V2 Rubric Detail — 66b4bdf8-608a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 02:58
Duration
27m 35s
Contact
Kelly Romero
Issue Type
Hardware Fault
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00132360
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300_Router is solid blue but SSID is not broadcasting.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (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
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp2.50/5
Overall48.2% (+16.2)

V2 Grader Summary

The agent demonstrated ownership and used appropriate tools but failed to resolve the issue due to technical inaccuracies and incomplete troubleshooting. Critical errors included misstating reset LED behavior and recommending non-existent or incorrect models, preventing resolution. While OOW best-effort was followed, no clear next steps were set, resulting in an ownership gap.

V1 Case Analysis

Router (MRA-A300-V) shows solid blue LED, no Wi-Fi broadcast or admin access. Agent misidentified model, performed incorrect reset/recovery steps, used invalid URL (systinfo.cgi), mishandled payment data, and declared hardware defect. Offered $15 paid support and suggested unrelated replacements (LN1600, MX6200 Netgear). No resolution achieved.

Troubleshooting Steps
  • Pressed reset button for >10 seconds [03:00]
  • Performed five-cycle unplug/replug recovery procedure [16:00–18:00]
  • Connected laptop via Ethernet and ran ipconfig [13:00–15:00]
  • Attempted to access https://192.168.1.1/systinfo.cgi [23:00]
  • Checked for Wi-Fi SSID on laptop [21:00]
Key Observations
  • Agent misidentified model (MR8300 vs MRA-A300-V) despite customer stating correct label [02:00].
  • Used invalid admin URL https://192.168.1.1/systinfo.cgi not documented in KB for any model [23:00].
  • Payment card details were spoken on-record without confirmation of recording pause [07:00], indicating PCI compliance risk.
  • Agent suggested MX6200 Netgear, a non-Linksys product, showing poor product knowledge [26:00].
  • No confirmation of Ethernet cable integrity or LAN port LED activity during troubleshooting.
Positive Highlights
  • Agent collected serial number and attempted to verify warranty status [01:00, 04:00].
  • Agent guided customer through ipconfig to check network interface status [13:00–15:00], a valid diagnostic step.
  • Agent attempted wired connection troubleshooting via Ethernet [12:00], aligning with standard isolation process.
Agent Errors / Gaps
  • Incorrect model identification — recorded MR8300 instead of MRA-A300-V [02:00].
  • Provided invalid recovery URL — https://192.168.1.1/systinfo.cgi is not a valid Linksys admin or diagnostics page [23:00].
  • Misdescribed reset behavior — claimed normal reset should show blinking red light, which is not standard for this model family.
  • Recommended non-Linksys product (MX6200 Netgear) as a replacement option [26:00].
  • Failed to verify physical layer — did not confirm Ethernet cable functionality or LAN port lighting.
  • Allowed payment card number to be spoken on-record without confirming recording was paused [07:00], violating PCI DSS and support protocol.
  • Performed unvalidated recovery loops — five unplug/replug cycles without observing expected behavior changes.
  • Did not cite or send any KB article or self-help resource after paid support offer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the router is defective and advised purchasing a new one without resolving the issue or offering a replacement; the customer's connectivity problem remained unfixed.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent performed recovery power cycles and used ipconfig to check connectivity, but skipped critical steps like verifying the WAN cable, modem status, or performing a correct factory reset per KB.
R3 Met Correct resolution path conf 95%
For an out-of-warranty device, agent offered paid support, attempted troubleshooting, and ultimately advised replacement — aligning with OOW best-effort expectations rather than dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified solid blue LED and no Wi-Fi broadcast, but failed to ask about modem status, WAN connection, or prior changes; root cause not logically narrowed beyond 'defective'.
T2 Met Appropriate tools / resources used conf 96%
Agent appropriately used command prompt (ipconfig), attempted browser access to 192.168.1.1, and observed LED behavior — tools matched the scenario and were applied correctly.
