V2 Rubric Detail — 3126e8a2-6c09-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 18:03
Duration
28m 7s
Contact
Matthew Morehead
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership3.57/5
EscalationN/A
Customer Exp1.79/5
Overall47.1% (+15.1)

V2 Grader Summary

The agent performed limited troubleshooting and failed to use essential tools like the router admin interface, but took ownership and initiated a path forward with replacement or refund. Escalation was not required as the agent pursued appropriate L1 resolution for a likely hardware fault. However, no functional fix was achieved, and customer effort was increased by redundant requests, resulting in a partial resolution.

V1 Case Analysis

Customer unable to get Ethernet connectivity; router shows steady blue LED, no IP address. Agent performed Mac network checks and non-standard power cycles without success. Concluded hardware fault without verification. Offered replacement (discontinued model) or pro-rated refund. No model serial, warranty status, or case number captured. Follow-up required to confirm next steps.

Troubleshooting Steps
  • Guided customer to open Mac System Settings > Network and locate the wired interface.
  • Asked customer to view IP address information for the Ethernet connection.
  • Performed repeated non-standard power-cycle steps (unplug/plug five times with 2-second intervals).
Key Observations
  • Agent failed to collect product serial number, warranty status, or case number, violating core protocol.
  • Power-cycle instructions (repeat five times) were non-standard and not supported by KB; correct procedure is a single 30-second power cycle.
  • No attempt to access the router's web interface (http://192.168.1.1 or http://myrouter.local) to verify LAN/DHCP settings, a critical missed step.
  • Agent prematurely concluded hardware fault without validating firmware, settings, or connectivity via alternate methods.
  • Communication was fragmented with long silences and lacked clear summarization of next steps or expectations.
Positive Highlights
  • Attempted to troubleshoot Ethernet connectivity using the customer's Mac interface.
  • Recognized the absence of a wired interface in network settings as a key symptom.
  • Offered a concrete next-step path (replacement or pro-rated refund) after concluding hardware fault.
  • Displayed empathy and maintained a calm tone despite technical dead ends.
Agent Errors / Gaps
  • Missing collection of product model (beyond partial name), serial number, and warranty status.
  • No warranty lookup or verification performed.
  • Provided non-standard and incorrect power-cycle procedure (repeated short cycles instead of one 30-second cycle).
  • Failed to attempt access to router admin interface at http://192.168.1.1 or http://myrouter.local to check DHCP or LAN settings.
  • Prematurely diagnosed hardware fault without completing basic troubleshooting per KB.
  • Poor call control with excessive silence and lack of clear step-by-step guidance.
  • Did not document or cite a case number, violating case management protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concludes the unit is faulty and offers only a replacement or refund, but no functional resolution is achieved; the router remains non-operational.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent guides customer to check Mac network settings and IP assignment, but skips essential troubleshooting like accessing the router UI, factory reset, or verifying power-cycle results.
R3 Partially Met Correct resolution path conf 91%
Agent recognizes a likely hardware fault and proposes a replacement or pro-rated refund, which aligns with out-of-warranty best-effort support; however, warranty status is not confirmed, and full troubleshooting (e.g., factory reset) was skipped.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identifies symptoms (no IP, steady blue LED) and asks about computer type and Ethernet adapter, but fails to ask about prior resets, admin access attempts, or firmware issues.
T2 Not Met Appropriate tools / resources used conf 97%
No use of tools such as remote session, router admin interface (192.168.1.1), or diagnostics despite clear need; troubleshooting relies solely on customer description.
T3 Met No misinformation conf 95%
All technical instructions (e.g., checking power adapter specs, navigating Mac System Settings) are accurate and consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintains basic control but lacks clear framing, transitions are disjointed, and the call drifts between troubleshooting, order details, and refund logistics without structure.
C2 Partially Met Confirmed understanding conf 87%
Agent uses appropriate terminology for a Mac user but does not confirm understanding or adjust for customer confusion about network interfaces.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case, commits to follow up with the team, and promises to contact the customer with next steps without transferring.
O2 Partially Met Proactive follow-through conf 90%
Agent mentions a 3–4 week lead time and possible refund, but provides no firm timeline or owner for follow-up; customer must wait passively.
O3 Partially Met Closure confirmation conf 88%
Agent asks for order confirmation but does not reference or acknowledge the prior support interaction the customer mentioned.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation occurred, and none was warranted — agent is handling a probable hardware fault within L1 scope by initiating internal review for replacement/refund.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted; agent is managing the case appropriately within available options.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent is polite and says 'I understand,' but does not explicitly acknowledge the customer’s frustration or repeated troubleshooting efforts.
