V2 Rubric Detail — 95600ff0-7bb9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 17:14
Duration
28m 28s
Contact
912-707-2322
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp0.00/5
Overall41.2% (-14.8)

V2 Grader Summary

The agent performed valid resets and acknowledged OOW status but failed to use diagnostic tools (web interface) to verify WAN connectivity, leaving the issue unresolved. Clear next steps and empathy were absent, resulting in an Ownership Gap despite ownership of the case. Technical accuracy on reset procedures was maintained per KB guidelines.

V1 Case Analysis

Customer reports no internet after moving and installing new ISP modem. MR7350 shows solid blue but Wi-Fi reports no internet. Agent performed power-cycle, incorrect reset instructions (misapplied 5-press method), and provided false LED guidance. Advised customer to contact ISP. No resolution achieved.

Troubleshooting Steps
  • Power-cycled router and modem
  • Incorrect factory reset instructions with false LED description
  • Misapplied 5-press method (not a reset procedure)
Key Observations
  • Agent incorrectly described the 5-press method as a reset procedure — it is an escalation tool, not a troubleshooting step for WAN issues (KB: universal_5press_models.md).
  • Agent falsely claimed the router would show a 'solid purple or pink' light after reset — no Linksys router uses this LED state (KB: universal_factory_reset.md).
  • Agent falsely stated that cloud/remote management has been removed from all Linksys routers — incorrect and misleading (KB: adjacent_connecting_devices.md).
  • Agent did not guide customer to access the local web interface (192.168.1.1 or myrouter.local) to check WAN status, which is a basic troubleshooting step (KB: universal_isp_modem_diagnostics.md).
  • Agent did not confirm whether the customer had already performed a power-cycle before the call, leading to redundant troubleshooting.
Positive Highlights
  • Collected serial number and customer name early in the call.
  • Performed a power-cycle of router and modem.
  • Acknowledged out-of-warranty status and correctly stated that replacement is not available.
  • Provided a next-step by advising the customer to contact the ISP when internal troubleshooting failed.
Agent Errors / Gaps
  • Incorrectly described the 5-press method as a reset procedure — it is not a factory reset and does not erase settings (KB: universal_5press_models.md).
  • Falsely claimed the router would show a 'solid purple or pink' light after reset — this LED state does not exist (KB: universal_factory_reset.md).
  • Falsely stated that cloud/remote management has been removed from all Linksys routers — incorrect and misleading (KB: adjacent_connecting_devices.md).
  • Did not guide customer to access the local web interface to check WAN status, missing a basic troubleshooting opportunity (KB: universal_isp_modem_diagnostics.md).
  • Did not verify whether the customer had already performed a power-cycle before the call, leading to redundant troubleshooting.
  • Did not confirm the router model before advising the 5-press method, which is not appropriate for MR7350 in this context (KB: universal_5press_models.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ended call by directing customer to contact ISP without confirming resolution; router still showed no internet despite solid blue light.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power cycle, factory reset, and 5-press reset but did not verify WAN status via web interface or test connection at modem.
R3 Partially Met Correct resolution path conf 85%
Agent identified OOW status and continued troubleshooting but failed to guide customer through critical configuration checks (e.g., PPPoE, VLAN) that could resolve the issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (no internet despite solid blue) and attempted resets but skipped key diagnostic questions about ISP type, WAN IP, or DHCP settings.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use the router's web interface (http://192.168.1.1 or http://myrouter.local) to verify WAN connection status, which is a critical step in universal ISP diagnostics.
T3 Met No misinformation conf 95%
Agent correctly stated solid blue = online, provided accurate factory reset instructions (hold until LED goes off), and correctly applied the 5-press method for the MR7350 per KB guidelines.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but introduced irrelevant 'private island tour' remark and failed to structure troubleshooting steps clearly.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but did not confirm understanding after complex instructions; customer repeated confusion about network name and password without adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on case throughout, performed multiple troubleshooting steps, and did not transfer or abandon the customer.
O2 Not Met Proactive follow-through conf 90%
