V2 Rubric Detail — 49cc10ea-80a8-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-15 23:52
Duration
40m 59s
Contact
707-995-0940
Issue Type
Router Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00137382
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR6350_Initial Setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership3.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall43.0% (-13.0)

V2 Grader Summary

The agent correctly handled the out-of-warranty status and provided factually accurate guidance (Met for R3, T3), but failed to resolve the connectivity issue due to incomplete troubleshooting (Not Met for R1, R2, T2) and omitted escalation despite persistent unresolved problems (Not Met for E1/E2). Communication was partially effective (C1 Partially Met), but ownership gaps remained due to lack of clear next steps (O2 Not Met). No critical compliance failures were observed.

V1 Case Analysis

Customer unable to access router admin or connect to Wi-Fi after changing SSID/password on MR6350. Accurate troubleshooting performed; issue unresolved. Recommend paid-support escalation or further diagnostics.

Troubleshooting Steps
  • Directed customer to http://myrouter.local and entered default admin password 'admin'
  • Guided customer through changing SSID and Wi-Fi password in router UI
  • Instructed customer to forget Wi-Fi network and reconnect
  • Suggested using a wired Ethernet connection
  • Recommended refreshing browser and retrying access
Key Observations
  • Agent provided correct local URL (myrouter.local) and default admin password (admin) for MR6350.
  • Agent did not verify modem connection or perform full power cycle (modem + router) despite connectivity issues.
  • Out-of-warranty status was confirmed, but no paid-support or escalation path was offered.
  • Customer struggled with UI navigation; agent did not confirm Ethernet cable integrity or suggest factory reset as last resort.
  • No clear next step or follow-up was established before call ended.
Positive Highlights
  • Collected model number (MR6350) and serial number accurately.
  • Correctly identified and communicated the default admin password 'admin' for the MR6350.
  • Successfully guided customer to access the router UI via http://myrouter.local.
  • Confirmed router power light was solid blue, indicating device was online.
  • Maintained polite and supportive tone throughout the call.
Agent Errors / Gaps
  • Failed to offer paid-support or escalation after confirming device is out of warranty.
  • Did not instruct full power cycle (modem and router) to resolve connectivity issues post-configuration change.
  • Did not verify physical Ethernet connection integrity or suggest trying a different cable despite reported 'router not found' error.
  • Did not confirm whether the modem was properly connected to the router's Internet (WAN) port.
  • Did not summarize a concrete next step or schedule a callback before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer never regained stable internet access or confirmed successful login; issue remained unresolved by call end.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent guided customer through accessing myrouter.local, using default password, forgetting Wi‑Fi, and trying another device, but skipped essential steps like power-cycling modem/router or checking physical WAN connection.
R3 Met Correct resolution path conf 96%
Agent correctly acknowledged OOW status but continued troubleshooting instead of dismissing, aligning with best-effort standard for configuration issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptoms (login failure, changing lights) and asked about device state, but did not establish a logical diagnostic sequence or isolate root cause (e.g., WAN vs. Wi‑Fi).
T2 Not Met Appropriate tools / resources used conf 94%
No use of diagnostic tools (e.g., checking router status page, verifying IP assignment, testing modem link) despite need to confirm physical and network-layer connectivity.
T3 Met No misinformation conf 97%
Agent accurately provided default password 'admin' and correct URL myrouter.local; no technical inaccuracies observed against the KB.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic flow but lacked clear framing, repeated vague prompts ('click that'), and lost momentum during pauses and customer confusion.
C2 Partially Met Confirmed understanding conf 86%
Language was accessible, but agent failed to confirm understanding after key steps and used ambiguous references without clarification.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on case throughout, attempted multiple solutions, and did not transfer or abandon responsibility.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timeline, or follow-up commitment established before call ended.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
After multiple failed attempts and recurring issues (router reverting to red light), agent should have escalated to higher support but did not.
