V2 Rubric Detail — cf6089a4-7f9d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 16:05
Duration
6m 40s
Contact
774-614-1335
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00137087
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: MR6350 reconfiguration

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.0/5

V2 Rubric Scores

Resolution3.12/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.14/5
Overall64.5% (-15.5)

V2 Grader Summary

The agent successfully restored the customer's internet by identifying the router was in a factory default state and directing them to the sticker credentials. However, the agent committed a material technical error by describing the 5-press diagnostic method as a 'setup process' (contradicting universal_5press_models.md) and failed to perform standard diagnostic probing. While the resolution was effective, the lack of empathy and minimal troubleshooting impacted the customer experience and technical accuracy.

V1 Case Analysis

Customer lost custom Wi-Fi credentials after reset. Agent confirmed solid blue LED (factory default) and instructed customer to use default SSID/password from router sticker. Internet access restored. Minor inaccuracy in describing 5-press method.

Troubleshooting Steps
  • Confirmed router LED was solid blue (factory default state per universal_factory_reset.md)
  • Directed customer to use default Wi-Fi name and password from router sticker
  • Verified device connection and internet access
Key Observations
  • Agent correctly interpreted solid blue LED as factory default state (universal_factory_reset.md)
  • Agent accurately directed customer to use default Wi-Fi credentials from sticker to restore access
  • Customer confirmed internet access was restored after connecting with default credentials
  • Agent incorrectly described 5-press method as a setup process, but this did not affect resolution
  • No product model or serial number collected despite being mentioned in transcript
Positive Highlights
  • Agent correctly diagnosed solid blue LED as indicator of factory default state (universal_factory_reset.md)
  • Accurately directed customer to use default Wi-Fi name and password from router sticker to regain access
  • Successfully guided customer to connect a device and confirm internet access
  • Maintained clear, calm communication throughout the call
  • Provided correct next steps for reconnecting other devices
Agent Errors / Gaps
  • At [05:00], agent stated 'the five press reset that she instructed you to do Jeanina is actually the setup away, a the setup process' — this is factually incorrect. According to universal_5press_models.md, the 5-press method is a diagnostic escalation that does NOT erase settings or serve as a setup process. The agent confused it with the factory reset procedure (hold reset 10+ seconds). However, this error did not impact the resolution since the router was already in factory default state.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms internet is restored: 'it says I'm connected' and 'I'm online now' after using default credentials from the sticker.
R2 Not Met Diagnostic thoroughness conf 85%
Agent skipped basic diagnostics (e.g., WAN connection, power cycle, device-specific issues) and immediately assumed a factory reset without verification; relied solely on KB without investigation.
R3 Met Correct resolution path conf 93%
Agent correctly identified the router was at default settings and advised using the sticker credentials — the appropriate path for a reset device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent recognized the solid blue light and missing SSID as signs of a reset, but asked no diagnostic questions (e.g., 'Did anyone press the reset button?') or explored alternative causes.
T2 Met Appropriate tools / resources used conf 90%
No tools (remote access, logs, dashboard) were used, but none were necessary — the issue was resolvable via KB-backed guidance about default credentials after reset.
T3 Not Met No misinformation conf 100%
Agent stated the 'five press reset' was 'the setup away, a the setup process'. Per universal_5press_models.md, the 5-press method is a diagnostic escalation for engineering logs, NOT a setup process or a factory reset.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent stayed on topic and gave clear instructions but failed to set expectations, confirm understanding, or manage transitions (e.g., no summary or confirmation step).
C2 Met Confirmed understanding conf 90%
Agent used plain language ('look for Linksys setup', 'go to Wi-Fi settings') and avoided jargon, matching the customer’s non-technical level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and followed through until the customer confirmed connectivity was restored.
O2 Not Applicable Proactive follow-through conf 100%
Issue was fully resolved during the call; no follow-up actions, disconnects, or callbacks were required.
O3 Met Closure confirmation conf 88%
Agent referenced prior interaction: 'The previous technician helped you...' — showing awareness of case history and continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue was simple and resolvable at L1 — no escalation was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer frustration ('the girl did something'), apologized, or expressed empathy — remained transactional throughout.
X2 Partially Met Tone & rapport conf 78%
Agent delivered instructions clearly but did not adapt tone to customer’s anxiety or provide reassurance; one-way instruction flow without emotional mirroring.
X3 Met Overall experience conf 92%
