V2 Rubric Detail — f58d4246-7fae-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-14 18:08
Duration
17m 32s
Contact
323-821-9674
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00137124
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: setup new device_MR7350
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp4.29/5
Overall70.9% (+14.9)

V2 Grader Summary

The agent provided technically accurate guidance for the MR7350, including the 5-press reset and password locations, all of which are supported by the KB. However, the resolution was only partial as the agent did not confirm the customer's devices actually connected to the Wi-Fi, only that the router showed a blue light.

V1 Case Analysis

Customer unable to connect to Wi-Fi after replacing MR7350. Agent incorrectly advised 5-press reset (not applicable), mentioned Wi-Fi password on label, but did not verify connection or guide login. Issue unresolved.

Troubleshooting Steps
  • Collected model number (MR7350) and serial number (33C10M29D01712).
  • Asked about Ethernet connection from modem to router.
  • Instructed customer to perform a 5-press reset on the router [10:00].
  • Informed customer that Wi-Fi password is on the router label and default admin password is 'admin' [16:00].
Key Observations
  • Agent gave materially incorrect technical advice by instructing a 5-press reset, which is not a factory reset and is not applicable as a troubleshooting step for a standalone MR7350 router.
  • No verification of Wi-Fi or internet connectivity was performed after giving password information.
  • Call ended without confirming whether the customer could log in or connect, leaving the issue unresolved.
  • Agent correctly identified the model and collected serial number and customer name.
Positive Highlights
  • Correctly identified the product model as MR7350 [07:00].
  • Collected the serial number (33C10M29D01712) [06:00] and customer name (Vincent Precht) [08:00].
  • Confirmed the Ethernet connection from the modem to the router [10:00-14:00].
  • Correctly stated that the Wi-Fi password is printed on the router label [16:00].
Agent Errors / Gaps
  • Advised a 5-press reset [10:00], which is not a valid factory reset method for the MR7350 and does not reset settings (contradicts KB: 5-press is for mesh pairing/diagnostics, not standalone routers).
  • Failed to guide the customer to access the router UI (e.g., http://myrouter.local) to verify or reconfigure Wi-Fi settings.
  • Did not confirm whether the customer successfully connected to Wi-Fi after providing password information.
  • Did not provide a clear next step or follow-up plan for unresolved connectivity.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer mentioned a blue light and said 'we have internet,' but the original issue was Wi-Fi connection difficulty, which was not explicitly confirmed as resolved; no verification of successful device connection to Wi-Fi was obtained.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent checked physical connections and suggested a 5-press reset, but did not first verify basic steps like SSID visibility or correct Wi-Fi password entry from the sticker, skipping foundational troubleshooting.
R3 Met Correct resolution path conf 90%
Agent appropriately pursued troubleshooting for a newly purchased MR7350 without citing warranty or support limitations, offering relevant steps for setup issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified physical connectivity and light status but did not ask diagnostic questions about Wi-Fi network visibility or password attempts, failing to isolate whether the issue was with Wi-Fi broadcast or client connection.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (e.g., remote session, logs) were necessary or available for this setup issue; agent relied on correct verbal guidance appropriate to the scenario.
T3 Met No misinformation conf 95%
Agent correctly stated that the Wi-Fi password is on the router label and that 'admin' is the default admin password; MR7350 supports 5-press method per universal_5press_models.md.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general control and created a case record, but multiple long silences and disorganized questioning (e.g., asking about cables after reset attempt) disrupted flow.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated instructions, and adapted to customer’s fragmented input, confirming understanding through prompts.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, gathered necessary info (model, serial), and provided direct troubleshooting without transferring.
O2 Not Met Proactive follow-through conf 85%
No clear next steps or follow-up timeline were established; agent ended the call without confirming resolution of the Wi-Fi connection issue or offering further support.
O3 Not Applicable Closure confirmation conf 100%
This was the 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 nature of the issue.
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%
Agent expressed empathy ('I'm sorry... that must be stressful') and remained polite despite customer's tangents and delays.
X2 Met Tone & rapport conf 85%
Agent matched the customer’s pace, repeated instructions clearly, and maintained engagement through a complex physical setup description.
X3 Partially Met Overall experience conf 80%
Agent asked customer to trace and report multiple cables, creating effort; could have streamlined by focusing only on WAN connection first.
Call Transcript23 turns · 28 lines
Speaker 2
Welcome to Linsys 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.
00:00
Speaker 1
yellow, um smaller is a little bit blue oh ok? and red in the front huh? I did it in a purple, purple. I think that's the main color. Page uh uh um I'm just having trouble with their app creating a new password so that's my difficulty right now and I'm on phone support right now listening [-] And she's some real music. I love that. The first thing that happens is to a return. Like oh, Jesus. Oh, come on. So stressful for you. I'm sorry. Oh, okay. I just need some concentration. Mm-hmm. Totally. Understanding. I'm gonna put this on speaker so it's okay. I. [silence] Hi. Yeah. One of your routers I had to replace, and I got the same router and now I'm having trouble connecting to the Wi-Fi. Yes. Mm-hmm. Okay. Uh, serial. Where would I find that? The barcode. Uh-huh. Oh, okay. Let me see. [silence]
