V2 Rubric Detail — 6008807c-65d3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 20:23
Duration
21m 53s
Contact
Melinda Fagnan
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133166
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_ Initial Setup of the router
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical guidance by instructing a 5-press reset as a setup method for first-time configuration of an MR735F, which contradicts Linksys documentation. The correct method is accessing http://myrouter.local or using the default SSID for initial setup. This is a critical technical error that derails proper procedure.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall0.0% (-56.0)

V2 Grader Summary

While the customer achieved internet connectivity and the agent demonstrated strong ownership and communication, the resolution was achieved through an incorrect technical procedure—using the 5-press method for initial setup, which is not documented or appropriate. The agent misdiagnosed the situation and provided materially inaccurate instructions, constituting a critical technical failure. The outcome was functional but based on incorrect protocol, downgrading the result to Partial Resolution.

V1 Case Analysis

Customer unable to set up MR7350 router; agent instructed 5-press reset (incorrect method), connected to temporary SSID 'Linksys Setup 424', entered label password, verified internet access on phone and TV; issue resolved despite inaccurate guidance.

Troubleshooting Steps
  • Collected serial and model numbers.
  • Instructed 5-press reset (incorrect for MR7350).
  • Guided customer to connect to temporary SSID and enter label password.
  • Had customer test internet access via phone and TV.
Key Observations
  • Agent used the 5-press reset method, which is not the correct procedure for MR7350 routers (transcript [07:00]-[09:00]). KB reference: MR series routers use standard reset (hold for 10 seconds) or web/app setup, not 5-press pairing.
  • Agent misdescribed LED colors as pink/purple for setup mode; MR7350 LEDs do not show pink/purple in setup mode (transcript [05:00]). KB reference: MR7350 setup mode LED is solid blue.
  • Customer struggled with password entry due to lack of verification step before proceeding (transcript [11:00]-[12:00]).
  • Agent collected required device info and created a ticket (transcript [01:00], [20:00]).
  • Despite incorrect method, customer eventually connected and confirmed internet access on multiple devices (transcript [15:00], [18:00]).
Positive Highlights
  • Collected serial and model numbers early in the call (transcript [01:00]-[03:00]).
  • Created a ticket and captured receipt information (transcript [19:00]-[20:00]).
  • Guided the customer step-by-step to connect to the temporary Wi-Fi and verify internet access (transcript [10:00]-[15:00]).
  • Maintained a polite tone and confirmed the issue was resolved (transcript [20:00]-[21:00]).
  • Successfully closed the case with a functional outcome despite technical inaccuracies.
Agent Errors / Gaps
  • Provided inaccurate reset/pairing method for MR series: instructed 5-press reset which is not supported on MR7350 (transcript [07:00]-[09:00]). KB contradiction: MR series routers do not support 5-press pairing; correct method is standard reset or app/web setup.
  • Incorrect LED color description: claimed router shows pink/purple in setup mode, which is not accurate for MR7350 (transcript [05:00]). KB contradiction: MR7350 setup mode LED is solid blue.
  • Did not verify password entry before moving on, leading to repeated failed attempts (transcript [11:00]-[12:00]).
  • Failed to clarify that 5-press method is not applicable to this model, even after customer confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms setup success: 'we're all set up' and verifies internet access on phone and TV.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped basic checks (modem status, correct Wi-Fi band) and misdiagnosed the issue as requiring a 5-press reset when the router was simply in setup mode; relied solely on one action without logical troubleshooting sequence.
R3 Partially Met Correct resolution path conf 90%
Used 5-press method unnecessarily—valid for pairing but not required for first-time setup; correct model handling but overcomplicated a standard setup process.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked about ISP and physical connection but failed to identify that the device was in normal setup mode, not a fault condition; did not follow diagnostic logic to root cause.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (remote session, logs) were necessary; agent used correct manual method appropriate to the scenario despite misdiagnosis.
T3 Not Met No misinformation conf 95%
Incorrectly instructed customer to perform a 5-press reset to 'set up' the router—this is not a documented setup method for first-time use on MR7350; factory reset or standard web setup are correct paths per KB.
Communication
C1 Met Clear & professional language conf 95%
Maintained control, guided step-by-step, managed transitions, and kept the call on track despite customer frustration.
