V2 Rubric Detail — 97ef8d62-7624-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 14:44
Duration
41m 13s
Contact
Abbigail Janca
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135648
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.38/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall83.5% (+27.5)

V2 Grader Summary

The agent successfully restored the customer's internet connectivity via the Linksys app. However, the agent failed T3 by providing incorrect technical information, specifically citing a non-existent model (MR1350) and an incorrect LED state (purple instead of blue) as per the universal_factory_reset.md KB.

V1 Case Analysis

MR7350 reset to default SSID (Linksys Setup 624), no internet. Paid-connect service processed. Guided through Linksys app setup. Internet restored on phone and work computer after reconfiguration.

Troubleshooting Steps
  • Confirmed default SSID and connected to it.
  • Processed paid-connect service payment.
  • Guided through Linksys app setup (reset, new SSID/password).
  • Verified internet access on phone and work computer.
Key Observations
  • Agent incorrectly stated that a solid purple LED is required for MR7350 readiness (actual ready state is solid blue) [transcript: 16:00, 19:00].
  • Agent misidentified the router model as MR1350 instead of MR7350 [transcript: 19:00].
  • Agent did not verify WAN connection or modem-router cable before proceeding with app setup.
  • Payment handling involved repeated requests for card details, raising a minor compliance observation.
  • Customer confirmed internet access on both phone and work computer, validating resolution.
Positive Highlights
  • Collected essential customer information (name, email, serial, model) early in call [transcript: 01:00–03:00].
  • Clearly explained paid-connect service terms, cost, and limitations [transcript: 08:00].
  • Provided step-by-step guidance through Linksys app setup process [transcript: 22:00–30:00].
  • Confirmed internet connectivity on multiple devices before closing [transcript: 36:00–37:00].
  • Provided ticket number for future reference [transcript: 38:00].
Agent Errors / Gaps
  • Incorrect LED color requirement (purple vs. blue) for MR7350 readiness — per KB, solid blue indicates ready state [universal_web_browser_setup.md, universal_factory_reset.md].
  • Misidentified router model as MR1350 instead of MR7350 during call [transcript: 19:00], creating risk of incorrect guidance.
  • Repeatedly asked for full card details after initial capture [transcript: 12:00], increasing PCI exposure risk.
  • Did not verify physical WAN connection between modem and router before proceeding with setup, a critical step for Internet/WAN issues.
  • Failed to correct own error when router showed solid blue (correct state) but agent insisted on purple [transcript: 19:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 100%
Customer confirmed internet access on phone and work computer; agent verified setup completion and connectivity ('you have access on your internet now').
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through factory reset, LED status checks, app-based setup, and internet verification — all relevant and sequential steps.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified OOW status but made resolution contingent on payment; KB does not require paid service for OOW devices — best-effort troubleshooting is expected without financial barrier.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified the symptom (default WiFi name), asked about the reset button use, and correctly determined that the router needed reconfiguration after a factory reset.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the Linksys app as the primary tool for reconfiguration, which is the correct method for MR7350.
T3 Not Met No misinformation conf 100%
Agent provided materially incorrect technical info: referred to the router as 'MR1350' (non-existent model) and insisted on a 'solid purple' light for readiness. Per universal_factory_reset.md, MR series nodes show solid blue when ready for setup.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations about paid service, used holds appropriately, and maintained control throughout the call.
C2 Met Confirmed understanding conf 90%
Agent used simple language, repeated instructions when requested, and confirmed understanding during setup steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, handled payment and technical setup without transfer.
O2 Met Proactive follow-through conf 90%
Agent provided a ticket number and explained its use for future reference; no pending actions after call.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not acknowledge customer's frustration or prior effort; minimal empathy beyond basic courtesy.
X2 Met Tone & rapport conf 90%
Agent adjusted pace to customer’s speed, repeated steps when asked, and kept engagement high during complex setup.
