V2 Rubric Detail — 6bcbca2c-7f14-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 23:41
Duration
71m 17s
Contact
813-770-8210
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00136999
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (9 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication0.00/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall53.5% (-2.5)

V2 Grader Summary

The customer's internet connectivity was restored and confirmed working, meeting R1 Met. However, the agent provided materially incorrect technical information (T3 Not Met), failed to control the call (C1 Not Met), and showed no empathy (X1 Not Met), despite owning the case and resolving the issue. No escalation was needed. The interaction was functionally successful but technically and communicatively flawed.

V1 Case Analysis

Customer (M8100, SN: 29V11M2B13187) out of warranty reported no internet on wired/Wi-Fi devices. Agent instructed 30-sec reset (incorrect) and modem power-cycle. Connectivity restored on desktop/tablet. No further action needed.

Troubleshooting Steps
  • Requested model/serial number (confirmed M8100, SN: 29V11M2B13187).
  • Instructed 30-second reset (incorrect duration per KB).
  • Guided Spectrum modem power-cycle (unplug, wait, re-plug).
  • Advised to keep Linksys router off during modem restart, then power it back on.
  • Verified LED status (solid blue) and confirmed connectivity on desktop/tablet.
Key Observations
  • Agent incorrectly instructed 30-second reset (KB specifies 10 seconds for MR series).
  • LED guidance was incorrect (claimed 'magenta' for MR8300, which does not exist).
  • Wi-Fi network name misstated as 'linky setup' instead of 'Linksys setup'.
  • Despite technical inaccuracies, power-cycle and reset resolved the issue.
  • Agent appropriately handled out-of-warranty status without pushing paid support.
Positive Highlights
  • Successfully guided customer through steps that restored connectivity [68:00-70:00].
  • Confirmed resolution on both wired (desktop) and wireless (tablet) devices.
  • Handled out-of-warranty status appropriately without unnecessary upsell.
Agent Errors / Gaps
  • Instructed 30-second reset instead of 10 seconds (per universal_factory_reset.md for MR series) [50:00, 63:00].
  • Provided incorrect LED guidance (claimed 'magenta' state, which does not exist for MR8300) [63:00].
  • Misidentified Wi-Fi network name as 'linky setup' instead of 'Linksys setup' [51:00].
  • Confusing instructions during modem power-cycle caused customer uncertainty [55:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed resolution: 'I think it's resolved... it's connected now' and 'her tablet works now'.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed reset and power cycle but skipped key steps like Ethernet speed test, checking firmware, or verifying PPPoE settings.
R3 Met Correct resolution path conf 90%
Agent correctly identified device as out-of-warranty and offered phone support with troubleshooting instead of dismissing or offering invalid RMA.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked about LED color and initiated reset, but did not systematically identify symptoms or root cause; missed key diagnostic questions.
T2 Met Appropriate tools / resources used conf 85%
Issue was basic connectivity; agent used appropriate manual tools (reset, power cycle) without requiring remote access or logs.
T3 Not Met No misinformation conf 95%
Agent made materially false claims: 'If somebody can see your router, that is not a safe router' — this is not supported by any KB documentation and is technically inaccurate.
Communication
C1 Not Met Clear & professional language conf 90%
Frequent unexplained silences, unclear transitions (e.g., 'Wait, until we can solid red'), and failure to maintain control of the interaction.
C2 Not Met Confirmed understanding conf 90%
Agent used confusing, non-technical language (e.g., 'magenta', 'pinkish red') and failed to adapt to customer’s level or confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from start to finish without transferring, despite complexity.
O2 Met Proactive follow-through conf 85%
Agent set clear next step: 'Can you check, double check, and then if it's okay, I can let you go.' Customer confirmed resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged customer frustration, repeated effort, or emotional state; remained transactional.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone or pace despite customer confusion; used inconsistent terminology and left customer disoriented.
X3 Not Met Overall experience conf 85%
Customer repeated model number, LED status, and connection attempts multiple times due to poor guidance and unclear instructions.
Call Transcript43 turns · 68 lines
Speaker 2
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. In them.
00:00
Speaker 1
