V2 Rubric Detail — bea3e51c-81e5-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 13:45
Duration
41m 1s
Contact
603-498-1709
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00137373
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: 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
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical4.06/5
Communication2.50/5
Ownership3.57/5
EscalationN/A
Customer Exp2.50/5
Overall66.8% (+10.8)

V2 Grader Summary

The agent successfully resolved the MR8300 connectivity issue using appropriate troubleshooting steps (factory reset, 5-press method, Wi-Fi reconfiguration), resulting in confirmed internet access. However, diagnostic depth was insufficient (no WAN/ISP checks), case continuity was broken by ignoring the customer’s reference to a prior unresolved call, and communication included clarity issues (inconsistent terminology, unclear instructions). Technical accuracy was strong, but customer experience suffered from unacknowledged frustration and added effort for screenshot requests.

V1 Case Analysis

Customer unable to access MR8300 router UI after prior support call. Performed factory reset, accessed 192.168.1.1, updated Wi-Fi SSID/password, internet restored. Incorrectly advised 5-press method.

Troubleshooting Steps
  • Power-cycle and 10-second factory reset of MR8300
  • Incorrect application of 5-press method (not a reset function)
  • Guided customer to access http://192.168.1.1 via Safari
  • Changed Wi-Fi SSID and password, configured security settings
Key Observations
  • Agent incorrectly instructed the 5-press method as a reset procedure at [09:00], which contradicts KB documentation — 5-press is for node pairing or escalation, not factory reset.
  • No serial number was collected, violating standard protocol for product support calls.
  • Agent provided confusing and inconsistent instructions regarding Wi-Fi security mode, initially suggesting 'mixed' and later correcting to WPA2-Personal without clear explanation.
  • Despite multiple errors, the agent persisted and ultimately restored functionality, confirming resolution with the customer.
Positive Highlights
  • Agent correctly performed the 10-second factory reset procedure for the MR8300, restoring device functionality.
  • Successfully guided the customer to access the router's web interface at http://192.168.1.1 and reconfigure Wi-Fi settings.
  • Confirmed internet connectivity with the customer and ensured the fix was working before closing the call.
  • Remained patient and supportive despite customer fatigue and technical difficulties.
Agent Errors / Gaps
  • Incorrectly advised the 5-press method as a reset procedure on a standalone MR8300 router — per universal_5press_models.md, 5-press is for pairing or escalation, not factory reset.
  • Failed to collect product serial number, which is required for warranty verification and device-specific troubleshooting.
  • Did not confirm warranty status or support eligibility, a required step when troubleshooting hardware issues.
  • Provided inconsistent and confusing instructions regarding Wi-Fi security mode, first suggesting 'mixed' and later correcting to WPA2-Personal without clear explanation.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms: "I'm connected. I can browse." after router reset and Wi-Fi configuration; internet access restored successfully.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed factory reset and 5-press method but skipped key diagnostics (WAN/ISP status, modem power cycle) before proceeding to resets.
R3 Partially Met Correct resolution path conf 85%
Agent proceeded with troubleshooting but failed to determine warranty status or acknowledge out-of-warranty status; MR8300 is likely OOW, yet no explanation of support limitations was provided.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified LED state (solid red) and initiated reset but did not ask about WAN/ISP status, recent changes, or perform logical diagnostic sequence before resetting.
T2 Met Appropriate tools / resources used conf 95%
Use of 5-press method (valid for MR8300) and access to 192.168.1.1 for configuration were appropriate tools correctly applied to the issue.
T3 Met No misinformation conf 95%
All technical instructions (reset duration, 5-press method, Wi-Fi band separation, WPA2 configuration) are factually correct and aligned with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but used repetitive, unclear phrasing (e.g., "keep holding" without time limit); failed to set expectations after prior call loss; multiple awkward pauses and fragmented instructions reduced call flow.
C2 Partially Met Confirmed understanding conf 80%
Agent repeated steps and used simple terms but introduced confusion with phrases like "press release the reset button" and inconsistent LED color descriptions ("hot pink", "magenta"); did not confirm understanding after complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, completed full resolution without transferring, and took ownership despite customer frustration and technical difficulty.
O2 Met Proactive follow-through conf 95%
After resolution, agent confirmed completion, asked if further help was needed, and closed appropriately with no pending commitments.
