V2 Rubric Detail — 19ae8166-76f0-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-03 15:01
Duration
19m 49s
Contact
Tony Stephens
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00135787
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Certain Websites Don't Work_MR7350
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution4.06/5
Technical2.81/5
Communication2.50/5
Ownership4.29/5
Escalation5.00/5
Customer Exp0.71/5
Overall67.4% (+11.4)

V2 Grader Summary

The customer's issue was resolved as confirmed by their statement that Reddit and Twitch worked after the reset. The agent performed a correct standard factory reset (not the 5-press method) on the MR7350, which is technically accurate per KB. While troubleshooting was incomplete (skipping wired test confirmation) and communication/empathy were lacking, the outcome was successful and ownership was demonstrated.

V1 Case Analysis

MR7350 selective site access issue; agent performed 5-press escalation (mischaracterized as factory reset), reverted to default Wi-Fi credentials, issue resolved. Warranty status incorrectly reported as expired despite same-day purchase.

Troubleshooting Steps
  • Verified device model MR7350
  • Collected serial number and customer contact details
  • Incorrectly assessed warranty status as expired
  • Performed 5-press method (misrepresented as factory reset)
  • Instructed customer to reconnect using default Wi-Fi name and password from router label
  • Confirmed site access after reset
Key Observations
  • Agent incorrectly described the 5-press method as a factory reset, which is a serious technical inaccuracy (ACCURACY failure). The 5-press method is an escalation procedure, not a reset, per universal_5press_models.md.
  • Agent falsely claimed the router was out of warranty despite customer stating it was purchased the same day (PROTOCOL and COMMUNICATION failure).
  • No basic diagnostics performed (e.g., test at modem, wired connection) before resorting to reset procedure (EFFICIENCY and PROTOCOL failure).
  • Agent used unclear phrasing ('valve setup') for default SSID, likely a misstatement of 'Velop setup' (COMMUNICATION issue).
  • Despite inaccuracies, the 5-press method successfully resolved the issue, and customer confirmed resolution (RESOLUTION success).
Positive Highlights
  • Collected correct model number (MR7350) and serial number (33C10MA2CA05922) from customer.
  • Confirmed resolution with the customer after the procedure, verifying access to Reddit and Twitch.
  • Provided clear post-reset instructions to connect using default SSID and password from the router label.
Agent Errors / Gaps
  • Stated that pressing the reset button five times performs a factory reset (incorrect — per universal_5press_models.md, it triggers an LTS escalation, not a reset).
  • Provided an inaccurate warranty status, claiming the router was out of warranty despite customer confirming same-day purchase.
  • Used incorrect terminology for default Wi-Fi name ('valve setup' instead of 'Velop setup' or reference to label).
  • Failed to perform standard connectivity diagnostics (e.g., test at modem, wired connection) before recommending reset.
  • Did not clarify that the 5-press method does not erase settings, potentially misleading the customer about the nature of the procedure.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms after reset that Reddit and Twitch now work: 'both of them worked just fine' and says the issue is fixed.
R2 Partially Met Diagnostic thoroughness conf 75%
Agent asked about wired connection and ISP, then moved to a factory reset without confirming wired test results; some steps (DNS check, ISP test) were skipped.
R3 Met Correct resolution path conf 90%
Agent identified the router as out‑of‑warranty, sent a receipt‑upload link, performed a reset, and provided a solution rather than dismissing the out‑of‑warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the symptom (certain sites not loading), asked about wired test and ISP, but did not fully isolate the root cause before resetting.
T2 Not Met Appropriate tools / resources used conf 90%
Agent never confirmed customer performed wired test to modem; relied solely on verbal description of partial connectivity, violating T2 requirement to use necessary tools.
T3 Met No misinformation conf 95%
Agent instructed customer to hold reset button until light goes out (standard factory reset for MR7350), not the 5-press method; this is correct per universal_factory_reset.md.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained structure but lost control during repetitive 'Mhm' responses and failed to manage customer confusion when the reset process was misunderstood (purple/white light confusion); transitions were abrupt.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but introduced unexplained jargon ('network adaptive setting') and gave no comprehension checks; customer had to infer meaning, indicating poor adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed reset, handled receipt request, and did not transfer — demonstrated full ownership.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps: reset router, connect to default Wi-Fi, test sites, and upload receipt via email link.
O3 Partially Met Closure confirmation conf 80%
Agent asked if it was first call but did not reference or avoid re-asking any prior troubleshooting steps; no use of case history despite customer mentioning previous attempts.
