V2 Rubric Detail — e9b9a3b8-7b37-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 01:45
Duration
16m 12s
Contact
Alex Dimick
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00136473
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: MX5300 - reinstallation required, changed primary node
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall27.7% (+5.7)

V2 Grader Summary

The agent failed to provide the requested factory reset procedure for the MX5300, contradicting the authoritative KB which requires a 10-20 second button hold. Instead, the agent provided ineffective app-based workarounds and failed to use the local admin page for diagnostics. The customer ended the call with the issue unresolved ('no internet connection').

V1 Case Analysis

Customer (Alex) requested a full factory reset of MX5300 and WHW03 mesh nodes due to configuration issues (multiple SSIDs, no internet). Agent did not follow the universal_factory_reset.md guide, provided app-based and phone-level steps that do not reset the mesh, and did not confirm reset success or connectivity. Issue unresolved; recommend proper factory reset via reset button and web setup.

Troubleshooting Steps
  • Asked for model and serial number.
  • Instructed customer to change Wi-Fi name/password via Linksys app.
  • Instructed customer to forget network on phone and toggle cellular data.
  • Instructed customer to uninstall and reinstall Linksys app.
Key Observations
  • Agent never referenced or followed the universal_factory_reset.md guide for Velop MX series.
  • No attempt to reset any node using the correct 10-15 second reset procedure (until solid purple).
  • Instructions were app-centric and did not address the core need for a factory reset of the mesh nodes.
  • Customer confirmed being on a 'no internet' network, but agent did not troubleshoot connectivity or guide through web setup.
  • Agent lost control of the call and ended without closure or next steps.
Positive Highlights
  • Agent acknowledged out-of-warranty status and offered free assistance.
  • Collected model number and serial number from the customer.
Agent Errors / Gaps
  • Failed to provide the correct factory reset procedure for MX5300 (press reset 10-15 seconds until solid purple) as per universal_factory_reset.md.
  • Did not verify that any node was reset or in setup mode (solid purple).
  • Gave irrelevant instructions (forget Wi-Fi on phone, toggle cellular data) that do not resolve mesh configuration issues.
  • Instructed app uninstall without diagnostic justification, which does not fix router-level problems.
  • Did not confirm internet connectivity or guide customer through web setup at http://192.168.1.1.
  • Failed to escalate or set a callback despite unresolved issue and out-of-warranty status.
  • Did not follow a logical troubleshooting flow; jumped between unrelated steps without addressing the core issue.
  • Did not set expectations for next steps or follow-up, leaving the call abandoned.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reports 'no internet connection' in the Linksys app at the end of the call; no confirmation of successful reset or network restoration.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent attempts to guide the customer through forgetting and reconnecting to Wi-Fi, and checks internet connectivity by asking to disable mobile data — basic but limited troubleshooting steps that partially advance the case.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledges device is out of warranty and correctly sets expectations about no hardware replacement, but proceeds to offer phone support — aligns with OOW best-effort standard, though deeper troubleshooting is lacking.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent fails to perform a logical diagnostic process. Despite the customer explicitly requesting a 'complete factory reset' of a mixed mesh (MX5300 and WHW03), the agent never asks for or interprets LED states to determine the current status of the nodes, nor does he diagnose the 'two different networks' symptom.
T2 Not Met Appropriate tools / resources used conf 90%
Agent relies solely on the customer’s verbal description and app interface without directing them to the admin page (http://192.168.1.1 or http://myrouter.local), which is the authoritative tool for configuration and diagnostics on MX5300 per the KB.
T3 Not Met No misinformation conf 100%
