V2 Rubric Detail — 1b9a86aa-605c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 21:26
Duration
6m 31s
Contact
Derek White
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00132321
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR6350_Device Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall50.4% (-7.6)

V2 Grader Summary

The agent accurately conveyed factory reset necessity and out-of-warranty options but failed to conduct any meaningful diagnostics or use available tools before recommending reset. While ownership and communication were maintained, the lack of troubleshooting progression left the issue unresolved, resulting in a failure to meet core technical and resolution expectations.

V1 Case Analysis

MR6350 not obtaining internet when connected to Spectrum modem; advised factory reset and emailed instructions. No WAN-side diagnostics performed.

Troubleshooting Steps
  • Confirmed product model (MR6350)
  • Collected customer contact information
  • Advised power-cycling modem and router
  • Recommended factory reset before re-setup
Key Observations
  • Agent introduced paid support offer before any diagnostic steps were taken ([05:00]), which violates protocol for out-of-warranty support pathing.
  • No attempt to verify modem configuration (bridge mode, PPPoE) or physical link status (WAN LED) despite being critical for Spectrum setups.
  • Customer provided email phonetically ('DSR White 23 at Gmail') and agent confirmed it correctly, showing effective data capture ([06:00]).
  • Call ended without confirming understanding or resolution, leaving customer to self-diagnose.
Positive Highlights
  • Correctly identified the router model (MR6350) from customer input ([01:00]).
  • Accurately advised that a factory reset is required when moving a router to a new network environment ([04:00]).
  • Successfully captured customer email address despite phonetic delivery ([06:00]).
  • Provided correct technical guidance by offering to email factory-reset instructions for free after explaining paid support option.
Agent Errors / Gaps
  • Did not collect serial number despite prompting in initial IVR and agent request ([01:00]), creating a protocol gap.
  • Failed to verify modem bridge mode or PPPoE requirements for Spectrum, a known common issue ([02:00]-[03:00]).
  • Did not check WAN LED status or link negotiation between modem and router.
  • Prematurely offered paid support before performing basic troubleshooting ([05:00]).
  • Ended call without confirming the customer understood next steps or that the issue was resolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent only offered to send factory-reset instructions; the router still had no internet and no resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic steps were performed (e.g., checking cable integrity, power-cycling modem, verifying WAN status) before jumping to factory reset.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the device was out of warranty and offered a paid support option, but failed to provide best-effort troubleshooting (e.g., checking bridge mode, ISP requirements) before suggesting reset.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask targeted diagnostic questions (e.g., 'Is the modem in bridge mode?', 'Did you test direct connection to modem?') or follow a logical sequence to isolate the issue.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used (e.g., remote access, router status check, speed test) to verify WAN connectivity or modem configuration despite the need for evidence-based diagnosis.
T3 Met No misinformation conf 98%
Information about factory reset necessity when changing networks, out-of-warranty status, and paid support option was accurate per KB guidelines.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent initiated the call and provided a next step (email instructions), but did not set expectations for troubleshooting or explain why reset was needed.
C2 Met Confirmed understanding conf 93%
Agent used simple language, confirmed email address, and avoided technical jargon, adapting to customer’s communication level.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent retained ownership by offering to send instructions and did not transfer the call despite OOW status.
O2 Met Proactive follow-through conf 94%
Agent clearly stated: 'I'll create the email and I'll send it after the call,' establishing a specific next step.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue type and agent’s attempt to assist.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite and thanked the customer but did not acknowledge frustration or effort spent troubleshooting with Spectrum.
X2 Met Tone & rapport conf 92%
Agent maintained a calm, steady pace, repeated key information (email), and kept the interaction moving forward.
X3 Met Overall experience conf 94%
Agent avoided making the customer repeat model/serial number and offered to email instructions, reducing customer effort.
Call Transcript14 turns · 14 lines
Speaker 1
[silence] Yes, it is. Derek White.
00:00
Speaker 2
Welcome 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 available depending on your issue. To hear more about press 1 now. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hello, thank you for calling Linksys. My name is Beth. Is this your first time calling? You may have your first and last name.
00:00
Speaker 1
DSR White 23 at Gmail 727 543 5379. You are on my desktop. Just the one. No. That number is 34 AND 10M 28B 00 860. The model number. Is where is the model number? MR 6350.
01:00
Speaker 2
May I have your current email address? and also your current phone number? All right, and how many link systems device do you have? May I have the serial number please? and the model number? [silence]
01:00
Speaker 1
spectrum, I was trying to connect this router to my spectrum modem, but it is not recognizing the router, not allowing it to have any internet access. And they asked me to give you guys a call, this was I brought this from my office. Um, it it's working. Um, so to connect it directly to the modem from spectrum, it's not working. But if I connect it to
02:00
Speaker 2
all right, thank you. and who is your internet service provider? Okay. All right, how may I help you with this Linksys router? Is this the first time that your, uh, I see, is this the first time to install this one or was this working before? Mm, okay. Sorry, I couldn't find a good match.
02:00
Speaker 1
to the spectrums wireless modem, then it works perfectly, but it just will not connect with the modem to the router. It has to be connected from the router spectrums router to the router. Yes ma'am. I disconnected the ethernet cable to spectrums modem that says internet. I connected it to the router that says internet. And we powered it uh both down, let them both cycle and it would not turn blue to activate the wireless router.
03:00
Speaker 2
Okay, you have a Spectrum modem plus a Spectrum router. Okay, and how did you try to install this link sys? You did you just uh connect it with a cable wire,
03:00
Speaker 1
So she asked me to see if it was configured differently, because she said sometimes they are configured in a way to where it will not allow it to operate, uh, connect it directly to their modem. Okay. Okay. So. Okay. So you said I need to do a factory.
04:00
Speaker 2
[silence] if this was previously reconfigured, definitely you have to factory reset the Linksys router. Even though, for example, they have the same ISP but this is a this is not the same modem or router, where you connect your Linksys, you have to really, to do a factory reset and have to install the reconfiguration all over again. Now, this is not a plug and play router, that's why factory reset is necessary. So, um, it's not that if you connect your Linksys router, you should wait until it turns to blue. It's not, how, it's not, it does not work like that. [silence]
04:00
Speaker 1
I forgot what like. Okay. Perfect. Send me the instructions to do the factory reset. [silence]
05:00
Speaker 2
Yes, every time, for example, if you're going to connect the Linksys router to a different modem, if you have to set it up on a different modem or a different router from the internet provider, it should be factory reset before you start the reinstallation. Now, um, yeah, I think that's that is the missing part. Uh, your Linksys device here just to inform you, Kay, that this device is already out of warranty. So, any assistance over the phone is no longer free at this point. If you need help over the phone, you can pay for $15 for the paid service. That's one time and nonrefundable support. Or, um, I can send you the instructions to your email address for free. Okay? All right. I'll give you the instructions to factory reset. And
05:00
Speaker 1
Okay. Okay. Gmail. Okay. Thank you so much. No problem. Bye-bye.
06:00
Speaker 2
[KEEP_UNCERTAIN] How to do the AC installation? That really complicated. All right. Yeah, um, just to confirm, what is the best email to send these instructions. Okay. All right. It's just the same. All right. Okay, I'll create the email and I'll send it after the call. You're welcome. Thank you so much, um, as well for your time. Okay, bye bye.
06:00