V2 Rubric Detail — e145e7c8-7173-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 15:29
Duration
29m 0s
Contact
Destinlee Tuckergreman
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.71/5
EscalationN/A
Customer Exp0.00/5
Overall10.7% (-11.3)

V2 Grader Summary

The agent failed to perform basic troubleshooting for a solid-blue, no-internet issue — skipping WAN checks, modem restarts, and admin interface verification. Instead, they applied incorrect reset durations and prematurely declared the router bricked, advising replacement without exhausting standard procedures. No resolution was achieved, and customer effort was increased through repeated steps and unexplained holds.

V1 Case Analysis

MR7350 solid blue LED, no internet, no SSID broadcast. Agent performed 30s and 60s resets, power-cycled multiple times, but did not check WAN/modem or back-panel LEDs. Misinterpreted LED meaning and advised replacement without troubleshooting WAN or firmware recovery. No resolution achieved.

Troubleshooting Steps
  • Performed a 30-second factory reset via reset button
  • Conducted multiple power cycles (unplug/replug) without checking modem or WAN connection
  • Attempted a 60-second reset
Key Observations
  • Agent misinterpreted solid blue LED: per KB (led_intelligent_mesh_consumer.md), solid blue = 'Online and healthy ✅' — the router should have internet and broadcast SSID. This was a critical accuracy failure.
  • No WAN/modem or back-panel WAN LED check was performed, violating basic troubleshooting protocol for 'no internet' issues.
  • Reset durations (30s, 60s) exceeded KB-recommended 10–20s (universal_factory_reset.md), providing no benefit and confusing the customer.
  • Agent did not attempt to access the router via myrouter.local or 192.168.1.1 to check settings or firmware status, missing a key recovery step.
  • Prematurely concluded the router was bricked without evidence, violating support protocol for hardware fault diagnosis.
  • No warranty status, case number, or escalation path was collected or offered, despite prior paid support history.
  • Call contained long, unexplained silences ([04:00]–[06:00], [24:00]–[27:00]), reducing efficiency and customer trust.
Positive Highlights
  • Correctly identified the product model (MR7350) and serial number (33C1509601422) from customer input.
  • Confirmed the device was registered to an account and referenced prior support history, showing case awareness.
  • Attempted multiple reset methods in an effort to resolve the issue, demonstrating persistence.
Agent Errors / Gaps
  • Misinterpreted solid blue LED as a failure state; per KB, it indicates normal operation with internet connectivity.
  • Failed to check WAN cable, modem power, or back-panel WAN LED status — a fundamental step missing for 'no internet' issues.
  • Instructed factory reset durations (30s, 60s) that exceed KB-recommended 10–20s, providing no additional benefit.
  • Did not verify if the router was behind a double-NAT or ISP gateway that might block access to 192.168.1.1 or myrouter.local.
  • Did not attempt to access the router via web UI to check settings, firmware, or perform recovery.
  • Concluded the router was bricked without evidence and advised hardware replacement prematurely, violating support protocol.
  • Did not collect or create a HappyFox case number, despite prior paid support history.
  • Did not confirm warranty status or eligibility for replacement, despite advising replacement.
  • Left long silences unexplained, failing to maintain call control and efficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the router was likely bricked and advised purchasing a new one without resolving the issue or confirming a hardware fault.
R2 Not Met Diagnostic thoroughness conf 97%
Only reset attempts were performed; no checks of WAN cable, modem power cycle, or router admin interface to verify internet status or firmware.
R3 Not Met Correct resolution path conf 96%
Agent skipped standard troubleshooting (e.g., modem restart, cable check) and prematurely recommended replacement instead of pursuing best-effort resolution.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified the symptom (solid blue LED, no internet) but failed to ask key diagnostic questions about modem status, cable connections, or prior outages.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools like remote login to check WAN status, firmware version, or DHCP settings — all appropriate and necessary for this issue.