T3 Not Met No misinformation conf 97%
Agent claimed reset should show blinking red then solid blue (incorrect per KB: should flash red and turn off); recommended non-Linksys model MX6200 Netgear and incorrect Linksys model LN1600 as Wi-Fi 7.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic call flow and guided through steps, but allowed long silences, lacked clear agenda framing, and failed to summarize or manage transitions effectively.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but did not confirm understanding, adapt to customer confusion, or adjust pace; some technical instructions were unclear (e.g., 'systinfo.cgi').
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case throughout, offered paid support, performed troubleshooting, and did not transfer or abandon the customer.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timeline, or follow-up commitment were provided; call ended with a product recommendation only.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the OOW status and attempted troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent expressed sympathy ('I'm sorry to know what happened') but did not acknowledge repeated effort or frustration specifically.
X2 Partially Met Tone & rapport conf 87%
Agent stayed on task but used a rigid, scripted tone; failed to adjust to customer’s confusion or engagement level, though continued guiding through steps.
X3 Partially Met Overall experience conf 82%
Customer repeated steps and endured silences, but agent did streamline some actions (e.g., guiding ipconfig, recovery cycle) rather than requiring full restarts.
Call Transcript52 turns · 52 lines
Speaker 1
Hi, my name's Kelly. The reason why I'm calling is because my Wi-Fi router, it stopped working today. It's still showing a blue light. I tried resetting it and it's still not popping up, like on my TV, on my phone.
00:00
Speaker 2
welcome to Lynx 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. For out of warranty 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. I Thank you for calling, this, my name is Raquel, how may I assist you today?
00:00
Speaker 1
It's not popping up at all. I tried doing the steps that it was saying online and still nothing. The light is still blue, but nothing is popping up on my, on my end to be able to click it and connect. Yes. It is 29 V as in Victor, 11 M as in Michael, 26 C as in cat, 00232.
01:00
Speaker 2
I see. Thank you for all the details. I'm sorry to know what happened. So, right now, based on what you've mentioned, it's solid blue. So, it should be working online, but the Wi-Fi is not broadcasting. For me to be able to address that, may have the serial number of your Linksys router found at the bottom. Mhm. All right, let me make sure I got it correctly. That's two nine V for Victor one one M for Mary two six C for Charlie zero zero two three two.
01:00
Speaker 1
Yes. Yes. Well, where should I find that? Sorry. Oh, it says M. Yeah, for the model number, it says MRA-A300-V 1.1. Kelly Romero? Yes.
02:00
Speaker 2
Hi, thank you. And is this your first time calling Linksys? Let me create a record here. And just to verify, the model number is showing at the bottom of the router. Is that MR8300. Have my, Romeo 8300. And it should be at the bottom. All right, thank you. Let me have your first name and last name please. All right, thank you. Kelly, is this K-E-Y-1-1. Oh, right. Also, I have your email address.
02:00
Speaker 1
yes, it is, it is Michael , Michael, ERO ERO K20@yahoo.com, yeah. It is 714 471 nine, nine, seven one. Correct. Yes. I pressed there for 10 seconds. [silence]
03:00
Speaker 2
All right. 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. All right. Thank you so much. And while my system is checking the hardware warranty of your LynxSys node, or Linksys router, you've mentioned that you have tried some steps, you tried already like unplug the router and plug it back into the power first, right? Did you also try pressing the reset button at the back of the router? How long did you press the reset?
03:00
Speaker 1
And nothing, I pressed it longer than 10 seconds. Nothing.
04:00
Speaker 2
I see. Understand. Today it shows that your router showing a hardware defect because it's just remains solid blue and it's Wi-Fi, it's not broadcasting that here's the thing going back to the warranty of our Linksys route upon double checking it here, it's hardware warranty and support ended last January 29, 2024. If you wish us to further troubleshoot the Linksys router because we still have other work around so we could try and fix it like connecting a computer to it or perform some recovery reset procedure if you wish us to troubleshoot that kind of thing for our out of warranty devices, we do have a paid supports service via the phone that's amounting to $15. That's a troubleshooting session of about one hour. If you could allow us that paid support service device, we have to first ask your permission before going to that service. Okay?
04:00
Speaker 1
It's, it's 1515. Yeah, I'm willing to pay for that.
