V2 Rubric Detail — c0dc9a4a-5fad-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 00:38
Duration
36m 36s
Contact
Christina McCabe
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00132152
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to complete the setup
⚠ 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

Resolution4.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical3.44/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall87.3% (+31.3)

V2 Grader Summary

The agent successfully resolved the customer's MX6200 setup loop by guiding through a 5-press reset, admin password recovery, and Wi-Fi configuration. Despite misdirecting the customer to myrouter.info (invalid for MX6200) and providing garbled Windows network commands, the agent corrected course by guiding to 192.168.1.1 and achieving full functionality. The customer confirmed resolution and expressed satisfaction.

V1 Case Analysis

Customer unable to complete app setup; router stuck in reset loop. Guided through 5-press reset, admin password recovery, and manual web configuration via 192.168.1.1. Router now operational.

Troubleshooting Steps
  • Attempted pair button reset (incorrect for MX6200)
  • Performed 5-press reset to exit reset loop
  • Attempted access via myrouter.info (failed)
  • Provided invalid IP address (156.141.7.10) and Windows-key command (NCPA.cpl)
  • Guided to access router via 192.168.1.1 after disabling mobile data
  • Reset admin password using recovery key
  • Configured Wi-Fi SSID and password via web UI
Key Observations
  • Agent incorrectly instructed use of the pair button on an MX6200, which does not support that method [15:00].
  • Agent provided invalid IP address 156.141.7.10 and irrelevant Windows-key command (NCPA.cpl) [23:00–24:00], causing confusion.
  • Agent confused admin password with default Wi-Fi password, leading to failed login attempts [27:00–28:00].
  • Agent failed to issue or reference a case number despite stating one would be created [11:00].
  • Customer confirmed resolution with solid white light and internet access [35:00].
Positive Highlights
  • Collected full customer name, email, model number, and serial number accurately [11:00–13:00].
  • Correctly guided 5-press reset to exit reset loop and enable setup mode [16:00].
  • Successfully guided customer to reset admin password using recovery key [29:00].
  • Walked customer through Wi-Fi configuration and confirmed final functionality [31:00–35:00].
  • Maintained polite tone despite customer frustration and technical setbacks.
Agent Errors / Gaps
  • Wrong pairing method for MX6200 (pair button instead of 5-press) [15:00].
  • Provided invalid IP address 156.141.7.10 and incorrect troubleshooting path involving NCPA.cpl [23:00–24:00].
  • Confused admin password with default Wi-Fi password, leading to login failure [27:00–28:00].
  • Did not provide a case/ticket number after stating one would be created [11:00].
  • Instructed customer to access myrouter.info, which is not the correct URL for MX6200 setup [20:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms success: 'the light on the router it to be white... it is ready to go... that's it I'm good' and expresses gratitude.
R2 Met Diagnostic thoroughness conf 95%
Agent performs logical sequence: verifies model, attempts pair button, executes 5-press reset, guides to local web UI, recovers admin password, configures Wi-Fi settings.
R3 Met Correct resolution path conf 95%
Agent correctly treats new MX6200 setup as in-warranty issue, follows full setup path without dismissal, resolves configuration loop.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identifies 'reset loop' symptom, collects model (MX6200), serial, ISP, and LED status to inform troubleshooting path.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent uses correct tools (buttons, web UI) but gives incorrect access method (myrouter.info for MX6200) and garbled Windows command steps, requiring customer to find correct path independently.
T3 Partially Met No misinformation conf 95%
Agent incorrectly directs customer to myrouter.info (SPNM-only) and provides garbled IP/gateway instructions; however, corrects course by guiding to 192.168.1.1 and recovers access.
Communication
C1 Met Clear & professional language conf 95%
Agent opens call professionally, maintains control throughout, sequences steps logically, and closes with confirmation of resolution.
C2 Partially Met Confirmed understanding conf 90%
Agent uses accessible language overall but introduces confusion with technical inaccuracies (myrouter.info, FF .147 15 key) that required customer rework.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, performs all troubleshooting, and resolves without transfer or deflection.
