V2 Rubric Detail — abd1887a-717a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 16:18
Duration
26m 30s
Contact
Carlos Martinez
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#TE00134957
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000_slow to no internet connection_devices unable to connect to the WiFi
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall45.1% (-6.9)

V2 Grader Summary

The agent applied some correct technical steps but failed to fully diagnose or resolve the issue. Troubleshooting was incomplete, tool use was absent, and communication lacked adaptability. The call ended without resolution, though the agent did not commit a critical failure. Key missed opportunities included checking router settings via admin interface and providing a clear, owned path forward.

V1 Case Analysis

Customer reports intermittent Wi‑Fi drops and slow video after changing Wi‑Fi password on a mesh system (likely MBE7000). Agent performed power‑cycle, suggested forgetting the network and a factory reset, but no fix was confirmed. Ticket #1341342123957 created; follow‑up needed.

Troubleshooting Steps
  • Power‑cycled modem and router (unplug, wait 30‑60 s, plug back in).
  • Advised to forget the Wi‑Fi network on the client device and reconnect.
  • Suggested a factory reset by holding the reset button for 10‑15 seconds.
Key Observations
  • Agent never asked for or recorded the router model or serial number.
  • Instructions were given in a disjointed manner; the customer appeared confused.
  • No verification of internet connectivity after each troubleshooting step.
  • Call ended with the customer planning to call back later, without a confirmed fix.
Positive Highlights
  • Collected basic contact information and provided a ticket number.
  • Offered standard troubleshooting steps (power‑cycle, network forget, factory reset).
  • Displayed empathy by apologizing for the inconvenience.
Agent Errors / Gaps
  • Missing collection of product model/serial number and warranty status.
  • Did not confirm WAN connectivity or perform a direct speed test on the modem.
  • Failed to validate the outcome after each step (e.g., after power‑cycle, after network forget).
  • Poor call control and unclear phrasing, leading to customer confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended the call still experiencing no internet and stated they would call back later; no resolution was achieved or confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent initiated a power cycle and suggested a factory reset, which are relevant troubleshooting steps, but did not verify DHCP, channel settings, or firmware, and failed to confirm effectiveness before suggesting reset.
R3 Partially Met Correct resolution path conf 85%
Agent proposed a factory reset, which is a valid path for configuration issues, but did not assess warranty status, model specifics (e.g., MBE7000), or consider best-effort diagnostics appropriate for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptoms (slow video, intermittent disconnects) and asked about router light and speed test, but did not probe into recent changes (e.g., password change impact), device overload, or DFS channel issues.
T2 Not Met Appropriate tools / resources used conf 95%
No tools such as remote access, admin dashboard check, or log review were used; agent could have directed customer to check router settings at 192.168.1.1 or myrouter.info for MBE7000.
T3 Met No misinformation conf 97%
Instructions for power cycling and reset duration (10–15 seconds) were factually correct and aligned with KB guidance for MBE7000 and similar models.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to guide the interaction but gave overlapping instructions, failed to maintain clear transitions, and lost control when customer expressed confusion and intent to disengage.
C2 Partially Met Confirmed understanding conf 80%
Agent used some plain language but relied on repetitive script-like responses and did not adapt tone or confirm understanding when customer showed confusion about reset consequences.
Customer Ownership
O1 Partially Met Ownership & empathy conf 82%
Agent stayed on the case and attempted to guide troubleshooting but did not fully own resolution by leaving next steps to customer without a concrete plan or follow-up commitment.
O2 Partially Met Proactive follow-through conf 80%
Agent provided a ticket number and encouraged callback, but next steps were vague (reset and call back), with no timeline or proactive follow-up scheduled.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and the issue did not clearly require escalation at this stage; troubleshooting was still possible.
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 85%
Agent expressed empathy with phrases like 'I totally understand' and apologized, but these were generic and not sustained as customer frustration grew.
X2 Partially Met Tone & rapport conf 80%
Agent continued at a steady pace but did not adjust for customer’s repeated confusion or emotional state; missed opportunities to check comprehension after key steps.
X3 Partially Met Overall experience conf 78%
Customer had to repeat device count and connection details; agent could have minimized effort by guiding more efficiently, though some steps were necessary.
Call Transcript42 turns · 44 lines
Speaker 1
When they do connect. Yeah, I'm having problem with my routers. They don't want to connect properly. They disconnect [silence] Uh huh. Are you running a firewall by any chance or anything? Yeah Yeah Or something's user? Yeah, is this advanced setting or is this is stupid out of box? Uh huh. Yeah, out of box.
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's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. 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] Hi, thank you for calling Linksys. This is Regina, I'm gonna help you today.
