V2 Rubric Detail — 17fa704c-719a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 20:03
Duration
15m 3s
Contact
Zack Bermingham
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135004
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9610 - unable to join the network

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall43.1% (-2.9)

V2 Grader Summary

The agent performed basic troubleshooting steps but failed to resolve the connectivity issue, use appropriate diagnostic tools, or escalate the case despite its complexity. While ownership was demonstrated through follow-up commitments, the interaction lacked empathy, adaptation, and effort reduction. The outcome remains partial due to unresolved technical issues and missed escalation opportunities.

V1 Case Analysis

Customer unable to connect any devices to MR series router (blue LED). Performed power cycle of router and modem, instructed to forget Wi‑Fi and reconnect; issue persisted. Offered to email step‑by‑step instructions and mentioned $15 paid support if needed.

Troubleshooting Steps
  • Power‑cycled router and ISP modem
  • Advised to forget the Wi‑Fi network and reconnect
  • Guided the customer to locate the SSID and attempt a connection
Key Observations
  • Agent gave confusing power‑cycle instructions, alternating between unplugging the router and the modem.
  • No verification of Wi‑Fi connectivity after troubleshooting; call ended without confirming a fix.
  • Agent introduced a $15 paid‑support charge before confirming that basic troubleshooting could not resolve the issue.
Positive Highlights
  • Collected the device serial number for reference.
  • Attempted a full power‑cycle of both router and modem.
  • Promised to follow up via email with detailed instructions.
Agent Errors / Gaps
  • Confusing power‑cycle directions (told customer not to plug the Linksys, then later to plug it).
  • Did not collect or confirm the router model number.
  • Did not verify whether the Wi‑Fi connection succeeded after each step.
  • Offered paid support without first exhausting basic self‑help steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ended call by suggesting customer may need to reinstall router and offering paid support for $15, without resolving the core issue of device connectivity.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed basic troubleshooting: power-cycled router and modem, instructed to forget and reconnect to Wi-Fi. However, did not verify WAN status, check admin interface, or attempt factory reset.
R3 Partially Met Correct resolution path conf 85%
Agent offered email instructions and mentioned advanced team, but did not determine warranty status or attempt deeper troubleshooting paths appropriate for in-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (cannot connect devices), asked about LED color and attempted ISP identification, but failed to ask about DHCP, admin access, or error logs.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools such as accessing the router admin page (http://192.168.1.1), checking connected devices list, or diagnosing WAN status — all appropriate and necessary for this issue.
T3 Met No misinformation conf 95%
Instructions to power-cycle, forget network, and reconnect are technically accurate and consistent with KB guidance in adjacent_smartphone_wifi.md and adjacent_connecting_devices.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but had long silences, unclear phrasing (e.g., 'plug the power of the motor'), and failed to set clear expectations at start.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but made confusing statements ('plug the power of the linces') and did not confirm understanding after key steps.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, did not transfer, and committed to sending follow-up instructions — demonstrating ownership.
O2 Met Proactive follow-through conf 90%
Set clear next step: email with step-by-step instructions within 5–10 minutes, and outlined potential follow-up with advanced team.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation occurred despite unresolved issue after basic troubleshooting; warranted escalation to advanced team was mentioned but not executed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not acknowledge customer frustration, offer apology, or express empathy at any point during the call.
X2 Not Met Tone & rapport conf 90%
Agent used a flat, procedural tone throughout and did not adapt to customer’s confusion or repeated disconnections.
X3 Not Met Overall experience conf 90%
Customer had to repeat actions (unplug/replug) and re-explain issues; agent did not streamline process or avoid unnecessary steps.
