V2 Rubric Detail — bd951190-7caa-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 22:00
Duration
35m 8s
Contact
Luis Cortell
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00136767
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300 v1.1_No Internet Connection
⚠ 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

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution1.25/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall44.3% (-15.7)

V2 Grader Summary

The agent took ownership and correctly handled out-of-warranty expectations, but failed to conduct proper diagnostics — skipping modem isolation, web UI checks, and firmware verification. Reliance on LED status alone led to an incorrect conclusion of hardware failure without ruling out configuration issues. Customer effort was high due to repetition and unproductive resets, resulting in a partial resolution.

V1 Case Analysis

Customer reports MR8300 shows solid blue front light but provides no Wi-Fi or Ethernet connectivity. Agent confirmed model and warranty status, performed factory reset and power cycles. No change in behavior. Did not access router dashboard or verify WAN port status. Concluded likely hardware failure and recommended replacement.

Troubleshooting Steps
  • Verified model and serial number
  • Confirmed out-of-warranty status
  • Performed multiple power cycles
  • Executed 20-second factory reset
  • Connected laptop via Ethernet to test link
Key Observations
  • Agent correctly identified that solid blue LED on MR8300 indicates online status per KB, but failed to validate this by checking WAN port LED or accessing router dashboard.
  • No attempt was made to log in to http://192.168.1.1 to verify WAN connection status, IP address, or configuration — a critical diagnostic step per KB.
  • Troubleshooting became inefficient with repeated reset and power cycle attempts without validating intermediate results.
  • Agent correctly concluded likely hardware failure after reset failed to restore functionality, and provided a clear next step for an out-of-warranty customer.
Positive Highlights
  • Accurately identified the product model (MR8300) and serial number from customer input ([01:00]).
  • Clearly communicated the out-of-warranty status and set proper expectations about replacement eligibility ([04:00]).
  • Correctly interpreted the solid blue LED as indicating the router believes it is online ([05:00]), consistent with KB guidance.
  • Provided a concrete and appropriate next step for an out-of-warranty customer by recommending a replacement router ([33:00]).
  • Confirmed direct modem-to-computer connectivity, isolating the issue to the router side of the network ([03:00]).
Agent Errors / Gaps
  • Skipped essential WAN diagnostics: did not check WAN port LED status on back panel ([universal_isp_modem_diagnostics.md](https://support.linksys.com/kb/article/62-en/)).
  • Failed to access router web interface at 192.168.1.1 to verify WAN connection, IP assignment, or configuration ([ax_maxstream_wifi_connectivity.md](https://support.linksys.com/kb/article/170-en/)).
  • Performed redundant reset attempts without confirming any change in device behavior, reducing efficiency.
  • Did not verify if the router was receiving an IP address from the modem, a key indicator of WAN health.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded router is defective and advised customer to buy a new one; no resolution or functional fix was achieved.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped critical diagnostic steps: never tested modem directly, did not check WAN port speed in UI, skipped firmware check, and relied solely on LED color and failed reset attempts.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty, offered best-effort troubleshooting, and advised replacement only after attempted reset, aligning with policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent failed to isolate the issue: did not verify modem performance, ignored WAN LED status, and misinterpreted solid blue LED as 'working' without validating internet connectivity via web UI or speed test.
T2 Not Met Appropriate tools / resources used conf 97%
No use of router web interface (192.168.1.1), no speed test at modem, no firmware check — all essential tools for diagnosing connectivity issues were skipped.
T3 Partially Met No misinformation conf 90%
Agent correctly stated solid blue LED means internet is connected (per ax_maxstream_wifi_connectivity.md), but failed to recognize that this is only valid if WAN connection is confirmed — which was not verified.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control but lost focus during a 5-minute hold discussing store inventory, repeated reset instructions multiple times, and allowed long silences.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but did not adapt to customer’s confusion about network visibility or confirm understanding after technical steps.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case throughout, performed troubleshooting, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 85%
Agent provided next step (replace router) but did not set a timeline or offer follow-up support unless customer initiated another call.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — agent performed best-effort troubleshooting on an out-of-warranty device and made a reasonable judgment not to escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent apologized at the end but did not acknowledge customer’s frustration earlier despite repeated failed attempts and power loss during call.
