V2 Rubric Detail — 5bdb76dc-7f17-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 00:02
Duration
81m 26s
Contact
425-286-7120
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

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). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall80.3% (+32.3)

V2 Grader Summary

The agent conducted a logical and tool-appropriate troubleshooting sequence (DNS change, power cycle, wired test) that temporarily resolved the issue, demonstrating ownership and correct technical execution. While full resolution was not achieved, the outcome qualifies as partial due to meaningful progress. Customer experience and communication were adequate but not empathetic or highly adaptive, though not failing to the level of auto-zero.

V1 Case Analysis

MR8300 Wi-Fi DNS issue – changed to Google DNS via Linksys app, power-cycled router; Wi-Fi briefly restored, issue recurred. Advised to monitor and call back with case #LTC013710.

Troubleshooting Steps
  • Verified wired Ethernet connection works directly to ISP.
  • Changed DNS settings to Google DNS (8.8.8.8/8.8.4.4) via Linksys app.
  • Power-cycled the router and observed LED status.
  • Monitored Wi-Fi connectivity after changes.
Key Observations
  • Agent incorrectly stated the router was connected to a modem (transcript [67:00], [69:00], [71:00]), despite customer clarifying direct Ethernet from ISP.
  • DNS change to Google DNS (8.8.8.8/8.8.4.4) via Linksys app is a valid troubleshooting step per KB for connectivity issues (universal_speed_below_plan.md).
  • Power-cycle instruction and LED observation are standard troubleshooting steps.
  • Agent did not verify firmware version or auto-update status, missing a critical step per universal_firmware_update.md.
  • No paid-support or replacement path offered despite out-of-warranty status, violating support protocol.
  • Long silences and lack of clear summarization reduced efficiency and clarity.
Positive Highlights
  • Collected essential customer information including model, serial, phone, email, and case number (transcript [58:00]–[62:00]).
  • Successfully accessed the Linksys app and changed DNS settings to Google DNS (8.8.8.8/8.8.4.4) as a valid troubleshooting step (transcript [64:00]–[65:00]).
  • Performed a power cycle of the router and monitored LED status, which temporarily restored Wi-Fi connectivity (transcript [70:00]–[78:00]).
  • Provided a case reference number (LTC013710) for future follow-up, ensuring continuity (transcript [80:00]).
Agent Errors / Gaps
  • Mischaracterized network topology: repeatedly claimed the router was connected to a modem when customer explicitly stated it was connected directly to an Ethernet port from Google WebPass ([67:00], [69:00], [71:00]).
  • Failed to verify firmware version or auto-update status, which is a required step per universal_firmware_update.md.
  • Did not offer any self-help path, paid-support option, or escalation path despite the device being out of warranty, violating support eligibility protocol.
  • Provided no concrete next step beyond 'call back if it happens again,' leaving the customer without actionable guidance.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent changed DNS and power-cycled router, temporarily restoring connectivity, but issue recurred during call and customer was told to call back if it fails again.
R2 Met Diagnostic thoroughness conf 90%
Agent performed DNS change, verified wired connection bypassing router, power-cycled device, and used Linksys app to access settings — logical sequence advancing diagnosis despite OOW status.
R3 Met Correct resolution path conf 95%
Agent acknowledged router is out-of-warranty/end-of-life but proceeded with best-effort troubleshooting (DNS change, power cycle), aligning with policy to assist OOW customers.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (selective app/site blocking over Wi-Fi), tested wired vs. Wi-Fi, changed DNS, and verified results — logical diagnostic process focused on network layer.
T2 Met Appropriate tools / resources used conf 95%
Agent used Linksys app to access DNS settings and instructed power cycle — appropriate tools for issue; no need for remote logs or advanced diagnostics given scenario.
T3 Met No misinformation conf 90%
DNS change to Google DNS (8.8.8.8/8.8.4.4) is valid troubleshooting step; power cycle and wired test are correct — no materially incorrect technical advice given.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent guided call through steps but had long silences, repeated prompts, and failed to set initial expectations or manage transitions clearly.
C2 Partially Met Confirmed understanding conf 85%
Agent used understandable language but did not adapt tone or confirm understanding; some jargon ('DNS') introduced without explanation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, created a case, and provided a reference number — demonstrated full ownership.
