V2 Rubric Detail — 7d1a1ba8-80a9-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 00:01
Duration
23m 15s
Contact
631-834-2334
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#TE00136886
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000_No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership2.14/5
Escalation0.00/5
Customer Exp1.79/5
Overall17.5% (-18.5)

V2 Grader Summary

The agent failed to resolve a warranty-covered hardware defect, providing factually incorrect information about product end-of-life status and inappropriate resolution paths. Despite scheduling a callback, no meaningful troubleshooting occurred, and ownership was abdicated to customer service. Technical inaccuracies were confirmed against KB, but no critical compliance failures (e.g., discourtesy, abandonment) triggered auto-zero. The interaction left the customer without functional equipment and a valid path forward.

V1 Case Analysis

Customer with MBE7000 mesh system unable to connect to Linksys router after modem SSID/password change. Agent failed to verify warranty, provided incorrect SSID advice, offered prorated refund for alleged EOL unit, and scheduled callback for wired troubleshooting.

Troubleshooting Steps
  • Advised turning off modem SSID (incorrect guidance)
  • Suggested changing modem SSID to unique name
  • Proposed wired Ethernet connection to access router interface
  • Scheduled callback for password reset guidance
Key Observations
  • Agent never verified warranty status or collected serial number despite warranty being central to replacement eligibility
  • Provided technically inaccurate advice about disabling modem SSID instead of addressing Linksys SSID/password mismatch
  • Incorrectly claimed MBE7000 has no replacement parts due to EOL status without KB validation
  • Call ended with unresolved connectivity issue and dependency on callback for basic troubleshooting
Positive Highlights
  • Maintained polite and empathetic tone throughout customer frustration
  • Scheduled callback to continue troubleshooting with wired connection method
  • Acknowledged customer frustration and attempted to provide actionable next steps
Agent Errors / Gaps
  • Failed to verify warranty status or collect serial number for alleged hardware fault under warranty
  • Provided incorrect technical guidance about modem SSID configuration (should have focused on Linksys SSID/password)
  • Misrepresented MBE7000 EOL status and replacement availability per KB guidelines
  • Did not initiate proper RMA/escalation process for potential hardware fault under warranty
  • Did not confirm password reset success or validate router connectivity before closing call

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent offered only a prorated refund for a warranty-covered hardware defect (broken power adapter) without providing replacement, RMA, or valid solution; customer remains without functional equipment.
R2 Not Met Diagnostic thoroughness conf 96%
No systematic troubleshooting performed for the power adapter failure; agent jumped to 'no stock' conclusion without verifying device status, LED indicators, or attempting basic diagnostics. Limited troubleshooting for Wi-Fi issue focused only on SSID changes.
R3 Not Met Correct resolution path conf 98%
Agent incorrectly declared MBE7000 end-of-life and offered refund instead of RMA; KB confirms MBE7000 is a current Cognitive Mesh product eligible for warranty support. Warranty status was misapplied to justify inappropriate resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked virtually no diagnostic questions (model, serial number, firmware version, LED status) and failed to isolate root cause of either hardware or connectivity issues.
T2 Not Met Appropriate tools / resources used conf 97%
No tools used: no warranty lookup, no remote session, no device console verification. Agent relied solely on verbal claims about EOL status and stock availability without evidence-based validation.
T3 Not Met No misinformation conf 98%
Provided materially incorrect information: MBE7000 is not EOL per KB, and turning off modem SSID does not resolve Linksys password issues. These inaccuracies directly undermined resolution efforts.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent attempted to guide the interaction and scheduled a callback, but frequently lost the call thread ('what did you change again?'), exhibited fragmented flow, and struggled to maintain control during customer frustration.
C2 Partially Met Confirmed understanding conf 91%
Used some plain language but introduced confusion with technical terms like 'turn off SSID' without confirming customer understanding. Adapted minimally to customer's emotional state despite clear frustration over financial loss and system failure.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Handed case off to 'customer service team' for refund without taking ownership of hardware resolution or advocating for the customer despite clear warranty eligibility. Delegated responsibility instead of resolving at L2.
O2 Met Proactive follow-through conf 92%
Committed to a callback at 1:00 p.m. Eastern and offered to send an email with details, establishing clear next steps and realistic timeline for follow-up.
