V2 Rubric Detail — 07b721ae-795f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 17:20
Duration
22m 31s
Contact
912-707-2322
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication0.00/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall33.5% (-22.5)

V2 Grader Summary

The agent correctly applied the 5-press method and initiated a power cycle but failed to complete core diagnostics (WAN LED, cable check) and introduced an unnecessarily complex MAC clone suggestion. Despite being out of warranty, the agent followed best-effort troubleshooting, but poor communication, lack of empathy, and failure to establish next steps resulted in unresolved ownership. No critical failures justify auto-zero.

V1 Case Analysis

MR7350 (out of warranty) solid red LED, no internet. Agent power‑cycled, gave incorrect 5‑press reset advice, suggested MAC cloning, and advised customer to call ISP. Issue unresolved.

Troubleshooting Steps
  • Verified serial number and model (MR7350).
  • Power‑cycled router and modem.
  • Instructed a 5‑press reset (incorrectly presented as a fix).
  • Suggested MAC‑cloning of the modem’s MAC address.
Key Observations
  • Agent gave incorrect guidance by using the 5‑press method as a troubleshooting fix; the 5‑press is for escalation only and does not reset the device.
  • Agent never verified WAN connectivity (e.g., whether the modem was providing an IP address) before concluding the problem was ISP‑related.
  • Lack of empathy and clear next‑step communication; call ended with the customer simply being told to call the ISP.
Positive Highlights
  • Collected and confirmed the serial number and model early in the call.
  • Performed a basic power‑cycle of both router and modem.
Agent Errors / Gaps
  • Incorrect use of the 5‑press method as a fix for a red‑LED issue.
  • Suggested MAC‑cloning without confirming need or explaining purpose.
  • Failed to confirm that the modem was delivering internet service before directing the customer to the ISP.
  • Did not provide a proper escalation path or schedule a callback.
  • Minimal empathy and poor call control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ended call to contact ISP; router remained solid red with no internet restored and no resolution confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed 5-press reset and power cycle, but skipped checking WAN LED, cable integrity, and direct modem test — key steps in red LED troubleshooting.
R3 Met Correct resolution path conf 85%
Agent pursued troubleshooting despite OOW status, attempted reset and power cycle, and correctly deferred to ISP only after basic steps — aligns with best-effort OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified solid red LED symptom and asked about LED state, but failed to ask about WAN connection, modem status, or perform logical narrowing to root cause.
T2 Met Appropriate tools / resources used conf 90%
No tools (remote access, logs) were available or required; agent used verbal guidance appropriate to the scenario and customer capability.
T3 Partially Met No misinformation conf 90%
Correctly applied 5-press method for MR7350 per universal_5press_models.md; however, MAC clone suggestion is not supported or mentioned in any provided KB and was premature without confirming ISP service.
Communication
C1 Not Met Clear & professional language conf 95%
No call framing, multiple long silences, abrupt transitions, and loss of control during modem boot timing — agent failed to guide interaction.
C2 Not Met Confirmed understanding conf 90%
Used technical terms like 'MAC clone' without explanation; failed to adapt when customer couldn't plug Ethernet into laptop, showing no comprehension check.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on case and attempted troubleshooting, but did not fully own outcome — closed loop by deferring to ISP without completing diagnostics.
O2 Not Met Proactive follow-through conf 90%
No specific next step or timeline given; only vague 'call us back if ever' — lacks clear ownership or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted at this stage — issue still in L1 troubleshooting phase.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No acknowledgment of customer’s stress from moving or frustration; no empathetic language used throughout.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust to customer confusion about Ethernet ports; continued with complex instructions despite clear disengagement.
X3 Not Met Overall experience conf 85%
Customer repeated information (serial number, LED status); agent introduced unnecessary steps (MAC clone) without confirming simpler causes first.
Call Transcript37 turns · 39 lines
Speaker 2
Welcome to links is 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.linkstis.com for more information about your product.
00:00
Speaker 1
i'm calling him hey i'm calling I'm hating. You told me you would do it. hi I am recently just moved apartments and I'm trying to figure out how to set up my Wi-Fi at this new at my new apartment um and I'm just not sure how to do it well you see uh um let's see is it on the back of the um oh
01:00
Speaker 2
Thank you for calling the insurance may I how can I help you? or if get the serial number that the route there you have.
05:00
Speaker 1
I see the serial number I see it. Um, it is three three C one zero M two eight D zero four four zero five. Uh, yeah.
06:00
Speaker 2
Okay. What I have here is three three Charlie 10 Mary 28 David 04405. Is that correct? 33 Charlie 10 Mary 28 David 04405. So let me just check this real quick. It's our MR7350, which shows here that it's already out of warranty. But no problem. We can still give you a
06:00
Speaker 1
We're moving apartments. We moved apartments. Um, it, it just has a red line. That's what you mean, I don't. Uh, it's uh, just a solid red one. Okay. Five. Okay.
07:00
Speaker 2
But just in case this router is really defective, we cannot offer any more replacements. Going back, uh, your concern about this router, what was it again? Ah, yeah. And you're trying to configure it. What's the light indicator in front of the router? Steady or blinking? Yeah, the red one. Okay. Press the reset button at the back five times. Quick five press. Yep.