Agent said 'you can contact them' with no specific next step, timeline, or follow-up commitment; left customer without clear path forward.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the issue was likely ISP/modem-side.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy, apology, or acknowledgment of customer frustration; interaction remained transactional and procedural.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to customer's repeated confusion about network name and password; continued with generic script without comprehension checks.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number and problem description; agent could have reduced effort by using local UI instead of relying on resets.
Call Transcript43 turns · 48 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. [silence] Thank you for calling Jesus. This is me. How Can I Help?
00:00
Speaker 1
I'm not sure if I spoke to you earlier, but I recently moved apartments and my apartment complex provided the modem that was connected to my Linksys Wi-Fi and kind of provided everything for me. I just bought the Linksys router but I moved apartments and just bought a new modem and kind of just need to set up my Linksys Wi-Fi or maybe set up a account or something with so I can get
04:00
Speaker 2
What's the serial number of this link, so you're trying to set up what's the serial number? It's on the sticker underneath.
04:00
Speaker 1
all right it is 33c10m28d0440 um do i have the Linksys router mm-hmm sure it's grifin g-r-i-s-s-i-n uh burns b-u-r-n-s zero two gmail.com. I'm Griffin. G-R-I-F-F-I-N Burns. that blue light. Okay. Give me one second.
05:00
Speaker 2
Okay, and what's your first name and last name? Okay, thank you. So what's the light indicator of your main linx ? I mean the device itself. What's the light indicator on top? Solid blue. Okay. That means internet is working if it's solid blue in the front. Try to check if the internet is active. I mean, yes, check your phone? [silence]
06:00
Speaker 1
Um, it does not look like it's working, now. Um, it says, uh, it says on my thing like my Wi-Fi name, no internet connection. [silence]
07:00
Speaker 2
But your phone is connected to the Wi-Fi, I mean, connected to the Wi-Fi, right?
07:00
Speaker 1
Mm-hmm. Try what? Okay. All right, let me just turn that off. OK. [silence]
08:00
Speaker 2
That's weird. Try to switch off your Linksys device. Just turn it off. Linksys router. You can turn it off. Once it's already off, unplug the modem too. The modem.
08:00
Speaker 1
Okay, modem is unplugged. [silence] Do you want me to turn it back on now? Should I turn it back on? Now it's blinking blue light.
09:00
Speaker 2
Four hour private island tour in New York City, 90 minute sailing during the tour about
10:00
Speaker 1
It's still blinking blue. Uh, now it well, now it's blinking red. But now it turned back to blue and now it's blinking blue.
11:00
Speaker 2
okay. Is it still solid right now? Okay. The ethernet cable is still connected securely to the back of the router, right? It's still on the internet force. Okay, the ethernet cable is still connected.
11:00
Speaker 1
And now it's back to red. Yeah, now, now it's a solid blue line and it's not blinking at all.
12:00
Speaker 2
speech. And still blinking it right now, the color.
12:00
Speaker 1
solid, blue. interesting. Yeah, it's not working. It's not letting me go to any website. Solid blue.
13:00
Speaker 2
What's the light status now in front of the router? Okay. That should be online right now, but yeah, just to make sure, you can try to visit any website connected to Linksys Wi-Fi. But it's still blue, right? Or is it changed, I mean, can you check it again, if it changed to a different color again? [silence]
13:00
Speaker 1
They're staring right at her. The snow-as. Yep. So, and we go um. What do you mean that can be are wired? [silence]
14:00
Speaker 2
That must be. And you're still looking at the MR7350 router, right? Okay. Do you have a computer that can be hardwired? It's like, this. Um, it's really weird why Linksys is still offline. So, we need to check there the modem where our Linksys is attached to. I'll just check if that's still active or not. Do you have a computer that can be hardwired? Physically connect wired. Some computers can only connect via Wi-Fi.
14:00
Speaker 1
Mm, what would it have to plug into on the modem? What would I plug it into? Mm. Mm. Mm. Mm mmmm. And, and, like, unplug it from the linksys router and plug it into the computer? Are you saying plug it, unplug it from the linksys router and plug it into the computer? No, it do it doesn't have.
15:00
Speaker 2
not via wired connection the computer. [silence] uh... see that ethernet cable at the back of the Linksys router? [silence] It is connected directly to the modem. [silence] So it's like this, modem directly wired to your computer. [silence] That's gonna be the... [silence] Yes, that's right. [silence] Unplug the ethernet from Linksys.
15:00
Speaker 1
No, it doesn't have a anywhere I can plug in uh an Ethernet cable into my computer. Yeah. Well, so today, so hold on. Today I um I also cancelled my like Linksys subscription thing with my old apartment address, so do you think I need to sign up for a new one?
