V2 Rubric Detail — 8e0e37ac-7c0b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 03:00
Duration
33m 51s
Contact
Ethan Hiner-Stolhand
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00136646
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall21.9% (-6.1)

V2 Grader Summary

The agent provided partial troubleshooting and confirmed a 0.0.0.0 IP address, but gave materially incorrect technical advice by instructing a 'five-press' reset on an MR7310/MR7420, which is not a supported model per universal_5press_models.md. The agent failed to escalate the issue and abdicated ownership to the landlord, resulting in an Ownership Gap outcome.

V1 Case Analysis

Customer (MR7310) has no internet after power loss; router shows 0.0.0.0 WAN IP after reset. Advised to verify wall‑port/ISP connection and contact building owner.

Troubleshooting Steps
  • Power‑cycle router
  • Factory reset using reset button
  • Logged into Smart Wi‑Fi interface (192.168.1.1) and checked WAN status
Key Observations
  • Agent incorrectly described the 5‑press method as a factory reset, which is inaccurate.
  • Agent never verified the WAN/modem connection before resetting, missing a core diagnostic step.
  • Multiple mis‑statements (wrong model MR7420, default admin password assumption, unclear LED meanings) reduced technical accuracy.
Positive Highlights
  • Attempted power‑cycle and factory reset.
  • Guided customer to access router UI via 192.168.1.1.
  • Collected basic customer contact information.
Agent Errors / Gaps
  • Misapplied 5‑press method (described as reset instead of escalation).
  • Provided wrong model number (MR7420) after customer gave MR7310.
  • Did not confirm ISP/modem status or test the wall Ethernet port directly.
  • Assumed default admin password is "admin" without confirming model‑specific credentials.
  • Failed to summarize next steps clearly and did not set a concrete follow‑up or escalation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ends call by advising customer to contact the house owner; no resolution achieved and internet remains down.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed power cycle, factory reset, accessed router UI, and checked IP address (0.0.0.0), but skipped direct WAN testing or ISP verification steps.
R3 Met Correct resolution path conf 91%
Agent correctly identified device as out-of-warranty, offered best-effort troubleshooting, and did not falsely promise replacement; path aligned with OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (no internet), observed LED states, accessed router status, and confirmed 0.0.0.0 IP — logical progression, but missed key diagnostic questions about wall port functionality.
T2 Met Appropriate tools / resources used conf 89%
Agent used the router’s web interface (192.168.1.1) to access diagnostic information (IP address), which was appropriate and sufficient for this scenario; no additional tools were strictly required.
T3 Not Met No misinformation conf 97%
Agent instructed a 'five-press' reset on an MR7310/MR7420. According to universal_5press_models.md, these models are not listed as compatible with the 5-press method. This is materially incorrect technical guidance.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent silences, unclear transitions, agent lost control during reset sequence and failed to frame next steps clearly.
C2 Not Met Confirmed understanding conf 94%
Agent used confusing terms like 'five Presher', repeated unclear instructions, and did not confirm understanding; failed to adapt to customer’s confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent deferred responsibility to the house owner without exhausting all internal troubleshooting paths or offering further support options.
O2 Not Met Proactive follow-through conf 95%
No specific timeline or follow-up plan provided; only suggestion was to 'call later tonight or tomorrow' without commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
After factory reset and confirmation of 0.0.0.0 IP, the issue pointed to possible hardware fault or deeper configuration issue; escalation to engineering was warranted but not initiated.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No expression of empathy or acknowledgment of frustration; interaction remained transactional despite customer repeating efforts.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust pace or clarity despite customer confusion; repeated unclear instructions without checking comprehension.
X3 Not Met Overall experience conf 95%
Customer had to repeat model number, serial number, and network name multiple times; agent failed to document or reuse information efficiently.
Call Transcript51 turns · 54 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
Hi. Um, I, my, uh, my router became unplugged from my wall through the Ethernet cable and I plugged it back in and it is showing up, like my things can connect to it, but there's no internet. And I'm not sure how to fix the issue. Yes. Yes. Can you hear me?
05:00
Speaker 2
yes thank you for calling lincx access this will be how can i assist you Oh, you just unplug it, sir, from the wall and it stops working after. Did you like press the reset button of the router? Oh, I guess you because if you reset the router then after that it will set back to its default settings. So, it's disconnected now from the modem, sir.
