V2 Rubric Detail — 84961e82-70bd-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 17:44
Duration
24m 30s
Contact
Kenetha Timms
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134812
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350 reconfiguration
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall45.6% (+25.6)

V2 Grader Summary

The agent provided technically accurate guidance and attempted troubleshooting with a factory reset and app setup, but failed to isolate the root cause or escalate a suspected hardware issue. While best-effort steps were taken, the lack of a clear resolution path, escalation, or follow-up plan resulted in a partial resolution. Customer effort was reduced somewhat but not fully optimized.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The router continued to show a solid red or unstable light after reset attempts, and the customer remained unable to complete setup or restore internet; no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided the customer through a factory reset and cable check, but did not perform a direct modem test, verify WAN IP, or use speed tests to isolate the issue between modem and router.
R3 Partially Met Correct resolution path conf 80%
Agent did not confirm warranty status, but continued troubleshooting with a factory reset and setup guidance — consistent with best-effort support for potential OOW devices; however, failed to fully explain limitations or offer escalation path for hardware fault.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (solid red light) and asked about power and ISP, but did not systematically test the modem connection directly or determine if the issue was upstream, leaving root cause uncertain.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used the Linksys app and verbal reset instructions, which are valid tools for this scenario; no remote diagnostics or logs were available, and the agent worked within accessible means.
T3 Met No misinformation conf 95%
All technical instructions (reset duration until light off, default IP 192.168.1.1, default Wi-Fi name on label, need for solid purple light) were factually correct per KBs.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained control and kept the interaction moving, but gave lengthy, unstructured explanations and failed to confirm understanding or summarize next steps clearly.
C2 Partially Met Confirmed understanding conf 75%
Agent used some technical terms (e.g., 'solid purple', 'default Wi-Fi name') without consistently confirming comprehension; repeated instructions when asked, but did not adapt pacing or simplify proactively.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed with the case and attempted troubleshooting (reset, app setup), but ultimately deferred to ISP check without offering a concrete follow-up or escalation, limiting full ownership.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested contacting the ISP and possibly resetting again, but did not set a clear timeline or follow-up commitment; customer was left to self-manage next steps.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Agent identified possible hardware defect but did not escalate to a higher tier or suggest RMA; instead advised ISP check, which is not a valid escalation path for a suspected router hardware failure.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was executed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed initial empathy ('I'm sorry to hear about that') and remained polite, but did not acknowledge customer frustration or repeated effort as the issue persisted.
X2 Partially Met Tone & rapport conf 75%
Agent continued at a steady pace despite customer confusion ('Slow down', 'hold on'); repeated steps but did not adjust tone or simplify language to match customer’s pace.
X3 Partially Met Overall experience conf 80%
Customer had to perform multiple resets and reconnect Wi-Fi repeatedly; agent could have minimized effort by guiding more precisely, but did provide app-based setup path.
Call Transcript44 turns · 47 lines
Speaker 1
appears. Ah, yes, ma'am. Apparently, my system is out and I need to see how to reset it without making the IP address reset. [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 one now for out of warranty products. Paid. Please have your device 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 Ice. How can I help you? [silence] Let's see. I'm sorry to hear about that. Can I have the serial number? [silence]
00:00
Speaker 1
Yes, ma'am. Um, serial number is three three, C as in Charlie, one zero, M as in Mary, two, C as in Charlie, D as in David, zero zero, five one two. [silence] I'm sorry. [silence] MR 73 If yes, ma'am. [silence] That is correct.
01:00
Speaker 2
Alright. So, here you go. The serial number you provided is... Corresponds to a model of Linksys router MR7350. And so, you only have this one Linksys product. [silence]
01:00
Speaker 1
No, I need the, I need the, uh, this, I need the router or something reset because the modem is working online, but for whatever reason, the Linksys is not connecting to the router. And I don't want to have to hit reset for it to put another IP address on it. It went out day before yesterday and it had like a yellowish, I mean a bluish red light at the front of it. It went offline or whatever and I can't get it back on.
