V2 Rubric Detail — 5754d09c-65fc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 01:16
Duration
9m 32s
Contact
Polo Celler
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133184
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
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Ticket subject: MR7320_Devices wired connected packet lost.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall61.2% (+5.2)

V2 Grader Summary

The agent provided factually correct troubleshooting steps and appropriately handled the out-of-warranty status by offering paid support and free guidance, including a direct-to-modem test. However, no resolution was achieved, and deeper diagnostics were not pursued. The interaction lacked strong empathy and clear timelines, but ownership was maintained. The issue remains unresolved.

V1 Case Analysis

Customer reports packet loss on a wired Comrex Bricklink 3 connected to a Linksys MR7320. Agent confirmed expired warranty, offered paid support, and provided generic self-help steps (firmware check, factory reset, direct modem test). Issue unresolved.

Troubleshooting Steps
  • Confirmed router LED is solid blue [05:00]
  • Verified other connected devices are not experiencing issues [06:00]
  • Confirmed firmware is up to date per customer [07:00]
  • Suggested factory reset and re-setup
  • Recommended connecting device directly to modem for isolation
  • Offered to email KB article on router optimization
Key Observations
  • Agent correctly identified MR7320 model from garbled customer input [03:00], demonstrating active listening.
  • Agent confirmed expired warranty based on system lookup, which aligns with KB guidance for out-of-warranty support path.
  • No basic diagnostics (power cycle, cable swap, ping test) were performed despite customer being technically capable and issue being time-sensitive for a live radio show.
  • Agent moved to paid support offer [07:00] before attempting any actionable troubleshooting steps, which is consistent with KB guidance for expired warranty but operationally weak without diagnostics.
  • Customer mentioned firmware was last updated in 2021 [08:00], implying outdated firmware, but agent did not challenge or recommend update despite KB guidance suggesting firmware updates for performance issues.
Positive Highlights
  • Correctly identified MR7320 model from garbled customer description [03:00].
  • Asked about other connected devices to isolate the issue to a single wired client [06:00], demonstrating logical troubleshooting intent.
  • Provided clear next-step suggestions: factory reset, direct modem test, and KB article email [08:00-09:00], which are valid self-help paths per KB.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting (power cycle, cable test, ping) before offering paid support, which is a protocol miss for expired warranty calls where self-help is the primary path.
  • Did not challenge or verify customer's claim that firmware is up to date, despite model (MR7320) likely requiring updates post-2021 per KB guidance on performance optimization.
  • Did not instruct customer to perform power cycle of modem and router, a standard first step for packet loss per KB.
  • Did not recommend or guide customer through a simple ping or traceroute test to isolate packet loss source.
  • Did not confirm physical Ethernet cable integrity or suggest cable swap, a common cause of wired packet loss.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the packet loss issue; only offered a paid support option and an article, with no confirmation of fix.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked if the customer rebooted the router and checked the LED status, and suggested testing the device directly to the modem — these are relevant diagnostic steps, though a full systematic test (e.g., speed test, logs) was not conducted.
R3 Met Correct resolution path conf 94%
Agent correctly identified the device was out of warranty and offered a documented paid support path, while still providing free troubleshooting steps (direct-to-modem test, factory reset), aligning with OOW best-effort standards.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent asked if other devices were affected and whether the router was rebooted, showing some diagnostic logic, but did not probe deeper into ISP-side testing or router configuration despite a specific wired performance issue.
T2 Partially Met Appropriate tools / resources used conf 91%
Agent did not use remote tools or access logs, but correctly recommended a direct-to-modem test — a valid diagnostic tool per KB guidance — which the customer could perform to isolate the issue.
T3 Met No misinformation conf 95%
