V2 Rubric Detail — 3a7afaf2-6a6e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 17:01
Duration
42m 45s
Contact
Ronnie Harwell
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00133781
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: separate bands
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall55.0% (-1.1)

V2 Grader Summary

The agent demonstrated ownership and correctly handled warranty status, but provided materially incorrect technical guidance by recommending the 5-press method for factory reset on an MR5500 — a model that requires a 10–20 second reset hold. Combined with unstructured troubleshooting and repeated customer effort, the issue remained unresolved, resulting in a failed outcome.

V1 Case Analysis

MR5500 (out of warranty) could not access local admin page; customer wanted to change SSID and separate bands. Agent provided incorrect cloud-login guidance. After 5-press reset, router rebooted with default LINKSYS SSID but original configuration requests were not completed or verified.

Troubleshooting Steps
  • Advised to access http://192.168.1.1 or http://myrouter.local
  • Suggested using different browsers and incognito mode
  • Instructed 5-press reset (press-release five times) to restore default settings
Key Observations
  • Agent consistently directed customer to cloud login credentials instead of router admin password despite being on local IP
  • Excessive hold time (~5 minutes total) with no progress updates or instruction summarization
  • 5-press reset was correctly executed per KB, restoring default network but not completing original configuration request
  • Customer remained confused about local vs cloud access throughout the call
Positive Highlights
  • Collected and verified customer contact details (name, email, proof of purchase)
  • Correctly identified device as out-of-warranty and set appropriate support expectations
  • Accurately instructed 5-press reset procedure for MR series per KB
  • Confirmed router rebooted and default SSID appeared, validating basic functionality
Agent Errors / Gaps
  • Repeatedly instructed customer to use email/password for local router access instead of admin password
  • Failed to identify or explain the 'click here' local access link below cloud login prompt
  • Did not verify or confirm whether customer had set a custom admin password (default is 'admin')
  • Did not confirm completion of SSID rename or band separation after reset
  • Spent excessive time on holds without clear progress or updates

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never completed setup; ended with LED in red/blue state and unable to access local interface despite multiple resets. No resolution confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided through receipt submission, resets, and 5-press attempt, but skipped core diagnostics like verifying physical connection, checking DHCP, or confirming firmware.
R3 Met Correct resolution path conf 97%
Correctly identified device as out-of-warranty via serial, avoided paid support push, and offered full troubleshooting path instead of dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Asked basic questions (‘What have you tried?’) but failed to build diagnostic logic around symptoms (login failure, LED state, setup loop).
T2 Met Appropriate tools / resources used conf 92%
Used case ticketing, email follow-up, and real-time guidance appropriately. No unnecessary tools were skipped or misused given the scenario.
T3 Not Met No misinformation conf 94%
Instructed customer to 'press reset five times' for factory reset on MR5500 — this is incorrect; correct method is 10–20 sec hold (per universal_factory_reset.md).
Communication
C1 Partially Met Clear & professional language conf 86%
Maintained call flow but used unexplained holds (e.g., 'I’ll put you on hold for two to three minutes') without clear framing or time updates.
C2 Partially Met Confirmed understanding conf 84%
Used consistent 'sir' but did not adapt to customer’s confusion about login screens or verify understanding after complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Owned case end-to-end: created ticket, requested documentation, stayed on call, and attempted multiple recovery paths without transfer.
O2 Partially Met Proactive follow-through conf 87%
Provided incremental next steps (send receipt, try reset) but failed to set overall timeline or define exit criteria for unresolved case.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation needed — issue was within L1 scope and agent continued appropriate troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Polite and patient, but no explicit empathy for repeated failed attempts or frustration; remained procedural despite mounting effort.
X2 Partially Met Tone & rapport conf 82%
Maintained steady pace but did not adjust for customer’s technical confusion (e.g., inability to distinguish cloud vs local login).
X3 Not Met Overall experience conf 90%
Customer performed redundant resets, sent receipt via email, endured multiple long holds, and repeated browser steps — avoidable effort.
Call Transcript56 turns · 66 lines
Speaker 1
I was trying to set up a new router.