X3 Partially Met Overall experience conf 80%
Agent required customer to re-enter card details despite having them earlier; also made customer repeat Wi-Fi name/password steps unnecessarily due to app confusion.
Call Transcript78 turns · 80 lines
Speaker 1
[silence] Hi. Um I'm calling because it says that I am not - my router is not currently um hooked up.
00:00
Speaker 2
Welcome to Linksys support. 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. For out of warranty, 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. Thank you for calling Linksys. This is I, talking to Happy. It's your first
00:00
Speaker 1
No, it was already set up before, um, let me see, it was already set up before. So I don't really know what's going on. Sure. Three three C one zero or oh zero M two C D O one six three two. I don't know if the O's are O's or zeros.
01:00
Speaker 2
Is this the first time hooking up your router or it was already set up before? [silence] Lee I Can you provide me the serial number of your Linksys router? All right. Uhh It's 0, or can you I'll say it again and correct me if I'm wrong. The serial number is 33 C4 Charlie 1 0 M for Mike. 2 C4 Charlie D. [silence]
01:00
Speaker 1
3-2 instead of 8-2. Yes. Yes. Sure. Abigail Janka J-a-n-k-a.
02:00
Speaker 2
for David oh one six three two. Is that correct? Oh, yeah. three three C one zero M two C D zero one six three two. Okay. Let's see here. Abraham. Allison. Your language is lot. Oh, ah can I have your name first, Ma'am?Abigail.
02:00
Speaker 1
Yes. Ask Spectrum.
03:00
Speaker 2
Ikankon. All right, thank you, Abigail. And your email address? Abby, yeah, .com. All right, uh, Abby, who's your internet service provider? Right, so your Linksys is model MR7350. That's the model of your Linksys router. And this is the only Linksys router you have?
03:00
Speaker 1
We did uhm maybe three or four days ago, and when they restored it, I started having problems it my router um went to the default settings, so when I go on when I go to um connect to the wifi, my um my wifi name is not in the list anymore, it went to the default link this one, um and I'm having trouble. Yes, so I have link this, and so my the name that comes up for like Wifi connection is link this setup 624, but I that was.
04:00
Speaker 2
And you didn't experience any power outage or internet outage? So your Wi-Fi name now is the default Wi-Fi which is indicated on your router's product label.
04:00
Speaker 1
you know that's the default I was able to connect using the linksys setup with the password that's on the back of my router but then when I tried to use my work computer to go to different websites and things I wasn't able to do it it said to check my connection that there were issues yes yes so it's looking blue
05:00
Speaker 2
And when you connected that were you able to connect to that Wi-Fi name? [silence] All right. So when you connect to the Wi-Fi name, you're connected but you cannot access a website or internet. Mhm. Uh what's the status of your router's light. LED. What's the color of its light?
05:00
Speaker 1
White or blue. [silence] Uh, Not today, but when we were having the um internet outage and I didn't know that we were having an internet outage. I did press the button to try to reset it and ever since that time it went to the default. Had I known there was an outage and they were working on fixing it, I wouldn't have touched anything, but I didn't know, so I was trying to fix it myself.
06:00
Speaker 2
And you didn't touch anything on your router or like the reset button. You didn't touch that. [silence] Okay, so that's why your Wi-Fi name revert back to its default Wi-Fi name on your linksys router. But um, since you have reset your linksys router, uh, it only means that you need to [silence]
06:00
Speaker 1
[silence]
07:00
Speaker 2
Okay. So we're setting it up again or configuring it again since you've done a reset on your Linksys router? Because it will not work without setting up again, configuring your router. But before... Yeah, I can help you with that Avi, but your router apparently is already out of warranty. Let me check. Let me verify again. Because your product is from MR series and usually MR series have a limited one-year warranty, but let's just confirm first if your router belongs to that category. If it's out of warranty, I can provide you all assistance but
07:00
Speaker 1
Okay. Okay. Okay, I will do that. Thank you.
