V2 Rubric Detail — 0abaa1ba-6e5a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 16:47
Duration
12m 25s
Contact
Pat Lewis
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00134294
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall54.5% (+6.5)

V2 Grader Summary

The agent accurately interpreted technical symptoms and preserved case continuity by creating a ticket, but did not complete resolution or escalate despite a likely in-warranty hardware fault. The path chosen — deferring full troubleshooting to a future call — constitutes partial progress. Escalation was not required at this stage, as verification of the fault was still pending.

V1 Case Analysis

Pat Lewis – MR9610 – blinking red LED after factory resets. Possible hardware fault. Customer asked to test router at primary location; ticket created, no resolution yet.

Troubleshooting Steps
  • Collected serial number and model.
  • Advised to verify power specifications on the unit.
  • Suggested the red blinking may indicate a hardware fault.
  • Asked customer to test router at original location with hard-wired computer.
Key Observations
  • Agent did not perform standard WAN-port or power-supply checks before concluding hardware fault — contradicts KB guidance in ax_maxstream_wifi_connectivity.md (red blinking = disconnected/modem issue).
  • Warranty information was vague and no definitive warranty status was confirmed.
  • No ticket/case number was provided to the customer, leaving the escalation path unclear.
  • Agent incorrectly assumed hardware fault without ruling out WAN connection issues per KB.
Positive Highlights
  • Collected essential device identifiers (model, serial) and customer contact details.
  • Acknowledged the possibility of a hardware fault and offered to open a ticket.
  • Correctly identified that a hard-wired test is needed to confirm the fault.
  • Guided customer to return router to original location for accurate testing environment.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting (WAN cable check, power-cycle sequence) before labeling the unit as defective — contradicts KB guidance in ax_maxstream_wifi_connectivity.md and velop_wifi_connectivity.md.
  • Provided confusing warranty guidance and did not confirm coverage — stated warranty starts on order date without verifying policy.
  • Did not give the customer a ticket number or clear next-step timeline — poor case management.
  • Did not instruct customer to check WAN port LED or reseat Ethernet cable — missed key diagnostic step per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue, offer an RMA, or confirm a replacement path — only created a ticket and deferred troubleshooting to a future call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent acknowledged prior troubleshooting and asked about power specs and WAN connection, but did not perform a full diagnostic sequence (e.g., no power cycle verification, firmware check, or LED pattern confirmation).
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified a potential hardware fault and noted warranty eligibility based on purchase date, but did not initiate an RMA or escalate — instead deferring to future testing. However, agent did not dismiss the customer and attempted to preserve continuity via ticket creation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified blinking red LED as a symptom and linked it to WAN or hardware issues, but concluded hardware fault prematurely without verifying cable, modem, or connection stability.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent used warranty lookup tool and referenced customer’s prior bot interaction, but did not use remote diagnostics or request log data despite a clear hardware symptom that warranted deeper validation.
T3 Met No misinformation conf 98%
All technical statements — warranty start date, power spec check, blinking red meaning — were accurate per KB guidance and product documentation.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic control but lacked structure — no clear agenda, several long silences, and filler words ('uh-huh') indicate weak call framing and pacing.
C2 Partially Met Confirmed understanding conf 85%
Agent used plain language but did not confirm understanding when discussing hardwired testing or next steps; missed opportunity to adapt to customer’s self-admitted lack of technical knowledge.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent created a ticket to avoid repetition, acknowledged prior bot troubleshooting, and committed to helping the customer without transferring or abandoning the case.
O2 Partially Met Proactive follow-through conf 85%
