V2 Rubric Detail — 7f9ad9a8-7a37-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 19:10
Duration
24m 26s
Contact
Edward Bond
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00136231
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall19.1% (-24.9)

V2 Grader Summary

The agent performed a basic power-cycle but provided no systematic troubleshooting, did not use diagnostic tools, and failed to resolve the Wi‑Fi drop issue. Communication was unclear, ownership was lacking, and no concrete next steps or escalation were offered, resulting in an unresolved call.

V1 Case Analysis

Customer reports intermittent WiFi dropouts on MR-7310 (end-of-life). Agent performed sequence reboot but did not verify WAN status or LED indicators post-reboot. No escalation or follow-up set. Issue unresolved.

Troubleshooting Steps
  • Collected customer name and email
  • Collected serial number (36Y10M29A01369)
  • Identified model as MR-7310
  • Informed customer device is end-of-life
  • Guided customer through sequence reboot of modem and router
Key Observations
  • Agent correctly identified MR-7310 as end-of-life and explained limited support, aligning with Linksys policy.
  • Agent failed to verify internet connectivity after reboot despite customer reporting 'not connected', leading to false confirmation of success.
  • No instruction to check modem or router LED status post-reboot, missing critical diagnostic steps per KB (universal_isp_modem_diagnostics.md, velop_wifi_connectivity.md).
  • Agent did not confirm WAN/Internet status in router interface (192.168.1.1) or suggest direct modem test to isolate ISP issues, as recommended in KB.
  • Call ended without escalation, callback, or self-help guidance despite unresolved issue and end-of-life status.
Positive Highlights
  • Correctly identified the router model (MR-7310) from serial number.
  • Accurately informed the customer that the MR-7310 is end-of-life and no longer receives firmware updates, which is factually correct and sets proper expectations per KB.
  • Collected serial number accurately despite customer's fragmented delivery.
  • Explained the purpose of a sequence reboot and emphasized waiting 2–3 minutes, which aligns with best practices per KB.
  • Displayed empathy and repeated customer's concerns, maintaining a respectful tone throughout.
Agent Errors / Gaps
  • Failed to verify modem internet light or WAN status after reboot, despite customer expressing uncertainty about modem stability. This is a critical diagnostic step per universal_isp_modem_diagnostics.md.
  • Misinterpreted customer's 'not connected' statement as a successful connection without validation, contradicting the customer's clear report.
  • Did not instruct customer to check router LED status (solid blue/white = healthy) after reboot, a basic diagnostic step per velop_wifi_connectivity.md.
  • Did not guide customer to log into router interface (192.168.1.1) to check Internet/WAN status, a standard diagnostic step per universal_isp_modem_diagnostics.md and velop_wifi_connectivity.md.
  • Ended call without offering any concrete next steps (escalation, RMA guidance, KB article, or callback) despite device being end-of-life and issue unresolved, violating protocol for unresolved calls.
  • Provided ambiguous plug-in sequence, causing customer confusion about modem vs. router order, which could have been avoided with clearer instructions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never confirmed the Wi‑Fi issue was fixed and offered no replacement or definitive solution.
R2 Not Met Diagnostic thoroughness conf 94%
Only a vague power‑cycle was attempted; no systematic checks of Wi‑Fi settings, channel width, device count, or interference were performed.
R3 Partially Met Correct resolution path conf 89%
Agent correctly identified device as end-of-life but did not dismiss support; proceeded with troubleshooting (reboot sequence), aligning with OOW best-effort standard despite limited options.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent asked about direct modem connection — a relevant diagnostic question — but failed to follow through or interpret results; no logical sequence beyond reboot was established.
T2 Not Met Appropriate tools / resources used conf 93%
No use of admin interface, logs, or other tools to verify Wi-Fi settings, signal strength, or firmware despite known issue type (drops); relied solely on customer description.
T3 Met No misinformation conf 96%
Instructions for power cycle (unplug both, wait, modem first) were technically accurate and consistent with KB guidance.
Communication
C1 Not Met Clear & professional language conf 96%
Agent repeatedly lost the thread, gave unclear directions about plugging in the modem vs. router, and failed to keep the conversation on track.
C2 Not Met Confirmed understanding conf 94%
Agent used filler language, repeated questions, and did not confirm the customer’s understanding throughout the call.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; after the power‑cycle the call ended with a generic “monitor it” statement and no further commitment.
O2 Not Met Proactive follow-through conf 93%
No concrete next‑step timeline was set; the only suggestion was to “call back if it happens again.”
