V2 Rubric Detail — c7adcdec-8084-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 19:38
Duration
11m 37s
Contact
469-766-4971
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MX SERIES
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp0.00/5
Overall28.8% (+6.8)

V2 Grader Summary

The agent incorrectly applied the 5-press reset method to an unsupported MX4300 model, provided factually inaccurate technical guidance (including unsupported Bluetooth claims), and failed to direct the customer to the correct web-based setup process. Despite maintaining ownership and attempting multiple troubleshooting steps, the issue remained unresolved with no clear next steps or timeline provided, resulting in an ownership gap. No critical failures (e.g., abandonment, discourtesy) occurred to trigger an auto-zero.

V1 Case Analysis

Customer unable to set up MX4300; agent incorrectly advised 5-press reset as setup method. LED states became erratic (purple → white → no light → yellow → flashing red). No internet connectivity. No correct setup steps, serial number, or warranty check provided.

Troubleshooting Steps
  • Advised 5-press reset on the reset button (incorrect procedure for setup)
  • Asked about LED colors (purple, white, yellow, red)
  • Suggested connecting via Ethernet to the internet port
  • Contradicted earlier suggestion by stating hardwiring was not required
Key Observations
  • Agent fundamentally misunderstood the 5-press method, presenting it as a setup tool when it is a diagnostic escalation feature (universal_5press_models.md).
  • Agent made factually incorrect claims: Bluetooth no longer works on Linksys routers and cloud servers are removed for all models — both statements are false per KB.
  • No attempt was made to guide the customer through the correct web-based setup process (http://myrouter.local or http://192.168.1.1).
  • Agent contradicted themselves on whether an Ethernet connection was necessary, creating confusion.
  • No serial number, warranty status, or case documentation was collected, violating protocol.
Positive Highlights
  • Agent correctly identified the model number (MX4300) from the customer's statement — [01:00].
Agent Errors / Gaps
  • Incorrectly described the 5-press method as a setup/reset procedure (it is an escalation/diagnostic tool, not a factory reset or setup method) — [01:01]–[02:00], universal_5press_models.md.
  • Stated that the 5-press reset would 'automatically set up' the router — false and misleading guidance.
  • Claimed Bluetooth connection no longer works on Linksys routers — inaccurate; many models still support Bluetooth for setup (adjacent_connecting_devices.md).
  • Claimed cloud servers are removed for all Linksys routers — false; remote access via https://linksyssmartwifi.com is still supported on compatible models (universal_password_login.md).
  • Failed to guide the customer to the correct web-based setup flow (http://myrouter.local or http://192.168.1.1) — required for initial setup (universal_firmware_update.md, universal_password_login.md).
  • Contradicted themselves on whether an Ethernet connection was necessary — first suggested it, then said it wasn't required — [07:00]–[09:00].
  • Did not collect required product serial number or verify warranty status, violating protocol (universal_factory_reset.md).
  • Did not create or cite a HappyFox case, nor provide any follow-up mechanism.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reports solid red/purple lights and no internet after multiple attempts; issue not resolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent instructed the customer to perform a 5-press reset and later to plug an Ethernet cable, but did not follow a systematic diagnostic flow (e.g., verify WAN connection, check web UI).
R3 Not Met Correct resolution path conf 95%
Agent recommended the 5-press method for an MX4300, which is not listed as a supported model for that procedure; correct path would have been web browser setup via http://myrouter.local or http://192.168.1.1.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (app can’t find router, solid purple light) but asked limited follow-up questions and jumped to a reset method without fully diagnosing the cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, web UI check, WAN port test) were used even though the scenario required verifying the router’s admin page or WAN link.
T3 Not Met No misinformation conf 95%
Agent provided several inaccurate statements: 1) Recommended 5-press for MX4300 (not supported); 2) Claimed ‘Bluetooth connection will no longer work’; 3) Contradicted self on hardwiring (‘no need to hardwire’ vs ‘might need to do a Mac clone’).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the conversation moving but did not set clear expectations, clarify light behavior, or summarize status, leading to persistent confusion about LED states.
C2 Partially Met Confirmed understanding conf 80%
Agent used lay language but occasionally introduced unclear instructions (e.g., ‘press the bigger one’) and did not consistently confirm the customer’s understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer the customer, and attempted multiple troubleshooting actions.
O2 Not Met Proactive follow-through conf 90%
