V2 Rubric Detail — 44f736e8-73e8-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 18:28
Duration
14m 0s
Contact
Douglas
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00135204
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Streaming device was block

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall22.2% (-33.8)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, gave technically inaccurate instructions (Fire Stick reset button), and dismissed the case due to out-of-warranty status without attempting best-effort diagnostics. No resolution was confirmed, ownership was incomplete, and customer effort was not reduced, resulting in an unresolved call.

V1 Case Analysis

Customer reports all three Fire TV sticks fail to stream on MR8300 Velop router; other devices work. Agent skipped streaming diagnostics, incorrectly blamed Fire Sticks, suggested factory reset and paid support. Promised email guide but did not confirm delivery. No fix validated.

Troubleshooting Steps
  • Collected device model (MR8300)
  • Verified customer account and email
  • Suggested Fire Stick factory reset (incorrect focus)
  • Suggested router factory reset (correct procedure: 15-second reset button press)
  • Offered paid support and promised email guide
Key Observations
  • Agent skipped all steps in the Streaming Diagnostics KB (universal_streaming_diagnostics.md): no ISP speed test, no signal strength check, no router setting review, and no Ethernet test.
  • Misdiagnosis: blamed Fire Sticks without evidence, despite three devices failing simultaneously on the same network.
  • Offered paid support without performing basic diagnostics expected even for out-of-warranty devices.
  • Did not verify that the promised email was sent before ending the call.
  • Failed to obtain serial number, which is required for warranty and diagnostic validation.
  • Provided correct factory reset instructions (15-second reset button press) and correct router access URL (192.168.1.1 or myrouter.local).
  • Communication was clear and professional, with accurate technical guidance where provided.
Positive Highlights
  • Correctly identified the device model (MR8300) and verified the customer's account [03:00–04:00].
  • Provided accurate factory reset instructions: press and hold reset button for 15 seconds [10:00].
  • Correctly advised using the web UI (192.168.1.1 or myrouter.local) instead of the app for full settings access [11:00].
  • Maintained a polite and professional tone throughout the call.
  • Acknowledged the customer's concern and offered a path forward, even if incomplete.
Agent Errors / Gaps
  • Failed to follow the Streaming Diagnostics KB (universal_streaming_diagnostics.md): skipped Step 1 (ISP speed test), Step 3 (signal strength), Step 4 (Ethernet test), and Step 5 (router settings).
  • Incorrectly concluded the problem was on the Fire Sticks without diagnostic evidence [09:00–10:00]. The KB explicitly states that simultaneous buffering on multiple devices suggests a router or ISP issue.
  • Offered paid support prematurely without exhausting basic self-help diagnostics, which should still be provided for out-of-warranty customers per protocol.
  • Did not obtain or verify the router serial number, which is required for warranty and diagnostic purposes.
  • Promised to send an email guide but did not confirm delivery before ending the call [12:00–13:00].
  • Did not check for firmware updates or verify the router is on the latest version, a basic troubleshooting step per the KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed resolution; only suggested resetting Fire Stick or router without verification, and issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No systematic troubleshooting performed (no speed test, signal check, router settings review, or diagnostic steps).
R3 Not Met Correct resolution path conf 95%
Agent dismissed troubleshooting due to out-of-warranty status and pushed paid service instead of attempting best-effort troubleshooting as required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify root cause; ignored common denominator (router) despite three identical Fire Sticks failing on same network, incorrectly blaming devices.
T2 Not Met Appropriate tools / resources used conf 98%
No use of required tools (router UI, speed test, signal check) despite clear need per KB for streaming diagnostics.
T3 Not Met No misinformation conf 97%
Agent instructed customer to press and hold a reset button on Fire Stick for 15 seconds — Fire Sticks lack such a button; this is materially incorrect guidance.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic call control by asking questions and managing hold time, though framing was weak and transitions were abrupt.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language and repeated key points but failed to confirm understanding or adapt to customer confusion about reset process.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stayed on call and promised email guide but deferred resolution to paid service without exhausting troubleshooting options, showing incomplete ownership.
O2 Partially Met Proactive follow-through conf 90%
Agent committed to sending step-by-step guide via email and confirmed receipt but provided no timeline for delivery or follow-up window.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted at this stage — agent attempted to handle case internally with guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent remained polite and professional but did not explicitly acknowledge customer frustration or repeated effort across devices.
