V2 Rubric Detail — 33996554-7bf6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 00:27
Duration
29m 30s
Contact
Ramiro Randel
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00136627
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9000 - no internet
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall17.4% (-4.6)

V2 Grader Summary

The agent failed to resolve the MR9000 connectivity issue, providing technically inaccurate guidance (e.g., waiting for non-existent magenta light, incorrect reset duration) and skipping core KB troubleshooting steps. No resolution was achieved, ownership was not demonstrated, and the call lacked empathy and proper communication, resulting in an unresolved outcome.

V1 Case Analysis

Customer (MR9000) reports red/blue LED and no internet. Agent gave incorrect LED guidance (magenta/pink), performed invalid reset/5-press sequence, falsely claimed device out of warranty, skipped WAN troubleshooting, and incorrectly closed by blaming ISP without verification.

Troubleshooting Steps
  • Incorrectly claimed device is out of warranty
  • Instructed 30-second factory reset of MR9000
  • Directed 5-press pairing sequence
  • Asked customer to watch for non-existent 'solid magenta' LED
  • Power-cycled router without modem restart
  • Advised contacting ISP to reset line without verifying WAN connection
Key Observations
  • Agent instructed customer to wait for a 'solid magenta or pink' LED [20:00], which is not a documented LED state for MR9000 per KB
  • Agent incorrectly claimed the device was out of warranty, citing 'Eero' as the ISP when customer said 'VexX' [18:00]
  • Agent gave contradictory reset instructions: first a 30-second hold, then a 5-press sequence [19:00, 21:00], neither appropriate for WAN troubleshooting
  • No verification of WAN port LED, Ethernet cable, or modem power cycle was performed
  • Call was closed by blaming ISP without any attempt to isolate the issue to the customer premises equipment
Positive Highlights
  • Collected customer name and email early in the call [17:00]
  • Identified the correct router model (MR9000) from customer description [16:00]
Agent Errors / Gaps
  • Invented non-existent LED state 'solid magenta or pink' for MR9000 — not in KB documentation
  • Falsely declared device out of warranty without verification and based on misheard ISP name
  • Applied 5-press pairing method to a standalone router (MR9000) not in a mesh setup — invalid procedure
  • Performed factory reset (30-second hold) without first attempting basic WAN troubleshooting
  • Failed to check WAN port LED or Ethernet cable connection — skipped core WAN isolation steps
  • Did not power-cycle modem — critical step missing from troubleshooting flow
  • Closed call by blaming ISP without confirming upstream connectivity or providing self-help resources

