V2 Rubric Detail — f11ab392-65e6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 22:43
Duration
48m 21s
Contact
Jamal Abdul Jr
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133176
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Double NAT issue

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall55.9% (-0.1)

V2 Grader Summary

The agent achieved a successful resolution as confirmed by the customer, but committed critical technical errors: instructing use of a non-existent 'pair button' on the MX6200 and directing a 25-second reset (outside the 10–20 second guideline). These inaccuracies, combined with lack of empathy and unnecessary customer effort, result in Not Met for T3 and X3 despite final resolution.

V1 Case Analysis

Customer unable to set up MX6200 router; after multiple resets and guidance via the Linksys app, the router was configured and internet works on laptop. Customer's phone still has connection issues.

Troubleshooting Steps
  • Confirmed ISP (Spectrum) and modem status.
  • Instructed to connect router WAN port to modem.
  • Attempted to access admin page via myrouter.local and 192.168.1.1 (both returned Bad Gateway).
  • Guided customer through a factory reset using the reset button.
  • Completed router setup using the Linksys mobile app (SSID, password, guest network).
  • Verified internet connectivity on a laptop.
Key Observations
  • Agent provided multiple materially incorrect technical instructions, including wrong reset duration (25 seconds instead of 10–15 seconds), incorrect admin URL (myrouter.com instead of myrouter.local), and misidentification of the product as an Eero ([00:16:00], [00:22:00], [00:27:00]).
  • Repeatedly insisted on using a laptop despite the customer not having one initially, causing unnecessary friction and delays ([00:05:00], [00:19:00], [00:40:00]).
  • Used confusing and incorrect terminology such as 'Lynx', 'yellow port', and 'solid purple' LED state, which contradicts known device behavior ([00:05:00], [00:17:00], [00:28:00]).
  • Despite significant technical inaccuracies, the agent persisted and ultimately succeeded in guiding the customer to complete setup via the Linksys app, with internet confirmed on a laptop ([00:42:00]).
Positive Highlights
  • Collected serial number, email, and provided a ticket number (ALCTS00133176), supporting case management at [00:01:00], [00:03:00], [00:47:00].
  • Persisted through multiple failed attempts and eventually guided the customer to a successful factory reset and app-based setup at [00:27:00]–[00:38:00].
  • Confirmed internet connectivity on a laptop, validating a key outcome at [00:42:00].
  • Maintained a polite tone throughout the call despite customer confusion and technical setbacks.
Agent Errors / Gaps
  • Provided incorrect reset duration (25 seconds instead of 10–15 seconds) at [00:27:00].
  • Gave an incorrect admin URL (myrouter.com) and mis-spoke the correct URL multiple times at [00:22:00] and [00:23:00].
  • Misidentified the product as an Eero at [00:16:00], which is a competitor product and materially misleading.
  • Insisted on a laptop for verification despite the customer not having one, leading to wasted time and confusion at [00:05:00], [00:19:00], and [00:40:00].
  • Incorrect LED state explanations: claimed the router should turn 'solid purple' after reset at [00:28:00], which is not a valid state for MX6200; correct post-reset state is blinking blue then solid white.
  • Used non-standard term 'yellow port' for WAN port at [00:17:00], which is not labeled as such on the device and contradicts KB guidance.
  • Incorrectly stated that the Linksys app 'doesn't recognize the router' and that a laptop is required for proper setup at [00:40:00], which contradicts standard guidance for MX series routers.
  • Failed to correct or clarify URL when customer typed 'myrouter.layout.laid' at [00:23:00], indicating confusion was not resolved.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at 47:00: 'I'm all set up now. Yes, everything is okay now.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided through reset and setup steps but skipped key diagnostics like WAN IP verification and incorrectly instructed 25-second reset, indicating incomplete troubleshooting.
R3 Partially Met Correct resolution path conf 82%
Agent pursued setup path appropriately for MX6200 with Spectrum modem, but used incorrect procedures (pair button, 25-second reset), reducing effectiveness.