00:00
Speaker 2
Welcome to Linksys Support. To. 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.lingxt.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. For more information, call [silence]. For more information, call [silence]. For more information, call [silence]. For out of warranty products, paid support option may be available, depending on your issue. Thank you. Thank you for calling. How can I help? OK. I'm. Can I have the serial number? Let me double check. Thank you so much. And who's your internet service provider? Okay. Okay. This one says the MR 5500. Okay. And when did you purchase this one? eBay. Serve to ask for the proof of purchase from ebay, because based here on the serial number, the device is actually showing as out of warranty. So, um, we can check if we can provide full support for, um, for the device.
00:00
Speaker 1
Okay, so what do you need me to do? It's Ronnie Harwell, R-O-N-N-I-E, H-A-R-R-W-E-L at Yahoo.com. Just Ronnie Harwell. Yes. It is the best. Yes.
02:00
Speaker 2
at least we can update it here on our system. just take a screenshot of the receipt that you have from eBay and then I'll send you an email where you can attach and then reply it to us. can I have your email first? okay. and first name and last name sir? okay same on the email. alright. and then is this the best callback number in case the call gets disconnected? the one that ends in one, one, eight four. Okay, let me create a case ticket first, then I'll uh, I'll send to you an email so you can attach the receipt. I'm still creating your ticket for a while.
02:00
Speaker 1
Okay. You got it and I see
05:00
Speaker 2
All right, I have sent an email search the email address you provided me. [silence] You did not receive sir the email?
05:00
Speaker 1
Wise. Wow there it is now. Okay. Go. you need to call you back after I get it a little or what. [silence] Oh, yes Send it. correct
06:00
Speaker 2
Okay. Uh, okay. Uh, you can send it to I can wait for a few more minutes. If you can send it to me right now.
06:00
Speaker 1
Yes, I do. I don't know if that's what you need there for sure. [silence] Let me check here. [silence] [music] [silence] I'm going to hold your from that until it's gone.
08:00
Speaker 2
Alright did you send it back sir? Um, yeah, let me just double check here. [silence] Um, I'll put you on hold for like two to three minutes, so I'll just stop.
08:00
Speaker 1
Okay. yes alright [silence]
09:00
Speaker 2
I'll just refresh my system here. It's showing sent already on your end, right? Okay, all right, I'll I'll put you on hold, sir. Let me just refresh my system here, then I'll be back. Thank you, sir, [silence] Hello sir, thank you so much for patiently waiting on the line. So, um, okay. Yeah, I was able to receive the proof of purchase that you sent. So, for this one, sir, um, we can only uh we can provide uh troubleshooting assistance for the device. However, in if um, since um, this was actually purchased through eBay. Any um, in case the device gets defective, we'll just for future reference, uh, replacement will be on eBay, sir. Okay? Alright. So, um, yeah. For the setup, since this is the first time that you're trying to set it up. [silence]
09:00
Speaker 1
Yes, it is. Okay. I've actually got it working, but if the network's not showing up as as Linsky when I go to the internet. Yes. But it is up and working. It's just got a different name than the Linsky name. So, I don't know if that matters or not. Right now it's showing up as just Ron. And before it was. Yes, it's connecting. Yeah, it did connect. But it was showing up as Linsky setup. [silence]
13:00
Speaker 2
[silence] Is it already connected to sir to your Spectrum modem? [silence] Okay. And what have you tried so far? [silence] [silence] [silence] Okay, you mean the the Wi-Fi name? [silence] Okay. So you [silence] Yeah, usually they refer this one. [silence] Do you know what's the Wi-Fi name? [silence] Were you able to connect? Uh okay.
13:00
Speaker 1
And I had 5G and 2G and guess. So I was trying to get those settings back and I don't see them on there anyway. Ron. Yes, I didn't know what it was asking for, but I could put the wrong thing in I guess, but it is connected and working.
14:00
Speaker 2
It will show soon. but usually sir, what is the Wi-Fi name that you use for this one? so you are the one who created the Wi-Fi name, Ron? okay. And then you're still looking for the links he set up, right?
14:00
Speaker 1
Yeah, yeah. Yes. Okay. There's no way to change that. What would you have to do just reset the router? Yes.