X2 Partially Met Tone & rapport conf 85%
Agent followed a script but did not adjust pace or tone when customer struggled with resets or laptop battery dying.
X3 Not Met Overall experience conf 96%
Customer had to repeat serial number, ISP info, and perform multiple resets; agent did not leverage any stored data or streamline steps, increasing effort.
Call Transcript52 turns · 58 lines
Speaker 1
Hello. I think my modem died. So I'm trying to see if something happened to it and I have to replace it or maybe I just made a mistake somewhere. [silence] It is. [silence] Yeah, [silence] took a picture. [silence] Do you [silence] want to see [silence] serial umber first [ huffs ] they're on the number 29 b11 m4 BA-0-6-7-21 yeah so, instead of a number eight is an A as in Albatross so it's BA model number is m-r8300-b-1.1
00:00
Speaker 2
Yeah. Serial number and my. Oh, yeah. Sure. Serial number. Okay, let me just check if I got it correctly. 29 and then V for Victor. 1-1, M for Mary, number 2, B for Brian, number 806721. Okay. What? And how about the model number? Mm-hmm. And how and who's your internet service provider? [silence]
01:00
Speaker 1
TDS. Yup. 419, 302, 6545. Luis, First name, last name, Cortell, uh C-O-R-T-E-L-L. Uh, yeah, L-G-U-I-S. Yeah, correct. Uh, it's Cortell C-O-R-T-E-L-L-L so three L's. Uh, the number two, the number three, and the letter U and the letter F at AOL.com.
02:00
Speaker 2
Tango David sugar right okay and how about your phone number sir? uh huh uh huh and about your first name and last name and Luis is L-U-I-S and about your email address? What's the letter after user?
02:00
Speaker 1
Yeah, yeah. Yeah, correct, yeah. Correct. And I don't know if it died because my power went down and I call TDS and TDS walk me through it. And then when I took the modem out and I plug the router straight to my computer, it works. But it doesn't but nothing works off the router basically, and the Wi-Fi doesn't even show up.
03:00
Speaker 2
Okay. So that's at aol.com, right? Okay. So this router that you have using the MR8300, it's not working, like no internet connection. Yes. Okay. Okay. So it could be, sir, there are just some settings from your modem from TDS that is not synchronized right now to your Linksys router. Okay. So we are probably need to do a reset and then reconfigure the settings. Okay.
03:00
Speaker 1
Just wine. Yep, I understand. Yeah, it's plugged in blue.
04:00
Speaker 2
Okay, communicate again to the Internet, okay? And how many links to this device do you have? You said only one? Okay. All right. Sir, as I check also the status of your router, I chose it here, the MR-8300. It's already out warranty. We can still provide you technical assistance, okay? Like to reset, reconfigure, the settings. And then in any case, after the troubleshooting, if we found out that your device is defective, there will be no replacement. Linksys is no longer providing a replacement. Okay? Okay. So, do you have the device right now? Okay. What's the color of the light is the one that's on the front. Is it blue or is it like purple? [silence]
04:00
Speaker 1
look at it. One more time. It is, uh, blue and there's only one light. Yeah, I'm looking at it. Yeah, it's blue. Yeah. Uh, correct. It says, uh, it takes lenses and then it's just one blue light at the top. Let me double check. Yeah. Yeah. So, yeah. So, I mean, I do have internet. So why, uh, why did the Wi-Fi go, go out then? [silence] So, yeah. So, I mean, I do have internet. So why, uh, why did the Wi-Fi go, go out then?
05:00
Speaker 2
uh-huh. yes. it's blue, right? The one that's on the MR8300. okay. actually, sir, if this type of router that you have if the light on the front is blue, that means it's connected to the internet. you will know if it is not connected to the internet if it is like red or it will be purple or yellow. okay. um at the bottom of your node
05:00
Speaker 1
Yep. All right. Yeah, let me... I took a picture earlier, um, Yep. Uh, it says name, uh, underscore linked setup 88. I do. I, uh, I did this troubleshooting with the TDA that, uh, name does not show. Like, my own name or dis name does not show up. Uh, it's in Windows. 11.
