V2 Rubric Detail — ef7b3010-6a8d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 20:48
Duration
7m 48s
Contact
Laura Gilbert
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00133818
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall51.4% (-6.6)

V2 Grader Summary

The agent correctly applied the 5-press reset procedure for an MR9000 in setup mode but failed to conduct foundational troubleshooting (e.g., WAN check, modem status) and did not confirm resolution. Customer effort was increased by repetition and reliance on email, while empathy and communication adaptation were absent, leaving the issue unresolved.

V1 Case Analysis

Customer reported MR9000 showing solid pink LED and no internet. Agent instructed 5-press reset and modem-router power cycle. Offered email instructions and $15 paid support. Call ended without resolution confirmation.

Troubleshooting Steps
  • Identified solid pink LED as setup mode indicator
  • Instructed 5-press reset to initiate setup process
  • Advised waiting for solid blue LED and using default Wi-Fi credentials
  • Recommended modem-first power-cycle if LED remains red
Key Observations
  • Agent correctly interpreted solid pink LED as 'ready for setup' per KB and provided accurate 5-press reset instructions
  • Failed to verify WAN Ethernet cable connection between modem and router before recommending reset
  • Prematurely offered paid support ($15) before confirming whether self-help steps would resolve the issue
  • Did not confirm customer access to web UI/app or verify default SSID visibility after reset
  • Communication included excessive filler words ('um', 'like') and lacked structured pacing or empathy
Positive Highlights
  • Correctly identified solid pink LED as setup mode and provided proper 5-press reset procedure per KB
  • Accurately described expected LED behavior (flashing pink → solid blue) after reset
  • Provided correct default SSID/password guidance using router label
  • Collected essential case information: serial number, model, name, and email
Agent Errors / Gaps
  • Did not verify WAN Ethernet cable connection at start of troubleshooting
  • Offered paid support before establishing that provided steps failed or were insufficient
  • Did not confirm resolution after reset or power-cycle instructions
  • Failed to acknowledge customer's potential frustration or provide clear next steps if issues persisted