Technical Accuracy
T1 Partially Met Technically accurate info conf 84%
Agent identified setup failure and asked about modem but did not verify internet at modem or check WAN IP, missing root cause confirmation.
T2 Met Appropriate tools / resources used conf 78%
No external tools (e.g., remote session, logs) were needed; issue was resolvable via verbal guidance and customer actions.
T3 Not Met No misinformation conf 96%
Agent incorrectly told customer to press 'pair button' on MX6200 (uses 5-press method per KB) and to hold reset for 25 seconds (outside 10–20 sec guideline).
Communication
C1 Partially Met Clear & professional language conf 76%
Agent maintained flow but had multiple long silences, failed to set initial expectations, and lacked clear transitions.
C2 Partially Met Confirmed understanding conf 77%
Agent used incorrect product names ('Lynx', 'Eero') and did not adapt language or confirm understanding despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent stayed on the call, did not transfer, and followed through until customer confirmed resolution.
O2 Partially Met Proactive follow-through conf 81%
Agent provided a ticket number but did not specify follow-up steps, timelines, or next actions beyond that.
O3 Not Applicable Closure confirmation conf 98%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted; issue was resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred and none was warranted; issue was resolved in-band.
Customer Experience
X1 Not Met Customer effort minimised conf 88%
Agent never acknowledged customer frustration, repeated attempts, or expressed empathy; interaction remained transactional.
X2 Partially Met Tone & rapport conf 79%
Agent responded to inputs but failed to adjust tone or correct persistent misnaming ('Lynx', 'Eero'), contributing to confusion.
X3 Not Met Overall experience conf 86%
Customer had to perform multiple resets, use a laptop unnecessarily, and hold reset for 25 seconds—avoidable steps increasing effort.
Call Transcript82 turns · 90 lines
Speaker 1
I just.
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, 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 Effie. How can I help you? [silence] You [silence]
00:00
Speaker 1
[silence] yes yes [silence] okay uh give me one second [silence] is that the serial number? uh 58 W 1 10 M 2 9 D as in dog 0 7 6 9 2 [silence]
01:00
Speaker 2
Okay. So, uh, you're, is it for initial set up, sir? Okay. Did you just purchase your router, your Linksys router? All right. So, when you try to set it up, it's not, um, detecting the modem. Okay. Can I have the model number and the serial number of your Linksys router, please? Just try to look underneath it. Yes, please. Okay. That's 58W for whiskey, 10 M for Mary, two, nine D like David, zero, seven, six.
01:00
Speaker 1
Yes.
02:00
Speaker 2
692. Correct? And model number, sir? Okay. When is the exact date of purchase? Okay. So, that's June 11. All right. So, the order was placed June 11 of this year. Okay. All right. Let me just create the record. Can I have your name? What about your email address? Oh, okay. AbdulJr. All right.
02:00
Speaker 1
junior jr23@Gmail.com. That is correct. Dennis. ? Yes. A r a I s. I'm sorry.
03:00
Speaker 2
okay let me verify your email address so that is J A B as in boy D like David U L J for John R for Robert two three at Gmail dot com right sir and uh who is your internet provider um uh A-R-S-U-S aris okay that is your modem but uh who is your who provide your modem? is it spectrum? is it Xfinity? [silence]
03:00
Speaker 1
Um, I have a, we have a modem through spectrum, but I'm setting this up on my own. Do I have to have an internet? Yes. It's a new modem as well. So, um, I have to contact spectrum to set the modem up? Yes.
