V2 Rubric Detail — ea54d8aa-7705-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 17:37
Duration
30m 26s
Contact
Michael Julius
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135822
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments, 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

Resolution5.00/5
Technical4.38/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall85.0% (+63.0)

V2 Grader Summary

The agent successfully diagnosed a defective main node and guided the customer to repurpose an extender as the new main node. Technical accuracy was high, correctly applying factory reset and 5-press pairing procedures from the KB to restore internet connectivity. The customer confirmed the system was working before the call ended, meeting resolution criteria. Best-effort support was provided despite OOW status, with clear next steps communicated via email.

V1 Case Analysis

Customer reports no internet; one node solid blue (not broadcasting), one blinking red. Agent misdiagnosed hardware fault, advised incorrect 5-press reset on likely SPNM model, collected payment insecurely, and promised email instructions without confirming fix. Issue unresolved.

Troubleshooting Steps
  • Asked about LED status of both nodes.
  • Incorrectly diagnosed solid-blue node as defective hardware.
  • Advised swapping main and extender roles.
  • Instructed 5-press reset on blinking red node.
  • Collected payment for $15 paid support.
  • Promised to email setup instructions.
Key Observations
  • Agent misinterpreted LED behavior: solid blue does not indicate defective hardware; per KB, it indicates factory default or setup-ready state.
  • Agent incorrectly applied 5-press reset method to a likely SPNM60/62 model, which uses the Pair button method — critical accuracy failure per universal_5press_models.md.
  • Agent collected full credit card details (number, expiration, CVV) over unsecured call — PCI compliance violation.
  • No basic WAN troubleshooting (e.g., modem power cycle, cable check) was performed.
  • Customer repeatedly expressed confusion, but agent did not adjust pace or clarify instructions.
Positive Highlights
  • Agent identified device was out of warranty and appropriately offered paid support option.
  • Agent attempted to provide follow-up via email with instructions.
Agent Errors / Gaps
  • Misdiagnosed solid blue LED as hardware defect; KB states solid blue means factory default or setup-ready, not defective.
  • Advised 5-press reset on a model that does not support it (SPNM/Cognitive Mesh uses Pair button); documented inaccuracy per universal_5press_models.md.
  • Collected full credit card number, expiration, and CVV over unsecured call without pausing recording or using secure payment system — PCI compliance violation.
  • Failed to verify product model before giving model-specific instructions.
  • Did not perform basic troubleshooting (e.g., power cycle modem, check cables, verify ISP status).
  • Did not confirm resolution; customer never verified internet access.
  • Gave contradictory instructions about which node to unplug and replace.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed internet was working by end of call: 'your internet now is working' and successful Wi-Fi connection to extender-as-main-node.
R2 Met Diagnostic thoroughness conf 95%
Agent systematically checked LED status, Wi-Fi broadcast, instructed reset, verified replacement node behavior, and confirmed internet access — logical progression aligned with KB diagnostics.
R3 Met Correct resolution path conf 96%
Agent correctly identified OOW status (2017 device, 3-year warranty expired) but provided best-effort troubleshooting (reset, node repurposing), offered free email instructions, and only introduced paid support as optional follow-up — consistent with OOW standard.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified key symptoms (no internet, solid blue on main node, blinking red on secondary), asked about power adapter and cable, diagnosed non-responsive node as defective, and directed replacement — root cause logically inferred.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent did not use remote tools or admin dashboard, but call context shows customer lacked technical access; troubleshooting via LED and reset is appropriate for hardware-failure scenario in OOW context.
T3 Met No misinformation conf 93%
Agent correctly described reset procedure (hold until light goes off), LED meanings (solid blue = ready for setup, blinking red = error), and the 5-press method for setup mode, all consistent with universal_factory_reset.md and universal_5press_models.md.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained control but failed to set initial expectations; transitions were abrupt (e.g., sudden shift to payment), though they eventually re-centered on resolution.
C2 Partially Met Confirmed understanding conf 87%
Agent used some technical terms (e.g., 'main node', 'extender') but adapted by repeating instructions and confirming actions; did not fully pace with customer’s confusion but improved over time.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, avoided transfer, continued assistance despite OOW status, facilitated hardware swap, and committed to email follow-up — demonstrated full ownership.
