V2 Rubric Detail — f9ca264c-6f3e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 20:06
Duration
32m 50s
Contact
Kathleen Butt
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134515
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfigure_MX2000
⚠ 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: T3 Not Met due to materially incorrect technical information (node light behavior) and misrepresentation of support policy (warranty-based denial of free troubleshooting), which constitutes Non-Adherence to Documentation and could lead to customer harm.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution3.75/5
Technical1.56/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall0.0% (-22.0)

V2 Grader Summary

While the customer confirmed temporary success, the agent provided materially inaccurate technical guidance and misrepresented Linksys support policy by conditioning free assistance on payment. These critical failures trigger auto-zero despite apparent resolution. The case reflects poor technical accuracy and customer effort reduction, undermining the outcome.

V1 Case Analysis

Customer unable to add second mesh node (solid purple/magenta light); TV reports no internet. Agent collected credit card info, performed 5-press reset, but provided incorrect LED guidance and failed to verify WAN status or ISP modem configuration. No resolution confirmed.

Troubleshooting Steps
  • Created support record and verified warranty status (expired).
  • Collected payment information over the phone (PCI violation).
  • Instructed customer to place child node near parent node.
  • Guided customer through a 5-press reset on the parent node.
  • Advised customer to connect TV to Linksys Wi-Fi SSID using password on device label.
Key Observations
  • Agent collected full credit card details verbally - clear PCI compliance breach.
  • Agent failed to confirm product model before giving 5-press instructions (though context suggests Velop/WHW series).
  • Agent misinterpreted LED behavior: solid purple/magenta is not a standard state per KB (only blue, red, or blinking states are documented).
  • Agent claimed red→blue→red→blue cycling is normal - contradicts KB which states solid blue is final state after successful pairing.
  • No verification of WAN/Internet status on parent node or DHCP assignment to TV.
  • Agent did not confirm whether Spectrum modem was in bridge mode (critical step per universal_isp_compatibility.md).
  • Customer mentioned Spectrum required their router's Wi-Fi to be disabled - agent did not address this ISP requirement.
Positive Highlights
  • Agent created support record and set expectations about expired warranty.
  • Agent remained patient despite customer confusion.
  • Agent attempted to guide physical placement and reset of node.
Agent Errors / Gaps
  • Collected full credit card details (number, name, expiration) verbally - clear PCI compliance violation.
  • Provided factually incorrect LED interpretation: solid purple/magenta is not a valid state per KB (only blue, red, or blinking states are defined).
  • Claimed red→blue→red→blue cycling is normal behavior - contradicts KB which states successful pairing results in solid blue.
  • Did not verify WAN/Internet connectivity on parent node before attempting node pairing.
  • Failed to check if TV obtained an IP address or confirm DHCP reservation.
  • Did not instruct customer to contact ISP (Spectrum) to disable their router's Wi-Fi or enable bridge mode (required step per universal_isp_compatibility.md).
  • Did not set callback, escalation, or follow-up plan after issue remained unresolved.
  • Failed to confirm product model before providing 5-press instructions (risk of incorrect guidance).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at the end: 'looks good' and 'everything good already?' after both nodes show solid blue and TV connectivity is resolved.
R2 Met Diagnostic thoroughness conf 90%
Agent guides customer through physical repositioning, 5-press reset on parent node, and monitoring light indicators — all relevant steps for node pairing.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly states out-of-warranty devices are ineligible for free support and pushes paid service; per KB, best-effort troubleshooting must be offered regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies symptom (purple node) and asks about distance and ISP, but fails to confirm model number or firmware, and proceeds without verifying if 5-press method applies.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent does not use available tools (e.g., verify model via serial number lookup in system) to confirm compatibility or correct procedure; relies solely on verbal guidance.
T3 Not Met No misinformation conf 90%
Agent claims node will turn red after blue as 'correct sequence' — no such behavior in KB; also uses non-standard term 'magenta' and misstates warranty policy, a material inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent sets expectations about paid support but loses control during payment collection and has multiple long silences, disrupting flow.