16:00
Speaker 2
Okay, that means your computers are all wireless. Uh, we could try to re-set this router and have it reconfigured. It's just that there's no guarantee doing that. So press and, no need. No need, because our router is no longer have a cloud account. So even if you, um, no need to log out actually. Like all our routers is no longer associated. 18 to any emails, because there's no cloud access anymore. the router cannot be remotely managed. that feature has been removed. and that means if you want to check the settings of this router, you need to log in locally or using the router password. okay. so therefore since there's no computer that can be wired directly to the modem and your router is still lighting up blue? which means that it should be online, but you said it's not getting online? your device, did you connect it to the Wi-Fi name link ______? it's uh, it's uh, the default Wi-Fi name for this is link sys setup or unlock setup.
16:00
Speaker 1
and it is not. Hello? It's not.
18:00
Speaker 2
is that the Wi-Fi name of your okay so let's try to have this one reset um by the way this router you're calling for is out of warranty so just in case uh it's deemed defective
18:00
Speaker 1
I mean we just did that we just did that No I just moved apartments and unplugged the Linksys and stuff like that and I just got a new modem so with the modem
19:00
Speaker 2
we cannot offer replacement. We can offer a technical assistance, but yeah, when it comes to replacement, it's no longer eligible. So um, you can prior calling us, did you already do a a reboot sequence, like you turn off Linksys and you unplug the modem, wait for a just a minute, return on the modem, like that. Did you already? Ah, yeah. Uh, you did it together right now, but prior calling us, did you, like, do it on your own? Okay. And you already confirmed the internet connection at the apartment.
19:00
Speaker 1
Um I have not done that yet. Okay. [silence]
20:00
Speaker 2
yep okay we can try to reset and reconfigure this router now just in case it's still not going online then you really need to verify the internet from the apartment if it's working or not okay so you can press and hold the red reset button at the back of your router just keep holding it the LED in front will go off let go after so press and hold
20:00
Speaker 1
[silence] okay okay um, it's blinking blue right now. [silence] Oh.
21:00
Speaker 2
done resetting the router. Okay, That will have a solid purple or pink light after. [silence] blinking blue. Okay, after blinking blue, it will turn to solid purple or pink.
21:00
Speaker 1
okay now it's uh looks purple [silence] okay okay
22:00
Speaker 2
Oh, okay. It's purple now. Oh okay. So let's do the easiest way to set it up. Just press again the reset button five times within five seconds. Hello, and welcome just wait for three minutes max doing the five press reset that's the way for us to configure the nodes in a short period of time. So we're expecting to see a steady blue light again after this. We'll see.
22:00
Speaker 1
it is a solid blue line. he said check the internet.
24:00
Speaker 2
3 minutes is up and the light indicator in front. What is it? again okay which it should be online. um try to check now if you have internet. yes. check if it's online this time.
24:00
Speaker 1
So should I use the Linksys setup 2F4 name should I use the Linksys setup to F4 network name? Okay, I'm asking me for a password. Should I use the old password? What? What the old password I had?
25:00
Speaker 2
Oh, what was your question again? Sorry. Say that one more time. Uh, yeah, that's still the Wi-Fi name of your router. That's the Wi-Fi name you need to use. That sound is there, under me, exactly. Same credential. Yes. Yes.
25:00
Speaker 1
was it saying is incorrect yeah but I the Wi-Fi password is i right now it's just uh I clicked it again and now it's just says loading for me to put the password in okay now here we go AP RMK F4
26:00
Speaker 2
OK, it's still the Wi-Fi pass read that is on the stick underneath. Yeah. It's not, we were unable to change it a while ago, so it's still the same. So, ah.
26:00
Speaker 1
okay that worked um let's see if I have Wi-Fi still shows a blue line but still shows a blue line on my thing but then says no internet connection um yeah should I call them
27:00
Speaker 2
Got it. So that's, it actually, since we reset and reconfigure the router already, if everything provider confirmed, uh, that's spectrum, right? Your internet provider? Yes.
27:00
Speaker 1
Okay. All right, thank you. All right. Bye.
28:00
Speaker 2
you can contact them, just let them know that you're already called LinkSys and the LinkSys is being checked already, so that they can do their part. Maybe on that apartment their connection is no longer active, so we can check it supposedly together, if there's a computer that can be hardwired, but there is none, so you need to contact them instead. To confirm the internet. Alright. You're welcome. Okay.
28:00