V2 Rubric Detail — 5693c358-75af-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 00:45
Duration
12m 54s
Contact
Travis Talbott
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135583
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: MX4200 - unable to receive email on two phones

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall26.4% (-29.6)

V2 Grader Summary

The agent failed to resolve the email issue and provided technically inaccurate information by claiming the router cannot block traffic, which is contradicted by KB features like Parental Controls. No diagnostic tools were used, and the agent relied on a single, ineffective client-side step before ending the call without a resolution or escalation.

V1 Case Analysis

Customer unable to receive Spectrum email on phones when connected to MX4200C Wi-Fi. Agent advised forgetting/reconnecting Wi-Fi and testing email; issue persisted. No router-level diagnostics performed. Suggested contacting Spectrum. No escalation or follow-up scheduled.

Troubleshooting Steps
  • Instructed customer to forget the home Wi-Fi network on mobile devices.
  • Advised customer to reconnect to the Wi-Fi network.
  • Requested customer to close all running apps on the phone.
  • Asked customer to send a test email and check for receipt.
Key Observations
  • Agent did not investigate router settings (content filtering, DNS, parental controls) that could block specific email domains or ports.
  • No warranty or support eligibility discussion was conducted.
  • Troubleshooting focused solely on client-side fixes despite the issue potentially being router-configurable.
  • Call ended without a clear resolution, escalation, or follow-up plan.
  • Agent misheard customer's email domain as 'dryaddon.com' instead of 'triad.rr.com', which could have impacted test email delivery.
Positive Highlights
  • Polite greeting and clear identification of customer's name and model number.
  • Confirmed serial number with the customer.
  • Attempted to validate the issue by sending a test email.
Agent Errors / Gaps
  • Failed to collect or confirm warranty status and support eligibility.
  • Provided superficial troubleshooting (forget/reconnect Wi-Fi) without addressing potential router-level causes documented in the KB (e.g., content filtering, DNS, parental controls).
  • Did not access or check router settings that could block email traffic.
  • Misheard and incorrectly recorded customer's email address, risking failed test email delivery.
  • Did not offer a proper escalation path, schedule a callback, or provide KB articles for self-help.
  • Did not summarize next steps or confirm customer understanding before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer confirmed email still not received after all steps; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent initiated a diagnostic step (forget Wi-Fi network) but failed to progress to router-level checks (firewall, parental controls, DNS) or rule out ISP/app issues.
R3 Partially Met Correct resolution path conf 93%
Agent attempted a basic troubleshooting path (client-side fix) appropriate for a software/device issue, but did not assess product status or determine whether the issue was in-warranty/configurational, nor escalate when stuck.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to conduct a logical diagnostic process; despite customer stating issue affected multiple phones but not computer, agent jumped to device-specific 'forget network' step without asking if other devices were impacted or checking for router-level blocks.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (router admin interface, remote access, logs) were used despite the need to check parental controls or firewall settings; agent relied solely on customer description.
T3 Not Met No misinformation conf 98%
Agent stated 'our router does not block it's just a routing capability' and claimed the router is at a 'lower level' (physical/data) and 'totally not controlled'. This is contradicted by the KB (spnm_wireless_ui_guide.md and adjacent_smart_home_iot.md) which confirms routers have Parental Controls (Instant-Privacy) and MAC Filtering that can block specific traffic/devices.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained basic call control and guided the customer through one procedure, but gave unclear instructions (e.g., 'forget this network' without confirming understanding) and lost clarity in mid-call.
C2 Partially Met Confirmed understanding conf 91%
