V2 Rubric Detail — 6f0a07f8-6f1a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 15:44
Duration
41m 32s
Contact
Tyler Clark
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134467
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: setup router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.38/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall85.9% (+29.9)

V2 Grader Summary

The agent resolved the router setup issue using correct diagnostics and the 5-press method, culminating in confirmed internet access. However, the agent failed technically by instructing a false password rule, and partially missed OOW best-effort expectations by requiring payment before troubleshooting. Customer effort was increased by transcription errors in email handling.

V1 Case Analysis

Customer (Tyler Clark) set up MR7350 router after failed paid-support attempt. Agent used 5-press reset, completed app setup, and confirmed internet connectivity. Ticket L4Lima T4 Tango S4SAM 00134467 issued.

Troubleshooting Steps
  • Verified router model (MR7350) via serial number and checked warranty status.
  • Instructed power-cycle of modem and confirmed Ethernet cable was connected to the router's Internet port.
  • Performed the 5-press reset method to reboot the router and trigger the setup flow.
Key Observations
  • Unnecessary paid-support attempt added confusion and hold time without value.
  • Agent provided inaccurate technical guidance: claimed router passwords cannot repeat characters and described a non-existent 'solid purple' LED state.
  • Call flow was inefficient due to long silences, payment processing, and initial misdirection to non-Linksys router settings.
  • Despite errors, the agent correctly applied the 5-press method and guided successful app setup, achieving resolution.
Positive Highlights
  • Correctly identified the MR7350 model via serial number and applied the appropriate 5-press reset method (valid per universal_5press_models.md).
  • Successfully guided the customer through the Linksys app to complete setup and achieve confirmed internet connectivity.
  • Provided a ticket number and clear closure documentation, ensuring traceability for future support.
Agent Errors / Gaps
  • Attempted to process paid support before performing any troubleshooting, violating protocol for out-of-warranty customers.
  • Stated that router passwords cannot repeat characters, which is factually incorrect per Linksys KB (no such restriction exists).
  • Described the router LED as 'solid purple', a color not used by any Linksys device; MR7350 uses only white and blue LEDs per universal_factory_reset.md.
  • Misdirected the customer to check settings on a TP-Link MR600/Verizon router at [14:00], which is irrelevant to the MR7350 issue.
  • Long periods of silence and inefficient call flow, including unnecessary payment processing and redirection to unrelated router models.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
“So we've already set up your router, MR7350, Tyler. So everything's good now.” Customer confirmed internet access and successful setup.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through power cycling modem, verifying internet port connection, performing 5-press reset, and confirming solid blue LED and app setup completion.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified OOW status but incorrectly insisted on paid support as the only path; KB states best-effort troubleshooting is expected even for OOW devices, which the agent only provided after payment attempt failed.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified symptom (failed setup), asked about LED status, cable placement, and modem connectivity, and followed a logical diagnostic path to resolve.
T2 Met Appropriate tools / resources used conf 94%
Use of 5-press method was appropriate for MR7350; agent referenced internal tools and used the app and LED behavior as diagnostic aids.
T3 Not Met No misinformation conf 95%
Agent stated incorrect technical requirement: 'you cannot type in another S' in router password — no such rule exists in Linksys documentation.
Communication
C1 Met Clear & professional language conf 96%
Agent set expectations about payment, paused call appropriately, maintained control throughout setup, and managed transitions clearly.
C2 Met Confirmed understanding conf 95%
Agent adapted language to customer’s level, confirmed understanding repeatedly, and used clear, non-technical terms for setup steps.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and followed through on setup despite payment failure.
O2 Met Proactive follow-through conf 96%
Provided ticket number, explained its use for future contact, and confirmed resolution with clear next steps.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent acknowledged customer’s concerns about cost and time, expressed appreciation for patience, and maintained courteous tone.
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, repeated instructions when needed, and adjusted phrasing for clarity.
