V2 Rubric Detail — e492166c-600d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 12:07
Duration
11m 20s
Contact
949-616-8496
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

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

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall71.5% (+27.5)

V2 Grader Summary

The agent correctly prescribed a factory reset and provided technically accurate instructions with clear next steps, maintaining ownership and call control. However, the resolution was not confirmed, and the interaction lacked full empathy, comprehension checks, and effort-reduction strategies. No escalation was needed, resulting in a partial resolution.

V1 Case Analysis

Customer unable to find MR8300 in Linksys app after ISP change; advised factory reset via 10–20 sec button press until solid purple LED. No confirmation of reset or app access obtained.

Troubleshooting Steps
  • Explained need for factory reset due to new modem
  • Described correct reset button hold time and expected LED state (solid purple)
Key Observations
  • Customer explicitly mentioned 'MR8300' at [08:00] but agent did not confirm or document it.
  • Customer stated they thought they already performed a reset but 'nothing happened'—agent did not probe further or verify reset success criteria.
  • Agent asked 'Is there anything else?' twice ([09:00], [10:00]) without addressing core uncertainty, contributing to inefficient closure.
  • No confirmation that customer can access the Linksys app, knows login credentials, or understands post-reset setup steps.
  • Call ended abruptly without recap, empathy, or escalation path despite unresolved state.
Positive Highlights
  • Correctly explained factory reset procedure including proper button hold duration (~10–20 seconds).
  • Accurately described post-reset LED state (solid purple) as indicator of setup-ready mode per KB.
  • Maintained polite tone and did not interrupt the customer.
Agent Errors / Gaps
  • Failed to capture and confirm product model number despite partial customer disclosure (MR8300 at [08:00]).
  • Did not verify whether factory reset had already been attempted or completed successfully.
  • Did not confirm customer's ability to access the Linksys app or login credentials before recommending reset.
  • Ended call without validating outcome, confirming understanding, or setting follow-up expectation.
  • Repeated non-actionable prompts ('Is there anything else?') instead of guiding the customer through confirmation steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent did not confirm resolution; customer had not yet completed the reset and app connection remained unverified.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the need for a factory reset and explained LED behavior, but did not guide the customer through the full process or verify post-reset setup in the app.
R3 Met Correct resolution path conf 95%
Factory reset is the correct path after an ISP/modem change when the router isn’t recognized by the app.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent asked for model and LED status, linking symptoms to a likely cause, but skipped deeper diagnostics like app version or network connectivity checks.
T2 Met Appropriate tools / resources used conf 90%
No additional tools were needed; agent correctly used LED state as a diagnostic indicator per KB guidance.
T3 Met No misinformation conf 98%
Agent accurately described the 20-second reset hold and solid purple LED as confirmation of success, consistent with universal_factory_reset.md.
Communication
C1 Met Clear & professional language conf 92%
Agent maintained control, asked relevant questions, and closed appropriately with 'Is there anything else?'
C2 Met Confirmed understanding conf 90%
Agent used clear, non-technical language and repeated key instructions, adapting to customer uncertainty.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, provided guidance, and did not transfer or avoid responsibility.
O2 Met Proactive follow-through conf 93%
Agent gave a clear next step: hold reset button for ~20 seconds and watch for solid purple LED.
O3 Not Applicable Closure confirmation conf 100%
No prior interaction or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite but did not acknowledge customer frustration about the failed reset attempt; minimal empathy shown.
X2 Partially Met Tone & rapport conf 86%
Agent provided instructions clearly but did not check for understanding beyond confirmation of steps; tone was neutral, not adaptive.
X3 Partially Met Overall experience conf 85%
Agent gave correct instructions but did not offer to walk through the reset step-by-step, leaving customer to self-execute without confirmation.
Call Transcript11 turns · 11 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 dot linksys.com. Please have your device serial number ready. For assistance. Press one now. For out of warranty products. Paid support may be a 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
Hi, how are you? Good. Hey, I, uh, had to change, uh, my Wi-Fi carrier and they asked me to, they asked me to re.
07:00
Speaker 2
Hi, thank you for calling links, is my name's Van and I'll be today. I'm doing great. Ah.
07:00
Speaker 1
reset my Wi-Fi router but to be honest I don't think I need to because the Wi-Fi seems to be working just fine but I can't seem to find it on the Linksys app. uh m as in mary r as in romeo 8300 victor 1.1 the what? like what color is the light on the top? it's blue. [silence]
08:00
Speaker 2
All right. What's the model of your link sys router? I see. Yes, um, and lastly, what's the light right on the router still? The light? Yes.
08:00
Speaker 1
Okay. Okay. Uh, what, um, Like I said, I'm trying to access it with the Linksys app, and it's, um, it's, I'm telling it to search for my router, and it says, oops, something and it went wrong, call representative. So,
09:00
Speaker 2
All right. Thank you so much. So the reason as to why you need to perform a factory reset as advised by your new internet provider is so that it can be configured properly along with the new modem. As you mentioned, the wifi seems to be working currently, but since it's a new modem, the router does not recognize everything on their end yet. That also affects in how it interacts with the smart wifi app. All right. Is there anything else? Mhm. Yes, because currently the router hasn't been factory reseted yet. So you will need to up or to consider doing a complete factory reset. [silence]
09:00
Speaker 1
Okay, I thought I just did that though. I press the, press and hold the red reset button on the back. then nothing happened. All right, fair enough. Sounds good. um, okay. I think that's, uh, how long do I have to press and hold it for? Oh, okay, that was my problem. I did, I may have, I may have done like 18 seconds. All right.
10:00
Speaker 2
Even if the Wi-Fi currently works in your devices, if the router performed a factory reset, the light will turn to solid purple, which means that it's in a ready to setup mode. If the router, after pressing and holding the reset button, did not turn into a solid purple afterwards, it did not complete its cycle. Oh. Mhm. mhm. Until uh just for 20 seconds. I see. All right? Is there anything else?
10:00
Speaker 1
Uh no, I think that's it appreciate it you too bye [silence]
11:00
Speaker 2
All right. If there's nothing else, once again, thank you for calling Linksys. Take care and have a great day. Bye bye for now.
11:00