V2 Rubric Detail — 54fe2f86-6aa3-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 23:21
Duration
25m 34s
Contact
Jeff Boychuk
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133849
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: MR2000_ Setting up the router

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall43.7% (-12.3)

V2 Grader Summary

The agent correctly identified device capabilities and maintained ownership but failed to provide required best-effort troubleshooting for out-of-warranty devices, instead deferring to paid service and proof of purchase. No technical resolution was achieved, and customer effort was increased unnecessarily. All technical information provided was accurate, and no escalation was needed.

V1 Case Analysis

Customer wants to use MR2000 as primary router and add MR8300 as mesh node. Agent identified MR2000 as Wi-Fi 6 and MR8300 as Wi-Fi 5, advised resetting MR8300 before adding as child node. Both devices were stated as out of warranty; paid support ($15) offered. Ticket LPL 00133849 created. Callback promised but not guaranteed. Customer's MR2000 was purchased yesterday, contradicting warranty status.

Troubleshooting Steps
  • Identified MR2000 as Wi-Fi 6 and MR8300 as Wi-Fi 5 (correct per KB).
  • Suggested MR2000 be used as the parent node (correct).
  • Advised resetting MR8300 before adding it as a child node (correct per KB: universal_mesh_full_rebuild.md, Section C).
Key Observations
  • Agent correctly identified MR2000 as Wi-Fi 6 and MR8300 as Wi-Fi 5 (accurate per KB).
  • Agent advised resetting the MR8300 before adding it as a child node (correct per KB: universal_mesh_full_rebuild.md, Section C).
  • Agent declared both devices out of warranty at [16:00] despite customer stating the MR2000 was purchased yesterday [16:00], which contradicts KB guidance to verify warranty via proof of purchase.
  • Agent misgendered the customer (used 'ma'am' for Jeff Boychuk) multiple times [16:00, 17:00, 23:00], which is a communication failure.
  • Agent promised a callback but could not guarantee it [24:00], leaving the customer without a firm next step.
  • Hold time was approximately 4 minutes [08:00–12:00], which is excessive for a simple model comparison and mesh setup query.
Positive Highlights
  • Correctly identified the MR2000 as the higher-spec (Wi-Fi 6) model and the MR8300 as Wi-Fi 5 (accurate per KB).
  • Advised resetting the MR8300 before adding it as a child node (aligns with KB guidance in universal_mesh_full_rebuild.md, Section C).
  • Collected full contact details and created a ticket (LPL 00133849).
  • Provided a clear price for the optional paid-support service ($15).
  • Sent an email with the ticket number and instructions for proof of purchase.
Agent Errors / Gaps
  • Declared devices out of warranty without verification, despite customer stating the MR2000 was purchased yesterday (contradicts KB guidance).
  • Did not walk the customer through the reset and mesh-node addition process, despite it being a standard procedure documented in KB.
  • Misgendered the customer (used 'ma'am' for a male caller) multiple times.
  • Promised a callback but could not guarantee it, creating false expectations.
  • Excessive hold time (4 minutes) for a non-complex issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue; instead, directed customer to paid service and proof of purchase without completing setup or confirming resolution.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (e.g., reset, placement advice, signal test) were performed; agent skipped to warranty check and paid support.
R3 Not Met Correct resolution path conf 94%
Agent refused free support solely due to OOW status without attempting best-effort troubleshooting (reset, mesh setup, placement guidance) as required by policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified weak signal and model numbers but did not ask diagnostic questions about placement, firmware, or network topology to determine root cause.
T2 Met Appropriate tools / resources used conf 97%
No tools were required for this scenario; agent used available info (model/serial) appropriately to assess product status and capabilities.
T3 Met No misinformation conf 98%
All technical facts provided were correct: MR2000 is Wi-Fi 6, MR8300 is Wi-Fi 5, reset required before adding as child node.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent placed on hold and apologized but failed to set initial expectations or control timeline (e.g., 'I can't promise I'll call back').
C2 Partially Met Confirmed understanding conf 89%
Agent used formal tone and misgendered caller ('ma'am'), but otherwise communicated clearly and adapted to customer’s dual-caller situation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, sent email, provided ticket number, and did not transfer unnecessarily.
O2 Partially Met Proactive follow-through conf 91%
Agent provided next steps (send proof, expect email, ticket number) but no concrete timeline for resolution or callback.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; agent handled within scope despite OOW status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite and apologized for hold but did not acknowledge customer frustration about poor signal or setup difficulty.
X2 Partially Met Tone & rapport conf 88%
