V2 Rubric Detail — 23e2595e-6468-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-10 01:03
Duration
7m 9s
Contact
Russell Forga
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132875
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR20MS_Initial Setup of the router

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall56.2% (+0.2)

V2 Grader Summary

The agent correctly identified the solid red LED as indicating no internet and advised checking the modem connection, which aligns with KB guidance. However, no verification steps were completed, no follow-up was scheduled, and the call ended prematurely without ensuring progress, leaving the issue unresolved. While technically accurate and minimally adaptive, the interaction lacked full ownership, empathy, and comprehensive troubleshooting.

V1 Case Analysis

Customer unable to get internet on new MR20MS router; solid red LED. Agent advised checking modem internet connectivity but did not perform standard WAN isolation steps. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and model (MR20MS).
  • Identified solid red LED as lack of WAN connection.
  • Advised customer to verify modem internet connectivity.
Key Observations
  • Agent misidentified the router model as 'MX20ge' (not a valid Linksys model) at [05:00], contradicting the customer's correct model (MR20MS).
  • Agent correctly interpreted solid red LED as no WAN connection per KB (ax_maxstream_wifi_connectivity.md).
  • Agent did not follow KB-recommended WAN isolation steps: no power cycle of modem/router, no WAN LED check, no direct PC test to confirm modem internet.
  • No verification of physical cabling or port usage between modem and router.
  • Call ended without confirming whether the modem had internet, despite customer stating they couldn't check via Xfinity app due to lack of internet [05:00].
Positive Highlights
  • Collected serial number and model number early in the call [01:00–03:00].
  • Correctly interpreted solid red LED as no WAN/internet connection per KB.
  • Provided a clear next-step suggestion to verify modem internet connectivity.
Agent Errors / Gaps
  • Misidentified product model as 'MX20ge' (invalid model) at [05:00], creating confusion.
  • Failed to perform standard WAN isolation steps per KB (ax_maxstream_wifi_connectivity.md): no power cycle, no WAN LED check, no direct PC test.
  • Did not confirm physical setup (cable integrity, port usage) between modem and router.
  • Ended call without verifying root cause (modem internet) despite customer's inability to check via Xfinity app.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ended the call without resolving the issue or confirming the modem works; no resolution path was completed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the solid red LED and correctly linked it to no internet, advising to check the modem—this is a relevant diagnostic step, though no further structured troubleshooting (e.g., direct modem test) was pursued.
R3 Met Correct resolution path conf 95%
Agent correctly assessed that the router depends on modem connectivity and advised verifying the modem first, aligning with proper support path for setup issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (solid red LED) and inferred no internet from modem, which is logical; however, did not confirm via direct test or ask if customer tried bypassing router.
T2 Partially Met Appropriate tools / resources used conf 80%
No remote tools or speed tests were used, but agent relied on correct interpretation of LED status (per KB) which is an accepted diagnostic indicator; thus, used available evidence appropriately even if not all tools were leveraged.
T3 Met No misinformation conf 98%
Agent correctly stated that a Linksys router won’t work without a working modem and that solid red means no internet—both are factually accurate per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gathered model/serial and ISP info, maintained basic control, but failed to set expectations or frame next steps clearly before closing the call.
C2 Met Confirmed understanding conf 90%
Agent used simple language, repeated back information for clarity, and avoided technical jargon, adapting to customer’s level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent did not transfer or avoid responsibility, but also did not commit to follow-up or take ownership beyond ending the call—advised customer to call back, showing limited ownership.
O2 Partially Met Proactive follow-through conf 90%
Agent provided a next step (verify modem works), but no timeline, callback commitment, or plan for re-engagement was established.
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 at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but offered no acknowledgment of customer frustration or difficulty; minimal empathy shown, though remained professional.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace and kept the customer engaged enough to provide details, but did not adjust tone or check understanding beyond repetition.
X3 Partially Met Overall experience conf 75%
Customer had to repeat model/serial info, but agent did guide them to find it; effort was reduced by accepting box info instead of demanding device lookup.
Call Transcript14 turns · 15 lines
