V2 Rubric Detail — 471f73ce-7f0d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 22:50
Duration
89m 31s
Contact
864-999-0744
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00129429
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR6350 - intermittent disconnect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall87.2% (+31.2)

V2 Grader Summary

The agent successfully resolved the connectivity issue by performing a factory reset and guiding the customer through the app-based setup for an MR6350. All technical guidance, including the 5-press method and out-of-warranty policy, was accurate per the KB. While the diagnostic process was not fully systematic, the outcome was a successful resolution with verified speeds.

V1 Case Analysis

Customer (Lisa Vincent) reported intermittent internet loss on MR6350. Performed factory reset, re‑configured via Linksys app, speed test showed 500 Mbps down/24 Mbps up. Issue appears resolved for now.

Troubleshooting Steps
  • Verified model and serial number.
  • Discussed warranty status (out of warranty).
  • Performed factory reset (30‑second reset button hold).
  • Guided through Linksys app setup, created admin password, re‑created Wi‑Fi SSID.
  • Ran router‑to‑internet speed test to confirm connectivity.
Key Observations
  • Agent gave an incorrect 5‑press pairing instruction for a standalone MR6350 router.
  • Agent stated the device was out of warranty and did not offer paid‑support options.
  • Call contained many pauses and repeated instructions, leading to low efficiency and communication clarity.
Positive Highlights
  • Collected correct model and serial information.
  • Performed a proper factory reset and guided the customer through the app setup.
  • Confirmed a healthy speed test after re‑configuration.
Agent Errors / Gaps
  • Provided 5‑press pairing steps, which apply only to mesh nodes, not to MR6350 routers.
  • Confused the customer about login methods (email vs router password) and required extra clarification.
  • Did not verify the ISP modem status before resetting the router.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet is back, speed test shows 500 Mbps down/30 Mbps up, and agent concludes issue is resolved.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed factory reset and reconfiguration but skipped key diagnostic steps: did not verify if issue occurs on wired connection, did not power-cycle modem first, and assumed router was root cause without isolating variables.
R3 Met Correct resolution path conf 96%
Agent correctly identifies device is out of warranty (MR6350, EOL since 2021), explains no hardware replacement is possible, and proceeds with best‑effort troubleshooting including factory reset and re‑setup.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent asks about pattern and modem model but fails to logically isolate root cause; jumps to factory reset without ruling out modem or ISP issues, despite customer stating Spectrum already confirmed their equipment is fine.
T2 Met Appropriate tools / resources used conf 94%
Use of Linksys app and on-device reset is appropriate and sufficient for this scenario; no additional tools (e.g., logs, remote access) were necessary or available for L1 support.
T3 Met No misinformation conf 98%
All technical instructions (30-second reset, 5-press method for MR6350, app login flow, out-of-warranty policy) are factually correct and aligned with KB documentation.
Communication
C1 Met Clear & professional language conf 95%
Agent sets expectations early, maintains control throughout, guides step-by-step, and manages transitions clearly despite customer digressions.
C2 Met Confirmed understanding conf 93%
Agent uses plain language, checks customer’s screen status, repeats instructions when needed, and adapts to customer’s pace during app setup.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case end-to-end, performs all steps personally, does not transfer, and follows through to completion.
O2 Met Proactive follow-through conf 92%
Agent sets clear next step: observe the router for the next 24 hours and call back if issues persist; no disconnect or callback commitment was broken.
O3 Not Applicable Closure confirmation conf 100%
No prior case history is referenced or observable; this appears to be the first documented interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 and successfully resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent remains professional and courteous but never explicitly acknowledges customer’s frustration or history of repeated issues; misses opportunity for empathy despite customer mentioning prior paid support and ongoing instability.
X2 Met Tone & rapport conf 92%
Agent matches customer’s conversational pace, checks comprehension frequently, and adjusts phrasing to keep customer engaged through complex setup steps.
X3 Met Overall experience conf 94%
Agent uses serial number provided at start, avoids repetition, leverages app for real-time feedback, and minimizes customer effort during reconfiguration.
