V2 Rubric Detail — 91ef3930-6ea9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 02:16
Duration
34m 27s
Contact
Madina Mohamed
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134355
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR20MS No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent instructed customer to download 'Linzess app' — a non-existent and hallucinated application, constituting a critical accuracy failure (T3 Not Met) and severe customer effort increase (X3 Not Met), meeting Fraud (D) or Avoidance/Evasion (B) threshold due to fabrication of support path.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-28.0)

V2 Grader Summary

Despite some troubleshooting attempts, the agent provided technically inaccurate instructions, invented a non-existent app, and failed to diagnose the core WAN connectivity issue. The call lacked ownership, proper escalation, and resolution, leaving the customer without internet. The 'Linzess app' directive constitutes a critical failure, triggering auto-zero.

V1 Case Analysis

MR20 router not connecting to internet post-reset; LED cycling. Agent provided incorrect reset method (5-press), referenced non-existent 'Linzess' app, and failed to resolve. Advised customer to contact ISP for modem reprovisioning.

Troubleshooting Steps
  • Asked for current LED color.
  • Instructed 5-press reset method (incorrect for MR series).
  • Guided power-cycle of modem and router.
  • Attempted to identify correct WAN port.
  • Suggested contacting ISP to reprovision modem.
Key Observations
  • Agent never collected or confirmed the router model or serial number despite multiple opportunities.
  • Provided materially incorrect instructions: 5-press reset is not valid for MR series routers (per KB).
  • Referred to a non-existent 'Linzess' app instead of the Linksys app ([08:00]).
  • Failed to verify internet connectivity after each troubleshooting step.
  • Did not check back-panel WAN LED to confirm physical link to modem.
  • Agent confirmed device was in warranty but did not leverage this for escalation or replacement path.
Positive Highlights
  • Correctly identified need to power-cycle modem and router in sequence ([14:00–17:00]).
  • Attempted to guide customer through observing LED states to diagnose router status.
  • Recognized that ISP modem might need reprovisioning as a potential next step.
Agent Errors / Gaps
  • Suggested a 5-press reset method for an MR20 router, which is not supported; MR series requires a 10–20 second hold reset (per universal_factory_reset.md).
  • Referred to a non-existent 'Linzess' app instead of the Linksys app ([08:00]).
  • Did not collect essential product information (model, serial, warranty) despite repeated chances.
  • Gave contradictory reset instructions (press-release vs. hold 30 seconds) without explaining differences.
  • Failed to verify internet connectivity after each step, including after modem power cycle.
  • Did not instruct customer to check back-panel WAN port LED (green = link established), a critical diagnostic step.
  • Misinterpreted LED behavior: cycling between purple/red/white indicates failed setup or no WAN signal, not a pairing state.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call without internet restored; agent did not confirm resolution and case closed with unresolved issue.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempted power cycling modem and instructed reset procedures, but lacked logical sequence and skipped key checks like WAN LED or cable verification.
R3 Partially Met Correct resolution path conf 80%
Agent recognized possible ISP issue and advised reprovisioning, but prematurely escalated responsibility without completing basic diagnostics on the router or WAN connection.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify WAN-side symptoms; only asked about front LED, did not inquire about modem lights, back-panel LEDs, or connection type.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — no remote access, no guidance to web UI (192.168.1.1/myrouter.local), relied solely on verbal description.
T3 Not Met No misinformation conf 95%
Instructed 5-press reset and 30–40 second hold, both incorrect for MR series; MR models require 10–20 seconds OR until LED flashes red and turns off — not five presses or 40 seconds.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but had frequent silences, unclear transitions, and lost direction when discussing app vs. browser setup.
C2 Not Met Confirmed understanding conf 95%
Told customer to download 'Linzess app' — a clear misstatement of Linksys app; used confusing terms and did not confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Shifted blame to ISP and told customer to call back after reprovisioning, without taking ownership of follow-up or further troubleshooting.
O2 Not Met Proactive follow-through conf 90%
Told customer to call ISP and 'give us a callback' but provided no timeline, agent name, or service commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Agent did not escalate despite failing to resolve issue and lacking deeper diagnostic steps; escalation would have been appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was documented as completed or initiated.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent used polite phrases ('thank you', 'have a nice day') but did not acknowledge customer frustration from repeated resets or failed setup.