15:00
Speaker 2
Wi-Fi name? Well, for that one, um, usually, sir, for this one, um, when you go through with the set up, it will ask you to create your own Wi-Fi name and password. I think that is what you did with the setup wizard. And then, um, yeah, for that one, if you have already created your Wi-Fi name and password, you will no longer be able to see the, the links it set up. 4-1-7 because it will actually change to what you have created already. Uh, no. If you want to change it, sir, you can actually, um, by changing it, you want to change it, you want to change it to a different Wi-Fi name, or you want to separate the 2.4 or 5 gigahertz. [silence] Okay. [silence] You want to separate the 5. Do you want to split the bands apart? [silence] Yes. um, so make it into two different Wi-Fi names? [silence] Yes. Then actually you have to go on Google, your/model and then make it into a different kind of, um, configuration there. [silence]
15:00
Speaker 1
do what? yeah the two point four and five okay I can't do it through the Lensky's app kind of okay
16:00
Speaker 2
separate what do you want sir to change like you want to change it to a different Wi-Fi name or separate the two point four and five gigahertz okay you need to access her the web interface of this one so you need to go to 192.168.1.1 using a web browser if separating sir no but if you want to change it to a different Wi-Fi name you can change it to the using the links app but if separating the two point four and five gigahertz we don't have that option on the app only on the web interface only to the 192.
16:00
Speaker 1
What do I need to go to? You can open the browser any browser available on a device. Okay. Continue to Linksys smart Wifi. Okay. I was just saying this.
17:00
Speaker 2
Open a browser, any browser you have available on a device that you're using. And then on the address bar, go to 192.168.1.1 All right, and then what do you have, sir, on that page? Um, do you see, sir, like a picture of a phone? Double tap, sir, the phone icon or the phone picture.
17:00
Speaker 1
Sign in for e-mail address and password. Okay. No. Yes. Yes, inner. Yes. Okay.
18:00
Speaker 2
[KEEP_UNCERTAIN] Uh, it should be their router password. Um, do you have an option for, like, um, do you have an option for local access? So it's just asking for an email and password? Try to, did you create a Linksys account on the app? Try to, try to log in using that one. [silence]
18:00
Speaker 1
All right, it just came up there when I recalled. Edge jaw No, I've got book but going age in Safari,
19:00
Speaker 2
[silence] Can you try using a different browser? Or yeah, what [silence] what browser did you use right now? [silence] Edge? Do you have Chrome? [silence] Okay. Try localhost. [silence] Open it in a new tab and then go to myrouter.local.
19:00
Speaker 1
[silence] okay it brought up the same link yes. Yes, and when I click it, it just goes to email address and password. No. Yes, email address and password no
20:00
Speaker 2
Same page. What page do you have? Sir, like, do you still see the phone icon?
20:00
Speaker 1
Yes. OK. OK. What do I need to do? OK. [silence] It's solid blue. [silence] Okay.
21:00
Speaker 2
ok and then let's wait for the router to reboot, sir. the LED light once it's ready to be set up again, it should be solid purple at the front. solid blue still, ok. just give it some time.
22:00
Speaker 1
and it doesn't turn purple don't get or is it supposed to turn purple [silence] Yes. I used my finger now. Okay, I did it, but it turns blue instead of purple. Yes. Yeah, it turned red. [silence]
23:00
Speaker 2
So it's still solid blue now, sir? Okay. Did the light change when you press and hold the reset button? [silence] [silence] It turned red. Okay. And then [silence] check the Wi-Fi, sir. It should revert back to Linksys setup. [silence] 417. [silence]
24:00
Speaker 1
No, it's not showing up. Yes. [silence] Yes.
25:00
Speaker 2
It's still the same, is it still showing the same Wi-Fi name that you have before or no? Okay. Okay. But the light still solid blue. Okay. Can you unplug, sir, the router and then wait for 15 seconds and then plug it back in.
25:00
Speaker 1
Okay. All right. Actually, it's nothing, no, no light on now. Okay, it's solid blue.
26:00
Speaker 2
All right, plug it back in sir. And then any changes there on the LED light or it's still remains solid blue? Okay. So solid blue, okay, and then check the WiFi sir. Okay, it's showing still the old WiFi name that you have created.
26:00
Speaker 1
OK, nothing's showing up now for it. All the old Wi-Fi or Linsky's is not showing up either one. Yes. Yes. OK. All right.
