V2 Rubric Detail — d76448cc-7ad2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 13:42
Duration
23m 50s
Contact
Charles Reigeluth
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136333
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7500 reconfiguration

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical2.50/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall82.6% (+26.6)

V2 Grader Summary

The agent demonstrated strong ownership, communication, and troubleshooting logic, guiding the customer through reset and setup. However, a critical technical error — claiming the MR7500 should show solid purple after reset — constitutes a material inaccuracy. The issue was partially resolved by isolating the problem to the ISP, but the incorrect LED guidance undermines full technical accuracy, warranting auto-zero under the rubric.

V1 Case Analysis

Customer reported MR7500 with blinking red Wi-Fi LED and no connectivity. Performed factory reset and 5-press method. App setup failed due to no internet detection. Modem data LED off. Advised customer to contact ISP. No technical fix achieved.

Troubleshooting Steps
  • Collected serial number and identified model as MR7500.
  • Performed factory reset via reset button hold.
  • Guided through 5-press pairing method.
  • Walked through Linksys app setup steps.
  • Checked modem LED status and suggested direct Ethernet test to verify ISP service.
Key Observations
  • Agent incorrectly stated the router should show a solid purple light after reset ([09:00]), but Linksys KB specifies solid blue for MR7500 after factory reset.
  • The 5-press method was correctly suggested for MR7500, a supported model per universal_5press_models.md.
  • Call contained long pauses, repeated questions, and inefficient flow, reducing efficiency.
  • Agent failed to obtain email and confused customer with model number repetition, indicating poor protocol adherence.
  • Despite technical inaccuracy, agent correctly deduced ISP-side issue based on modem data LED being off.
Positive Highlights
  • Collected serial number and correctly identified model MR7500 and out-of-warranty status.
  • Provided correct factory reset and 5-press pairing instructions for MR7500.
  • Correctly interpreted modem data LED being off as a sign of ISP service interruption.
  • Provided a clear next step: test modem directly and contact ISP.
  • Maintained professional tone and offered callback option if ISP confirms service.
Agent Errors / Gaps
  • Provided incorrect LED behavior after reset: stated router should show solid purple light ([09:00]), but MR7500 should show solid blue after factory reset per KB.
  • Repeatedly asked for model number despite already identifying it from serial ([01:00]-[02:00]), causing confusion.
  • Failed to capture a valid email address despite multiple prompts.
  • Did not create or reference a HappyFox case number.
  • Incorrectly suggested a desktop computer was required to test modem ([19:00]-[20:00]); a laptop with Ethernet port is sufficient.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent identified no connectivity and blinking red light, performed factory reset, guided setup, but could not confirm internet due to suspected ISP issue; final resolution depended on customer contacting ISP.
R2 Met Diagnostic thoroughness conf 98%
Agent conducted logical troubleshooting: confirmed model/serial, performed factory reset, guided app setup, verified modem lights, suggested direct modem test; steps advanced diagnosis toward ISP verification.
R3 Met Correct resolution path conf 97%
Agent correctly acknowledged device was out of warranty but provided full troubleshooting support including reset and reconfiguration; did not dismiss customer and offered continued assistance if ISP issue resolved.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent identified symptom (blinking red light), asked about outage history, verified modem status, and logically concluded potential ISP-side issue after ruling out router configuration; root cause narrowed to upstream connectivity.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used customer-reported LED states and app feedback but did not leverage remote diagnostics or request logs; however, for an OOW device with basic tools, the approach was reasonable given context.
T3 Not Met No misinformation conf 100%
Agent stated the MR7500 should show a 'solid purple light' to indicate it was properly reset. According to universal_factory_reset.md, the MR7500 should show a solid blue light to indicate it is ready for setup. Purple is not a documented state for this model.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control throughout, set expectations (reset will revert settings), guided step-by-step, managed transitions clearly, and stayed composed despite customer uncertainty.
C2 Met Confirmed understanding conf 93%
Agent adapted language to non-technical user, confirmed understanding at key points, avoided jargon, and provided clear instructions. Customer expressed appreciation for clarity.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, followed through on all commitments, and offered callback option. Took responsibility despite OOW status.
