V2 Rubric Detail — 9db52a56-7a55-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 22:45
Duration
14m 45s
Contact
Patricia Martel
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00136277
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution1.56/5
Technical3.12/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall41.6% (-12.4)

V2 Grader Summary

The agent provided a product recommendation for a newer mesh system but failed to resolve the immediate hardware power issue or establish clear next steps. Troubleshooting was incomplete, communication lacked empathy and structure, and no follow-up plan was set, leaving the customer without resolution.

V1 Case Analysis

Customer reports WRT1200AC and modem not powering on. Agent suggested power source issue and ISP contact. No model/serial collected. No resolution reached.

Troubleshooting Steps
  • Asked if devices were on same extension cord [06:00]
  • Suggested trying different outlet/power strip [06:00]
  • Confirmed power switch should be in 'on' position [08:00]
  • Verified that modem should power on independently of router [10:00]
  • Advised contacting ISP regarding modem [11:00]
Key Observations
  • Agent correctly identified that the modem should power on independently of the router [10:00], demonstrating accurate topology understanding.
  • Agent failed to collect product model or serial number despite troubleshooting a hardware fault, a critical protocol miss.
  • No systematic power-source test was performed (e.g., testing with known-good adapter, checking outlet voltage).
  • Agent did not offer any self-help resources, KB links, or follow-up plan beyond suggesting ISP contact.
  • Customer mentioned prior conversation confirming router is out of support, which aligns with WRT1200AC being EOL per KB.
Positive Highlights
  • Agent correctly stated that the modem should power on independently of the router [10:00], showing accurate network topology knowledge.
  • Agent acknowledged the possibility of insufficient power from the extension cord [06:00], identifying a plausible root cause.
  • Agent remained polite, used the customer's name, and maintained a professional tone throughout the call.
  • Agent correctly identified WRT1200AC as an older model and implied it is out of support, consistent with KB guidance on EOL products.
Agent Errors / Gaps
  • Did not collect product model or serial number, which is required for hardware-fault troubleshooting and warranty verification.
  • Failed to guide customer through complete power-source validation (e.g., test with known-good outlet/adapter, check power switch orientation).
  • Did not provide any self-help resources, KB links, or follow-up instructions to assist customer independently.
  • Did not confirm whether customer had already tested devices in different outlets with known-working equipment.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the core issue (no power on router/modem) nor confirmed a replacement purchase; call ended without resolution or clear next steps.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent identified no lights and suggested checking power strip and modem, but did not guide systematic power-cycle or verify power adapter compatibility; troubleshooting was partial.
R3 Partially Met Correct resolution path conf 86%
Agent correctly recommended a current mesh system (MX2000/MX6200) for an EOL device, but failed to fully explain limitations of the old WRT1200AC or offer best-effort troubleshooting for the power issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (no lights) and asked about the power strip, but failed to perform a logical diagnostic sequence for a power failure (e.g., verifying the power adapter itself or checking for a blown fuse/breaker).
T2 Met Appropriate tools / resources used conf 90%
No remote tools or logs were available or necessary; agent used observation and questioning appropriately for a hardware power issue with no connectivity.
T3 Partially Met No misinformation conf 85%
Agent correctly identified MX6200 as Wi-Fi 6E and correctly identified the WPS button. However, the agent misidentified the customer's device as a 'W-R-T 1200' without confirmation and provided vague advice regarding the modem's power state.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but allowed long silences and topic drift; did not set agenda or manage transitions clearly, though did not lose full control.
C2 Partially Met Confirmed understanding conf 83%
Agent used simple terms but failed to confirm understanding on power switch or WPS button; some adaptation present but not consistent throughout.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stayed on the call and offered product advice, but did not take ownership of the hardware failure or initiate ISP contact despite customer confusion.
O2 Not Met Proactive follow-through conf 92%
No specific next steps, timelines, or follow-up commitments were established for resolving the power issue or completing a purchase.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was clearly warranted given the nature of the issue (hardware failure, possible power supply).
