V2 Rubric Detail — b3ea41a2-6fd4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 13:57
Duration
10m 53s
Contact
William
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00134606
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wi-Fi Connection_MR8300v1.1
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (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
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall68.7% (+12.7)

V2 Grader Summary

The agent correctly identified the out-of-warranty status and provided accurate, best-effort guidance including factory reset and local setup via myrouter.local. While full resolution wasn't achieved, the agent owned the interaction, applied correct technical knowledge, and adapted to the customer's constraints, resulting in a partial resolution rather than an unresolved case.

V1 Case Analysis

Customer has no internet; MR8300 shows solid red LED. Agent advised factory reset, web UI setup, offered $15 paid support, and suggested buying a new router. Customer will look for a replacement.

Troubleshooting Steps
  • Collected model and serial number
  • Advised possible factory reset
  • Suggested accessing router UI via myrouter.local on a computer
Key Observations
  • Agent did not perform basic power‑cycle or WAN status verification before recommending a factory reset.
  • Agent quickly moved to a paid‑support offer without exhausting standard troubleshooting steps.
  • Agent provided the correct local URL (myrouter.local) but gave only high‑level guidance.
Positive Highlights
  • Accurately captured model number (MR8300) and serial number.
  • Provided the correct local web address (myrouter.local) for accessing the router.
  • Correctly identified that the app cannot be used on a laptop and directed to web UI.
Agent Errors / Gaps
  • Failed to guide the customer through a power‑cycle or step‑by‑step reset procedure.
  • Did not verify whether the router could be accessed after the suggested reset.
  • Offered paid support without first completing the standard troubleshooting flow.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent suggested a factory reset and recommended buying a new router, but the customer's issue (solid red light, no internet) was not resolved or confirmed to be fixed.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent identified the solid red LED and suggested a factory reset, which is a valid troubleshooting step per KB, but did not confirm power cycle, modem status, or ISP-side issues first.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device was out of warranty, offered $15 paid support, and provided best-effort troubleshooting (factory reset, setup via myrouter.local), aligning with OOW policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent noted the solid red LED symptom and asked for model number, but did not ask about recent changes, modem reboot, or WAN connection type (DHCP/PPPoE), limiting root cause analysis.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent directed customer to use myrouter.local — a valid tool — but did not attempt to guide through firmware check or configuration despite the device being accessible locally.
T3 Met No misinformation conf 99%
All technical information (MR8300 status, $15 OOW fee, myrouter.local, factory reset need) was accurate and consistent with KBs.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves and asked clarifying questions, but failed to set clear expectations about troubleshooting steps or outcome, leading to a disjointed flow.
C2 Met Confirmed understanding conf 96%
Agent adapted language to customer’s level, explained app vs. browser access clearly, and repeated myrouter.local correctly when asked.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the case throughout, did not transfer, and attempted to guide the customer through resolution steps despite OOW status.
O2 Partially Met Proactive follow-through conf 91%
Agent suggested factory reset and setup via myrouter.local, but did not provide a clear sequence or timeline, leaving customer uncertain on execution.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — issue was within L1 scope (OOW troubleshooting), and agent appropriately handled it without unnecessary escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent remained polite, empathetic, and solution-focused throughout, even when customer expressed confusion and frustration about lack of internet.
X2 Met Tone & rapport conf 95%
Agent matched customer’s pace, repeated instructions, and adjusted explanations (e.g., app vs. browser) based on customer’s connectivity limitations.
X3 Partially Met Overall experience conf 90%
Agent avoided unnecessary repetition and gave direct access method (myrouter.local), but did not fully streamline reset steps or account for customer’s no-internet scenario.
Call Transcript21 turns · 21 lines
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 serial number ready. For assistance, press one now. For out of warranty products, paid support may be. 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. Hi, thank you for calling Linksys. My name is Ven, and I'll help you today.
00:00
Speaker 1
Provider is Spectrum, okay? My TV and laptop computer operate through Spectrum. And an hour ago, it went down, okay? My Internet connection. Talked to Spectrum technical support people and went through the process of seeing what the problem is. And there, gave me your number, telephone number because they're saying it's not as, it's a, should be the router problem because and by just calling to see if you can, if there is a problem with my router, that's all. So, what do you need? Okay. Okay.
