V2 Rubric Detail — 4c096e5c-6a8c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 20:37
Duration
20m 54s
Contact
Richard
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133820
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LED light wont turn on
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical3.12/5
Communication0.00/5
Ownership3.50/5
EscalationN/A
Customer Exp1.07/5
Overall32.1% (-23.9)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and end-of-life and provided accurate model recommendations, but failed to conduct adequate troubleshooting for a dead router (e.g., power adapter check, full power-cycle). Call control, communication adaptation, and effort reduction were poor, resulting in a partial resolution where no repair path was offered.

V1 Case Analysis

Customer reports MR7333 router not powering on (no front LED) after relocation. Agent attempted reset, asked about Wi‑Fi SSID (irrelevant due to no power), concluded hardware failure, indicated out‑of‑warranty status, offered $15 paid support, and recommended replacement models MX6200 or LN1600.

Troubleshooting Steps
  • Asked customer to press and hold the reset button for 10 seconds.
  • Inquired about Wi‑Fi network name and whether the router was still broadcasting (irrelevant due to no power).
  • Checked for any front or rear LED activity.
Key Observations
  • Agent asked about Wi‑Fi SSID and network visibility while the router had no power, which was irrelevant and misdirected.
  • No verification of power adapter, outlet, or LED status beyond a brief mention of a rear green/yellow light.
  • Agent offered paid troubleshooting ($15) without first confirming warranty status or providing free basic diagnostics.
  • Communication was fragmented, with frequent repetitions and lack of empathy.
  • Agent provided valid replacement model recommendations (MX6200, LN1600) per KB.
Positive Highlights
  • Agent correctly identified the device as end-of-life and out of warranty based on model and serial.
  • Agent provided specific replacement model numbers (MX6200, LN1600) that are valid per KB.
Agent Errors / Gaps
  • Did not confirm the router model before giving advice — model was only identified after serial number was provided.
  • Failed to perform basic power-supply troubleshooting (different outlet, power adapter test).
  • Asked irrelevant Wi‑Fi SSID questions while the device had no power.
  • Offered paid support without first establishing warranty eligibility or attempting minimal free diagnostics.
  • Provided limited empathy and unclear instructions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent concluded the router has a hardware issue and recommended purchasing a new device (MX6200/LN1600) without resolving or attempting to fix the current issue.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only asked about reset duration and power outlet; did not perform full power-cycle, check power adapter, or verify rear LED status — skipped essential hardware troubleshooting steps.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the device as out-of-warranty and end-of-life, but failed to offer best-effort OOW troubleshooting (e.g., factory reset, power adapter check) before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent identified no front light but did not ask about rear LEDs, power adapter condition, or perform logical sequence (e.g., power-cycle, adapter swap); jumped to hardware failure without narrowing causes.
T2 Met Appropriate tools / resources used conf 90%
No tools were available or necessary for a physically unresponsive router; verbal diagnosis was appropriate given the scenario.
T3 Met No misinformation conf 96%
Agent accurately stated the device is out-of-warranty, end-of-life, and correctly recommended current models (MX6200, LN1600), all factually correct per Linksys documentation.
Communication
C1 Not Met Clear & professional language conf 95%
Agent provided no initial framing, had long unexplained silences, and lacked structured transitions — lost call control and allowed conversation to drift.
C2 Not Met Confirmed understanding conf 94%
Agent used technical terms like 'Wi-Fi name' without confirming understanding; failed to adapt to customer confusion about network visibility or power status.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent stayed on the call and did not transfer, but did not take ownership of troubleshooting the device beyond suggesting a replacement.
O2 Met Proactive follow-through conf 95%
Agent provided clear next steps: purchase an MX6200 or LN1600, giving specific model numbers for the customer to act on.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the hardware-failure context.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent apologized for the inconvenience but did not acknowledge the customer's repeated efforts or frustration with the failed device.
