V2 Rubric Detail — a1e8402e-7a2b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 17:45
Duration
26m 33s
Contact
Michael Brown
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136211
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall8.9% (-21.1)

V2 Grader Summary

The agent misidentified the Netgear R7350 as a Linksys device and applied invalid procedures (5-press reset, Linksys app), resulting in no verified resolution. Technical inaccuracies, lack of ownership, and failure to escalate led to an unresolved case with increased customer effort.

V1 Case Analysis

Customer with Netgear R7350 router reported no internet connectivity. Agent misidentified device as Linksys, instructed 5-press reset (invalid for Netgear), and guided customer through Linksys app setup. Customer reported internet access post-setup, but guidance was incorrect. Ticket #136211. Recommend customer contact Netgear support for proper configuration.

Troubleshooting Steps
  • Power-cycled modem and router (unplugged for ~30-60 seconds).
  • Instructed a 5-press reset of the router (incorrect for this model).
  • Guided customer through Linksys Smart Wi-Fi app setup, including creating a router admin password and configuring Wi-Fi name/password.
Key Observations
  • Agent failed to recognize that 'Netgear R7350' is not a Linksys product despite clear statement at 02:00.
  • Provided 5-press reset instructions (07:00) which are not applicable to Netgear routers and are only valid for specific Linksys mesh models.
  • Directed customer to use the Linksys Smart Wi-Fi app (15:00) for a non-Linksys device, which is incompatible.
  • Did not verify product model or collect serial number, leading to fundamentally incorrect troubleshooting path.
  • Closed the call as resolved despite providing invalid technical guidance.
Positive Highlights
  • Agent maintained a polite and patient tone throughout the call.
  • Provided a ticket number (136211) for reference.
  • Confirmed with the customer that internet connectivity was restored, even if via incorrect method.
Agent Errors / Gaps
  • Misidentified Netgear R7350 as a Linksys device despite customer clearly stating the brand and model.
  • Provided 5-press reset procedure which is not supported on Netgear routers and is only applicable to specific Linksys mesh models (e.g., WHW, MX, MR series).
  • Instructed customer to use the Linksys Smart Wi-Fi app for a non-Linksys router, which is technically impossible and misleading.
  • Failed to collect or verify the correct product model and serial number.
  • Did not recognize or act on the fact that the device was not within Linksys support scope.
  • Closed the call with a resolution when the guidance was fundamentally incorrect.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer states Wi-Fi password did not change and remains confused; no successful resolution achieved.
R2 Not Met Diagnostic thoroughness conf 97%
Agent used 5-press method on Netgear R7350, which is not applicable and did not advance troubleshooting.
R3 Not Met Correct resolution path conf 96%
Agent attempted to use Linksys app and 5-press reset on a Netgear device, showing incorrect resolution path for product status.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify symptoms beyond 'won’t connect'; did not ask about ISP, WAN status, or LED meanings before prescribing resets.
T2 Not Met Appropriate tools / resources used conf 94%
Agent used irrelevant tools (5-press, Linksys app) instead of appropriate diagnostics like local browser access or model-specific guidance for a Netgear router.
T3 Not Met No misinformation conf 97%
Agent provided materially incorrect guidance: recommending 5-press method (exclusive to certain Linksys mesh models) and Linksys app for non-Linksys hardware.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent gave structured steps (power cycle, reset) but lost control by introducing invalid procedures and failing to confirm understanding.
C2 Not Met Confirmed understanding conf 89%
Agent used technical jargon (5-press, Linksys app) without adapting to customer’s confusion or confirming comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent took ownership of a non-Linksys device without transferring or escalating, continuing troubleshooting despite clear product mismatch.
O2 Partially Met Proactive follow-through conf 83%
Agent outlined next steps (download app, create password) but provided no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No escalation occurred despite handling a non-Linksys product, which warrants referral to appropriate support.
E2 Not Met Escalation prep & handoff conf 94%
No escalation occurred, so no details were passed or communicated to customer about being escalated.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent said 'I'm really sorry' and remained polite but did not acknowledge repeated effort or frustration beyond surface-level empathy.