Agent advised customer to return router to original location and call back, but did not specify what tests would be run or provide a timeline for resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the first human contact; no prior agent interaction or case history existed to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 93%
No escalation occurred, and none was warranted at this stage — the agent reasonably sought to verify the hardware fault before escalating to RMA or technical teams.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent remained polite and professional but did not explicitly acknowledge customer frustration or the burden of repeated resets and travel.
X2 Partially Met Tone & rapport conf 86%
Agent responded appropriately but did not adjust tone or pacing to match customer’s confusion about hardwired testing or next steps.
X3 Met Overall experience conf 95%
Agent avoided repetition by referencing bot summary and created a ticket to preserve context, reducing customer effort.
Call Transcript26 turns · 26 lines
Speaker 1
Hi, Helen. My name is Pat Lewis, and I've got a router and that's not working. It's gone. It keeps going to red. I went through the AI support thing, and they told me, [silence]
00:00
Speaker 2
Awelcome 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 1 now. For out of warranty products. Paid support may be of 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. [silence] Thank you for calling Linksys. This is May, how can I help you?
00:00
Speaker 1
to call y'all because I did everything they wanted me to do and it's still flashing red. And so they told me to contact y'all. Okay. It's 32L20M12B01044. Yes. Uh I it. Start say it again. I was I couldn't catch what you were saying. That's correct.
01:00
Speaker 2
Okay, what's the serial number of your Linksys device? Let me just check f it's still in warranty or not. Okay, that's a 32 Lima 3, uh-20, Mike, 12 boy, 010-44. Is that correct? Okay, yeah, it's 3-2 Lima 20, Mike, 1-2, boy 010-44.
01:00
Speaker 1
the the the model number is MR 9610. I I I actually can't answer that question. I don't know if we have any more systems or not. I think I think we do. Right. yes. Okay. It was it was and I I actually removed it from the.
02:00
Speaker 2
It shows, you're in no data. What's the model number instead? What's the model number of your Linksys device? Okay, and that's the only Linksys device you have nothing else. Okay, so this one is directly, you're trying to work on with this one as the main Linksys router, right? Not an extender, but just the main one. And if it keeps on flashing red, that sometimes it indicates that there's something wrong with the physical connection. Make sure that your modem is connected to the yellow internet port on this Linksys router.
02:00
Speaker 1
Yes, I've done everything the leap bot support assistant told me to, which was to do the factory reset, and it just kept blinking and blinking, blinking red, blinking red, blinking red. Then, after about 10 minutes of blinking red, they told me to unplug it and wait, and then plug it back in and see what it did, and it went initially to blue, and then
03:00
Speaker 2
I've got. Even if you reset the linksest, a suck on a blinking red light.
03:00
Speaker 1
Starts blinking red and it was blinking red for at least 15 minutes before I called you. And I tried we we we've reset we've reset it at least five times and it does the same thing. Yes, we are. We have done We we are we We are we don't use any extension cords. It's it's it's connected to the outlet and the outlet is the proper uh wattage that it needs to be. We've we've checked all of this. It was checked before we ever connected. We've had a router. This is only a year old and uh it's not even a year old yet actually. And uh it just started doing this.
04:00
Speaker 2
Right. If that's the case, could be that there's already a hardware issue with your router. Make sure as well that it's using the correct power specs. Underneath on the sticker, it will show you the voltage and amperage it needs, and it should be directly connected to the outlet.
04:00
Speaker 1
The power is good. The internet is connect is good. If the internet is used at another router at another location and it's working fine. So I thought that was the problem, which is why I brought this one home and tried it at at at on my internet rather than on uh the other internet that is it was on. Yes. Okay, so what, what do I do about that? What [do irection]]? Uh,
05:00
Speaker 2
Mm-hmm. Okay. So if you already did multiple reset as well, but it's still stuck on the blinking red light, then that only means there's already a hardware problem with your router if it keeps on behaving like that. Mm-hmm. Uh, for me to proceed since uh, we don't, I mean, upon checking here, there's no data when I checked the S number. You still have the receipt when you bought this unit? You still have the receipt? I can help you to troubleshoot your
