V2 Rubric Detail — c771559e-70d8-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 20:59
Duration
37m 59s
Contact
Mary Christenson
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134850
Support Country
United States
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 (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall78.1% (+20.1)

V2 Grader Summary

The agent successfully resolved the factory-reset router issue by guiding the customer through node reset, 5-press pairing, and Wi-Fi reconfiguration, culminating in both nodes solid blue and internet restored. While resolution and ownership were strong, the agent missed key diagnostic questions (model, ISP) and communication could have been clearer, resulting in Partially Met ratings for T1, R2, and communication indicators.

V1 Case Analysis

MX2000 and extender reset; performed reset and 5-press pairing; both nodes now solid blue and internet works. Case #134.

Troubleshooting Steps
  • Advised moving extender closer to the router (3–5 ft) and powering it on.
  • Guided customer through reset button hold and observed LED behavior.
  • Instructed use of the 5-press method on the parent node to trigger pairing.
  • Confirmed both nodes displayed solid blue LEDs.
  • Had the customer reconnect devices to verify internet access.
Key Observations
  • Agent did not collect serial number or verify warranty status, which is a protocol gap.
  • Agent incorrectly described LED status as 'solid purple' (05:00, 11:00), which is not a valid Linksys indicator; standard colors are solid blue (ready), blinking blue (pairing), or solid red (error).
  • Agent assumed 5-press method was appropriate without confirming device family; while MX2000 is compatible (per universal_5press_models.md), this was not verified before instruction.
  • Call contained excessive silences (e.g., 00:00–01:00, 05:00–06:00, 08:00–09:00) and repetitive instructions, reducing efficiency.
  • Agent incorrectly guided customer to access 192.168.1.1 during setup (21:00), which may not be available until after initial configuration; the Linksys app or myrouter.local should be used first.
Positive Highlights
  • Successfully restored the mesh network and internet connectivity using correct 5-press method on a compatible MX2000 model.
  • Provided a ticket number (134) for future reference, aiding case continuity.
  • Maintained a patient and courteous tone throughout the call, helping to de-escalate customer frustration.
Agent Errors / Gaps
  • Did not obtain product serial number or verify warranty information.
  • Described LED status as 'solid purple,' which is not a valid Linksys indicator; correct colors are solid blue, blinking blue, or solid red.
  • Assumed 5-press method without confirming device family compatibility, risking incorrect procedure on non-supported models.
  • Incorrectly instructed customer to access 192.168.1.1 during initial setup (21:00), which may not be accessible until after mesh formation; the Linksys app or myrouter.local should be used.
  • Poor call control with excessive silences and unclear step-by-step guidance.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms 'it's blue... we are all set' and 'you fixed all of our problems,' with both nodes solid blue and internet restored.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided through reset and 5-press method but skipped critical diagnostics: never confirmed model number (MX2000), ISP, or firmware; relied on light indicators alone.
R3 Met Correct resolution path conf 93%
Agent pursued full troubleshooting path without invoking warranty status, appropriate for a reset device regardless of warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 82%
Agent identified factory reset symptom and used light indicators, but failed to ask for model number, ISP, or connection type—key inputs for root cause analysis.
T2 Met Appropriate tools / resources used conf 97%
No external tools (e.g., remote session, logs) were required; issue resolved via on-device steps appropriate to the scenario.
T3 Met No misinformation conf 95%
Instructions for 5-press method, factory reset (solid purple/blue), admin password recovery, and Wi-Fi reconnection are technically correct for Velop MX2000.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general direction but had multiple long silences, unclear transitions, and failed to reframe after confusion (e.g., 'what means it's setting up').
C2 Partially Met Confirmed understanding conf 79%
Agent used simple language but failed to confirm understanding when customer said 'I didn't understand a word'; repeated instructions without adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed all steps, provided a ticket number, and did not transfer unnecessarily.
O2 Met Proactive follow-through conf 95%
Agent gave clear next steps: 'wait three to five minutes,' 'relocate the child node,' and provided ticket number for follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or 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 90%
Agent remained courteous, thanked customer repeatedly ('thank you for your patience'), and stayed composed despite confusion and silences.
X2 Partially Met Tone & rapport conf 78%
Agent maintained a calm tone but did not adjust pacing or check comprehension after customer confusion; missed cues like 'I didn't understand a word'.
X3 Partially Met Overall experience conf 81%
Agent reduced effort by guiding through steps, but customer had to manually reconnect multiple devices and repeat information (e.g., spelling name).
