V2 Rubric Detail — 8eaf9254-65e6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 22:40
Duration
9m 21s
Contact
Travis Winnegge
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133174
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership2.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall31.0% (-5.0)

V2 Grader Summary

The agent correctly identified the device was out-of-warranty and offered standard options, but failed to perform any troubleshooting, demonstrate empathy, or take ownership. Despite a red LED and post-factory reset state, no diagnostic steps were taken, and the customer was redirected to self-service without resolution. The call ended with the issue unresolved and the customer still disconnected.

V1 Case Analysis

MR8300 factory reset; red LED; out of warranty. Agent offered video link but no troubleshooting. No case created.

Troubleshooting Steps
  • Confirmed factory reset erases configuration.
  • Asked for model, serial, contact info, and ISP.
  • Checked LED status (solid red).
  • Offered self-service options: AI tool, video guide, paid support.
Key Observations
  • Agent failed to create or reference a HappyFox case, a critical protocol violation.
  • No attempt to guide customer through basic admin login (e.g., myrouter.local or 192.168.1.1), despite red LED indicating possible WAN or setup issue.
  • Repeated offering of same options ([05:00], [07:00]) without adapting to customer confusion, reducing efficiency.
  • Customer expressed uncertainty about accessing email without internet ([08:00]), but agent did not address this blocker.
  • No validation of whether customer could access video on mobile data, despite dependency on it for resolution.
Positive Highlights
  • Accurately collected model (MR8300), serial (2911M2CA00656), phone (701-799-6429), name (Travis Winnage), and email (winn605a@outlook.com) from customer.
  • Correctly identified out-of-warranty status and presented available support paths without misleading the customer.
  • Provided accurate support URL (support.linksys.com) and offered a relevant video guide as a free self-help option.
Agent Errors / Gaps
  • Failed to create or cite a HappyFox case number — a core protocol requirement.
  • Did not attempt any technical troubleshooting (e.g., login to router admin page, check WAN status, verify ISP handoff) despite being safe and standard for out-of-warranty cases.
  • Repeated the same three options multiple times ([05:00], [07:00]) without assessing customer understanding, contributing to inefficient flow.
  • Did not confirm whether the customer could access the video link without internet, creating a real risk the next step fails.
  • Provided no initial setup guidance (e.g., connect to default Wi-Fi, access myrouter.local) that could have unblocked the customer immediately.
  • Minimal empathy or reassurance; communication was transactional and lacked clarity on critical dependencies.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only self-service or paid support without resolving the issue or guiding the customer to reconfigure the router successfully.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting steps were performed—agent skipped power cycling, checking WAN, or guiding login despite red LED and post-reset state.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the device was out-of-warranty and presented available options, but failed to provide any best-effort troubleshooting before redirecting to paid/self-service.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent collected model/serial and noted red LED but did not ask about modem status, WAN connection, or attempt to diagnose cause of red light—no root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used—agent did not guide power cycle, check admin interface, or attempt remote diagnostics even though these are standard for red LED after reset.
T3 Partially Met No misinformation conf 91%
Correctly stated device was out of warranty and mentioned support.linksys.com, but gave inconsistent pricing ($15 then $6), which is materially inaccurate.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic call flow and presented options, but never set expectations about troubleshooting steps or managed transition from diagnosis to resolution.
C2 Partially Met Confirmed understanding conf 88%
Language was clear enough to communicate options, but agent used scripted tone without adapting to customer’s confusion about connectivity preventing video access.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership—immediately deferred to self-service or paid support instead of attempting to resolve the configuration issue directly.
O2 Met Proactive follow-through conf 94%
Agent clearly stated they would send a video link via email and advised the customer to wait 5–10 minutes, providing a concrete next step.
O3 Not Applicable Closure confirmation conf 100%
No prior interaction history was referenced or observable; this appears to be the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was performed, and given the out-of-warranty status and lack of confirmed hardware defect, escalation was not warranted.
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 96%
Agent never acknowledged customer’s frustration at losing all settings or expressed empathy—response remained transactional throughout.
X2 Not Met Tone & rapport conf 94%
Agent used a rigid, script-like delivery and did not adjust pace or tone despite customer’s visible confusion about receiving a video without internet.
X3 Not Met Overall experience conf 95%
Customer was forced to watch a video without internet access and reconfigure alone—adding effort instead of reducing it through guided support.
Call Transcript18 turns · 19 lines
Speaker 1