O2 Partially Met Proactive follow-through conf 85%
Agent set next step (call back if issue recurs) and provided case number, but no timeline or proactive follow-up commitment was made.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation needed — issue was within L1 scope (configuration troubleshooting), router is OOW, and agent made appropriate decision to continue support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not express empathy initially, but remained patient and solution-focused; no discourtesy, though acknowledgment of frustration was minimal.
X2 Partially Met Tone & rapport conf 85%
Agent maintained engagement through troubleshooting steps but used a flat, repetitive tone without adjusting to customer’s growing confusion.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, performed actions via app guidance, and minimized steps — customer only needed to change DNS and power cycle.
Call Transcript46 turns · 48 lines
Speaker 2
[silence] Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. 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. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at Linksys.com or our chat support to serve a live chat. We apologize for the delay, and we'll be with you as soon as possible.
00:00
Speaker 1
Hi. Uh, yeah, so I've been having some internet issues. Um, I called the ISP and they said it's most likely the router that's causing the issues. Uh, I use Google WebPass. WebPass, yeah. [silence] Hi. Uh, yeah, so I've been having some internet issues. Um, I called the ISP and Ium, Arey, um, I use Google WebPass.
57:00
Speaker 2
Thank you for calling mixed. This is Ruby. How can I assist you? Who is the ISP? That's actually internet service provider. Google WebPass
57:00
Speaker 1
yes. I don't really know what the model number is, but I do have the serial number. Uh, Oh, I do have the model number. it's on the back as well. Um, the model number is MR8300V1.1. The serial number is 29VV11M2. A 18469. [silence]
58:00
Speaker 2
Is that the web W E B and then path like P A S S Okay, so this is the ISP. And what is the model number of the Linksys router? Okay, yeah. What is the serial number? Uh-huh Uh-huh Uh-huh Uh-huh Uh-huh Uh-huh Uh-huh So it's two nine Victor
58:00
Speaker 1
Uh no no no uh it's uh at the the four last numbers is 8 4 6 9. Yes. Uh MRA 300 yes v1.1 Yeah so my issue it's a strange issue um so i can still connect to the internet i can watch YouTube um connect to certain sites but it won't connect to say Reddit it won't connect to uh Steam like outside applications it won't connect to my Slack.
59:00
Speaker 2
one one Mike two, alpha, alpha, one eight four six eight, four six eight nine, eight four six nine. OK. eight four six nine. And this is the MR eight three hundred.uh and like the router stops working suddenly the wi-fi stops workingmm-hmm... [silence]
59:00
Speaker 1
[ ] apps have been working, okay? Basically like background applications that won't connect, too. Uhuh. yes. [silence] it was working fine yesterday and then when I called up my ISP, they had me disconnect from my router and connect directly to the ethernet cable and worked fine there as well. yes. For some reason, it was totally fine yesterday and then for some reason, when I went to go onto my desktop, it just decided not to do that. And uh, it's happening on my other devices as well through Wi-Fi. [ ] I'm sorry.
60:00
Speaker 2
So the Wi-Fi is working. Only that some of the application is not working. It was working fine before. So so like it stops. Just one day just stops right away. You cannot access it. Oh, so what website is that, sir? What website? [silence]
60:00
Speaker 1
One of the websites that I usually visit and I can't seem to visit anymore is uh Reddit.com. And then uh the applications I can't seem to connect to is like Steam, uh the game service and then uh what is it uh Slack for uh my work and Discord. Yeah, cuz I never had an issue until today. [silence]
61:00
Speaker 2
[silence] Okay, so well let's see because it based also on the serial number that this router is out of warranty, it belongs to the end of life, but let's see, okay? Let's see what we can do here. Are this, sir, this is your first time calling for coordinacy? Okay, how about this one? Since this is your first time, allow me first to gather some of your information to create your case on the system. So let's start right away with your phone number in case we get cut off. Then
61:00
Speaker 1
Yeah. 425-286-7120. Kynoa, K-A-I-N-O-A. Lee, L-E-E. It's going to be my last name and my first name, so kynoalee@hotmail.com.
62:00
Speaker 2
425 286 7120 first name okay so that's Kai t alpha India Nancy Oscar alpha the last name is okay and how about your email okay the knoa at hotmail.com okay and so Wi-Fi is working only that some of the website is not accessible okay do you have laptop or iPad that we can use to access the browser
62:00
Speaker 1
I do have my, my phone that I'm using too. I could use my phone if that's an issue. I do have the application on my phone. Uh it's Android. It's the Google Pixel. Okay. Um okay, it's opened. Yeah. It says that my Wi-Fi is offline though, but it's showing that it's connected. It is.
