V2 Rubric Detail — 28586e46-6040-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 18:06
Duration
37m 50s
Contact
Michelle Earley
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132291
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR6350_Initial setup of the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (13 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+72.0)

V2 Grader Summary

The agent successfully completed the initial setup of the MR6350 using the correct 5-press method, verified internet connectivity through device streaming, and confirmed full functionality. All technical steps were accurate, customer communication was adaptive and clear, and ownership was maintained to a full resolution. The request for order details was for warranty registration, not a troubleshooting barrier.

V1 Case Analysis

MR6350 setup failed: agent applied incorrect 5-press reset, no internet/WAN verification. LED changed to blue but connectivity not confirmed. Ticket LTS00000132291 created; issue unresolved.

Troubleshooting Steps
  • Collected model number (MR6350) and serial number (34N10M28815060).
  • Instructed 5-press reset (incorrect for MR6350).
  • Guided power cycle of modem and router.
  • Requested order screenshot for warranty verification.
  • Checked laptop OS version (Windows 11).
  • Connected laptop and TV to Wi-Fi network.
  • Did not verify internet/WAN connectivity.
Key Observations
  • Agent instructed a 5-press reset on MR6350 at [07:00], which is not a supported setup method for this model (only valid for LN/MX6200/MBE7000).
  • LED changed to blue at [15:00], but agent never verified WAN/internet connectivity or router admin access—core failure point.
  • Agent diverted to request order screenshot [15:00–18:00] and check TV setup [30:00–34:00], both irrelevant to resolving router connectivity.
  • Agent incorrectly concluded setup was successful at [35:00] despite no confirmation of internet access.
Positive Highlights
  • Collected model number (MR6350) and serial number (34N10M28815060) correctly at [02:00–03:00].
  • Collected customer name (EarleY) and email (welcome@gmail.com) for case documentation.
  • Performed standard power cycle of modem and router at [11:00–13:00], a valid troubleshooting step.
  • Created HappyFox ticket LTS00000132291 for follow-up at [35:00].
Agent Errors / Gaps
  • Provided incorrect 5-press reset instruction for MR6350 at [07:00], which is not a supported method for this model.
  • Failed to guide customer through correct MR6350 setup via Linksys app or http://myrouter.local.
  • Did not verify WAN/internet connectivity after reset and power cycle.
  • Misinterpreted LED state change as successful setup without validating network functionality.
  • Diverted to unrelated tasks (order screenshot, TV setup) instead of resolving core router issue.
  • Incorrectly declared setup complete at [35:00] despite unresolved internet connectivity.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 90%
Agent confirms both TV and laptop connected and streaming works: 'both TV and laptops can connect to the network' and 'try to check if you can stream or view videos' followed by customer confirmation.
R2 Met Diagnostic thoroughness conf 95%
Agent guides customer through 5-press reset, power cycle of modem and router, LED status check, Wi-Fi connection, and internet verification via browser and streaming.
R3 Met Correct resolution path conf 95%
Correctly applies 5-press method for MR6350 (supported per universal_5press_models.md) and proceeds with full setup without misusing warranty or escalation.
Technical Accuracy
T1 Met Technically accurate info conf 85%
Identifies pinkish/purple LED as initialization state, confirms modem connection, uses 5-press to initiate setup, verifies solid blue as ready state, and confirms internet via streaming test.
T2 Met Appropriate tools / resources used conf 90%
No remote tools or logs needed for initial setup; agent uses verbal guidance effectively based on LED states and customer feedback.
T3 Met No misinformation conf 80%
5-press instruction is correct for MR6350; 'pipe press' is ASR/accent artifact for '5-press' (confirmed by KB and context); all technical steps align with documentation.
Communication
C1 Met Clear & professional language conf 85%
Agent maintains control throughout, sets expectations, manages transitions (e.g., from router setup to device connection), and closes with ticket number and support hours.
C2 Met Confirmed understanding conf 80%
Uses simple, non-technical language, confirms understanding ('right?', 'okay?'), adapts to customer’s pace, and avoids jargon despite minor phrasing quirks.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case from start to finish, does not transfer, completes setup, and provides ticket number for continuity.
O2 Met Proactive follow-through conf 90%
Provides ticket number (LTS0000132291), support number, and support hours (8am–11pm EST, Mon–Fri), giving clear next steps and contact path.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Expresses gratitude, acknowledges cooperation ('thank you for patiently cooperating'), and maintains courteous tone throughout.
X2 Met Tone & rapport conf 85%
Matches customer’s conversational pace, checks in frequently, confirms progress, and adjusts guidance when customer struggles (e.g., Wi-Fi icon location).
X3 Met Overall experience conf 75%
Agent handles setup without unnecessary repetition; request for order screenshot is for warranty registration, not troubleshooting, and does not block resolution.
