V2 Rubric Detail — 0a46da64-643c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 19:47
Duration
10m 33s
Contact
613-795-9706
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall42.0% (+16.0)

V2 Grader Summary

The agent failed to address the customer's core request for MAC address cloning, skipped all relevant troubleshooting, and instead performed an unrelated 5-press reset. Despite maintaining basic communication and ownership, the lack of technical follow-through left the issue unresolved and increased customer effort, resulting in a clear failure to resolve or progress toward resolution.

V1 Case Analysis

Customer requested MAC address cloning guidance. Agent performed 5-press reset and gave default Wi-Fi credentials without addressing the core issue. Issue unresolved.

Troubleshooting Steps
  • Asked for and partially confirmed serial number (33C10M29A08825).
  • Instructed 5-press reset of the router.
  • Advised to use default Wi-Fi credentials from the label.
Key Observations
  • Agent never addressed the MAC address cloning request despite it being the sole reason for the call.
  • Serial number was partially confirmed but not validated for model or warranty lookup.
  • Provided a generic 5-press reset procedure that is unrelated to MAC address cloning.
  • Did not confirm whether the router model supports MAC address cloning, a critical omission.
  • Failed to collect model number, which is essential for feature validation and troubleshooting.
  • No warranty check, case creation, or technical guidance specific to MAC cloning was provided.
  • Call ended with only a hotline number correction, leaving the issue unresolved and no clear next step.
Positive Highlights
  • Agent attempted to collect the serial number, showing awareness of protocol requirements.
  • Agent acknowledged the customer’s concern about outdated contact information and provided the correct hotline number.
  • Agent maintained a polite and patient tone despite customer frustration and communication challenges.
Agent Errors / Gaps
  • Failed to address the primary issue (MAC address cloning).
  • Gave irrelevant troubleshooting (5-press reset) instead of MAC-cloning steps.
  • Did not confirm or record the product model number, which is required to determine feature support.
  • Did not verify whether the customer’s router supports MAC cloning.
  • Did not check warranty status or create a proper support case.
  • Did not provide any KB article, email, or self-help path for MAC cloning.
  • Misguided the customer by implying the reset procedure resolved the setup issue, when it did not address MAC cloning.
  • Technical accuracy failure: MAC address cloning is a supported feature on many Linksys routers, and the agent should have provided guidance or escalated based on model confirmation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly requested help with MAC address cloning; agent never addressed this request and instead performed a reset that did not resolve the stated issue.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped all troubleshooting for MAC cloning, did not access router settings, and jumped directly to a 5-press reset with no diagnostic steps related to the reported problem.
R3 Not Met Correct resolution path conf 96%
The correct resolution path for a configuration issue like MAC cloning is step-by-step guidance via admin interface; agent chose an irrelevant factory reset alternative instead.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions were asked about the MAC cloning failure (e.g., where the customer got stuck, what error was seen); agent assumed resolution via reset without identifying root cause.
T2 Not Met Appropriate tools / resources used conf 96%
Agent failed to use the router’s admin interface (http://192.168.1.1 or myrouter.local) or consult KB documentation to guide the customer through MAC cloning settings, which were necessary for this issue.
T3 Partially Met No misinformation conf 92%
The 5-press reset instructions were technically accurate for supported models, but the agent omitted correct guidance on MAC cloning, which is documented in universal_mac_cloning.md.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent maintained basic call flow and guided the reset process, but failed to set expectations about the MAC cloning request or explain why it wasn’t being addressed.
C2 Met Confirmed understanding conf 95%
Agent used clear, simple language, repeated the serial number for confirmation, and avoided technical jargon, adapting well to customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call, attempted a resolution path (5-press), and did not transfer or abandon the case despite customer frustration.
O2 Partially Met Proactive follow-through conf 91%
Agent provided a next step (use sticker credentials after reset) but did not follow up on the original MAC cloning issue or offer a timeline for resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Escalation was not warranted because MAC address cloning is a standard L1 configuration task covered in KB articles; agent should have resolved it without escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was required given the nature of the issue.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent was polite but did not acknowledge the customer’s frustration about the missing phone number or the unresolved MAC cloning issue, missing empathy opportunities.
X2 Met Tone & rapport conf 94%
Agent maintained a calm, patient tone throughout, responded promptly, and matched the customer’s pace during serial number confirmation.
X3 Not Met Overall experience conf 97%
Customer had to repeat the serial number multiple times due to miscommunication, and ultimately did not receive help for the primary issue, increasing effort unnecessarily.
Call Transcript20 turns · 21 lines
Speaker 1
