V2 Rubric Detail — 8686b358-794d-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 15:15
Duration
30m 18s
Contact
Alisa Bowman
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00109882
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300 - reinstall
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp3.21/5
Overall62.3% (+2.3)

V2 Grader Summary

Despite performing a factory reset and achieving Wi-Fi visibility, the agent failed to confirm actual internet connectivity or establish a follow-up path. The customer concluded the router was still faulty and planned to replace it, indicating no resolution. Technical accuracy and ownership were maintained, but absence of verification and closure resulted in an unresolved outcome.

V1 Case Analysis

Customer reported MR8300 router not providing internet after new modem installation (lightning strike). Performed factory reset and power cycle; Wi-Fi SSID reappeared and connected. Internet access not verified. No case created. Advised to test wired connection and contact support if issue persists.

Troubleshooting Steps
  • Confirmed router model (MR8300).
  • Guided customer through factory reset (hold reset button until LED goes out).
  • Instructed power cycle (unplug 15 seconds, plug back in).
  • Checked Wi-Fi SSID visibility and connection on mobile device.
Key Observations
  • Agent correctly identified the MR8300 model and provided accurate factory reset instructions per KB (hold reset until LED goes out).
  • Agent failed to verify actual internet connectivity after Wi-Fi reappeared — only confirmed device association, not WAN access.
  • No HappyFox case was created, violating protocol.
  • Long hold times (3–5 minutes twice) and silence reduced efficiency.
  • Agent gave contradictory reset instruction at [21:00]: 'keep on holding it until you see a solid blue light' — this is incorrect; the correct procedure is to hold until the light goes out.
  • Agent suggested connecting the TV to the router without confirming router functionality, creating unnecessary risk.
  • Customer provided email (skipper1835@yahoo.com) but it was not used for follow-up or case documentation.
Positive Highlights
  • Confirmed correct router model (MR8300) early in the call.
  • Provided mostly accurate factory reset guidance (hold reset until LED goes out) at [11:00].
  • Maintained polite and patient tone throughout the call.
  • Confirmed customer's email address and phone number accurately.
  • Allowed customer to test Wi-Fi and acknowledged successful connection before closing.
Agent Errors / Gaps
  • Did not create or reference a HappyFox support case.
  • Failed to confirm actual internet connectivity through the router — only verified Wi-Fi connection, not WAN functionality.
  • Gave incorrect reset instruction at [21:00]: 'keep on holding it until you see a solid blue light' — contradicts KB guidance.
  • Suggested risky action: advised connecting TV to router without confirming internet pass-through.
  • Did not verify serial number or warranty status, nor explain support eligibility.
  • Used excessive hold time (6+ minutes total) without progress updates or clear purpose.
  • Did not follow up with customer via email despite having the address.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer confirmed Wi-Fi connection but never verified internet connectivity; concluded router was faulty and decided to replace it.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed factory reset and power-cycle but did not verify WAN connection, check DHCP, or test internet access after Wi-Fi reappeared.
R3 Met Correct resolution path conf 95%
Agent correctly pursued troubleshooting for a supported MR8300 instead of offering RMA or dismissing due to lightning damage.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified solid blue light and lack of internet, but failed to ask about WAN IP, modem sync, or perform a direct internet test after Wi-Fi reappeared.
T2 Met Appropriate tools / resources used conf 90%
No remote tools available; agent used correct physical procedures (reset, power-cycle) appropriate to the scenario.
T3 Met No misinformation conf 95%
Factory reset and pairing instructions aligned with universal_factory_reset.md; no technical inaccuracies in guidance provided.
Communication
C1 Partially Met Clear & professional language conf 85%
Multiple unexplained holds and lack of framing after hold; no clear summary of progress or next steps before final disconnection.
C2 Met Confirmed understanding conf 90%
Used plain language, repeated instructions clearly, and avoided jargon — adapted well to non-technical customer.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on case, performed troubleshooting, did not transfer — demonstrated full ownership throughout.
O2 Not Met Proactive follow-through conf 90%
No next steps defined if issue persisted; customer ended call deciding to replace device, showing no follow-up path was established.
O3 Not Applicable Closure confirmation conf 95%
