V2 Rubric Detail — 569cfa84-7f25-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 01:42
Duration
74m 29s
Contact
425-286-7120
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#TE00137005
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300 - Unable to access some webites
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication2.50/5
Ownership3.57/5
Escalation5.00/5
Customer Exp0.00/5
Overall45.1% (+19.1)

V2 Grader Summary

The agent performed a partial troubleshooting sequence (Ethernet test, factory reset, app setup) but did not fully verify the root cause or check firmware/DNS settings. The issue remained unresolved, leading to a proper escalation with a clear callback promise. While ownership and escalation were handled well, empathy, communication clarity, and case continuity were lacking.

V1 Case Analysis

Customer (Kai, case LTS 0013 7005) reports intermittent Wi-Fi blocking specific sites (Reddit) after ~20 minutes; wired works. Agent performed incorrect reset procedures (30s hold followed by 5-press method), reinstalled Linksys app, but issue persisted. Escalated to Level-2 with callback promised. No model/serial/warranty collected. Issue not resolved.

Troubleshooting Steps
  • Confirmed wired Ethernet works; identified router model as MR8300.
  • Incorrectly instructed factory reset: first a 30-second hold, then a 5-press method (contradicts KB guidance).
  • Directed customer to uninstall and reinstall Linksys app and complete setup with new Wi-Fi and router password.
  • Attempted speed test via app; customer confirmed issue persisted.
Key Observations
  • Agent gave contradictory and incorrect reset instructions: first a 30-second hold [56:00], then a 5-press method [59:00], which is for node pairing, not resetting the MR8300. This directly contradicts the KB (universal_factory_reset.md).
  • No model, serial number, or warranty information was collected despite the call involving hardware troubleshooting.
  • Agent engaged in unprofessional, off-topic remarks about smell and money laundering [67:00], severely violating communication standards.
  • Agent did not verify whether Wi-Fi internet access was restored after reset and setup [72:00].
  • Escalation to Level-2 was the only valid next step, but only after chaotic and inaccurate troubleshooting.
Positive Highlights
  • Identified the router model (MR8300) from customer statement [48:00].
  • Recognized that the issue persisted and escalated to the appropriate advanced team [72:00].
  • Offered a specific callback timeframe for follow-up [73:00].
Agent Errors / Gaps
  • Failed to obtain product model/serial number and warranty status early in the call, despite the call involving hardware troubleshooting.
  • Provided incorrect reset procedure: instructed a 30-second hold followed by a 5-press method, which is a pairing function for mesh nodes, not a reset for the MR8300. This directly contradicts the KB (universal_factory_reset.md).
  • Did not confirm whether the Wi-Fi issue was resolved after the reset and app setup.
  • Engaged in unprofessional, off-topic conversation about smell and money laundering [67:00], which is a severe communication violation.
  • Did not summarize next steps clearly until the very end and failed to maintain call control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer confirmed after full setup that websites like Reddit remain blocked; issue not resolved during call.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent guided factory reset and app reinstallation but skipped verification of firmware version, auto-update status, and failed to interpret ping results despite instructing the test.
R3 Met Correct resolution path conf 95%
Agent pursued troubleshooting (reset, re-setup), then escalated after failure — appropriate path for persistent software/config issue on in-warranty device (MR8300). Did not dismiss due to warranty or OOW status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Identified symptom (selective website blocking) and confirmed issue persists with direct Ethernet, ruling out router-only problem. However, did not ask about firmware, DNS settings, or ISP-level filtering beyond basic confirmation.
T2 Not Met Appropriate tools / resources used conf 90%
Instructed customer to run 'ping reddit.com -t' but did not receive or interpret results; relied solely on customer's verbal report of 'can't find host'. Failed to use available tools (e.g., remote diagnostics, firmware check via app) that could confirm DNS or connectivity state.
T3 Not Met No misinformation conf 97%
MR8300 does not have a 'solid magenta' light state; KB states valid states are solid blue (ready) or solid red (error). Additionally, the agent instructed the '5-press' method during a factory reset attempt; per universal_mesh_node_management.md, the 5-press method is for pairing child nodes, not for factory resetting the parent router.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the call moving but had long silences, repeated instructions, and did not clearly set expectations at the start.
C2 Partially Met Confirmed understanding conf 85%
Agent used some technical language and did not consistently check the customer’s understanding; explanations were occasionally vague.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, performed reset steps, and arranged a Level‑2 callback rather than transferring immediately.
O2 Met Proactive follow-through conf 95%
Agent told the customer a Level‑2 agent will call 'by tomorrow' and confirmed a specific time window (around 3 PM PST).
