V2 Rubric Detail — 223f2bd6-7eb7-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 12:34
Duration
12m 55s
Contact
770-800-1242
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00136832
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wi-Fi Connection_MR6350

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication5.00/5
Ownership4.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall72.6% (+14.6)

V2 Grader Summary

The agent correctly used the 5‑press method for the MR6350 and identified the flashing red light as an ISP line issue, advising the customer to contact Xfinity. While the troubleshooting was partially thorough and the communication was empathetic and clear, the issue was not resolved during the call, resulting in a partial resolution outcome.

V1 Case Analysis

MR6350 flashing red after storm – performed 5-press reset, advised customer to test ISP line via laptop Ethernet and contact Xfinity. Customer lacks Ethernet port.

Troubleshooting Steps
  • Collected model number (MR6350), serial number, customer name, email, and phone.
  • Performed 5-press reset on the MR6350 router (correct procedure per KB).
  • Observed LED status changes (white blinking, then flashing red).
  • Advised testing internet connectivity by connecting a laptop directly to the Xfinity modem.
Key Observations
  • Agent correctly identified flashing red as a WAN connectivity issue and applied the 5-press method, which is valid for MR6350 (per universal_5press_models.md).
  • Failed to verify WAN cable connection or modem status before performing reset ([04:00]).
  • Long silences and lack of active guidance reduced call efficiency and clarity ([04:00], [06:00], [07:00]).
  • Did not adapt troubleshooting when customer lacked Ethernet port on laptop ([09:00]), missing opportunity to suggest alternative verification (e.g., mobile hotspot, different device).
  • Provided ticket number and clear next step (contact Xfinity), which supports operational closure.
Positive Highlights
  • Accurately identified the flashing red LED on the MR6350 as indicating no WAN/internet connectivity (consistent with KB guidance in adjacent_gaming.md and universal_factory_reset.md).
  • Correctly applied the 5-press reset method, which is supported on MR6350 (per universal_5press_models.md).
  • Successfully collected serial number, email, phone, and model number from the customer ([01:00]–[03:00]).
  • Provided a ticket/reference number (LPTS600136832) for follow-up ([05:00]).
  • Correctly advised that the issue likely lies with the ISP (Xfinity) when the router fails to detect internet after reset.
Agent Errors / Gaps
  • Did not confirm the WAN cable was securely connected between the modem and router before initiating the 5-press reset ([04:00]). Basic physical verification is a standard troubleshooting step per KB.
  • Failed to obtain the customer's name on first request despite having spelling ([03:00]); required repetition.
  • Suggested using an Ethernet cable on a laptop that does not have an Ethernet port, without offering an alternative method to verify ISP connectivity ([09:00]).
  • Did not confirm the modem's own status or LED indicators, which could have provided additional insight into ISP-side issues.
  • Allowed extended silences ([04:00], [06:00], [07:00]) without explaining delays or maintaining engagement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent concluded with no resolution, directing customer to contact Xfinity without confirming if the issue was truly external; the Linksys device remained non-functional and no RMA, escalation, or confirmed workaround was provided.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent performed the 5‑press method and suggested a laptop Ethernet test, but omitted key steps such as power‑cycling the modem/router, checking WAN IP status, or confirming cable connections.
R3 Partially Met Correct resolution path conf 88%
Agent correctly identified potential ISP issue but prematurely terminated troubleshooting; best‑effort support for out‑of‑warranty devices (MR6350 is older model) requires full L1 diagnostics (power cycle, cable check, WAN status) before directing to ISP.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified flashing red light as symptom and asked about ISP, but did not establish timeline of failure relative to storm, nor verify if modem was online or if WAN IP was acquired — root cause not fully investigated.
T2 Met Appropriate tools / resources used conf 96%