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 86%
Agent was polite but did not acknowledge customer frustration, repeated attempts, or stress from lack of internet; minimal empathy shown.
X2 Partially Met Tone & rapport conf 84%
Agent responded to questions but did not adapt tone or pace to customer’s visible confusion; maintained neutral delivery without checking comprehension.
X3 Not Met Overall experience conf 90%
Customer repeated details about extension cords and power issues; agent did not consolidate information or reduce effort despite clear confusion.
Call Transcript28 turns · 29 lines
Speaker 1
[silence] um yes hi Gerald. I just called and I spoke to a very nice lady May um I have a linksys router um router that is out of it it it ended I guess last year she told me so I gave her the model number and she told me and I'm what I'm doing is I'm trying to look in and buy another one and she told me about
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. So, [silence] thank you for calling Linksys. My name is Gerald and I'll be your tech rep.
00:00
Speaker 1
it'll 2000 or 6 200 MX. I think she said six E. Does any of that sound like I'm just trying to figure out what to buy to order another link this. Could you help me with that? Well that's what? Pardon me? Yes, yes, I am. Oh, thank you so much. Yeah, and, so go ahead. Okay. And I was looking, she told me to go on to Amazon and look on there and, um, let me see if I can pull it back. I don't have Wi-Fi.
01:00
Speaker 2
Sure. So, um, you said MX2000, right? I can see your record right here. Mhm. So, I can see your record, you're Patricia Martel. Uh, so, ah, so I was about to say that the recommendation here is MX2000 and MX6200. Mhm.
01:00
Speaker 1
So, I can't really do a whole lot. Um, what is the 6 or 6E that she was talking about? It's 1100 just right around 1100 square feet, and it's I live in a condo and we're on the ground floor, there's one floor above us, and it's two bedroom, two bath. And um, so we probably have maybe six or eight. Because we got a printer and we have the phones. Um, you know, if you
02:00
Speaker 2
uh so the MX2000 and the MX6200 they're both mesh systems but the other one is uh more better when it comes to specs the the MX6200 is uh Wi-Fi 6E router more advanced compared to the MX2000 but let's place it on what you need and uh can you tell me and can you give me a idea how big is your home how many devices you have there
02:00
Speaker 1
little things there was this one that comes up it's called Linksys gig micro mesh Wi-Fi 6 router um and I don't know I wanted to be able to give you the model number to see is is this an okay one? I mean, it's just a little white one. and I don't it's um the one that I that's not the one that I have I was looking to purchase this one, but I don't know if this is what I'm supposed to get she said the mesh and then she said the six router um 2000 sq ft, but this was released in 2024. so I didn't know if that was a good thing to get. [silence]
03:00
Speaker 2
Yeah. I can see it right here. The router with the two extenders. Correct. Uh, right. Understand. Let me check that for you. So, I think we're on the same page because I can see the links is multi-gig.
03:00
Speaker 1
[silence] It's white [silence] This one doesn't show any towers. That's why I was trying to figure out. Um, no, this one here is $49, but I'm just trying, I just put in this also 2000 and this is what comes up. Now, there is one here that's a Hydra Pro 6, it's a 200. But she said that we could get them for somewhere around 100. There's this Lynksys MR. This one says Overall great. It's a Lynksys MR 20 EC dual band mesh Wi-Fi 6 router, 3.0 speed and infringe PP says AX3000 connects 25 devices. It's [silence] and then three for network management, vertical setup, [silence] with company-wide Wi-Fi access. [silence]
04:00
Speaker 2
oh, okay.
04:00
Speaker 1
80 bucks. I was trying to get something in tomorrow but that doesn't look like it's going to happen. Unless you can recommend something that I can get. The MR 2000E, It's black and it has two little antennas sticking up in the back of it. Right underneath? Yep, yep, I see that. Okay. And then I just have to have the yeah, the Ethernet cable. Okay, and the other end of the Ethernet cable goes into?
05:00
Speaker 2
I see. No, I think we're, I can see it now. The 49492, right? it does not plug extender but I would say get the MR20 instead because this is, uh, this get, correct. This can be plug and play but I would suggest that set it up, configure the wireless settings of this well, once you have this. But yeah, um, get the MR20020, easy. Yeah, with a blue light indicator and front with a Linksys logo.
05:00
Speaker 1
Okay now I'm getting a new one now right now what happened is uh I come home from work and there's nothing so I go and you know sometimes if I have to unplug one you know like if we're having little issues or anything I'll just unplug it and then plug it back in and everything like reboo and I've called before and they said before you call why don't you try this so I did that but no lights at all come on on my router or my modem when I and it's plugged in I even changed out the extension cord I'm thinking well maybe something happened because of where it's at uh I had have to have an extension cord because I don't have the plug there