04:00
Speaker 2
So it's also a new modem? Oh, did you, did you contact Spectrum first to set the modem up? Kids... yeah, cause this, mx6200 is you the Linksys router. We can set it up, okay? But if you have a new modem, which is Arris, you need to have it checked with Spectrum first, because you need to register that device with them. Are you able to go online using your Arris modem without the Linksys router? [silence]
04:00
Speaker 1
Yeah, I mean I have everything properly set up I thought the Linksys was to set up the Wi-Fi. Okay. So how does that uh... yeah. Could I do it from my phone? [silence]
05:00
Speaker 2
So did you connect computers straight to your Arris? And are you able to go online that way? [silence] Yeah, the the Lynxs will set up the Wi-Fi, but your Lynx router relies on your modem connection. So if there's no active internet connection with your modem, the router will not work, sir. [silence] The internet will not work on your link on the Lynx router. Now, do you have any computer available? [silence] No, sir. We really need to have a computer for us to be able to verify the connection from your modem. A laptop or maybe a desktop [silence] cuz we cannot hardwire your phone to your modem. So since it's a new modem, we really need to make sure you have active. [silence]
05:00
Speaker 1
OK. OK. So, can I get a signal from somewhere else or do I will have to be an actual provider? OK, so I will have to add another modem because I have the spectrum modem but I have my own Airis modem as well. Yes. Yes.
06:00
Speaker 2
You have internet connection with it. The Linksys and your new modem is not plug and play. You need to have that checked with Spectrum first. Because you need to get a signal from them. It should be from Spectrum because they are the ones that provide your internet. If you want to, OK, without the Aeros, if you, if you mentioned that you have a modem from Spectrum, can you go online with just with that modem, with the Spectrum modem? OK, and right now
06:00
Speaker 1
No. No. It's connected to the wall. Yeah, it's just connected to the power cables. Yeah. Give me one second. One. So, Lightsys is basically
07:00
Speaker 2
Do you have your your modem, the spectrum modem connected to ARIS? Okay, so the ARIS is not connected to anything. Okay, so right now the modem... Okay. Okay. All right. So, um, do you have any any computer available, Mr. Jamal? So we can verify the active connection from your internet provider. How many how many MX-62 you have there? Just one. Okay.
07:00
Speaker 1
back up Wi-Fi. So I'll still is that how that works? Okay. Okay. So the app has to be connected through Umm okay, spectrum as well. okay so how does okay so how I got it from, I got it from a family member okay so will this link sys cover the entire house though because I'm that's the problem that I'm having I'm having issue connection issues, because I'm in a multi-family home and in the basement is the router and that's why I'm setting up the link sys to have internet connection running upstairs as well.
08:00
Speaker 2
Yes, but you need to have that checked with Spectrum first. Cause I'm not sure with Ares. Where did you get that Ares? Did you purchase it from somewhere? Oh, okay. Yeah cause if you already have a a modem from Spectrum, sir, you really don't need that RS device. Cause you already have a modem from Spectrum and you also have a Lexus router. Well, [silence] [silence] Boy.
09:00
Speaker 1
so then I would have to go through spectrum to add the modem so it'll be two modems instead of one yeah it's not okay okay I'm on my computer yes I have plugged into the Aeros modem yes for the Aeros modem.
10:00
Speaker 2
Well, this router is, uh, needs to have, uh, it needs to be hardwired to your modem, sir. It can't be like a standalone device, unless you have a wireless repeater. Okay. All right. So, right now, um, do you have the, uh, the Linksys router MX6200 plugged in to the modem? Oh, to the Arise modem or to your Spectrum modem? Okay. Can we disconnect your Linksys router first?
10:00
Speaker 1
Okay. What would the Ares come up as? It just would say Ares?
11:00
Speaker 2
Okay. Disconnect the Linksys router. Take it out of the picture. Connect your computer straight to the Airis and check if you can go online that way.
11:00
Speaker 1
you said the Aris wasn't connected. No, I'm not. I'm connected to the Spectrum Wi-Fi, but I'm not connected to the Aris. The Aris is at it's on a standalone by itself right now. It's plugged up into the wall. It's connected to the wall prong that's supposed to, you know, the the splitter and everything else, and it's plugged into the wall and just those two things.
12:00
Speaker 2
If the heir is is uh working sir, you should be able to open any websites using your heir are you able to? You you're not online. Okay, hold on. Uh, can can you can you tell me sir your your exact cable connection there? So you have a spectrum is it connected to heir right now or where is it plugged in? [silence] Are you on the same network [silence] where is it plugged in? [silence] It's plugged in the wall.
