V2 Rubric Detail — 368deabe-7fd4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 22:34
Duration
34m 25s
Contact
757-848-6056
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00137176
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+33.8)

V2 Grader Summary

The agent successfully resolved the customer's router setup issue through appropriate troubleshooting, accurate technical guidance, and clear communication. Despite the product being end-of-life, the agent provided full assistance without dismissal. Minor call-control lapses (silences/off-topic comments) did not impede resolution or violate critical failure standards.

V1 Case Analysis

Assisted customer Norman with initial setup of refurbished MR7350 router. Guided through modem connection, default Wi-Fi access, router UI login (http://192.168.1.1), Smart Setup wizard to configure SSID/password, and confirmed solid-blue LED indicating successful internet connectivity.

Troubleshooting Steps
  • Verified Ethernet cable from modem to router WAN port
  • Had customer connect to default Wi-Fi using label credentials
  • Guided customer to access router admin page via corrected URL (http://192.168.1.1)
  • Walked through Smart Setup wizard to configure new SSID and password
  • Confirmed router LED turned solid blue indicating healthy connection
Key Observations
  • Agent initially provided incorrect URL format (HTTPS://192.68.1.1) before correcting to http://192.168.1.1
  • Significant time spent waiting for email exchanges and customer to capture screenshots
  • Agent correctly identified MR7350 as AX/Max-Stream model and used appropriate setup procedures
  • Router LED confirmed solid blue and customer validated ability to proceed with TV connection
Positive Highlights
  • Maintained polite and empathetic tone throughout call despite technical challenges
  • Collected all required customer information (name, phone, email, serial number)
  • Successfully guided customer through complete Smart Setup wizard process
  • Provided helpful screenshot via email to assist with UI navigation
  • Confirmed router health via solid-blue LED status before call closure
Agent Errors / Gaps
  • Provided incorrect URL scheme (HTTPS) and mistyped IP address (192.68.1.1) during initial instructions
  • Did not explicitly verify internet connectivity on secondary device (TV) before closing call
  • Excessive hold time and email troubleshooting delayed call progression

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Customer reports solid blue light and connection after setup ('Yes, it is solid blue now… it says it's connected'), and is able to hook up TV.
R2 Met Diagnostic thoroughness conf 95%
Agent walked through troubleshooting: checked router LEDs, had customer connect to default Wi‑Fi, accessed http://192.168.1.1, entered admin password, changed SSID/password, and verified connectivity.
R3 Met Correct resolution path conf 94%
Agent recognized the unit was end-of-life but provided full setup assistance rather than dismissing it or issuing an RMA, explaining limitations clearly ('this product has already reached its end of life phase... we can still assist you in setting it up').
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptoms (red/blue LEDs, no internet), asked relevant questions about lights and cable, and followed a logical sequence to isolate the problem.
T2 Met Appropriate tools / resources used conf 94%
Agent used the appropriate tool – the router’s web UI ('go to https://192.168.1.1') – at the correct point in the flow and interpreted the results correctly, including guiding SSID/password changes.
T3 Met No misinformation conf 96%
Agent gave correct technical details: default admin password is 'admin', correct local URL, and accurate steps to change Wi‑Fi settings per MR series/Intelligent Mesh logic.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent kept the call on track with clear prompts, but there were multiple long silences and occasional off-topic statements (e.g., 'Jeremy grew up in a German Jewish Christian household…').
C2 Met Confirmed understanding conf 92%
Agent used plain language, repeated instructions, asked confirmation questions ('Do you see the phone icon?'), and adjusted explanations when the customer was confused (e.g., clarifying QR code steps).
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent never transferred the call, took ownership of the issue from start to finish, and saw it through to a working solution without deflection.
O2 Met Proactive follow-through conf 94%
Agent set clear next steps: sent an email with a screenshot, guided through final Wi‑Fi rename, confirmed router was online before ending, and provided ticket number via email.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to maintain continuity ('Is this your first time contacting Linksys Technical Support?').
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required for this issue (simple setup resolved at L1).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy repeatedly ('I'm so sorry you are facing this,' 'I understand') and acknowledged customer's frustration ('I would have been completely lost without you').
X2 Met Tone & rapport conf 93%
Agent matched the customer's pace, asked for confirmation after each step ('Do you see the phone icon?'), and kept the customer engaged throughout troubleshooting.
X3 Met Overall experience conf 94%
Agent minimized effort by handling configuration themselves, sending screenshots via email, and avoiding unnecessary repetition of information.
Call Transcript62 turns · 65 lines
Speaker 1
to the. Call me. I just, I just bought a Linksys router, and I'm having a hard time hooking it up. No, it seemed like it worked fine, but when I went to log in on my phone, or on my TV, it said no internet. All the lights were right, but then it just went out and now it's I reset everything, but now
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. Thank you for calling Linksys technical support. My name is Donna. How may I help you today? I'm sorry to hear that. Did you receive an error message during the installation process? Mm-hmm.