Agent used simple language and walked through a basic step, but failed to confirm comprehension when customer asked for repetition and did not adapt when confusion arose.
Customer Ownership
O1 Partially Met Ownership & empathy conf 93%
Agent stayed on the call and attempted a fix without transferring, showing ownership of the interaction, but did not commit to further action or follow-up when the fix failed.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up plan was provided after the troubleshooting failed; customer was left without direction.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or evident; this appears to be a first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Issue remained unresolved after minimal troubleshooting, and no escalation was made despite clear complexity beyond basic client-side fixes.
E2 Not Applicable Escalation prep & handoff conf 85%
No escalation occurred, but none was warranted yet due to incomplete L1 troubleshooting (e.g., checking router settings first).
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent remained polite and did not become impatient, but showed minimal empathy or acknowledgment of customer frustration with repeated email failures.
X2 Partially Met Tone & rapport conf 90%
Agent maintained a steady pace and completed one clear instruction, though the customer had to ask for repetition, indicating partial disengagement not fully addressed.
X3 Partially Met Overall experience conf 88%
Agent avoided unnecessary repetition of personal info and guided the customer through one streamlined step, but did not prevent re-explanation of the core issue later in the call.
Call Transcript26 turns · 26 lines
Speaker 1
Hello. My name is Travis Talbert.
00:00
Speaker 2
Welcome to Linksyst 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.Linksyst.com.
00:00
Speaker 1
yes, it's Travis, T-R-A-V-I-S, and my last name is Talbot, T-A-L-B-O-T-T. So, I have a, uh, Linksys, uh, mesh, uh, router system. It's, um, I have two, two nodes, um, it's a model, uh, model is MX4200C, and, um, it is blocking the, it's blocking my home email address. Like, I can't, like, email, my home email, like on my phone. Like, on my computer it'll go through, but on my phone,
01:00
Speaker 2
How can I help? What is the problem, Travis?
01:00
Speaker 1
And I can and it actually it does it to and it does it to my phone and my and my wife's phone both of us like it blocks our email on our mail app what's that it's blocking it it just won't receive emails it won't receive the emails. And so um so if
02:00
Speaker 2
that's weird our your computer um I have not seen any issue on this one our router does not block it's just a routing capability when it receives it sends or it does sometimes on the computer when you say it is black what does it says um okay um is Thank you.
02:00
Speaker 1
if I'm on Wi-Fi at home, I won't. I don't get the emails. I have to actually turn off my Wi-Fi at home and connect to a cell tower in order to get the emails. If I go if I take my phone to my work Wi-Fi, then my home emails will come through. I get Hotmail, I get Google mail, I get all kinds of mails, but I have a Spectrum uh email and and it for some reason, it's blocking that Spectrum email. It won't come through the router. Yes. Hang on. One second. One second, I'll put you on here, I can read it. Um, so my router serial number is um, 38, looks like a U10m34m0210 or 02 maybe. So would that be the correct Serial number if you have any other questions or information? Yes.
03:00
Speaker 2
Sure.
03:00
Speaker 1
803572. [silence] All right. [silence] I'm 8. 8. [silence] What's that? [silence] Oh yeah, yeah, the light on top? Yeah. No, it's uh, hang on. Uh I'll tell you what color it is. It's a light blue. Yeah. Oh yeah, no, it it it functions. It's great. I mean, I'm streaming. I mean, I'm doing all kinds of things with it right now. I mean, streaming live TV, kids are playing video games.
04:00
Speaker 2
Let's see. All right. Tell me what the color the light on the router of your MX4 200, is there a light on the top of the router, tell me what is? Yes, what is there? Light blue, so meaning it is on.
04:00
Speaker 1
it works fine but it's just blocking that email that email from spectrum I was thinking there was someplace I could put in a a a domain or something or where it wouldn't wouldn't block that or you know it must be blocking like the.stmp or something I don't know okay all right what's that
05:00
Speaker 2