O2 Met Proactive follow-through conf 95%
Agent set clear next steps: contact ISP to verify service, then call back if issue persists. Provided realistic timeline and follow-up path.
O3 Met Closure confirmation conf 94%
Agent reviewed serial number, model, and issue history at start. Did not re-ask documented information and maintained continuity throughout the call.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was appropriately narrowed to ISP, and customer was given a clear path forward.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — agent handled case to logical conclusion given external dependency.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy ('sorry to hear'), remained patient during pauses, stayed professional, and received positive feedback from customer ('you've been great').
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, allowed time for physical tasks, checked in appropriately, and kept customer engaged through complex steps.
X3 Met Overall experience conf 93%
Agent avoided unnecessary repetition, used information as provided (serial, name), and handled setup steps efficiently without adding friction.
Call Transcript48 turns · 48 lines
Speaker 1
welcome to the link and it nine six one. I don't know what you guys can do and any more. I so, uh, there's this matter for me to ask you perfectly. There seems to be really no connectivity on the uh, router whatsoever. the Wi-Fi little blinking light there on the top doesn't seem to be doing anything, either. uh, I've tried plugging the uh, uh, ethernet cable from my laptop computer right into the router, but I'm getting that Awfully familiar Ma reflecting back at me. uh, okay. uh, okay. uh, so because I don't know exactly how old this thing is yet. Uh, it looks like the exact same model number as the little spidery one we bought. so about like two or three years ago, maybe, uh, what I don't understand is why it even stopped working like this. It seems like it worked absolutely fine and then uh, one day, just suddenly seems like for no reason, uh, it stopped working altogether. I have to search for it on the table. One second, I
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 for calling Linksys. This is Ice. How can I help you? I see. I'm sorry to hear about that. So, may I have the serial number of your Linksys router? [silence]
00:00
Speaker 1
Let's see. Serial number 45C10M25B00 573. Yes. Yes.
01:00
Speaker 2
Alright, I'll repeat again the serial number is 4584 for Charlie, 10m for Mike, 25B for Boyd, 00573. That's correct? Mr. all right, So uh your Linksys router, sir is model MR7500, 005, uh B, for Boyd and uh 73, that's uh Correct, alright, what is the model number sir of the router that you're using, uh that model number is MR what sir? one seven five four, one seven five four is the uh is the model for the uh router, sir.
01:00
Speaker 1
no. no. this is the only one I have. yeah. it's Charles rigel others. that's R-E-I-G-E-L-U-T-H. yes. yes. yes. it is. well I have
02:00
Speaker 2
do you have or are there any other lens extender available let's see okay all correct first recorded for you sir may I have your name Charles Reagan Reagan r-e-i-g-e-n-t-l-h Charles correct all right uh thank you Charles uh what about your email address
02:00
Speaker 1
[silence] uh-uh. No. [silence] No. No, we were just.
03:00
Speaker 2
So Charles l vzdialut at LLT dot com, all right. Okay, first, your router disconnected slash power outage slash or slash internet service interruption. [silence]
03:00
Speaker 1
just uh watching TV and all of a sudden it froze. So I came to look at the router and uh it was um red light blinking. Um, that's right.
04:00
Speaker 2
So you never have any internet outage. It just turned uh, to blinking red. Okay. Alright, so, we'll do some uh, troubleshooting steps with your router. Actually, your router is already out of warranty but,
04:00
Speaker 1
Yes. Okay. Okay. It is gigabit now. It's fiber optic.
05:00
Speaker 2
Since you're using our Linksys product, we'll provide you some assistance with some basic troubleshooting steps. Uh, what we can do is to do a reset and reconfiguration on your router. Is that fine with you? So, once we do a reconfiguration of your router, it will revert back to its default Wi-Fi settings. So, we need first to reset your router. May I know first, uh, Charles, who's your internet service provider?
05:00
Speaker 1
Yes. Gigabit. Capital N-O-W. No. I don't know if it's the same. Gigabit now is the only name I'm familiar with for it. [silence] Okay. Okay.
06:00
Speaker 2
gigabit IQ. So, it's not gigabit IQ or is it the same? I see. All right. Uh, thank you Charles. So, let's uh do a reset first on your lyn's router. First, press and hold it's reset button. Uh, you will notice it's light will flash bright red.
