V2 Rubric Detail — 697357ae-703c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 02:20
Duration
19m 55s
Contact
Jason Ackman
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00134706
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfigure

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership2.00/5
EscalationN/A
Customer Exp3.21/5
Overall34.6% (-21.4)

V2 Grader Summary

The agent failed to resolve the MR7350 setup issue, skipped required troubleshooting, and defaulted to a paid service without attempting best-effort support. While communication was polite and technically accurate information was provided, no meaningful progress was made. Escalation was not applicable because the issue was within L1 scope and should have been resolved directly.

V1 Case Analysis

Customer (MR7350, second-hand, no receipt) unsure which setup option to select in app. Agent offered $15 paid support, provided generic setup guidance (connect to default Wi-Fi, use Linksys app, try 'add existing router'), and promised to email a troubleshooting article. Serial number collected but not verified; no case created.

Troubleshooting Steps
  • Collected model number (MR7350) and serial number (33C10M25A03505).
  • Attempted warranty lookup; no record found.
  • Explained paid-support option ($15 for one hour).
  • Provided generic setup instructions: connect to default Wi-Fi, use Linksys app, try 'add existing router' or alternative path.
Key Observations
  • Agent failed to verify the serial number format — '33C10M25A03505' is not a valid Linksys serial (likely misheard or misrecorded; should be 10–14 alphanumeric, no letters O).
  • No HappyFox case was created despite collecting customer and device details.
  • Agent did not confirm whether the customer's existing 'router' was actually a modem or gateway, leading to unclear topology advice.
  • Communication was unclear and inefficient, with long silences, misheard inputs, and failure to confirm understanding.
  • Agent correctly advised connecting to default Wi-Fi and using the Linksys app, but did not confirm if the customer succeeded.
  • Promised email with article was a valid self-help path, supporting operational closure.
Positive Highlights
  • Correctly identified the need to connect the phone to the default Wi-Fi network (printed on the router) before using the Linksys app ([17:00]).
  • Provided accurate general setup guidance: use the Linksys app, try 'add existing router', and fall back to 'set up new router' if needed ([16:00]–[17:00]).
  • Offered to email a relevant troubleshooting article, providing a concrete self-help path ([13:00]–[18:00]).
  • Attempted a warranty lookup before suggesting paid support, following proper escalation path ([12:00]).
Agent Errors / Gaps
  • Failed to capture a valid serial number — transcript shows '33C10M25A03505' which does not conform to Linksys serial format (likely ASR error, but agent did not verify or correct).
  • Did not create a HappyFox case despite collecting full customer and device information (protocol failure).
  • Did not clarify the network topology — customer referred to 'existing router' but agent did not confirm if it was a modem, gateway, or separate router.
  • Repeatedly offered paid support without first exhausting free self-help steps or confirming the customer couldn't proceed independently.
  • Long silences and unclear phrasing (e.g., 'disregard the option of the wire connector') caused confusion and reduced efficiency.
  • Did not confirm that the customer successfully connected to the default Wi-Fi or reattempted the app setup before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the setup issue; only offered a paid service and an article without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 94%
No troubleshooting steps performed — no reboot, no LED check, no verification of modem status beyond asking.
R3 Not Met Correct resolution path conf 92%
Device is OOW but agent skipped best-effort troubleshooting (e.g., factory reset, app setup steps) and immediately offered paid support.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent did not identify symptoms or root cause; failed to ask diagnostic questions about connection state or app errors.
T2 Not Met Appropriate tools / resources used conf 90%
No use of tools like remote session, admin dashboard, or logs; relied solely on customer description despite solvable setup issue.
T3 Met No misinformation conf 94%
Agent correctly advised connecting phone to default Wi-Fi and using credentials from router label.
Communication
C1 Partially Met Clear & professional language conf 87%
Call was guided forward but lacked clear framing, expectations, or structured plan for resolution.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated key points, and confirmed understanding, adapting to customer’s pace.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not own the case — redirected to paid service and article instead of resolving the issue directly.
O2 Met Proactive follow-through conf 89%
