V2 Rubric Detail — f7a6a258-6086-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 02:33
Duration
13m 0s
Contact
Debra Flores
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00132361
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9610_No internet wired and wireless.
⚠ 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
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.3/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall85.8% (+39.8)

V2 Grader Summary

The agent conducted thorough troubleshooting aligned with KB procedures, correctly diagnosed the MR9610 as end-of-life, and guided the customer through a power cycle that temporarily restored connectivity. While a full resolution was not confirmed, the agent provided accurate information and a valid path forward, meeting OOW best-effort standards. The interaction concluded with partial resolution and appropriate ownership.

V1 Case Analysis

Customer reported solid red/blue flashing on MR9610 router; performed power-cycle, router briefly showed blue but no internet confirmation. Agent incorrectly stated model is end-of-life and offered paid support for reset without resolution.

Troubleshooting Steps
  • Verified modem-to-router Ethernet connection.
  • Guided customer through power-cycle of modem then router.
  • Discussed firmware status and possibility of factory reset.
Key Observations
  • Agent incorrectly claimed MR9610 is end-of-life and cannot receive firmware updates [09:00].
  • No serial number collected and no warranty lookup performed despite discussing paid support.
  • Router status changed briefly to blue [11:00] but agent did not verify internet functionality or confirm resolution.
  • Paid support offered without customer agreement and without completing basic troubleshooting.
Positive Highlights
  • Identified the correct router model (MR9610) from customer record [01:00].
  • Provided correct power-cycle instructions for modem and router [03:00].
  • Confirmed modem was online and only router was connected during troubleshooting.
Agent Errors / Gaps
  • Did not collect device serial number.
  • Incorrectly stated the MR9610 is end-of-life and cannot receive firmware updates [09:00].
  • Offered paid support prematurely and did not obtain customer agreement.
  • Failed to confirm whether internet connectivity was restored after power-cycle.
  • Did not validate LED behavior against known MR9610 specifications — alternating red/blue may indicate boot loop or firmware issue.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Customer reported the router turned blue and appeared to be working by the end of the call, indicating temporary resolution, but agent did not confirm full internet restoration or long-term stability.
R2 Met Diagnostic thoroughness conf 94%
Agent instructed a full power cycle (modem and router), verified Ethernet connection, checked for physical connectivity, and considered cable replacement — all appropriate steps for red LED troubleshooting per KB.
R3 Met Correct resolution path conf 95%
Agent correctly identified the MR9610 as out-of-warranty/end-of-life, offered best-effort troubleshooting (factory reset), and disclosed paid support as an option without dismissing the customer — aligning with OOW best-effort standard.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified solid and blinking red/blue LED states, confirmed modem connection, ruled out reset press, and logically progressed through physical layer checks before concluding potential hardware/firmware failure.
T2 Met Appropriate tools / resources used conf 97%
Issue was physical connectivity and device status — no remote tools (e.g., dashboard, logs) were necessary; verbal troubleshooting was sufficient and appropriate.
T3 Met No misinformation conf 98%
Agent accurately stated MR9610 is end-of-life, no further firmware updates, and that factory reset clears settings — all factually correct per product lifecycle and KB documentation.
Communication
C1 Met Clear & professional language conf 92%
Agent maintained control by guiding step-by-step through boot sequence, confirmed actions, and managed transitions despite customer interruptions and confusion.
C2 Met Confirmed understanding conf 94%
Agent used clear, non-technical language (e.g., 'unplug modem', 'steady light'), confirmed understanding, and adapted to customer’s pace and repetition needs.
Customer Ownership
O1 Met Ownership & empathy conf 91%
Agent owned the case from start to finish, referenced prior interaction, did not transfer, and offered a path forward (paid reset assistance), fulfilling ownership despite OOW status.
O2 Partially Met Proactive follow-through conf 89%
Agent mentioned an email within '5 to 15 minutes' but did not specify content or next action; customer was left uncertain whether this resolved the router issue or was just a receipt.
O3 Met Closure confirmation conf 97%
Agent referenced prior call, confirmed model and contact info, and built on previous troubleshooting (MAC address change), avoiding repetition of known facts.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required — issue was handled at L1 with appropriate options provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent used a scripted opening but later acknowledged repeat contact and offered continued help; empathy was minimal but not absent, and professionalism was maintained.
X2 Partially Met Tone & rapport conf 88%
Agent adapted to customer’s confusion by repeating instructions and confirming steps, though tone remained transactional and did not fully engage emotionally.
X3 Partially Met Overall experience conf 87%
Customer repeated information about Ethernet setup, but agent used prior case data and avoided re-asking key details; effort was reduced but not fully minimized due to paid support suggestion.
Call Transcript18 turns · 21 lines
Speaker 1
Hi, I'm calling because I'm having issues with my router. I just called about a few hours ago, and they helped me to[ silence ]
00:00
Speaker 2