05:00
Speaker 1
That's what I thought. That's what I thought, but it is showing my like my normal network name on as like something I can connect to. Yes. Yes. I just hit the red reset button. Just a one. The model number is M R 7310. The serial number is um, okay, the serial number is 36
06:00
Speaker 2
So, after you reset, the Wi-Fi name is still showing on the device. It's still broadcasting. How did you reset the router? Let's see. Okay. And how many routers do you have, sir? And what's the model number? MR7420. How about the serial number? [silence]
06:00
Speaker 1
[silence] Yes. Um, it is just through, like my apartment building, . Correct. Yeah, they I have just, I just have the router that's plugged into the Ethernet. Yes, correct. And the wall port is what was disconnected.
07:00
Speaker 2
uh- huh. Uh-huh Let me repeat. 3 Y I mean sorry, 36Y for Yankee, 10M for Mike, 21C for Cat, 00877. Okay, sir, just give me a time. Let me check the serial number. And who is your internet service provider? uh, so you are connecting to the Wi-Fi uh they honor of the house. You don't know who's the provider? Uh-huh. Uh I like a wall port. Uh-huh Uh- hmm.
07:00
Speaker 1
I'm from sure. Okay. Okay. It's 208-860-6306. Ethan, E-T-H-A-N.
08:00
Speaker 2
Okay. And this is your first time calling linksys? Okay, Sir, how about this one? Since this is your first time calling linksys, allow me first to gather some of your information to create your case on our system, okay? So let's start that away Sir with your phone number in case we got cut off, then I can call you. So 806-06, and then first name? Okay, so let me just spell it out. So that's A.
08:00
Speaker 1
Yep. Hiner hyphen stol H-A-N-D. D as in dog. It is E hiner s t o l h a n d google at
09:00
Speaker 2
[KEEP_UNCERTAIN] and N. Affirm. And the last name? Affirm. And uh, can you repeat the last name, sir? Slowly? AFFIRM. B. Is the last letter B. For boy. Affirm. So S. T. O. L. A N D. And how about your email address? Okay, so it should be the initial of your name, so E-dot, hyena dot estalhand at gmail.com. and uh provider again. Internet server. Ah, I mean you are using just on the, owner of the house. So, since disrout, by the way sir, okay? Since disrouter belongs to the end of life, like end of warranty already. But I can, we can still like do a trouble shooting on this one. Okay? Just a basic trouble shooting, but if in case the uh router will not work sir, so there's no more replacement okay or a refund. This since this is out of warranty and then it hits to the end of life sir. And then also for us to like isolate the problem, cause it will take us around circles here. So we need to isolate the concern right away. We need to check the internet port or the wall port, where this router is connected and you don't have
09:00
Speaker 1
Correct. Yes. I do not. It is an iPhone. Like, the customized name? Uhm, it is T-H-E space B-A-T-A-V-E. Correct.
11:00
Speaker 2
a modem. You don't have a modem right? just a wall port. Okay. Sir, do do you have a laptop or a computer that we can wire straight to that wall port? Okay. Let me just try. What phone are you using, sir? Is it Android? Is it iPhone? You mentioned that you reset the router, but the customized name it still are showing right there. Uh, sir, what's the name of your Wi-Fi? Uh-huh. And it's still showing on your phone, right?
11:00
Speaker 1
It's, It is, um, so there is a uh, at the front where the ethernet plugs in, there is a green light that is on and then there is a yellow light that flashes about every two seconds and then the back there is a flashing light that is like, uh, yellow-ish black. Um, I is yellow, but there are lights that are on. [silence]
12:00
Speaker 2
Okay, the router, sir, is still connected to the wall port right now. And the light, the light indicator on the front is solid red. Uh huh. Uh huh. Uh huh. This device, sir, is this the white device or is it the black one? Uh huh. So you can see this like a red light in front. Uh
12:00
Speaker 1
on Right. Yes. Mm-hmm. Yes, yes it is plugged in. And then
13:00
Speaker 2
Okay, hold on. Okay, hold on. Okay, hold on a second. Can we just power cycle the router first? Power it off, then power it back on. and then observe what's the light, but make sure the internet cable is connected on the internet port at the back of the router, okay?
13:00
Speaker 1
It is plugged in, it is plugged into the right port. Yeah. Uh, yes, the light, the yellow light is flashing, the green light is solid, and there is now a blue light at the front. Okay. Um B. Yeah, so it is, it is connecting, but it is saying that there is no internet connection,
14:00
Speaker 2
right now all the lights are firing. good. there's a blue light now. can you check sir, try to first also restart like, just power off and on the Wi-Fi on your phone. make sure your phone is connected to the Wi-Fi and test. could be tested the Wi-Fi is working.