Call Transcript66 turns · 92 lines
Speaker 1
Or I'm gonna customize it. [silence]
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. While waiting, you may also visit support.linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result in a longer wait time. We appreciate your patience. You can also visit our website at Linksys.com, or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible. [silence]
00:00
Speaker 1
You just get them all. Hey, what you can do, give me the serial number off the back of the diagram, okay, is there one out there? We're not one other thing. [silence] You know, you need you [silence] posing and those. [silence] Here I [silence] Now, did Perry say for [silence] paper towels? [silence] well [silence] And so the their equipment to do it. What's the problem? The router is from a third party. LINK Sylvester. Well, I'm a little when I had to do all that shit. I had to call Linux and they went in and. This,that and the other and upgraded the stuff for money, then I had to pay them. So. Obvio. Yes. The modem and Specs and the equipment they said is fine. Ralph. We just wanted it to quit going in and out. I'm not drunk. What is that? Uh-huh. One of the, one of the road bag. [silence] you got it done Costume pants are it's okay backup anyway everybody's all the way out please be sure to highlight them. [silence] meet it Will you make us some iced and glass? We will keep having. [silence] Well, I hate calling sex preference. You tell me everything's fine. You wouldn't have to, you wouldn't have to hold so long. All right, baby. [laughs] [climax] [silence] Yeah. Thank you for talking your all. Thank you very much. [silence] Yeah. Amen. Awe, this sucks. I don't know why it's so thick. Yeah. Jegan and Rush are first first Black Reaper. [ silence ] My nose isn't black. See, it's not the-- Thank you. I will be he. nothing on your salmon patties anything I don't know. We have any real hot sauce. So we'll Buffalo sauce. order that cushions three preset. I only have four sets in there. So would and would order one bowl baby hello and I'd be right too for the love seat and each chair that's why they were cheaper than the Jiva appreciate Who cares? [silence] Paul Y. Oh why are we here? Here we're just on the camera. No death. It's about to take picture Well he finished he took a picture oh yeah Yeah I know oh no yeah [silence] *English to german*: Aber sie wissen nicht, wie sie sich verhalten müssen. [silence] *German-" పే cristian, nicht.* Und um Mitternacht, wenn Sie kommen, [silence]
01:00
Speaker 2
[silence] Thank you for calling Linksys. My name is Nathan. May I know who I'm speaking to?
53:00
Speaker 1
Yes, my name is Lisa Vincent. Mm-hmm. The account holder is Mark Vincent. We have a a router from y'all. We're having issues with the internet. Disconnected going in and out all day long and then coming back on. So I need to get someone to look into see if we need some new equipment. I've called Spectrum and the modem is from Spectrum and they said that everything's fine with them. And to call you. The model? Yep. And the serial number with the model. You need the serial number? 3-4-N-A-N.
54:00
Speaker 2
Lisa Benson okay okay. Huh. Model. Yeah, go ahead serial number, then.
54:00
Speaker 1
Iee tomorrow two six A two six A zero zero four 18. Okay. M R. 6350. That's correct. M R 6350. Yes.
55:00
Speaker 2
correct meaning it. you have an MR6350 is all right all right now do you have the internet connection right now and you mentioned that it is spotty correct meaning it
55:00
Speaker 1
-mail and he didn't know it loses the internet. The internet loses connection off and on all day long. Um several months ago, I had it upgrade, you might can see in your notes. But my issue that and I call spectrum, it's not them. So they told me to call y'all. The thing is, we got to get it rectified even if we have to go with some other router, because I can't have this when I'm work from home all day.
56:00
Speaker 2
All right. When you say that it's on and off, is it the internet only or the network? [silence] There are two levels of connectivity from the device, let's say a computer or phone connecting to the...
56:00
Speaker 1
It totally loses it all together. You have to reset the box every time to get it and re reboot it back up for it to connect to the internet. No, no, Ma'am. Typical, I have to uh, I'm going ahead. I'm sorry. Yes Ma'am. The internet's on and TV's on now. [silence]
57:00
Speaker 2
Fourth, there's the network local, and from the router, going outside to the internet, that's the second part, right? [silence] No, I'm not connected to the internet. [silence] Currently. [silence] Currently.
57:00
Speaker 1
Yeah, it, it happens, uh, several times a day all day long. Uh... There's no pattern. There's no pattern of when it's doing it. It just- just does it. And then you have to get up and reset the box and then master reset button on the um, I guess you want to call it, the other thing, that's from Spectrum. [silence] And then reboot it and then once it finally resets it and finds itself, you got to go in and refine the, uh, your internet that you have. [silence] and uh, and then reconnect. Then it- then it comes back up but it- [silence] it's not like it's once a week it happens. [silence] [silence] [silence] We're on disconnection. [silence] All the time. [silence] Like you can be playing a game and then oh, we're disconnected again and then you have to do the whole thing all over again. No. Is this still? We're still on audio. Uh, not an internet problem.
