V2 Rubric Detail — 3a49e23a-669c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 20:21
Duration
9m 6s
Contact
No Name
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133302
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent falsely claimed they 'could not provide troubleshooting over the phone' for an out-of-warranty device, which violates the OOW best-effort standard requiring real troubleshooting attempts (firmware, reset, config check). This is a policy evasion, not a legitimate limitation.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical0.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting despite a diagnosable symptom (solid red + blinking yellow LED), incorrectly claimed inability to assist over the phone, and defaulted to a paid service offer. While ownership and communication were strong, the lack of technical engagement and factual inaccuracy in guidance constitutes avoidance, triggering an auto-zero. The issue remains unresolved.

V1 Case Analysis

MR8300 (J10C68901625) showing solid red, blinking yellow, steady green LEDs. Out of warranty. Confirmed WAN cable in yellow port. No troubleshooting performed. Offered paid support or email instructions. Customer provided email: ffsancheztheesahfz. No resolution confirmed.

Troubleshooting Steps
  • Verified WAN cable is plugged into the yellow-labeled internet port
  • Confirmed cables are tightly connected
Key Observations
  • Agent correctly identified warranty status and product model/serial despite initial background noise.
  • No technical troubleshooting was performed despite clear red LED indicating WAN issue (KB reference: ax_maxstream_wifi_connectivity.md).
  • Agent offered paid support before attempting any free diagnostic steps, violating support path expectations for out-of-warranty devices.
  • Customer provided email address but agent did not confirm content to be sent or provide immediate KB/article references.
  • Solid red LED on MR8300 indicates no internet connection (KB reference: ax_maxstream_wifi_connectivity.md). Blinking yellow indicates WPS failure or weak signal, but context suggests WAN issue. Steady green on WAN port LED indicates active link, but router LED state suggests no IP assignment.
Positive Highlights
  • Accurately collected model number (MR8300) and serial number (J10C68901625) despite background noise and customer difficulty.
  • Correctly identified and communicated warranty expiration date with high confidence.
  • Maintained professional tone and did not interrupt the customer, allowing them to describe symptoms fully.
  • Offered a non-coercive choice between paid support and self-help email, aligning with policy for out-of-warranty devices.
  • Captured customer email address when offered, creating a path for follow-up communication.
Agent Errors / Gaps
  • Failed to perform basic WAN diagnostics per KB (e.g., check admin page at http://192.168.1.1 for WAN status, power-cycle sequence, factory reset).
  • Offered paid support without first providing any free, safe troubleshooting steps (e.g., reboot sequence, admin login, firmware check).
  • Did not provide any immediate self-help guidance, KB article, or actionable step the customer could try independently (KB reference: ax_maxstream_wifi_connectivity.md, universal_isp_modem_diagnostics.md).
  • Did not confirm or document what email content would be sent, risking customer expectation mismatch.
  • Missed opportunity to guide customer to support.linksys.com or Linksys AI agent with specific article references (e.g., LED troubleshooting for MR8300).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any troubleshooting; instead, stated they could not help over the phone and offered only a paid session or email instructions.
R2 Not Met Diagnostic thoroughness conf 96%
Only asked about cable connection and light status; skipped essential steps like power cycling, checking firmware, or interpreting LED meanings per KB guidance.
R3 Met Correct resolution path conf 94%
Correctly identified device as out-of-warranty (MR8300, EOL in 2021) and offered appropriate paths: paid support or self-help email, aligning with OOW policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process followed — asked two surface questions but failed to analyze symptom (solid red + blinking yellow LED) or pursue root cause.
T2 Not Met Appropriate tools / resources used conf 92%
Did not use any tools (e.g., remote session, router UI access, or even basic LED interpretation from KB) despite the issue being diagnosable with standard resources.
T3 Not Met No misinformation conf 97%
Agent claimed they 'could not provide troubleshooting over the phone' — this is factually incorrect per Linksys policy; OOW devices still receive best-effort troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 91%
Maintained call control and gathered basic info, but failed to set expectations about what can/cannot be done for OOW devices or explain next steps clearly.
C2 Met Confirmed understanding conf 95%
Used simple language, repeated confirmations, and adapted tone to customer’s pace without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Took ownership by staying on the call, offering solutions, and not transferring or abandoning the customer.
O2 Met Proactive follow-through conf 96%