02:00
Speaker 2
[silence]. Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you today? Thank you. Uh okay that's not good to hear through. Just to confirm, uh you replaced your old router with the same model? Is that correct? How many us you have what's the serial number for your new router? That's at the bottom of the device. At the bottom of the Linksys device, there is a sticker there.
05:00
Speaker 1
Yeah, that would be great. Okay, thank you. Okay, it is, let's see. I see a MAC address. I see... which number should I be looking for? I've got SN, okay, so that would be 33 C 10 M29. I believe it's a D 01 17 12.
06:00
Speaker 2
SN sir three yo number. Is that B for falser?
06:00
Speaker 1
That was, let me just give it back to you. 33c. 10M. 29. uh, I think it says D. I think dog. 01712. Uh, let me get the box. The numbers might be on the box. Yeah. The model is a Maxx stream Wi-Fi 6 rugg AX 1800
07:00
Speaker 2
[silence] Okay. Glass. M are you have a model model numbers MR 7350.
07:00
Speaker 1
All right. OK. I'm sorry. Right, yes. Mm-hmm. No, I just got the same one. Uh oh. Who's the internet provider here? Att? Yep. Vincent, Precht, P-R-E-C-H-T
08:00
Speaker 2
that's not a model number sir the model number that you have there is MR 7350 so just to confirm you just recently purchased this device so just to confirm you just recently purchased this device did you not tried to upgrade her from a different router aside from the MR 7350 huh okay so I may know who's your internet service provider All right let me create a record for you in the system for sir many your first name and last name how about email Well, let me create just a record for you first in the system, bear with me.
08:00
Speaker 1
[silence] to the to the modem. Yeah it's connected. Yeah, it's connected. Uh, five times. Okay. .
10:00
Speaker 2
all right here just to proceed did you now put the an ethernet cable from your linksys down to your AT&T box got it did you connect already an ethernet cable what's the light indicator at the top of the linksys can you try to click the reset button five times sir press at one second like one at a time five press not too fast not too fast
10:00
Speaker 1
Oh, wait a minute. Let me make sure that I'm doing this right. Uh, yeah, just hold on for one second, please. I want to make sure I'm it's dark, where this one is and I have to make sure that it's um, where it's at. Just just one second, okay? Okay, so five times, right? Uh, how many devices?
11:00
Speaker 2
You press it already, right? [silence] Sir, before you continue, sir, let me just double-check your physical connection because you pressed already the reset button earlier, so it might not take effect. [silence] From the modem AT&T, how many ethernet cable connected at the back?
11:00
Speaker 1
Plugged into it. Uh, there's an e- one. One. It's going from the AT&T modem to the linksys. Too. Uh, see. Um, um, uh, Yello. I think. It might be, no. Uh, yeah, Michelle, that would help. I'm gonna- So I'm trying to trace the wire.
12:00
Speaker 2
Ethernet. How many Ethernet cable connected? Okay, and that's from the link system connected, too, right? And from the link system, how many Ethernet cable connected at the back of it? Oh, what's the the first one? In the internet port? What is this Ethernet cable connected, too?
12:00
Speaker 1
And one is going, well, that's the modem, I believe. Yeah, so the incoming modem, and then there's one that's connected to the Vonage Internet phone. And then another... Oh, where's it going? I think one's going to the next... one's going to a cash register. Oh, I'm not seeing the... No. Well, no, I... I'm not seeing maybe this one. I just see two. Might be looking for it? Um, yellow. Yellow. Is there a yellow one in the back? Black. Okay, maybe I have to replug that. Okay, there's a yellow one into the printer, a blue one into the Vonage and I guess I'm going to put in another one into which will go to the cash register. Yes. Oh yeah, no, that is. I was just telling you the devices that are also plugged into the called office. Which goes to the modem. There's just one going to the modem. And then there's two right now, there's two going to
13:00
Speaker 2
Is that all the wires connected to the linksys router, sir? Oh, only one internet cable will be connected to the linksys and that's the one connected to your modem, sir. So currently, right now, how many ethernet cable connected at the back of the linksys?
14:00
Speaker 1
[silence] different devices. There's ones coming in from the internet to uh going to devices. They're going from the Lynx to the ATT router. One, one is going into an internet phone. And another is going into uh, uh like a printer. Um. Yes. Now I'm getting a blue light. Is that a good thing?
15:00
Speaker 2
For these devices, sir, uh, where are they connected via ethernet? In the modem or in the router? What devices? Are these pass registry? Is that correct? Okay. So is this already connected at the back of the Linksys through hardwire? Try to uh
15:00
Speaker 1
Okay. So, uh, how do I know what or how can I set up the uh password? Okay. So is the password, yeah. Can I ask a question? Is the password normally uh associated with the modem or would the links say Wi-Fi? Right, right. Wi-Fi. Uh-huh. Admin. [silence]
16:00
Speaker 2
Yes, that's a good thing, sir. If you wanted to set up the password, you need to log into the Linksys website. Okay. Do you have a computer? Uh-huh. Go ahead. Sir. Uh, what do they mean? What, what password are you referring? Wi-Fi password or log-in password? Wi-Fi. Wi-Fi password is at the bottom of the Linksys device. There is a sticker there. That's the Wi-Fi name and Wi-Fi password. But if you wanted to log into the Linksys website, the password would be 'admin' 'A DM I N'
16:00
Speaker 1
Okay. All right, well, we have a blue light here, so maybe we're going to give it another try. Uh, this so that that means that it's okay, so that's a good thing. We have internet. And okay. All right. So, um, I'll let you go. Thank you very much. You too, bye.
17:00
Speaker 2
Mhmm. That means you have internet already, sir. Mhmm, all right. All right, you are welcome, sir. Have a nice day.
17:00