V2 Rubric Detail — ed880a3c-7972-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 19:43
Duration
46m 4s
Contact
Ashraf Kambere
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136059
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 (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall64.6% (+8.6)

V2 Grader Summary

The agent achieved a successful resolution by guiding a factory reset and Wi-Fi reconfiguration, with the customer confirming connectivity and password change. However, technical accuracy was materially compromised by incorrect LED descriptions ('solid purple hot pink') and garbled reset instructions that contradict the KB, and key diagnostic steps were skipped. Ownership was maintained with clear next steps, but communication and customer experience showed gaps in empathy, clarity, and effort reduction.

V1 Case Analysis

Customer reported two Linksys mesh nodes not connecting with red/blinking lights. Performed power-cycle (router first, then modem), factory reset (10–15s hold), and used Linksys app to change Wi-Fi password. Internet restored. Router identified as end-of-life. Video tutorial sent via email.

Troubleshooting Steps
  • Power-cycled router first, then modem; waited 30–60s.
  • Performed factory reset by holding reset button 10–15s until solid blue.
  • Guided customer to locate default Wi-Fi SSID/password on node label.
  • Instructed use of Linksys app to change Wi-Fi name and password.
Key Observations
  • Agent failed to confirm the exact model number despite customer attempting to provide it (transcript [21:00]); relied on generic 'Velop' identification.
  • Agent described non-standard LED colors (pink, purple, orange) not documented in Linksys KB; actual behavior should be solid red, blinking blue, or solid blue only.
  • Used garbled and confusing phrasing such as 'press release' repeatedly (transcript [32:00]), which likely confused the customer.
  • Correctly identified end-of-life status and offered self-help video instead of pushing paid support, which is appropriate for out-of-warranty handling.
Positive Highlights
  • Successfully guided the customer through a proper power-cycle sequence (router first, then modem).
  • Performed a correct factory reset procedure that resolved the issue.
  • Correctly instructed the customer to use the default Wi-Fi credentials on the label to reconnect after reset.
  • Successfully guided the customer to use the Linksys app to change the Wi-Fi password and confirmed internet connectivity.
  • Appropriately identified the device as end-of-life and offered a self-help video via email without pushing paid support.
Agent Errors / Gaps
  • Did not capture or confirm the exact product model number, violating protocol for accurate troubleshooting.
  • Provided inaccurate LED color descriptions (pink, purple, orange) not supported by any Linksys device; this contradicts KB documentation and risks customer confusion.
  • Used the phrase 'press release' multiple times instead of 'press and release' or 'release the button', creating a high risk of misinterpretation (transcript [32:00]).
  • Incorrectly stated to 'press and hold for 10 to 15 seconds, but make sure the light blink red' — the correct procedure is to hold until the light changes to solid blue, not blinking red (transcript [28:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms connectivity: 'so it is connected yes all right thank you' and successfully changed Wi-Fi password with agent guidance.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed power cycle and factory reset, but skipped key diagnostics like testing internet at the modem via Ethernet or confirming ISP status, which is required per escalation guide for red LED issues.
R3 Met Correct resolution path conf 90%
Agent correctly identified device as end-of-life and offered best-effort troubleshooting (reset + video guide), aligning with OOW expectations to assist despite lack of warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (red light) and guided reset, but did not ask about WAN type, PPPoE, or perform direct modem test—missing logical diagnostic steps outlined in escalation guide for unresolved internet issues.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent relied solely on verbal instructions without using available tools like firmware check or remote diagnostics; no evidence of checking model-specific behavior despite unclear LED states not matching documented patterns.
T3 Not Met No misinformation conf 95%
Agent stated 'solid purple is at solid purple hot pink' and gave garbled reset instruction: 'press release the reset button five within five seconds'—neither aligns with any known Linksys LED behavior or reset procedure in the KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but failed to frame the interaction, explain process, or summarize; long silences and disorganized transitions reduced clarity.
C2 Partially Met Confirmed understanding conf 75%
Instructions were mostly adapted, but confusing phrasing (e.g., 'press release... five times') and lack of comprehension checks during complex steps likely hindered understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through by sending a video tutorial via email as promised.
O2 Met Proactive follow-through conf 90%
