V2 Rubric Detail — 6d1dd086-821c-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-17 20:16
Duration
29m 7s
Contact
415-203-3282
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00137706
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350 - reinstallation required, new modem

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication1.25/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall26.9% (-13.1)

V2 Grader Summary

The agent attempted limited troubleshooting (power cycle, resets) but failed to use mandatory tools like the router UI, skipped critical diagnostic steps per KB, and provided factually incorrect instructions. While maintaining partial call control and empathy, communication gaps and increased customer effort left the issue unresolved. The call ended with the customer still experiencing connectivity failure and directed to Xfinity without full L1 validation.

V1 Case Analysis

Customer reports MR7350 shows no internet after installing new Xfinity modem. Agent performed power-cycle and factory reset but omitted WAN diagnostics. Advised customer to contact Xfinity for modem provisioning. Issue remains unresolved.

Troubleshooting Steps
  • Power-cycled Xfinity modem and Linksys router
  • Performed factory reset by holding reset button ~30 seconds (incorrectly mixed with 5-press method)
  • Provided Xfinity provisioning contact numbers
Key Observations
  • Agent omitted critical WAN diagnostics (no direct modem test, no Ethernet verification, no router WAN status check).
  • Provided inconsistent reset instructions mixing valid 30-second hold with invalid 5-press method for MR7350.
  • Gave two different Xfinity provisioning numbers creating potential customer confusion.
  • Failed to confirm router model or validate serial number before troubleshooting.
  • Communication was fragmented with repetitive instructions and insufficient empathy.
Positive Highlights
  • Correctly identified router as out of warranty and clarified support limits
  • Provided Xfinity provisioning contact information for customer follow-up
  • Remained on call during extended troubleshooting attempts
Agent Errors / Gaps
  • Skipped required WAN diagnostics per KB (universal_isp_modem_diagnostics.md)
  • Applied incorrect 5-press reset method to MR7350 router (valid only for mesh nodes, not routers)
  • Provided conflicting Xfinity support numbers without clarification
  • Did not obtain clear model/serial confirmation before troubleshooting
  • Failed to summarize next steps or confirm customer understanding of reprovisioning requirement

