V2 Rubric Detail — 2fd0a4ec-6ab6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 01:36
Duration
28m 11s
Contact
David Somar
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133859
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300 v1.1_No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
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 out-of-warranty status and offered documented support options, but did not perform meaningful troubleshooting or restore connectivity. While technically accurate and appropriately procedural, the lack of deeper diagnostic engagement and empathy resulted in an unresolved case. Ownership was partially demonstrated but not fully sustained.

V1 Case Analysis

Customer reports MR8300 no internet (LEDs blue→red, reset ineffective). Agent collected model/serial, stated out-of-warranty, offered AI tool, email video, or $15 paid support, and provided ticket LTS00133859. No troubleshooting performed; issue unresolved.

Troubleshooting Steps
  • Collected device model, serial number, phone number, and email
  • Asked about ISP and suggested connecting a computer directly to the modem
Key Observations
  • Agent failed to perform any concrete troubleshooting (e.g., power-cycle modem, check WAN status, verify firmware)
  • Provided an incorrect support URL: 'support.linksis.com' instead of 'support.linksys.com' (KB violation)
  • Declared warranty status without verification or lookup
  • Long silences and minimal empathy throughout the call
  • Did not confirm whether the customer understood or could perform the suggested modem test
Positive Highlights
  • Accurately captured the correct model number (MR8300) and serial number
  • Collected the customer's phone number and email correctly
  • Provided a valid ticket number (LTS00133859) for future reference
Agent Errors / Gaps
  • Failed to execute basic connectivity troubleshooting steps
  • Provided an incorrect support website URL (support.linksis.com)
  • Declared the router out of warranty without verification
  • Did not guide the customer through the suggested modem direct connection test
  • Poor communication — long silences, lack of empathy, and unclear instructions