Call Transcript67 turns · 71 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be recorded. 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 1 now. For out of warranty products, paid support may be available, depending on your issue. 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. Hi, thank you for calling Linksys. This is Sirgene, how can I help you today? Yes, hi, this is Sirgene from Linksys Technican. How can I assist you today? [silence] What can we do today? [silence]
00:00
Speaker 1
router has been reset to factory settings so I need help setting it up but well no I have a Linksys box and I think it got reset and now the the factory it's in factory mode or something I don't know that's what my cable guy said an Internet guy yes my first name is Mary yeah Christian C-H-R-I-S-T-E-N-S-O-N [silence]
01:00
Speaker 2
Is this your first time contacting us for support? And are you calling from United States? May I know your first name, ma'am? M-A-R-Y. Your last name? Sorry, can you spell it for me slowly? [silence]
01:00
Speaker 1
m as in mary, a as in Apple, e as in Edward, Y as in yellow, a as in apple, r as in robert, e as in Edward i as in India, O as in orange, M as in Mary. [ [silence] ] [silence] can you call this number? You can call 7 0 1 7 7 6 6 8 6 1. Yes, it would be M as in Mary, a as in Apple r as in Robert Y as in yellow O as in orange h as in Henry T as in Thomas O as in orange D as in David N as in Nevada. [ [silence] ] [silence]
02:00
Speaker 2
And your callback number? Okay. Let me just spell it for you. Last name. Mary. It's C-H-R-I-S-T-E-N-S-O-N. Kristen Sun. And your email.
02:00
Speaker 1
N as in Nancy D as in dog@ hotmail.com correct I have one router and then an extender correct that it is 50 D as in dog 10 M as in mary 2 5
03:00
Speaker 2
okay so it's Mary O H T O N D at hotmail.com and how many links subscribers do you have Mary you have two links as devices can you please provide the serial number of the main router
03:00
Speaker 1
Sure, I believe it is M as in Mary, X, as an X-ray, 2,000 MDT. Yes.
04:00
Speaker 2
it. Can you please provide the model number of your Linksys router? [silence] and who is your Internet Service Provider? [silence] Okay, that's it. And the DC.
04:00
Speaker 1
North Dakota telephone company. It's not working. I beg your pardon. What is the light indicator on the parent mode? I don't know what you said. Just go see what the light says. On the white box or the other box? Linksys is only white. We only have Linksys in white, I believe. The light indicator on top. It's purple. It's purple.
05:00
Speaker 2
Many reason many, why you need to first up your links as devices. So what is the current light indicator of the parents node? What is the light indicator of the parents node? So, can you check the light indicator on top? Okay, so the model number of your G-Bean. [silence] [silence]
05:00
Speaker 1
Yes. I believe so. That's what the guy told me. The extender? You want near the main? Can you go get the extender? That's what I get. No, I need it. Bring it up here? No. Is the extender upstairs? Cause that white box that that was originally downstairs is our router, right? Cause there's two white boxes, right? There's one upstairs that was here. There was an extender. That one down there is just another extender. Yeah, I don't know. I could go with that one. Yeah. So please go ahead and
06:00
Speaker 2
[silence] Okay, can you please move the child no closer to the parent node, about three to five feet apart. Yeah. [silence]
06:00
Speaker 1
no that's the router downstairs [silence] sure okay can you go plug it in and move it closer, to the router, the white router that looks like that two or three feet apart
07:00
Speaker 2
yeah, because if the main router marry is solid purple, which means the extender is also not connected to the network. So for the setup process, it's really recommended to move the extender closer to the main router. [silence] Yes. two, two or three feet apart and plug it directly to the wall outlet.
07:00
Speaker 1
Is there an outlet? Okay. Okay, we did that. Sure. Uh, right now it's blue. blinking slowly. Okay.
08:00
Speaker 2
Okay. Let's just wait for the child node to fully boot up. Okay. So the main router is solid purple. How about the child note? [silence] But earlier, I [silence]
08:00
Speaker 1
on on what hold on one second I'm looking yes so OK Okay. Okay, I did that. It's just blue. Oh, now it's blinking.
