V2 Rubric Detail — c54c12b2-641d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 16:10
Duration
19m 19s
Contact
Amanda Tylor
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132794
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution1.25/5
Technical0.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall30.0% (-2.0)

V2 Grader Summary

The agent failed to resolve the issue, skipped critical diagnostics, and provided technically inaccurate guidance (e.g., 'under undeveloped', incorrect reset cue). While OOW protocol was followed, no meaningful troubleshooting was conducted using available tools, and customer experience suffered due to lack of empathy and repeated effort. The call ended with unresolved connectivity and only an email promised.

V1 Case Analysis

Customer unable to access Linksys extender after reset; device out of warranty. Agent failed to collect model number, provided inaccurate LED guidance, and prematurely offered paid support. No troubleshooting validated. Email promised but no resolution confirmed.

Troubleshooting Steps
  • Asked how long reset button was held (~10 seconds).
  • Advised another factory reset and re-setup via Linksys app or browser.
  • Suggested moving extender closer to main router.
  • Directed customer to use 'Add new mesh system' in app.
Key Observations
  • Agent never asked for or recorded the product model number, which is a critical protocol failure for device-specific support.
  • Agent described non-existent LED behavior (magenta/pink) that contradicts all Linksys product documentation and creates confusion.
  • Agent prematurely pivoted to paid support at [17:00] without confirming basic device state, topology, or access — a serious protocol and accuracy failure.
  • Customer was actively in the middle of setup when agent interrupted with paid support pitch, breaking troubleshooting flow.
  • Agent failed to verify whether the customer successfully logged in or resolved the issue before closing the call.
Positive Highlights
  • Asked customer how long the reset button was held, showing attention to reset procedure details.
  • Correctly advised to move extender closer to main router for pairing, which aligns with mesh best practices.
  • Maintained polite tone and did not talk over the customer despite some confusion.
Agent Errors / Gaps
  • Missing collection of product model number — a required field for product-specific support.
  • Provided materially inaccurate LED color interpretation (magenta/pink) not supported by any Linksys KB.
  • Prematurely offered paid support at [17:00] without completing basic troubleshooting or confirming issue scope.
  • Interrupted active customer troubleshooting during app setup flow, derailing progress.
  • Did not verify WAN connectivity, modem status, or successful login to admin interface.
  • Failed to confirm resolution or even final device LED state before ending call.
  • Did not create or cite a HappyFox case number, violating case management protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the device was online; final action was to send an email with self-help steps, not a resolution.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped essential diagnostics like checking admin login, recovery key, or WAN connection; relied solely on reset instructions without verifying root cause.
R3 Met Correct resolution path conf 92%
Agent correctly identified the device as out-of-warranty and offered paid support or self-help, aligning with OOW protocol.
Technical Accuracy
T1 Not Met Technically accurate info conf 88%
Agent failed to identify model, firmware, or internet status; only asked about reset duration without targeted questions to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (admin dashboard, recovery key verification, remote session) were used despite the need to confirm router access and configuration.
T3 Not Met No misinformation conf 85%
Agent stated 'extender name should be under undeveloped' — a nonsensical phrase; also incorrectly instructed to release reset button when blue light appears, contradicting KB for most models.
Communication
C1 Partially Met Clear & professional language conf 84%
Agent maintained basic control but had long silences, failed to set initial expectations, and allowed confusion during setup steps.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple language but introduced confusing terms like 'magenta' and 'pinkish red' without confirming understanding.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, did not transfer, and committed to sending follow-up instructions.
O2 Partially Met Proactive follow-through conf 78%
Agent promised an email but did not specify when it would arrive, leaving timeline unclear.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the OOW status and self-resolvable nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent never acknowledged customer frustration, repeated resets, or difficulty; no empathy statements were made.
X2 Not Met Tone & rapport conf 88%
Agent used a single procedural tone throughout, failing to adapt to customer confusion or emotional state.
X3 Not Met Overall experience conf 90%
Customer repeated reset attempts and had to re-enter setup flow multiple times; agent did not reduce effort or streamline steps.
Call Transcript36 turns · 38 lines
Speaker 1
Well, yes I have, let me give you the serial number so you can see the device I have.
00:00
Speaker 2
