V2 Rubric Detail — 5e04ef2c-7aeb-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 16:37
Duration
16m 14s
Contact
Edward Bond
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00136231
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol5.00/5
Efficiency4.00/5
Overall4.7/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+6.0)

V2 Grader Summary

The agent correctly identified the MR7310 as a 5-press compatible model per universal_5press_models.md, guided the customer through a factory reset, the 5-press method, and corrected the Ethernet cable placement, resulting in a solid blue LED and restored connectivity. All technical steps were accurate and effective, leading to full resolution. No escalation was needed, and the agent demonstrated strong ownership, communication, and customer experience throughout the call.

V1 Case Analysis

MR7310 router not detecting internet; LED solid red/blue. Performed reset, 5-press method, and corrected Ethernet connection to yellow-labeled WAN port. Router now shows solid blue LED and internet connectivity confirmed.

Troubleshooting Steps
  • Confirmed product model MR7310 after initial confusion with serial number.
  • Instructed customer to hold reset button until LED disappeared.
  • Performed the 5-press reset method on the reset button.
  • Verified Ethernet cable was connected to the yellow-labeled WAN/Internet port (not a LAN port).
  • Confirmed solid blue LED and internet connectivity after procedure.
Key Observations
  • Agent patiently guided customer to locate model number MR7310 after initial confusion with serial number.
  • Correctly applied the 5-press method, which is valid for MR series routers per KB guidance.
  • Accurately diagnosed the need to connect the ISP Ethernet cable to the yellow-labeled WAN port.
  • Confirmed resolution with solid blue LED and customer verification of internet access.
Positive Highlights
  • Accurate technical guidance: reset procedure, 5-press method, and correct WAN port usage.
  • Clear, step-by-step instructions despite initial model confusion.
  • Confirmed resolution before closing the call.
  • Provided ticket number for future reference.
  • Maintained professional and calm tone throughout.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirms router is solid blue and states, 'You now have your Linksys router working and reconfigured again,' followed by customer confirmation.
R2 Met Diagnostic thoroughness conf 95%
Agent systematically guides customer through identifying model, performing reset, checking LED states, correcting Ethernet port connection, and verifying final status.
R3 Met Correct resolution path conf 90%
The MR7310 is an MR-series Intelligent Mesh router, and the 5-press method is explicitly listed as compatible in universal_5press_models.md; therefore, the resolution path was correct.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identifies symptom (no internet, red/blue LED), asks for model/serial, probes cable placement, and logically sequences troubleshooting steps.
T2 Met Appropriate tools / resources used conf 95%
No external tools were required; issue was resolved using on-device diagnostics and procedures appropriate to the scenario.
T3 Met No misinformation conf 90%
All technical instructions—including reset procedure, 5-press method, and Ethernet port correction—are accurate per KB; MR7310 is confirmed 5-press compatible per universal_5press_models.md.
Communication
C1 Met Clear & professional language conf 95%
Agent maintains control throughout, frames steps clearly, manages transitions, and keeps focus despite customer confusion.
C2 Met Confirmed understanding conf 90%
Agent uses plain language, repeats instructions when needed, confirms understanding of LED colors and button presses.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case end-to-end, provides ticket number, resolves issue without transfer, and closes professionally.
O2 Met Proactive follow-through conf 95%
Agent provides ticket number, confirms resolution, and asks if further help is needed—clear next steps and closure.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history; this is confirmed first interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—the issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted—the issue was resolved at L1.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent expresses appreciation ('thank you so much'), acknowledges effort, and congratulates customer on success—demonstrating empathy and patience.
X2 Met Tone & rapport conf 90%
Agent adapts pace to customer, repeats instructions when needed, checks comprehension on LED states and button presses.
X3 Met Overall experience conf 95%
Agent avoids unnecessary repetition, uses gathered information efficiently, and resolves issue without holds or redundant steps.
Call Transcript28 turns · 31 lines
Speaker 1
well Don't worry. I'm trying here. All right, all right. All right. Let's see. Model number. Let's see. Recovery key, password name. Uh, let's see. Address. Oh, the model number, I just don't know. I'm sorry. Huh. I just don't know. I'm sorry. I can tell you what size it is.
00:00
Speaker 2
What's the model of your router? The model number, the one that you just read out, just now. Look either at the bottom or the back.
01:00
Speaker 1
Let's see. Name. That links he set up for seven. Password. What was the model? Series number model. Series number. Okay, that's 36y 10 M 298081369. That's it. Well, um 6991 1270. [silence]
02:00
Speaker 2
there should be a model for the router right find somewhere that says model there alright you currently just read out the serial number there's nothing that also indicates its model mm-hmm [silence]
02:00
Speaker 1
9. Internet. Ethernet 1, 2, and 3. Let's see. Hmm. 1, 2, and 3. Boy, just not finding anything like that. I'm sorry. It's just the stuff on the back here. Linksys with a, the password, the recovery key, the address for the max serial number. Is that what you need? That that's what's here. I don't know what, what it is. I don't I think it just is an access point. I don't know if. I don't know what the password is.
