V2 Rubric Detail — a196e1ca-646e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 01:49
Duration
26m 18s
Contact
Russell Forga
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132875
Support Country
United States
Product Family
OTHERS
CSAT
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Sentiment Trajectory
—
Ticket subject: MR20MS_Initial Setup of the router

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication3.75/5
Ownership3.57/5
EscalationN/A
Customer Exp4.29/5
Overall79.1% (+23.1)

V2 Grader Summary

The agent resolved the customer’s setup issue by verifying warranty, accepting proof of purchase, and confirming connectivity, leading to customer confirmation that the router was working. While call control had minor lapses and troubleshooting was not exhaustive, the agent demonstrated ownership, technical accuracy, and appropriate communication, resulting in a successful outcome.

V1 Case Analysis

Customer unable to complete MR20MS router setup; agent verified warranty, checked modem connection, provided default Wi‑Fi details and advised using Linksys app; no further configuration performed.

Troubleshooting Steps
  • Verified modem is connected to router WAN (yellow) port and LED is green
  • Confirmed default Wi‑Fi SSID and password from router label
  • Discussed coexistence with Xfinity gateway Wi‑Fi
  • Advised using the Linksys app to complete setup
Key Observations
  • Agent spent excessive time on warranty verification before addressing the core setup issue.
  • No proper router setup guidance was provided (no admin page, no wizard steps).
  • Long periods of silence and an unnecessary request for a picture of the Wi‑Fi label caused inefficiency.
  • Agent gave correct default Wi‑Fi information and correctly identified the model.
  • Customer appeared satisfied but the router was not confirmed to be operational.
Positive Highlights
  • Correctly identified the MR20MS model and confirmed WAN connection.
  • Provided accurate information about the Xfinity gateway and dual Wi‑Fi networks.
  • Maintained a polite and professional tone throughout the call.
  • Successfully updated warranty status based on customer-provided purchase date and receipt (transcript at [16:00]–[17:00]).
Agent Errors / Gaps
  • Did not guide the customer through the router setup wizard or verify internet connectivity.
  • Requested a picture of the Wi‑Fi label then said it was not needed, causing confusion.
  • Long hold times and repeated silences reduced call efficiency.
  • Failed to confirm that the router was online (solid white/blue LED) before ending the call.
  • Did not confirm whether the customer could access http://myrouter.local or the Linksys app to proceed with setup (credential/environment access not validated).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer stated: 'looks like it's working great'; agent confirmed setup completion and no further issues were raised.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent verified modem connection and Wi-Fi details but did not guide through full setup wizard or confirm router configuration steps; troubleshooting was minimal and skipped key setup validation.
R3 Met Correct resolution path conf 96%
Agent correctly identified out-of-warranty status, requested proof of purchase, accepted digital receipt, updated warranty status, and proceeded with support—aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent asked about modem port and device connectivity but failed to identify the actual symptom—customer had already connected to the router and saw both Xfinity and Linksys SSIDs—indicating partial setup was complete; no root cause analysis performed.
T2 Met Appropriate tools / resources used conf 92%
No advanced tools (e.g., remote session, logs) were needed for basic setup; agent used appropriate methods (email for receipt, verbal guidance) and did not skip a required tool for the scenario.
T3 Met No misinformation conf 97%
Agent accurately explained warranty process, correctly identified Xfinity gateway behavior, and provided correct support hours (8am–11pm EST, Mon–Fri), consistent with KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent lost call control during long silences and an off-topic remark ('42:642:3 Each group could probably...') that lasted several seconds and was unrelated to support; otherwise maintained direction.
C2 Met Confirmed understanding conf 94%
Agent used plain language, confirmed understanding, adapted to customer’s moving situation, and avoided technical jargon when discussing Wi-Fi networks and setup.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, handled warranty verification, sent email, and completed troubleshooting without transfer or deflection.
O2 Partially Met Proactive follow-through conf 87%
Agent set expectation to send receipt 'tonight' but did not provide a timeline for final setup confirmation or follow-up; customer initiated closure without agent confirming resolution.
