple, now it was, then changed to blue, but I just turned off the reset thing. Yeah, I did it five times. It's just solid blue. I thought it was purple, but now it's blue. Yes. Okay. So that's what you want. You want it to be, what, flashing blue?
09:00
Speaker 2
Sorry. Is it solid blue now or purple? Okay. Just leave the parent node there. So when you press the reset button earlier, did it turn solid blue or solid purple? Right now it's solid blue. Okay, give it some time. It should be solid blue after you press the reset button five times.
09:00
Speaker 1
A solid blue. It was blue before, I started hitting reset again. But now it's just a solid blue. Sure. Right here. An iPhone. Let me see. Wi-Fi.
10:00
Speaker 2
I'll give it some time. Did it just turn solid blue right now, or it was purple before you press again the reset button? Okay. Can you, do you have an iPad there or a phone that we can try to check your wifi? All right. Are you using a phone or an iPod? An iPhone. Okay. So in your phone, sir, can you try to go to your wifi settings and check the default wifi name of Linksys. You need to connect to that.
10:00
Speaker 1
Yeah,
11:00
Speaker 2
Did you find the Wi-Fi name there? No, the Wi-Fi name is relocate at the bottom of the device. There is a Wi-Fi name there. You can see it there. Yeah. Try to put also the password.
11:00
Speaker 1
You get that?
12:00
Speaker 2
Okay, are you connected now? Okay. Can you try to open a web browser? [silence]
12:00
Speaker 1
[silence]
13:00
Speaker 2
internet so we can check if you really have an internet now you can go YouTube you can try YouTube sir you can go to YouTube okay is it working? okay that's good to hear sir do you happen to have a linksh your app okay I'll try to help you out sir so you can uh change the WiFi name and Wi-Fi password in the app um when you open the linksh your app tour you can only log in using a router password can you try to open it?
13:00
Speaker 1
I do not want to complete set up. okay. All right, I made it that. Yeah, I just did, just did links this. Let's try opening it again. Okay, I agree. Connected. Next. No, online installing, yes. It take up to a minute, connected. Private new Wi-Fi settings, yes. Pick the name, all right. OK. Yes, ma'am.
14:00
Speaker 2
Canon, try I don't want it to complete setup. [silence] Okay? This shows now in the app. Make sure you save the Wi-Fi name and Wi-Fi password sir okay?
14:00
Speaker 1
All right, continue. Now, if I wanted to log onto my my router via desktop, how would I do that? Does reset your note button? its prompts says reset your note button. It says the solar system is all busy. Yeah, it says reset your node. Press and hold the reset button for 10 seconds,
15:00
Speaker 2
sorry you reset your node button
15:00
Speaker 1
Mr. Reese, all settings permanently. I've done this. Okay. Connect your router to a modem or a source of Internet. To me to... Okay. It does checking for Internet. Connected. Use the same settings? Yes. Continue. Creating my account. So, back to reset your notes.
16:00
Speaker 2
What are your other options you see there aside from that? Yeah, I've done this. Mm-mm. Mm-hmm. Mm-hmm. Mm-hmm. You have mean. You have mean. Mm-hmm.
16:00
Speaker 1
The app is saying we set the node. Now, let's see. said ad. I've done this. Connect your, router to modem or source of internet. Done, connected. Plug in additional nodes. Make sure everything's finished setting up. Node is solid. It's gonna take a minute. It says connected. does use the same Wi-Fi settings. No, create a new one. No? Go back. Create a new one. Okay, all right. Okay.
17:00
Speaker 2
it routes you to reset your node? Do you have an option there to continue sir and do not save the old router settings? No. No. Create a new one. Yes.
17:00
Speaker 1
back to reset your node. Yep. No, I was asking to complete set up, remember and we said no. And then
18:00
Speaker 2
It's still asking you to reset your nodes. Earlier sir when you open your linkings up did it ask you to log in? Okay can you try to close the um
18:00
Speaker 1
Sure. Completely, perfect? Can reopen it? The app? All right. Okay agree. Huh?
19:00
Speaker 2
app please taste sir.
19:00
Speaker 1
connected solid maybe my wife I Right now, I can log in. So, let's see. address one Well I'm at in.
20:00
Speaker 2
How is it right now? Uh no sir you don't need to put an email address you cannot uh.
20:00
Speaker 1
It asked me to put in a new name for the Wi-Fi. I did that. After that, it said, email address to log in. I just press, get for now. Okay. create your router's password. Okay. All right.
21:00
Speaker 2
Sorry. [silence] Do you have an option there? Oh yeah, skip. Okay, that one. See, that's the most important thing that we need to set up. You need to create your router password. So router and router password and Wi-Fi password are not the same. So router password is for you to log in to your Linksys account because you don't need to use email and password anymore. Just this router password. So it's 10 characters, no repeating letters.
21:00
Speaker 1
Oh, it's a hint. Ah, OK, hint. OK. Now it's confiding with it. [silence] Okay. I'm trying to right now. It doesn't think created. I select the new Wi-Fi. Okay. Let me see. Go to my settings, it says. And click to the new one. All right. [silence] Yeah. Connected. Great. Connected. Checking for child nodes. I can always add nodes later, right? Okay. Okay. Okay, cool. I got it. [silence]
22:00
Speaker 2
You can check your Wi-Fi name that you've created earlier or renamed earlier. Yes, sir. But you cannot use the Linksys app. You can try to use the website to add child notes.
24:00
Speaker 1
That you. Are you there? Hello? Yes. Hello Hello Yes, I do. Um, okay. Okay. [silence]
25:00
Speaker 2
Hello, sir. sorry I got muted in my own Uh do you have by the way a pen and paper? So you can write down the web page that you can use so that you if you're going to set up your child notes you will go there. Uh okay. whenever you're ready, I'll provide you the link. Okay. first link that's you just put it in the address bar that's My router.local Uh all right. That's the first one. Now if the it does not work, you can try HTTPS two forward slashes [ silence]
25:00
Speaker 1
okay. no. okay. well, what's wrong. no, thank you so much for your help. Appreciate it. Thank you. You too. Bye-bye.
26:00
Speaker 2
192.168.1.1 all right so yeah anything else sir I can assist you aside from this you're welcome sir so if you need further assistance again you can always call us back this is Rio from Linksys you have a nice day sir bye bye
26:00