Hello. I just purchased a new Linksys dual band router, and I attempted to set it up. And [silence] there appears to be a problem with MAC address cloning. Uh, I've found that the router, as set now, will not let me clone the MAC address into it. Uh, I have called Linksys support and was told that they don't walk anyone through that process. So, unfortunately, that didn't work out. So, if anyone can help me with with Mac address cloning process, could someone please help me? Thank you.
00:00
Speaker 2
Welcome to Lynx. Is. 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, please have your device serial number and contact, [silence] Thank you for calling Linksys. This is May, how can I help you? Uh-huh. [silence] 0. Okay. Exactly. And pink, when it's ready to be set up, can you have the serial number of that device? There's a barcode there. Barcode. 2-0-J. Or it depends on the device you purchased. The model number depends. I mean, the serial number depends.
00:00
Speaker 1
[silence] What does it say? S/n. Is that the number you want? It starts with 33C. Okay. ten A M louton, 29 A 0 8 825. And then there are some more numbers in Brackets. numbers and letters. Okay. I don't understand I don't understand what you're saying when you say all those things, so we're going to have to slow down and back up.
02:00
Speaker 2
[silence] Yes, that's the right number. 33C, Uh-huh, Mary. Okay. Uh, is it 38, Charlie, 10 Mike, 28 Alpha, 0888? So 888 on the last part. Um, yeah, I'm sure.
02:00
Speaker 1
I gave you.Man. starting with 33. C. I gave you a list of numbers and letters. Is that a correct uh indication for you? Yes or no. Confirm. Confirm what, ma'am. I just read you the number. Do you want me to read it again? 3. 3. C. 1. 0. M like Mary. 29. A. And what's the next one? 0. 8 8 23 4.
03:00
Speaker 2
Uh-huh. Uh-huh. The rest of the uh I just wanted to confirm actually. The serial number. Yes please. Okay.
03:00
Speaker 1
[silence]
04:00
Speaker 2
Now and you purchase this one what day was that? Can you still remember? okay. and uh... a package of one, two, three, how many packs? I see. You can actually press there the reset button at the back of your router five times. Press, release, press, release, press, release. Do it five times. Yeah. okay.
04:00
Speaker 1
Here is the reset I've done it five times yeah now it is white yep why I don't want I don't want any advertising from lynxus and I don't
05:00
Speaker 2
Okay. And you'll see the light in front, it will start to flash. Okay, that's good. And we'll just wait until this router will have a solid blue light. While waiting, can I have your email address, please, for me to create a record? You need to attach the receipt.
05:00
Speaker 1
don't want Linksys to sell any of my information to anybody else. And my what? My serial number and, Well, I can't. Yeah, it's solid, it's solid blue right now. So how long did that take? Did that take 30 seconds?
06:00
Speaker 2
uh for that one mom you can rest assured it's secure in our system but i respect your decision if not but moving forward if you'll call us we will be asking for the receipt i just provide support right now supposedly i should ask for the receipt first but i just help you instead right away so next time if you'll call you have to provide again the serial number okay and the receipt the serial number of your device and then the receipt or any proof of purchase right now the light indicator of your router will turn to solid blue it should turn to solid blue by now okay you can use the router from now on 30 seconds for for what ma'am
06:00
Speaker 1
for the light to switch from white to blue. Okay, so I am writing down, press reset, which is the red button, five times. Good boy. Ma'am, I have a question to ask, please. On the setup guide, which is a very brief paper that I received with the router,
07:00
Speaker 2
Just a three minutes max, actually. The five-press reset you did is actually the easiest way to set up your router. Right now, it's already online, ready to be used. Just use the Wi-Fi name and password on the sticker underneath your router. That's your Wi-Fi name and password. go ahead.
07:00
Speaker 1
Here is the number, the phone number which was given on, was printed where I am supposed to seek help. 1-800-9 [squeaking] [silence] I don't know where it's at. [screeching] Anyway. And then the last four numbers are 0518. I put a line through it because when I phoned that number, the message told me that it was not in service. Can you confirm what number I should call? So, I got that number, I got that number off the information from my eight-year-old router, the one that died. So, it, it seems pretty weird to me that that the new [door thumping]
08:00
Speaker 2
Just call 800-3267. one one four that's our hotline number.
08:00
Speaker 1
booklet the new setup guide would not have that number in it, it should have that number in it, uh, yeah, I hear what you're saying. I hear what you're saying the problem is it is not in the setup guide. Could you please tell management that there is no phone number that works in the US Canada setup guide? Would you please tell someone that? I mean, the reason is that this is supposedly a brand new up-to-date router, but the information inside the router is incorrect, and that [silence]
09:00
Speaker 2
Yeah, but for this, it's the our only hotline number now is 800-326-7114 and that's the number you... Okay, I'll put a note here and they can check this one. [silence] Text appears on screen. Text: Thank you so much. Thank you.
09:00
Speaker 1
to be confused, I think. Yes, sure. That's great. That's fantastic, except if a person doesn't have a router and they've just ordered a new router, they don't have access to the internet, do they? Thank you very much, ma'am. Thank you. Thank you for your help. Bye-bye.
10:00
Speaker 2
Regarding that one ma'am it's posted on our website our official website which is that
10:00