V2 Rubric Detail — 5f1734f6-7717-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 19:42
Duration
25m 9s
Contact
330-844-2335
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication0.00/5
Ownership1.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall16.4% (-5.6)

V2 Grader Summary

The agent failed to resolve the no-internet issue and provided technically inaccurate guidance by instructing the customer to use the 5-press method on an MR75MS, which is not a supported model per universal_5press_models.md. The agent also misrepresented the Linksys app's capabilities and failed to follow the ISP diagnostic sequence. The interaction ended without resolution or a clear path forward.

V1 Case Analysis

Customer unable to get internet on new MR75MS router; no wired device available. Agent gave multiple critical errors: incorrect 5-press reset advice, failed to guide UI access, no valid next step. Issue unresolved.

Troubleshooting Steps
  • Power-cycled modem and router
  • Suggested MAC address cloning without verifying UI access
  • Instructed 5-press reset as a setup method
  • Attempted to guide customer to access router UI via 192.168.1.1 and myrouter.local without confirming connection to setup SSID
Key Observations
  • Agent incorrectly described the 5-press method as a reset and 'easiest route to set up the router' ([15:00]-[16:00]), which contradicts KB: it is a diagnostic escalation that does not reset the router and is not a setup method.
  • Agent failed to instruct the customer to connect to the router's setup SSID before attempting to access 192.168.1.1 or myrouter.local ([19:00]-[24:00]), a fundamental prerequisite per KB for local UI access.
  • Agent suggested MAC cloning ([03:00]) without first establishing access to the router UI, making the advice impossible to execute and technically invalid in this context.
  • Call ended without any escalation, callback, or concrete next step ([25:00]), leaving the customer with no path forward despite unresolved critical issue.
Positive Highlights
  • Agent verified the model number early in the call.
  • Agent attempted standard power‑cycle and MAC‑clone troubleshooting steps.
Agent Errors / Gaps
  • Incorrectly described the 5-press procedure as a reset and setup method; per universal_5press_models.md, it is a diagnostic escalation that does not erase settings or initiate setup.
  • Failed to guide the customer to connect to the router’s setup SSID before attempting to access 192.168.1.1 or myrouter.local, violating basic access protocol per adjacent_connecting_devices.md and universal_isp_compatibility.md.
  • Suggested MAC address cloning without first verifying or enabling access to the router UI, rendering the advice impossible to execute and technically invalid.
  • Provided no escalation path, callback, or follow-up plan despite complete failure to resolve or progress the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still reports no internet after all steps; issue not resolved or escalated.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power cycle, suggested MAC cloning, attempted UI access, and reset, but failed to isolate ISP issue or verify WAN status.
R3 Not Met Correct resolution path conf 95%
Agent advised 5-press reset on MR75MS, which is not a supported model per KB; missed correct path (factory reset or escalation).
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Identified symptom (no internet) and asked about modem, but did not follow diagnostic sequence to isolate WAN issue per universal_isp_modem_diagnostics.md.
T2 Partially Met Appropriate tools / resources used conf 85%
Attempted to use local web UI (192.168.1.1/myrouter.local), but could not guide customer effectively; no other tools used.
T3 Not Met No misinformation conf 96%
Instructed customer to perform 5-press reset on MR75MS; universal_5press_models.md does not list MR75 as a compatible model. Also claimed Linksys app only works for local access, which is contradicted by the KB's mention of remote management via linksyssmartwifi.com.
Communication
C1 Not Met Clear & professional language conf 93%
No opening frame, long silences, abrupt transitions, and no control during customer frustration.
C2 Not Met Confirmed understanding conf 92%
Used technical terms like MAC clone without explanation; did not adapt to customer’s lack of wired device or comprehension cues.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stayed on call and did not transfer, but failed to secure resolution or escalate appropriately.
O2 Not Met Proactive follow-through conf 91%
No clear next steps, timeline, or follow-up commitment provided before ending call.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation despite inability to access router settings, incorrect troubleshooting, and unresolved issue — warranted escalation to L2.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was initiated on this touch.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
No empathy expressed; no acknowledgment of frustration or repeated effort; remained transactional throughout.
