V2 Rubric Detail — 50988200-6f32-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 18:35
Duration
8m 14s
Contact
Larry Ash
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134493
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_MR8300
⚠ 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 avoided direct troubleshooting by deferring to an emailed guide without validating the actual issue. Request for credit card number in a technical support context with no paid service mention constitutes evasion and potential fraud risk.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent correctly explained the consequence of a factory reset but failed to perform any meaningful diagnostics or resolution. Critical steps like checking the WAN connection, modem status, or router interface were skipped. The request for a credit card number — irrelevant to technical support — constitutes a serious compliance violation, triggering an auto-zero for Avoidance/Evasion. The customer was left without a working solution, only a promised email, resulting in an unresolved outcome.

V1 Case Analysis

Customer with MR8300 solid red LED. Agent did not follow LED troubleshooting guide, incorrectly advised reconfiguration after reset, and requested credit card information. Issue unresolved.

Troubleshooting Steps
  • Collected customer email address
  • Collected device serial number
  • Advised reconfiguration after reset without verifying WAN connection
Key Observations
  • Agent did not follow the KB troubleshooting steps for a solid red LED (check WAN cable, power-cycle modem, verify WAN port LED).
  • Agent incorrectly stated that a factory reset always requires full reconfiguration, which is not true unless the WAN connection is confirmed.
  • Agent requested credit card information, which is inappropriate for technical support and violates support protocol.
  • No verification of internet connectivity was performed before closing the call.
  • Agent did not provide the customer with concrete next steps or KB reference.
Positive Highlights
  • Polite and professional greeting.
  • Collected customer email and serial number for follow-up.
Agent Errors / Gaps
  • Failed to follow the correct troubleshooting steps for a solid red LED as outlined in the KB (ax_maxstream_wifi_connectivity.md).
  • Incorrectly advised that a factory reset always requires full reconfiguration, which is misleading and not supported by the KB.
  • Requested credit card information during a technical support call, which is not required and violates protocol.
  • Did not verify WAN connection, modem status, or WAN port LED before advising reconfiguration.
  • Did not confirm model or warranty status before proceeding with support.
  • Did not provide a valid resolution or next steps, incorrectly closing the call with a vague promise to email a user guide.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only promised to send an email with setup instructions without verifying or guiding through actual reconfiguration.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., check WAN cable, modem status, back-panel LED) despite clear guidance in KB for red solid LED.
R3 Partially Met Correct resolution path conf 91%
Agent correctly identified that a factory reset requires re-setup, but failed to assess whether the issue was actually due to configuration or a deeper connectivity problem.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent identified the red LED but asked no diagnostic questions about modem, WAN connection, or physical cabling — all critical for root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools such as remote access, admin UI check, or even asking customer to verify WAN port LED — despite KB clearly outlining steps.
T3 Met No misinformation conf 99%
Agent correctly stated that holding reset for 15 seconds triggers factory reset and requires reconfiguration — consistent with KB documentation.
Communication
C1 Met Clear & professional language conf 94%
Agent introduced self, collected information, set expectation about email timing, and maintained control of call flow.
C2 Partially Met Confirmed understanding conf 89%
Agent used understandable language but introduced confusion by requesting credit card number — irrelevant and alarming to customer.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case, did not transfer, and committed to sending follow-up information.
O2 Met Proactive follow-through conf 95%
Agent provided a specific next step (email within 3–5 minutes), which is concrete and time-bound.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted based on issue complexity.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy, failed to acknowledge customer frustration, and maintained a purely transactional tone.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt to customer’s pace, allowed multiple long silences, and disrupted flow with inappropriate request for card number.
X3 Not Met Overall experience conf 96%
Agent increased customer effort by requesting unnecessary payment information and repeating serial number requests.
Call Transcript17 turns · 17 lines
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. [silence] Please select from the following options. For in warranty, 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.
00:00
Speaker 1
Uh, yeah, I've got a MR 8300 that, uh, getting a red light on and not work, doesn't seem to be putting out the signal. Yes. uh, no, nothing I'm aware of, no. And the modem seems to be working okay. I've tried power cycling and I've tried the reset button. But still doing the same thing, still indicating a red light.
01:00
Speaker 2
My name is Dylan. How can I help you today? uh... Okay. So, you got an MR8300 that is showing solid red light. yeah. Prior to having this issue, was there, like, a power outage or internet outage? I see. And what have you done so far? Silence. Oh,
01:00
Speaker 1
yeah laughing I hit the reset button for like 15 seconds and then I lost it. Oh, I need to reconfigure it again. Is that uh are those kind are those directions online as far as how to set that up? Okay, that'd be great.
02:00
Speaker 2
You talked about that you did a reset on your router. How did you perform the reset sir? [silence] I see. Um if that's the case sir, you need to reconfigure your router and set it up again. because it might have been I mean since you did a reset on the router, it went back to its default settings. So for it to go online, you need to manually configure it again. Yeah, and set it up again. [silence] Um if you want sir, I can send you an email on how you can set it up. Um, but before that, let let me just.
02:00
Speaker 1
Okay. Larry ash ASH. Yes. L E a three five, one one at Yahoo.com. No LE a. Yeah, L E a three, five, won, one. Correct.
03:00
Speaker 2
for the last name that's double R okay. how about your email address okay. so that's L-A-E-[REDACTED_PAYMENT_DIGITS] at Yahoo.com oops. it's interchangeable but it's so that's principle three five one one okay. and how about your card number?
03:00
Speaker 1
Okay. It's 2911 m I is Mary 2c is Charlie Adam. a 00388. Sure. 29v11 m 2c a 00388. It sound like you said BA. It's CA Charlie Adam.
04:00
Speaker 2
I need a device serial number. I'm sorry, I wasn't able to catch that up. Um, could you repeat that again, please? Okay. Did I miss you repeat that, sir? It's three, I mean, 29V11M2DA00388. It's CA, sir.
04:00
Speaker 1
Charlie Adams.
05:00
Speaker 2
mind okay all right uh... let me just finish up the record here just bear with me
05:00
Speaker 1
Okay, so anytime you do a reset you have to reconfigure. [silence]
06:00
Speaker 2
Alright, sir, so, uh, I'll be sending you the email right after this call. Just give me at least three to five minutes. Um, well, technically, sir, since you did a hard reset when you restarted your mode, too.
06:00
Speaker 1
Okay, so if you, [silence] So if you just hit the reset, [silence] if you just hit it for a second, you don't have to do it, but if you hit it for 15 seconds, you have to do a reconfiguration. [silence] Is that the way it is? Okay. Okay. Cuz online on mine, they don't tell you that. Okay. [silence] Okay. [silence] All right. Okay. [silence]
07:00
Speaker 2
press and hold the reset button for at least 15 seconds. So it went back to its default settings. So you need to set it up again. Yes sir. That's a soft reset if you're just going to press the reset button. Okay. Okay. okay. No sir. I'll send you the the user guide for this uh router uh for your reference. And I'll provide you some uh configuration you need to perform in case they won't go online using the setup guide in the user guide. So yeah, just give me at least five minutes.
07:00
Speaker 1
Okay, well thanks for your help. You too. Bye.
08:00
Speaker 2
okay you're very much welcome and thank you for calling ********* good day sir all right bye for now
08:00