V2 Rubric Detail — 7b3a2938-6063-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 22:19
Duration
10m 17s
Contact
Michael Hall
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Discourtesy – agent made a dismissive and unprofessional comment about the customer's microphone ('your microphone works very badly because you're rattling') instead of taking responsibility for audio quality or adjusting delivery.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication0.00/5
Ownership2.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent initiated a factory reset, which is a valid step for UI access issues, but failed to complete verification, address the speed complaint, or maintain call control. Communication was poor, with no empathy, repeated comprehension issues, and a discourteous remark. The interaction ended mid-process, resulting in a partial resolution with a justified auto-zero for discourtesy.

V1 Case Analysis

Customer unable to access admin UI on M7000 and reports slow internet. Agent advised reset and suggested 192.168.1.1 (incorrect). Call disconnected abruptly; no resolution or follow-up confirmed.

Troubleshooting Steps
  • Asked for LED status and Wi-Fi SSID/password.
  • Advised factory reset via bottom reset button.
  • Suggested accessing admin UI at 192.168.1.1 (incorrect for MBE7000).
Key Observations
  • Agent suggested 192.168.1.1 at [03:00], which is incorrect for MBE7000—should be myrouter.info (per KB).
  • Customer explicitly said 'that's not my IP address' at [03:00], but agent did not correct or adjust guidance.
  • Agent disconnected call at [09:00] mid-process, claiming they would call back in five minutes—no confirmation or scheduling occurred.
  • No model, serial, or case number was collected or referenced.
  • Agent did not verify success of reset or access to UI before ending call.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Did not collect product serial number or verify model despite troubleshooting.
  • Failed to reference or create a HappyFox case.
  • Provided incorrect admin URL (192.168.1.1) for MBE7000, which uses myrouter.info.
  • Gave vague reset instructions without confirming duration or correct LED behavior.
  • Abandoned call mid-troubleshooting without confirming resolution or scheduling callback.
  • Failed to respond to customer's repeated requests for clarity and microphone issues.
  • Did not verify warranty status or support eligibility.
  • Did not confirm whether the customer could access the admin page after reset.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The agent did not confirm resolution of either the slow internet speed or the inability to access the interface; the call ended with the customer still unable to log in and no verification of success.
R2 Partially Met Diagnostic thoroughness conf 92%
The agent asked about LED status and initiated a factory reset, which is a relevant step for UI access issues, but skipped foundational diagnostics like power cycling the modem, checking WAN LED, or testing speed directly at the modem.
R3 Partially Met Correct resolution path conf 90%
Factory reset is a valid last-resort step for unresponsive UI, but the agent failed to address the separate speed complaint, making the resolution path incomplete despite correct application of one troubleshooting method.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process was followed: the agent did not isolate whether the issue was with ISP, modem, or router, nor did they ask about connection type, perform a direct modem test, or verify WAN status.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used—no attempt to access the router dashboard remotely, verify speed test results, or check logs—even though the issue involved both UI access and speed, both of which require tool-based validation.
T3 Met No misinformation conf 97%
The factory reset instructions (hold reset until LED flickers off, wait for solid blue) align with KB guidance for MR series routers like the MR7350 (assuming model is MR7350 based on context).
Communication
C1 Not Met Clear & professional language conf 96%
Frequent long silences, abrupt transitions, and the agent’s decision to disconnect without confirming next steps or ensuring customer readiness demonstrate poor call control.
C2 Not Met Confirmed understanding conf 97%
Agent used technical terms without confirmation, failed to adapt to customer’s repeated 'I can't understand you,' and did not adjust pace or rephrase despite clear comprehension issues.
Customer Ownership
O1 Partially Met Ownership & empathy conf 93%
Agent stayed on the case and proposed a plan (reset), but abandoned the call without verifying completion or outcome, breaking ownership at a critical point.
O2 Partially Met Proactive follow-through conf 88%
Agent stated they would disconnect and call back in five minutes, but never confirmed if this timeline worked for the customer or followed up within the call; commitment was incomplete.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or observable; this appears to be the first interaction on this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
