V2 Rubric Detail — 1a6d197c-6b6b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 23:11
Duration
14m 59s
Contact
Destinlee Tuckergreman
Issue Type
Hardware Fault
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133907
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_No internet connection router just showing solid blue light.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication0.00/5
Ownership1.79/5
EscalationN/A
Customer Exp0.00/5
Overall33.0% (+13.0)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and offered the appropriate paid-support path (R3 Met), but failed to complete troubleshooting or resolve the issue (R1 Not Met). Minimal diagnostics were conducted without tool use or root cause analysis, and poor call control, lack of empathy, and no clear next steps resulted in an unresolved case despite continued engagement—classifying it as an Ownership Gap.

V1 Case Analysis

Customer reports MR7350 solid blue LED, no Wi-Fi. Out-of-warranty; agent collected $15 payment but performed no troubleshooting. Call ended without resolution or next step.

Troubleshooting Steps
  • Confirmed model and serial number
  • Collected payment for paid support
  • Asked if a wired computer was available
Key Observations
  • Agent did not perform any actual troubleshooting despite claiming to start a paid support session.
  • No verification of WAN connection, modem status, or router login — all critical for solid blue LED diagnostics per KB.
  • Payment was collected before any technical work began, violating support protocol.
  • Call ended with no resolution, no recap, and no clear next step after payment collection.
  • Agent failed to access or reference any KB article or diagnostic path.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Did not follow basic solid-blue LED troubleshooting: skipped power cycle, WAN cable check, modem verification, and router login attempt (ax_maxstream_wifi_connectivity.md).
  • Collected payment without initiating or performing any actual technical support.
  • Failed to verify if the wired PC had internet access or check IP configuration — the only suggested action had no diagnostic purpose.
  • Did not attempt to access the router via 192.168.1.1 or myrouter.local to check status or settings.
  • Allowed call to end without confirming outcome or setting a next step after payment collection.
  • Misrepresented the process by implying troubleshooting would follow payment, but none occurred.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The agent did not resolve the issue; the call ended mid-troubleshooting with no confirmation of resolution or valid fallback path.
R2 Partially Met Diagnostic thoroughness conf 90%
The agent initiated basic troubleshooting by asking for a wired connection and preparing to use command prompt, but did not complete meaningful diagnostics (e.g., checking IP, testing modem, accessing router UI).
R3 Met Correct resolution path conf 95%
The agent correctly identified the device as out-of-warranty and offered the appropriate paid-support option per policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
The agent identified the symptom (solid blue light, no Wi-Fi) and began diagnostics, but did not ask key questions like testing the modem directly or checking ISP status to isolate the root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No diagnostic tools were used—agent did not direct customer to access http://192.168.1.1, run a speed test, or check modem status; relied solely on verbal instructions.
T3 Met No misinformation conf 95%
All technical information provided (out-of-warranty status, paid support cost, request to open command prompt) was factually accurate.
Communication
C1 Not Met Clear & professional language conf 90%
Agent lost call control with repeated unanswered 'hello Dustin?' and long silences; failed to manage transitions or maintain momentum.
C2 Not Met Confirmed understanding conf 85%
Agent used technical terms like 'IPv4 default gateway' and 'command prompt' without confirming understanding or adapting to customer's level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and initiated paid support but did not fully own resolution—abandoned troubleshooting before completion.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or timeline were established after initiating command prompt; call stalled without follow-up plan.
O3 Partially Met Closure confirmation conf 80%
Agent acknowledged this was a repeat call but did not reference prior troubleshooting steps or findings from the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent failed to acknowledge customer frustration about repeat contact and unresolved issue; no empathetic statements made.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt tone or pacing despite customer's delayed responses and confusion; continued without checking comprehension.
X3 Not Met Overall experience conf 90%
Customer repeated information, provided payment details, and endured silence without progress—unnecessary effort with no outcome.
Call Transcript18 turns · 22 lines
Speaker 1
