V2 Rubric Detail — 28af2676-6501-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 19:18
Duration
21m 5s
Contact
Adam Rider
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jane Hebia
HappyFox Case
#GI00133012
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Re: Linksys Support - No Internet Connection_MR6350 - #LTS00127931
⚠ 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

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall86.9% (+30.9)

V2 Grader Summary

The agent correctly applied the 5-press pairing method for the MR7350, resolved the child node connectivity issue, and confirmed all nodes were online. Technical accuracy and troubleshooting were strong. However, empathy and adaptive communication were limited — the agent did not acknowledge the customer’s frustration or fully confirm understanding after key steps, warranting Partially Met ratings in X1 and X2.

V1 Case Analysis

Customer unable to add MR7350 mesh nodes; nodes showed red lights. Agent incorrectly instructed 5-press reset (not valid for MR7350), nodes turned blue after repeated attempts. Advised placement distance and signal strength. Internet connectivity not verified. No case created. Warranty not confirmed.

Troubleshooting Steps
  • Requested node placement distance and suggested moving nodes closer.
  • Instructed a 5-press reset on the parent router (incorrect for MR7350).
  • Repeated the 5-press reset with slower timing after initial failure.
  • Asked the customer to check node status in the 'license app' and reboot the nodes.
Key Observations
  • Agent used a 5-press reset method not supported on MR7350 (serious accuracy failure per KB).
  • No case/ticket number was created and warranty details were not verified (major protocol miss).
  • Long silences and repeated instructions reduced efficiency ([07:00]–[09:00], [11:00]–[12:00]).
  • Agent referred to 'license app' instead of 'Linksys app' ([17:00]), causing potential confusion.
  • Resolution not validated — internet connectivity or app registration not confirmed.
Positive Highlights
  • Identified the correct router model (MR7350) early in the call ([05:00]).
  • Suggested moving nodes closer to improve signal, which likely contributed to resolution.
  • Provided clear distance (5–7 m) and signal-strength guidelines (<-60 dBm) for optimal placement.
Agent Errors / Gaps
  • Provided incorrect pairing/reset method for MR7350 (5-press is not valid; only supported on MX/MBE series per KB).
  • Did not confirm internet connectivity or full mesh functionality after nodes turned blue.
  • Failed to collect or verify warranty/serial information or create a case number (protocol failure).
  • Used confusing term 'license app' instead of 'Linksys app' ([17:00]), risking customer confusion.
  • Repeated ineffective instructions without pivoting to a correct method after initial 5-press failed ([13:00]–[15:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms nodes are now blue and visible in the app: 'they all look blue now... it looks like they might be looking it'; agent confirms resolution.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer to move nodes closer, attempted 5-press pairing, repeated it with adjusted timing, and confirmed success — logical, progressive troubleshooting.
R3 Met Correct resolution path conf 90%
Agent applied correct 5-press method for MR7350 (no Pair button), avoided factory reset, and provided best-effort support for out-of-warranty nodes.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Identified symptom (child nodes with red lights), asked about distance and setup attempts, isolated issue to pairing, and applied targeted fix.
T2 Met Appropriate tools / resources used conf 90%
Used 5-press pairing — the correct tool-free method for MR7350; no remote tools or diagnostics were needed or available for this scenario.
T3 Met No misinformation conf 90%
5-press is valid for MR7350 (no Pair button); distance guidance (5–7m) and LED interpretation (blue = online) match KB documentation.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control, gave clear step-by-step instructions, managed transitions (e.g., from app to 5-press), and kept call on track.
C2 Partially Met Confirmed understanding conf 70%
Agent used simple language but mispronounced 'Velop setup' as 'bellig setup', causing confusion; did not confirm understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting, and did not transfer or avoid responsibility.
O2 Partially Met Proactive follow-through conf 65%
Provided next steps (node placement within 5m, signal optimization), but no timeline or follow-up commitment was set.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; no handoff occurred — this appears to be first contact.
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 was performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent remained professional but did not acknowledge customer frustration or effort; interaction was procedural, not empathetic.
X2 Partially Met Tone & rapport conf 70%
Agent maintained a consistent pace but did not adjust tone or re-engage during customer silences; missed cues for confusion.
X3 Partially Met Overall experience conf 70%
Avoided asking for repeated information, but required customer to perform multiple manual steps (moving nodes, 5-press, reboot) without streamlining.
Call Transcript28 turns · 32 lines
Speaker 1
This is Linxi's technical support calling. This call is recorded for Quality Assurance. Please hold as we connect you to a Linxiis specialist. Hello, Sir, uh, Adam. Hi, Sir. Hi, Sir. Did you already sent us a copy of the receipt, Sir? Oh, uh, it's your email is xA-R-I-D-E-R, 16 at yahoo.com, right? Okay. Yeah, Yeah, sorry for that, Sir. And 16 at yahoo.com.
00:00
Speaker 2
hello hello no never saw the email come through. no no r at the end. r I D E 16. so a ride not a rider. yep [silence] [silence]
00:00
Speaker 1
Okay, can you check it now, sir, if you have it already? [silence]
01:00
Speaker 2
I can, yep.
02:00
Speaker 1
hello sure yeah did you already send that one sure okay yeah I was not able to receive that yet but anyways however [silence] Um we will then go ahead with the troubleshooting. May I know sir where's this node right now and what's the light indicator on the top. The the router sir that you wanted to set up. Sir based on what I have here you have a MR MR 7350. Yes MR. Hmm. I see. Okay. So the main router sir what's the light right now the MR 7350.
