V2 Rubric Detail — addd40d2-5f7d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 18:54
Duration
21m 42s
Contact
Mahmud Kazi
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132095
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution3.44/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall71.4% (+3.4)

V2 Grader Summary

The agent resolved the immediate connectivity issue via power cycling and maintained ownership, but troubleshooting was incomplete and lacked diagnostic rigor. While technically accurate, the interaction fell short in communication, empathy, and adherence to OOW best-effort standards by framing support as payment-dependent without offering fallback paths. The outcome is a partial resolution due to gaps in process and experience.

V1 Case Analysis

MX4300 router not connecting to modem; power-cycled modem and router, internet restored.

Troubleshooting Steps
  • Verified Ethernet cable connection between modem and router.
  • Instructed power-cycle of modem (30s) then router (10s).
  • Advised waiting 3-5 minutes for devices to boot and LEDs to stabilize.
Key Observations
  • Agent collected payment before any troubleshooting, which is against best practice.
  • No serial number or case number was captured despite warranty being out of coverage.
  • Agent gave contradictory information about call recording.
  • Technical guidance (cable check, power-cycle) was correct and resolved the issue.
Positive Highlights
  • Correctly identified and fixed the WAN connectivity issue with simple power-cycle steps.
  • Confirmed internet functionality before ending the call.
Agent Errors / Gaps
  • Failed to obtain or record the device serial number.
  • Improper payment handling – no PCI compliance disclaimer, no verification of customer consent.
  • Stated the call was not recorded after the initial recording disclaimer.
  • Did not create or reference a HappyFox case number.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms 'Okay, it's working now' after troubleshooting, indicating resolution of the immediate connectivity issue.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed a power cycle, but skipped critical pre-troubleshooting steps: did not confirm ISP outage status, did not test internet directly at the modem via Ethernet, and did not verify WAN connection status in the router interface. Troubleshooting was generic and not logically sequenced based on symptom isolation.
R3 Partially Met Correct resolution path conf 80%
Agent correctly identified the device was out of warranty and offered paid support, but failed to explain that best-effort troubleshooting would still be provided regardless. Instead, framed support as conditional on payment, which contradicts OOW best-effort standard requiring meaningful help even if customer declines paid support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent asked about LED status and physical connection, but did not identify a clear root cause (e.g., ISP issue, modem problem, configuration). Jumped straight to power cycling without diagnosing whether the issue was with the modem, router, or ISP — no logical diagnostic process applied.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (e.g., remote session, logs) were necessary for this basic connectivity issue. The agent used appropriate low-level diagnostics (LED observation, power cycle) that matched the scenario.
T3 Met No misinformation conf 95%
All technical instructions (power cycle sequence, wait times, LED interpretation) are factually correct per KB guidance. No incorrect model-specific or procedural information was provided.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent set expectations about warranty and payment, but lost call control during payment processing confusion and audio issues (e.g., 'you're muted'). Transitions between payment and troubleshooting were abrupt and poorly managed.
C2 Partially Met Confirmed understanding conf 70%
Agent used simple language but failed to confirm understanding after key steps. Did not adapt when customer expressed confusion ('What's going on?') or technical difficulty (audio issues). Communication remained transactional rather than responsive.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from start to finish, handled payment and troubleshooting without transfer, and followed through on commitments.
O2 Partially Met Proactive follow-through conf 75%
