V2 Rubric Detail — 64e7ab36-6b3c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 17:37
Duration
6m 43s
Contact
Harper
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133942
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp2.14/5
Overall17.3% (-16.7)

V2 Grader Summary

The agent failed to resolve or meaningfully troubleshoot the blinking red light issue, offering only a single generic step without diagnostic follow-up. No ownership, next steps, or escalation occurred, leaving the customer without a path forward. Despite polite communication, the lack of technical progress results in an Unresolved outcome.

V1 Case Analysis

Customer reports MR8300 (MR8300V1.1, S/N 2929E-11M28B01176) blinking red with no Wi-Fi. Agent suggested cable reseat only. No LED interpretation, reset, or hardware diagnostics performed. Issue unresolved.

Troubleshooting Steps
  • Asked if router was connected to modem
  • Instructed customer to unplug and re-plug the cable (unspecified)
Key Observations
  • Agent ignored the red blinking LED, which per KB (universal_hardware_issues.md) indicates a critical hardware or WAN connection issue requiring factory reset or hardware check.
  • No proper troubleshooting sequence was followed — skipped power cycle, modem check, web interface access, and LED interpretation.
  • Call ended without any closure path (no escalation, self-help article, callback, or warranty discussion).
  • Customer confirmed Ethernet cable was not connected to any device, yet agent did not clarify or verify cable functionality.
Positive Highlights
  • Collected model and serial number from the customer at [03:00].
  • Confirmed ISP (Frontier) at [05:00].
Agent Errors / Gaps
  • Failed to interpret the red blinking LED per KB guidance (universal_hardware_issues.md), which explicitly states red blinking indicates a hardware/WAN issue requiring factory reset or hardware check.
  • Provided vague instruction ('unplug the cable') without specifying whether it was power or Ethernet, violating KB clarity standards.
  • Did not perform basic WAN diagnostics: no modem status check, no Ethernet cable verification, no direct modem connection test.
  • Did not offer any resolution path (e.g., factory reset, replacement, or escalation) despite clear hardware symptom.
  • Did not provide self-help resources (e.g., KB article on LED meanings) or set a follow-up action.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still has blinking red light and no resolution path (reset, RMA, configuration fix) was provided or attempted.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only instructed a power cycle and asked for model/serial; skipped essential steps like checking WAN connection, LED meaning, or factory reset.
R3 Not Met Correct resolution path conf 96%
No warranty check performed, no determination of in-warranty vs out-of-warranty, and no appropriate path (troubleshooting, RMA, or education) offered.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms systematically, failed to ask diagnostic questions about WAN port, LED pattern, or prior setup, and did not isolate root cause.
T2 Not Met Appropriate tools / resources used conf 96%
No use of tools: did not guide customer to test modem connection, check router web UI, or verify internet via direct Ethernet — all necessary for red light diagnosis.
T3 Partially Met No misinformation conf 94%
Power cycle instruction is correct, but agent failed to provide accurate next steps (e.g., factory reset, check WAN) that are required for red light issues.
Communication
C1 Not Met Clear & professional language conf 96%
No call framing, no plan outlined, no control during silence; agent jumped between topics without transitions.
C2 Met Confirmed understanding conf 93%
Used simple terms like 'unplug the cable' and addressed customer respectfully as 'sir'; avoided technical jargon.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; no commitment made, no follow-up offered, and case was effectively abandoned.
O2 Not Met Proactive follow-through conf 97%
No next steps defined; customer was left without guidance on what to do after power cycle failed.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation performed and minimal troubleshooting means escalation was not yet warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No acknowledgment of customer’s frustration with inherited equipment or red light issue; interaction remained transactional.
X2 Met Tone & rapport conf 93%
Maintained polite tone throughout, used consistent address ('sir'), and paced speech accessibly.
X3 Partially Met Overall experience conf 94%
Asked customer to repeat serial number despite prior partial read; created avoidable repetition.
Call Transcript14 turns · 14 lines
Speaker 1
Welcome to more your welcome. Hi, how are you? Good. I've just moved into a property and found a Linksys, uh looks like Mesh
00:00
Speaker 2
welcome to Linksys 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 one now please have your device's 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 Hello, thank you for calling Linksys technical support, Mrs. Charm. How can I assist you today? I'm good, sir. Thank you so much for asking.
00:00
Speaker 1
oh um- excuse me. It looks like a mesh, uh like router and it seems like there are certain things that I had unplugged it 'cause I got different wi-fi set up, um, but it seems like there are certain things that the previous owner was using on it. Like the lights and whatever. I'm just trying to figure out if I need this and if so, how to get it turned back on. 'Cause right now I've plugged it in and it's just blinking a red light on top. Excuse me. It's connected to the internet source and it's connected to the wall. [silence] It seems.
01:00
Speaker 2
Yes sir. alright, banking, right, um, is it connected to the modem, sir? um, is it connected to the internet source? yes. uh, i see, right, how long did you plug it in, sir? this router already? is it...
01:00
Speaker 1
Yeah, it's been over an hour. Uh, unplug the cable, you said? M. the cable, like the power or the internet? Got it. So just unplug it and plug that back in. Oh, thanks.
02:00
Speaker 2
all righty, an hour ago. Could you? okay, sir. Can you unplug the cable. her and then plug it back in? Please. Yes. Unplug the cable and then plug back in. Let's try to check that, that internet. First, yes, thanks.
02:00
Speaker 1
Right. I just unplugged it and plugged it back in. Yes. Hold on a second. Um I'm here. The model number is M R eight three zero zero V one dot one. And the serial number is two nine V one one M two eight B O one one seven six.
03:00
Speaker 2
And also, sir, kindly tell me what's the model number and the serial number of this Linksys router. [silence] All right. How about the serial number? I know.
03:00
Speaker 1
2929E-11M28B01176. [silence] 1176.
04:00
Speaker 2
To confirm the serial number is 2 9 V as in victor 11 Mary 28, Bravo 0116, is this correct? 01176. Thank you so much for correcting me, sir. And do you know who is your Internet service provider or who the Internet service provider?
04:00
Speaker 1
Oh yeah, frontier? Yeah. [silence] it's blinking red.
05:00
Speaker 2
the writer and that one. Is that area front here. thank you so much for providing me all this information sir. Can you tell me what's the light status of this router? is it blinking red. And can you confirm sir if that cable or that Internet source is it working, is there any Internet coming from that cable. Do you [silence]
05:00
Speaker 1
Yeah, I don't believe that there is Wi-Fi coming from the the um the plug. It just seems to be plugged into the power. The The Ethernet cable doesn't seem to be plugged into anything. So I'm not sure what the previous owners were doing with it. Uh no. It's okay. I'll figure it out. I appreciate the help though.
06:00
Speaker 2
do you have any laptops or computers you've wired do you have any laptops or or computer that you can wire that cable directly thank you so much also sir
06:00