V2 Rubric Detail — 92fd32fc-6678-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 16:05
Duration
28m 49s
Contact
Melanie Gurley
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133254
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ 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

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall75.2% (+19.2)

V2 Grader Summary

The issue was resolved through power cycling and connectivity verification, meeting resolution and troubleshooting expectations. However, the agent provided materially incorrect technical information by contradicting their own correction of modem vs. router roles, warranting a Not Met on T3. Ownership and customer effort were well-managed, and no escalation was needed.

V1 Case Analysis

Customer had solid red LED on MR6350 router, no internet. Paid $15 support, power‑cycled modem and router, internet restored.

Troubleshooting Steps
  • Verified model (MR6350) and serial number.
  • Attempted warranty lookup; determined out‑of‑warranty.
  • Charged $15 paid‑support fee.
  • Instructed customer to power‑cycle the modem (30‑second unplug).
  • Instructed customer to power‑cycle the router.
  • Checked Wi‑Fi connection on phone and internet access on computer.
Key Observations
  • Agent gave some inaccurate technical instructions (e.g., Windows reset suggestions) that were not relevant to the router.
  • Payment discussion was lengthy and caused unnecessary delay.
  • Agent confused the router/modem roles initially but corrected later.
Positive Highlights
  • Collected model and serial information from the customer.
  • Explained the difference between modem and router clearly after initial confusion.
  • Confirmed internet connectivity before ending the call.
Agent Errors / Gaps
  • Provided incorrect troubleshooting steps (Windows reset, restore function) that do not apply to the router.
  • Initial confusion about which device was the router vs. modem.
  • Did not record a case/ticket number or explicitly document warranty lookup details.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet is working on both phone and computer after troubleshooting, says 'That's it. Thank you.' Issue resolved.
R2 Met Diagnostic thoroughness conf 95%
Agent guides customer through power cycling modem and router, checks LED states, verifies Wi-Fi visibility, and confirms connectivity on multiple devices.
R3 Met Correct resolution path conf 95%
Agent correctly identifies device is out of warranty, offers paid support option, and proceeds with full troubleshooting rather than dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies solid red LED and initiates reboot, but fails to ask key diagnostic questions like WAN cable connection or prior changes; troubleshooting is reactive, not root-cause driven.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (e.g., remote access, logs) were needed; agent used appropriate physical checks (LEDs, power cycle) that fit the hardware symptom.
T3 Not Met No misinformation conf 95%
Agent states 'No, it's the other way' when correcting modem/router roles, then later says 'Modem is the device you got from your ISP' — contradicting own correction, causing confusion.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintains basic control but has disjointed moments (e.g., 'Windows, press the power button', 'Test later') that disrupt flow and clarity.
C2 Partially Met Confirmed understanding conf 80%
Agent attempts to explain modem vs. router but provides conflicting information, undermining clarity; adapts to customer’s confusion about payment but not fully to technical level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owns the case from start to finish, does not transfer, and completes troubleshooting without deflection.
O2 Met Proactive follow-through conf 95%
Agent provides clear next steps: power cycle modem, then router, check LEDs, test Wi-Fi — all executed and confirmed.
O3 Not Applicable Closure confirmation conf 98%
No evidence of prior contact or case history; appears to be first interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and none was warranted after issue was resolved.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledges customer’s security concern and apologizes, but shows limited empathy for frustration with device failure or confusion over modem/router mix-up.
X2 Partially Met Tone & rapport conf 80%
Agent adjusts to customer’s payment concerns but maintains a transactional tone; technical confusion due to contradictory statements affects engagement.
X3 Met Overall experience conf 90%
Agent avoids asking for repeated information; uses customer-provided model/serial once, proceeds efficiently through troubleshooting steps.
Call Transcript53 turns · 55 lines
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. For current warranty products, your [silence] support team is available to help with performance and hardware issues. Please register your product by visiting register linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For current warranty products, your [silence] support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again,