Agent maintained formal tone but adjusted to include both callers (Jeff and Michelle) and allowed customer to lead conversation.
X3 Not Met Overall experience conf 96%
Customer was forced to send proof of purchase, wait for email, and call back—adding avoidable steps instead of receiving immediate guidance.
Call Transcript39 turns · 41 lines
Speaker 2
Welcome to links 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 1 now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
[silence] Hey Carla. I have two of your routers and I want to know which one is more powerful. I have ... I do want them to be ... I want to run, you know, for downloads and for when I want to stream stuff. [silence] So I have ... um, no, for reliability and other things like that. So I have, this one and this one. Can you let me know which one is better? [silence] Thank you.
01:00
Speaker 2
silence
01:00
Speaker 1
model number of each. So first one is MR 2000 and serial number is 50U1015C00113. The other one, I'm sorry? The other one, yes. model number is an MR 8300 V 1.1 and the serial number is 29 V.
02:00
Speaker 2
Yes, model number and serial number. Okay. How about the other one? Yes, the other one. Mm-hmm.
02:00
Speaker 1
8-0-2-7-1-6. We're using, we're, we're using the second one that I gave you the MR8300V one point one and it doesn't seem to be traveling very far. So we're wondering if we hook up the other one if it's better. 8300 MR8300V1.1. Kojiko. That's right. The color of the light.
03:00
Speaker 2
OK. I want to. with. the device that you're using right now. sir? as. a. main. node. again, what's the device that you're using right now? the. Okay. Okay, who's your internet service provider? Okay. you're calling from Canada, sir? Okay. and what is the color of the light on this 8300.
03:00
Speaker 1
Turn it over. It's blue. It's a blue... Circle. And And like a room that's almost next one Up over and above it, it's can barely get any internet. It's crazy Like we have it in our office on the first floor. And like I say, if you go straight up and over 20 feet, that's like our bedroom And there's you know, the internet is really slow there.
04:00
Speaker 2
Yes. Okay. Um-huh. Yes. Okay. Okay, so, let me just complete your record. Can I have your phone number?
04:00
Speaker 1
My number. So my, if there's a number associated with it, it's likely my wife's. But my number that I'm calling from is 905 703 1557. Jeff, last name Boychuk. B-O-Y-C-H-U-K. Probably under Jeff, J-E-F-F, and and Michelle, M-I-C-H-E-L-L-E, at cogeco.com.
05:00
Speaker 2
Okay. How about your first name and last name? And how about your email address? Okay, thank you. All right. Um, so right now, the node that you are using as the main router is the MAR-83.
05:00
Speaker 1
Correct. Mm-hmm. Yep. So, my wife wants to before she does anything, find out which one is more powerful, and then she also would like to, um, and she's more technical than me. I can get her on the line. She just wanted to start, start off by knowing which one is more powerful for the main one and see if you could have another one, you know, use basically both routers, you know, to help the signal.
06:00
Speaker 2
hundred correct you're having problem with the on this day signal okay and you set up the to a thousand as one of the um chart nodes okay let me just check okay
06:00
Speaker 1
It's like if one could sort of shoot a signal to the other one that's, you know, a little further away and then that one could shoot a signal, it might solve the problem, you know? [silence]
07:00
Speaker 2
Okay. So I'm going to just place on hold for three to five minutes. Let me just verify this. I'll be back. Okay. Thank you. [silence] [music] Hello, sir. Yeah, thank you so much for patiently waiting. I'm so sorry for the hold.
08:00
Speaker 1
about three three four days so the 8300 is the only one that's hooked up and it's our main node it's the only one hooked up we don't have the other one hooked up yet we wanted to call first so the
13:00
Speaker 2
You've been using the 8300 as your parent node for how long, sir? Like, you've been using this...and so you switch connection? Like, you use the MR1 first as your main...uh, as the parent node and the MR 8300 as a child node. Okay. Okay, because actually, um, the MR 2000 is much higher uh, with the MR 8300 because the MR2000 is already on a Wi-Fi 6 mesh router, while the 8300, it's still on 105.5, okay?
13:00
Speaker 1
2000. Is stronger. Okay. So. So we should definitely, my wife is here, her name is Michelle, she just walked in. So the 2000, the one we do not have hooked up is much stronger than the.
14:00
Speaker 2
yes. and but if like for example if you switch node like you want to make the um md-2000 as your parent node and wants to use the mr-00 as a child node. um the devices that connects to the child node to the mr-00 will only get the speed from the 0300. okay? not getting whatever it's offered on the mr-2000. since the um it is a backward compatibility. but um-huh. [silence] mm. [silence]
14:00
Speaker 1
the 8 300 which we do have hooked up now we want to put the 8 300 like further down our house our house is uh like sprawling it's big so h how do we do that it I have the app I have to disconnect this one so to get a piece of paper and then I want to add this one that's stronger down here and then put the weaker one upper on the second floor. Okay. Like a mesh node like uh yes.