Welcome to Links boat 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. linkbs.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 option, 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. I thank you for calling. It's been anistra Gail. How may I help you today? Nice to understand. We have the email address registered here. All right, thank you. Let me check the email address here. All right. So I was able to pull up a record. And I believe I'm speaking to Deborah Flores, right? I think. You and just to verify your email, I mean, your phone number is 954-377-3876. And your router's model number is at the MR 9610. All right. Thank you. Let me check it from here.
00:00
Speaker 1
Yes, it's a solid red light. I'm sorry. That I pressed the reset? No. No, I'm when I just on this just on this junction. Yes, and we do have internet because I'm able to direct connect and have internet. So the issue is just the router.
02:00
Speaker 2
So, no internet and just to verify right now, the light on in front of your Linksys' router, it's showing red light, right? And just to verify after earlier since you've mentioned you have called us and the light go, I mean the internet goes out on the router. Did you happen to press the reset at the back on the router or did not? Yes. Uh-huh, after the... no. Okay. So, since the internet on the router is actually depended from your modem and your ISP or internet provider is Spectrum, right? Okay. And right now just to verify that our router still connected wired going to your modem using an ethernet cable. [silence]
02:00
Speaker 1
yes it is. mm-hmm. okay. okay so i plug in the modem to power for
03:00
Speaker 2
Okay, for this one, can you can we can you try again like perform boot up sequence unplug the linksys router unplug the modem and give them two minutes. Then after 2 minute plug in first the modem, wait for a its internet light to show a steady light, then plug in next the Linksys router.
03:00
Speaker 1
So first and then I plug in the router? Yes. Okay. Do I apply the ethernet as well? Okay. [silence] Great.
04:00
Speaker 2
make sure uh they're both already unplugged from the power source right they're already unplugged okay just give them two minutes for the meantime um do not touch anymore the ethernet cable make sure it's still connected to the respective port especially on the lynxis router make sure it's still connected on the internet now the yellow port
04:00
Speaker 1
Um. It has one ethernet port. Yeah, well the ethernet's there and then it's plugged into the router and the router has four additional ports.
05:00
Speaker 2
All right, I think that's all good. You may now plug in the modem first to the power source. And by the way, the ports at the back of your modem. How many ports does it have? Okay, and that's where the links this router is connected to, right? Okay, make sure the only connected as of the moment to the modem is your router, no other device should be connected. [silence] And once your modem shows an internet light, you can plug in back the Linksys router.
05:00
Speaker 1
Okay, so the router was blinking blue and then it was blinking red. Now it looks like it's a blinking blue. I know it's blinking red again. It's going from red to blue. It's going back and forth. I, uh. Yes, I have. This is a new at-ETHERNET as well. So I'm.
08:00
Speaker 2
okay solid blue white okay blinking red means that it's not detecting any uh like a physical connection or network connection from the modem have you tried changing Ethernet cables before that the cable connecting the router and the modem okay you see if okay cuz if if this continues to happen the links and-router still go offline that means some
08:00
Speaker 1
Okay, so there's no firmware update and how about like, do I need a maybe reset it or? Is without making it just sounds like, I know it would.
09:00
Speaker 2
Something to do with the new test yourself and upon double checking it here your router is already out of warranty probably it's something to do with its firmware this router actually this model will actually has reach end of life, meaning Ning no longer manufacture this and no longer is seeing for my update. And perhaps it's time for you to upgrade your Linksys router. Let me check it here. If you may try disabling the router, perform back to factory reset. But let me double check earlier you've appeal for the $15 right for the paid support troubleshooting. And did the agent like reset your the router? The factory settings? Did you perform
09:00
Speaker 1
No, actually, all we did was go into the, the link thing sees page where I went into connectivity and after connectivity, I, there was something on the Mac address, it had zeros and so we copied the address or something. Okay. [silence]
10:00
Speaker 2
Okay, so you performed the MAC address, let me check it here. Yes, because that will be the next route, resetting the router back to factory settings and reset it up. And if the issue persists, then we can say that it's on the router itself since it's not longer receiving form of update. By the way, if you wish us to reset the router and reconfigure it, it's actually another session. And we may need to have, um.
10:00
Speaker 1
Okay, well it's actually blue now. So it looks like it's now working. But um, I guess, what would resetting it do? I mean, do you believe that would help or is it just, would it make a difference?
11:00
Speaker 2
We wish to avail with the $15. That will be our next route. Okay. Mhm. It actually, it actually makes a difference. We set helps um debug the uh error on the router. So it's actually worth to try. If if it still happens again, if it shows a red light, you can reset the router back to factory settings. It will have a fresh start. It's still worth tried. That is all correct. To resetting the, uh-huh, it will delete the information on all on the router settings. [silence] The you will will receiving the email within 5 to 15 minutes, okay? All right, and anything else for links? You are most welcome, and thank you for calling us. Have a wonderful day. You're welcome. Bye-bye.
11:00