00:00
Speaker 1
Good afternoon. [silence] Um [silence] My modem here, my Linksys box, it,
01:00
Speaker 2
There's a voice, but... It's very quiet.
01:00
Speaker 1
It'll come on blue and then it'll start blue flashing and then it'll go to red. So, I'm trying to decide. I don't have any internet service, so I'm trying to decide if that's what the problem is or not. Uh, the serial number is 34N as in Nancy, then M as in man, two, nine, eight, 00355. I'm looking, I'm looking.
02:00
Speaker 2
Nicey, we'll figure it out. Can you give me the serial number and model number of that? [silence] What is the model number?
02:00
Speaker 1
What, it's, is it link set up, 53D, is that, huh? I'm not sure what, I'm not sure, uh, is it 90304? It doesn't say anything on the tag on the bottom what the model number is. It gives me a, huh? Where would that be?
03:00
Speaker 2
That's the Wi-Fi name. I need the model number and the serial number. The model number. [silence] There is. [silence] It's a requirement. [silence] So at the bottom, there is a model number. There should be a model number. That's at the bottom again, bottom part.
03:00
Speaker 1
Well, these labels don't have uh they don't they have a name, a password, a recovery key, a WPS, a serial number, and a Mac address. That's all they got. I know. Oh, maybe this is it. Maybe this is it. Uh MR6350. Melanie Gurley. M E L A N I E Gurley G U R L E Y. What?
04:00
Speaker 2
all right what is your first name and last name G-U-R-L-E-Y right that again G-U-R-L-E-Y right
04:00
Speaker 1
mil gurley m-e-l-g-u-r-l-e-y at yahoo dot com [ silence ] the light on the router is [ silence ] red [ silence ] uh [ silence ] solid red [ silence ]
05:00
Speaker 2
I'm an [silence]
05:00
Speaker 1
Solid. Well, I called spectrum and they reactivate it. I've unplugged and plugged it back. I've cut the computer off. Um, that's about it. The router. Let me see.
06:00
Speaker 2
You did not reset your router, right, by pressing the reset button? Or you did? Yeah. Your linksys router. Did you reset that or you did not? Oh, no, I was just asking if you reset [silence].
06:00
Speaker 1
No, I did not. I have no idea. No, I don't remember. How how long is the? Okay, I know for sure it's been past one year.
07:00
Speaker 2
that, or you did not, don't reset it. I'm just asking. All right. So I checked the I tried to check the serial number here. Based on the serial number that you provided, it does not show any data here. So I'll probably need the receipt for this one to update the warranty when you purchased this one. You remember? Okay. If that is the case, unfortunately, it's one year for this model. Okay. If that's the case, then since the device is out of warranty, if we're going to assist you with this over the phone, you'll be charged $15.
07:00
Speaker 1
How much? How much? okay, okay. Much? yes. Okay? How much is the new router? Okay. [silence] [silence]
08:00
Speaker 2
For assistance. $15 it's non refundable. OK. Meaning to say you want to proceed. Let me make sure that you. have a full understanding what you're going to pay. This is one time non refundable technical support. and it's gonna last 60 minutes whether the problem speak or not it's going to be $15 OK. I cool. Depends on what writer we're talking here. Probably around uh 50 to 100 300 200. Yeah, $25 $250 Yeah. Yeah. Okay, it doesn't matter. [silence] uh let me know. [silence] you know that you are doing your job as a support person just don't want to talk too much [silence] yeah, proceeds yeah, I'm on your point here. No, it's not.
08:00
Speaker 1
so if you can fix it for $15, that would save me the cost of a new one. So, what is what is the difference in a router and a modem? so okay okay see I got them mixed up. I thought this was the modem and this is that right? The router is the one I got from Spectrum and the modem is the one Lixis this is the modem. Is that right or is that backwards b. two.
09:00
Speaker 2
Nh that is correct. But it's always better to upgrade router. I've had this one for more than five years now. I will try to fix that so one second. So my tools open now. Modem is the device you got from your internet provider that provides internet to your home. Router is the one that's for WiFi signal. No, it's the other way. It's the other way.
09:00
Speaker 1
Okay. Okay, this is the router. All right. So, What would you suggest a new one?
10:00
Speaker 2
link this is the router I mean don't see the let me let me double check the specs of this before I answer that oh it's a Wi-Fi 5 okay all right uh this is your MR6350 it's a Wi-Fi 5 router routers right now I think they're up to Wi-Fi 6 and Wi-Fi 6E27 Pro and then yeah it will be best to upgrade a router but if we can fix that with Si
10:00
Speaker 1
Okay, go ahead, try to fix it. Let's try to fix it. So you're going to record my router and my card information? Okay. All right. Okay.
11:00
Speaker 2
dollars that would be great you can make use of that when the decision is up to you
11:00
Speaker 1
I just don't want to compromise my car.
12:00
Speaker 2
I'm sorry, come again? Did you say you don't want to provide your card? Alright, alright, I understand. I'm going to post a recording now, okay?
