V2 Rubric Detail — 163406da-6518-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 22:02
Duration
14m 17s
Contact
Rick m
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00133042
Support Country
United States
Product Family
MR SERIES
CSAT
—
Sentiment Trajectory
—
Ticket subject: Technical Inquiry

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.62/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall45.6% (+5.6)

V2 Grader Summary

The agent incorrectly stated that the MR7350 does not support DLNA media server, contradicting documented functionality in universal_usb_storage.md. Despite customer reporting USB detection, the agent skipped essential troubleshooting steps and provided factually inaccurate information, resulting in an unresolved case. The interaction was courteous and well-controlled, but technically flawed.

V1 Case Analysis

Customer (Rick) reported missing Media Server (DLNA) tab on MR7350 after USB connection. Agent incorrectly stated the feature is unsupported without verifying firmware or UI settings, provided incorrect URL (linkedss.com), and closed call with no actionable path.

Troubleshooting Steps
  • Confirmed model MR7350.
  • Confirmed USB drive is recognized by the router.
  • Agent placed customer on hold to verify feature support.
Key Observations
  • Agent incorrectly claimed MR7350 lacks DLNA/media server support without checking firmware version or UI settings ([12:00]–[13:00]).
  • Provided incorrect support URL: 'support linkedss.com' instead of 'support.linksys.com' ([14:00]).
  • No verification of firmware version or media server enablement in UI, despite customer mentioning firmware update.
  • No KB article or self-help resource provided after denying feature support.
  • 5-minute hold with no explanation or progress ([05:00]–[11:00]).
  • Failed to offer any alternative solution or follow-up path.
  • Minimal empathy and no clear recap of next steps.
Positive Highlights
  • Correctly identified the product model (MR7350) early in the call ([01:00]).
  • Confirmed that the USB drive was recognized by the router ([02:00]–[04:00]).
Agent Errors / Gaps
  • Incorrectly stated MR7350 does not support DLNA/media server without verifying firmware or UI settings (contradicts KB guidance for MR series routers, which typically support DLNA/media server functionality).
  • Provided incorrect support URL: 'linkedss.com' instead of 'support.linksys.com'.
  • Did not collect serial number, warranty status, or case number (protocol gap).
  • No systematic troubleshooting: skipped firmware check, media server enablement, or UI navigation steps.
  • Excessive 5-minute hold with no explanation or progress.
  • Failed to offer any self-help resource, KB article, or email follow-up after denying feature support.
  • Poor communication: limited empathy, no clear summary, and confusing explanation about TV compatibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent stated the MR7350 does not support DLNA media server, but according to Linksys KB documentation, the MR7350 does support DLNA via its USB storage feature when properly configured — the agent incorrectly denied a supported feature, leaving the issue unresolved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent did not conduct meaningful troubleshooting — skipped checking firmware version, failed to guide customer through enabling media server settings, and did not verify configuration steps before concluding the feature was unavailable.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly concluded the MR7350 lacks DLNA support, which is a supported feature per KB; this misdiagnosis led to an invalid resolution path instead of guiding the customer through proper setup.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify root cause — did not ask about firmware version, media server settings, or DLNA enablement; instead assumed the model lacked the feature entirely without diagnostic process.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used internal verification during hold, but missed opportunity to use KB resources or guide customer to firmware/settings check — tool use was incomplete given the scenario required configuration troubleshooting.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect information: claimed MR7350 does not support DLNA, but universal_usb_storage.md confirms USB storage supports media sharing including DLNA for smart TVs — this is a clear technical inaccuracy.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained call control: opened professionally, asked clarifying questions, used hold appropriately, and closed the interaction with a clear message.
C2 Met Confirmed understanding conf 90%
Agent communicated in plain language, avoided jargon, and adapted tone to customer’s level of understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the call from start to finish, did not transfer, and took responsibility for providing an answer.
O2 Met Proactive follow-through conf 90%
Agent provided a definitive conclusion and no further follow-up was required; next steps were clear (no action needed).
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within agent scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent demonstrated empathy with repeated apologies and thanked customer for patience during hold.
X2 Met Tone & rapport conf 90%
Agent matched customer’s tone, remained calm, and kept engagement despite confusion over missing feature.
X3 Partially Met Overall experience conf 85%
Agent reduced effort by not requiring unnecessary steps, but failed to resolve the actual issue — customer still cannot access media server due to incorrect guidance.
Call Transcript22 turns · 22 lines
Speaker 1
Yeah general question about your router, MR7350, does all of them have a
00:00
Speaker 2
Welcome to. Welcome to links 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's serial number ready. For assistance, press one now. For out of warranty products, please make, 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 Zeppy, how can I help you?
00:00
Speaker 1
a media server under external storage cuz I don't see one under this one. Yes, and yeah. It's supposed to be a media server under the external storage. Now, I updated the firmware and all that, but I still don't see it, and it recognizes the USB. So, I'm just wondering is it under all of them? Cuz I just purchased it, so I'm about ready to send it back. So, maybe it's some download I need. Yeah. Yeah, and I probably went in there. Yeah, it recognized it, but it but the tabs are missing.