C2 Met Confirmed understanding conf 90%
Adapted language to customer’s level, used simple terms, confirmed understanding, and matched pace for an older user.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Took full ownership, collected all required info, completed interaction without transfer, and issued ticket number.
O2 Met Proactive follow-through conf 95%
Clearly communicated next steps: email follow-up, receipt submission, and ticket number for future reference.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for a setup issue resolved in-call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Remained patient but missed explicit empathy opportunities when customer expressed age-related frustration ('Why does everything have to be so hard for someone my age?').
X2 Met Tone & rapport conf 90%
Adjusted tone and pace to match customer, used confirmations, and maintained engagement throughout.
X3 Partially Met Overall experience conf 85%
Customer had to manually re-enter Wi-Fi password multiple times and test connectivity independently; agent could have reduced effort by guiding to local setup URL directly.
Call Transcript40 turns · 42 lines
Speaker 1
I am. bought this Linksys to set up last year in June. I am trying to set it up now and for some reason I don't I don't understand why.
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, paid support may be available. Please have your device's serial number and contact information ready. If unenrolled, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys, this is Gorilla Hall, may I help you?
00:00
Speaker 1
correct the serial number is three three C one zero M as in Mary two o nine D zero zero zero four one. Now the model number's that is that I don't
01:00
Speaker 2
okay. So you bought this router last year, last June and right now you're trying to set this up and this is the first time, uh first time to set up the device? Okay. Ma'am I asked the model number and serial number of this router. Okay, then Okay, let me just check our if I get the correct serial number. 33 then C for Charlie one zero M for Mary 29 D for David 0 0 0 41.
01:00
Speaker 1
Yes, D for David. Yes. Is that the Mac MAC address it had on the back on the bottom? Okay, well, when I flip it up. Okay, hang on. I have to flip it over again. Jesus Christ. Links this, okay, there's a password, there's a recovery key. There is the WPS serial number and then it says name. Yes, it says name. It says Links is Setup 424.
02:00
Speaker 2
and how about the model number? I'm not model number? right below right below Lin centre? right below right below links says ma'am or right next to links it The word links is there the logo [silence] how about right below just like M R something like
02:00
Speaker 1
Um, okay, maybe this is it. Model number, M-R-7-3-5-F is that it? Okay. Uh, Northwest Communications. My phone number is 715-381-8632. First name Melinda, M-E-L-I-N-D-A. Last name is Fagnin. F like Frank, A, G, N as in Nancy, A, N as in Nancy.
03:00
Speaker 2
Model it says a model number. Okay, yes, and what's your Internet service provider. Okay, thank you. I'm going to have all through your phone number. And how about your first name and last name. Okay, again last name is F-A-G-N-A.
03:00
Speaker 1
[KEEP_UNCERTAIN] Okay, well, currently, that's a problem. The only email address I can access right now at this time would be my work email, and I'm not at work. This is for my home computer. Okay, well, here's the thing. My personal email is on > Northwest Communications, and right now, I don't have access to my personal computer email. I don't do it on my phone. I have a desktop that we're currently not using. For one thing, it's 2005. I have a brand new desktop that is Windows 10 that I have to have changed and I have a laptop that is also Windows 10. So, therefore, I don't go on to my personal email. I use an email at work for important stuff and that's all because it's a government email and I can't be doing a crap load of shit. So we can't do this without an email?
04:00
Speaker 2
That's right. Now your email address. Okay. Your personal email madam. Understood, this is just for record purposes?
04:00
Speaker 1
Okay, well the only email I can give you that you can send me anything to is my work email. That's Melinda.that is MelindaDOTsagnondATsccwiDOTgov Yes, S for Sam C, C, W I.DOV, yes. It's pink and it is flashing.
05:00
Speaker 2
okay. Can you have it? Man? [ silence ] okay. Thank you. That's your first name dot last name at SCC Wi.gov, right? Okay. And, um, the light on Dural height, what's the color of the light? Okay. And is your cable modem connected to the Linksys router right now? Or the the cable.
05:00
Speaker 1
everything is, everything is connected. The only thing I disconnected was the old router and I connected everything from the old router to the new router as it was in the old router, which is correct. I couldn't make the old router work. Okay. I have the receipt and I'm flipping it over and I got this on where's the date? June 17th, 2025. I pushed, purchased it at New Richmond Electronics. And new, what, New Richmond, New Richmond Electronics.
