V2 Rubric Detail — ee625206-5fa4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 23:35
Duration
40m 34s
Contact
Mary Corliss
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Albert Dominic Roa
HappyFox Case
#RR00013214
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 (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical guidance — instructed invalid 'five-press' reset method on MR20EC model and falsely described non-existent pink/purple factory reset LED state, constituting a critical technical inaccuracy.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical1.25/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-56.0)

V2 Grader Summary

The customer's Wi-Fi was restored after a manual setup, resulting in a successful resolution. However, the agent committed critical technical inaccuracies by prescribing an invalid reset method and fabricating LED behavior, while skipping fundamental diagnostics. Despite ownership and completion, the interaction contains a material technical error that triggers auto-zero under the rubric.

V1 Case Analysis

Customer (MR20EC, out of warranty) paid $15 for support. Performed reset (incorrect 5-press method mentioned), completed setup via app. Router now solid blue and Wi-Fi functional on multiple devices.

Troubleshooting Steps
  • Confirmed model MR20EC and out-of-warranty status
  • Processed $15 paid-support payment
  • Instructed manual reset (incorrectly described as 5-press method)
  • Guided customer through Linksys app setup to configure Wi-Fi
Key Observations
  • Agent incorrectly instructed a 5-press reset method, which is only valid for Cognitive Mesh devices (e.g., MX6200, MBE7000), not MR20EC (Velop/Intelligent Mesh).
  • LED color was consistently referred to as 'pink' (e.g., [17:00], [38:00]), but correct term for MR20EC during setup is solid purple.
  • Long silences and filler speech between [22:00–25:00] disrupted call flow and reduced efficiency.
  • Serial number was not collected despite being relevant for warranty validation and case documentation.
  • Customer successfully connected multiple devices and confirmed internet access, validating resolution.
Positive Highlights
  • Correctly identified root cause: router reset to factory defaults after power outage, requiring re-setup.
  • Clearly explained paid-support terms, including non-refundable nature and session scope.
  • Successfully guided customer through app-based setup, resulting in solid blue LED and confirmed connectivity.
  • Provided post-resolution guidance on LED meanings and shared case number for future reference.
  • Maintained call control and delivered a functional outcome despite technical inaccuracies.
Agent Errors / Gaps
  • Incorrect reset procedure: instructed 5-press method on MR20EC, which is not supported; correct method is 10-second press of reset button.
  • Misidentified LED state: repeatedly called the solid purple setup light 'pink', contradicting Linksys KB.
  • Failed to collect serial number, a required field for warranty and case tracking.
  • Excessive silence and filler speech between [22:00–25:00] reduced call efficiency.
  • Did not confirm customer's phone number, a standard contact field.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms solid blue light and states 'we are up and running' with devices connected to Wi-Fi.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped basic troubleshooting: did not verify modem connection, WAN status, or ISP service; assumed factory reset without confirming symptoms; jumped to paid setup after minimal diagnostics.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified OOW status but immediately pivoted to paid service instead of offering free self-service options first; failed to provide best-effort troubleshooting before monetizing support.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent misdiagnosed the issue: customer never reported pink/purple light; MR20EC does not have such LED; no verification of WAN or ISP status; assumed reset occurred without evidence.
T2 Met Appropriate tools / resources used conf 93%
No remote tools were available or required; agent used phone guidance appropriately for a manual setup scenario.
T3 Not Met No misinformation conf 99%
Agent instructed 'five-press' reset on MR20EC, which is invalid (only applies to WHW/MX/MR with 5-press method); falsely claimed solid pink/purple indicates factory reset — MR series uses solid red for error, not pink.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent introduced themselves and maintained basic flow, but had long unexplained silences, poor timing on holds, and failed to manage expectations around payment processing.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but relied heavily on filler words ('um', 'kinda'), did not adapt to customer confusion, and gave incomplete explanations (e.g., no clarification on LED meanings).
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, processed payment, and completed setup without transferring or abandoning the customer.