Welcome to links 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.langsys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty product, 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. Hello. Thank you for calling me. This is charm. How can I assist you with today? Please.
00:00
Speaker 1
or it's, um, hang on a second. We can just put that over. 25 F one, oh, it's kind of dark. Can't see it. Hang on. Hang on. I'm sorry. Okay. Let's see. So, it's 25F10607944173
01:00
Speaker 2
Got it check here.
01:00
Speaker 1
Okay. So, I just had Starlink installed, and they, you know, came out, they set up my modem, and I had this equipment, the Linksys plug-in to my other router throughout the house, you know, because I needed to be extenders because of the size of my house. So now, I've plugged it into the Starlink, and I'm trying to figure out, I can't find, like, any of my log-in credentials. Like, I believe that, I just reset it, I held down the button, the reset.
02:00
Speaker 2
Okay. Mm-hmm. Mm-hmm. four four, five. Mm-hmm.
02:00
Speaker 1
and now it's it was on green now it's turned red and um I'm trying to figure out how do I get into this system because on my television when I turn on my TV now I can see my Starlink. You know I can see it and then there's another router you know that I'm seeing it's just a whole bunch of letters and I'm I'm I'm sure it's probably this. Um But I don't know how to I don't know how to like log into it anymore and all the things. Like on my television when I click it on I don't know how to right now it's showing it's unsecured. It's an unsecured network and I think that that might be what this is. Can I give you the address that's popping up on my TV and you tell me if it belongs to the system the Linksys my extender? and um I'm You can? Okay, let me let me go get it. Hang on. Because at one time it had my like my last name, which is Taylor, and I reset it and now the Taylor Network is gone and now I have this eco, it says Econet-50BBB5A01DD63. Does that belong to this Linksys extenders? Yeah. I saw that. Okay. So I saw that. So[silence]
03:00
Speaker 2
No, ma'am, the extender name should or this links is name should be under undeveloped. You can find the Wi-Fi name and password or the default Wi-Fi name and password under the links router. It's on the sticker.
04:00
Speaker 1
Okay, well, first, I guess you and I need to talk about the actual system right now because it was green, and now it's turned red, so it's not working. So, what do I do? And when I when I did the little, um, when I went to my Linksys app, I clicked it on, and it tells me, of course, to plug it in, do all those things. Um, it searched, and then it told me to call you. Yeah. My app told me to press it for ten minutes. I mean, ten seconds. Yeah, to reset it. And then it told me to hit the search button, and I did.
05:00
Speaker 2
[silence] since you mentioned earlier that you pressed the reset button, right? Is it, may I ask ma'am, how long did you press the reset button? 10 s. Got it. All right. So I see ma'am because since you mentioned that you have new internet service provider, right? [silence] I can confirm that. The star hub.
05:00
Speaker 1
That's right. Well, I don't know. That's what I'm saying. Like, I'm sitting in here right now and it says, I'm in the app and it's asking me, it says you haven't added a router or a mesh Wi-Fi system to your account. And then it says, add an existing router or mesh Wi-Fi system, that's one option, setup a new router or mesh Wi-Fi system, which one am I supposed to do? The setup?
06:00
Speaker 2
hi. So, yes, that's the best option that you will do. You need to reset your device and then you need to set it up again. So, since you press the reset button for 10 seconds and you mentioned that your network name is not is not showing anymore on your Wi-Fi list, the one that you created. Correct. We have a base with this model number that you have. You can set it up using the Linksys app. You can set it up manually or
06:00
Speaker 1
Okay, but I'm saying, but am I adding existing am I doing the add existing or am I doing set up a new router Or a mesh system. Okay, okay. then it says, what are you setting up? Velop and mesh routers and then I see in my box, I see like one of them. And then there's a non-mesh router. I don't my stuff doesn't look like that, so I guess I'm setting up the first one. Then it says, agree to the terms. Okay, now it's telling me to disconnect the old, which I already did all that cuz I brought it into the new section. Um, already hooked up. Do I need to disconnect and unconnect and do all that again?
07:00
Speaker 2
you can set it up. on the router settings by using your browser and using the IP address of this router. um, you could click to set up a new mesh system, but just to set the proper expectation um, you can, uh, set it up using the Linksys app. Yes. [silence]
07:00
Speaker 1
okay, okay, then I hit next, and it says, plug the router into the power source. Yes, I've done that. Then, connect the router to your modem and internet. So, I have my cables are all hooked into the back of this. Yep, we're good. Um, yep, plug it into the wall. Make sure everything's finished. Okay. And then it says, no light is solid. It is solid. Mine is like pink. And now it says, getting connected. Make sure your phone is near the setup area. This could take a few minutes and it's doing its loading thing.
08:00
Speaker 2
And no, ma'am, no need for you to do it. Mm-hm. Yes. Okay, let's give it about two to three minutes.
08:00
Speaker 1