14:00
Speaker 1
Yeah. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] It was, now it is red. [silence] [silence] It's a solid red. [silence] [silence] [silence] [silence] Uh, like the name.
15:00
Speaker 2
no internet connection and you are still connected to the WiFi name the WiFi name, right? you know he cause it's really hard for us not to reset the router if this is the case now because we cannot isolate we cannot check if that wall port is working or not. But the light in front is it solid blue right now? Mm-hmm. Log out. Kindly check, sir, what's the default WiFi of the router? It's at the bottom. Yes, the default WiFi name.
15:00
Speaker 1
Okay. It is an underscore and then linkss setup D. as in delta E. as in everything and three. Um. It is not showing up. Okay. Uh huh. Okay.
16:00
Speaker 2
Mm-hmm. Okay. Can you check if the SETUP.DE3 is showing on your phone? [silence] It's not showing up. So, well, the last option right now is to reset the router. Let's just reset the router, okay? This is the way to reset. There's no time limit, sir. So, as you press and hold the reset button, observe the light indicator, the light in front, the one with a solid red light. So, as you press and hold the reset button, observe the light. The light will blink red. The light will turn off. The moment you see the blue light, then that's the time to let go of the reset button, okay?
16:00
Speaker 1
Uh, the light was flashing, now it's off completely. There was not a blue light. [silence] Keep holding. Oh, the blue light is now on. [silence] Hey! [silence] The blue light is now flashing and the internet lights are also flashing. Okay. [silence] The green internet light is full. The yellow one is flashing again and the the blue one at the front is also flashing.
17:00
Speaker 2
Sure. Let me know what's happening to the light, and I can guide you. Okay then let's wait for the blue light. Yes, keep holding. Let go. Okay. Okay, let's wait till the lights are solid. Red or pink? or purple? [silence]
17:00
Speaker 1
Yes. And I just went into my phone Wi-Fi and it is showing the Linksys setup D E3. And the light is purple. Right.
18:00
Speaker 2
blinking. Okay, it means that... okay, yes. Sure, kindly, yes, this is what I informed you earlier that once the router is properly reset, the default Wi-Fi will be the one broadcasting. So kindly connect your phone to the default Wi-Fi. Sure, link to set up, and then it will ask for a password. The password
18:00
Speaker 1
Okay. Uh... Oh, it connected it without the password. Um, it is purple. Okay. Five times.
19:00
Speaker 2
What should be the password at the bottom? Pop it up or is it password protected? Okay, light indicator is still red. Purple. Okay. Since, uh, let's just try to set it up the fastest and easiest way. This is called the five press. Okay. So this is how you're going to do the five Presher. So on the reset button, so you need all the router, you'll kindly press the reset button for a quick second and then let go. And it should be, uh, five times. So it should be like this. Press release. Press release the reset button of the router, five times and then just for a quick second. Okay? So press and then release right away.
19:00
Speaker 1
alright. Or five, okay? Uh, it's white and it's flashing. Okay. Yes. Would it help if I forget the network so that it okay, it it reconnected to the internet again.
20:00
Speaker 2
[silence] and also what happened to the light indicator? this is the uh iphone right [silence] okay let's just leave it like that first okay we can just leave it like that [silence] okay reconnected right away can you delete the network?
20:00
Speaker 1
the internet connection is still not working and the light on the back is blue. Okay, I've deleted it. Yes, it is asking for a password. Can you use the password that's on the bottom? Okay. Okay, it is connected.
21:00
Speaker 2
Yes. Okay, okay, okay, kind. Delete the network. Let's just make sure so that if that's the right password. you can delete the network. and then reconnect and let me know if it's asking for a password. Okay, the password. exactly. Yes. sir. Okay, Okay, Okay, [silence] and the light
21:00
Speaker 1
There's no internet connection. And the light is red. Okay. Yes, it was working perfectly before. and it's working in the rest of the building, just not in my firm me. Yes.
22:00
Speaker 2
Oh, no, in The--the--oh, okay. So, for this once or since we've done with this troubleshooting, actually, this is the last option to the reset and reconfigure still red. So, it's better to ask the owner of the house. You should really inform them that we've done the troubleshooting, reset, reconfigure, but still not working cuz it could be the, I, there's like a system down time from the ISP, or maybe this, um, internet port is not working. But is it working fine before? Hmm. Okay, just, also this, since it should be working by now. So, internet cable is connected properly to the internet port at the back of the router, correct? Uh-huh. And then this is plugged in to a direct power source.