O2 Met Proactive follow-through conf 95%
Agent confirms resolution is complete, no further steps needed, and no follow-up commitments were made.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted — issue resolved at L1.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remains patient, thanks customer for patience, and responds empathetically to frustration expressed at call start.
X2 Met Tone & rapport conf 90%
Agent adapts tone to customer’s pace, checks in frequently, and maintains engagement despite technical hurdles.
X3 Partially Met Overall experience conf 85%
Agent reduces effort by guiding setup, but incorrect URL and garbled keyboard instructions forced customer to retry steps unnecessarily.
Call Transcript47 turns · 51 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's 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'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.
00:00
Speaker 1
What do you guys want? Go away. It's not bedtime. Go away! [silence] Hi, Paul. I just purchased a Linksys router. And I am having trouble setting it up with the app. It is like stuck in a reset loop. I can get to where I name the internet and provide a password. And then it says it's like, setting up the account. And then it automatically, like, tells me to reset the node and starts all over again. [silence]
07:00
Speaker 2
Thank you for calling LenSys technical support. My name is Paul. How may I help you today?' [silence] 'Okay. [silence] 'I see. [silence] 'So basically, you're having a hard time like sitting
10:00
Speaker 1
Yes, correct. Yeah, first, yep, first time set up. Yes, sir. Okay. Yes, Christina C. H. R. I. S. T. I. N. A. And my last name is Mccabe M. C. C. A. B. E. Yes, B for boy. Yes. Yes. Yeah. Yes, uh, C. F as in Frank, M, C, C, A, B as in boy, E.
11:00
Speaker 2
Okay. Okay, so for this one mayhem, yeah, let's see what we can do. But before we proceed now, let me create first a ticket for you. Can I have your first name and your last name? [silence] Oh, by the way, is it B for boy? Okay. That's Christina McCabe. Okay. And can I have your email address, ma'am?
11:00
Speaker 1
the number 1 at hotmail.com under. Oh, okay. Sorry. On the speaker. Okay, perfect. Sorry. I'm sorry. Okay. It's MX six, two, zero, zero.
12:00
Speaker 2
Okay. So that's c f m M C C A B E one at hotmail.com right so that's c f McCabe at oneat hotmail.com. Okay. So yeah, let's proceed and can I have the model number of the linksys router? Mhm. Yeah, you can check the model number ma'am underneath the device. Usually it starts with MX. Yes, it's on the speaker. That's okay. Yes, on the speaker. Yeah look for anything that starts with MX. Yeah go ahead. Okay, and how about the serial number?
12:00
Speaker 1
It is eight. W 10 M 2A D. 08428. Yes, yep, you did. One. We only have one, yes. Just one. Mountain West. I think it Mountain West Technologies, maybe.
13:00
Speaker 2
Okay, that's 58W10M2A89D083428. Did I get it correct? Okay. Okay, and by the way, Mom, how many routers do you have in total? Do you only have one, two, or three? Okay. Okay. And can I also know who's your ISP, your internet service provider? Mountain. Mountain. Mountain. Mountain. Mountain. Mountain. Mountain. Mountain. Mountain. Mountain. Okay, yeah, that's a great thing. Okay, so I believe this is just a local ISP, ma'am, right? [silence]
13:00
Speaker 1
Correct. Yes. Yeah. Mountain West Technologies, correct. Uh, they're in Casper, Wyoming. Okay. Blue. Uh, blue solid. correct yes okay okay two seconds okay done okay no no it's the it's still just blue solid yes yes the big button sure yeah okay okay okay [silence] test okay and then talking was? [silence]
14:00
Speaker 2
well let's try to set up the router ma'am so okay so at the bottom of the router ma'am you have the two buttons right the bigger button and the small button okay so please press ma'am the bigger button for two seconds yeah we call it the pair button yeah press that one yeah just two seconds okay then let me know what is the status light on the router is it flashing uh is there any activity in the light of the router a solid blue can you try pressing it again ma'am yeah the the big button yeah same thing two seconds yeah it should like uh it should respond like it should flash
15:00
Speaker 1
No, no flashing. Yeah, same thing. It's just still solid blue. okay? okay? uh, uh, uh, uh, red. Okay?
