V2 Rubric Detail — 07a7b62e-718a-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 18:08
Duration
12m 55s
Contact
Randy
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134982
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall55.8% (-0.2)

V2 Grader Summary

The agent acknowledged the device was out-of-warranty and provided email instructions, but failed to conduct meaningful troubleshooting or use appropriate diagnostic tools. The recommendation of the 'five-press' method was technically incorrect for the MR28300 model, constituting a material inaccuracy. While ownership and next steps were clearly communicated, the lack of diagnostic rigor and incorrect guidance prevent a full resolution rating.

V1 Case Analysis

Customer reports intermittent Wi-Fi drops with LED cycling from blue to red. Agent incorrectly advised 5-press method as a reset, skipped all basic diagnostics, and offered paid support/email without confirming model or serial. No troubleshooting performed.

Troubleshooting Steps
  • Requested model and serial (unsuccessful)
  • Asked about ISP and modem changes
  • Asked how long issue has persisted
  • Offered paid-support session
  • Advised to perform a reset using the 5-press method
Key Observations
  • Agent skipped all basic troubleshooting steps (power cycle, modem test, WAN check) despite customer describing a clear intermittent connectivity issue.
  • Provided materially incorrect technical guidance by recommending the 5-press method as a reset, which is an escalation procedure, not a factory reset.
  • Failed to obtain a valid model number before giving model-specific advice — 'MR28300' is not a valid Linksys model; likely misheard 'MR2800' or 'MR3000', but agent did not clarify.
  • Serial number '78' is invalid (too short); agent did not challenge or clarify.
  • Prematurely escalated to paid support without attempting any diagnostics, violating support protocol for out-of-warranty devices.
Positive Highlights
  • Maintained a polite and professional tone throughout the call.
  • Offered to send an email with instructions, providing a self-help path after paid support was declined.
  • Acknowledged customer's concern about router age and end-of-life status, aligning with business messaging.
Agent Errors / Gaps
  • Incorrectly described the 5-press method as a simple reset at [12:00] — this is an escalation tool, not a factory reset, and advising it as such is factually wrong per universal_5press_models.md and universal_factory_reset.md.
  • Did not perform or suggest any basic troubleshooting (reboot, modem test, WAN status check) despite customer describing a diagnosable symptom pattern.
  • Accepted invalid model number 'MR28300' and serial '78' without verification or clarification.
  • Failed to check upstream connectivity by testing directly at the modem, a required step per universal_isp_modem_diagnostics.md and universal_speed_below_plan.md.
  • Did not verify if auto-update was enabled or check firmware version, which could explain instability in older models.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent explained the device is out-of-warranty and offered reset instructions via email, but did not confirm resolution or validate whether the steps would address the actual issue (e.g., intermittent drops, red LED).
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped essential diagnostics (e.g., modem test, WAN status, firmware version, LED pattern verification) and jumped directly to recommending a reset without ruling out ISP or configuration issues.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the device as out-of-warranty but defaulted to email-only support without attempting best-effort troubleshooting (e.g., guiding login to router UI, checking logs, or suggesting a power cycle), which is expected for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified intermittent disconnections and LED changes (blue to red), and asked about ISP and recent changes, but failed to logically sequence further root cause analysis (e.g., WAN, signal strength, or mesh status).
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools were used — agent did not guide customer to check router dashboard (192.168.1.1), test speed at modem, or verify firmware, despite these being necessary for intermittent connectivity issues.
T3 Not Met No misinformation conf 90%
Agent recommended the 'five-press' method, which is only valid for certain mesh models (WHW/MX/MR) without a Pair button; the customer’s model 'MR28300' is not a mesh node and does not support 5-press as a pairing or escalation method — this is a materially incorrect instruction.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call control but had an unexplained hold and did not set initial expectations about support limitations due to warranty status.
C2 Met Confirmed understanding conf 95%
Agent used clear, non-technical language to explain the reset consequences and confirmed the customer’s email address accurately.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent did not transfer the call, took ownership by offering to send instructions, and followed through on the commitment to email.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the next steps: expect an email within 3–5 minutes, perform the reset, and observe for 24–48 hours; also advised what to do if the issue persists.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent correctly decided not to escalate, as the issue was with an end-of-life device and no valid escalation path existed beyond self-help.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, so E2 is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and apologetic but did not acknowledge the customer’s frustration about repeated issues or ISP misdirection, missing an empathy opportunity.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s pace, used accessible language, and confirmed understanding when discussing reset implications.
X3 Partially Met Overall experience conf 85%