E2 Not Met Escalation prep & handoff conf 91%
No escalation performed, so execution cannot be evaluated; omission constitutes failure given unresolved state.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed appreciation ('thank you for waiting') but did not acknowledge customer frustration or repeated effort explicitly.
X2 Not Met Tone & rapport conf 89%
Agent used repetitive, scripted responses without adjusting pace or style to customer’s confusion and technical difficulty.
X3 Not Met Overall experience conf 91%
Customer asked to retry steps multiple times without streamlining; agent did not reduce repetition or simplify process.
Call Transcript57 turns · 64 lines
Speaker 2
you're [silence] Welcome to Linksys Support. [silence] To ensure quality service, your call may be monitored. [silence] Certain products will be supported, while end of support products will have self-help options available. [silence] Please have your serial number ready and stay on the line for assistance. [silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Hi, did you say Donna, Donna, Donna. Okay I'll try to remember. Yeah, I got a Linksys router and would you like the serial number so we could see if we can get it to work? If, okay. Yes, William is W-I-l-l-i-a-m, and Christwitz is C-H-R-I-S-T-W-I-T-Z like Z is a good zebra, William Christwitz, my address is 3,568 Vista email, email, I didn't get the first part. [silence] it was like, sometimes the phone gets [silence]
06:00
Speaker 2
I have your first name and last name. And can you spell it out for us? [silence] I have your first name and last name. [silence] Okay, thank you. And I may also have your email address, and can you also spell it out for me? E-S-C-N-A-D-I-X is this the email address? The email address [silence] Oh, yeah. I have [silence].
07:00
Speaker 1
So, my email is E like ed, and then Christ wits, which is like my last name, C-H-R-I-S-T-W-I-T-Z at yahoo.com. Yeah. A provider is media com. Yeah, I [silence]
08:00
Speaker 2
I'm sorry I cannot find the label on complete interviews. OK, thank you so much. And are you calling from the United States right now? Who is your internet service provider? Okay, media call. Thank you so much. May I have the model number and the serial number of your product. you can find that on the label underneath the device or on the box. [silence]
08:00
Speaker 1
Okay, oh the model number, uh, is not listed. Please, they don't they don't have a a thing saying model. Uh, they have lot of numbers. Okay, here it is, here it is. It's at a different place. MR six three five zero model number. Right, the serial number is uh three four eight one O M H two seven a O six nine eight one.
09:00
Speaker 2
Okay. Thank you so much. I may also have the serial number of the product. Okay. Let me double-check. One moment, please. [silence]
09:00
Speaker 1
Yeah, could be, it's an old, it's new, never used, but they didn't provide service online to get it hooked in. Yes.
10:00
Speaker 2
Please give me two to three minutes to check the serial number in the system.
10:00
Speaker 1
[silence] Yeah. [silence] Yeah. Yeah.
11:00
Speaker 2
Okay. Thank you so much for patiently waiting. Are we still connected? Yeah, thank you so much.
11:00
Speaker 1
Yes? Oh, I greatly appreciate that you can give it a try. Yeah, I just I just got it. But, you know, I could probably get send it back to the seller, but I'm hoping. Anyway, yeah, I tried the online thing and I put in the Wi-Fi. The Wi-Fi password worked fine. And then we got it actually works. However, it doesn't work on lots of [silence] lots of lights so I'm guessing it only works on thousand [silence] 10.
12:00
Speaker 2
Hello. I can see that this product is outside its warranty period, but I'm glad you called. Let's take a look at the issue together and see what we can do for you today. This is at the right expectation. Since the product is outside warranty, replacement option would still follow the warranty policy, but we can absolutely take a look at this issue and see what we can do, okay? Yeah. How can I see it also? [silence] Yeah. [silence]
12:00
Speaker 1
the websites. And so I assume that's because it's not really totally, you know, hooked in. Right? So that's, yeah. Yes. It was in, uh, see, doesn't say refurbished here. Um, but I, uh, I might have missed that when I was buying it, whether it said refurbished or not. Yeah. Online, I think.