06:00
Speaker 2
yes. Oh, okay. Okay. Ma'am, uh you've mentioned that you just, got this router last year, June 2025. Do you have like a specific date when you got this and do you still have the receipt? Yes. I I, yeah, where did you purchase it? Richmond, right? Okay. Okay. Okay. Okay. Just keep the receipt, ma'am. Okay? Just in any case, we'll be needing that. Okay? Because then later I'll be sending you an email if possible, you can send a copy or a picture of the receipt. Okay? For record purposes. Okay, all right? So, since this is the first time we're going to set up the router, and then you're already connected, the modem to the router and the light on the router shows pink or kind of purple. So that means, ma'am, the router is not yet set up, or it's not communicating to your modem. So what we're going to do here is we're going to use our 5-press method to set up your router. Okay? So what we're going to do, we'll go to your router.
06:00
Speaker 1
Okay, I'm going to flip the router over and I'm going to see. Okay, it's got a red button and a blue button. Red button says reset. Okay. Well, I'm going to try. It's pretty flat. It doesn't go anywhere. The reset button, the red button says reset. It doesn't go anywhere. It's flat. It doesn't push.
08:00
Speaker 2
And then at the back of your wire router you can see there um reset correct. At the back. Okay. All right. That yes that one okay. So all you need to do you have to like press the reset button five times within five seconds. So like press release press release five times within five seconds. Um-you know you need to use like um.
08:00
Speaker 1
Oh. For God's sakes. Why does this- Why does everything have to be so hard for someone my age? Stupid. Jesus. I think I did it five times. Now it's white. It is blinking and it is white.
09:00
Speaker 2
a pointed pen or a paperclip. You will know, ma'am, because the light will kind of like blink, uh, like blinking. Is it blinking right now? It's white. all right, let's wait until it becomes solid white. And then at the bottom of the router, ma'am, the
09:00
Speaker 1
yep [silence] I have it all written down on paper next to me. I'm 65. [silence] Okay, now it turned blue. Okay. [silence] It's connected. [silence] I'm using my phone. [silence] No, this is a, this is a Samsung. It's an Android.
10:00
Speaker 2
is like name and password or just take a picture. take a picture of the information at the bottom of the router. Okay. We will be needing that later on. Okay. Okay. Okay. good. Then we'll check uh... if online right now. So you could use your phone or your computer. Okay. All right. go to um this is an iPhone right? Okay. uh. Okay. Okay. All right. go to settings then go to wi-fi.
10:00
Speaker 1
OK I'm in Wi-Fi. I see where it says Linksys setup 424. I put that in there. At some point it asked me for that. And then it asks me for a password. And I put the password in. And it keeps telling me it's an incorrect password. Yes ma'am. I wrote it down. Seven D 4 H R M.
11:00
Speaker 2
[silence] then when you see Wi-Fi there the Wi-Fi can you see there that network name from your length this you the one this at the bottom of the router? Mhm. Yes. Yes. Mhm. Okay the password ma'am is the one that's underneath the rail.
11:00
Speaker 1
Oh my God, I'm so old, D-O-T-N. Maybe I missed something. Okay, so now I need to try the password again. Right? I got to find where to put that in now because [silence] if I click on the Wi-Fi thing, or do I? Okay, it says connecting. Connecting. Okay. Now I'll put it on, I'll put the Wi-Fi password in again, 7D4HRM GD0TN. And I will hit Connect.
12:00
Speaker 2
Okay. Yes. Does it has, um, okay, it's not connecting.
12:00
Speaker 1
[silence]
13:00
Speaker 2
[silence] Okay. [silence] Okay, no need to, um, no need to. [silence] Uh, right now, just don't use the app since it shows connected. [silence] kindly check if you can access now the internet.
13:00
Speaker 1
okay so how do I do that I do a lot of stuff on my phone just through T-Mobile without uh wi-fi. so um so i should look for something on the internet like uh like a website let's see if we can go into that okay it says so if I go into the site that means i
14:00
Speaker 2
just open a browser on your phone then access any website or you can try if you have YouTube check if you can play videos yes yes ma'am you can [silence]
14:00
Speaker 1
connected through Wi-Fi, on the site, with a solid blue white. Yeah, ma'am. None of my iPads work and my laptop is buried. I'd have to dig that out. Okay, so I don't know how to do this any other what I mean I can. I don't know how to tell any other way. Let's see, open and chrome. If it says open in chrome browser, I'm connected, right? Running in chrome. Then I am connected. So I
15:00
Speaker 2
Yes ma'am. Because once it's blue, that means it's connected now to the internet. You may try either wireless device, like if you have iPad or it could be your computer. Mhm. When. But. Yes. Yes, you can open Web Page. You could open Chrome and then you may try to access any website, like you can go to the the page of the government or you can try to search and Google anything you want to search just to test if the internet is working. King. Well, Okay. On your TV right now, is this Samsung TV also? Okay, let's try to do this one, ma'am. Um, you may go to the using the TV remote. And then you go to menu. Go, go to setting.