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and, given the information, escalation was not clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered a brief empathy statement (“I totally understand”) but it was generic and not sustained throughout the call.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace to the customer’s confusion; repeated instructions without clarification.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number and other details multiple times; agent failed to capture information efficiently, creating unnecessary effort.
Call Transcript40 turns · 43 lines
Speaker 1
Oh, crap. Okay. Okay. Let's write it down real quick. Come on. Yes, I'm Edward Allen Bond, and I have a uh, a link Linksys. And I'm having some trouble with it, uh, as of this morning and last night. It keeps dropping. I'm not sure why.
00:00
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. [ silence ] Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today? Hmm. [ silence ] I see. So, just to make sure I got it right, you're having trouble with your Linksys router, which technically is under warranty, correct?
00:00
Speaker 1
Well, I turn it off I turn it off, it comes back again, and then, eventually, it fails again. It's done it three times in a row now. No. I don't even know how to do that. I have a laptop. Wow, I mean, I I have an iPad and a phone. That's it. [silence] No, uh, I mean, I have a laptop [silence] Oh, well, I mean, I have an iPad and a phone. That's it. [silence] [silence] No, uh, I mean, I have a laptop. [silence]
01:00
Speaker 2
dropping. [silence] I see. Um have you tried connecting a device directly to the modem, your internet source to check if uh the issue would also um happen when you were connected directly to the modem? Yeah, uh do you have a computer or a laptop you can use to hook up directly to the modem? I see. So, um, aside from power cycling the device what what else have you done?
01:00
Speaker 1
Well, I've just turned on off. I don't know what else to do the usually that works. Okay. Be one D bond. Mmm. Yes. [silence] You explore. [silence]
02:00
Speaker 2
Mm-hmm, I see. All right, sir. Um, I totally understand that uh you're having issues with your device right now, but um then again we cannot conclude um right away that it's the router. But anyway, uh we I will be running some some uh questions and uh I'll be creating a record review here in order for me to proceed further, okay? So let me just Okay, so let me just confirm. Your name is Edward Alan. What's your last name again, sir Edward? Bond. That's B-O-N-D. All right. How about your email address?
02:00
Speaker 1
uh uh. it's probably right to do this one. I just want to triple. trip. let's see. it's E DD EN Denver two, thousand, and twenty one. at iCloud.com Oh E. Denver. E, ah, Denver, basically. uh huh. yeah.
03:00
Speaker 2
Sir? Sorry. Uh, what's after EDD? Oh, Denver. Eddenver2021 at iCloud.com. Alright, thank you so much. [silence]
03:00
Speaker 1
Okay the link issue setup is uh let's see the the password okay serial number okay the serial number is okay so three three six Y 10 M two nine A zero one three six nine I think it's six nine yeah okay let's see okay the serial number yeah the number is 36 Y 10 M
04:00
Speaker 2
for that one. Now can you provide the model number and the serial number of your connects router? No uh the model number and the serial number. Yes, you can provide me the serial number and I'll look for the model. I'm sorry sir. Can you repeat that one?
04:00
Speaker 1
M 29 A O 1369 M. hmm. Yep, that's it. Uh, I guess the rising, I think so, yeah. Okay.
05:00
Speaker 2
Okay, let me just repeat sir, it's 3-6 W for Yankee, 1-0 M for Mike, 298A for Alpha, 01369. Alright, thank you so much for that one. And may I also know who's your internet service provider? Verizon? Alright. Alright, let me just check your device here and finish up the record. Just bear with me a little while. Alright, so I can see here that you have a Linksys device with a model number MR-7310. That's your Linksys router. And then, um, just to set your expectation, this, uh, specific model is already part of our end-of-life devices, which means we no longer manufacture this one and update its firmware. But anyway, um, to start the troubleshooting,
05:00
Speaker 1
Okay. Okay, so just disconnect everything. Okay. Well, I can't just turn it off. Would that work? Okay. let's see. Okay. Okay. it's out. Okay.
07:00
Speaker 2
Can we do a sequence reboot on your network? So basically, it's just like unplugging both your modem and your router from the power source and wait for at least two to three minutes. Yes, sir. Unplug it from the power source. And then... I'm sorry? Hello, sir? It will be best if you unplug it from the power source. All right, so I'll have a timer here and let's just wait for at least three minutes. Then uh, after...
07:00
Speaker 1
OK. OK. OK. OK. Let's start. Anything. Anything. Anything. No, I don't have the link for this app. Could I get? OK.
08:00
Speaker 2
three minutes we're going to plug in first your modem and wait for it to stabilize before we plug in back your router okay so I'll just tell you when it's already been three minutes. Um, all right. Oh, by the way, sir, do you have a links to the app with you? A links to the app. I see. All right. Uh, we'll do it later on.
08:00
Speaker 1
.
10:00
Speaker 2
