V2 Rubric Detail — ddc3ef60-5f6b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 16:47
Duration
8m 7s
Contact
Ofelia Reyes
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132056
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.62/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp0.71/5
Overall21.0% (-11.0)

V2 Grader Summary

The agent failed to perform basic diagnostics, misidentified the LED state as 'pink' instead of purple, incorrectly declared the device out of warranty, and offered paid support without attempting best-effort troubleshooting. The issue remained unresolved, and the customer was left with inconsistent guidance, resulting in an Unresolved outcome.

V1 Case Analysis

Customer reported pink LED on router; agent advised 5-press reset (likely incorrect), misidentified LED color, and offered paid support without confirming resolution. Issue recurred during call.

Troubleshooting Steps
  • Asked customer to check available Wi-Fi networks
  • Instructed customer to perform a 5-press reset (likely incorrect for device)
  • Directed customer to use the Linksys app for setup
Key Observations
  • Agent referred to pink LED as 'ping' [07:00], contradicting KB LED references (should be 'pink' or 'purple').
  • 5-press reset advised without confirming device is part of Cognitive Mesh family (LN/MX6200/MBE), making it likely inappropriate per KB.
  • Pink LED returned during call [07:00], indicating reset failed or deeper issue, but agent did not troubleshoot further.
  • No model/serial collected despite clear need for accurate troubleshooting.
  • Agent moved to paid support without offering any self-help path beyond a generic email promise.
Positive Highlights
  • Collected customer name and email for follow-up [02:00-03:00].
  • Correctly identified that a factory reset would return device to default settings [04:00].
Agent Errors / Gaps
  • Misnamed LED color as 'ping' instead of 'pink/purple' [07:00], contradicting KB LED guide.
  • Advised 5-press reset without verifying device model/family, violating KB pairing method requirements [04:00].
  • Failed to collect product model and serial number, violating core protocol for troubleshooting calls.
  • Did not verify warranty status via system; relied solely on verbal assertion.
  • Abandoned troubleshooting when pink light returned, offering only paid support instead of alternative steps.
  • Promised email instructions but did not confirm they were sent or what they contained.
  • Did not confirm customer could access the Linksys app or web UI before directing to it.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer reports the pink/purple light returned after the 5-press attempt, and agent ends call without confirming resolution; only promises email instructions.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skips basic diagnostics (WAN cable, modem status, LED meaning) and jumps directly to 5-press reset without verifying setup state or internet signal.
R3 Not Met Correct resolution path conf 96%
Agent states router is out of warranty without verification and immediately pushes paid support instead of offering best-effort troubleshooting for setup issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No root cause investigation; only asks for ISP and then instructs reset. Fails to identify if issue is with modem, WAN, or configuration.
T2 Partially Met Appropriate tools / resources used conf 88%
Agent applies 5-press method from KB, which is appropriate for some models, but does not use local UI (192.168.1.1) or check WAN LED to confirm connectivity issues.
T3 Not Met No misinformation conf 98%
Refers to 'solid pink' light — correct term is 'purple'; also misstates device is out of warranty without checking; calls the app 'link fix app' (should be Linksys app).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent guides customer through 5-press reset but loses control by ending call abruptly after promising email, without confirming receipt or success.
C2 Partially Met Confirmed understanding conf 87%
Uses plain language but introduces confusion with 'link fix app' and inconsistent LED description ('pink' vs 'purple'); no confirmation of understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Offers to email instructions, showing some ownership, but disengages before confirming resolution and shifts to paid support prematurely.
O2 Partially Met Proactive follow-through conf 88%
States intent to send email instructions — a next step — but provides no timeline or follow-up commitment, leaving customer uncertain.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this setup issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent shows no empathy or acknowledgment of customer frustration; interaction remains transactional and procedural throughout.
X2 Not Met Tone & rapport conf 93%
Agent uses inconsistent terminology ('pink', 'link fix app') and does not adapt tone or pace despite customer confusion and repeated LED changes.
X3 Partially Met Overall experience conf 86%
Offering email instructions reduces future effort, but agent could have stayed on the line to guide setup and avoid customer rework.
Call Transcript14 turns · 16 lines
Speaker 1
Yes, I'm having problems with my link. This, um, it's, I don't know what happened, but it's the light is not solid blue. It's like lightning, like it's it's kind of flickering.
00:00
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 Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. I think for calling Linksys. This visit Joy. How can I help you today? OK, and we have these two real numbers that links this device, please. The way it's wired on.
00:00
Speaker 1
you mean my internet insectum Eliel Raez O like Oscar, F like Frank E like Edward, I like Larry I like ice I like apple Raez or E-Y-E-S Raez dot
02:00
Speaker 2
Yeah, mate, your internet service provider. Is it Spectrum or AT&T? The one that you pay for your monthly subscription for internet. Spectrum, okay. May I have your first and last name, please? How do you spell that? One man. And your last name? Okay. R E Y E S. And lastly, your email address. [silence]
02:00
Speaker 1
And C, Amelia to attempt to at gmail.com. It's like a bright pink, like a neon pink. [silence] Okay, this is the one I see. I don't know if this is the one. It's underscore Lenksys set up 2F7.
03:00
Speaker 2
342@gmail.com, okay. All right. So, um, the light of your router is solid pink or like a purple? Can you try to check your Wi-Fi settings? Check the available network. If you can see link sys as, um, as available network or Wi-Fi name.
03:00
Speaker 1
Okay. It is. Okay. Okay, so I just pressed the reset button. And now open time.
04:00
Speaker 2
Can I check at the bottom of your router if that is default name of that router the default name? Okay, so that means your router went back to its factory default settings, so you need to set it up again from scratch in order for it to go online. So you can just press the reset button at the back five times to set it up automatically and if you wanted to change the name and password, just um log into the link fix app to change it. Five times. Mhm.
04:00
Speaker 1
OK, OK. It's OK. OK. Now it's blinking solid blue.
05:00
Speaker 2
five times, like, press, release, press, release, like, that, five times. So, you wait for that one to, like, process, it might take two to three minutes, and then once it will turn solid blue, you connect to the network, name, underscore, link, to, like, internet, internet, some, wi-fi. [silence]
05:00
Speaker 1
okay [silence] um, yeah, you can do that. so, if I wanted to purchase extended warranty, how much would that be?
06:00
Speaker 2
Yes, using the password that's at the bottom of the router and then check if the internet will now um, work. And then, um, yeah, as per checking here on my end, ma'am, the router is no longer under warranty, so we can no longer provide free technical assistance. But if you want me to walk you through the entire process, you can avail our paid service that's $15 for an hour, but if not, we can just send you an email instruction for the setup procedure and for the log in. Um, it's not extended warranty. It is just like a one-time support that is for $15 for an hour.
06:00
Speaker 1
Okay. Hold on a second, because my, the, the pink light came back on. So now that the pink light came back on, can I just, like, try to restart it, or? Okay. Alrighty. Yeah, if you could please email me the instructions. Okay, thank you. you.
07:00
Speaker 2
um if the ping went back on that means you did not uh perform the five press correctly so you need to do it again you press it not too slow and not too fast like just one press every second five times [silence] okay so I'll just send you the email instructions right away I'll end this call all right you're welcome thank you for calling linksman have a good one bye [silence] You can end the call now, ma'am. Thank you.
07:00