12:00
Speaker 1
Yes. The model number, S 33. [silence] So it's not picking up the air. Okay, so so the Linksys will have to go connected to the router. So again, that and yeah, that's, the whole point that I'm trying to, can I call Spectrum and add an additional modem? And then it worked that way and add the, airS to that? Or do I need to, or will the Linksys be
13:00
Speaker 2
It's either you you use your Ares or your Spectrum modem. But since you already have an existing modem from Spectrum, then that's what we need for your Linksys. We cannot use the Ares, it's just a plain modem. Yeah, that's just [silence] your your Linksys router needs to be connected to the spectrum box. You have a modem. What's that?
14:00
Speaker 1
is is provide enough connection stability throughout the entire house to work, as well as the spectrum? [silence] Okay. [silence] Okay, so... [silence]
15:00
Speaker 2
Well, we can set up your Linksys router with your existing modem, the one from Spectrum, and check whether you can, if your wireless devices can get enough signal from that wireless router. This MX6200 wireless router, sir, is a, I think it's a tri-band Wi-Fi 6E mesh router. Okay? It covers up to 3,000 square feet. Right? And it handles 200 plus devices. It operates 2.4, five gigahertz and six gigahertz as well. We can try to set this up. Okay? If it's gonna cover all your wireless connection needs.
15:00
Speaker 1
Yeah, and I can connect it to... I can connect it to the spectrum, and... what just know. I'm connecting it... I'm connecting it to the spectrum box right now
16:00
Speaker 2
Yes. Because your Eero is actually it's just a plain modem sir. It acts like the same as your spectrum box. If you're if you're having low signal or low signal from any place at home, you can always add up a node. Child node for this MX 6200. Since this is the same mesh router. So that child node can be...
16:00
Speaker 1
Okay. It's, it's connecting to it now. It's blue on top right now. Solid blue. [silence] Okay.
17:00
Speaker 2
OK, yes, just make sure that you connect it to the yellow port sir, OK? The one that says internet, right above the power outlet. OK.OK.OK.All right. Now, can we power on your a Lynx router and tell me what is the a lead indicator on top? Solid blue. OK.OK.OK.
17:00
Speaker 1
I have a picture of it. Okay. Just press the one.
18:00
Speaker 2
All right. Now, sir, can we take a picture of the Wi-Fi settings at the bottom of your Linksys router? Oh, you already have a picture? Okay, that's good. So now, um, at the bottom of your Linksys, kindly press the "pair" button. The "pair" button is actually below the "reset". So, um, press the "pair" button instead. So now, um, at the bottom of your Linksys, kindly press the "pair" button. The "pair" button is actually below the reset. Yes, just press it once. Yes, sir.
18:00
Speaker 1
do I still need my laptop for this?
19:00
Speaker 2
Yes sir, cause we will be connecting your laptop to your network. Do you want us to personalize your Wi-Fi name as well? Cause by default, uh, right now it's link system dev up, set up. So would you like to change the name? Yes, it can be changed on the app. But uh, we actually suggest uh to use the uh web interface, cause you have advanced configuration there. So you can, uh, yeah, you can separate the network name with the use of the web browser. Okay, so can you tell me the LED indicator.
19:00
Speaker 1
I'll have to go to the. Is it supposed to change colors? Give me one second. In turn white? Nope still blue. It's still blue. It's a light, blue. Yep, still Solid blue. Oh. OK if he looks though, please. 1 sec. OK. [silence]
20:00
Speaker 2
It should be solid white. If it's connected, it's still solid blue. Okay. So, so, sir, can we go to your computer, please? Let me know if you're ready. Sure. No problem. [silence]
20:00
Speaker 1
[silence] it's running on Mac. Yeah, I see the default name. Do I connect to it? okay it's connected. Okay. so far yeah yeah yeah
21:00
Speaker 2
Okay, is your laptop running on Windows? Oh, it's an IMAC. Okay. Can we click on the Wi-Fi icon and check if you see the default name, Linksys develop setup? Okay. Can we, yes, please click on connect. It's going to ask for the password. Just type in the password that's underneath the router. Okay. All right. So now can we open up a browser like Google Chrome?