O2 Met Proactive follow-through conf 93%
Agent clearly stated email with instructions would be sent within 5 minutes post-call, specified next steps (logging in to change SSID/password), and confirmed internet was working before closing.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
No escalation was warranted — issue was resolvable at L1 through node replacement and reset; agent applied correct judgment by not escalating.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent acknowledged customer stress ('you've had a lot going on') and apologized for confusion; tone was mostly professional despite fast pace, and closed with empathy.
X2 Partially Met Tone & rapport conf 88%
Agent adjusted slightly by repeating steps and allowing pauses, though initial pace was fast; eventually matched customer’s need for slower guidance during reset.
X3 Partially Met Overall experience conf 86%
Customer repeated some info (email), but agent prevented full repetition of serial; guided customer through complex hardware swap efficiently given context.
Call Transcript52 turns · 55 lines
Speaker 1
Hi, my name is Jules Michael Julius. I'm calling because my router won't connect to the internet.
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, Page for paid support. 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 Linksys. This is May. How can I help you? Got it. Can I have the serial number of that router please? [silence] Got it. Can I have the serial number of that router please? Thank you.
00:00
Speaker 1
I'm sorry. My mom, come here. Hold on for one second. They said the serial number is underneath the router. That's why I see it on the very bottom. Oh! Oh, it's inside. Oh shit! I don't know how I'm gonna excuse. little reason. Hold on one second.
01:00
Speaker 2
It's on the sticker underneath.
01:00
Speaker 1
The serial number is 20J. 1010- C6C46- 1746- 054. [time: 46]
02:00
Speaker 2
Mm-hmm. That's two zero, jay project, one zero, Charlie, 617-460-5439. Is that right? [silence]
02:00
Speaker 1
um. how many, how many routers? um, two. two. I have two routers. I took the, the third when which I use, usually. when you use two, it usually turns it's a blue light. it's blue. hello, it should have been green. hello, hi, what colors it usually you? sure. um, we, uh, we, we can't get internet. at all. you
03:00
Speaker 2
Okay. Okay. Thank you. This is all I needed. And you have there a total of how many links this device? How many towers? Uh-huh. Okay. And you're calling, it's because you don't have internet. What's the light status of the main node that is wired directly to the modem? Uh, that means internet is working if it has a solid blue light. Are you just having problem with the extender or including the main one? Yes. Hi. Yes. Solid blue when it's working. Uh-huh.
03:00
Speaker 1
Call. And we just spoke with Armstrong and they said to call you. Now my second one is red. It's blinking red. Can I see it? What? What? What? No, we weren't able. We, we, we, I turned the TV on turn the TV back on. We couldn't find where it said connect to wireless. We could not find our, we couldn't find our router to connect. I don't know about that. At least you said use the phone. Hold on. All right, hold on. It says Wi-Fi not connected. that's
04:00
Speaker 2
Mm-hmm. Can you still see your Wi-Fi broadcasting? Check check your Wi-Fi list if your original Wi-Fi is still broadcasting. Because uh, our node sometimes shows a solid blue light, but it's not working at all. Like it will not broadcast Wi-Fi. So check your Wi-Fi list if you can see your Wi-Fi broadcasting, even though there's no internet. [silence] Uh, just use your phone. Use your phone to check the Wi-Fi.
04:00
Speaker 1
searching networks No, it's not giving me anything. Okay, I'm holding it in and it's not flashing. It's just blue.
05:00
Speaker 2
okay, so no Wi-Fi at all try to press and hold the reset button on the main node and tell me if on top of it it flashed it should flash when the reset button is being um press try to press and hold it okay now try to switch it off and on.
05:00
Speaker 1
Okay. Still blue? No, it's steady blue. Yes.
06:00
Speaker 2
and turn it on. Within 10 seconds, the LED of your node should flash. So when which turns on, observe the LED. If it will flash or it will just have a steady blue light. Okay, that only means that node that you have there has a hardware defect. I'm not sure what as to why it what's the cause of that. Sometimes it's due to like power outage or the there's something wrong that trash the router, why it's just staying solid blue. Is it still using its original power adapter that came with it?
