V2 Rubric Detail — 56219ff0-758f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 20:56
Duration
34m 50s
Contact
Noah Machado
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135554
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall48.8% (-7.2)

V2 Grader Summary

The agent performed a factory reset and reconfiguration using the Linksys app, resulting in a solid blue LED (online status). However, the agent failed to verify the WAN port LED or cable integrity as required by the MR series guide, leading to a premature conclusion that the issue was solely with the ISP. The case ended without internet restoration.

V1 Case Analysis

MR7350 router with solid blue LED but no internet. Power-cycled modem/router, performed factory reset, and guided through Linksys app setup. Advised customer to contact ISP; no WAN connectivity verified.

Troubleshooting Steps
  • Confirmed router model (MR7350).
  • Power-cycled Spectrum modem and Linksys router.
  • Guided factory reset via reset button (hold 10-20 seconds).
  • Walked through Linksys app setup to recreate Wi-Fi SSID and router password.
Key Observations
  • Agent incorrectly identified the router as MR7250 and falsely claimed it was out of warranty without verification.
  • No verification of WAN port LED status, modem connectivity, or internet access after reset.
  • Repetitive and confusing instructions (e.g., turning off phone Wi-Fi, unclear power-cycle steps).
  • Failed to confirm router admin password or access the web UI (192.168.1.1) for deeper diagnostics.
  • Solid blue LED was correctly interpreted as router online, but WAN/modem issue was not confirmed.
Positive Highlights
  • Correctly interpreted solid blue LED as router online (KB: `ax_maxstream_wifi_connectivity.md`).
  • Guided factory reset procedure correctly (hold reset button 10-20 seconds).
  • Assisted with Linksys app setup for Wi-Fi reconfiguration.
Agent Errors / Gaps
  • Incorrect model reference (MR7250 instead of MR7350) at [16:00].
  • Unsubstantiated warranty claim (out of warranty) without checking purchase date or warranty status at [16:00]-[17:00].
  • Failed to verify WAN connectivity or modem status after power-cycle/reset (KB: `ax_maxstream_wifi_connectivity.md` requires checking WAN port LED).
  • Did not direct customer to local web UI (192.168.1.1) for diagnostics, relying solely on the Linksys app (KB: `ax_maxstream_wifi_connectivity.md` emphasizes local browser access).
  • Confusing instructions about turning off phone Wi-Fi vs. router power at [10:00]-[13:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded by telling customer to contact Spectrum with no confirmation of resolution or hardware fault determination; internet remained non-functional.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power-cycle and factory reset via app setup but skipped checking WAN LED, cable integrity, or router admin page — key diagnostic steps for no-internet issue.
R3 Partially Met Correct resolution path conf 87%
Agent continued troubleshooting despite OOW status (aligns with best-effort) but prematurely defaulted to ISP fault without ruling out router hardware issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (no internet on all devices) and asked about outages but failed to ask about WAN light status or test cable — critical omissions in diagnostic logic.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent appropriately used Linksys app for reset/setup but did not use local admin UI (192.168.1.1) or observe back-panel WAN LED — tools necessary for accurate diagnosis per KB.
T3 Partially Met No misinformation conf 90%
Agent correctly interpreted solid blue LED as online but misstated model as 'MR7250' instead of MR7350 and gave inconsistent warranty info.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent lacked strong opening framing and repeated steps unclearly but maintained basic control and guided through reset/setup without losing direction entirely.
C2 Partially Met Confirmed understanding conf 82%
Agent used some technical terms (e.g., 'router password') without consistent comprehension checks but adapted to customer’s use of app and device names.
Customer Ownership
O1 Met Ownership & empathy conf 88%
Agent owned the case throughout, performed multiple troubleshooting steps, completed factory reset and reconfiguration, and only directed to ISP after full L1 process.