O2 Met Proactive follow-through conf 94%
All steps were completed during the call; agent provided case number and closed with clear next steps if recontact needed.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted because the issue was resolved in-call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent was polite and used 'thank you' frequently but did not acknowledge customer frustration, repeated effort, or emotional state; remained transactional throughout.
X2 Partially Met Tone & rapport conf 81%
Maintained a consistent pace but did not adjust tone or style despite customer's fragmented speech and confusion; missed opportunities to check understanding.
X3 Partially Met Overall experience conf 88%
Avoided unnecessary repetition, but forced customer into a $15 paid session instead of first offering free instructions or self-service options, increasing financial effort.
Call Transcript45 turns · 54 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available, depending on your issue. 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.
00:00
Speaker 1
Yeah. Okay. That's a lot. That's what he was. That's how much he is. I think what he did was, he went and got some, to get with this. Okay. That's all we put in. That's all we built. I don't think it's any bad as we thought. $8,000 he gets $8,000. Thank you, Joe. [silence] Great. [silence] You just underwear. [silence] Did you have your other Can you tell me when the wage discovery ends Please take our final Yeah.
04:00
Speaker 2
[silence] calling links. My name is Princess. Is this your first time calling? If you have your first and last name to proceed, please. What's your last name, please? P-A-U-L-I-N-G. Thank you. And your current email? S-T-O-R-A-G-E M-E-L-I-K at yahoo.com. Okay. So there is Paula. Okay. And may I also confirm what is your current phone number? All right, thank you. May I know if you have one Linksys device or only multiple?
13:00
Speaker 1
No, just one link's is device. Yes, it is. I think these are zeros, not O's. 50u 10m 1b.c.0.1955. Oh, let's see. Sorry, hold on. I'm not seeing that on. I took a picture of the bottom of the router.
15:00
Speaker 2
More than that. Okay, may I have the serial number? The model number? No, you just have the model number.
15:00
Speaker 1
hold on, Okay, it is Model number MR20EC? it is Spectrum and I have spoken to them already and they told me to call you. it's like hot pink or magenta, I have not done that, they did not, my tech support when I was going through Spectrum this afternoon, they had me unplug several different things, but they never had me press the reset button, and we did have a storm on Monday, that where our internet and stuff was out, but my modem is, is, is working.
16:00
Speaker 2
to look for a model on the sticker label and, all right, who's your internet provider experiment? Okay. Okay? yeah, that's always the case though. Um what's the white color at the front of your links is right now? Did you ever press the reset button? Hmm.
16:00
Speaker 1
Yes ma'am it did, and it was out for several hours. So do you think if I hit reset it's going to help the router? Do I need to? Okay.
17:00
Speaker 2
Okay. Um, did the power went out when that happened? Okay. Okay. That could be one of the reason why the router went to factory reset. Because what happened to your router, it goes back to its original settings, which re-installation is needed. So, the device here, it shows it's already out of warranty. Um, we cannot provide free assistance anymore, but if you need assistance over the phone, you can avail the paid service of $15 as one-time and amount refundable support. No. The reason why I asked to, yeah, the reason why I asked if you have pressed the reset button because that's the result. Uh, it will show a solid pink or purple light.
17:00
Speaker 1
Okay. Okay. Okay. Well, I don't understand what that means. Not Instin. And I would need to talk to somebody to tell me how to do that. Is that what you're saying? Yes, ma'am, but it's been so long. I can't even tell you. I don't remember how that was even done. Okay. Okay.
18:00
Speaker 2
Solid pink or purple light means the router went back to its factory setting. It was reset. That means it needs to need to be installed again. Yeah, you need to set up the Linksys router from the start. You have to start all over again. I meant your Linksys router for example, when you first purchase your Linksys router, you have to install it, right? Yeah. Yeah. So, that is what what is the next step is that is what you're going to do because the Linksys router went back to its factory original settings. It's like when you first.
18:00
Speaker 1
All right. Where do I get those instructions, is my question. Hmm. Um, one second. Okay. If you don't mind, please. Sorry, it's gone back to factory, um default settings. So I has to be reinstalled. We're at a warranty. For them to continue helping me, they'll charge me $15 non-refundable to try to reinstall it. Oh, $15.