Agent clearly stated: 'please wait three up to five minutes after this call for the email instruction'—specific timeline and action.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; customer did not reference previous contacts.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—the issue was resolved through L1 troubleshooting.
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 said 'you're welcome' but offered no acknowledgment of frustration, repeated effort, or emotional validation—minimal empathy shown, though remained polite.
X2 Partially Met Tone & rapport conf 75%
Agent continued at a steady pace but did not adjust for customer confusion during password recovery or LED description, missing tone-matching opportunities.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by sending a tutorial, but required customer to re-enter serial/model numbers already partially provided and repeat device access steps.
Call Transcript45 turns · 49 lines
Speaker 2
Welcome to LinkSys 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.LinkSys.com for more information about your product. [silence]
00:00
Speaker 1
Hey, my name is ashraf kamal. i'm calling to help me reconnect my uh links uh devices. It was. it was working before. Yes. it's it's my furnace. Yes. [silence]
17:00
Speaker 2
Hi, thank you for calling link services. This is Rini. I'm going to help you today. [silence] Is it working fine before or it's a newly bought? [silence] But is this your first time calling us for support? [silence] And are you calling
17:00
Speaker 1
yes please Ashraf Sandberg asshraff KM B E R E uh huh F for Frank yeah Ashraf yes yes please my call back number is 808
18:00
Speaker 2
[KEEP_UNCERTAIN] Okay, may I know your first name and last name please? So, calling from the United States. Okay, okay, let me just verify it using the net it says, okay, you're first name says A for Alpha L for Lima I for India F for Mike. So you're first name you name is A for Alpha H for Henry F for Mike A for Alpha T for Tom R for Robert A for Alpha. H for Henry for your last name says, okay it starts with K for Kill A for Alpha M for Mike F for for your callback number.
18:00
Speaker 1
Sure, sure, sure, sure, sure. Yep. So, my email is first name, last name. So, my first name is like, there's a deform letter in like, so for my first name there, is A as apple, S as Sam, H as home, I as India, R is Romeo. A as Apple F as Frank now, never last name @ Gmail.com yeah, yes can bear with you, hey, yes, yes, yes please. Yep. Yes. Yep.
19:00
Speaker 2
All right. So, that's ayraht.sistas@gmail.com. But your real name spells Asira, A-S-H-R-A. [silence] Except for your email. And how many links devices do you have, sir?
19:00
Speaker 1
So, I've had two links' devices. So, but once I get one connected, so I'll figure out the other one. Okay. Just give me a second. Let me give it to you. Just one sec. Uh, the serial number I said, right? Okay. So, the serial number is uh, 26 DM-39A00221. Yes, please. Uh-huh. Silence.
20:00
Speaker 2
Okay, you have two links as devices. Can we provide the serial number of the main router or the parent node? Yes. Okay, this is 2-6d for Delta. One-1m for Michael, 496003
20:00
Speaker 1
[DOWNWEIGHT] 396 I mean 39 39 A sorry there's no six it's 3 9 A A for alphaand then 00221 um oh how can i get okay the mode number is uh v as victor l as love e as excell s as in victor t as in victor uh victor L as love C as Peter I think this is zero I think it's zero one or yeah I think it's zero one uh or
21:00
Speaker 2
[silence] 398 for number, or A for alpha. And then zero zero three. What is the model number of this router? And who is your internet service provider?
21:00
Speaker 1
What? The the light is is red. So I've tried to restart like to unplug it, plug it back, restart it, like it's not working. Okay, so I'm gonna plug both like the wire and the modem. Okay. Okay. Okay. So one sec. Okay.
22:00
Speaker 2
And what is the light indicator of this device? What is the light? Light color on . And what have you done so far? Okay, this time, can we unplug the power adapter of this router? Then the modem. Yes. And let's wait for 30 seconds to 1 minute to plug the power back. And I will let you know which device to need to be plugged in first.
22:00
Speaker 1
Yeah, I haven't applied it. Yeah, I haven't applied it. Yes, boss. Yes. Okay. Here are the routers. Oh. So the plug plug. Uh what I'm saying? So plug like the uh the power or like the the cable for the like for the internet? The power. Okay. Okay. Yep. It's plugged in. Okay. All right. They are both plugged in.
23:00
Speaker 2
[silence] they're both unplugged. Okay, now plug the router first. The router from Lingkys. The power. Make sure the power adapter is now plugged in. Lingkys' router first. Then the modem. Then the modem's power adapter. So, let's just wait for both devices to fully
23:00
Speaker 1
Okay. [silence] So, the light... Yeah, the light is... is blue. It's blinking, like, kinda blinking is blue.
24:00
Speaker 2
Bud up. And what is the light indicator of the parent mode? [silence] Keep an observing it.
24:00
Speaker 1
Yeah, it is still blinking blue. Yes, So, the modem is okay, but now, now the light, now is the red again, OK.
25:00
Speaker 2
Yes. And it's still blinking blue. How about the modem? Is it fully powered up?
25:00
Speaker 1
uh, no, I, I like no, I just have my phone because my modem, like the one like the internet provider, it's working.
26:00
Speaker 2
And while waiting, do you have a computer or a laptop that has an Ethernet port which we can use to connect directly to the modem?