15:00
Speaker 2
Mm-hmm. uh-m-hm. Uh-m-hm. Yes? Uh-m-hm. Um, yes, you will like, um, set it up as a mesh node. Like, um, you can make the MR2000 as the parent node and then set up the MR8300 as a, a child node, yes, but you need to reset first the MR8300 before adding it as a, um, child node. I think [silence] very good I think. [silence].
15:00
Speaker 1
And you'll help me do that with the app? [silence] I just bought this one yesterday. [silence] The one from Amazon Amazon. Yes
16:00
Speaker 2
You know, the MR8300 is set up first as a pyramid node. So you must need to reset that for you to set it up as a child mode. Okay. So here's the thing, ma'am, before we can like, proceed with any, uh, chair bleeting here, uh, I checked the, um, serial number of your two linksies, um, node, the MR2000, and the MR8300. Both routers, ma'am, when we checked the serial number, this router is, um, like already out of warranty, and complimentary phone support is no longer available. Okay. Okay. Um, where did you bought it, ma'am? Okay. Do you still have both routers? You bought it yesterday? [silence]
16:00
Speaker 1
the the newer one, the the the 2000, I bought yesterday, I don't know when, so can you help me with it? What does that mean? Thank you.
17:00
Speaker 2
And how about the MR 8300? I can help you with the MR 2000, ma'am, but adding the MR 8300 to the network for us to assist you with that, wanting to add it to the network, you need to select for our outside of warranty options. Okay?
17:00
Speaker 1
And you can help us at - what time do you work till? Could you call us back will I get that thing in like 10 minutes? Um the phone number. Yes, so can you call me back in 10 minutes? What does that mean like?
18:00
Speaker 2
[KEEP_UNCERTAIN] Copy of, uh, um send, to send you an email, and then please do a screenshot of the purchase order, or the proof of purchase, so that we can validate the warranty. Okay? [silence] Okay. [silence] Let me just double check, ma'am, since you are open, uh, you are, um, calling from um Canada. [silence] Okay, for Canada ma'am, we're open 8:00 a.m. to 11:00 p.m. Eastern. [silence] Um, ma'am I could not, um, promise if I can call you back because I might be able to, um, receive a call after we end our call. [silence]
18:00
Speaker 1
So if we call back, would we get, did we get, you or just anybody? [silence] Do you have the email? Do you know our email? That's right. Yes, can you do this? Do we need to be back? I ought to do this. We have to keep longer. Do you have your phone? It's being used. OK, can I... Can you send the email and then I... because I have to do one other thing really quickly. And then we'll call you back. And will the ticket number... that email.
19:00
Speaker 2
Yes, I'm going to send you an email for a moment. Mhm. Um, the email that I have on the record is under Jeff and Michelle @cojeco.ca [silence] Okay.
20:00
Speaker 1
It seems colder.
21:00
Speaker 2
Yes, yes, on the email. It also shows the ticket number. Okay. So I already sent you an email. Okay. So please do check. Um, no, just um... Yes, I already, um, documented everything, ma'am, that we just need the, um, proof of purchase of the MR for 2000, just to validate the warranty, since on our record, our system shows our warranty. So we need to validate it through the proof of purchase. Okay, so that we can provide you free technical assistance with that. And then for your 8,300, you don't know how long you had this? With which one, ma'am?
21:00
Speaker 1
Yeah, I just sent you the proof of purchase. [silence] Already had the X-ray. [silence] When did I get an X-ray?
22:00
Speaker 2
DMR 2000. Let me just validate it. Hold on.
22:00
Speaker 1
[silence] What extra, baby? No. Okay. Okay. Yeah. So I want to add, I have to add the other ones. Yeah, could you access?
23:00
Speaker 2
Alright ma'am, I received the um, the proof of purchase of the MR2000, okay? So, we can um, assist you setting up this MR2000 to be as the main node or to be the parent node. But for the um, MR MR8300 ma'am, the only way that we can provide you is um, through our paid connect service or we can send you an email instruction on how to add this MR 8300 to the network. Okay? [silence]
23:00
Speaker 1
How much is it. Okay. I'll pay for that. Um, could you call me back in 10 minutes, please? I beg of you. As soon if you call me back. Maybe 80. As soon as you end your next call, call me back. Maybe 8 minutes. Okay. Bye.
24:00
Speaker 2
Just $15, ma'am. Okay, um I'll try it, ma'am. If I don't, uh if I can't call you back within that time, you can, um give us a call. okay? And I'm sorry, ma'am. Um, I could not promise with you that ma'am of how long I'm going to finish my next call. But you can uh, I'll give you a ticket number, ma'am. If I can't call you back, you give us a call, give this ticket number. Everything is um, uh documented. The next technician will just proceed setting up the MR 2000. [silence]
24:00
Speaker 1
okay and the ticket number is okay thank you thank you thank you so much bye bye [silence]
25:00
Speaker 2
Okay. The ticket number is the LPL 00133849. Okay, but in any case, I don't have a call after 10 minutes. I'll call you back. But after 10 minutes, if you didn't receive a call from me, just give us a call, okay? You're welcome. So thank you for calling LPL. This is Carla. Bye for now. [silence]
25:00