V2 Rubric Detail — 0cc42ab0-756e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 16:58
Duration
7m 20s
Contact
917-805-2941
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
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

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall20.0% (-36.0)

V2 Grader Summary

The agent failed to resolve the issue, provided technically inaccurate guidance (default SSID, 5‑press method, app recommendation), and did not perform meaningful troubleshooting. Despite the router being out of warranty, best‑effort troubleshooting was not completed, and the call ended with email redirection without resolution, resulting in an Unresolved outcome.

V1 Case Analysis

Customer (MR6350) unable to set up router without app. Agent provided incorrect 5-press method (30-second hold), wrong LED meaning (solid blue = operational), and false default SSID ("bell setup"). Failed to recommend web-browser setup at http://192.168.1.1. Declared device out-of-warranty after serial lookup failure. No resolution achieved.

Troubleshooting Steps
  • Asked for and recorded the router model (MR6350).
  • Suggested the 5-press reset/pairing method (incorrectly described as a 30-second press-and-hold).
  • Requested the router serial number and attempted to look it up in the system.
Key Observations
  • Agent described the 5-press method as a 30-second press-and-hold ([01:00]), which is factually incorrect — it should be five quick presses within 3 seconds per universal_5press_models.md.
  • Agent incorrectly stated that a solid blue LED means the router is fully operational ([02:00]); for Velop devices, solid purple indicates setup readiness, and solid blue on MR6350 indicates pairing readiness, not full operation.
  • Agent provided a false default SSID of "bell setup" ([04:00]), which is not a Linksys default; correct defaults are based on model and are listed on the device label.
  • Agent failed to direct the customer to the current standard method: local web-browser setup at http://192.168.1.1 or http://myrouter.local, as required by universal_app_transition_notice.md.
  • Agent declared the device out-of-warranty and limited support to email only after a serial lookup failure, without offering any self-help resources such as KB articles or email instructions.
Positive Highlights
  • Asked for the router model early in the call ([01:00]).
  • Requested the serial number for verification ([05:00]).
  • Attempted to guide the customer through a reset process, albeit incorrectly.
Agent Errors / Gaps
  • Misdescribed the 5-press method as a 30-second press-and-hold instead of five quick presses ([01:00]), contrary to universal_5press_models.md.
  • Incorrectly interpreted solid blue LED as full operation; for MR6350, solid blue means ready for pairing, not that internet is working ([02:00]).
  • Provided a false default SSID ("bell setup") not associated with Linksys routers ([04:00]).
  • Failed to advise the customer to use the local web UI (http://192.168.1.1 or http://myrouter.local) for setup, which is the current standard per universal_app_transition_notice.md.
  • Incorrectly claimed the router is out-of-warranty without offering any self-help path such as a KB article or email with instructions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ended call stating phone support no longer available and redirected to email without resolving setup or confirming outcome.
R2 Not Met Diagnostic thoroughness conf 90%
Agent gave reset instructions without verifying Wi‑Fi list, internet connectivity, or confirming outcome; no meaningful troubleshooting performed.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified MR6350 as 5‑press compatible but suggested deprecated mobile app and omitted web‑browser setup; path misaligned for OOW best‑effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified model and LED status but did not ask key diagnostic questions (internet connection, Wi‑Fi SSID, web UI access).
T2 Not Met Appropriate tools / resources used conf 90%
No tools used — agent did not suggest accessing local web UI (http://192.168.1.1 or http://myrouter.local), which was appropriate and necessary per KB.
T3 Not Met No misinformation conf 95%
Agent provided multiple technical inaccuracies: default SSID as 'Velo' or 'bell setup', conflated 5‑press with factory reset, and advised deprecated mobile app per universal_app_transition_notice.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept call moving but did not set clear expectations or summarize next steps; call ended abruptly without closure.
C2 Partially Met Confirmed understanding conf 85%
Language generally understandable but included irrelevant gender question and confusing instructions that reduced clarity.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent handed customer off to email without fully attempting to resolve issue on the call, abandoning ownership.
O2 Partially Met Proactive follow-through conf 85%
Agent said receipt needed and support would continue via email but gave no timeline or concrete follow‑up plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within L1 scope (setup guidance).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no apology or empathy for customer's frustration or confusion.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to customer's confusion; gave irrelevant gender question and used inconsistent terminology.