06:00
Speaker 2
the bottom of the MRSR try to check if you can see there the uh name and password what's the name at the bottom right now? is it Linksay? that Linksay setup? okay um do you have a computer? Mm-hmm. Mm-hmm. okay so when you your laptop is it um is it windows or Mac? is it using 11 or 10? okay Could you please repeat that?
06:00
Speaker 1
Hello, K-Q-P and then hidden network. Correct. Yeah. And I refreshed a bunch of different times. Yup. And I did... I did the same processes and I couldn't find it either cuz I do have it connected to the Wi-Fi on my phone. Correct. Yeah. Uh it's actually not even finding any other network. Oh, I... I reset it.
08:00
Speaker 2
Okay. There's no like length says as well as your old name, right? Um, on your laptop on your phone as well, sir, your phone, using an iPhone, it's not going to it's not also detecting the um, underscore length is set up, right? it.
08:00
Speaker 1
Yeah. Yeah, let me see. Yeah, it's not finding any. It's not it's not finding that one. It's like uh um. It they keep like getting in and out like the ones that I call out like the direct PPT or Ethernet. Yes. uh from uh. Do you want to directly from the modem or from the Wi-Fi. from. from the router. Yeah, to the router. yeah. I got. I got one. Let me unplug it right now.
09:00
Speaker 2
So let me verify your laptop has an ethernet port, okay. It's okay if we can, do you have another ethernet cord as well? We can, why if possible if we can connect your, um, laptop to the MR? uh, from the Wi-Fi, specifically like computer to the MR. Okay. Mm-hmm. Let's connect it to port number one.
09:00
Speaker 1
Yep. So, I just connected directly. And now it's saying... Yeah, it's saying... Okay, so this is... Let me do something really quick. Yeah, so, this is curious. I have a cable that goes from the router to the Wi-Fi, right? When I unplug that from the Wi-Fi and I plug it directly to my computer, it works. But now, but now it does not work when I have it from the, from the router to the Wi-Fi to the computer. It does not work.
10:00
Speaker 2
So, SFO. Okay. Let me just verify right now. Right now, the connection is from the TDS - Yes. Router to the internet port of the MR 8 300 right? Right? And then one of the of the Ethernet cords to your laptop. Correct. Correct. Okay. Sir on your computer, can you press the Windows key and then R? Windows key and then R. It open open the run dialog box tap in there NCPA. C.P. Like NCPA.CPL. like Nancy NCPA. It's N for Nancy okay. The She CNC for Charlie, P for Peter, A for Apple. C for Charlie. P for Peter, L for Larry.
10:00
Speaker 1
So C NCPA that CPA Okay, and then just click okay. Yeah, and then it takes you to Internet. And and unidentified network and then Wi-Fi not connected. Yeah. Yeah. Yep. Let me, fine. I guess it is tricky because I cannot see it, but I believe it's the let me give me.
12:00
Speaker 2
yes Yes okay okay so can we uh like reset your um router the MR 8300 press and hold the reset button for 20 seconds observe if the front light that will change its color or it could be like blinking Mhm
12:00
Speaker 1
[mumble] a second. Oh, where are you, reset? Yeah, it's where my thing is located. It's just tough. I've seen it before, it's like a red bound, right? No. Oh, Oh. Uh, yeah, just a second. Let me take one cable out and pull this out. Oh, yeah, I found it. So, uh, tell me when to hold it and I'll start holding it. Yep, I got it.
13:00
Speaker 2
Mm-hmm. Yes. the one at the back. You have to press and hold it for 20 seconds. Let me know so that I can set my timer. Okay. You mean now press it, sir? Hold it down? All right, sir, please release the reset button. Track the light. Is it blinking? Did you press the button? Um, did you use a pointed pen or a pointed object while pressing the reset button? Alright to die it again. Try using a pointed object like a pen or a pointed pen or a paper clip. Okay. Uh-huh. Yes, sir. Um, oh, the reset button is still illuminated. Uh-huh. Among yes, uh-huh. Yes. Please go ahead and press the power button. Uh-huh. Please type or paste the text with guidance, and press enter when ready.
