V2 Rubric Detail — 4b7e133c-763c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 17:34
Duration
16m 1s
Contact
Kayla Pilecki
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135677
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical2.19/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp3.93/5
Overall65.1% (+9.1)

V2 Grader Summary

The agent successfully restored temporary connectivity via a hard reset but failed significantly on technical accuracy (T3). The agent provided incorrect reset durations and misidentified the Wi-Fi generations of the current device (E7350) and the recommended upgrade (MBE7000) based on the provided KB.

V1 Case Analysis

Customer reported intermittent Wi-Fi connectivity on E7350 router (serial: 575798627). Agent confirmed out-of-warranty status and offered paid support ($15) or a self-help article. Guided customer through a 30-second hard reset. Wi-Fi connectivity was not confirmed fixed post-reset. Agent provided incorrect product recommendations (MX300, MBE7000 as Wi-Fi 7).

Troubleshooting Steps
  • Confirmed router model (E7350) and serial number (575798627).
  • Confirmed out-of-warranty status.
  • Advised wired test to verify modem functionality (confirmed working).
  • Guided customer through a 30-second hard reset.
Key Observations
  • Agent did not verify firmware version or auto-update status.
  • Agent provided materially incorrect product recommendations (MX300 does not exist; MBE7000 is Wi-Fi 6, not Wi-Fi 7).
  • Agent misrepresented Wi-Fi 7 capabilities (claimed MBE7000 supports "Wi-Fi 7 gigahertz").
  • Call contained long silences and filler, reducing efficiency.
  • Limited empathy; frustration acknowledged only briefly.
Positive Highlights
  • Collected serial number, customer name, and email for case documentation.
  • Guided customer through correct hard reset procedure (30-second hold).
  • Advised wired test to isolate modem/ISP issue, a correct diagnostic step.
Agent Errors / Gaps
  • Provided incorrect product recommendation: MX300 does not exist (timestamp [14:00]).
  • Misrepresented MBE7000 as Wi-Fi 7; it is Wi-Fi 6 (timestamp [14:00]).
  • Did not verify Wi-Fi settings (channel, band) or firmware status before/after reset.
  • Failed to confirm whether Wi-Fi issue was resolved post-reset.
  • Offered paid support without exhausting basic free troubleshooting steps (firmware, Wi-Fi settings).
  • Misused technical terminology ("Wi-Fi 7 gigahertz" is not a valid term).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer reports 'both lights are blue' and 'internet's good' (line 11), but also states 'it looks like I'm good' (line 13), indicating temporary stabilization, not confirmed resolution; issue had recurred post-reset before (line 12), and root cause not identified or fixed
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about LED status and performed basic troubleshooting, but skipped key steps: did not verify firmware version, check for interference, confirm auto-update status, or assess network load; jumped to hard reset without diagnosing configuration or environmental factors
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified device as out-of-warranty and offered paid support or self-help, but prematurely dismissed deeper troubleshooting; OOW standard requires best-effort attempt beyond just reset — e.g., firmware check, band steering, or DFS settings — which were not pursued
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (intermittent Wi-Fi) and ruled out modem issue via customer confirmation, but did not ask about mesh setup, connected devices, recent changes, or interference sources; diagnostic process was shallow and linear, not systematic
T2 Met Appropriate tools / resources used conf 85%
No remote tools were available or required; agent used KB-backed guidance (hard reset) appropriately for a basic connectivity issue on an OOW device
T3 Not Met No misinformation conf 100%
Agent provided multiple technical inaccuracies: 1) Stated hard reset requires 30s (line 8), while universal_factory_reset.md specifies 10-20s for most routers; 2) Claimed MBE7000 is Wi-Fi 7 (line 14), but it is listed under Cognitive Mesh/Wi-Fi 6E categories in the KB; 3) Claimed E7350 is Wi-Fi 5 (line 12), but it is an AX (Wi-Fi 6) model.
Communication
C1 Met Clear & professional language conf 90%
Agent opened call professionally, set expectations about warranty status, maintained control, and guided interaction through troubleshooting and next steps without losing direction
C2 Met Confirmed understanding conf 85%
Used accessible language, avoided jargon, confirmed understanding, and adapted to customer’s pace and concerns about work-from-home needs
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on providing reset instructions and upgrade recommendations
O2 Partially Met Proactive follow-through conf 80%
Provided next step (observe if issue recurs) and suggested upgrade path, but did not specify timeline for observation or offer follow-up; no callback or reconnect commitment documented
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; confirmed first contact
