V2 Rubric Detail — f119801e-7ecb-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 15:03
Duration
27m 6s
Contact
347-732-8485
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136871
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall43.1% (-12.9)

V2 Grader Summary

The agent failed to conduct proper diagnostics and provided materially inaccurate technical instructions, specifically the 5-press reset method which is not valid for the MR6350 and a fragmented IP address. While ownership and OOW handling were correct, the lack of technical accuracy and failure to validate resolution resulted in an unresolved case.

V1 Case Analysis

Customer reported intermittent Wi-Fi and WPA security warning on MR6350. Performed factory reset, accessed router UI, changed SSID/password. Advised to monitor for 24-48 hours and reopen if issues persist. Ticket LTS00136871.

Troubleshooting Steps
  • Factory reset of the MR6350 router (10-20 second hold)
  • Incorrect 5-press reset instruction (not supported on this model)
  • Re-connected to default Wi-Fi network
  • Accessed router admin page via web browser (after initial incorrect URL)
  • Changed SSID and password for both 2.4 GHz and 5 GHz bands
Key Observations
  • Agent incorrectly instructed a 5-press reset method for an MR6350, which is not a supported procedure for this model (KB: universal_factory_reset.md).
  • Agent provided a garbled and incorrect URL sequence ('192 6.8.1.1 Therapy, obj. Connect dot') instead of the correct 192.168.1.1 (KB: spnm_wireless_ui_guide.md).
  • Agent misinterpreted LED behavior: claimed solid pink meant ready for 5-press, then expected solid blue, but MR6350 uses solid white for online status (KB: universal_factory_reset.md).
  • Agent falsely claimed the WPA security warning was resolved after a reset and SSID/password change, though no actual security mode (WPA2/WPA3) configuration was performed (KB: spnm_wireless_ui_guide.md).
  • No verification of internet speed, stability, or security settings was conducted after changes.
Positive Highlights
  • Collected serial number and model number early in the call.
  • Provided a ticket number (LTS00136871) for future reference.
  • Guided the customer step-by-step through a factory reset and Wi-Fi reconfiguration process.
  • Acknowledged the device is end-of-life with no firmware updates, setting appropriate expectations.
Agent Errors / Gaps
  • Incorrect 5-press reset instruction for MR6350 (not supported on this model).
  • Provided a garbled and technically incorrect URL ('192 6.8.1.1 Therapy, obj. Connect dot') instead of 192.168.1.1.
  • Misdescribed LED behavior: MR6350 does not use solid pink or solid blue as setup states; solid white indicates online status.
  • Falsely claimed the WPA security warning was resolved without changing the actual security mode in router settings.
  • Instructed a second reset (5-press) immediately after a factory reset, creating confusion and unnecessary steps.
  • Failed to verify that the intermittent Wi-Fi issue was resolved after troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent advised observing connection for 24-48 hours without confirming resolution of slow/intermittent Wi-Fi; no performance validation post-troubleshooting.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting: skipped wired vs wireless check, signal placement, device load, or ISP speed verification; jumped to factory reset and reconfiguration without diagnostics.
R3 Met Correct resolution path conf 96%
Agent correctly identified MR6350 as end-of-life with no firmware updates and offered best-effort troubleshooting instead of dismissing the out-of-warranty case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified security warning and end-of-life status but failed to ask about symptom patterns, wired performance, or environmental factors.
T2 Not Met Appropriate tools / resources used conf 98%
Agent instructed incorrect 5-press reset method (invalid for MR6350) and gave wrong IP address sequence ('192' then '6.8.1.1'), skipping proper tool use.
T3 Not Met No misinformation conf 99%
Agent told customer to press reset five times (invalid for MR6350) and provided fragmented IP address (192 then 6.8.1.1), causing confusion on default credentials; materially inaccurate.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained basic call flow but had long silences, repeated instructions, and no clear agenda or summary of steps.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple terms but failed to confirm understanding when customer expressed confusion about reset steps and login process.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent took ownership throughout, performed troubleshooting steps, did not transfer, and provided ticket number.