06:00
Speaker 1
Okay. Yes. Well, just... Okay, stop, stop, stop, stop, stop, so I can comprehend this. Um, so you're telling me we still actually have Wi-Fi. The other one is red. The other one is completely red. So you're telling me we still have Wi-Fi that just my cord is bad? Yeah, and the and the one... and the one in the one in my living room is blinking red.
07:00
Speaker 2
Okay. So, the Wi-Fi name is not broadcasting anymore, even though the LED is solid blue, which it should mean that it's working. Right now, it's not even resetting. So that only means it's already defective. And you will still have Wi-Fi using the other one, since you have two nodes. The reason why the other one is blinking red, [silence] not the cord, but the main one that you're using, that node is already defective. It's just staying solid blue, but it's not working anymore. What I'm trying to say is, yeah, that's what I'm about to say. Uh, [silence]
07:00
Speaker 1
so just okay so completely unplug the one that's blinking red is that what you're saying to me [silence] Home, base is switching to Wi-Fi repeater mode. Okay.
08:00
Speaker 2
You will still have internet connection using the other one, since this original main node is already defective, you need to completely unplug that and replace it with your extender. So the extender will be your main node already. No more extender, since you will be using that as a main node. yes by the way just to let you know your Linksys node is actually already out of warranty it shows in our system it was first connected year 2017 and it has three years warranty which is already beyond the warranty period. I just help you with the main node to figure it out if it still uh if it will still work or not since it's already defective yeah my recommendation is for you to set up the the extender as the main node for assistance
08:00
Speaker 1
Okay, hold on. Can you, can you please stop? Um, okay. Cause I'm just getting confused here. Delete, that, uh, my five. Okay. So, I disconnected the extender. Okay? So now, should my regular one work or not? Or should I plug in the extender where, where the original is? Is that what you're telling me to do? I'm confused. I-I-I'm confused. Can you-I'm so sorry. I'm- but you're going really quick. [silence]
09:00
Speaker 2
I mean technical assistance for that one. Uh-huh. Which part you don't understand? Uh-huh. It's like this. It's like this. You need to completely remove the original main node since that's already defective. It's power adapter, the node itself. But just leave the Ethernet cord that is connected to the modem because you will use that one to connect the extender. So from now on, the extender will be
09:00
Speaker 1
and it's an overload here. I've had my pool pump break, my car battery. I've had a lot going on, within two days, we got a heat wave in Ohio and everything's going that shit crazy here. So, I have the I unplugged the one that was blinking red. in my hand. You want me to take the cord from the one that was blinking red and put it on the one that is blue. Is that what you're telling me? [silence] Oh. which one is that? which what what color is that? Because I already just unplugged the red one. So, you're telling me to plug the red one back in?
10:00
Speaker 2
the other way around. For you not to be confused, just unplug first the one that is already defective, the one that is saying solid blue. You need to transfer that one right beside the main node, the one that is blinking red. Did you already unplug the one that we checked earlier? [silence] that one.
10:00
Speaker 1
No. The blue, the blue one is still plugged in. You said unplug the defect, so I unplugged the red one. Okay. Okay. So unplug the whole thing. Unplug both, unplug both cords, correct? Am I unplugging? Yeah. Both, like from my router, the back of my router, too? Okay. Okay, I did that.
11:00
Speaker 2
Original main node. Yeah, that's also ... that's right. You need as well to unplug the one that is staying solid blue because you need to set it aside. Cause that's no longer working. And including its power adapter. The ethernet cable attached to it. Unplug it. Yes. And then the adapter. Set it aside. [silence] And the one that you unplug earlier.
11:00
Speaker 1
Um, um. Okay. Okay. So I'm plugging in the one that was red. I'm plugging into my modem, correct. And I'm putting the adapter in the wall. Okay. Now it turned on blue. [silence]
12:00
Speaker 2
Other ear, the one that's originally solid red on top, that was originally solid red. That's the one that you need to replace. That's the one that you need to plug in straight to the modem. Yeah, wired. Yeah, everything. Make sure the ethernet cable, make sure it's connected to the port near the reset button underneath your Linux. Is this still your active email? It's Craig.candle@me.com. This is your active.
