V2 Rubric Detail — 1267610e-7ad6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 14:05
Duration
15m 24s
Contact
Jean Kope
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00136339
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Router Not Working_MR7350

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall49.0% (-7.0)

V2 Grader Summary

The agent failed to follow the authoritative diagnostic flow for a solid red LED on an MR7350, skipping the modem power cycle and WAN cable check. Technical accuracy was compromised by claiming a 'pink' LED state, which is not supported by the KB. While ownership was maintained, the lack of tool-based diagnostics and incorrect technical guidance resulted in a partial resolution.

V1 Case Analysis

Customer (Gene Cope) reported MR7350 front LED flashing blue then solid red. Agent incorrectly stated solid pink indicates setup mode (correct is solid purple), performed factory reset, and advised 5-press method. No WAN verification was done. Issue unresolved; customer advised to contact ISP.

Troubleshooting Steps
  • Collected serial number and created ticket.
  • Guided customer through factory reset (hold reset until LED off).
  • Instructed use of 5-press method after reset.
  • Advised customer to connect laptop directly to modem to test ISP connection.
Key Observations
  • Agent incorrectly stated that a solid pink LED indicates ready-to-setup mode (correct color is solid purple per KB).
  • Agent instructed the 5-press method after a factory reset, which is not valid — 5-press is for pairing escalation, not post-reset setup.
  • No verification of WAN cable, modem status, or back panel WAN port LED was performed before resetting.
  • Agent mixed up reset and pairing procedures, causing confusion.
Positive Highlights
  • Collected serial number and created a ticket for the customer (transcript [07:00]).
  • Maintained a polite and professional tone throughout the call.
  • Correctly identified the solid red LED as indicating no internet (transcript [05:00]).
  • Advised customer to test modem directly with a wired laptop, which is a valid diagnostic step (transcript [10:00]).
Agent Errors / Gaps
  • Incorrect LED color description: claimed solid pink indicates setup mode (transcript [06:00], [07:00]); correct is solid purple (per ax_maxstream_wifi_connectivity.md and led_intelligent_mesh_consumer.md).
  • Incorrect post-reset procedure: instructed 5-press method after factory reset (transcript [08:00]); 5-press is not a setup step and is invalid after reset (per universal_5press_models.md).
  • Failed to verify WAN connection or modem status before recommending factory reset.
  • Did not check back panel WAN port LED to confirm physical link to modem.
  • Gave contradictory instructions: reset was performed, but then 5-press was advised as if it were a pairing step, which is not applicable post-reset.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
The router remained solid red after all troubleshooting; customer was directed to contact ISP without confirmation of resolution.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent performed factory reset and 5-press method but skipped core steps like checking WAN cable and power-cycling modem before resets.
R3 Partially Met Correct resolution path conf 85%
Agent chose a reset-and-ISP-contact path instead of first verifying the WAN connection, which is the recommended path for a solid-red LED on an MR7350.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent identified symptoms (LED behavior) and model, but failed to execute the logical diagnostic sequence for 'Red Solid LED' (Check ethernet cable -> Power cycle modem) as required by ax_maxstream_wifi_connectivity.md.
T2 Not Met Appropriate tools / resources used conf 95%
Agent relied solely on LED observations and did not use the router's web UI (192.168.1.1 or myrouter.local) to verify WAN status, which is a key diagnostic tool for connectivity issues.
T3 Not Met No misinformation conf 98%
Agent stated the ready-to-setup light could be 'solid pink or solid purple'. Per ax_maxstream_wifi_connectivity.md and led_intelligent_mesh_consumer.md, the only valid setup state for the MR7350 is 'Solid Purple'. 'Pink' is not a documented LED state.
Communication
C1 Partially Met Clear & professional language conf 89%
Call had long silences and unclear transitions (e.g., 'All right. Or tell me if it stops blinking.') disrupting flow.
C2 Partially Met Confirmed understanding conf 91%