Call Transcript19 turns · 22 lines
Speaker 2
Welcome to Linksys. 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.Lincsys.com. Please have your device, serial number, visa ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your devices, 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. Thank you. Calling your birthday name is Ethan. May I know who am I speaking? Yes, your name is. Zachary.
00:00
Speaker 1
Mhm. Yes. say do that again um email Zach Z-A-C-H baseball underscore 20 at yahoo.com Z-A-C-H baseball underscore 20 at yahoo.com uh our router just we're not able to connect any devices to like, as far as I
01:00
Speaker 2
is this is your first time calling on jack what is issue about what is issue what is the email tell me what is the problem may repeat one more time jack all right tell me what is the problem
01:00
Speaker 1
I can tell that it's still working. I mean it's still on. If I test the download and upload, it still says what it is. But I just can't connect any devices to it. the serial number three two L 20 M 17 B 0 3 2 1 4. The model number is
02:00
Speaker 2
When you try to connect, what is the error?
02:00
Speaker 1
M. Your nine six one zero V2. It's it's it's it's really hard to see here. I'll turn the light out. Uh, I see a blue island. Birmingham. Yes. it's unable to "
03:00
Speaker 2
Tell me, what, okay, what is the color of the light? On the, face of the MR. Blue, white, red, orange. Blue. Can you still see the wifi? What is the wifi name? What is the wifi name of your router? Birmingham. Birmingham. In your phone, can you still see Birmingham? Hill? When you try to connect it, can you connect? Did you try to reboot the router?
03:00
Speaker 1
unable to join network [silence] couldn't understand you [silence] it's Parabola light water and cable [silence] like I've I've called them first [silence] all their stuff's working [silence] I've done that too [silence] unplug it okay [silence]
04:00
Speaker 2
By the way, who's the internet service provider? Is it Xfinity or Spectrum? [silence] What is the internet service provider? Is it Spectrum? [silence] Can you unplug the power of your league and throw it off? Okay, go ahead. Unplug it.
04:00
Speaker 1
Just plug it back in, or, uh, leave it off for a while? Okay. So plug it back in and then unplug the modem? Don't plug it back in. Okay. Give me a second. Okay, unplugged.
05:00
Speaker 2
Not yet, not yet. Great, great. Windows and now. Unplug the power of the modem. Coming from your internet service. No, no. Do not plug the Linksys. And plug the power of your modem. And plug. Let's wait three minutes. I will do the timing. I will be back in three minutes. To win it's more Speedy. [silence] One minute and 30 seconds. All right plug the power of the motor
05:00
Speaker 1
It's not great. It's not great. It still hasn't come back on. [music] it's not great. [music]
10:00
Speaker 2
All right, that's good. Now, plug the power of the linces. [silence]
11:00
Speaker 1
There's a Blue Light flashing on the front. Now it's flashing bright. Uh, flash and blue. [silence]
12:00
Speaker 2
All right, stable now? Not yet? All right. On your phone, look for your Wi-Fi and then you can see your Wi-Fi, select connect to this network.
12:00
Speaker 1
Okay, so let's do that one more time. Delete the one I have now or. So I'm just trying to connect to Birmingham again. Okay. It says unable to join the network. [silence]
13:00
Speaker 2
three seconds the Wi-Fi will pop up again connect to it go ahead try with other devices as well okay I know on when you example in your phone when you open the settings on your phone the Wi-Fi it will show you available Wi-Fi look for the Wi-Fi name your Wi-Fi name select the one there is an option forget this network got it yes ting remember okay yeah but before you connect make sure to forget or disconnect the connection all right [silence]
13:00
Speaker 1
Okay. Okay. Thank you.
14:00
Speaker 2
you may need to reinstall the router jack i will send you the instruction to your email jack baseball 20 at yahoo.com okay five to ten minutes i will make sure that the instruction i gave you is step by step and it is to follow now it from the sympathies just give us a call uh there will be a charge of $15. for the paid support but for the meantime try the email first it may work if it doesn't work meaning that there is an issue on the hardware configuration or firmware our advanced team can help you with that one. alright if we type the tendency you should be able to receive the email pretty okay alright then five to 10 minutes jack thanks Jack. bye bye have a nice day
14:00