V2 Rubric Detail — 524a4f7a-64dd-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 15:01
Duration
5m 42s
Contact
Ali Durbi
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00132963
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused standard out-of-warranty troubleshooting and directed the customer to a paid service instead of providing best-effort assistance as required by OOW standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical4.06/5
Communication3.75/5
Ownership2.00/5
EscalationN/A
Customer Exp5.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent correctly identified the solid purple LED as a setup state for the MR7350 but failed to perform any actual troubleshooting or provide support due to expired warranty. Despite being required to offer best-effort assistance for out-of-warranty devices, the agent declined help and pivoted to a paid service offer, resulting in no resolution and a critical failure for avoidance/evasion.

V1 Case Analysis

Customer (Ali Durby, email: 7709@mail.com) reported MR7350 stuck on solid purple LED after reset, no internet. Agent collected serial (33C10M21B0660) but misread it as 33DF10M2 and 33C10M21B for boy. Confirmed ISP is Spectrum and cable connected to WAN port. Incorrectly stated out-of-warranty devices cannot receive phone support. Offered $15 paid support (declined). Promised to email reset/setup instructions. No HappyFox case created. Issue not resolved.

Troubleshooting Steps
  • Asked customer to provide serial number
  • Confirmed ISP is Spectrum
  • Asked if Ethernet cable from modem is connected to router’s WAN port
  • Asked if customer had reset the router prior to calling
Key Observations
  • Agent misread the serial number at least twice (e.g., '33DF10M2', '33C10M21B for boy'), risking incorrect device handling.
  • Agent made a materially false statement that out-of-warranty devices cannot receive phone or chat support, which contradicts Linksys policy and undermines trust.
  • No actual troubleshooting steps (e.g., power cycle, factory reset, web/app access) were performed despite the issue being resolvable with basic guidance.
  • Call ended without verification of resolution, case creation, or confirmation that the customer understood next steps.
  • Agent offered paid support before attempting any diagnostic or remediation steps, violating triage protocol.
Positive Highlights
  • Collected customer name (Ali Durby) and email address (7709@mail.com) despite phonetic challenges.
  • Correctly identified the likely product model as MR7350 based on serial number.
  • Confirmed the customer's ISP is Spectrum, which is relevant for setup context.
  • Offered to send step-by-step instructions via email after the customer declined paid support, providing a minimal self-help path.
Agent Errors / Gaps
  • Repeatedly misread and inaccurately recorded the serial number (e.g., '33DF10M2', '33C10M21B for boy') [01:00].
  • Provided factually incorrect information that out-of-warranty devices are ineligible for phone or chat support [04:00], which is a serious accuracy and protocol violation.
  • Failed to perform any standard troubleshooting steps (e.g., power cycle, factory reset, checking http://myrouter.local).
  • Offered paid support before conducting any meaningful diagnosis or basic triage [04:00].
  • Did not create or reference a HappyFox case number, violating case management protocol.
  • Did not confirm whether the issue was resolved before closing the call.
  • Did not verify the customer's correct name spelling ('Durbi') or email address during phonetic spelling.
  • Gave no technical guidance during the call beyond asking questions, leaving the customer without immediate help.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome; customer ended call without the router online or any troubleshooting performed.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted — no power cycle, no setup guidance, no verification of cable or modem status beyond a single question.
R3 Not Met Correct resolution path conf 99%
Agent cited expired warranty as reason to deny support, violating OOW best-effort standard which requires troubleshooting even for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the purple LED symptom and asked about the modem connection, but failed to pursue root cause with diagnostic steps or clarify setup state.
T2 Met Appropriate tools / resources used conf 95%
Correctly interpreted solid purple LED using KB knowledge; no additional tools (e.g., remote access, logs) were necessary for this basic issue.
T3 Met No misinformation conf 97%
Technically accurate in stating that solid purple on MR7350 means setup mode — consistent with ax_maxstream_wifi_connectivity.md and led_intelligent_mesh_consumer.md.
Communication
C1 Partially Met Clear & professional language conf 93%
Call was structured initially, but agent lost control by abruptly introducing paid support without attempting resolution, derailing the interaction.