X2 Partially Met Tone & rapport conf 86%
Agent responded to customer inputs and adjusted pacing slightly but used repetitive phrasing and did not fully engage with customer’s logical argument about three failing Fire Sticks.
X3 Partially Met Overall experience conf 84%
Agent avoided making customer repeat serial number after initial entry but introduced friction by requiring wait for email without immediate actionable steps.
Call Transcript24 turns · 24 lines
Speaker 1
[silence] Hi. [silence] So my router I'm pretty sure is blocking my stream for some reason. I don't know why. [silence] When I use a different server,
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 depending on your issue. To hear more about your service options, press two. 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. I'm sorry, are you sure? [silence]
00:00
Speaker 1
different service but everything works just fine when I go back to that router it blocks it. it shows dead. okay. yeah, it's a streaming device. no, it's a, it's a, it's a feed from a TV. it's blocking a TV uh channel speeds. streaming option. yep. yep. when I use my phone or I use a different Wi-Fi, it works. fine. what is the key for what you said? you ready are you ready? It's 29 Victor 11 M27 B07 358.
01:00
Speaker 2
Okay, what is this device that was blocked, sir? The server, right? Okay, so just to confirm, sir, just to confirm, sir, when you used a different network, it was working fine. Okay. What is the, mm-hmm. Yes, sir, what is the serial number, sir? May I have the serial number of your Linksys, please? Mm-hmm. Yes, please.
01:00
Speaker 1
To. [silence]. It's at TV. [silence]. Yes.
02:00
Speaker 2
Okay. Let me just check on the exact device, okay? Just give me a couple of seconds. Thank you. Sir, what is this streaming device, sir, that you are using? TV. TV? Okay. Is it like a.
02:00
Speaker 1
No, it's a firestick. Amazon fire... Amazon firestick. Yes. Yes. All three of them do the same thing. Yes. Mm-hmm. Yep. Yep. Yep. Mm-mm. 8300. Yes.
03:00
Speaker 2
Amazon fire stick fire stick okay Amazon fire stick okay oh by the way sir I was able to pull up a record sir under Mr. Douglas with an email address douglas_lawrence@yahoo.com is this your account okay yes sir and your devicer is an mra uh mr. 8300 okay Yeah. No.
03:00
Speaker 1
Yep Yes Computer works fine, everything was fine. It's not a gambling, it's not adult, it's not whatever. My brother had a had a Firestick plugged in yesterday that I think had a bootleg software or something on it. It might have been what killed it, I don't know. But it's I talked to my internet service provider, they're not doing nothing. They said it's got nothing to do with them at all. So then I went back and went to a different service and it worked just fine, so it tells me it's gotta be the router. I just don't know what setting I got to change in the router to to let it work. Something changed. I don't know what, but something changed. How do I go back to factory settings? [silence]
04:00
Speaker 2
So just a confirmation sure, there are some uh... channels or some videos that you can't access because it was blocked. I talked to my internet service provider and got a gallon of emulsion. So then I went back and went to a different service and it worked. [silence] Okay, let me just check.
04:00
Speaker 1
Is there. Yeah. Yeah. How do I do that? Just turn off and turn back on or I got to reset it. I don't want to unless I absolutely have to. Let's try something else before I do that. All right. Yep. Just that all three TVs don't any streaming. They won't let my subscription play in the stream. All three TVs do the exact same thing. Okay. Sure. Yes.
05:00
Speaker 2
I'm sorry, factory settings on the router, sir, you mean? if you want to, you really have to reset the device, sir, if you really want to go back to default. Okay, other devices are working fine, sir, right? I see. Let me just check on that, sir. Just to can you give me just three minutes? Can you please stay on the line? Thank you, sir. I'll be right back. [silence]
05:00
Speaker 1
Yes? Mm-hmm. Yes. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. No, no, it is no blocked message. It just comes up and says no signal found it says your playlist is here, but it won't play it. And there's nothing in there just doesn't do it says no signal. There is no error message.
08:00
Speaker 2
[silence] Hello sir, uh Sir Douglas. Hi sir, thank you so much for patiently waiting sir. Um when you open your um app sir for your fire stick, do you do you see this um do you see directly the uh the error message or the blocked message sir? Hmm. Um. So yes. Yes sir but.
