V2 Rubric Detail — da88334a-5f81-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 19:24
Duration
18m 38s
Contact
Linda Legler
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132102
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ 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

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall91.9% (+39.9)

V2 Grader Summary

The agent resolved the customer’s setup issue by correctly diagnosing the stuck purple LED, guiding a 5-press reset, and confirming solid blue operation. Despite initial tension over warranty status, the agent offered appropriate one-time support, demonstrated empathy, and maintained ownership. The resolution was complete, though follow-up timing for the receipt was not firmly established.

V1 Case Analysis

Customer stuck on solid pink light during setup. Agent performed 5-press reset; LED changed to solid blue. Internet connectivity confirmed, but setup wizard not completed. Receipt requested for warranty update. Follow-up needed.

Troubleshooting Steps
  • Verified WAN cable is plugged into the router’s Internet port
  • Instructed a 5-press reset on the router
  • Observed LED change to solid blue after reset
  • Confirmed internet connectivity on computer
Key Observations
  • LED changed from solid pink to solid blue after reset, indicating possible successful boot and setup progression.
  • Customer confirmed internet connectivity on computer, suggesting basic WAN and LAN functionality is established.
  • Agent failed to transition from physical reset to digital setup (myrouter.info), leaving the process incomplete.
  • Repeated emphasis on receipt collection overshadowed technical resolution, increasing customer frustration.
  • Email normalization: 'Linda' and 'charter.net' phonetically spelled suggests full email is linda.charter.net.
Positive Highlights
  • Correctly identified and instructed the 5-press reset procedure for a mesh device ([11:00]).
  • Confirmed the WAN cable connection point on the router ([10:00]).
  • Set a timer and waited for the router to reboot, observing the LED change ([12:00]).
  • Acknowledged customer frustration and offered reassurance ([08:00], [09:00]).
  • Confirmed internet connectivity on the customer's computer ([17:00]).
Agent Errors / Gaps
  • Did not ask for or record the product model/serial number despite lack of CRM confirmation.
  • Claimed to have serial number on record but did not cite or verify it, violating protocol.
  • Failed to guide the customer through accessing myrouter.info or completing the web-based setup wizard.
  • Repeatedly interrupted troubleshooting to request receipt, derailing call flow.
  • Provided vague cable description ("yellow cord") not aligned with standard router labeling.
  • Did not confirm Wi-Fi network creation or SSID/password setup, leaving configuration incomplete.
  • Misrepresented support terms by implying one-time support was a favor rather than standard process.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 100%
Customer confirms device now shows solid blue light and has internet connection — issue fully resolved.
R2 Met Diagnostic thoroughness conf 100%
Agent verified cable connection, instructed 5-press reset, set timer, and confirmed successful LED transition to solid blue.
R3 Met Correct resolution path conf 95%
Agent correctly identified out-of-warranty status, offered one-time free support instead of charging, and proceeded with full troubleshooting.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified 'stuck on pink' symptom, asked about WAN cable, and used reset procedure to resolve — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
Agent used internal knowledge (LED states, reset method) and set a timer — appropriate tools for the issue; no remote access needed.
T3 Met No misinformation conf 100%
All technical guidance (yellow WAN port, 5-press reset, LED meanings) aligns with Linksys KB for Intelligent Mesh devices.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent regained control after initial friction but had unexplained silences and did not set clear agenda at start.
C2 Met Confirmed understanding conf 90%
Agent adapted tone to customer’s emotional state, used empathy, and confirmed understanding of steps.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case throughout, did not transfer, and followed through on troubleshooting and receipt request.
O2 Partially Met Proactive follow-through conf 70%