12:00
Speaker 1
Uh, no. It's J M Julius, J-U-L-I-U-S 15 @gmail. Jules, J-U-L-E-S, Michael Julius, J-U-L-I-U-S. Yes, that's correct.
13:00
Speaker 2
email? what's your first name and last name? okay. right just to make sure i got your email correctly that's j for Jack L lius 15 at gmail.com. is that right? okay. Now for the rest of the instruction I can only send it via email. I already extended we're only allowed 10 minutes to handle out of warranty routers. Not unless if you will avail our paid connect option but that will cost you $15 for just one-time troubleshooting.
13:00
Speaker 1
We're going to look at the email. I didn't get the email. I'm confused. I'm confused. So, you can't help me finish setting it up? You have to send the steps to the email, correct?
14:00
Speaker 2
The email, that's for free. I will just indicate there clearly on what you need to do next, okay? Since I already assisted you with the main and... Uh, not yet, because I need to create a ticket here first and I I can then send to you after the email. this wait for 5 minutes max once this call will end, I will send it to your email. JP, this julius15@ gmail.com. Y. Yes, supposedly, I should not uh support you since your device is already out of warranty. But I just help you. just to make sure if the main node that you have originally will still work or not. And it turns out it's already defective. Now, for the rest of the instructions.
14:00
Speaker 1
so what was the fifteen dollars for? you already told me my ma name. so we could either we can either we can either read it on email and try to do it like that or you we could pay you 15 bucks and you can do it correct? take the 15 from the Oh well you know what we'll just give you the $15 so this way okay? um hold on let me get my um well
15:00
Speaker 2
And I'll just send it via email. That's for the charge. If you want to be assisted, even though your device is out of warranty, I can still help you right now. If ever you will gonna avail our paid connect option, our paid service. But that's $15 charge for just one time troubleshooting. Exactly. Yes. If ever, um, following the email instruction, you're having difficulty doing that, then you can proceed with the $15. All right.
15:00
Speaker 1
He'll give you the... I'm assuming you need the billing. Go ahead. Hold on. Okay, I'll let him. Yes.
16:00
Speaker 2
Yeah. Sure. I'm also still opening my tools here, so take your time. Okay, one second. Your internet service provider was Armstrong, right? I mean, it's Armstrong.
16:00
Speaker 1
[_male:]_] Want me to read it? [_female:]_] Yeah. [_male:]_] I'm just driving. [_female:_] Yeah. Yeah. It's it's Jules M. Julius. [_male:_] Yeah, okay. uh_ [_female:_] [REDACTED_CARD_NUMBER]. Expiration [REDACTED_PAYMENT_DIGITS][_male:_] The three digit is uh. [_female:_] It's getting more off. Is that [REDACTED_PAYMENT_DIGITS][_male:_] [REDACTED_PAYMENT_DIGITS] yep. [_female:_] uh_ closing date. [REDACTED_PAYMENT_DIGITS]
17:00
Speaker 2
one moment. The name that appears in your cart, is it the same name on your ticket here? Michael Julius. Okay. All right. I will pause the recording for the meantime to make sure that we don't take record of your credit card info. Once we're done, we'll just resume the call recording. One second. Okay. I need your card number. Uh-huh. Uh-huh. Uh-huh. Uh-huh. And the security code. okay, and how about the zip code? [ laughter ] Okay. Yeah, just because it will confuse you if that's still plug in, you can set it aside. I'll send you copy of the receipt on your email, still the one that you provided. Scan. Yeah We used to hit I am located here in the Philippines Like we're living on [silence] And yeah Like we can sleep Huh I [silence] See Um I'm having my dinner here Placing the
17:00
Speaker 1
expiration yeah it is oh I it's [REDACTED_PAYMENT_DIGITS] I think I might have said [REDACTED_PAYMENT_DIGITS] I I can't see it's called getting all I can't see my son yeah my son usually does the I had to get the magnifying glass because I never seen the serial number inside of there I and that's the first place I looked but I never seen it I was looking on the like the very bottom but it was on the side okay oh they're asking if this is a fraud charge hold on yeah it's a visa yeah yeah but we have it we have it we have it on on lockdown okay we I just told him oh was this hold on [silence]
20:00
Speaker 2
this one, um, it shows here there's a a mistake with the expiry. Can you say again the expiration date please? Yeah. Oh, okay. Okay. Uh-huh. Uh huh. Oh. Oh, is that a visa card? I see. It. one. uh, way perfect. So, yeah, you can now what's the light indicator of the child node blinking or something red? Okay, so you can press the reset button there, press in, hold it until the light goes off, Let let go after. uh, no, keep holding the reset button, only let go when the light on top goes off. Keep holding. Transcribe this audio from the right channel.
