V2 Rubric Detail — 8ebb934a-6b24-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 14:46
Duration
18m 46s
Contact
Sohrab Dadfar
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

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

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.07/5
Overall19.9% (-36.1)

V2 Grader Summary

The agent failed to resolve the MR8300 setup issue by skipping required OOW troubleshooting, providing materially incorrect technical information (falsely claiming the device is EOL), and not using available tools. Despite offering paid support or replacement, no meaningful progress was made toward resolution, resulting in an unresolved outcome with multiple critical misses in technical accuracy and customer effort reduction.

V1 Case Analysis

Customer attempted to set up MR8300 router after moving. Router shows solid red LED and no internet. Agent confirmed out-of-warranty status, offered paid support, and recommended purchasing an MX6200. No troubleshooting steps resolved the issue.

Troubleshooting Steps
  • Requested serial number (29V10M28AD31A3).
  • Confirmed Ethernet cable was plugged into wall jack and router.
  • Observed router LED status (blinking blue, solid red).
Key Observations
  • Agent correctly identified the router model and warranty status based on customer input.
  • No technical troubleshooting steps were performed despite clear opportunity (e.g., power cycle, verify WAN connection, check for IP assignment).
  • Agent offered a valid self-help path (email instructions, AI bot) and a specific product recommendation (MX6200).
  • Communication was disorganized and filled with filler, leading to customer confusion.
  • Payment discussion was handled per policy, but the offer was made before any diagnostic steps.
Positive Highlights
  • Correctly identified the MR8300 model and confirmed it was out of warranty based on explicit statement at [12:00].
  • Offered a paid support option per policy after confirming warranty status.
  • Provided a specific and compatible product recommendation (MX6200) when the customer asked for advice on upgrading [17:00].
  • Offered alternative self-help paths (email instructions, AI bot) when the customer hesitated on payment.
  • Captured a clear serial number (29V10M28AD31A3) despite initial confusion.
Agent Errors / Gaps
  • Failed to verify proper WAN connection or guide through basic router setup steps (e.g., power cycle modem and router, check for DHCP, verify internet port LED).
  • Did not confirm whether the Ethernet cable was connected to the correct port (WAN vs LAN) — transcript shows confusion about 'internet port'.
  • Provided no actionable troubleshooting steps despite the issue being a common setup problem.
  • Pushed paid support before attempting any free, safe, and basic triage steps.
  • Did not summarize next steps clearly before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the setup issue with the MR8300; instead offered paid support or replacement without attempting troubleshooting.
R2 Not Met Diagnostic thoroughness conf 94%
Only basic questions were asked (serial, ISP, cable connection); no diagnostic steps like checking admin page, rebooting, or interpreting LED patterns were performed.
R3 Not Met Correct resolution path conf 93%
Agent correctly identified OOW status but failed to provide required best-effort troubleshooting (e.g., factory reset, firmware check, admin access) before suggesting replacement.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent confirmed symptom (solid red light) and asked about cable connection, but did not follow a logical diagnostic sequence to isolate cause.
T2 Not Met Appropriate tools / resources used conf 92%
No tools (admin UI, diagnostics, remote session) were used despite the issue being resolvable via http://myrouter.local or LED interpretation.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated MR8300 is end-of-life with no firmware updates — MR8300 is a supported Intelligent Mesh model with active auto-updates (per universal_firmware_update.md and universal_legacy_device_wifi.md).
Communication
C1 Partially Met Clear & professional language conf 86%
Agent introduced the call but allowed long pauses, repeated confirmations, and failed to set clear expectations for next steps or timeline.
C2 Partially Met Confirmed understanding conf 84%
Agent used technical terms without simplification and did not consistently confirm understanding, though customer seemed technically aware.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stayed on the call and offered options (paid support, email guide, AI), but did not take ownership of resolving the actual setup issue.
O2 Not Met Proactive follow-through conf 91%
No specific next steps or timelines were given; only suggestion was to buy a new router or pay for support.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within L1 scope and could have been resolved with basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent apologized for inconvenience but remained transactional; did not acknowledge customer’s effort or frustration meaningfully.
X2 Not Met Tone & rapport conf 89%
Agent did not adapt to customer’s repeated clarification needs or confusion about process; tone remained flat and repetitive.
X3 Not Met Overall experience conf 92%
Customer repeated serial number and setup details multiple times due to poor information capture and lack of active listening.
Call Transcript30 turns · 34 lines
Speaker 1