00:00
Speaker 1
Connect and it's kind of weird because it connects to, if I try to open a a website, it it it works for a minute. And when it's working, I try to, you know, to watch videos and um, it's just super slow. But if I go to the to the main browser, it it it works. And it was working fine. It's just uh, I just changed the the the password for the for the Wi-Fi for the main router. And after that, it's it's just acting weird. Like uh, it disconnects uh, and when it's connecting, it just opens um some websites, but it it can't play like a videos or anything. It start like uh, acting super slow. So, I don't know what's going on with this. But it looks connected right now. But then I try to do like a, you know, to find the channels, the best channels. And then it just disconnect when I try to find the channels. I don't know. Yes, Carlos Martinez. 773-946-0853 Carlos_stewart_hotnell.com Yes. Yeah, that's right. Yeah, that's right. Uh right now it's white. So it looks like it's connected.
01:00
Speaker 2
Okay. So, I totally understand your concern. But, may, I, I know your first name and last name, sir. Carlos Martinez. And your callback number? Ike and your email. Carlos, underscore Martinez.@hotmail.com. Okay, But what is the light indicator, of the router, sir? Can you please do a speed test?
02:00
Speaker 1
I just did it right now, and the speed is, you know, is good. It's like a 700, you know, but it's just but if I try to do the, you know, the when the when when you try to like a do the troubleshooting and do the optimized channels, it it does it and then it doesn't end it and then it says like a it's no internet connection. If I check the speeds and I check whatever um um uh fast.com, um I'm going to do it right now. So right now it's not doing anything. It's staying still.
03:00
Speaker 2
but make sure you're connected to your link this but wait is your setup yeah but you have one one link this router okay can you please power cycle your modem unplug the power adapter unplug the power adapter of your modem
04:00
Speaker 1
I just wanted the main firewall and then the Linux firewall doing the same thing. [silence] Hi, Kevin. So input both the firewall and the Linux.
05:00
Speaker 2
Yeah, I totally understand that one, Carlos, but at the moment, you doesn't have internet connection from the router. So, let's try to reboot your both devices and check if you're able to connect with the internet. So, unplug the power adapter of the modem and then the router from Linksys and wait 30 seconds to 1 minute to plug the power back.
05:00
Speaker 1
[silence] the modem on the links is all are you having to wait a minute all this [silence] plug in the okay Hmm
06:00
Speaker 2
Yeah. So let's just wait for 30 seconds. Yeah 30 seconds to one minute. [silence] Okay you may now proceed to plug the power back of the router from Linksys first. [silence] And then when the light starts bling.
06:00
Speaker 1
Blink. Although. Although. Okay. Um. Well, not around. Oh, it's a blinking blue. Can I plug the router now? Or no? No. No. No. This is Mike and P. This is extremely. Okay. No. Disconnected. Thank you. Goodbye.
07:00
Speaker 2
the, and, uh, the lights start blinking, so proceed to plug the power back of the modem. Yeah. The modem. Plug the modem now. The modem from AT&T. Again, it will take three to five minutes for a router to boot up, and to reconnect back to the internet. Now, let's just keep on serving it.
07:00
Speaker 1
Geu, it's like a, it's like a almost a 900 megabytes download. So, it's really fast. And like I said, it was working fine. It was, um, ugh, you know, I was connecting fine to, to everything. I don't know what happened.
08:00
Speaker 2
And while waiting for your Linksys device to go online, may I know your Internet plan, sir, or your Internet speed subscription from your provider? [silence] Yeah, let's just try to figure out, so I do apologize for the inconvenience, sir, but let's just try to figure out what's really going on with your Linksys device.
08:00
Speaker 1
It's just when I connect it to the places. Okay, so, and now turn the module on, and now the lenses still read. [silence]
10:00
Speaker 2
[silence] soft, it doesn't change.
10:00
Speaker 1
yeah all right okay now just I disconnected I connected it back again and um I don't know we it was that but now it's white all right yep okay so you want me to disconnect from the from the modem and then connect to the to the linksys or or forget linksys and then uh reconnect it um okay
11:00
Speaker 2
that's your device or can we try to forget the network and reconnect it to your links is network no. Yeah, that's it forgot the network.
11:00
Speaker 1
Oh now you want me to reconnect to to links try. Okay now. Okay, I'm going to alarm me. Yeah, give me a minute.
12:00
Speaker 2
and then you've got to check your connections, so if it doesn't not working properly, try to open a browser, watch videos and let's also proceed to check your speed. yeah, sure.
13:00
Speaker 1
okay now it's connected to the license okay oh no it's not working fine it's still like a uh no if i put a video or something it goes super slow [silence] from the browser or from the [silence] wireless network [silence] that's fine yeah but slow oh i don't know [silence] [silence] uh the videos [silence] [silence] [silence] [silence] [silence] this writing down things [silence] [silence] that's fine [silence] but slow [silence] [silence] i don't know [silence] uh the videos [silence] but i still doubt it [silence] the video is [silence]
14:00
Speaker 2
Okay, that's good. and then check if the the network still not working properly. Okay, can we do the speed test? Yes. Okay, thank you.
14:00
Speaker 1