07:00
Speaker 1
Mmm. O.k., now it's blue. Now it's red again. Yup.
08:00
Speaker 2
And we'll just wait max of three minutes. It will blink for now. Okay. Is it. Is it still steady red? Steady? Okay. So try to unplug our Linksys from the outlet. I need you also to unplug or is this router connected to a wall patch only not to a modem?
08:00
Speaker 1
uh is also connected to a modem okay they're unplugged Do you want me to plug it back in? the modem's plugged in
09:00
Speaker 2
Okay, good. So kind of unplug the Linksys device and unplug the modem, too. Both must be unplugged for now. I will let you know when to turn it back on. I'll turn it on in 10, [silence] 8, 7, 6, 5, 4, 3, 2, 1. [silence] Is it already steady? [silence] The modem only. [silence] So, it should be the modem first. And we need to wait until it's completely back on. [silence] Um, and then we will... [silence]
09:00
Speaker 1
now do you want me to plug in the uh okay how do i know when it's completely booted up
10:00
Speaker 2
Not yet. Once the modem is completely booted up, you can turn on linksys. Yeah, turn on linksys immediately once modem is up and running up and running.
10:00
Speaker 1
Like. Okay, now it's a blinking blue line.
11:00
Speaker 2
It's still rebooting the modem.
11:00
Speaker 1
you're saying it is right? no I plugged in the modem and then after a minute plugged in the link sys and now the link sys is showing a solid blue line. [silence] it just it just turned red. back to red, yeah.
12:00
Speaker 2
hello accidentally? I usually modem will restore it, uh, once it's back turned on, usually it will only take a minute or two. But yours, it's still not showing. Because we're doing a boot up thing. Once the modem is fine, we can turn on links or. Uh, try to test it now. Both extenders are having a solid, I mean, right now the color of the the LED indicator in front of the router, is it still saying blue right now? Or back to red? Okay. There's really no
12:00
Speaker 1
Um, it just has one. Yeah. You know. Um, what do you mean a computer that can be what do you mean?
13:00
Speaker 2
Internet, if that's the case. Um the modem that you have there, it has how many ethernet ports? Only one. Okay, so we cannot check the other ports then. And that ethernet cable goes directly to the internet port of our Linksys router, correct? Okay. So, for now, we can do Mac clone. Actually, do you have a computer that can be hardwired? We need to wire the computer directly to the modem and we'll get its Mac address. That Mac address, we'll - we will then enable it on the Linksys router side. So, it's
13:00
Speaker 1
I'm not able to just give you the Mac address. The Mac address is on the modem. Okay. What else? You're telling me it's wrong.
14:00
Speaker 2
Sure, the internet will be working. Um, it's different. The one that you can see, uh, on the device itself is totally, uh, different because the Mac address where you need to get is the internet Mac address. Maybe you can find one. [silence]
14:00
Speaker 1
Okay, so I have the computer open. So what do I need to do? Hello? I have my computer, so what do I need to do? Un huh. Okay, so I unplugged it from the linksys. Yeah. I unplugged it from the linksys. [silence]
15:00
Speaker 2
Alana Donlon-Caloyen
15:00
Speaker 1
And now I plug it into my computer is that what you're saying? So now I plug it into my computer. And you're saying plug that internet cable into the computer. Um I don't really see a port on my computer where to plug it into. I think so, yeah. And let's can I use the? Yeah there's no the. Are you saying internet or ethernet?
16:00
Speaker 2
n. mm.
16:00
Speaker 1
Okay. Yeah, it doesn't plug into the computer. Like there's not a plug that fits the computer. Okay. Uh-uh.
17:00
Speaker 2
It's really weird then. Huh. So, yeah, the, I think the laptop that you have there is just wireless. Like, there's no port there for the, for the RJ45 cord to fit in. Uh, please double check if there's really none.
17:00
Speaker 1
Not yet. Okay, now it's plugged back in. Let's plug back in.
18:00
Speaker 2
Okay. The router is still solid red, right? Did you plug in back the ethernet cable to the internet port? Um... [silence]
18:00
Speaker 1
Yes, it's plugged back in. Correct. I don't have another laptop now. [silence]
19:00
Speaker 2
[silence]
19:00
Speaker 1
What's up? Have I pressed the reset button? Is that what you're asking? Uh, I, yeah, I pressed it when you told me to press it. No, I did not. Uh, it, it was mine and my roommate's router that we had at our old apartment. Yep. Uh, no, it's not.
20:00
Speaker 2
I mean, the uh, when uh, so you mean to say prior coming in um, you did not reset this router? Like um doing a factory reset and to make things clear Marlon um, this is not originally your router right? And you're just trying to make this one work? Okay, the WiFi name that it has right now, is it still the default which is Linksys setup? Okay
20:00
Speaker 1
It's not, it's Griffin. We changed it, yes. Let me see. Well, what do you mean? Uh, okay.
21:00
Speaker 2
it changed already. [silence] Okay, that's the last uh option that we have right now, which is to reset and re-configure your router to see if it will work after. Um, are you sure that there is internet from your internet service provider? Like, uh, did you already confirm the the internet from the internet service provider? Like, because our router is dependent on the main source of internet. So, if it's it's not working from their end, our router will also not work.
21:00
Speaker 1
Okay, so I'd have to call them. Oh, okay. All right. I'll do that. Okay, thanks. Bye. [silence]
22:00
Speaker 2
yes, for, uh, can you, uh, confirm first the internet if it's still active or not so that we can like, uh, and also please ask them if they can detect our router as wire to their box, okay? all right. We're open up until 11:00 p.m. so you can call us back if ever. right.
22:00