V2 Rubric Detail — 6ef0d394-7584-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 19:38
Duration
11m 44s
Contact
508-617-6728
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall24.2% (-31.8)

V2 Grader Summary

The agent misapplied the 5-press method as a 'fix' for setup and provided unsupported timelines for LED changes. Technical accuracy was poor as the agent failed to verify the model before recommending a specific reset and skipped critical WAN LED checks. Ownership was relinquished prematurely to the ISP without exploring RMA or escalation paths.

V1 Case Analysis

Router solid red LED, no internet. Advised incorrect 5-press reset, performed modem/router power-cycle, could not verify WAN port due to lack of wired computer. Advised customer to contact ISP (Comcast) to check modem.

Troubleshooting Steps
  • Incorrectly instructed 5-press reset (not appropriate for red LED issue)
  • Performed modem and router power-cycle
  • Observed router LED change to blinking blue
  • Requested wired computer to check WAN port LED (customer unavailable)
Key Observations
  • Agent incorrectly advised a 5-press reset for a solid red LED issue — this is not a reset and is not a troubleshooting step for WAN connectivity failure per KB.
  • No product model or serial number was collected despite discussing warranty expiration.
  • Agent did not verify the back-panel WAN port LED or confirm Ethernet cable integrity — critical steps per KB for solid red LED.
  • Call ended without confirming internet restoration; only an ISP referral was provided.
  • Agent mischaracterized the 5-press method as a reset that would 'set up' the router, which is factually incorrect per KB.
Positive Highlights
  • Agent performed a correct modem-first power-cycle sequence.
  • Agent confirmed the Ethernet cable remained connected during the reboot process.
  • Agent acknowledged the customer's issue and maintained a polite tone.
Agent Errors / Gaps
  • Incorrectly described and applied the 5-press method as a factory reset or setup tool (transcript [01:00]); per KB, 5-press is an escalation tool, not a reset, and does not fix WAN connectivity issues (see universal_5press_models.md).
  • Failed to collect product model/serial number despite discussing warranty expiration — a protocol miss when those details were relevant.
  • Did not check or instruct the customer to verify the WAN port LED on the back panel — a required step for solid red LED per ax_maxstream_wifi_connectivity.md.
  • Did not confirm the Ethernet cable was firmly connected between modem and router's Internet port after power-cycle — another required step per KB.
  • Provided no technical resolution; only referred the customer to the ISP without exhausting basic troubleshooting steps.
  • Misled the customer by stating the 5-press would 'set up' the router and result in a solid blue light — this is not its function per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer ends call with no internet and router light cycling; issue unresolved despite troubleshooting attempts.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power cycle of modem and router and checked Ethernet connection, but skipped model verification and WAN LED check, relying on invalid 5-press reset.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged OOW status but continued troubleshooting; however, failed to consider RMA path for likely hardware fault, instead deferring prematurely to ISP.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified red LED symptom and initiated boot sequence, but did not ask for model number or WAN port status to narrow root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No use of KB tools, admin UI, or LED reference; advised 5-press reset without confirming model compatibility — a required diagnostic step was skipped.
T3 Not Met No misinformation conf 95%
Instructed customer to 'press release five times' to fix setup, which is a diagnostic escalation tool, not a fix; claimed router would be solid blue in three minutes, which is unsupported by any KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control through power cycle steps but had long silences, failed to set expectations, and lost direction when modem lights were unclear.
C2 Partially Met Confirmed understanding conf 80%
Used simple terms like 'unplug modem' but failed to confirm understanding of critical steps; did not adapt when customer struggled with light interpretation.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Ended call by directing customer to Comcast without offering follow-up, RMA, or further internal support — abdicated ownership.
O2 Not Met Proactive follow-through conf 95%
Only next step was 'call Comcast' — no timeline, no agent follow-up, no contingency plan if ISP denies issue.
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%
A hardware fault was likely (persistent red LED after reset and power cycle), warranting escalation to RMA or L2, but agent closed case without escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, but one was warranted — E2 is N.A. as per rubric when no escalation is executed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and did not become impatient, but offered no empathy for repeated failures or frustration; tone was procedural, not supportive.