X2 Not Met Tone & rapport conf 94%
Agent maintained a scripted tone, did not adjust pace or terminology, and failed to re-engage the customer during confusion about Wi-Fi names and power indicators.
X3 Not Met Overall experience conf 95%
Customer repeated serial number and symptoms multiple times; agent did not consolidate information or reduce redundancy in questioning.
Call Transcript24 turns · 29 lines
Speaker 1
Good morning, my name is Richard and.
00:00
Speaker 2
[silence] 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 devices 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. [silence] Hello, thank you for calling Linksys technical support. This is Charm. How can I assist you today? [silence]
00:00
Speaker 1
I don't know. I have a problem with my. I was moving it from one side of the room to the other and and um uh I just cannot get it to turn on. I've tried every rebooting thing there is and the blue light does not come back on. So it's about five years old. So I don't know. I have the serial number here in front of me if that will help, but I've tried everything I think have online and and it will not turn on. [silence]. [silence] Now's for the white. [silence]. It's uh I believe the main router, I guess. I don't know. I'm not that uh uh uh I guess main one, it's a model.
01:00
Speaker 2
He he he he. Uhm, I see your right. So just to confirm sorry, it is one of the child mode or is it the main mode? Um, yeah, router that you have, is it one of the router or one of routing system router or is it the main router? [silence]
01:00
Speaker 1
M. or 70, 33, 33. 33. Charlie 10, M. 288. B as in boy 04934. Right? No, after that, M as in Mary. It's 28. B as in boy 0 1934.
02:00
Speaker 2
Can they provide the Serial number of this one, sir? router here? Yes, please. got it. So it's three, three, three Charlie, one, zero, Mary, two, six Bravo, zero, four, nine, three, four. Is this correct? Okay.
02:00
Speaker 1
Right. Yes, yes, I've tried several times on and off button and making sure it's plugged in everything and my wife has tried it too. I mean it was working fine until we switched to the other side outlet power outlets fine, um, so I'm moving into whatever, just not to work anymore, I'm not sure. No, no, there's no, I turn it on and off but I wait 30 seconds or more and it just does not power, nothing, there's no no blue light. [silence] it's- I've been working with it for like half hour [silence] yes [silence] okay
03:00
Speaker 2
How long have you been experiencing the issue, sir? So, 13-4. Sir. It has an hour, okay. But I, and also have you tried to plug it into the other power source in the itinerary of the other physical thing. Okay, one moment here so let me double check. Okay. I mean, okay, I'm okay. Okay. You, E.
04:00
Speaker 1
There is, [ silence ] Yes, on the, on the, on the, [ silence ] There is a [ silence ] Yellowish green light, yes. [ silence ] Yes, it's [ silence ] Placing on, uh, back and forth where the uh, internet plug-in is.
05:00
Speaker 2
Right. And you already turned on and off the switches, correct? But still, no light indicator. Feel at the back of the router. No light like a blinking yellow or green light at the back? So what is it? I'm sorry. I do apologize. You're cutting in and out. So there is a green light at the back. Mhm. I see. All right. Only the front light is not. [silence]
05:00
Speaker 1
Right. Right. And then when I go out to plug in to turn on my TV in the living room, there, it pops up saying, uh, the Wi-Fi is not connected. Yeah. Yes. Okay. Uh, Verizon for my phone but uh Spectrum for the internet.
06:00
Speaker 2
showing up are no lights indicated. And is it connected to your modem, sir? Wired directly to the modem. Oh, I've got it. I've got my, uh. So you can check your phones or if the n... I mean, the network name is still showing on your devices. But how about the link says um Wi-Fi, is it still showing? So
06:00
Speaker 1
I'm sorry social link like I I don't have any I don't know I don't have a list I don't know what um it's just on my TB I mean I don't know what to tell you I don't have a list or anything so No I haven't the only thing I changed is I moved it from one side of the room to the other and I reconnected it every way exactly the way it's supposed to and it's just will not it turn on now so I don't know the power outlets work everything works fine I hard resetting it still nothing any suggestions [silence]
07:00
Speaker 2
the link sys network is there is it um showing under the wifi list um when you set it up before sir did you change the wifi name of this router or did you leave it as it is one two just to confirm please sir the your Wi-Fi name is selling CIS Wi-Fi name. Is that correct? yes when you go to your on Wi-Fi settings on in your phone server and then go to the available network. Can you still see the lincs name?