Agent gave vague timelines ('wait 3 to 5 minutes') without specifying next actions if issue persisted. Did not clarify follow-up path beyond requiring another paid session, leaving customer without self-help options.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced or evident; this appears to be a first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted as the issue was resolved through basic troubleshooting. Agent correctly determined L1 resolution was possible.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized for out-of-warranty status but did not acknowledge customer frustration or effort. Tone was courteous but generic; no specific empathy shown for connectivity disruption or payment requirement.
X2 Partially Met Tone & rapport conf 75%
Agent maintained dialogue but failed to adjust when customer showed confusion or technical difficulty (e.g., audio issues, repeated 'what's going on?'). Pacing and engagement were inconsistent.
X3 Partially Met Overall experience conf 70%
Agent avoided unnecessary repetition but required customer to perform all steps without offering self-help resources (e.g., KB article) if issue returned. Payment process added friction without clear justification or opt-out path.
Call Transcript38 turns · 39 lines
Speaker 1
Welcome to [silence] [silence] [silence]
00:00
Speaker 2
welcome to . 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 may be available depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal, non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at Support.Linksys.
00:00
Speaker 1
[silence] Yeah,
01:00
Speaker 2
Hello. Please you can also connect with other users for tips and guidance at reddit.com slash R slash Linksys. Hi, thank you for calling Linksys, this is Regina, how can I help you today? But is this your first time calling us for support? Yes, because it's the first time for me. On my hardware then. Okay. And are you calling from United States? I'm from Australia. Okay. And can I know your first name and last name? Sorry? My name is number M-A-A-M. Right, mum. M-A-A-M
01:00
Speaker 1
Yes. that's correct. K A Z I. Yeah. that's correct. Seven four seven. nine seven seven two two zero six. Yeah. is uh Mahmoodk 991 at gmail.com. Yeah. Yeah. nine nine one. nine nine one. [silence]
02:00
Speaker 2
your first name spells as M-A-H-H-M-U-D and your last name, sir, can you spell it for me? So K for kite A for alpha Z for zebra I for India And your call back number and your email okay m for Michael, a for Alpha h for henry m for michael u for umbrella, d for delta p for kite, nine nine nine at gmail.com nine nine one at gmail.com
02:00
Speaker 1
Korey? One. Yeah, one second. The queue number is start with four eight. Let me see. Not that you get it. Okay. Five one four one three
03:00
Speaker 2
as router do you have. How many Linksys device do you have? Can you please provide a serial number?
03:00
Speaker 1
yes that's correct. [silence] yes uh spectrum. [silence] than 1
04:00
Speaker 2
So 4 8, letter H for Henry, 10, letter M for Michael, 5 1 C for Charlie, 12130. Okay, so the model number of your Linksys router is an MX4300. And who is your internet service provider? Spectrum. Okay, now, before we proceed, I would like to set an expectation regarding the warranty status of your Linksys product. Okay, so it indicates in our systems here that this router is no longer under warranty, and I really apologize that live support is no longer available. However, we have a paid support, so I can still give you further assistance, but you need to pay.
04:00
Speaker 1
okay. okay. Mm-hmm. mm-hmm. Okay. Mm-hmm.
05:00
Speaker 2
$15. It's good for 60 minutes of troubleshooting. So, would you like to proceed with the paid support? Okay. Well, by purchasing this service, you need also to agree that it's one-time, it's a non-refundable and if we are unable to resolve your determine that your product might defective, so no refund or replacement will be issued. And this paid service is for troubleshooting only and does not include any follow-up sessions. So, please give me two to two up to three minutes to prepare my tools.
05:00
Speaker 1
yes, It's up Laura. It's up recorded for To secure. OK. Oh, May I know you're Yes Jahmoet
06:00
Speaker 2
Okay, so I would like to set an expectation that this call is not recorded for security purposes. tell me I know your first name on your card
06:00
Speaker 1