You're wrong. Hmm? Your message is what? Gracious. you're wrong. Hmm? Your message is what? Gracious. you're wrong. Hmm? Your message is what? Gracious. you're wrong. Hmm? Your message is what? Gracious. [silence] I'm learning again. on your phone you're asserting you're emergency I don't know why I'm showing him we socks. She's still painting. Kiana. Come on. There we go. Let's put that up for now. [silence] I love it. Let's go face. Ooh, is pretty. is. You know, international? Ooh, is pretty. is pretty wonderful. He is. He is. Yeah. Hey me. What are you saying? I, Well like me. One of his places. Thank you. you're all set. I don't know. I don't want to know. I don't want to know. It's just, uh, I think, and I thought it was, um, we don't have to, uh, hear one, but it's still a. You want a hot dog, Gina? [silence] You want muffins? [silence] [silence] It's hardy, it's gone. [silence] Wait, I don't care. [silence] speak speak speak I don't work. I work. He says every time. Speak. Doubt. Speak speak speak. I don't know. Doubt doubt doubt. Speak speak speak. [silence] Dying welcome. You know you're breaking? [silence] Thank you. You're watching The Ring Master. [silence] Let's say, Mr. ceremonies. We're going to wait till it's not hot, so go to the table, you. [silence] I would have another. Well, this sounds like a video not available error. There're so many other educational and fun channels to explore on YouTube. [silence] You don't sit on your fault here at. You gonna get real run this time. Okay. Take care of that. Thank you. So there finger wavering to get in. We don't really get you to. Doin' it? See? Thank you. [silence] [silence] crescita a giuoco [silence] oh [silence] Une, Jour, Tu es, quoi ? Ton, o site, Fot, Fot ? Oui ? Voyons ce que tu as trouvé. Okay, thank you. [KEEP_UNCERTAIN] I'll do. Hello. What? Please unmute your microphone. We can't hear you. Wade. Wade, I'm sorry, I was just having a conversation for a second. No, it's okay. It's just, the mic is having issues kicking in again. Can you hear me right now? Okay. So, I, you issued you issued or something regarding the కార్య rationale. Thank you. [silence] How do you like your coffee? yes we're done no no no nyne you have me no [silence] Yes. Um, good evening. Um, I'm calling because, um, I'm having internet issue. Um, I have two devices that use the internet cable to the router. Um, that's no longer working. And some of my Wi-Fi connection, well, some devices that use Wi-Fi connections, um, is now not working. So, Spectrum, my service provider said to call the router, um, servicer to see, um, maybe if there's like some type of update or anything. Um, basically to see if anything's going on on you guys's end.
07:00
Speaker 2
Thank you, calling links. My name is Nathan. [silence] is we can. [silence] All right, Matt.
46:00
Speaker 1
and Alicia GG Vandripul, V-A-N-C-E-R-P-O-O-L. A-L-Y, C-I-A. V-I-G-I-E-R at gmail.com. the model number. [silence] what was that? [silence]
47:00
Speaker 2
ready stale name Alicia. All right. Tell me the serial number. It could be underneath the router. or the side. Side. Can you give me the model of the router?
47:00
Speaker 1
Yeah. M as in Mary, R for Romeo the number eight, three zero zero, V for Vicki, the number one dot one. Yes. Two nine, V for Vicki one one, M for Mary, the number two, B as in boy, A for Apple one three one eight seven.
48:00
Speaker 2
alright do you have the serial number? let me take a look alright the router is ready the is already out of warranty okay I can help you over the phone over the phone support but if this is hardware I cannot place this with you or change it
48:00
Speaker 1
I'm sorry, what was that? Okay. Okay. What number you need? What is the color? Okay, let me see. It's red. Okay.
49:00
Speaker 2
Okay, so you okay Lish, I'll try to explain it. But your better is already out of warranty, I can help you on the phone, but for anything on hardware related replacement or reason, I cannot do that. That phone support, yes, I can. All right. So, please tell me the color of the light on your M8100. Do you know what is the color of the LED light? All right, can you press the Reset button and hold it for 30 seconds?
49:00
Speaker 1
Give me one second. Okay, there it goes. And you said, hold it down for how long? 30 seconds, okay. One, two, three, It's a round ball, so I have to hold it down. Okay, 30. out. okay the Wi-Fi name is underscore linky setup 019. sorry okay flashing blue. [silence]
50:00
Speaker 2
Tell me what is the default set up Wi-Fi name? You can find it underneath. 0 1 9. All right. Tell me the color of the light now. Blinking. What is the color of the LED light? [silence] [silence] mm-hmm . I'm here . I'm tili tili . Solid blue now . Not yet .
51:00
Speaker 1
for what? Turn off the power. Well, let's see if that's an option. You wait one second. Dina, what? Period. Oh there it goes. It's unplugged. Okay. Unplug.
53:00
Speaker 2
solid red or blinking red? okay can you unplug the linksys? turn off the power? can you turn off the power of the linksys? or unplug the power? all right. wait with it. One, two, three.. Alright, unplug the Spectrum modem. Do not plug the linksys. Keep it off. Now, unplug the Spectrum. [silence]
53:00
Speaker 1
Three taps. I have to be increasing the speed. Let's do the same thing with healing, guys. Here we go. One tap. Two taps. Three taps. Three taps. Wow. Where you going? Are you telling me to when to plug it back in? Oh, okay. No, you're fine. Okay. Okay. It's okay. Okay. Okay. Okay. Okay.
55:00
Speaker 2
No, no, not yet. I'm still waiting for it. Not yet two minutes. Sorry, I'm waiting for it. One minute more. Stay with me. I'm sorry, I didn't tell you that I was doing the timing. [silence]
55:00
Speaker 1
