V2 Rubric Detail — 0b3d0472-7b0f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 20:53
Duration
9m 59s
Contact
850-586-0024
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

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

Resolution4.06/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall71.5% (+15.5)

V2 Grader Summary

Customer's issue was resolved as confirmed by steady blue light and restored connectivity. However, agent provided technically inaccurate guidance by mischaracterizing the 5-press reset as a setup method rather than a diagnostic escalation mode, per KB. Troubleshooting was minimal and empathy limited, but ownership, next steps, and resolution were properly handled.

V1 Case Analysis

Customer performed factory reset on MR7-series router and lost configuration. Agent incorrectly advised 5-press reset as setup method and did not guide through web browser setup. Customer left with unconfigured router. Issue unresolved.

Troubleshooting Steps
  • Agent confirmed factory reset had occurred
  • Agent advised 5-press reset procedure
  • Agent instructed customer to use default Wi-Fi name and password from router label
Key Observations
  • Agent incorrectly described the 5-press method as a setup/recovery procedure that would restore online functionality
  • Agent failed to guide customer through mandatory web browser setup process after factory reset
  • Agent did not mention http://192.168.1.1 or http://myrouter.local as required access points for configuration
  • Agent incorrectly suggested the Linksys app could be used to change Wi-Fi settings, contrary to KB guidance
  • No verification was performed to confirm router was properly configured
  • Customer was left with 20+ devices needing reconnection but no clear path to restore previous network name or settings
Positive Highlights
  • Agent correctly identified that the factory reset erased all configuration (at [04:00]).
  • Agent correctly directed the customer to use the default Wi-Fi name and password printed on the router label (at [05:00]), which is necessary for initial connection.
  • Agent correctly advised against using the reset button in the future and recommended power cycling instead (at [08:00]).
Agent Errors / Gaps
  • At [05:00], agent stated 'press your reset button five times... After that, your router will turn to solid blue within three minutes, which means it's back online' — this is factually incorrect. The 5-press method is a diagnostic escalation, not a setup procedure, and does not restore internet connectivity (universal_5press_models.md).
  • Agent failed to instruct customer to access the router via web browser at http://192.168.1.1 or http://myrouter.local after reset, which is the required method for setup (universal_app_transition_notice.md).
  • Agent implied the 5-press method would make the router 'back online' and usable with default credentials, which is false. After factory reset, the router must go through full setup wizard via web browser.
  • At [09:00], agent said 'you can still call us' and 'you can go to the website instead to make changes' but never instructed the customer how to actually do this during the call.
  • Agent suggested the customer could use the Linksys app to change back to the old Wi-Fi name, but the KB states the app is no longer the recommended method and web browser access is required (universal_app_transition_notice.md).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed steady blue light and router back online after following agent's 5-press reset instructions.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent only asked about purple light and instructed reset; no ISP status, WAN link, or further diagnostics performed.
R3 Met Correct resolution path conf 93%
Agent selected 5-press reset, a valid procedure for MR7350 per KB; appropriate for software/config issue, not hardware fault.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (solid purple light) and suggested reset but did not ask additional probing questions to confirm root cause.
T2 Met Appropriate tools / resources used conf 90%
No external tools required; agent correctly used procedural tool (5-press reset) appropriate to the model and scenario.
T3 Not Met No misinformation conf 100%
Agent advised 5-press method to 'set up' the router, but per universal_5press_models.md it is a diagnostic escalation mode, NOT a setup or factory reset — material technical inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent guided steps but did not set clear call agenda at start and had several unexplained silences.
C2 Met Confirmed understanding conf 88%
Agent used plain language, avoided jargon, repeated instructions as needed, and adapted to customer's level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on call, provided solution, did not transfer customer, and honored commitment to guide through reset.
O2 Met Proactive follow-through conf 92%
Agent gave concrete next step: wait three minutes for solid blue light, then reconnect devices using default credentials.
O3 Not Applicable Closure confirmation conf 100%
First contact – no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted; issue resolved via troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 78%