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was needed or performed, and none was warranted given the issue was temporarily resolved
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed 'I'm sorry' once (line 10) but did not acknowledge customer’s frustration about work disruption or repeated failures; empathy was minimal and not sustained
X2 Met Tone & rapport conf 85%
Responded promptly to customer input, matched conversational pace, and maintained engagement throughout the call
X3 Met Overall experience conf 90%
Avoided unnecessary repetition, performed diagnosis efficiently, and minimized customer effort by guiding through a single clear action
Call Transcript30 turns · 31 lines
Speaker 1
[silence].
00:00
Speaker 2
welcome to Lynx's support. 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.Lynx's.com. please have your device serial number ready. for assistance, press 1 now. for out of warranty products, please have your device's serial number and contact information ready. if unavailable, kindly call back later. for out of warranty product, paid support option may be available depending on the issue. lady, thank you for calling me. This is G. how can I help you today? Please it's G, ma'am. how can I help you? It's George.
00:00
Speaker 1
Keep losing Wi-Fi. My internet is fine. It keeps going in and out and it comes in and out. I can't get it to come back on. I work from home, so it's kind of like really important. Not just for like personal use. Like right now it's off. The uh the orange thing just popped off. It keeps coming out off and off and off and on and I've unplugged it, I reset it. I I don't know what's happening. Service electric. Yes, absolutely. It is 37 A as in alpha 1 0 M as in mic 2 C as in Charlie D as in delta 0 0 1 5 5 2,
01:00
Speaker 2
I, uh, may I know who is your Internet provider? Service Electric. May I have the uh, serial number of your Linksys router, mam, please?
01:00
Speaker 1
Yes, absolutely. It's five, seven, five, seven, nine, eight, six, two, seven. Kayla, K-A-Y-L-A. Last name is Pilecki. P-I-L-E-C-K-I. It's the first letter of my first name, K is in Keel, and then my last name, P-I-L-E-C-K-I, 27 at gmail.com.
02:00
Speaker 2
Got it. Let me just check on the exact unit. Okay? Just a few seconds. While we wait, ma'am, may I have your phone number just in case we get disconnected? Six Four. Six Seven. How about your first and last name? Okay. And how about your email address, ma'am? [silence]
02:00
Speaker 1
Okay. Um, let me double check that. You said E750, model number, I don't know where to find that. Um, I guess.
03:00
Speaker 2
at gmail.com, okay? And based on the information I have here, ma'am, what you have is an E735.0, Is that the exact model number? Okay. 7,350, ma'am. That's okay, ma'am. No worries about that. Okay. And based on the information I have here, this device, you have this since 2023, right? Okay. [silence]
03:00
Speaker 1
I didn't do an upload on anything.
04:00
Speaker 2
Ma'am, unfortunately, this device, this router, it is showing out of warranty here in our system. And for out of warranty device, we no longer provide free assistance. Anyways, I can provide you two options. First option is we do have a paid service which is $15 for an hour of troubleshooting. But let me just set your expectation, ma'am, that it's not a guarantee that this will work since this router is already part of our legacy devices, which means the firmware is no longer updated. And if you do an upgrade on your modem, this device might possibly not able to reconnect. Other option, usually, ma'am, they do an upgrade like firmware upgrade on their device on the modem, on the modem. [silence]
04:00
Speaker 1
No. Oh. Oh. Oh. No, no, cause I've already tried all of that and and something's wrong. Yeah. It blinked. What's the what? what? Well, so right now, uh it is blue.
05:00
Speaker 2
anyways, other option. Yes, other option ma'am. We do have an article that you can follow on how you can do the setup or reconfigure your device and try to make it work again. Would you like to try the free guide ma'am for you to do the reset and reconfigure? How about reset? Did you try reset? Okay. How long did you press the reset button ma'am? It would blink. Okay. And what's the light on it right now? The light indicator on the on the router.
05:00
Speaker 1
Two seconds ago, it was yellow. It goes in and out. Like, I can't use my phone, I can't use my P.E. V. like right now it's yellow. It just keeps going in and out. no, it's the network's totally gone.
06:00
Speaker 2
uh-huh does it just totally lost its WiFi network or just you can still connect to the WiFi without internet um [silence] uh huh um [silence] Thanks. If that's the case ma'am then there might really be something wrong with your device. Because if the issue is from the modem, usually you will still be able to connect to your WiFi network but you will not get internet connection. Uh if the if the issue is coming from the router ma'am, that's uh the common concern about that is they lost connection totally on the WiFi like the WiFi name will not uh show up. And [silence]