08:00
Speaker 2
You will have to apply for the paid connect service. Mhm. Okay. So your product is, yes, MR7350, a model. So it's already out of warranty. So if you want me to help you set up again your router, you will have to apply for the paid connect service. That will cost, yeah, that will cost you $15. I have to set expectations, Abby that this is a one-time non-refundable technical support that will only last for a maximum of 60 minutes and it will not guarantee that we'll be able to resolve the issue. We can set up your router, but that doesn't mean that we could -
08:00
Speaker 1
Hey, I get that. Okay.
09:00
Speaker 2
[HUMAN_REVIEW] resolve your issue with regards to your internet connection because internet is something that is controlled by your internet provider okay all right so I'll pull up first on my cells for the processing of payment I'll put you on hold for two minutes okay thank you [silence]
09:00
Speaker 1
Yes. Yes. I am ready. okay very good. [silence] Yes Seriously. Yes I love it [silence] Yes, yes
10:00
Speaker 2
Hello. Abby. Alright. Uh, for the processing of payment. Uh, are you ready? Alright. I have, I'll have post this call recording so the, your card information will not be recorded. So it will remain confidential. Alright. the first name on the card that you're going to use.
10:00
Speaker 1
Abigail, yep. It's, yeah. Yeah. Yeah. Yeah. Mm-hmm. Yes. Yes. J-A-N-C-A, Jan C. There is a middle initial. Yeah. [REDACTED_CARD_NUMBER]. Yes. Yes. 11 of 26. Yes. 603. Silence I. Silence
11:00
Speaker 2
I typically, Jen, Abby. So your card number is? All right. Repeat it again. [REDACTED_CARD_NUMBER]. Is that correct? All right. Your the month and year expiration of your card? [REDACTED_PAYMENT_DIGITS], [REDACTED_PAYMENT_DIGITS] And the security code? [REDACTED_PAYMENT_DIGITS] Uh what about your zip code?
12:00
Speaker 1
4 2 1 8 [silence] yes that's correct [silence] okay [silence]
13:00
Speaker 2
[REDACTED_PAYMENT_DIGITS] two one eight. and your email is abbyjank<a>at roadrunner.com. is that correct? gonna put it here. all right, i'll process the payment. now, abby, I'll put you on hold for two minutes okay. thank you. [silence]
13:00
Speaker 1
Oh. Yes, I'm here. OK. good, thank you. yes Yes. OK. so, I'm gonna be go ahead [silence]
15:00
Speaker 2
[HUMAN_REVIEW] hello um waiting Abby so I've processed now the payments and section of your 15-minute dollar paid connect service and I've also sent an email or I've also sent a receipt or invoice to your email address ABJanka at rocketrunner at rocketrunner.com.com. all right now um you're welcome. Now let's proceed with your concern um your MR 7350. Let's do any reset on your MR 7355. so I need you
15:00
Speaker 1
OK. with each position and then I'll give you OK. OK. Let me try this. OK. OK. It is off. OK. solid purple? OK. it's kind of
16:00
Speaker 2
[silence] you to press the reset button on your MR7350. Press and hold, wait until its light goes off. [silence] and then you let go once the light is off. [silence] All right, so just wait for its light to turn back on. [silence] We need a solid purple light from your router. [silence] For it to be ready to be set up, it needs a solid purple light. [silence] Tell me any changes [silence]
16:00
Speaker 1
OK, right now it's blinking blue. OK, go. OK. OK. OK, sounds good. I do. I am so bad at technology, I don't know. Probably.
17:00
Speaker 2
Okay, that's good. It means it's starting up or booting up, so let's just wait till its light will stabilize soon or go steady and it will turn solid purple. Once it's light turns solid purple. Tell me so that we can start setting it up. Abby, by the way, do you have the Lynx's app on your phone or not? All right, that's good. So when you set up this router, you set it up using the Lynx's app, if I'm not mistaken, right? Hmm.