Agent correctly used the 5‑press method (valid for MR6350 per universal_5press_models.md) and recommended a direct Ethernet connection test to isolate ISP vs. router issue — appropriate tool use for scenario.
T3 Met No misinformation conf 97%
Agent accurately stated that flashing red light indicates no internet detection and correctly advised checking ISP line; no technically inaccurate information was provided.
Communication
C1 Met Clear & professional language conf 94%
Agent introduced themselves, gathered required info, guided the customer through the 5‑press procedure, and kept the call moving forward.
C2 Met Confirmed understanding conf 93%
Agent used plain language, repeated key points, and confirmed understanding without using unnecessary technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and took responsibility for troubleshooting and providing next steps.
O2 Partially Met Proactive follow-through conf 87%
Agent advised contacting Xfinity but did not set a clear timeline or confirm follow‑up actions; no callback or ticket‑based tracking offered despite generating a ticket number.
O3 Not Applicable Closure confirmation conf 100%
Customer confirmed this was their first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Agent correctly decided not to escalate because the issue appears to be with the ISP line, not the Linksys hardware.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy (“I understand there are loud voices…”, “thank you for patiently waiting”) and remained courteous throughout.
X2 Met Tone & rapport conf 93%
Agent matched the customer's frustrated tone, used calm reassurance, and checked comprehension at several points.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, performed the 5‑press step for the customer, and gave direct next‑step guidance without extra paperwork.
Call Transcript24 turns · 25 lines
Speaker 1
Serial number. I don't know what the serial number is. Hello, Nevett, how are you doing? Doing good. I was in the search of my Linksys serial number because we had a storm that come through and the networks, my Wi-Fi is showing that it's connected but my Linksys.
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. Hi, thank you for calling Linksys. My name is Venn and I'll help you today. I'm doing great.
00:00
Speaker 1
Link, link this, has a pink light on the device. So can you help me to reconnect it to the network, please? Yes. Um, I'm looking on the back. Um, I see name that recovery key model model. I don't. Oh, here it is-mr6350. Correct. Serial number is a
01:00
Speaker 2
the light is solid pink. All right. What's the model number of your linksys device? Yes. What's the model? M. R. six three five zero. What's the model number of the device? I'm sorry the serial number. Yes
01:00
Speaker 1
S as in Sam And then there's a slash, N is Nancy Then there's a colon 34 N one zero M is a monkey two four A is Adam, zero zero 765 The internet provider is Xfinity Today, yes Yes
02:00
Speaker 2
It should. Yes. Mm-hmm. Uh-huh. All right. May I know who's the internet provider? All right. Thank you so much. Before anything else as well, may I ask, is this your first time calling Linksys? Yes. All right. Thank you so much for that one. Since this is your first time calling,
02:00
Speaker 1
Kimberly, fig F is in Frank, I is in Indigo. G, G is in giraffe a giraffe. S is in Sam. B I Z F I G Z 13@ATT.net Mm-hmm. Yes.
03:00
Speaker 2
I just have to gather some quick information so I can create a case here in our N. Can I have your first and last name? Mhm. Okay, just spell it out for me. Thank you so much. And what about the email address? Mhm. Thank you so much. businessfigs13@att.net. And to confirm your phone number that you're currently calling is it 770-880-1242? Thank you so much for that one. All right. You mentioned that the light in
03:00
Speaker 1
Correct. Yes. the Wi-Fi name. Um. There is no name on there. When I look at my network, it says open network. Oh, yes, I did see that last night. But I didn't know what that meant. Oh, yes, okay. Okay.
04:00
Speaker 2
is solid pink correct? [silence] Is the cable still connected to your Xfinity modem? [silence] All right. What's the WiFi name that you can currently see? [silence] Yes, you mentioned the WiFi name is showing up. So what's the WiFi name? [silence] There's nothing that says velop or linksys setup. [silence] All right. [silence] All right, you're now going to perform what we call the five press method. You're going to press release, wait a second. Press release, wait a second, five times on the reset button. Go ahead and do it now.