19:00
Speaker 2
first purchase it but you need to install it again. So yeah. Yeah so as I've mentioned earlier since the device is already out of warranty uh we can only provide free assistance over the phone but if you'd like to be assisted over the phone then you can pay $15 for a one-time and non-refundable support or if you don't like to pay you we can send the instructions to your email address for free.
19:00
Speaker 1
Yes ma'am, I'll pay the $15.00. I, uh, I yes, yes ma'am, I understand. Correct. I understand. Okay. All right. What Just wanna What we can get one of them all and then do it. Okay. But it might reset, Reggie. Okay. I mean, yeah, you want to try? Okay. Yes, ma'am. Okay. It's okay.
20:00
Speaker 2
Okay. So by proceeding with this, you agree to a one-time non refundable technical assistance. This is only good for [REDACTED_PAYMENT_DIGITS] minutes for us. So just in case if we are unable to resolve the issue or we determine that the product is defective, there's no refund or replacement. Okay? This service is only guiding you over the phone. Giving you over the phone, all right? And it does not include follow-up sessions. This is only one time for now. So to proceed with the installation, I will need to process the payment first. Okay? One moment, please.
20:00
Speaker 1
you're not talking $100 Reggie.
21:00
Speaker 2
It's all right, so please. How do you choose the first name? D O R D O R and your last name?
21:00
Speaker 1
5 27 28 1 3 6 024 24. okay. Okay. I want to make sure that is fitting the right slot. If it works, we'll be up and running tonight. Okay Thank you.
22:00
Speaker 2
ALL WISE ASCENSION. Okay, and the security code. Alright, what's the building's zip code? Alright, kinda, kinda, kinda, wait there. Alright, can I stand by? I'll just process the payment here, okay. I'll be right back. Thank you. [silence]
22:00
Speaker 1
So what that hot pink color means is that it went back to factory default settings. So you have to reset it up. No, it's more. It's going to be, probably about $300. Yeah, but I'll look that up to make sure I'm not speaking out of turn. Yeah. So how much was our deposit? Hey would you put our hats up. That's one less thing off the counter. I'll do that next. I'll do it. [silence] He's better. I do. But I mean the the ones you have are not high, yes. Okay. It's a blue. Yes, Ma'am. Yes, Yes Ma'am.
23:00
Speaker 2
Hello, Mary. All right. Thank you so much for staying on the line. Okay, um, you can actually check the receipt for the payment of $[REDACTED_PAYMENT_DIGITS] at your email later. Okay, so we'll start with your paid session now. All right? So I just want to check first, does your Linksys router still has like the cable that connects to the modem? Is it connected? Okay. All right. That's good. Okay. So what we're going to do is to do a manual setup. Uh, there's a reset um, button at the back of your Linksys router. And all you have to do is to press and hold that. Um, like it's going to [silence] be pressed, released, pressed, really, so it's gonna uh be pressing it for five times, but not too fast. Yeah, um, yeah, if you need uh um something to help you press it five times, that's okay. Yeah. Uh, it doesn't have a sound actually, so you just have to press and release, you do that. That is correct, yes.
26:00
Speaker 1
[silence] Okay. Um, it's blinking quite to. Well, it blinked blue once, but it's now it's still white, but it's [silence] blinking. [silence] Now there is no light. Uh, it blinked blue and now it's white again, blinking. [silence]
28:00
Speaker 2
Okay. So let's react to like posting white light. We just wait for a few minutes. Let me know if this will stop with a solid blue light Mhm. Okay. Mhm.
28:00
Speaker 1
And now I have a solid blue. I don't have a timer. [silence] It is. [silence]
29:00
Speaker 2
[silence]
29:00
Speaker 1
Okay, one second. Let's see, I can do this on my... okay, Okay, that's done. Yes, ma'am. There was a blue check by it. I would like for it to say Corliss home. No, ma'am, I don't. It's iPhone, Apple. Okay. I need to do that now. Okay. One second.
