V2 Rubric Detail — de603f94-6c29-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 21:57
Duration
19m 16s
Contact
Bill Stellema
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134137
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ Auto-Zero applied: T3 Not Met — Agent provided materially incorrect technical instruction by directing customer to perform a 5-press reset on an MR7500, which is not a supported method per KB. This constitutes a critical failure in technical accuracy.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall0.0% (-56.0)

V2 Grader Summary

While the agent achieved functional setup and demonstrated strong communication, they committed a critical technical error by instructing a 5-press reset on an MR7500 — a model not documented to support this method. The correct procedure is direct setup via myrouter.local without reset. This materially incorrect guidance triggers an auto-zero per QA policy.

V1 Case Analysis

Customer unable to complete Linksys Cloud app setup on new HydraPro 6E. Performed manual 5-press reset, connected to default Wi-Fi (Linksys_Setup_947), accessed myrouter.local, renamed SSIDs and set passwords. Internet connectivity confirmed.

Troubleshooting Steps
  • Advised a 5-press reset (contradicted by later 10-second hold instruction).
  • Guided customer to connect to default Wi-Fi network (Linksys_Setup_947) and access https://myrouter.local.
  • Walked through Wi-Fi settings to rename SSIDs and set passwords; verified internet connectivity.
Key Observations
  • Agent repeatedly misidentified the brand as "Lynxestllis" instead of Linksys, a serious accuracy failure.
  • Provided contradictory reset instructions: first 5-press method, then 10-second hold while unplugged.
  • Declared warranty status as expired without verification, contradicting KB guidance on warranty lookup requirements.
  • Failed to confirm modem connection to WAN port before troubleshooting, a basic topology validation step.
  • Used correct local URL (myrouter.local) and default credentials (admin/admin) for setup, aligning with KB guidance.
Positive Highlights
  • Correctly identified that the Linksys Cloud app is discontinued and guided the customer to use the local web interface (myrouter.local).
  • Provided the correct default login credentials (admin/admin) and URL (myrouter.local) for local access.
  • Successfully guided the customer through Wi-Fi configuration, achieving working internet connectivity.
Agent Errors / Gaps
  • Repeatedly misidentified the brand as "Lynxestllis" instead of Linksys, violating brand accuracy requirements.
  • Provided contradictory reset procedures (5-press vs. 10-second hold), confusing the customer and deviating from KB guidance.
  • Declared warranty status as expired without performing a lookup or requesting receipt, violating KB protocol.
  • Failed to confirm modem was connected to the WAN port before troubleshooting, a critical topology validation step per KB.
  • Did not create or reference a case/ticket number, failing to follow case-management protocol.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed computer was online and guided customer through Wi-Fi personalization; customer confirmed setup completion and expressed satisfaction.
R2 Met Diagnostic thoroughness conf 97%
Agent verified modem connection, LED status, performed reset, accessed local UI, and confirmed internet access before finalizing setup.
R3 Met Correct resolution path conf 96%
Agent correctly identified device was out of warranty, explained limitations, and provided one-time best-effort support as per policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent misdiagnosed initial issue: customer reported 'Linksys cloud unavailable' during setup, but agent incorrectly assumed a software/cloud problem and performed a 5-press reset, which is not a standard setup fix. The real issue was likely local setup flow confusion, not a fault requiring reset.
T2 Met Appropriate tools / resources used conf 95%
No external tools were needed; agent appropriately used local browser access (myrouter.local) and customer’s computer to complete setup.
T3 Not Met No misinformation conf 94%
Agent instructed a '5-press' reset on an MR7500, which is not a documented method for this model. MR7500 uses standard factory reset (10–20 sec hold), not 5-press. KB states 5-press applies only to WHW/MX/MR without Pair button, but MR7500 does not support 5-press for setup. This is a materially incorrect instruction.
Communication
C1 Met Clear & professional language conf 96%
Agent maintained control, set expectations, managed hold professionally, and kept interaction focused on resolution steps.