09:00
Speaker 2
And what is the light indicator okay? Sorry. You press and hold the reset button. Yeah, you make sure that the light blink red, and then goes off, then to solid blue, and then when you turn to solid blue, that is the time that you can release the reset button
10:00
Speaker 1
So you said when it turns red I can let go? No. Oh. Be sure it doesn't look red. Okay, it's blink. Oh, sure. there's no bing blue. And then turns to red. And then turns back to blue. I think you gotta let go. Should I let go? Yeah. Yeah, but it's turning back to blue so it doesn't go back on. And it gets so bing blue. And now it's blue. Okay, let's blow. New it's blinking blue. Okay.
11:00
Speaker 2
No. Make sure that the light, blink red, goes off, then turn to solid blue. Yeah, when it turned to solid blue, that's the time that you're going to let go the reset button. Okay, so let's just wait for the extender to turn solid purple.
11:00
Speaker 1
it's cold down here. my feet are cold. it stopped working. right i didn't have any internet or anything no TV. [silence] No No.
12:00
Speaker 2
And while waiting for the child node to turn solid purple, Mary, may I know the reason why you need to set up your link test device? Okay, it just stopped working. But is there a power outage that possibly caused the issue? [silence]
12:00
Speaker 1
Okay, it's solid purple. Okay. Oh. Okay. Okay, I did that. Looks, uh, what is that? White? Or purple? It's blinking, it's a light, really light purplish color blinking. That's good, hay, look at that! Look at us! Yeah. Sure. Okay.
13:00
Speaker 2
OK, now go to the parent node, then press and release the reset button five times within five seconds, not too slow, not too fast. So press, release, [silence] press, [silence] release, [silence] press, [silence] release, [silence] press, [silence] release, [silence] press, [silence] release, [silence] press, [silence] release, [silence] OK, that's good. [silence] What means it's setting up. [silence] So let's just keep on observing it. [silence] But let's just wait three to five minutes to observe your linksys device. [silence] Let.
13:00
Speaker 1
Like... [silence] So yeah, this is the router and that's an extender. Right. they're both the same thing. Well, I don't know. That's what she's saying. Just accept it. Yeah. Oh, this one's blue on top. The first one turned blue and now the second one's blinking red. [silence]
14:00
Speaker 2
So, they're both blinking. Okay, that's good. Because for this processor, yeah, because with this method, which is the five breast method, it automatically connect the X.
14:00
Speaker 1
So where. Yeah. Okay, just hold on a second. Or you can do it cold Hello. Hello. Okay, so. Thank you.
15:00
Speaker 2
for the setup process. So that's why I asked you earlier to relocate the other one for the setup process. So the parents now they're into solid blue. Okay, can we try to connect your phone Mary to the default name and password labeled on the bottom of the parents node if it is working now?
15:00
Speaker 1
i still have this velup set up se- oh wait 771. okay so it's yeah seven it's develop set up 771. oh okay. so that one connects but it's not [silence]
16:00
Speaker 2
Isis up there? the Wi-Fi name of the parent. Now this is actually what happened um Mary so when you're going to reset a router it will back to its default name and password so all the configuration was erased so we really need to start from the beginning. So can I check the Wi-Fi name on the bottom of the parent node? The main router. Okay. Select that one and enter your Wi-Fi password labeled on the bottom of the parent node also to verify if you're able to access the internet.
16:00
Speaker 1
I got it connected on my computer, but it doesn't actually register it as internet on there. You're already connected. solid blue, yeah. So, so it looks like I'm connected. Okay. Yeah, it looks like I can browse. The computer. Okay, just one second. [silence]
17:00
Speaker 2
but let's just try let's just try to check can we try to connect your phone what is your current light indicator of the router or the main router solid blue right okay solid blue okay check if you can browse and with your computer sir can we try also to forget the network and try to reconnect your computer to the velop underscore velop setup which is the wifi name of the parent node yeah [silence]
17:00
Speaker 1
I suppose I'll have to do this with all the TV's too. sure, yeah that would probably be the best thing for me. Oh God I don't I I don't know. I mean I I have a computer. I've got multiple TVs. I got phones, tablets. I don't know how many. Correct. Yes.
18:00
Speaker 2
Yeah, but of course, if you want to marry, we can retrieve or recover your original Wi-Fi name and Wi-Fi password as it was. I can guide you on how to do that. So I mean, I asked, how many devices do you have in total in your hand? It's okay. Okay. But you're using one Wi-Fi name and Wi-Fi password. Can you still remember?
