V2 Rubric Detail — c4d5a070-7686-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 02:27
Duration
15m 58s
Contact
Mandy Mckee
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00135738
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Set Up

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall12.5% (-41.5)

V2 Grader Summary

The agent failed to provide any troubleshooting, guidance, or resolution for a new node stuck on solid blue LED. Despite correctly identifying warranty status, no diagnostic steps, tools, or ownership were demonstrated. The call lacked empathy, control, and efficiency, leaving the issue fully unresolved.

V1 Case Analysis

Customer unable to pair MR9600 mesh node — remains solid blue. Agent collected info but provided no troubleshooting steps.

Troubleshooting Steps
  • Collected model number (MR9600) and serial number (60C10M12E01734).
  • Verified customer name (Marnie Elcorn) and email (mandolin4@gmail.com).
  • Confirmed ISP (Barney Elkhorn).
  • Asked about port connection and confirmed node LED status (solid blue).
Key Observations
  • Agent correctly identified the product as MR9600 (timestamp [01:00]), a Velop Intelligent Mesh model.
  • Agent did not provide any actionable steps to resolve the solid blue light issue (no reset, no 5-press, no placement guidance).
  • Call ended without a clear resolution, escalation path, or self-help guidance.
Positive Highlights
  • Successfully extracted and confirmed product model (MR9600) and serial number (60C10M12E01734) despite customer confusion.
  • Collected complete customer information (name, email, ISP) accurately.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to follow standard mesh node pairing/troubleshooting flow — no instruction to reset the node for 10 seconds to enter setup mode (solid purple, not solid blue).
  • Did not guide customer through 5-press method on parent router (MR9600 is confirmed 5-press compatible per universal_5press_models.md).
  • Did not verify or confirm correct node placement (within 2–3 meters of parent) before attempting pairing.
  • Did not set a concrete next-step or escalation path before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never provided troubleshooting steps; node remained solid blue with no resolution attempted.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only collected serial number, email, ISP and asked about the light; no troubleshooting steps were given.
R3 Not Met Correct resolution path conf 90%
Agent confirmed warranty but took no action — no troubleshooting, reset, pairing, or escalation despite in-warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified solid blue LED but failed to apply logical diagnostic process; per KB, solid blue indicates ready for setup/pairing, yet no pairing instructions or reset steps were given.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (admin page, remote session, logs) despite issue requiring verification of node status; agent relied solely on customer description.
T3 Met No misinformation conf 95%
Agent correctly stated device has one-year warranty and provided no factually incorrect technical information.
Communication
C1 Not Met Clear & professional language conf 90%
Agent lacked clear framing, jumped between topics, repeated serial inaccurately, and failed to guide or control the interaction.
C2 Partially Met Confirmed understanding conf 85%
Agent used plain language but repeatedly misheard serial/email and did not confirm understanding, causing customer repetition.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent collected information but took no ownership — no commitment to resolve, follow-up, or action beyond intake.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up were offered; call ended with no resolution path.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to maintain or reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and issue was within L1 scope (new device setup); escalation not warranted without troubleshooting attempt.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent gave no empathy statements; interaction was purely procedural despite customer confusion and repeated effort.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt tone or pace to customer’s confusion; repeated mishearings increased effort and frustration.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number and email multiple times due to agent errors; no effort reduction applied.
Call Transcript18 turns · 18 lines
Speaker 1
Yeah. I'm trying to set up a router I just purchased and it's it's not finding it.
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 link sys.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. Please have your devices 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. This is Ruby, how I can assist you. Oh, are we looking at a router that's newly purchased. And then where did you purchase this one?
00:00
Speaker 1
on Amazon model number develop micro 6 mesh Wi-Fi got it I've got three different numbers on here
01:00
Speaker 2
Amazon and what's the model number it's at the bottom and you can see right there SKU or how about what's the serial number instead you can see right on the sticker F slash N that stands for serial number SN at the bottom
01:00
Speaker 1
this one right now. Serial number 60c10m, 12 E as in Edward 01734.
02:00
Speaker 2
Okay. Let me repeat 6 0 C for cat 1 0 M for my couldn't I mean sorry 1 2 equal 0 1 7 3 4 uh uh okay. Let me repeat 6 0 C for cat 1 0 M for my couldn't I mean sorry 1 2 equal 0 1 7 3 4.
02:00
Speaker 1
Just one, yes. four 0 2 7 4 0 6 1 7 3 Mandy. Yes.
03:00
Speaker 2
How many nodes do you have or how many links routers?
03:00
Speaker 1
Mckee. Yes. Mc K E, Mc K E E. Yes. One, one word. It's M, A N D A LYN. org four at gmail.com Correct. Marnie Elcorn
04:00
Speaker 2
the, uh, last name, okay, so, Mike Charlie kite uh, ok, itch, is it one word? uh, okay, one word, and, how about your, email address? Okay, let me repeat to make sure I got the email right, correctly, Mike, alpha, Nancy, Delta, alpha, Lima, Yankee, Nancy, four, at gmail.com, mandolin, four, okay, and, who, is your internet, service provider?
04:00
Speaker 1
- Elkhorn, E-L-K-H-O-R-N? C-A-R K-H O R N. What letter did I ask you about? Yes, really. Oh, perfect. Mm-hmm. Correct. Yes.
05:00
Speaker 2
That's the name of the ISP the Internet service provider. OK. So it's a different. Can you spell out again, ma'am? Barney Elkhorn. So this is the name of the ISP. Let me just check. OK. And ma'am. This is. This is a new link set device? Is the modem from Barney already working fine before?
05:00
Speaker 1
I can imagine. How about the same by? Yeah. The first one, I don't believe so. I don't, they set this up. I didn't. There's only one port, I guess, for the cat five. Yeah. [silence]
06:00
Speaker 2
Okay, and on which port did you connect this lynx device?
06:00
Speaker 1
It's on the 2.4. What do you mean? Yeah, it's turning on. The instructions say that it will go from blue to white, but it, it just stays blue. [silence] Yes.
07:00
Speaker 2
the so the same device. The same device. 2.4. Okay, hold on. Let me check this router. This is from you purchased this one from Amazon device. Hold on, let me just check. Okay. And what's the light indicator on the node? On the Linxess, ma'am? The light indicator, there's a light on top of the node, right? Is the node the turning on? It's just a yeah, cuz this this should be a plug and play. This is like the square device, right? There's like, this is like a square device. Did you like?
07:00
Speaker 1
Yes.
08:00
Speaker 2
have a already reset this one okay and the light right now is blue solid blue light is that? yeah and the item connected on the 2.5 port or on the yellow port right there okay? let me just check okay hold on. by the way ma'am this note has a one year of warranty only though you purchased this one from Amazon just recently this correct
08:00