V2 Rubric Detail — 7ab84694-69ae-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 18:09
Duration
11m 53s
Contact
David Branch
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133639
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_No Internet Connection

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall42.9% (-13.1)

V2 Grader Summary

The agent correctly identified the purple LED state and warranty status but failed to perform any diagnostic steps or offer best-effort troubleshooting for the out-of-warranty device. No resolution was achieved, and the customer was directed only to self-help resources despite the feasibility of guiding through setup. Empathy and communication were adequate, but technical ownership and progress were absent.

V1 Case Analysis

MR7350 router showing purple LED after power outage, no internet. Out-of-warranty. Agent offered paid support, incorrect AI tool URL (support.linx.com), and emailed video guide. Customer declined paid support; will receive video link.

Troubleshooting Steps
  • Identified out-of-warranty status
  • Explained that purple LED indicates factory-default mode
Key Observations
  • Agent did not perform basic troubleshooting (power-cycle, WAN verification) before offering paid support.
  • Provided an incorrect URL (support.linx.com) for the AI tool — this is a materially wrong technical instruction per KB.
  • Call flow contained repeated requests for information already provided (e.g., ownership duration) and long pauses, reducing efficiency.
Positive Highlights
  • Correctly interpreted the purple LED as indicating factory-default mode (per ax_maxstream_wifi_connectivity.md).
  • Collected customer name, email, model, and serial number.
  • Clearly communicated out-of-warranty status and available support options.
  • Provided a free self-help path (video guide) when the customer declined paid support.
Agent Errors / Gaps
  • Skipped standard troubleshooting steps for a router showing no internet (power-cycle, WAN verification).
  • Offered paid Connect service prematurely without confirming basic fixes.
  • Provided an incorrect and unsupported URL: 'support.linx.com' instead of 'support.linksys.com' — this is a serious accuracy failure per KB.
  • Did not verify WAN connection or modem status despite customer reporting no internet.
  • Repeatedly asked for information already provided (e.g., ownership duration).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or perform any reconfiguration; only offered external resources and a paid service.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were taken (e.g., power cycle, cable check, factory reset); agent immediately pivoted to warranty status and paid options.
R3 Not Met Correct resolution path conf 96%
Despite OOW status, agent failed to provide best-effort troubleshooting (e.g., guiding through setup); instead used warranty status as a reason to stop helping.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions about modem connection, cable integrity, or prior configuration; assumed factory reset without verification.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., remote guidance, web UI walkthrough); missed opportunity to assist via free, supported methods like myrouter.local setup.
T3 Met No misinformation conf 98%
Correctly identified purple LED as factory-default mode and accurately stated warranty policy.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent framed the interaction and offered options but lost control by not guiding customer through any technical steps or maintaining diagnostic focus.
C2 Partially Met Confirmed understanding conf 89%
Used simple language and repeated information when asked, but explanations like 'reconfigure the settings' lacked actionable detail for a non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent remained on the call, collected all necessary information, and offered solutions without transferring or abandoning ownership.
O2 Met Proactive follow-through conf 96%
Clearly stated an email with a video link would be sent within 5–10 minutes, setting a specific next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue type and agent's available paths.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent used polite language, expressed understanding ('I understand that'), and maintained patience despite interruptions.
X2 Met Tone & rapport conf 91%
Adapted to customer’s pace, repeated instructions when requested, and maintained a supportive tone throughout.
X3 Partially Met Overall experience conf 89%
Avoided making customer repeat personal info, but failed to reduce effort by skipping basic troubleshooting that could have resolved the issue.
Call Transcript24 turns · 24 lines
Speaker 1
[silence] I'm having trouble with my router. Um, we had a, um, I live in Las Vegas and I have a LinkSys router here. Let me give you the model number.
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 the performance and hardware issues. Register your product by visiting register. , please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Dependez on the 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. Thank you for calling Linksys. This is Coila. How may I help you?
00:00
Speaker 1
it's mr 735 zero. and then, uh do you need the serial number? 33 C as in cat 10 M as in money 28 b as in boy 0 6 1 35 yes. I'm sorry. okay we had a power outage um last week and so from that point it stopped working uh
01:00
Speaker 2
yes, I need a serial number. okay, so that is m R seven three 50 contiguous territories. yeah. I'm serial number of three three and then C for Charlie one zero M for Mary two eight B for Brian zero six one three five. okay. and what issue did you encounter with this router, sir? What problem or what issue did you encounter or mechanical error? Mhm.
01:00
Speaker 1
talk about when I tried to reboot it um it would come on with the um standard blue color and then all of a sudden it just kind of gradually comes into a red color so um I'm just and it's not working it gives me a you know I can't open I can't um open anything on my my phone or my computer or anything like that so so it's not actually operating No internet right exactly Is what the light now is a kind of a purplish red but the the one that it normally comes up and which it is when it shows that it's operating is a blue.
02:00
Speaker 2
Okay. So there are no internet connection after the power. Okay. The light where I now you mentioned it's red. It's red. The light on the router. Okay. Okay. Okay.
02:00
Speaker 1
