V2 Rubric Detail — da0c0826-73bb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 13:10
Duration
14m 59s
Contact
David Brown
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135129
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9000 reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication1.25/5
Ownership2.50/5
Escalation5.00/5
Customer Exp1.07/5
Overall34.6% (-21.4)

V2 Grader Summary

The agent did not resolve the customer's internet outage and provided only generic, non‑troubleshooting advice. No meaningful diagnostic steps or tool usage were performed, and while the LED explanations were accurate, the call lacked proper control, empathy, and ownership. Consequently, the issue remains unresolved.

V1 Case Analysis

Customer unable to reconnect MR-9000 after reset; app cannot locate router. Agent confirmed out-of-warranty status, offered paid support with unclear pricing, and promised to email self-help steps. No troubleshooting performed.

Troubleshooting Steps
  • Collected model number (MR-9000) and serial number (32A10M25A07957).
  • Informed customer the device is out of warranty and offered paid support.
  • Provided generic possible causes (router not plugged, ISP outage, modem defect).
  • Explained LED status meanings (red blinking = no internet, blue blinking = booting, solid blue = online).
  • Offered to email step-by-step guidelines and directed to support.linksys.com.
Key Observations
  • Agent never verified the modem/WAN connection or performed a proper factory reset procedure.
  • Excessive silence (over 60 seconds total) and lack of active troubleshooting made the call highly inefficient.
  • Paid-support cost quoted (15,75,71) was invalid and not aligned with standard Linksys pricing.
  • Agent failed to guide the customer through the correct factory reset process despite the customer describing an incomplete reset attempt.
Positive Highlights
  • Correctly identified the router model (MR-9000) and collected the serial number from the customer.
  • Provided a clear explanation of LED colors and their meanings (red blink = no internet, blue blink = booting, solid blue = online).
  • Offered to send email guidelines and suggested the official support website (support.linksys.com).
Agent Errors / Gaps
  • Did not guide the customer through a proper factory reset (hold reset 10–20 seconds until light changes).
  • Offered a paid-support price that is inaccurate, confusing, and not standard (15,75,71).
  • Failed to confirm internet availability at the modem before troubleshooting the router.
  • Did not verify physical connections (power, Ethernet cable between modem and router).
  • Excessive silence and lack of active engagement severely reduced call efficiency.
  • Did not confirm whether the router was receiving power or if the Ethernet cable was securely connected.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed router was reconfigured or internet restored; only offered to email guidelines without verification.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting performed; agent gave generic causes and did not guide customer through power-cycle, WAN check, or reset verification.
R3 Partially Met Correct resolution path conf 94%
Agent correctly identified MR9000 as out of warranty and offered free email guidelines, but did not perform any best-effort troubleshooting before redirecting to paid service.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked only for serial number and model, then immediately shifted to warranty status without diagnosing symptoms or narrowing root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (remote session, router UI, speed test, logs) despite need to verify WAN connectivity and router configuration.
T3 Met No misinformation conf 99%
LED explanations (blinking red = no internet, blinking blue = booting, solid blue = online) are technically accurate per KB guidance.
Communication
C1 Not Met Clear & professional language conf 93%
Long periods of silence, no clear agenda, and no transition management; agent did not keep the call on track.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple language and apologized, but did not confirm customer's understanding or adjust tone to frustration.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent created a record and promised to email instructions, but did not stay on the call to verify the fix or follow up.
O2 Partially Met Proactive follow-through conf 88%
Agent said they would email the guidelines (next step) but gave no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Agent correctly decided not to escalate; the issue could be handled with troubleshooting rather than escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was required.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent offered a brief apology (‘Sorry to hear that’) but did not show deeper empathy for the repeated reset attempts or frustration.
X2 Not Met Tone & rapport conf 92%
Agent maintained a scripted, detached tone and did not adapt to the customer’s confusion or frustration.
X3 Not Met Overall experience conf 93%
Customer was left to repeat information and perform all troubleshooting steps themselves; no effort was made to reduce friction.
Call Transcript17 turns · 18 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of [silence] please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
Um. I, my internet went down. And I didn't know it was the internet. So, what happened? I come down, tried to reset my Linksys. Now, they say the internet's up, and I can't reconnect my Linksys.
06:00
Speaker 2