O3 Not Met Closure confirmation conf 98%
Customer explicitly referenced a prior hour-long call that "did not save"; agent ignored this history and restarted troubleshooting from scratch without acknowledging previous effort or retrieving case details.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—the issue was resolved through standard troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent expressed thanks and appreciation but did not acknowledge customer’s frustration over lost prior work; empathy was polite but generic, not specific to repeated effort.
X2 Partially Met Tone & rapport conf 85%
Agent remained patient during physical difficulties but used inconsistent terminology (e.g., "hot pink", "magenta") and unclear instructions that increased cognitive load for the customer.
X3 Partially Met Overall experience conf 80%
Customer was asked to take multiple photos and screenshots of UI—actionable but could have been streamlined; agent relied on visual confirmation rather than guiding directly, adding unnecessary effort.
Call Transcript64 turns · 69 lines
Speaker 1
Hi. I have a case number. [silence] yes. it's Larry Tango Sierra 001 37373. [silence] yes.
00:00
Speaker 2
welcome to linksys support to ensure quality service your call may be monitored certain products will be supported while and of support products will have self help options available please have your serial number ready and stay on the line for assistance. Hi, thank you for calling Linksys. This is Regina. I'll help you today. Can we provide your ticket number? OK, thank you for that. So, now let's just confirm if I'm talking with Stefanie Smith.
00:00
Speaker 1
That's correct, yes. I'm sorry. I spent an hour and fifteen minutes two days ago, with a person in your department and, uh, when everything was all said and done, I thought we were good. But as soon as I hung up, um, I went back in to write down all the information, and none of the work that we did was available.
01:00
Speaker 2
And your email sir is stefonsmith953@gmail.com. And what seems like the issue of your Linksys router? What is your concern? Concern all about with your link is device.
01:00
Speaker 1
So now, um, if I show you, uh, my camera, my phone camera, I have a diagram that would help you. Can you see it if I, um, if I was to turn my camera on and show you? I'm on my laptop. But we have to start all over again because, um, as soon as I hung up, the conversation did not save. So we're back to where we started. [silence] So, uh, I was explaining to you how, um, [silence] now my camera, wire it up to be able to take photos and videos without having to be able to show you what happened during that time would be able to be able to use the camera. But, um, you know what I mean? Now, if I turn my phone around and show you, um, um, my phone's around by, uh, going to set it up here, you can see where I have a diagram or what I'm trying to say here. And, um, I tried to show you here as wire my camera to be used on the diagram right here. Um, hopefully that will help you, um,
02:00
Speaker 2
but you don't have the option to do that. So let me just confirm, so you were able to connect your Macbook wired to your MR8300?
02:00
Speaker 1
I went to write down the information and nothing was available. So I have the 8300 hooked up to my laptop with an Ethernet wire. So unfortunately we have to start over again. It's a very faint. I can't tell it's very faint. It's either blue or green.
03:00
Speaker 2
What is the light indicator for the router? Kindly try to cover it with your hand.
03:00
Speaker 1
yeah um I'm sorry? [silence] hold on. Yes. So it needs to be reset. Release it when it turns blue.
04:00
Speaker 2
to verify the light color of the router is it solid blue to verify is it solid blue OK now press and hold the reset button of the router for 10 seconds and release it when it turned to solid blue yes
04:00
Speaker 1
Just stand over here now look at this little light and tell me what that changes to. [silence] Okay, I'm holding it in. Blue. Red. Red. Blinking solid. Blinking red. Blinking red. [silence] I'm holding [silence] nothing. Nothing. No no light at all. Back to blue. Black back to blue. Is it solid? Solid. Solid. [silence] So it's solid blue and I release the mouse the button. Okay. Thank you.
06:00
Speaker 2
keep holding okay keep holding okay keep holding okay let's go release the reset button yes [silence] So let's just wait for the
06:00
Speaker 1
Solid purple. I have to turn the overhead lights out. It's so faint. Hold on. It is blinking blue.
07:00
Speaker 2
nine. Keep an eye on it.
07:00
Speaker 1
[silence] now it's solid red [silence] it is solid red [silence]
08:00
Speaker 2
solid red. Or solid purple. Hot pink. I'll cut.
08:00
Speaker 1
It is solid red. I'm sorry. Go ahead. Well, hold on, it's very hard for me to do. I've had three straight hours of work, so give me a second.
09:00
Speaker 2
I'll add some hooks soon. Say to verify the light indicator of the router if it is solid red, hot pink, solid purple, magenta. Now, let's proceed to set up this one using five press method. Kindly press, release the reset button of this router five times within five seconds. So, press, release, press, release.