06:00
Speaker 1
Oh, that's what you mean? No, the Wi-Fi name does still show up. Yeah, it's just I can't connect to it. Yeah, no, the Wi-Fi name still shows up. It's still there. Um, it'll - sometimes, it'll tell me connected without internet. And then, other times, it'll just tell me no internet available. But my internet's fine. Did I do? Yeah, I did. I did that. Because, um, when I was having issues with it, I still needed to work. So I have an ethernet cable that I plugged from the modem to my computer so that I could work without an issue to finish my shift. And the internet's fine. [silence]
07:00
Speaker 2
Uh-huh. Uh-huh. Uh-huh. Uh-huh. uh-huh. uh-huh. Uh-huh. I see. If that's the case, then if that's the case, ma'am, then it might, uh you might need to check if um your modem's working fine. The uh the way for you to check if the modem is working fine, ma'am, is to connect a computer directly to it like wired. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. [silence]
07:00
Speaker 1
Yeah. Okay. Okay. Okay. So, that's [silence] the Red button, right? Yeah. So, do I just hold this in then? Okay. press it, 1, 2, 3.
08:00
Speaker 2
I see.So, when wired connected, it's working fine. Okay. Um, I believe the next thing that you need to do for this one, ma'am, or the troubleshooting that you need to do since we con you confirm that the modem is working fine. You might need to do a reset, ma'am. Look at total hard reset. Uh, this is different. I think the reset that you did on your, uh, earlier ma'am, prior to this call, is just to turn it off and on. You have to press and hold it, ma'am, for at least, uh, 30 seconds.
08:00
Speaker 1
Okay, it's blinking. Not yet. It's Not yet. Yeah, the power light is blinking.
09:00
Speaker 2
Okay. Uh, if the power light turns steady blue ma'am.u00a0You might need to yes, it's not yet. I see.
09:00
Speaker 1
When I bought this in 2013, it was new. How often do products go out of um, what did you call it, um, uh, not warranty like uh, you said, kind of like it's old, like there's a newer, like how often do do. [silence] Oh, well that's okay. So, I might have bought this, it was older but it was still new in 2 '13. Okay, so both my
10:00
Speaker 2
uh-huh units warranty uh usually ma'am like an upgrade uh usually uh five to ten years mm okay let me just check this unit ma'am to miss router this was manufactured or this was uh release uh 2020
10:00
Speaker 1
Oh, okay. So, it was older when I bought it, just, it was new in the store. Okay. Okay. Uh-huh. All right, so both lights are blue now. On the router, the Wi-Fi router, yeah. Yeah, my internet's good, yeah. Um, huh. But it automatically connected to this, and I suppose doesn't a hard reset like that, like, wipe everything?
11:00
Speaker 2
I'm sorry, 2019 of September. Yes. On your, on okay, so, uh, internet, it's blue. I see. It will man, but if you use the default name, then your devices uh, will, will automatically connect to it, because it's they uh, those.
11:00
Speaker 1
Oh, okay. So, maybe this worked. Maybe this did what it needed to. Okay. Yeah, hold on. Let me see. Because I know I got it, when I unplugged it to do a reset, that way. It was good for, like, you know, maybe 10, 20 minutes, and then it just kept going off. Um, what would you recommend as a newer router?
12:00
Speaker 2
You, possibly, yes. Can you try? OK, if that's your question, ma'am. Let me inform you that this router that you're using is still under wi-fi5, not wi-fi 5 devices and right now we already have wi-fi 7.
12:00
Speaker 1
speaking yeah it's uh it's telling me that I'm off oh go ahead speak it's telling me that I'm connected speak hold on let me refresh this speak okay I it looks like I'm good okay and what would be the upgraded router from the you know one that's like active speak
13:00
Speaker 2
So, I... Okay, well that's a good news, ma'am. Okay, just keep on observing this ma'am, if this same thing happen again, then I believe it's really time for you to do an upgrade. [silence] uh, we do have wi-fi 6, wi-fi 6 E and wi-fi 7, ma'am. I will really suggest those um, devices. If you want the model number, I can provide your model number. [silence]
13:00
Speaker 1
Yeah, yeah, that would be great. Hold on. hold on. okay. And what was the middle one? I missed that one. Okay. Um, and what is the difference? Like, I, I know you, you said Wi-Fi seven and six and what, what's the difference in all this?
14:00
Speaker 2
okay, [Auediyiodurnef] first model number, Ma'am, um, for, For Wi-Fi six, I will suggest the MX300, I'm sorry, MX2000, For six, E, I will suggest the MX6200 and the Wi-Fi seven, Ma'am, I will suggest the MB E7000, [silence] 7,000, yeah, Um, MX6200, Ma'am, that's a uh Wi-Fi six. C The most updated one, Ma'am is Wi-Fi seven. So, mm-hmm. It depends on the bandwidth, the there difference with bandwidth, uh, with features. Wi-Fi 7 already have Wi-Fi 7 gigahertz. Other devices, uh, those older, I'm sorry, those, um, 6E and 6, uh, don't have yet. Yes. You're welcome, ma'am. Have a good day. Please stay safe. Bye-bye ma'am.
14:00