06:00
Speaker 2
Yes, correct. That's right. right, so I'm thinking that's probably a power issue, uh, it's not receiving enough power, but since there's no light, it's not turning on. But what's confusing is that you said the Modem is also not turning on.
06:00
Speaker 1
[silence] Correct. And that's why and both of them were plugged into the same extension cord, they've been plugged into it for probably five years. So I changed out the extension cord, but it's still not there's still not neither one of them are coming on. I'm going to try to go back in the house. Right, right. You can see that, yeah, it's older. So that's why I just didn't understand why why won't either one of them turn on at all? I even put it in different a different plug, a different plug and I still can't get either one.
07:00
Speaker 2
maybe it maybe it call your internet provider too to check the modem because it's not normal that your modem is not turning on your lins is how would i understand that because it's the W-R-T 1200 it's, we can say it's old something like that.
07:00
Speaker 1
Um, I'm wondering, you know what, I flipped a switch here and I'm wondering, does a switch have to be in the circle or in the straight line? Ih.
08:00
Speaker 2
the number one the one yes yes correct if you power it on there should be a light and uh at the top i think let me check i forgot no
08:00
Speaker 1
The same power ports? Yeah, yeah, I have other things here. Let me try to plug other things into it. Um. Okay, let me let me plug this one into it here. This is where is um. yeah. Me. You see that you see that red light on that right there? Yeah. Okay, let me know if it goes out. Does the red light. Yeah. Okay.
09:00
Speaker 2
Hmm. Maybe, uh, not really sure. Have you tried other devices using the same, um, same power adapter or power strip? Yeah, power cord. Did those devices work using the power strip? [silence]
09:00
Speaker 1
The light. The light. came back on. okay. So this this station court is working. Um, I just don't know why I can't that I don't have power with either one of those devices. But I should have power to one of them. correct? The modem. Because even if I plugged in the modem, even though I don't have the the router hooked up to it, it still should. It still should come on, correct? Okay, just minute. let me try.
10:00
Speaker 2
should be at least the motor, correct, so the modem should still show a light, even if the, the router is not connected to it. the, it has the light indicator, like, power, internet, something like that.
10:00
Speaker 1
this again. Where did I put it? Okay, you said it needs to be on the eye. Okay. okay, so that's not... okay. All right. So if without it having this stuff hooked up, what our, do you think our internet, I'd have to have it hooked back up for them to see what's going on with it? Would I have to just have the Ethernet cables and stuff like that? Because right now I have them both just disconnected because I wanted to see what their serial numbers were and stuff like that on them. [silence]
11:00
Speaker 2
If if if it has not turned on, you might need to call your internet provider to check that. [silence] Even if without the Ethernet cable, the light should show.
11:00
Speaker 1
should just by plugging it in even though i have nothing else the um a light should show up on it correct right which and and you said that the to have it turned on needs to be in the eyes the straight line correct yeah what is the little blue button that says on the other end of where the on on which is there's a little tiny blue button
12:00
Speaker 2
That's correct. Right. And as long as you make sure that the power switch is toggled on then it should turn on it shows a the D light on it. Correctly this one should have like a Wi-Fi light and 2.4 5 gigahertz light if it's broadcasting Wi-Fi. If there's no light at all it could be a hardware problem. but uh with regards to your modem, I'm not sure how to answer that. So but yeah um. [silence]
12:00
Speaker 1
No, it's just a little tiny blue button and underneath it, it has an arrow, like, little, two little tiny arrows, one pointing up, one pointing down, like it's, like it's going in a circle or something? I don't know. And I didn't know if I have to press to reset it. Okay. All right, there's a little blue button, real tiny. Okay. What about the What about the reset? There is a reset button on on it. Oh, I see. Okay. We're turning on to be able to push that to reset.
13:00
Speaker 2
Sounds like a WPS button. So it's just for you to connect your devices like television if they have WPS option. That's without entering the password. You can connect using the WPS. Hm. Yeah, I do. I. I understand it. It's the WPS button. Yes. But, but yeah. Hm. If it's not turning on, there's no way you can reset it because it's not turning on. So it will not make sense. Yes. [silence] it's on yes correct [silence] let's go come hope you have a good one you take care welcome bye-bye
13:00