I wiped out my system. Yeah, I hit apparently reset and it lost connection to everything.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support is available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys, this is Gory Lau. May I help you? Okay. You are having problem with Internet connection, sir? Uh, okay. Because once you
00:00
Speaker 1
Yeah, that's what I do. Yeah, I kind of that's what I do. Okay. um model number Let's see. What would the model number be? Uh MR Okay Oh model number M.R. 8300 V1.1 Okay, it is 2911 M2 CA 00656.
01:00
Speaker 2
reset device sir. All the configuration that you set up will be erased. Okay. So in that case you need to like reconfigure the settings of the router, may ask sir. The model number and serial number of this router at the the bottom or underneath the device. Okay. And how about the serial number?
01:00
Speaker 1
That's cool. Yep. Midco. Midco. Midcontinent. My phone number 701-799-6429. Travis. Winnage. Yep. It's W-I-N-N-E.
02:00
Speaker 2
Okay, let me just check. So if I got it correctly, the serial number again is 29 V for Victor, 11 M for Mary, number 2, and then C for Charlie, A for Apple, 0 0 6 5 6. And again, the model number is MR 8300. Okay, and who's your Internet service provider? Medcom. My med com. All right. and can I have, okay. Can I have also your phone number? Uh-huh. Okay, and how about your first name and last name? Can you spell it your last name, sir?
02:00
Speaker 1
GG e. Okay well, the one that we use before or mine that I have now? Okay, it's W I N N six zero five A at outlook dot com. Correct. Correct. Red. Yeah, I was trying to do so is that I hit reset and apparently I wiped everything out again. I gotta learn not to hit but hit the renewal.
03:00
Speaker 2
Okay, how about your email address? Your email, your email now is very active email. Okay. Uh your email address again is W-I-N-N six-zero-five and then A-for-Apple at outlook dot com. Correct? Okay. What, um, as of now, sure. What is the color of the light on the, um, router? It's red. Okay. So again that...
03:00
Speaker 1
Yeah. It is red. Silence.
04:00
Speaker 2
Okay, again, but again, if the router is on, on, reset, zurr, all the notes that, all the setup that you made under the router will be erased. Okay. And as of now, you only have one Langsis device right? Okay. So to Fix that, since there's no internet connection, we're, and then you did the reset. So we need to like, reconfigure the device, Okay? And before we can um, start for any trouble-shooting, zurr, Okay? Let me just inform you about the status of your router. And it shows it here in our system that The router MR8300 is already out of warranty. And complimentary phone support is no longer available. Okay. But you don't need to worry about it, zurr, we do have options for out of warranty device. Our first up
04:00
Speaker 1
Got it. Well, I just need to get back so I can get my
05:00
Speaker 2
is our AI tool that you can take full advantage. You can check that on our website. That is support.linksys.com. All right? And then our second option is, I can send you an email with the link of a video that you can follow on how to reconfigure the settings. Okay? Our third option. This is our one-time non-refundable technical support. Okay? The technical support will last after 60 minutes. And that is our paid Connect service that will cost you $15. And in any case, after the troubleshooting, if we found out that your device is defective, there will be no refund or replacement. And there's no also guarantee that we will be able to fix the issue. So which options would you like to proceed, sir?
05:00
Speaker 1
Pack. Um what's going to be the easiest I guess. I have to rebuild the network right. And then it's it with that. What what was the first one again. Supposed. Okay. Then you do that my forum. How do I get that? Okay. Where do I find that at. yeah. Okay. Okay, and what's my second option? um probably do the video link, I mean, I looked like I could reset it, but I don't have a password for what I have. I couldn't reset a password or something like that. Like giving me an option to reset it and hopefully that would reset the system, but I don't know if that'll work or not.
06:00
Speaker 2
Okay? You can then write your questions there. You can ask on how to reconfigure your MR 8300. It will give you instructions on how to do it. The second option is I can send you a video link where you can follow the step-by-step on how to configure the router. Mhm. All right. And then the third option again, that's our paid connect service, where I can walk you through step-by-step on how to configure this router, and that is only for $15. For $6.
07:00
Speaker 1
No, I, let me. Do me the second one. Yeah. Is that on a computer or on a phone? Do I not have your internet connection? Okay. Yeah, but I won't get it cuz I'm not connected to the internet. Yeah. Okay. Okay. Okay. Yep. Send that to me, then please. Okay. I'll try that again then. Yeah. Yeah, I'll send you what you need. Okay. Is it working now? Okay. Yeah. Is it working that way? No, that won't work either. And I'll just send you what you need. That's fine. Okay.
08:00
Speaker 2
30 minutes of trouble-shooting. Okay. And again, one time, non-refundable. Okay. The video link. Okay. You can, um, yeah, you can, um, open it on your phone because this is a YouTube video, sir. Alright. And again, the email address where I can send you the link is w-i-n-n-6-0-5-A-4-a-u-p-o-l-outlookouthlook. If you have a data on your phone, sir, you may try to use it just to play the video, okay? And you can follow the instructions, okay? Great. Alright. So if you can, um, wait for my, uh, wait, after our call, sir, wait for five to ten minutes, okay? Well, um, [silence] done.
08:00
Speaker 1
Okay. Thank you. Okay. Thank you. Right.
09:00
Speaker 2
again, the website is it that you can also use our aid aid tool that support dot Linksys.com. All right. So thank you for calling links is this Scott. Uh, bye for now.
09:00