X3 Partially Met Overall experience conf 90%
Customer had to repeat information (email spelling) due to agent error ('Hilton head garagestores.com' vs actual); unnecessary friction introduced.
Call Transcript74 turns · 78 lines
Speaker 1
Uh, yeah, I'm trying to set up a router, and I'm having difficulty doing it. Um, yes, it's 33C1OM27. C 02 3-1-4. um, no it's C again for Charlie, instead of D for David. Yep, correct. Yes, ma'am. Yes! Yes, ma'am.
00:00
Speaker 2
So, let me verify again, sir, the serial number is it's th ready three d 4 Charlie then M for Mike 27 D for dad, V, V, 0 23, right? Okay. 27 C 0 23 14. That correct? Right. So the serial number you provided corresponds to a model number M R 73 50. Is that the model number of your links is router? All right. Is this your first time calling Linksys sir? Uhm, and you mentioned that you had trouble setting up this router. So this is your first time setting this router? Or it was set up before, but the router got disconnected. Whuh? When did you order this Linksys router, sir? Because, uh, upon checking in our system, uh, this router is already out of warranty. It's just, uh,
01:00
Speaker 1
Oh, wow. I've had it that long. what I have. Would you consider this router to be old at this point? Okay. So that means, so... mm-hmm.
03:00
Speaker 2
expirted warranty status last 2024. so what you purchased? yeah. So um do you have the receipt? You have the receipt so that we can validate its warranty status? Um no its not odd because its warranty status expires just last 2024. So its still new. Uh it's just uh that the router is already out of warranty because this type of router has a limited one year warranty status. So I think uh you got,
03:00
Speaker 1
Do I need to pay for support now? [silence] For service? [silence] Okay. How much is it? 15 US dollars. [silence] Okay. That's fine. [silence] How do I pay for that? [silence]
04:00
Speaker 2
So, since the product is out of warranty, I could not provide you free technical support. If you do have the receipt, so that we could update our records here and validate your warranty status, I can provide you free assistance. But since you don't have a receipt to validate the warranty status, um, yes, since our records shows that the product is out of warranty, the paid connect service is worth $15 USD. And yes, $15. I will process the payment for that, sir. Hold on. I'm going to pull up the links here. tools. Uh, by the way, sir, I'll just have to set the expectation that this is a one-time non-refundable technical support and it will only last for [REDACTED_PAYMENT_DIGITS] min. So, setting up the router of if we reach the [REDACTED_PAYMENT_DIGITS] min and we haven't yet set up the router, you will have to, uh, pay again another $[REDACTED_PAYMENT_DIGITS] USD because, yeah, the paid session, uh, is only good for [REDACTED_PAYMENT_DIGITS] min. And there is also no guarantee, sir, that we'll be able to, uh, set it up successfully because we don't know yet because the product, your router is...
04:00
Speaker 1
Mm-hmm. I understand the risks. I'm willing to take them. Yes. Tyler Clark? Do you need me to spell that? Mm-hmm. Yep. Yes, ma'am. It's uh, my first name, Tyler, at
06:00
Speaker 2
... already out of warranty as it shows you. So we don't know yet if your product got disconnected because it lost its connection to your network or it has a hardware issue problem. But since you claim mmm all right, that's good. Before we proceed, sir, I'll create personal record for you. May I have your name? All right. Are your name is spelled as T-Y-L-E-R for Tyler and C-L-A-R-K for Clark. All right. Thank you, Tyler. And your email address, Tyler? [silence]
06:00
Speaker 1
Hilton head garage doors.com. Um, I can spell that, if you need me to. Yep. It's H-I-L-T-O-N then. Hilton like the hotels. Head: H-E-A-D- garage garage- doors doors.com
07:00
Speaker 2
All right. Can you spell that for some here? [silence] So, Thornton head garage.
07:00
Speaker 1
Yep, Tyler at Hilton Head Garage Doors dot com. Yes, exactly. Or Paris Hilton. That's it. Bark light? Barclay, yes. They were, they purchased Hargray.