O3 Not Met Closure confirmation conf 95%
Customer provided case number LTS 0013 7005 and mentioned prior interaction, but agent did not reference any previous troubleshooting or notes, re-asking basic questions as if new contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent decided to escalate after the reset failed, which is a valid trigger (issue unresolved after reasonable troubleshooting).
E2 Met Escalation prep & handoff conf 95%
Agent communicated that the issue would be passed to the advanced team and that a callback would occur the next day, providing a clear next‑step and timeline.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered minimal empathy (‘I’m sorry, I didn’t mean bad’) and never acknowledged the customer’s frustration or repeated effort.
X2 Not Met Tone & rapport conf 90%
Agent’s tone remained scripted and did not adapt to the customer’s confused or frustrated state; no tone‑matching or pacing adjustments observed.
X3 Not Met Overall experience conf 90%
Customer was asked to reinstall the app, repeat reset steps, and re‑enter passwords multiple times, creating unnecessary effort.
Call Transcript43 turns · 54 lines
Speaker 2
d welcome to [silence] support. To ensure quality service, your call may be monitored. [silence] Certain products [silence] will be supported, while end of support products will have self-help options available. [silence] Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] We are currently experiencing higher than normal call volume, which may result to a longer wait time. [silence] We appreciate your patience. [silence] You can also visit our website at linksys.com or our chat support to serve a live chat. [silence] We apologize for the delay and will be with you as soon as possible. [silence]
00:00
Speaker 1
[silence] I did it like three months, go man. Shut my fucking up. [silence] I want to I want to Hi, Nathan. My name is Kai. I have a case number. I was working on something before. Uh, hold on one second. Okay. It's a LTS 0013 7005.
26:00
Speaker 2
Yes, Nita. Who am I speaking with? Silence. Okay. Silence.
37:00
Speaker 1
Yeah, no problem. Uh, I'm sorry. Yes, no problem. Um, so we, when I was on the phone earlier, um, I forgot who was helping me, but we we managed to resolve it for like a little bit. Um, I told her before that this has happened, um, earlier today when I was trying some stuff out with the router. Uh, it'll connect again for a bit and then it'll do the same thing. It won't let me connect to my background applications or to certain websites.
38:00
Speaker 2
All right. You can access some of the, that to read the case. The same problem right now? Is this the same problem? What is the website again that you mentioned? It is.
38:00
Speaker 1
The one that I know for sure that I won't access is Reddit. Cause I what I've noticed with routers um is if I disconnect it from the ethernet port to from the uh apartment, uh and then I wait for a little bit and I reconnect it, it'll work for like maybe 20 minutes and then it'll cause the same issues.
39:00
Speaker 2
mhm. hmm. mhm. hmm. mhm. Let it.
39:00
Speaker 1
I don't have any it was working, everything was working just fine. I didn't put any firewalls or anything up or or anything like that. It just all of a sudden won't let me connect to certain applications and like again certain websites um for some reason. It just it just all of a sudden happened today. Uh yeah, I believe so. The version 1.1. Okay. Okay, thank you. [silence]
40:00
Speaker 2
can you your outer is eight mr without understanding what is really causing the problem this will just come back let me go to the lab I'll be back.
40:00
Speaker 1
Yes hello. Yes. I do, yes. Uh, I use both.
47:00
Speaker 2
Hi. Sorry to keep you waiting. Uh, cannot hide. All right. I'm good. Now here's what I checked. The router itself doesn't block any website. You already changed the DNS, so there's no issue with the DNS. You mentioned that you are in an apartment complex, right? Do you have control on the router? Uh, and then, how about the modem? Do you have control on the modem?
47:00
Speaker 1
Webpass, and they don't use a modem. They connect the router straight to the, the Ethernet port. Uh, yes. I, no, no, I don't. If I connect my desktop straight to the Ethernet port, it works fine. [silence] Uh, hopefully you've already done that. The only thing you have to do is um rules. Okay, so the web style air option.
48:00
Speaker 2
if you connect directly to the Ethernet port, do you have this kind of problem? with you remove the MR8300. Linksys, how about that? Hmm. have you tried configuring your Linksys as access point so that all the routing and all the control will be connected to to the main one and all you have is just access to the internet? in that way. It's just another one option. if you're not comfortable with that one, it's okay. Okay. [silence]
48:00
Speaker 1
0. Oh, the command prompt: Okay. How do I ping using the command prompt?
49:00
Speaker 2
the second option, we may need to observe it, because this had happened just recently. open a command line, black screen, and then ping the router, yeah? and then continuously ping example. ping reddit.com minus T so that it will be connected. when it disconnects, meaning it cannot see that IP address, [silence] and then it goes back again, [silence] but it will just tell you that it is not accessible or it's not ... active. [silence] [silence] I don't know. open a command line in the command prompt, C-M-D-E, Charlie-Mary-Delta, and then uh... do you have the IP address of Reddit? and then minus t minus t [silence] yes space space minus t [silence] do you have a D?
