V2 Rubric Detail — 0a4ed940-7eda-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 16:43
Duration
29m 10s
Contact
386-852-7671
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00099671
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350 - Device Reconfiguration

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall54.0% (-2.0)

V2 Grader Summary

The customer's issue was resolved as confirmed by their statement that the internet is working and TV connects. However, the agent provided materially incorrect technical guidance (misidentifying LED color and reset method) and failed to use available tools like the router admin interface, leading to unnecessary customer effort. Despite these flaws, full ownership and eventual success prevent an auto-zero.

V1 Case Analysis

Customer with MR7350 reported solid purple LED and no internet after new modem installation. Agent misidentified LED color, provided incorrect support URL, and skipped WAN checks. Guided customer through 5-press reset and WPS pairing, which restored connectivity.

Troubleshooting Steps
  • Confirmed model (MR7350) and observed solid purple LED (misidentified as pink).
  • Instructed customer to perform a 5-press reset.
  • Guided customer to connect to router Wi-Fi using default password from label.
  • Used WPS to pair a device and verify internet connectivity.
Key Observations
  • Agent misidentified the LED color (solid pink is not a valid status; should be purple per KB).
  • Provided an incorrect support URL (support.links.com instead of support.linksys.com).
  • Did not follow the standard WAN troubleshooting flow (modem power-cycle, WAN LED check).
  • Long periods of silence and repetitive instructions reduced efficiency.
  • Warranty status was stated correctly as out of warranty based on explicit statement.
Positive Highlights
  • Polite greeting and clear identification of the customer's router model (01:00).
  • Successfully used the 5-press reset method appropriate for the MR7350 (04:00).
  • Guided the customer to locate the default Wi-Fi password on the router label (08:00).
  • Achieved a working internet connection for the customer via WPS (27:00).
Agent Errors / Gaps
  • Incorrect LED color interpretation (01:00, 04:00): 'solid pink' is not a valid LED state; MR7350 solid purple means 'ready for setup' per ax_maxstream_wifi_connectivity.md and led_intelligent_mesh_consumer.md.
  • Gave wrong support website URL (03:00): Provided 'support.links.com' which is invalid; correct URL is 'support.linksys.com'.
  • Skipped essential WAN/modem checks before resetting the router (04:00): Did not verify modem status, perform power-cycle sequence, or check WAN port LED per universal_isp_modem_diagnostics.md.
  • Failed to summarize steps or confirm each action before moving on (06:00–14:00): Gave fragmented, overlapping instructions causing confusion.
  • Provided confusing, fragmented instructions and excessive filler (05:00–10:00): Repeated 'uh-huh', 'okay', and unclear phrasing reduced clarity.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'it worked... thank you very much' and 'you saved the day' after TV connects.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped essential diagnostics (WAN link, modem status) and applied incorrect reset method (5-press) for MR7350; troubleshooting was not logically sequenced.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty and proceeded with best-effort troubleshooting instead of dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified LED state and reset history but failed to diagnose root cause (e.g., WAN connectivity, ISP handoff) or ask about modem status.
T2 Not Met Appropriate tools / resources used conf 95%
No use of router admin interface (192.168.1.1) to verify WAN status, despite customer eventually accessing it; missed opportunity to confirm connection state.
T3 Not Met No misinformation conf 98%
Agent incorrectly stated solid pink means 'ready for setup' (KB: solid purple) and instructed 5-press reset (KB: 10-20 second hold for MR series).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained call control but had long silences, unclear transitions, and failed to set expectations about setup process.
C2 Partially Met Confirmed understanding conf 70%
Agent used simple language but gave technically incorrect instructions without confirming understanding, increasing confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and stayed on until customer confirmed full resolution.
O2 Met Proactive follow-through conf 95%
Resolution was achieved during the call with confirmation from customer on multiple devices; no follow-up needed.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted due to successful resolution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged customer’s effort ('I'm going to walk you through') but did not express empathy for lightning damage or frustration.
