V2 Rubric Detail — e253aef6-74bc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 19:50
Duration
6m 19s
Contact
208-313-9870
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency5.00/5
Overall4.4/5

V2 Rubric Scores

Resolution3.12/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall75.0% (-13.0)

V2 Grader Summary

The agent successfully restored the internet connection via a power cycle, but failed to investigate the root cause of the delayed boot. Most critically, the agent provided materially incorrect information by stating that the Linksys app and remote access have been removed, which is directly contradicted by the authoritative KB. The outcome is therefore a partial resolution, not a full one.

V1 Case Analysis

Customer reported router staying red after power loss and delayed recovery; wanted to clear cache via LynxS app. Agent clarified app no longer supports remote management, provided correct power-cycle steps (unplug modem and router, wait, restart modem first then router), and warned against accidental factory reset. Customer confirmed internet restored.

Troubleshooting Steps
  • Explained that LynxS app no longer supports remote cache clearing or management.
  • Provided correct power-cycle instructions: unplug modem and router, wait ~1 minute, restart modem first then router.
  • Warned that holding reset button >10 seconds causes factory reset (last-resort action).
Key Observations
  • Agent accurately stated that LynxS app no longer supports remote cache clearing (KB: `universal_firmware_update.md` confirms no manual firmware/file management via app).
  • Power-cycle instructions were technically correct per KB (`adjacent_smartphone_wifi.md` and general troubleshooting guidance).
  • Reset warning was accurate and aligned with KB (`universal_factory_reset.md`).
  • No technical contradictions or unsupported advice were identified.
Positive Highlights
  • Technical advice was fully accurate and aligned with KB guidance.
  • Clear, step-by-step power-cycle instructions with correct modem-first sequence.
  • Appropriate warning about factory reset consequences.
  • Efficient troubleshooting without unnecessary loops or steps.
  • Confirmed resolution with customer before ending call.
Agent Errors / Gaps
  • Did not collect product model number, which is standard protocol for product support calls (transcript: no model mentioned by agent or customer).
  • Did not confirm or discuss warranty status, which is relevant for support eligibility and escalation paths.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer confirmed router light is blue and internet is working, but agent did not verify resolution of the core issue (router failing to boot promptly after outage). The symptom recurred and was not fully resolved—only temporarily mitigated by power cycling.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent advised power cycling router and modem, which is valid, but did not check WAN status, firmware version, or confirm if auto-update was enabled—key steps for a router that fails to reboot properly. No deeper diagnostics were performed.
R3 Met Correct resolution path conf 95%
Agent correctly avoided factory reset and escalation, opting for a safe, appropriate troubleshooting path (power cycle) given the intermittent boot issue and current stable state.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the red light and reboot delay but did not ask targeted questions about firmware, ISP outages, or recent changes. Root cause (e.g., failed update, power issue) was not investigated.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were needed or available for this scenario; agent appropriately relied on basic troubleshooting without requiring remote access or logs.
T3 Not Met No misinformation conf 100%
Agent claimed 'we don't have any remote access anymore' and 'the Linksys app is already being removed to all our routers.' This is contradicted by linksys_cloud_account.md, which explicitly details remote access via https://linksyssmartwifi.com and the use of the Linksys app for remote management.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control, guided the conversation, and closed effectively without losing direction.
C2 Met Confirmed understanding conf 90%
Used plain language, avoided jargon, and confirmed understanding—appropriate for customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and provided direct troubleshooting advice.
O2 Met Proactive follow-through conf 90%
Provided clear next steps: power cycle modem and router in sequence.
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 was performed and none was warranted given the temporary resolution and lack of confirmed hardware fault.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 90%
Polite, professional, and patient throughout; acknowledged customer’s experience and ended courteously.
X2 Met Tone & rapport conf 90%
Matched customer’s pace and tone, kept engagement, and confirmed understanding.
X3 Met Overall experience conf 90%
Used provided serial number, avoided repetition, and gave concise, actionable steps.
Call Transcript14 turns · 14 lines
Speaker 1
[silence]
00:00
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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For that of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys support. This is May. How can I help you?
00:00
Speaker 1
Yes. Hey, can you clear the cache on our Linksys router? They suggested that we call and do that. Yep. Yes. Three three C one zero M two nine, see one zero two one three four? Yes.
01:00
Speaker 2
um, okay. Can you have the serial number of your, go ahead? Okay. What I have here is three three Charlie one zero mark two nine Charlie zero two one three four. Okay. So, uh, since they recommended you to call, it seems that
01:00
Speaker 1
Um we, we didn't last night, it went down for a while and I unplugged the router and brought it back up and um, or well, I unplugged it, waited about 30 s, 40 s and then plugged it back in. It still wasn't on and then I looked over about 15 minutes later and it was on. I had to look through. It didn't turn on right away, but I was, I was using the internet. I was streaming something and all of a sudden it just went off. And the light on the router was red and then so I thought maybe it was the internet and then I looked at it and then I it just wireless internet just didn't came on and the router didn't it didn't turn on for a while. So then what I did um uh finally it just came on about 15 minutes later. I had no clue.
02:00
Speaker 2
Is it like, you don't have internet connection right now? [silence] Uh-huh. [silence] It's not turning on right away. [silence] Uh-huh, okay.
02:00
Speaker 1
Internet provider, and they called me back today. They, they, no, everything's blue right now. But they suggested, they said, with, that they suggested that there's an app that Linksys has for the phone and that you can go in and manage the router through the app and to clear the cache, like clearing the cache on the router. Is that right? Okay. Okay.
03:00
Speaker 2
It has something to do with the router. Is it still having a red light on top? Uh oh. Got it. Uh right now we don't have any remote access anymore to our LynxS device. Regarding the LynxS app, there's no cloud um base on it as well. It's already being removed to all our routers. It can be only managed at home. And then if you want to clear your cash, that's just uh uh let's reset the LynxS Wi-Fi.
03:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Yes, it is. And so, they said it hadn't gone down at all yesterday.
04:00
Speaker 2
like restarting the router. It will refresh the whole system. And just make sure as well that the power adapter you're using for the router is still the right one, and we highly recommend our customer to plug it directly to the outlet in order for it to receive the electricity it needed. And good thing you did not press the reset button because if you did that for more than 10 seconds, that will lead your router into default mode or setup mode. You have to set it up again. The reset will be the last option to do if every same issue keeps on happening. So reset and reconfiguration is the last troubleshooting. For now, observe the router only. Good thing it's back to blue. I guess your internet is still working, right? Right now.
04:00
Speaker 1
So, their internet, so that was why they suggested the router. But if unplugging it and letting it sit for a few seconds and plugging it back in clears the cache, that's what I've been doing. So, we just maybe need to do it more often. Okay. Okay, so the the moderm is what? There's a fiber box. Okay. That would be the fiber com box. Okay.
05:00
Speaker 2
uh huh, okay. [silence] that will restart the if ever there's problem with the modem or there is a sudden power outage, our router sometimes stays red. So all you need to do is the boot up sequence. Wherein you need to unplug both Linksys and modem. Wait for a minute before you turn on the modem. Once it's back online, you can turn on Linksys. In that way, both device can communicate again. The one that is in the box where our Linksys is attached to.
05:00
Speaker 1
Okay, thank you. That answers my questions, then. Okay. Thank you. Bye-bye. You too. Bye-bye. Bye.
06:00
Speaker 2
Mm-hmm. You're welcome. Thank you so much for calling. Enjoy the rest of your day. Bye-bye. Bye-bye.
06:00