00:00
Speaker 1
now it's my router is just blinking on the internet service and the router itself is, I'm sorry, my modem is just blinking and my router is showing a red and blue light. [silence] [silence] Thank you. Uh I'm sorry, say that again. Yes, it is. Yes. [silence] [silence] Norman. N as in November, O as in Oscar, R as in Romeo, M as in Mike, A as in Alpha. [silence] [silence]
01:00
Speaker 2
Thank you so much for sharing this information with me, and I'm so sorry you are facing this. Let's make this process as easy as possible for you, okay? Thank you too. By the way, is this your first time contacting Linksys Technical Support? Is this your first time contacting Linksys Technical Support? May I please have your first name and the last name and can you please spell it out for me using phonetics? Okay.
01:00
Speaker 1
[a siren blaring] [music] Daddy Christmas. [music ends] [silence] Thanks, Santa. [music] Christmas music] Okay. Thank you. [a siren blaring] [music] [silence]
02:00
Speaker 2
okay, thank you I got it. may I also have your last name, please? your last name. thank you so much. and may I also have your email address and can you please spell it out for me using phonetics as well? Mhm. [silence]
02:00
Speaker 1
That's correct. Yes. Yes. Spectrum. Correct. OK. What do you want first?
03:00
Speaker 2
Thank you so much. Let me repeat your email address. So it's N4N-ORM- for November, O for Oscar, R for Roger, M for Mike, B for Boy, O for Oscar, B for Boy, Z for Zebra. @ gmail.com. Is this correct? Thank you so much. And is this the best number to call you back in case you get disconnected? 17578486056. Thank you. Who is your internet service provider? My internet service provider is? Okay. And you may also have the model number and the serial number of your new links router. You can find that on the sticker underneath the device or on the box that came with it.
03:00
Speaker 1
The serial number is 33, CD 10 M 2 to A07101. That's correct. Yes. Hold on. Let me get that. The model. I'm not sure, where would I find the model number?
04:00
Speaker 2
The serial number will do. Okay. So the serial number is 3-3, Charlie, 1-0, Mike, 2-Charlie, Alpha, 07101. Is this correct? Okay. And the model number of your product is MR7 350. Is this right? Okay, no problem. [silence] But you can find the model now. [silence] You know, if it's a waterproof camera sorry it is. [silence] Got it. [silence]
04:00
Speaker 1
Okay. Okay. Let me contain that because I I took pictures of everything under the device, right? Let me see if I can see. Yes, that's correct. Okay, model number is Mike Romeo 7350. I just got it in the mail today. Yes. Well, I I presume you I bought I thought I bought a brand new product. I don't see any sign to say it's.
05:00
Speaker 2
she's asking you to look for the serial number on the phone's body or the box. Okay, no problem. All right. By the way, you're calling from the United States, right? Thank you. Thank you so much. By the way, you mentioned that you just purchased this product yesterday, correct? I see. Is this a brand-new product or refurbished? [silence]
05:00
Speaker 1
refurbished. I bought it on Amazon. I know I know I have a record of it. thought I it's on my it's just an Amazon purchase. It's on there. Do you need that?
06:00
Speaker 2
I, I understand. You still have the, the receipt of purchase, right? You still, mhm, okay. Thank you. Please keep this receipt of purchase, please, please, um, keep the receipt of purchase for warranty purposes again. And also, by the way, let me set your expectations that this product has already reached its end of life phase. But since you mentioned that this product was just purchased yesterday and brand new, then we can take your word for that. Just keep the receipt of purchase for warranty purposes, okay?
06:00
Speaker 1
so are so hold on there so did you say that this thing is reached the end of its life I then I'll just send it back
07:00
Speaker 2
And you can email the receipt later. You can. Yes. Yeah, it already reached its end of life phase, but we can still assist you in setting it up since you just purchased a device. But if you opt to return it to Amazon since it's already reached its end of life phase, then we will respect your decision for that. But please know that we are always here to help you set up the device. I understand. So no problem. Let's start with the modem. Do you have a computer available right now with an ethernet port? Is it connected to the linkage router right now?
07:00
Speaker 1
No, I'm computer does not have an ethernet part. My modem is a wireless. I'm sorry, I'm sorry, Sorry, I'm sorry. No, my well, my modem, it's not wireless. I have it hooked up to the internet, and then it's the, uh, there's an ethernet cable going to the, the router. Yes. It's got, uh, two lights.
08:00
Speaker 2
OK, I see, is the cable from the modem connected to the internet port of the length router? OK, may I know the current light lit up on the lens router like the power light is it solid blue, blinking blue, solid red, solid purple.