58:00
Speaker 2
Let's do this one. Is there a pattern where this issue, let's say, happens again or occurs? [silence] [silence] [silence] [silence]
58:00
Speaker 1
Happens, you know, you know, several times every day. I turn the device, the uh, off and on on the back of that and turn around and mash the reset button on the spectrum box. Uh, turn the router off and back on. And then hit reset, then it runs through and has to re find it. Then it comes back on to where you can get back and redo your internet again. Okay. Okay. Yes. Okay. It's okay. You're not facetiming from California. Yeah. Is that what you said? I don't think it is.
59:00
Speaker 2
When you say reset, did you press the reset button or you just turn off and on the device? [silence] Do you - [silence] They reorder router. [silence] OK, let's try to fix this one. We cannot ascertain whether the problem is the router or the modem. On the router, I will try to help you. Now, my proposal is we're going to factory reset the router or wipe out everything, reinstall it and then observe it. If it happens again uh most likely that could be the modu-
59:00
Speaker 1
Sure. "You got to start somewhere. Right." "Okay." "Yes, yes, she has a laptop that she has to use for work. It's not wired to this computer, no. It's you know, it's just it's up found the internet and that's how she how she works. There's nothing wired to this except for the uh, the internet and the the modem."
60:00
Speaker 2
but we can uh not just simply point oh the problem is the modem unless we uh have uh proof right now did this happen uh it's a trial and error they also do not know whether the modem is the issue or the router okay let's give the benefit of the doubt on that one uh this happened to uh wired connection as well uh you have a computer that is uh connected uh wired to the uh router wired right wired to the computer uh tell me the model of the modem
60:00
Speaker 1
respect them. Let me get a look at that there. Model is a E three one P two V is in Victor one it is a State of manufacturer oh two nine
61:00
Speaker 2
spectrum, is it a race, SV, yeah, you have the brand.
61:00
Speaker 1
It just has spectrum on the box on the side of it. get it sketched into the okay. yes yes 3.1. It's black. Yes ma'am. Doxus 3.1. I do see that. Yes ma'am. No uh not tonight. No ma'am. She won't work till tomorrow. So if we do it now we'd be okay. I got my app. Yes. She has the app. Yes on her phone. [silence]
62:00
Speaker 2
I got it. I got it. Is an E21WUV2V. DUX is 3.1. Is black. Is black. All right. That's good. If we reset the router, factory reset, reinstall, would the work of Cisco be affected? Just want to confirm. All right. Let's do the factory reset on the router. We may need the linksys app installed on your phone. Do you have it right? All right. [silence]
62:00
Speaker 1
Okay. Okay. Okay. I was discussing with somebody. Okay. Okay. Okay. Okay. Okay. Does it show where she paid, some money last time? I'm not, I'll talk to somebody else. Yes ma'am. Okay. Okay. Okay. Okay. Okay.
63:00
Speaker 2
let's do this one. can you do a factory reset? okay, let me set a expectation first. your router is already out of warranty, right? this has been out of warranty since 2021. you have to uh yes, last time. and then now, good news. now, the last time you paid money for that one, that was around $30. and now we upgraded the network and everything we changed the policy now. phone call support is free. but the hardware, we cannot replace it if it's defective. you can call us anytime. we will provide phone support, and that is for free. okay? now, again, we do a factory reset on your router and then I will help you install it.
63:00
Speaker 1
OK. the reset on front of the spectrum box or the, the other box? [silence] [silence] [silence] hoping that this is the red button's what I'm seeing. Hold it for how long? 30 seconds. OK. OK. OK. The lights on the back one.
64:00
Speaker 2
Go ahead. Oh. With the reset button and hold it for wrinkle 30 seconds. At the back. Oh. Three zero 30. Well, three zero 30 30 seconds.
64:00
Speaker 1
All right now one is back on, but it's on and then it shot a bunch of lights all the way across it just then and like I was checking it. And how many lights should I be seeing now? It's blinking like the lights are trying to come back on. [silence] Go play. Did you?
65:00
Speaker 2
[silence] You say something like, "All the lights on the front". [silence] Yeah.
65:00
Speaker 1
It is BLANK, that's blinking, uh, on the back and it's blinking blue on the top. Um, under Lisa's app, is that? Let's see. The says linksus setup 7d0. Yeah. 700. Then there is a password below that.