Agent used simple language but introduced confusion with incorrect 'pink' LED claim and unclear 5-press instructions.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent created a ticket, stayed on call, and did not transfer—demonstrated ownership throughout.
O2 Partially Met Proactive follow-through conf 87%
Next steps (check modem, contact ISP) were given but no timeline or proactive follow-up commitment was made.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was warranted—agent appropriately continued L1 troubleshooting before ISP referral.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required; E2 is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Polite tone used ('No worries'), but minimal acknowledgment of customer frustration or repeated effort.
X2 Met Tone & rapport conf 92%
Agent adjusted pace, allowed time for customer to move and test, and remained patient during delays.
X3 Partially Met Overall experience conf 89%
Customer had to fetch pen, locate reset button in dark room, and get laptop—steps that could have been streamlined.
Call Transcript28 turns · 29 lines
Speaker 1
yes my um box keeps wet the light on it keeps flashing and it doesn't seem to be working uh the blue light yeah it flash it flashes the blue flashes and then it turns to red uh the model let's see here
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.linksys.com for more information about your product. Welcome to Welcome to Yeah. Hi. Hi, thank you for calling Linksys. My name is Ben and I'm going to help you today. Bob: The LED light keeps on flashing. What's the model of the router?
00:00
Speaker 1
M R 7350. Yes. Solid red. Uh, I think a couple, I think like a year ago we called, but first time this, yeah, first time with this problem. Yes, you are. Yes, it is. Yes, it's 33.
01:00
Speaker 2
[silence] MR 7 350. [silence] When you mentioned that the light turns red, what state is it? Is it flashing red or solid red? [silence] Awesome. [silence] All right. Before anything else, may I ask, is this your first time calling? [silence] All right. Am I speaking with Gene Cope? [silence] If the email address is genecope6@3@gmail.com. [silence] May I know the serial number of the branchless router?
01:00
Speaker 1
C-10-M28. Sorry. D04368. Yes. Uh, TBS. Um, I would say, I'm not quite sure. It's been, it's probably been a year or two. Yeah. Q-U-L.
02:00
Speaker 2
33C like Charlie, one one zero M like Mary, two eight, dee like David, zero four three six eight, and may I know who's the internet service provider as well? CDS, all right. How long have you had the router? Thank you very much.
02:00
Speaker 1
Well, I turned it off, but I can turn it back on. Let me see. Yeah, it's... and when I tried to reset it I had turned it off, but when I reset it it goes blue, but then it turns red again. But now, right now it is blue. Oh, and now it's blinking. Yeah, now it's blinking, so it probably will soon go red again. Okay. Still blinking. It takes a little bit. Sorry, it's still blinking blue. But blinking.
03:00
Speaker 2
So, right now, the light as of the moment is solid red. All right, go ahead and turn it back on. All right. Or tell me if it stops blinking.
03:00
Speaker 1
well, now it's like, now it stopped blinking, see? but it's blue yet. blue. now it is yes this the first time it did that it usually goes to red. okay it, it just turned red it's red just solid red.
04:00
Speaker 2
All right. What's the light it stop blinking and is it on a solid blue light? Let's just wait for two minutes double check if the light still stands stays the same color. Can you double check if the Wi-Fi is still working.
04:00
Speaker 1
okay, let me just find the reset button, is it the, let's see here, there's a red and a blue button.
05:00
Speaker 2
All right. We might need to perform a complete factory reset and set up the router all over again from scratch. Because right now it seems to be that it's not connecting to your TDS internet line. That's why it's turning to a solid red. In order to perform a factory reset, you just need to hold the reset button at the back of the router until the light at the front completely goes out. Once the light goes out, you let go of the reset.
05:00
Speaker 1
I'm not seeing it. Oh, yep, I see it, I'm sorry. Okay, it's kinda dark, kind of dark in this room. Okay, okay, it's out. Okay. Okay. Okay. Well, it just went blue again. Okay, that's what it's doing.
06:00
Speaker 2