08:00
Speaker 2
That's garagestores.com. the Melville is just like the spelling of the Melville hotel so tyler.hilton head garagestores.com all right thank you tyler and who's your internet service provider? park light.
08:00
Speaker 1
[silence] That's a good thing. [silence] Yes, Tyler C as in Charlie Clark. Yep.
09:00
Speaker 2
Right Tyler. I'll pause this call recording so that your card information will not be recorded. Tyler, the name on the card you're going to use, is it everything first name Tyler and last name Clark? And the card number is
09:00
Speaker 1
2, 9 , 0 , 0 , 3 , 5 , 3 , 5 , 8 , 3 , 9 . Incorrect. That is correct. Yes, ma'am. It is 0 : 8 : 2 . 9... 5 . 9 . 7 .
10:00
Speaker 2
Let me verify again. The card number is [REDACTED_PAYMENT_DIGITS] Is that correct? All right, thank you, Tyler. Uh, what's the expiration of the card? Month and year? All right, [REDACTED_PAYMENT_DIGITS] and the security code.
10:00
Speaker 1
That's perfect. That's great. thanks. It's uh 29936. Yep, that's it. Okay. That's why I've been off for two years. It's a bug.
11:00
Speaker 2
right I'm going to put here your email Tyler@Hiltonheadcaragestores.com so that once I process the payment, I can send the invoice to your email. Okay. What about your pick code billing chip code? [REDACTED_PAYMENT_DIGITS] All right. Thank you Tyler. I'll process the payment first. I'll put you in hold for two minutes Tyler okay. Thank you. [silence]
11:00
Speaker 1
That's pretty crazy. we. Right. Which will be cheaper, but they're kind of having issues with getting money. Yeah, I thought. crazy. America first, baby. Nobody wants to be a line cook. Oh this is hers. Yes, hello. Okay. Correct. Yeah. Just the one. [silence]
13:00
Speaker 2
Hello. All right, Tyler, thank you for patiently waiting. I'm sorry, unfortunately all the payments unsuccessful and I also sent the receipt to your email address. So, let's proceed with your concern setting up your router. Oh, by the way, Tyler, you just have this one linksys router, are there are no other nodes or linksys product? Okay. Okay, that's good. Um, I need you uh, uh the IP address of the router, the router. So you just connect your router to making with the laptop then um adjust the router you can see the IP address on the sticker. Okay, there are like or you can contact the manufacturer of the router 5 3-72. Yup, UM you can also unplug the power supply on the right side of the road and fix it. Yeah, I haven't, so no worries. Okay, so let me search. Um TP-Link TLMR 600 slash Verizon router. Yes. Okay, so in order to log in to your router, you would be needing a computer or laptop that is connected either with the WAN line modem or by wirelessly to the router. I see, I see. Um I'm looking at the settings of the router in the back. In the TP mr600. Okay, let's move on so under settings, do you have the menu settings? Um, did you manage or have you managed to control the F tomó login information for the router? Uh so.
14:00
Speaker 1
I'm sorry? okay and it is it is connected it's already powered up I've I've attempted to use the app to set it up Mhm okay
15:00
Speaker 2
I need you to Tyler to connect to your router to your spark light modem so you have did you already have downloaded the link is up on your phone all right since your router is already on uh try to connect first uh on your mobile phone uh connect to the default wi-fi name of your router the default wi-fi name of your router is located at the bottom of it check at the bottom of your router there's a default uh waters name on the bottom of your router you put in the pass code or the default pa uh pa uh need you need to log in for that learn that lights is up link online there's an instruction how it's shown on the screens at the end there's an instruction how to log in to your router's main interface there's an instruction there
15:00
Speaker 1
I'm trying and it keeps saying I couldn't find it.