Thank you for calling Lenesys, this is Ice. How can I help you? Sorry to hear that. So may I have the seal number of your lens product?
06:00
Speaker 1
Yup. M is in Mary. This is the joining of Mary, 2 5 A is an Acre 0 7 9 5 7. Yes, that's correct. I'm sorry? Yes. 32 A as in 32 A 1 0 M 2 5 A 0 7 9 5 7. It's a MR-9000. Yes. I've done that 15 times. It says, push the red reset button and I do that and it goes through the whole setup and it says, do you want to use the same name that you did before? And I push yes and then it bumps me out. Uh-huh.
07:00
Speaker 2
All right. And how many of, so you only have one of each. All right, so since you have reset this router, you will have to configure again this router. Uh-huh. I see. All right. Okay, I'll create first a record for you, sir.
08:00
Speaker 1
My name is David Brown, D, J, Brown, three nine zero at a o l dot com. Armstrong Utilities. Armstrong cable. Correct. I I don't know how old it is, but uh I'm just looking for some assistance in resetting it.
09:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] All right, David. [silence] And your email address. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] All right, thank you, David. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Okay. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] David, it seems that your product, MR9000 is already out of warranty. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] All right. [silence] [silence] [silence] So for me to, since the product is already out of warranty, I cannot provide.
09:00
Speaker 1
wow wow you know I have the I have the app on my phone you know the Linx app and uh I walk through that it says we can't find your routers so I click the boxes search again you know all that other fun stuff that goes with that and and nothing seems to happen
10:00
Speaker 2
I do free technical or assistance, but if you want me to walk you through the steps on how to reconfigure again your router, you will have to apply for the paid connect service, which will cost you 15,75,71. But if you don't want to pay, we have an email support. I could send you the guidelines to your email and you will just follow the steps there. And that is free. Well, uh, you may have not properly reset your router if the app could not find your router.
10:00
Speaker 1
Could you tell me what causes a lynx's Wi-Fi to go bad?
11:00
Speaker 2
Another probable cause could be, uh, your router was not properly plugged into your modem, and it could not detect the internet connection. Or the third possible reason is that there is no internet coming from your modem or you still don't have any internet connection as of the moment. That's why the app could not detect, uh, any internet connection. So, there are only three, um, there are only three reasons. Your Linksys, uh, router, as you've mentioned, uh, it was working fine. It's just that you, uh, have done a reset on it. So, that's why it got disconnected from your internet connection because you thought it was the router that, uh, got disconnected. But
11:00
Speaker 1
okay. okay. uh huh. [silence]
12:00
Speaker 2
it was apparently your internet connection that has an outage. but since your internet uh they say that they're back online, then what you just need is to do a proper reset on your router. your router is working fine, maybe you d'oh, you have not properly reset your router because there is usually an indicator light indicator for a router to say that they're properly reset. so I can send you the guidelines and then you can check on what's the light indicator that says the router is properly reset. and as I've mentioned, uh, David. there are three possible possible causes why your link sys, app could not detect uh your router. one is that, there is still no internet connection update, or your internet service provider connection is still not back on your area. or your modem is defective, or if it's your router is defective is what it can be another possibility. hopefully this can help you and you can finally connect your app. if you need further clarification, again, just send a message on this channel, I can help you further. you. uh,
12:00
Speaker 1
all righty could you just explain one thing the difference between the red flashing light and the blue flashing light on the router or on the Wi-Fi okay [silence]
13:00
Speaker 2
Modem is not providing or supplying internet to your router. The other cause could be your router was not properly reset. And the third is that your router was not properly plugged. You know, there's an Ethernet cable connecting your router to your modem. So that could be one of the reasons. But since I'm sending you the guidelines, you can just check on that and follow the guidelines. And usually the lynx is up has an instruction on that. All right. If it's on your router, usually a red blinking light means it got disconnected from your internet. And if it's a blinking blue, it means it's still starting up or booting up.
13:00
Speaker 1
Okay. Okay. So then, uh, solid blue is what I want all the time. All right. Well, All right. All righty. Well, you're going to email that to me then? Thank you. Okey. All right. All righty. Well, I thank you for answering my questions. All right. Bye-bye.
14:00
Speaker 2
hanging up. The router is still starting up or booting up. Mm-hmm. Yes. Uh solid blue means it's already connected and online. Yes, I will email uh the guidelines to your address djbrown390@aol.com. And you can also consider trying our support.linksys.com site to ask for assistance from our AI agent or support bot assistant. All right. All right. It's my pleasure to help you. Thank you for calling Linksys, David. Take care. Have a great day. Bye.
14:00