Speaker 1
Hi. Yeah. I recently purchased a Linksys router, and I have my modem as well. And I've tried to set it upI plugged it in, and it works great when it comes to the internet. But I just plug it into my, you know, cable modem. And, you know, what I have from there is an ethernet cable. I can plug in and get a full gigabyte connection. But it's a new router, of course, so I took the first part off. And I tried to use the ethernet cable, but I'm having a little bit of issue. And I've tried switching it out. It doesn't seem to be the wiring or anything. But I can't seem to get any sort of internet reception. Well, actually, the internet is connected. It's just not giving itself to the device. How come? I'm at quite a loss. I've not been through too much trying to do this myself. I haven't been entirely successful. [silence]
00:00
Speaker 2
Welcome to links is support to ensure quality service, your call may be monitoring for in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.links dot com. Please have your device serial number ready, for assistance press 1 now. For out of warranty products, paid support may be available. Depending, 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. Thank you for calling links is is Karl. Lomi. How may I help you? Okay.
00:00
Speaker 1
a couple times getting it set up and it doesn't seem to be working. I get pretty far in the process and then it just says like it's out of reach and I know that's not true. So I just need some help getting it set up. Okay, I should have it available too, if you need me to. Or I think my husband has it. Okay. No, it's it's it's a it's a yeah, this is the first time. I've I've I mean I've tried a couple times but it hasn't worked. So, and I've never had it connected before. Okay. Yes. Um I have the box with me. Remember I'm so sorry, remind me is the serial number underneath um it's it's it's the S/N. Okay, thank you. Sorry. It's uh 5083293247965. Okay.
01:00
Speaker 2
Okay. Okay. So, this is the first time that you're going to set up the router or this was working before you just trying to, um, first time? Uh-huh. Okay. Before, before we, um, continue, let me just create a record. Can you have the model number and serial number of your links router? Yes.
01:00
Speaker 1
[silence] The model number, let's see. It's Wi-Fi [silence]. Where on the box would I see the model number? I'm sorry.
02:00
Speaker 2
Okay, let me check if I got it correctly. That's 50. U for umbrella, 10 M for Mary. 15 D for David. 01915. Okay, and what's the model number of this router sir. Um, it's stated there like, torso model number, like above the serial number. Or you can check it on, do they have the product sir, the model or the device itself?
02:00
Speaker 1
yeah um let's see I have the it's the WPS I have the serial number which you have as a MAC address recovery key password name oh I found it yes the model number it's M R M as in Mary R as in Russell 20 M as in Mary and S as in yeah um my internet provider is Xfinity yeah uh 651 785 7914
03:00
Speaker 2
Okay. Then check it at the bottom. That is right. Okay. All right. Who's your internet provider? Okay. All right. Can I have also your phone number? And how about your first name
03:00
Speaker 1
yeah it'll be russell R-U-S-S-E-L-L and forga F-O-R-G-A uh F for Freddy it's R-J-S as in Freddy oh our 05 at outlook.com correct
04:00
Speaker 2
Is is Freddy? Freddy? Okay. The this lines is water's letter the internet connection from the expenity modem is working fine. Right right.
04:00
Speaker 1
Um, I haven't tried because the Xfinity app is saying I need Internet to open the app. Um, and so I don't have the the Xfinity side of it figured out yet. I see. So I should get the modem set up first and then the router. That might that might be it. Okay. You know what? I'm going to I'm going to figure that out. Um, from the link it's giving me a
05:00
Speaker 2
Okay, because, um, the router, the MX20ge MSDelamer, 20 Mr. 20 MS, this trailer is like dependent from the connection from the modem. So, um, before setting it up, the rattooth sir being the connection from the modem, the internet connection from the modem should be working. Yes. Yes, sir. That would be the. What's the light on the, uh, uh, hmm. What's the colorthe light on the router, sir?
05:00
Speaker 1
Ah, a lot of colors, but right now it's a solid red, which makes sense. Okay, thank you. I'm going to get that figured out. I think you answered my big question. So thank you so much. If I have more problems, I'll give this number a call again. Beautiful. Thank you so much.
06:00
Speaker 2
yes okay so again before setting up the MR 20 MSR we need to make sure that the modem is working make like if you are going to connect a computer to the modem the internet is working then after that then that's the time that time to set up the router because if there's no internet connection from the modem the link sys router still won't work because it's just depending the connection from the modem okay yes no problem just give us a call just provide your phone number I traced record for you here okay you're welcome so thank you for uh calling link sister um you may also check our website that supports You too. You too. So have a great day. Goodbye.
06:00