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the internet connectivity issue; only offered paid support and a ticket number without restoring service.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent suggested testing internet directly at the modem, which is a valid first step, but did not proceed with any router-specific troubleshooting like checking cables, reset procedure, or admin access.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty and offered the appropriate support paths: AI tool, setup video, and paid connect service.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (LED flickering red/blue) and asked about ISP, suggesting a direct modem test—logical first step—but did not pursue deeper diagnostics like WAN connection status or factory reset.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent did not use remote tools or request login to the router UI, but for an out-of-warranty call, directing customer to self-help resources (AI, video) is an accepted alternative when direct troubleshooting is not offered.
T3 Met No misinformation conf 95%
Information provided about warranty status and support options was factually accurate and aligned with documented policies.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but failed to set clear expectations about next steps or structure the interaction beyond presenting options.
C2 Met Confirmed understanding conf 90%
Agent used plain language and avoided technical jargon, adapting to the customer’s level when explaining options.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent took initial ownership by gathering info and offering options, but transferred responsibility to paid support instead of attempting resolution, which is acceptable for OOW but suboptimal.
O2 Partially Met Proactive follow-through conf 80%
Provided a ticket number and outlined available options, but did not specify timelines or confirm follow-up actions, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the out-of-warranty context and available self-help options.
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 85%
Agent remained professional but did not explicitly acknowledge customer frustration or express empathy for the ongoing outage.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace but did not adjust for customer confusion or repeated interruptions, missing opportunities to confirm understanding.
X3 Partially Met Overall experience conf 75%
Customer had to repeat contact details, but agent did capture them efficiently; directing to self-help reduces effort compared to requiring in-person service.
Call Transcript31 turns · 31 lines
Speaker 2
welcome to LincSis 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.links favhoost.com. Please have your device's 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 your service options, press 2. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device's serial number ready. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support.
00:00
Speaker 1
it's not
01:00
Speaker 2
thank you for calling Lynx this is Kailey, how may I help you?
14:00
Speaker 1
name is um Omari you have a lifewire or a Wi-Fi box here on which has not been working for like the past like 48 hours, I just wanted to write an assignment me could help me. yes yes I you can you hear me now okay all right perfect. this it sound better than before? yes yes um so the model number is M R 8, 3, 0 0 V 1.1.
15:00
Speaker 2
[Silence] Could you be using the speaker mode on your phone because the line is not clear, it's breaking up yeah right so you're having problem with the internet connection yes, so your main concern right now is no internet connection using the lynx router okay may i know the model number and serial number of that router How about the serial number?
15:00
Speaker 1
The serial number is two nine V as in Verity one, one M as in Miriyum two two, C as in Cat zero three, six four nine. [silence] would ensure would make it better. [silence] Omar will. [silence] [silence] Oh, sorry. [silence] Right here. [silence] would it say to set up Wi-Fi? It just
16:00
Speaker 2
Okay, let me just check if I got the correct uh serial number. That's two nine, V for victor, 1 1 M for Mary, and then two, two C for Charlie. And then 0 3 6 4 9. Okay. All right and who's your internet provider? Your internet provider. Um your internet service provider, sir?
16:00
Speaker 1
I would say it would be, I live in Rosemount, Minnesota. So I'm not sure. I believe, give me one sec. Sorry, I'm just trying to, I apologize.
17:00
Speaker 2
I don't, uh, subscribe with the internet. [silence]
17:00
Speaker 1
Yes, um, I'm just trying to find the right provider that's under, I don't know, on the top of my head. I apologize, give me one sec. I'm going to ask my brother who probably knows what it is. I spectrum, or I'm going to have my mom look through her phone.
18:00
Speaker 2
All right, can I have also your phone number? Hello? Okay.
18:00
Speaker 1
don't four let me see no what is it called um she's the provider not the license um please hold on and cold I can you give me one sec I'm gonna call um my dad who knows uh what is that called the the what is that called provider is that okay nine five two four eight six two zero oh one seven three zero
19:00
Speaker 2
Okay, but let me just complete your record. Can I have your phone number?
19:00
Speaker 1
Sorry. 952-2001730 Omar W a w you Mar at hotmail.com. Hello.
20:00
Speaker 2
952486 and then and then how about your first name and last name omar and can you spell it your last name and how about your email address again that's um omar right your email yes your email and that is om for Mary a for Apple r for Robert
20:00
Speaker 1
Yeah Yep. Uh Yes, it keeps, it goes flickers from blue to being solid red. Yes. And we tried to take it off and wait for like 10 seconds and do the reset and everything, but it hasn't been seem to work at all. I think it might be a spectrum.
21:00
Speaker 2
Okay, 22 at AW--- O Watson, 22 AWI at hotmail.com, right? And again, your main concern right now is you lost internet connection using the MR 8300, okay. Oh, my. Okay. From blue to red, correct? Okay. Have you called Yes, but again, who is the internet service provider? Have you called spectrum and verified the internet connection from them from the modem? Thank you.
21:00
Speaker 1
Okay. mm-mm, we haven't done that. No, we haven't done that yet. So what it'd be best to call our provider for our Wi-Fi to see if they'd know? Is it any computer or oh, okay. I have an Apple computer but there's no wire that can connect it. [silence]
22:00
Speaker 2
like have you tried connecting the computer straight to your cable modem? Because the ring switch router is independent from the cable modem. Did you verify? You can actually connect you can actually connect a computer directly to the modem without the links router to check if the internet works fine from your modem. Yes, any computer, as long as you can wire it to the modem.
22:00
Speaker 1
Disney TV directly connected it or do you just connect it through the computer where I can click something? Yes, there's two wires, there's a black one and there's a blue one, and I believe it's behind a wall that I can't see what's behind it. Like, I can't move it at all to see if where it connects. Yes.
23:00
Speaker 2
[silence] like maybe a laptop much easier. You can connect it to your modem without twelfths like right now there's a cable from your modem going to the links[silence] right? That blue one, where is the other end of that cable? Okay. The black cable, the black [noise] the black cable is connected to the um wall, right? That's the[noise] power. Okay. You can unplug the blue cable and connect it directly to your computer. The
23:00
Speaker 1
Oh, where it's okay, because on the box it has the internet section. We don't have a laptop, that's the only problem. I can connect to this. [silence] [silence] [silence] [silence]
24:00
Speaker 2
Okay. Uh, okay, I see. Right on that's fine. I'm not gonna do that. But I have some questions on your setting on the modem okay, so yeah. I mean, in this case, actually, we can actually just do the troubleshooting on your router. Even if there's no internet connection, without checking the internet. But before we can, uh, do any or start any troubleshooting on your linksys router, we'll let me just inform you about the of your router, your router is already out of warranty, okay? And complimentary phone support is no longer available.
24:00
Speaker 1
Mm-hmm. [silence] Mm-hmm. Mm-hmm. [silence] Do I have to pick one of those options to proceed to fix the Internet?
25:00
Speaker 2
And for us to proceed with the troubleshooting, you can select options for out of warranty. The first option is you can take advantage of our AI tool that can be found on our website and that is support.Linksys.com. Our second option is I can send you an email, with a link to a video that you can follow on how to set up the internet on this MR8300. And our third option, this is our paid connect service, a one time non-refundable technical support that will last up to 60 minutes of troubleshooting and it will cost you 15. If you find out that the device is defective, there will be no refund or replacement. So which options would you like to proceed? Yes. Yes?
25:00
Speaker 1
All right. I'm gonna do you mind staying on hold this me until I get ahold of um what is it called my dad who might know? Okay, I'm ready for the ticket number. LTS zero zero. Mm-hmm
26:00
Speaker 2
Okay. So you can I'll just give you a ticket number., okay? If you decided to avail our paid connect service., okay? You may give us a call. And then just provide this ticket number, we'll save your record in this ticket number. But you also need to verify your internet connection from your internet provider., okay? Okay. Your ticket number that's L. TS 00 yeah, that's Larry Tango Sugar 00133.
26:00
Speaker 1
1 3 3 8 5 9 so it is L T S 0 0 1 3 3 8 5 9 okay is that [silence] oh sorry you were saying [silence]
27:00
Speaker 2
then 3859. Okay. Let's hit your ticket number. And again, okay. Go ahead. Okay. If you, um, want to, uh, take advantage of our AI tool that can also give you instructions. Oh, Now to set up this 80, 8300, you can just access support.linksys.com. Okay? Alright. So is there anything you
27:00
Speaker 1
No, that's all. Thank you.
28:00
Speaker 2
Okay, so thank you for calling Linksys. This is Carla. Goodbye for now. [silence]
28:00