V2 Rubric Detail — 16cad334-6663-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 13:31
Duration
6m 52s
Contact
Micheal
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133232
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfiguration_mx4200
⚠ 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.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by requiring paid support for an out-of-warranty device and directing customer to YouTube instead of providing direct troubleshooting assistance, despite the issue being resolvable through documented free self-help paths. This constitutes evasion of support duty under the OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to conduct proper diagnostics, skipped non-destructive recovery options, and abdicated ownership by requiring payment and outsourcing to YouTube. Despite correct model identification and acceptable reset duration, the lack of technical follow-through, empathy, and customer effort reduction resulted in no resolution and constitutes avoidance under the rubric.

V1 Case Analysis

Customer (MK4200) reports solid-red LED, no internet after power loss. Advised full factory reset (20-sec hold) and 5-press method, offered paid out-of-warranty support. Customer will try steps and call back.

Troubleshooting Steps
  • Collected model, serial number, ISP information.
  • Confirmed solid-red LED status.
  • Advised full factory reset on all nodes (20-second reset).
  • Suggested re-setup via Smart Wi-Fi app and 5-press method.
Key Observations
  • Agent mis-identified the model family (MK4200 is not in known KBs) and gave a generic 5-press method that may not apply.
  • Reset instruction (20 seconds) differs from KB guidance (10-15 seconds).
  • Agent did not verify WAN connection or perform basic modem-router checks beyond the solid-red LED.
  • Paid-support offer was introduced without confirming the customer’s willingness before providing free troubleshooting steps.
Positive Highlights
  • Collected full serial number accurately despite ASR challenges.
  • Clearly disclosed paid support terms including cost, duration, non-refundability, and success likelihood.
  • Directed customer to support.linksys.com and YouTube for self-help resources.
  • Maintained calm and professional tone throughout.
Agent Errors / Gaps
  • Provided potentially inaccurate reset duration (20 seconds).
  • Suggested 5-press method without confirming model compatibility.
  • Did not perform standard WAN-cable or modem verification for solid-red LED.
  • Confused model identification (asked about MX 42-hundreds).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested factory reset and 5-press method but did not confirm resolution; call ended with customer to try steps independently.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped critical diagnostics: did not verify ISP status, test at modem, check WAN IP, or attempt Recovery Key — jumped straight to factory reset.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly treated out-of-warranty status as requiring paid support and skipped free non-destructive recovery (Recovery Key), violating OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified solid red LED and asked about prior unplugging, but failed to ask about ISP confirmation, bridge mode, or VLAN settings that could identify root cause.
T2 Not Met Appropriate tools / resources used conf 93%
Did not use any diagnostic tools — no attempt to guide customer to check router status page, verify WAN connection, or assess network topology despite available evidence.
T3 Partially Met No misinformation conf 92%
Advised 20-second reset (within acceptable 10–20s range), but incorrectly implied factory reset is the only path and omitted Recovery Key — a documented non-destructive alternative for MX4200.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control but introduced payment abruptly without framing, creating confusion and disrupting flow.
C2 Met Confirmed understanding conf 94%
Used plain language, confirmed serial number, and avoided technical jargon; communication was accessible.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abdicated ownership by requiring payment for support and directing customer to YouTube videos instead of guiding through resolution.
O2 Not Met Proactive follow-through conf 91%
Provided no clear timeline or follow-up commitment; next steps were vague and outsourced to external videos.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — issue was within L1 scope — and agent appropriately did not escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No acknowledgment of customer’s frustration after power outage or repeated troubleshooting attempts; entirely transactional tone.
X2 Not Met Tone & rapport conf 94%
Maintained rigid, scripted delivery without adapting to customer’s stress or need for reassurance; pace and tone were inflexible.
X3 Not Met Overall experience conf 95%