Agent fails to provide any factory reset instructions despite the customer's explicit request. Per universal_factory_reset.md, MX5300 requires holding the reset button for 10-20 seconds until the LED flashes red and turns off. The agent instead suggests changing the WiFi name in the app and reinstalling the app, which does not achieve a factory reset.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent frames intent to help and gives some direction, but long silences, repetition of questions, and disorganized flow indicate loss of call control at multiple points.
C2 Partially Met Confirmed understanding conf 75%
Agent uses simple language and confirms actions like forgetting network, but does not adapt to confusion about multiple networks or verify understanding of key steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent creates a case and stays on the call to attempt resolution, showing initial ownership, but does not commit to follow-up or take responsibility for full resolution.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timeline provided; agent ends with 'uninstall and reinstall app' without confirming if issue is resolved or what to do next.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none clearly warranted — issue was within scope of L1 support despite complexity.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent does not explicitly acknowledge frustration, but remains polite and continues helping despite confusion — shows baseline professionalism, though empathy is not personalized.
X2 Partially Met Tone & rapport conf 75%
Agent maintains pace and attempts to guide, but does not adjust approach when customer shows confusion about network names and app messages.
X3 Not Met Overall experience conf 90%
Customer repeats model, serial, and email multiple times due to agent not recording or referencing earlier input — adds unnecessary effort.
Call Transcript30 turns · 31 lines
Speaker 1
[silence] Hello?
00:00
Speaker 2
welcome to lynx support to ensure quality service your call may be monitored certain products will be supported while end of support products will have self-help options available please have your serial number ready and stay on the line for assistance while waiting you may also visit support dot lynx zone commercial for more information about your product [silence] can you hear me
00:00
Speaker 1
I could barely hear you. Hi, yes, I can hear you now. My name is Alex. I'm trying to reset my Wi-Fi network right now. Can you hear me? Alex? My last name is in Mc, N as in David. I, M as in Mary, I, C, K. Yes. My email is Alex.
01:00
Speaker 2
Hello, . hello, can you hear me now? alright, how can I help you, who is this? Your name again is? Alex. what's your last name, Alex? If this is a person calling us, Alex. Alright. Let me create a case, ticket for you, I would need your email address.
01:00
Speaker 1
and then 94 94 at yahoo.com. Just one, just one 94. Alex esempio 90. Uh, yes. Did you put my email address as example 94 at yahoo.com? Okay. Model number is M. Yeah, model number is MX53 00.
02:00
Speaker 2
nine four nine four at yahoo.com right? two nine fours all right Now tell me what is it about you One that to reset the router? Can you give me the model? okay I got it Alex Demick nine for all right tell me the serial model number of your router [silence] [silence] hello? Alex? can you model [silence] go ahead [silence] all right number three zero zero
02:00
Speaker 1
[silence] I I have a bunch. I have ones. So I have I have four. [silence] I have four of those and then and then I also have I have the WHW 0 3. Four four of those.
03:00
Speaker 2
You have how many? One or two? You have... How many of the MX? I'll just check your inventory, just so we make sure we give you the correct directions. You had one. This is a mesh network, so usually comes in pairs of three, two, and sometimes one. How many did you have? What do you have? One? You have four. All right. you wanted to reset the Wi-Fi com uh menu all right silence.
03:00
Speaker 1
serial number is 3-2-N-1-0-M-3-A-A-0-1-9-5-8 [silence] that's blue.
04:00
Speaker 2
Can you give me the serial number of your MX- 5300? This is the modern net, right? I need the modern net. the line, what is the color of the light on the modern node right now? hmm. Okay. And the rest of the
04:00
Speaker 1
some of them are blue. Some of them are red. Yeah, they're all. Yeah. Yeah. purely different. No, yes, they're all. So right now they're all blue, one a little bigger, more purple than blue.
05:00
Speaker 2
from other nodes? is it, are blue as well? can you bring all the MX5300 nearby? and also bring the WHW 3, but turn off the WHW 3. just the MX. turn off the RH later. for the mean time, let's work on the MX first.
05:00
Speaker 1