hello? yes? yeah um it hasn't been three minutes sir so let's give it more time okay all right
10:00
Speaker 1
Oh. OK. That's in. And then I'm ... [silence] OK. I'm plugging it in now. Should I plug it in? [silence]
11:00
Speaker 2
Sir, it has been uh three minutes, so let's uh plug in back to your modem first. Your internet source. All right. And then let's wait for it to stabilize before we plug in back your Linksys router. [silence]
11:00
Speaker 1
Okay. Okay. Okay. I just did, I'm sorry. Oh, [Laughs] Okay.
12:00
Speaker 2
what do you mean, sir? The links as router. Yes. Sir, you can plug in the modem. the modem first. Don't don't plug in the links as router yet. okay. So let's just wait for your modem to go back online before we plug in back to your router. So just tell me if your modem is already stable.
12:00
Speaker 1
Well, I have to plug it in first. He said don't plug it in. Oh, okay. Not sure. Okay. Okay, I've plugged it into modem. Okay. I can't see it.
13:00
Speaker 2
um, i'm sorry, sir. Um, what did you mean by "do not plug in"? Okay, uh, let me just uh make it clear, so are we going to plug in first the modem. Okay? Let's wait for it to stabilize and go online before we plug in back the router from the power source. So the modem is different to the router? The linx's router is different to the modem? So the modem is the one that came from your internet service provider. Did you unplug it earlier? Oh, I see. That's the modem, sir. I told you to unplug the modem and the router so that we can do a sequence reboot. Yes, sir. All right. So let's just wait for two minutes. It's okay. No worries, sir. I might be I might not be making myself clear. So, we're having a bit of a misunderstanding. [silence] Okay.
13:00
Speaker 1
okay. um in this though. okay. okay, i'm plug i'm plugging in the Xfinity device. okay, it's, okay. well, it's on. i can't tell if it's stable. it just says it's on. hmm. i think so. not sure. i don't see anything like that. i'm sorry. i i don't know what you're talking about, unfortunately. oh, okay, now. it's on again. um
16:00
Speaker 2
We can now plug in back your modem sir. Yes the Xfinity device and then let's wait for it to stabilize. All right just tell me if it's already stable does it have like um an internet light indicator you don't see anything.
16:00
Speaker 1
[DOWNWEIGHT] the Linksys it's it's three but it's it's a role lighter than all I know it doesn't show anything there it is there it is it's starting to blink well the heat in here might be messing it up I don't know okay it has a blue light that's blinking what does that mean oh should I cal
17:00
Speaker 2
You know the light indicator, how many light indicators showing on your modem? But on the Xfinity device, it doesn't show anything. Okay, uh let's just give it at least um 10 minutes then. Okay. Oh, okay. So it's still rebooting.
17:00
Speaker 1
and i think it's plugged in then okay okay okay
18:00
Speaker 2
No, no, just leave it as is. Let's just wait for it. I'll just tell you if it's already... a minute. [silence] All right, sir. Let's plug in back your router, your Linksys router.
18:00
Speaker 1
Is anything happening on your side? Oh, okay, okay. Okay, the light on the Xfinity box is stable and the Linksys is.
19:00
Speaker 2
we actually don't have visibility on it sir what we can only see here is the information of your router um normally the the Linksys router would reboot for at least two minutes for it to go online. So let's let's just give it some time.
19:00
Speaker 1
Well, let me check the, uh, my, my, my pad. I'm going to, I'm going to check right now. Yeah. Okay. Now, let's see.
21:00
Speaker 2
Yes sir uh we can check your connection if it's already back it has been two minutes
21:00
Speaker 1
not connected. Well, of course it wasn't. Let's see. Well, it says it's linked up. Hmm. But it's been gone that two times before and then failed, so I don't know. Well, it says it does. It says I do. Hmm. Is it because the cuz I have a feeling it's because it's I have a feeling it's just because it's system that it's having trouble now, but it might be that.
22:00
Speaker 2
Okay. That's good to hear. Okay. Uh huh. That's good to hear, sir. Okay. Let me just note that I'm sorry. I'm sorry. Uh huh. 'Cause sometimes, sir, you just have to do a sequence reboot or restart.
22:00
Speaker 1
Okay. Okay, that's something to remember. Thank you. Thank you. Okay. If it starts again, I'll check back. If it does start failing again, I guess I'll have to call it back.
23:00
Speaker 2
Boot up the network, that includes the internet source. Because the router is also just dependent on the internet service providers device. So if, by chance that you're, you have a issue with the router, I mean, with your connection, you should always go back to the source. You're very much welcome, sir. So for now, let's just monitor it. And, um, let's see if, uh, the issue will persist. And just don't hesitate to give us a call back so that we can do further troubleshooting. Alright, sir. You're very much welcome. I'm I'm s- [silence]
23:00
Speaker 1
Okay. Thank you. Okay, thank you. Bye. And thank you.
24:00
Speaker 2
Yes, sir. You don't have to worry. You can always call us back. All right. You're very much welcome, sir Edward. I guess that would be all for now. Um, have a great day and thank you for calling [silence] again. Take care.
24:00