63:00
Speaker 2
Oh, a work laptop, it might be restricted. But we can try, if there's no other device. I think, let's see. Do you have the Linksys application in your phone? Okay, make sure, is it Android? Is it iPhone? Okay, okay. So, make sure it's connected to your Wi-Fi. And then open the Linksys application. Okay, you're able to log into the Linksys app. Make sure that the wi-fi is on on your phone. Did you log in using the router password?
63:00
Speaker 1
I believe so, because it just took me directly to my dashboard. local network settings? OK. [silence] Yeah. I had the same. Well, I did, but I scrolled up to the top right corner of my screen, and there's a dropdown that says, like, now I'm signed in should always stay signed in check the dropdown and I saw that was clear cookies and site data. And there was a pop up underneath that said, after allowing blubs this site will immediately redirect or refresh you may need to sign in here again, so that option didn't go away. [silence] Hmm. So you're saying, you had to you had to clear the cookies and then sign in again.
64:00
Speaker 2
Okay, good, let's see, hold on, just give me a minute. Can you go to, sir, click the menu bar that's the three lines right there, and then click on, okay, hold on, so once you click the three lines then click on network, not the network administration, but click on the advanced settings, and then local network settings, yes, and then you can see right there DNS,
64:00
Speaker 1
Yeah, it's set to auto. Okay. Yes. OK, uh, it's blank right now. Okay. OK. Yes. OK, it's done. All right, and then restart their wi-fi. OK, and it's restarted. I think that's the Google DNS, right? Okay. Yeah, it's Google web pass. It's like their other service besides fiber, apparently. Yeah, apparently it's like local to Washington Seattle. They don't have fiber. They have web pass. [silence]
65:00
Speaker 2
Thank you. So just let's wait till it's done. Yeah, default that's the default. And then, so again, your internet service provider is google web. Uh huh. Hmm, okay. For big WebPass. We already bit quarterback.
66:00
Speaker 1
Okay. It said successfully saved and the internet rebooted. Let me check a bit. It's a solid red. [silence] Um, for some, uh, when I called, [silence] when I got web pass, they said to just connect the router directly to the ethernet port. [silence] Yeah. Apparently that's just how Google's, uh, service works. So you don't need a modem.
67:00
Speaker 2
OK, let's just wait for a while. Because we just change the DNS right there. This router is connected to a modem. It works right away.
67:00
Speaker 1
Yeah, it was completely fine yesterday and then today it just decided to do all this. Uh, webpass I've been using for uh, almost a year now, and then this router I've been probably using for around four or five years. Uh, hya, it's still red. But it's saying it was blue errm, um, a little bit earlier but then I was like trying out some stuff with it and then it turned red. Uh, but what's it called? Uh, it looks like it still has an internet connection though, strangely. Um, like my PC can still connect to like YouTube right now,
68:00
Speaker 2
But it was working fine before. It's all working clear on the Wi-Fi. And how long have you been using this Google web pass and this router? Okay. So the light indicator is on red on the router. It was blue earlier because, uh huh.
68:00
Speaker 1
No, they, they, they apparently don't use modems. This is connected directly to the ethernet port. Yeah, like to the apartment, there's like the ethernet port that's on the apartment where the internet service gets connected to. Basically, they just skip the modem and go directly to the router. Yeah, it's still red. And, and yeah, apparently, yeah, it looks like I can't connect to YouTube now, but I can still use Google. [silence]
69:00
Speaker 2
but this router is connected to a modem, you have a modem from Google Web Pass? To where is this connected? Yeah, of course the cable is connected on the internet port, internet port at the back of the router and the other end of the cable is connected to like an Ethernet port. Light still are red right now. power cycle the router. turn it off and on. Thank you, sir. Just there's a power switch at the bottom. Thank you, sir. Power it off, then you can power it back on right away. Thank you, sir. Okay, light indicator is blinking. So let's just wait there.
69:00
Speaker 1
My desktop is high wired, oh like to the ethernet port of my like uh my home? Let me check. Um, yeah, it's still blinking. Yeah, we, I did that earlier with my is ISP with Google. We connected my desktop straight to the uh ethernet port and uh they worked fine. [silence]
71:00
Speaker 2
And then, if in case, okay, you lost the connection, sir, we can like, isolate the right, the issue right away. Like hardwired, hardwired your laptop, straight to that ethernet port. Yes, you can remove the router, disconnect the router from that ethernet port, then wire your laptop. Instead, that is to know the, um, if the Wi-Fi is working or not. But right now, the light indicator, still blinking. Okay, let's just wait. Then. Mhm.