Clearly stated they would send step-by-step instructions via email and asked for the customer’s email address — a defined next step.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was OOW and agent offered valid resolution paths.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Repeatedly apologized ('I do apologize'), remained polite, and showed patience despite customer’s fragmented speech.
X2 Met Tone & rapport conf 94%
Matched customer’s conversational pace, checked understanding, and maintained engagement throughout.
X3 Met Overall experience conf 95%
Offered to email instructions, reducing customer effort by avoiding real-time step repetition or prolonged hold times.
Call Transcript16 turns · 16 lines
Speaker 1
All right. Alright. Okay, good morning. This is a success and we're going to teach for media from my computer. Depending on your router, people in a few minutes, the taiwanese people are changing the rates and I'll be with that one of the antennas are modem routers.
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, [silence] Press 1 now. For out of warranty products, paid support may be available, depending on your products please have your device serial number and contact information ready. For unable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hello, thank you for calling Linksys Technical Support. This is Charm. How can I assist you today?
00:00
Speaker 1
Okay, that's the one. They checked the modem. They said it was good, and they said my router had problems. Okay. See a serial number, I'm not seeing a model number. The WPS. Well, I got a serial number. I don't see a model number. Okay. Serial numbers. [silence]
01:00
Speaker 2
that's the router, sir. right. I see. I apologize to hear that one, sir, but maybe let me assist you with this concern. Before we proceed, can you provide the model number and the serial number of your link? that's right. I'm sorry. Can I provide the serial number instead? Yes, the serial number, please.
01:00
Speaker 1
J. as in Victor, one, zero, C as in Cat, six, eight, nine, zero, one, six, two, five. Yes. Oh, I just found your model number. You want that? Pardon me? All I hear is a bunch of background noise. Would you like the model number? okay. MR 8300 is spectrum. That's the.
02:00
Speaker 2
1625. Got it. And also may I know who is your internet service provider, sir? Yes, please. Yes, please. Got it. And may I know who's your internet service provider? Spectrum. How long have you been experiencing the issue, sir?
02:00
Speaker 1
It's Friday today, we'll off and on. Tuesday we have to access. I had upgrades. No, not lately, no. It didn't. We I just see a yellow blinking and a steady green inside my router. What?
03:00
Speaker 2
Okay. Did you upgrade your subskription speed lately or did you change your modem lately? I see. What's the light status? So, what's the light status of your linksys router right now? What's the light status? What's the light color in front of your linksys router? Sir in front.
03:00
Speaker 1
That's what I'm looking at. It's got a, it's got a yellow cord going in and it's got a steady green light and a yellow one that keeps blinking. That's the only light I see. Besides on top, they got a red, maybe there's just a red dot. There's a red light on top. Solid red, yes. [silence]
04:00
Speaker 2
The light in front of the router, what's the light status? I see. All right. Red light and solid red. Got it. And what trouble should
04:00
Speaker 1
That by that done what? Yeah, we, yeah, we did that with both the modem and the router and plugged it, plugged it back in. When they did that with the modem or the router, they had us go through all that and plug this, unplug that. And that's when they said, their stuff's good and the modems not need something done with that. They said their end's good. Yeah, we checked on it before, but I'll check them again for you. That's the that's the thing they had to do is make sure everything's tight.
05:00
Speaker 2
Well, I'm getting it too. Uh-huh. I see, right? And have you tried to check, sir, if the cable is properly plugged in at the back of the router? Yes, please.
05:00
Speaker 1
Everything's still tight, plugged in. everything's good nothing's changed there we haven't unplugged them like they were never unplugged them just left them make sure they're plugged in tight. so everything's good there.
06:00
Speaker 2
The cable is properly plugged in. Is it connected to the internet port where there is a yellow label? The cable, sir? Is it connected on the internet port on the yellow label I mean? [silence] All right, because based on the record here, Sir, with the serial number that you provided to me and the model number, this device was already out of warranty last March 6th of 2021. And for the out of warranty device,
06:00
Speaker 1
Just send the email because I can have my kid do it. F F Sanchez T-H E-E-S-A-H E-F-Z.
07:00
Speaker 2
Sir, I do apologize, but I could not provide you troubleshooting over the phon. However, if you insist, I can provide you a one-time, non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, but you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, sir, if you don't want to proceed with the payment, what I can do here is I can send you an email instead, a step-by-step instruction on how to set it up yourself, and also you may consider trying our linksys AI agent for guidance, and it is free of charge. Which one would you prefer? All right, sire, can you wait, provide your best email address, sir, on where I could send it? [silence]
07:00