C2 Met Confirmed understanding conf 95%
Agent used clear, non-technical language, confirmed understanding at each step, and adapted to customer’s pace and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and completed full setup without unnecessary handoff.
O2 Met Proactive follow-through conf 94%
Agent provided clear next steps (reset, connect, login, configure) and set realistic future support expectations.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent apologized for hold, acknowledged customer’s situation, and remained courteous and empathetic throughout.
X2 Met Tone & rapport conf 95%
Agent matched customer’s tone, checked comprehension frequently, and kept engagement high.
X3 Partially Met Overall experience conf 92%
Agent asked customer to perform 5-press reset unnecessarily — this step was not required for initial setup and added complexity. Setup should proceed via normal wizard without reset unless device is faulty.
Call Transcript36 turns · 38 lines
Speaker 1
Hi I've got um a lynx this router I just pulled out out of the box brand new I'm trying to go through the setup as it's described I've downloaded the app but the steps don't match.
00:00
Speaker 2
Welcome to Lynxestllis 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. Lynxestllis.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support is available. Retrieve 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. [silence] [silence] Thank you for calling Lynxestllis. This is [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Yes, sir.
00:00
Speaker 1
Okay. The paperwork with the router and it won't connect to it, won't do anything for me. Okay. It is uh HydraPro 6E. Okay. Sure. Um, yep. It is 45C10M2AD04018. It's correct.
01:00
Speaker 2
Okay, so this is for initial installation. Can I have the model number and the serial number of your Linksys device? Just try to look underneath it. Can I have the serial number, please? It's underneath the Linksys. Four, five, C for Charlie, one, zero, M like Mary, two, A for Apple, D like David, 04018, correct?
01:00
Speaker 1
Yes, my name is Bill. Stella. Yeah, it is S-T-E-L-L-A E-M-A. It is M-I-D-K-7-D- U-S-A.
02:00
Speaker 2
OK, let me just check this serial number. So, I so you have an Mar 7,500 and still going to have your name? Last name. Can you spell it up for me, sir? OK. And, uh, can I also have your email address, please? [silence] [silence] [silence]
02:00
Speaker 1
I have. Well, I have a modem, but it's not there's. I purchased my own. No, it's been here for years. I'm, I'm replacing an. Yeah, I'm replacing an old Lynx router with a new one., so everything's been working fine. Now I'm replacing it. Just one, yes.
03:00
Speaker 2
Okay, so that's mid C as in cat, eight, seven D like David, at Yahoo.com. And who is your internet provider? Xfinity. Okay. So you do have a box from Xfinity, right? You have a modem from Xfinity? Is that a new modem as well? Uh, okay. All right. And that is already working? Okay. I see. All right. So how many links devise you have? How many MR 7500? Just one?
03:00
Speaker 1
I don't know. Let me look and see if I've got the receipt in here. it Yeah, I don't see the receipt in here. I probably have it saved somewhere.
04:00
Speaker 2
So what is the exact date of purchase sir, cause you mentioned that it's newly purchased. It's out of the box. So K for us to also validate. Uh okay hold on. Yeah for us to validate the warranty, we also um we need to get the copy of the receipt for this mr. Salemar. So I will send you an email later on. So you can send me uh just uh reply to that email and send the copy of the receipt okay for me to validate the warranty status.
04:00
Speaker 1
Best Buy. Uh, well, I wouldn't still have the email, but I would have the receipt somewhere saved on my computer. Okay. No, no, I, I purchased it, I purchased it a little while ago as a stand by because my previous Linksys router is old and it's starting to act up. So, I bought this one to have as a stand by.
05:00
Speaker 2
Where did you purchase this? Okay. Yeah, I believe you have that from your email, right? Okay. Yes. Yeah. We'll just do that later on Sir Bill. I'll send you an email so you can attach a copy of the receipt to your email. Okay? So we'll just start with the troubleshooting right now. Okay. So, yeah, you purchased it this month, right? Or last month? Okay.