16:00
Speaker 2
same thing hmm interesting okay let's try this one man try to press the smaller button this time that smaller button try to press it five times yeah the reset five times not too fast not too slow yeah okay okay good let's give it some time then let's give it uh maybe around three to five minutes maximum let's wait until it turns solid white.
16:00
Speaker 1
you have you have perfect timing it is um it is solid uh it is solid white yes to Oka
18:00
Speaker 2
Okay, ma'am. How is it going? What's the status light right now on the router? What's the color of the light? Uh solid what color? Is it solid white? Okay, good. So, can you go back to your phone? Yeah, please go to view wireless networks in your phone. Then please check if you can see the... Yeah. on view wireless networks.
18:00
Speaker 1
Okay. PUPU. Yes, it says develop, setup seven E8. Okay. I'm it has a checkmark next to it. So I think I am connected. Okay, sure. Yeah, let me check. Um, okay, um, hold on. Let's see. Oh, So long Nod. Yeah.
19:00
Speaker 2
So this is the place where you can see all the available wireless networks nearby. Please check if you can see the Wi-Fi name that says Devlo setup. Okay, yeah, please select that Wi-Fi name and connect to it. Okay, good. Can you check ma'am if you have internet access? Try to maybe play a video on YouTube. Yeah, try to access. Yeah, try to access. Let's see if you I think you can now play a video on YouTube.
19:00
Speaker 1
Okay. Uh. Yes. Yep. Thanks. Thanks. Okay. Okay. Okay. Okay. Okay. Okay. Okay. oops. Okay. Yep. Okay. Okay. My router .info. Oops. .info. Okay. Okay. It says trying to reach linksys now if you're trying to administer linksys now <name redacted>
20:00
Speaker 2
Okay, good. So that means we have successfully configured the router Monday but the thing is, it still has, yeah, the default settings. Okay, so again, ma'am, on your phone, please open a browser. Okay, then on the address bar, okay, let me, now give it up and then on the address bar, please type myrouter.info. Yes.
20:00
Speaker 1
Wi-Fi 7, router, and you haven't reached this page. It may be due to one of these reasons. Your current device is not in the control range or beacus your current device. Yeah. Okay. Oh. So how do I do that? Okay, so I do that? Like. Okay, um. Okay, turn that off. Yes. Okay, turn it off. Okay. Uh, okay, it's off. Okay. Oh, hold on. Okay. Uh, okay. Okay. Uh, it's the same. I got the same thing. [silence]
21:00
Speaker 2
uh-huh I see yeah, yeah, there's yeah, there's information do you have like a data enable on your phone ma'am? If you have, you have to temporarily turn off your data because it might detect data on your phone. Yeah, the mobile data or cellular data on your phone. Yes, yes, temporarily turn that off. Yeah, then try again ma'am to access myrouter.info. I see. Okay. By the way, ma'am, do you have a computer, ma'am, that we can use? Hm. Yeah, that's okay, ma'am. That's okay. We can connect it to Wi-Fi. Does it is that a laptop or a desktop? Yes. Connect it to Wi-Fi to set up. Yeah, just connect it, ma'am, to set up Wi-Fi name. Yeah, check, ma'am, if that laptop is online. Yeah, double check. Okay. Is that laptop, ma'am, a Windows or a Mac laptop? Okay. And yeah, try again ma'am to access myrouterd.local on the laptop or myrouterd.info.
21:00
Speaker 1
That info. Okay, got it. Okay, let me see. Uh no, I get the same page. Yeah, is it the links is, yeah, trying to reach? Uh, no, that is not my favorite things. Yeah. Okay. Yes.
23:00
Speaker 2
Thank you. Thank you, ma'am. Would you please repeat? Okay. Let me try this one again. So on your ke- PC ma'am, you have to on the- button of the keyboard, right? The one that looks like two right arrows. Okay. So on the keyboard, ma'am, you have the- Is it forty anything? Ma'am. Okay. Did you? Okay. So on your keyboard, ma'am. You have the windows key, right? So you have the Windows logo. Together, please press and hold that Windows key ma'am. Please press the FF .147 15 key which has two right arrows, what you have is equal to the right of bottom arrow. Af- right of the bottom arrow. So and will release. Okay, do you see the Command Prom ford? Okay. Freeze blue and white. Okay. Please carefully give the IP address. 156.141. Because 7.10. 7.10? I have written down the address. Just a moment. Just a moment, ma'am. Just a moment, ma'am.