X2 Not Met Tone & rapport conf 90%
Did not adjust tone or pace to match customer’s urgency; continued with rigid script despite confusion.
X3 Not Met Overall experience conf 95%
Customer repeated information multiple times; asked to try multiple URLs unsuccessfully; agent increased effort unnecessarily.
Call Transcript46 turns · 48 lines
Speaker 1
Yeah, um, yeah, I can't hook up my brand new router, it won't work, it won't do anything.
00:00
Speaker 2
welcome to linksys support. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting www.register.links.is.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, pain support option may be available depending on the issue. Thank for calling links is. This is Mei. How can I help you? Once again this is I don't know. What's the serial number?
00:00
Speaker 1
Oh, god, oh, money. Oh, 4 5 Charlie, 1 0, Mary, 2 6, Charlie, 0 0 3 1 1. I think it was through Amazon. One. Yes. Yeah, MR 75 MS. Eek. Well, finally, after I went through your guys's online shit, it's solid blue, but nothing. It's my phone will connect, but then it says no internet connection, so...
01:00
Speaker 2
where did you purchase this and when it arrived was it in three package or just one oh just to verify the model number I can see here is mr75 is that is that the okay and you cannot hook it up uh-huh I'll just walk you through to the easiest way to set up the router without using the app what's the light status right now of that router
01:00
Speaker 1
yeah well I turned it off but yeah I turned it off so I could uh get your phone number let me turn my Wi-Fi back on okay so I'll hit the connect it says uh link setup 285 no internet connection do what turn it off yeah I've done it's 10 times already
02:00
Speaker 2
right now. Is it solid blue? okay. And your phone is connected to Belop setup Wi-Fi? Okay. Try to just switch off the Linksys device using the switch underneath. Switch off the Linksys router switch it off. yes. and unplug your modem after. [silence]
02:00
Speaker 1
It's a brand new modem, everything's brand new. I understand that. I have a computer, but it won't hook to the internet because the router won't work. I doubt it. I don't think I even Well, I want to phone work to it then. No, it's a spectrum modem.
03:00
Speaker 2
Ya. the the reason why it's Just that. It's brand new. Therefore, it's not recognizing our connection. Do you have a computer where we can do MAC clone? It's fine. Doing MAC clone, it's not necessary that you're online. That's the reason why MAC clone has done for you to have your internet. I mean for the router to have internet connection. Do you have. Can you at least wire your computer directly to the modem? We need to get its MAC MAC address. Mhm. Okay. Can you connect your modem to the phone via Wi-Fi? Is it a gateway modem? We need. Yeah, spectrum modem, but is it a gateway modem?
03:00
Speaker 1
No, it's just the modem. That's all it does. I have my own router. Uh, yeah. Hello. I don't have a cord to hook my computer to my modem.
04:00
Speaker 2
The gateway, like, it's a combination of modem and router. Okay. Therefore, you need to have a computer that can be physically wired to it, in order for us to get its MAC address. And we will then enable it to our Linksys router. It's only possible if we can physically wire a device to the modem. Your modem, by the way, since it's brand new from Spectrum. Did they already activate it? That? Hello? It's okay. You can use the cord that is on the Linksys router now.
04:00
Speaker 1
There's not, that's what I just said, there's no port on my laptop. I have nothing, all it holds is an Ethernet or a USB, nothing else. That's why I'm using my phone. What's that? Uh, that's how I have to have it, yeah, cuz it won't, it won't connect. It says it's connected, then it says no internet connection, so. I went to the, I went to the website,
05:00
Speaker 2
we will bypass the links anyway, as long as there's a port on your laptop, that the cord will fit in. So, do you have at least an adapter? Got it. And do you have a power cycle? You're ready. But your phone is just using data, right? Just for it to go online. Your phone is just using data. Uh-huh. Okay. So, just to make sure, you already set up this router, right? But it's still having no internet.
