V2 Rubric Detail — 78b9bfae-7740-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-04 00:37
Duration
15m 9s
Contact
Colby Cuhl
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135880
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR6350 - initial setup
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication0.00/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall41.0% (-15.0)

V2 Grader Summary

The agent attempted basic troubleshooting (reset, power‑cycle, cable check) but gave inaccurate reset instructions and failed to achieve a working internet connection. While ownership and next‑step planning were adequate, the call lacked clear structure, empathy, and accurate technical guidance, leaving the issue unresolved.

V1 Case Analysis

Customer reported no internet on MR6350 router. Agent provided incorrect 5-press pairing and factory reset instructions. No resolution achieved; customer to receive email with further steps.

Troubleshooting Steps
  • Asked about LED colors on the router.
  • Instructed to press the reset button five times (5-press pairing).
  • Suggested power-cycling the router and fiber modem.
  • Advised a full factory reset with incorrect steps and promised an email with further instructions.
Key Observations
  • Agent incorrectly applied the 5-press pairing method, which is only for mesh systems (MX, WHW, MR mesh), not standalone routers like the MR6350 (per adjacent_device_setup_scenarios.md and universal_factory_reset.md).
  • Agent described non-standard LED colors (magenta/pink) not documented for MR6350; standard colors are solid white/blue for ready, blinking white for booting, solid red for error (per universal_factory_reset.md).
  • Agent combined a factory reset with a 5-press sequence, creating an unsupported and potentially harmful procedure not documented in any KB.
  • No proper WAN troubleshooting was performed (e.g., checking modem signal, direct Ethernet test, or web UI login at http://192.168.1.1 or myrouter.local).
  • Agent failed to verify the customer's email address before promising to send instructions.
Positive Highlights
  • Collected the correct model number (MR6350) and serial number from the customer.
  • Correctly identified the out-of-warranty status and set appropriate expectations about hardware replacement limitations.
  • Attempted to guide the customer through a power cycle of both router and modem.
Agent Errors / Gaps
  • Provided incorrect reset method (5-press pairing) for a standalone MR6350 router — this method is only for mesh node pairing, not standalone routers (per adjacent_device_setup_scenarios.md and universal_factory_reset.md).
  • Misidentified LED colors (magenta/pink) — MR6350 uses white/blue/red only (per universal_factory_reset.md and product specs).
  • Gave a hybrid and incorrect factory reset procedure: 'press reset 30 seconds, then 5-press' — this is not a documented or valid process for any Linksys router.
  • Failed to verify that the Ethernet WAN cable was properly connected to the modem or check modem status.
  • Did not create or reference a case/ticket number.
  • Did not confirm the customer's email address before promising to send information.
  • Did not follow standard router-setup troubleshooting flow: no modem check, no WAN status verification, no login to web UI (http://192.168.1.1 or myrouter.local).
  • Misled the customer by claiming the router would have internet after the 5-press sequence — this is false for a standalone router with no WAN signal.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer never confirmed internet connectivity; router remained blinking red/white and no solid blue was achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed some steps (reset button, power‑cycle modem, check cable) but the troubleshooting flow was disorganized and incomplete.
R3 Met Correct resolution path conf 90%
Agent acknowledged out‑of‑warranty status, refused replacement, and proceeded to troubleshoot the setup.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptoms (no internet, light colors) and asked about ISP and cable, but missed key diagnostic questions (WAN status, IP address, DHCP).
T2 Met Appropriate tools / resources used conf 90%
No remote tools were needed for this basic setup issue; the agent used only verbal instructions, which was appropriate.
T3 Not Met No misinformation conf 90%
Agent instructed a “press and release five times” reset, which is the 5‑press pairing method, not a proper factory reset for the MR6350; also gave confusing “turn it upside down” direction.
Communication
C1 Not Met Clear & professional language conf 85%
Call lacked clear framing, many long silences, and abrupt topic changes; agent did not maintain a structured flow.
C2 Not Met Confirmed understanding conf 85%
Agent used vague language, jokes, and did not verify the customer’s understanding at key steps.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, performed troubleshooting, and did not transfer the customer elsewhere.
O2 Met Proactive follow-through conf 85%
Agent gave next‑step instructions (wait ~35 minutes, send follow‑up email) and set a timeline for the reset.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly required based on the agent’s attempts.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent offered minimal empathy, made jokes, and did not acknowledge the customer’s frustration about the lack of internet.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust tone or pace to the customer’s confusion; communication remained flat and sometimes confusing.
X3 Not Met Overall experience conf 85%
Customer was asked to repeat steps, received unclear instructions, and was required to wait long periods, increasing effort.
Call Transcript30 turns · 31 lines
Speaker 1
[silence]
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 of warranty products, paid support may be available depending on the issue. My name is Nathan. May I know who am I speaking? call me. Uh was. your last name? call me. Okay. Uh what is it about? I can't.
00:00
Speaker 1
We're trying to set up our Wi-Fi router right now, and it's not wanting to do that. Yeah, the serial number is 34N10M25A08472. and MR 6350.
01:00
Speaker 2
I can't get it. [silence] Can you give me the model and the serial number of the router? Could you see the model number on the device? [silence] Can you?
01:00
Speaker 1
Well, it's, it's the same router, but it's a different apartment. Can you repeat that? Sorry. Okay. Okay. Okay. Yep, we'll give it a try. Colby cool at Gmail.com. So C-O-L.
02:00
Speaker 2