O3 Partially Met Closure confirmation conf 83%
Agent acknowledged prior contact but did not reference any previous steps or findings, treating the case as new despite customer’s history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted—issue was resolved during the call.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent used empathetic phrases ('no worries', 'thank you for your time'), remained courteous, and acknowledged customer effort during move.
X2 Met Tone & rapport conf 93%
Agent matched customer’s pace, paused during laptop search, clarified receipt options, and adjusted when customer confirmed Wi-Fi connection.
X3 Partially Met Overall experience conf 86%
Customer was asked to photograph Wi-Fi label (unnecessary since they already knew the SSID/password) and send receipt via email—steps that added effort but could not be fully avoided due to warranty policy.
Call Transcript35 turns · 37 lines
Speaker 2
Welcome to Lynxsys support. Please have your devices 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]
00:00
Speaker 1
Hello. [silence] Hi, yes, uh, my name is Russell. I recently called a little bit ago about trouble setting up my, uh, my router. Um, and she, she has a file, um, with the serial number and stuff in it already, but, um, I know I have my modem set up, and I'm just having trouble setting up my router. Let's see here. Yeah, uh, it'll be [silence]
03:00
Speaker 2
Thank you for calling Linksys, this is Abby, how can I help you? Mm-hmm. Okay, so the router is not working. Can I have can I have your email address or because I cannot find any of your records here using your phone number. So maybe I could search it using your email address. [silence]
09:00
Speaker 1
[silence] [silence] [silence] rjf r aro5@outlook.com. [silence] [silence] [silence] correct. [silence] Yep. [silence] [silence] [silence] [silence] Correct. [silence] Yep.
10:00
Speaker 2
Roy for Robert, J for John, Version Frank, O-O-R-0-5 at outlook.com. Correct? Okay. Okay, so this is Russell, Forger, correct. Yeah. And the yeah, okay. So you have an MR20 M. that's the model number. Okay, so. All right. So right now you have the modem working. You're able to go online using the modem. Okay. So, yeah. Based on our system, sir, it shows up here that your LinkSys router is out of warranty. Um, did you just, uh, did, uh, the previous technician inform you regarding, uh, the warranty status of your device? Because it shows up that your MR20MS is already out of warranty. Okay? Um, how long have you been using this device?
10:00
Speaker 1
I've never used it before.
12:00
Speaker 2
When did you it's brand new? Do you still have the receipt? Do you have any proof of purchase Sir Russell cause it shows in our system based on a serial number that the device is already out of warranty. But we can validate the warranty if you can give us the copy of the receipt. So we can evade that. So, um, we will send you an email just [ silence ]
12:00
Speaker 1
Okay, um, I don't have it on me, my mom does. So, I do not. My mother should, I think. Um, so, I'm reaching out to her right now. [silence] Um, and then when I get the proof of um purchase, I guess
13:00
Speaker 2
Yes. Yes, sir. Mm-hmm. Yeah, you have one year from date of purchase, uh, but we need to have a copy of the receipt in order for us to validate the warranty status. Do you still have the? Oh, you're the owner. Mm-hmm. Okay, no worries.
13:00
Speaker 1
Yes. Should I resend it to the email that I or that we all received?
14:00
Speaker 2
Yes. Yeah, we will send you an email, okay? So you can just attach the email. Um, hold on. Let me send you an email. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
14:00
Speaker 1
Okay. Okay, I can do that. So then the Wi-Fi will be ready by tomorrow?
15:00
Speaker 2
All right, sir, I just sent you the email. So you may, uh, yeah, you may, uh, attach your proof of purchase from that email. Um, if you can send the email tonight, then, uh,
15:00
Speaker 1
Okay. Um, I have the receipt currently. Oh, yeah, and I just got the email. Perfect. Okay. Um, perfect. Okay. And then I will get these saved. I have both a screenshot from the Amazon app and then I have the actual receipt as well. Um, [laughter] the exact date of purchase. The order was placed on May 26th, 2026. Um, I am currently saving it. Let's see. Okay. Um, I am sending the email over. However, if you would like the order number over the phone, I can also definitely do that.
16:00
Speaker 2
Oh, okay. When is the exact date of purchase?
16:00
Speaker 1
Yep. Perfect. All right. It is sent. Uh let me know if there's any issues with the files attached.
17:00
Speaker 2
Yeah, just to, do you receive the email? You can, you can just reply to that email and attach the, uh, the, uh, proof of purchase or, uh, the photo of, um, you can you can just do a screenshot and just forward or attach the, uh, screenshot from that email. Okay, just hold on, please, let me just check it. [silence]
