V2 Rubric Detail — 7e5fcb36-64c8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 12:32
Duration
7m 16s
Contact
920-609-1102
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall20.8% (-15.2)

V2 Grader Summary

The agent failed to troubleshoot meaningfully, declined paid support without offering self-help, and abandoned the customer with no resolution or empathy. While technical facts were accurate, the handling violated core protocols around out-of-warranty support and customer ownership, resulting in a fully unresolved case.

V1 Case Analysis

Customer (out-of-warranty MR20EC) reports blinking blue LED and no internet despite modem showing service. Agent offered paid support, collected serial number, then declined to proceed, stating unit likely defective. No WAN diagnostics or self-help resources provided.

Troubleshooting Steps
  • Confirmed blinking blue LED status
  • Verified reset attempt by customer
  • Collected serial number
Key Observations
  • Agent did not follow KB-recommended troubleshooting for blinking blue LED (Internet/WAN issue). No modem power-cycle, WAN cable check, or router UI access was attempted [KB: ax_maxstream_wifi_connectivity.md].
  • Agent withdrew paid support offer abruptly after collecting serial number, leaving customer without a viable path [06:00].
  • No self-help resources (e.g., KB articles, support.linksys.com) were offered after declining paid support.
  • Call ended with no recap, empathy, or next steps, contributing to customer frustration.
Positive Highlights
  • Collected serial number accurately despite phonetic spelling [05:00].
Agent Errors / Gaps
  • Failed to perform basic WAN diagnostics (modem power-cycle, WAN cable check, router UI access) despite customer confirming modem has internet [KB: ax_maxstream_wifi_connectivity.md].
  • Prematurely concluded device was defective without validating common causes (e.g., ISP handshake, firmware crash).
  • Withdrew paid support offer without justification after already presenting it and collecting serial number [06:00].
  • Did not offer any self-help path (e.g., KB article, email with steps) after declining paid support.
  • Did not confirm model number clearly (MR2EC vs MR20EC — likely ASR variant).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the device was likely defective and advised the customer to buy a new router without resolving the issue or offering any self-help path, leaving the customer with no functional solution.
R2 Not Met Diagnostic thoroughness conf 96%
Only basic troubleshooting was attempted (asking about reset and light status); no steps like checking WAN cable, power cycling modem, or accessing router UI were performed despite clear connectivity symptoms.
R3 Not Met Correct resolution path conf 97%
Agent declined paid support due to suspected defect but failed to offer any self-help resources (KB article, web access, etc.), violating the paid support workflow which requires at least one self-help path upon decline.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified blinking blue light and lack of internet as symptoms and asked about a reset, but did not pursue logical diagnostics like WAN connection status, cable check, or firmware issues.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (e.g., remote diagnostics, web interface check, logs) were used or suggested, even though accessing http://192.168.1.1 or checking WAN status would have been appropriate and possible.
T3 Met No misinformation conf 95%
All technical information provided (e.g., $15 fee, out-of-warranty status, blinking blue light) was factually correct and consistent with documentation.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent greeted the customer but started with a pre-recorded message, provided no clear structure, and ended abruptly without summarizing or confirming closure.
C2 Partially Met Confirmed understanding conf 85%
Agent used consistent terminology but did not adapt language depth or check understanding; repeated 'sir' despite possible gender mismatch, and did not confirm comprehension of steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership—immediately defaulted to suggesting a new router purchase and disengaged without attempting further resolution or follow-up.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments were provided; customer was left with no actionable guidance beyond buying new hardware.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted—the issue was handled (or dismissed) at L1 without trigger for escalation.
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 94%
Agent showed no empathy or acknowledgment of frustration; tone remained transactional and dismissive, especially when advising replacement without support.
X2 Not Met Tone & rapport conf 91%
Agent did not adjust to customer’s pace or emotional state; conversation remained rigid and scripted, with customer repeating information unnecessarily.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number and WiFi details; no self-help tools were offered, increasing effort and abandonment risk.
Call Transcript11 turns · 12 lines
Speaker 2
you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimum non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com.
00:00
Speaker 1
Yes, I've got a, hello, can you hear me? Hello? Hello? OK, I've got a Linksys MR20EC that's out of warranty and it's not recognizing the internet, but I'm wondering, I'd like to know how much the minimal fee is, is it worth is it worth you know, it's probably a three-year-old router, is it worth Should I just go get a new one or should I Like I said, I'm wondering what the how much the fee is going to cost me to have you guys talk to you that your service.
01:00
Speaker 2
You can also connect with other users for tips and guidance at Reddit dot com slash r slash Linksys. Hi, thanks you for calling Linksys. This is G. Can I help you today? Hello? Yes, ma'am. Hi, ma'am. Can I help you today? Uh-huh.
01:00
Speaker 1
Yes, it's blinking blue. [ silence ] Yes. I'm actually, actually it's not I did try that it's not resetting. I tried it actually multiple times, I've just tried it before I called and it's, I held it for like a minute and it just doesn't do anything. Yes.
02:00
Speaker 2
i see for the uh paid support sir that will be $15 uh uh for an hour of troubleshooting uh but before we proceed on that sir um is there any light indicator on your MR2EC? blinking blue did you try to reset this uh device like press the reset button for 15 seconds? ok and what happened after the reset here? [silence] okay so it stays blinking blue even if you do the reset okay [silence]
02:00
Speaker 1
Open the app on my phone. It's telling me the router. I mean, the, yeah, the router is not getting an internet signal. But but my modem is putting out an internet signal. So so somehow the router is not seeing this the internet signal. Okay. I'm showing up, like, on a on a device. Yes. I'm going to look at it right now, but yes, it is showing up. Hang on, I'm going to go into my settings on my phone and look. Well, it's not showing up because it shows that it's not connected. That makes that makes sense. I don't think we have created a name. It just shows up as Linksys um Linksys setup 22C. That's what would show up on my phone if it, you know, if it, um,
03:00
Speaker 2
Yes, like on your WiFi networks or on your phone. Uh, the name that you created. Mm. I see. What's the WiFi name you have created for your device chair? Mm.
04:00
Speaker 1
[silence] [lace] Brian it was connected. Yep. No. Yep. Um [silence] [Chip] five zero u one zero m 17 C 11711. [silence] Yes, C C as in cat.
05:00
Speaker 2
Yes, yes. You're using the default. Okay. And is that name showing up, sir, or not? No. Okay. Got it, sir. May I have the serial number of this device, sir, please? Uh-huh. Is it uh C, sir, after the M 1 7 or is it a D? C. Okay. Got it, sir. Thank you. Let me just confirm.
05:00
Speaker 1
Mm hmm. Okay. All right. I will go get a, I will get a new router and it will not be a link sys because this thing only lasted 2 or 3 years. So there's that. Thank you for your help. You too. Good luck. [silence]
06:00
Speaker 2
I see I yeah this is already an out of warranty device sir but anyway sir based on what you have mentioned uh when you did the reset it stays blinking blue no wi-fi name and it's not detecting internet connection so there's a big possibility sir that this is already a defective unit so I will not offer you the paid service sir because of this reason okay you're welcome sir have a great day and stay safe call just with the inconvenience here mm-hmm
06:00