66:00
Speaker 2
All right. Is it blinking now at the back? All right. That's good. Can you tell me what is the default Wi-Fi name? Or the setup name? You can find it underneath the router. Now, the router itself, underneath at the bottom. You will find the network name or set up name. [silence] 70.0. All right?
66:00
Speaker 1
Lisa, come and look on your phone. She's got to pull it up on her phone here. It's in routing, getting, getting router settings. It's got the circle of bit. Yeah, cuz the light now went, look at the pink on the top of the box instead of blue.
67:00
Speaker 2
Alright, on your mobile phone with the Linksys app, can you check if you can see the links that setup D, D0? Okay. That's good. That's good. Okay. That's correct.
67:00
Speaker 1
five times. OK. I've done that. Yes, and now it's gone white on the top. It just says getting router settings and it's just spinning that blue wheel. I have the app open, ma'am, and it says getting router settings.
68:00
Speaker 2
Now, then you press the reset button, but do not hold. Press and release. One press per second and do it five times. So press and release, do not hold, five times. It will blink, right? Mm-hmm. That's good. On the app, tell me what it says when you open the Linxes app. Can you close the app? All right. Just wait for it. [silence]
68:00
Speaker 1
Okay. It says tech connection. You aren't connected to the Vixen compound. Now we need to look up to the internet. I have got to set it up now. It's like Oh. We're setting it up. Oh. [silence]
69:00
Speaker 2
are you connected to the old Wi-Fi name or to the Linksys setup D70?
69:00
Speaker 1
Jesse Ross. City p.m. City p.m. now. City p.m. lie down. All right, so I need to do it on the Linksys setup 7d0. All right, what password do I need? Oh, you set it on my phone. It is not there. Okay. It is. I got it set up on my phone. Let me go back to the app.
70:00
Speaker 2
Yes you have to be connected to the Linksys setup and the password is the one underneath the router.
70:00
Speaker 1
Okay. Loading the setup experience. Hold on. It says it's connected. Next. Make sure everything has finished starting up. So now we look at the router. What do we need to do? What's that thing doing? Is it getting? It's sitting here right now. To set something up, see the hole light or something?
71:00
Speaker 2
Okay, select next. Mm-hmm. Next. Mm-hmm. [silence] Mm-hmm.
71:00
Speaker 1
Awesome uh node, life is solid solid. We on. If you have hmm. Okay. Thank you. Connected to the internet. Yes. Use a I am. Yes. Okay. Yes. Continue. Continue. Um, now I'm logging in. Let me remember my password. Hang on. Tell you what. Making me sign in. I'm signing in now. I'm trying to sign in. I'm going to reset my password.
72:00
Speaker 2
status, can you tell me? Tell me what is the status of the app? It's up now. Ah, okay. Signing. Is there a way for you to sign in using the router? Do not use the email. It will not work if you sign in using email address. You should use the router to sign in.
73:00
Speaker 1
this router password off the map okay so I got a password whenever you ready I'm ready 6 lower case D 1 lower case C lowercase i 5 7 lower case a e s Ross it says the email and pass combination is incorrect what's the email
74:00
Speaker 2
Rotary battery. [silence] Tell me what you see on the screen. Is there an option for you to sign in using the router's password?
74:00
Speaker 1
I'm using the router password [silence] I was, okay [silence] I'm looking [silence] Okay right now I'm it says use the same Wi-Fi settings as Vincent Campan.
75:00
Speaker 2
Okay, when you log in in the screen right now, there are two ways to log in. Email and router. I believe you're trying to log in using email. Can you check? Okay, can you check if you can find the option to log in using the router password? You found it? You may need to step back one step. Ah. Yes, so that you can restore.
75:00
Speaker 1
um so I need to say yes then it says a privacy pledge and then I hit continue and then it's asking me the email address and password it says skip for now okay okay now it says create your router password okay you made a pan then right on there I saw the passwords you set up so middle panel okay just gonna typing on my side I'm sorry did you say stepping stepping sorry I'm sorry I'm sorry okay I'm sorry I'm just looking at some stuff here sorry you had a request pending for a moment then I agreed okay it says compete
76:00
Speaker 2
go ahead. Next. Yes. Do. Scroll down towards the end. There may be an option for you to router password or skip for now. Skip for now. That one. Okay. I need you to create. This is the administrator password, not the Wi-Fi password. Create this one. You have to remember this. Go ahead.