O3 Partially Met Closure confirmation conf 88%
Acknowledged prior contact ('same gentleman for two days') but did not reference any previous case details, troubleshooting steps, or history from prior interactions, treating the issue as new.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Escalated to refund process instead of appropriate RMA path for in-warranty hardware defect. Misjudged escalation need despite clear eligibility for warranty replacement, abandoning L2 resolution responsibility.
E2 Not Met Escalation prep & handoff conf 94%
Escalation lacked critical details: no explanation for refund decision, no timeline for processing, and no identification of receiving team beyond 'customer service'. Customer was left without clear escalation path or expectations.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent acknowledged customer wasn't mad at him and expressed understanding of frustration, but showed limited empathy for financial loss and systemic failure. Overall remained transactional without sincere recognition of repeated contact fatigue.
X2 Partially Met Tone & rapport conf 89%
Remained calm but continued delivering flawed instructions (e.g., SSID changes) despite customer expressing confusion and distress. Communication pacing and tone did not adapt to customer's technical proficiency or emotional state.
X3 Not Met Overall experience conf 95%
Customer required multiple avoidable actions: obtaining an Ethernet cable, manually changing network names on all devices, and 'forgetting' networks. Agent created friction instead of minimizing customer effort through agent-side actions or streamlined guidance.
Call Transcript42 turns · 44 lines
Speaker 1
This is Lynx's technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lynx specialist. Uh hi Kimberly. Uh this is Paulo from Lynx's customer assurance team, level two, and this call is recorded for quality assurance purposes. Hello ma'am? Uh yes, it's the same person, um Kimberly. Um Kimberly. My voice kinda, um... I sing a lot yesterday, by the way. So, and um, anyway, um, yeah, we don't really have a replacement for the power adapter and, um... Uh I was able to get a hold of my, um... Uh the team, okay, and, uh, discuss how it was, um... Uh turned out to be a power adapter issue, and, uh, there's really none. What they're offering is, um
00:00
Speaker 2
Yes. Is this the same gentleman that I've been speaking to for two days? Oh, OK. They told me it wasn't going to be, but it sounds like you.
00:00
Speaker 1
A replacement, okay? For the whole unit, okay? But the thing is, uh, there's this particular model, okay? I'm looking at in our Linksys website right now. It's a part of the, uh, EOL, uh, meaning end of life. And, um, Linksys is not manufacturing this, um, node anymore. And there's no replacement, uh, which is, you know, um, that's what the customer service team said. And, uh, what they are, um, offering is the, uh, as an alternative solution, okay? Since it's not anymore manufactured and there's no replacement, is a prorated refund, okay? And, uh, to clarify that, um, uh, this is based on the usage of the product in relation to its warranty period. The refund amount reflects the remaining value of the product based on the time it was, uh, used. versus the warranty coverage. So basically you know just measuring the days um the remaining uh warranty. It will be based on um the amount will be based to that. And this is a system generated which I will forward this ticket to the uh customer service team um Kimberly for the pro-rated refund. Yes. It's uh it's yes. And then uh our recommendation is just to uh give you a uh a pro-rated refund. We're just gonna um uh give you the uh payment uh instead of you know the adapter because there's no available.
01:00
Speaker 2
I don't understand. They don't make this router anymore? Let me just see if I get this right. They can't send me just the the wire? And they don't make this router system anymore? So they can't replace the unit. [silence]
02:00
Speaker 1
What I'm saying is that I'm gonna forward the ticket to the customer service team to proceed with a pro rated refund. Yes, we don't have. And there's no replacement before with an adapter adapter um Cambridge. Um and since there's no stock with this and it's part of the EOL, there's no replacement. So, we're just offering you the pro rated refund.
03:00
Speaker 2
So, what are you sending me? I don't understand. because you can't replace the wire? So So, let me, let me get this straight. I paid $855 for this. They're saying now that it's under, still under the three-year warranty, but because mine's over two years old, what are they going to send me? $100? And that's going to let, allow me.
03:00
Speaker 1
No, let me correct that. Since there's no replacement, they're offering the prorated refund instead of the replacement. So, uh, For that, it's a system generated and you will know about it once I forward this ticket to the customer service team. But, uh, there's no, um, this is part of the,
04:00
Speaker 2
Well, I don't think that's a good solution cuz it's still, you know, it still screws me. I still have now I have a system that can't work. So I have to go buy another one even though I'm under warranty. If you can't replace the one little part, I think you need to replace the whole system.