No, there's a label called reset. It should be the red reset button. All right. You need to hold it until the light completely goes out. Once the light goes out, you let go of the reset button. The light that we're going to be looking for is either a solid pink or a solid purple light, which indicates it's in a ready to setup mode. All right. Blashing blue means that it's rebooting.
06:00
Speaker 1
Oh, okay. Hold one second. I'm just going to grab my pen. Okay, you can go ahead. Okay. Got it. did you got led lighting? okay. Oh, now it's pink.
07:00
Speaker 2
All right. I've already created a ticket number for you as well, which serves as your reference the next time you might need to call. If you have a pen and paper, you can go ahead and write it down whenever you're ready. Your ticket number is L, like Lima, T, like Tango, S, like Sierra, 00136339.
07:00
Speaker 1
okay. okay. press release. Alright, I did that the five times. It is turning white, like a light pink, whitish. Yes, now it's flashing. Okay.
08:00
Speaker 2
call five press method you're going going to press release wait second. Press release wait second five times on the reset button. What's happening on the light? Is it is it flashing? Now let's just wait for three to four minutes until that flashing light stops. Tell me what will be the light after?
08:00
Speaker 1
Hey, it's stepped. It's just kind of that way again. Oh, no, I'll just light the blue. solid blue. Okay. Very good. Thank you. And yours? Good.
09:00
Speaker 2
Solid blue. Observe for two more minutes. We need to observe if it stays that same color. Alright, your day, by the way. It's doing great as well. Is there any kind of outreaches that you are aware of or did this just happen? [silence]
09:00
Speaker 1
Oh, it just went red. Yeah. Uh, yeah, I have to get it out though, I hope it's charged. I don't use it very much anymore, I'm retired. Um, hold on one minute. You know what, it happened at it happened at one in the evening and we did get rain, so I'm not sure, but you were asking if anything could happened. So it Oh, the one downstairs is working. Oh, the one downstairs is working. So, let me get my computer, I'll be right with you. I had to go, but yeah, my sister's out, so huh, yeah. I don't know. Maybe they shut.
10:00
Speaker 2
on its own. Is it solid red? I see. Do you have either a laptop or computer that you can wire directly to the modem? Go ahead. All right. Go and check now. Okay. Okay, [silence] [silence] [silence] [silence] Okay, and the light's solid red still, correct?
10:00
Speaker 1
are you there okay I'm sorry about that I had to go and get the laptop okay um hold on one minute
12:00
Speaker 2
Yes, I'm still here. No worries there. Can you check if you're able to wire the laptop to the modem?
12:00
Speaker 1
I'm going to put my phone down for a minute so I can get my cord on here. OK. [silence] I might. I don't know. This doesn't seem to be working. Yeah. Okay, let me see. You know what, I'm starting to think it is their I'm starting to think it is their Wi-Fi because now that you say that, my phone is not working either. So maybe I need to contact them. Now that you say that. Yeah. Now that you say that, I'm sorry. Okay, that sounds good. I think I'm going to let you go and call them because I'm pretty sure now that you say that, I look this morning
13:00
Speaker 2
The LED light on the router is solid red right? So there's a possibility that either it's not communicating with the modem from TDF or there's no internet connection from them and we may need to ask you to contact them. That's why we need a computer or a laptop to be wired to their modem so we can verify that their device is working. Okay. I see. But once again, you don't have to worry on our end since you already have a ticket number, just in case you need to call us back, immediately provide us this ticket number, just in case and we can pull up the record to where we left off to as well. So I'll park you, Nate, I will park you, then I will park you as well, consequently. Okay, thank you. So it's over to what date? Same. Same, okay. [silence].
14:00
Speaker 1
mark and I have no no mail or no news, so something might be off. So I will call them and I I appreciate your help. And I will if I need to, I'll call back but I'm going to find out from them first. Thank thank you for your help. Bye-bye. All right.
15:00
Speaker 2
No worries. They are. Alright. Thank you so much for calling. Takes care and have a great day. Bye bye for now.
15:00