X2 Partially Met Tone & rapport conf 80%
Agent attempted to adapt to customer’s pace but repeated unclear instructions (e.g., 5-press) without adjusting when confusion persisted.
X3 Not Met Overall experience conf 95%
Customer performed multiple resets, struggled to locate password, and had to re-enter Wi-Fi settings unnecessarily due to agent error.
Call Transcript56 turns · 58 lines
Speaker 1
my name is Susan. How are you? Um, our house, we got hit by lightning last night. and it took out our modem. so I went and got a new modem. and installed it. and I think there is something it and I've
00:00
Speaker 2
Welcome to Linksys 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.links.com for more information about your product. Hello, thank you for calling Linksys technical support. This is Charm. How can I assist you with today? I'm doing good, ma'am. Thank you so much for asking.
00:00
Speaker 1
Just gotten off the phone with our internet provider and we walked through everything and I think our problem is with our Linksys router. It's a model number MR7350. And it the light when we I've reboot and rebooted and hit the reset button in the back and then um when I plug it into the router into the modem, excuse me, it's just a solid pink light. Yeah. Yes. Like a bright pink. I did. About 30 seconds.
01:00
Speaker 2
Uh-huh. Uh-huh. Okay. Uh-huh. Solid pink. Is that correct? Uh, okay. Okay, okay. Okay. Okay. Okay, yeah. Uh, okay. Uh-huh. I see. Um, if I may ask, ma'am, did you press the reset button of this router? Um, for how long did you hold the reset button? Uh, Uh, okay. Uh, yeah. Uh-huh. Uh-huh. Uh-huh. Uh, if you, okay, that's the reason why the light um is solid pink because the router go back to its default setting, ma'am, or factory settings.
01:00
Speaker 1
Right, but how do I do this? I've gone to your app. Okay. Go ahead. Oh, thanks. I would appreciate it. Thank you. I'm not I'm not very good at this stuff. Thank you. Oh, the serial number. Huh. It got my eyes enough to read. Okay. Holy Molly. WPS. Boy, there are a bunch of numbers back here. Setup number. WPS. Serial number. Okay. 333
02:00
Speaker 2
It’s now ready for setup mode. And yes, that's the best thing. You need to reset it since you mentioned that you have a new modem. Oh yeah. All right, so All right. Not raising your arm. Let me walk you through on how to set it up again and make it work. Mhm. All right. But before you proceed, I'm going to provide also the serial number of your router. [silence] Oh yeah.
02:00
Speaker 1
What about receiving Wi-Fi helping it might heal her?
03:00
Speaker 2
Got it, right. Thank you so much for providing me with the information. And also, may I know who is your internet service provider? Fantastical. All right. So let's proceed with the troubleshooting and also just to provide you or to set a proper expectation to you, ma'am that your router was already out of warranty, so I could provide you or walk you through a for a troubleshooting steps but in case your device was already um um defective or not working anymore, we could not provide any replacement or a refund for this router, but rest assured that it will still work. Mm-hmm.
03:00
Speaker 1
Oh, OK. Just a second. Let me get my little, such a little button, let me get my paper clip to do it with. OK. Oh, shit. Well, I'll do it with this pen. 1, 2, 3, 4, 5. OK. It's the same. Yes.
04:00
Speaker 2
So, since the light status of this router is solid pink, it means it's ready for setup, so kindly press the reset button, ma'am, again, but this time, press it five times. Like, press, release, press, release, or five times. Not too fast and not too slow. [silence] [silence] [silence] [silence] All right. Can you tell me what's the light status? Call it, Bink.
04:00
Speaker 1
H, press RB.
05:00
Speaker 2
Right. I'm pressing them five times not too fast, not too slow, like press, release, press release. All right. All right. So it's flashing. Think. All right. Right is it solid blue or a blinking a fading blue? Okay, and the cable is properly plugged in at the back of the router right?
05:00
Speaker 1
[silence] [silence] Yes. [silence] [silence] Yes. [silence] [silence] Okay. [silence] Yes. [silence] Yes. [silence] Yes. [silence] Yes. [silence] [silence] [silence] [silence] Yes. [silence] I see Link.