13:00
Speaker 2
okay oh okay by the way, you might and earlier that you just got your router, is that correct? is it yes, brand new or refurbished? and you still have the receipt of purchase, correct? okay, since yeah. all right. just take, um just keep the receipt of purchase for warranty validation, okay?
13:00
Speaker 1
Um, okay. uh, what's the smartphone? That I can financing, um, red, on the back, it's got a green light, and then it's got a flashing yellow, uh, what's the on the back. Uh, but yeah, that's internet, and, uh, but the internet actually, uh, two lights has one on the left, which is flashing, so I only getting simple. Yeah.
14:00
Speaker 2
All right. Okay. Okay. You can find the receipt later. Now, let's proceed in fixing the issue that you're having today. May I know the current light lit up on the node or on the router? Is the power light solid blue or solid red? OK. OK. Which light is green? Is it the internet light? OK. Okay. OK. Do you have a computer available right now that you can use to access the setup page of the Linksys router? OK. okay. Open a web browser on your computer and then go to Myrouter.local. [silence] No spaces. Just type in Myrouter.local in the very top address bar. And then press enter. [silence] There's no space in between Myrouter.local.
14:00
Speaker 1
Yeah, right. Now, it brought up something here, and I've seen this before. Yeah. It says, download the Linksys app for setup. And, you know, I tried it. Yes. Yes. Yep. Okay. Okay. And then it has access Velle really? And I tried the router password on there two times to be sure, and it said no good. No. Why don't I try that? Okay. admin goes
16:00
Speaker 2
Okay. Um, okay. What-op? What do you see on the screen right now? Okay. Do you see a picture of two phones? Click that picture. Um. What? Um. Okay. Did you enter the word admin in all lower cases as your router password? Enter admin. Okay. That is the default router password.
16:00
Speaker 1
Does it go after the number or does it go before the number? Yes. Okay. Okay. We'll do that. Okay. And then see if that does anything. Oh, okay. This is working. Um, yeah. It says, Uh, am I what what did you ask me? Yeah, it it has a dashboard.
17:00
Speaker 2
in the router password field, enter the word admin. A-D-M-I-N. Very useful. Grea. Are you now on the setup page? Oh, are you now on the dashboard? Like do you see Linksys smart Wi-Fi tools? Perfect. Okay. Do you see End-User License agreement at the bottom of the page in very small font?
17:00
Speaker 1
let me go to scroll down here for some reason my mouse is bucking me okay and yeah click on that I C 8 yeah oh okay something's really well all of a sudden gone wrong with my I'm going to try this one okay now that work okay click connect under router settings yeah okay
18:00
Speaker 2
no, do you see CA at the end? The word CA? Yeah. Click that CA. Okay. Okay. Now click connectivity on the side panel of the page. Connectivity. Yeah, correct. Click that one. Do you see CA router set up next to administration?
18:00
Speaker 1
[drums] Repeat that. [drums] Because I don't I see a minute admin password and I see updates are available. And [drums] [cycling] Hold on. Okay. Mist [beat] I'll click on administration, is that what you want me to? Click? Okay. Next to it is a Velo setup. Is that it? Okay. Okay. I see. [drums] I'll get to.
19:00
Speaker 2
do you see basic internet settings local network advanced routing administration and then a router setup or valve or valve setup next to administration what do you see next to it okay click that one please yeah correct click that one And then what options do you see?
19:00
Speaker 1
Okay, so SSID, uh, do you have to have numbers and letters for those? or just uh, okay. Okay. Okay. Um, let me, uh, do that. Thank you. this.
20:00
Speaker 2
okay. All right. Now, you have to input your new Wi-Fi name and your new password. Make sure to take note of the password. It is case sensitive. Once done, click set up. Do not forget to click set up, okay? After entering your SSID and password. For the password, you can create a password that's a combination of letters, numbers, and special characters. But for the Wi-Fi name, it's up to you. You can create Wi-Fi name, like a combination of numbers and letters or just letters. Okay. Okay.