All technical suggestions (firmware check, factory reset, direct-to-modem test) are factually correct and consistent with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected information and guided the interaction initially but shifted abruptly to paid support without setting clear expectations or managing the transition smoothly.
C2 Met Confirmed understanding conf 89%
Agent used plain language, confirmed understanding (e.g., 'Okay, understand'), and adapted to the customer’s technical level without excessive jargon.
Customer Ownership
O1 Met Ownership & empathy conf 92%
Agent owned the case throughout, did not transfer, and offered actionable steps (email guide, direct-to-modem test), fulfilling ownership despite the OOW status.
O2 Partially Met Proactive follow-through conf 89%
Agent provided next steps (send article, try reset, test to modem) but did not specify when the email would arrive or offer a callback, leaving timelines vague.
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 was performed and none was warranted — the issue was within L1 scope and the agent offered appropriate paths.
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 remained professional and polite but did not explicitly acknowledge the customer’s frustration or repeated efforts; empathy was minimal but not absent.
X2 Partially Met Tone & rapport conf 88%
Agent maintained a consistent pace and tone, though slightly scripted; customer remained engaged and agreed to try steps, indicating basic adaptation.
X3 Partially Met Overall experience conf 87%
Agent asked for serial number and email, which could have been in system, but reduced effort by offering an email guide and clear next steps the customer could follow independently.
Call Transcript20 turns · 20 lines
Speaker 1
I have a Linksys router and I'm using spectrum. Um, it's a spectrumVoomgateway, which sounds like a attack, but it's a little bit more secure, uh, little trojan that comes with each and every router. I'm not sure, uh, why it makes sense for me not to have a person's full privacy. And so I'm not sure why people would enable the basic gateway on every single network with a Linksys router, and so I'm trying to, um, how to eliminate Voomgateway. Yeah, that's the first part, but then there is another thing that I have access to the internet from two different numbers, uh, which is kind of weird. It's like a different area code, area code is 805 which is Thousand Oaks, and so somehow, somewhere, I have a Thousand Oaks IP address which shouldn't be possible because I'm not located there. I'm in the 818/800 region.
00:00
Speaker 2
Welcome to lynx IS 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.lynx IS.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. Hi, thank you for calling. My name is Raquel. How may I assist you today? Mhm.
00:00
Speaker 1
modem for my internet and all of a sudden I'm having like packet loss issues um with the device that I'm connecting through Ethernet. I just got off the phone with Spectrum. They said that my signal is perfect, uh that everything looks as it should and they're claiming that the issue has to be the router. [silence] So they told me to call you guys. [silence] Uh, yes, it's it's a device called the Comrex Bricklink 2, uh sorry, Bricklink 3. Um, and I I use it for a radio show that I do and I connect from here to to the radio network and they're telling me that they're seeing packet loss um happening and I'm sending an audio feed through there.
01:00
Speaker 2
Mm-hm. I see. Alright, thank you for all the information. May I know what device that is connected by ethernet into the lynxess router that's having packet loss?
01:00
Speaker 1
So, that's, like, causing a problem. [silence] Yeah. Yeah, I mean, I've been using it this way for two years and haven't had any issues. I thought it was Spectrum because they changed the they came into the neighborhood and did some type of upgrade, um, and and that changed my IPD address. And uh um, they came by yesterday and they checked on some things and and they said that everything's perfect now. Um, but today, doing the show, they they had some people complaining that we were still having the same problem happening. So, I'm trying to figure it out. All right. I think before that again and please reshare that. Yes. Uh, it's funny because I took a picture of that today. Um, okay.
02:00
Speaker 2
I see. Okay, thank you. And is this used to work fine before? Hmm. Okay. I see. All right, thank you for that again. And for me to address properly with your Linksys router, may I have its serial number found at the bottom?
02:00
Speaker 1
[silence] The model number is AM, [silence] is in Michael. Uh, is in Robert, 7320. Right. No, I believe that before. Sure. polo 5569 at hot mail.com . [silence]
03:00
Speaker 2