03:00
Speaker 2
You have a black link sys router with two antennas at the back. Is that correct? Yeah. Focus at the bottom of the link sys router. There's the serial number and there should be also a model number or model.
03:00
Speaker 1
Oh, model number? Is that what you need? Uh MR7310. Yes. Uh, two reds with a blue in the center. It's uh, right now, it's just that and it's not blinking. Neither one is blinking, either the
04:00
Speaker 2
yes, that's the right one, alright. Now look in front of the links router. Is there any LED lights showing up right now? What's the color of the LED lights? Is it blinking or solid red? alright. So in front of your links router there's the logo, links, right?
04:00
Speaker 1
I'm sorry, I'm not, I don't understand Yeah. Yeah, yeah. It's, it's red with blue on the center. It's red, blue, red. and I guess guys. Yeah. I think I understand where this is going. It's not blinking, it's solid. [silence] this is the second day. It worked okay after trying to do this twice. We disconnected everything, reconnected it. That's what we wanted.
05:00
Speaker 2
All right. Once again, please look in front of your linksys router. There's a word that say linksys, correct? Now, there's an LED light. You mentioned it's red. Is it solid red or blinking red? All right, but is it blinking or solid? Um, all right. Thank you so much for that one. Before anything else, may I ask, is this your first time calling linksys as well? Mmhm.
05:00
Speaker 1
and it worked until about an hour ago. And then, poof, it's not working at all. [silence] Reset, huh? Is that the on and off switch on it or... oh, the reset button. Okay. Okay. Right now it's slowly blue. It's just blue going on and off. [silence]
06:00
Speaker 2
Mm-Hmm. Ga. No, there's a red reset button at the back of your links this router. Yes. You need to hold it until the light at the front completely disappears. Once the light disappears, you then let go of the reset button. [silence]
06:00
Speaker 1
Shoot, shoot. Oh, now it's red. Now it's solid. OK, the light is out now. OK. It's now off. How do I get the light to come back? Yeah, OK. It's coming back, it's coming back with the red and the blue and the green.
07:00
Speaker 2
Alright. Keep on holding the reset button until the light completely goes out. Alright, once the light goes out, you let go of the reset button. Alright. Tell me if the light goes back up, what will be the color of the light? So you let go of the reset button, right?
07:00
Speaker 1
it's center and it's solid now well I mean it's you know red, blue, uh, red. It's solid now it's just solid. Hmm. Yeah. Yeah. [silence]
08:00
Speaker 2
Is it currently blinking? So just to re-verify, you held the reset button. The light went out completely. Is that correct? And the light went out for a little bit, and then it turned into a red, blue, red color on a solid state on its own.
08:00
Speaker 1
Okay. [silence] five times, okay, okay. one, two, three, four, and five. [silence] Well, it's blinking again. It appears to be red light red.
09:00
Speaker 2
Okay. Thank you so much for that one. Now what you're going to do is the five press method briefly. You're going to press release, wait a second, press release, wait a second five times on the reset button. Okay. [silence] What's the color of the blinking light?
09:00
Speaker 1
and then it's still blinking. Yeah. Now, it stopped again. Oh, no, no, still blinking. There it is, still blinking. Okay. It's now blue. Yep, it's solid blue. There we go. Wow. By jove, at least.
10:00
Speaker 2
All right, let's just wait until it's done blinking. Solid blue, correct. Let's wait for two minutes. Let's double check if that color stays that seems like no changes. Have you then? Brinkley. May I ask, have you already spoken with Xfinity around this time? And what did Xfinity also inform you as well? Alright. Can you double check at the back of your Linksys router? IsTranscribe See,
10:00
Speaker 1
It's linked to Ethernet 2. No, should it be? Ah, okay. Yeah, I disconnected it. Maybe I did it incorrectly. That might have been it. Okay. Now it's blinking blue and it's solid blue. Oh, so maybe I just connected it wrong. Could it be that simple?
12:00
Speaker 2
so the Ethernet cable connected to the port that says internet there's no cable connected to the internet the one with the yellow label? Yes, in order for your Linksys router to detect internet connection from Xfinity, the cable should be put into the one with the yellow label. Because flashing red indicates it's not detecting any internet. all right, let's just let's just wait for uh for 2 more minutes to verify and stays at same color. No, wait, we're just gonna wait one more minute to verify everything is working. All right, have you already received your ticket number as well? Yes, a ticket number on our end serves as a reference just in case you need to call us back just like now.
12:00
Speaker 1
Okay uh, let's see. getting right width. of course not. there's nothing to rely on. all right. Let's see. no. Okay, I think I can do it now. Okay? Okay. Okay. Okay. Okay.
14:00
Speaker 2
If you haven't received yours, I can provide it to you right now. Uh. All right. Tell me whenever you're ready. Uh. All right. Your ticket number is L, like Lima, P, like Tango, S, like Sugar, 0013 - 6231.
14:00
Speaker 1
one, okay, so, LTS oh, okay, uh, do that again, then I think I put it down wrong. Six, two, three, one. okay, yeah, I put the one three at the end. okay, so, so, LTS 0013 6231. Okay? Yes. It's still saying staying solidly blue? Thank you. Uh, no, no, thank you. You saved me from my own.
15:00
Speaker 2
A. 3-1. L. T. S. 0013, 6-2-3-1. That's correct. And to verify, the light is too solid blue. [silence] Perfect. Congratulations. You now have your Linksys router working and reconfigured again. You can enjoy your network once more. Is there anything else? [silence] All right.
15:00
Speaker 1
stupidity. Okay, thank you. Okay, thank you.
16:00
Speaker 2
I see. So once again thank you so much for calling Linksys. If you have any more problems feel free to call us back. Take care and have a great day.
16:00