15:00
Speaker 1
Oop, push the wrong button. Let's try this again. Let let's go to menu. And then, well, it says Picture Sound Broadcast Network, says Broadcast Network. Uhm, Smart hub, system support. Um it's an older Samsung, but it is a smart TV. It's a I got network mulitdevice settings. Okay, I'm okay. So I'm in network, so what do I try, network, settings or mulitdevice settings or Wi-Fi Direct. Uhm, okey. I'm in network settings.
17:00
Speaker 2
Then settings. No, no, ma'am. But settings or all settings. How about general? How about general? Yes, select network. Click or network. Um, network settings, network settings.
17:00
Speaker 1
Network settings. Enjoy your network. Enjoy smart hub features like internet browsing, home network feature, updates and many more. Okay, so now what do I do? It says Okay it says network status, Network settings, Wi-Fi Direct, Multi-device settings, I'm in network settings. Okay Wireless network. It's like got a little thing going. Oh! It's there! Okay, you can connect your TV to the internet. Please select which wireless network to use. Well, we're going to use linksin cuz that leaks through whatever cuz that's what is that? I clicked yes. Oh my god! Enter password. So then I would have to put the password that's on the back that I use. Okay
18:00
Speaker 2
All right. Do you have their, um, what are the other options of their network? Like network sarl. And then what are the other option? How about network settings, Ma'am? Network settings. And then do you have the option wireless or Wi-Fi? Mm-hmm. Okay. Yeah. Yes. Yes.
18:00
Speaker 1
Okay, so now, so I know I have internet, I know I have wireless, so that works. But I always have to use that password from the Lincen to get in. That's good. I can do that. I can do that. So we're all set up. Oh, thank you, cuz I missed that. I'm sorry. No, thank you very much. I will keep this number handy, though. Okay. Okay. You're going to send me an email, right? Yeah. Okay. race, just send it to my working mail. And I'll, yeah, and I'll look at it tomorrow when I get to work. I'll take a picture with my cell phone and try to send it to my email at work and try and email you a picture. Okay.
19:00
Speaker 2
Yes. Okay. Yes. Yes, ma'am. Okay. All right. Well, is there anything else, ma'am? Yes. Um, yes. Or, ma'am, um, if possible, also, you can, um, send me a copy of, um, the receipt, okay? Um, take a picture. Yes. Um, I'm going to, um, send it to your, um, email. Is that okay? They, um, you're, uh, the one that you'll provided. Okay. Okay. Uh-huh. Okay. Right, so, just, uh, send it, and I'm going to, um, give you a ticket number.
19:00
Speaker 1
Okay. Okay. Okay. get that pen out. Ticket number. Okay. I'm ready. Okay. zero zero one three three one six six. Got it.
20:00
Speaker 2
Ma'am, Okay, just in case um you need assistance in the future, just give us a call and provide this ticket number so that we can pull up your records, okay? Okay? The ticket number is LTS, that's Larry Tanger sugar 000133, and then 166. Okay? Okay? And you may also visit our website for updates ma'am at support.links us.com. So basically what we did we uh what we uh used to set up the router is, we call the
20:00
Speaker 1
Right okay I'll do it tomorrow okay thank you thank you bye [silence]
21:00
Speaker 2
Is as the five, five press method? Like, remember, when we press the reset button five times, if you're, or rather, first time to set up, or in a setup mode, you can use that type of setup, like, pressing the reset button five times. But that is only if the light is in pink or purple, okay? All right. So, again, you're welcome. So, already sent the email, ma'am. So, thank you for, like, also sending it back, the proof of purchase, okay, or the receipt. Okay, no problem, okay? So, thank you for, you're welcome also. Thank you for calling Linksys. This is Carla. Goodbye for now. You're welcome, goodbye.
21:00