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent concluded the call by stating 'we are not able to fix it, but the problem is on the line' and directed the customer to contact the ISP without confirming resolution or achieving any outcome.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent attempted factory reset and 5-press reset but skipped key KB steps such as checking WAN cable, modem status, or performing a proper power cycle; troubleshooting was incomplete.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the device as out-of-warranty and offered best-effort support, but the troubleshooting path was flawed due to inaccurate steps and premature ISP referral without verification.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (flashing red/blue LED) and asked about reset behavior, but failed to logically sequence diagnostics — no WAN link check, modem verification, or cable inspection per KB.
T2 Partially Met Appropriate tools / resources used conf 88%
No remote tools or admin UI (e.g., myrouter.local) were used despite opportunity; agent relied solely on verbal guidance when checking router status via web interface would have been appropriate and necessary.
T3 Not Met No misinformation conf 99%
Agent provided multiple technically incorrect instructions: told customer to wait for 'solid magenta or pink' (MR9000 has no such LED state per KB), hold reset for 30 seconds (KB says 10–20s), and failed to verify WAN port status before blaming ISP.
Communication
C1 Not Met Clear & professional language conf 94%
Call had frequent silences, disorganized flow, no clear agenda set, and agent lost control — customer repeated information unprompted and agent failed to maintain direction.
C2 Not Met Confirmed understanding conf 92%
Agent used unclear phrasing like 'press and release one press per second' without confirming understanding or adapting to customer’s confusion about reset steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent created a case but abdicated ownership by blaming ISP without verification; no commitment to follow up or own the issue beyond the call.
O2 Not Met Proactive follow-through conf 96%
No specific next steps or timelines given; only action was to contact ISP, with no callback commitment or plan for re-engagement.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history available or referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and no clear trigger (e.g., hardware fault, legal risk) warranted escalation over continued troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Minimal empathy shown; closing statement was dismissive ('we are not able to fix it') rather than supportive or validating.
X2 Not Met Tone & rapport conf 93%
Failed to match customer’s pace; repeated complex instructions without checking comprehension, leading to confusion during reset attempts.
X3 Not Met Overall experience conf 91%
Customer had to repeat model number and issue details; asked to source USB-to-Ethernet adapter without offering alternative diagnostics.
Call Transcript31 turns · 32 lines
Speaker 2
[silence] 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. [music] Thank you for calling. This is my name is Nathan may not know who am I speaking hello I will say in the line for the next 60 seconds if I don't hear from you I'm going to call
00:00
Speaker 1
Oh, hello. Oh, my internet was down and I can't connect on my router, so I just wanted to check if it's my router or my internet. And I don't know what to do. I've been doing uh, I've been trying to re uh re-login to to my link account on my app, but it keeps on kicking me out. Well, it says uh connected but cannot use the internet. And then on my links that on links my links router, it doesn't have a blue light. It's a red and blue light. Uh. I'll say since this morning, I barely got home about an hour ago, but [silence]
15:00
Speaker 2
Yes, I'm here. You there? No. Can you describe to me the behavior when you tried to connect to the internet or network? Since when is your problem started?
15:00
Speaker 1
I've seen this morning. all the model of it it's a mr-9 1000 I believe let me double check uh yeah it's a mr-9 1000 uh red and blue. yeah yeah the the the light that's given on top of the router it's red and blue. [silence]
16:00
Speaker 2
Alright. Can you give me the model of your router? All right. What is the color of the light on the device? The color of the light on the top? [silence] Red and blue. Let me find a solution. Stay with me. This is your first time calling us, right?
16:00
Speaker 1
yes it's um ramiro Rangel did you want me to spell that out for you it's R-A-M-I-R-O-R-A-N-G-E-L and then uh my email address yes my email address it's uh it's it's all it's all one word and it's all lower case it's R-A-M-I-R-O-R-A-N-G-E-L 806@Gmail.com hmm
17:00
Speaker 2
Let me create a case ticket for you. Give me your full name and email address. Yeah, go ahead. Email. Can't you go to the main router? Silence
17:00
Speaker 1
okay okay let me get it for you the number is 32 A as in Apple 10 M as in mm 25 A as in Apple 0 7 1 1 3 uh huh okay yeah that'd be okay
18:00
Speaker 2
[silence] мельничек. Okay. From Eero, the order is already out of warranty. Now, we will try to fix the problem but then I'll just set an expectation. If this is a hardware issue, I cannot replace this or make a refund. But I will help you through the phone or technical support through phone. That okay? All right.
18:00
Speaker 1
Okay. huh. okay, I just reset it. VexX internet, we have a fiber optic fiber optic internet from them. VexX internet, yes sir.
19:00
Speaker 2
Now go to the router, to the MR9000, press the reset button and hold it for 30 seconds, though. [silence] By the way, who's the internet service provider? Is it Spectrum or Xfinity? Who is the internet provider? Who again? Lexis.
19:00
Speaker 1
It's blue right now. And it's flashing. Still flashing blue right now. Will flashes. Still flashing blue right now. Yeah, okay. Yeah, it's still flashing blue right now.
20:00
Speaker 2
mm-hmm. tell me the color of the light. wait, until it becomes solid magenta or pink mm-hmm. once it becomes solid pink, tell me.
20:00
Speaker 1
Still flash in blue. Okay, now it turned it turned uh red and and blue, the pink. Okay, just press it. Three, four, five. Okay, it
21:00
Speaker 2
All right. Can you go back to the reset button? This time I need you to press and release. Do not hold. Press and release one press per second and do it five times.
21:00
Speaker 1
turned off or it flashed white is flashing what now is blinking blinking still. still still blinking. okay. okay. Okay, it turned white and then it blinked and then it it turned red and now it's still blinking the same color. Okay, what did you use it again? [ silence ]
22:00
Speaker 2
That's good. Color? Can you turn the router upside down and tell me what is the network or, Wi-Fi name, OK, it's okay. Let's wait for it. Our network name or, Wi-Fi name.
22:00
Speaker 1
Oh, it's a link, uh, it's an endless link system or link, S-Y-S set up, B-6-A. Okay, and-and the the color's red now. That's it. No, I-uh, let me check it. versus. Let's power it. Okay, now it's unplugged.
23:00
Speaker 2
... can find it underneath ... is six eight. all right. still red. did you call your internet company if the connection is stable? not yet. all right. it's okay. it's okay. it's okay. No. no. no. not yet. we'll try to fix this one. can you unplug the power of the link? unpower it. [silence]
23:00
Speaker 1
Okay. I don't have a modem. [silence]
24:00
Speaker 2
OKAY. I'll do the timing. All right. Unplug the internet. Do you have a modem or is this a cable? You don't have a modem. All right. Let's wait two minutes and then we'll plug it back. Stay on the line. I'll do the timing. I'll get back to you.
24:00
Speaker 1
Uh, I, well, I have a laptop, but it doesn't have a port for the ethernet. It just has a bunch of USB and an HDMI. Okay. I think I messed this up. [silence]
25:00
Speaker 2
Ramiro, do you have a computer that can connect to ethernet? Wire. Hmm. you need an adapter for that one. alright. the reason is if we can test directly to the ethernet cable coming from your lid internet. it'll be fine. Hmm. one minute more, Steve, okay?
25:00
Speaker 1
Okay I plugged it in, and I do have a blue light.
26:00
Speaker 2
All right. Can you power on the latches now? [silence]
26:00
Speaker 1
[silence] It okay. Okay. Feel flashing blue right now. [silence]
27:00
Speaker 2
Red will go back to red. Status? Tell me.
27:00
Speaker 1
Yeah, still fashion blue. Okay. Now turn red. Okay. Okay. Well,
28:00
Speaker 2
Give it a minute or two. Yeah, the connection is coming from the Internet Service provider is not stable. Now, call the call the Internet Service provider. Tell them to reset the connection coming from them. Now, if they said that it is okay, try to find a way you can connect the internet cable coming from them. You may attach it to a computer, to a TV, at least you can verify their internet connection. For your MR9000, you can always give us a call anytime. You don't have to worry about your RNT.
28:00
Speaker 1
OK. OK. All. That's all. That's all I didn't know. Thank you very much. So, you're good. Thank you. [silence]
29:00
Speaker 2
As long as technical support on phone, we will give it to you, it's free. But hardware wise, that's the only thing. But your hardware is good. There's no issue with your hardware. Just give us a call whenever. All right, then? Sorry, Ramiro, we are not able to fix it, but the problem is on the line. All right, then. Bye bye for now.
29:00