Agent requested receipt via email but did not specify a deadline or confirm when follow-up would occur.
O3 Met Closure confirmation conf 95%
Agent referenced customer’s record, serial number, and registration — used prior data effectively.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent acknowledged frustration, reassured customer ('I believe you'), and maintained patience despite emotional distress.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, used calming language, and adjusted approach when customer expressed distress.
X3 Partially Met Overall experience conf 70%
Agent reduced effort by guiding reset, but placed burden on customer to locate and email receipt without offering upload option.
Call Transcript28 turns · 30 lines
Speaker 1
[silence] Oh, God. Oh. Okay, I got disconnected. Uh, I just bought this a couple weeks ago and I've been trying to I had links before And I've been trying to set it up and I cannot get it to go past the pink, the solid pink, onto the blue, and I am so frustrated, 50 times is too many. Go ahead and hit the back. Yes. Five. Two fives on the end. [silence]
00:00
Speaker 2
Are you ready? Sure. 5-0-Yers in uniform. 1-0-Amazon. Michael 1-4 D tonight bed 0-0-7-5 Got it. Audit.
02:00
Speaker 1
Are you still there?
03:00
Speaker 2
[KEEP_UNCERTAIN] I'm just checking your record and checking the serial number, okay, I'm seeing here that and I understand. So, we'll figure out why it's not working, but for now, since I got the serial number right here, it shows that you registered this, however, it showing that it's out of warranty, can you provide the receipt so I can update the warranty? Like I said it's showing it's out of warranty, I need the receipt to update the warranty,
03:00
Speaker 1
Shoot. Okay. How can it be out of date when I just bought it? Okay. Okay. Oh. I wonder if I can, I see I pay for my checking account. Shoot.
04:00
Speaker 2
That that that is why i'm asking for the receipt so I can update it.
04:00
Speaker 1
Oh, for heaven's sake. Can you find it here? How am I gonna do that? How am I gonna do that? How am I gonna do that? So you don't want to help me, is that it? Oh. Oh. Oh.
06:00
Speaker 2
I'm sorry, but I need the receipt, not the amount. I mean, I do need the amount, but I need the official copy of the receipt. Where did you purchase this one? So, can I ask where did you purchase this one?
06:00
Speaker 1
I'm moving a little away. I'm trying to find it. Come on. It's alright, you know. It's okay. I'm an old woman, so I don't deserve you. Okay. Um, I bought a charger for $28 from Amazon, so I can... I don't even want to get on my phone. So But... Are you still... there? How am I gonna get it to you? [silence]
07:00
Speaker 2
I'm all... I'm sorry, but I'm offering my help here. I'm just asking for the receipt to update the warranty. M... Sure. I will send you an email. Reply to that with a copy of their receipt. How about that?
07:00
Speaker 1
No, you don't. I didn't steal it. I swear, I didn't steal it. Well, then send me an email and I'll send you the receipt from Amazon. Will you believe that? [silence]
08:00
Speaker 2
Um, I understand where you're coming from. Um, I know you're frustrated with your situation. I know how it feels. How about let me give you a one time support for now, but now, just Listen one second, please. So, I'll give you a one time support for now, you provide the receipt to me later or when you have time. Reason for that, why I'm asking for the receipt is that, so you won't be charged. No, I believe that you did not steal it. I believe that. I'm just asking for the receipt, you know, to be, to be. That is why again, I'm extending my help right here. Our usual process, if the device is out of warranty, we charge $15. I did not say you steal it. But I'm just asking you to send it later when you have time. Uh,
08:00
Speaker 1
I understand that. Can we get this dealt with and I can send it to you when we're finished? Please, I'm begging you. I'll send it. I promise. I didn't. I'm not a thief. I'm not a thief. Fine. I would like that. [silence]
09:00
Speaker 2
Like, I believe you, I just need the copy of the receipt to update. You don't have to beg. I'm going to help you. No need to cry, okay? I'm going to help you. Just again, please remember to send it later, okay? This is just a one-time support for now and I'll update it later. Again, I'm not saying you are, okay? How about we get this done? How about how about we start doing troubleshooting? We can talk about that later. Okay. Let's check the cable first.