Hi, my name. Sorry, my name is Sohrab Das Far, S-O-H-R-A-B dot N-M-B-A-D-F-A-R. And I have been using links to service routers for a very, very long time. I was wondering if I can get some help from you.
00:00
Speaker 2
Welcome to Linksys [silence] 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'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] Hello, thanks for calling Linksys Technical Support. This is Charm. How can I assist you with today?
00:00
Speaker 1
And I'm sorry, I missed your name.
01:00
Speaker 2
[silence] Mhm.
01:00
Speaker 1
And that is Linksys max strength Tri-band mesh Wi-Fi 5 router, which I believe it is a stronger and more a newer than the other one. Am I correct? And I am wondering if you can help me. I have some documents I have found online. And if you can help me to replace this to to put this new Linksys instead of the other one. I'm wondering if you can help me with that. Yes, exactly. It was previously set up in Florida, but then I unplugged it from there. And I believe I even did that red button that completely.
02:00
Speaker 2
Yes, sir. That is correct. All right, so you want to set up this new Linux router on the Ohio, is that correct?
02:00
Speaker 1
Sure, sure, sure, okay, hang on, let's see, there are three numbers here, uh let me, okay, I read the number is M R 8300. Now the other side is a for which one is the serial number? Is the top one, the middle one? Well, let me go back of the
03:00
Speaker 2
I see. OK, now, we're sure. Let me assist you with this concern. But before we proceed, sir, kindly provide the serial number of the new router that you want to set up.
03:00
Speaker 1
Back of it, here, if you allow me, I put on my ear, earbuds that would make my hands, like, free. I can do better. Can you pause for one second? Please let me put on my earbuds. Thank you. Thank you for your help. Hello, can you hear me okay now? Oh great. Okay, let's take this router out of it's box. And it is actually, yes, I have the name or password. The serial number is 29V, like Virginia, one. I believe that is zero. M-28A D-31A-3.
04:00
Speaker 2
Sorry, sir. Yes, sir. I can hear you. Thank you.
04:00
Speaker 1
I'm sorry? [silence] I'm sorry. I didn't understand that say it again one more time? [silence] Oh, TSC. [silence] Here in Lima, Ohio. T C T like Thomas, S like Sam, C like Cat. This is. Got it. [silence] Thanks so much for your help. [silence] I. I believe I have them done. I believe I have done them, but maybe I'll do it again on top, when I unplugged it in Florida. I believe I did. [silence] I believe you have done it.
05:00
Speaker 2
Sure, yeah, actually I got it. Nothing track here. And also, Sir, may I know who is your internet service provider? I know who is your internet. Please, delete. I guess Teddy. Got it. Thank you so much, Sir. And also that you mentioned that you already press the reset that of this new modem that you have. And just to confirm also, sorry, did you hook it up already to your modem? I already did. And now, let's see, it's right now, I'm trying to browse actually, it could just, it's right now, it's right now, I'm trying to browse actually, it could just, it's right now, actual, it's just, that's the same, I just now connected to my modem and I start browsing now.
05:00
Speaker 1
I don't have a modem here. I have a Android cable that I can connect it. We don't have a modem. Is that plugged into the cable? No, no. I was waiting for you to. So should I do that? Unplug the old one and plug this one. It should be good to go. Did you have the alarm already on the tablet? I'm sorry. Say that again one more time. Would you plug in your browser? No, not yet. No, no. I was waiting for you to. So should I do that? Unplug the old one and plug this one.
06:00
Speaker 2
All right. So, the internet cable is coming directly from the wall? All right. Did you hook it up already, sir? On the internet cable. Did you plug in or hook up this router to the internet cable? Um, yes, sir. So that we could check what's the light status after.
06:00
Speaker 1
all right okay I am now going to un un plug the old one and plug this one. all right. okay and I okay okay okay unplugged also the it turn that okay. all right. okay. okay. I I plug in the ethernet. Now I plug the power cord. okay. the blue light is on. and I have all the password everything. I have all speed and everything. we need to wait for about 30 minutes. okay. and now the signal. thank you. and it is blinking. and I take those two, I don't know what you call it, the mesh or arm, take them off, right? okay, okay, great. thank you for your help. thank you.
08:00
Speaker 2
All right, so since you just plug it in, sir, we need to wait for about two to three minutes until the device is done starting up. Yes, sir.
09:00
Speaker 1
It is. Yes, it's blinking. [silence] And I do believe I did, when I unplugged it, I did [silence] push that red button. [silence] I don't know whether I need to do it again or not. [silence] It is blinking blue. [silence] Now it is red. Solid red. You plugged in the cable on the internet for correct. Yes. The Ethernet, yes, the cable that I had from the wall and I unplugged it from the old one and plugged it to this one. Yes. It is an Ethernet. Yes. Yeah, back is blinking. Right above internet. I see a blinking yellow or orange. It is not solid red.
10:00
Speaker 2
a solid red, all right and you plug in the cable on the internet port, correct? at the back of the modem, the router the cable, so just to confirm, um, the cable is plugged in
11:00
Speaker 1
