V2 Rubric Detail — 1f901a3a-6c0b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 18:17
Duration
7m 28s
Contact
Jing Jin
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134098
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.5/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall74.7% (+4.7)

V2 Grader Summary

The agent correctly classified the MR20EC as out-of-warranty and followed appropriate OOW protocols by offering paid support and promising troubleshooting steps via email. However, the core issue—dual Wi-Fi networks after ISP upgrade—was not resolved or validated, resulting in a partial resolution. No critical failures occurred, and all applicable indicators were handled within policy.

V1 Case Analysis

Customer reports MR20EC router not working after Xfinity 2 Gbps upgrade, resulting in dual Wi-Fi networks. Agent confirmed device is out of warranty, advised full power-cycle (modem and router), offered paid Connect service ($15), and committed to sending an email with reset/re-configuration steps. No diagnostics (e.g., UI login, WAN status) were performed.

Troubleshooting Steps
  • Advised full power-cycle of modem and router (unplug, wait, reconnect modem first, then router).
  • Suggested re-configuration of the router after power-cycle.
Key Observations
  • Agent correctly identified the device as out-of-warranty and offered the appropriate paid-support option.
  • Troubleshooting was limited to a generic power-cycle without any diagnostic validation (e.g., checking WAN status, logging into router UI).
  • Agent misnamed the customer as 'Ms. Jane' instead of 'Jean' multiple times.
  • No verification was performed to determine if the issue was due to double NAT, bridge mode, or incorrect ISP settings (e.g., PPPoE).
  • The MR20EC has a 1 Gbps WAN port and cannot support 2 Gbps speeds without link aggregation, which it does not have. This was not communicated to the customer.
Positive Highlights
  • Collected model, serial number, name, email, and phone early in the call.
  • Clearly explained warranty status and the limitation on free support.
  • Offered a concrete next step (email with detailed instructions) and a paid-support alternative when the customer declined.
  • Followed a logical call flow: collected info, confirmed warranty, set expectations, offered solutions.
Agent Errors / Gaps
  • Repeatedly misnamed the customer as 'Ms. Jane' instead of 'Jean'.
  • Did not attempt to verify router connectivity (e.g., login to http://192.168.1.1, check WAN status, confirm IP assignment).
  • Provided only a generic reset step; no deeper diagnostics were performed despite the complexity of an ISP upgrade scenario.
  • Did not confirm whether the Xfinity gateway is in bridge mode or if IP passthrough is enabled, which is critical for proper router operation (per universal_isp_compatibility.md and universal_double_nat.md).
  • Did not inform the customer that the MR20EC's 1 Gbps WAN port cannot support 2 Gbps speeds, potentially leaving the customer with unrealistic expectations.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not confirm resolution of the duplicate Wi-Fi networks issue; only offered to email steps without verifying outcome.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested a power cycle but did not follow up to verify results or conduct further troubleshooting steps like checking router settings or ISP configuration.
R3 Met Correct resolution path conf 95%
Agent correctly identified the MR20EC as out-of-warranty/EOL and offered the paid-connect option and email support, aligning with policy for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent confirmed ISP and device model but did not ask targeted questions about current setup (e.g., bridge mode, PPPoE, WAN connection) to identify root cause of dual SSIDs.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were required; agent appropriately used KB knowledge (EOL status, paid support path) and did not skip necessary diagnostics given the OOW context.
T3 Met No misinformation conf 95%
All provided information (OOW status, power cycle sequence, paid support fee) is factually correct and consistent with Linksys policies.
Communication
C1 Met Clear & professional language conf 95%
Agent introduced themselves, set expectations about warranty status and next steps, and maintained control throughout the call.
C2 Met Confirmed understanding conf 95%
Agent used clear, non-technical language, confirmed customer details, and adapted to customer’s pace without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to sending follow-up email.
O2 Met Proactive follow-through conf 95%
