V2 Rubric Detail — 46fd5822-68cc-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 15:09
Duration
6m 19s
Contact
Zalina
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133409
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection_MX4200
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to provide free best-effort troubleshooting to an out-of-warranty customer, contrary to policy requiring continued support regardless of warranty status.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-58.0)

V2 Grader Summary

The agent failed to troubleshoot the blinking light issue on the MX4200, incorrectly stated that out-of-warranty devices are ineligible for free support, and provided no actionable next steps. Despite correct identification of the model and IP address, the agent abandoned the case prematurely, violating OOW best-effort policy and resulting in a fully unresolved case with multiple critical failures in ownership and communication.

V1 Case Analysis

Customer reported MX4200 not connecting after factory reset; agent provided web UI address (192.168.1.1), confirmed expired warranty (April 27, 2026), and offered $15 paid support or free self-help via support.linksys.com. No troubleshooting performed; customer will call back after Verizon testing.

Troubleshooting Steps
  • Collected model number (MX4200)
  • Collected and verified serial number (38U10I5CB16730)
  • Provided correct local web UI address (192.168.1.1 and myrouter.local)
  • Informed customer of expired warranty status and optional paid support
Key Observations
  • Agent correctly identified the MX4200 model and provided accurate web interface access instructions (192.168.1.1 and myrouter.local) per KB guidance.
  • No troubleshooting was performed for the blinking light or internet connectivity issue, representing a protocol gap for a connectivity problem.
  • Warranty expiration was stated clearly and aligned with KB expectations for out-of-warranty handling, though no system lookup was performed.
  • Call ended without validating any fix or guiding through post-reset setup steps, leaving the customer without a concrete resolution path.
Positive Highlights
  • Correctly identified the MX4200 model and provided accurate local IP address (192.168.1.1) and alternate (myrouter.local) for web access, matching KB guidance.
  • Successfully collected and verified the serial number after initial clarification.
  • Clearly communicated expired warranty status and provided both paid support and free self-help options, aligning with KB expectations for out-of-warranty handling.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting for a router not connecting after reset (no WAN status check, no LED interpretation, no firmware verification).
  • Did not guide the customer through post-reset setup steps or verify if the router obtained an IP address, which is critical for this issue type.
  • Did not confirm whether the blinking light indicated an ongoing setup process or another hardware issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the blinking light issue or guide the customer through setup; closed with no resolution and directed customer to self-help.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked only for model and serial number, then immediately pivoted to warranty status without attempting any diagnostic steps (e.g., power cycle, checking connection, accessing 192.168.1.1).
R3 Not Met Correct resolution path conf 95%
Agent stated OOW devices are 'not eligible for free troubleshooting,' contradicting policy that requires best-effort support regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent identified the blinking light but did not ask follow-up questions (e.g., color, pattern, WAN status) or attempt to determine root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used (e.g., remote access, admin console, logs); agent relied solely on verbal description without verifying via available diagnostics.
T3 Partially Met No misinformation conf 85%
Correctly provided 192.168.1.1 and noted deprecation of linksyssmartwifi.com, but incorrectly claimed OOW devices get no free support, violating documented policy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set expectations about cost and options, but long silences, confusion over serial number, and lack of structured guidance reduced call control.
C2 Partially Met Confirmed understanding conf 80%
Used simple terms but failed to confirm understanding or adapt to customer’s confusion during serial number exchange.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; ended interaction by telling customer to call back later with no commitment to follow up or retain case ownership.
O2 Not Met Proactive follow-through conf 95%
No clear next steps were assigned; customer was told to call back independently, with no timeline or action plan provided.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
No escalation was warranted — issue was basic setup; agent correctly decided not to escalate given the nature of the problem.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy expressed for customer’s frustration; agent remained transactional and did not acknowledge difficulty or repeated effort.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace despite customer confusion; repeated requests for serial number without clarification increased frustration.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number multiple times due to miscommunication; agent increased effort instead of reducing it.
Call Transcript14 turns · 14 lines
Speaker 1
Welcome to links of support to ensure quality service still stuff on internet. and they are we said as much again. All right. Good. All right. You I'm agreeing on a rare.
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, 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. Hi, thank you for calling Lynx. My name is Ven. How may I help you today? I'm doing great.
00:00
Speaker 1
It's just to make sure that we're on the internet. Okay. I, I, I'm calling in about one of the, uh, devices that I'm using here to connect, um, internet and the, uh, Verizon router says that everything is working but the, uh, when I go into a linksys account, it's not working. I'm not sure. It's MX 4200. I just, uh, reset it so it's still blinking. I pressed and hold.
01:00
Speaker 2
Uh huh. I see. What's the model of your Linksys device? [silence] [silence] Can you look underneath the Linksys router? There should be a model number tag on it. Can you double check what's the model number? uh [silence] M X 4200. Thank you so much. What's the light on your M X 4200? Uh, I see.
01:00
Speaker 1
until the blue light came out, so now it's blinking. it was red.three eight. um Mama. 5 c is in Charlie. b is in Bob. 16730. yes.
02:00
Speaker 2
All right. Before you did the factory reset, what was the light before that? All right. Can you provide me the serial number so we can double check the device as well? Uh, once again, it's 38 U like umbrella one zero I like mary five C like Charlie B like boy 16730. Is that correct? I'll do it once more. Is that correct? Uh, it's 1, two, three. What? Yes. Is that? You're talking about the serial number? Oh, no. That's actually not the serial number, sir. It's the символ, the room number we look at. صحيح؟ Mm-hmm. Okay. We just need to completely double check that yourectomy serial number is actually this serial number. Yes, it is. All right, let me double check. Let me double check that Switch stuff. All right, one moment please. All right, can I have your name, please? All right. And what is your stand number on the second floor? Thank you.
02:00
Speaker 1
Z-A-L-I-N-A. Not the app, I'm on the Web. Thank you. Let me go forward. Thank you. All right. Thank you. Here's a little. Perfectly localized.
03:00
Speaker 2
Thank you so much. Lastly, are you using the Linksys smart Wi-Fi app, or the links the app? All right. All right.
03:00
Speaker 1
yep, I'm going to use, I'm going to use that IP address, but in a minute. the Verizon technicians are going to be testing their routers to make sure that there is an Internet.
04:00
Speaker 2
Thank you so much for patiently waiting, Miss Zelena. So, before anything else, upon double checking your N, in terms of what you have done so far, you performed a complete factory reset. In order to set this back up, there are two ways. The fastest way is by using the Linksys app, since it will guide you from the very beginning up until the very end. And the other option is by using either computer or laptop through the web interface, as you mentioned, what you're using right now. To access the web interface, Linksysmwifi.com is no longer available, so it must be done by using the basic default IP address, which should be 192.168.1.1. [silence] Oh, I'm sorry. [silence] All right. All right.
04:00
Speaker 1
And when they're done, I'm going to be with you. Okay.
05:00
Speaker 2
All right. However, before any further troubleshooting may also start on our end, I do have to set your expectations that your current links sys model, which is the MX 4200, based on its serial number, is unfortunately no longer in warranty. The warranty status of the device had expired around April 27 of this year, 2026. It is no longer eligible for free troubleshooting on our end. For further troubleshooting for an out of warranty product, it entails a $15 cost, which is completely optional. On the other hand, we can also provide you free troubleshooting steps either directly through the email or you can visit our support site which is support.linksys.com. All troubleshooting steps specifically for the MX 4200 is available and free there.
05:00
Speaker 1
I'm going to call you guys back when I'm done here. Thank you for your help.
06:00
Speaker 2
all right is there anything else all right once again thank you so much for calling Linksys take care and have a great day
06:00