The issue—unresponsive UI and slow speed—was within L2 scope; a factory reset is a valid non-escalation path, so the decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, and none was warranted given the troubleshooting path pursued.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy for customer frustration, failed to acknowledge repeated difficulties, and made a dismissive comment about the microphone instead of adjusting delivery.
X2 Not Met Tone & rapport conf 97%
Agent continued in the same tone despite customer stating 'I can barely hear you' and 'you're rattling,' showing no adaptation to tone, clarity, or emotional state.
X3 Not Met Overall experience conf 96%
Customer had to repeat information, perform a complex reset manually, and endure a dropped call—all avoidable with better communication, remote tools, or clearer guidance.
Call Transcript18 turns · 18 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Uh, hi Michael. This is Balor Form Linksys Customer support team level two and this call is recorded for quality assurance purposes. Hello, sir. Uh, hi Michael. I'm calling about your M7000, is this the best time for us to uh work with the device sir? Yeah, I am seeing two concerns here. Uh, slow internet speed, at the same time unable to access the interface. Uh, Michael currently, uh, as we speak, uh what is the LED status of that nodzer? Uh, the power though? Uh, I'm asking the, uh, LED status sir, the color of the light on top of the router? [silence]
00:00
Speaker 2
Hello. Yeah, that's fine. I can't understand you. What was your question? [silence]
00:00
Speaker 1
okay. Oh. whoa.
01:00
Speaker 2
Hold on, let me go in and see is it when I it was working fine and all the stuff is working fine. um, when I unplugged the modem from the router, it turned red. So, I mean, we expected that. Where is this thing I'm looking for. oh. So, I assumed that here, I assumed that when I plugged it back in, it was green or white or whatever color it's supposed to be.
01:00
Speaker 1
It's why. Okay. Now, um yeah I want to double check this okay because uh the the last instruction given by the level one tech is to disconnect that now it turns solid white. Can we uh reaccess the page again sir? Like typing the 1 92.1 6 8.1. In your case, it might be different. Yes, sir. Okay. Uh, I see.
03:00
Speaker 2
that's not my IP address that's not my IP address but we have tried to attach uh we have tried to access it in numerous different ways and it didn't work how's your address or
03:00
Speaker 1
To reset the parent node, there. By the way, um, before we do that, okay? I'm sure you know the exact Wi-Fi name and a password for this network, right? The exact spelling of the name. Yes, okay. Just making sure because I know there's a device already connected to that. Now once we put it back later, okay? Um, they will just reconnect. Okay. Anyway, um, let's start. So, um, let's, uh, let me just give you the instruction to reset that one. And one more thing, um, if we're going to reset the parent node, sir, um, your phone right now talking to me is not connected to that network, right? I'm just avoiding for us to be disconnected. Perfect. Okay. So to reset it, um, the sidebar. [silence]
04:00
Speaker 2
(hands phone to other person)
04:00
Speaker 1
Simply press and hold the reset button at the bottom, and to ensure that it's properly reset, the behavior of the LED status should flicker while pushing the reset button still, and then until it gets off, no light, and wait for the solid blue, and that's the time that for let go the reset button. Very good question, sir. Actually, it does. Yeah. Uh, we have a couple of cases resetting this one resulted. And those are ticket escalated to us. Yes.
05:00
Speaker 2
Well before we do all that they said, this is a known issue does is this known to fix the issue because I don't want to do all this stuff if it's not going to do nothing to help a couple of cases so it didn't work in every case So it did not work in every case
05:00
Speaker 1
It didn't work in every case but most of it or um resetting it will result it sir. So, uh, a lot of them actually. Just want to correct that, sir. A lot of them. [silence] Hello.
06:00
Speaker 2
A few, A few, cases worked. Yes, I'm here. The Wi-Fi might go down a little while, I might go down a little while.
06:00
Speaker 1
Yes, sir. It's the only one at the bottom, Reset button. Yep. Yes, sir. It's going to flicker until it gets off. When it's off and wait for the solid blue then let go of the Reset button.
07:00
Speaker 2
Is that the bottom? So not the middle button, but the reset button? Hold it until you see a blue light at the top. Is that what you're saying? [silence]
07:00
Speaker 1
All right. All right. We're going to wait for a solid blue, um, not a blinking blue. Solid blue means that it went back to its default settings. Okay. Um, sorry about that. Let me just try to make some adjustments here.
08:00
Speaker 2
Okay, just turn silent, though. Your microphone works very badly because you're rattling. I can barely hear you, I understand you. [silence]
08:00
Speaker 1
right there it's solid blue uh we're gonna uh configure it first mmm um i see michael um i'm gonna change my uh headset okay i'm gonna disconnect the call and call you back in five minutes all right okay.
09:00
Speaker 2
okay, so now that's reset. How do I attach how do I log back onto it? So, god, dude. I can't understand you. This is how you sound. Yeah. Yeah. Yeah. Yeah. Yeah. Okay. Fine. That's fine.
09:00