20:00
Speaker 1
I'm happy that we're making some progress. I have to pull out another you can't lose them all. Okay. I just want my program volume. My password. my pencil ran out. Okay. Okay. And then the other one will be, um. Okay. I wrote them out first and now I'm putting them entering them. Um. [silence] Got it. Okay, now I have to click setup. Do I click okay or do I click uh setup, okay. Okay. Okay. Yeah, I do.
21:00
Speaker 2
Click set up node and then click OK or click done. You see done, if not click OK. Just make sure to always click set up node first.
22:00
Speaker 1
A little computer must be thinking hard. Router not found. Darn it. Yeah. Oh, yeah, it's wired to the computer, yes. Yes. Okay, I tried it a couple of times and it keeps saying it's not connected. I wonder if I should try a different cord. Well, actually that it's, it's working but it's just not working, where it should. details. What does this say? details. [silence]
23:00
Speaker 2
okay uh... you know if that by the way is that computer wired to the link this router right... now okay click okay click retry do you see retry there okay click that [silence]
23:00
Speaker 1
I didn't give me any information. Just says I'm not connected to the router. I wonder if I should no, I just I used the cord I I used the cord that I was using, which was a good cord. I didn't use the cord provided, so I don't think it's the cord. Okay, all Refresh, um, you think turning it off and on put could work? Is that what you think? Oh, no. Okay. Okay, wait, wait, okay. Okay, I refresh the web browser. Right, well, let's see. Um,
24:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. Can you refresh this setup page? Just refresh it. Right click. Right click on your web browser. And then click reload. Click reload. Yeah.
24:00
Speaker 1
Still not making any progress. It went back, darn it. After all our work, it's not doing anything. In fact, it's yeah, I know how to do that. Yeah, maybe that took it. Okay, router. Okay. It does have the new name on there. Okay. And then I'll put my password in.
25:00
Speaker 2
[ Silence ]. Okay. Make sure to reconnect your computer to that wifi name. Um. Yeah. Okay. Connect your computer to that wifi name.
25:00
Speaker 1
[silence] [silence] [silence] whops yeah that's the right [silence] [silence] [silence] it's making the right action it's it's trying [silence] it's verifying and connecting let's say and [silence]
26:00
Speaker 2
Are you experiencing issues while connecting your computer to the network? Okay.
26:00
Speaker 1
taking longer than usual but at least it's still trying. Ooh. I actually looked to make sure the password was good. I wonder if I did, uh, something that was capitalized when it shouldn't have been. I'll just try it again. Uh let's see. Yeah. Okay, this time I didn't do any capitals. Maybe that
27:00
Speaker 2
Okay. Okay.
27:00
Speaker 1
Okay, it says secured, but then it said, can't connect to the network.
28:00
Speaker 2
Okay, tap that Wi-Fi name and tap on forget this network. By the way, what is the color of the light on top of the node?
28:00
Speaker 1
It's blue now. Yeah, it went, blue. It was used to be red. Yeah, it's "secured". Yeah, I just have to try this again because it's, uh, it didn't, uh, it didn't actually just stay connected. It said, uh, secured. Yeah, uh, we're, that, we've got a basic, you know, something's happening. [silence]
29:00
Speaker 2
front or on top of the router? Is the power light now solid blue or blinking? Can you check? Is it solid blue? Great. It means that the router is now online. Perfect. Now let's reconnect the computer to the Wi-Fi. Let's connect the computer to the Wi-Fi. Okay. We can also Just to verify, that same computer is also wired to the lynx router at the moment. Correct? Okay.