Yes, right now it is. So, let's see what happens next. Privacy. read the full pledge. Okay, now it says it's linking to the account. Do you have to do each one of the links days or once one's gone to the modem, the rest of them sync each other. Okay.
10:00
Speaker 2
Alright, so it's asking you to create a Wi-Fi name and password. You need to add it manually. You need to add it to other links, ma'am. You need to reset the other links that you have, but make sure you move it closer to the main one, to the one that is connected to your modem.
10:00
Speaker 1
Okay. Okay. Can I. Once I do that. Can I move it again? Okay. Okay. Let's. Let's see. It's still red. It's it's looking for. Okay. okay. Yes. Yes. Next. Okay, now it's telling me to go to the dashboard. dashboard. Okay, it just turned green. Now it
11:00
Speaker 2
About three to six feet away. Once it's connected, Rem, then, yes, you may reallocate the other node to the area you want to reallocate it.
11:00
Speaker 1
it's searching and wants me to okay so it told me to verify the account it told me to go to my email do I need to continue with the set up part on the app or do I go to the email now okay alright okie dokie so I have one node um now my other node I need to you said I need to bring it closer to this and also set it up how um okay hold on
12:00
Speaker 2
M just continue on the FM you can do it later
12:00
Speaker 1
How far apart, like, how much room do these nodes need? Like, I mean... [silence] Oh, okay. All right. So, um, all right. So I'm going to unplug it from the other side of the house. I'm assuming. Take it into the room where we just set up all this. Go back and go go closer to it. Okay. Go plug it back up. All right, hang on. And let it sync to the other one. Hang on. Let's see. All right. I've got it.
13:00
Speaker 2
All right. So, when you set it up or when you connect it to the network, it should be three to six feet away from each other. I mean from the main node, and if you relocate this one the ideal distance should be between 20 to 40 feet away from each other. Yes. Yes. Yes.
13:00
Speaker 1
Okay, um, I plugged it in, it's purple. Where do I go to add this one? Uh, yes, I plugged it into the wall. I gave it power, the the other node. Uh uh, probably arm link. Um, let's see the the main node the main node that's attached to the modem is green. This node is um, well it looks like it's blue. It's kind of fading in and out.
14:00
Speaker 2
all right. so you just plugin in the other node. how far is it from the main node, ma'am? okay. all right, got it. and what's the light status? are they all solid purple or is it fading blue? Okay. I got it. All right, let's wait for about two to three minutes, ma'am, until that node that you just plug in is that.
14:00
Speaker 1
Okay. Okay. Okay. Now it's red. Okay, it's turned red. It's blinking.
15:00
Speaker 2
Starting up and have a stable light up there. Is it blinking red or is solid red? So you need to reset this node.
15:00
Speaker 1
that's I'm holding it down. now [silence] The lights off. [silence] Keep holding it or release it. Okay, here's the blue [silence] yep, it just burned. I. [silence] Okay.
16:00
Speaker 2
You need to press and hold the reset button until the light went off and release once the blue light is showing. All right, release once the blue light is showing and if there's no light, yes, release and wait and wait for about two to three minutes again until that device is done starting up and the light should change to magenta color or a solid pinkish [to] red. and also [silence]
16:00
Speaker 1
I can do the AI learner fine. Um, now that it looks like we've got the account back in. That's basically what I was trying to figure out was how to get back to the account. So, now that I'm back in my account, I think hopefully it'll all.
17:00
Speaker 2
To proceed with this serial number. Been checking here, this device was already out of warranty. As of December [REDACTED_PAYMENT_DIGITS] of [REDACTED_PAYMENT_DIGITS] And for the out of warranty devices, I could not provide any for troubleshooting over the phone. However, if you insist, I can provide a one-time non-refundable tactical support, session listing up to [REDACTED_PAYMENT_DIGITS] minutes. But you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, if you don't want to proceed with the payment, what I can do here is, I could send you an email instead, on how to troubleshoot it yourself. And also you may considering trying our LinkSys AI agent for guidance. And it is free of charge. Which one would you prefer? [silence] AI: [silence]
17:00
Speaker 1
Uh, you know, start to sync each other. Okay, that's fine. That's fine. Sure. It's. Yeah, I turned pink again. What's with
18:00
Speaker 2
[KEEP_UNCERTAIN] I see. [silence] Yeah, you just need to reset the child nodes and move it closer to the main node and just add it to your network. [silence] And I can send you an email instead, ma'am, on how to do it, a step-by-step procedure. [silence] Can you can you provide your best email address? [silence] Uh, got it. And can you All right. [silence] So it's ready for set up, you can add it now to the network. [silence] Can you also provide your first and last name, ma'am? [silence] Got it. [silence] So expect an email from me, ma'am, on how to connect this child node to your network. [silence] And just
18:00
Speaker 1
Thank you. You too. You too.
19:00
Speaker 2
Okay. Follow the steps, alright? Thank you so much, also, for contacting Lenox. Have a good one. Bye for now.
19:00