V2 Rubric Detail — 0ce1533a-64ff-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 19:03
Duration
8m 8s
Contact
Kristine Doyle
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00133007
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall58.0% (+26.0)

V2 Grader Summary

The agent collected customer details and promised email instructions but failed to verify warranty status or model type. Critically, the agent provided materially inaccurate technical guidance: falsely claiming the Linksys app can no longer be used and recommending the 5-press method on what is likely an SPNM60/62 (AT&T fiber, ISP-provided), which contradicts KB documentation requiring the Pair button. This renders T3 Not Met and prevents full resolution.

V1 Case Analysis

Customer unable to connect Linksys router to AT&T fiber; agent advised reset, wired connection, and 5-press setup without verifying model or validating LED behavior. Warranty status assumed. Email instructions promised but no resolution confirmed.

Troubleshooting Steps
  • Advised 30-second factory reset of the router
  • Instructed to connect router’s WAN port to AT&T modem via Ethernet cable
  • Incorrectly stated LED would turn solid purple after reset (inaccurate)
  • Incorrectly stated the Linksys app can no longer be used
  • Recommended 5-press pairing method without model verification
  • Offered to send email instructions
Key Observations
  • Agent did not verify the router model, making all technical guidance potentially invalid.
  • Agent provided factually incorrect LED color guidance: solid purple after reset is not correct for any mainstream Linksys model (KB reference: LED states for SPNM, MX, MR, WHW, and LN series show solid blue or white, not purple).
  • Agent incorrectly stated the Linksys app can no longer be used to set up routers, which contradicts current KB guidance.
  • Agent recommended 5-press pairing without confirming model compatibility, risking customer confusion or failure (KB reference: 5-press pairing is only valid for specific models like WHW03, MX6200, MBE7000, and LN series).
  • Agent declared the device out of warranty without performing a warranty lookup or citing evidence, violating protocol.
Positive Highlights
  • Collected serial number, customer name, and email address ([01:00]–[02:00]).
  • Correctly emphasized the need for a wired Ethernet connection between the router and AT&T modem ([07:00]).
  • Offered to send email instructions, providing a self-help path for the customer (RESOLUTION).
Agent Errors / Gaps
  • Did not collect or verify the router model number, a critical omission for accurate troubleshooting (PROTOCOL, ACCURACY).
  • Provided factually incorrect LED color guidance: claimed solid purple after reset ([05:00] 'the light was turned two purple'). No mainstream Linksys model uses solid purple as a post-reset ready state (ACCURACY).
  • Incorrectly stated that the Linksys app can no longer be used to set up routers ([05:00] 'we can no longer set up routers using the Linx app'). This is false and contradicts current KB guidance (ACCURACY).
  • Recommended 5-press pairing method without confirming model compatibility ([05:00] 'press the reset button five times'). This method is only valid for specific models (e.g., WHW03, MX6200, MBE7000, LN series) and may not apply to the customer's router (ACCURACY).
  • Declared the device out of warranty without performing a warranty lookup or citing evidence ([05:00] 'it's no longer under warranty'). This violates protocol for eligibility determination (PROTOCOL).
  • Did not validate any step outcomes: no confirmation of reset success, LED change, or app behavior post-reset (EFFICIENCY, RESOLUTION).
  • Failed to confirm the customer's phone number, a basic contact requirement (PROTOCOL).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent only promised to email instructions; the router was not set up or confirmed working during the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about the router light and ISP, then instructed a reset and 5‑press method, but did not perform deeper diagnostics.
R3 Not Met Correct resolution path conf 92%
Agent assumed the router was out of warranty without verification and gave a 5‑press procedure that is invalid for many ISP‑provided SPNM models.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified the symptom (router not connecting via app, red/blinking light) but did not isolate the root cause or ask key questions about model or firmware.
T2 Met Appropriate tools / resources used conf 90%
No additional tools were required for a simple reset; the agent used the appropriate knowledge base steps instead of unnecessary tools.
T3 Not Met No misinformation conf 95%
Agent stated 'we can no longer set up routers using the Linx app' — a false claim; also recommended 5-press on an ISP-provided SPNM model, which contradicts KB: SPNM60/62 use Pair button, not 5-press.
Communication
C1 Met Clear & professional language conf 94%
Agent kept the conversation on track, asked for required information, and guided the customer through next steps without losing control.
C2 Met Confirmed understanding conf 93%
Agent used plain language, repeated instructions when asked, and confirmed understanding, matching the customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent did not transfer the call, took responsibility, and promised to send the email instructions.