Committed to email the article and informed customer they could call back if needed.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation was involved and none was warranted because the issue was basic setup that should have been resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation occurred; issue did not require escalation as it was a standard setup scenario.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent said 'I am really sorry' but did not acknowledge customer effort or frustration more deeply.
X2 Met Tone & rapport conf 88%
Maintained calm, polite tone and adjusted to customer’s communication style and pace.
X3 Partially Met Overall experience conf 85%
Customer was asked to follow an external article and repeat steps, increasing effort rather than reducing it.
Call Transcript25 turns · 27 lines
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 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
[silence] there was one over there. well there wasn't plant chip plant. but had it been because I took a chip cup off. you sure? okay. is it there it was it with a chip who on again and there was what was that always been here I knew I had a chip clip on it [silence] [KEEP_UNCERTAIN] Hi, good evening. I am needing just a quick direction on I'm in building the Linsky's uh model. I'm sorry. The MR7350. Yeah, yes. It's Yes, ma'am. Um, I purchased it from my neighbor actually. He bought it
04:00
Speaker 2
Thank you for calling mix-net. This is Toby. Okay. 7 3 5. Sir, you mentioned that you are installing this router. So this is a new device that you are trying to set up. Okay. And where did you purchase this one, sir?
08:00
Speaker 1
Recently and then, um, he didn't use it. So I I bought it from him. I have the box and the serial number and everything.Uh it is. Yes.Sure. 602-909-1299.Jason J-A-S-O-N.My last name is Ackman. M-A-N.
09:00
Speaker 2
Oh, I see. Okay. Mm-hmm. Okay, sir, this is before we proceed to check on the router, may I ask if this is your first time calling Linksys? Okay. So, allow me first to gather some of your information to create your case on the system. So, let's start right away with your phone number so just in case we got cut off, then I can call you. six-zero-two-nine-zero-nine-one-two-nine-nine and then first name. So, that's Jack Alpha Shera Oscar Nancy. How about the last name? A C K M E N. So. [silence]
09:00
Speaker 1
One, two, three, four, JNNNe 9600 at Yahoo. Yes, ma'am. That's correct. Um, it's, uh, wired? Says W? Oh yeah, no, it's WY. How do you spell that? W-Y. Oh, W. Yeah, W Y Y R A D.
10:00
Speaker 2
, alpha Charlie kite Mama alpha Nancy and may I may I asked also for your email address. That's calm. OK, so just to make sure I get the email dress correctly. It should be Jay for job Nancy Nancy Echo ninesix@yahoo.com, correct, sir. OK, thank you. And who is your internet service provider? wired like. Mhm. Mhm. E. R. D. If it R. D. Thank you.
10:00
Speaker 1
Yes. Yes, ma'am. How many? Oh, just one, just one. Yes, maam. Sure, it is 33Ceuscat 10m Mary, two-five A as in apple, 035-05. Yes, ma'am. Sure.
11:00
Speaker 2
D. Yeah, is it wired fiber? Okay. And how many MR do you want to set up? Okay, so it's MR 73 50. Okay. And what's the serial number of this router? [silence] Okay, so 3, 3 c, 1, 0, M. 2, 5, A. 0, 3, 5, 0, 5. Okay. So allow me first to check this serial number. Can you stay on the line?
11:00
Speaker 1
Correct. I don't I don't have that. They live in Texas and I'm in Arizona. So [silence] you [silence] [silence]
12:00
Speaker 2
okay and by the way sir the device this one the serial number is not showing any details on our system so I need to actually validate the warranty of the device though you mentioned that you just purchased this one from your neighbor but I need to like check on the warranty so can you ask first your neighbor regarding the receipt of the device yeah cuz actually this device okay belongs to the end of life end of life but we can still support if there's a receipt that can prove that it's still in warranty cuz if not sir so there will be no free technical support I am really uh I am really sorry to inform you but the other ends for the receipts.
12:00
Speaker 1
So it's $15 just to help me get it set up or is there a is there anything on top of that? What else does that cover? Oh, for one hour? I'm so sorry. For one hour. Okay. I'm sorry. Go ahead. Oh, okay. Yeah, I and and I got through the I got through the initial set up and I did everything. I just came across I just[silence][speaker] $Oh.
13:00
Speaker 2
option here is for the paid service, that's for $15 that it will um, it will last till like an hour, but it's purely for troubleshooting normal refund or replacement. There. So just barely for troubleshooting that will last till one hour. But there's another option, Sir. I will send you yes, yeah, for one hour and or how about this one? I'll send you the article. This is a article for the troubleshooting guides that you need to follow for the router to for you to set up the router. Okay? It's just an easy guide for you to follow. Mhm. So,
13:00
Speaker 1