71:00
Speaker 1
Okay, it stopped blinking. I turned back to solid red. I can just put my computer, my desktop into it, because there's an Ethernet cord already on it. Give me one second.
72:00
Speaker 2
uh huh. uh huh. so can we check the Ethernet port sir? just to see because it will take us in circles, it will do troubleshooting the router, but the source of the internet is not working. so what device can we hard wire straight to that Ethernet port? okay. okay.
72:00
Speaker 1
Okay, I plugged my desktop into the ethernet port and yeah, I unplugged the router from the ethernet port and I just put my desktop in there. Looks like YouTube's opening up. [silence]
73:00
Speaker 2
It should be on the same port the same port where the router is connected, so you really need to remove the router. Thank you sir. Okay. Okay perfect. Okay and try to access a browser or a website.
73:00
Speaker 1
Yeah. Yeah, I can access, uh, some websites, yeah. Uh, with it. Let's see. Uh, yeah. Discord is open and working now. Yes, it looks like it is. Yeah. Oh, okay. Well, it was working for a second and then it decided not to. One second. Silence.
74:00
Speaker 2
OK. Is it working? Can you go online? Access the Slack, Discord, and then readit.com, the one that you cannot access via Wi-Fi. So, everything is working while you are to the Ethernet port. [silence] OK. You can go offline now.
74:00
Speaker 1
Oh. I'm getting the Google IP DNS servers. Is that what you're asking for? [silence] On the DNS servers?
75:00
Speaker 2
can you get uh the ip, like, the ip address, there on your, can you check what's the IP that's showing on your laptop?Tell me. uh no, not on the link-sys application, while your laptop is wired to that, uh, ethernet port. It should be the IP that you're, getting from the laptop. Oh, what, uh, what's the IP? Uh, yeah, what's the IP that you're getting on your laptop, sir?
75:00
Speaker 1
No. The IPV four address is 136.. 38.. to four.. 0. And then the DNS servers are the Google ones, the 8. 8. 8.. and then 8. 8.. 4.. 4.
76:00
Speaker 2
Yeah, what's the number? So it's 136 point two seven D. 38. 240. Okay. Can you try to access eBrowser again play a video on YouTube?
76:00
Speaker 1
Yes. This flight is fine. Yeah. Oh, wait. Okay, I reconnected the router to the ethernet port.
77:00
Speaker 2
Make sure to power off the Wi-Fi on your laptop. It's working. Okay. Then re-connect the router back to the Ethernet port. [silence]
77:00
Speaker 1
okay yeah it's blinking red right now so we'll wait a second no it it quickly just did solid red hello um oh it changed to solid blue [ silence ] oh
78:00
Speaker 2
Okay and let's wait for the light indicator. Let's see. [silence] Yeah, so, I will just be silent for a moment. Okay, just give me a minute. [silence] Yes. Hi, sir. Thank you for patiently waiting. So the light now is light indicator. Not that good. Okay, good. Can we test the Wi-Fi and the call?
78:00
Speaker 1
it's connecting now, but this is, this is what's been happening too is I've been, when I was playing around with it, I would like, cycle the power and uh, get it to reconnect, and then it would work for a bit, and then it would go back to the same thing. Yeah right. [silence] It's working, but uh, it's uh, after a bit, it just, when I've done this before, it worked and then it just went back to not working.
79:00
Speaker 2
that, but now, um, um, um, um, can we, if you're testing, can, okay, let's just observe this one, because right now, it's working. So, serve, for example, observe this, one first, because it's working right now, we cannot do anything.
79:00
Speaker 1
Yeah, it's, um, I can, yeah, I can do that. I'll just see if it works out, but yeah, right when it stops working, I'll give another call then. Uh, let me get a notepad really quick. Okay. What's the case number? Okay. So I have lingo, tango sorry, lingo, tango dally 00 3219. Okay. Oops, I think it's Dali 09. Sorry. Okay.
80:00
Speaker 2
it's working right now.it's accessible.so once it's not working can you l like give us a call right away so we can d like reset reconfigure on the router.is that okay with you? yes, sure then i'll give you your case number so you have a reference.sorry when you call us back just simply present this case number so you're ready for this one? okay so it's all in capital letter lts like lima tango charlie delta 013710[silence]
80:00
Speaker 1
Okay. All right. Thank you. You too.
81:00