09:00
Speaker 1
Brokes, hold on. I can't tell if it's pushing in or not. I need you to take this pen and right here. That, don't do anything until I tell you. You're going to press it in 1, 2, 3, 4, 5. And then let go? And then let go. Five times. Oh, like this? Yeah. Oh. Shadow coming over which mind.
10:00
Speaker 2
um maybe I can get some help sir to press release the reset bottom five times within five seconds
10:00
Speaker 1
[DOWNWEIGHT] Two three, four, five six. I can't get six. solid red. Solid red color. Well, now the red, the red light is gone away. Now it's blinking red. I'll talk, thank you. Hold, hold on. Okay, I'll hold on. I will, I'll make you a law. Okay. It's cold now. So he did that on them. Sorry. I know, I know. Can't get up basically muffin in his to go straight.
11:00
Speaker 2
Blinking. Okay. Keep on observing it for three to five minutes. [silence]
11:00
Speaker 1
Now it's solid blue, faint. OK, I have a picture that hold on please.
12:00
Speaker 2
OK. repeat Sorry. Trying. Sorry. Let's try to connect your device to the default name and password at the bottom of this router. Sorry. OK. Let's try. Sorry. OK. I... LED. Sad. Wait.
12:00
Speaker 1
Okay, I'm gonna take a picture of it so I can look at the picture while I'm on the laptop. Hold on. [silence] [silence] Okay, I have the ( name-in. I The part and then I'm due on the computer. I'm sick.
13:00
Speaker 2
Okay, make sure you go to your Wi-Fi settings on your computer. Select your Wi-Fi name, sir, and enter the Wi-Fi password.
14:00
Speaker 1
Okay, going to Wi-Fi links to this side up in the password. It will take me a minute, I move very slowly. I'm sorry. Nine. Show password. [silence] Okay. [silence] what is the password. [silence] Okay, I am connected. Okay. CBS news Yes, I can browse. [silence]
15:00
Speaker 2
and then check if you can browse. okay so this time how many devices are commonly
17:00
Speaker 1
I'm I'm sorry. Uh, yes, I have an ethernet cable going in from my switch. I have an ethernet cable into the ethernet port on the Linksys and one ethernet cable going to the computer laptop, which is a Mac. That is it. That's everything. Yes. I need to do all that. [silence]
18:00
Speaker 2
used to connect to your linksys network. I guess. How many devices do you have to connect with your linksys network? Only your computer. OK, now is there anything else that I can help you with? Would you like to change your Wi-Fi name and Wi-Fi password or just prefer to use the credentials?
18:00
Speaker 1
Shall I go to 192.168.1.1? Okay, hold on. Looks like all I have is Safari. 192.168.1 [silence] 6.
19:00
Speaker 2
Now open a browser such as Google. Okay, let's just try to use Safari. So, on the address bar, type 192, yes, 192.168.1.1.
19:00
Speaker 1
81.1.1. return download the Links app for setup waiting access router is once a password I'm sorry I'm not understanding you. I'm on a pg
20:00
Speaker 2
no need to download the links is up. Just click the picture of the two phone [silence] Okay, make sure to click the picture of the three phone sir, and then you look up to a page. That shows access router. [silence]
20:00
Speaker 1
Access router and a flashing cursor in a box called router password admin. Hold on. Oops. admins. Would you like to save this password? yes or no? Okay, now I am in the control panel.
21:00
Speaker 2
okay try to use the word admin all lower all
21:00
Speaker 1
Where's the Wi Fi settings? Okay. What's the Wi Fi name? I wanna change that. Yeah. Well, okay. Uh hold on. Delete.
22:00
Speaker 2
okay go to wifi settings to change your wifi name and wifi password okay change that and make sure to do screenshots or take photo of the credential
22:00
Speaker 1
[silence] I'll do a screenshot. [silence] Prent it out. [silence] [silence]
24:00
Speaker 2
yes. screenshot or photo. then cut
24:00
Speaker 1
personal and hold on. Oh, it's because my printer is not on this network. Looking for printer. Candy, would you get your phone?
26:00
Speaker 2
Gently click the drop-down arrow and select w-edwards-smith.
26:00
Speaker 1
take a picture of these this little area I will slowly so I don't fall. Okay. Yeah. all right Okay, now stay here, just back up a little bit. So you want me to choose what for security? mix personal place. Okay, take another shot, Cady. get close. Okay.
