V2 Rubric Detail — ec684310-6c2f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 22:40
Duration
10m 39s
Contact
Toby Martinez
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134142
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Lost Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B) — agent avoided performing any troubleshooting despite the issue being resolvable through standard best-effort steps (e.g., power cycle, 5-press, setup via 192.168.1.1), and instead immediately directed the customer to self-service or paid support due to out-of-warranty status.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-58.0)

V2 Grader Summary

The agent correctly identified the solid purple LED as a factory reset but failed to perform any troubleshooting or offer actionable steps. Instead, the agent cited out-of-warranty status and directed the customer to self-service or paid support, abdicating ownership and increasing customer effort. No tools were used, no empathy shown, and the issue remained unresolved, constituting clear avoidance of assistance.

V1 Case Analysis

MX2000 main node solid purple, child nodes solid red after outage. Out of warranty. Agent confirmed device details but did not provide step-by-step setup guidance. Offered paid support; customer declined and ended call.

Troubleshooting Steps
  • Collected model number (MX2000) and serial number.
  • Verified warranty status (out of warranty).
  • Confirmed customer has Wi-Fi password.
Key Observations
  • Agent correctly identified the solid purple LED as indicating a factory reset (timestamp [03:00]), showing good technical understanding.
  • Agent failed to guide the customer through the Intelligent Mesh setup process despite knowing the symptom and model (MX2000 is Intelligent Mesh).
  • Prematurely escalated to paid support without attempting or offering basic self-help steps beyond a generic website link.
  • Long silences and lack of structured guidance reduced call control and customer confidence.
  • Customer ended call without clear next steps, indicating unresolved frustration.
Positive Highlights
  • Correctly interpreted the solid purple LED as a factory reset condition (timestamp [03:00]).
  • Accurately collected model number (MX2000) and serial number (50D10M24C01498).
  • Correctly verified the device was out of warranty based on system lookup.
  • Confirmed the customer has the Wi-Fi password, a key prerequisite for setup.
  • Provided the correct support website URL (support.linksys.com).
Agent Errors / Gaps
  • Failed to instruct the customer to access http://192.168.1.1 to complete setup after identifying the solid purple LED (timestamp [07:00]).
  • Did not explain that red LEDs on child nodes indicate no internet, which can be resolved by first setting up the parent node.
  • Moved directly to paid support offer without first confirming if the customer could perform self-setup or needed further assistance.
  • Did not summarize or confirm understanding before ending the call, leaving the issue unresolved.
  • Missed opportunity to guide the customer through adding child nodes via 5-press method or app after parent setup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only self-service website and paid support without resolving the purple-light issue or guiding through a fix.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., power cycle, cable check, factory reset confirmation); only asked about power outage and model number.
R3 Not Met Correct resolution path conf 96%
Agent cited out-of-warranty status and immediately deferred to paid/self-service options without attempting best-effort troubleshooting (e.g., re-pairing nodes, checking WAN connection).
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Correctly identified solid purple LED as factory reset state and asked about power interruption, but did not investigate root cause (e.g., accidental reset, firmware crash, hardware fault).
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools (e.g., remote access, admin UI, logs) despite the issue being resolvable via local access (192.168.1.1) or guided reset steps.
T3 Met No misinformation conf 99%
Accurately stated that solid purple means factory reset and correctly conveyed warranty status; no technical inaccuracies in information provided.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent collected model/serial/email but did not set expectations, establish a plan, or maintain control—allowed call to end without resolution.
C2 Partially Met Confirmed understanding conf 86%
Used simple language but failed to confirm understanding or adapt to customer’s emotional state (e.g., frustration about sudden failure).
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Abdicated ownership by directing customer to website and paid service instead of guiding through available troubleshooting steps.
O2 Not Met Proactive follow-through conf 95%
Provided no specific next steps (e.g., 'reboot modem first', 'press 5 times', 'access 192.168.1.1')—only generic options.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted based on the issue or customer request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No acknowledgment of customer’s frustration or empathy expressed—remained transactional throughout.
X2 Not Met Tone & rapport conf 93%
Maintained a rigid, scripted tone; did not adjust pace or engagement level to customer’s emotional state.
X3 Not Met Overall experience conf 95%
Increased customer effort by requiring them to search articles or pay for support instead of resolving the issue directly.
Call Transcript19 turns · 19 lines
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.linksy.com Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
Yeah, I've never had problems with the Linksys. It has that purple light and has been down for
02:00
Speaker 2
Thank you for calling, [silence] This is . How can I help you?
02:00
Speaker 1
