V2 Rubric Detail — 73b50988-6f38-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 19:19
Duration
9m 6s
Contact
Esther Koo
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00134506
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall66.5% (+8.6)

V2 Grader Summary

The agent provided technically accurate steps and maintained ownership, but failed to fully resolve the issue as the customer remained disconnected. Initial refusal to assist was softened by later engagement, avoiding critical avoidance. No auto-zero is warranted as the agent did perform troubleshooting after initial hesitation, and the outcome is unresolved rather than abandoned.

V1 Case Analysis

Customer reported MR7310 router not connecting to internet (solid purple → blinking red). Agent correctly instructed 5-press reset and reboot sequence. Warranty status unverified; email follow-up address mismatched. No confirmation of internet restoration.

Troubleshooting Steps
  • Collected model (MR7310) and serial number.
  • Explained solid purple = ready for setup (correct per led_intelligent_mesh_consumer.md).
  • Guided 5-press reset procedure (correct for MR7310 per universal_5press_models.md).
  • Advised modem/router reboot sequence (modem first).
Key Observations
  • Agent correctly identified solid-purple LED and 5-press reset procedure for MR7310.
  • No verification of internet connectivity after troubleshooting steps.
  • Unverified out-of-warranty claim; no system lookup performed.
  • Email address for follow-up (JB@downloadsch.com) did not match customer’s stated address (JB@ddlasch@gmail.com).
  • Paid support offered without confirming eligibility or warranty status.
Positive Highlights
  • Accurately identified LED states per KB (solid purple = ready for setup).
  • Correctly instructed 5-press reset procedure for MR7310 (per universal_5press_models.md).
  • Clear step-by-step instructions for reset and reboot sequence.
Agent Errors / Gaps
  • Unverified out-of-warranty claim.
  • Provided incorrect email address for follow-up.
  • Did not confirm internet connectivity after troubleshooting.
  • Offered paid support without verifying eligibility or warranty status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly states 'I'm still not able to connect with my internet' at 07:00, indicating unresolved issue despite agent's guidance.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent advised 5-press reset and reboot sequence, which are relevant steps, but skipped essential diagnostics like checking WAN connection or modem functionality after reset.
R3 Met Correct resolution path conf 96%
Agent correctly identified device as out-of-warranty and offered paid support or email instructions, aligning with policy for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (solid purple light) and applied correct interpretation (ready for setup), but did not probe root cause of failure or ask about WAN/ISP settings.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent did not use remote tools or request login to admin interface, but advised correct physical reset method and default network access, which is appropriate for basic troubleshooting.
T3 Met No misinformation conf 99%
All technical information provided—solid purple = setup mode, 5-press reset procedure, default SSID/password location—is accurate per KB articles for MR7310.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained basic control and guided through steps, but initial refusal to help ('I do not have the ability to troubleshoot') undermined framing and trust.
C2 Met Confirmed understanding conf 94%
Agent used plain language, repeated key steps, and confirmed understanding; adapted well to customer’s confusion about reset and LED states.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, did not transfer, and committed to sending follow-up email instructions.
O2 Partially Met Proactive follow-through conf 87%
Agent provided next steps (reboot sequence, email instructions) but did not specify when the email would arrive or confirm receipt.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this appears to be the first contact for this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly determined no escalation was needed, offering paid support instead, which is appropriate for OOW device with basic setup issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted given the nature of the issue and OOW status.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Initial statement was dismissive, but agent later engaged helpfully; no explicit empathy expressed for frustration or repeated effort.
X2 Met Tone & rapport conf 91%
Agent adjusted pace to customer’s questions, repeated instructions clearly, and stayed engaged despite customer’s confusion and repeated queries.
X3 Partially Met Overall experience conf 88%
Customer had to repeat model, serial, and email, but agent eventually used that data to check warranty and provide tailored guidance.
Call Transcript18 turns · 19 lines
Speaker 1
Hi Joy. So, I already spoke with my internet provider and there's no issue with the actual modem, but there's an issue with our router since Saturday.
00:00
Speaker 2
Welcome to Lynksus 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.lynksus.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. 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
