V2 Rubric Detail — cf7ca48c-6e44-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 14:15
Duration
6m 25s
Contact
Ben Spisak
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134247
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical3.44/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall66.1% (+10.1)

V2 Grader Summary

The agent failed to resolve the issue or conduct complete troubleshooting, prematurely citing out-of-warranty status to limit support. While technically accurate and communicatively effective, the agent did not fulfill the expectation of best-effort troubleshooting for OOW devices. The customer was left without resolution, only offered email instructions or paid support, resulting in an Unresolved outcome.

V1 Case Analysis

Router stuck on solid purple after factory reset; out-of-warranty; emailed self-help instructions. Agent did not guide customer to access router via browser to complete setup.

Troubleshooting Steps
  • Collected serial number and account information.
  • Confirmed warranty expiration and offered paid support or email instructions.
  • Did not guide customer to access router via browser to complete setup.
Key Observations
  • Agent incorrectly referred to the LED as 'solid blue' at [02:00] before correcting to 'solid purple', creating confusion about the router's state.
  • Agent did not provide the critical first step for a solid purple LED: accessing the router via browser (192.168.1.1 or myrouter.local) to complete setup, as universally documented in the KB (ax_maxstream_wifi_connectivity.md and led_mesh_system_identifier.md).
  • Agent offered paid support before attempting any free troubleshooting steps beyond asking about modem reboot.
  • No attempt was made to guide the customer through the most basic and correct action for a solid purple LED, which is a fundamental step in router setup.
Positive Highlights
  • Collected necessary customer information (serial number, name, email, ISP).
  • Clearly communicated warranty expiration and the cost of optional paid support.
  • Provided a self-help path via email when the customer declined paid support.
Agent Errors / Gaps
  • Incorrectly stated LED color as solid blue at [02:00] when the customer clearly described it as solid purple. This contradicts the transcript and KB guidance.
  • Failed to provide the correct and critical first step for a solid purple LED: open a browser to 192.168.1.1 or myrouter.local to complete setup (per ax_maxstream_wifi_connectivity.md Quick Decision Guide and LED table). This is a material accuracy failure.
  • Prematurely escalated to paid support without delivering any actionable, free troubleshooting guidance that aligns with the KB.
  • Did not confirm whether the customer had tried accessing the router via browser, which is the fundamental step for setup mode.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any resolution outcome during the call; only offered email instructions or paid support without completing troubleshooting.
R2 Not Met Diagnostic thoroughness conf 96%
Agent asked basic questions but failed to conduct meaningful troubleshooting — did not guide customer through setup after factory reset (e.g., accessing 192.168.1.1), skipped verification of modem connection, and prematurely pivoted to warranty status and paid support.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified OOW status and offered email guide, but used warranty status as a reason to stop troubleshooting rather than providing best-effort support; OOW devices still require full troubleshooting attempts per rubric.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified solid purple light as setup mode, which is accurate, but did not follow a logical diagnostic sequence — skipped confirming modem connectivity, WAN link, or guiding user to complete setup via browser.
T2 Partially Met Appropriate tools / resources used conf 91%
Agent suggested connecting computer to modem but did not confirm if customer could do so or adapt steps accordingly; missed opportunity to use available KB resources to guide setup from solid purple state.
T3 Met No misinformation conf 97%
All technical statements were factually correct: solid purple means ready for setup, factory reset puts router in setup mode, and OOW status limits phone support — consistent with KB.
Communication
C1 Met Clear & professional language conf 96%
Agent framed the interaction, maintained control, set expectations about warranty and options, and closed the call professionally.
C2 Met Confirmed understanding conf 95%
Used plain language, confirmed spelling and details, adapted to customer’s pace, and avoided technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and committed to sending follow-up instructions.
O2 Met Proactive follow-through conf 97%
Clearly stated that step-by-step instructions would be sent via email within 5–10 minutes.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