17:00
Speaker 1
Okay, now say that last part again. I was not understanding.
18:00
Speaker 2
Yeah, because you have the Linksys app on your phone. So we can set up your router using the Linksys app. And once we set up your router using the Linksys app, we will also know if there's truly an internet from your Spectrum modem because the Linksys app if it detects an internet connection from your Spectrum modem, then it will state there on the app that it detected an internet connection. So, on the Linksys app, once we do the setup for your router, it will detect if there is an internet connection or if there is an internet coming from your Spectrum modem. If it doesn't, it will prompt a message. So, we will know if it's really your Spectrum is the cause of the internet connection. [silence]
18:00
Speaker 1
No. Okay, gotcha. [silence] Alright, so now I'm looking at the router and it looks like a solid white light, but you can see a little red behind it. [silence] I'm not [silence] Yeah. Okay, maybe it just takes a little time. [silence] Okay. Okay, we'll give it a little time. [silence] Hello, any updates on the router light status? [silence] Okay, the light on the router has turned into a solid blue light. [silence] Looks like the router is ready now.
19:00
Speaker 2
That's weird. Uh, because your router is model MR 1350. So, it should show a solid purple light. If it's still blinking, then, uh, you have to wait patiently. Yeah, uh, the router is not connected.
19:00
Speaker 1
Yes, that's correct. Yeah. Yeah, that's all good. Okay. Then we'll have to, it was blinking blue. I say it was blinking blue, but now it's just staying one thing. Yes, it is steady.
20:00
Speaker 2
Connected to any other box only your spectrum on them, right? And you have put the cable connecting your router to your modem on its proper plug. The internet. Okay. Mm-hmm. So usually when we do or we set up the router, uh it will first start to blink blue. Mm-hmm. and then once it okay, go ahead. So its light is solid or steady.
20:00
Speaker 1
no. um I see a red line and a white line. okay let me see if I can go to my settings and do that okay. all right. so I haven't I have it turned off. now turn it make put it back on.
21:00
Speaker 2
But the color is not purple. Is it pink or red? Ok. Uh can you check on your router at the bottom of your router, there is a product label sticker where the Wi-Fi name of your router is stated there? Um ok, now go to your phone, on your phone Turn your Wi-Fi. Now can you turn off your Wi-Fi on your phone and then turn it back on? Yeah. Are you [silence] yes, turn it back on. Yes. And then go to the list of the available Wi-Fi network names. See if the Wi-Fi
21:00
Speaker 1
It is listed. Okay, so tap that. Okay. Yep. Okay. There's a little check mark next to my links is set up. Oh, okay. OK, it didn't ask me for the password, is that sometimes happened?
22:00
Speaker 2
The name of your router is listed under available Wi-Fi network names. Okay. Okay, that's fine. Then try to connect first on that. Yeah. Connect on that and then type in the password of your router, which is also the default Oh, indicated on your router's product label sticker. Okay, that's fine. Just connect to it and then once connected, let's open your Linksys app. Maybe it's already saved, your default WI. Oh.
22:00
Speaker 1
Okay, so let me see if I'm really connected by going to the app. Okay, let's. Um it's telling me it's telling me, please wait. Oh, and there's a circle going around and around. Okay, it says connect the router to your modem or source of internet. It's already connected, so I'm going to tap that. Plug additional nodes. That's done. Make sure everything has finished charting up. Node light is solid. Yep, that is. Now it says checking for internet. Uh now it says name name your wi-fi pick something memorable and secure. So I can pick my name. I want it to be.
23:00
Speaker 2
Pass word. When you connect, does it say connected? When you connect to your Wi-Fi? Okay. I Oh, um, so you already on. Yes, okay. Okay. Okay. Yes, you can. I
23:00
Speaker 1
Oh, good. All right, let me see what I'm just think for a second what I want it to be. Um, okay. All right, I'm going to make it. And does it have to have, can it just be a name without numbers and special characters? It can be a word. Okay. needs. I think you. submit. Okay. Okay, so, all right. So, I have the name. Now, I create my password.