O2 Partially Met Proactive follow-through conf 86%
Agent clearly stated next step (contact Spectrum) but provided no timeline, follow-up commitment, or explanation of what to report — incomplete expectation setting.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact with no handoff.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation occurred, and none was warranted — agent completed full L1 troubleshooting path before concluding ISP-side issue likely.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred, and none was warranted — agent completed full L1 troubleshooting path before concluding ISP-side issue likely.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent showed procedural tone with no explicit empathy but remained patient and polite despite customer confusion and repetition.
X2 Partially Met Tone & rapport conf 83%
Agent repeated instructions when needed and followed customer’s lead on device use (MacBook, phone) but did not adjust pacing or confirm understanding proactively.
X3 Partially Met Overall experience conf 80%
Customer repeated information (e.g., device list) but agent avoided unnecessary holds and leveraged app to reduce complexity; effort was moderate, not excessive.
Call Transcript67 turns · 68 lines
Speaker 2
For warranty products, our support team is available to help with performance and hardware issues. Please have your device 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. [silence]
00:00
Speaker 1
Hi there. I'm having issues with my uh router, my linksys router. It is 3, 3-10 M-2-B-X-0-3-2-3. No, C.
01:00
Speaker 2
thank you for calling lynx this is ice how can i help you [silence] hi i'm sorry to hear about that sir can you provide me with the serial number of your lynx router [silence] let me try that again the serial number is 33d110cc and m for mike 255 for charlie Lima for Lima Wow for willy 7 Sierra for Sierra and v for Victor
01:00
Speaker 1
no, see, no 23 23. sorry? Yes. Yes. No. Are you asking me?
02:00
Speaker 2
B for boy. D for David. D for Charlie. zero three six twenty three? Is that correct? twenty two? Right. three six twenty three. All right. So this is the only links is router you have. No other links is product. Is this the only links is router you have? No other links is product? All right. So your links product is model MR7350.
02:00
Speaker 1
Okay. Yeah.
03:00
Speaker 2
Yeah, no, I'm confirming the model number of the Linksys router is MR7350. So, what's the status of its light? which means that your router is still connected and online. All right, so your main issue is about, yes sir, your main concern, since your router is working fine, it's connected and online.
03:00
Speaker 1
[silence] Yeah, it's one device. Only one device.
04:00
Speaker 2
That's unusual, because you mentioned that the light on your router is showing a solid blue light, and a solid blue light is an indicator for the router that it's connected and online. Now, if you can't access the Internet, it only means that your router is not getting any Internet from your modem. But can you tell me if it's only one device, your phone or all your other apps. So, only your phone could not access the Internet, right?
04:00
Speaker 1
Yeah. Let me double check. [SPANISH.] [silence]
05:00
Speaker 2
access your internet the other appliance you have there are devices uh can connect and access your internet [silence]
05:00
Speaker 1
Oh ma'am, can you. No ma'am I connected to my MacBook, and it's not connecting. yeah. yeah. Noah M A C H A D O
06:00
Speaker 2
So, um, it's not only your phone that's connecting to your internet, but also your MacBook. They operate with a record for you, sir. May I have may I not may I have your name? Noah and your last name Noah. M I C H A D Oh, Noah Machado. Thank you.
06:00
Speaker 1
It's Noah U S A 4 at Gmail.com. At Gmail.com. Mm-hmm. Correct. Correct. [silence]
07:00
Speaker 2
Which address is the one? No, why US the number 4@gmail.com? Did you mention that your internet provider is TT? uh and you've already talked with them and they confirmed that did you have uh your internet connection is okay, correct? Uh was there any power outage prior to your [silence] call?
07:00
Speaker 1
no. no. sorry? no. Yeah. But my computer also is not connecting. So it's everything. There's no no, the Wi-Fi connected, but it's not, um, getting me internet.
08:00
Speaker 2
When getting no internet connectivity, no? [silence] And there was no internet service interruption or internet outage prior to that? [silence] Uh, oh, was there an internet service interruption or an internet outage [silence] prior to your phone being disconnected? [silence] No? [silence] So, it just so happens that your phone uh could not connect to your internet. [silence] Correct. [silence] Uh, can you tell me specifically Noah uh when you connect your Wi-Fi uh does it say connected but no internet or you really cannot join the Wi-Fi network? [silence] You really cannot connect at all?