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ends call with 'no internet connection', router showing red/pink light, and no confirmed resolution or valid escalation path executed.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent initiated power cycle and factory reset attempts but skipped critical steps like direct modem testing, WAN status verification, and router UI checks, limiting diagnostic depth.
R3 Partially Met Correct resolution path conf 91%
Agent correctly identified Xfinity may need to reprovision the modem and offered support despite OOW status, but failed to validate modem functionality first or offer alternative troubleshooting paths.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to apply a logical diagnostic process. Skipped critical step of testing the modem directly per KB (universal_isp_modem_diagnostics.md Step 1) and did not isolate ISP/modem from router.
T2 Not Met Appropriate tools / resources used conf 95%
Never accessed router admin interface (192.168.1.1/myrouter.local) to check WAN status, IP address, or logs — explicitly required in Step 3 of universal_isp_modem_diagnostics.md.
T3 Not Met No misinformation conf 96%
Provided incorrect Xfinity number (1-800-934-611 vs valid 1-800-934-6489) and contradictory reset instructions (30-second hold vs 5-press method), both factually wrong per KB.
Communication
C1 Partially Met Clear & professional language conf 84%
Agent maintained basic call control and guided through steps but exhibited long silences, repetitive 'okay', and failed to clearly frame next steps or manage transitions effectively.
C2 Not Met Confirmed understanding conf 90%
Used vague language, repeated instructions without adapting to customer confusion about nodes/reset methods, and never confirmed understanding after complex steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on call and attempted troubleshooting despite OOW status but repeatedly deferred resolution to Xfinity without exhausting all L1 options.
O2 Partially Met Proactive follow-through conf 88%
Provided Xfinity phone number and action (reprovision) but gave no timeline or follow-up commitment, leaving customer with unresolved issue.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference or handoff needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was clearly warranted at L1 — issue was within scope for basic diagnostics.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent acknowledged frustration ('I totally understand what you're asking...') and showed some empathy, but overall tone remained procedural and scripted.
X2 Partially Met Tone & rapport conf 83%
Noticed customer confusion and repeated steps but did not simplify language or confirm comprehension when resetting or discussing nodes.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number, password characters, and perform multiple unclear resets, indicating high effort caused by agent inefficiency.
Call Transcript42 turns · 47 lines
Speaker 1
Amy Rice. Well I [silence] let me just make sure [silence] uh 7350, MR 7350, which has been working just fine for um a number a number of years and um my modem died. So,
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. Thank you for calling Linksys. My name is Nathan. Who am I speaking to? Amy Rice. Yes, how can I help you ma'am? Yes? Amy?
00:00
Speaker 1
I got a new modem, which is an updated version of the previous one. I have installed it. And I have hooked it up to my Linksys and it is up and running, the modem, but the Linksys shows that I have no devices connected. It briefly flashed the five devices that I used to have connected, but now it's just showing none and it won't let me it won't let me add my devices. Yes. It's A-I-R-L-E-S-C-H-T-E-S-I-N at gmail.com.
01:00
Speaker 2
Mm-hmm. Mm hmm. Mm-hmm. All right. Amy, is this the first time calling us, right? Can I have your email address? Let me create a case for you. One more time. a l r.
01:00
Speaker 1
I B, I seeh@Gmail.com Okay Eric, Isch at Gmail.com No, it's Xfinity I bought it myself and it is compatible with Xfinity and it is up and running
02:00
Speaker 2
My wallet is Amy, uh the line was choppy on my side, I didn't get it. Can can you repeat one more time? All right, thank you, Amy. Your internet service provider is a spectrum or expinity? Hmm. The modem that you got comes from expinity or you bought it yourself? Hmm.
02:00
Speaker 1
Of my Lenovo? Yes, if you hold on one second, uh I will give it to you. The serial number, well, it is three, seven, it's hard to read, T10M, as in mother, twoB, as in boy, A, as in alpha, zero, four, four, three, zero.
03:00
Speaker 2
Do you have the model of the Mi73, the serial number? at a serial number of your 73 series? You can find it underneath the router. Yes. Uh, mm. Yeah. All right, got it. So you already called the city. You mentioned the uh you I will just, so, oh. Okay. Did the issue present before power outage? Uh-huh. Uh-huh. Yes. Switch, did you make any switching? Yes. uh the mi73 router uh someone was trying to breaking the password so it's secure I just asked you if they called customer support. Uh-huh. Uh, I don't know are you talking through the external extension? Uh. How many are you in the household? Uh, Wuhuh. Okay. Do you hear the noise coming? Yeah, did you scan your device? Uh-huh. Oh, okay. So I just need basic information, you just need to what? So, like, Jr, threeg. Uh, seven three. do your serial number, serial number, serial number. Oh, your Surn number, 73. HHhhh74. Uh-huh. Uh-huh. Correct. Okay. Thank you so much. Keep a quality record. Thank you very much.