04:00
Speaker 1
[silence] press release one. press release two. press release three. and four [silence] [silence] and five. Okay, now it's white. it's blinking. Oh, okay. just a moment please. Okay, go ahead.
05:00
Speaker 2
what's the light is it blinking all right well waiting for to stop blinking i can provide you your ticket number which serves as your reference do you have a pen and paper your ticket number is l like lima p like tangle s like sugar 6 0 0 13 6 8 3 2
05:00
Speaker 1
Okay. Still blink and white. And would you say your name was again? I didn't catch it. Oh, again. Okay. It's red now. Flashing. Flashing, yes. Okay. Uh I'm not certain XN is actually coming out today.
06:00
Speaker 2
All right, let's just wait for the linksys router to change its colors. What's the light right now? All right. It's then like the Venn diagram. Is it solid red or flashing red? Flashing red, is that correct? All right, let's wait for two more minutes. We'll just need to double check if it stays that same color. You mentioned the storm happened, that it struck your post line or any internet lines nearby. All right. Let's just wait for a few more minutes. We'll just need to double check if it stays that same color. Is the storm still going on? I understand there are loud voices, maybe from the wind or a little thunder.
06:00
Speaker 1
um to, to see if there, any lines were hit. Well, well, see, that's the thing, they keep telling me that remotely, they're saying that it is working. Which is why I'm now calling Lexa.
07:00
Speaker 2
Alright, thank you so much for that one and thank you so much for patiently waiting as well. [silence] So in this case, since your Linksys router turned flashing red, that indicates it's not detecting any internet coming from Xfinity at all. [silence] So you might need to wait for Xfinity to finish double checking their internet line first before we can proceed with troubleshooting with the Linksys router afterwards. [silence] But since we did the five press already, you just need to wait for Xfinity to reconfirm that their internet line is working again. [silence] I see. [silence] But for your current Linksys router right now, it's on a flashing red light, which undeniably indicates it's not
07:00
Speaker 1
Ooh. Oh, I didn't know that. Okay. Let me go get my laptop. Okay. Oh. And how do I do this? [silence] Let me see. [silence] Oh, what? I didn't know that. Oh, yeah. [silence] So I got my laptop. Mmm. [silence] You were just saying you'd like to go and make sure you're right? [silence] As I was talking.
08:00
Speaker 2
Detecting any internet connection? You can try wiring your laptop directly to the uh Xfinity modem to see if the laptop can go online. Go ahead. Does your laptop have an ethernet port?
08:00
Speaker 1
Okay, let's see here. I don't have a port for that. Oh, okay.
09:00
Speaker 2
Yes, use the Ethernet port connected to the Linksys, unplug it, and put it into your laptop instead. Sorry, you were laptop doesn't have that kind of cable to put into? You can all- I see. Because in this case, in order for us to truly verify, can you try plugging it back into the Linksys? Make sure that it's plugged back into the internet port. Once it's in the internet port, double check if the light changes to flashing red into solid red or any other color. However, if it still remains flashing red after two minutes, that's already an indicator there's no internet connection and you will need to contact your internet provider. [silence]
09:00
Speaker 1
Okay. It's still, it's still flashing red on it. Mm-hmm. Okay.
11:00
Speaker 2
All right. Is it now back to your router? [silence] All right, let's just wait for one more minute. Let's see if it changes.
11:00
Speaker 1
[nods] No changes. Still blanking. No changes. All right. No, then thank you. [silence] Mhm. Mhm. Okay. [silence]
12:00
Speaker 2
All right, no changes so far. All right. In this case, we are currently stuck. I do apologize, but this is as far as we can try to troubleshoot the Linksys router right now. We do advise that you contact Xfinity to have them double check the internet line. As much as possible, try having them go into your area specifically to double check the physical line as well. Or the modem. All right. Is there anything else? All right. Thank you so much for calling Linksys. Take care and have a great day. Bye-bye for now.
12:00