T3 Not Met No misinformation conf 97%
Agent instructed 30-second and 60-second reset holds, exceeding the documented 10–20 seconds; claimed router was 'bricked' due to power outage without evidence.
Communication
C1 Not Met Clear & professional language conf 94%
Agent placed customer on multiple long, unexplained holds and never set expectations or maintained control of the interaction flow.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms but frequently used fillers ('uh'), did not confirm understanding, and failed to adapt to customer's apparent frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abandoned troubleshooting after failed resets without attempting further diagnostics or offering a follow-up path.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timelines were provided; only vague suggestion to buy a new router with no support path forward.
O3 Partially Met Closure confirmation conf 86%
Agent acknowledged prior contact and referenced Paid Connect history but did not use documented troubleshooting steps from previous case.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation was performed and none was warranted at this stage — issue was still within L1 scope despite agent’s conclusion.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy, did not acknowledge customer effort or frustration, and maintained a detached, procedural tone.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pace despite customer’s repeated attempts to disengage and long silences indicating disengagement.
X3 Not Met Overall experience conf 94%
Customer was forced to repeat reset steps multiple times and endure extended unexplained holds, significantly increasing effort.
Call Transcript30 turns · 36 lines
Speaker 1
Hi, I'm trying to figure out what's wrong with my router because it's just showing a blue, solid blue and it's not connecting to the internet. It's not showing it's internet on the Wi-Fi's on my phone or any device. And I tried and I can't restart it. Serial number is 33 C150 960 1422.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call, uh, 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. Thank you for calling Linksys. This call cannot help. Okay. Okay, sir, can you have the serial number?
00:00
Speaker 1
Yes, that's correct. The email is D E S T I N would 19 at gmail.com. Destin Lee Tucker German.
01:00
Speaker 2
OK, thank you so much. Let me just try to double check that one here. OK. All right. The device is the MR7350. OK. And the device is actually registered to an account as well. Maybe you can confirm me the first name and last name and then the email that's on the account. Thank you so much. And the first name and last name. And this is the best fallback
01:00
Speaker 1
Yes.
02:00
Speaker 2
You've called before sir right? Okay. And then... Okay. And your internet service provider is Xfinity? Let me double-check your story. So the router that you have right now, it's solid blue, but it doesn't have any internet connection and then you can see the Wi-Fi name? Okay.
02:00
Speaker 1
I use the Wi-Fi Wi-Fi extender to my apartment, so I try to resetting it, uh I try and plugging it, I try doing everything goes with it. Okay, let's do that. Hmm. Ten seconds. I believe so.
03:00
Speaker 2
I'm sorry, are you using your airplane modem or you have also a Wi-Fi from Xfinity? And what have you tried so far on the Linksys router? [silence] How long did you press [silence] I see. How long did you press sorry, your reset button? 10 seconds, okay. Let me just review your case documentation here sir, because I think you avail for the Paid Connect but didn't finish it, right? When you give us a call before. Okay, I'll just double- check it here sir. Is it free on the same course? Fine, if I please, you know, for like two to three minutes, I'll be back with you real quick. Thank you so much. Stay on the line, [silence] [silence] Hello sir. [silence] Thank you so much for your patience.
03:00
Speaker 1
Hang on. Let me talk to someone first or second. I'll give you a few minutes.
07:00
Speaker 2
[KEEP_UNCERTAIN] hear on the previous documentation with the paid connect that you avail, uh with the previous technician, so you still have time remaining so we can continue with the troubleshooting. Are you good for the troubleshooting now? Okay.