06:00
Speaker 1
okay. I'm holding the reset button now and it's, uh, now it's solid red. It was a blinking red, now it's solid red. Okay, now it's blue. Solid blue. No, solid blue. Now it's, oh.
07:00
Speaker 2
uh, okay. did you release... if it's off, you can uh, let go. the router's reset button the reset button on the router.
07:00
Speaker 1
Uh, the light is blinking blue right now. Well, it's kind of hard to hold the reset button 'cause it's recessed, but I'll try it again. Um, okay. I'm holding it now and it's blinking blue. Now it's red. Solid red. Now it's... I don't know. Okay. It's off now.
08:00
Speaker 2
So did you already let go or release holding the reset button? So did you already let go or release holding the reset button? Okay, it will flash bright red and then pulse dimly three times and then it will flash bright red again. Until its light goes off. That's the time to let go releasing holding the reset button. Okay. Then let's just wait for its light to turn back on.
08:00
Speaker 1
Yes, it just came on solid blue. Uh okay. Yeah it's blinking blue now. Okay, it's just blinking blue still. Okay. Okay.
09:00
Speaker 2
Okay, let's just wait, because it should start blinking first. That's the normal process. So we'll wait for it's light to stabilize. Basically, we need your Router to have a solid purple light, because that's the only light indicator that your router was properly reset. So let's just wait. It's still booting up or starting up. Once it turns solid purple, then it means it's ready to be setup.
09:00
Speaker 1
[silence]
10:00
Speaker 2
up, [ silence ] yeah. That's good. So, [ silence ] we're going to set up your router before the calls. Do you have the link app on your phone? Okay, that's good. Uh, I want you to open your link app. [ silence ] Okay. Open it. Uh, just open your app and then before you proceed, go, uh, [ silence ] your secure your router. [ silence ] Uh, leave it connected while you wait for Gary to troubleshoot it. Okay. [ silence ] Uh, give me a second.
10:00
Speaker 1
okay it uh uh it's in now and uh huh okay So I'm in settings. On an iPhone, I click Wi-Fi.
11:00
Speaker 2
To your phone's Wi-Fi settings. Okay, I need you to go, go first to your Wi-Fi settings on your phone. I need you to connect, connect to your router's Wi-Fi name, the default Wi-Fi name of your router. You can check at the bottom of your Linksys router. There is a product label sticker at the bottom of it, and the default Wi-Fi name is indicated there.
11:00
Speaker 1
And. Okay. I, I think, I imagine it's Linksys Setup 687. Okay. Okay. Let's see. Uh, where does it have it? Uh, name, Linksys Setup 687. Yes.
12:00
Speaker 2
look look for the default Wi-Fi name of your Linksys router uh you can check on your Linksys router at the bottom of your Linksys router just uh to be sure that it is the correct default Wi-Fi name check at the bottom of your Linksys router if it's the same uh Wi-Fi name then connect to it [silence] okay then connect to that also look for the Wi-Fi password
12:00
Speaker 1
[KEEP_UNCERTAIN] Ah, okay, let's see. That's fairly complicated. So, better leave my router upside down. And let's see. Password D, I guess that's an O, not a zero. Well, no, I guess it's a zero. D0HU. D0. HRHU. No AK.
13:00
Speaker 2
It's also indicated there at the bottom of your Linksys router, so you need to type that Wi-Fi password.
13:00
Speaker 1
UH-huh.
14:00
Speaker 2
Okay, that's good. Now, once you have connected to your router's Wi-Fi name, go back to your Linksys app. Okay, once you open the Linksys app, what do you see on the first page? Okay.
14:00
Speaker 1
Uh, connect the router to your modem or source of Internet. If your router has a port labeled Internet, use that one. What's that? Okay. Yes. Yeah, so, yes, it is already plugged in. Yes. Okay. It's connected.
15:00
Speaker 2
Okay. So check if your router is connected to your Gigabit modem. Is it already plugged in to your Gigabit modem? And and you make sure that uh the ethernet cable is plugged into the internet port of your router. The one that has a yellow label. Okay. That's good. Then just proceed next on your app. [silence]
15:00
Speaker 1
Plug additional nodes into power near the router. keep them close for this setup. yeah, I don't have I don't have any additional nodes. okay. Make sure everything has finished starting up. The light will blink while starting up and turn solid when it's ready. Okay. Checking for internet. This could take up to a minute. The light is still solid purple.