21:00
Speaker 1
Yup, that's working. Um, yes. Hold on, let's check it. My router Dot local. Escalator.Edu. Calm. Or. Okay. Silence.
22:00
Speaker 2
Okay. Are you online? Okay. Now, can we can we go to this address or just type this address on the address bar. Okay, that would be HTTP colon slash slash My router. com. My my router. local. Yes, sir. That's that's right. Ah no, my router. local, only. Okay, press enter.
22:00
Speaker 1
He said my router. He said my router.local cannot is not reachable.
23:00
Speaker 2
Okay. What do you see on your screen? [silence] My router.locals. H T T P colon slash slash my router.layout.laid.
23:00
Speaker 1
You said 1 9 2. Okay. It says bad gateway. Yes. Yeah, I'm using the app now. I'm turning up Wi-Fi then. Yeah, I'm on the linksys app. It's giving me something that's [silence]
24:00
Speaker 2
Okay, let's just try http://192.168.1.1. and then press enter. 168.1.1 Bad gateway. Okay, can we try the Linksys app? Okay, can we open up your Linksys app please? [silence]
24:00
Speaker 1
Set up the Wi-Fi now. Yeah, that's what I'm doing. [silence]
25:00
Speaker 2
Yes. Can we select the "Set up Wi-Fi"?
25:00
Speaker 1
It says, creating a log access. So do I have to hit the reset [silence] node again? Yes. It says restart your node. Yes.
26:00
Speaker 2
Okay. All right. What did it say on the app? It says we start the node. All right. We'll just have to perform a reset on the device, because it seems that we're unable to properly set this up. So just press the reset button on the Linksys router for 25 seconds. Press and hold it for 25 seconds, please. [silence] Okay.
26:00
Speaker 1
It's searching for it, but it's still not working. It's solid blue. It's blue. It's blue. It's blinking blue. No, it's solid blue. I held it down for 25 seconds. [silence]
28:00
Speaker 2
Okay will will not use the app um so can we uh can we check the node after you did the reset after you pressed the reset button sir um can you check the LED indicator is it solid purple after you pressed the reset it's blinking blue okay we'll just wait for it to turn solid sir because once you you do the uh you do the reset the light should turn purple okay it should be solid purple
28:00
Speaker 1
he acts as well, yes, it turned off, one started it, There, it turns red first, then the red goes out, I'm still holding it, still not on yet, I'm flashing red again, I let it go.
29:00
Speaker 2
when you press the reset buttons or did you check the LED did you check the LED light if it turns off and it turns blue something like that can we do it one more time please oh oh fourth
29:00
Speaker 1
Still blue. It, uh, it was solid blue, now it's blinking.
30:00
Speaker 2
Okay. Is it blinking or it it uh turns solid blue right away? Okay. We'll just wait for it. It actually takes a while for it to stabilize.
30:00
Speaker 1
Yes, it is. [silence] It's still flashing. It's flashing faster, yeah.
31:00
Speaker 2
OK is it still blinking? OK. I think we need to wait for one more minute. [silence] It's still flashing. But is it flashing blue?
31:00
Speaker 1
Yeah, still flashing blue. So, if it doesn't stop flashing blue, then we're just gonna just pull up the Wi-Fi. my zoom, one,
32:00
Speaker 2
Okay. Okay. Can we just go back to your laptop? We will try to access the router. Okay. Can we, uh, can we select the Wi-Fi icon, sir and check if you're still connected to Valet set up? [silence] [silence] Okay, are we, uh, Okay.
32:00
Speaker 1
Okay, hold on, it's working from my phone again.