No escalation was needed — issue was within scope of L1 support, even for OOW devices, though agent should have provided full best-effort troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 96%
Maintained courteous tone, apologized for inconvenience, thanked customer, and showed patience throughout.
X2 Met Tone & rapport conf 94%
Matched customer's conversational style, responded calmly, and confirmed understanding of key details.
X3 Partially Met Overall experience conf 92%
Avoided holds and repeated info, but increased customer effort by not guiding through immediate fix (setup from purple light) and instead deferring to email or paid support.
Call Transcript14 turns · 14 lines
Speaker 1
Hi. Um, so my Linksys account, my Linksys router hasn't been working. Uh, it didn't work all day yesterday and I don't, it stopped working the day before that, I believe.
00:00
Speaker 2
I thank you for calling Linksys. My name is Josh. How may I assist you today?
00:00
Speaker 1
We just have one. [silence] Yes. Um, okay, it is 3 3 C 1 0 M 2 C C 0 1 9 2 0 [silence] Okay? [silence] Correct. Yes, sir. [silence] Um, it was red yesterday and my brother he came
01:00
Speaker 2
Sure, so we'll need to proceed. Mayi have the serial number of router please? Okay, thank you so much for that one, sir. So I let me again verify the serial number. So it's three, three. Chandhra, Charlie, one, zero. M for Mike, two. Super Charlie, zero, one, nine, two, zero. Is that correct? Anyway, thank you so much for confirming. And what's the light or light behavior on this router right now? And right now it's
01:00
Speaker 1
the over and he tried to fix it. He did a factory reset and now it's purple and now, I can't get it off purple. is What's your email address? Ben. Spizak. Spizak. B-E-N. be in it's uh my same name [silence] ben.spizak1@gmail.com.
02:00
Speaker 2
Solid. Blue. So, solid purple, correct? All right. Yeah, there's no doubt that the router is on setup mode. So, however, sir, before we proceed, may I have your first and last name? Uh-huh. The spelling of your first name is D-A-N, correct? Oh, D-R. Ben. All right. Thanks so much for that, Benson. And what about your email address? Mhm. All right. And last thing, who's your internet service provider?
02:00
Speaker 1
I believe it's L U S fiber. I believe so but I could be mistaken about that. Um. Yeah. Um, yes, I believe so. I've. I've unplugged it I unplugged it multiple times yesterday and let it sit for. a minute or two and I plugged it back in. nothing would happen. Um, yeah we did the factory reset like I said. And. just haven't been able to connect to wi-fi all night. Um, I have a computer but I don't have like an ethernet cord to connect it to.
03:00
Speaker 2
LUS fiber. Uh-huh. (No worries sir) So, uh, just to confirm, have you already rebooted your modem prior to calling us? Mm-hmm. Mm-hmm. (Got this one sir) And do you have a computer that can be war directly to your modem or internet source? Ah, (I see) however, your computer has a [silence]
03:00
Speaker 1
um let me check it I couldn't see why it wouldn't uh I uh yeah it has a um it doesn't have a port
04:00
Speaker 2
an Ethernet port, correct? Like a LAN port. that's actually great, sir, because for this one, like for issues that no internet connection, uh, the first thing that you need to do is disconnect the router or any routers, then uh, hardware your computer directly to your modem and then check if the modem is online. So, if it is online, that's the time that we can just reconfigure the router. However, before we do the troubleshooting or reconfiguration. I'm gonna set your expectation that the hardware warranty status of your router has already expired. And I really do apologize, sir, but
04:00
Speaker 1
Yeah. Um, that's all right. So, you're saying that my device is out of warranty? Uh, yeah, that would be, that'd be helpful. [silence] Yeah.
05:00
Speaker 2
We can no longer provide assistance over the phone or chat for out of warranty devices. Nevertheless, all our troubleshooting guides and articles are still available on our support website. However, sir, if you really want to be assisted over the phone, we do have this one-time nonrefundable support that will last up to 60 minutes or an hour, but it will cost you $15. Yes, uh, mhm. Yes. Yes, sir. However, sir, the thing is, if you don't want to avail the paid service, I can actually send you a step-by-step instructions via email on how to simply reset, sorry, on how to, uh, simply reconfigure their outer. Yes, sir. So, yeah, rest assured that you're just gonna follow the step-by-step instructions. If ever you will be like.
05:00
Speaker 1
Uh, okay. That sounds good, man. Yeah. Uh, you too. Thank you very much.
06:00
Speaker 2
availing the paid service. And rest assured that you will receive the free email instructions within 5 to 10 minutes. All right. So thank you so much again for your understanding and patience. And thank you again for calling Lingsister. Have a great day. You're most welcome. Bye for now. [silence]
06:00