27:00
Speaker 2
you press, uh, the red button at the back right for the reset. Okay. Can we try one last time, sir, for the reset? Let me know if you press and hold the reset button. I'll set the timer. Okay.
27:00
Speaker 1
It's solid blue. Yes. Yes? Yes. [silence] Yes.
28:00
Speaker 2
You can let go now, sir, of the reset button. still solid blue. Okay. Okay. It's still a solid blue, sir. Okay. I'll set the timer for 60 seconds. Let's see if there's going to be changes. But when you press and hold the reset button, sir, did it turn solid red again? When we pressed the reset, okay.
28:00
Speaker 1
I press it again. No, I'm using a phone. I've got a computer, but it's an older one. It might take a little bit to come up. Okay. Now the routers showing up. It's I guess it's showing up purple. Now it's got red and it looks like a reddish blue or reddish brown. [silence]
29:00
Speaker 2
No, so let's give it some time. And you are using your computer, right? Phone? Okay. Do you have a Siff Raspberry phone, what other device do you have? Uh, okay. Can you check for the Wi-Fi name now? Turn off your wi-fi and then turn it back on. See if it will show either the old or the new ones.
29:00
Speaker 1
All right. And then check to see if it's showing. Yeah, it is. OK. [silence]
30:00
Speaker 2
OK. All right. And then check to see if it's showing as LINKSYS now. It is OK. Can you try to connect? [silence]
30:00
Speaker 1
just one moment just one moment okay. it's connecting now on the phone myco my goal was to make, what, yeah. That's what was now. Yeah. Now. Linton. Yeah. splash my phone. Yeah. Start. Okay. It just came up down load the link, he's got for setup and it's got the picture of the phones.
31:00
Speaker 2
Okay. And then you sir open sir a browser and then go to my router. dot local. Okay. Double click is the phone icon.
32:00
Speaker 1
Okay, it just brings up the same thing, email address and password. Can I do what? Yes, uh-huh. So I'll go out on one. [silence]
33:00
Speaker 2
okay. um, can you, can you use the in private window? We are, um, we are using Edge, right? Microsoft Edge. Um, do you have, sir, like a three dots on the upper left-hand corner or right-hand corner? Of the browser. Um, yes. Three dots are on the upper right hand So we can open new in private window.
33:00
Speaker 1
Hold on a minute. I've got it. Yes. okay. two phones. two phones now. just the phone. okay. yes. No, it doesn't say that. [silence]
34:00
Speaker 2
same thing okay um phone okay um or do you have so like a hyperlink continue to link s is it does you have that option below or just the phone okay double tap again sir the phone is it asking still for the email and then double check below if you have another box for um for local access click here okay All right, um, I'll I'll be back. Sir, I'll put you on hold for like two to three minutes. Okay. Let me just check something here. [silence]
35:00
Speaker 1
Yes. I'm not sure wherever that means. [silence] high phone, okay, I went to that, but it's still just asking for, daughter and password, yes. Okay. Well, it's working now. It's just showing, it's working but the light is red and blue, but
39:00
Speaker 2
I phone okay sorry it's still asking for email and password okay because I think we we actually really need to use a PC if the desktop mode not working but let's try this one first um since the LED light is still magenta or purple can you press the reset button sir of the router five times do not hold it like press release press release do it five times not um yeah that's that's oh sorry sir like like a is it uh
40:00
Speaker 1
It is working. Okay, what's showing up? You set up for 17. Okay. The red button again, right? Okay.
41:00
Speaker 2
Yeah, it has the Internet, but we need to complete setup. So you can like configure the Wi Fi name. Just click, the reset button of the router. [silence] [silence] Okay. [silence] Uh but yeah, just just press the reset button serve the router five times. [silence] Not too fast. Not too slow either. [silence] The red button, yes. Like press, release, press, release. Do not hold it. Just press it five times. [silence] Hi. [silence] And then the LED light should start blinking now, sir or is it still the same?
41:00
Speaker 1
It's blinking I can try hang on Thank you.
42:00
Speaker 2
LED light. Blinking, okay. We'll have to wait for it to turn to solid blue. Is it possible, sir, that we can maybe use your computer? So we can access the web interface. Okay.
42:00