05:00
Speaker 2
Okay
05:00
Speaker 1
So the thing is, where we live, everybody uses the same Wi-Fi, so I don't even know what type of Wi-Fi they use.
06:00
Speaker 2
okay killing in here. okay, a bit, and I lose your internet service provider. okay. like, how about the company name of the internet service provider? You don't okay. okay, that's fine. I just for uh documentation purposes. right? so I'm now ready with the tools here for the payment processing, so I'm going to stop the recording to avoid getting your card details.
06:00
Speaker 1
Okay. Kelly Romero [REDACTED_CARD_NUMBER], May 31, 69 69. Seven three two.
07:00
Speaker 2
Just for a moment, I'm going to uh place the order. Uh, for second, for a moment. Alright, you're going to receive
08:00
Speaker 1
Do I press it? OK. I just pressed it. I'm pressing on it. No, no. It's still a blue, solid blue. Yes. It is still solid blue. Silence
10:00
Speaker 2
[silence]Yes it is. Okay, all right. It is while pressing observe the light on any changes on the light. So I keep pressing still. And you may now release the reset button. And changes on the light now is it solid blue still. [silence]Um do you have a computer that we can connect wires to this computer. Um into this router. [silence]
10:00
Speaker 1
I have a computer, yeah. What type of one? What wire would I be connecting to it? OK. OK. So I opened up my computer. It's a laptop. It is um no it doesn't say Windows. No. [silence]
11:00
Speaker 2
All right so check your computer. We are going to try access the settings of your router and try resetting it from there. Your computer is it? Am I by the way your computer is it running in Windows or Mac OS? It's Windows and that Windows computer does it have an ethernet port? Like a port on it's on the side panel? We're going to connect it wired to the router.
11:00
Speaker 1
[silence] Am I supposed to disconnect any wires from the from the router? Yes. Yes.
12:00
Speaker 2
Okay, there is, uh, at the back of the links router, the internet port, there is an ethernet cable, right? Can we use that cable, connect it to your computer, the uh the first end, and the other end of the cable, connect to one of the blue ports at the back of the links router?
12:00
Speaker 1
Okay. I connected my laptop to the router. Okay. Command prompt?
13:00
Speaker 2
All right. So we're going to open Command Prompt on your Windows computer first. You can search CMD on the search bar of your Windows screen on the bottom. CMD Charlie Mary Delta. CMD and open it. Yes. All right. And at the Command Prompt, we're going to type this command. So that will be IP config, I-P config C-O-N-F I-P.
13:00
Speaker 1
Mm-hmm. All. I need to where's the okay? So slash. Okay.
14:00
Speaker 2
IP config space forward slash, and then all forward slash and the word all, once then after this flash, all the word all, and then hit enter and we'll check the result.
14:00
Speaker 1
okay [ silence ] okay [ silence ] I see the [ silence ] it says [ silence ] and what am I looking for again [ silence ] it says internet it says ethernet adapter and it says media state it says media disconnected and then it says connection specific then underneath it says description it says description and then on the side of it says real tech PCI E [ silence ]
15:00
Speaker 2
and from the results we'll check for the IPv4 default gateway for the ethernet connection let's look for I what's the status of um what's the status of the IPv4 default gateway of the ethernet connection is there any numbers or is there a word for the status or I mean like what's the Okay
15:00
Speaker 1
[silence]
16:00
Speaker 2
Okay, so it actually... Okay, so there's a physical address, but there's no IPv4 right, it means it's unable to detect the IP address from the router. Let me check Mayu, what port number that cable's connected into the Linksys router, what port number at the back. And is there any lights on that port number one or not? Okay, so we're now going to proceed with the recovery procedure. So for the recovery is we're going to unplug the router for two seconds and then plug it back in, wait for five seconds and we will do that steps five times.
16:00
Speaker 1
I'm ready. Okay, I'm ready. Okay, I am plugged in. Okay, I plugged it back in. I am plugged in. I plugged it back in.