X2 Partially Met Tone & rapport conf 80%
Maintained steady pace and kept customer engaged through power cycle, but did not adjust when customer expressed confusion about modem lights.
X3 Not Met Overall experience conf 90%
Added customer effort by requiring a wired computer (not universally available) and then redirecting to ISP without resolving the core issue.
Call Transcript16 turns · 20 lines
Speaker 1
yes. hi. I'm calling about my Wi-Fi router. Um, so what's going on is that my Wi-Fi router has a red light. Um, I tried resetting my router and it's still giving me a red light.
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. Please have your devices 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. Ma. Okay. How can I help you?
00:00
Speaker 1
little links set up 94.
01:00
Speaker 2
OK, can you see the default Wi-Fi name broadcast thing? Check your Wi-Fi list if there's a Wi-Fi name links has set up or Velo set up that WI-Fi name. OK. Um all you need to do is to press the reset button instead five times. Press release, press release, press release five times. At the back of your router. By doing that, your router will be set up after three minutes. So it should have a solid blue light. So press release, press release, press release five times.
01:00
Speaker 1
No, no. Delete that.Yeah, that's me. Yes, it's correct. It's correct. Okay.
02:00
Speaker 2
[silence] I was able to pull up an account here under uh [silence] By the way, um, just correct me if I'm wrong. [silence] Your device here shows that it was purchased last year, May, month of May, uh, May. Is this one accurate? Is this one correct? Okay. And the device you're calling for has a one-year warranty, which means its warranty already ended this year, uh, last month May. For now, I'm just assisting you for [silence] Okay. You don't have to, um, you're not being charged for this. [silence]
02:00
Speaker 1
Um it still blinking, it's not it's, it's red. It's solid red. Yeah, it's still plugged in. So, um, turn off the, um, the router. Okay. Yup, the router is off. Unplug my modem. Okay. I'll wait just a moment. Yup.
03:00
Speaker 2
still flashing red. Again, okay, the Ethernet cable at the back, is it still plugged in on the internet port? Okay. So you have to switch it off. There's the switch at the back, switch it off and then unplug your modem after, your Comcast modem. Mm-hmm. Okay, then plug your Comcast modem now. Okay, I will let you know when to plug it back in. Okay, you can plug back in now the modem. And we have to wait. until all the lights are lit up, like the modem is completely rebooted before you can turn on your Linksys router, okay? [silence]
03:00
Speaker 1
Yes, because right now, all I see is two lights on. Um, there's there's the first light. And then there's, the second light that's on. The only lights that are not on are the third and the fourth one. Hmm?
06:00
Speaker 2
It's still rebooting? Does that mean it's already online? [silence] I'm not really familiar with your modem's light behavior, but usually when it's working, the light behavior, is it like that? [silence] When the internet is working, the light behavior of your modem is
06:00
Speaker 1
No, it's lighting up. It's lighting up. It's just blinking. The lights are blinking. Um, it's flashing. [silence] All right. [silence] Now my router is, um, blinking blue. I still have a red light. wait never mind. yeah it's blue Restart your phone. It says that there's no internet access. It's connected, but there's no internet.
07:00
Speaker 2
OK, check your Wi-Fi if it's working. Connect to developed setup I think the setup Wi-Fi name. [silence] And the light of your router now, is it back to solid red?
09:00
Speaker 1
yes, no, I don't have computer. Um, no, I didn't.
10:00
Speaker 2
Okay. It seems like our Linksys can't communicate to the modem or possibly the modem is not providing an internet now. For us to further troubleshoot this, we need to have a computer that can be wired directly to your modem. Do you have a computer that is wired capable? Okay. Prior calling us, did you already contact Comcast just to verify the internet? Okay, because what we did earlier is the five press reset, usually, that will already make the router back to solid blue, but it's already set up now, but there's still no internet. We did a proper boot up sequence, which will allow link suspicious to communicate to the modem. Okay. Prior calling us, did you already contact Comcast just to verify the internet?
10:00
Speaker 1
Okay. All right. No problem.
11:00
Speaker 2
again to the modem but then it still cannot detect internet from the modem. We can supposed to be further check this device. However, you don't have a computer that can be wired. Right now, I need to recommend you to Comcast because uh it could be that their modem is offline. Since our Linksys is till red. So just let them know you're ready called Linksys, okay? So that they can check their connection. All right. Thank you again for calling. You take care. Bye bye. Bye bye.
11:00