V2 Rubric Detail — d78b4fd2-6c48-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-20 01:39
Duration
13m 26s
Contact
Logan Arnold
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00134163
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5300_Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall57.1% (+1.1)

V2 Grader Summary

The agent correctly identified the factory-reset state and applied the out-of-warranty policy by offering emailed instructions and paid support. However, no troubleshooting was conducted, resulting in an unresolved issue. While customer effort was reduced by sending instructions, the lack of diagnostic steps and minimal empathy keeps the outcome in 'Unresolved'. The R3 rating is upgraded to 'Met' because the agent followed correct protocol for OOW devices.

V1 Case Analysis

Customer reports MX5300 nodes stuck on solid purple after resets; out-of-warranty. Agent incorrectly interpreted LED state, offered paid support or emailed setup guide. No troubleshooting performed. Case #134163.

Troubleshooting Steps
  • Collected customer name, email, phone, model numbers, and partial serial.
  • Incorrectly interpreted solid purple LED as factory reset state.
  • Offered paid support or emailed setup instructions without performing troubleshooting.
Key Observations
  • Agent incorrectly stated that solid purple LED means factory reset (per KB: solid purple = ready for setup, not factory reset).
  • No actual troubleshooting steps were performed despite clear symptoms and a known procedure for MX5300 pairing.
  • Agent offered paid support without first attempting standard, safe troubleshooting steps available to out-of-warranty customers.
  • Customer expressed confusion and requested repetition of case number, indicating poor information retention.
Positive Highlights
  • Collected complete customer contact information including name, email, phone, and model numbers.
  • Provided a case number (134163) and clearly communicated it to the customer upon request.
  • Clearly explained warranty status and support options for out-of-warranty devices.
Agent Errors / Gaps
  • Incorrect LED interpretation: stated solid purple means factory reset (07:00) — per KB, solid purple means 'ready for setup' (velop_router_setup.md), not factory reset.
  • Failed to guide customer through factory reset procedure: MX5300 requires 10-second reset to return to setup state, but agent only assumed it was already reset.
  • Did not perform or guide through 5-press pairing method: MX5300 uses the 5-press method for adding nodes (universal_mesh_node_management.md), which was not mentioned.
  • Misdiagnosed the issue: solid purple on all nodes after reset suggests they are ready for setup, not that they are broken or need reinstallation.
  • Did not verify WAN connection or parent node status, skipping basic isolation steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only offered to email instructions or sell a $15 paid support service; no actual setup or fix was performed.
R2 Not Met Diagnostic thoroughness conf 90%
Agent identified the solid purple LED as a factory-reset state but did not walk the customer through any pairing, reboot, or configuration steps.
R3 Met Correct resolution path conf 90%
Agent correctly determined the devices were out-of-warranty and provided both available options: paid support or emailed instructions — aligning with policy and offering best-effort support rather than dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for model numbers and correctly interpreted solid purple as factory reset, but skipped key diagnostics like power cycling, checking WAN connection, or verifying ISP type.
T2 Not Met Appropriate tools / resources used conf 85%
No tools (remote session, web UI check, speed test) were used even though checking the router’s status would be appropriate for a factory-reset condition.
T3 Met No misinformation conf 98%
Agent correctly stated that a solid purple light indicates a factory reset and accurately described the out-of-warranty support policy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent kept the call moving with questions and eventually gave options, but there were long silences, repeated prompts, and no clear framing of the call flow.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated the email address, and confirmed the case number, matching the customer’s level of understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent did not transfer the call, took responsibility for sending the instructions, and provided a case number for future reference.
O2 Met Proactive follow-through conf 90%
Agent said the email would be sent in about two minutes and gave the exact case number, establishing a clear next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and, given the issue, escalation was not required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration, but remained polite and responsive; customer did not express overt anger, so full empathy statement may not have been required.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a structured tone and repeated key information (email, case number), adapting slightly to customer’s hesitation, though could have been more proactive in engagement.
X3 Met Overall experience conf 85%
Agent reduced customer effort by proactively offering to email setup instructions instead of requiring the customer to search online, minimizing steps the customer had to take.
Call Transcript17 turns · 18 lines