O2 Met Proactive follow-through conf 95%
Agent gave a clear next step – email the setup guide – and indicated it would be sent immediately after the call.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a basic setup issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite but offered limited empathy; no explicit acknowledgment of the customer’s frustration beyond a brief apology when asked to repeat.
X2 Met Tone & rapport conf 92%
Agent adjusted pace when the customer asked for repetition and maintained a courteous tone throughout.
X3 Met Overall experience conf 94%
Agent collected the needed information once, avoided asking the customer to repeat details, and provided a direct email solution.
Call Transcript12 turns · 14 lines
Speaker 1
Welcome to the following. [ silence ] Hi, I have a Linksys, I guess I call it a re router I don't know if that's the right terminology for it. And I just got on new Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [ silence ] ]\ Welcome to the following. [ silence ] Hi, I have a Linksys, I guess I call it a re router I don't know if that's the right terminology for it. And I just got on new
00:00
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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Troy Again. Who can help you today?
00:00
Speaker 1
I got a new internet, and it is fiber optic. It's all Wi-Fi. So, I am wondering how to connect my Linksys router, which used to connect directly to the cable. I'm wondering how to connect that now. The serial number. 2-9 V, like Victor, 1-1, M, like Mary, 2-9, A, like Apple, 1-9-7-5-0. It is now AT&T. Kristen Doyle.
01:00
Speaker 2
Okay. Um, may I have the phone number of your legal device, please? Yes, Ms. [silence] And who is your internet service provider? AT&T. Um, may I have your first and last name, please? How do you spell your last name?
01:00
Speaker 1
It's D-O-Y-L-E. [silence] It's K-R-I-S-T-E-N. It's Chrissy Jo, that's K-R-I-S-S-Y-J-O 234@yahoo.com. Correct. [silence] The router is solid white.
02:00
Speaker 2
[silence] Is Chris spelled as C-H or K-? Okay. And lastly your email address. Okay. So, yeah [silence] um you make sure you can access your router to your new modem through the internet port and you need to reset your router first. Um right now what is the light of your router? OK.
02:00
Speaker 1
[KEEP_UNCERTAIN] The router was just installed this morning by AT&T. I'm sorry. Can you speak that again? Well, I tried to go on uh Chucky Go Chucky Yeah The router was just installed this morning by AT&T. I'm sorry. Can you speak that again? Well, I tried to go on Chucky beep downloaded the link cis app and trying to connect that to the router and it's not connecting. on the router? Oh, the route the the link cis the link cis is blinking red. Okay. all right. [silence]
03:00
Speaker 2
Okay, but right now, what is the light at the top? Is it solid blue or red? [silence] Yeah, it's the Linksys router. [silence] Okay, so um, before you reconfigure or set it up, you need to reset it first. [silence] You need to press and hold the reset button at the back for 30 seconds, so that your router will go back to default settings. [silence] And then after that, just wait for the router [silence] Waiter to boot up. And the light Was turned two purple that means it's ready for setup. And by the way, ma'am, um, we can no longer set up routers using the Linx app. So you need to use the different method instead. Um, once it turns solid purple, you can just press the reset button five times to set it up automatically that the Linx app if you want to change its name and password. And um regarding With this one also with the warranty status of your router, it's no longer under warranty, so we can no longer provide free technical assistance. But you can avail our paid service that's $15 per hour, or I can also send you an email instructions for free.
04:00
Speaker 1
Can you send me the email instructions? I'm sorry, can you repeat that again? I'm just having a hard time understanding you. Okay. Okay. All right. And this router, can you just answer this question? This new-this Linksys that I have should be able to connect with my Wi-Fi only Fiber-Optic AT&T router, right?
06:00
Speaker 2
Yeah, sure. I'll send you the instructions for the setup guide. Um, since we have three methods, including the app, the five press or the web interface, um, just use the five press method or the web interface method to set up your router. All right? So I'll send you the instructions. So since we can no longer set up the router using the Linksys app, just use the five-press method or the web browser method. So I'll be sending you the instructions for that to set up your router. All right, so
06:00
Speaker 1
As long as it's what? Connected via Wi-Fi? It needs an ethernet cable. Okay, that's what I wasn't understanding. Okay, I will work on that then. That might be what my issue is too. But if you could send me the, um, the information via email, that would be wonderful. Okay, thank you. [silence]
07:00
Speaker 2
Yes ma'am. It should be compatible as long as it's connected directly to your inter, um, modem, to your AT&T modem. As long as, as it is connected to the AT&T modem with, using ethernet cable. It needs a wired connection. okay. All right. So, I'll just send you the email instructions right away after this call. [silence] You're welcome. Thank you for calling Linksys ma'am. Have a good one.
07:00