16:00
Speaker 2
Wi-Fi network there. And connect to that on your phone. All right, can you tell me, what's the light color of your router? Is it blue, is it red? So, it means it's already on a reset mode. So, since your router is solid purple, then try to connect your mobile device to the default Wi-Fi name of your router. What does it say when you connect to it? Does it say connected without internet or?
16:00
Speaker 1
they're checking for the internet. Now it's showing the router. [all right] It says this could take up to a minute, but it's actually making progress this time. So, and I did. I, yeah, I think, well, I, I reset the router. So, I'm, it's still saying, checking for the internet. I did call my internet provider and he said that everything looks good coming in. Um, you know, so, um, it does seem like we have a, a poor connection right now. I don't know if that's because I'm on my phone.
17:00
Speaker 2
Mm-hmm. Oh, so you already launched the app, and then you already selected a setup a new Wi-Fi network, or lunch setup? Mm-hmm. Mm-hmm.
17:00
Speaker 1
Trying to do this, but. Okay, it looks like you're not using the internet port. Make sure the router is connected to the modem or source of internet. Use the port labeled internet. You little... Yeah, I'm looking for it. Verifying. I have a yellow and a red. I have the... Ethernet cable is plugged into the internet. Is that... is that not correct?
18:00
Speaker 2
Okay. Yes. So check that. You should connect the cable on the internet port of your router because there are at least five ports on your router, so you should select the one which is an indicator that says internet, okay. So, since it's already. Internet, yes.
18:00
Speaker 1
Right it's plugged in, too, the Ethernet cord is plugged into the internet port. You know, it asked me to try again. Should I do that? Okay. Okay. I don't have a power switch. I'll just have to unplug it.
19:00
Speaker 2
plug it to the internet port and not to the... internet port... the port 1, 2, 3, and 4. All right. Okay, uh. Um... let's try to uh power cycle your modem, uh your Sparklight modem. Just turn it off and turn it back on. Uh if there's a power switch on your modem, the Sparklight modem, turn it off and then turn it back on. Yes, uh if there's no power switch, just unplug its power adapter from...
19:00
Speaker 1
I'm trying to pull do I want okay this would be well all right should I wait any time or just go ahead and plug it back in okay yeah I just plugged it back in
20:00
Speaker 2
the power outlet? [silence] and then plug it back in. [silence] [silence] You can just plug it back in. [silence] Once [silence] plugged back in, [silence] uh wait for [silence] the light on your modem to stabilize or uh stay solid or steady. [silence] Usually modems have uh internet [silence] indicator on the light. [silence] You can also check on that [silence] if there's light on the internet indicator. [silence]
20:00
Speaker 1
Let's see. I got some blinking lights. Whoa. The power light's on. Oh. So, I'm assuming that it's on, but I don't know. Oh, yeah. There we go. Now it's working. There's the internet. The globe's still blinking. And then once they come back on, should I hit the retry again? Okay. There we go. [silence] Let's see. Oh, yeah.
21:00
Speaker 2
Mm-hmm. Yes, once the light are steady, stabilize, then you can go back to your Linksys app and proceed or try again. [silence]
21:00
Speaker 1
All right it's just saying checking the internet right now so. All right we're unable to connect to your modem check your wiring restart your modem again. um I'm checking the wiring but I've done that. Yeah that's
22:00
Speaker 2
So it still could not... Hmm... All right... Uh let's try to...
22:00
Speaker 1
Okay. Mhm. Okay. Okay. Okay. Alright, I've shot down the app. Uh yes, it is. Okay,
23:00
Speaker 2
can you close your should app player let's try to set up let's try to set up your router without using the lupus app so we're going to use the 5 breasts method uh it's the quickest way to set up your router and with that we can uh confirm if there's really an internet coming from your modem all right okay now on your router is it still showing a solid purple light okay now I want you to press the reset button on your router press the reset button five times within five seconds [silence]
23:00
Speaker 1
Okay, done. [silence] It did it turned red and now it's back to purple though. [silence] That's, yeah, that's solid purple again. [silence] Is that not right? [silence] Let me. [silence] Hm. [silence] Hm. [silence] Okay, just an audible blue light now. [silence] [noise]
24:00
Speaker 2
Okay, so once you press five times within five seconds the reset button on your router, its light should start blinking. Uh, is it solid purple? So, that's not right. Uh, it should start to blink. Okay, can you turn off your router? Turn off the power switch of your router And then turn it back on. Uh, that's normal.