X2 Not Met Tone & rapport conf 90%
Customer expressed confusion about password and connection steps; agent did not adapt, clarify, or re-engage effectively.
X3 Not Met Overall experience conf 95%
Customer forced to perform multiple incorrect reset attempts, download non-existent app, and repeat actions unnecessarily.
Call Transcript41 turns · 53 lines
Speaker 2
Welcome to link's support to ensure quality service, your me record monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.link sys.com. Please have your device serial number ready. know for assistance, please press one. Now for out of warranty products, paid support may be available depending on your issue. To hear more about your service options, please press two. Please have your device serial number and contact information ready. available kindly call back later. out of warranty product paid support option may be available depending on the issue.[silence] Thank you for calling link. My name is Nathan. I know you are checking?
00:00
Speaker 1
Yeah, I'm talking about, I was having a problem with my router, wasn't working, so I reset it. So everything which has been erased. So I'm like, why not on top of that? I need to help it to up to get it back from my internet to be working. Yes. Yes. Yeah, everything is erased. So I don't see in all my I don't see my internet it's about it's the front it's purple
01:00
Speaker 2
How do you have a how can I help you Nadina. All right. You called a while ago, right? Hmm. What have you done so far? You already did the reset. Tell me the color of the light on your router. On top of it. [silence] you want me to pretend I'm pressing the reset button? or do you want me to actually do it?
01:00
Speaker 1
It's changing color like red. And white. Changing color. Yeah. You just keep changing color. [silence] My uh. Okay, purple, it goes to red, purple, white.
03:00
Speaker 2
Tell me what is the reaction? Uh-huh. It is changing color. What is the color now? Blue. Not yet. What is the color now? No, no, when you press the reset button, do not hold, just release. Uh-huh. And tell me again, what is the color of the light right now? solid ok, so how long does it take to blink right now? still blinking, right?
03:00
Speaker 1
Yes, okay. Don't press it, right? Okay. Okay. Yes. Yes, yes, yes. Now it's blinking white. Ah, hold on. Let me see. Wait. Ah. The Wi-Fi name is WPS or linksysetup. Linksysetup.
05:00
Speaker 2
okay wait for it It will take around three five minutes wait for it do not press just wait you already press the reset button five times correct just enough underneath the router there is a wi fi name what is the wi fi name underneath the router you see it links no no no links is something like that links is 01 something Okay. Do you use a computer or a phone? [silence] It's okay. Can you connect your phone to the link as that up? [silence] Go to the settings in the phone. [silence] Um-hmm. [silence] All right. Tell me what happened on the router. Is it blue? Still purple? Okay. Good, good. [silence] Very good. That's good. Wait for it. [silence]
05:00
Speaker 1
Okay. Um, yeah, on the internet, and I see the link. Link this therapy app. But when you collected it's not working. Okay. can you open what? on the website. On the website? Oh, I don't. I don't have it. I don't have it up. Um, up. Yeah.
07:00
Speaker 2
Now, your phone is already connected to the setup, right? Lindsay's Setup. OK. Now, it's OK, it's OK. It's not yet done. Now, uh, can you open the linkage application? Linkage app. Of end the linkage app. Did you download the linkage application? Uh, not necessary. It's a mobile application. It's a linkage, linkage application. Did you, you don't have it. Mm-hm. [silence]
07:00
Speaker 1
On which side? Yeah, hold on. Hold on, please. Here's your doggy. He knows you. Okay, link. Mm-hmm. Is that it? minutes in. minutes in
08:00
Speaker 2
Can you try to [silence] I'm sorry. [silence] Download the Linzess app. [silence] Can you download the Linzess app? [silence]
08:00
Speaker 1
[silence] Yes. Yes. Yeah, yeah, I see. Yeah, I have it. It's a user PC network has no internet connection. Check router power or if there is some ISP outage. Troubleshoot or like in with a router model. Is what is my statewise.
09:00
Speaker 2
Uh., , tell me what you see again. [silence] It's a blue letter S on the black background. Do you see that one? links this up click. Load up. Good open. all right. That's okay. Tell me the of the light on the router. Is it on uh white or red?
09:00
Speaker 1
Yes. I'm sorry. Okay. Yeah, the leader, everything. Yeah, like I said, earlier I called my company, yeah, so everything it was like they told me to reset it. So they reset it, the router, everything was erased, so I don't know how, I, I don't know.
10:00
Speaker 2
All right. I will - call the internet service provider if there is an outage on their modem. I can have you call them if you'd like. Okay. I believe there is an issue on the modem with your ISP because there is no internet coming to your router. But before you call them, let's switch it to the other router. Yes. Uh.
10:00
Speaker 1
Yes, yes, it's still white, yeah, yeah. It's blue, they're both online, blue. Uh, so I have a question. And then for the, for the yellow cord, for the internet, there's a like four numbered lines. Like one, two, three, does it matter which one I collect the input? For theethernet. It has a one. And this is a serial number or the model number. Or the model? Okay.