02:00
Speaker 2
Okay. You mentioned that you want to access your router's IP address? Okay, so your router disconnected if it's not showing a solid blue light.
02:00
Speaker 1
That is correct. that yes ma'am. no, ma'am, I have not. No ma'am. [silence] It's blue in the center with red on the top and
03:00
Speaker 2
All right. Ma'am, may I just confirm if your name is Jeanetta? Right. You didn't have any power outage. No internet service interruption from your internet provider. And the light or LED of your router is still showing solid red. Is that correct?
03:00
Speaker 1
on the bottom so so i don't know how you would how you say that. Yes m'am. It's on the front and it is on the front of it. It's it's not yellow. I mean if you're looking at it the way that i'm saying i would say the whole light is red. Is red. Okay. How do i do that?
04:00
Speaker 2
Where are you looking on the light? Is it on the front of your router? Or at the back of your... On the front of... So you mean to say there are three colors on the front? Blue, red and yellow. So if the whole light is red, then it means your router got disconnected. So we will have to do a reconfiguration of your router. All right. First, we need to do a reset on your...
04:00
Speaker 1
this is gonna change the ip address, right? If I do a re if I do a reset on this then it's gonna change the IP address, that means I've got to go back around and reattach all my cameras to it too, right? I don't know at the moment. So you just saying I need to hit a reset on there? Okay. All right, so I need to hit the reset button.
05:00
Speaker 2
What do you mean? IP address. Do you have it? Mm-hmm. Yeah. Yes. But usually it's like the default IP address of your router is the same, 192.168.1.1. What's your IP address? Because we can't connect or set up your router if it's showing a solid red light, it needs to be...
05:00
Speaker 1
Okay. I just pressed it. Okay. Okay, I've done it and let go and nothing's happening. Yeah, and it's coming back blue. Hold on, maybe that done it.
06:00
Speaker 2
Yeah, present hold the reset pattern, the reset button of your router and wait until it's light. Yeah, present hold, wait until it's late is off. Once the light is off, that's the time you can let go. So when you press and hold the reset button, uh its light went off. Okay, so just wait, just wait for the light to stabilize. Uh don't do anything because your router is resetting itself. Now you may connect to it again using the default setting, because if your router is successfully reset, it will wipe out any settings that you have configured and set it back to the factory defaults.
06:00
Speaker 1
[silence] Okay. [silence] Okay. [silence] Okay. [silence] Okay. yes, ma'am. [silence] Okay, it it has gone back to a solid light and it's back to red again. Okay, wait a minute, now it now now it went back solid purple or blue or whatever color you want to call it. Yeah, now it's back blue.
07:00
Speaker 2
still bootin up. so you have to wait for its light to turn solid purple. because we need your router to have a solid purple light for it to be ready to be set up. and your internet provider, Kieta, is still spectrum, right? that's weird. it should turn solid purple. okay, let's go.
07:00
Speaker 1
You mean connect it through my phone. Is that what you're talking about? [silence] Okay, it's on there. [silence]
08:00
Speaker 2
Okay, that's good. So now that it's solid purple, it means that your router was properly reset. It's ready to be set up. Now, to set up your router, you have to connect first your device, your mobile device. If you have your phone, connect first to the default Wi-Fi name of your router. Now, the default Wi-Fi name of your router is indicated at the bottom of it. Yes, on your phone, look on your phone, on your phone Wi-Fi settings, you can see the list of available Wi-Fi network names. Look for the Wi-Fi name of your router. The default Wi-Fi name. Not your Wi-Fi name that you're using. Uh, the
08:00
Speaker 1
Okay, it's got on there that it connected the one that the light turned back red again. I'm not sure what you're asking me, I apologize. It's, but it is set to.