05:00
Speaker 1
So, when the other links as the existing links as router starts going bad, I can replace it. And that's what's happening. No, it was probably a year to a year and a half ago. Yeah, I haven't had it out of the box until now.
06:00
Speaker 2
Yeah, can you recall, the, like, uh, what was it this year or what month? Oh, okay. Yeah, cuz, actually, Bill, this router has a one-year warranty from date of purchase. But this is just out of the box, right? I mean, you did not use that. All right. Okay. Um, I just need to have this checked first, sir, Bill. Um, so, uh, I need to verify this first with my immediate superior. Can I put you on hold for a out to three to four minutes would that be okay all right just hold on hello sir Bill yeah hi there thank you so much for uh patiently waiting I do apologize for the hold uh I had verified this already with my immediate superior sir okay since um yeah I understand that uh you just uh [silence]
06:00
Speaker 1
[silence]
09:00
Speaker 2
to set up this router for the first time, and you had this router for a year and a half. And just to set your expectations sir, we'll give you a one-time assistance for this. Okay? Now, since you had this router for already over a year, cause the warranty period for this router is only good for one year from date of purchase, sir. So if ever the device seems to be defective, we cannot process any replacement for that. Okay? And yeah, we will give you a one-time support, free technical support for this time only. And if ever you need to call us back in the future, there will be a fee for the service, since this device is out of warranty. Okay. All right.
09:00
Speaker 1
And I'm watching the lights on the router, and it's doing what the paperwork says it's doing through setup. But what's happening is I get a, Linksys cloud is temporarily unavailable. So I mean, if I'm not connected to the internet, I'm not setting up the router. How is it going to connect to the cloud? I don't understand this problem. Okay. Yes, I had Silver have. Okay. Okay. Yes, I have. Been using a tablet with the Linksys app, but I do have a computer right here too.
10:00
Speaker 2
Mm. Um... Yeah, actually, uh, what we're gonna do there is we're gonna set up your router manually. Okay. The Linksys app, um, the remote access on Linksys app is no longer available. That has been discontinued. We can only access the Linksys app locally. Okay. So, we will be using your computer. Do you have any computer available? So as we can set this up properly? Mm-hmm. [silence]
10:00
Speaker 1
Yes, I do. Well, on the router itself, the Linksys router, there's a purple light that's solid, which means it is ready for setup.
11:00
Speaker 2
Okay, all right. Okay, so let me verify your connection. Um, do you have the modem connected to the uh, linksys to the internet port of your linksys router? Mhm. And uh what is the uh LED indicator? What lights are lit? Okay, that's purple light. All right. Okay, now um, we'll just have to do a five press on the linksys router, sir. So to do the five press, press the reset button at the back five times. Okay? Do not press and hold it, but press it once and do it five times. Okay, so it's like pressing it five times okay, you answered no to uh having the model connected to the uhmodem connected to the internet port. So can you tell me what other ports it might be connected to? For example, the other LAN ports or something. So let me uh verify the uh the modem's connection sir? You mentioned that the LED indicator is purple light. Yes. Okay, so to do a hard reset on the linksys router, first please make sure to unplug the power cable. Then press and hold the reset button on the router for at least 10 seconds while it's still unplugged. After 30 seconds, please plug the power cable back in. Let the router boot up normally. Once it's fully booted up, you should see that the purple light turns green, indicating that it's successfully reset. Now that you've done that, could you please check if the modem is now connected to the internet port? And let me know what LED indicators you see.
11:00
Speaker 1
Okay, once, twice, three, four, five. Okay? Now the light is blinking. Yep, it is blinking. [silence] Okay, it changed colors briefly, but it's still blinking. Now I've got blue solid light.
12:00
Speaker 2
press release, press release, regress release. Yeah, just do it five times. Okay, now please check the lights. Okay, we'll just wait for the lights to stabilize. Okay.