24:00
Speaker 1
I will be checking it on Blinken. No sorry, there was one that was connected to.
25:00
Speaker 2
small because once you turn off your router and turn it back on, it will start to blink blue which indicates that it's still booting up or starting up. So, let's just wait for its color to turn solid or steady. And there are no other cables connected to your router, right? Only the power adapter and a the one that's connecting it to your computer? Mm-hmm.
25:00
Speaker 1
to the old one, so I plugged that one in, as well, but I just took it off. Okay, now I'm on purple, solid. Okay, okay, doing that. It did, and then it went out.
26:00
Speaker 2
Alright, couple all right, let's do. our reset on that router uh let's check if there is activity on its LED. So, doing a reset on the router, you need to press and hold the reset button and then wait for its light to turn off. Once the light is off, you can let go or release holding the reset button. And try to check the light, because its light should start flashing bright red and then it will post dim rate three times and then it will flash [silence]
26:00
Speaker 1
Yes, that's what it did. Okay, lights back on. It's blinking blue. Okay, still blinking right now.
27:00
Speaker 2
OK, so once the lot is off you can let go and just wait for it's light to turn back on. OK, so let's wait for it's light to turn solid purple. In this way we can confirm that your router's light led is working fine.
27:00
Speaker 1
[silence]
28:00
Speaker 2
All right. so it, now that it's solid purple, let's do the five press method again. so when you press the reset button, you need to press, release, press, release, up five times and within five seconds. After pressing it on the fifth time, you have to release holding the reset button, okay? So press, yes. The press the reset button five times.
28:00
Speaker 1
[silence] Now it's a white light, looks like. Okay Okay So we're just waiting for that light to change, correct? [silence] Okay [silence] [silence]
29:00
Speaker 2
okay, so let us wait, uh, because it will try to configure itself. if it gets an internet connection from your modem, it will turn solid blue. if it doesn't get any internet source from your modem, it will turn solid red. yes.
29:00
Speaker 1
Okay, we're blue. It's solid. Okay, well it says, so when I opened up the link to this app, it says, manage your Wi-Fi or set up a new Wi-Fi network. What should I do? Okay. Right. Okay, so manage your [silence]
30:00
Speaker 2
All right, that's good. Is it solid blue or blinking blue? Okay, that's good. So it means it's already successfully configured. It's set up already. So on your phone, try to connect to the default Wi-Fi name of your router, and then try to open a website like google.com. It should be, uh, M-A-N-A-G-E your Wi-Fi because you already set up your router.
30:00
Speaker 1
Away or home? It's asking for an email. Says I'm doing this all new Rite, since I don't have an account with y'all. Yes, there is one Okay. Okay, I just said that to log in with router password. First connect to your Wi-Fi. Select the Wi-Fi from the list. Once connected. So, I don't see a list. If it's just I Okay. Oh, got you. Okay. Yes. Okay. I just hit the link. This is [silence]
31:00
Speaker 2
Okay, hold on. There should be a router password login. You can skip the... the creating an account. Make sure your phone is connected first. Make sure to connect first your phone on the Wi-Fi name of your router. The default Wi-Fi. Once you're connected, you you can select the network. [silence]
31:00
Speaker 1
Yeah. Quiet.
32:00
Speaker 2
Mm-hmm. Just accept. And I agree. Yes. Okay, now you can create your Wi-Fi name. You can change your Wi-Fi name since.