01:00
Speaker 2
Okay, you're uh, you're referring to the MR7350. Yeah, there's actually a USB, um, port, USB 3.0 port in, in then intended for hard drive support only, sir. [silence] Mhm.
01:00
Speaker 1
There's no tabs under there. And I look on the site and all your websites says, supposed to be a tab there, tabs there, like the media server tab. There's no tabs at all. Yeah, yeah, exactly, it's apparent. It was, is connected to my, uh, modem. So it was, it's, yeah. So it sees the USB port, fine. But it just don't have those tabs for the media server. Is it, is it a download I need, that's what I'm wondering. Is it something you have to activate? Yeah, I did, yeah, I did both of them. I had the, I did the interface because it says only for extern, for the, uh, external storage, you can only do the web. So I got into the web, but I got both.
02:00
Speaker 2
Where did you connect it? Is it connected to the main node? Yes. Hold on. Let me just... Were you able to access the user interface of this links router? [silence]
02:00
Speaker 1
Apps. At the time, so. But should it be, should it be a media server on all of them? Or not? Or is it just separate ones? Yeah. Yeah. Yeah, okay. Okay, this one I'm doing. Because if you... Let's see here. When you go under the tab, when you go into the, it actually shows a media server tab. When you go to the picture, it actually shows you that. I see none. [silence]
03:00
Speaker 2
It's actually just a media storage, sir. So you can the media server function can be enabled on the router to to share media files, actually, stored on your USB drive with your other devices on the network. [silence]
03:00
Speaker 1
Yeah, it's missing. Let's see here. No, not at all. It's missing. It's just, you know. So I got this one because I have an extra. Exactly. Yeah, I have the external storage. Yes, it's there. I put the USB in there, and it recognizes it. But go right here. Yeah. But after that, there is nothing else. There's no tabs. All you can do is just see it. And you can put the password. So if you want to go in and see it on the computer Right, which I can. But it should be a media,
04:00
Speaker 2
Let me verify that, sir. Hold on. So, you don't see that option on the user interface. No storage option, external storage. You don't see that there. Yes. And you see and yeah, go ahead, sir. Sorry. Yes, username and password because that's for um that's how your other wireless devices would be able to access the, uh the storage. [silence]
04:00
Speaker 1
your server tab there. if not, it's missing. Oh, Rick. yeah. Madden. Uh, just, yeah, it's just a general question. If you have it, you don't because I'm really sending this thing back, so. Yeah. Okay, that's all I want to know because when I go to the internet and you put it in there, it'd say M R 7350 has you can get to the media server once you put the drive in, you go to the external storage, and it should be sitting there because that's the way I can can do it with my TV. So I can share because they need that DDLNA. Right, where I can share with the TV. So you need that media server because that's how you'll uh,
05:00
Speaker 2
Okay, let me just have that verified, sir. Um, can I put you on hold for uh three to four minutes? By the way, it wasn't able to get your name. Rick, last name is? How do you spell it? Okay. All right, let me just put you in hold so I can have this jack. Okay? Yes. Yes.
05:00
Speaker 1
I don't have that that media server to turn it on so it doesn't have that DLNA where I can go serve it but I can see the USB from my computer and stuff. I can do that from my tablet I can see all that. But I can't go see it on TV Cuz I need the media server which it says it has but it doesn't have so I'm just wondering if there's a certain is it a download Cuz I updated the firmware maybe it's a download that make that pop up that's all I'm asking. Okay I'll wait for a minute. Yeah cuz I'm just gonna send it back maybe I'm wrong you know that's why I'm calling you so. All right. [silence]
06:00
Speaker 2
So your smart TV is unable to access it? OK. Yes, let me just have this checked first, sir, okay? I really do apologize. Just hold on, please. Yes, thank you. OK. All right. No worries. Just hold on.
06:00
Speaker 1
oh yeah oh yeah yeah
11:00
Speaker 2
hello sir Rick hi there thank you so much for patiently waiting I really do apologize for the hold sir I actually have this verified uh with my intermediate superior okay yes uh it seems that your uh your TV is the DLA enabled okay um
11:00
Speaker 1
Oh. No, it's pretty new. It may be five years old. It's a LG. It has every- all the functions in it. Yeah. But shouldn't the tabs still show up in there though? I mean, the tabs don't even show. And when you go to the external storage, it doesn't even show up. I'm missing a tab. That's all I see. Yeah, yeah, but when
12:00
Speaker 2
Yeah, unfortunately, this Linksys router doesn't have DLNA as one of its features. So it's really not compatible. Okay. How long have you kind of been using this TV, sir? Is it an older model of a TV? [silence] LG TV. Uh-huh. Yeah. Come again. Well, the only options that you, you know, the only options that you see usually on the Linksys router is the external storage. It only has that, yes, that only has that options or it has minimal settings. No other advanced configuration for the USB.
12:00
Speaker 1
I go to the website for your sites and stuff it says it does have it it says it has a tab for it and it show all it shows the media server tab it shows it all it's like four tabs under there that's why I saying it's um let me see if I can find it uh yeah yep same mom that's why I was wondering to update the firmware so uh okay so in other words it doesn't have it but it's saying it does it capability to work with your smart TVs and stuff so and it has it has that capability but you saying it doesn't right
13:00
Speaker 2
which specific tap? Is that the, uh, the same, does it have the same model number? Because maybe that's a different firmware or, uh, that is a. Yes, it doesn't have the, it's not DLNA enabled. So, uh, now since your TV has that feature, it might not be compatible. So that's the reason why right now it's not working.
13:00
Speaker 1
okay alright well I gotcha thank you alright
14:00
Speaker 2
Okay. For more information, please visit our site support linkedss.com. Thank you again for your time, sir, and thank you for calling Linkss. You do have a great day.
14:00