24:00
Speaker 2
Yeah, you can create your own Wi-Fi name so that you will no longer use the default Wi-Fi name on the linksys. Or yeah, the Wi-Fi name, you can just use letters or numbers. Yeah. The Wi-Fi name. It's only the Wi-Fi password that needs some numbers or special character because it should be case sensitive and to make your password secured, more secure.
24:00
Speaker 1
correct. okay thank you. uh. all right now it's saying to log in. so I have to put in my email address. okay. okay. okay. [okay. oh yeah I think it's for her now]. all right gotcha. all right now it says use the password to complete setup without an Internet connection. router password
25:00
Speaker 2
mm-hmm. yeah. yeah. Okay. Or can you or skip that if it's asking you to create an account? You can actually skip that so that we can proceed on setting up. Mm.
25:00
Speaker 1
Okay, so I have to write this down so that I, so when I'm using my, when I'm using my Linksys app, I have to have a router password. Okay, I'm writing. And I got to, okay, and I got to make something, correct?
26:00
Speaker 2
Okay, so you need to create a router password for your Linksys app. So, it's different from your Wi-Fi password. The router password is the one you use to log into your Linksys app. Mm-hmm. That's the password. Yes, that's the password you need to create. Yes, it should be case sensitive with letters and numbers and special characters and make sure they're not repeated. Mm-hmm.
26:00
Speaker 1
Okay, it's telling me to wait a moment. It says it's configuring my Wi-Fi. Okay. Okay, it says it's still configuring.
27:00
Speaker 2
Okay, so let's just wait. It's configuring your network, or your Wi-Fi all right. Let's just wait. And while we wait. [silence]
27:00
Speaker 1
it's solid blue. no, it's not. it's dark. it's like salad. uh-huh. okay, now it's uh, now let's connect to your new Wi-Fi. okay, I'm gonna try it. let's see. uh-huh. okay.
28:00
Speaker 2
you can check on your router. s light if they're blinking. So it's no longer the light color it has previously A while ago. Okay now go back to your phones. O Wi-Fi settings and connect to your new Wi-Fi. The one you created. and then you also type in the new wi-fi password.
28:00
Speaker 1
Okay. Alright. Let me see. I'll go back to the app. Okay, I'm back to the app. Tap next. Okay. Okay now, I see a picture of it. Can I say next? Okay.
29:00
Speaker 2
once you're connected, go back to your link. Yes, tap next. And it should route you to your router's dashboard or home page. Can you see now your router? Okay, does it? Yeah, next.
29:00
Speaker 1
okay now it says um help us help you automatically send error reports to linksys okay okay okay okay okay okay okay it says that my Wi-Fi is ready and it says connect your devices to your new Wi-Fi yup on my phone okay so there's a little button down there that says go to dashboard do i need to do that okay allow lisas to find devices on local network I can say allow um okay so it's
30:00
Speaker 2
Just check that and proceed next. Check that box and then click next. Okay. So, since you have connected your phone already to your Wi-Fi name, try to open a website or browser, Google.com or YouTube, any site you want to. Yeah, on your phone. Yeah, you can also click that go to DSP that you can see your router set up. Yes. [silence]
30:00
Speaker 1
Okay. All right. Okay. Now it says, um, so I have iPhone router and then iPhone says offline. And my Jenga one says offline. So, all right, let me try to go Go ahead. Okay. All right, can I try connecting my other devices?
31:00
Speaker 2
So, it's showing you it's showing you the devices that are connected and those devices that shows offline, they are not yet connected to your new Wi-Fi name. Once they are connected, it will show on your router's dashboard online. So, if it's it means they're not yet connected to your new Wi-Fi name. [silence] Yes, but first, let's uh open first a web browser.
31:00
Speaker 1
Okay. Okay it says at the top here test internet speed and there's a little go button. Okay. Yep I'm working on it.