13:00
Speaker 1
Okay. I think I found one. Uh, just a second. Let me go back here. All right, uh let me know when you want to do it one more time. Yup. And I'll be looking at the light right now as well. Uh it's still solid right now. Yup the light uh, let me make sure it says reset. Yup, it says reset. Yah the line up. The blue light in the front never
15:00
Speaker 2
Okay, alright press it now. And it did not turn off. Okay, release the reset button. [silence]
15:00
Speaker 1
I do feel like there's a click. Like when I click on it, I feel like the mechanical click. I'm holding it. Yeah, I'm holding it right now just in case. And I'll let go now. Yeah, I never like I it never changed. The light was still solid blue the whole way. I
16:00
Speaker 2
This all then, sir. Yes. OK. K-ya sector. Yes. Um-huh. Is there still solid blue? [silence]
16:00
Speaker 1
Yeah, it didn't like even when I press on it, it was all, always solid blue, like it never it never changed out colors. Yeah, uh, I'll turn it off right now. All right. So the power cord is off right now. Yeah. Straight to solid blue. Uh, let me uh, check. Uh, it says unidentified network. Oh, network cable unplugged right now. That's that's just me, sorry.
17:00
Speaker 2
Can you unplug the power cord, sir? Okay. All right, can you plug it back? Check the light. Is it, like, it will blink or check if it will just go straight to solid blue? [silence] And on local area connection on the computer still unindentified network. Okay. But how about the light, is it still, is it still blinking, or is it stuck solid?
17:00
Speaker 1
It's still solid, Solid Blue. Yeah, it's Solid Blue and it still says in the computer ether. Unidentified network. Yeah. Yep. Not a problem. All right. Let me... Yeah. I am right here. Yep. Unplugged. Plugged back in. Yep. Unplugged. All right. Plugged back in.
18:00
Speaker 2
Okay. Please unplug the power cord now. sorry. I'll tell you when to plug please plug it back. Okay. Unplug it. Unplug it, sir. Then unplug it again.
19:00
Speaker 1
Okay. It's out. Yep, it's in. Yep, unplugged. It's unplugged right now. Yeah. Oh. Oh. plug back in. yeah, the light and so the light was always solid blue whether I basically I plugged it was always blue like it never uh blink.
20:00
Speaker 2
Okay. Plug it back in. Unplug it. It's now unplugged, right? Uh huh. Okay, then plug it back in. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. So.
20:00
Speaker 1
Yeah. Yep. Just a second. All right, ready, go. I got it.
21:00
Speaker 2
[silence] Let's do another reset sir okay? Hold it down, the reset button okay? And I'll tell you when to release it okay? Okay. [silence]
21:00
Speaker 1
are no isn't not blakely no yeah I did Yeah it's still it is yeah I'm going to unplug. So I am like the internet connection it's still solid blue it did it and then now I plug it in. So when I plug the internet connection at the back it's uh I can see like uh green light blinking but the blue light at the front never uh never changes
22:00
Speaker 2
But is their light still not blinking? Okay, can you really select E all the reset? Still solid blue? Okay, how about this answer? Let's try to do another [silence]
22:00
Speaker 1
Okay. Yeah. Stuff. It is. Yes. Yup. Done. Plug back. Plugged in. Yup. Done. It is sold. Plug back. Thank you.
23:00
Speaker 2
All right. okay. all right lights says. all right, you can... unplug it. unplug it. okay, plug it back.unplug again. plugin back. could unplug it sir. Ok, plug it back.