excuse me? the internet service provider uh... that is I S P dot com in Las Vegas I S P and I just got off the phone with them and they're the ones that gave me the number to contact you uh... it's I S P uh... it is a cable connection that comes it has a dish on the front of my house seven oh two seven one five three zero seven
03:00
Speaker 2
Your internet your internet. Your internet service provider. And what's the name of the. The internet provider. Is it a cable connection? Is it fiber? Okay. Can I have also your phone number to create a record?
03:00
Speaker 1
My first name is David and my last name is Branch, B-R-A-N-C-H. D as in David. R as in Robert, B as in Boy. Six, five. V as in Zebra. DD@Gmail.com. Yes. You know what, I can't really remember exactly, it's probably, I'm guessing, um, let's say five years. Um, no, more than five years. [silence]
04:00
Speaker 2
In about first name, last name, [silence] email Oh kuh after Z for zebra it's D for David D for David. [silence] In how about do you have the router? [silence] Five years.
04:00
Speaker 1
Three and five. It's been a good router. It hasn't given me any problems up until now. I mean, um somebody mentioned something that it could be shocked and then it could have damaged something on the inside when it came back on. Yes, it is. So, in other words, it went back to factory standards. that. Yes.
05:00
Speaker 2
Okay. All right. Based on the light on the router sir, it shows that it's kind of purple or kind of pinkish, right? It's not really red. Um, okay. So that means that um the router was um like set back to its um startup mode. Okay. So like there's no configuration set up on the um router. Okay. So um Yes sir. Okay. But um when you call your internet provider, um they check the cable Did they um connected your computer straight to the modem and checked?
05:00
Speaker 1
well yeah I mean if if everything everything everything was um in order that way you know they have a little little um receiver on the or I figure what it's called that it's on the wall so it's got a cord that comes from the um device on the roof and then uh and then an Ethernet uh pour into the bottom so there's two in there approximately yes no more than five So if it went back to um factory um
06:00
Speaker 2
speech speed scanner or do you have a modem from... skim? again, arm you've got this router for arm three to five years already, didn't. [silence]
06:00
Speaker 1
is often how do I get it back, um, to where it's, you know, compatible with the provider.
07:00
Speaker 2
[silence] okay. So, you need to like reconfigure the settings, sir, to communicate the router back to the provider, okay? But before we do start for any troubleshooting, sir, let me just inform you about the status of your router. It shows it here in a system that the router is already out of warranty. [silence] and complimentary phone support is no longer available, okay? But we do have options for out of warranty Linksys products. The first option is, you can take advantage of our AI tool that can be found on our website and that is support.linksys.com, okay? And our second option is, I can send you a link and together with that, a video to look at.
07:00
Speaker 1
Oh, I understand that. Yeah, if it's defective, then I'd have to get I'd have to purchase another one, right? Oh, gosh. You know, I really don't know right now because, let me I've got a couple other issues that I'm dealing with. Now, based on the information that I gave you, [silence]
08:00
Speaker 2
you can follow the video on how to reconfigure the settings. Okay, While the third option is I can walk you through on setting up this router. There is a one time non-refundable technical support that will last up to 60 minutes, and that is our paid connect service for only $15. There's no guarantee that we'll be able to fix the issue. Okay, and in any case, we found out also that device is defective. There will be no refund or replacement. Mhm. Um, yes, sir. So, which options would you like to proceed?
08:00
Speaker 1
Okay. I'm sorry, you steer, my son interrupted me here. um, can you repeat that? Okay, so in other words, they have to be read-- did they re-- they figure it or we do it-- you do it on the on on phone? Okay. [silence]
09:00
Speaker 2
it just need to be reconfigured. okay um okay right now it shows that it's um not um or it's still on purple or pink light so that means it's not configured as of now the router is just need to be reconfigured okay to communicate again back to the um um internet provider we can um guide you sir on how to um set this up um or guide you step by step but um since your router is already out of warranty in order for us to do that is you need to have a appointment um with our technical for me it's kinda hard for me to explain it to you via uh uh photos so um what we're gonna do is if you have um via a uh a um mobile phone or desktop then likely we need to uh also uh um screen recording on that device to make sure that um we're seeing the same thing as of now okay all right so uh um and then in order for us to access your router you need to retrieve
09:00
Speaker 1
Okay, I can understand that. Mmm-hmm. Okay. So if you send that, I have to pay for that too, correct? Okay. Okay. Well, send me the, uh, to my email and then, um, I will have, my son and I will do it together. We'll, we'll, uh, look at the video and see how we can, uh, reconfigure it that way.
10:00
Speaker 2
We now have our paid connect service and that is only for $15.00. And the other other options, um, the other options that we have is, again, our AI tool on our website, that is support.linx.com. And the other option is I can send you an email, it has the um, a video link where you can also follow on how to um configure this router. [silence] Um no, sir. The first option, the second option, the website, AI tool, and the video link is free and only um, um, paid connect service is the third option. So that's the $15.00.
10:00
Speaker 1
no way. Okay. Yes. Thank you. Okay. Sure. Thank you so much. I appreciate your time. All right. What was your name? What was your name again? Carla. Okay, Carla. Thank you so much. I'm sorry for, I'm not that proficient on these things, you know, they happen, so, okay. I appreciate your time. Thank you. Bye bye. Okay. Thank you. Bye bye.
11:00
Speaker 2
Okay. the email address where I can send you that's D for David, R for Robert, B for Brian, 65 Z for Zebra, D for David, D for David at Gmail.com. Okay. So I'll just send it to you. Just give me five to 10 minutes after we end our call. Okay? All right. You're welcome, sir. So uh huh. So thank you for calling, Links, sir. Carla. Carla. You're welcome. Okay, sir. You're welcome. So thank you for calling, Links. This is Carla. Bye for now. Goodbye.
11:00