08:00
Speaker 1
Yeah. It's showing both solar lights.
09:00
Speaker 2
Did you check your Internet box from spectrum if the Internet light indicator is showing a solid light? That's it. Uh, let's try to do a power cycle on your modem. And your router. Uh first let's start with your modem. Just turn off its power switch. And turn it back on. [silence] Yes. The spectrum modem, the Internet box, you need to turn off that spectrum modem first. If there's a power switch.
09:00
Speaker 1
Already turning it off. Uh huh just did. Okay. If if I if I turn off my phone I will get disconnected
10:00
Speaker 2
on that modem. if there's no power switch, you can just. okay, that's good. now uh turn it back on. and then uh I also need you to turn off your Linksys router. there's a power switch on your Linksys router. turn it off. and then turn it back on. turn it back on. now, let's start with your, uh, phone. uh, I Uh, is it all right to turn off your phone also? You will not get disconnected, right? I think so. let's uh use your macbook. uh
10:00
Speaker 1
Do you mean, do you mean, sorry. Do you mean the Wi-Fi turn it off or my phone? No, I don't have any any other devices. Okay. Uhhu. I’m doing that. Yeah. [silence] Yeah.
11:00
Speaker 2
Please let's try to use the MacBook, etc. (or the the phone itself, the the device, you you have to shut it down first. (Since you will be disconnected, then then let's try your other devices. If you have any other devices that that are connecting to your Wi-Fi, like your your MacBook. Then your your MacBook, uh the the one you mentioned, uh that could not connect also, the MacBook. Uh try to try to turn off your your MacBook. Now while (waiting for your MacBook to shut down, uh can you check now your your spectrum modem? Uh if it's light, especially the internet light indicator, if it's back, online, uh if it's, It)
11:00
Speaker 1
[silence]
12:00
Speaker 2
not online it's still blinking is it a solid red or a blinking red let's just wait because or you you or you turn off your spectrum modem and it just got back online so maybe your router uh got disconnected so let's just wait and your MacBook uh is it already shut down or turned off
12:00
Speaker 1
[silence]
13:00
Speaker 2
So let's turn it back on your MacBook, power on your MacBook. And on your phone, since you cannot turn off your phone, can you turn off its Wi-Fi first on your phone turn off your Wi-Fi. Okay. So let's leave it that way. Your spectrum modem, its light already stabilized? Are they all showing solid light now? You're right. Can you turn off again your linksys router and then turn it on?
13:00
Speaker 1
Do you want me to wait a certain period or just turn it on and off? Okay. I turned it back on it's blinking blue.
14:00
Speaker 2
back on links is water. Now, I'll just turn off your links is water and then turn it back on. [silence] Okay, let's just wait for it to stabilize.
14:00
Speaker 1
OK. It's solid blue. Sorry, you just turn blinking again. Yep. it just turn solid red.
15:00
Speaker 2
solid blue it's not blinking now let's just wait for it slides to stabilize because I've check here in our system on your yeah I think that's the reason why you could not connect to your internet because I I've also check on our system and your routers status is showing That it's offline, which means that it's the reason why you could not connect to your internet, because your router was totally disconnected. So, you may have to reconfigure again your router or set it up, because it was totally disconnected from your internet provider. Now, the thing is that, your router model MR7250, apparently is already out of warranty. You got this router from 2023. Okay, let me check, [silence] um, your MR7250, uh, supports several internet connection types. For example, it supports, um, your, your internet provider should be able to set it up and all you need is your Wi-Fi username and password. Okay? Okay. Let's restart this router. All right, [cough] [speaking indISTINCTLY] sir. [crowd murmuring] We'll restart it. Okay, heart [cough] [crowd murmuring] we'll restart it. Okay, heart [cough] all right [cough] [crowd murmuring] we'll restart it. Okay, we'll restart your router. [ crowd murmuring ] Please confirm once more and we'll be setting up the router. Okay, sure. [crowd murmuring] All right. [crowd murmuring] Your wifi name and password [silence]
15:00
Speaker 1
I don't remember. Sorry. Um, I don't remember. I think it might have been October.