17:00
Speaker 1
a hmm R. Correct. Yes, that is the Ethernet, correct.
18:00
Speaker 2
Okay. All right I got it. Thank you for this one sir. Okay. All right. So uh we'll proceed with the troubleshooting. So I'll just uh I just updated the warranty status of your device. Okay. So it's still in warranty. Now uh Mr. Russell can we uh let me just verify the cable connection. So you have a modem. Um your your internet provider is Finity right? Yeah. So is your modem connected to the internet port at the back of your linksys?
18:00
Speaker 1
Oh, yep. Looks like it's connected. I got a green light on that. I do not. The only thing that's connected to the router would be the modem. The not accessible to me at this moment. I was using the app earlier.
19:00
Speaker 2
you connected to the internet, the yellow port at the back. So you have the modem connected to the yellow port. Okay, so do you have any computer connected to the Lynx this router or you only have the... Okay, but do you have a wireless computer, a laptop? you're using the app. Okay, and do you have any, like, wireless, maybe a tablet or an iPad.
19:00
Speaker 1
[silence] Possibly. Let's see. Oh, you know what I do have a laptop. I've actually so I thought I packed it. Sorry, I just moved into my new apartment, so everything's kind of all over the place. Okay. Ah yeah, it is just currently loading right now. Um yes. All right, looks like we are ready to
20:00
Speaker 2
so we can configure this wireless router Okay. Okay. So you have a laptop, is it set up? And is it running on windows? Okay. All right, just let me know if it's ready.
20:00
Speaker 1
Perfect, yes. I will send that over.
21:00
Speaker 2
Okay, so... Yeah, before we'll connect the laptop to your wireless network, can we please take a picture of the Wi-Fi details? It's actually at the bottom of your Linksys. If you see there a sticker, it has the the Wi-Fi name as well as the password. So, can you please take a picture of that? [silence] No, need to send it, no need to send it. You just need the details for us to connect your laptop to your wireless network. [silence] Yeah, what's the default name?
21:00
Speaker 1
s-626. Oh, I see it right here. And then connect. And then, I'm assuming entering the password. Perfect. And that's the one underneath the one I have. Yes. [silence] That would be... Perfect. Okay. So, I'm sure there's plenty of people that accidentally do that. Looks like it's loading. Yes, it is connected. [silence]
22:00
Speaker 2
42:642:3 Each group could probably a place to take around. So let's just say maybe a couple dozen seats or something, you know, so that people don't feel so crammed.
22:00
Speaker 1
[silence]
23:00
Speaker 2
All right. So, can we try opening up Google Chrome? and the track if you're online first.Okay. Would you like to personalize the DS? Because right now it's uh, it's on the default name linksys. So, would you like to set up a another Wi-Fi password or you wanna leave it that way?
23:00
Speaker 1
[silence] Okay. Mm-hmm. Oh, yep, I see. Yeah. Okay. I'll just I'll just do that later. I think keeping it what it is uh now is just fine. Um, I will a a quick question, um when I was setting up um the modem first, um it had me uh pick a Wi-Fi um both a a name and a password uh with Xfinity. So, it looks like when I look at the list of available Wi-Fi, there's the Linksys and then there's the one I created up with Xfinity. That's normal, correct? To have two of them.
24:00
Speaker 2
Yeah, you should be able to change that in the app. If you go to, if you open up the Linksys app and you go to Wi-Fi settings. Sure. Mhm. Yeah. Yeah. Yeah. Yes, cuz actually your, the, the one from Xfinity is a gateway, so gateway is a modem router, slash router, so it's.
24:00
Speaker 1
Got you. Okay. Sounds great. Well, thank you so much for helping me. Um, it looks like it's working great. If I have any other questions, I'll give a call. But thank you so much for your time.
25:00
Speaker 2
So the one from Xfinity, it has a router capability. So it's somewhat like the one that you had from Linksys. So it's also broadcasting wireless signal. So it's really up to you, which one you which one you wanted to connect. You can either connect to Xfinity or Linksys. Okay. If, if the because this router, this Linksys router is brand new. So it gives you better connectivity and signal. So I would suggest you connect to Linksys since you bought, you just got this device. Okay. No worries. You're very welcome. Sure. No worries. You can always give us a call back. We're open up until 11:00 p.m. Eastern Standard Time and you can always give us a call back. For more information Austin
25:00
Speaker 1
Nope, that'll do it. Have a wonderful night. Bye.
26:00
Speaker 2
You may visit our site support.LinksSys.com. There I do hope you are happy with their service Mr. Russell, and would there be anything else? You too, thank you for calling. Have a great night this is Effy again. Bye-bye.
26:00