08:00
Speaker 1
Nope, nope, nope. I don't know what you're talking about, like a a message or a a stop sign, or a caution. No. Nothing. Nothing. I'm looking at it right now. How do we do that? The fire stick or the router? [silence]
09:00
Speaker 2
Yeah, that is... Like, how about a, like a triangle shooter, a small triangle on, no? Mm-hmm. So, it just won't go through. Okay. Guess for this one, sure. Yes, it seems that this is not an issue with their boundaries or it's an issue with your, uh, with your streaming device. And uh, based on what I have here, sir, the only solution that you can do for this is to factory reset the, uh, the fire stick. Unfortunately, sir, not your router, sir. Cause your router, sir, uh, other devices are working fine. And uh, the only error message that you're getting, sir, is that, uh, I'm sorry, the only error that you're that you have, sure, is on the
09:00
Speaker 1
All three of them do it the same all, but listen to this. All three of them do it at the exact same time and it's the firesticks. Think of that. I have three TVs that are the exact same thing. I'm not buying that. I think it's, I think it's what's the common denominator between the three of them. It's the router. How do I do that? [silence] Yeah, I am.
10:00
Speaker 2
Fire Stick. The only problem is on the Fire Stick. If you will reset your router, sir, or all other... ... devices. If that's the case, sir, then the only thing that you can do for your router, sir, is to reconfigure, like the total reset, so that it will go back to default. Then you can re-add your Fire Stick. There's a reset button, sir, underneath your device. You just need to press and hold it for 15 seconds. Then it will go back to default. By the way, sir, before we proceed with that, let me just inform you, sir, that this device is already out of warranty. And I believe you're already aware of that. And, um, yes, sir. We do have options, sir, for... [silence]
10:00
Speaker 1
Yeah, please do that. Send it to me, just be safe. Because I forget, once it comes back up, I have to reset up everything, don't I? OK, I do that with my phone and the app, I'm guessing. You're with my phone though. How am I going to, was the user interface? It's with my phone, right? What is that, with a computer? OK, I've got a computer. Sorry, that took too.
11:00
Speaker 2
Paid service which is $15 for an hour of troubleshooting. Or if you don't want to avail that one, sure. I can also send you the full step-by-step guide on how you can do the reset and reconfiguration. Yes. Yes, yes, sir. Yes, exactly, sir. I will suggest not on the app, sir, but do it on the user interface. For you to see some other settings that you can see on the app. No, sir. Your router sure has two features. One, you can set it up using the app. Second option, sir, is using the user interface. Yes, with a computer or on the iPad, if you have. If you don't have [silence]
11:00
Speaker 1
use, I just use the IP address and then that's that 111 and go to that, is that what you're saying? Yeah. Yeah. Send to me, send to me an email before I do that. I'm afraid I won't get myself locked out and I'll be mad. All right. And if that don't work, I'll try reset my fire sticks. Okay? Yeah, um, try the fire stick. Okay. But you're gonna send me the reset on the Linksys on my email, right? Yep. Yep. You've sent it yet? You already sent it? Okay. All right, I'll wait to see it comes in.
12:00
Speaker 2
has [silence] mm-hmm. [silence] yes, exactly, sir. [silence] okay, yes, sir. [silence] Mhm, [silence] yes, sir. Uh, try to do the reset first or on your [silence] the [silence] Same thing will happen, sir, after the reset, then, uh, [silence] Mhm, try the— try the— the fire stick. [silence] yes. [silence] That email, sir, is Douglas_Lawrence@yow.com, right? [silence] Okay. Yes, sir. [silence] Yes, [silence] I did, sir.
12:00
Speaker 1
[silence] Okay, just came in. All right, uh, big 300 article address your concerns? That's the kind I've got a bill up in our system? Yeah, 8300. I see it here. Web base counsel, this record is set of. Okay, I got it then. Thank you very much. Good. I'll try. Thank you. Yep. Bye. [silence]
13:00
Speaker 2
Yes sir, you have a velop mesh device sir. You're welcome sir. And you can call us back if you need further assistance. If you want to avail our service sir, just give us a call. Thank you so much for your time sir. Have a good day. Stay safe. Bye bye.
13:00