First contact confirmed; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and none was warranted — issue remained within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Polite and patient, but no explicit acknowledgment of frustration from lightning strike or repeated effort; empathy was generic.
X2 Partially Met Tone & rapport conf 80%
Maintained steady pace but did not adjust tone or engagement level in response to customer’s emotional state or tangential comments.
X3 Met Overall experience conf 90%
Avoided re-asking model number, used existing info, and guided efficiently through reset and verification steps.
Call Transcript37 turns · 46 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.
00:00
Speaker 1
Hi, this is Eunice. Speaking. Hello. Hi.Eunice,good morning . Welcome to the agenda. Hi, Darren. My name is Alisa Bowman, how are you? Hey, I'm hoping you can help me.
01:00
Speaker 2
Hi, thank you for calling Linksys. My name is Vince. I may help you today. I am doing great.
04:00
Speaker 1
I have a router that we had a lightning strike and the lightning strike fried our modem. So we, because we have a separate router modem. And so we got a new modem. So we have internet back 'cause I can hardwire in my TV to the modem. But we can't get the router to work. So I'm trying to determine if the router also, you know, has a problem now if we need to replace it or if there's something I need to do so that it will work with the new modem. Can you help me with that?
05:00
Speaker 2
Yeah. You want to determine if the router still works, as you might speculate it might have been affected with a lightning strike? All right. Thank you so much for that one, Ms. Alyssa. So before anything else, may I ask you to..
05:00
Speaker 1
[silence] no I think I called when I first set this router up um I set it up back in December of last year so we haven't had it you know working very long but it was working just fine until you know we had the issue with the thunder strike yes that's my number Okay.
06:00
Speaker 2
All right to confirm, Mr., Mr. S this is your first time calling links. All right, thank you so much. Let me quickly double check the phone number that you might have called before. Was it 757-8694-82-S all right. Let me quickly check on my end. All right. Thank you so much for patiently waiting, but upon double checking at your end, I do have some expectations. There seems to be no records pertaining the current phone number. We do apologize for the inconvenience, but I'll just have to create a new record instead. Once again.
06:00
Speaker 1
Try my husband, if you try my husband's cell phone, we might've used his, um back at the time, which is 757-869-5307. Yes. Yes, that's correct. Awesome, thank you. Yes, I'm looking right now.
07:00
Speaker 2
All right. Once name is. Mm-hmm. All right. What's the phone number? Mm-hmm. Mm-h-m. Mm-hmm. Your phone number is 757-869-5307. Mm-hmm. All right. Alright please confirm with me, please confirm with me is your email address that was registered here was it skipper1835 @yahoo.com? Thank you so much. All right it was registered here with your husband's phone number. So your router is an MR8300. Is that correct? Mm-h-h. Can you double check? Mm-hmm.
07:00
Speaker 1
Hold on. Just a second. It came like. I gotta, um, Hold on just a second. Yeah, here. Yes, it is an MR8300. The box says it's a Linksys AC2200 but the router itself is the MR8300. 28300. Um, yes, right now it is. Excuse me. It's showing blue and I've got it plugged into the um, power and to the modem but I'm not getting any internet.
08:00
Speaker 2
Thank you, is there any light, light right now on your linksys router? So it's solid blue. Is that correct?
08:00
Speaker 1
Yes. I had just unplugged it and plugged it back in. Tried one more time before I called you. Okay, thank you so much for your help. [silence]
09:00
Speaker 2
All right. All right. Thank you so much for that one. If we tried with you, just put the call on hold for 3 to 5 min to double check everything in mail. Thank you. [silence]
09:00
Speaker 1
with you. Yes, can you hear me? okay. good. Okay. How did we do that? Okay, and the reset button is on the router. Okay, just one second, let me do that. Get a flashlight.
11:00
Speaker 2
All right. Thank you so much for patiently waiting. Uh hi there. Can you hear me? Yes, I can hear you. All right. So once again, thank you so much for patiently waiting. Since you have a new modem, the out may not be sync properly, so we might need to proceed with the factory reset. To perform a factory reset hold the reset button at the back of your router until the light at the top completely goes out. Once the light goes out completely, you let go of the reset button. Yes.
11:00
Speaker 1
slide everything plugged in like it is [silence] okay [silence] like a little teeny red button [silence]
12:00
Speaker 2
gliave and hold the reset button until the light dies. Yes. [silence]
12:00
Speaker 1
Okay, it's out. Oh, it was out. Okay, it's out. Now it's blinking. Yeah, now it's blinking blue. Okay. Now it's blinking red.
13:00
Speaker 2