05:00
Speaker 1
the linksys app and set it up. I've never had this issue with a Linksys router. I've always been able to use my phone to set them up. I have everything unplugged, because you said to unplug it. yes. That's what I did. Yes.
06:00
Speaker 2
Yeah, it's already set up. It's just that there's no internet right now. That's the only problem. And yeah, you can turn on just the modem only, only the modem. You have to wait until it's completely rebooted before you can turn on the link say, say, okay, just turn on the modem only. And just to verify, the ethernet cable is directly connected to the modem and the other end to the internet port, still on the router, right? That's how you connect it.
06:00
Speaker 1
It has the main one that'll only hold the internet cable, the other two are for a phone line. Yep. Yep. No.
07:00
Speaker 2
the Ethernet cord. Your modem has how many Ethernet ports? Your modem. Okay, so just one Ethernet port. Is your modem now fully rebooted? Okay, so just one Ethernet port. Is your modem now fully rebooted? Okay.
07:00
Speaker 1
Yes. It's blinking. Right, it's blinking. Right now. [silence] It was blinking. [silence]
09:00
Speaker 2
The LED indicator of the router, is it blinking blue now?
09:00
Speaker 1
now it's red, blue, blinking. yeah, yeah, it's blinking, blue, still. yes it is. nope, directly to go up, power outlets. now it's red, solid red.
10:00
Speaker 2
From blinking blue it should blink red after. And from blinking red it should turn to solid blue after within three minutes. Okay. And it's directly connected to a power outlet, right? Not a power strip. Okay. And check your Wi-Fi.
10:00
Speaker 1
Okay. I will, let me give me a second. Says it's uh available. But no. Yeah, no internet connection. The light is solid red on the mode on the router. Yep. [silence] No, I'm at home. Nope. Only only have one laptop.
11:00
Speaker 2
The name is still available, the Wi-Fi name. Okay. Try to select that one again and check if it's still no internet. Solid red. Okay, which means that there is really no internet that it can detect from the modem. Uh, yeah, the probable reason why, uh, the modem can't recognize this router. So MAC clone will be the last option. Uh, maybe someone there has a laptop that you can borrow for the meantime that has a port. Got it.
11:00
Speaker 1
And my, verify what? Yes, that's why I went and got a why I went and got a new modem. They said there was nothing wrong on the internet. up. Yep, now the light is, now the light is solid red or solid blue, but it still says I have no internet connection on my phone. I did have, I I tried to hook it I tried to hook a TV up.
12:00
Speaker 2
and just to verify. Mm-hmm. You already cold Spectrum about this, that you connected a linkre that alright. So the modem it's already configured from their end. I mean it's already a registered. From their end, since this is brand new. Okay. Uh just turn off and on your Wi-Fi. Just to refresh the connection. And can you at least try another device because it's really weird. The router is solid blue but there's no internet.
12:00
Speaker 1
stick to it and it won't do it. Yeah. Now it's not wired. It's Yeah, keep saying no internet connection. I did not. I have not changed any of it because I wanted to get it set up and then I would have changed it, but since I can't get it set up.
13:00
Speaker 2
You mean to say directly to the links that router, wired. Okay. [silence] Wi-Fi. Can you check this? [silence] Mm. Hmm. Okay. [silence] We can try to reset the router one more time. [silence] The Wi-Fi name that it's broadcasting now, is it your Wi-Fi? Like, were you able to change the Wi-Fi name and password? [silence] Okay. So this is the last troubleshooting step that we can do since there's no computer it can be hardwired. Just press.
13:00
Speaker 1
Okay. Totally off. Okay. Yeah, right now it's, Flashing blue again.
14:00
Speaker 2
[silence] [silence] Okay. Once the light is steady, just press the reset button five times, quick five press. Press, release, press, release, press, release five times.
14:00
Speaker 1
Now it's, all right, now I can do it. Okay. No, it's. I did it five times.