12:00
Speaker 1
That's correct. Okay. Okay. Let's see here. Oh, it's upside down. Hang on. Okay. Links to support... every key factor. Okay. Got it.
13:00
Speaker 2
So now it's blue. Solid lights. All right. Can you please? Yeah, can you please take a picture of the settings at the bottom of this Linksys router? Just look for the sticker. It has the Wi-Fi name as well as the Wi-Fi password at the bottom. You would also see there the recovery password. So, just take a picture because we need those settings. All right, so now can we go to your computer?
13:00
Speaker 1
Windows 11. Yep. I see the router. It's uh, yeah, it's underscore linksys setup 947. Yeah. Yep, okay.
14:00
Speaker 2
Okay. All right. Now on your, by the way, what's the operating system of your computer? [silence] All right, that's Windows 11. Now kindly look for the wireless icon. Okay, now do you see the network? Yes. Do you see the network? What's the network name, by the way? Is it links this or Vellop setup? [silence] Okay. Links setup 947. Okay, please connect to that network. Then just type in the password.
14:00
Speaker 1
Sure. Yeah. No, absolutely. I want to put a password in there and, and, and, uh, set the security settings.
15:00
Speaker 2
Okay, now please check if the computer is online, sir. Try to open up any websites first. Online. Okay, very good. Now, what we're going to do next is we will personalize. Would you like to personalize the Wi-Fi settings or you want to leave it that way? Okay. All right, so kindly open up a new window and then on the address bar type in https://myrouter.local.
15:00
Speaker 1
Okay. Let's see. Okay. Says uh, download the link. This app for setup. Uh, yes. Okay. Um, access router. All right. Once. Okay. Okay. Uh, why. Why? Why? Why? Why? Why? Why? Yes.
16:00
Speaker 2
Okay, do you see images of two phones? All right. Just click it, sir. Yes, by default, that is admin, A-D-M-I-N, all lowercase. Okay. So you're able to sign in. All right. Now, kindly look for CA down at the very bottom. Just scroll down.
16:00
Speaker 1
Okay. Oh yeah, I see it. Yep, I found it. Got it. Yep. Got it. Wi-Fi settings. Yep. Okay. Excellent. Okay. Yep. Yeah. Yep, okay.
17:00
Speaker 2
[silence] the the the details are really small so it's actually uh in a blue uh highlight highlighted blue color. Yep okay just click on CA and once you click on CA just go to Wi-Fi settings. It's on the left panel. Yes and that is where you change the Wi-Fi name as well as the Wi-Fi password. Yes. So there are three bands since that is a tri-band Wi-Fi 6E so you can rename each band. So just uh you can put in your name and then just put uh the numbers at the end for the 2.4 gigahertz then for the five and the six as well. and then for the Wi-Fi password sir you may uh
17:00
Speaker 1
Right. Yep. Just like I had on the last one. Okay. Okay. Uh, yup. That'll that'll get me where I want to go. Yep. That's good. Okay, sounds good. Okay. That sounds good. Yeah, I'll set it up exactly like my old router, and then everything should work just fine. No, that's all.
18:00
Speaker 2
Yes. create your Wi-Fi password and just set up the same Wi-Fi password for each bands. Okay. Yes. So once you save the settings, you need to reconnect using your computer with the new wireless network. So just take note of the settings. You may take a picture of it so you'll have a copy. All right, sir Bill. Okay. Yes, definitely. So will there be anything else you need help with, sir? Okay. I appreciate your time and have a good one. [silence] Thank you. [silence] Yes, thank you. Thank you. Okay. Thank you. Thank you. You too. [silence]
18:00
Speaker 1
Okay, thank you very much for your help. Bye-bye.
19:00
Speaker 2
So for more information, please visit our site support.Linksys.com. This is Epi again from Linksys. Thank you for calling. Have a great night, Sir Bill. [silence] You're welcome. Bye-bye.
19:00