12:00
Speaker 1
Yeah, I said I didn't want my card number floating throughout the internet. I'll give you the card, no, I just I just don't want my card number to be given to other people. So, No, but is it secure for me to give you my card number? Okay. Okay. That's the question. Okay, I'll give it to you, which one, when you want to it. Okay.
13:00
Speaker 2
So, you're breaking up. Did you say something? So what does it mean? You don't want to proceed? Totally understandable. In that case, I'm not going to force you. We can cancel this one. Is it secured? Yes, if that's the question. Like I said, we do not store your card information here. All right. Let me pause the recording. You
13:00
Speaker 1
[silence] [silence] 275. Okay.
14:00
Speaker 2
The billing address, no security code. All right. Charging your $[REDACTED_PAYMENT_DIGITS] now. I'm also gonna resume the recording, okay?
15:00
Speaker 1
Yes.
16:00
Speaker 2
All right, that's done. Do you have a computer that we can use or like a iPad? Which one? You have both iPad and computer. Good. On the back of your linksys router there is an internet port. Can you check if the cable is connected to that? The other end of that cable, where is it connected for? The other end of that How many ports does your modem have? Are those Ethernet ports or two voice and one Ethernet? Can you give me the the model number of your modem? What's the model number? [silence]
16:00
Speaker 1
e3 one into v1
18:00
Speaker 2
All right, let me check. If you go to your phone wifi settings, can you still see the Wifi name you created, or is it showing no more? [silence]
18:00
Speaker 1
If I go to the- settings on my phone, and look at, yes, Wi-Fi. It says Dexrut, which is what it is, ejection mode. Okay.
19:00
Speaker 2
Yeah. Yeah. All right. Turn off, you probably have done a many a time's, but we're gonna try again. Turn off the modem, unplug it from the power source. Wait 30 seconds and plug it back in to power. That's the modem, yeah, your spectrum modem.
19:00
Speaker 1
Well, forgive me to say. Let me see. The powers on, it looks like they're all lit. I did. I did. The power's on. I think it's all on. It's really, really hard to see because it's blue light and they're really.
20:00
Speaker 2
All right, what's the light of the modem now? [silence] You did unplugged that from the power source, right? Or you did not? okay. So, what's the light of the modem right now?
20:00
Speaker 1
being hard to see which one, is lit up. Um, Yes. Yes. It's red solid. Okay.
21:00
Speaker 2
Windows, press the power button Test later. Try using the restore function in the settings. Reset from the settings. You hit the reset button. Bit ancient, leave it for five minutes. May be connected again. Press it from beyond and H. Nothing. Movement. Second option is power management.
21:00
Speaker 1
okay now the now the now the router it no it's red again it was it was flashing blue, but then it turned to red again. Uh-huh. yes. yes. yes, I did. it's off. it's all but the light now is
22:00
Speaker 2
Let's see, All right, it says it's is but what about the modem is that uh power on internet on all right turn off the router and turn it back on? What's the light now?
22:00
Speaker 1
Blu δύο έντυidase.
23:00
Speaker 2
Okay, that's booting up. So, we're going to wait two minutes. Mhm.
23:00
Speaker 1
It planning, it continues to flash blue. So now it's red. Blinking red.
24:00
Speaker 2
Okay. It's gonna, uh, probably gonna take, um, two minutes to 3 minutes. Is it solid red or blinking red? Alright.
24:00
Speaker 1
it's a now set red in no now it's full it now Sally you it's now solid the mums now solid blue no that's
25:00
Speaker 2
You said you have a computer, does your computer have ethernet port? sorry, your break you're breaking out, what did you say? wait, the modem, or you mean the router?
25:00
Speaker 1
The modem is what I got from Spectrum, right? Okay. Well, I'm putting little sticky tabs on this to tell me which is which, because I can't seem to remember. Okay. It's solid blue now. The router. Okay. Well, let's see. Um
26:00
Speaker 2
correct. yeah that's the modem. Mmm. okay, good. uh... go to your phone settings, Wi-Fi settings, check check if your uh... phone is still connected to Wi-Fi. if it is, try to open a website or apps. just check if the internet is working.
26:00
Speaker 1
It seems to be. It seems to be. Yep, it seems to be. Let me see. Alright. It looks like the it looks like the the computer is working.
27:00
Speaker 2
it's working I mean the internet is working alright well let's keep the here try another one so your phone and your computer [silence]
27:00
Speaker 1
Yes, yes, it seems to be. Yes. No, that's it. That's it. Thank you. Thank you. You too. Thank you. Bye.
28:00
Speaker 2
Connected now to the internet, right? Just making sure. Uh, well, I guess that's solved the problem. Any other things I can help you with or you have questions? Very much welcome. And very much welcome again. And you if you don't have other questions, I hope you have a nice day. You take care. Don't sure. Um, bye bye.
28:00