V2 Rubric Detail — ee89aa04-634b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 15:08
Duration
6m 2s
Contact
Austin Sullivan
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132584
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication0.00/5
Ownership1.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall35.1% (+15.1)

V2 Grader Summary

The agent correctly identified the deprecated app and recommended the 5-press or web-browser setup path, which aligns with current support guidance. However, the interaction failed due to lack of tool use, poor communication, and absence of clear next steps or empathy, leaving the customer unresolved and distressed. Despite valid technical direction, the lack of ownership and customer engagement resulted in an Ownership Gap.

V1 Case Analysis

Customer unable to add mesh routers via app; main unit LED solid red then flashing orange. Agent incorrectly stated app setup is no longer possible, failed to collect model/serial, and gave no actionable steps. Issue unresolved.

Troubleshooting Steps
  • Requested serial number and ISP information
  • Advised resetting main router and all child nodes
  • Suggested using the five-press pairing method
  • Recommended using a web browser for initial setup
Key Observations
  • Agent incorrectly claimed the Linksys app can no longer be used for setup [03:00], which contradicts current KB and product capabilities.
  • No product model was identified despite having the serial number, preventing accurate troubleshooting.
  • Instructions for five-press method and web setup were vague and not validated [04:00–05:00].
  • Agent failed to explain meaning of solid red or flashing orange LEDs, critical for diagnosing boot/firmware state.
  • Call ended with no clear next step, escalation, or follow-up plan despite customer confusion and abandonment cues.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Incorrectly stated that the Linksys app can no longer be used for setup, claiming 'Linksys Smart WiFi account is no longer available' [03:00]—this is factually false and materially misleading.
  • Failed to identify product model from serial number (20J20M35B18775), which is essential for accurate support.
  • Did not provide step-by-step instructions for five-press pairing or web-browser setup, leaving customer unable to act.
  • Did not explain LED status meanings (solid red = boot failure/firmware issue; flashing orange = setup mode or error state), missing key diagnostic opportunity.
  • Abandoned call without setting a follow-up, escalation, or even a self-help path after customer expressed being 'stuck' [04:00].
  • Failed to confirm whether reset was performed or if topology was correct (e.g., main router connected to modem).
  • Did not verify access to web UI or clarify local vs. cloud login confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed resolution; customer remained stuck with flashing orange light and expressed frustration.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the app setup failure and LED status, suggested resetting nodes and using 5-press method, but did not guide through execution or verify outcomes.
R3 Met Correct resolution path conf 90%
Agent correctly directed customer to use web browser or 5-press method after acknowledging the Linksys app is no longer supported for setup — appropriate path given product status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (not appearing in app) and observed LED change to flashing orange, asked about ISP and reset duration, but failed to confirm model number or systematically isolate root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools were used — no remote access, no request to check admin interface at 192.168.1.1 or myrouter.local, no log review — relied solely on verbal description.
T3 Partially Met No misinformation conf 85%
Correctly stated that the Linksys app can no longer be used for setup and that 5-press method applies to many models; however, did not verify if customer’s model uses Pair button instead, risking incorrect guidance.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent silences, lack of structure, no clear transitions or expectations set; agent lost control as customer became increasingly confused and distressed.
C2 Not Met Confirmed understanding conf 95%
Used technical terms like 'five press method' without confirming understanding; failed to adapt to customer’s clear confusion and frustration.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and attempted to provide a solution path but did not commit to follow-up or take ownership of resolving the ongoing issue.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timelines, or follow-up commitments were established; customer was left without direction.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Did not escalate, but the issue was within L1 scope — setup troubleshooting post-app deprecation — and agent pursued a valid resolution path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted at this stage.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No acknowledgment of customer’s frustration or repeated effort; remained procedural despite emotional distress expressed ('I want to go home').
X2 Not Met Tone & rapport conf 95%
Failed to adjust tone or pacing to match customer’s urgency and confusion; communication remained rigid and disconnected.
X3 Not Met Overall experience conf 95%
Customer had to repeat information (e.g., number of nodes), and agent imposed unnecessary effort by not providing clear, actionable steps.
Call Transcript12 turns · 12 lines
Speaker 1
Okay, Joel. Hey, I'm trying to get my Wi-Fi set up and it's not able to find it in the app. Okay,
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 1. Now, for out of warranty products, paid support please have your device's serial number and contact information ready. If un-available, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is Choi, how can I help you today? Is this your first time setting up your...
00:00
Speaker 1
Yeah, I've reset it on the back and everything like that and it never becomes uh it never shows up in the app. Yeah, I got a bunch of them here they're all mesh routers I got four of them. How do I know which one's the main one? Okay. Okay. Yeah. Uh 20 j 20 m 35 b 18 775. Yeah. Starlink. It's solid red. It's solid red.
01:00
Speaker 2
Yeah, I see. Um, can you give the serial number of your license device, please? Just the main one. Uh, the one that is connected to your modem with the ethernet cable. And who is your internet service provider? ATT. So what is the light of that one? Is it solid blue or teal?
01:00
Speaker 1
alright 10 seconds I have four. Yeah, not huh? Austin Sullivan S.U.L.L.I.V.A.N. yes saucy saucy source S.A.U.C.E. Sauce Sole SOUL. at gmail.com
02:00
Speaker 2
like you press and hold the reset button for how long? [silence] how many notes do you have in total? Sir, for this system? four notes. all right. [silence] will have your first and last name, please. your first and last name? Sullivan spelled as S-U. [silence] press the "Please" [silence] your email address. [silence]
02:00
Speaker 1
You need to do what? What method?
03:00
Speaker 2
Alright, so when you reset your main router, you also need to reset the other nodes and bring them right next to it, or at least 2ft to 3ft away from the main router, so that you could reconnect them. And also, we can no longer set up using the linksys app, so you need to set it up using a different method instead. We cannot set up the router anymore using the linksys app, because linksys smart wifi account is no longer available. So, but you can still log in using your linksys app using local access, but we cannot add or set up a device using the linksys app. So, you need to set it up using a different method instead.
03:00
Speaker 1
I'm not real sure what you're saying. Are you saying that this ain't gonna work? I need to do what now? Now my light, my light, my light is flashing orange. What does that mean? No. How do I make this go away? I don't know. [silence] I want to go home. Go home. [silence] Now I'm, now I'm stuck.
04:00
Speaker 2
like, um, five press method and by using the web interface, if you have a computer or a laptop. Um, that will still work, but you can no longer set it up using the Linksys app. You need to set it up using a web browser or the five press method in which you just have to press the reset button of your router five times to set it up. The five press method. [silence] Like did you press something? So for this router I should
04:00
Speaker 1
How do I make this work? You're unclear and untenelling me how to make this work. Okay. I have a phone in my hand that works just like a laptop. So I'm not sure what we're talking about here. Uh, y'all have an app. It tells me to set it up in the app. What where where are we not connecting here? [silence] You removed what?
05:00
Speaker 2
[silence]
05:00