05:00
Speaker 1
[silence] It was actually it was it was actually purchased I do have my receipt. Uh I do have the receipt on it and it was purchased from Amazon and the order was placed on June 22nd, 2025. It was delivered on June 27th. Okay, well that was June uh that was June 22nd, which is today. Today is June 22nd as well. So that's one year ago today. So you're saying it's not in warranty because it's a 22nd?
06:00
Speaker 2
Router it is within a year from the date of purchase, if you cannot provide receipt right now, I can send the... I see. Yeah, our warranty start date will uh, will start when the date was, I mean, when the router was placed, order, not on the received date. Exactly. Uh, just uh, the warranty will start the date,
06:00
Speaker 1
Right. Right. It's PKL77 at aol-dot-com. Yes. It's Pat Lewis. P-A-T-L-E-W-I-S. That's correct. Yeah.
07:00
Speaker 2
[silence]
07:00
Speaker 1
right now right now right now right now he is not connected to anything because of where it's where it's used. I had to come home to get on my computer to find out what to do about it. So it's not connected. It was I connected it to my internet, but I've disconnected it from my internet and I had it plugged into the wall to do all the resets and all and it's not connected to the internet at the moment. Yes, it's not where it normally is used. I am with I have the router. I have the router in my I have my router sitting next to me. Yes, it's just not connected to anything.
08:00
Speaker 2
Is it still hardwired? I see. you are not at the home right now. Okay. But you are with the router now, which is the one. Okay. mm-hmm we need to troubleshoot the router and then but you are not in the location where you normally use it.
08:00
Speaker 1
No, no, that's I called the life bot support and we troubleshooted everything and said, here's a summary of what was covered and she sent me a list of everything we already did. And the outcome was unresolved suspected W-an port hardware fault. After after the life bot support did all the told me to do all the testing stuff on it, which I did. Yes.
09:00
Speaker 2
uh-huh. Okay. Uh-huh, I understand you already did the troubleshooting steps on your own and together with your internet service provider. But (mouthmoves) from our end, we need to deem the device defective first and in order to do that, we need to troubleshoot the router. Even though you're not on the location where you normally use this router, we can still have it checked as long as there's internet on that area where you're at. You have internet or
09:00
Speaker 1
Well, you guys, if I undo my internet here, guess what I need to do is take this back down to where it normally is and plug it all back in and call you all back because if I use it here, I'm going to disconnect my internet and I'm not going to be able to see, well, I won't be able to see you. Our regular internet service provider is Rob Con. Rob Con is the name of the company that we normally use.
10:00
Speaker 2
Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. I will provide your ticket number then for you not to- to you not to explain your- yourself all over again. Um what's your internet service provider on that, uh your original internet service provider? Okay. Um Rock Solid? Did- did I hear you right? Okay, one second. All right. Uh just provide your- your phone number then, seven
10:00
Speaker 1
Okay. Very, very good. I will go down and hook everything up and call you. What's involved in troubleshooting it to make sure I have everything that I need to troubleshoot it. [silence] Okay. Like hardwired, does that mean like connect the, I know nothing about this. I apologize. Does that mean that instead of like plugging the internet into the mode and into the router, I would plug it directly into my computer? Okay. Okay. Yeah. I'll take, yeah. I'll take my computer down there and that should be possible. Okay. Very good. That's what, that's what I needed to know that I need to take my computer.
11:00
Speaker 2
I see. And I created a ticket under that um number, okay? Assure a computer that can be hard wired. That's it. If you have one, much better. We can then deem the device defective if ever you have that device. Physical connection uh Exactly. If that's possible for you to do, like you can... Water. Good. Alright.
11:00
Speaker 1
[silence] with me or not. Um, but, but uh, uh, I can try. There's no way there's no internet service down there since the router's not working. Uh, Well, but then I can plug my computer. Okay, very good. I'll go down and see what I can do. Thank you very much. Okay. Thank you. Okay. Thank you.
12:00
Speaker 2
ok okay okay thank you as well that thank you for calling bye-bye [silence]
12:00