Yes, exactly. Exactly. Yes. Terrible. Yes. All right, and also try to just metals approaching to make sure you but router that you have this router was already out of party and separate by being you see.
12:00
Speaker 2
All right. All right. And also, sir, just to set the proper expectation, sir, I've been checking with this router that you have. This router was already out of warranty last December 23 of 2021. And for the out of warranty device, sir, I do applogize for any inconvenience.
12:00
Speaker 1
you can provide a free troubleshooting with the phone um if you if you were through the video I can provide you a one-time technical support um technical support session of [REDACTED_PAYMENT_DIGITS] minutes [REDACTED_PAYMENT_DIGITS] minutes $[REDACTED_PAYMENT_DIGITS]$[REDACTED_PAYMENT_DIGITS] but if you don't want to proceed yeah you got it yeah payment what they can do here is um I can send you an email check um step by step instruction you can follow after your phone um and also you can try our um IHS um software program and it is free of charge free of charge yeah yeah well you know what I would prefer I'll be glad I'd be paying for it. I would prefer paying for it.
13:00
Speaker 2
Sorry, but I could not provide you free troubleshooting over the phone. However, if you insist, I can provide you a one-time non-refundable technical support session last 6 up to [REDACTED_PAYMENT_DIGITS] minutes, but you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, if you don't want $[REDACTED_PAYMENT_DIGITS], sir. However, if you don't want to proceed with the payment, what I can do here is I could send you an email instead, a step-by-step instruction, on how to set it up yourself. And also, you may consider they're trying our links as AI for guidance, and it is free of charge. Which one would you prefer? [silence]
13:00
Speaker 1
And just if you help me, that would be great, I would prefer to do that. All right, so you want to proceed with the $15 repair then? Right. It's 1-5, right? $15. Yes. Yes. Yes. Yes. Yes. Yes. Yes. By purchasing this service, you agree to a one-time non-refundable technical support session, I think up to 60 minutes. Yes. If within that time, we are unable to solve your issue or determine if your product is defective, you are free to call the place of purchase. I understand. All right, so do you agree to this? I'm sorry. Uh, do you agree to the Price? Yes. Yes, yes.
14:00
Speaker 2
All right. So, you want to proceed with the $[REDACTED_PAYMENT_DIGITS] payment? Yes, I'll take it. Yes, sir. All right. So, by purchasing the service, sir, you agree to a one-time nonrefundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes. If we're unable to resolve your issue or determine your product is defective, no refund or replacement will be issued. All right. So, do you agree to this? Do you agree to this paid connect and the paid service is for troubleshooting only and does not include follow-up suggestions.
14:00
Speaker 1
No, no, no just if you helped me to hopefully. Uh but do you think before going farther that it is worth it to keep this but because this is also as you know a few years old or should I go ahead and purchase a new route here? What are your thoughts? What are your professional thoughts? Is it working? because I'm in Florida um happening from the other country. It was working in Florida, yes. I don't know if it's working for um um um however, it is And it's okay, and it's fine. Um um um um um um advice, it means that um um um um update the further uh firmware,
15:00
Speaker 2
Is it working before sorry? When you unplug it from the other country? As long as it's working, sir, then it's still, um, still got good to go. However, since this router was already part of end of life, um, device, it means that we don't manufacture this device anymore and no updated firmware.
15:00
Speaker 1
Oh, there is no update. Now there might be some from the future, because it might not be a hope above here, Mr. Modem, to truly have, um, an infectious in the future, but there would be a situation. Oh, so maybe I'm better off to purchase a new modem, is that what you're saying? A new router. We don't have a modem here. Yes, sir. What they could do, we can put the one that can use it split as a high-speed, but it's a, it's better. Okay. Well how much are they these days something good for a home of about 2,200 300 square foot? And we don't use too many [silence]
16:00
Speaker 2
So, there might be some problem in the future because it might not hook up to your modem because your modem will eventually have updated firmware in the future. So, there might be a connectivity issue. Um, Yes, what I can highly suggest you, sir, is, yes, you can purchase a latest router instead.
16:00
Speaker 1
We have four two laptops, two phones uh cell phones and couple of other equipment like a tablet or so. Wait just a second while you get on the. Amazon . Would you would you give me any particular just immediately modem number that what you prefer what you would recommend or no? So I can provide you. When you get Okay . If you give me a model number that you think is good for what I shared with you that then I'll go ahead on Amazon and purchase it. You can pick yourself. Yes, I have. I have a paper and pencil handy. The zone is MX 6200. MX 6200? Yes, sir. So, MX 6200, right? Yes, sir. Okay. I will look into it. Thank you very much for your help. Thank you. Thank you so much. Thank you. Thank you. Bye. Bye.
17:00
Speaker 2
all right. So the model number is M-X-6-2-0-0. Yes. Yes that is correct. that is correct. All right. Thank you so much also, sir. Have a good one.
18:00