Agent directly provided the correct Wi-Fi name and password from the sticker, minimizing customer effort and avoiding unnecessary steps or repetition.
Call Transcript14 turns · 14 lines
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] I got to get the serial number again. [silence] Yes, hi. I just spoke to somebody about 15 minutes ago regarding our Lynxsys router and I think she took me off my Wi-Fi because we can't even get, I can't, even though the light on my Lynxsys box is solid blue, I think she disconnected me through my, because I should have, I should have internet connection and now I don't and it doesn't even show on my internet our name on the list of our, yeah. So, I don't know what the girl did. [silence] [silence]
00:00
Speaker 2
Welcome to links is 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. [ silence ] Thank you for calling sexist, this is me, how can I help you? [ silence ] Hmm.
00:00
Speaker 1
But she obviously, and I just got off the call with Spector, and they can't even do anything on their end. So, I don't know what she did, but she did something. Yeah. Yeah. The password, um, where would that? Well, there's all there's there's two. Yeah, I'm looking underneath the router. There's two different stickers. There's, uh,
01:00
Speaker 2
Got it. No worries. I was able to pull up your account and you said it's solid blue, right? The LED indicator, which means it's already up and running. Jean, you cannot see your WiFi right now. It's because your router is back to default settings. Therefore, the WiFi name and password is the one on the sticker underneath your router. So you can check the information there. Default WiFi name is develop set up or link sys set up. And the password is there. Just check the sticker underneath the router in your router. Just read there the WiFi name and the WiFi password.
01:00
Speaker 1
Okay, wi-fi name, what the hell's that? What's, I don't know, I don't. It's Lynx set up D0B, but then there's another number underneath his password is one. Is that what you need? I'm not, okay, I'm on a I'm on a land line. I'm not on a cell phone. I'm on a land line. I have no internet connection. I all I want to do is get my internet connection back. We had a howard one with our own password. Yeah. Yeah. So what what can I do so that you can do on your end to get me back onto my internet? Because
02:00
Speaker 2
uh make sure you're uh checking the right box the uh mr 6350. perfect. uh just check that one on your wifi list. so go to the settings of your phone, go to wifi and look for linksys set up or any device. any device that can detect wifi.
02:00
Speaker 1
There's nothing spectrum can do because when I talked to a girl through Linksys, through your company, she did something and now my internet is completely gone and that's nothing I did on my end. All right. So, okay. My son has his cell phone right now. So, okay. What does he have to do? Go onto settings and go to WiFi. [silence]
03:00
Speaker 2
Ugh here's what happened, Jean. The previous technician helped you in fact. Uh she was able to make your router online solid blue. Now, all you need to do actually is to look for the WiFi name, link syst setup because that's your WiFi right now. That's your WiFi name. So any device that you have there that can detect WiFi, use that one and search for a WiFi name, link syst setup. Settings and go to WiFi.
03:00
Speaker 1
Yeah, it was a Linksys up line here. Okay, it says link services setup. Okay, so now what does he have to do? Put the password in? Okay, he did that. That's connected. Okay, it says connected. So is this our new? We're at the desktop now. Check if we are online. Yeah, it says I'm connected. now. Okay.
04:00
Speaker 2
yes which is the the one on the sticker underneath your router that's the wi fi password perfect now check if you are online try to visit any website [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] so for the rest of your devices just look for that wif name and just always use the password that is underneath your router okay for your reference [silence] [silence] [silence] [silence] [silence] Perfect. Now check if you are online.
04:00
Speaker 1
Yeah, I have that, I have that all written down. We had a how with in our own password before, how come that's gone now? I don't know. I know. How come the how with um one is gone now? It doesn't show that anymore. With my own pass. Well, no, she, that's what you, that's what she told me to do. That we did it together over the phone. Yeah, and that's what she made me do.
05:00
Speaker 2
Do you have any other concern Jeanina, aside from that, do you have any other question? I think initially your router was reset, somebody or someone probably accidentally pressed the button there at the back, the red one. Yeah, um, the five press reset that she instructed you to do Jeanina is actually the setup away, a the setup process while if you press and hold the reset button at the back for more than 10 seconds, you're actually resetting the router.
05:00
Speaker 1
So then from now on, if I have to go back, that's the one I would use is the one we just gave you? Okay. Yeah, so I wouldn't, so that means that I don't have the Howorth anymore? Yeah, I'd have to use that, this from now on. Yeah, yeah. Because it was all set. Yeah, yeah, yeah. Well, she had me do it with her over the phone. So, yeah. All right. Okay. All right, honey. Well, thank you. Okay. Yep, bye-bye.
06:00
Speaker 2
Up process. Not anymore. Just use the Wi-Fi name and password from now on. Uh-huh. You're welcome. Take care, Jane. Bye bye. Bye bye.
06:00