30:00
Speaker 2
All right. Does it say connected? Okay. Um, do you need to change your Wi-Fi name or are you okay with using the one that's on the Linksys router? Okay. Do you have a Linksys app on your phone or not yet? Okay. Um, is this an iPhone or an android? Okay. You can go to your Apple store and search for Linksys. Yes.
31:00
Speaker 1
does more white okay I do okay when yes I do okay
32:00
Speaker 2
chhhhhhhhhhhhhhhhh-linksys Convert this audio to text to text.
32:00
Speaker 1
All right. It says, connect the router to your modem or source of internet. Let and I don't have internet right now. Okay. Okay. Okay. Okay. And it says, plug additional nodes into power near router. I guess I've done all that. That's that's all right. It's not disconnected, so I'll say next. Uh Node light is not is Node light is solid. Is it? It is. Is that the blue light on front, ma'am?
33:00
Speaker 2
okay yeah so tap top it's connected at the bottom you have internet actually you're already connected so just have the option below is connected so can proceed to the next page mm-hmm yes that's proceed with the next mm-hmm your option below
33:00
Speaker 1
Yeah, okay. Okay. All right, pick something Nimrod's. All right, so I'm now. Um, okay and I do have a password I'll put it in here. Reg, can you help?
34:00
Speaker 2
Yeah, just tap the option below to proceed. Okay, it lets you make your own Wi-Fi name and Wi-Fi pass codes.
34:00
Speaker 1
Okay, I'm at the point where it says that's linking to your account. Thank you so much for your help. All right, it's saying it's configuring your Wi-Fi.
35:00
Speaker 2
O.K. you're welcome O.K.
35:00
Speaker 1
All right, now let's connect your new Wi-Fi. Okay. All right. All right, hold on. Okay. okay. It's actually got a check by Cora's home already. okay. All right, I will.
36:00
Speaker 2
Can't go to your Wi-Fi settings, just go to the settings of your phone, go to Wi-Fi, then click the Wi-Fi name that you just entered earlier. Okay, now you try other, other device that you have to connect to that Wi-Fi if it's also connecting.
36:00
Speaker 1
Hey, that's one device. I've got my computer connected also. Yes, I'm gonna check my printer real quick. Let's see. I just need to print something real quick. If this printer
37:00
Speaker 2
Okay, and, can you check if other devices will connect to? [silence]
37:00
Speaker 1
[silence] Yes, ma'am. I think we are up and running. [silence] I'm sorry. Could you repeat that? [silence]
38:00
Speaker 2
All right, there you go. Okay, so if all devices are now connected to the Wi-Fi, it means your connection is restored. As long as the link to this router shows solid blue, it means it has internet connection and your Wi-Fi is working. If it shows solid red light, that means there's no internet connection, and if it's pink, that means it went back to its default settings.
38:00
Speaker 1
So right now, I'm looking at the router is solid blue. Okay. Okay. Okay. Okay, I understand what you're telling me. Okay. I will thank you so much. Am I ready to check the case number? Yes, ma'am. I guess. Oh, oh, oh, yes, ma'am. Yes, ma'am. Thank you.
39:00
Speaker 2
It's okay. Yeah. Uh, yeah. So, uh, if it's a blue blinking light that means there's an Internet and you have your Wi-Fi working. And if that is a red light, it means there's no Internet connection. And if that is pink, that means it went back to its original settings. Mm-hm. Mm-hm. Mm-hm. Mm-hm. Yeah. Uh, I think we're all good, Sarah. Uh, please take out of this case number, just in case you need to call us back. Okay. Uh, ma'am, if you're ready to take, uh, the case number. Uh, you can, uh, write it down. Let me know if you're ready. Okay. So, the case number,
39:00
Speaker 1
All right, one second. One, three, two. Four, four. Okay. I will. Thank you so much. All right. All right. Thank you. Bye bye.
40:00
Speaker 2
This is one three two one for four. Right, so just give us this case number if you will call us back. Okay? Right, you're welcome. Thank you so much for your time and for calling by the way, have a great night. Bye bye.
40:00