20:00
Speaker 1
Alright. Yeah, there's no color at all. I'm holding it in. Oh now it's blue. Oh, it's blue. Okay, now it's blue. Okay. Okay. Okay, so then we should be able to connect into our Wi-Fi. Oh, I thought we were looking for, well, it was blinking red, and I held it in and now it's blue. So, is it supposed to change color again?
23:00
Speaker 2
when is it already. okay, let's go now. good. so let go. that means it's already reset. uh we're waiting for a steady red light. we're waiting for a steady red light to show up. uh huh. uh huh. yeah, um actually steady purple or pink which means it's already set up. i mean it's already ready to be set up. [silence]
23:00
Speaker 1
00:02:43:674,00:05:674 No, it's blue, it's still blue.
24:00
Speaker 2
[silence] five times within five seconds. Press release, press release, press release five times. Uh huh. Yeah, it's on setup mode now. Within three minutes the light will change to solid blue on top. While we're waiting, um you can check your phone. Go to Wi-Fi settings again. [silence]
25:00
Speaker 1
um... you're slowing down it's that is like a word Lincoln it's studding it's Lucas Watson Lincoln that is it's studding it's Lucas Watson Lincoln it's green it's green it's it's a it's um it's um it's um hey the password is underneath the Sika underneath the rabbit huh Oh I I'm I'm confused Oh so the Wi-Fi password is
26:00
Speaker 2
Good. Now just connect to your new Wi-Fi. From now on it's velloped set up. And the password is on the sticker underneath your Linksys. So just connect to your new Wi-Fi. From now on, it developed setup and the password is on the sticker underneath your LinkSys. Yeah, on the sticker of the new main note. The Wi-Fi password is there.
26:00
Speaker 1
on. It's right next to that serial number, correct? Okay, I don't know where I put my. Okay, so hold on because I don't know. All right. Okay, so Jules, I'll give it to you and you type it in. Okay? Yeah. Hold on. And then we create our own password from that. Okay. You ready? Yes. That's out of Wi-Fi. I don't think I can see it. password. B G, they're all lower case. Okay. K R. K R. J F S.
27:00
Speaker 2
Mm-hmm. Yes, and just look for Evolve setup wifi name.
27:00
Speaker 1
J U X. Okay. We're on. Hold on. I'm not sure. Well, mine works without the internet. Like, I'm always on 5G. So, I don't know.
28:00
Speaker 2
[silence] Okay. Can you search online? Is it working? [silence] Try to visit any websites to see if it will go through or not.
28:00
Speaker 1
Yeah, I don't know how to do that. Yeah, I can't tell. So, should I? It says one of, um, no, it's a steady green. How do we change that? Yeah, how do you change that? Because I need to. Yeah.
29:00
Speaker 2
Make sure data is not turned on, only Wi-Fi. But your, your Linksys now, is it steady blue? Your Linksys... perfect. Study green or blue that means it's already working online. So for the rest of your devices for you to have internet. Just look for that Velop setup name and the password is always the one on the sticker underneath the node. Okay. After that one do you have a computer? I see. Um, I will be... If I spend more time I will be call out [silence]
29:00
Speaker 1
Okay. Thank you. Okay. Thank you. All right. You have a very blessed day. Thank you. Thank you. Thank you. Bye.
30:00
Speaker 2
Already. How about this? I'll just send it via email. Um, you just actually need to log in to the router settings to change the Wi-Fi, name, and password. But your internet now is working. All right. You're well? Likewise. You take care of both of you there. Bye bye, for now.
30:00