Forced customer to repeat serial number, introduced unexpected payment barrier, and outsourced troubleshooting to YouTube — all avoidable effort.
Call Transcript12 turns · 13 lines
Speaker 1
[silence] All right. [silence] What's call mother guy? [silence] All right. [silence] [silence] [silence] [silence] All right. [silence] What's going on? All right. [silence] [silence] Hey, um I'm wondering if someone can help me. [silence] We're yesterday had a intranet um loss of power and now the internet's [silence]
00:00
Speaker 2
Welcome to Lynksys 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.lincksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, 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.
00:00
Speaker 1
Service provider says it's been restored. Ti Links have the devices. I'm not sure if the settings need to be changed or something. Um, I've gone through the troubleshooting steps and it's not working, so I'm trying to contact you because I'm afraid when they send out a service provider, they're going to say they don't support a bunch of systems, only use a different wireless router system. So my model is MK4200 and I have one, two, three, four, I think four or five.
01:00
Speaker 2
What's the model of your router? How many MX 42 hundreds do you have? [silence]
01:00
Speaker 1
it's serial number 38 U is in uniform one I'm not sure if it says zero or o but M 5 BB 29963. Yes, that's correct. That's the main mode the main node Buckeye cable systems, Buckeye broadband I guess Michael Seroseak. [silence]
02:00
Speaker 2
all right [silence] can you provide me the serial number so we can double check the current status of the device? [silence] 38ulikeumbrella 10mlikemerry5blikeboy29963 is that correct? [silence] and who's your internet provider? [silence] thank you so much. [silence] and lastly can I ask to whom am I currently speaking with? [silence]
02:00
Speaker 1
Okay, thank you. Uh solid red. Well, I've uh unplugged the uh modem for over five minutes and um I unplugged the node at one point um and then left them, left the node plugged in, unplugged the modem again for five minutes. Um everything I've tried has not worked. That is correct.
03:00
Speaker 2
all right, let me quickly double check everything in my end. What's the light on your link sys device say? Solid red. And what kind of troubleshooting steps have you done so far? Unplugging the device and checking the IP address. To clarify you just performed some unplugging and plugging, is that correct? All right, thank you so much for that one. So in this case, you will need to at least consider doing a complete factory reset, and to perform a complete factory reset, you need to do it on all of your Linksys nodes. You just need to hold the reset button for 20 seconds, and all of them, you can do it one at a time, and you need to set them back up using the Linksys Smart Wi-Fi app. However, before you further troubleshooting may also start, you're able double-checking with the serial number of the current Linksys device. I do have such expectations, but the unit is no longer in warranty. The warranty status had expired around October 25 of 2025. It is no longer eligible for free troubleshooting on our and. But, in terms of all troubleshooting steps, guides or articles that you may need to find or follow for the unit, it is completely free and available on support [silence]
03:00
Speaker 1
OK. Yes, I'll pay that cost. OK. I understand. My other, my only alternative is to take their system, their mesh system and discard my entire Linksys.
05:00
Speaker 2
However, for further troubleshooting for out-of-warrety product, it includes a $[REDACTED_PAYMENT_DIGITS] cost if you do still wish to proceed. For the $[REDACTED_PAYMENT_DIGITS] payment, if you're going to agree, you are agreeing to a one-time, non-refundable, technical support session lasting up to one hour. If we also do determine that the product seems to be defective in any sort of way, possible, no refund or replacement will be issued for it. And lastly, I also do still have to set expectations that it's still considered a [REDACTED_PAYMENT_DIGITS] chance that it may or may not work.
05:00
Speaker 1
Could you repeat that, the 5-Press method? Okay, I'll try that, and then call back if it doesn't work. Thank you. Thank you.
06:00
Speaker 2
either on YouTube, if you need a video guide for it, or through our support site, which is support.linksys.com. It is very easy to follow, and it's very easy to perform as well. My best recommendation is to try and search it on YouTube first, since it is a visual guide. All you have to search there is, "How to do the five-press method on Linksys?" It will show you all the necessary steps to make the unit work again. How to perform the five-press method on Linksys. Yes. No worries there. All right, so once again, thank you so much for calling Linksys. Take care and have a great day. Call us back whenever you're ready. [silence]
06:00