07:00
Speaker 1
Okay. Yeah. R. Yes, I'm good. Yes, I'm either on a road right now. around.
09:00
Speaker 2
you're good, sir, with a troubleshooting? Oh, all right. So, are you near with the router? Okay, so do you have sir, a push pin or a paperclip that we can use? Can you grab one for me? Okay.
09:00
Speaker 1
[silence]
10:00
Speaker 2
Okay. Right, so, uh, at the back, sir, of the MR 73 50, or the Linksys router, I need you to press the reset button, sir, using the paper clip. It's the red button at the back. Um, press and hold that one for 30 s. Okay.
10:00
Speaker 1
Okay, it's been 30 seconds.
11:00
Speaker 2
right, you can let go now, sir. You can let go of the reset button now. alright, and then check if what's the LED light it's status. sir is it blinking or remaining solid blue? solid blue still? okay you don't see the WiFi name of this one, sir, right? okay so we'll try, sir. Um let's give it like maybe could you detach it, sir? minutes and then if it still remain solid blue for two minutes we will do the recovery reset. Let me know if you see any changes with the lights, okay? All right. Is there any changes sir with the LED lights, or is it still remain solid blue? Okay, so we'll start sir with the recovery reset. So what will have to do will the recovery
11:00
Speaker 1
Okay. You can do it now? [silence] It's connected right now to a power strip. Yes. Yes. Okay.
14:00
Speaker 2
Very. Reset. I will let you. I will tell you. When to unplug. And then plug it back in. And then you just let me know if you unplug it and then plug it back in. Because we have a second to follow. On what to. When to unplug and then plug in. Because that will take 10 times. Alright. And. Uh not yet sir. Um. For this router did you connect it directly to a power outlet or is it connected to like a power strip? Is it possible for us to have to use a direct outlet? Do you have that option? Okay. So um. Alright so once I let once I tell you to unplug it sir unplug it and then plug it back into the direct outlet. Okay. Alright.
14:00
Speaker 1
I'm plug the outlet now. okay. I'm doinggel out now. okay dad.
15:00
Speaker 2
So, um, yeah, we'll begin now, sir. Let me just pull it up here. Okay. So, I need you, sir, to unplug the power. Yes. All right. And then plug power back. Did you plug in the power back, sir? Okay. Okay. So, all right. And, uhn, and plug, sir.
15:00
Speaker 1
Okay. [silence] All right. [silence] a bug. [silence] All right. [silence] Okay. [silence] Okay. [silence] All right. [silence]
16:00
Speaker 2
plug in. plug in. unplug. plug power back. unplug. plug power back.
16:00
Speaker 1
Okay. All right. Okay. Okay. Still solid blue. No, I do not.
17:00
Speaker 2
Unplug. Plug in. Unplug. Plug in. All right. And wha and that's it, sir. And then, what's the LED light status?
17:00
Speaker 1
Yes, it was a few days ago. They'll the same. Okay. I'm about to do it right now. [silence]
18:00
Speaker 2
Hello, sir. Hi, Seth. Thanks so much for waiting. Are there any changes with the LED light or still the same? Okay. Let's do, sir, one last reset. Earlier, I let you press and hold the reset button for 30 seconds. Can you do 60 seconds, sir? Press and hold the reset button for 60 seconds. Yes, 60. Okay.
22:00
Speaker 1
Okay, I did. So, silly boy. So, silly boy.
23:00
Speaker 2
Let me just confirm it here, sir, I'll be back with you real quick, okay? I'll put you on hold. Thank you. [silence] Hello Sir.
24:00
Speaker 1
Okay, I see. Okay, thank you very much. Okay, thank you very much. Have a good day.
28:00
Speaker 2
actually damage the software and the hardware of the router. So what's happening right now, since the SSID is not broadcasting. Possible, sir, it totally bricks the firmware or software of the router already because of the power outage. So, um, with this one, uh, you might actually really need to consider getting sir a new router. Because we can't really do anything now on the router since it doesn't respond with the reset. So, um, at least you can, you can get sir a newer router. If you're still considering Linksys, you can get the same model or upgrade maybe to a Wi-Fi 7 router, okay? You're welcome, sir. If anything else, just give us a call, okay? You're you as well, sir. You have a good day. Take care. Bye-bye.
28:00