18:00
Speaker 1
I didn't understand a word you were trying to tell me there. Can you repeat yourself? No, that none of that sounds familiar to me. Correct. Hey, Coulson. How do I see if I have if I have I have, How do I look up my for my Wi-Fi on this computer? Like to oh, it's that. Okay. And then, Wi-Fi. Okay, so yeah, it says
19:00
Speaker 2
Okay, if you split the bandwidth, do you have a network for your 2.4 and 5 gigahertz band? Okay, it's okay. Uh can you still remember if you split the bandwidth for your wireless network? 2.4 5 gigahertz band. Do you have any ID regarding with that? Okay, so you're using one WiFi name and one WiFi password. Okay. [silence]
19:00
Speaker 1
The Velup setup 771 connect automatically enter the password. Okay, let's see. Okay, so I am connected on my computer. What does the light say on the extender? Would you check please? It's way down in the basement. It's blue.
20:00
Speaker 2
Kelan can verify what is the light indicator of the child mode, or the extender. Okay. That's good. It's means you're all ready to set up So which country are you in?
20:00
Speaker 1
we're already set up. OK 192 168 OK. Okay, 192.168.1.1. Enter. Why am I getting a warning when I try to access my router settings in a browser it says [silence]
21:00
Speaker 2
Okay, is it a Windows or Mac computer? Okay. Can we open Google? Okay. And then on the address bar, type '192' (one nine two). What's that? '1' (one '168' (one six eight). '1'. One'. One'. Press enter. Yeah, proceed or continue. Wait.
21:00
Speaker 1
so continue. your connection isn't private. advanced and go back. okay. I don't really need a password for my internet. I live in the country and there's nobody close. So, I mean, if if if I don't need to have a password, I I wouldn't. [silence]
22:00
Speaker 2
Yes. Okay. Check on the bottom. What are the options? Advanced. Yeah. Yeah, but. Yeah, of course we can. You can actually, if you want to, or preferred to use the WiFi name and password label on the bottom of the parent node, or the main router, Mary, we can actually continue using it. But regarding with your other devices, you really need to connect them individually.
22:00
Speaker 1
Uh, well, I mean, is this a step where we change it back to what the name, okay, so go to advanced. Okay. Okay, the server couldn't prove that it's 192.168.1.1, its security certificate is not trusted by your computer's operating system. okay, okay. Now it took me to download the Linksys app for setup. Okay. Now I'm waiting okay, access router. Now I'm waiting okay, access router [silence] okay, access router.
23:00
Speaker 2
Is it okay for you? Yeah, because if... Mm-hmm. Yes. Exactly. Yes. Okay, so proceed. Or click on save 192.168.1.1. Okay. Click the picture or the image of the two phone. Okay, can we try to use admin as your...
23:00
Speaker 1
OK. We've updated our password requirements to be more secure. Please create a new one. recovery key. The recovery key. OK. So what do I do with that? Right. So what
24:00
Speaker 2
default admin password the word admin all lowercase, uh, okay. This is for the admin? Yeah, this is for the admin password. This is actually different from your Wi-Fi password. So, kindly check the um recovery key labeled on the bottom of the parent node to create your own admin password. Okay. So, to change your admin password or to create your own admin password Mary, it will ask for a recovery key, right? Okay. So, enter your recovery key. sorry, please. [silence]
24:00
Speaker 1
It's under the router, password or reset password? I'm not sure. Right, it still says that. Do I hit create a new one? Okay. Look at us. We're doing it. We're making this happen. Okay, so the admin password. Where do I put the recovery key? No, not yet. It's just saying admin password or or then it says password hint and then it says reset button.
25:00
Speaker 2
Yes. [silence] So it asked - uh, it states earlier that we update your admin password. Okay. [silence] Yes. [silence] Yeah, is it asking for the recovery key? Oh, yeah, it's [silence] Okay, proceed to create your.
25:00
Speaker 1
Oh, yeah, okay. Exclamation point that's all you need to do what about the upper and lower case letters that's not there. Oh how come my last password was just super easy and nobody? You know, how come this one's so difficult. Okay.
26:00
Speaker 2
own admin password so you need also to follow standard rules on creating an admin password make sure it is 10 to 12 characters with an uppercase lowercase letter number and special character [silence] It is actually admin password. It's for security purposes. So every time you're going to access the router settings you need this admin or router password to log in or to sign in. [silence] Okay. That's good. Go to the Wi-Fi settings, Mary. [silence] To change your Wi-Fi name and Wi-Fi password. [silence] Yes. [silence] So, [silence] if you can revert it your Wi-Fi name and Wi-Fi password to the original settings. [silence] And then after that, [silence] click apply to apply the changes. [silence] You can also take for.