29:00
Speaker 1
you know, but it's not really what is what, Oh, OK. Uh-Oh for some reason it's not running at this time. Well space, no, this time it's not going to work. It did last time my router worked, but this time it's not going using that. So I wonder if I have anything going on here. Let me see if I
30:00
Speaker 2
Okay, let's try this. Open another tab and type, and go to my router that local again on another tab. My router that local and press enter. [silence] so, Did you already um okay. Did you already forget the network, the wifi network? tap on the wifi that wifi name and then tap forget this network. Then after that, reconnect the computer to the wifi name. mm-hmm mm-hmm mm-hmm
30:00
Speaker 1
[KEEP_UNCERTAIN] I don't see it. You said there was something else, but I don't see anything else. Um I I I I might. Yeah, let me try. Um Hmm, I'll off bring it in another I'll plug it in and I'll bring in a laptop here and plug it in. See if that works. You're You've been through a lot of these things. That you've got all kinds of good options. I hope we can make it work. Yeah, that's one way of doing it. Okay, I'll bring in the laptop and then I'll plug that in.
32:00
Speaker 2
Okay. Okay. Do you have another device like a laptop, an iPad that we can connect to the router right now? Okay. Please try another device. Okay. Yes. Yes, let's try that. Yeah. I hope... let's cross our fingers.
32:00
Speaker 1
Yeah. Ooh long time. I don't know what I have is a mesh system and I I have you know like a motor. I and I don't know if I can unplug the modem and then try plugging it directly into my computer. You want me to see if that works? Some some laptops have their own modem, right? Yeah. I I don't think that probably won't make a difference. Um let me just try using this of this second computer and I'll go go here and see if it'll take a password on this one. Oh Right. Yeah. [ silence ]
33:00
Speaker 2
Mm hmm. [silence] So you can try that as well. You can power cycle the modem and then the router, but then, um, the issue is not the modem and the router, the issue is the password that is not working. So, um. Mm hmm. Mm hmm. Yeah, correct. Yeah, please, you can also wire the computer directly to the Linksys router, then access the setup page.
34:00
Speaker 1
Okay, we're going to try this. [silence] Yeah, it's not too hopeful because it's taking a long time. But, at least I'm trying to do in, some different computer. [silence] [silence] No. [silence] [silence] Oh, you know, I wonder. Do you remember the minimum number of characters for the password? word. Maybe I didn't quite get it. Uh, I I did a, let's see, how many characters today? I'm gonna say 9, 10, 11. I had 11 characters. I think that's pretty much, that was the minimum. No, no, it isn't. That's all I can think of is it may be it requires more than 11 characters. I don't know. Yeah. Yeah, that should, you know, unless it was too short, but I think that's plenty of time. Oh, well. Hmm. Okay. I'm gonna give that a try.
35:00
Speaker 2
Mhmm. Mhm. Mhm. So the password is not working, correct? Mhm. But you already set up the password earlier so that password should already work. Mhm. Mhm. Yeah. Yeah, it could be that there's a missing character in the password so let's wire the computer directly to the router and then access the setup page via wired connection. Mhm. Okay. And [silence]
37:00
Speaker 1
um yeah there might because it's a mesh network that might have confused that's truth so okay let's see
38:00
Speaker 2
Turn off the Wi-Fi and the computer so just to make sure that the computer is not connected to a different network. Just wire it to the Linksys router. Yes.
38:00
Speaker 1
you know it's it's still thinking hard so I don't know if it's gonna work or not but no just when it just stopped and said the key hasn't worked.
39:00
Speaker 2
Is it? Is it ready now? The computer? Can you hear it?
39:00
Speaker 1
It went back to red. So it probably requires that little modem then in order to do any things. And the little modem doesn't have its own it doesn't have Right. Well, it was, yeah, um But it doesn't have its own password you know it's uh the modem is not password protected so I don't think that cut in the way. Um Um okay.
40:00
Speaker 2
Okay. a double check as the power light and the router is solid blue. The poddem must be wired to the internet port of the linksys router. Is the modem still wired to the internet port? no need to worry about the password and the modem for now. Let's just make sure that the modem is
40:00