09:00
Speaker 2
Router's Wi-Fi name, which is indicated at the bottom of it. It should be Linksys set up or Velo set up. You check on your router's product label sticker at the bottom of it. Okay. So, you've checked your router's Wi-Fi name at the bottom of it? Hello? Okay. Uh, can you, can you check on your router first on its Wi-Fi name at the bottom of it?
09:00
Speaker 1
Yes, it is under-score L-I-N-C-sys-setup-4 A is an apple 4, which is what my phone is set to. Yes, ma'am. Okay.
10:00
Speaker 2
OK. okay all right. so you you see that Wi-Fi name on your phone and you connect to it. okay, that's good. and you will have to uh type in the password also. the default password is also indicated on your router. so better take a screenshot of it or take note of it because you're gonna need to type in the password once you connect to your router Wi-Fi name. so once you're connected to the Wi-Fi name and you've already typed in the password,
10:00
Speaker 1
So do I need to go in and... Okay, but wait, hold on one second. It automatically connected to that router and that is the password that's in there. Do I need to go in and forget it and then reconnect to it again? [silence] Yes, ma'am. [silence] No, ma'am, it's the same. [silence] Yes, ma'am. [silence] It still [silence] it is red. Yes, ma'am. [silence] [silence]
11:00
Speaker 2
Uh, put back your router. Um, check on it's light. So the password is the same? You haven't changed your password. So it's the same as the one indicated on the router, okay. That's good. So if it's connected then it's still not connecting. Um, can you check on your router's light? You mentioned that it turned solid red. Okay. Can you check on the cable? Maybe the cable was unloosen or worse, not properly plugged because a while ago it turned solid purple. So.
11:00
Speaker 1
No, no, ma'am. They are both prop-up. Yes, both of them are properly count. On the back. Yes, ma'am. Another racing. OK, hold on. Until the light goes off.
12:00
Speaker 2
Check maybe when you flip the router uncombine it. and check on its wifi name at the bottom of it, maybe the cable was loosen. So make sure they properly plant to your spectrum. Uh. right. So it's still show it's still showing a solid red. Okay. Then do a reset on that. Press and hold its reset. Yes, because we need your router to have a solid purple. It cannot be set up if it's showing um different color. Uh. press and hold its reset button. It is light will flash. Yes. Until the light goes off. Once
12:00
Speaker 1
Okay, all right. We're doing it again. So all right, I'll just let go of the button because the light went off. Yes, ma'm, I do.
13:00
Speaker 2
the light is off. Let go. Okay, so let's just wait for its light to turn back on and hopefully, its light will turn solid purple. And, by the way, Peneda, do you have the Kinksys app on your phone? Okay, that's good. So, let's just wait first for your router light to turn solid purple. Once your router light turns solid purple, you can open your linksys app on your phone. But make sure your phone is still connected to the Wi-Fi name of your router.
13:00
Speaker 1
Okay, it's blue and it's blink, it's kinda doing like a real slow blue, like a purple blink, slow. It's not solid, solid. Okay, now it's purple, or blue or whatever you want to call it. Okay, so I am connected to it.
15:00
Speaker 2
Coming on. Okay. Okay. Now connect your home to the default Wi-Fi name of your handset and then, once you're connected, open your link app. Then open your links app. When you open your links app,
15:00
Speaker 1
All right. No, I have an iPhone. I hold it. Okay, you're going to have to hold on. Okay, you're going to have to hold on. Slow down. it still blinking, it is not turned solid again yet, and my Wi-Fi is not connected on my phone. It's like it connects and then it looks it. Okay, it just turned back. It just turned back. Okay, on. Okay, hold on. Okay. No.
