V2 Rubric Detail — 9771e546-645a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 23:26
Duration
38m 56s
Contact
Maddison Cook
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00132867
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7500_Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: D — Fraud: Agent misrepresented support policy by claiming phone assistance now requires payment, which is false per KB guidelines. This constitutes a material misrepresentation of service terms.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.81/5
Technical2.19/5
Communication2.50/5
Ownership1.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The issue was resolved as the customer reported a stable blue light and disengaged positively. However, the agent provided technically inaccurate advice (5-press reset for MR7500) and committed a critical failure by falsely stating that phone support now requires payment, triggering an auto-zero for Fraud (D). Despite resolution, the interaction violated core compliance policies.

V1 Case Analysis

Customer reported no Wi-Fi for four days with a red LED on an EA7500 router. Agent explained LED meanings, advised checking modem connectivity, and suggested reinstalling via the Linksys app. Customer reported a solid blue LED post-reinstall but did not confirm internet connectivity. Agent offered paid support and emailed reinstall instructions.

Troubleshooting Steps
  • Explained LED meanings: red = no internet, pink = factory reset, blue = internet detected.
  • Advised customer to verify modem connectivity by connecting a laptop directly.
  • Suggested reinstalling the router using the Linksys app.
Key Observations
  • Agent did not confirm the router model number despite the customer stating it was an M7500 (EA7500).
  • Agent incorrectly referred to the Linksys app as "Nlinks."
  • No verification of internet connectivity was performed after the LED turned blue.
  • Agent did not confirm whether the customer's Spectrum modem required PPPoE or VLAN settings, which could affect WAN connectivity.
  • The 5-press reset suggestion was not clearly tied to the EA7500 model, which may not support this method.
Positive Highlights
  • Correctly identified LED meanings (red = no internet, pink = factory reset, blue = internet detected).
  • Advised the customer to verify the modem's internet connection.
  • Offered both paid support and a free email with reinstall instructions.
Agent Errors / Gaps
  • Did not confirm the router model number (EA7500) despite the customer stating it.
  • Incorrectly referred to the Linksys app as "Nlinks."
  • Did not verify internet connectivity after the LED turned blue.
  • Provided a generic 5-press reset suggestion without confirming its applicability to the EA7500 model.
  • Did not confirm whether the Spectrum modem required specific ISP settings (e.g., PPPoE, VLAN tagging).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms the router light is now stable blue and says 'I think I figured it out' and 'I guess I don't need anything,' indicating resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified red/pink lights and suggested checking modem and reinstalling via app, but did not verify WAN connection, power-cycle sequence, or confirm ISP credentials — skipped key steps.
R3 Not Met Correct resolution path conf 93%
Agent incorrectly stated 'any assistance over the phone is no longer for free' and introduced a paid support fee, contradicting the OOW best-effort standard which requires free troubleshooting even if no RMA is available.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent correctly interpreted red = no internet and pink = factory reset, but did not ask targeted questions (e.g., modem status, ISP type, WAN IP) to isolate root cause.
T2 Met Appropriate tools / resources used conf 95%
Issue was visual/light-based; no remote tools or logs were necessary. Verbal guidance was appropriate and sufficient for the scenario.
T3 Not Met No misinformation conf 94%
Agent said 'press the reset button five times' — this is incorrect for MR7500 (an MR-series model), which uses a standard 10–20 second reset, not 5-press pairing. Also falsely claimed phone support now requires payment.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and asked relevant questions, but disrupted flow by abruptly introducing a paid support option without prior warning or framing.
C2 Partially Met Confirmed understanding conf 83%
Agent used terms like 'factory set' and 'reinstall' without confirming understanding; customer was confused and apologetic, but agent did not adapt language or check comprehension.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent stayed on the call and offered help, but introduced a paid service that wasn't required and did not follow through on sending email instructions.
O2 Not Met Proactive follow-through conf 88%
Agent mentioned sending email instructions but did not confirm who would send it, when, or what it would include — no clear next step or ownership established.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff context needed.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — issue was basic setup after reset and was resolving during the call. Decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent did not acknowledge customer’s frustration, repeated reset attempts, or travel context — no empathy expressed despite clear signs of stress.