X2 Not Met Tone & rapport conf 89%
Agent repeated instructions despite customer confusion (e.g., password creation), showing no adaptation to emotional state or pace.
X3 Not Met Overall experience conf 91%
Customer had to repeat information and perform invalid actions (e.g., 5-press on Netgear), increasing effort unnecessarily.
Call Transcript44 turns · 48 lines
Speaker 1
[silence]
00:00
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] Hi, thank you for calling Linksys. This is Regina, how can I help you today? But is this your first time calling on for support, Sir? And are you calling from United States? May I know your first and last name? And your callback number, Michael?
00:00
Speaker 1
301-606-3812. The Browns 430@comcast.net. Yeah, it starts with the, though. T-H-E-B-R-O-W-N-S-4-3-0@comcast.net. T is in Tom, H is in Harry, E is in Edward Brown. B-R-O-W-N-4-3-0@comcast.net.
01:00
Speaker 2
How about your email? [silence] Let me just verify it. [silence] It's B-R-O-W-N [silence] S-F-O-R Sam [silence] 430@comcast.net. [silence] Sorry, can you spell it for me? [silence] Your email again, it's- [silence] So B-R-O-W-N S-F-O-R- [silence] 43. [silence] 0-[silence] 0 at comcast.net. And how many lin-o-system routers do you have, Michael? Can you please provide a serial number? Yes. Okay, so the model number is an Netgear R7350. I don't know, who is your internet service provider Michael [silence] can you spell it for me? [silence] And what does the light indicator [silence] And what have you done so far? [silence]
01:00
Speaker 1
(We have unplugged it back in, we've hit the reset button on the back of the thing, but still it won't connect to the internet.) All right, hold on. I gotta go back to it. Okay, hold on. Hold up a second. I gotta go out. I gotta go to it. Is that an old model router? Is it still standard? Right, um, what What'd you want me to do first?
04:00
Speaker 2
Okay, Nikita, this time gently unplug the power adapter of your modem from Bay Tech and then the router from links this then let's wait for let's just say 30 s to 1 min to plug the power back. So, unplug the power adapter go ahead. [silence] I had sold this device from links this but as of now sir, we are no longer manufacturer this device. But I guess it's still working let's check what we can do in my end to troubleshoot this device.
04:00
Speaker 1
All right. Unplugging all right. Okay, well, what do you think the problem is? Are you up on this? Yes, ma'am. Thank you. Just plug it back in if
05:00
Speaker 2
unplug the power adapter of both devices, the modem from your Bay tech and the Linksys router and let's wait for yeah let's wait for 30 seconds up to one minute to plug the power back in. That's what we're trying to figure out what's the problem with your Linksys router. Okay now you may now proceed to plug the power back of the router yes the router first.
05:00
Speaker 1
I'm really sorry, I don't have that capability. Let's chat instead. How are you today?
06:00
Speaker 2
Then after the router, proceed to plug the power back of the modem. [silence] Just keep on observing it and it will take two to four minutes for a router to fully boot up. Ah, you can call me Reg.
06:00
Speaker 1
All right. It's stop flash and blue. No, it's like a whitish reddish pink. Yeah, I call purple. I would say solid purple. Is that the red button on the back? What do you want to?
07:00
Speaker 2
solid purple Okay, this time. Gently press and hold to make sure that we properly reset the. Is it a solid red, sir, or hot pink, a solid purple? Okay now, let's proceed to set up this router using five press method. So, kindly press, release the reset button of this router five times within five seconds. Yes. Press, release the reset button. Yeah, press, release the reset button five times within five seconds.
07:00
Speaker 1
All right, so do it pretty quick, huh? Okay. All right, I pressed it five times. Now it's blinking. Now it's stopped. Yeah, it's blinking. Blinking like the white, purple color. Or whatever. Okay. Are we gonna stay on the phone, Reg? Okay. I appreciate your help.
08:00
Speaker 2
Okay, it's setting up. So kindly wait three to five minutes for that router to set up. Okay. Yep. You're welcome.
08:00
Speaker 1
Solid. Blue. Say it. Say it again, Reg. It says, it says Lynx1 set up eight, and then it's got a password.
10:00
Speaker 2
Okay. And check if you can access the internet. Use the Wi-Fi name and password labeled on the bottom, sir.
10:00
Speaker 1
Use that. Use that. Yes? Okay, hold tight.
11:00
Speaker 2
Okay. Mhm. Yes. Yes. [silence]
11:00
Speaker 1
How do I know if I'm back online, Reg?
12:00
Speaker 2
