V2 Rubric Detail — 88fd07c8-7ae1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 15:27
Duration
5m 56s
Contact
347-485-9281
Issue Type
WiFi Connectivity
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

Resolution2.00/5
Accuracy4.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.3/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall24.2% (-41.8)

V2 Grader Summary

The agent correctly identified the router's online status via LED but performed no meaningful troubleshooting for a device-specific connectivity issue. Despite the MR8300 functioning normally with other devices, the agent failed to investigate router-side settings such as MAC filtering, Wi-Fi security, or connected devices — steps required by KB guidance. This resulted in an unresolved case with no ownership, poor customer experience, and unnecessary effort placed on the customer.

V1 Case Analysis

Customer unable to connect Spectrum 101T cable box to MR8300 Wi-Fi. Agent confirmed router health via LED, verified other devices connect, and advised contacting Spectrum. No router-side configuration checks performed.

Troubleshooting Steps
  • Confirmed router LED status (solid blue) indicating healthy operation.
  • Verified that other devices can connect to the router.
  • Collected Spectrum cable box model number (101T).
Key Observations
  • Agent correctly interpreted the solid blue LED on the MR8300 as indicating normal operation (per led_mesh_system_identifier.md).
  • Agent did not verify whether the Spectrum 101T cable box actually supports Wi-Fi connectivity before concluding the issue was out of scope.
  • No router-side checks were performed (e.g., SSID visibility, security mode, MAC filtering) that could have ruled out simple configuration mismatches.
  • Call was efficient and well-structured, with clear next-step guidance provided to the customer.
Positive Highlights
  • Accurately identified the MR8300 model and correctly interpreted the solid blue LED as indicating the router is online and healthy (per led_mesh_system_identifier.md).
  • Confirmed that other devices connect successfully, isolating the issue to the cable box.
  • Collected the specific model number (Spectrum 101T) for reference.
  • Provided a clear and actionable next step by advising the customer to contact Spectrum support or request a technician.
Agent Errors / Gaps
  • Did not verify whether the Spectrum 101T cable box supports Wi-Fi before concluding the issue was out of scope.
  • Failed to perform basic router-side troubleshooting steps such as checking if the SSID is hidden, confirming security mode compatibility (e.g., WPA3), or verifying MAC filtering settings — all of which are relevant per adjacent_connecting_devices.md and adjacent_network_security.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent concluded the issue was out of Linksys scope and advised customer to contact Spectrum; no resolution or troubleshooting was provided for the Linksys device.
R2 Not Met Diagnostic thoroughness conf 90%
Agent only asked for model number and LED status; performed no troubleshooting steps such as checking Wi-Fi settings, MAC filtering, or security mode via router admin interface.
R3 Not Met Correct resolution path conf 90%
Agent dismissed the issue as out of scope without attempting any Linksys-side diagnostics, despite the customer reporting that all other devices connect successfully — indicating a potential router configuration issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified the symptom (Spectrum box not connecting) and confirmed router LED status, but did not ask diagnostic questions about Wi-Fi password, band, security settings, or MAC filtering as required for device-specific connectivity issues.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use the router admin interface (http://192.168.1.1) to check Wi-Fi settings, connected devices, or MAC filtering — tools clearly needed to diagnose why one device fails to connect while others work.
T3 Met No misinformation conf 95%
Agent correctly stated that a solid blue LED on the MR8300 indicates the router is online and connected to the ISP, which is technically accurate per Linksys documentation.
Communication
C1 Met Clear & professional language conf 90%
Agent set clear expectations early by explaining the LED meaning and maintained control of the call, guiding it to a close without confusion or loss of direction.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but did not confirm understanding or adapt to the customer’s fragmented speech; missed opportunities to clarify terms like 'Spectrum box' or 'modem'.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent transferred full responsibility to Spectrum without attempting any Linksys-side troubleshooting, failing to take ownership of the case within support scope.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested a Spectrum technician visit but provided no timeline, follow-up plan, or interim steps for the customer to try, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff was involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No internal escalation occurred, and none was warranted as the agent correctly determined the issue appeared to be with ISP-managed equipment after basic triage.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent remained procedural and did not acknowledge customer frustration or express empathy; tone was transactional with no sincerity or recognition of repeated effort.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt to the customer’s pauses, confusion, or fragmented speech; maintained a rigid pace without checking comprehension or adjusting communication style.
X3 Not Met Overall experience conf 90%
Customer was left to repeat the issue to Spectrum with no diagnostic data or actionable steps from Linksys, resulting in unnecessary effort and repetition.
Call Transcript10 turns · 11 lines
Speaker 1
Hi, Van. So I, I purchased a LinksysIn product. Um, and for some reason, I'm unable to use it to connect to my um, Spectrum cable box. Um, I, I talked to Spectrum about um, my wi-fi. It's running well, the. But for some reason,, uh, when I try to connect my, um, uh,
00:00
Speaker 2
Welcome to Lynxis 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. I thank you for calling Linksys. My name is Ven, and I'll help you today.
00:00
Speaker 1
[silence] Of course. see you. So I have the uh 29 V 1 0 as in Mary 26 H as in Apple 0 6 9 5 8. Oh sorry sorry sorry. the model number. Sorry the model number is uh M R A 300. 0 Oh Okay. yes. Uh solid blue.
01:00
Speaker 2
Yeah, MR 8300 29, is there a [silence] any light on your linksys Router? [silence] And what's the color of the light as well? [silence] solid blue. [silence]
02:00
Speaker 1
Yes. Um, but for some reason it, the only thing it's not, it's not able to connect to is the spectrum box, not the, not the TV itself, but the spectrum box. Oh, I'm sorry. Um, no, they both, they both work perfectly. Um, I'm just having um network connectivity issues with uh being able to connect it to just the, the, the spectrum cable box itself. It's able to connect to everything else. Uh everything else works perfectly, it's just the um, uh it's just the spectrum um it's not able to, the spectrum why? Uh
03:00
Speaker 2
I'll set your expectations. A solid blue light on this specific model indicates that your router is working and connected to spectrum. Mhm, what you mean by the spectrum box? You mean the modem or the router?
03:00
Speaker 1
cable box is not able to connect to the Wi-Fi, but everything else is perfectly working fine. Let me see, There's a few. Is there anyone in particular that you're looking for? Uh, Spectrum 101t. Yes.
04:00
Speaker 2
I see Is there a model for your Spectrum cable box? For your cable box, what's the model for this one? Spectrum 101T Alright If that's the case, there's uh for this one
04:00
Speaker 1
That was correct. Yes. Understandable. No, no, that that would be all. Thank you. You too as well. Bye. Bye.
05:00
Speaker 2
This is only operated on spectrum's end. So any kind of configurations that needs to be done, it needs to be on Spectrum and not on your linksys. Just to confirm or just to double check with you, all devices that tried to connect to your MR8300 works without any issues. Is that correct? All right. So if that's the case, I'll set the expectations that this is within currently out of our scope and Spectrum needs to be the one to deal with this one. If it's possible, have a technician from Spectrum reach out to you and have them come by to your place to physically check out the unit instead. All right. Is there anything else that I can assist you with? All right, thank you so much for calling linksys. Take care and have a great day. Bye bye for now.
05:00