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never confirmed that internet was restored; only instructed to reset and wait for the LED to turn blue.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped basic diagnostics like checking the WAN cable or modem status, jumping straight to reset and reboot without verifying physical connections.
R3 Met Correct resolution path conf 97%
For an MR9000 in solid purple (setup mode), advising the 5-press reset is correct per KB; agent followed appropriate path for a device needing setup.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the LED symptom but did not ask about WAN connection, modem lights, or recent changes—missing key diagnostic steps.
T2 Met Appropriate tools / resources used conf 94%
No tools were required; issue was basic setup recovery, and agent provided correct verbal guidance without over-reliance on unsupported resources.
T3 Met No misinformation conf 98%
All technical steps (5-press reset, sequence reboot, LED meanings) align with Linksys KB documentation for MR9000.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained structure early but abruptly ended with 'I can no longer walk you through' and failed to close the interaction smoothly.
C2 Partially Met Confirmed understanding conf 90%
Agent used terms like 'five press method' and 'LynkSys' without confirming understanding or simplifying for a potentially confused customer.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and offered follow-up email instructions.
O2 Met Proactive follow-through conf 95%
Agent clearly outlined next steps: perform 5-press, wait for solid blue, if flashing red do sequence reboot, and promised email instructions.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted—issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent never acknowledged customer frustration, repeated serial number difficulty, or expressed empathy at any point.
X2 Not Met Tone & rapport conf 94%
Agent used a flat, procedural tone throughout and did not adapt pace or language despite customer confusion and repetition.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number, and agent defaulted to email instructions instead of guiding step-by-step, increasing effort.
Call Transcript16 turns · 16 lines
Speaker 1
My router, we're unable to get internet and it's not through our provider. It's through our router. It just wants to light up pink instead of blue, showing it's working. It is. Oh, Jeez. 32A1DM2CA 99. [silence]
00:00
Speaker 2
Welcome to LinkSys support. To ensure quality please have your devices. 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. Hi, thank you for calling Linksys. This is Joy. How can I help you today? Okay, may I have the serial number of your Linksys device, please? [silence]
00:00
Speaker 1
447. It is... sorry, I'm trying to get to it here. Um. What would the. Oh, yeah. Can't read it. Oh, here it is. MR9000. Okay, let me. Okay.
01:00
Speaker 2
Do you have a model number? MR930. Let me just check. Let me verify again the serial number, if I got it, correct. That's three, two, eight for alpha 10 MFMr. [silence]
01:00
Speaker 1
i'm sorry. it's uh let me repeat it. i'm sorry. i gave you the wrong one. it's 32 a 10 m 2 C A 0 9 4 4 7. it's charter. it's laura gilbert. L paul P-A-U-L five at hotmail.com.
02:00
Speaker 2
Do CDWR Charlie APA 99447, correct? Okay. And who is your internet service provider? May I have your first and last name please? And your email address?
02:00
Speaker 1
Yeah. OK, I just pushed the reset button, but it's still just lighting up pink. OK.
03:00
Speaker 2
so um the color of your router on the front is solid pink did you like press the reset button at the back before calling because right now your router is ready for setup that's why it's not working Ok. um Okay. So since your router is ready for setup, you need to set it up again from scratch, so that it will reconnect to the internet. So you can just simply press the reset button five times, one press every second to set it up.
03:00
Speaker 1
Okay. It's flashing pink now. Okay. Oh. Will I get an email or something or a text to finish setting it up?
04:00
Speaker 2
Okay, so just wait for that one to process. It will take three to five minutes and if the light will turn back to solid blue, your network name will now turn back to LynkSys setup or the network name that's at the bottom of that router and you use the password also that's at the bottom of the router to connect to the internet. And if you wanted to change it, you can use the LynkSys app or the web interface. For the for the for the five press method, like what I've instructed you, it will automatically set up the router,
04:00
Speaker 1
Okay. [ silence ] Got it. Yes, that'd be great. It's flashing red now, is that right? [ silence ] Yeah. It's cool. It's lighting up, so it's connected. And it's, like, flashing right now.
05:00
Speaker 2
And once it will turn solid blue, you can use the internet. However, you need to use the default name and password that's at the bottom of your router to connect to it. Yeah. And if you wanted to change it, just use the links that's up login locally or you can also use the web browser. Um I can send you an email instructions for that. On how to do it. Yeah. Um. And the route you are to no longer. Um, what's the uh like how? How about like ethernet cable? Is it connected to the internet port of your router? Mm-hmm. Okay. Okay. That's good. Oh, not good, okay.
05:00
Speaker 1
And then when do I do that? If it keeps flashing red I do that. Okay. Okay. [silence]
06:00
Speaker 2
If it will stay flashing red. Um, just do a sequence reboot for your modem and the router, like unplug both of them. And then you plug in the modem first. Wait for it to go online before you plug back in the router. Then check it. Um, just wait for like about a minute and if it will stay flashing red, then you do the sequence reboot for the modem and the router. Yep. Yes, ma'am. All right. So, um, just do the sequence reboot. And since I can no longer walk you through the entire process, I'll just send you the email instruction for the setup procedure. And also, um, you can avail the paid service, too if you want a support through phone. Um, that's good. That's $15 for one hour. Um,
06:00
Speaker 1
okay and you said after a minute if it's still flashing red unplug the motor first and then the router okay okay okay should I do that now since it's still flushing okay bye
07:00
Speaker 2
All right, so I'll just send you the email instructions right after this call. Unplug both of them at the same time and then you plug back in the modem first. Wait for it to go online and then you plug back in the router. all right. Yes, ma'am. So I'll just send you the email right now after this call and if you wanted to avail the paid service, just give us a call back. All right. You're welcome, ma'am. Have a good day. Bye.
07:00