C2 Met Confirmed understanding conf 96%
Used clear, non-technical language, confirmed serial and personal info carefully, and adapted to customer’s pace during spelling.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent declined assistance due to warranty status instead of providing best-effort troubleshooting, abdicating ownership.
O2 Met Proactive follow-through conf 96%
Clearly stated next step: email step-by-step instructions within 5–10 minutes — specific, realistic, and customer-facing.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first-time contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent apologized sincerely ('I really do apologize') and maintained courteous tone despite delivering difficult news.
X2 Met Tone & rapport conf 93%
Matched customer’s deliberate pace during spelling, remained patient, and kept engagement until call end.
X3 Met Overall experience conf 95%
Offered to send instructions via email, reducing customer effort in searching for setup guides online.
Call Transcript12 turns · 12 lines
Speaker 1
Its the same. Green level, I don't want you to worry about it. Hi, Josh. Um, I have a problem with connecting my router, like I reset it, I did everything I could, but it's not connecting. It's showing like a purple line. [silence]
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.exsys.com. Please have your device serial number ready for assistance. Press 1 now. For out of warranty products, paid support may be available depending on your issue. 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. I thank you for calling Linksys. My name is Josh. How may I assist you today? I see.
00:00
Speaker 1
Yep. It's three three C one zero M two one B zero six six six zero. Okay. No. Sorry, it was three three see as in like cat. Uh it's three sixes. Zero six six six zero.
01:00
Speaker 2
Purple light means that the router is on setup mode. However, for us to proceed, may I have the serial number of this router? All right, thanks so much for that one, ma'am. So, let me verify again the serial number to make sure that I got it correctly, okay? So, it's 33DF10M2 for Mary, two, sorry, ma'am. Oh, 33, I see. So, 33C10M21B for boy, 0660. Is that correct? 360. I see. I see. All right, thanks so much for that.
01:00
Speaker 1
Thank you. Yes. My first name is Ali, A-L-I, and then my last name is Durby, D-U-R-B-Y. Yep. Mm-hmm. Uh, my email address would be F as in, uh, F as in, uh, fat. A as in, uh, uh, apple. R as in, uh, uh, red. H as in, uh, uh, hat, I as in, uh, uh, igloo. A as in, uh, uh, apple. [silence]
02:00
Speaker 2
All right and I I asked so I believe the model number of your router is MR7350, is that correct? All right so in order for me to create a record here may may I have your first and last name? All right Durbi, is that correct? All right thank you so much for confirming. And what about your email address? Uh Romeo.
02:00
Speaker 1
It's coming from the spectrum modem yeah Yeah yeah gonna reset it before I called it because it was just red it was just a red dot and it wasn't connected
03:00
Speaker 2
7709@mail.com. All right. And who's your internet service provider? Is it spectrum? HNT? Comcast? Spectrum. All right. So going back to the issue, is the Ethernet cable coming from your spectrum modem currently connected to the internet port on this linksys router. So, by the way, ma'am, uh, may I know why the light on this router is currently showing solid purple? Like did you reset this one prior calling us?
03:00
Speaker 1
[silence] [silence] And that's like flashing white, the online one. It's flashing like blue white on the modem. Thank you.
04:00
Speaker 2
uh-huh. Uh-huh. I see. Oh, all right. Uh, the reason why, uh, the reason why I ask that question, ma'am, is the thing is, uh, the hardware warranty status of your router has already expired and I really do apologize, ma'am, but we can no longer provide assistance over the phone or chat for out of warranty devices. However, ma'am, if you really want it to be assisted, like if you really want it to be assisted over the phone, we do have this one time non-refundable support that would last up to 60 minutes or one hour, but it will cost you uh $15, like 1-5.
04:00
Speaker 1
Um, is there like, I know I called one time, and they said that there's like a link where they had like the instructions on there. I couldn't find that. Okay. Okay. Thank you so much. Yep, you too. Thank you. Bye.
05:00
Speaker 2
All right. Yes, ma'am. Don't worry if you don't want to avail the paid service. Yeah, I can actually send you a step-by-step instructions via email of how to properly reset and reconfigure this router. All right. And again, rest assured that you will receive the email within five to ten minutes. You're most welcome, ma'am. And again, thank you so much for calling Linksys. You have a great day. Bye for now.
05:00