04:00
Speaker 1
Oh, hello, Kimberly. There's no stock. There's no replacement. Even the whole unit. And there's no comparable for this, for the M.B.I. 7000 Wi-Fi for Cognitive System. This is the latest. This is a Wi-Fi 7. Directly from us. Purchasing directly from us, eh, there's, we don't, uh, but from stores, uh, it might be they're still available.
05:00
Speaker 2
Well, so what, so let me just, so you mean links says if I wanted to go buy another mesh system from Linksys, I couldn't? They don't make it anymore. [ silence ] So you don't.
05:00
Speaker 1
For for this particular model, the mbe 7000. For for that. uh, for, yeah, um, that's uh, that's the, what I got from them, um, Kimberly, okay? So, and, um,
06:00
Speaker 2
It's not like I paid 120$ for it. I paid, almost $1,000. That's a lot of fucking money. I'm sorry. I know you're only telling me what they tell you to tell me. I get it. I'm not mad at you, but this has to be, this has to be handled correctly. Well, I don't accept, I don't accept that. Just like they told me to go buy a wire. I don't accept that. They need to replace what I have because it broke and it's under the warranty. So if they don't have it, they need to find something comparable for it. And if that entails them selling me uh sending me a whole new system, then they're going to have to send me a whole new system.
07:00
Speaker 1
All right, uh, I will, uh, uh, send, across, that, uh, our conversation today, Kimberly, okay? So, um, You So, um Um Hold on. Uh what did you change again? The modem, you said? The modem? Ah, okay. Uh, yes. Yes. Mm hmm.
08:00
Speaker 2
[lipsmack signifies blank] I'm so sorry to be a pain in the ass. I really am. But meanwhile my whole house is all screwed up with the Wi-Fi. [lipsmack] I changed the infinity. Remember you said change the infinity router name. So I did that and now when I connect to my I can't connect to the linksys router anymore. The linksys router tells me I have the wrong password. I changed yesterday you said don't have them the same name. It's not a good idea, right? Remember? So I took your advice and I told yep, yep, you with me? So it made sense, so I called
08:00
Speaker 1
No, um... No, no, no, no. Um, okay. Uh, it's like this. Um, uh, I didn't... Not to change, but to turn off the SSID, just the network name. Uh, I didn't say change, turn off the SSID of the modem. So, um, what did it change, um... Oh, okay. You just change the name. Okay, okay. Hold on. Let me... Oh, okay. Well, uh, the internet should be uh... it'll it'll remain, um, even if it's, uh, changed on the modem.
09:00
Speaker 2
butt dialing Xfinity and I said, listen, I need to know how to change my router. They said, oh, it's you know, the name. They said, oh, it's really easy. Not my router, my modem, my modem. Let me write this down. Let me write this down. So I changed the name to it doesn't have the same name as the so I would know which one I was using. I thought that's what you told me. Yes, that's all I did. So wait a minute. Right, but but listen to me. What wha that happened is because I changed the name of the Xfinity modem, now when I go into my phone,
09:00
Speaker 1
Okay, right now we're going to talk about the parent node, okay? The parent node, what is the color of the lead status? White. Okay. Now, um, uh, you just told me that Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Hmm. Okay. Here's what happened. Here's what happened right now, okay? That's the problem when there are two no.
10:00
Speaker 2
like, like, say, on my phone, right both names come up, so I try to hook up into the Linksys router name because that's the mesh system, that's what everything's always connected to and now it's telling me I have the wrong password um and OK. Um mm-white. I'm going to ask you another question too. Also, when I go on on the app on my phone and I have taken it out and I've reloaded it, I even tried that. It says that my two routers are offline, that they're not connecting.
10:00
Speaker 1
works with the same wi-fi name. What's happening on the link that says app right now, I know it's on the phone. That's connected to your um to your modem right now. When you open the the app, it's saying no internet because the app doesn't recognize the AT&T modem. That's the problem because they're the same. Now, um turning off [silence] Okay. Uh let me you you should be. You should be. Uh uh uh uh go to the settings of the phone. Um, Well, uh, Yes, there is a way and uh um you can uh uh we can wire a computer,
11:00
Speaker 2
They're not the same, but they're not the same name anymore. I changed the name. I changed the name and the password to the for the modem today. And now since I did that, I can't connect to the Linksys. Maybe I can I reset the password to the link sys? Can I try that? Is there a way to an easy way to do that?