No concrete next-step plan or timeline was given; the agent stopped after the last button-press attempt without a follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and, given the information, escalation was not clearly warranted at this point.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge the customer’s frustration or repeat attempts; no empathy statements were made.
X2 Not Met Tone & rapport conf 85%
Agent maintained a single, somewhat technical tone without adapting to the customer’s confusion or slowing pace during LED color changes and failed resets.
X3 Not Met Overall experience conf 85%
Customer was asked to perform multiple reset attempts and button presses that could have been avoided with direct web browser setup guidance.
Call Transcript21 turns · 21 lines
Speaker 1
Hello. Hi, I'm trying to set up one of your Wi-Fi routers and um uh, yeah, so I have the app and it's trying to connect and it continues to say we couldn't find your router.
00:00
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. Yes, hi, this is M from Linksys. How can I assist you? Okay, which be where the app is downloaded, it's already connected to the Linksys Wi-Fi.
00:00
Speaker 1
What's um, what's the model? MX 4300. [silence] [Jaw Receiving]
01:00
Speaker 2
Am I right with that? Okay. I see. The Bluetooth connection will no longer work, by the way. And the setup here, Linksys, much better not to use the app. It's because we don't have cloud server anymore on it. Actually, to all our routers. Better to to set up your router using by connecting to its Wi-Fi and accessing its settings. What's the model number of this router that you're calling for? Okay. MX 4300. And actually, the easiest way to set it up is the five press method. But if it's already unsupported,
01:00
Speaker 1
Okay. Okay, right now it's a solid purple. So you're saying to hit the reset button five times. I'll do that now. Um, still solid purple. Um, I see two buttons. One is above the on and off and then there's the reset one. One, two, three, four, five.
02:00
Speaker 2
which is purple or pink light, you can then, uh, do the five press reset, which is to press, release, press, release the reset button five times, and after three minutes, the light indicator should turn solid blue. Five times, yep. That will automatically set up your Linksys. [silence] the reset button, quickly press that five times.
02:00
Speaker 1
Okay, it's just solid purple. Yeah, the smaller one, I've been pressing the small one. Press the big one for one second. Okay. One second, still purple. Start trying the smaller one 5 times. 1, 2, 3, 4, 5. Oh, it's solid white. What does that mean?
03:00
Speaker 2
You press the right button, correct? The reset button. Try to press the bigger one just one second. One second. Hmm.
03:00
Speaker 1
It's white, it's like a flashing white. It's the blinking one. I think that means it's connecting. The light just disappeared, and now there's no light. Why did the light, there's no light? [silence] Sorry. [silence] Yeah, [silence] it was flashing.
04:00
Speaker 2
all right what's the light indicator now good um that should have a steady blue light which means it's online you mean to say the outside router you said that there's no lights which device are you calling for
04:00
Speaker 1
No, flashing white, this like, you know, 20 seconds ago and now there's no light at all. It's the what, I'm on my. Yeah, so I can connect to the Wi-Fi, but it says no internet connection. No, there's no light. That's what I'm trying to say. Okay, now it's yellow. Okay, it's flashing again. Is it yellow flashing or white flashing? I'm not sure, but it's flashing. [silence] [silence]
05:00
Speaker 2
Okay, check to check now if your Wi-Fi is available. Okay, is it still at white? Right now, it should light up already, but there's none.
05:00
Speaker 1
It looks yellow to me. I did what now, just one yes. It's back to red its flashing red. [silence]
06:00
Speaker 2
Ah kay. Probably, it has amber color now. And you bought it in three packs. When you purchased this ringsys, was it in three packs in total or just one? Okay. And your whole I mean the this button on the main node now that's the one that you um that's the one that is having a blinking orange light until now, or it's already back to red. What's the color.
06:00
Speaker 1
.None have a laptop which doesn't have ethernet on it. Um, one second. I have an adapter so let me get set up. Are you wanting me to plug in my ethernet?
07:00
Speaker 2
You might need to do a Mac clone. Do you have a computer that can be hard wired?
07:00
Speaker 1
do I plug the ethernet into the router? [silence] okay, so I've plugged in [silence]
08:00
Speaker 2
Mm-hmm. [silence] Mm-hmm. [silence] Specifically in the in the internet port. [silence]
08:00
Speaker 1
to the internet port on my laptop. [ silence ] And now it's flashing blue. Now it's back to red. Now it's a solid red. Should the modem be connected to the internet port?
09:00
Speaker 2
Yeah.[silence] No, there is no need to have it hardwired. As long as it's connected via Wi-Fi, that's okay, as long as its on set-up mode as well.
09:00
Speaker 1
It's red right now. Both of them need to be unplugged. [silence]
10:00