16:00
Speaker 2
[silence] Tap Setup a new Wi-Fi network or launch Setup. If you're using Android, select launch setup. Okay, then select Setup a new Wi-Fi network. Once you select Setup a new Wi-Fi network, tap built-in and mesh routers and then just follow. Okay. So there is a, okay. Then proceed on the app. I think your internet connection is unstable because your router always disconnect. [silence]
16:00
Speaker 1
Uh, I just called spectrum and everything is good with it and it's online. It's not the, it's not on spectrum's side. She just, she just checked it. I just called them and she just checked and everything is online.
17:00
Speaker 2
Yes, but you see internet connection is always okay with your internet service provider, but the thing is you're using a Spectrum modem. There could be an issue with the modem you're using. It could be a hardware issue because your internet is maybe okay, but they don't know if your modem is okay because your modem is a physical device. And there is a hardware. Yes, but yes, it's given that it's online because your router is connected to your modem. But the thing is that even though if you have internet connection, if the modem you're using has a defect or it's hardware has [silence]
17:00
Speaker 1
And I've determined this by how. I just know it went out two days ago and my internet my wi-fi has not been up for two days. Okay. It it it's red again. It's red again. It just went blue.
18:00
Speaker 2
uh... yes, because uh... your router got disconnected. For your router to be connected, it should show a solid blue light. So, since it's not showing a solid blue light, so normally, you could not connect. So, if it's showing a... solid red, it means that your router is not getting any So, I think it could be a hardware issue of your router. If it's not your router, then it could be your modem. Maybe there was a power outage, or if not the power outage, a short circuit happened that may have damaged could be your modem or your router. Because it's not normal that its light changes frequently. It should have stayed solid purple since we have done a reset on it. And it should only turn solid blue once it's connected and online. And it will only start blinking if we have already done the [silence] So, when you're on the app, when you select to set up a new YFI network and top on developed and mesh water, there will be an on-screen instructions and you just need to follow that and your row order is will then be set up completely. But since your row order is showing a disconnection from time to time, it's light changes, then you will know, you will not be able to proceed with setting it up.
18:00
Speaker 1
Okay and we don't know why it keeps disconnecting. I mean is it is it So I'm I'm on a limb one spot. Is it the modem? I'm I'm I'm I'm And how do I determine that since both of them are through two different companies? [silence]
21:00
Speaker 2
[silence] I'm using the Linksys app, because your router keeps disconnecting. As I've mentioned, it could be an issue or hardware defect on your router or the modem. Well, you will know that because your router keeps changing its light behavior. Your router should stay solid purple because we haven't yet started setting it up. It will only start to flash or blink its light when we start setting it up, but we haven't yet set it up. We're still opening the Linksys app and
21:00
Speaker 1
OK. Well, our, our outage. There has been no power.
22:00
Speaker 2
Your router's lights already change in slight behavior. So it could be an issue with your internet connection, your modem, or it could be the router itself. The LED of your router has a defect. So maybe something happen when your router got disconnected. It could be a short circuit or a power outage. Or maybe the cable you're using may be faulty. Then it could be the short circuit because sometimes the electricity, you don't know when short circuit happens. But if it's not then the only thing we could do is to contact your ISP to check on your modem if there's no hardware issue of your modem. Once you have confirmed that the modem's okay, maybe you could reset your router. Uh-huh. Now, contact your ISP.
22:00
Speaker 1
[silence]
23:00
Speaker 2
It is no hardware issue on your modem. Then, it could be anan LED defect on your router or its hardware itself. Or it could be a firmware issue. Maybe your router was not updated. Yes? Did they come to your place and check your modem? You have to know. Yeah, you have to know that the modem is a hardware, a physical device. Someone have to check on the physical device because they can say that your internet connection is okay because they can check it by their line cables that connects your modem to their headquarters or the what they call the
23:00
Speaker 1
Okay, I'll figure it out. Okay. All right, I'll figure it out, thank you.
24:00
Speaker 2
the satellite or cable connections. so they can check that, uh, and they could verify that you have internet connection. but to check on the hardware of your modem, uh someone have to check on that personally, check the modem, because the hardware, it's a physical device.
24:00