16:00
Speaker 2
Um, 10.0. 9.0. Okay. All right. I'll set a timer here, three minutes. Led there will flash, and actually, the five-breath reset you did is the easiest route to set up the router. Let's see, after three minutes, hopefully, it will have, not just solid blue, but it should be able to go online. We'll see.
16:00
Speaker 1
Well, it's solid blue again. [silence] yeah. no internet connection.
17:00
Speaker 2
It's like from solid red, from blinking red, it turns to solid blue or from blinking blue, it turns to solid. Okay. Reconnect now to dev. set up or link to set up Wi-Fi. Same thing. Okay. And you're going to save and exit. Hello, yes, how can I help you today?
17:00
Speaker 1
No. Well, I just went to the App Store, and the thing it said is just... [silence]
18:00
Speaker 2
Computer right there is not wired capable. I'll walk you through the are you able to log in to the router's dashboard earlier when you try to set it up. It's because Linksys app is not, you can only use the Linksys app for local access. For account purposes, Linksys account, it will no longer work since we don't have cloud access anymore to our Links devices. So, I'll just walk you through right now, how to log in locally to the router. We can check settings there, but if ever everything is okay, then, back clone is really the only solution. So, yeah. Do you have your computer with you?
18:00
Speaker 1
I my phone. Yes. Yes. Okay.
19:00
Speaker 2
just phone. It might. Initially, the web user interface should be only, I mean, is effectively using computer, iPad, since it will use a desktop browser, but we'll just use your phone and we'll convert the browser to desktop mode. Is this an iPhone? Okay. Open Safari, and then on your address bar, you can type 192.168..1.1 to it to a page asking you to download the app. Is that the page you have? [silence]
19:00
Speaker 1
no I have nothing. I'm going to do it. 192.168.1.1. Yeah, it won't even do anything. It won't open nothing. My router.
20:00
Speaker 2
make sure it's on the address bar because it will go through even though there's no internet, again 192.168.1.1, yes that's it, no extra character on the address bar. Okay, type myrouter.local all one words small letters myrouter.local L-O-C-A-L
20:00
Speaker 1
Yeah. nothing works on Safari, so I don't know what to tell you. Yeah. 192.168.1.205.
21:00
Speaker 2
тім1 dot local. yes. uh, let's check the IP address instead. probably this router is not getting a valid one. go back to the settings of your phone. go to Wi-Fi. I need you to tap the little icon right beside the set up Wi-Fi name. The I icon. Okay. what's the IP address that you can see there? Okay. we still have valid IP address then. try to use a different browser instead. Do you have another browser in your phone? [silence]
21:00
Speaker 1
Just Google is the only other search engine I have. Let's see, it's 192.1.68.25. All right. of course, a bunch of stuff comes up. Yeah. And it says, uh, login administration router.
22:00
Speaker 2
Okay, try Google. Make sure you type it on the address bar so that it will not give you suggestions, try to do it one more time, 192.168.1.1.
22:00
Speaker 1
nothing else comes up. uh... yep, that's... nothing else comes up. same stuff, everything I get a lot of stuff that comes up. I'm using my phone, I'm using my phone, not phone. silence
23:00
Speaker 2
That's not it. So those are the results when you hit go or enter. I mean search. Okay, try myrouter, . local. Still on the address bar, URL bar, myrouter.local. Are you online now since you're getting those search results? Yeah. Did you enable your data on your phone?
23:00
Speaker 1
Well, of course, I have it open so I can use it here. The Wi-Fi is off. So when Wi-Fi's on, it won't work because there's no Wi-Fi here. [silence] It wouldn't let me. I had it that way. It and then it wouldn't do anything. Yeah, I got a that I can't. I don't have no way to tap into it.
24:00
Speaker 2
Again. That's the reason why. That's the reason why we cannot log into the router settings. You must be connected to its Wi-Fi. Even though there's no internet, it will work. You can still log into the settings. Just connect to it. Even there's no internet, connect to Velop's setup Wi-Fi. Got it. So, if it's not working on the phone, it's only, it will work on your computer, then. Computer, iPad, desktop. okay so if that's the case then that's the only troubleshooting step that we can do
24:00