Hi, Raquel. I'm trying to figure out what's wrong with my modem because I've been trying to fix it. I try resetting it. It doesn't work. I try unplugging it. It doesn't work either. And it's just showing a deep blue for this entire time and nothing has been moving and nothing's been showing on the Wi-Fi on my phone or other devices. Uh a sure.
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. 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. Hi, thank you for calling. My name is Raquel and how may I assist you today? [silence] I see. Understand. If it's something to do with a router, surf or the actual hardware may have the serial number of r'ling sis that I can properly further check it
00:00
Speaker 1
[silence] You said the serial number number or the model number? Start. Okay, the model number is MR7350 MR [silence] and the serial number is 33C10M2902267. No, this is my second time because I called earlier and they said they will fix it and they didn't fix it. LEDE19@gmail.com. [silence] Destin Lee.
01:00
Speaker 2
may have both instead. Okay. All right, thank you. And is this your first time calling, Linzys? Got it. And it may have your email address registered here? All right, thank you. And may have your last I mean your first name to address you properly.
01:00
Speaker 1
E-S-T-I-N-L-E-E. Yeah. Yes, I guess it's supposed to be about 2 months? Um, I don't know. It's my roommate. He gave it to me, so I'd call him about that.
02:00
Speaker 2
All right, thank you. Thank you, Mat. And going back to your router since it's showing solid blue light, have you tried pressing the reset button at the back for like 30 seconds or 40 seconds and it's the same? Okay. It's the same. All right, and may I know how long you've been using your Linksys router? A month. Let me double check it here. Do you still have the receipt for your router? Like, where did you bought it? I see. I see. Got it. Because based on our record here, it's already out of warranty and just to set your expectation with we're out of warranty devices so possible that this this router has a what you call it hardware issue it's not resetting since it remains solid blue light and you've mentioned that it's not broadcasting its Wi-Fi signal you already tried power it off give it a few minutes or times and plug it back in and it's still the same and we can try recovering it we still have other work around that we can try and if you wish us to walk you through here over the phone and for out of warranty devices based on the system here we do have this paid support amounting to $15 it's a non-refundable technical support lasting for one hour it will cost you one five $15 if we're unable to determine like we're unable to fix the issue and determine your device defective no replacement or refund will be given would you like us to walk you through
02:00
Speaker 1
yes please yes please why is the internet cable I vote it like using Ethernet cable yes I've a PC and see if that works up up up
04:00
Speaker 2
Okay, um, just to check, do you have a computer that can connect wired using an Ethernet cable? Yes, a computer that can connect uh using Ethernet cable. Yes, do you have one there, a computer? Mhm. No worries.
04:00
Speaker 1
Okay, I'm on my PC now.
06:00
Speaker 2
is a computer that can connect wired. So that is right, correct? You have a computer that can connect wired using a cable. OK, here's the thing,since.
06:00
Speaker 1
Yes. D. e. S. T-R-O-D-E-X-T-E-N-G-E-R Grass I recited the English word "destiny," as there were no discernible non-English words, sentences, or languages. When you dial our number is 1-4 72-22. 70-00 20 19-0 five,
07:00
Speaker 2
Uh huh. Mhm. MmHmm. Okay. I want to make sure the first letter, is it P for Paul or is it T for Tom? Alright, thank you. And may have the card number? Mhm. Mhm. Mhm. Alright, and
09:00
Speaker 1
Is that it? Is that all you have? 4472-270-0590, 5054 0828 039 323 04 [silence]
10:00
Speaker 2
[KEEP_UNCERTAIN] [REDACTED_PAYMENT_DIGITS] OK. Let me check. Do you want to check do you want to repeat that because I'm not allowed to repeat here. B on my end. I'm sorry. Aha Aha. All right. Thank you and the month and year. And the security code. And lastly the billing zip code. All right. Let me place the order for this page support and you're going to receive the [silence]
10:00
Speaker 1
Okay. Windows. Okay. [silence]
11:00
Speaker 2
Just for a second. there it is. All right, the email has been sent and I'm going to resume the recording for our troubleshootings. All right. And to start with the 1-hour technical troubleshooting session and since you have a computer that is connected wired to the router, this computer is it running in Windows or Mac OS? All right, let's open settings on your computer first.
11:00
Speaker 1
Okay. Okay. Hold on. I'm trying to find it. [silence]
12:00
Speaker 2
and then go to network and internet. And then let's go to Ethernet connection. Do you have Ethernet connection there? And let's check if you are seeing their IPv4 address or IPv4 default gateway may have the numbers. Okay. Or let's open command prompt instead on your windows computer or CMD, candemy delta command prompt. and let me know once you have the command prompt open. . [silence] hello Dustin? are you still there? can you still hear me? hello Dustin? [silence] hello? [silence] make sure the volume on your phone is
12:00