32:00
Speaker 1
Okay and then I'll put in. Okay, put in our, our password, too. Correct. I'm just gonna do that right now. Okay. Okay. Privacy pledge. I'll continue. Now, it wants to log in. So, can I skip that for now? Or should I create an account. Okay.
33:00
Speaker 2
You're using the default Wi-Fi name of your router, from there you can create your Wi-Fi name. You can edit. Yes, you can also edit your password. You can create your own password. Just make sure to take note of that Wi-Fi name and password. Yes. You can skip that if it's asking to create. [silence].
33:00
Speaker 1
It's just asking me to log in. yeah, to create an account. Okay, but I don't have one yet, so I need to create an account. Okay. Yeah, I skipped it. create your router password. Didn't I just do that? Okay, gotcha. for the router password. Oh, okay. Right.
34:00
Speaker 2
Or link an account, you can skip that. [silence] Otherwise, log in. [silence] Is there a [silence] no? Uh, is there an an skip button for that? Okay. [silence] Okay. For your router password, that's different from your Wi-Fi password. Uh, your router password is the one you type in when you log into your links this up. [silence] Make sure your router password is case sensitive. Uh, we which has
34:00
Speaker 1
[silence]
35:00
Speaker 2
Letters and numbers and a special character.
35:00
Speaker 1
It is. I'm trying to come up with one. Yeah. It's just uh being temperamental with my herregot. Right, right. I see. College. Okay. Here, one second. Can we write down? Focus.
36:00
Speaker 2
The router password, make sure that nothing is repeated. So if you already have a letter S, then you cannot type in another S. And one of the letters should be capital.
36:00
Speaker 1
Write, router, next to that, router password, please, Okay. says configuring my Wi-Fi. Okay. Can you text Jonathan and tell him just to hold off right now until I'm done what I'm doing I'll call him. Hi, hi. Okay says our internet was created.
37:00
Speaker 2
Okay, that's good. So, let's just wait once your Wi-Fi is configured and Okay, and the next steps.
37:00
Speaker 1
Yep, it says go to your phone, setting app, select a Wi-Fi, yada, yada, yada. Okay. And then once you're connected, return to the app. Okay. Let me do that. Right. All right, I'm connected, so I'll go back to the app.
38:00
Speaker 2
Okay, so connect, you need to connect your phone to the new Wi-Fi name you created.
38:00
Speaker 1
All right. Looking for your child nodes. I don't have any of those. Okay. Then let's help us help you automatically send errors to link this. Oh, that's that's fine. Yep. All right. Yep, it is. It says we're ready. Yep. It's uh,
39:00
Speaker 2
[ silence ] [ silence ] Okay, just skip that since you don't have nodes. [ silence ] So, click next. [ silence ] Click next. It should be finished, uh, the setup. All right, that's good. So you can go to your dashboard and you will see on your dashboard the Wi-Fi name and the devices that are connected to your Wi-Fi.
39:00
Speaker 1
Right, got it. Okay. I'm just logging on to the internet on the computers. Can you launch a website or something? Working? All right. I think we're good. Yes, I can confirm that. Thank you. Yep. Yep, I appreciate your help. Thank you so much. All right.
40:00
Speaker 2
It will show one device only. All right. So we've already set up your router, MR7350, Tyler. So everything's good now. All right. What do you mean laggy? You can confirm now that you have internet. All right. Okay. All right. So since we have successfully set up your router, everything's good now. So thank you for calling, Linksys. Tyler? You're welcome. Before we end the call, Tyler, I'll provide you your ticket number so that in case you have issues with the router, you can call us back again and we'll be ready to assist. Thanks. Thank you. Have a good day.
40:00
Speaker 1
Okay. Okay. Okay, got it. Thank you so much. Okay, bye bye. [silence]
41:00
Speaker 2
please, please, use this ticket number as a reference. So, your ticket number is L4Lima. T4 Tango. S4SAM. 00134467. All right. You're welcome. It's my pleasure to assist you and thank you also for calling Linx. Once again, take care. And have a great day, goodbye.
41:00