11:00
Speaker 2
Okay. Tell me again. Is it still blinking white right your MR 20, your router? How about the modem? What is the color of the light on your modem? then do. Yeah go ahead. What is the model of your modem I can give it to me? Give me the model of your modem. The model number of your modem, not the Linksys the other one.
11:00
Speaker 1
Whoa. whale. juggle? Cadija. Cadija. Cadija. Cadija. Jen down. Oh good. Cadija. Okay. The model number is E.T. E.T. 22. two to 51. enjoy. Okay. enjoy.
12:00
Speaker 2
Mm-hmm. Yes. At the back of this one, there is a yellow cord, right? On your ET2251. Mm-mm.
12:00
Speaker 1
first figure on Allah, but then Allah, yeah, I did. Yeah, it's on the yellow sign. One one is on the internet, and the other one is on the model. Is is there's still the same, still not still the same. White, blinking, blinking white.
13:00
Speaker 2
[silence] to connect that one and it goes to your MR26. you have to connect it to the internet port. It should not be on the line number one. It should be on the yellow side. [silence] can you confirm? mmm. So, okay. Coming from your E2251, there's a cable in there, there's a cable, and then connect it to your Linksys on the yellow port. That's correct. [silence] tell me again the color of the light on top of the Linksys. is it up front in front? Is it blue or white? [silence]
13:00
Speaker 1
Turn it off. Okay. I did. Yeah, I did. [silence] They're both off.
14:00
Speaker 2
All right. Can you turn it off? Turn it off, unplug the power. Yes. Mm-huh. Do not turn it on. Just plug, unplug it to power. I'm doing the timing, stay with me. All right. Unplug the power of your e2 51, your modem. Turn it off. Yes. So, do not turn the Linksys and then turn off the modem. Okay, let's wait two minutes.
14:00
Speaker 1
[silence] no more than okay
16:00
Speaker 2
Alright, can you turn on the the 2251 the modem? Yes, please.
17:00
Speaker 1
is get myself okay okay sure is blow let's go check the internet [ silence ] oh, it's [ silence ] [ silence ] [ silence ] it's [ silence ] it's blue [ silence ] [ silence ] yeah it's blue [ silence ] Okay. That feels good. [silence] I usually stop and fetch for this at . . . [silence] there's still no poppers it's purple yeah Press and release. Okay. Five times. Okay.
19:00
Speaker 2
All right, still magenta? The color of the light still magenta? Mm-hmm purple. Can you go to the reset button and then this time press and release one press per second and do it five times? Yes.
22:00
Speaker 1
okay. okay. okay. Okay. The Wi-Fi, I see on the setting, but it has a pass word. Like, how can I find out, find out the pass word? I see on the setting.
23:00
Speaker 2
Wait, let me try it to return. Um-hm. Let me try it again. [silence] The password is underneath that hour. There is a password underneath.
23:00
Speaker 1
Huh? Mm-hmm. Mmm. Okay. So we can change the letter on right? Yes. Okay. Let's the last one. Try the last one. You don't see the last one. Wait! Just look. Like, picture. Bye. Bye. It's cute. Okay, bye.
24:00
Speaker 2
Okay, below the router turn it upside down. The password is there. Yes, you can change that one.
24:00
Speaker 1
[silence] [silence] No, no, no, it's still white. Yeah, thinking white.
25:00
Speaker 2
Give me the color of the light now.
26:00
Speaker 1
how to connect it A laptop how can I connect to the motor how okay [silence] the laptop how can I connect to
27:00
Speaker 2
You have a computer we can test and connect directly to the modem. You have a computer you can connect directly to the modem. Can you connect the laptop directly to the modem? Uh, cannot. All right. Okay. All right. Don't do this one. Uh, we'll do it differently now. Okay. Well, what we're going to do is I need you to press and hold the reset button for 30 seconds. Can you do that?
27:00
Speaker 1
Well, click and hold, for 40 s. Okay. Okay. Okay. Yeah. Okay. I did it too. now is the [silence] [silence] and now it's purple. Um, it's all purple.
28:00
Speaker 2
Ooh. Solid purple, or blinking purple? Uh-huh. now this time, I need you to press and release one press per second, and do it five times. Press and release one press per second and do it five times.
30:00
Speaker 1
Okay. [silence] I did. [silence] Tom it white. Link in white. [silence] Those two white. [silence] Yes, the white and the white. [silence] Okay. [silence] they told me to reset the modem and then they told me up to call them again let me call them again I'm sorry mm-hmm [silence]
31:00
Speaker 2
Internet, uh, the router is not receiving any from the Internet service provider. The system already asked you to reset the modem, right? Mm-hmm. All right. All right. Can you call them, and then, okay. This is the word that you need to give them. Ask them to reprovision the modem, not reset. Reset is just ordinary. Re-provision the modem. They will remove the registration. They will ask you the MAC address, and then
33:00
Speaker 1
okay okay yeah okay okay okay thank you okay yeah youtube thank you for trying though bye
34:00
Speaker 2
they will reset. They will reset to the then give us a callback because right now you are not getting any signal coming from the modem. All right, give us a callback. We'll be here. You are within warranty. Don't worry. You are you can be out. All right then. Thanks Dina and have a nice day. and have a nice day. Bye-bye.
34:00