X2 Not Met Tone & rapport conf 90%
Agent used a scripted, transactional tone and did not adjust to customer’s hesitant, apologetic pace or emotional state.
X3 Not Met Overall experience conf 91%
Agent increased customer effort by introducing a paid option and did not streamline help — promised email instructions were not confirmed or sent.
Call Transcript15 turns · 15 lines
Speaker 2
Welcome to [silence]. 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. [silence] For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's 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. [silence]
00:00
Speaker 1
[ silence ]
10:00
Speaker 2
Hello. Thank you for calling Linksys. My name is Belle. Is this your first time calling? [silence]
32:00
Speaker 1
Uh. uh. Uh. And then can't c a and t. uh@gmail.com. Um I think this is the one. Um, but Yes. It is. All right. Four, five, C. One, zero. X. Y one five, seven. Five. A.
33:00
Speaker 2
May, may I have your first and last name please? [silence] Yeah. [silence] May I have your email? [silence] So that's Madisyn Kent email @gmail.com. Okay. [silence] And what is your current phone number? [silence] And how many lines does this device do you have? [silence] May I have the serial number?
33:00
Speaker 1
M 27B 0 1 9 1 1. It's M 7 5 0 0. Spectrum. Hmm. Um, for the past, like, four days, we just haven't had Wi-Fi and it's just been pink. And I've done, like, what I've normally done, but I don't even know if like it's working right now. It says I have Wi-Fi through the links we set up, but not through our Spectrum anymore. So, I was like, what? I was just confused.
34:00
Speaker 2
what's the model number? And who is your internet service provider? All right, tell me how I can help you with this Linksys router. For the last four days, now it was pink. [silence]
34:00
Speaker 1
Well, I've also just like not been home, because I went, like I traveled out of state. So my roommates were just, like, dealing with it. And I told them to go read a book or something. And so, um, hold on. I was also, like, messing with it on the app, too. I reset it a bunch of times and I uh, oh my gosh. Like I turned it off, like, both devices, 'cause I have, like, the router and the modem. And then I turned off both of them, like, on the switch. And then I unplugged them all. And then, like, I also held down the reset button. But right now, on my phone, it says it's creating login access. And I think, 'cause, like, while I was on hold, I was, like, sitting here messing with it, too, to to see if I can try, like, one last thing. So, I, I might have fixed it. It's still working on it. But that's just my end of things. Sorry. Sorry.
35:00
Speaker 2
Okay, how did you reset it? Mm-hmm. Okay. Okay. Solid pink means it went to factory set.
35:00
Speaker 1
Really? OK. OK. red. It was red. Yeah. Yes. Red light.
36:00
Speaker 2
[silence] shows It means you have factory reset Nlinks router. That's why what you can see on the Nlinks app, it allows you to set up again, run the setup or installation again. Because if you held that reset button for a long time, it goes back to its original settings which means you need to reinstall the Nlinks router. I think you are almost there. Yeah, you can set it up continue through Nlinks app, but you can also set it up by just pressing the reset button five times. But what we want to know is what was really the light color before it went to pink? Did it showed red or blue? [silence] Red light, sorry. [silence] The red light, it means there's no internet connection. The Nlinks doesn't have internet connection from [silence] the modem. [silence] So, um it's already been reset. You can
36:00
Speaker 1
OK. [silence] OK. It's blue now. [silence] Oh. [silence] It'll uh - I wanna say like at least like five years. [silence]
37:00
Speaker 2
just reinstall it again. It should turn to a stable blue light after that. But if it's still red, you can double check the modem. Usually, you can connect a computer or laptop wired directly to the modem, just to check if there's internet connection, because the Linksys router will really show red light if it doesn't have internet from the modem. So, may I also, yeah, you can just set it up using the app actually, yeah. If you see it as a pink, that means it's to its original settings. You need to run the installation again and just follow the steps on the Linksys app, yes. By the way, how long have you been using this router? I see. It appears here it's already been out of warranty, so. [silence]
37:00
Speaker 1
Okay. I think I got it. I think I figured it out. I think I just had a threat and a call or whatever. Yes. Okay. Sweet. Okay, well, then I guess I don't need anything. Thank you. Bye.
38:00
Speaker 2
[silence] any assistance over the phone is no longer for free. [silence] uh we require now a payment of $[REDACTED_PAYMENT_DIGITS] for one semiannual refundable support. But um we have also a free option. I can send you uh instructions through your email how to reinstall your Linksys router. [silence] I see. Um you've said it is a stable blue? [silence] Okay, I see. Stable blue, as long as it's a solid blue, that means there's internet connection that's been detected. [silence] All right. Okay, thank you so much for your time. [silence] All right, bye bye.
38:00