V2 Rubric Detail — e1c179ec-6fcf-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 13:23
Duration
5m 56s
Contact
Kevin Leath
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall59.9% (+13.9)

V2 Grader Summary

The agent correctly recommended a factory reset after a modem change, demonstrating appropriate resolution path selection (R3 Met). However, critical technical inaccuracies were present: the reset instruction was wrong (T3 Not Met), and no diagnostic tools were used (T2 Not Met). The issue was not resolved during the call, resulting in a Partial Resolution outcome. Communication and ownership were strong, but technical execution fell short of full compliance.

V1 Case Analysis

Customer reports performance issues after modem replacement. MX5300 primary node reset attempted but resulted in blinking red LED; reset not completed or verified. Serial number collected but not used. Follow-up needed.

Troubleshooting Steps
  • Collected model number (MX5300)
  • Confirmed ISP (Comcast)
  • Advised factory reset of primary mesh node
Key Observations
  • Serial number was clearly stated by the customer at [02:00] but not acknowledged or recorded by the agent.
  • Agent failed to recognize blinking red LED as a failure state per KB (universal_factory_reset.md).
  • No guidance was provided for post-reset reconfiguration or mesh node re-pairing.
  • Call ended without confirming resolution or establishing a clear follow-up plan.
Positive Highlights
  • Correctly identified the MX5300 mesh model.
  • Confirmed the ISP (Comcast), which is relevant for potential PPPoE or VLAN needs.
  • Initiated a logical troubleshooting path by recommending a factory reset after modem change.
Agent Errors / Gaps
  • Failed to collect and acknowledge the serial number despite it being provided by the customer at [02:00].
  • Did not recognize or troubleshoot the blinking red LED state during reset, which indicates a failed reset per KB.
  • Provided incomplete reset instructions: KB specifies holding reset for 10–20 seconds until light changes, not until it turns off.
  • Did not verify the result of the reset or guide the customer through post-reset setup.
  • Lacked empathy or acknowledgment of the customer's frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed resolution; call ended mid-troubleshooting during reset instructions with no verification of success.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for model, ISP, and suggested reset after modem change, but skipped essential diagnostics like WAN status check or speed test at modem.
R3 Met Correct resolution path conf 95%
Factory reset and re-setup is the correct path after a modem replacement, aligning with KB guidance in universal_isp_modem_diagnostics.md.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified symptom (performance drop post-modem swap) and linked it to possible configuration mismatch, but did not verify WAN connection or rule out other causes before recommending reset.
T2 Not Met Appropriate tools / resources used conf 93%
Agent did not use any diagnostic tools (e.g., checking router admin interface, speed test at modem, or WAN status) despite their clear applicability to isolate the issue.
T3 Not Met No misinformation conf 96%
Agent incorrectly instructed customer to release reset button when blue light appears; correct procedure is to release after LED turns off (per universal_factory_reset.md for MX5300).
Communication
C1 Met Clear & professional language conf 97%
Agent set expectations about Wi-Fi disconnection post-reset, maintained control, and guided customer through next steps clearly.
C2 Met Confirmed understanding conf 95%
Agent used clear, non-technical language, addressed customer respectfully as 'sir', and adapted to customer's pace.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and continued active troubleshooting without deflection.
O2 Partially Met Proactive follow-through conf 88%
Agent provided next step (reset) but did not establish a timeline or confirm follow-up action if the step failed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate execution.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent apologized sincerely ('I do apologize to hear this concern') and maintained professionalism despite customer frustration.
X2 Met Tone & rapport conf 95%
Agent matched customer’s tone, used natural pacing, and kept engagement by confirming understanding and guiding step-by-step.
X3 Met Overall experience conf 94%
Agent avoided unnecessary repetition, minimized customer effort by giving direct instructions, and did not place on hold.
Call Transcript12 turns · 12 lines
Speaker 1
The foods that are involved with radiation. If you vend the food you don't make a lot of money you know. [silence] Hi well I recently had to change out my cable modem and ever since I did my Linksys router performance
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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 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. Hello, thank you for calling Linksys technical support. This is charm. How can I assist you with today?
00:00
Speaker 1
horrible and I can't figure out what changed. I was wondering if you could help walk me through maybe what's causing that.
01:00
Speaker 2
I see right I do apologize to hear this concern, but all right let me just see what this concern. Also suggests to confirm, you mentioned that you change your modem, th correct? When you set it up again, did you reset your Linksys router? Al right because if you set it up again for having a new modem you need to reset all your Linksys device first and then set it up again. So your connection is dropping, is that correct? Okay, I get it. Okay, can you provide the model number and the serial number of your Linksys, [silence]
01:00
Speaker 1
Yeah. Uh. So I'm looking at the bottom. I'm not seeing a model. Oh, there we go. I'm sorry. M is in Mike, X is in X-ray, 5 3 0 0. 3 2 N is in Nancy. 1 0 M is in Mike. 3 1 B is in boy. 0 9 2 7 1. So I've got the one I just read to you is the primary, uh mesh unit and then I have three others. It's, uh Comcast or Xfinity or whatever they call themselves today.
02:00
Speaker 2
Got it. It's the D lgment. That is. How about the serial numbers? [silence] Got it. And how many lengths of routers do you have? Mm-hm. Alright. For. Great. Thank you so much. You're gonna also may know who is your internet service provider? Comcast. Great. Nice. If you get it, great. One more question. Is there
02:00
Speaker 1
ah, about two weeks ago, okay. okay. Yes, would it be possible to use the same SSID and password as I have now though?
03:00
Speaker 2
and when did you change your modem sir or upgrade your modem? two weeks ago. so here's the things sir, here's what we will do with your link sys router, um, we will reset this one and set it up again and just to set a proper expectation, once we reset your device or your router, it will all the device that are connected to your wi-fi will be disconnected. and then we need to set it up again. and create a new wi-fi name and password if you want. do you want to proceed with this step? i guess you can do that one sir after we set up the
03:00
Speaker 1
Okay, yeah, that would be fine then. Okay. Do you need me to have all the child nodes turned off or do I just leave those as they are for now? Okay.
04:00
Speaker 2
This new main node. Make sure, All right. So let's proceed with the troubleshooting. Please bear with me. Okay. Let's focus first on the main node. And once we configure this one, then we will add the child node and then change the Wi-Fi name and password with the old Wi-Fi name and password that you have. All right? Um, please leave it as it is for now. Okay. So here's what it says here. Kindly press and hold the reset button of this, um, main node or the parent node. Press it until the light went off and release once the blue light is showing.
04:00
Speaker 1
Okay, it's gone to red blinking. Do I release the button at this point? [silence]
05:00
Speaker 2
Make sure that it turns off first before you release. Does the light already went off, sir? Hello, sir.
05:00