06:00
Speaker 2
[KEEP_UNCERTAIN] and the other one is plugged into your model. All right, and the light status is solid glue. Can we um, um, go to the Wi-Fi settings in your phone, ma'am? All right, and then go to the available networks, and check if you can find the available name or linkage name on the Wi-Fi list.
06:00
Speaker 1
Set up incorrect password. Delete the network. How do I do that. Forget network. Okay, forget network. No, that didn't do it. Things just. We don't want me to connect to it. It doesn't want to go away. It says Linxessetup15B. Yes. It's under, it's under, I'm sorry, it's under what,
07:00
Speaker 2
right. um. um combine those net we are set and select uh the network uh then click one.right. Yeah. right. Yeah. so um in the hub under your Wi-Fi connection click on uh the Wi-Fi name um that you want to connect to it should be asking for a password code in the password that it's under the router printed on the label.
07:00
Speaker 1
printed on the label? Under the router. it's, which one is it? It's the W 9 2. Or, or maybe it's WPS. Rediscovery key password. Okay. Here we go. Okay. This is B E C C zero B Z T A T A. What a fast word. Let me make sure I type that right. B B Z zero B Z T A T H E H. Okay. [silence]
08:00
Speaker 2
Yes on the router, ma'am, under the router. Yes, uh wi-fi password. Can you see the wi-fi password? Yes.
08:00
Speaker 1
Okay. So that's connected or it's spinning like, it's connected. Okay. Mm-hmm. Yes, I am. Turn off the mobile data. How would I do that? Under connections? Okay. So under connections, so you should see the option there. Can I connect? Okay. So, on this thing is data usage. How much data are you using? So, that's how far your data goes. So, if it's not connected, like, previously, you'll see that this connection will happen with mobile data. The wrong one, your 4G, 2G, 5G. Okay. So, you should see that below. So, I'm just checking my phone. So, I'm looking below. Okay. So, we should see the connection. Like, it should connect there. Okay. So the data connection is stable?
09:00
Speaker 2
Yes, okay. All right. Connected. So you are now connected and are you using your phone right now? Okay. Um did uh or did you turn off the mobile data of your phone, Ma'am? Yes, or the cellular data. Yes, under connections and then go to um really.
09:00
Speaker 1
mobile. Mobile network? Okay. Um, international roaming data. Mobile network, I, I'm not. Well, I know. Mobile data. I want to turn that off. Um, uh, Well, I think it's on. It, it. And it's locked. I can't, I, I can't change it. It seems to be. It won't, it won't let me, it won't let me move it. Sure. Yes, it is. Um,
10:00
Speaker 2
Network, [silence] to the mobile, [silence] yeah, [silence] yes. Yes, [silence] mobile data. [silence] Yes, [silence] is it on or off? [silence] Yeah, [silence] you should turn it off. [silence] Um [silence] I I see. [silence] All right, [silence] now we, [silence] how about opening any application, [silence] ma'am, or a website and see if the internet is working. [silence] Right, [silence] do you have a laptop or
10:00
Speaker 1
No, I don't want to change my Wi-Fi name and password. I have to I would have to do that with Spectrum, I think. And I can't use my other computers because the router's not working. So there's no internet. Yes. Yes. Are you talking? Oh, oh for my router? Yes. Yes, I thought I I had another link this log in previously So I can just can I go back to using that? [silence]
11:00
Speaker 2
a computer or a ipad that we can use. Do you want to change your wifi name and password Oh that's why we are working on the router right now and you mentioned that the internet is working right since you are now connected Uh ok so yes um you don't want to change the the wifi name and password you want to leave it as it is like a LinkSys set up or you want to use your old wifi name and password to your router ma'am to the wifi Uh yes we can use a one but can you come?
11:00
Speaker 1
[silence] Okay, just second. I'm getting I have some phone. Because none of my computers will connect to the internet because of the router not working. What now? I don't understand what you're saying. [silence] Just hold on a second.