Agent avoided transfers and provided written follow-up, but placed full burden of reset and reconfiguration on the customer without attempting simpler troubleshooting steps first.
Call Transcript20 turns · 23 lines
Speaker 1
. uh uh yes this is Randy Johnston and I just got off the phone with my internet provider and he suggested that my in uh uh
00:00
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.linksys.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. Please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hello. [silence] Thank you for calling Linksys technical support. This is Charm. How can I assist you today? [silence]
00:00
Speaker 1
Your internet might be tied to my router and suggested I call to see if maybe there's some kind of it or not. My two nine V 1 1 M 28300. Maybe there might be some DOT1in there instead of one one.
01:00
Speaker 2
Oh, I see. All right. Okay. and let me assist you with this concern, sir. Before we proceed, can you please provide the model number and the serial number of your Linksys router? All right. Alright, how about the serial number, sir?
01:00
Speaker 1
78. Spectrum[silence] I have not changed my [silence] Um, and what was the first thing you asked? Oh with Spectrum? I did not. Now they say [silence] Uh, yes. I've, I've noticed when we're streaming shows on um, through the Wi-Fi system that you know, um couple [silence]
02:00
Speaker 2
Got it. And also sir, may I know, who is your Internet service provider? Spectrum. And also just to confirm, did you upgrade your subscribed speed lately or changed a modem? Did you upgrade your subscribed speed? Yes. Okay, got it. And you're having an intermittent issue?
02:00
Speaker 1
Soo, two or three times in an hour, the loose connection, and then a couple minutes, two, three minutes later it comes back on. Mhmm. Yeah. It goes from blue to blue to red. And of course, our phones will also show that they're no longer connected to the router. That's when the TV tells me that. It's not just the TV. [silence]
03:00
Speaker 2
Right. And when that happens, sir, have you observed the light status of your router? If I see.
03:00
Speaker 1
All right, what how long what um
04:00
Speaker 2
All right. One moment here, sir. Okay. One moment. And how long have you been experiencing the issue, sir? How long have you been experiencing the issue? [silence]
04:00
Speaker 1
couple months yes and well yeah he said their modem is working properly and actually a week ago they came out and ran a new cable from the telephone pole to the house because I guess there was water in the cable and weak signal and all that but when they left he said it was all fine but we still have the same problem
05:00
Speaker 2
a couple of weeks, a month ago, or just a couple of months? here. Would that be okay? Uh, just stay on the line. I'll be right back. One moment here. [silence]
05:00
Speaker 1
One thing for sure, I'm not going to pay $10 a month for Spectrum to provide a router. The routers going bad I'll just go buy a new one. That's kinda what they do they push it off. Yes.
07:00
Speaker 2
Sir Zuka yes, thank you so much for patiently waiting on the line, sir.So based on the information that you provided to mister uh, which has a problem that your um router.What we can do hear or what we will do is we need to reboot
08:00
Speaker 1
I'm not sure what that means. The password's going to change, and the name of it? And an... No. No. Okay. So what do I do to reset it?
09:00
Speaker 2
[silence] So if you are going to reset your router Sir, it means that once you reset it, it will go back to its default settings and all the devices that are connected to your Wi-Fi will be disconnected and you need to connect it again manually. Yes, it will go back to the old Wi-Fi name and password that is printed on the label. Um you didn't customize that one. If that's the case Sir then yeah, it will just go back to that default Wi-Fi name and password. You can still use that one. Uh-M for that, uh, you need to press and hold the reset button, but, uh, upon checking here with this, uh, model number that you have. This device was already out of warranty last June 3rd of [REDACTED_PAYMENT_DIGITS] And for the out of warranty device, um, I do apologize, but I could not provide a free troubleshooting over the phone. However, if you insist, I can provide a one-time, non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, but there will be a fee for that, which is $[REDACTED_PAYMENT_DIGITS] However, if you don't want to proceed with the payment, sir, what I can do is I could send you an email instead, a step-by-step instruction on how to reset and reconfigure your router. And also, you may consider trying our Linksys AI agent for guidance. And it is free of charge. Which one would you prefer, sir?
09:00
Speaker 1
okay sure I understand.
11:00
Speaker 2
All right. So if that's the case, I will send you the email, a step-by-step instruction on how to do it. And try to observe the connection once you reset and can reconfigure device. Observe the connection within 24 hours to 48 hours. And if still the connection is still intermittent, it kept dropping or it will be disconnected. Then what I can say to you is, there might be something wrong with the router because of its software issue. Since your router was already part of end-of-life device, it means there's no updated firmware for this anymore. And also, we don't manufacture this device, all right? All right, so try to reset and reconfigure first so that you can observe the connection. Kindly provide your.
11:00
Speaker 1
Sure. Uh, it is Randy, R-A-N-D-Y, Johnston, J-O-H-N-S-T-O-N at charter dot net. All righty. Thank you. You too. Bye.
12:00
Speaker 2
Mm-hmm. Got it. brandy johnston@charter.net. All right, so expect an email from me soon within three to five minutes after we end the call and just follow the step-by-step instruction. There are three options for you on how to set it up. But the simplest way is the five press. You can do that one first, all right? All right, thank you so much, sir and have a good one. Bye for now.
12:00