C2 Met Confirmed understanding conf 85%
Agent uses plain language, checks understanding ('How was it right now, ma’am?'), and adapts to customer’s pace during setup.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent creates case record, processes payment, and completes troubleshooting without transferring or abandoning ownership.
O2 Partially Met Proactive follow-through conf 75%
Agent gives real-time instructions but does not set a follow-up timeline or callback commitment; closes without confirming long-term stability.
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 given the issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remains polite but does not acknowledge customer’s effort, confusion, or potential frustration; no empathetic statements beyond 'that’s good to hear'.
X2 Met Tone & rapport conf 85%
Agent matches customer’s conversational pace, allows time for actions, and confirms status after each step.
X3 Not Met Overall experience conf 90%
Customer repeats payment details due to agent’s unclear collection process; agent also fails to use serial number provided early, causing redundant data entry.
Call Transcript45 turns · 50 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. to hear more about your service options, press two. 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. hi, thank you for calling Links's technical support. this is Rio. how can I assist today? [silence] oh. hi, ma'am. this is Rio from Links system.
00:00
Speaker 1
Yeah, I'm trying to connect up my routers here. And I can't it looks like one is the first, two of them. One is set up. It looks like the other one is just purple. So I'm not sure what that means. Um, it's somewhat my brother-in-law gave it to me. First, he was going to set it up and then he didn't use it, so now I'm using it. The one that's purple right now. The serial number is 50D18
01:00
Speaker 2
Okay, if I may ask, ma'am, is this the first time you are going to set up the whole system or It's was working fine before? Okay, Alright, got it. Can you confirm me by the way, What's the serial number of your links device please? [silence]
01:00
Speaker 1
0M as in man 23 C as in cat 04 14 0 for it's it's uh uh two of them two pack The other one is blue yeah The router I'm sorry oh uh spectrum [silence]
02:00
Speaker 2
let's see how many a total of linked devices do you have right now or you will be using huh okay two packs and one shows what light purple and the other one okay so one shows purple and the other one is blue one blue light okay bear with me who's your internet service provider oh sorry who's your internet service provider from your modem
02:00
Speaker 1
Yes. Well, first time I've called you. uh-huh. Kathleen. K-a-t-h-l-e-n. Butt. B as in boy. U. T. T. S. Uh, K. B. K as in kangaroo. B as in boy. E as in rock. K. Uh, K as in I'm sorry. Uh, I always write it K-B-E-R-K-W-Y. at gmail. Yeah.
03:00
Speaker 2
this is the first time you called linksys right? Okay, let me create okay, let me create Frazier record for you before we proceed. I know your first name last name. Okay. How about email address? Mmhmm. Mmhmm. dot com. Right. Thank you. Can you give me just three minutes to just fill in everything first in the system so I can create a record for you. Thank you. UM. 2,000. All right. So Ma'am, I was able to create a record for you in the system. However, based on your records here, the warranty of your product has already been expired and just Just to set proper expectations, correct that we no longer provide free technical assist for our warranty devices. However, if you insist, you insist, we can still provide you one time phone support lasting only for [REDACTED_PAYMENT_DIGITS] minutes but there would be a fee for that. That's $[REDACTED_PAYMENT_DIGITS] Now, if you don't want to pay $[REDACTED_PAYMENT_DIGITS], it's okay. We still have a free option for you wherein I can only send you an email on how you can add your second node so that it will be connected. That's for free. But which one do you prefer? Okay, all right. Ma'am, just would like to set proper expectations before we process the payment for the paid support. If by chance that we cannot add your child node or the second node that you have there to your network given that they're nodes is already out of warranty, we cannot provide you refund.
03:00
Speaker 1
Okay, it's 1515. Okay, but yeah, that's fine. It's in the same room. Um, I don't know, maybe about six or ten feet. Okay.