O2 Met Proactive follow-through conf 96%
Agent set clear next steps: observe for 24–48 hours, contact back if issue persists, and provided ticket number for continuity.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent offered generic apology but did not acknowledge customer's two-month struggle or repeated router cycling as signs of frustration.
X2 Partially Met Tone & rapport conf 89%
Agent maintained steady tone but did not adjust pace or method when customer struggled with reset and login steps.
X3 Partially Met Overall experience conf 91%
Agent required customer to perform all actions (reset, reconnect, reconfigure); could have minimized effort with clearer guidance or pre-emptive info.
Call Transcript46 turns · 49 lines
Speaker 1
They're going to ask for their number. [silence] Thank you. [silence] Thank you. [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result in a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible.
00:00
Speaker 1
Hi, I've been having a lot of issues with my Wi-Fi lately. I wanted to see if you could take a look and see if everything was okay? The model number.
03:00
Speaker 2
Hello. Thank you for calling Linksys technical support. This is Charm. How can I assist you today? hi. Hmm. I see. All right. I do apologize to hear that. What? Yeah. Don't worry. Let me assist you with this concern. Can you provide the model number and the serial number of your router, ma'am, the Linksys router? [silence]
03:00
Speaker 1
It says WPS. Is that the model number? What does the model number start with? Yes, I have the serial number. It's SN34N-10M2CA00-6719 [silence]
04:00
Speaker 2
I have no memo. You can find it on top of the router or you can find it on the label, but you can provide me the serial number if you have it. Got it. All right. So, it's three for Nancy, one zero for Mary, two, Charlie Alpha zero zero.
04:00
Speaker 1
yes, is that, is it, M, is it M.R. does it start with MR? okay, that, yeah, that's what I was asking. MR 6350. It, it's been almost two months now that it's very slow, or sometimes it's intermittent Wi-Fi.
05:00
Speaker 2
0671, is this correct? got it. and can you see there the uh the model number, ma'am? um, it's on top of the router or uh-huh? yes, yes. got it. thank you so much. just checking. and may I know what's the problem with this router, ma'am? like no internet connection? a slow speed? uh what's this problem? mm. mm. got it. it's been like this already. and just to confirm, ma'am, did you upgrade your subscribe speed lately or change your modem?
05:00
Speaker 1
Um, I'm not sure. But it has always been working. I, I have had this router for several years. Um, I just turn it off and turn it back on. It usually helps for a little while but not long. Also, I see there's a security concern with the routers like when I click on
06:00
Speaker 2
You did not upgrade? Like two months ago? Mm-hmm. Right. And what's your Is your internet service provider spectrum? right Now what's your subscribed speed? Oh. Got it. And what troubleshooting have you done so far with the router Man? Mm-hmm.
06:00
Speaker 1
It says weak security and it also says Wi-Fi network configure router to use WPA to AES or WPA 3. So I don't know how to do that, but that keeps coming up when I log into the Wi-Fi.
07:00
Speaker 2
I see. Got it. because based on the record here, ma'am, with this router that you have, this router was already end of life. Router, it means that there is no updated firmware for this router since 2023. So the security of this router is not so secured anymore. But let's troubleshoot this one and also when checking here, this router is a Wi-Fi 5 router. And if ever your modem or your internet service provider keeps on upgrading their software, this router will not cope to that upgrade anymore. [silence] [silence] [silence] [silence] [silence] [silence] So that's why to recommend, we'd need to get our new router for you so that you could still enjoy the benefits of the upgrade of your Internet Provider. [silence]
07:00
Speaker 1
okay do I have to
08:00
Speaker 2
There's no firmware update for this. But what I can really suggest to you is to purchase a new router, but I could assist you on how to troubleshoot it. And you may observe the connection after we troubleshoot it. All right, so the troubleshooting steps that we will do here, ma'am, is we will reset this router and then, set it up again. By means of resetting this router, um, you need to press the reset button. And once the reset is confirmed, your router will go back to its default settings or to the factory settings. And all the devices or, like, your TV, your phone that are connected to the Wi-Fi will be disconnected. And then, we need to set it up again. So, you want to proceed with this step? Are you free for the troubleshooting?
