V2 Rubric Detail — b91eb536-73d0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 15:39
Duration
9m 40s
Contact
James
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135169
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_MR75MS

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp5.00/5
Overall40.3% (-15.7)

V2 Grader Summary

The agent identified the router as out‑of‑warranty but provided no substantive troubleshooting, no escalation, and no concrete resolution. While the interaction remained courteous and technically accurate regarding warranty status, the lack of diagnostic steps and actionable next steps left the customer's connectivity issue unresolved.

V1 Case Analysis

Customer reports intermittent internet loss on MR75 router (out of warranty). Agent offered paid support, suggested power-cycle steps, and confirmed no firmware updates available. No further troubleshooting performed.

Troubleshooting Steps
  • Collected serial number
  • Identified device model (MR75)
  • Informed customer of out-of-warranty status
  • Offered paid support ($15 for 60 minutes)
  • Provided generic power-cycle instructions
Key Observations
  • Agent offered paid support before attempting basic diagnostics, which is premature per KB guidance.
  • No verification of WAN connectivity, modem status, or router interface access was performed.
  • Agent correctly ruled out firmware updates for the MR75 (consistent with KB).
  • Call ended without confirming whether the customer could access the router interface or knew their admin password.
  • Customer was left uncertain about the issue resolution.
Positive Highlights
  • Asked for and recorded the device serial number (good protocol).
  • Correctly identified the router model and communicated warranty status (accurate).
  • Provided a basic power-cycle procedure as a self-help step (KB-consistent).
  • Accurately stated that the MR75 is a first-generation router with no further firmware updates available (KB-consistent).
Agent Errors / Gaps
  • Premature paid-support offer without first performing basic diagnostics (contrary to KB guidance).
  • Failed to check internet connectivity or router WAN status (missed key troubleshooting step).
  • Did not confirm whether the customer could access the router interface (http://192.168.1.1 or http://myrouter.local) before suggesting firmware checks.
  • Provided vague filler (“That is scary”) and did not summarize next steps clearly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never resolved the connectivity problem nor arranged an RMA or escalation; only gave generic power‑cycle advice.
R2 Not Met Diagnostic thoroughness conf 94%
No systematic troubleshooting was performed (no reboot, speed test, WAN check, etc.); agent jumped to warranty status and paid‑support offer.
R3 Not Met Correct resolution path conf 95%
Agent identified the device as out‑of‑warranty but then refused to provide best‑effort troubleshooting, offering only paid support and a generic suggestion.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent only collected the serial number; no diagnostic questions about symptoms, connection type, or recent changes were asked.
T2 Not Met Appropriate tools / resources used conf 94%
No tools or resources were used (e.g., remote session, firmware check, or speed test) despite the connectivity issue requiring them per the KB troubleshooting guides.
T3 Met No misinformation conf 97%
Agent correctly stated that the MR75 is out of warranty and that no firmware updates exist; power‑cycle advice is technically accurate.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent greeted the caller and gave some direction, but did not set clear expectations at the start and the flow was somewhat disjointed.
C2 Met Confirmed understanding conf 96%
Language was simple, apologies were offered, and instructions were given in lay‑person terms.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call and did not transfer, but did not fully own the issue by providing thorough troubleshooting.
O2 Partially Met Proactive follow-through conf 89%
Agent suggested generic steps (power‑cycle) but gave no specific timeline or follow‑up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent apologized for the inconvenience and thanked the customer, maintaining a courteous tone throughout.
X2 Met Tone & rapport conf 95%
Agent remained calm, matched the customer's polite tone, and kept the conversation engaged.
X3 Met Overall experience conf 92%
Agent asked for the serial number once and did not require the customer to repeat information or perform unnecessary steps.
Call Transcript17 turns · 18 lines
Speaker 2
Welcome to Linxsys 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.linxsys.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. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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. To hear these options again, press three. [silence]
00:00
Speaker 1
Thank you for learning ing, product. This is James. This is James Worthy. I have a Linksys router that's quite old and it's been extremely faithful, but
01:00
Speaker 2
Press 8. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. 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 2. To hear these options again, press 8. Please remain on the line for assistance. Hi, thank you for calling Linkus Technical Support. This is Rio. How can I assist you further today
01:00
Speaker 1
I'm having trouble and uh it just will not stay in working order and always before. Uh, I just got off the phone with Spectrum and they gave me your number. And I know I did register this years ago when I bought it, but the lady at Spectrum suggested that I call you and see if there's uh any answer to uh to my problem. Uh Looks like you left a long silence at the end of your message.
02:00
Speaker 2
Sir, let me just double check, you are having an issue with your router, it's not providing you internet, is that correct? Okay, got it, sir. I do apologize you have this kind of issue right now, sir. Um, can you confirm to me what's the serial number for the Linksys router you have?
02:00
Speaker 1
um let me say oh shoot it's backwards um let's see name is link sys set up four six zero uh password you don't need that though do you um uh
03:00
Speaker 2
That is scary. [noise] Just the serial number, sir. S. N.
03:00
Speaker 1
Serial number is four, five, C, one, zero, M, two, A, B, zero, two, three, six, five. I think that's it. [silence] I apologize, can you repeat? [silence] It's blue now. Hang on. Let me pull it back up. [silence] What's been happening is it, it has worked beautifully without any problem at all. And then all of a sudden, um and it's done this a couple of times, and it's connected right now and it's working, so it is on there. And I don't, I don't know, I had heard and read that maybe uh if it needed a software update that that could solve problems.
04:00
Speaker 2
okay now sir James just to like to set proper expectation here uh for the router that you have the MR75 um showing you the blue light means to say it does have an internet or it's connected to the internet now if you wanted to
05:00
Speaker 1
[silence] Okay. [silence] Okay then. [silence]
06:00
Speaker 2
Update the the the router right now. Now based on the record here in the system the router that you have is already been out of warranty. Now for out of warranty devices we no longer provide free technical assistance unless you pay for the $15 good for 60 minutes troubleshooting. Now if you don't want to pay $15 for that you can try to log in to the Linksys to your Linksys account to the Linksys website and then try to check if there is a need to update your your your firmware. But then again setting proper expectation for the router that you have this is part of our first generation router meaning to say aside that we no longer manufacture this device we no longer also have any updated firmware for the router that's captured. So I'm afraid firmware updates is not possible anymore.
06:00
Speaker 1
Well, uh, let me thank you for many years of good service and uh, I'll just explore other options. But thank you for everything. [silence] Thank you for that. well I know, but I truly appreciate your help and and I thank you very much. right. Bye now. Okay.
07:00
Speaker 2
Thank you, sir. You're welcome. Sir, if by any chance that you'll have again a troubles with your router. You can try first to turn off your router, and then turn off your modem. And after that, you can try to turn on first your modem, wait for it to be stable. And then that's the time you can turn on your link to device. It might help you. You're welcome, sir. Anything else? Aside from this. Thank you so much. You're welcome, sir. And, you have a nice day. Bye-bye for now. [silence]
07:00
Speaker 1
Okay my apologies. Oh. How that died. [silence]
08:00
Speaker 2
You can now release the line, sir.
08:00
Speaker 1
Oh my goodness. I don't know what.
09:00
Speaker 2
I'm still with you in the line, sir. Like do you have a button there to end the call? all right.
09:00