Escalation Judgment
E1 Met Correct escalation decision conf 98%
No escalation was needed — issue was resolved on the call; decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer frustration, offered no apology, and showed no empathy despite customer expressing confusion and repeated issues.
X2 Not Met Tone & rapport conf 90%
Agent used robotic 'Mhm' responses, failed to match customer's pace, and did not adjust tone during confusion — customer had to guide the interaction at points.
X3 Partially Met Overall experience conf 85%
Agent reduced effort by guiding reset, but added unnecessary steps: serial number, email, phone, receipt upload — without explaining why each was needed, increasing customer burden.
Call Transcript37 turns · 37 lines
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, depending on your, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
Hi, my name is Tony Stevens and I just got a Linksys router and I tried to hook it up and some things allow internet access and some things don't. So I don't know how to fix it. I've restarted the modem. I've restarted the router. Hello? No, so that's what's weird. Well, I mean, that's kind of what's weird. It's so like my laptop, it says act it says there's no connectivity and actions required and I go click on what it tells me to click on and it takes me into the Linksys app, but then it doesn't do anything. But if I open up Google, it'll let me go to Facebook, but not let me go to Reddit, but it'll let me search on Facebook. Right? On my phone, it'll let
01:00
Speaker 2
Hi, thank you for calling LinkSys, my name is Ven, and I'll help you today. Mhm. Some devices can connect and others can't connect. Mhm. Mhm.
01:00
Speaker 1
Let me search on Google, but if I try to click one of the like banner ads in the Google, it says it can't connect to it. Right. It's, uh, it says it's Linksys mesh, uh, m7350. I'm sorry? Good light. Uh, there is a blue light on the front, right under the word Linksys. Yes. There's a blue light under the word Linksys that is solid blue.
02:00
Speaker 2
What's the the model of your router as well? And what's the light on the MR7350 What's the light on the MR7350? The LED light is solid blue. So just to confirm your laptop and your.
02:00
Speaker 1
Yeah, yeah, yeah, they're both connected to the router. But there's a seems to be a slight problem getting for some things getting from the router to the internet. Like I said, my laptop, once I open up my internet browser and go to my homepage, I can click on the what would be the Facebook link, and it goes there just fine. But it won't go to the Reddit link. Right? And then I can Google Linksys and go to your website, but I can't go to Reddit's website. And I can't go to Well, my laptop doesn't have my phone.
03:00
Speaker 2
that your phone is able to connect to the Wi-Fi the Wi-Fi of your Linksys.
03:00
Speaker 1
hold on. um holds been blocked by network security. what? Well, hold on. Yeah, hold on, hold on. Let me try switch. Twitch works fine. Hold on. Let me try.
04:00
Speaker 2
Cause there's a possibility that it might not be a Wi-Fi issue but rather a link issue.
04:00
Speaker 1
Yeah, so on my laptop, it won't let me go to Twitch, but I can go to Twitch on my data. So it's definitely there's some connection issue between the router and the internet on some websites because, like I said, I can't go to Twitch on my laptop, but I can go to it on my data. Uh no, I'm not. My uh I'm not um but I have a Lexus that's wired directly to the router and it works just fine. Vocoder: I don't know.
05:00
Speaker 2
Yeah. Just to also confirm, are you able to wire your laptop directly to the modem? Mmm, I see. Because since as you mentioned, there are several sites that seems to be having an [silence]
05:00
Speaker 1
Yeah, well, but Twitch is one of those sites. I mean, they wouldn't block Twitch, I guess they could block Reddit, but I don't think they would block Twitch. hold on, hold on. Right. Okay, but I I I have a I I, on my laptop, when I go to connect to the Wi-Fi, it says, Action needed, no internet, open browser and connect. I click on it, it opens up.
06:00
Speaker 2
Is there a possibility that it may be being blocked by your ISP? It's not because they're choosing to block it, but rather just for protection services. Yes, because by default uh your Linksys router does not block anything and the only time they block websites is if you manually block it yourself.
06:00
Speaker 1
opens up the linksys website and it quite literally says linksys smart wifi dot com numbers numbers numbers dynamic uh... develop blocking html and it says continue to linksys smart wifi there's a link here i click on it i click on it and nothing happens it's telling me to download your app which I have downloaded uh I don't know but it's probably been a while since I've called uh my old linksys router lasted me I think six or seven years which is why I bought another linksys router sure yes
07:00
Speaker 2
before anything else, may I also ask, is this your first time calling?
07:00
Speaker 1
No, p-H-S-T-E-P-H-E-N-S. Would be a-E-S-T-E-P-H-E-N-S-T-E-P-H-E-N-S-T-E- at gmail.com. I'm 70s, I'm sorry. Steven. 75 at gmail.com. Oh, okay. It says, 33C10MA2CA 05922, hold on. Yes, 22. [silence]
08:00
Speaker 2
thank you so much. What about the email address? All right. Thank you so much for that one. phone number you're currently calling as well as it 814 449 9489. Can you provide me the serial number of the MR7350 that you have?