Mm-hmm. Mm-hmm. All right. Thank you. And let me check the the serial number, just for a moment. And at the bottom of the router may have also the model number. All right, so you have the mesh Wi-Fi router. And is this your first time calling Linksys? You may have your email address registered here before.
03:00
Speaker 1
correct. correct. Okay. correct. correct. Okay. 1, yes, Polo, P-O-L-L-O, last name the Esqueler ce. 210 833 1380. Correct. Yes, like the game of vert Phono. Okay.
04:00
Speaker 2
L 0556 9 at Hotmail.com all right. Let me check this email address. Okay. For a moment. It seems that it has not a record here, but no worries. I'll create one for you. May I have your first name and last name. all right. Thank you. And may I have your phone number? In case we get disconnected, I'll be able to call you back. all right. Thank you. And just want to make sure your email is nine tats L 0556 9. It has one letter L, right? Is it the okay. All right. Got it. And while my system is checking. Okay. All right. And while my system is checking, the hardware warranty in support of your Nexus route. Have you
04:00
Speaker 1
Yes I actually did it before the I actually did it before the show today just to to double check and uh unfortunately that didn't help right now the mic yeah Yes. Um I I can't tell for sure. Um because I'm I use two devices similar, like one's like an older model and and this one that I'm having issues in newer model. And the older one is how I connect to my host the the
05:00
Speaker 2
tried reboot like boot up the router and the modem I see got it and uh huh okay got it um right now the light in front of the router is it showing solid blue light okay got it and just to verify how about other device like connected to Wi-Fi is it experiencing the same issue or just this one it's connected wired [silence] [silence] [silence]
05:00
Speaker 1
this on the show and that one, as far as I can tell by listening, everything sounds fine. You know, it doesn't sound like we have any type of like drops or or audio, you know, issues there. Um, and they're they're within a few feet of each other. It's also on an ether cable. Um, so I don't know. My laptop that I use for the show that's connecteth cable. And as far as I can tell, like there are no issues going on there. Um, but I mean, I don't know if I would see anything if I'm doing like just regular browsing and stuff like that if I would notice packet loss, you know, when I'm doing something like that with a laptop. So, All right, thank you.
06:00
Speaker 2
All right. Thank you. And for that case, since this is the only device we're having issues with, it's connected wired to the router, what we can check is to optimize its settings to optimize its settings, like reset some.
06:00
Speaker 1
[silence] Uh no. Um and I've looked and I'm on the latest firmware cause the latest update or the last.
07:00
Speaker 2
Prioritizations that reset some settings, make sure the firmware on the router is up to date. And for that troubleshooting, Apollo, just to set your expectation going back to the hardware warranty of our linksys router, it used to have one-year hardware warranty and complimentary technical support upon double checking it here test already ended. And for our out of warranty devices, if you wish us to walk you through over you the phone to optimize your settings, we do have this paid service support for troubleshooting that will cost you $15, it's a non-refundable one-time session for one hour. And if we determine your device defective and we unable to resolve your issue, no refund or replacement will be given. Would you like to avail this paid support for troubleshooting?
07:00
Speaker 1
You're welcome. Last update came in like 2021, I believe. Um, so I I I don't feel like that would help me. Um, as far as like any of the other settings, I I don't know what other settings I could I could use differently. Okay. The center the center the side. comments.
08:00
Speaker 2
Okay understand huh. Okay. How about this we have another option. We can send you an article guide how to optimize some settings on your router to help improve the connection of your wired device. And you can follow this step and I'm going to send it to your email. You'll be receiving it 5 to 10 minutes. And also if in the event that it's still this same might be that you can try last resort is like you reset the router back to factory settings and set it up again. That's also another isolation if it's something to do with the router, if it's still the same [silence]
08:00
Speaker 1
O.K. I can try that. O.K. I'll give that a shot. Thank you.
09:00
Speaker 2
you can also try connecting like wired your this device directly to the modem and check if it does this same behavior that will be your uh probably next step all right all right and welcome this is once again Raquel, thank you for calling this is and have a wonderful day welcome, happy day.
09:00