I, that's fine. I think I, yeah, so I had the original problem that I had was I had one, one,
06:00
Speaker 2
Okay. The internet service provider is. Spectrum. Exfinity. Cox. Midocongan. Cox. All right. Uh, just to set an expectation, Alex, your router is already out of warranty. The hardware replacement is not possible, but I will help you on the phone. There is no charge for that. That's for free. Okay. Would that be okay? I can help you on the phone. I can help you set it up. If there is something hardware, uh, click, I cannot replace. Okay. You want it to change the Wi-Fi, right? That's your objective. [silence] Mhm. Mhm. original. Mhm. [silence] Mhm. Mhm.
06:00
Speaker 1
And then I switched my mother code to the MX. The MX is more powerful, and that's just how I had it set up originally with the WHW. So I switched it over to the MX. Um, but then I was reconnecting everything, uh, back to the network, but then I guess like the setup, um, configuration, just like there's an error or something, and now I have like two different networks, and they're both giving me issues. I just wanna completely factory reset everything and make like a new one.
08:00
Speaker 2
and Salesforce[silence] All right. Mhm. [silence] I can take that one. [silence]
08:00
Speaker 1
the network name or.
09:00
Speaker 2
get the serial, I mean, network name of the mother node that is connected to the modem Wi-Fi name is underneath the router, the default. Alright. Would you mind if we do the reset again? One more time. Oh, this one? This is working, right? It's already a blue. It's already working. All right. Now, did you use the lynx says app? [silence]
09:00
Speaker 1
uh yes uh I have the links and Apple uh. uh huh I'm okay. Um well I create so the first the original Wi-Fi name was ZDemic WiFi and then while
10:00
Speaker 2
I'm not able to open the lens itself, alright. Go to the settings on the upper left side of the screen. Click the three bars, go to the Wi-Fi settings. Tell me what is the Wi-fi name? Is this the new Wi-fi name? Mm-hmm.
10:00
Speaker 1
Well, I was trying to fix the problem. Uh, I made a separate one, uh, that's the Mac, wise, too. And they have different passwords. Yeah. Yeah. I just want to use... Yeah. Yeah, turned all of them off. So, should I change the name back to the Mac wise and the original password? [silence]
11:00
Speaker 2
Do you want to use the Damake Wi-Fi? Do you want to use the originalDamake WiFi and overwrite this one? Go ahead. Replace it with Damake 1, the Damake Wi-Fi and the password as well. Go ahead. Did you turn off the WHW 3, right? Good. Correct. Do it for the 2.4 and the 5G as well. Go ahead.
11:00
Speaker 1
This is. So it's restarting. And then it said on my Samsung phone, it says allow, suggested Wi-Fi networks. Now I'm on a screen that says. Making Wi-Fi has no Internet connection.
12:00
Speaker 2
Status. configuring. You will you will be [silence]. Yes. All right. Go back to, uh, go back to.
12:00
Speaker 1
connected to dimming Wi-Fi. [silence] Which network? Uh yeah, that's what I'm on. [silence] Forget network. [silence] You want me to forget the network. Right? [silence] And now it's trying to re connect. [silence] It says uh connected via linksys. [silence]
13:00
Speaker 2
Open the settings on your phone and check where are you connected. What is the Wi-Fi name you are connected? Can you select forget this network, this network is connected. Can you select option forget the network? Select that option. You see it? Go ahead. And then wait few seconds, six seconds. Yes. Yes, correct. Right. Forget the network, wait for 6 seconds, try to reconnect.
13:00
Speaker 1
Speaker: Yes, so I'm connected to the McWi-fi and on my Samsung Galaxy phone it, underneath it says connected via linksys. Speaker: That is false. Speaker: [silence] Speaker: Um.
14:00
Speaker 2
Let me just ask, connected by Wi-Fi, then it's okay. It's okay. Now, can you turn off the cellular data on your phone? Just to make sure that you're not connecting via cellular. And then check if you have internet. I believe you have none.
14:00
Speaker 1
Yes. Yes. Blue, blue, blue, purple. So, when I bring up my, my Linksys app now, it says the screen says امي mic-Wi-Fi has no internet connection.
15:00
Speaker 2
all right you are you have connected internet okay so your data is off mobile data off you you're connected to diet Wi-Fi and you have internet correct that's good go back to uh tell me what is the status of the three other MXC 300 what are the colors of the lights purple now go back to the lenses app go back to the dashboard a can you uninstall the lenses app let's reinstall it
15:00