Call Transcript47 turns · 60 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. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For products out of warranty, paid support options may be available depending on the issue.
00:00
Speaker 1
Yes, I just bought a Linksys router and I and I can't. seem to get it to hook up. Is there any technical support I could reach? Right, I had a Linksys and it quit working so I got a new one and just got it yesterday. Yes, I got the box right here. Would it be on the box or on the. Okay, let me see. [silence]
01:00
Speaker 2
Thank you for calling links. This is Carilah. How may I help you? Yes, okay. Yes, ma'am. This is links technical support and again this is the first time that you're going to set up your links router, right? Oh. Okay. All right. Can you have the model number and serial number of that links router, ma'am? How about on the device itself?
01:00
Speaker 1
Maybe turn this down, too. Sorry about that. Okay. All right. Let's see. Would be on the bottom, I guess? Maybe. Yeah. Okay. Okay. Okay. And you need the serial. Italiano. Link setup 79B. Is that it? Okay. Serial number is 34N as in Nancy, 10M as in Mary, 2 Apple Apple, 15060.
02:00
Speaker 2
That's okay. Yeah, at the bottom. model number and serial number no ma'am. Model number or how about serial number? Mhm. Mhm. Okay, that's three four and then am. [silence]
02:00
Speaker 1
Correct. there's no I hear it says my. I'm sorry. Yes, it is. M are 6350s. Correct. Correct. Is excellency? 9-12 313.
03:00
Speaker 2
for Nancy one zero M for Mary two and then eight for Apple eight for Apple one five zero six zero correct huh and uh-uh Mr. Model number of this Router okay six six three five zero right mr uh six three five zero and again let me double check dump model serial number three four N one zero M two eight eight one five zero six zero right and who's your internet provider and give also your phone number.
03:00
Speaker 1
This is just to help me get set up.
04:00
Speaker 2
Okay. How about your first name and last name? And last name spelled E A R L E Y? Okay, so E A R L E Y, correct. Okay, how about your email address? um, for record purposes only, ma'am, [silence] Okay. Again, the email address, just to make sure I got it correctly. M, V and then last name early, at the...
04:00
Speaker 1
Uh- h, right. Uh-huh. I don't have a receipt. I got it. I ordered it online from Walmart. Why is that? Like, what's the purpose of that? Let me uh oh, hold on. Let me see.
05:00
Speaker 2
[ 0m0s77ms - 0m3s567ms ] welcome@gmail.com, right?
05:00
Speaker 1
I mean, I got the box from the, what if I sent you a copy of the shipping label and the box and the, let's see. what did let's see. yes. it's like a pinkish color.
06:00
Speaker 2
okay, by the way, ma'am, since this is for initial setup, hubby, did you already connect the router? The MR6350 to your cable modem, the Xfinity modem? Okay, and what is the color of the light right now? Okay, it's a pinkish okay. Flickering. Okay. So, this is for initial setup, ma'am. Um what we're going to do here is we're going to um use the um pipe press method to um set up this and you only have one of this router, only one router, right? okay okay and again the light is kinda it's pinkish or kinda purple right okay then ma'am um at the bottom of your router okay there is a um reset button right okay um yes okay kindly press the reset button five times in five seconds so press release press release in five seconds five times in five seconds
06:00
Speaker 1
yes, like a white, Blinky. welcome to the dance industry. the market stars the next comes July 13th at 8:00 central on ABC and Hulu. and cuentan L O minute. it was turning red.
08:00
Speaker 2
All right. Is the light... is it blinking? Okay. Okay, let's just wait for that. [silence] Let's just wait, mom. That will take like a a minute or two. It's still um initializing. Okay, let's just wait. [silence] Yeah. It's still red. Um, is it solid red or is it blinking red? Okay. Ma'am, the line right now from the modem is connected straight to the Internet port of the router, right?
08:00
Speaker 1
Aha. Yeah, this one was my other one was exactly like this one. So I just I unplug and it it's real obvious. It says internet on back of the router and I plugged it to the internet on my whatever you call it. Xfinity little Net. What's it called? Netgear. Appreciation of everything that she's doing for us. When I went to drop off the bags that if there happens something was cozying up to my house. UHUH. And and very close to one of us. She's responding to you. She's the statement. Complete normal or anything confusing. But after Chase left, I put one on. Yes.
10:00
Speaker 2
Uh-huh, okay. So, right now, it's still red. Okay. Ma'am Kelly, can you turn off your Um, it's solid red, right? Okay. Ma'am, can you turn on your turn- turned off. Um, your links
10:00
Speaker 1
Turn it off and then unplug it. Turn off the little off button. Okay. I got real familiar with it last night, so I know where all the little buttons are. Okay? I'll let you tell me when to turn it back on. What modem? The what modem? Oh, unplug it, like just unplug the power to it. Let me see. No, but there's a little power cord that would turn it off. The middle one. Just, I can, I can, okay. Okay. Okay. Okay.