32:00
Speaker 2
Could you finish or a website on your phone since your phone is already connected, so that we can confirm if there is an internet from your probability battery. Okay, let's just uh forgo with that app. Oh, we need to confirm first if you have an internet connection. So, open a web browser. Open Google Chrome or Safari or Firefox or Edge. Yeah. And then go to your website, YouTube or Yahoo or Facebook. So that we can confirm if you really have an access on your internet.
32:00
Speaker 1
[silence] right. [silence] give me a just a minute here. [silence] I'm sorry it's taking me so long. Yeah, we're making some. I'm trying to to log into something I will need later. So I, it's kind of important to me.
33:00
Speaker 2
Oh, what's, uh, good is that we, uh, have already set up your Linksys router and you've already connected. Mmhmm, yes. Mmhmm. but if you can already open the site then it means you're already connected
34:00
Speaker 1
Okay, let me, I'm sorry. Just so crazy. I'm going to try a different one just to be a little quicker. Okay, that's neat. Okay, YouTube channel. Say.
35:00
Speaker 2
... connected to your internet. Yeah. Yeah. And also, when you were on your router's app on the dashboard, it should have, uh, tell you that your network or your Wi-Fi name is connected to internet and is online. Well, your Linksys app, if you go to your Linksys app, uh, menu, or dashboard, or home page, you will see there, uh, the devices that's connected to your Wi-Fi and your Wi-Fi name network status, if it's connected and online. [silence]
35:00
Speaker 1
Okay, just a second. Okay. I was able to connect to the internet using my phone. And now, what is my next step? [silence]
36:00
Speaker 2
Okay, that's good. Okay. You're already good. We've already set up your router. So that app, when you log into that app, just use your router password. And on the app, you can see if your network is online or connected. And you can also see the devices that are connected to your Wi-Fi network name. So it's already good. The setup of your router is already completed. It was successfully completed. And you have access on your internet now. So everything's good now, Abby.
36:00
Speaker 1
Okay, I'm just noticing that my new name is there on my, um. Okay, it says I'm connected on my, um, my work computer, so that's very good. Mm-hmm. Yes. Yeah, that's good. Yes, I think that, I think that we are. I'm gonna try to go online from my work computer and see if that, um, it should be, it says I'm connected, I just, I've been having trouble. So, yeah. Um. Okay, I'm, it's working now.
37:00
Speaker 2
Okay, that's good. So, are we done? We're done, how? All good? Yes, you're already connected. Okay, that's good.
37:00
Speaker 1
Okay. Okay can I read it back to you? LPS 0 0 1. 3 5 six. four eight
38:00
Speaker 2
It's good that we were able to resolve your issue with your internet connection, and we were able to set up or reconfigure again your linksys router. So anyway, before we end the call, Abby, I'll provide you a ticket number so that in case you have issues again with your router, you can call us back and use the ticket number as a reference. So your ticket number is Alpha Lima, Charlie, Delta, Tango, Oscar Sierra 0, 0, 123456789. [silence] Yes. You got it correctly, Abby. All right. All right, Abby, thank you for calling Lensish. You've been a great...
38:00
Speaker 1
All right. Thank you very much for all of your help and your patience with me. Yes. Have a good day. Bye-bye.
39:00
Speaker 2
Okay. It's my pleasure to assist you. Thank you. And once again, this is Ice. Take care and have a great one. Goodbye. Bye.
39:00
Speaker 1
oh, I'm, sorry, I should've hung up. I'm so sorry! okay, I don't know why it's not hanging up. Not wanna can you hang up on your end?
40:00
Speaker 2
Hello. Okay, uh, yes. uh, sn. n. alright, uh, alright, uh, you can end, and end it on your end.
40:00
Speaker 1
Yes, I don't know why it's just not letting me. Bye bye.
41:00
Speaker 2
All right. Okay, I'll end it. Goodbye, Abby. Thanks.
41:00