it that blocked the S-MTH is on the network level or on the application layer your router is on the in the lower level so the data and the physical so totally not controlled let me see let me find a way when you are connected to the when you are connected to the can you try on your phone the one that is blocking can you select the Wi-Fi and forget this network and try to reconnect just just check if on the phone that is let's say it is blocking you mentioned that one
05:00
Speaker 1
yeah it's blocking my phone and my wife's phone. it's blocking our email, period, from our mail app. it's not a device specific. Yeah. disable cellular data on the one that's it's blocking both mine and my wife's like it's not device specific. yeah hang on hang on. uh i gotta find so your fingerprint. cellular cellular cellular turn off okay. yep. yep. [silence]
06:00
Speaker 2
You are connected to the wine. Okay. Okay. On your phone, in your phone, can you disable the cellular data? The one that is blocking? Yeah. That's all right. We'll just try one more. All right. Now you go to the Wi-Fi, wireless. If you find your Wi-Fi, select forget this network. Wait six seconds. You should find and select your Wi-Fi network and your password. Okay, now try to connect once more.
06:00
Speaker 1
You want me to disconnect the Wi-Fi? I'm. I can't understand. I'm going to turn my TV down. I can't understand you. Hang on one second. It's going to turn this down. All right, go ahead. One more time. What do you want me. What do you want me to do? So, I've turned off cellular data. Yep. Hang on. Hang on. what going. Go to wireless. like the Wi-Fi setting on my phone. Okay. I see it. Yep. I selected it. And then what? Forget this network?
07:00
Speaker 2
and the second thing you go to the wireless, select that Wi-Fi and then, when you select the Wi-Fi, there is [noise] and select your connected Wi-Fi, your Wi-Fi name. and then, there's an option for you to forget this network. You see that option?
07:00
Speaker 1
Okay. And then you want me to go wait five seconds? And then, yep, I did it. Okay. Okay. I'm gonna try to reconnect now. Okay. Okay, I just reconnected. Do you want me to send myself a... it? Yeah. Those. All applications on my phone, okay? Okay. Howzit. It's a D is in delta, and then my
08:00
Speaker 2
Mmm. Done? Six seconds. And then try to reconnect. Reconnect. All right. can you close all close? Not yet. Not yet. Close all running applications from the phone. Mm-mm. Can you give me the email address? Let me send an email to you. Let's see if it can receive. What's your email address?
08:00
Speaker 1
my last name is T is in Tango, A is in alpha, L is in Lima, B is in Bravo, O is in Oscar, T is in tango, T is in tango, E is in Echo, at, and it's tria, T-R-I-A-D, D is in Delta, D-R-R, DOT COM. So it reads DTalbotts@triad.rar.com. Yep. Yep. Two T's at the end of my last name. Yes, one second. I will uh yep. um, I can send my, [silence]
09:00
Speaker 2
mhm ... at dryaddon.com. All right. mhm Can you check if you can receive email?
09:00
Speaker 1
myself an email to, all right, so I just sent it to my home email address. and it wouldn't let us do either actually. If all my emails fail, they won't send or receive. yeah, I sent the email and I'm logging into on the computer. I'm logging into my spectrum account, my email account and it is listed on my computer already. So I know it went to the server, but it's not on my [silence]
10:00
Speaker 2
Yeah, go ahead. [silence] And you can send, right? [silence] You just cannot receive. [silence] Successfully sent? No. [silence] I did send, but you haven't received it. [silence]
10:00
Speaker 1
So, I'm not on my phone. Now if I turn off my Wi-Fi, I'm going to turn my Wi-Fi off version. What's that? Oh, I turned off the oh it still won't even come through then. All right. What's my Wi-Fi what? What? It's it's Boulder? No, my Wi-Fi name is not Boulder.
11:00
Speaker 2
okay. you're able to see because we turn off the cellular data. no no no no no no no no. so your Wi-Fi is called Boulder underscore HM, you mentioned that Boulder, right? that's your Wi-Fi name. Your Wi-Fi name is Boulder underscore HM, is that correct? is that your Wi-Fi name? Oh, sorry. What is your Wi-Fi name?
11:00
Speaker 1
I'm up, too. No, it's an Xbox, yeah. No, it's an Xbox router. Yeah, and the computer is not blocking the website, yeah. No, I go, I log in through spectrum. Yeah, and it still doesn't work. I'm still going to have to contact customer support. [silence]
12:00
Speaker 2
Is this the Linksys or is this from the spectrum? Okay. Only on specific home, right? But on the computer, you can send and receive email. On your phone right now.
12:00