Okay. Okay. This is a new device, right? You mentioned, you just set it up or it's it's working before? Mhm. Ah, all right. Uh the system shows that this is already out of warranty. but I will help you on the phone. But if this is a hardware issue or defective, I cannot replace the router. Would that be okay? I can help you to set up the router. The router is already out of warranty. If this is a hardware issue, I cannot replace it. But I will help you set up using on on the phone, I can help you with that one. Would that be okay with you? Correct then. All right. Uh let me create a case ticket for you. What is your email address for me?
02:00
Speaker 1
k u h l at gmail.com uh i think it's quantum fiber now yeah quantum fiber now what was that oh it's the color it's blinking red right now 30 seconds yeah
03:00
Speaker 2
[silence] And your internet service provider is Spectrum, right? Phantom. All right. Now, tell me what is the color of the light on the router? Tell me what is the color of the light on the router, on top of it. Can you press the reset button and hold it for 30 seconds?
03:00
Speaker 1
It's solid blue as of right now. Still blue but I'll let you know if it changes anything. Now it's just it's it's it's blinking blue right now. Uh, it's underscore linksys setup 39, a. Do you need capital letters to. For that?
04:00
Speaker 2
Tell me the color now. Uh-huh. Get to turn pink or magenta. Wait for it. Hmm. Can you turn it upside down and tell me magenta. All right, that's good. It will turn magenta. Now, turn it upside down and tell me what is the network name or default network name or set up name underneath? WN39A. Right?
04:00
Speaker 1
Okay. No? Yeah. I do not see it. It is magenta now.
05:00
Speaker 2
On your phone, is it possible to check if you can detect the... ...39A, go to the setting on your phone. . All right. Try to turn off the Wi-Fi in your phone, wait six seconds and then turn it on again. Fix on the phone only.
05:00
Speaker 1
Yep, there it is. Hasn't asked for the password yet. The I clicked on it again and it said I'm connected and it has the password in already, but it says no internet connection. Yep. Yep. So just press and release five times.
06:00
Speaker 2
connect it'll ask for the password mm-hmm. it connects all right good now on the router it's magenta. I need you to press and release, do not hold. press and release the reset button, one per second, and do it five times. press and release one, yes, one per second. go ahead. [silence]
06:00
Speaker 1
[silence]
07:00
Speaker 2
Oh yeah. That's good. It will turn blue, wait for it. Did you download the latest app? Mm-hmm. Tell me. That's OK. It will reconnect when shall. Don't worry.
07:00
Speaker 1
OK. connected back on my phone. It was blue for a second. Now it's back to blinking white. Um, Okay. Okay. there's the blinking red right there. So you said it'll blink red and then turn to solid blue. Well, I it's it's not solid blue yet. But it's still blinking red. Yep. Yep.
08:00
Speaker 2
It will turn red, then blinking blue, and then it will and out solid blue. Wait for it. It usually takes around 35 minutes. All right. Okay. On your phone, yeah, it's okay. On your phone, can you, did you download the Linksys app? You did, right?
08:00
Speaker 1
Yep. So it automatically just put me into the setting up experience. It's on the terms and conditions right now. I suppose you. No, you're good. Um, it's on the connect the router to your modem or source of internet. Is it it's connected, correct? Awesome. And then right now, it's saying, it's make sure everything has finished starting up. I just wait for it to, complete. It's it's just telling me.
09:00
Speaker 2
okay. can you open it. it is open. close it. start from the top. go ahead. keep going. good. yes. no choice, you have to accept. i'm just joking. sorry, sorry, yeah, yeah. done already. most of it. next. continue. next
09:00
Speaker 1
The light will blink when starting up and then turn solid when it's ready. Okay. It just stopped and said it looks like you're not using the internet port.
10:00
Speaker 2
That's okay. You've done that already. This is already the last day. Continue. Next.
10:00
Speaker 1
The ethernet? No, it's connected to the internet. Yep, it's connected to the internet. Yep. Yep, it's off. We don't have a quantum modem.
11:00
Speaker 2
Can you tell me the color of the light on the router? Ah, can you check if the cable was connected to the internet port? Um, internet. Right? All right. Can you turn off the linksys? Turn it off. Okay. Wait for 15 seconds. I'll do the timing. Okay. I need you to turn off the Quantum fiber modem. Do not turn on the linksys. Turn it off. So, both linksys and Quantum modem is off. Tell me when it's done. Oh, it's just a fiber Ethernet cable, right?
11:00
Speaker 1
Yeah. It's just, we have it connected from the wall to the internet port. It's on. Okay. So I have a, what? I don't believe so.
12:00
Speaker 2
is it coming from the wall going out okay? all right. turn, turn it on, uh... like this. wait until it becomes solid red or blinking red. there's, there seems to be no signal coming in from the Quantum. do you have a computer that can connect directly to the ethernet connection? computer that can connect directly to an ethernet cable, not Wi-Fi. wired[silence] Yeah most of the new latptop are so small and thin they doesn't have yeah I agree with that.
12:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Okay. Okay. That would work. Yeah. Yep. Yep. Yep. Okay. Okay. Okay. Okay. Okay. Sounds good. Okay. Sounds good. Thank you. [silence]
14:00
Speaker 2
you're having an issue with your Fiber. It's not giving a signal to the modem. It's a normal thing. It happens. The same, normal thing that we did if you cannot reach us. Factory reset. I'll send you the email. That'll be better, but this is what you're going to do. Factory reset, press run 30 seconds and then after that, when it becomes pink, press present release one press per second five times. It'll turn blue. If it turns blue, you are in the internet. Your Wi-Fi will be the default Wi-Fi name and you have internet. And then call us to change it to whatever Wi-Fi name but I will send you the email. all right? So that you can have it. Okay. Just to remind, you can call us anytime. Hardware-wise, uh if you have advice, we can replace like phone support anytime. All right. Be good.
14:00
Speaker 1
You,too. Yep, we'll be good. Thank you, bye.
15:00
Speaker 2
We good? All right then, have a nice day, and good night. Call me. Good night, bye.
15:00