I literally just had one question. And the question was, I got to the point where it says two options, add an existing router or mesh Wi-Fi system, or set up a new router or or mesh Wi-Fi system. And I already have in the house that, you know, they put the wired main router system, but again, I I purchased this just as like an extender, as all that I did. So I've already run all the cables All that's done, it's all hooked up. The blue light from the front on the Lynksys. I just didn't know what option to select. Because, it I'm add it, I guess the question is again, add an existing router or mesh Wi-Fi system. And that's kind of how I'm taking that is that you've added to an existing system, right? Yes, ma'am.
14:00
Speaker 2
Mm-hmm. Mm-hmm. Okay. Also, aside from this MR7350, so you have an existing router.
14:00
Speaker 1
yeah, yeah, that's what yeah. Oh, sure. Let me get it for you. It came from the wired company when they installed on that home. Doesn't give me a brand, but I have a serial number. Is it the SSI ID number? Oh, I have a model. Oh, gosh, that's right. Well, I have I have I have a serial number. There's an IP address. There's a WA key, MAC. You ask me about the modem, the modem from wired. Is that what you're asking me about or no? [silence]
15:00
Speaker 2
And what's the model number of that? What's the model number of the router? There's a model number I'm sure down below. Somewhat silent. Cause if a different router if a different brand so I really don't know. Uh-huh, sir. Are you referring to a router or the modem from wired? Yeah, because you you have a modem full of
15:00
Speaker 1
The, what is the ISB. I'm sorry. Yes. Yep, yes ma'am. Yes ma'am. I do. No, it's, no, it's the one, huh? It's only one. Okay. Okay. Okay. Yeah, because I Yeah, I'm using Yeah, I'm setting it up on my phone right now, but I still [ silence ]
16:00
Speaker 2
from the ISP, right? You have a modem from the ISP, correct? I said, sorry. Internet service provider. You have a modem from your internet service. Okay. So aside from that modem, is there a router connected on that modem, sir? Okay. All right. So it means that you have the modem only. So when you set up this router, sir, you can just choose add an existing device. If it will not uh proceed, you can choose the other option. So, I will be sending you the article on how to set it up. But if, for example, sir, you are using, you are using your phone, are you using, are you referring, sir, to the Linksys application? That you're, you're using it for a step to set it up? If you're referring to the link sales app. Okay. [silence] So if you're referring to that, you will also see this disregard the option of the wire connectorand just choose use W-Fi and then on your phone, you need to connect to the SSID. And then that, so you can just follow the screen. And then you will just be ahead to set up the SSID and password as the Wi-Fi name and password.
16:00
Speaker 1
Selected that option to add to my existing router. And then it said, and I said, find my router. And then it says, oops, something went wrong. Can you please give us a call. And that's why I called you. But you said I can choose the other option. And the other option is it set up a new router or mesh Wi-Fi system. Is that what she told me to use? Oh, okay. You're talking about the new router. Yeah. Sure. Okay. yeah, let me check for faster. I'm ready. Here, the motor morality number.
17:00
Speaker 2
Okay. Yeah. But my question is um, yes sir, but of course before you open the link sys application you need to like connect your phone to the default wifi of the Linksys router. Of course the default wifi name is at the bottom of the router, the password should be the password at the bottom of the router also. Sir, is the modem, yeah, is the modem online. It's very important for for you to know is the modem is online.
17:00
Speaker 1
Okay, hold, hold that down right here. Let me go back into our... I know what you're asking me. Oh, hold, I know what you're asking me, I'm sorry. Now I understand. Um, let me go to Wi-Fi or Bluetooth. Um. And the model number here is Linksy setup 568. I'm sorry.
18:00
Speaker 2
Okay. And sir, just let me know if you want to avail for the paid service. Okay. And I'll send you the article on your email address. Just follow the article. And then once you follow it and then you still need assistance, just give us a call back so we can assist you. Okay? And that paid service is for $15, sir. But follow the steps first.
18:00
Speaker 1
I appreciate your help. Okay. And that can pretty much walk me through it then. Okay. Yeah, so to make sure my phone is connected to my current Wi-Fi and it is. Yes, ma'am. So, okay. I will do that. Okay. Okay. And thank you for emailing me that right now. I appreciate that ma'am. Thank you. Thank you. Ma'am. Bye-bye. [silence]
19:00
Speaker 2
I will encourage you to follow the steps. Yeah. So just make sure that your phone... Yeah, make sure that your phone is connected to the default Wi-Fi name using the default wireless password. It's very it's very important for you to connect your phone first before you follow the guides on the Linksys application. Sir. Okay? Okay. So once it's connected to the Wi-Fi name, like the default Wi-Fi name, just close the Linksys app, open again and follow the process. Okay? Thank you. But if you want to proceed with the paid service, just let us know. Just give us a call back. [silence] Yeah, right after this call, I'll send you the email. Thank you, sir. Bye, sir.
19:00