08:00
Speaker 1
uh, One's blue on the lower and then red on the on the upper. It's - hold on a minute. No, it's not solid blue. It's it's uh blue on the bottom and red on the top. It's like both blue and red. with wireless or with an Ethernet cable. Okay, let me uh, let me give that a shot here. [silence]
09:00
Speaker 2
The On, OK, so is the power light solid blue? OK, now, can you connect the links, router to that... Oh, I mean, can you connect your computer to the links, router wirelessly? Since the computer does not have an ethernet port, let's connect the computer wirelessly to the password router. Okay. So please check underneath the device if there is an SSID and password printed there check if that default Wi-Fi password is broadcasting on your computer.
09:00
Speaker 1
I show a Linksys setup 49 B. Yeah, it's it's on there. It's. Yes. Okay. Oh, okay.
11:00
Speaker 2
okay okay now connect your computer to that WiFi name and then enter the password you found underneath the router it is key sensitive. [silence]
11:00
Speaker 1
Okay. It's showing, it's connected. Uh, access what? Yes. Okay. [silence]
12:00
Speaker 2
Okay. Now, can you try to access different websites on the computer? Can you try to access random websites on the computer to check if it is online or not? Then let me know if it can access different websites, okay?
12:00
Speaker 1
Ok. ok. ok, ok. one, nine, , uh, I'm sorry, 192. [silence]
13:00
Speaker 2
Okay. So, let's access the setup page of the Linksys router. Please open a web browser on your computer, and then go to HTTPS://192.168.1.1.
13:00
Speaker 1
Okay. Okay. Okay. It says, uh, connect to Wi-Fi. Oh, I can I have a connect button down here. Should I click the connect button? No, it's just it's just coming up blank.
14:00
Speaker 2
68.1.1. okay let me know the options that will appear after that. okay yeah please. okay yes please make sure that the computer is connected to the Wi-Fi properly. mm-hmm. so, let's try this. type in
14:00
Speaker 1
my, all one word, my router. my router.local. Okay. It says download the Linksys app for setup. No, I do not. I see a Wi-Fi image, but no phone. Hold on. Let me scroll down here a little bit. Uh. Okay.
15:00
Speaker 2
Myrouter.local in the main address bar. And then press enter. My, yeah, myrouter.local. One word, no spaces. Local. Yeah, and then press enter. Again. Do you do you see a phone icon or phone image on the screen? Again. Do you see keep your Wi-Fi handy? Keep your, Wi-Fi handy? Did you see that? The settings. Go to Internet. Settings. Go to Internet Settings.
15:00
Speaker 1
No, I have uh QR codes. But nothing no, I do not. Yeah. No. Um I think it wants you to it says it it tells me that I can download the app at the app store. Uh either Google or either Apple
16:00
Speaker 2
Is your Wi-Fi handy? Do you see that? Okay. Do you see continue? Do you see continue to LinkSmart Wi-Fi at the bottom? Okay, so, um, let me - let me double check. One moment, please. Do you see my home Wi-Fi? Okay. Can you send me - Okay, um,
16:00
Speaker 1
Okay. Okay.
17:00
Speaker 2
I will send you a screenshot. email and then you can reply to the email. Okay. wait, let me send you the Okay. email one moment, please. Okay. create a record for you in the system. first, so I can send you an email. Okay. thank you so much. Sure patients we'll waiting, please. Give me another two minutes.
17:00
Speaker 1
Have you have you sent it yet? [silence] Oh, okay. All right, all right. [silence] no. [silence] [silence] No, I don't have the. Oh, yeah, okay. Yeah, I've been refreshing it.
19:00
Speaker 2
Yeah, I'm generating the email now. One moment, please. I already I already sent the email to your account. Can you please check if you receive the email? Um, I sent - the subject line is e - m:R - 7352 underscore. Okay. So, let me try again. One moment. Can you check your spam folder? Okay. And try to refresh your email. Okay. Thank you.
19:00
Speaker 1
Yeah, yeah, I have it now. I have it now. So, okay. I will send you a picture.
20:00
Speaker 2
Jeremy grew up in a German Jewish Christian household in Zielona. Okay, let me check. Please give me another 2 minutes to check your reply, okay? Okay, thank you. I got your reply. One moment. I cannot see the, the picture that you sent.
20:00
Speaker 1
you cannot see it? I did, but I'll do it again. I'm taking two pictures because it's too big for one screen. All right, it's coming to you right now. Okay, I just sent it. I got it.
22:00
Speaker 2
No moment. Yeah, the picture is not here. It's not attached, I think. Did you attach the picture? Yes, please. Thank you so much. Catch you. Okay, okay. Okay, thank you. You've attached. Let me check again.