08:00
Speaker 1
Because the next step is prerequisites. yes. correct. um. spectrum, sorry. Yes. Spectrum Internet. Ohio Spectrum Internet, I guess for this baby. I purchased it yesterday, it came to me through Amazon and shipping today. [silence]
09:00
Speaker 2
to confirm was it to confirm was it three three seat like Charlie one zero one like Mary two Charlie alpha 05922. alright and may knows the internet service provider [silence] section. alright thank you so much. alright uh may I know when did you purchase the router? Was it just today? alright. do you still have a copy of your receipt?
09:00
Speaker 1
Probably. Okay, hold on. I gotta see if the receipt's in the bag. I threw away already.
10:00
Speaker 2
All right. Thank you so much for that one. Uh the reason that's too why we've asked if you still have a copy of the receipt based on the serial number of your of the MR7350 that you have print. It currently reflects here that the router is no longer in warranty. Uh since as you mentioned, you just recently purchased the router, we will be asking a copy of the receipt. We'll be sending you a link to where you'll be able to attach it so that we can confirm the unit and the receipt to validate the warranty status based on the customer purchase that was made.
10:00
Speaker 1
Okay. You're still there. Okay. That going to mind. I rebooted the router, the modem, um, twice. You said, I mean, it says, like, it says, when I open up the dashboard, it says I'm connected just fine, but, um, some things, like I have a, I have a game on my phone and on my laptop that it won't let me play either one of them. Okay.
11:00
Speaker 2
Yes, I'm still here. I may ask, have you already rebooted your router? Mm-hmm. Mm-hmm. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Mm-hmm. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Mm-hmm. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Mm-hmm. Uh-huh. Uh-huh. Let's try factory resetting your router one more time. Hold the reset button on your Linksys router until the light completely goes out. Mm-hmm.
11:00
Speaker 1
[silence] sure can't say that perfect
12:00
Speaker 2
it's the red, reset button. once the light goes out at the front you let go of the reset button. [silence]
12:00
Speaker 1
what the we're kind of gonna receipt for it yes
13:00
Speaker 2
Right.
13:00
Speaker 1
Okay? On the reset button five times press release. Okay, 1, 2, 3, 4, 5. It's a purple light still. No, it's a solid it's a solid purple light. One, two, three, four,
14:00
Speaker 2
so we're going to be doing what we call the I press method. You're going to press release, wait a second, press release, wait a second five times on the reset button. Yes. Is is blinking or still on solid light? Try doing it again. So, quick press, quick release, wait a second, quick press, quick release, wait a second. Five times.
14:00
Speaker 1
no it's uh like white light okay right noe okay for trying to. cuz I bought it from Amazon and I'm trying to find the receipt
15:00
Speaker 2
All right. Wait for three to four minutes until that white light stops blinking. Since we just performed a factory reset, it completely reverts the router back to its original state, where no blockings or any kind of configuration is done. So this is to confirm if the router really is blocking it or maybe a possible internet issue coming from Spectrum instead. So we've already sent you an email to where please you register the Linksys router there attached with your receipt. Uh you can do it after the call. [silence]
15:00
Speaker 1
Just asking if I want to buy it again, I'm like no. Taste it. yes yes it's it's got a blue light again hold on um, you said it's under the router like on the bottom of it
16:00
Speaker 2
You can. I see. So, specifically, the sites that you're having trouble was Reddit and Twitch, right? Alright, so since we reverted back to its original state, the WIFI name should revert to either valve setup or Linxus setup. The password should be also underneath the router. So please connect your laptop to that WIFI name. Yep. Yes, look underneath it, there's a WIFI name and a password. [silence] Okay. [silence] [silence] Oh, okay. Try to toggle it. There's an... There's a... There's a, like, a toggle where I can re-enable. Re-enable what? The network adaptive setting. [silence] The network setting, the network adaptive setting.
16:00
Speaker 1
Okay. Okay. Well, that fixed it, whatever, whatever that did fixed it. Yeah, yeah, yeah, yeah.
17:00
Speaker 2
Find that Wi-Fi name on your laptop and use that password to connect to the Wi-Fi. [silence] All right. Can you, have you tried Twitch and Reddit?
17:00
Speaker 1
First thing I did as soon as it said that it was connected was I went to Reddit. Yeah, both of them worked just fine. Now I just need to uh okay. Oops. Uh one second. Well, I mean, if it's fixed on the laptop, I'm positive it's fixed on the thing. I'm more interested in making sure I get the receipt for you guys. Um, I appreciate all your help. Um, I don't think there's anything else you can do for me. Today I needed fix all of my problems. Your service has been 100% plus satisfactory. Your professionalism and
18:00
Speaker 2
All right. All right. So in this case, we highly do advise to just stay on the default Wi-Fi name for now instead of personalizing it. Can you also test it on your cell phone? You mentioned the same problem also happens there? [silence] Huh?
18:00