03:00
Speaker 1
What They what they have to what Yes Okay well I can't call Xfinity But I know Xfinity got it because all of its indicating it is up and running There's no number for Xfinity It's the problem And if I try and reach them on the Xfinity app I can't because I have no internet
04:00
Speaker 2
You told them that you have a modem, right, they already provision~~ed~~ the modem, right, they have to activate it. on their side. Okay, when you have a modem, Action. P-R-O-V-I-S-I-O-N. Action. When you call Xfinity, you tell them that you have a new modem and they need to provision it to connect it to the internet. The modem itself.
04:00
Speaker 1
Okay, but why? I haven't changed my my internet settings at all. So linksy should recognize my network settings. And it does and it sees it, but it won't let me add a device. It okay. So what's okay.
05:00
Speaker 2
The number for Xfinity. Write it down. I can help you. 1-800... okay. All right. Your Linksys is working. It's connected to your device. You can connect to the device. But the Linksys must connect to the modem. And the modem is new. The modem should connect to the Xfinity server. And they have to register that one. The modem is the one that is facing the public. Okay. The number is 1 800 934 6489. Do not call yet. We will try to fix this one. If we get... [silence]
05:00
Speaker 1
Okay. I got it. I I got it. Yeah. Okay, so disconnect the power cord, right? Okay. [silence] turn it off.
06:00
Speaker 2
problem, then you can call. Repeat. I will repeat the number. 1-800-934-611. All right, let's try to fix this one. And then we'll try. If it doesn't work, I need you to turn off your links. Go ahead. Keep turning it Keep turning it off. Hmm. Okay. Wait for it. I'm doing the timing. All right. Turn off the Xfinity modem, the new one. Yes. Do not
06:00
Speaker 1
Is that what you said? Okay. Okay. Okay, it's off. Yes? Right. I understand. Okay, thank you.
07:00
Speaker 2
turn on the Linksys. Yes, you already turn off the Linksys. Keep it off. Turn off the Extvunity modem. Tell me when done. All right. Let's wait 3 minutes. Amy, for information, your router is your Linksys router is already out of warranty since 2023. I will provide telephone support on how to fix this one, keep it running, reconfigure. That's for free. But if there is a hardware problem, I cannot replace it. I hope that will be okay with you. All right, then. The warranty is for the hardware, but the phone support. Yea we can help you. All right. 2 minutes more. Stay with me.
07:00
Speaker 1
Okay. Yes. Okay. It takes it takes several minutes for it to load up.
09:00
Speaker 2
Mhm. That's good. That's okay. That's all right. We can wait. I'll be here. Mhm. Got it. Got it, got it.
10:00
Speaker 1
We'll see what it does. It's just an updated version of the modem I had before, so. Now the second light is flashing. That's good. Third light is flashing. And the fourth light is flashing. Oh. now. good. all right. now come on. stay on. oh Okay, so the blue light is on, which it was before but then it went off. Now it's flashing.
11:00
Speaker 2
That's not yet okay. We can wait. All right. Turn on the links. Yes.
12:00
Speaker 1
00:01 Hmm. 00:03 And it's on, but it's not showing my network. 00:12 It's not even giving me the right yeah. 00:14 It's not giving me the choice. 00:18 Wait a second, what's it doing? 00:21 What's it doing hobby? 00:26 okay. 00:27 Now it's going to my network. That. (We'll help you with this) That's (what it did last time) (happened last time) It's + for (skip) (what it did last time) No internet connection. (That's what it did last time) That's what it did last time. It's blue. No, it's blue. (You know what it's gonna say) Yeah, I don't know why there's no internet connection. It looks like. (it now turned red) Up, now it turned red. (it just turned red) It just turned red. (That's what it did) [no speech] No, (I know why so it's not bad) Yeah. (I just wanna (make sure)) (it's actually gonna connect) [silence] (are you sure (I should just)) [laughter] [silence] Where is the reset button?
13:00
Speaker 2
All right, that's okay. That's okay. Now, tell me the color of the model of the Linksys. Is it red, blue? Yeah. All right. Okay. All right. The reason for that one, your router is, your Linksys is working fine but it's not receiving signal coming from the modem. Okay. We'll try one more time. We're gonna do factory reset. Can you press the reset button on your Linksys and hold it for 30 seconds? Underneath, at the back. Use the small nothing. Can you think of anything else perhaps? That's okay. That's okay. Let's fetch it.
14:00
Speaker 1
[silence] Let me see. It's what? I see. I see. Okay. I got it. I'm holding it. I can't tell if it's— the ethernet cord is still blinking but how long should I hold this? Oh, it went off. Okay. So the green light is blinking on the ethernet thing. I can release? Okay.
15:00
Speaker 2
color red. The color of the button is red in most of the cases. three zero 30 seconds. You should, when you see the blinking blue, you can release. The color red. That's it. That's it.