It shows connected, and then you can browse.
12:00
Speaker 1
Yeah, I don't know if I'm back online or not. It is, yeah. All right, hold on. Click on that.
13:00
Speaker 2
[silence] but the light indicator is solid blue?
13:00
Speaker 1
Do I have to re... do I have to retype this password again? I don't know how to, it's, it's in there. It's showing us in there, um, that it's in there. It says password, but I don't know how to, if I wanted to change it if I could, you know. All right. Thanks, Ty. thanks, Ty.
14:00
Speaker 2
Yeah, you need to type that password. Yeah, but are you connected? Can we check if you can browse?
14:00
Speaker 1
Yeah, I can Browse Reg. All right, hang tight. Is this the router administrastator setup?
15:00
Speaker 2
Okay, kindly download the Linksys app and then log in. The Linksys app smart Wi-Fi.
15:00
Speaker 1
Hey, Linksys Smart Wi-Fi Manager. Download started. [silence] Okay, I'm opening up the app. [silence] Okay. [silence] Agree to the terms and conditions. [silence] Connect the router to your modem or source of internet.
16:00
Speaker 2
Yes. OK. Yes, can we open the links? Yes, proceed to agreed. Yeah, it's always.
16:00
Speaker 1
I'm gonna say it's connected. Hit next again. Make sure everything is finished up. Checking for internet. This could take up to a minute, Reg. Yeah, it's asking me, name your Wi-Fi. All right, hang tight, Reg. [silence]
17:00
Speaker 2
Ready connected. Click next. Yes. Yes, just keep on waiting. Okay, proceed to name your Wi-Fi change your name and change your Wi-Fi name and wifi password. [silence]
17:00
Speaker 1
Please I just me to create an account. Okay for now. Create your router password. I have to change my password huh? Okay, Half Hang tight. [silence]
18:00
Speaker 2
No need. Yes. Yeah. Proceed to create your router password. So, every time you're going to log in on the Linksys app or under router settings, you need the admin or router password. It is actually different from your Wi-Fi password. You need to follow standard rules on creating router password. That's for router router password. Customize or create your own router password.
18:00
Speaker 1
Still trying to create a password. I haven't gotten it. I gotta figure out a password. I'm having a problem with the password, it's not taking anything I'm putting in here.
19:00
Speaker 2
Is it asked you to have a recovery key?
20:00
Speaker 1
Say it again, Reg. It says, create your router password. Use this password to complete setup without an internet connection. I'm trying. It's not taking anything I'm putting in here.
21:00
Speaker 2
When it asks you to have the recovery, the recovery, um, what are the information shows on that page there? What are the option? M., proceed to create a new router password? M, it has 10, to 12. Make sure to follow the rules, or the requirements. 10 to 12 characters with an upper case, lower case, letters, number, special character.
21:00
Speaker 1
All right, I got something in there. It's working now. Configuring the Wi-Fi. Okay. All righty.
22:00
Speaker 2
and it's, okay, so it's changing your Wi-Fi name and password, so give it one to two minutes, and then after that, reconnect your phone to the new Wi-Fi name and password that you created. [silence] If you can access the internet, you can browse. Although you have only one router, were you able to browse now? [ silence ]
22:00
Speaker 1
Surely a different password than I typed in before under Wi-Fi. I thought I did. It didn't change it. Back to what it was before. I thought I did change it. What should I do? I am, yeah. Yeah, okay. It's showing two devices. All righty. Yeah, it matches up. [silence]
24:00
Speaker 2
But I thought you changed it. Are you on the dashboard of the Linksys app? Okay, click the three lines or the menu icon and then go to Wi-Fi settings to check your wifi name and password.
24:00
Speaker 1
I guess. Yeah. No. Appreciate it. Hold on. Let me write this down. Hold up. One, three, two, one, one. All right, hold on. Let me make sure I can uh, before I let you go, Reg, let me make sure I can uh, connect to the internet.
25:00
Speaker 2
Okay, is that your Wi-Fi name and password customized or created earlier? Okay, since we successfully set up your router, is there anything else that they can help you with? Okay, you're welcome. Just feel free to call us back or if you need further assistance, just use the same ticket number. It's 1 3 6, two, one, one. Three, six, two, one, one. Yeah. One three six two, one, one.
25:00
Speaker 1
All right, Redge, you've been a big help. Thank you very much. You too. Thank you. Bye bye. Bye. You okay? Yes. What's your name.
26:00
Speaker 2
okay, thank you for that one and then you're welcome and have a great day bye for now you're welcome bye and can you please and this call for me? thank you.
26:00