22:00
Speaker 1
[silence], yes. The, the, the lights are all on, and the, the blue light is flashing. Should I connect to the, LinkS?
23:00
Speaker 2
okay, so for just one sure since you've done this troubleshooting okay reset reconfigure but still the light is solid drab, but let's just one more try this one more time just power cycle power off then power back on the router okay done with the powering off and on kirkland okay let's just give it a Ah, let's just wait until the light is stable, either blue or red, then connect. Okay, the light is still blinking. Okay. Esther, do you have a laptop or an iPad? But earlier, though, you mentioned earlier, yeah, there's only one phone, you cannot like, okay. [silence]
23:00
Speaker 1
Um, I do have a laptop and an iPad, but they can't can- they don't have ethernet ports or anything. Also, the the light on the router is now solid red. Yeah, let's let's try it. I'll I'll get my iPad. Okay, I have my iPad.
25:00
Speaker 2
to find a, an iPad or laptop. We just try to access the router setting. It's okay, sir. We can access the router setting even if the Internet is not working. We can just try. Solid read. Okay, let's just try using your iPad. Are you okay, or do you want to contact the owner of the building or the house? Okay. Okay, make sure iPad is connected to links of setup D3.
25:00
Speaker 1
using the password that's on the bottom oh yes it is it is connected yes I'm I'm using safari let's see okay one nine two one six eight dot one dot one okay
26:00
Speaker 2
Okay, and kindly open a browser if you have one. Let me know what browser they have. Okay. So Safari and kindly type in this IP address on your web browser of that Safari, sir. And then type in 192.168.1.1 yes hit enter.
26:00
Speaker 1
It took to the download links is app page? Yes. It's a sign in log in with your router password page. Okay. And sign in. Okay. Say that one more time. Oh, yes, yes, I see the Linksys Smart Wi-Fi page.
27:00
Speaker 2
okay, no need, no need to download. can you see there's two phone picture, or there's two phone image on the screen? okay, kindly click on the phone picture. and then let me know what page are you right now? okay. router password, the default router password here is admin, all in small letter. kindly try it. a-d-m-i-n. yes. and then, can you see the smart Wi-Fi tools now? are you on the Wi-Fi?
27:00
Speaker 1
Yes. It says it is not connected to the internet. Okay. It is now a the same smart Wi-Fi page. Okay. I'm now on the connectivity page.
28:00
Speaker 2
It's like around seven boxes right there. The first box is network status. Is it not connected or connected? Okay. I'll kindly scroll down below the boxes. It's at the right bottom corner. You can see it in blue text. End user license agreement. Privacy statement. Look for the two letters CA and click it. Okay. And then at the left hand side, below Linksys Smart Wi-Fi tools, go down below and click on connectivity. Yes, right there on the connectivity. Below you can see basic internet settings. You can see, see
28:00
Speaker 1
Yes. Cuh router. Umm, it does not say. that It says add wired child nodes or wireless child nodes. What am I looking for? [silence] I do not see that, no. yeah, it's, on vell, up set, up, yeah. Yes.
29:00
Speaker 2
Oh, but you click on the router setup or develop setup. OK, I guess this is cause this is connected to Ballport. It could be this is one of the child - no, but just try this one. OK. You're still on the connectivity page, right? OK, hold on, sir. Can you click further trouble shooting below? Just to kindly close the connectivity and click trouble shooting. [silence]
30:00
Speaker 1
Yes. Okay. Um, it says the IPV4 is 0.0.0.0
32:00
Speaker 2
[silence][Pause1s][silence] Just give me a minute. Let me just check. Sorry, sir. Can you go back to troubleshooting? And then click diagnostic. And then there you can see Internet address. Can you check what's the Internet address? Okay, that's the information that I really want to know. So it means sir there's no connection right now. The internet is not working case it's the internet address it's all zero. So for this one sir, thank you so much for your cooperation sir but [Pause1s]
32:00
Speaker 1
Okay. Okay. I can do that. Okay. Okay. Okay. Okay. Thank you so much. I appreciate it. Yeah, you too. Bye bye.
33:00
Speaker 2
but for this one I will be really advising you to contact the owner of the house okay you should really inform them that the IP before is all zero so it means it's not connecting to anything okay okay okay thank you sir and then right after you confirm to them because I will be all trunk line will be it's actually already close like 30 minutes ago but I just proceed to just do the troubleshooting so right after you confirm to them and then if you like and still not working okay after the effects that connection uh you can give us a call later tonight or tomorrow okay sir thank you so much sir for your time you're welcome thank you sir have a nice day
33:00