26:00
Speaker 1
Just red. It doesn't show anything. Okay.
27:00
Speaker 2
Okay. Now, I would like to set an expectation also regarding of the status of your router. Actually, it indicates in our system that this router is already end of life and end of support. So, I highly recommend that it's time for you to do an upgrade. But if the router is still working in your end and you want to check to verify if this router is still working, I can also send you our Wi-Fi fixed service guide. It's your guide to reset and reconfigure your Linqueleader mesh system. So, let me just send a.
27:00
Speaker 1
okay let me try to translate yeah talk sakari okay okay all right let me do it now
28:00
Speaker 2
in your end. It is actually a video tutorial. Try to reset your linksys router. Yeah, press and hold. Okay, let's just try to reset this one. Let me just guide you for a quick. Press and hold the reset button of the router for, let's just say, 10 to 15 seconds, but make sure the light blink red. Turn off and then turn to solid blue. And when it turn to solid blue, that's the time that you release the reset button. What is the light indicator of the router? Okay, ready?
28:00
Speaker 1
[silence] Now it's back to, it's like it's like pink pinkish. Well, it's like, the light is pink. Okay. Okay, now I have the orange now. Yes, it's blinking, yes. Okay.
31:00
Speaker 2
solid purple is at solid purple hot pink okay can't they press release the reset button five within five seconds press release press release press release press release press release outfit blinking so just keep observing it for three to five minutes.
32:00
Speaker 1
So right now, like the light is green. Okay. One second.
34:00
Speaker 2
Check if you have internet connection. Connect a device to the default name and password labeled on the bottom of that node.
34:00
Speaker 1
like look up for what hello hey what's the name because like so we since we started everything the name I don't need like it moved so I don't see the name which name should I look up okay okay so all right so entered like the password the password in like on a mortar on like on on a mortar service right okay thank you so much
35:00
Speaker 2
Very. Yeah. Your Wi-Fi name, sure it's underscorevelop setup on the bottom of the parents, node, you can, see, can see your Wi-Fi name and password there. Yeah. Yeah.
35:00
Speaker 1
okay so any problem with the satellite on my son I try to browse so just a second yes I'm yes I'm able to yes I'm able to access it thank you thank you so much
36:00
Speaker 2
Okay, so were you able to access the internet now? And for, would you like, go ahead. Okay, you're welcome sir, and would you like to change your wifi name and password to something more secure? Any password that is easy to remember, or something else?
36:00
Speaker 1
yes please i would like to do say yes i do have i do i do have the app so let me go to the app yes okay so one sec let me just one sec just give me a second okay so i'm here where it says like uh terms and conditions let me go back go back okay just give me a second
37:00
Speaker 2
to Wi-Fi password. Can you please download the Linksys app? Okay. Now log in to the Linksys app, but make sure your phone is, yeah, it's already connected because they're using one device. So log into your Linksys app. Yeah, agreed.
37:00
Speaker 1
So they are asking to enter their router password. So to enter like this on the password. OK. All right. Thank you so much. And thank you for your help. Yeah. OK. OK. OK.
38:00
Speaker 2
[KEEP_UNCERTAIN] speech,
38:00
Speaker 1
those incorrect passwords so it doesn't let me enter the password okay all right Let's try this. 73 to be.
39:00
Speaker 2
e-mail Klick reset or forgot password.
39:00
Speaker 1
Yes, I'm Tim. Three, go back.
40:00
Speaker 2
So, were you able to change your router password? Okay. Okay. Okay, so are you on the dashboard of the links dashboard? Okay, yeah. So you recovered your Wi-Fi name, so you need to reconnect. Okay, so go to the Wi-Fi settings first. Click the three lines in the upper left corner. The menu icon, yeah. And then, yeah, Wi-Fi settings to change to double-check or change your Wi-Fi name and Wi-Fi password. What is your Wi-Fi name? Okay.
40:00
Speaker 1
So it is restarting. Uh, so it is restarting my password. So, I have changed my password. Yeah, it's already saved. Yes. Already saved. Okay. Okay. [silence] They're just looking for it.
44:00
Speaker 2
Yeah, and then once you want to change your Wi-Fi name and password, click save. And then reconnect your phone to the new Wi-Fi name and password.
44:00
Speaker 1
so it is connected yes all right yes so okay okay all right thank you so much yes um let me wait for it yep okay thank you so much and have a good one okay okay yeah you too okay okay all right okay okay you too bye-bye
45:00
Speaker 2
okay. So since it's already connected Shere and you may now proceed to, um, set up the other node by yourself, right? So I'll just need to set up the but of course, I will send you our Wi-Fi fixed service guy. This is a video tutorial actually via email. Okay. Okay, you're welcome to Shire and have a great day also. Take care. So just please wait three up to five minutes after this call for the email instruction, but I just sent it to your email. So thank you so much and have a great day. Bye for now.
45:00