17:00
Speaker 2
So if you kind it um with a two-year warranty your router MR7350 is already out of warranty. When did you got this MR7350? What month of 2023 uh is it February or is it February or on October?
17:00
Speaker 1
okay mm-hmm how do I do that no it's showing as solo oh ooh don't want to do that click on
18:00
Speaker 2
Ok, uh, okay. Uh, alright. Uh, so, uh, since it's October, because it shows in the system that this router was first connected on October 7th. So I think you might have got this router on that month. So if it's that month, then I think we can still provide you some technical assistance for free. So I'll help you, uh, I'll help you set up your router again. Um, let's do first a reset on your router. Since it's still showing, uh, yeah, it's still showing a solid red light. So, uh, press and hold, uh, the reset button for about 10 seconds till the light blinks.
18:00
Speaker 1
It's showing solid. Yeah, it changes. Yeah, I already did and it's not connected. I mean, it's connected but it's not, giving me internet. Yeah, it shows the, it shows the bars but when I go to scroll, it doesn't work. Oh, thank you.
19:00
Speaker 2
Shirley a solid blue. All right. Can you turn off? Between so can you turn on the Wi-Fi on your phone? And you connect it? Did it say connected? All. But without internet. So all. We can do a reset on your router. But once we do a reset, it will revert back [silence]
19:00
Speaker 1
Okay. Yes. Okay. [silence] Okay, it turned off. [silence] Okay.
20:00
Speaker 2
it will revert back to its default Wi-Fi settings. Are you okay with that? And once we do a, reset on your router and reconfigure it again, we will know if, uh, it is your router's issue or if it's your internet connection. So, let's do a reset on your router. Press and hold its reset button. And then wait for its light to turn off. Once it's lighted, yeah, once the light goes off, you can let go of the reset button. Uh, may I know.
20:00
Speaker 1
I do not. Let me download it real quick. No, I did but I deleted it since I didn't use it. Okay, I downloaded it. So, should I
21:00
Speaker 2
noah if you have the lynx sys app on your phone so when you set up your router previously uh you did not uh set it up using the lynx sys app let me see
21:00
Speaker 1
which one should I click, troubleshoot or replace linksys router slash nodes, your router has no internet connection. I can say select a different network, Should I click that? Should I be connecting to the, should I have the connection to which one?
22:00
Speaker 2
no hold on uh so you download the lynksys app mm-hmm wait um when you open the lynksys app it should uh first ask you to set up a new wi-fi network or launch set up all right Perhaps.
22:00
Speaker 1
It's purple. Yes. Okay. and I should connect to that. Okay. Uh-huh. [silence]
23:00
Speaker 2
Yes, um, let's check first your router, what's the status of it slide. Is it solid purple? All right. I need you to connect first on the default WiFi name of your router. Uh, check at the bottom of your router. The default WiFi name is indicated on its product label sticker. Yes. Connect your phone to the WiFi name. Also check on the WiFi password. So once you connect your phone to the default WiFi name and type in the password. Once you're connected, open your Linksys app, and then tap on setup a new system. If you're using an iOS phone.
23:00
Speaker 1
[silence] Okay. Uh it says loading. Okay um uh show me terms and conditions, I will agree. And then, allow my Blue cell S this, please wait. Then it's showing me instructions. Connect the router to your modem or source of internet. It's already plugged. [silence] Plug additional nodes. Uh, okay, make sure, uh-huh. Connect to your new lyns router Wi-Fi. Show me how. Do I click that?
24:00
Speaker 2
and an Android, select launch setup. Okay. Then just click next if you've already done it. Just click next. It's already connected, so next.