16:00
Speaker 2
Yes, just click that. Yeah, so just click next. Okay, just click next. So let's just wait, because the app will try to connect to your internet service provider Algibit now. If the app detects an internet connection, [silence]
16:00
Speaker 1
[silence]
17:00
Speaker 2
So, uh, internet coming from your gigabit now modem. Then it will be connected and your router light will turn solid blue. So, uh, your uh, uh app did not detect any internet, uh source coming from your gigabit now provider. So, that's why I asked you before if there was an internet outage from your internet provider, because that may be the reason why your router first that got disconnected. So, are you sure there's no notice from your gigabit now provider that they have some internet service interruption?
17:00
Speaker 1
Correct. My modem has a green light for power and a green light for PON P-O-N. I don't know what that is, but the data light is not lit up. [silence] Oh, great. Um, I have a laptop.
18:00
Speaker 2
[silence] Yeah, so the data, it means it's not transmitting any data from your modem to your I mean from your internet source to your modem. So that could be the reason. Now we could verify if there's really an internet coming from your gigabit Now modem by connecting a computer connecting a computer directly to your gigabit Now modem. Do you have a desktop computer?
18:00
Speaker 1
uh huh okay Girl, I could ok, I can probably get one Uh what should I do when I get it.
19:00
Speaker 2
I don't think that would work because the laptop usually have the USB type port and it doesn't have the same ports as the modem or the Linksys router ports. So yeah, it should be a desktop computer. When you have a desktop computer, use an Ethernet cable, connect your computer directly to your gigabit now modem and by that, open a website, web browser on your computer because if there is really an internet straight from your gigabit now modem, your computer will be able to open a website like YouTube or Facebook or Yahoo.com to could play videos.
19:00
Speaker 1
yeah, okay. I did do that already. yeah. okay. uhuh
20:00
Speaker 2
But if it doesn't, then it only means that there's really no internet coming from your gigabit network modem. Now, mm-hm. We can do, uh we can try to a power cycle your gigabit network modem. Uh, I see. So since you've already do a power cycle on your modem and still your router or um did not detect, the app itself did not detect any internet coming from the modem, then it only means that there must have been an internet service interruption on your internet service provider. But we could try another step, Charles, because I don't want to um leave you with no other options. I'll uh will do another step of connecting your router to your uh modem. If there's really an internet,
20:00
Speaker 1
I see. Okay. Okay Five times. Okay. Let's see One, two, three, four, five. Got it Uh-huh. Yes, it's blinking purple.
21:00
Speaker 2
your router will light will turn solid blue but if uh know uh internet coming from your modem then your router will not will not be set up completely or or its light will not turn solid blue. So this this method is the five press set up method. So you're just going to press the reset button on your router Linksys router press the reset button five times within five seconds yeah. Let go. Okay, just let go and then wait for it's light uh it should start blinking okay. So if it turns solid blue then it means it got uh
21:00
Speaker 1
Okay, it turned blue very briefly, and then it blinked red and blinked blue and purple. It's changing, it's blinking and changing color each time. Um, [silence] Ooh, [silence]
22:00
Speaker 2
Setup. was configured successfully and your router is connected. I see. So that means that there is a problem with a transmission of data from your internet provider to your modem and that is why your router also gets an unstable connection internet connection from your modem. So I think Charles the best way is to contact first your internet service provider ask them if there's an internet outage on their end to verify that you really have.
22:00
Speaker 1
OK, OK. Sounds good. I really appreciate your help. That's uh, you've been great. Ah. Great. OK, terrific. Thank you so much. I greatly appreciate it. Mhm, OK. Bye. Bye.
23:00
Speaker 2
You're welcome, Charles. It's my pleasure to assist you. And if your internet provider said there is and uh their internet connection is okay, you can always call us back again and we can do more some troubleshooting steps. Okay? All right. You're welcome, Charles. You too, Charles. You did great. Thank you for calling me. Once again, this is Thank you, Charles. Bye.
23:00