22:00
Speaker 1
Okay, I just did that. I yeah, I just clicked the two phones. Now it's coming up right now. Okay, so now it has access velop.
23:00
Speaker 2
Oh, I got I got the photo now. OK. In the photo, I can see here that you have a picture of a phone. Click the picture of a phone. I would like the picture of the two phones there. Click the picture of the two phones. Yeah, the one, the the there are two and I can see that you have two screens. The first screen has a Q R code. Uh, click the two picture, or I click the two phones located on the screen that has a Q R code. Okay. All right. Thank you so much. Okay.
23:00
Speaker 1
just admin? Any, just admin. Okay. All right. Okay. so now it says, a password. username. it's asking me. uh, oh, I'm not going to save the password. Okay. All right. Now I've got it. I've got the screen. Um, yes. Oh no. yes, the Wi-Fi dual. Yes.
24:00
Speaker 2
Enter the word admin as the router password. the word admin. [silence] In lowercase. [silence] Yep. [silence] In all lowercase. [silence] That's correct. [silence] Just admin. [silence] Is it F. [silence] Is it asking you to enter a new router password? [silence] OK. [silence] OK. [silence] So do you see now the links is Linksys Smart Wi-Fi tools. [silence] Perfect. [silence] No. [silence] Okay. great. [silence] At the bottom of the form.
24:00
Speaker 1
speech speech speech speech speech [silence]
25:00
Speaker 2
[DOWNWEIGHT] On your screen, you can see very small in. You can see their and user license agreement. And then at the end of that, you can see C. A. The word "C. A." Can you clock that one. yes, c A. okay. clock Connectivity. Okay. And then clock the router setup. Or Velop setup. Do you see it? That next to administration. [silence]
25:00
Speaker 1
It's asking, uh, Devlop set up. Yeah. That what we want? All right. Okay. It's asking for an SSID and a password. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
26:00
Speaker 2
dca routers so dca router setup or develop at and okay click that one all right click that one please and then let me know the options that will appear okay all right good now you need to enter your um new wifi name and new password in that page and after that you need to click setup okay there's a word setup at the bottom setup note make sure to take note of your wifi password it is case sensitive after entering your wifi name and password click setup note and let me know once done
26:00
Speaker 1
says uh your router is applying changes okay okay Do I say okay on the apply applying changes uh but it's giving me a screen now applying changes you're right the router is applying the changes do I just press okay okay it's not done it says router not fine found [silence]
27:00
Speaker 2
Okay, now you will be disconnected from the router since we changed the Wi-Fi name and password. Once the page refresh, you have to reconnect your computer to the new Wi-Fi name and enter the new password you have created. So, you will be routed back to the setup page. Do you already click set up node? Yeah. Just to verify you click set up node earlier right? Because that's very important.
27:00
Speaker 1
Okay. Um, it says retry. Should I retry or do I go back to, um, Okay. Um, [silence]
28:00
Speaker 2
Okay. Now reconnect your computer to the new Wi-Fi name you just created. Yes. Click retry after you have connected your computer to the new Wi-Fi name. [silence]
28:00
Speaker 1
[silence] Okay, it's so it is showing connected. So should I try a uh a random? Okay. That did it. Okay, so um, so I should be yeah, that that was awesome. So, I, let me please stay with me so I can uh hook up my TV. Make sure I can hook up my TV.
29:00
Speaker 2
Perfect. Yeah. Perfect. Access [silence] access my website and then let me know if you can go online. Perfect. By the way, uh-huh. Uh-huh. Uh-huh. Uh-huh. Sure. Before you will hook up your TV, can you tell me if the power light of the router...
29:00
Speaker 1
Yes, it is solid blue now. Okay. Okay, it says it's connected.
30:00
Speaker 2
Awesome. Yes, please go and connect your TV now. [ silence ] Perfect. Can you access different channels in your TV? Is it online now?
30:00
Speaker 1
[silence] I'm going to do that right now. [silence] Okay.
31:00
Speaker 2
Okay. Take your time. By the way, in case you need a ticket number, I sent it via email. You can check the ticket number on the email in case you would need it in the future. Thank you. [silence]
31:00
Speaker 1
Okay, lip flaps were set. Well, you did all the work and I really appreciate what you did. I would have been completely lost without you, so, well, thank you so much.
33:00
Speaker 2
Perfect. Congratulations on a job well done, Norman. You still have other questions that I can help you with today? It's been a great pleasure helping you today, Norman.
33:00
Speaker 1
What what is your what is your name? Donald, thank you so much on a and may the Lord bless you abounded, apenas right. doweb Mac, that's anyone else. All right, thank you.
34:00
Speaker 2
thank you for calling Linux. My name is Donna, D O N N A, Donna. Thank you too. Oh, that's awesome. That's so sweet. Bye-bye and take care. Bye-bye.
34:00