12:00
Speaker 2
connect your computer, to the wifi, so that we can, access the interface of your router, and change the wifi, settings, or the wifi name, [silence] alright, yes, you can take a picture or a photo of the password, so that you can connect your computer, to the wifi, [silence] alright, what I mean, ma'am, is connect your computer, to the router, to the LinkSys wifi.
12:00
Speaker 1
My computer, my computer, when I turn it on, it's going to say no internet fur us. I'm pretty sure. But I'm going to give it a try. There's a room. All right. Now it shows, my computer shows not connected. Connections are available. Let me see what it pulls up. And I'll say the link is. Oh, okay. the These. All right. Connect automatically or or manually. So it's on auto.
13:00
Speaker 2
Mm-hm. All right. Where is it connected? Mm-hm. Mm-hm. Yes. It the connection's available. Mm-hm. Mm-hm.
13:00
Speaker 1
All right, let's see. Enter the network, okay? All right, so now it needs the...gotcha. Where's the path? Steves? Where do I find the pictures on your on your phone? Here. Sorry, I took a picture with his phone and I don't know where it is. Okay, got it. Thank you. Hang on. Let me get this typed in. Zero, B, K.
14:00
Speaker 2
Yes, you need to connect... password. Mm- hmm. Mm- hmm.
14:00
Speaker 1
[silence] [silence]
15:00
Speaker 2
Oh no. Can you double check ma'am if it's the correct password you input?
15:00
Speaker 1
Trying again. Okay, we're connected. Yes. Let me see, hang on, just one sec. Sure. Yes, it's working. One nine two. Did you say slash 168? Not. Okay, 168, uh-huh. Yes. 1.1. 1. Okay. Okay, download the link for setup. All right. Image of the phone. Uh. Okay. Now it's asking me to sign in. Okay.
16:00
Speaker 2
Now that or point. Point 168. That one, that one. And first, you are ready to download. Click the image of the phone. A picture of the phone. Ma'am, can you see there, the picture of the phone? Mm-hmm. All right. So kindly input admin all lowercase. Sign in.
17:00
Speaker 1
All right. Now, I have a list of options, a menu, smart Wi-Fi tools and a h- uh all kinds of things to pick from. Mm-hm. Would it be CA at the very end? Okay. Okay. Uh Wi-Fi settings, okay.
18:00
Speaker 2
I see, alright, so, scroll down please, can we scroll down and then find the C A word on the bottom, like Charlie Alpha. It's on the end user license agreement. It's a small word on the bottom. Yes, yes. The CA. Click that one. All right. and then click Wi-Fi settings. All right. And you will see there the network names, right? Yes, yes, the CA. Click that one. All right. And then click Wi-Fi settings. All right. And you will see there the network names, right? Yes, yeah.
18:00
Speaker 1
I do a 2.4 and then a five. Mm-hmm. Okay. Get to the other room. Okay. Thanks, honey. There's two of them listed. So, I'm just going to erase the current password and put a new one in? Okay. With it.
19:00
Speaker 2
2.4. Okay, yes. Then that's the thing. You will change the Wi-Fi name and password on that page map. You can use the old Wi-Fi name and password that you've saved. You can use the same Wi-Fi name and password on both. Yes. Yes. Yes. Make sure that you remember the password.
19:00
Speaker 1
Okay. All right, okay. And do I need to change my username too? Oh, I see, okay. Okay, so just hit all right, okay. So changing your Wi-Fi settings will disconnect all devices, including this one. Okay, so I just need to wait. More loud. It says no. I did. And it says the action you perform may cause devices to lose connectivity. Please wait. Okay? Okay. Sorry. We're going
20:00
Speaker 2
uh, yes, you can change the Wi-Fi name if you want. uh, yes, apply. Did you change both?
20:00
Speaker 1
okay it says I'm not connected to my router should I retry okay connecting enter the network security
21:00
Speaker 2
Oh, yes. So go back to the settings on your computer and find the network name you create that. Yes.