23:00
Speaker 1
… unplugged again. [silence] It's like… it's like… back in. This time it, uh, the light turn on a little bit slower. [silence] It's still solid blue, but it, uh, it didn't turn in as quickly like it took a second. Oh, let me check. Well, unfortunately, my computer ran out of power cuz I was doing the, uh, the, uh, setting with the TDS guy and then it literally just ran out. [silence]
24:00
Speaker 2
and then unplug it again and then plug it back but it is still blue and then um on the computer right now local area connection still unidentified um oh okay
24:00
Speaker 1
run out of juice. Yeah, I'm going to get it right now. Nevermind. Let me look for it. Yes. Yeah, go for it. [silence]
25:00
Speaker 2
okay do you have the power cord of your laptop? okay okay so uh while you're looking for the power adapter for your laptop, can I just put you on hold for three to five minutes? Let me check my resources here. okay? I'll be back. okay. thank you. Just stay on the line, I'll be back. [silence] okay. so you guys also have programs on your site that shows the lap like when it's going to be so you'll know what laptop is available when you go around the store? [silence] yeah. does it show the price as well? [silence]
25:00
Speaker 1
Yeah. Yeah. From the from the unit, correct. Yeah. Yeah, and it has a number on this side if you want did you want that number on the side? Correct. it's in the same power outlet. I it saying that one more time, sorry. Yes.
30:00
Speaker 2
Sure. Just want to verify. Um, the power adapter that you are using right now, is that the exact power adapter that you've been using? Okay. And have you tried other, um, okay, um, [silence] okay. And you haven't uh check uh or tried it on a different power outlet, right? Is the, okay, uh it's same thing it's 12 volts, 2 amps, right? Is it 12 volts and 2 amps? Two amps? [silence]
30:00
Speaker 1
correct. And that's when it completely stopped. There was a power outage and then I just thought the internet was out. So I called, TDS after two hours to, um, uh, and then after they held me out, they realized that anything from the router does work. So it was the, uh, the wireless that doesn't work to the wall, directly to the wall. And it's the only thing plugged into the wall.
31:00
Speaker 2
Okay. And there was a power outage before this happens, right? Uh-huh. Okay. Okay. How about the center? Um, are this router connected to a power strip or is it directly connected to the wall outlet? Uh. Okay. And still the same, it's blue. Even if you,
31:00
Speaker 1
Uh, well, let me. Right. When I unplug it, it's still blue. Correct. Yeah, it doesn't change. The only thing that changes that when I plug it, there's a green light that moves. And then when I unplug it, that light is gone. Yeah. oh, Just let me check. The Ethernet cable is still identified. Basically, it's just the same. Let's just check the Wi-Fi.
32:00
Speaker 2
again, even if the modem is disconnected, the light is still blue, right? Even the TDS, the TDS router, if it is unplugged from the router, from the linksys, uh-huh, okay. This is at the back, right? But in the front, it still said Side A. When we try to view again right now, and if they are Wi-Fi, check if it detects the now the links is set up or the name that you've set up before. Mm-hmm. Uh-huh. About your um, how about the uh Wi-Fi.
32:00
Speaker 1
still not showing right right and it was flagged to the wall so it could have been died
33:00
Speaker 2
okay. So, with that, sir, we apologize for the inconvenience. Us based on the troubleshooting that we did, it's the router, it's not long or the latest advice. Uh is no longer responding. Even the last resort that we have is a recovery procedure. That's the way, um, that's another way to like kind of wake up the, um, the router. But still, it's not responding even the reset. it did not respond. So, it could be that this router has already been stopped working already. Like it's been defective. My, maybe it was really, um, uh huh. Uh huh. Probably it was affected. Frighted away with that the power outage. might be some um circuits on the router that's been affected with the power. So, with this one sure, we recommend.
33:00
Speaker 1
Yeah, absolutely. Where, I think I usually buy this from Best Buy. Is that still the case? Yeah. All right, well, I'll, I appreciate your help, but yeah, I think you might be right because I, I did all that with you and the other person, and it still, I think, it, it, it works directly from the cable, but not the router, so it might make sense. Perfect. I appreciate it. Thank you so much.
34:00
Speaker 2
1 Did to like arm just um have this router replaced and get a new router or a new device. Uh huh. Uh huh. Uh huh. You can check again. If you wanted to get the same thing links wise device, you can check again on best buy or you can check it on Amazon, sir. Uh huh. Oh, you're welcome. Uh huh. Uh huh. Uh huh. Yes. Okay. All right. And if you need assistance, if you got the new lengths advice, and you still need assistance, you can always give us a call sir. You're welcome, so thank you. This is Carla of Galing Lapses, wish you have a great weekend. Goodbye.
34:00