V2 Rubric Detail — d726c922-7c88-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 17:57
Duration
18m 7s
Contact
Carol Dieball
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00136731
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_intermittent/slow internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall68.8% (+4.8)

V2 Grader Summary

The agent accurately diagnosed the MR7350 as end-of-support and provided technically correct guidance, but the customer declined active troubleshooting and no resolution was achieved. While the agent demonstrated ownership, empathy, and clear next steps, the lack of executed diagnostics and customer follow-through resulted in an unresolved outcome.

V1 Case Analysis

Intermittent internet on MR7350; LED shows red intermittently. Collected serial, created ticket, advised factory reset & re-configuration, offered email instructions. Customer will have third-party technician perform fix.

Troubleshooting Steps
  • Collected serial number and confirmed ISP line is healthy (per customer).
  • Created a support ticket.
  • Advised a factory reset and re-configuration of the MR7350.
  • Offered to email detailed reset and re-configuration steps.
Key Observations
  • Agent skipped standard WAN isolation (wired speed test) before recommending a reset, which is a protocol gap (universal_speed_performance.md, universal_speed_below_plan.md).
  • No explicit confirmation of router model with customer; relied on serial lookup.
  • Agent accurately described firmware end-of-life status and reset procedure per KB (universal_factory_reset.md).
  • Customer declined further troubleshooting but accepted a self-help path with emailed instructions, making the call operationally resolved.
  • Call ended with a clear next step, though the technical issue remains open.
Positive Highlights
  • Collected serial number, email, and phone number accurately and verified them with the customer (transcript [02:00]-[05:00]).
  • Provided accurate information about MR7350 firmware end-of-life and correctly advised factory reset and re-configuration as a valid troubleshooting step (transcript [11:00]-[13:00]; universal_factory_reset.md).
  • Offered to email detailed step-by-step instructions, enabling a self-help path for a non-technical customer (transcript [16:00]).
  • Maintained a polite, patient, and empathetic tone throughout, acknowledging customer's lack of technical knowledge (transcript [01:00], [14:00]).
  • Created a support ticket and documented the case properly.
Agent Errors / Gaps
  • Did not perform standard WAN isolation (wired speed test) as per protocol for intermittent internet (universal_speed_performance.md, universal_speed_below_plan.md).
  • Did not verify the meaning of the solid red LED or ask about recent power events or modem status (velop_wifi_connectivity.md).
  • Did not explicitly confirm the product model with the customer before giving advice.
  • Did not check or inform customer of warranty status despite discussing end-of-life status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer declined active troubleshooting; no reset or reconfiguration performed; issue remained unresolved.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent confirmed ISP check and LED status, proposed diagnostic reset, but did not perform step-by-step isolation (e.g., wired test, power cycle) before suggesting reset.
R3 Met Correct resolution path conf 98%
Agent correctly identified MR7350 as end-of-support, offered best-effort reset/reconfiguration path, and suggested escalation or upgrade — appropriate for OOW device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified intermittent connection and solid red LED, confirmed ISP check, but did not ask about wired performance or recent changes beyond reset attempts.
T2 Met Appropriate tools / resources used conf 95%
Agent used serial number to identify product, referenced correct end-of-support status and firmware cutoff (Dec 11, 2024), and created a case ticket — appropriate use of tools.
T3 Met No misinformation conf 99%
All technical details provided (end of firmware updates, reset erases config, setup time 30–60 min) are factually accurate per KB and product lifecycle policy.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent opened call professionally and collected key info, but long silences, lack of agenda, and passive handling during customer confusion reduced control.
C2 Partially Met Confirmed understanding conf 87%
Agent used polite tone and repeated info when needed, but introduced terms like 'firmware obsolete' and 'handshake' without simplification for a non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent created a case, stayed on the line, offered email support, and did not transfer — demonstrated ownership despite customer deferral.
O2 Met Proactive follow-through conf 96%
Agent clearly stated next steps: email instructions in 5–10 min, reset may take 30–60 min, option to call back with tech support, and support hours.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or required; this was the first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and given the customer’s non-technical status and early stage of troubleshooting, escalation was not yet warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy for customer’s non-technical comfort level, apologized for complexity, and remained courteous and patient throughout.
X2 Met Tone & rapport conf 95%
Agent adapted pace, allowed customer time to find serial number, repeated information, and offered written follow-up to match customer’s needs.
X3 Met Overall experience conf 97%
Agent collected serial number and email once, avoided repetition, and offered to send detailed instructions to reduce future effort.
Call Transcript26 turns · 32 lines
Speaker 1
Hi. I just read your message, and I'm getting my serial number. I have very, very intermittent internet, and I have Fiber Optics, and I called them, and they said everything was good on their end, and that he thought it was probably my router. So, I'm gonna just step back and say one, I just wanted to say one thing. My husband was the techie person.