Okay. Okay. and now there says no internet connection from Linxies, okay it's still white. Yeah, remember that we did. Yeah.
15:00
Speaker 2
Browser. Open a browser. Browser. And then search speedtest.net. Wait. Check the light indicator of the router. Did you attempt to reset the Linksys router, sir? Thank you.
15:00
Speaker 1
They must have a button. It doesn't have a button here. I don't see no bottom. Oh yeah, okay, I see it. Okay, I see it. So you want me to reset, which button? It has to. Let me see. Let me, let me. Okay. So you want.
16:00
Speaker 2
Yeah. If the Wi-Fi name, the default Wi-Fi name of the router is detecting on the network list, what I mean for the reset, did you attempt to press and hold the reset button for 10 to 15 seconds on the router? Okay. Yeah, but on the bottom your Wi-Fi name, there's. Okay. So, would you like to reset and reconfigure your linksys router since the internet is not working properly, but then all the configuration serve will erase, but we can actually retrieve them.okay.
16:00
Speaker 1
comment to push there what do you need? yeah thanks OK if I OK so so one thing I have everything you know I have the HomePod the you know the thing so if I were say the thing I'm gonna lost all the things that are connected to the to the to the to my Wi-Fi I mean to the network that I have all the my devices my smart devices all my smart devices they're gonna be lost yeah but then what I got
17:00
Speaker 2
I just need to confirm, yeah, I just need a confirmation if you want to reset and reconfigure your Linksys router since, okay, so press and hold the reset button of this router for, yeah. So you, oh, yeah. But do you have Apple HomeKit? Yeah, so there's a big possibility it that they will disconnect if you're going to reset the router.
17:00
Speaker 1
I need to stop everything again, or how it's gonna be able to, I mean, if I put the same name it is going to work. I have like a 27, like a 27 or 33 devices. Okay, can you do something before, or it will do that again, you know? Um, let's take a picture.
18:00
Speaker 2
Yeah, but Yeah, but May I ask you how many devices are connected to your linksys network? Yeah, of course, when you're going to reset this router, it will go back to its default name and password, but if you still remember your original WiFi name and WiFi password, we can still retrieve that for your devices to reconnect. But, of course, do you have a device which we can use to wire directly to the router?
18:00
Speaker 1
uh no hold on um no I don't have anything like uh can I I don't have a lot but everything is like that you know the only thing I like is my computer but you know I'm out see now there's sharp the sharpnote that I have connected there now it doesn't appear there it's like it's not connected no more how many I have too I have uh I have two I have the my router the main router and then I have another uh sharp on at note in my um in my um in my garage but it's it's still it's it's hard wired.
19:00
Speaker 2
So how many Linksys do you have? How many Linus devices do you have?
19:00
Speaker 1
No. One is a, one was I can see the other one, because it's not connected no more. The other is a different, a different, is a different, uh, different model. No, no, No, it is white, but now on the, on the, on the, on the, on the, on the app from Lensis, I don't know, it does a a a a a you know, a check mark, like it's like a disconnect or something like that. I don't know. So, let's, let's, let's reset it. Yes. So you want me to reset the thing or no? [silence]
20:00
Speaker 2
Yeah. Okay. So, you have two MBE seven thousands. Yeah, but let's just try to fix the parent node first. Is the parent node still white? Solid white on top. Connect. Yeah, but as what I mentioned earlier, all the configuration that you made your.
20:00
Speaker 1
okay uh give me one minute let's try uh now now it's working because I don't want to do all this see it still no connection no internet connection uh let me let me uh I said yeah no the right now it's right now it's on on my Wi-Fi so now I disconnected and it connects again you know now it looks like I disconnected but I don't know yeah all right
21:00
Speaker 2
well going to er you're going to erase it but you can still recover it and for the setup process Carlos you need to relocate the child node on the other room closer with the parent node yeah is that on Syncs app. OK go to your wifi settings. let's check if the default Wi-Fi name of the node is the same.
21:00
Speaker 1
Okay. No, it's the same Wi-Fi that I always use, like. And then from... Let me let me check my and my iPad. Pass my iPad please.
22:00
Speaker 2
So let's detect the underscore velop it up. So it might be you are not connected to the exact Wi-Fi name of the router. That's why it shows no internet connection, because solid white for this MB7000 means it's providing internet. Check your other devices and devices.
22:00
Speaker 1
here you know I I I'll call you later because um I have something to do right now. Uh thank you okay give me time out what's the number. 1 2 4 9 5 7 let me repeat one two four 9 5 7 okay thank you very much for help. okay [silence] you know
25:00
Speaker 2
But let me provide your ticket number sir, just in case you call us back, so that the next technician can quickly access your information. It's 134 134 21 23 957. Yeah, so fee you're welcome. and thank you feel free to call us back because we're actually open Monday to Friday 9:00 a.m. to 8:00, a.m. to 11:00 p.m. Eastern time. So [silence] early
25:00
Speaker 1
Yeah. [silence] Okay, so just let me finish something that I gotta do and then I'll call you back. Thank you. [silence] Bye. Okay. I'll do. Thank you.
26:00
Speaker 2
Flaiko refilled the card. Hold on. you're welcome. Have a great day. Take care. Bye for now. And hello, can you please end this call for me, Carlos?
26:00