X3 Not Met Overall experience conf 90%
Customer asked to repeat serial number, given unclear instructions, and redirected to email, increasing effort unnecessarily.
Call Transcript14 turns · 15 lines
Speaker 1
Welcome to the world. Did you already hold the reset button for ten seconds? Yeah.
00:00
Speaker 2
Welcome to Lynx 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.Linx.com. Please have your device serial number ready. For assistance, press one now. [silence] For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on the issue.
00:00
Speaker 1
you get the links app no i just do that [silence] I'm there. [silence] I'm just looking at my router box. I'm just trying to see how I can set up the wi-fi because I didn't buy this. This was just what my apartment has and I'm just trying to get it set up. I've unplugged and plugged it back in. It's just yep, it's Mr 6350. [silence]
01:00
Speaker 2
[silence] Hi, this is May from Leathes. How can I help you? [silence] Mhm. So if that's the case, then um what's the model number? I need the model number of this router. [silence] Okay, that's one of our mesh router. Actually, the easiest way to set it up is just the 5-press method, wherein you just need to press, release, press, release the reset button for about 30 seconds. Then, you're going to do that on your 2nd router, prepare to do the same action and then follow the mobile app after that. [silence] Are you male or female? Female. Okay. [silence]
01:00
Speaker 1
well i didn't touch it yet but it's it's been blue. okay. okay so i shouldn't five press it five times? okay. alright. yeah i don't know why it just like hold on sorry i'm looking again.
02:00
Speaker 2
there are settings button at the back five times, uh, only if there's setup mode, it's supposed to have a solid purple, or pink light, but what's the light status now? Mm. solid blue means it's already working, check your Wi-Fi list and the internet should already work, that's the l indicator which means it's up and running. No need, since it's already solid blue. Uh huh. Mm. if there's a setup name on the Wi-Fi list, if they already configured the name, then it will be different.
02:00
Speaker 1
Oh, so maybe it's a different name. Okay, so just maybe the name would be different, but the past will be the same. Okay.
03:00
Speaker 2
probably if they're already using it before, they have the Wi-Fi password. Then the default Wi-Fi name of that device is "Velo" setup or links is set up. So if you can see that, connect to it. The password is on the sticker underneath. Uh could be. It depends on how they configure their router. The Wi-Fi name and password. Yes they can personalize it. Maybe they remain the password the same, the one that is on the sticker underneath. Do you still have contact to the previous owner of the router? Maybe they still have the Wi-Fi name and password. If you can't uh if you there's no way for you to uh like communicate to them, the only way for
03:00
Speaker 1
so hold it down. And then press it five times to reset button. Okay. Okay. Okay, I'm doing that now.
04:00
Speaker 2
You want me to use this router? It's to have it reset and reconfigured for you to update its information, such as the Wi-Fi name and password, of that router by pressing and holding the reset button of that router and then the five press method. The Wi-Fi name will be back to the default, which is "bell setup". And the password is on a sticker underneath the router. [silence] Yeah. Press and hold until the LED goes off in front. And once, uh, just let go after, wait for it to turn back to purple or pink. [silence] That's the time you can do the five press reset method. [silence] Quick five press. The router will be set up after. [silence]
04:00
Speaker 1
Now, it's like white-ish? Blinking. Blinking. or pink, I can't really tell. Oh, it's blue, just not flashing now. but I'm looking to see if it'll show up. Yeah, it went off and then I pressed it five times, like, okay. Yeah. I have it. the one where it's like s like.
05:00
Speaker 2
Let the LED blinking stop, OK, so we'll leave it. And just wait for the LED to change to the solid purple or the solid pink. While we're waiting, can you have the serial number that's on the sticker underneath?
05:00
Speaker 1
slah N. And then I'll start to give her a three four and one zero M2 B a 1 2 3 5 8. Yeah, can you say it just one more time? Sorry.
06:00
Speaker 2
Yes, that one. [silence] So I have here three, four, Nancy, one, zero, Mary, two, Bravo Alpha, 1 2 3 5 8. Sure, it's a three, four, it's gonna be three, four, Nancy, one, zero, Mary, two, Bravo Alpha, 1 2 3 5 8. [silence] So it shows here there's no data. [silence] For now, I just assist you for free for usually for out of warranty router. [silence] We can no longer support via phone, only via email. Yours, the serial number of the router cannot be found here on our system, which means we need a receipt from you, so we can get the device was purchased within a year, but I guess you don't have that.
06:00