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] thank you, thank you for calling Linksys, this is Al. how can I help? [silence] I see, ma'am.
00:00
Speaker 1
He and he bought the router. And I really don't know anything about this kind of stuff. So you're talking to somebody who doesn't know very much about things like routers and and fiber optics. Okay? So, I have. Oh. Okay, thank you. The serial number is probably on the back of the packaging. I have a Okay. I'm so sorry. I'm looking for this what it says serial number.
01:00
Speaker 2
Okay. Uh-huh. Okay, no worries. Um, yeah, um, uh-huh. Yeah. Can I have the serial number whenever you're ready? Let me double check that one for you.
01:00
Speaker 1
Oh, I see it. Thank you. I see it. It is 3 3 C 1 0 M 29 3 B 0 7 45 4. Oh. I think. Absolutely Yes Yes Yes
02:00
Speaker 2
Take your time. Okay. Thank you so much. Let me just double check that one. Let me repeat the serial number, ma'am, just to make sure. From... Okay, thank you. From what I got is that is three three, T for Charlie, one zero, M for mic, two nine, B for Bravo, seven seven, D for Delta for
02:00
Speaker 1
Yes. Yes. Correct. Okay. Twin, T-W-N. Correct. pardon? It's T-W-N. It's actually, [silence] two.
03:00
Speaker 2
Bravo 0 7 4 5 4. and who is your internet service provider? And are they Fiverr, right? [silence] Is it twin [silence] or is it just twin?
03:00
Speaker 1
Mojave Electric Company. Mhm. Mhm. Mjm. Mojave Electric Company. I live in Bullhead City. Anyway, Arizona. You're welcome. Mhm. Correct. Yeah, we went through the everything plugged in right and every my TV and and everything and unplugged everything, replugged everything in. And he said everything looked good on his side that he thought it might be the router. He said, you have a good router. It is a good router. But um, I still don't have internet except when it decides it wants that just it still don't have internet except when it decides it wants that, which is just real off and on.
04:00
Speaker 2
[silence] Okay. Okay. Just check... and I just... So they've already checked... have already contacted them right? [silence] When you say Manheim I'm a lawyer.
04:00
Speaker 1
Right now it's red, but yes I do have a blue, normally it is blue. It is red right now though. C A R O L L, D-I-E-B A-L-L at yahoo.com. My name is
05:00
Speaker 2
Is that? When the issue happened, do you have you seen any changes with LED light? I think you have a blue LED light at the front, right? Uh huh. But right now it's solid red. I see. I see. So, um, let me create a case ticket first before we move forward with your concern. No worries. I will walk you through with the entire process if needed. Um, can you provide me an email address first? [silence] Thank you so much.
05:00
Speaker 1
Yes, it is.
06:00
Speaker 2
Okay. Okay. Same on the email. I understand. I see. No worries. This is just used for documentation purposes only because this call is recorded. And in case the call gets disconnected, ma'am, is this the best call back number that I can call you back? Just in case. It's 88587758465. Okay. And since you've mentioned that it is solid red, have you pressed any reset button or did you just unplug it together with your internet service provider earlier? [silence]
06:00
Speaker 1
Uh, and it's typically always blue. I don't know why it was just red 'cause, maybe because I turned it upside down. Uh, number. It was probably only red for, since I've been on the phone with you. Uh, just a short time. Uh, It's in another room. I don't come in here and look at it all the time. But uh, it's typically blue. I have looked at it several times and it's always been blue. I think maybe it was red just now because I turned it upside down and was trying to read
07:00
Speaker 2
Okay. How long do you think that you've been read? [silence]. Okay. So, when you say [silence], uh, you, you, you've mentioned earlier that you're experiencing like intermittent connection. Like, how does it, like, intermittent? Um, have you noticed if you, um, if when you're connected to the Wi-Fi you get disconnected and then offline? Or it's totally disconnected?
07:00
Speaker 1
Uh, I'm not sure I understood that question. When I unplug... When I unplug everything. Oh, absolutely. That's why I called you, because I thought it was his... His... I don't know the differences between Internet, and Wi-Fi, and internet and all of that, but I know that I turned my TV on. I just have a YouTube TV, so it's completely
08:00
Speaker 2
to the Wi-Fi and then no internet. Or this- the- when you're connected the internet is slow. Like, for example, um- uh, before- sorry. Um, sorry. Before- before you do, uh, or before you've done any, um, troubleshooting steps with your internet service provider? Before that one? Have you experienced- ing slow connection? when you're connected to the Wi-Fi? How slow- Mm.
08:00
Speaker 1
the internet. It's not cable or dish or anything like that. And sometimes it'll come on and sometimes it won't. I turn it off and come back later and sometimes it comes on and sometimes it doesn't. And the same thing with with internet for. My phone, my ring, my doorbell ring, doesn't work. Sometimes my phone, I can't can't do a lot of things on my phone. You know what I mean? Just everything. Because I have a phone and an iPad and a TV that I use internet for. [silence]
09:00
Speaker 2