15:00
Speaker 1
I did. Pardon? The blue light is blinking. It says I'm connected to Xfinity Wi-Fi, but it's not showing my network. No. No. That's my point. Now it's red again. And it's not even showing my network. Now it's pink.
16:00
Speaker 2
210 okay release. Let's wait. Let's wait. When you say you if you're connected to Xfinity Wi-Fi, is that the name of your router? It's different. It's okay. let's wait. Alright, that's the IDL. That's what I wanted to be. [silence]
16:00
Speaker 1
yes. yes. but what all I get is I get a I have a Trixie 5G extension Trixie 5G extension. I but I that's not the name of I don't know why I'm getting I don't know what those things are. it's usually just Trixie. Oh, the extender I have. Yeah. Okay. I that I I understand now. Okay. But it should be just Trixie and that's that's not showing up. I see that it's pink. Yes. Yes. Yes. join that.
17:00
Speaker 2
The name of your Wi-Fi is tricksy, correct? All right. Those are the extenders, huh? That's not the right, but you can see that Linksys is set up, right? Now, in the Wi-Fi, you will see Linksys set up followed by extender or we'll try and web setup. Can you see it? You can. Okay. It will ask for a password. The password is under the router.
17:00
Speaker 1
I can't tell if that's an O or a zero. I think it's a zero. I can't, it's, it's very hard to do this and, look for the password at the same time, so you'll have to bear with me. Zero. I think that's right. Okay. All right. That worked. I am connected to that. Now it's no internet connection. Yeah.
19:00
Speaker 2
That's alright. Take your time, I will be here. Alright, now, go to the router, go to the router. now, that's all I have, all I got. So now we just wait your turn. You take your time. I will be here. al,l right. now, go to the, to, the router, the route. All right, I will wait. Right. Well, I, I totally understand what you're asking to do and you are correct, they start up and they're set to auto
19:00
Speaker 1
OK? Yes. Just press press, yeah, and release. 1, 2, 3, 4, 5. [silence] It's still pink, but it's lighter pink. Yeah. [silence] Well, yeah, it's blinking pink.
20:00
Speaker 2
okay go to the router and then this time I need you to press and release do not hold the reset button press and release one press per second one press per second and do it five times it will blink it's blinking pink right [silence]
20:00
Speaker 1
Okay. I'm no long up yet up. No. It almost went blue, went blue once, now it's back to pink. Yeah. Okay. Oh, okay. There's blue. It's blue, but I, but it's on the link. Now it's pink. Whoa. Now it's red. Is it suppose to be red? Okay. It's still on
21:00
Speaker 2
[silence] wait, until we come blue, [silence] it's okay. [silence] takes around three to four minutes [silence] yes,
21:00
Speaker 1
I'm sure that links is set up with no internet connection is supposed to be. Yeah, I have the links is set up. I just tried it a million times today. Okay, it's open. I'm sorry. No, I just opened it. Where do you want me to go?Pardon? Oh, internet, online, zero devices. It's on the devices thing. Oh wait, loading. Now it's starting, it's re reloading. It's reloading. I don't know why, okay.
22:00
Speaker 2
o. Right. uh we solve them close it and start from the top tell me what tell me what you see in the screen tell me what you see in the screen. [silence] Now close the [silence] links app. [silence] Close. [silence] Close everything and then start the [silence] links [silence] just go ahead.
22:00
Speaker 1
connect to the router to your modem, which I did. Pardon? It doesn't. Okay. plug additional nodes into power near the router. I don't know what that means. just go on. Make sure everything has finished starting up. Okay. Checking for internet.
23:00
Speaker 2
that's it, that's what the, correct, next. That's correct. Continue. Next. OK. Next. Yes, you already did it. You already did it. You've done that already. We have done that already.
23:00
Speaker 1
Your node? Keep your node plugged in. What node? What is a node? Oh. Okay. I see. I see. Right. Right. Okay. Um, it's doing it. It's giving it time. The ISP needs time to issue a new IP address. Okay. I get that. That's what you're saying. That that.
25:00
Speaker 2
this device, if this is a messed network, it can work with one two three or four MR7350 and they can work together as a tandem instead of an extender, it will work as a node, so there's no loss, you don't have to relogin. You only have one, so you have one node, that's okay. [ silence ] Yes. Yes. Now you got it. They have to assign an IP address for you. That is the public IP address. That's like a postal code of your house, so that everybody can see it. [silence] Now you got it. So your router is okay there. Okay, let's wait.
25:00
Speaker 1
pluck your modem back in. What? Okay, so I have to call. I have to call Xfinity. Re provision, reprovision reprovision the modem. Yeah.
27:00
Speaker 2
Silence. Yeah. It's, the router is keep coming. Asking for an IP, IP address. Coming from the modem. It thinks that the modem is not connected. Because the modem. Silence. Yes. Okay, take note of the word that you need to mention to them. You need to provision. The modem. R-E-O. R-E-O. Victory. S-I-O-N. R-E-O. Victory. S-I-O-N. Re-provision. The modem. Silence. Yes. The modem. Silence.
27:00