Like Maybe a couple hours. So I was wondering before get a professional to see if before I buy another one or, you know, did it, you know, Get a professional. Yeah. It just like I was watching the game and it just went poof like that. So I went and it turned purple. And so we tried to connect it, everything. We tried everything and nothing. So I got one. Yeah.
03:00
Speaker 2
Okay, so you lost your internet connection. Okay, did you experience any power interruption or power outage? Yeah, because it seems, yes, because you mentioned that the the light is purple, that just means the the router was reset to factory defaults. So, sir, can I have first the model number and the serial number of your Joom-S device?
03:00
Speaker 1
Uh, the name of it? Or, would the pass uh, let me see cause I'm looking the serial number you're saying? Let me get my glasses. Let me clear. Hold on. I'm sorry. Uhm serial number is uh, 50... D1. Oh, is it? 5-0-D-1-O-M-2-4-CO-1-4-9-8. That's the serial number.
04:00
Speaker 2
Yes, model number and serial number. Interesting, interesting. Okay, serial number is 50D like David, one zero m for Mary. Thank you.
04:00
Speaker 1
Yeah, five, uh, I'm sorry, five, uh, old as in, you know, October or out. Yeah, yeah, okay, cool. And then, uh, and then what else you needed? The model number? Um, MX-2000, yes. Oh, a long time. Um, yeah, like a long, long time. Maybe like maybe two, three, four or five years. Two, three. Uh, Toby Martinez. Yes. [silence]
05:00
Speaker 2
is that correct? [silence] Yes. Okay. Yes. [silence] So it shows here MX 2000. and is it MX 2000? [silence] Okay. and how long have you been using this device? Massive. [silence] Okay. Can I have your? e. [silence] Yes. Okay. and uh let me just create the record. so Can I have your name, please? Toby. TOBY, right?
05:00
Speaker 1
Monica Toby at Cox dot net. Yes, Cox. Yes. mm-hmm . Yeah. mm-hmm . Yeah, I checked. Yeah, I checked with my Cox. Um, they were checking everything, rebooted everything. And this is the first time that's ever happened. You know, power outage or whatever, little connection. Um, it starts right away. And, um, this is only my first time. And it lasted maybe about a minute and a half, and then reboot, boom, I'm back on again. mm-hmm . It finished everything fine. mm-hmm . They were checking through my, uh, um, my computer. Internet. Yeah. Okay. How's that sound? Yeah. That all sounds like a mating dog. I'll sound on my Cox. Um, Cox is really good. I've only been happy with Cox. Honestly, I'm so happy that, that it's Cox. I have been thinking about getting the, um, internet with my TV and they're giving you a pretty good, not discount, but a free, extra perks too. [silence] variety. So, um. For what you're, what I'm paying now. Yeah. Mm-hmm . Yeah, so, um. So, if you think so, if you, if you want me to do to it that way, um, I'll, if you think that I need to do it that way. Mm-hmm .
06:00
Speaker 2
And your email address. So your internet provider is Cox. OK, so let me verify that email. That's Monica, M-O-N-I-C-A, Toby, T-O-B-Y @cox.net. Right? OK. All right, sir. So did you check with Cox as well, your modem connection if you, if it's working? [silence]
06:00
Speaker 1
Yeah, this time it's like completely, all right. Yeah. And it's been. So I have, uh, hold one main one, right? So I got one, two, three, six, four. Four altogether. My one main one, you know, red. Yes, yes. And the main one is purple. Do you know the Wi-Fi password and all that router connection? My wife says it won't let us do anything. I don't know if.[silence]
07:00
Speaker 2
How many linked devices do you have? OK. OK, so the other nodes are red. They're all red. OK. All right. Do you still recall the wireless settings of your router, like your Wi-Fi name and Wi-Fi password?
07:00
Speaker 1
I have the password. Yeah. Yeah. Yeah. Yeah. Good.
08:00
Speaker 2
Okay, cuz it seems that there are a need for us to re re reconfig the settings. Here, sir Toby. So, um, let me just inform you by the way that uh based on our system, the warranty shows that your device is already uh out of warranty. Okay, it shows that it's out of warranty and it's no longer covered, sir, for fee technical support. Okay? However, we can give you two options for this. It's either you go to our website. This is for free, okay? support.Linksys.com. You can find articles there on how to set up the parent node. The parent node is the main node that's the one connected to your cox modem and add the child nodes manually. Okay? So, you can find that article there and you can also take advantage of our AI tool at the bottom with
08:00
Speaker 1
okay. Uh, it's 20 bucks for 60 minutes or you want how do you want to proceed. I'm telling my wife, $15 for a technical support. OK, um, yeah. I guess I'll just find you ones maybe because like I said, this never happened.
09:00
Speaker 2
right, so you can ask our AI agent how to do that. And that's the first option. And our second option is the paid Connect service, which will cost you $[REDACTED_PAYMENT_DIGITS] Okay, it's just a one-time payment. And this pay Connect service will last for [REDACTED_PAYMENT_DIGITS] minutes or an hour of troubleshooting. Okay. And this service also is non-refundable, sir. So, how would you like us to proceed? [REDACTED_PAYMENT_DIGITS] just
09:00
Speaker 1
My wife just said, you know. Okay. Yeah. Okay. All right. If I have any more questions, I'll call back. Okay. Yeah, thank you so much. You too, bye.
10:00
Speaker 2
I I understand. All right. No problem. Sir, you can actually try our website first, okay? That may, uh that might help you, right? That would be support.Linksys.com. All right. Okay. No worries, sir Toby. Thank you. Thank you again for calling Linksys. By the way, if ever you need to call us back, you just use your phone number. So we can pull up your record. So this is Epi again from Linksys. Yes, thank you for calling. You do have a great night, sir. Bye bye.
10:00