11:00
Speaker 1
Directly to the modem, I mean to the parent node and turn off the Wi-Fi, access the interface that way, to the wired, so that we will not communicate to the Wi-Fi. This is the only way we can change that or we can get into that page. [silence] But no - no, no, no, hold on. Uh, we're not going to do disconnecting. Um, there's a computer, okay, there's an ethernet cable to it. The other end of that cable goes to the parent node. We're not going to disconnect anything. Okay. Um, the node is working. Hmm. Yeah, we're not going to disconnect anything. Yeah. Um, so, uh, what other devices are not working right now aside from that phone?
12:00
Speaker 2
Okay. Right. No. Okay. So I'm going to so if I take the parent node and I disconnect it from the modem. Yes. Oh, I don't have another desktop as well. So I can't do it. Well, one by one like the TVs one by one. [silence] Transcribed by Amazon Transcribe
12:00
Speaker 1
Mm-hmm . Okay, uh, let me double check this one. Can we go to your phone? Go to settings, um,
13:00
Speaker 2
like if my kids turn on their TV or whatever, I have to change it. I told them they have to change it to the other name now. So now everything's, like as we're using things, we're changing it to connect it to the Xfinity Wi-Fi. So I'm like, my Linksys isn't helping me, is what I'm saying. It's not doing anything because I don't have the I don't have the password for it. I have no idea why. It tells me it's not the same password anymore. It did yesterday, it was fine last night. But today, when I changed the name of the the modem, and all I did was go online and, you know, on the app on my phone and do it. Like, it took me three seconds. Okay, hold on. Go ahead. I'm in settings.
13:00
Speaker 1
Uh, go to Wy FM or a wireless. Mm-hmm. Now, you will see a list of network names there, right? Okay. Now, what was the name of your Ye up system again, the parent node? Ted and Max. And you said you changed the Wi-Fi name of the modem. What is the name of that network now? [silence] Okay. All right. I see. I see. Um, we're going to isolate this one, um, okay, because I know the the developed system is working because it's solid white. So, um, uh, I'm going to, um, advise you to call uh, the internet and turn off. Uh, what was the name. what was name again? Um, Ted and Max 2.
14:00
Speaker 2
Wi-Fi? Yes. Ted in Max. Ted in Max 2. [silence]
14:00
Speaker 1
Turn that off. Turn off the Wi-Fi. It should not broadcast. Now I'm going to give you a technical term so that they will know what you're talking about. Okay? I'd like you to write this down. Okay. Now, um, uh, ask them to turn off the SSID. That Sam Sam India David. Okay now. Okay. Now, um, here's what. The reason why we're going that route now, because, uh, this is based on experienced Kimberly, okay? So I know there different right now. It's them and Macs and it's two and the other one is Tim and Max. Somehow
15:00
Speaker 2
Okay, wait, let me write. Wait a minute. Okay, go ahead. turn off the S So say Yes, Now let me ask you a question. What does that do?
15:00
Speaker 1
okay, there are devices recognizing the Tim and Max, too. Okay, that's, and that's the reason, your TV. Okay? And, you have to do, forget this network for each of your device. Now, are you are you using an iPhone, right? You're using an iPhone, right? Yes. But I Yeah, you did. Okay. You did forget, that this network to your phone, but what I'm asking is, all your devices at home. You have to do, forget this network for each. Now, to skip that problem, okay? doing forget this network for each of the device, um, uh, is to turn off the Wi-Fi of the modem. Okay? That way they will not sense that name anymore. And only the will broadcast at home.
16:00
Speaker 2
I did forget this device. And then when I go to pick the so I I thought, yeah.
16:00
Speaker 1
No, no, no. The the the only SSID that you're going to turn off is on the um uh on the modem only, but not to the Linksys, um, ma'am. You're you're not going to turn off the SSID of the Velop system. Only on the modem.