Like, however. It's been. Uh, five, three, four, three. Four, eight, zero, three. eight, two, seven, nine. five, two, five, nine. Uh, yeah, zero four, 31. three, one, five. That's correct. Uh, but it's in action. [silence]
07:00
Speaker 2
Okay. And your card number. And the two-digit expiration for the month and the year. And the security code of the card. Okay. Okay. Sorry. Then your email Sir is Mahmoud. K [REDACTED_PAYMENT_DIGITS]@ gmail.com. Like I said. Ahmm... We're going to send a receipt for this transaction.
07:00
Speaker 1
speaker 0: You're good. Oh, Speaker 2: uh, I'm checking now. Uh, Speaker 0: What are you seeing from? Speaker 2: ((huna)) Speaker 0: What is your problem, sir? Speaker 2: Yes, what's going on? Speaker 0: Are you sure? Speaker 2: Yeah. Speaker 0: okay. Speaker 2: Yeah. Speaker 0: There's no sound. Speaker 2: my sound? Speaker 0: Yeah, you're muted. Speaker 2: Probably. Speaker 0: okay. Speaker 2: I can't right now. Speaker 0: You can't right now? Speaker 2: Yeah. Speaker 0: Is it because right now there's some emergency or something? Speaker 2: Uh, are you okay there bro? Speaker 0: Huh? Speaker 2: Did your system go off? Speaker 0: Yeah, it's blocked. Speaker 2: Okay.
08:00
Speaker 2
Okay. Can you please check your email if you received the receipt that I just sent? [silence]
08:00
Speaker 1
Uh... Uh... no, I don't see anything like that. Yeah. Um, yeah. It shows blue. What the heck? It should... Yeah, it should be working. I plugged in, but it's not connecting with the modem.
09:00
Speaker 2
from Linksys it is actually processed by PayPal okay so while waiting for the receipt share let's proceed to troubleshoot your Linksys router sorry what is the current light indicator of your Linksys product sorry what is the current light it should means it's working sorry what seems like the issue of your Linksys router kindly check the physical connection to make sure that
09:00
Speaker 1
Yeah. internet. yes, connected. how do I? sorry? okay. okay. Oh, now it's glowing red. I don't know why. Oh, now it's blue again. yeah, the other one is uh, I already checked it's connected. okay.
10:00
Speaker 2
the Ethernet cable is properly plugged in from the modem to the Internet port of the router.
10:00
Speaker 1
Yeah. Okay.
11:00
Speaker 2
Both modem and this Linksys router wait 30 seconds up to one minute to plug the power back.
11:00
Speaker 1
One second. Okay. I'm plug. Now. Okay. Yeah. I guess so. It is a question that is. What's the...
12:00
Speaker 2
Okay, now basically connect the power, the power back of the router from Linksys. Okay. Router first. So when the lights start to show up, please proceed to plug the power back of your modem.
12:00
Speaker 1
yeah. oh. hello. okay
13:00
Speaker 2
[silence] and let's wait for both the bios to fully boot up and it will take three, up to five minutes. Okay, so both devices are both blinking or trying to reconnect. Okay, good. So let's just keep on observing it. Thank you.
13:00
Speaker 1
Yeah, it's still blinking here. the. router is white blinking and the other one is all all solid blue.
16:00
Speaker 2
Ciao
16:00
Speaker 1
Nah, one just one. [silence] yeah, yeah, more than yeah. Okay, but the light did it get up there? Yeah. Okay. Okay, now it's solid blue. Okay. Okay.
17:00
Speaker 2
Okay, so you mean the modem is now solid blue, but the light indicator of the router from Link is still blinking? Okay.
17:00
Speaker 1
Okay. Yeah. Okay, let me try, yeah, connecting to internet, [silence] Yeah, I was trying to make a call to find out if my internet's working. It says, setting up the system,
18:00
Speaker 2
Then reconnect your device. If you can access the internet now.
18:00
Speaker 1
Okay, it's working now. Okay. Can. No, that's pretty much it.
20:00
Speaker 2
Okay, since it is working now, it is, is it, uh, is there anything else that I can help you with? Okay, so better, uh, thank you so much.
20:00
Speaker 1
Yeah. Yeah. Okay. Okay. YouTube.
21:00
Speaker 2
much for your time. So your paid session support is now complete. So we provided troubleshooting and the issue has been resolved. So this is one time non-refundable session. So further support would require a new paid session. But of course, if the issue still persists and happen on the future, please consider also to do an upgrade or purchase a new one, okay? Because as of the moment, we are no longer manufacturer this router. But still, thank you for calling us, Mamoud and have a great day. Take care, bye.
21:00