17:00
Speaker 2
No worries. I'm going to I'll be the one to provide you the step. Let me know just once done. Okay. For the recovery sets that we can have it um the step together. Just let me know when you're ready to unplug the router from the power source. All right. So unplug it from the power source. Okay. Let me know once it unplug, I'll do the counting. All right, that's 1001, 1002. Plug it back into the power source. 1001, 1002, 1003, 1004, 1005. Unplug it from the power source. 1001, 1002. Plug it back into the power source. 1001, 1002, 1003, 1004, 1000.
17:00
Speaker 1
I unplugged it, I plugged it back in, I unplugged it, I plugged it back in, I unplugged it. [silence]
18:00
Speaker 2
1001.
18:00
Speaker 1
Yes, it is still solid blue. Okay.
19:00
Speaker 2
I told go blinking or we'll observe its light if it's blinking blue after we plug it back in. Right now is it solid blue still? Let's give it one to two minutes more to see if there are any changes on the light sign
19:00
Speaker 1
no it's still, solid blue
20:00
Speaker 2
All right. But the router the solid blue like let's go back to your computer with a command prompt. Let's try it again type the IP config space all let's check again the status of the router. All right.
20:00
Speaker 1
[silence] ID is the same as it said before. [silence] No.
21:00
Speaker 2
I see. And can we, let's open Wi-Fi on this computer. Can we check again if we are seeing a Wi-Fi named Saatva-LinkcSys00232? Check on the available network. There is none.
21:00
Speaker 1
OK. OK. OK. OK. Mmm-hmm. You OK? Wait, can you repeat it? Sorry. Can you repeat it? It's that? OK. OK.
22:00
Speaker 2
Let's let me try access this one. On your computer, let's open web browser. So let's check if we can access it. At the address bar type https://192.168.1.1/ again. Okay. Uh-huh 192.168.1.1/.
22:00
Speaker 1
Okay. So it's cis info. Google. Okay. Let me see. And then the number.
23:00
Speaker 2
systinfo dot cgi Charlie Gulf India http two colon forward slash 192.168.1.1 forward slash systinfo dot cgi and search for it. Let me know if it routes you to a page. Yes, search for it and Yes, Enter and let me know if it routes you to a page asking for your
23:00
Speaker 1
No, it's, it took me to press space to like play. It says check the network cable modem and router.
24:00
Speaker 2
in this case, oh, Kelly. After the recovery procedure, checking the Ethernet connection, if it's providing IP address. And it's still showing no Wi-Fi, even with the recovery procedure. So I can finally say that your outer is actually defective. So the defective one, it's a hardware issue. It doesn't reset. Even if you press the reset, it remained solid blue. The normal reset should have a blinking red light, then lit will go off, but still remains solid blue and it no longer broadcast Wi-Fi signal. So I'm so sorry, your router is defective. So those are the necessary steps that should be able to recover it, but it doesn't.
24:00
Speaker 1
Okay. [silence]
25:00
Speaker 2
it's, it's no longer working. And I believe you may need to upgrade your router. You can check with, uh, the latest router right now we have Wi-Fi 6E and Wi-Fi 7. If you wish to upgrade this current router that you have that it is a Wi-Fi 5. I can recommend a model number if you wanted to check it. Um you can check the model number, um L N 14, I'm sorry, L N 1600. That's a uh already a um uh Wi-Fi 7 router.
25:00
Speaker 1
And how much is that? [silence] Oh, okay. And if I were to get, if I were to get that, am I able to call and get help setting it up?
26:00
Speaker 2
Yes, it is a wireless router that's a Wi-Fi signal. It can cover up to 2,700 square feet of Wi-Fi range. Um, right now we do not have visibility with its pricing since Lingsis store is not available yet. But you can check via um online store like Amazon or through your local store for the pricing. Yes. It has a one-year warranty and support. If you wanted to have longer validity for those warranty and support, you can check the uh model number MX6200 Netgear Nighthawk.
26:00
Speaker 1
Umfaaada.
27:00
Speaker 2
that's a Wi-Fi 6E already. It says a three-year warranty and support. all right. Okay. And is there anything else that I can assist you with? Linksys? you're most welcome. This is once again Raquel. Thank you for calling CIS. Have a wonderful day. Take care.
27:00