Speaker 2
welcome to linksys 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.linksys.com please have your device serial number ready for assistance press one now for out of warranty products paid support may be please have your device's serial number and contact information ready if unavailable kindly call back later [silence]
00:00
Speaker 1
wait, I'm sorry. Say that one more time? Yes, it is. My name is Logan Arnold. My email is Logan, M Arnold, 2005 at iCloud.com. My phone number is 337-853-1513. Um, one, two, three, four, five, six. I would say six. I'm not sure. Probably the same box.
03:00
Speaker 2
Is this your first time calling Linksys' technical support? [silence] May I have your first and last name. [silence] All right, and what is your current email? [silence] All right, and what is your current phone number? [silence] All right, and how many Linksys devices do you have? [silence] Do they have the same model numbers?
03:00
Speaker 1
The the problem is that I, I'm trying to connect it and the light turns purple on top of it. I keep resetting them, it's all of them that's turning purple. [silence] It does not, no I I I unplug it and I plug it back in and it blinks, blue and green, blue and green, blue and green, and then it goes straight to purple, for all of them. It's a solid purple light. Correct.
04:00
Speaker 2
But what was the problem with your mesh system? This is a mesh system, right? What's the problem? Oh, which one? Is it only one you need? Okay, so before it went to purple, did it show a red light? Now, um, let's talk about initially when you discover there was a problem, does it show a solid red light or is it the blinking red? Okay, so when you discovered them it went automatically to purple and who's there in the room?
04:00
Speaker 1
[silence]
05:00
Speaker 2
Sure, so all of them, all together shows a solid purple. Okay, so you just discovered all of these nodes went to purple. I see. Um, do you have, um, someone, um, else in this, um, place. Does you ask them if they have ever pushed a button on each of them? Uh huh. Okay. Alright, may I have the serial number of the main one that you've connected directly to your internet provider's modem.
05:00
Speaker 1
2903. MX 5300 MX 5300. uh, let me let me check this one. MX 5300. Hold on, the next one's just in the other room. MX 5300. Let me check. MX 5300. that one has it. Let me check one more. give me one second.
06:00
Speaker 2
And what is the model number for this device? Alright, we need to validate your Linux devices. Uh, can you please just verify if they have all the the model numbers? They have the same one.
06:00
Speaker 1
here it is mx 5 3 0 0. and the other three are also mx 5 300. so yes they you all have the same model number. okay um AT&T
07:00
Speaker 2
Okay, thank you for verification. All right, so, um, all of them are solid purple. That actually means they were factory reset. So, um, uh, I was asking if someone might have pushed the reset button because that will be the the after, uh, what you call this effect. Um, the Linksys unit, if you press the reset button, after that it will go back to its original factory settings, which means you have to reinstall all of them all again. Um, also may I know who's the internet service provider?
07:00
Speaker 1
I could not tell you. Okay. Silence. Hello. [silence] Wait, I'm st- You can send me the instructions on how to install them? Yeah, we could just do that. I don't know.
08:00
Speaker 2
Hello, yeah, thank you so much for staying on the line. Okay, so upon checking here, it shows that the Linksys devices is currently out of warranty, uh for out of warranty devices, uh we no longer have that free uh technical support over the phone. But here are the two options that we can help you. You have the option to proceed with a paid service, but that would cost you $15. It's one-time non-fundable support. Or I can send you the instructions how to install again your Linksys system. Uh yes, that's the second option. Okay, I'll sign, uh I'll send it to the same email that you've provided to me or do you have alternative email? Okay. All right. I'll just send it through logan.marnold2005@icloud.com.
11:00
Speaker 1
Okay, thank you. Okay, sounds good. Oh, so, uh, there is one, if I, if I'm, I'm unable to do it with the instructions you've sent me, what should I do? Just call you back and just tell you what is going on and stuff. 134-662. Okay. I'm so sorry. Can you just repeat that one more time? I'm, I'm going to write it down this time.
12:00
Speaker 2
[HUMAN_REVIEW] Tom, let's go through each and every steps, uh, please listen to carefully and read out everything on your monitor as you see it appear. Now, let's start the setup process. The software will guide you through the installation process. I'll provide you some step-by-step guide, okay? to install your linkit again. Mhm. You're welcome. I'll create the email first and just wait for about 2 minutes, you may check your icloud, okay? All right. Thank you so much for your time. Is there any questions? You can call us back. Yeah. Yeah, you tell us what have you done so far and provide this case number: 134163. 134163.
12:00
Speaker 1
Okay. One, three, four, one, six, three. Got it. Okay. Okay. Bye. Bye
13:00
Speaker 2
Yes. I'll provide the case number if, in case, you will call us back, so we can pull up the record here. All righty. Okay. Thank you so much for your time once again, and have a great night. Bye-bye.
13:00