01:00
Speaker 2
Can I confirm uh, to confirm, you mentioned that your television and your laptop computer operates through spectrum. is it wired directly through there?
01:00
Speaker 1
Yes.
02:00
Speaker 2
All right, so it's not connected to your Linksys router whatsoever? It's just connected to the Spectrum modem. Uh just to confirm. Mhm. Mhm
02:00
Speaker 1
blue light for 15 25 seconds and then changes back to red light. And, uh, so they were saying to check with taxes or did it should be the router problem. So that's why I I call. I don't know how it's actually connected who talks to who or, or whatever, but, uh, what what do you need to tell me if I'm have a problem? Okay. Uh, let me see if it showed. I took picture of it, let me go. Okay, I have serial number. Uh, well, okay, that's not showing. Yeah. FCC scan.
03:00
Speaker 2
i m m. Can you provide me the model number of the router?
03:00
Speaker 1
I don't okay, my model number mr 8300 v11. Yep. Okay. Serial number 29211M2CA03391. No, no, no, no. No, one one. Okay. V, Victor, 11. Yeah. Then Okay. 11Maraturday. Oh, oh, no. Okay. 1 1 Maraturday 2alifornian.
04:00
Speaker 2
just to confirm if I got it right, was it 2 nine V like Victor one zero, M like Mary one one alright one one, M like Mary to be like boy a like alpha 033 uh-huh.
04:00
Speaker 1
033, yeah, Charlie Alpha, 03391. Yes, sir. Thank you. Yeah.
05:00
Speaker 2
Charlie alpha. Thank you so much. All right, let me quickly double check everything on my end. All right. Thank you so much for patiently waiting, sir Bill. So in regards to the current unit, a solid red light indicated that it's not connected to Spectrum whatsoever and it may need a factory reset so it can try to reconnect and work successfully. And in terms of, setting up the router all over again from scratch, if you have the Linksys app, the app will guide you all the way through from setting it.
05:00
Speaker 1
Okay. I do not have the link to the th to this app. Why? Okay. Okay, I'm sorry. Go ahead. If I have no internet I can't... Okay. Okay. Okay, computer's not working, no internet. Okay, let me go to, Oh, okay, okay, then let me go, turn it back on. Go down.
06:00
Speaker 2
up until it's finished and working again. On the uh-huh it can also be set up through yes, that is correct. Uh if you may not have the app, you can try setting it up using your computer instead, since it can be set up either through the phone or through a computer. However, before any further. Uhuh, I'm sorry, what was it? In setting up the router, it does not need a internet. Before any further troubleshooting may also start, I do have to set expectations that your current MR 8300 version 1.1 is unfortunately...
06:00
Speaker 1
Okay. Really? Okay. Okay, I didn't I didn't I didn't realize it was that old. I thought it was maybe like three years old, four years old. Okay. I'm sorry. Uh, okay. Uh, what would it okay. If I down Okay. If I download app and go follow the process and try to reset it. Otherwise, what would it cost to have uh you or technical support people troubleshoot for me if I can't get it working? [silence]
07:00
Speaker 2
Uh, I'm sorry. I see. Uh-huh. In terms of that one, we cannot troubleshoot it for you, since we're only available through the phone support. We can at least try to guide you through it.
07:00
Speaker 1
Okay. Yep. Okay. Oh. Okay. Now, if I'm, we're, it's on my laptop, how do I get the Lexis Apps? Ah, okay. Okay. Oh, okay. Now wait. Because, okay. Say that one again. Okay. My router.dot.local. Okay. All right. Uh, [silence]
08:00
Speaker 2
But since it's no longer in warranty, it is optional, it cost $15. Um... On the laptop, you cannot download the app since it needs to be on a phone or tablet. Instead, you go using the web browser. To enter the router, you just need to search my router. local. All in one word. It is my router. local.
08:00
Speaker 1
Okay. Um and then follow instructions. Okay. Okay. Then last question. Okay. Cause I did not realize okay. Would you recommend then maybe getting new router. Okay. Yeah. Yeah. Yeah. Okay. Okay. But now Okay. it now Okay, even my phone, no internet connection. Okay. Go to settings. no WAN Wy're nacionales, not even my phone is not functioning. I cannot go to the app store to download uh the app for it. So Okay, Okay, I think my Okay, what should I do if I don't have internet access?
09:00
Speaker 2
[HUMAN_REVIEW] mm hmm okay yes in terms of the current model that you have an MR 8300 is one of the middle age routers it's still working it's still good it's still one of those strong and still considered good and up to date however it's not the optimal that it can provide you so yes it's can it's best to consider getting a new one
09:00
Speaker 1
my, uh, probably my best solution is to get, to get a new router. So, okay, we will leave it, I have your phone numbers, my information, I will go look for then, uh, a new router. But, uh, for right now, thank you, and, uh, you have a good day and be safe. You have, uh, yeah. Yeah, well I'm sure, okay, I gotta go, and, uh, I trying, look.
10:00
Speaker 2
All right. All right. Thank you for calling Linksys as well. Take care and have a great day. Bye bye for now. You may now end the call.
10:00