49:00
Speaker 1
[silence] yeah it's just telling me to please check the name and try again [ silence] and that it can it can't find the the host [ humor ].
51:00
Speaker 2
Yes. Fine. No. Legal. I'm sorry, I didn't mean bad. I wish I could see you. I'm sorry, I didn't mean bad. Okay. Right. Say goodbye. Let me.
51:00
Speaker 1
Hi. [silence] Ah. Yeah. Okay, um, we can try re-factory resetting it for now, seeing if it does anything and then Maybe you can find another solution in the meantime. The name and Wi-Fi password? Let me grab those. Should be on my Linksys app. I'm going to grab it. I haven't had to log into my internet in a while. Let's see.
54:00
Speaker 2
Sure sure, good. Let's do the factory. Reset then. You remember your Wi-Fi name and Wi-Fi password that because we need to restore that one, right. Yeah, you remember that because we gonna need that later. All right, can you open the Wi-Fi settings app to that you can. Okay, good, now, let's do a factory reset. Then, now, I need you to push the reset button and hold it for 30, 30 seconds.
55:00
Speaker 1
Okay, turned back on a light turn solid blue. I'm assuming it's just gonna reset up. [silence] I've logged out right before it turned blue. [silence] Sounds like you're, like, damn, I don't know, because I'm in. It's uh, it's blinking blue. So I'm assuming it's setting up.
57:00
Speaker 2
How's it going? Tell me the color of the light on your MRR. Solid. Wait until solid magenta.
58:00
Speaker 1
Um, um, it's not solid red. Uh, I would say the darker color red. Yeah, it's a solid color. Okay, just a second. Alright. 5 times, okay. Okay. I need my pencil. Okay. [silence] Um, page...
59:00
Speaker 2
Is it light red or magenta red? Can you solid now right? Can you press and release? Do not hold. Press and release the reset button. Do it one press per second and repeat 5 times. Press and release one press per second 5 times.
59:00
Speaker 1
Okay, I pressed it five times. It turned into, like, a... it's blinking. It's, like, an orangish color. Okay. I'm sorry, say that one more time. I'm near the router. What's the default Wi-Fi name? Yeah. Do you want me to read out loud? The name, set up Wi-Fi name, _linksys setup 676. Oh. It's solid blue right now.
60:00
Speaker 2
Good, good blinking. Wait until it became blue. Tell me what is the default Wi-Fi name default Wi-Fi name underneath the router? Yes. Blinks are set up. Six seven six. Okay. That's it. Now, tell me the color of the light.
60:00
Speaker 1
Okay, let's see. Oh, it already connected to linksys setup 676. Okay, so close linksys app. open it up. Okay, it's asking me to complete the setup. Just keep going from there. Okay, so close the app. Do you you want me you said reinstall the app? Okay, uh, let me do that. [silence]
61:00
Speaker 2
All right. On your mobile phone, that has a links to, to, yes app. Can you try to find if you can see the Wi-Fi name? LinkSys setup 676. Try to connect to that one. All right. Run the links to app. The links to app is open. Close it, start run that app. Close it. Can you uninstall the links to app? A close app, and then start from the very beginning. Yeah, if possible. Uninstall and reinstall.
61:00
Speaker 1
I'm installing the Linus app now. Okay, I'm installing the Linus app again. Sorry, it's taking a bit. My [inaudible] cell coverage is not good. install right installed [silence] All right, installed. I'm going to open it up again. Okay. expresses. that again. Yes. Um. the. I'll try logging in. Now. use the router password, I guess. Oh. It just says terms and conditions. Conditions agree or disagree? Okay. Allow links to find the Bluetooth. I allow that. Okay. Okay. Um, plug it into the wall. Okay, I'm working. Good. Make sure everything that's finished starting up. Okay, it says, it's connected. Okay. It's telling me to name my Wi-Fi. Do I just name it the previous? Okay. And then I'll do the same password. I am almost done, making sure everything is finished starting up and it is solid.
62:00
Speaker 2
Agree and then do not get the router setting. Run the installation from the very beginning. Go ahead. And do not sign in using email address. If you can see the option to sign in using the router, select that one. Go ahead, continue. It's along the way. All right. Yes, you can use the same old Wi-Fi name.