23:00
Speaker 1
So, I'm sorry. Nancy. Charlie. CPA. Okay, got it. Okay. N.C.P.A. dot C.P.L. So, I'm sorry. Nancy. Charlie. CPA. Okay, got it. Okay. N.C.P.A. dot C.P.L. Ah. Yep. Okay. Correct. Um, I just, I, I have, I have two keys, my phone and my keys.
24:00
Speaker 2
Papa Alpha, Alpha, November Charlie Papa Alpha, NCPA.cpl [silence] okay seconds bring us to the network connections window then under the network connections window ma'am can you see there the wireless interface or the wLAN or wi-fi
24:00
Speaker 1
A details. Okay, sorry. Details. Yes. Oh, got it. Okay, the IP v4 default gateway is 192.168.1.1. And they are.
25:00
Speaker 2
Okay, right click on Wi-Fi. Okay please right click Wi-Fi, then after that click on after you right click Wi-Fi click on uh, status. Status, click on status, okay then under status tab ma'am, please tell me the I mean under status tab, please click on details. Okay then under details ma'am, yeah, please tell me the IPV 4 address and the IPv 4 default gateway.
25:00
Speaker 1
Yeah, okay, okay, okay. Okay, GPS. Okay, okay, yeah. Uh-huh. Okay. It says, okay, it says your connection isn't private and then it says either advance or go back. Okay, I okay. I see. It says continue to Okay, So I continue there. Okay. Got it.
26:00
Speaker 2
Okay. 192.168.that. One, that. One. Okay. Yeah, please go back through the browser window, ma'am. Yeah, on your laptop. Okay, then on the browser window, please type hTTPs. Colon. Then forward slash. Forward slash. 192.168.1.1. Then press enter. That's okay. Okay, click on advance. Yes. Okay, what screen are we in right now, ma'am? Is that the linksys logo, linksys page?
26:00
Speaker 1
Uh, yes, it says, let's get you up and running, download the app for setup and it has the QR code. Okay? Oh, yep, okay? Yep. Correct. Yep. So it's on the bottom of the router. Okay, hold on just a second. Uh, okay, so the Okay, yeah. So it says password, okay? 73.
27:00
Speaker 2
Yeah just double click on the picture of two phones Yeah double click anywhere on the picture Yes you double click it then it should say waiting then you should be routed to the like a box that is asking for the access router password correct Okay so for the router password mam Yeah please type in there the default Wi-Fi password Yeah the one on the bottom of the router Yeah type it in there Yes the one at the bottom [silence]
27:00
Speaker 1
Two, G, Y, one eight, zero, nine, four, eight, zero, nine. Okay, hold on. Let me try it again. It says invalid router password. Maybe I got it wrong. Hold on, let me let me take a picture of this thing. I got bad eyesight. Okay, let's see. What do we got here? Okay. Hmm. Okay. Seven, three, two, Q, one, eight, zero, nine.
28:00
Speaker 2
[silence] [silence]... [silence]
28:00
Speaker 1
uh, says the same thing invalid router password. Okay. Okay. Okay. Yep. recover key. Okay. That's on the bottom also. Okay. Got it. All right. Let me put that in. 058. Uh, submit. Okay. Okay. It says create a new admin password and hint. Okay. Okay.
29:00
Speaker 2
Ah, that's okay, ma'am. Let's just reset it instead, okay? So below the box that says, access router password, please click on reset password. There's a reset option. Yeah, click on it. Then it should ask you for the recovery key. Yes, the five-digit numbers. Okay, type it there. Mhm. Yes, create a new admin password, ma'am. So this is on this is not yet the Wi-Fi password, ma'am. This is just the password to access the router's web interface at that page.