34:00
Speaker 2
Yes, please. Connect to the default name uhealth setup again. Okay, good. Is it solid blue? Okay. All right, once you're connected to the network third, kindly open up Google Chrome again. Yes, uh. [silence]
34:00
Speaker 1
[silence] Give me one second. yes I'm here I'm connecting to the internet on the a different computer okay h t t p my
35:00
Speaker 2
[silence] Hello. [silence] Yes, sir, so, what is happening now? [silence] Okay. So, http://myRouter.local.
36:00
Speaker 1
It says internet connected. It says, internet connected. This router has been factory reset. All settings have been restored to factory Defaults. Do I hit continue? [silence] All right, one second. I'm setting it up. It's asking me, you can create a guest network. We're not going to want a guest network. It's OK. I skipped right past those. I am setting it up as saving the changes now.
37:00
Speaker 2
What options do you have, there sir? Mm-hmm. Okay, yes. So, yeah, you have an option to turn it on, or you want to leave it off. Mm-hmm. Okay.
38:00
Speaker 1
Is this take a second. They turn white. Yes. Okay.
39:00
Speaker 2
Okay. Okay, all right. That's very good. That just means the uh Links router is now configured. By the way, did you change the wireless settings, the network name as well as the password? Okay, so you need to reconnect sir using your laptop or your other wireless device. Check if you can go online with the new network now. Okay.
39:00
Speaker 1
So does it have to be connected to a laptop, to work? No. Oh, okay. Okay, it's set up. It won't let me connect from my phone.
40:00
Speaker 2
well, normally sir, we, we use a laptop to set up this properly, to set up the device properly. cause sometimes, yeah, with the Lynxess app, it doesn't recognize the router, so there are there are issues. So we need a laptop to configure this properly. Okay. So is everything working now? All your wireless devices are connected? [silence] It doesn't connect.
40:00
Speaker 1
No, it's not allowing me to connect on my phone. What? Able to connect to Wi-Fi? I need to... Uh- uh. Let's see. I'm gonna forget the network. Restart, yeah.
41:00
Speaker 2
What is the error message? Is there an option for you to forget the network and try to connect again? [silence]
41:00
Speaker 1
[silence] I'm experiencing the same issue. Well, [silence] it's just [silence] frozen on my phone. [silence] I'll reset that. [silence] Let's see. Yeah. [silence] My [silence] the laptop is connected. [silence] It's working perfectly fine. [silence] It's [silence] yep, it's working now. It's connected.
42:00
Speaker 2
Did you get an error message? But your other wireless devices are able to connect? Is that an iPhone? You're using an iPhone? Okay, all right. Yeah, sometimes with wireless devices, is that a new phone or it's an older one?
42:00
Speaker 1
It's it's a newer one. So, how do I... Okay. Give me one second.
43:00
Speaker 2
okay all right so is everything okay now, sir would there be anything else that you need help with [silence] mr mastrandrea, when you [silence] You tried to run the setup earlier, the did it ask you to change the I mean Do you see two or three networks listed? Do you see the 2.4 and the five gigahertz? Did it ask you to change the name for those two bands? [silence]
43:00
Speaker 1
I'm resetting the password. Give me one second. [silence] Login to your... [silence] Login when connected to your home Wi-Fi works even... [silence] While I'm... [silence] Yes, having me reset the router password.
45:00
Speaker 2
subject What are you trying to truck right now sir? [silence] yes um I think uh it's asking you to is it asking you to create a new router password or you have to take note of that one sir okay well okay
45:00
Speaker 1
Okay. Okay. I'm all set up now. Yes, everything is okay now. uh, give me one second. Okay. [silence]
47:00
Speaker 2
is everything okay now? All right. Okay, sir. So, let me just give you this ticket number in case you need to call us back in the future, just give this ticket number, all right? So we can pull up your record. You ready? Yes. Your ticket number is ALCTS, 00133176.
47:00
Speaker 1
Okay. All right. Thank you. You too.
48:00
Speaker 2
OK. Thank you again for calling Linksys. Then for more information, Mr. Abdul, you can always visit our site support.links.com. This is Epi from LinkSys. Thank you for calling. Have a great day. Thank you. Bye-bye.
48:00