27:00
Speaker 2
W a two slot. W a three mixed personal.
27:00
Speaker 1
And Wi-Fi mode is mixed. Right? and hit apply, you've chosen a risky security type. you want me to stay with a risky security type. Well, that doesn't make sense. I'll hit yes. You've updated Wi-Fi settings. Take another picture. Hold on just that, take a good close up. [silence]
28:00
Speaker 2
Yes. Okay, once you've already created, yes, click apply. Yeah, just it's okay, just proceed. Yeah. Okay, so let's just wait for our... Okay.
28:00
Speaker 1
Do you want to continue? I'll hit, yes. Apply changes. Okay. Now what I need to do is to set this link set up to broadcast 2.4. Hello.
29:00
Speaker 2
Yes. Okay, um, if you're planning to configure your wireless settings, your device is supposed to be due that earlier since you need a total of.
29:00
Speaker 1
I'm sorry. We have to do it all over again. Oh, I see. Okay. Hold on. Bayard. I need the picture. The one that has Bayard in the password. Blow it up. Oh, yeah. Capital. Yes. Okay, thank you. Don't repeat it.
30:00
Speaker 2
no just reconnect your computer to the new Wi-Fi name and password that you created we need to go back to the web interface
30:00
Speaker 1
show password okay take another picture of that box thank you and join Okay, I am connected. Return. Waiting.
31:00
Speaker 2
I got right to access 192.168.1.1 again. mm-hmm. Okay. Scroll down on the very bottom sir. Can you look for the two caps lock letter CA?
32:00
Speaker 1
waiting wi-fi settings okay Bayard B-a-y-a-r-d for both 2.0 and 5 and five number two okay to the name right underscore two
33:00
Speaker 2
Yeah, go back to Wi-Fi settings and what is your Wi-Fi name for the two point four? Originally. Okay. For the two point four. Just add underscore two point four for that one to broadcast. Yeah, just add underscore two point four.
33:00
Speaker 1
Point four me is it saying that? hello have you updated your wi-fi settings? what does it say? another picture. Hold on, I'm gonna take a photo. two point four. It says mix personal. Go back. so I'll so I'll hit excuse me, shall I start by hitting no?
34:00
Speaker 2
Okay, so proceed to, apply the changes. Yeah, click yes. Yeah, but make sure the 2.4 is in WPA2 personal. Yes. Can we go back. Yeah, and change that into WPA2 personal. Yes.
35:00
Speaker 1
Okay, now I'm back. 2.4. Oh, I see. So security mode WPA2 2 personal and Wi-Fi mode, it still says mixed. For the 2.4, it's now set to WPA2 personal. Wi-Fi mode is still mixed.
36:00
Speaker 2
No. Now, just change the security model to 2.4 into WPA2 personal for the five gigahertz band mix. Yeah, for the five gigahertz band.
36:00
Speaker 1
Uh. And we'll leave the 5G at mixed, right? Okay, hold on. Why can't I move it? Mm. And apply. You've chosen a risky security type. I'll hit yes. And you've updated Wi-Fi settings. Do you want to continue? I'll hit yes, I
37:00
Speaker 2
OK, just click apply now to apply the changes. Yes. Yes. Yes.
37:00
Speaker 1
applying changes your router is applying changes shall I hit OK or let it run? OK it's still says applying changes so I won't click OK yet it's okay now to hit OK okay now let's see
38:00
Speaker 2
Able to run for. few minutes and then check check your wireless devices there if both. point four and five big health bend are are detecting or showing on the network list. If you want to proceed to click OK. Yes.
38:00
Speaker 1
Yes, all three are available. You've been great. I appreciate your patience. I have one. Yeah. Just one last question. When I want to go into 168.1.1, will I always need to click on the C to get into it?
39:00
Speaker 2
you are welcome sir. and thank you so much also for your time. so is there anything else that I could.. go ahead. no need, but just in case sir you're planning to split the bandwidth for your 2.4. and 5 GHz band, or do some other settings or troubleshooting, really need to click CA. but regarding with that, just feel free to call us back if you need further assistance. You're welcome Stefan and is there anything else that I can help you with? [silence] Thank you. You're welcome. Take care and [inaudible] [silence] Hello? Yes, one. Yes please, thank you. And by [inaudible] would you like to end this call for you? Okay. Thank you. [silence] Um,
39:00