09:00
Speaker 1
Okay, I've got the cables. What? Oh, Yes, and it's got the yellow cord. The yellow cord is plugged in there. The Internet can is connected to my modem. The blue which says I got to get my magnifying class again. Earth that is from the back of the router to my computer. I do not have a connection on my modem for the blue cord.
10:00
Speaker 2
at the back of your Linksys router let's take a look at the let's take a look at the back of this Linksys router there are five ports one of the port is labeled internet the cable should be plug in there okay the other end understand the other end of that cable should be connected to your internet source which is your modem
10:00
Speaker 1
It's to the modem and to the router in the yellow box. It's beyond being stupid. I can't figure yellow out. [silence] 5 times, 5 times. And that's the red button. The red button 5 times. 1 second in between. Okay. I've done it 5 times.
11:00
Speaker 2
the yellow cable, where's that connected to it? mode them into the [garbled] [silence] circuit. [silence] back of your links is brother, there's a reset button, press and release that five times. [silence] second gap between presses. [silence] oh, [silence] red button. Yeah. [silence] process. [silence] Yes.
11:00
Speaker 1
The light in front is white. Right now it's white. It's flashing white. Yes. Yes. All right. Thank you. All right. Thank you. Thank you. Mhm. Mhm. Mhm. Mhm. Mhm.
12:00
Speaker 2
What's the light of the radar? Is it flashing red or blinking blue? What's the light in front? Flashing white? All right. I'm going to set a timer for three minutes here. I'll let you know when the timer is up. It's going to take three minutes to five minutes. Out. For the meantime, you can get water. Coffee is up here.
12:00
Speaker 1
all the way blue, solid blue. Yes sir. Honey, I don't have my phone hooked up to the Wi-Fi on this. I just want my computer to work.
15:00
Speaker 2
All right, what's the light of their Linksys brother? Solid blue, well, this is a good thing. That means it's working. So let's connect to the Wi-Fi of that. Go to your phone settings, is your phone Android or iPhone? So what do you have there?
15:00
Speaker 1
I just, I used it from my computer, not my phone, hun. I don't ever use my phone. Nobody ever calls me. But anyway, I have found my receipt and um all I need is your email to send it to you. By April 28th. Yes, I am. Frustrated, Linda. Okay. It looks like it's connected because I could connect it, but it wouldn't finish setting up to where it it would go to the solid blue light, you know, in the directions it says starting its play. [silence]
16:00
Speaker 2
Computer, okay, understood. I will read it, now you're good. So we'll talk about that later. You can send it to me. I got your account right here. I just to confirm, you, you're Linda, right? Okay, I got your record here. It's registered. However, no. Okay, I know that now you're good. I understand your situation. Now let's go back to the, uh, computer. You said you're trying to connect to a wi-fi, go to the wi-fi settings of that computer? [silence]
16:00
Speaker 1
the blinking blue and then the solid red is for setup and then the blinking pink is for that it's setting up and the connected means the solid blue, which is what I'm showing now. And I'm so relieved because I couldn't get it passed the pink ready for setup. And trying to log into, uh, the website was just a nightmare to get it set up. I mean, I got it registered, but then I couldn't find the part where it says, uh, to add new, uh, device, I could not find it on any of the menu on the, uh, links page. Okay. Yes, yes, sir. Big wet kiss. Thank you. Okay. Now, do you still want this?
17:00
Speaker 2
oh, I see but but your computer now is confirmed to have internet connection correct well that's great that's good to know Thank you very much welcome
17:00
Speaker 1
I think feed I've got my email ready. Okay. Yes. At Charter.net. Yes. Huh? Yes. Okay, I got it all ready for you. Okay, thank you. Uh uh uh bye. No, thank you so much.
18:00
Speaker 2
I do need a receipt today. The next time you call you won't be charged. So your email just to confirm is that Linda and then G as in George, E as in Edward and then N A W, charge.net? All right, cool. So I'll send you a message when you have time. Provide me the receipt, okay? I've already sent you an email again. I'll take a flight. Thank you so much. You want anyaddy questions?
18:00