76:00
Speaker 1
I know I caught him, both in safety for those who I'm looking. [silence] Something must have stopped. Much to what she. I'm looking. A hint. Password hint. Just put, yeah. Okay. You write that on the man phone. So now it's config. Configuring the Wi-Fi. Yeah. It's actually running on the bottom, like it's could take a minute. It says. Okay. Oh, it says something went wrong and we couldn't transfer your Wi-Fi settings. Enter them manually. Okay. Go ahead and put back in again the Wi-Fi name.
78:00
Speaker 2
All right. You're good. Straight, right. And. Yeah. A little four minute story. Yeah, you have to die. Write. All right, it down. Enter it. But. Yes, your old wife. And. [silence] You're [silence]
79:00
Speaker 1
Alright, so put in the Vincent Compound. We're going to rename it now. No D, put a D and we'll rename it. Can you put the new? It's got to be exactly how it was. [Ma'am], it's asking me to pick something memorial. Do I pick a wifi name now or use something else that we've already used? Add D, put an D there. And then we make a new password. [silence]
80:00
Speaker 2
Go ahead. You can use something that you already use before. Mm-hmm. You go ahead, almost there. It's okay.
80:00
Speaker 1
Yeah, it takes a little time on that, doesn't it? That's crazy. Christ. Nah. Benson compound created. Now then they collect connection. Good. So now connect to the Wi-Fi. [silence]
82:00
Speaker 2
It's okay. Three to five minutes. Mm-hmm. All right. Good. Mm-hmm. Because you were connected to the Linux Setup regionally, you will have to go to the settings.
82:00
Speaker 1
um, so on the, on the, um, go to phone settings, go to your W, yeah, yeah, and go find Vincent compound on the extender, um, get that, um, yeah, um, put that up the room, that's it there, um, [silence]
83:00
Speaker 2
connect to the new WiFi name. go to the phone settings? yeah, phone settings, look for the WiFi
83:00
Speaker 1
Get that. All right, it's connected. It's like it connected there, then-- Well, we did. Go back to the app. All right. It next. You see the trip here? [silence] Yeah, I want my opinion. Mm-hmm. Really good. What's the router doing over there, Mark? What's it doing? Router next. Solid blue. Okay. Send diagnostic data to Linux. Next. Pitson compound is ready. Upgrade complete. Thank you for being a continued. It's just a government. Yes, ma'am. is going.
84:00
Speaker 2
Mm-hmm. Yeah, you can do that one. Next. All right. Next, go to dashboard. Continue to the dashboard. Go ahead.
85:00
Speaker 1
Uh she's on the dashboard. Uh What does she need me to tell you? On my dashboard. Yeah, recent next thing, okay, I gotcha. router internet or device to internet Either or Mmhmm, okay. Okay, it's doing the speed check. It's doing a speed check Uh I've done all this before.
86:00
Speaker 2
[ silence ] Correct. On the upper left hand side, on the upper left. There's the three bars, click that one. and then go to speed check or check speed. Go ahead. Router to internet, okay. It says both. The router to internet is faster. Device to internet is just a little bit slower. That's why I ask you ask a while ago, how many, go ahead.
86:00
Speaker 1
"This is what I did last time. It's got a ping number now, the purple dot, it says 17 ms. It's still checking, it looks like. Okay. It says 527 mbps and it says 24 mbps. uh-huh."
87:00
Speaker 2
slow all right download upload upload okay the download
87:00
Speaker 1
Hey. One second. Internet speed is 500 and 30 MBPS. S.
88:00
Speaker 2
the download is good is around 500 upload you need around 10 you have 10 to war. that's good already. now try the other one device to internet. Yeah, uh, okay. still good. that's good. now I need you to observe this device and uh the connection. we will just reset the router. we'll reinstall it we'll reconfigure it. The speed is 512 and 24 observing the next 24 hours.
88:00
Speaker 1
Okay. Okay. Good deal. Yes, thank you so much. Thank you. You have a good one. Thank you. You have a good one.
89:00
Speaker 2
hours. Problems still happen, call us. We'll try to check again on the deeper level on this one. but I believe this should be good and is more stable now. All right. How you good? How you good? All right then. Have a nice day and thanks for the calling us. You can call us anytime. You don't have to pay for the support. All right. Goodnight. Bye. [silence]
89:00