Um I sincerely apologize but I do no, I do not have the ability to troubleshoot your internet. I don't have access to the tools required. So my best advice is to contact your internet service provider for assistance with your particular issue.
01:00
Speaker 2
All right. I'll have the serial number of your link. system device, please. okay. so it's three Y 1 0 M two B for Bravo D for Delta 0062 or just D for Delta for D. let me check. do you have the model number of this unit?
01:00
Speaker 1
uh, model Number? Yes, it is a MR 7310. Yeah, it's um 36, yellow one zero, Merry two, Bravo, Bravo zero zero zero six two-trum. um, Esther too? The the service should be under, I believe, Shawn Lee-vel of mine or the on the account?
02:00
Speaker 2
of the building number please. I'm just confirming. Okay. Okay, 3-0. Okay. And who is your internet service provider? Spectrum. May I have your first and last name please? How did spell of your last name? Um, your name. Just your name.
02:00
Speaker 1
OK, K-O-O. Uh, the email address would be uh, s a and G or, sorry, actually, can I give, um, a different email? Um, it will be J B Dallas ch at GH Mail.com. Yes. The router color on the front is a purple. Yes.
03:00
Speaker 2
and the person who called today and lastly email address uh so that's J B D D L L A S C H at gmail that's gmail.com correct yeah okay thank you so right now what is the light of your router on the front solid purple okay so if it's solid purple that means it's ready for setup I think you like reset it back to default settings that's
03:00
Speaker 1
But how, how would I do that? Like five times? Yeah, five times? Oh, okay. It was blue earlier and then it was like a red. I don't know what that means. Uh-hm? [silence]
04:00
Speaker 2
00:14 why it's not working anymore, so you need to set it up again from scratch, like setting up a brand new router, but for you to set it up for it to set up easily, you can just press the reset button at the back five times, one press every second, yeah, not too slow and not too fast.00:43 after you did the five press.00:51 All right, so you just have to wait for it to set up and once it will turn solid blue, since you reset it.
04:00
Speaker 1
Okay, and how do I do that? So after I click it five times, should it be blinking? Or should it still be purple. Oh, now it's blue. Okay, so now it's ready. five times. Okay, and then the password. Okay. And then do I need to reset up the name and everything again? Or can I just leave the status?
05:00
Speaker 2
This. Defaults. default name and that's the password at the bottom of the internet. To the network. Yeah. Yeah. Mm-hm. Yeah. So, yeah. After you do the 5-press pairing, it must go blinking white or purple then it will turn solid blue then you connect to the network name linksys and use the password that's at the bottom of the router to check if the internet is now working. Yes. Um. You can leave it as it is or if you wanted to change its name and password, you can use the linksys app. Just uh login using your router password or
05:00
Speaker 1
I see. Okay, it looks like it's working now. Let me check mobile internet. Okay, so if this happens in the future, don't hold the reset button, but click on it five times slowly. Okay. So I connected it to the new router or the new Wi-Fi. Linksys setup. But right now, it's blinking red. What does that mean?
06:00
Speaker 2
or you can access its web interface using a computer to change the name and the password if you want. okay. That's good. Um, if it happens like if there's no internet connection, just try to reboot the router like unplug it and plug it back in. Because if you're going to reset, like press and hold the reset button at the back, it will delete all the settings and it will go back to factory default settings. Mhm. Mhm. Mhm. Mhm. Yes. [silence]
06:00
Speaker 1
I'm still not able to connect with my internet.
07:00
Speaker 2
If it's blinking red, that means, I think it's still like processing. Just wait for like a minute or two, and then if it will stay solid red, then you can reboot your modem and the router by unplugging them. And then after that, just wait for another minute to for it to stay solid blue. And also ma'am, for checking here on my end. The router is no longer under warranty, so we can no longest provide free technical assistance, but you can still avail our paid service. That's $15 for an hour, but if not, I can also send you an email instructions instead. For the setup procedure or the log-in procedure. Okay, you're welcome, ma'am. So I'll just send you the instruction.
07:00
Speaker 1
So, and you said it's going to take a little bit for the red blinking to stop? Yes. Everything's connected. Got it, okay, thank you. You said you're going to send the email to JB@downloadsch.com. Okay.
08:00
Speaker 2
Yes, but, um, after, like, five minutes, if it will not stop, um, just a double check, is the ethernet cable connected to the internet port of the router? Okay. So, yeah, if that would still stay, uh, blinking red for five minutes, then the time you do a reboot, a sequence reboot for modem and the router, just unplug both the modem and the router. And then after 10 seconds, you plug back in the modem first, wait for it to go online before you plug back in the Links router. Yes. I'll be sending it to your email, the one that you gave me earlier. All right, thank you for calling. [silence] calling Lexus Mat, have a good day bye
08:00