V2 Rubric Detail — c77d61ce-7c84-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 17:28
Duration
9m 24s
Contact
Daniel Taborski
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00049494
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent Connection

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall64.6% (+8.6)

V2 Grader Summary

The customer achieved full functionality (solid blue light, admin access) via the agent's guidance. While the agent skipped basic diagnostics and did not verify warranty, they applied a KB-supported procedure (5-press) that resolved the issue. Technical inaccuracies like 'LinuxApp' are ASR artifacts, not confirmed agent errors. No critical failures occurred.

V1 Case Analysis

Router stuck on solid purple light; agent incorrectly advised 5-press method (escalation only). Customer accessed 192.168.1.1 after LED turned solid blue and changed Wi-Fi credentials.

Troubleshooting Steps
  • Advised 5-press reset method (incorrect for setup)
  • Guided to connect to default Wi-Fi SSID
  • Instructed to access router admin page at 192.168.1.1
Key Observations
  • Agent incorrectly advised using the 5-press method for normal router setup — this is a serious protocol and accuracy violation per KB (universal_5press_models.md).
  • Agent falsely claimed cloud/app access is no longer available (universal_app_transition_notice.md).
  • No model or serial number collected, and warranty status not discussed — major protocol omissions.
  • Agent correctly identified the local IP (192.168.1.1) and default Wi-Fi credentials on label for access.
Positive Highlights
  • Guided customer to correct local IP address (192.168.1.1) to access admin settings [05:00, 08:00].
  • Correctly referenced the default WiFi name and password on the router label for connection [07:00].
  • Confirmed router reached solid blue — indicating normal operation — and enabled customer to proceed with configuration [07:00].
Agent Errors / Gaps
  • Incorrectly advised using the 5-press method to 'automatically set up' the router — 5-press is for diagnostic escalation, not provisioning (universal_5press_models.md).
  • Falsely stated that cloud/app access is no longer available — cloud access remains available on supported models (universal_app_transition_notice.md).
  • Did not identify the router model — critical for accurate guidance, especially since MR series (AX/Max-Stream) should not use 5-press for setup.
  • Did not guide customer to complete setup via 192.168.1.1 or myrouter.local when LED was solid purple — the correct first step per ax_maxstream_wifi_connectivity.md.
  • Provided generic admin password 'admin' without confirming it applies to this model — some models use WiFi password as admin password after setup (spnmx42_family.md).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer achieved solid blue light and accessed 192.168.1.1 to change Wi-Fi credentials, confirming full functionality.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent skipped basic diagnostics (cable check, modem status, LED verification) but applied a documented procedure (5-press) that advanced resolution.
R3 Partially Met Correct resolution path conf 89%
Agent used 5-press method (valid for MR/WHW/MX per KB) but did not verify warranty status or confirm if procedure matched product status; outcome achieved despite gap.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (purple light) and applied targeted action (5-press) but did not ask model-specific questions or verify WAN connection, missing root cause analysis.
T2 Partially Met Appropriate tools / resources used conf 88%
Agent did not use remote tools or dashboard access, but 5-press is a documented KB-supported method; tool use was not strictly necessary given successful outcome via approved procedure.
T3 Partially Met No misinformation conf 95%
5-press instruction is technically correct for Intelligent Mesh models; 'LinuxApp' is an ASR artifact for Linksys app; LED guidance (purple = ready for setup) aligns with KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control and guided steps but had long silences, unclear framing, and no summary; interaction lacked structure but stayed on task.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language and gave actionable steps; despite some confusion (e.g., 'LinuxApp'), customer succeeded, suggesting adequate adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case from start to finish, did not transfer, and followed through until customer confirmed access to admin UI.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps (5-press, then 192.168.1.1), which customer executed successfully; no further follow-up needed.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not assessable.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent did not explicitly acknowledge frustration, but remained neutral and solution-focused; no discourtesy, but empathy was minimal.
X2 Partially Met Tone & rapport conf 86%
Agent continued despite customer confusion (e.g., app vs. browser), but did adjust by redirecting to 192.168.1.1 when app failed, maintaining engagement.
X3 Partially Met Overall experience conf 84%
Customer repeated 5-press multiple times due to timing, not agent error; incorrect 'LinuxApp' mention increased effort slightly, but workaround was provided.
Call Transcript15 turns · 16 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.Linksys.com for more information about your product. [silence]
00:00
Speaker 1
So I'm calling because my Linksys router randomly turned to a purple light and now I can't even get it to set up at all. But it was working before.
02:00
Speaker 2
[ silence ] Hi this is May summI, 1 of the technicians for Melo Intelligence says, how can I help you? Yeah. If the resub button was pressed it will really turn to solid purple. If no one touch the resub button, but all of the sudden it went to purple,
02:00
Speaker 1
Okay. Let me do that real quick. Okay. I just did the Pressure Release pre set up through the app. All right.
03:00
Speaker 2
that means there's something on its hardware already why it keeps on doing that and actually all you need to do to set up your router automatically is by pressing its reset button five times within five seconds. So press release, press release, press release. That will automatically set up your router. Uh-huh. [silence] Not the app because we don't have cloud access anymore. You just press the reset button five times. That's it actually. No other troubleshooting. I mean, no other things. By doing that, your router will [silence]
03:00
Speaker 1
Okay, well, my question now is, because I was trying to use the app, I didn't know you guys didn't do the app anymore. The app told me to press and hold it for 10 seconds to factory reset it. So I did that. So how do I set it back up to the network? How do I change the the how do I change the Wi-Fi password and name and all that?
04:00
Speaker 2
Um... OK. That's why it's having a purple light indicator. Now, I mean purple or magenta. All you need to do is the five press method again. Just press the reset button, one second interval, do it for five times. That means your the Linksys device will be automatically set up. You can change it by using the
04:00
Speaker 1
Okay. Okay. Gotcha. Okay, so I did the the press five times and right now it's still solid purple. No it's purple. Okay. Let me do that real quick. Press release, press release, press release, press release, press
05:00
Speaker 2
That QR code, I mean, you can access the settings of the router by using 192.168.1.1. That's the only time you can change the its wi-fi credentials. Okay, well, that should not have a purple light anymore by pressing the reset button five times. At least it should show a red light when there is no internet. Are you sure it's purple, not solid red? Okay then you need to do it again. Maybe it was not pressed properly. Just do it five times. [silence]
05:00
Speaker 1
release yeah now it's flashing I don't know if that's Purple if that's like looks like it's white let's see one Okay, now it is Solid blue. You hear me? [silence] Okay, so now that it is solid blue. Sorry, it need a what? [silence] Okay. Then if I'm on if links of setup 11 D I'm connected to that.
06:00
Speaker 2
It's what? Yeah, you just need to connect. It's default wifi name located outside, which is the default wifi name of your router is actually the one on the sticker underneath. That's the one broadcasting now. And use that password as well indicated.
07:00
Speaker 1
Can you hear me still? Okay. Connected to it. Now I'm trying to connect. One second. 192.168.1.1 192.168.1.1. Okay, and it says, download the LinuxApp app for setup. Okay. Perfect.
08:00
Speaker 2
Yeah, that's it. No extra comma. Okay, just click the picture of the phone there's two phone pictures there that's the one that you just need to click to bypass and add.
08:00
Speaker 1
OK. A D M I. Perfect. OK, I think it's like I'm in, so I can change the Wi-Fi password now. Thank you very much. Bye bye.
09:00
Speaker 2
for the password is it admin in small letters you're welcome bye bye for now
09:00