V2 Rubric Detail — c89e5c90-6666-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 13:58
Duration
7m 32s
Contact
Wade Anderson
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133234
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Light Turns Red_MR8300
⚠ 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
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall62.5% (+6.5)

V2 Grader Summary

The agent correctly conveyed that Linksys does not provide replacement power modules and advised purchasing one locally, which aligns with policy. However, no troubleshooting was performed to assess whether the existing setup could function with two powered nodes or to verify firmware, pairing status, or compatibility with the Deco system. The issue remained unresolved, and while the response was accurate and courteous, it lacked diagnostic engagement.

V1 Case Analysis

Customer (Wade) requested a replacement power module for C2000 router and asked about TP-Link Deco compatibility. Advised Linksys does not supply power modules; recommended local purchase. Confirmed Deco should work. No troubleshooting performed beyond basic advice.

Troubleshooting Steps
  • Collected device model (C2000)
  • Collected customer name and email
  • Provided product-availability information for power modules
  • Answered compatibility question about Deco
  • Incorrectly interpreted LED state and recommended factory reset
Key Observations
  • Agent misidentified LED color: customer stated 'steady green' ([02:00]), but agent later said 'light turns red' ([05:00]) — contradicts customer report and suggests faulty diagnosis.
  • Agent recommended factory reset ([05:00]) despite no reported configuration issue or malfunction beyond missing power module — irrelevant and potentially harmful advice.
  • Agent affirmed Deco compatibility without qualification or technical validation — generic 'yes' lacks grounding in KB or product documentation.
  • Unnecessary collection of provider and email added friction without operational benefit.
  • No serial number collected, though not strictly required for this inquiry.
Positive Highlights
  • Correctly communicated that Linksys does not supply replacement power modules and advised customer to purchase a compatible unit locally, bringing the original for reference ([06:00]).
  • Maintained polite and patient tone throughout the call, allowing customer to clarify needs ([03:00]–[07:00]).
  • Confirmed device model early and acknowledged customer's name, supporting basic call control.
Agent Errors / Gaps
  • Incorrect LED interpretation: claimed light was red when customer clearly stated it was steady green ([02:00], [05:00]).
  • Provided irrelevant factory reset recommendation with no troubleshooting basis ([05:00]).
  • Failed to validate or qualify Deco compatibility claim — gave unverified generic assurance.
  • Collected redundant information (provider, email) without clear purpose, slowing resolution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer's primary issue (lack of power module preventing full mesh setup) was not resolved; agent offered no solution beyond purchasing externally, and no troubleshooting was completed.
R2 Not Met Diagnostic thoroughness conf 94%
Agent did not perform any diagnostic steps (e.g., verify LED behavior, power cycle, check firmware, or confirm device compatibility) despite customer indicating partial functionality.
R3 Met Correct resolution path conf 92%
Agent correctly identified that Linksys does not supply replacement power modules and advised the customer to source one locally with matching specs, aligning with policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent asked for model and provider but failed to investigate symptom details (e.g., what 'steady green light' means, whether nodes were pairing, or if firmware was current) to determine root cause.
T2 Met Appropriate tools / resources used conf 91%
No tools were required for this inquiry; agent provided correct guidance without misusing or omitting necessary resources.
T3 Met No misinformation conf 95%
Agent accurately stated that Linksys does not sell power modules and correctly suggested factory reset if red light appeared — both consistent with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic control but did not set clear expectations early, leading to disjointed flow and customer repeating statements.
C2 Partially Met Confirmed understanding conf 85%
Agent used accessible language but responses like 'add one' and unclear phrasing created ambiguity; no confirmation checks were used.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent owned the interaction from start to finish, did not transfer, and provided a direct answer based on company policy.
O2 Met Proactive follow-through conf 94%
Agent gave a clear next step: purchase a replacement power module locally while bringing the original for spec matching.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was out of warranty and non-hardware-related.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent expressed empathy with 'I’m sorry' and thanked the customer, maintaining a respectful and patient tone throughout.
X2 Met Tone & rapport conf 89%
Agent adapted to customer’s pace, listened without interruption, and responded appropriately to concerns about power and compatibility.
X3 Met Overall experience conf 93%
Agent avoided unnecessary steps, provided a direct path forward, and did not make the customer repeat information beyond initial clarification.
Call Transcript12 turns · 14 lines
Speaker 1
registered? Yes, I have. [silence] You are in a queue. Yes, I have. [silence] You are in a queue.
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 serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. My name is Even. How may I help you today? Yes. What's the model of the router? [silence] All right. And what's the model? [silence]
00:00
Speaker 1
The model is a C 2000. Well, I have a couple of issues. I need another a uh a power module and I'm having problems uh getting getting it to work. It'll it'll go to uh I'll get a steady green light.
02:00
Speaker 2
All right. Thank you so much for that one. What seems to be the problem? [silence] Uh-huh. All right, uh . Who's your internet provider? All right. May I know to whom I am currently speaking with? Was it Wayne? Wade. Thank you so much. All right, Sir Wade, let me quickly double check everything on my end. May I know your email address as well? Was it Linda, L-Y-N-D-A as inhan, S-H-A-N?
02:00
Speaker 1
Yes sir. Um, yes I'm sorry. Yes. [silence] I have internet connection. Yes. Yes. Uh yes. Now when I say the power module, I'm talking about the part that plugs into the wall. [silence]
04:00
Speaker 2
alright, add one. add one. alright. do you not have any internet connection right now? and what was it regarding about a power module? you need another one? when you mentioned about a power module, you mean another of the same model? alright. I see. thank you so much for that one.
04:00
Speaker 1
And I have a question, I have, uh uh, uh deco also will they work will they work in unison okay. [silence] Okay, that's what I've done.
05:00
Speaker 2
Uh huh. Uh huh. Yes, they should be. All right. So thank you so much for patiently waiting as well. So in terms of the power module that you mentioned, I do have to set your expectations linkSys does not offer or do any kind of replacement in terms of a power module. You need to find it on your local stores to see if there's any kind of similar specs to what the original unit had. And in terms of your links as well, as you mentioned, the light turns red. If you've already rebooted it and still has the same problem, you might need to consider doing a complete factory reset and setting up the device all over again from scratch, treating it like it's your first time having the unit. However, uh before any kind of further troubleshooting maybe.
05:00
Speaker 1
That's what I've done. I'm sorry. Uh, that's what I've done, but with without uh, the the power module, the the power brick, I'm, I was thinking that maybe I'm having problems because I'm not able to uh, link all three together. Because I can only power up two units at this point. So, so I wanted I was gonna buy another one from you guys and I'm not asking uh, for you to send it free, I'm I'm more more than willing to pay for it.
06:00
Speaker 2
I'm sorry. I see. No, unfortunately, linksys does not offer any kind of power modules. You need to purchase it on local stores and please bring the original one with you while you're looking for a replacement so that they can provide you similar specs to what the original had.
06:00
Speaker 1
Okay. All right. Well, uh, no. No, I think that's that's all I needed. Thank you.
07:00
Speaker 2
All right. Is there anything else as well? All right. If there's nothing else, once again, thank you so much for calling Linksys as well. Take care and have a great day. Bye-bye for now.
07:00