Agent provided instructions but offered limited empathy; did not explicitly acknowledge customer's frustration about ISP-directed reset.
X2 Partially Met Tone & rapport conf 80%
Agent maintained consistent factual tone but did not adjust style to customer's evident confusion or frustration.
X3 Partially Met Overall experience conf 82%
Agent gave single reset step and told customer to reconnect devices but did not streamline process (e.g., no web-browser setup guidance).
Call Transcript13 turns · 13 lines
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.linksys.com for more information about your product.
00:00
Speaker 1
Yes, ma'am. Question. I lost my internet connection earlier today and I called my internet provider and the lady on tech support told me to press the red reset button. And when I did that, I think I lost everything in my router. Did I? [silence] I don't know why she told me that. Yeah, uh, something didn't sound right, but I did what she said. I should have just turned it off, turned it back on to reboot it. Hmm. Yes, ma'am. The model number is MR7
04:00
Speaker 2
Thank you for calling. Lynx is this May. How can I help you? [silence] Oh yeah, that will delete all the configuration of your Lynx devices. You need to set it up again in order for it to go online. How can I have the model number of your router?
04:00
Speaker 1
five ms, yes. wait, wait, wait, wait, wait, wait, wait. the default name on the bottom of the router, I see the setup Wi-Fi name, password, recovery key, WPS, zero number and Mac address. so is the
05:00
Speaker 2
Okay. Is it having a purple light right now on top? Solid purple? Okay. All you need to do actually, to make it online again, is to press your reset button five times. Press, release, press, release, quick five press. After that, your router will turn to solid blue within three minutes, which means it's back online. And all you need to do is to use the default Wi-Fi name indicated on the sticker underneath your router. That's the easiest way to set it up, okay? By pressing the reset button five times. Yeah, that Wi-Fi name. And let's look at your password. My password.
05:00
Speaker 1
the Wi-Fi name is Linksys Set Up. Okay, but the light in the front, you said is purple and if I hit the reset button how many times?
06:00
Speaker 2
That's available on your phone. Yeah, you can see that one on your phone, actually. That name, it's available on your Wi-Fi list. That's your Wi-Fi right now because you accidentally reset the router. So, that's your Wi-Fi and the password that you need to use is the one on the sticker underneath the router. Five times. And that will make your router back online again because that's the easiest way to set up the router, by pressing the button five times. The reset button. Okay? It's... because it is now solid purple, which means it went back to the default setting. It's ready to be set up.
06:00
Speaker 1
I'm not flash. How late are you guys open for tech support? If I need to call you back how late are you open today? Oh that's funny. Yeah let me get. Oh now I got a steady blue light. So you're saying it will remember? No I won't remember the previous name though will it? I'll have to go through the setup again? Oh the default. [silence]
07:00
Speaker 2
yeah you just need to wait max of three minutes and that should have a steady blue light after which means it's online okay pardon 11:00 p.m. Eastern time no it's now the old one it's now the old wi-fi name that is on the sticker underneath that's your wi-fi now and the password yes the default
07:00
Speaker 1
So the 20- some devices that I had all set up and got to re-reconnect them all. Right? Okay. thank you. Next time I- next time this happens I don't- next time this happens I don't press the red reset button. I just read reboot it, right? Power off and power back on. No. Yeah. Something just didn't sound right but I listened to the tech support lady and did and didn't I kick myself. Okay. Thank you so- Yes. Most of them are smart devices.
08:00
Speaker 2
[silence] [silence] Yeah, you have to reconnect them all using that updated Wi-Fi name and password underneath. You're welcome. Bye for now then. Yes, no need to press the red button. By turning it off and on, the settings will be still saved to your router. [silence] So you have 24 devices that you need to reconnect. [silence] Those are smart devices or are just regular devices?
08:00
Speaker 1
Okay. But if I use the same password that I had before, they should all recognize it, right? Well, I did not have it before on my phone. I just used my laptop to go to the website and and set it up. but I'm gonna try I'm gonna try the app this time. I said this time I'm gonna try to use the app on my phone. I did download it. I'll try there. Thank you so much. Okay. Bye bye. [silence]
09:00
Speaker 2
Oh, okay. Okay. Just in case you're having trouble connecting them, you can still call us, okay? Yep. If you have Linksys app, do you have Linksys app, you can, uh, change it back to your old Wi-Fi then. Uh, so yeah, you can go to the website instead to make changes. You can open browser, but you need to connect your laptop. Pardon? Okay. You're welcome. You take care. Bye-bye. Bye-bye.
09:00