06:00
Speaker 2
with the $[REDACTED_PAYMENT_DIGITS] that you've paid. Is that okay with you? Yes ma'am. Are okay all done. Let me just pull up my tools here so I can process the payment. Bear with me. Uh for the one that shows purple light ma'am, how far is this from the parent node or the main node? Uh like at least how many feet? Oh okay. All right. All right. So ma'am, whenever you are ready to provide me the card information that we are going to use for the payment. Um ready to receive the payment information.
06:00
Speaker 1
Kathleen Butts. Four, three, eight, eight, 5761 7069 8305 is 728 332.
07:00
Speaker 2
What's your, like your, your name? [silence] Uh it does it have a s or just name? [no] s. How about card number? [silence] Expiration date? Okay. just let me send you... All right. So okay. Almost done here. All right.
07:00
Speaker 1
OK, so let me unplug it and plug it back. plug it into where? Yeah, yeah, OK, um... [silence]
09:00
Speaker 2
I was able to send a copy of the receipt for the transaction today. Whenever that you wanted to check for just for transparency, you can check it later, okay? Now, pro uh let's go back and troubleshoot your device. So, for the one that shows purple line, ma'am, uh can you try to unplug this, unplug this and then uh put it near to the parent node. At least 2 to 3 feet away. Uh yeah, you you plug it near to the parent node. So, we can add it. Uh any socket that you have there? So, that you can turn it on.
09:00
Speaker 1
Okay. They're next to each other now and they're both blue now.
10:00
Speaker 2
Mm-hm. Okay. All right. Let's give it some time, ma'am. At least two minutes the device is still rebooting, and then we'll wait for the node - the child node to turn solid purple before we continue and troubleshoot.
10:00
Speaker 1
[silence] Now it's um back to uh, the purple color or the bright pink. It's, yeah, it's a solid Magenta. Uh-huh.
12:00
Speaker 2
How was it right now, ma'am? What's the light indicator showing for your child node? [silence] Okay. [silence] All right. So, it's already solid, [silence] solid purple or solid magenta. Okay. Now, uh, for this device right now, ma'am, can you try to go to the parent node? So, let's just focus now to the parent node since the child node is already near. So, in the parent node, try to click the reset button five times -- like one press for one second, not too fast. [silence]
12:00
Speaker 1
Okay, it's still blue. And still magenta five times, yeah. Okay, now it blinked blue for a second. Now the other one is blinking magenta. Oh, okay.
13:00
Speaker 2
How was it? Did you click the reset button? Sorry, go ahead. Okay. All right. So let's wait for your parent node and child node to finish like coordinating with each other. Usually the child node will turn solid blue. Maximum waiting time is seven minutes. Okay?
13:00
Speaker 1
It's blinking red now. it's um solid red now it's still blue um it's connected to um the spectrum uh modem um which the child node is the second one [silence]
14:00
Speaker 2
How was it right now, ma'am? What's the status of the child node? Solid red. How about the parent node? Solid blue. Is there a wire connected to the child node, aside from the one that is with the power cords for the child node?
16:00
Speaker 1
Oh, I see. Oh, I see. Um, no, there's nothing else connected to it. Now it's blinking red. Okay. Oh, it's blue now. Solid blue. Okay. Now it's red again. Okay. Okay.
17:00
Speaker 2
Yes, the second one is the child node. The parent node is the the one connected to the to the Spectrum. But still the child node just turned solid red. Okay. Okay. Right. Let's give it some time. Still 30 minutes past by. Uh let's just give it some time. I wanna make sure it stays solid blue. Uh that's actually the correct sequence. After it turns to blue it will turn red and then it will turn back to blue. But let's try to check. [silence] how was it right now ma'am okay all right uh do you have a a tablet a computer
17:00
Speaker 1
Yeah, I have, uh, the TV, uh, It's supposed to be connected, yeah. Yeah. Yeah. Uh, it's about 10 feet. Uh, I, I was gonna take it upstairs to the other side of the house.