11:00
Speaker 2
And then turn off also your modem. The Netgear, the Netgear that you mentioned? Um, yes ma'am. If there's no power button. Mhm. Yes. Yes. Yes just unplug it and I'll tell you when to, I will tell you when to um turn it on, okay? Sometimes okay. Can you turn on your net gear router first? Mm-hmm. Right before all lights are already. umm yes and then once the modem or the net gear is ready turn on your links router. yes Yes, OK. Yes, straight on, the link says yes. Okay, and it's this way that or like, um, it's still like starting up. [silence] Uh-huh. [silence] Uh, what do you mean code, ma'am?
11:00
Speaker 1
it was like uh number like uh for Wi-Fi I guess okay okay all right it's blanking it's blinking now blue
15:00
Speaker 2
00:00 Ah yeah, I will, um, we'll set that up later, ma'am. Okay? For your Wi-Fi settings. Okay. Uh, still um... Okay. Alright. Okay. But uh, ma'am, I already sent you the copy of um, sorry, sent you the email. So, um, if you, later on, if you have the copy of the proof of uh, like, the order details, okay, that shows the name of the link to order, when did you order it? And also, it's um, yeah, it's the information on the order details. Just do a screenshot of that on your phone or on your computer, then just reply to the Okay? Oh yeah, while waiting. Yes. Uh-huh. Um, this is like the order information, like it shows the name of the router, like the date when it was ordered, something like that.
15:00
Speaker 1
please use the cyberbook for it to conserve the cover if you've ensured a few steps to take for the computer structure and technology advice links the mr 60 Max-Stream dual mesh Wi-Fi five that one that page there's no date on that one that uh uh hold on let me go to the next one oh I see thanks hold on I messed it up get a $5 comment including a written review let me pull it back up cuz let me uh all right here is shipped
17:00
Speaker 2
yes ma'am, yes. and that includes, if possible, includes the date of the order. to date.
17:00
Speaker 1
it says links order number tracking number all right here's order date your package shipped what to expect Okay. and you need the date now okay if you need something else then i can all right here's that but that doesn't even say links in at the bottom there it is okay here we go I think you need really that okay got it receive what mail oh okay
18:00
Speaker 2
okay. Yes, if you can do a screenshot on that. Thank you. Okay. Okay. Then check your mail if you, if you already received that mail. I sent you an email already, so that you can attach the, just reply to that mail and then just attach that screenshot.
18:00
Speaker 1
okay dokey look look i'm so sorry but uh do you okay if he hasn't seen it yet. see if that's what you needed it steady blue. oh good.
19:00
Speaker 2
okay southwestern well um what's the color of the light right now I set it blue that's good that's a good sign so um okay just let me know if you already sent the email so that we can continue okay
19:00
Speaker 1
[silence] Yeah. I use uh my laptop and I use my TV. For anything. Let's do TV. Do we do TV? Why is that? Oh, do the computer first? I I I'll be able to stream on the TV though when I get done, right? Oh, okay. You want me to do the computer first? Okay.
20:00
Speaker 2
Okay. I'm still um checking. So ma'am, can you continue with this? Um, by the way, what are the devices that you're going to connect? Uh, like phones, desktop, laptops? Okay. So which one would you like to use right now to continue the setup? Is it your phone or your laptop or... No, ma'am, it's not possible. It will be, um... Okay. So, um, yes, ma'am. Yes. Yes, ma'am. Yes. And that computer is it mes. [silence]
20:00
Speaker 1
it's windows. I couldn't tell you that, I don't know. Let's see. your device will start to date Windows update. I've got log in. hold on. nation to that state. if I had known this is all so complicated. How do I know what Windows version I have? do we have a deal. that of settings [silence]
21:00
Speaker 2
is it Mac or is it Windows? Okay. Is it on the latest OS version? Is it like 11 Windows 11? You can check that on um system uh or settings. Yes, our settings and then I think system, yes, that shows Windows. Okay, what's on your screen right now that it shows the, is it Windows 11 or is it Windows, or do you have option about? Yes. Yes, click on about. okay, this just shows Windows 11, Windows 10. Look for the Windows specifications. Okay, we understand, thank you. All right, just close this page ma'am. And then on the lower right hand side, can you see there the wireless icon? Yes, on the lower right.
21:00
Speaker 1
Do you want me to pull up internet connections or the very right-hand corner? It says two new notifications on the right-hand side. Okay. It says it's not connected. Just go to it says yeah, airplane. Go to that. Okay. Uh-huh. Wi-Fi says turned off. Turn it on. How do I turn it on? Oh, I have to.
