V2 Rubric Detail — 51784974-76e6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 13:51
Duration
6m 32s
Contact
Lexie Wheelwright
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135768
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ 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
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall47.3% (-8.7)

V2 Grader Summary

The agent identified the router model and warranty status but provided no troubleshooting, leaving the Wi‑Fi outage unaddressed. While clear next steps and a timeline were given, the lack of diagnostic work and inaccurate LED description resulted in an unresolved outcome.

V1 Case Analysis

Customer reports complete Wi-Fi outage on MR7350 (S/N: 33C10M2CB409). Agent incorrectly stated 'solid purple' LED indicates setup mode (not documented). Warranty declared expired. Paid support offered and declined. Agent will email factory reset instructions. No troubleshooting performed.

Troubleshooting Steps
  • Confirmed router model (MR7350) and serial number (33C10M2CB409)
  • Attempted to interpret router state from LED color (incorrectly identified 'solid purple' as setup mode)
Key Observations
  • Agent incorrectly interpreted 'solid purple' LED as setup mode — no Linksys router, including the MR7350, has a documented purple LED state (per KB).
  • No basic troubleshooting (power cycle, WAN check, LED verification) was performed before discussing warranty and paid support.
  • Warranty policy was misapplied — out-of-warranty customers can still receive basic self-help guidance (per KB).
  • Agent failed to verify actual router state or connectivity before concluding the device was in setup mode.
Positive Highlights
  • Collected customer name, email, and serial number accurately.
  • Maintained a polite and apologetic tone throughout the call.
  • Offered to send written reset instructions via email after the customer declined paid support, providing a self-help path.
Agent Errors / Gaps
  • Provided factually incorrect technical information: 'solid purple' LED is not a valid or documented state for any Linksys router (contradicts universal_factory_reset.md and adjacent_smartphone_wifi.md LED references).
  • Misdiagnosed the router as being in setup mode based on a non-existent LED color, leading to incorrect troubleshooting path.
  • Did not perform any basic troubleshooting (e.g., power cycle, check actual LED state, verify WAN connection) before invoking warranty and paid support.
  • Misapplied support policy by stating no assistance can be provided for out-of-warranty devices, when KB allows self-help guidance (universal_factory_reset.md).
  • Failed to confirm the actual internet service provider despite customer stating 'Spectrum' at [04:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue or guide the customer through a reset; only promised to email instructions without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 93%
No troubleshooting steps (power‑cycle, LED check, reset guidance) were taken before ending the call.
R3 Not Met Correct resolution path conf 90%
For an out‑of‑warranty device the agent should still provide best‑effort troubleshooting; instead they stopped after stating warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the router model and that it was in setup mode, but did not ask further diagnostic questions about symptoms or environment.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use available KB resources (e.g., universal_factory_reset.md) to guide the customer through a reset in real-time, which was the customer's explicit request and a necessary step for resolution.
T3 Not Met No misinformation conf 95%
Agent claimed a 'solid purple' LED indicates 'setup mode'. Per linksys_now_login_admin.md and universal_factory_reset.md, valid LED states include solid blue, white, blinking red, etc. 'Purple' is not a documented state, making this materially incorrect.
Communication
C1 Met Clear & professional language conf 92%
Agent set expectations about warranty, offered options, and closed the call with a clear wrap‑up.
C2 Met Confirmed understanding conf 90%
Language was simple, no jargon, and the agent confirmed the customer’s email address and ISP.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent did not transfer the call and promised to send step‑by‑step instructions via email.
O2 Met Proactive follow-through conf 95%
Agent gave a concrete next step and timeline: email will arrive within 5‑10 minutes.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
Agent correctly decided not to escalate; the issue could be handled with standard troubleshooting (which was missed) but escalation was not required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized for the warranty limitation but did not explicitly acknowledge the customer’s frustration about a complete business‑wide outage.
X2 Partially Met Tone & rapport conf 78%
Agent maintained a steady, scripted tone; did not adjust pace or style to the customer’s evident urgency.
X3 Not Met Overall experience conf 88%
Customer was asked for serial number and email details, then sent an email; no effort was made to walk through a reset on the call, creating extra effort for the customer.
Call Transcript10 turns · 12 lines
Speaker 1
Hi, I have, I am, we have a Linksys at our um business area and our Wi-Fi is completely down. Um, our phones aren't working and our computers aren't working. I was just wondering if there's any way to reset it.
00:00
Speaker 2
Welcome to Linksys 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.linksys.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. Hi, thank you for calling Linksys. My name is Josh. How may I assist you today? I see. I just. I see. For, I assume that you are not currently with the router, is that correct, ma'am? Are you are you currently with the router or not? Okay. That's great to know. So, uh, before we proceed, may I have the serial number of this router? All right. Thank you so much for that one, ma'am. So, let me verify again, the serial number, okay? So, is it 33c for Charlie, 1 0, m for my two, c for Charlie, b for Bravo, 409, is that correct?
00:00
Speaker 1
It's 0000. Where would I, oh, okay. It's MR7350. It's season. Charlene. Charlie, D as in dog, 8-0-0-9. [silence] Mine is Lexie Wheelwright. It's L-E-X-I-E. [silence] And then last name is Wheelwright, W-H-E-E-L-W-R-I-G-H-T. [silence] Um, so our clinic email address is nancy.seasonatwakehealth.org.
02:00
Speaker 2
I see. All right and ma'am, ma'am. All right. Thank you so much for that one ma'am. I may also have your first and last name. I'm sorry. How do you spell your first and last name ma'am? Mhmm. All right. Thank you so much for that one, ma'am. I may also have your email address.
03:00
Speaker 1
At V as in victor, S as in Sam, and then the word mobile, like a mobile phone or a mobile home, and then the number two at yahoo.com. [silence] Yes, N C V S. [silence] Um, I'm not sure, it's either I it might be Hughes net. Um, I'm, I'm not sure who it is.
04:00
Speaker 2
Mm. All right, thank you so much for that. So just to confirm your uh business or your clinic email address is v for uh C for Charlie V for Victor, S for Sam, then the word mobile, number two at yahoo.com. Is that correct? Uh Yes, thank you so much for that one. And last thing, ma'am, who's your internet service provider there? Like is it Spectrum H&T, Comcast? Spectrum.
04:00
Speaker 1
no it is purple
05:00
Speaker 2
Router like is it currently showing solid red? Solid purple. I see that means that you press the reset button prior calling us and the router is now on setup mode. So before we proceed for the troubleshooting, ma'am, I'm going to set your expectation regarding with the hardware warranty status of this router. The thing is the hardware in here, and the warranty status of the device has already expired and I really do apologize ma'am but we cannot longer provide assistance over the phone or chat for out of warranty devices. Nevertheless, all our troubleshooting guides and articles are still available on our support website. But if you really wanted to be assisted over the phone, we do have this one time non-refundable support that will last up to 60 minutes or an hour but it will cost you.
05:00
Speaker 1
okay um no I'm okay thank you though okay sounds good thank you okay right right okay right okay right okay right okay right Mm-hmm um
06:00
Speaker 2
No worries, ma'am. If you don't want to avail the paid service, I will be sending you step-by-step instructions via email on how to reset and reconfigure the router, okay? All right. Rest assured that you will receive the email within five to 10 minutes. So, again, ma'am, thank you so much for calling Lanks and you have a great day.
06:00