V2 Rubric Detail — e47e2aba-64f1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 17:29
Duration
7m 12s
Contact
Ralph Hewitt
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132994
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfiguration

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall9.6% (-26.4)

V2 Grader Summary

The agent failed to provide any troubleshooting, resolution, or ownership, instead citing warranty status and hinting at paid support. Despite the customer’s clear technical issue — forgotten login and unresponsive nodes — the agent skipped essential steps like Recovery Key reset or node re-pairing. The interaction ended with no path forward, resulting in an Unresolved outcome with critical failures across resolution, technical process, and customer experience.

V1 Case Analysis

Customer unable to log in to MX4200 mesh after power incident; nodes showing red/purple LEDs. Agent confirmed model, serial, and out-of-warranty status, correctly interpreted solid-purple LED as reset state, but provided no troubleshooting steps. Call ended abruptly without resolution or clear next steps.

Troubleshooting Steps
  • Collected serial number, model, and customer contact info
  • Identified solid-purple LED as a reset/ready-to-setup state
  • Checked warranty status (out of warranty)
Key Observations
  • Agent correctly interpreted solid-purple LED state as factory-reset/ready-to-setup (05:00–06:00), matching KB guidance for Velop MX series (Section C).
  • Agent confirmed out-of-warranty status clearly and appropriately (06:00–07:00).
  • Agent did not contradict any KB guidance; all technical statements were accurate.
  • Agent failed to offer any self-help steps (e.g., accessing http://myrouter.local, factory reset, mesh rebuild) despite correct initial diagnosis.
  • Call ended abruptly during mid-sentence about paid support (07:00), leaving customer without closure.
Positive Highlights
  • Correctly collected and verified product model (MX4200) and serial number (38U-2M19C00460) (01:00–02:00).
  • Accurately interpreted solid-purple LED as factory-reset/ready-to-setup state per KB (05:00–06:00).
  • Clearly communicated warranty status and eligibility for free support (06:00–07:00).
  • No technical inaccuracies; all guidance aligned with KB (ACCURACY = 5).
Agent Errors / Gaps
  • Failed to guide the customer through login recovery or mesh rebuild procedures despite correct initial diagnosis.
  • Provided an incomplete paid-support offer and allowed the call to end mid-sentence without clear closure (07:00).
  • Repeated miscommunication of the customer's name and email, causing confusion (03:00–04:00).
  • Did not verify whether the customer could access the local admin page (http://myrouter.local or http://192.168.1.1).
  • Did not offer any self-help resources (KB article, email with steps, online chatbot) after confirming out-of-warranty status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the login or node setup issue; call ended with customer disengagement and no resolution confirmed.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed — no reboot confirmation, no Recovery Key guidance, no attempt to restore connectivity.
R3 Not Met Correct resolution path conf 96%
Agent defaulted to warranty status and implied paid support instead of providing best-effort troubleshooting for out-of-warranty device as required.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify root cause, ask diagnostic questions about password recovery or network topology, or follow a logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use the Recovery Key procedure — a documented, non-destructive tool for forgotten passwords — which was clearly applicable here.
T3 Met No misinformation conf 93%
Agent correctly identified solid purple LED as post-reset setup mode and accurately stated MX4200 is out of warranty.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, lost control of the call, and allowed it to end without direction or closure.
C2 Not Met Confirmed understanding conf 95%
Agent mispronounced customer's name repeatedly and used a detached, scripted tone without adapting to customer’s urgency or confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — shifted focus to warranty and paid support rather than attempting resolution.
O2 Not Met Proactive follow-through conf 97%
No next steps, timeline, or follow-up plan was provided; customer was left with no path forward.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent failed to escalate despite unresolved hardware-like symptoms (nodes offline, LED anomalies) after no troubleshooting was done.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was executed in the transcript.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent offered one empathetic phrase — 'I'm sorry to hear about that sir' — but provided no further emotional acknowledgment.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pacing to match customer’s stress; communication remained rigid and disengaged.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number; agent added friction by introducing paid support instead of simplifying access to free fixes.
Call Transcript16 turns · 16 lines
Speaker 1
[silence] [silence] Don't like the help that I wanted to. Can we buy passive content? Trying to help our father get your Linqs is uh Wi-Fi um set up, whatever it is. He's got an MX 4200.
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 product, 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. Thank you for calling the Linksys. This is Ike. How can I help you? [silence]
00:00
Speaker 1
And we're just trying to get it set up because it fell offline. And we cannot log in. He doesn't have the login information. He can't figure it out. So, I don't know what we're calling you as a last resort. If I can see it, absolutely. Serial number 380-2QEM19640.
01:00
Speaker 2
I see. All right, I'm sorry to hear about that sir. Can I have the serial number of your Linksys product? Let me verify again. The serial number is 38U-2M19C00460.
01:00
Speaker 1
that's what it looks like to me
02:00
Speaker 2
All right. So, the model number is MX4200, and you have a total of three units? All right. I'll create, I'll create a record for you, sir. May I have your name.
02:00
Speaker 1
Yes. It would be under Ralph Hewitt. R-A-P-H Hewitt. H-E-W-I-T-T. R-A-L-P-H. Sorry. Yeah. H-E-W-I-T-T. Yeah.
03:00
Speaker 2
Hello, sir. May I have your name? Can you spell your name phonetically? Ralph and then your last name h ye, Ur. Rolf. Lewick. [silence] So it's, years. [silence]
03:00
Speaker 1
H E W I T T. Ralph C Hewitt at gmail dot com, yes. Xfinity.
04:00
Speaker 2
For Tom's house, H-E-W-I-T-T. All right. Thank you. Rolf, your email address? Rolf C Witt @ Gmail.com. All right, thank you, Rolf. I may know who's your internet service provider. And you said the notes are . . . disconnected, or . . .
04:00
Speaker 1
Yes. They were plugged into a switch that it looks like it took an electrical hit. So, a new switch got put in and now the nodes are no- can't be seen. Trying to read them. Well, they were all reading red a second ago. We've been trying to reset them. One of them right now is- is like purple, solid purple. I don't know what that means. Yeah, we tried. Um, red. [silence]
05:00
Speaker 2
[silence] So all three nodes, all three nodes have lost their connection. Okay. Solid purple means, uh you have reset that node. And, yeah, and it's ready to be set up. Uh what about the other two?
05:00
Speaker 1
Yes, it is now. Okay. So that means you're not gonna help me, right?
06:00
Speaker 2
the one that shows a solid purple, is it the parent node, the one that's connected to your modem? All right. Okay. Um, Ralph, uh, before we proceed on troubleshooting your nodes, I have to update you first on your Linksys, uh, router warranty status because upon checking, uro systems, our record indicates that your router model MX4200 is already out of warranty.
06:00
Speaker 1
All right. Nope. That's all right. I'll- Goodbye.
07:00
Speaker 2
free uh technical support if you want me to walk you through the steps uh there is a paid
07:00