24:00
Speaker 2
uhm, on the bear right hand side corner, you have there the Wi-Fi icon, right? [silence] um, no ma 'am. Do you have the icon for Wi-Fi? [silence] when you click on that, okay. Yes. Yes. Yes, click on that. And then, um, you go to the Wi-Fi. Once you click on Wi-Fi, what are the network names detected? [silence] Yeah, turn on Wi-Fi, ma 'am. Yes. [silence] and it shows like it.
24:00
Speaker 1
I have to click on, like, links and then connect to get it to turn on. Okay. All right. That's good, and just, um, enter the network security key. set up 79 B before bed or first your mouth. I don't know if that's the new or old, I don't know. The one right now says Wink Setup 79 B as in boy, Uh-huh. All right.
25:00
Speaker 2
Yes, yes, okay, what's the name of the Linksys right now? the Linksys-velop or Linksys-setup, okay, that's the Linksys, right? What's the name of that one right now? It's, right? Okay. Ma'am, to check that if that's the name of the, from your new router, try to check yes. yeah, you take out that password as well as the name? oh yeah. yeah, you take that password, yes. yes. yes, Mhm. Okay. Okay. Can I check if it is online? Just open a browser. Yes. And then access any website or you can type it to open Google or you can use any other internet browser. [silence] All right. [silence] You may try to use other browser, ma'am, like Microsoft Edge. Okay. Okay. Okay, how about try to, yes. Or you Just to make sure, you can just go to the address bar and type any website. Okay, good. So let's go to your TV. Let's try to connect it. [silence]
25:00
Speaker 1
Oops, I got on the wrong one. I'm sorry. I got on the wrong court. Let's, one more. Let's two, not one. I was going, what's the deal here? Okay. It's got a line through the says get connected. That's all nothing wrong network connection. Wi-Fi. Using password Wi-Fi. Okay, go click on that. Select your router then enter your password to today, right? Okay. Oh Sony.
31:00
Speaker 2
Also, there's a line or a cable that connects between the router and the TV. Yes. What's the brand of this TV, ma'am?
31:00
Speaker 1
Okay let's get to it. My Wi-Fi network is set up, Linksys 79B. Click on that one. Okay. I in. Not the password again. That little rinky dink thing. Let's see. I think I think we're gonna be in luck though, don't you? I said I think we're going to be able to do this. And Brody, can you move? My dog is right in the way. And he's huge. Okay. V99 T00.9. 67. 288. 60 179.
32:00
Speaker 2
Okay. Yes. Always, ma'am. Mm. Yeah, so trying to connect. Okay. All right. All right.
32:00
Speaker 1
conversation
34:00
Speaker 2
Alright, that's great. So try to check if you can stream or view videos. The usual thing that you do on the TV. The usual thing that you watch.
34:00
Speaker 1
a coach and hundreds of thousands okay okay okay okay okay okay okay okay okay okay no ma'am you did a wonderful job thank you so much yeah
35:00
Speaker 2
Okay. Alright, that's great. So both TV and laptops can connect to the network. So any device, any wireless device, ma'am, that you wanted to connect, again just use that Wi-Fi settings that you have, that's underneath the router, and it will connect, okay? So basically what we did here to set up the router is we use the 5 press setup and then we power cycle the the both devices, your router and the a netgear device so that it will synchronize the settings, okay? So is there anything else, ma'am? Okay. Thank you also. You're welcome, ma'am. Thank you also for patiently cooperating with the troubleshooting. So, ma'am, I'm going to give you a ticket number, in case if you call us back in the future.
35:00
Speaker 1
All right. What what number? What give me that number again? Hold on. 800-5797. Let me see that shows up here. Oh 546-5797. Okay. All right. Uh-uh. I dialed 800-5465797. I'll put both numbers down here just in case. Okay.
36:00
Speaker 2
If you have questions, if you need assistance, just give us a call and you dial this number: the eight hundred number, the one that you dialed. And this will be your, uh, okay let me, uh the the eight hundred hold on. Okay. Okay. Is it the eight hundred three two six seven one one four? Okay. Okay. Okay. Okay. Yes, and again we're open eight a.m. to eleven p.m eastern time. Monday to Friday. We're closed during weekends, okay? And this will be your um ticket number.
36:00
Speaker 1
Uh huh. Okay. Uh huh. Okay, 0-0-1-3-2-2-9-1. Okay. Very good. Okay, and thank you for your help. Bye bye.
37:00
Speaker 2
All right. Your ticket number is lts zero zero 0 0 and then one three two two nine one Yes Okay And you may also visit our website Oh you can check updates at support dot linksys.com So thank you for calling linksys ma'am This is Carla Have a great day. [silence] You're welcome. Ma'am You're welcome [silence] Goodbye. [silence]
37:00