V2 Rubric Detail — 77216f92-604e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 19:49
Duration
5m 51s
Contact
Aaron Hargrabn
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132310
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: MR8300 No Internet

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall31.2% (-4.8)

V2 Grader Summary

The agent initiated troubleshooting by suggesting a power-cycle and began gathering account details, but failed to complete diagnostics, establish ownership, or define next steps. Despite recognizing the modem change as a potential cause, the agent did not guide the customer through router reconfiguration or verify resolution, resulting in an ownership gap with no confirmed outcome.

V1 Case Analysis

MR8300 router; cameras offline after ISP modem replacement. Agent advised power-cycle only, no verification, no next steps. Call ended mid-sentence. Follow-up required.

Troubleshooting Steps
  • Collected model number MR8300 and serial number.
  • Verified account email address.
  • Advised to power-cycle the router.
Key Observations
  • Agent did not perform any WAN-specific troubleshooting (e.g., modem reboot, WAN port check, internet connectivity test).
  • No verification of whether the power-cycle resolved the issue.
  • Call ended abruptly at [05:00] mid-sentence while discussing cloud account removal, indicating poor call control and operational breakdown.
  • No mention of warranty, escalation path, or follow-up arrangement.
  • Customer was left without a clear understanding of next steps or resolution status.
Positive Highlights
  • Accurately collected and verified the product model (MR8300) and serial number (29B10C639000508).
  • Confirmed the associated cloud account email (info@profitnessofgreenville.com), which is relevant for remote access troubleshooting.
Agent Errors / Gaps
  • Skipped systematic WAN troubleshooting (modem reboot, WAN status check, internet verification).
  • Failed to confirm resolution or even basic device connectivity after suggested action.
  • Abandoned the call mid-sentence without operational closure or next-step planning.
  • Did not discuss warranty status or support eligibility despite business-use context.
  • Provided no escalation path, callback, or self-help resources.
  • Failed to document or reference a HappyFox case, if one exists.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ended without confirming cameras work again or any concrete resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent suggested a power-cycle (“turn it off and then turn it back on”) but did not perform further diagnostics such as checking WAN status, re-configuring the router, or verifying camera connectivity.
R3 Partially Met Correct resolution path conf 80%
Agent recognized the new modem may require router re-configuration but did not outline a clear path (e.g., login to router, update WAN settings, or cloud removal).
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (cameras no longer viewable after modem change) and collected model/serial, but did not ask probing questions about WAN connection, IP address, or cloud settings.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, router admin UI, diagnostics) were used even though checking the router’s WAN status or cloud account would be appropriate.
T3 Met No misinformation conf 95%
The only technical instruction given – power-cycle the router – is correct and safe.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent greeted the customer and repeated serial verification, but did not set clear expectations, agenda, or next-step timeline.
C2 Partially Met Confirmed understanding conf 75%
Language was simple, but the agent did not confirm the customer’s understanding or adapt tone to the customer’s frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent offered a single power-cycle step and then shifted to checking email without committing to follow-through or taking ownership of the issue.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps, timeline, or follow-up (callback) were established.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly required based on the limited information gathered.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent did not acknowledge the customer’s frustration about the cameras stopping after the modem change; tone remained purely procedural.
X2 Not Met Tone & rapport conf 80%
Agent maintained a scripted, monotone style and did not adjust pace or language to the customer’s apparent confusion.
X3 Not Met Overall experience conf 85%
Customer had to repeat information (serial number) and the agent did not handle cloud/account removal on the customer’s behalf, creating unnecessary effort.
Call Transcript12 turns · 12 lines
Speaker 1
Hey, man, give me one second to get this serial number. It's a bit hard, it's all faded and stuff. Yeah, I just got it.
00:00
Speaker 2
Welcome. To Linksys support. To assist you for your product registration visit register. Linksys.com. Please have ready your device serial number. If you need assistance, please press 1. 1 for assistance press 1 now. For out of warranty product support, ‘paid support’ options may be available depending on your issue. Please do not play any music. More information, for Out of warranty products, paid support may be available depending on your issue. To hear more about please have your device serial number and contact information ready. If the product has been discontinued please call back later. During peak times your wait time may be longer than usual. Thank you for calling Linksys technical support. My name is Ellie. How can I help you?
00:00
Speaker 1
All right. So we have all. I don't know exactly what it is. Thing. I don't know what you'd call this links thing. Um, and it just got inherited to me on the manager of the business. Um, so we have all of our cameras running to the links. And that allows us to see it on our computer screen as well as the owner's phone. Um, spectrum came in, set up a new modem, and now the uh, it's not allowing us to view it on the phone or the computer. that'd be something you can help me with? Yes. Yes sir, yes. Yeah, yeah, they work.
01:00
Speaker 2
Oh. Oh, okay, so this Linksys router that you have was working before properly without any problem, and all of your security cameras are working as well with the Wi-Fi connection of the Linksys. Okay. And you [silence]
01:00
Speaker 1
Yes, and they connected it to the mode. Okay, how do I go about the? Okay. Let me see if I can't find them. Model number is MR8300 and then the serial number is 29B10C639000508.
02:00
Speaker 2
I also mentioned that Spectrum set up a new modem. Okay. So if that is actually the case, sir, since this is actually a new modem that we are talking about. So the Linksys router, might actually need to be reconfigured. If that is actually the case. Uh yeah, of course. We can absolutely undo it. I just need to have the model number and the serial number of your Linksys device, please.
02:00
Speaker 1
to nine deep. vampire 290. 639. Yes, sir. 05508. Yeah, it is. Give me one second. Let me talk to my box.
03:00
Speaker 2
Okay, let me just verify it back to you. That's two nine B for Bravo. One zero C for Charlie. Oh, C nine. Oh, C nine V. Okay, two nine V, one zero C, six nine three zero zero five or six three nine. Is that right? Zero. Oh, zero eight. Okay. Thank you so much. And uh, by the way, is this your first time calling Linksys? Mhm. Okay.
03:00
Speaker 1
Speaker 1: (music) Speaker 2: bill did it leave it or did you want to try to turn it off, turn it back on? Speaker 1: Okay, here's the problem.
04:00
Speaker 2
Yes, you can absolutely try doing it while I'm still gathering some information. So, uh, yes, you can absolutely do it.
04:00
Speaker 1
[silence] Can you repeat that one more time? [silence] Okay, could I could I switch that to a different email?
05:00
Speaker 2
So turn it off and then turn it back on. And by the way, since this router is being used for business, right? Okay, let me just verify the email address that is associated on this router. That is info@profitnessofgreenville.com. Info@profitnessofgreenville.com. Uh for this one, sir, we actually need to remove this one first from the cloud, so that, uh you...
05:00