04:00
Speaker 2
On the main modem, you're saying, so on the router setup, all the nodes or whatever, you want to call those things, the little white pods are not working. Well, I guess I don't. Yeah. And then I have four of those, four-year, white. Pod deals and those won't connect. It's
05:00
Speaker 1
okay, so how, how did you try to set it up sir, um, I mean sir, the, uh, the new router sir, you meant that you have a solid blue light on it, right, the, the MR7350, the new router you have, you mentioned sir that, um, yes, you mentioned that uh, you have a solid blue light on it
06:00
Speaker 2
um blue yep I hooked up the modem here and then I went to those and plugged those in and I can't get and they just all have red lights on them uh did what yes that's hooked up uh-that's working that's hooked up that's working I'm I'm I'm using that for my internet right now but I cannot connect the other things to that to work through the app or however it's supposed to do it [silence]
06:00
Speaker 1
Okay, yeah, if that's the case there. Um, those are the devices that you had before, right? Okay, how far is it right now, sir, from the main router? 15 ft. Okay, can you move it closer, sir? Or if it's possible that you can plug in uh, two or three, less than a meter away from the parent node, let's do that, sir, so that we can add it at the same time. Uh, we can add all three at the same time if you can plug it next to the main router.
07:00
Speaker 2
Yes. [silence] [silence] [silence] [silence] All of them or just one at a time? Okay. All right, got one hooked up. Hooking up the second one. Two are hooked up. Okay, all three are plugged in. Yeah, then... yeah. Right now, they're all blue. That's what? All right, just plug them in. Okay.
07:00
Speaker 1
Okay. Sir, can you go to the settings of your phone, please? On the settings. No, Sir. Settings of your phone, Sir. Yes, go to Wi-Fi. And on the list of available networks, Sir, kindly check if you can see a name Zuhailup setup.
11:00
Speaker 2
[silence]
11:00
Speaker 1
bellig setup Wi-Fi names here that's on the list of available network kindly check if you have a name starting with Bellig setup. So you have two. But you have three nodes plugin as of the moment, right? Okay. Yes, sir. So which are the red light or those? Here's another. Okay. So we have three. Okay. So go back to the main device sir, the new router. Yes, go closer to your router, sir. We will not use your app for adding this node because you already tried that and it did not work.
12:00
Speaker 2
[silence] yes there are two of them 201 and 1d 5 guest. all right 1 1 just went blue to a red [silence] there's another one there's another one that't first. all right.
12:00
Speaker 1
we will do other ways of adding this here in network. so on the main router jersey, you have a reset button, please, press and release the reset button five times, not to fast, not to slow. [silence] yes.
13:00
Speaker 2
Okay. Okay, so on the main modem, red button push reset five times. Okay.
13:00
Speaker 1
Okay. How is it here? Done with the five press? Okay. What's the light on the top of the parent router after you did the five press? It's blue again. How about the child router? Any changes? So no changes after the five press.
14:00
Speaker 2
Yeah. [silence] blue again. [silence] yep. no a tour red when is light blue. [silence] no.
14:00
Speaker 1
Okay, so can you do a... Another five presser but this time make it a bit slower. Per second, sir. Do it per second. Yes, five seconds per five. I'm sorry. Five times within five seconds.
15:00
Speaker 2
k so just but so so you said slower by second. Okay. Okay, flashing, red, and then I went blue. and one of the other modes turned blue now.
15:00
Speaker 1
all socket now okay uh open your license app sir let's confirm if those are now added to your network you might need to um reboot the absir turn it off and turn it back on for you to have uh to show up yeah for you to see the other nodes
17:00
Speaker 2
things might be looking okay yes yes it okay okay okay they all look blue now it it okay it yes it looks like they might be looking it
17:00
Speaker 1
Okay. Well, that's good to know. Sure. That means that you have it working already. And sure, I believe this node, this child node, sir, are ready for set up. So this support that I've provided, sir, for your child node is only one time. Weekend provide assistance for your parent node, sir, because it's still in warranty, but for the child node, only one time. Anyways, you have it all on your lease's app. It's all online. And you can do the same thing, sir, if you still wanted to add more nodes. Just make sure that they're next to the parent node and ready for setup. Oh. Yes. Suggested the distance, sir, is five.
18:00
Speaker 2
Yes. I do have them all. Okay. So, how far can I put these away from this new modem that I have. This is a better modem than I had before. How far can I go away from it? [silence]
18:00
Speaker 1
of speech, output only:
19:00
Speaker 2
Clive Banton: 5 to 7 m that's what meters, what 3 feet, right, so 15 feet you're saying? 15 to 20 feet. Joe Jack: Yeah. Clive Banton: You said 5 to 7 m. Joe Jack: For the first room. Clive Banton: And then the other one's a bit. Joe Jack: Clive Banton: So they each got to be within 15 feet of each other or 5 m you're saying. Joe Jack: Yeah. Clive Banton: Okay. Now, does it matter if they're upstairs, downstairs, how far they are from each other? It doesn't matter as long as it's 15 feet or 5 meters or yeah. Okay.
19:00
Speaker 1
When one of your children gets a very low or a weak signal, like a higher than 70 DBm, you just need to move it uh play around with the location until you get lower than 60. [silence] Yes, sir. The lower the better. Okay. Okay, thank you so much for your time, sir Adam. And you're welcome, sir. Have a good day. Thank you so much for answering the call. Stay safe there. Bye-bye.
20:00
Speaker 2
Okay. Should be under 60. Okay. All right. Okay. All right, sounds good. All right, thank you. You too. Bye. [silence]
20:00