29:00
Speaker 1
OK. OK. Oh, and uh... OK. OK. So, uh, I'm in somewhere it says, uh, your admin password is successfully reset and then it has all the menus. OK. [silence]
30:00
Speaker 2
the web interface. Yeah, just create one. Make sure it meets the minimum requirements. Okay. Yeah, that's what we call the Linksys Smart Wi-Fi tools. Okay. So, on the Linksys Smart Wi-Fi page, okay, to personalize the Wi-Fi name and Wi-Fi password, click on Wi-Fi settings or Wireless.
30:00
Speaker 1
Okay. I see Wi-Fi settings. Okay. So, I clicked on that. Okay. And, yeah, so it has, yeah, so it has three of them. Like, it says 2.4. Yeah. So, which one do I click on? Oh, okay. Gotcha. Okay, perfect. Okay. Okay, and then do I just change it for all three of them, then? Yes. Yeah. Okay, gotcha. Okay. Got it.
31:00
Speaker 2
OK after you click WiFi settings, it should display the default WiFi name which is the veloph setup, right? And the password as well. Yes. Yeah, 2.0.4, 5, and 6. OK, so it's up to you, man. You can change, yeah, the name to same name of all three. Or different names. Yeah, it's up to you. That will be the name of your Wi-Fi network. If you just want to have only one Wi-Fi name then you can just create one Wi-Fi name for all. Same Wi-Fi name and Wi-Fi password. Yes, just simply erase the current entry and replace it with your preferred Wi-Fi name and Wi-Fi password. Then after you made the changes, mem, just click on apply.
31:00
Speaker 1
ke and then you said click apply, right? okay. okay. and it says, now it says you're updating Wi-Fi settings. do you want to continue? yes. okay, yes. okay. applying changes. okay. okay.
33:00
Speaker 2
Yes. Click on apply. Yes, just click on okay to continue. So after you, once you see that screen, then just go to view wireless networks on your laptop. Then connect to a new Wi-Fi name that Vanna and Greg provide you. You might get a screen that says router not found. Okay, so once you see that screen, just go to view wireless networks on your laptop, then connect to the new Wi-Fi name.
33:00
Speaker 1
Okay. Okay. So, right now it says, it still says waiting. And it's doing the circle thing. Okay. It's, oh, it's okay. Okay. Yep, let me pull that up. Okay. Uh, it is showing up, yeah. It says, uh, it says connected. Secured. Good, okay. And then, so, it, it brought me back to the, the screen where I just changed all the, the name, the Wi-Fi name. Do I, uh, do, uh, [silence] do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh, do I, uh
34:00
Speaker 2
Just right in. The new Wi-Fi name that you just planted. Okay. Good. Yeah. Try to open. Yes. Yes. [silence]
34:00
Speaker 1
is is it done? Okay so can I do a click okay? Yes okay click Okay okay let me just check that okay okay perfect okay all right now what? oh okay great and so is so the light on the on the router it to be white okay perfect it is white oh it is ready to go okay perfect all right so that's it I'm good okay thank you so much thank you so much the phone okay to the Wi-Fi okay perfect okay wonderful thank you so much I appreciate your help
35:00
Speaker 2
Yes ma'am, actually, we're done. That's it. You have. Yes, just click on OK to continue. Yeah, that's it ma'am. Now you are. All set. So that means we have successfully configured the router. It should be white. Yes, white means good man that means the router is now configured. OK. That's it. Yes ma'am, congratulations. Yeah, you're all good now. You can now connect your devices to your Wi-Fi now. Yes, your phone, any devices. OK. So,
35:00
Speaker 1
No, that's it. Nope. Nope. That's it. That's this is this is perfect. I've been fighting with this thing for days. I should have called you sooner. Yes. Yes. You did did a great job. Thank you for your patience. Yeah. All right. Thank you. Thank you. Bye. Bye.
36:00
Speaker 2
Yeah, you're welcome, ma'am. Yeah. Do you have any other questions or clarification before we end the call? Oh, yes. Yes. Much better. where we can assist you. Okay, but good thing we are able to make it work. Yeah, thank you, ma'am. You are welcome. And yeah, once again, ma'am, my name is Paul Brown, Linux's technical support. Have a great day and stay safe always. Bye-bye. Bye-bye.
36:00