All right, once the light completely goes out, you let go of the reset button. No worries there. Let's just wait for it to finish rebooting. [silence] It's blinking.
13:00
Speaker 1
blinking red [silence] OK. OK, a solid blue, so I'm gonna let [silence] OK solid blue solid blue blue still still showing solid Still solid blue. But I don't see like Any of the lights on, you know, back of the router that usually would be flashing if it was connected. I don't see anything flashing there like in the internet port area. Okay. Thank you. I'll keep watching.
14:00
Speaker 2
No worries there, just focus on the one at the top. We'll just wait for two more minutes, let's see if the light might change to a different one. [silence]
17:00
Speaker 1
no still still solid blue okay okay I plugged it back in it's still showing solid blue
18:00
Speaker 2
Still no changes on the light. All right. Try unplugging the Linksys router from the power for 15 seconds. After 15 seconds, plug it back in. [silence] Tell me if it starts blinking.
18:00
Speaker 1
[silence] yes that's a I was just looking on my husband's phone while I have you on this phone and I do not see it when I go under Wi-Fi and it shows the available networks I do not see it that's what I would use I'd kept it with the original Wi-Fi I had the links was set up with my I never changed it so I don't I don't see that either [silence]
19:00
Speaker 2
We now know you have it plugged in with just white and the link is solid. We're going to plug it into the Wi-Fi. keep on holding it until you see a solid blue light. And then you can let go of the reset button. [silence]
20:00
Speaker 1
It's still the same, still the solid blue.
22:00
Speaker 2
What's the light in the router? You're still holding the reset button is that correct? All right try letting go of the reset button. When you let go of the reset button, is there any kind of difference on the light as well? Or did it stick to a solid blue light? All right. We're gonna try one more troubleshooting step to determine if the router really is no longer working. Okay.
22:00
Speaker 1
Okay, I did it five times, and right now it's still showing solid blue. Okay, thank you for your help and for your patience. I figured it was worth a try before I go out and have to buy another one if I could resurrect this one.
24:00
Speaker 2
Let's just wait for 3 minutes to see if the router reboots or starts flashing or changes to a different color. No worries there. We're currently also trying to determine if the router really is not working anymore.
24:00
Speaker 1
Okay, thank you. Actually my, I don't have my computer wired to it. I have our smart TV wired to the modem. So we can use the TV. We had the, originally the TV was coming through the router, which was connected to the modem. But we unplugged the TV from the router and put it straight to the modem just to prove that we had internet. So, so that's working. So, anah. you want me to try to connect the TV to the router?
25:00
Speaker 2
you mentioned that your computer is wired to it, but you cannot access anything online, to the modem. I see. Go ahead. Um if your TV can connect to the router, go ahead and try it to see if it can also go online. Just for some testing.
25:00
Speaker 1
but if the router doesn't work, then my TV will go down, right? Yeah, I'm thinking maybe not. if I don't have to.
26:00
Speaker 2
yes. if it's available. Yes. but you can always wire it back to the modem so that it can go back online. However, if it's too risky, you don't need to do it. now, Warren City. So right now the light is still solid blue, no changes. All right. Thank you so much. Can you double check one more time on your phone or any device to see if the Wi-Fi name shows up? [silence] Yes, it does. [silence] All right, oh, it's connecting. Oh, okay. All right. All right, it's not really. All right. [silence] ...check I can connect. Did it connect now? [silence] Oh, yes, it did. It connected. All right. I'll just put the call and hold for three to five minutes, double check everything that we've done so far. Would that be okay? Thank you so much.
26:00
Speaker 1
how i can afford the service yeah the hospital yeah okay yes if you save it because you know yeah you know we hope you say you say you get it that's that's it that's that is how you would work at the state hospital and i believe that that's her Mitch McConnell and Democrats. Are you welcome? That's what I was afraid of, but it was worth a try, and I appreciate your help and your patience. And so, if I go buy another one, um, I'll try to see if I if they have another like this one, because this one didn't really work good until the lighting got it. So, um, but how
28:00
Speaker 2
Thank you so much for patiently waiting, miss Sosa.
29:00
Speaker 1
hopefully, I have an easy setup with the new one and have some instructions with it and thanks again for your help. I really do appre- appre- thanks you. Take care buy bye.
30:00
Speaker 2
All right. Thank you so much for calling Linksys as well. And as always, take care and have a great day as well. Bye-bye for now.
30:00