Agent clearly stated next step (email with troubleshooting steps) and provided a realistic timeline ('at least five minutes').
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted; issue was within scope of standard OOW support path.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite but did not explicitly acknowledge customer frustration or the inconvenience of having two Wi-Fi networks.
X2 Met Tone & rapport conf 95%
Agent maintained a calm, professional tone and matched the customer’s communication style and pace.
X3 Met Overall experience conf 95%
Agent reduced customer effort by offering to send an email with steps instead of requiring real-time execution.
Call Transcript14 turns · 15 lines
Speaker 1
**Hello. [silence]** Hi, so I have a question. I have your product for several years, it's working great and I just upgraded my Internet with Xfinity for the two gigabit and I don't know why my old
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 one now. For out of warranty products, paid support may be available. Please have your device's serial number. Thanks for calling. Hi, hello. Thanks for calling Linksys technical support. My name is Dylan. How can I help you today? Uh-huh. Mhm.
00:00
Speaker 1
When I got my router duty still shows up, old one still works, yeah. That's a weird thing. Because, now I have two different to name WIFIs in my house, yeah.
01:00
Speaker 2
so technically, ma'am, you upgraded your internet service providers. Um, speed. I mean, okay. And uh, after you changed your modem, your router isn't working anymore. So you got two different networks. Let's see. Okay, so let me just run some verifications with you first, ma'am and create a record here in order for me to proceed through [silence]
01:00
Speaker 1
First name, Jean, J-I-N-G and last name, Jean. Yes. E-N-G. Yes. Correct.
02:00
Speaker 2
Jin Jin. Okay, got it. Let me just repeat that one. jingjin0816 at hotmail.com Okay, and then your email address that's 4159901853 All right. Silights]
02:00
Speaker 1
Yeah, I don't know if I still need router then. The model number is MR20EC, serial number 50U100M16C02614.
03:00
Speaker 2
Okay. mm-hm. Let me just, let me just repeat that one, ma'am. It's 50u 10m 16C 02614. All right. Thank you so much for that one. [silence]
03:00
Speaker 1
I think over two years.
04:00
Speaker 2
Okay. So, let me just input all this information on your record. And may I also know who's your internet service provider? [silence] Xfinity. All right. Thank you so much for that. Just to confirm with you, [silence] Ms. [silence] Jiang, how long have you been using this MR20EC? About two years. Okay, let me just check this one here. And just to set your expectations, Ms. [silence] Jiang, the Linksys router that you have right now is actually already [silence] part of our end-of-life devices, which means we no longer manufacture this one and [silence]
04:00
Speaker 1
Yes? Yeah? Yeah, I tried to reset, but it didn't work. Uh, yeah, the reset to the router, right? I don't need to worry about the mold. Should I just disconnect it from the power and also the Internet thing?
05:00
Speaker 2
so technically you may really encounter some issue with it. But, because your main issue is that after upgrading your modem or your internet connectivity you might need to Reset your router and setup it up again from scratch. Basically you may need to reconfigure your router. How did you perform the reset? No uh, how did uh, well you can try Try that one first. You can perform a sequence reboot on your network. So you just have to like unplug both your modem and your router from the power source and then plug it back in starting with your modem first. Wait for your modem to stabilize before you plug in back your router. Okay. And just to let you know, Ms. Jane, the router that you have right now is actually already out of warranty. So unfortunately, for out of warranty device that we no longer provide a free troubleshooting assistance over the phone. However, we do have an ongoing support through our paid connect service for a one-time fee of $15, which you might want to consider. But if you don't want to opt-in with the paid connect service, I can send you an email with the troubleshooting steps.
05:00
Speaker 1
Yeah, please send me that email then. Thank you so much for your time. Okay, thanks. You too.
07:00
Speaker 2
that you can perform in order for you to reconfigure your router. All right, thank you so much for your understanding, and I will be sending it to you right after this call. Just give me at least five minutes. All right. You're very much welcome, Ms. jinh. Have a great day. Take care. Bye for now.
07:00