26:00
Speaker 1
Leak there we go. Okay. There you need to OK and then apply. OK. Yes. Okay. Okay. Now it's applying the changes. Okay. [silence] Yes. Oh, it says router not found. You are not connected to your router. Oh, sure. Okay.
28:00
Speaker 2
Sure. So it's applying the changes. Yeah because you created a new WiFi name and WiFi password which means you need to reconnect your devices. Start to reconnect your.
28:00
Speaker 1
You're, you're so patient, I love it. So, okay, so, well now it says Linksys2. Yeah. So it would be registered as Linksys2. Okay, so disconnect and reconnect because I have a new password or what? It's already connected. I think that you, I think the router's just on. Where do, where do I do that? I know. Okay.
29:00
Speaker 2
Okay, so thank you so much for that one Mary. Don't worry about that. [ silence ] [ silence ] [ silence ] yeah, make sure you disable the option to connect automatically so that it will ask you to enter your new Wi-Fi password. [ silence ] or try to forget the network.
29:00
Speaker 1
No, not you. You connect. It says can't connect to this network. It doesn't say links to too anymore. Okay. It's still connected to links too. So disconnect. On the phone it works, so I'd just let it be.
30:00
Speaker 2
[silence] Yeah. Yes, maybe it's still loading. Uh, forget the network and then make sure to enter your new Wi-Fi password. You can also try to check your phone. Mary.
30:00
Speaker 1
Okay, so links two is connected, maybe that's just what it's called on here. [silence] Yeah, no, it works. Okay. I just did it on my phone. [silence] Oh no, there it goes. Okay, it's it's working. [silence] Make sure they're both blue. [silence] Okay. they're both. They're both blue. I [silence]
31:00
Speaker 2
Okay. And then check the light indicator of the child node. They are both blue, right? Yeah. Okay, that's good. You may now proceed to relocate the child node, Mary. nation. All you need to do is to unplug, replug, and wait 30 to 5 minutes for that node to reconnect and turn to solid blue. No need to do anything, yeah, the child node or the extender. Oh. Okay. Yeah. Three. three up to five minutes. yeah. But of course, while waiting for the child node or the extender to reconnect, let me provide your ticket number just in case you call us again so the next technician can quickly access your information. That's 134. Okay. Sure.
31:00
Speaker 1
Yeah, put it in my room. Over. It's called the ticket number. Okay, go ahead. Okay. Okay. Five zero. Okay. Okay. Okay. Let me know when it turns blue, okay? Plug it in by my dresser.
33:00
Speaker 2
okay, so it is 1-3-4-8-5-0. Yeah. 1-3-4-8-5-0. So, let's just wait for that child to turn solid blue and we're all done. [silence]
33:00
Speaker 1
Did you plug it in by my dresser? On that bar? On the bar? Yeah. Oh, I just put it like right behind the. Where'd you plug it in, though? Down with. In that one. It's. It's on the dresser. Right. But you, there was room in the outlet? Yeah. Oh, okay. But you gotta tell me when it turns blue. OK. [silence] Oh, yeah, the TV is working again. Nice. [silence]
34:00
Speaker 2
Yeah, because since you used the same wifi name and password, Mary, there's a big possibility
34:00
Speaker 1
Oh, that would be wonderful. You guys are so helpful. I really appreciate this. Oh. well, thank you. That poor cable guy didn't know what to do. [silence] Oh, okay. Thank you.
35:00
Speaker 2
Yeah, feel free to, use your other devices connect automatically. Yeah, you're welcome, Mary. And thank you so much also for your patience and time while we resolve this. I see. But of course, you can also feel free to visit our support site. We have support.linksys.com for helpful tips and guidance. We have also a Linksys AI agent there. But of course, just please feel free also to reach out if you need it for uh, any further assistance. So we would be happy also to assist you. Yeah, you're welcome. yeah it's okay I guess it's still blinking red any moment since you relocate it farther it will take three to five minutes so we need to keep on observing it [silence]
35:00
Speaker 1
I'm just saying, it's blue. It's blue. Okay, so we're all set. no, that was it. you fixed all of our problems. thank you. you too. you too. thank you. bye-bye.
37:00
Speaker 2
Okay. We are all set. Is there anything else that I can help you with? You're welcome, Mary. And thank you so much also for your time and patience. And have a great day. Take care. Bye for now.
37:00