Okay, can you ring out, please. It's around the door, who wrote? Who is going to be true? Okay, so plug in the one for section. Okay, let me do that. [silence]
56:00
Speaker 2
all right plug it back put the modem only the spectrum do not plug the Linksys yet yes [silence]
56:00
Speaker 1
okay let's open this one there there But so when when the um spectrum modem is is back on you want me to let you know okay
57:00
Speaker 2
[silence] Yeah, because I need you to turn on the length is up.
57:00
Speaker 1
Okay. Alright, so it's um, still trying to connect. Um, it doesn't work. Okay, okay. Um, it doesn't work. Nobody's playing. Okay, stop. I'm I'm on the phone. I'm on the [silence]
58:00
Speaker 2
Start the modem is stable. [silence]
58:00
Speaker 1
speaking 20 seconds phone . yes just came on okay . [silence] Hello how are . was your name . am talking to .
59:00
Speaker 2
Sound stable now. It just turned red. Mm-hmm.
59:00
Speaker 1
Wait, I'm sorry. What was that? Try to connect to what? Oh no, I, I never tried to connect to the Linksys. I just use the Wi-Fi from Spectrum, I'm assuming is from Spectrum. Okay. Well, it's still flashing blue, would that make a difference? No, okay. Okay, let's see.
61:00
Speaker 2
Are you trying to connect the phone to your default whitening? Think just to tear up 319. Can you connect your phone to the links? Hmm mm. All right. OK. Try to connect to your phone to the linker, a setup 019, so that we can continue the installation. Thank you.
61:00
Speaker 1
Okay, we have, um, What's the password? for a one second. Um, yeah, I'm I'm putting the password now. See if this is this is the OK, so let me.
62:00
Speaker 2
Are you connected? Your phone to the license set of 019. Mm hmm. You already installed. You had your install [silence]
62:00
Speaker 1
[silence] Oh, no, I didn't install the Linksys app. I just went to my Wi-Fi. Yeah. But let me, let me just, oh, you wanted me to install it? It went to red now. Yeah. Is it usually red? It's red. No, it looks dark red. It's a solid dark red. Okay, okay. Let me do that.
63:00
Speaker 2
In potters. install the account. Now OK. That better. Tell me the color of the MR8300. Is it solid blue or linker blue? Pure red. Red. No, it should be magenta. Is it red? Red? Or? Light red. Something like pinkish red. then you press button on hold it for 30 seconds. One more time. thank you.
63:00
Speaker 1
[silence] Okay, starting now. With this huge guy named Ben. Okay, go put some pants on. Okay. Okay, 30 seconds. Hungry to you. Want your rice? You want rice?
64:00
Speaker 2
Go ahead. Go ahead. Blue sold your web done yet Mm hmm. Wait, until we can solid red.
64:00
Speaker 1
Go get a spoon from the back. Gigi, let me see. I walk away for a minute. Grid blue. No, it's it's a solid blue now. Hmm is it not showing like any error on your side.
66:00
Speaker 2
Tell me the color now. The light. Okay. It'll blink red. Okay. Hmm. No, I cannot see... I... This is a router. Modern router. No. That's your protection. If, anybody can see your router, [silence] your uh,
66:00
Speaker 1
I'm sorry, what was that, sir? Oh, okay. Okay, give me a second. Yes, it's still solid blue. So it may just be a hardware issue.
67:00
Speaker 2
The router is not saying this card upon. If somebody can see your router, that is not a safe router. You should, nobody can see your router. It's your protection. Did it solid? Hmm. It could be a hardware issue. Can you check again? Try to connect to the Wi-Fi on the valid setup. Link to setup [REDACTED_PAYMENT_DIGITS] And check if you have Internet.
67:00
Speaker 1
Yeah, my phone says, okay, let me just try again. No, it says it's not available now, so let me try again. Okay, it says connected now. Oh, wait. Okay, wait, I'm looking at my computer, cuz that was the issue. I'm using the ethernet cable, on my computer, so let me see what it does now. I think it's resolved. That was my main concern my computer. Okay. Yeah, my my desktop. Okay, let me, let me fix your your tablet money. So the original problem, because about two hours ago.
68:00
Speaker 2
Do you have internet? Yeah. Mm-hmm. If it's not resolved, tell me, we can able to fix it. [silence]
68:00
Speaker 1
My desktop froze and it wouldn't reconnect to the internet and I use the ethernet cable and then certain devices in my home wasn't connecting to Wi-Fi. Yeah, but I think it's resolved because it's showing um it's showing um connected now. Yeah, I'm going to um actually I'm trying to connect my daughter's tablet. Let me see what it does.
69:00
Speaker 2
There is a possibility of hardware, but we will try our best to recover it for you. [silence] All right. Can you check, double check, and then if it's okay, I can let you go. [silence] [silence]
69:00
Speaker 1
Okay, yeah, it looks like it's connected. Yeah, her tablet works now. Okay, understood. Okay, well, thank you so much for your help.
70:00
Speaker 2
answer then now just like since you need edition to help police call us your phone support is free only the hardware is not all right. my name is Nathan and and got be on that I can do now.
70:00
Speaker 1
Thank you. Thank you. Yeah, I have three so I'm alright. Good night. Bye. Mm-hmm.
71:00
Speaker 2
and the regards to the daughter. I can hear her. Enjoy. Uh, when they grow up. They're different. All right. My wife right now. Good night.
71:00