08:00
Speaker 1
Hold on a second. Am I gonna have to change the the Wi-Fi password? No no I I don't No no, I don't want to change it. Is that gonna make it where I have to do it again? No. Okay. Where where's the reset button?
09:00
Speaker 2
If you want to change a WiFi password, then yes, we can do that one. Yes, ma'am. Because it will go back to the default settings. So the WiFi name and the password of your router will go back to its default one where you can find it under the router printed on the label. But after we set it up and you wish to use your old WiFi name and password, then we can do that one. All right. So, let's proceed with the troubleshooting one moment here. You may find the reset button, ma'am, at the back of the router. You need to press and hold it until the light went off or for 10 to 20 seconds. If you want to change a WiFi password, then yes, we can do that one. Yes. Yes, ma'am. Because it will go back to the default settings, so the Wi-Fi name and password of your router will go back to its default setting where you can find that under the router, printed on the label.
09:00
Speaker 1
OK, the Red 1, right? OK. OK. OK, it turned off. should doubt led to go back. Okay. OK. Okay, am I going to need a laptop for this? OK. Let me get my laptop while I'm waiting.
10:00
Speaker 2
To say, [silence] all right. Yes, please. And we'll wait for about two to three minutes ma'am, until the device is done starting up. Yes, we will need your laptop after. [silence]
10:00
Speaker 1
uh may i know the website that i'm going to have to go to just so i can start to get everything up
11:00
Speaker 2
later on, ma'am, because you need to be connected to the default Wi-Fi name of this router. So once it's stable, then.
11:00
Speaker 1
I've called before but that was a long time ago. Cindy V-I-L-E-L-C-H-E-E-S and I'm not sure what email I have on file.
12:00
Speaker 2
That's the time you will connect your laptop. the Wi-Fi, all right. And also, ma'am, while waiting, is it your first time calling Linksys? I see, I heard. Because I need to gather some information here for me to create a record for you. Kindly provide your first and last name and also your email address.
12:00
Speaker 1
is there one I don't know what email I used. I'm not sure what email I used when I signed up. Do you have anything there for me? Okay. Um you can use you can use S Y N Gancy DIA25@yahoo.com. Yeah. [silence] perfect.
13:00
Speaker 2
You can use your active email if you want. Um, no, ma'am. We don't have a record for you here yet since we change our tools. So it's Cindy825@yahoo.com. Got it.
13:00
Speaker 1
it's pink. OK. OK. Now it's white. All right. OK.
14:00
Speaker 2
All right. Can you tell me what's the light status of your router right now? All right. So now it's solid pink. So can you press the reset button again, but this time you need to press it five times, like press release for five times, not too fast and not too slow. All right. And let's wait then for about three to five minutes. And let's once it's stable, the light status ofTranscribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]. this router could change to solid blue. Then that's the time we will connect your laptop to the wi-fi. All right. Let's wait for a minute or two ma'am, just to confirm it will stay solid. [silence]
14:00
Speaker 1
[silence] Yes. [silence] Okay. Hold on. Let me see what the name is. The the KPNC 6.5. [silence] Okay. And then put the password on the sticker, right?
17:00
Speaker 2
All right. So is it so solid, do you mind? All right. So yes, kindly connect ma'am your laptop to the default Wi-Fi name of the Swype router. Like can you find the linker's name or a belt name? [silence] Yes, yes.
17:00
Speaker 1
OK. I did that. Uh-huh. watching. Yes. It's working. OK. What is the end of things for the router? What's the website?
