V2 Rubric Detail — 6b6c5a3c-71cd-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-27 02:10
Duration
6m 15s
Contact
Lisa Lins
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135045
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9000 - reinstallation

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall41.0% (+21.0)

V2 Grader Summary

The agent took ownership and provided next steps but gave factually incorrect technical guidance by instructing a 30-second reset and citing a non-existent magenta LED state, directly contradicting documented KB procedures. This materially undermines the resolution path and technical accuracy, leaving the issue unresolved despite some positive ownership behaviors.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only instructed a 30-second reset and promised an email; the router issue was not resolved during the call.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked for model and serial number and suggested a reset, but skipped several KB-recommended steps (e.g., verify power-cycle, correct reset duration, LED indications).
R3 Not Met Correct resolution path conf 95%
Agent instructed holding the reset button for 30 seconds and claimed the LED would turn magenta/pink, which contradicts KB guidance (10–20 seconds OR until red flash and off; solid blue/purple post-reset). This is a materially incorrect resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the symptom (no internet, cannot connect) and asked for model/serial, but did not ask probing questions about power-cycle results, WAN status, or prior reset attempts in detail.
T2 Met Appropriate tools / resources used conf 90%
No additional tools were required for a simple factory reset; the agent handled the issue without unnecessary tool use.
T3 Not Met No misinformation conf 95%
Agent stated the reset button should be held for 30 seconds and that the light will turn magenta/pink, which contradicts the KB (10–20 seconds, red flash then solid blue). This is a materially incorrect technical instruction.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent responded to the customer but did not clearly set expectations or structure the call flow; the interaction was somewhat unstructured.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but did not actively check the customer’s understanding or adapt tone; email address was repeated incorrectly.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent kept the case, did not transfer, and offered to send instructions via email, taking ownership of the resolution.
O2 Met Proactive follow-through conf 90%
Agent gave a clear next step (send email) and a timeline (5–10 minutes after the call).
O3 Met Closure confirmation conf 90%
Agent collected the serial number and model at the start; no repeat of previously provided information was observed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required for a factory-reset issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent did not acknowledge the customer's frustration or repeat attempts; no empathy statements were made.
X2 Not Met Tone & rapport conf 80%
Agent maintained a flat, procedural tone without adapting to the customer's repeated attempts or emotional state.
X3 Not Met Overall experience conf 85%
Agent asked the customer to repeat information and relied on an email rather than walking through the reset steps live, adding unnecessary effort.
Call Transcript13 turns · 13 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 one 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
00:00
Speaker 1
Hey, Nathan, my name is Lisa. Yeah. Lisa Lin. What's your email? It should be T-A-I-E as in David, a I N
01:00
Speaker 2
Thank you for calling Lindsay's. My name is Nathan, your name, please? Lisa. Is this your first time calling us, Lisa? All right. Let's create a case ticket for you, Lisa. What is your full name? and Do you have an email that I can use to create a ticket? Yeah, your email address.
01:00
Speaker 1
[KEEP_UNCERTAIN] Nancy, C. at gmail.com. I'm trying to reset the router to factory settings and um, like, I was, I was following the instructions on the app and it said, like, to press the red button 10 seconds, but it still couldn't connect to the abouter. Uh, MR900. Yeah. I have uh, do you want me to see it or three, two, A10 M.
02:00
Speaker 2
All right. Tell me what is the problem about? [silence] But the way, what is the model of your router? Yeah, M1000. Do you have the serial number? Yeah. Could you give it to me, please?
02:00
Speaker 1
as in mr. and to four. as in baseball. zero zero three eight two. so I tried logging into my account. I reset the password for my account. I logged in but it says there's no internet on my router. so I try to to restart the modem and I did restart the modem.
03:00
Speaker 2
Tell me what have you done so far? [silence] So.
03:00
Speaker 1
And then I tried restarting the router, but then it said it couldn't connect to the router. Because there's no internet on the router. Um, I did unplug the router and I tried restarting it again through the app, but it couldn't connect to it to restart it. Um, the light's blue. Um I tried, uh, pressing the reset button, but nothing really happened. So, yeah. The default Wi-Fi name, the default Wi-Fi name is like the links setup. So I still see my old. On the phone it just says, um the name, uh link, uh links Wi-Fi. Uh,
04:00
Speaker 2
[silence] Do you still see your old wifi by me, or can you see the default wifi name? The default wifi name is the one written under it. When you see, links is something like that, right? Hm, correct. Can you see it in the phone? Can you see it in the phone? And it's Wi-Fi, that is your old Wi-Fi name, right?
04:00
Speaker 1
30 seconds OK OK OK good morning OK yeah yeah yeah yeah yeah
05:00
Speaker 2
Oh, you may need to reset the router. And I guess what you're going to do is you're gonna push the reset button for 30 seconds. and the light will turn magenta or pink. It will take around time. and then after that, you need to run the setup. I will send to you the instruction on Siridhainc@gmail.com. Would that be okay? I'll send it there. Okay. Let me read the email so that I will not visit. E-S-N-T-M-C-A-A-I-D-A-A-N-C-T-C@ gmail.com. There, I get it right. Give me 5 to 10 minutes after the call. You should be able to receive the email. Don't worry. The email is very intricate and easy to follow. 99% of the instruction I gave, they success.
05:00
Speaker 1
mh yeah all right no problem nope that's it all right bye bye mhm
06:00
Speaker 2
It's good to do it. Alright. Alright then. Thanks. Thanks. Anything else I can help? With? Alright then. Bye-bye for now.
06:00