X2 Partially Met Tone & rapport conf 84%
Agent maintains a steady pace but does not adapt tone or pacing to customer’s emotional state or confusion about network settings.
X3 Not Met Overall experience conf 94%
Customer is asked to locate order email, take screenshots, and repeat connection details — redundant steps that increase effort unnecessarily.
Call Transcript50 turns · 52 lines
Speaker 1
This is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. Yes, sir, this is Mark from Linksys. Okay, thank you for asking. So we're dealing with a router that's not resetting, sir, and it's LED just stays steady blue. And this is the only node you have? Okay. nyellow. And I think what's missing here is forced to connect a computer straight to that router, and then see if we can access its interface, and maybe it needs an update in its firmware.
00:00
Speaker 2
hey is this mark hey are you doing that's correct yes yep
00:00
Speaker 1
Don't have, doesn't have a, an Ethernet. Okay. That's okay. So connect the computer straight to it and then let's check first if it's getting an IP address. Uh-huh. [silence]
01:00
Speaker 2
Okay. I can't connect directly to it from my computer. It does, but it's not registering at all. That's the network that I'm able to connect to. It's not discoverable. Even being hardwired in. Okay. Okay. I mean, I can unplug it and then plug it back in. I just unplugged it from my computer and plug it back in.
01:00
Speaker 1
Well, yeah, is it powered on? it has that blue light. Or what's the... what's the behavior of the light? Okay. Yeah.
02:00
Speaker 2
Okay. What seems to be the problem?
02:00
Speaker 1
and so your computer is this a Windows computer or a Mac computer? MacBook Pro if you connect it to use the ethernet port one of the or hold on there's just two ports right MX 62 [silence]
03:00
Speaker 2
It's a MacBook Pro. Yeah. So [silence]
03:00
Speaker 1
Yes, like, so there's only two ports to the back of the router. [silence] Okay. Got it. [silence] Now let's try this. Let's go to the I think it's system preferences. This is Mac. Yeah. [silence]
04:00
Speaker 2
on the back of the router or my computer that's correct yes there's one from the Ethernet port going to my computer and then there's one from below that going to the ISP sp router so System Preferences. Okay, so System Settings maybe? [ silence ]
04:00
Speaker 1
go to or system settings [silence] and then [silence] look for network and then I think there's an advanced [silence] button that you can click. [silence] Didn't say advance. [silence]
05:00
Speaker 2
Okay. All right, I'm here. [silence] Okay. So, I see Wi-Fi, there's other services, and then there's add service, add VPN configuration, manage virtual interfaces, set service order or locations and otherwise it says other services and one of those is USB 10/100/1000 LAN.
05:00
Speaker 1
OK. I think here's what we wanted to do. So what we're trying to look for is the section where, it would show the wired interface of the computer. So, is there any option to, or any option there that would show us that, the wired interface? Uh, [silence]
07:00
Speaker 2
Thank you. What do you come to do? I would be the wife. Okay. Let me see. See the Wi-Fi. Can see. I feel like it's got to be the US.
07:00
Speaker 1
Okay. So, from what are you seeing, it's only Wi-Fi. There's doesn't say ethernet. Uh yeah. Yeah. So, then this connection to the modem. Uh I mean to the Linux router. Are you using a USB to Ethernet adapter?
08:00
Speaker 2
10 dash 100 dash 1000 L.
08:00
Speaker 1
okay, let's see so you see that as well, now when you click on it, does it show information like an IP address or router address? not getting any address okay, let's
09:00
Speaker 2
Let's see. It doesn't tell me... It says IP address but then it just says there's nothing there. It's not giving me an actual IP address -- It's essentially blank.
09:00
Speaker 1
[silence]
10:00
Speaker 2
Correct. Yeah, that's correct. Yes. Yeah, I've tried, I've tried that yesterday on the phone with one of the support, I guess, technicians, uh, I was on the phone with unplugged it from the actual router itself the modem she had me unplug it for two seconds and then leave it in for five and did that five times yeah [silence]
10:00
Speaker 1
yeah
12:00
Speaker 2
I got it August of 2024. I believe it was on the phone, um, uh, with, I think, direct direct from you guys. Direct from Lynx, this. Correct.
12:00
Speaker 1
do you still have the [speech overload] order details that was sent to you through email? And not just the order number. Maybe you could take a screenshot of the order details that was sent to you through email. All right.
13:00
Speaker 2
Um, so what do you need you need the order number? Would that help? Okay, let me see. Um, all right, so I have the order confirmation. Um, email. This is from 828 2020.
13:00
Speaker 1
Maybe you can take a screenshot of that you're showing the, what do you call this? The price you paid for the unit, the breakdown, then send it to a stream. I think the initial level 2 technician will claim this ticket sent to you in email. Did you receive that? If you have responded to that email with the screenshot.
14:00
Speaker 2
24 yeah Go ahead. That's alright. Let me. Let me just save this here. And then I got the email at customer support email from [silence]. Okay. Um, all right.
14:00
Speaker 1
it's from how low yeah that one slide and we to did just the screen shop I think I got something I
15:00
Speaker 2
um yesterday and then um then you would just pass it on to the technical uh technical escalations and is there anything like order or case number that I need to provide or anything I think that's part of the subject already okay sorry um sorry I what is that that's okay it's okay yeah thanks uh thank you bye
15:00
Speaker 1