24:00
Speaker 1
Okay. Asking for a new password. Router password. [silence]
25:00
Speaker 2
All right, so you have to create a router password. That router password is different from your Wi-Fi password. Okay? Uh the router password is the one you type in when you log into the [silence] link sys application software. Uh once you're done creating the router password, I think, uh it will also ask you to create your Wi-Fi name and Wi-Fi password.
25:00
Speaker 1
I'm still trying to set up a password, because it's saying you're... it has a hint. Right, I know.
26:00
Speaker 2
[KEEP_UNCERTAIN] so what page are you on the link this app? the router the password password well the router pass password should be case sensitive it should have letters and numbers and a special character make sure the the
26:00
Speaker 1
All right. Um. Already did it. All right. It's configuring my how far how
27:00
Speaker 2
But you do not repeat those characters, okay? Or those numbers or letters. And then one of the letters should be capital. Okay, that's good.
27:00
Speaker 1
Um. Nope. It's solid blue. Um. Yeah. I think after I created the thing, it turned blue. Um. Um. Okay. Let me try to connect to the Wi-Fi.
28:00
Speaker 2
uh check on your router's uh LED uh on its slide uh it should start blinking. oh it turns solid blue already then uh it means it's already uh connected and online because a while ago that's uh the light on your router is solid purple right? so your router is already connected and online I think uh the Linksys app is just saving the settings uh you've created your wi-fi name and password. [silence]
28:00
Speaker 1
They're not- no- Oh yeah, I just connected. I'm going to test the internet now.
29:00
Speaker 2
Yes. You will have to reconnect to the new Wi-Fi name you created. On your phone, go back to your phone Wi-Fi settings. Yeah. Open a web browser or google. Come on. So it's not connecting. That's weird because your router is showing a solid blue light, which means it's connected online. [silence] And it
29:00
Speaker 1
Uh-huh. I'm using my mobile engine. Yeah, it's connected right now, but it's just not being able to use it.
30:00
Speaker 2
It also shows that you have internet because you can you were able to download your Linksys app. And you were able to access the Linksys app. And you're using internet. I see. So, did you connect to the new Wi-Fi name you created? Um can you check uh Noah if your uh Spectrum modem uh internet light indicator is still uh showing like [silence]
30:00
Speaker 1
You have both are showing solid blue. Okay. Could it be the cable that connects the router to the to the modem.
31:00
Speaker 2
Solid light. Okay. And what about your MacBook? Is it connected to the internet? How about trying to connect your MacBook to your router's Wi-Fi name? Yeah. You could check that. Maybe the ethernet cable is faulty, but since your router is showing a solid blue light, it means it's already connected and online.
31:00
Speaker 1
Start, transcoding, transcription.
32:00
Speaker 2
My router was successfully configured, ... The I your main router. Unless you have other cables connecting to your spectrum modem, can you check on your phone Wi-Fi settings? [silence] So, since you were able to connect your wife and I saying no and
32:00
Speaker 1
Gotcha. Okay, I'll try to do that. Mm-hmm. Okay.
33:00
Speaker 2
then it could only mean that there is no internet coming from your spectrum modem but your router is already successfully configured, it's already set up, so once your internet is back your, you should be able to access your internet, I think you will have to contact again your spectrum, maybe they have an internet service interruption or your spectrum has a downtime because your router is working, fine, we were able to reset it and set it up again and it followed the procedure but since when you connect to your Wi Fi name it says connected but no internet.
33:00
Speaker 1
yeah right ? yeah . okay okay thank you alright have a good day bye bye
34:00
Speaker 2
only means that it is your spectrum modem box because you have to know that your router uh only its only found role is to distribute your internet to all your devices in your area. but the internet uh solely comes from your spectrum modem. so contact them again. check. if there is maybe there's that downtime of your spectrum or an internet service interruption or under it, okay? all right. you're welcome. thank you for calling Linksys, Noah. yeah, you too. take care and have a great time. bye.
34:00