65:00
Speaker 1
OK, now it's asked me to log in with the email address, but you said to not do that. OK, yeah, I skipped it. And then create your router password. OK. OK, I'll create a new router password. I'll just use this one, I guess. The password can't have the same character twice. OK, cool. Let me figure out another password then. Okay. So configuring my Wi-Fi. Yeah. I'm still here. It's configuring right now said it's going to take a minute. Uh allow suggested Wi-Fi networks linked services, device control features. Um let's see here. From Android. Okay. How does your house smell? What about indoors? Does it smell like a dog? What about outside? How does outside smell? [sounds like singing]. Other people don't smell them. [sounds like singing]. How do you smell other people's dogs? Okay. Don't play. Hmm? Apparently. Yes. Yes. Yes. No. Sometimes like that's why we can rent houses sometimes like when we change the locks. Yes. Yes. Yes. Yes. Yes. They need to be changed at least once a like it's about money laundering. Money laundering? suggested networks device may connect automatically, is that always allow that? OK. OK. it said my Wi-Fi was created. now it's connect to your new Wi-Fi. Go to your phone settings and connect to the Wi-Fi. Once connect, return to this app and press next. OK, so I'll I'll just connect there. Let's see. Do I do I connect to the one that says via Linksys or the one that doesn't say that? It's telling me to connect to the Wi-Fi name that I just created and using the password I just created. And then, but there's, okay.
66:00
Speaker 2
Yes. Yes. Huh. Again. Can you repeat? Yeah, that one. Yes. No, no. There two passwords at TG key.
68:00
Speaker 1
I think. Uh-huh. Okay, the Wi-Fi one, not the Linux one, got it. Okay. Says connect to my phone, hit next, okay. Okay, now let's connect to your new Wi-Fi. Okay, I did that, next. Okay, now it's saying it's looking for my child node but I don't have any. Okay, it's looking for my child node but I don't have any. Okay, it says your network router sync.
69:00
Speaker 2
the first one was the Wi-Fi and the second is the router password. Connect to the Wi-Fi and the Wi-Fi password. Go to that one. [silence] It will just give you a false positive error and then it will continue. Sorry.
69:00
Speaker 1
S next. Uh, send diagnostic data to Linksys, I'll do that. Okay. Oh Oh, it says my... my internet I uh my Wi-Fi is ready to connect your devices to it. Uh Oh, that's sending. It saying it's grabbing my router settings. Okay, I'm on the dashboard now. Check speed. Speed check. Okay. Um, and then do router to internet, right? Okay. Oh Oh, okay. It's doing it right now. Uh
70:00
Speaker 2
Next one. Next go to dashboard. All right. Tell me the speed on the upper left side of the screen. 3 bars, drop down, find and save speed. Yes, router. Router to internet.
70:00
Speaker 1
to me to try to try doing it again. nope no no it says it's not it's not showing it's just just keeps saying try running it again. But I'm looking at my computer and it looks like it's connected. Uh, let me, let me go on my computer real quick. because, yeah. It's strange. Let me check, because, does my computer have it?
71:00
Speaker 2
[silence] Do you have internet? Yes, you have internet. You have internet, because successful installation, it should prompt that. That's funny.
71:00
Speaker 1
My computer says it's connected. Let me... Can I go over to this website? Yeah, my on my computer is working. Let's see. [silence] Ah, no, it looks like it's still blocked. Yeah, looks like it's still blocked. Uh, that's unfortunate.
72:00
Speaker 2
Can you check if we can reset the website. It's still black. Silence Okay. Silence Let me escalate this one to our advance team. Silence Everybody can take a five minute break. Silence I'll try to understand what went wrong. Silence While I'm working on this issue, you can all stretch and relax. Silence All right. Silence Let me make sure there's no user error, then I'll pass it over to our team. Silence Might take more than five shush. Silence.
72:00
Speaker 1
yeah, I'm not, I'm not sure what is wrong, to be honest. Um, I saw, I looked, yeah, I looked up zoom. Mm. okay. Yeah. Okay, yeah. Um, I'm usually home uh, by around three p.m. PST. Yeah. Pacific.
73:00
Speaker 2
So that we can research this one. This is something's wrong all right guys. That's okay. It's okay. It's also good on the side because if the problem is in the router, then we will be able to fix it. And then if it's not the router, then we will know how to handle cases like this in the future. So beneficial for for us whether it is our router issue or non router issue. Okay. Will that be okay? Okay. Let me escalate this one, but it is already 10:00-11:00 o'clock. Our agents. Level two agents already. They will give you a call by tomorrow. Will that be okay? Thank you. Pacific.
73:00
Speaker 1
specific time. Yes. Okay, thank you so much. Yeah. All right. Thank you so much. I appreciate it. You do. Bye. Yeah.
74:00
Speaker 2
okay. three B and three SD. Awesome. Awesome. All right? Then you will give a call by. Sorry, guy, I wasn't able to fix this one but at least we will escalate this to level two, so they can take a look at this one. Right then. Have a nice day, have a good day and bye-bye.
74:00