okay. no no. I see. okay. Thank you so much for that information ma'am. so, um I I'd like to provide an honest feedback as well with the MR7350 that you have. um since you have it for, I I guess quite a while already since it was your husband who actually. Um bought this one. Um as for the as for the connection our router is a stand alone router. Usually for intermittent connection or slow connection it's a good thing that you contacted your internet service provider first because that is what we usually do. We try to uh we have to make sure that on their end everything is actually good. However we usually um we usually verify that one by using a computer that can directly connect to wired to the uh that is just for isolation. But since you've already contacted your internet service provider they check everything on their end which is good that's okay. So we'll proceed with the Linksys router. So as for the Linksys router to address slow internet connection or intermittent connection. Um so far for this one this is actually part of our uh MR series routers so it's part of our first generation of mesh system uh so um in terms of uh software we already stopped manufacturing this one and then we uh we already um in terms of hardware we already stopped manufacturing the MR7350 and then in terms of software um you also already stopped uh sending firmware updates since December um this December 11th of 2024, so more likely is it since it's already 2026, the firmware of this one is has already been obsolete um uh however, however, you can actually still use this one it's just that um what we can do for the troubleshooting is that we can try to reset and then set it up again to create a new connection. with your Internet service provider to check if there is gonna be improvement in terms of the speed, we can only do that far of a troubleshooting to address the intermittent connection, so yeah, we'll probably have to, if you can actually still use this one because because it's actually still working, it's just that the firmware is just faded which usually sometimes address the connection, the speed and then the stability of your router, so in terms of reset, if we will go into troubleshoot this one, um, once we reset it, everything that was actually configured to this Linksys router will be removed or deleted, so, the wireless devices that's currently connected right now will be totally disconnected for the meantime, and then we can set it up again to create a new handshake with your Internet service provider, so we can Can check there's gonna be improvement with the speed. [silence] However, um we'll have to set it up again. You can use the same SSID so most of your devices will be able to connect automatically and then we'll have and then we will let you have it observed for like 24 to 48 hours if there's improvement or if you're still experiencing the same issue because if you still have the same issue, ma'am, what we usually recommend on this one, we can try to escalate it to our level two to perform advanced troubleshooting, but that will be on a much more tech uh it it actually will be much more technical on your side since um they will perform advanced troubleshooting to diagnose the um router. [silence] However, if uh we also have other options for you. You can also upgrade to.
09:00
Speaker 1
I'm sorry. You know, I, I think what, because I already not completely understood everything you said or what that really means. So, I think I'm just going to let you go, and I'm going to call the person that I call when I have issues with a printer or whatever technical problems, electronics issues, and I will let him talk to you.
14:00
Speaker 2
So, newer models for a much more stable internet connection. So, those can be my options based on what you have shared, uh, them earlier, that your husband was more technical than you are in terms of doing all the troubleshooting. So, I can walk you through the entire process for the basic isolation, which is the reset and then the reconfiguration. But if you think that whatever would be much more easier for you? Mhm. Uh huh. Mhm. Okay. Hmm. [silence] Okay. Yes, as for troubleshoot and then reset, then reconfiguration. Yeah. I don't usually promise any time frame but more likely we'll just have to be ready because sometimes it will take a 30 minutes to one hour. I see. Yeah. I guess I think. Yeah. [silence]
14:00
Speaker 1
[silence] [silence] [silence] Okay okay uh okay yeah now it's coming in. okay I think if you email me that and then I'll get hold of him because I don't know his email/id.
16:00
Speaker 2
Oh, oh, no. For the reset and then the reconfiguration, as long as you have an active internet connection from your internet service provider, it will only just take 30 minutes to an hour for the troubleshooting. But yeah, I think it would be best if you have someone that can help you out to perform the troubleshooting. If you won't as well, I can send you, I can send you an email step by step for the reset and the reconfiguration and then the possible work around that you can do on the MR75 that you have. You can let you can let that someone to read the email, follow the instructions, but if you, but if you want to have us on the other end as well to assist you, we can you can also give us a call back so we can assist you with the entire process with that someone that can help you. Now.
16:00
Speaker 1
and he can read it and he can decide. And then I pay him. Okay? Alright. Yes. Okay, 8 to 11, huh? Alright. So are you going to email me that detailed information? Okay. Now I can give you lots of time because I know he's not that available. Okay. Alright. Okay. Thank you so very much. Thank you for your patience. Thank you for your patience. Okay. Bye. You too. Uh huh. Have a good one.
17:00
Speaker 2
okay. I, I also sent it. You have it. No reps. No reps. You have up. So, just give us a call anytime. This is just the our this is the only up line number that we have for links. It is open Mondays to Fridays only. 8:00 a.m. to 11:00 p.m. Eastern Time. Okay. Yes. Yeah, I will email it to you after this phone call. Give me maybe 5 to 10 minutes if that's fine with you. Okay, I see. All right. anything else, ma'am Carol, just give us a call, okay? You're welcome. Thank you as well for taking. You're welcome. You're welcome. You have a good day now, okay? You take care always. [silence] thank you so much see you guys bye bye
17:00