18:00
Speaker 2
All right. So you are now connected. Kindly open any website ma'am like a YouTube or your e-mails and check if the internet is working. Alright. All right. So yes, kindly open again on your browser and then let's access the router settings or the interface of the router for you to change the WiFi name and password. Alright. So kindly type in 192 on the address bar.
18:00
Speaker 1
192.168.1.1 um I get a I got a link to download the app. yeah okay okay except access router. yes. what do I put the same password okay
19:00
Speaker 2
6.8.1.1. Therapy, obj. Connect dot. [silence] [noise] Please go ahead and enter the password for the router, highlight. Admin lowercase. [silence]
19:00
Speaker 1
Simon. Okay. Yes. Scroll down and find the one. [silence] [ sigh ] Yeah, I see c.forning.
20:00
Speaker 2
yes yes alright are you on on the dashboard alright so before you proceed ma'am kindly scroll down and then find the CA word on the bottom the CA like Charlie alpha it's um it it's uh in on the end user license agreement terms of service it's beside remote assistance it's on the bottom
20:00
Speaker 1
Okay. Okay. Yes. So I just selected, deleted it, and put what I want. Okay.
21:00
Speaker 2
Yes. Click that one. All right. All right. And you are routed back to the blue page, right? So, go to the Wi-Fi settings. All right. And you will see their Wi-Fi settings, the two networks, right? The 2.4 and the 5. then there you can change the Wi-Fi name and password map. You can use your old Wi-Fi name and password on both if you want. Yes.
21:00
Speaker 1
okay on both right okay okay and then just press apply or okay apply it's OK okay it's OK okay it's showing me do I want to continue I just click yes right it says apply changes your router is applying changes OK
22:00
Speaker 2
[silence] And once you change, [silence] yes, apply, click apply. Yes. [silence] And make sure that you remember the password right or take down of the password.
22:00
Speaker 1
Click OK. Uh, I, okay. Okay, it says, a router not found. Uh, all because I changed the name. Okay. Uh, OK. Uh, connected. We try.
23:00
Speaker 2
And because you are disconnected to the Wi-Fi. Yes. Go back to the Wi-Fi settings on your laptop, ma'am, and find the network you created. Yes. Yes.
23:00
Speaker 1
I click apply and then I don't see anything that happened, but I am connected to the Wi-Fi. Okay. Okay. Okay. fst.ast.com Okay.
24:00
Speaker 2
All right, are you now connected? You don't need to click apply anymore, ma'am. You can close that page since you already changed the Wi-Fi name and password. So can we open a browser again, ma'am? Or edit it up or open a tab? All right. And then on the address bar, can you type in fast.com? Yes, f-a-s-t.com? [silence]
24:00
Speaker 1
Five 10. Yes. All right. Um, all right, I just have one question for the security concern that was showing on my phone before. I don't see it right now. Was that taken care of? Okay, so I can just close this out, sign out or just keep it,
25:00
Speaker 2
All right, how much are you? 500. MBPS. All right, so since we already changed the WiFi name and password, ma'am, you may connect your devices now to the new network you created and then observe the connection within 24 to 48 hours. If you have a slow or intermittent connection after 24 to 48 hours and if that happens again, then you can contact us back. Yes, it's already all I'm taking care of, ma'am. It's already anti-cued. Since we already reset and we configure your router. Mhm. You can just sign out.
25:00
Speaker 1
Okay. Okay, hold on one second. Okay, go ahead. Okay. Okay. All right, thank you. No, that would be all, I guess. [silence]
26:00
Speaker 2
Sure. Or close. Close it directly. Right? So in case you will contact us back ma'am, I will provide you the ticket number, so that you will not repeat your, so all right? All right? Okay. All right. All right, so the ticket number is L as in Lima, T, as in Tango, S as in sam 00136871. All right. Is there anything else, ma'am, that I could do with other than this? All right. So yes observe the closed, the connection within 24 to 48 hours. And thank you so much for contacting. and have a good one. Bye for now.
26:00