17:00
Speaker 2
OK, so I can't do that because I don't have a whole mesh system, first of all, so it won't go throughout my house. My house is 7,000 ft2. That's why I have the big mesh system. So if I turned off what's working right now I only have two towers to help me. So until they solve the problem. Right, but the problem is that I only have two towers, I don't have three. So right now I don't want to turn anything off because it's hard enough. [silence]
17:00
Speaker 1
Mm-hmm. Uh, for that, uh, I may have to get back to you because I have to relay what, um, what we have discussed today. So, um, yeah. For, uh, for the current concern that's, uh, that's, that's the only way, because, uh, they're still sensing the Timma, the Tim Max name. And, um, the other solution is to, uh, change it totally different. Okay? Not Timma Max, or just create another name that is totally different. Okay? That's one, uh, that's, other solution on the modem side.
18:00
Speaker 2
too much for me to get something to work. So, so they solve that problem. I guess I can't do that. They have to send me an institution or send me an wire or something. It is totally different.
18:00
Speaker 1
Uh, they are different on the later part, the Tim and Max two, but, uh, the rest are still just, but, uh, change it with a different, not a Tim and Max, or if you wanna name it like, um, maybe, um, Hmm. okay, you can do that. Oh, you can change it right now, great, okay? [silence] oh, okay. Um, for that it's the the the other solution, which I mentioned earlier, we can still access the interface of the parent node, but,
19:00
Speaker 2
right. Okay. I'll, I'll change it. I'll, I'll do that right now. But I don't think that that's the problem. Because The problem is is I don't know, I, I think you're missing this. I can't use the Linksys because I don't know the password. It's telling me my password is incorrect. I've had the same password the whole time. I, I've never changed it. And now it's telling me that it doesn't work.
19:00
Speaker 1
we have to hardwire a computer directly to the modem. We can access it there, Kimberly, and check the password. Ethernet cable, yes. Yeah. now, uh, the good thing about that is you, you don't have to reset the whole thing, okay? You are using the wired connection instead of the Wi-Fi, and then you can access the interface of that, but yeah, um, if you want, um, uh, uh, would you like me to call you back once you have the Ethernet cable? So, just to walk you through it? Okay. All right. and how about this? Yeah, uh, for that, um, yeah, I can do that tomorrow, Kim. Yes. What time tomorrow, Kim?
20:00
Speaker 2
Okay, I got to get another cord then. I don't even know. It's... [silence] Yes. That's wonderful. Can you do that tomorrow? When my husband gets home tonight, I'll make him find me one. If he doesn't have one, I'll go out in the morning and buy it. So do you want to call me around maybe like... [silence]
20:00
Speaker 1
[KEEP_UNCERTAIN] One o'clock. This is what? Eastern? Central? Eastern. Okay. My shift starts 11 a.m. your time, so I can call back 1:00 p.m. Yeah. All right. All right. And by the way, one more thing, uh so that we can communicate, um, I'm gonna send you an email, Kimberly, okay? I might stuck in uh another case of mine if I can't call the 1:00 p.m. Uh, I'll let you know if I'm, you know, um, in the middle of something and then we can just, um, we can just reschedule the time, okay? So, I'm, I'm gonna send that email right now and then I'm the only one can receive that email, okay? If you wanna, that an email, I'm the only one that receives that.
21:00
Speaker 2
I don't know, maybe 1 o'clock? Yes, Eastern. Okay, great. Uhm, let's see. The title of the title. Um, wait. Okay, I'm going to tell you that, um, uh, hello.
21:00
Speaker 1
okay, all right. I see yeah. Mm-hmm. Gotcha. Mm-hmm. Gotcha. All right. I'll send that. Um, I have to uh look for the time once I I spoke to the team Kimberly, okay? I I'll do my best. I'm like I said, I'm just gonna relay what the what we have discussed today, okay? I understand you're not mad at me. Okay? And yep, I'll call you back tomorrow, okay? Bye now.
22:00
Speaker 2
It doesn't matter if you can't call me back at one, just call me back as soon as you're available, then. You know what I mean? I'll just be listening for the phone. I'm okay with it. And I I appreciate all your help, I really do, but I I hope you understand that like it's just not fair. Like that's, you know, tell them I said, it's not, that's not good customer relations. It's got something, it needs to be complete. The whole system needs to be complete. And if it can't be complete, it doesn't help me. Thank you. me.
22:00