07:00
Speaker 1
It, it doesn't say, it doesn't show a link's just name, it has Wi-Fi not connected. Um, let me look down here. I don't, I don't see a length net at all on some of the networks, they don't have it, it has, um, I don't know. It don't show any links on there. Uh, let's see. Spectrum. Well, yeah, there's, there is Spectrum. I guess that would be it. I I don't know. Uh, join a Spectrum setup. Would that be what uh what they're looking for? Okay. Um, uh,
09:00
Speaker 2
All right, so you did not recognize any Wi-Fi names on that list? Did you not see your network name? No, sir? The Spectrum is your modem, but the other one, what are the other names? Alright, so you can't find your Wi-Fi name?
09:00
Speaker 1
Yes. Yes. Over 10 seconds. Right. I can I can do it again, but it's um I mean, if I tried that several times and um
15:00
Speaker 2
Hello sir, yes, thank you so much for patiently waiting on the line. So since um you mentioned earlier, sir that you already pressed reset button at the back of this router, what. How long did you hold the reset button, sir? 10 s and still there's no light showing in front, correct? [silence]
15:00
Speaker 1
holding the downs I'm holding it down now and uh there's just nothing it's just dead no blue light the switch on i which is oh is o is zero is off right yeah and it's been it switches and uh and i and i've turned that off and waited several times and several seconds and i i've tried uh you know i've like i said i've gone to your website and done some of the troubleshooting on modem and this year and this year and that motive but on the on this bleak sis and and it says what to do but every time I've tried it still nothing comes on
16:00
Speaker 2
hmm -just to confirm, sir. yeah, kindly press and hold the reset button, sir. let's check if it will response. how about the switch, sir? mhm. yes.
16:00
Speaker 1
Yes. Okay and that costs, okay So Wi-Fi six and Wi-Fi seven, you can find on Amazon on Amazon for that cost. [silence]
17:00
Speaker 2
So, that's the perfect speculation. There might be a hardware issue with this router. And also been checking, here it is already out of warranty. So if I will charge you, uh, $15 for our troubleshooting for this one, uh, we cannot guarantee that it will still work. So what I can highly suggest to you, sir, is for you to purchase a new router. Um, I cannot guarantee you that one, sir, but you can try to check on the Amazon website. I can provide you some model numbers. Since this model number that you have was already, um, we don't provide, or we don't manufacture this device anymore. It is part of end of life device. So, I could provide you a Wi-Fi 6 and Wi-Fi 7 routers. That you can find on the Amazon website. Yes. Okay, um, do you have pen and paper handy? All right. Um, try to find the MX 6200. 61, 6200. Yes, Mary X-ray 6200. Yes. And also the LN 1600. Um, Ellis and Larry and Nancy's Nancy. Yeah, 1600. Yes, sir, that is correct. [silence] Hum.
18:00
Speaker 1
Probably almost like five years old. It could have done. I don't know. I'll go ahead and get on the Amazon. And um does it make a difference? Either one better than the other or not? Okay. I'll look for that one, MX6200. And is that by you guys, Linksys? Okay. All right. Well, I'll get going on it and uh get this ordered. Thanks for your help. Bye-bye.
20:00
Speaker 2
Yes, sir. Yes, sir. I do apologize for this inconvenience, but you can try to check it on your much better sir is MX 6200, the, uh, that's the latest one. It's, it's yeah, Fi Pro 6E. Yes. by Link's sis. All right, got it sorry. Thank you so much, sir, for your understanding and have a good one. Bye for now. You're welcome. Listen.
20:00