19:00
Speaker 2
... to your Wi-Fi, so we can check if you have an internet. Oh. Is it already connected to the internet or to the Wi-Fi? Uh huh. Okay, can you try to check? Take a look if you have internet. How far is the TV, by the way? Uh. Uh. Okay. Okay. And where would you like to uh relocate this child node? Is this gonna be in the other room or up? Up. Um, okay. All right. Yeah, try to check first, Mam. If you do have an internet. [silence]
19:00
Speaker 1
Hector wants me to call them and drop their router, their router drop their Wi-Fi before I can they'll connect this one up. So actually there's nothing for me to connect it to.Law it to agreeing to vector, I'm sorry I'm switching them spectrum router to Linskey. But they said now that it's set, after I get it set up then I have to call spectrum back get them to drop their Wi-Fi and then they said this one should start working.
20:00
Speaker 2
sorry, you'll be having a link you'll be having a router from spectrum that's what you're referring to mmm mmm
20:00
Speaker 1
Yeah, um so, all I have is the, um, TV and, if they haven't dropped their Wi-Fi, I, I can't connect it. Yes. But it's but they said I needed to call the office to do it. The physical router's gone. [silence]
21:00
Speaker 2
Yeah, it should have, have, start working right now, but I just would like to ask if you do have right now an internet from Linksys, because your Linksys device is setup already. You don't have, do you have a phone that you can connect to the Linksys' Wi-Fi? Did you remove already the Spectrum router? Okay. Now, uh, oh, okay. But you do have an internet from Spectrum, right? So it does not matter if you just drop it, if you did not drop it yet. As long as you have an internet connection, the Linksys device
21:00
Speaker 1
Okay. On the TV. It says network not connected.
22:00
Speaker 2
you would not work, so you can try to connect first to the linksys wifi, there will be a wifi name showing ma'am, linksys wifi name you need to go to the settings first and check the wifi name and put the wifi password as well. [silence] are able to see it? Okay, now, let me try to check, what are the available wifi name showing, if there will be a linksys wifi name,
22:00
Speaker 1
Okay, uh, Yeah, I I actually. I found it. I'm just connecting to the password,
23:00
Speaker 2
Then you need to put the password. Are you able to find it? Password is indicated at the bottom of the link system.
23:00
Speaker 1
Okay, I think it's connected now. Okay.
25:00
Speaker 2
Okay, that's good, that's good to hear ma'am. So yeah you should have an internet and then for the child node that you have you can now unplug it and then put it to the location where you want it to be and then let's check if you have a blue light there. I'll wait for you.
25:00
Speaker 1
okay it's connected and it's blue okay okay [silence]
26:00
Speaker 2
0:13 Okay, give it some time, mum, it's still rebooting. You need to wait for at least two to three minutes.
26:00
Speaker 1
it's uh blue yeah [silence]
28:00
Speaker 2
How is it right now, ma'am? What's the light indicator showing for the child nodes? Solid blue. Is that correct? Okay, all right. So, yes, ma'am. Right now, all of your nodes does have already is already connected to your Internet. You don't need to
28:00
Speaker 1
great I just checked real quick I still says. I'm not connected to internet. on the TV.
29:00
Speaker 2
No need to worry if you're downstairs or upstairs. As long as the devices turn solid blue, you have an internet connection or a Wi-Fi connection. Okay. All right. So anything else I can assist you aside from this? uh, which one, is it in your phone or in the TV? Okay. Ok. What's the Wi-Fi name you tried to connect?
29:00
Speaker 1
What? OK. So now I'm right- let me put in the password one more time. Cos at first I guess it was the TV. Now this is the Roku. So I guess I need to put it in both of them huh? Yeah. OK. I guess you're right. Yeah. Do you see that? Is it that font one right there or is it the Fuji TV font? [silence] Based on our [silence] wait hang on. Oh it's gotta be that one. [silence] [?] [silence] Oh. [silence] [sound effect] [sound effect]
30:00
Speaker 2
okay. all right. Everything good already?
31:00
Speaker 1
Yeah, let me just check it now. Okay, looks good. Okay, thank you. Bye.
32:00
Speaker 2
Okay, alright, good to hear. So, yes, ma'am, um, if you need further assistance, you can always call us back here. And yeah, this is rio from lynx suspected support. You have a nice day. You're welcome, bye-bye for now. [silence]
32:00