21:00
Speaker 1
Okay. Let's see if I'm connected again. I am I'm connected. Okay. Okay? Well, yes, so if I go back to my where the router is, it should be connected to the modem, it's what you're saying? Okay, let me just, will I have you on the phone?
22:00
Speaker 2
All right, so that's good to hear, you're now connected ma'am and now your internet is working. So yes, you may connect now your devices like your TV or any devices that you have to the network you created. All right. Is there anything else I could assist you with other than this? Yes, it's already connected ma'am.
22:00
Speaker 1
Let me just, because I'm so bad at this. Let me just make sure that I've done this right. And it's, ouch, working. Let me see if I can turn this on. Oh, it says no connection. My TV. There's no Wi-Fi connection.
23:00
Speaker 2
which one? All right. Try to refresh ma'am or turn on and off your TV and connect to the network you're great.
23:00
Speaker 1
[silence] Settings network. Did I hit that? Connected devices? Network or connected network? Okay. That just shows status is not connected. Connect your wi-fi network to your device. No, was network. It's to all it It says, network connections, there's a problem connecting to your broadband.
24:00
Speaker 2
available networks networks go to networks go to networks right um can you find uh available networks or other networks
24:00
Speaker 1
[silence] from broadband router. There's an X connection to internet. There's an X. Um, right. Right now it says status not connected. There's a the only option is a reset.
25:00
Speaker 2
I'm sorry? Okay, can you so your TV is connected wirelessly to the network, right? You did not wire it. Okay, can I do the steps that are showing there? What does it say? Yes. Try to reset.
25:00
Speaker 1
We cannot connect to your broadband router. I did. I got a new, a new box that says we cannot connect to the router. Please make sure your router is powered on. You can also try restarting your router by turning it on and off again. Are you sure you want to continue? And then it gives me confirm or continue or cancel. Wi-Fi using password, select your router, then enter your password to connect. So, I go to it says either Wi-Fi using Wi-Fi using password, select your router, then enter your password to connect to it or Wi connect to it, Agree to terms and conditions and set it up. It's the Netflix, it says Netflix with valid on top. Set up continue. Ok plays Limited use age All you right limited. Check if your network IP is bridged or not. Well, wrong. Ok, wrong. What's the. 200 and point. 00 works. Okay, No. 80. You can do it. It's not a gathering Okay to S. Jim, they're setting up. Yes, Jim, I think that's all. You're sure about that. Yeah, Jim. Pal is set up. Okay, Jim, hit 1234 and 2014. Wrong. Okay. So once you select it, it'll say, confirm? It'll allow you to do it again if not. Priority could be Wi-Fi connection. Throw that in there and it'll show you how to do that. So, your Wi-Fi will only show up on neighboring, but I do not know what you say that you want. It has Wi-Fi on select again to search or check you're doing all the steps and checks and all that. I forget what the movie is. I forget what the letter is. It'll tell us if it's set to the usb is wrong. Set to the password, USB is correct. So, I'll get you to the main login page and you previously login.
26:00
Speaker 2
All right. Did you press the reset? All right. Complete you. All right. Yeah. Select the network name.
26:00
Speaker 1
Press the WPS button on your router for at least 3 seconds. Okay. Press for 3 seconds. One 1,000, two 1,000, three 1,000. Okay. But it still says security. It looks like it's trying to connect. Oh, it says status connected. Okay. Okay. Any way I can go back to the home page? [silence]
27:00
Speaker 2
All right, only WPS. Okay, no options. Yes, I do press it for three seconds. The blue button, the blue button. [silence] Yes.
27:00
Speaker 1
oh, yes, it's working. You're a genius. It worked. It worked. Oh, thank you very much. You saved the day. No, no. Thank you so much. Okay. Okay. Okay. Yeah. Uh-huh. Um, one. Okay. Thank you so much. I appreciate it. Thank you. Thanks very much.
28:00
Speaker 2
You're welcome ma'am. And enjoy your Wi-Fi and have a good one bye for now.
29:00