6201...62...01...Try balance...All right. And...This is the right line. OK, now...Yeah, I just received it. Now I want to...Oh, I want to try that one more time, sir. The procedure where you have to unplug, then plug it back. Hold on. So...So...The power adapter of the linksys router. [silence]
16:00
Speaker 2
so a sense you uh, yeah, okay, so from the modem, from the wall, [silence] Ok. Ok. [silence] yeah [silence] So, from.
16:00
Speaker 1
So initially, it's plugged, right? Now, uh the sequences, you have to unplug it, wait two seconds, you plug it back, count five seconds. Then you unplug it again. Uh we'll repeat that step, steps five times. All right, let's go. So you unplug it. 1, 2. Plug it back. Okay. 1, 2, 3, 4, 5. Plug it. Unplug it. 1, 2. Plug it back. [silence]
17:00
Speaker 2
Okay. All right, I'm down here by the wall outlet. Just let me know when you're ready. Okay, I'm plugged. Okay. Okay. Okay. Okay. [silence]
17:00
Speaker 1
to unplug it plug it back unplug it plug it back unplug it then plug it back that's the last step And then what's uh behavior of the life? Okay. [silence]
18:00
Speaker 2
Okay? Okay. Okay. Okay. Okay. Okay. Okay. Are you? You have to. Uh, right now, and by all also. You are green now, right? Is it green in my eyes?
18:00
Speaker 1
We'll give it one more minute. Is the, what do they call this? The computer still wired to it? OK. Any changes to the Ethernet section? Does it have an IP address this time? OK. We'll check if the Wi-Fi, you created. [silence]
19:00
Speaker 2
Sure. Yes. No. Let me open it back up. No, nothing showing.
19:00
Speaker 1
This router is now being detected by your phone or this laptop.
20:00
Speaker 2
Okay. I'll give it a second to see if it pops up. Not that I can see. I don't
20:00
Speaker 1
from the wall outlet, and then on that power adapter, there's a sticker. It should tell you the input and then output rating of the adapter. And then tell me what's the input and output. Yeah, unplug it. [silence] Yes, sir. [...] 0.5
21:00
Speaker 2
all right. You know, you said unplug it. okay. It's um, you need both input and output. All right. It says input 100 to 240 volts, and then about 50 to 60 Hertz, and 1 amp. And then output is 12 volts and 2.5 amps. [silence]
21:00
Speaker 1
Okay, sir. Well, pretty much with the test that you did with the previous technician, and with the skull today, uh pretty much this unit is no longer responding the way it should be. [silence] Supposedly here we will provide a replacement. [silence] But unfortunately, this model is already discontinued, so that's why, uh we basically do not have any more available on hand. Only thing that we can provide to you, sir, [silence] is to order one for you. [silence] Right now we have a back order on this provider. So approximately three to [silence] four weeks of delivery, [silence] it is just a lead time. [silence] And I believe at least [silence] five to six months, we will receive the part. [silence] So to short, I highly recommend you to order for. [silence] And we will process it today, sir. [silence] So it will [silence] start arriving in your location, approximately [silence] three to four weeks, so after that you can book another appointment, [silence] and we will perform another appointment for installation on that one. [silence] What do you think about it, sir? it's already been discontinued, but I have to check if our, what do you call this, our warehouse has an update and see if we can provide one. If not, we'll provide something else instead. So, for now, for now, I'll discuss the ticket with the team and then ask for recommendations. Say,
22:00
Speaker 2
Okay. So, okay, so a few questions then. So, I guess, how long would it take for us to get the new router?
23:00
Speaker 1
Yeah, I understand. Well, as mentioned earlier, sir, we may not be able to provide a replacement. And we may end up providing a pro-rated refund instead. So I'll check it after we end this call. I'll check it with the team if there's one available. If not, then we'll proceed with something else like a refund.
24:00
Speaker 2
So not even like a similar model that's, I understand what you're saying about checking and I realize that that's the first thing that you guys need to do but even a similar model,
24:00
Speaker 1
Um, the problem right now we do is that most of the models are already discontinued. So, under cognitive mesh system, there are only two models. This one, the IM6200 and the MB7000. Now, both of these models were discontinued. And when we received calls regarding these models being defective, um, we end up providing a pro rated refund.
25:00
Speaker 2
to you that, that's not been discontinued, is that, would that be, like, the step two portion of it, before the refund, okay, okay.
25:00
Speaker 1
The pro rated refund minimizer is calculated by the days you've used the unit and its remaining warranty. So you cannot expect it to be the same amount you paid for the unit. And we'll calculate that as well after this call ends. I'll ask customer service.
26:00
Speaker 2
Okay. Would the prorated refund be the amount, the invoiced amount that's on the receipt? So the one total of $149.93? Okay. Okay.
26:00
Speaker 1
I'll call, I'll call, sir. If not, if my call is not answered, I'll send an email. The the yes sir. Alright sir, well that's all right sure, that's all we can do for now. Sure, not a problem. To your online sponsor. Goodbye for now.
27:00
Speaker 2
And I have one more question for you then would I should I expect a call? Or should I expect an email about kind of what's what's next? They'll call. Okay. Okay. And from this same number, right? The 800000, 37114. Okay. Okay. Um, well, I appreciate your help today and look forward to hearing from you soon. All right. Sounds great. Thanks, uh, appreciate it. All right. Have a good one. Bye. Bye.
27:00