V2 Rubric Detail — cd1168c8-7bc2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 18:20
Duration
5m 42s
Contact
Karl Kinz
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00135699
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall26.5% (-1.5)

V2 Grader Summary

The agent provided materially incorrect technical information by claiming the MR8300 is end-of-life and unsupported, directly contradicting universal_eol_firmware.md which lists it as a current, supported product. Consequently, the agent skipped all required troubleshooting and incorrectly advised the customer to return a supported device, resulting in an unresolved case.

V1 Case Analysis

Customer reported MR8300 failed after two weeks. Agent incorrectly stated device is EOL and not supported, offered no troubleshooting, and advised return. No technical resolution provided.

Troubleshooting Steps
  • Requested and confirmed ticket number.
  • Requested and read back serial number.
  • Misidentified model number as 'A 8300'.
  • Incorrectly stated the device is end-of-life and unsupported.
Key Observations
  • Agent incorrectly claimed the MR8300 is end-of-life and no longer receiving firmware updates — this is false per KB documentation (MR8300 is a supported Intelligent Mesh model with manual firmware downloads available).
  • No basic troubleshooting (e.g., reboot, firmware check, WAN connectivity) was attempted despite the device being only two weeks old.
  • Warranty status was not verified; agent assumed expiration without lookup or evidence.
  • Model number was misidentified as 'A 8300' instead of MR8300, indicating a failure to confirm product details.
  • Agent advised return and repurchase instead of pursuing a technical resolution or escalation path.
Positive Highlights
  • Polite and empathetic tone throughout the call.
  • Collected the ticket number and serial number from the customer [01:00].
  • Acknowledged the customer's frustration and apologized for the inconvenience.
Agent Errors / Gaps
  • Incorrectly stated the MR8300 is end-of-life and no longer receiving firmware updates (direct contradiction of KB: MR8300 is a supported Intelligent Mesh model with manual firmware downloads available at https://www.linksys.com/support).
  • Misidentified the model number as 'A 8300' instead of MR8300 [02:00].
  • Failed to perform any standard troubleshooting for a non-functional router (e.g., power cycle, check internet at modem, verify firmware).
  • Did not verify warranty status or perform a warranty lookup before declaring the device unsupported.
  • Advised customer to return the device without confirming whether the issue was hardware or configuration-related, and without offering any self-help path (e.g., KB article, email instructions).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the MR8300 is end-of-life and unsupported, but per universal_eol_firmware.md, MR8300 is a current supported model with manual firmware downloads available. No actual resolution or valid outcome was achieved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (e.g., power cycle, firmware check, access local UI) were attempted before declaring the device unsupported.
R3 Not Met Correct resolution path conf 98%
Agent incorrectly classified MR8300 as end-of-life and advised return, when KB states it is a current supported model. Wrong resolution path due to factual error.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not diagnose symptoms (e.g., what 'quit working' means), skipped root cause analysis, and jumped to an incorrect conclusion about EOL status.
T2 Not Met Appropriate tools / resources used conf 97%
Agent failed to use basic tools (e.g., verify model status via KB, check firmware update capability) before making a critical determination about product support.
T3 Not Met No misinformation conf 100%
Agent claimed MR8300 receives no updates and is out of warranty, but universal_eol_firmware.md explicitly states: 'MR Series — Manual Firmware Download Links (Current / Supported)... MR8300 v1... These MR-series routers are current, supported Intelligent Mesh products — they are NOT end of life.'
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set an expectation early but lost control by delivering incorrect information, leading to a premature and invalid closure.
C2 Met Confirmed understanding conf 90%
Agent used clear, non-technical language and adapted tone to customer’s frustration with apologies.
Customer Ownership
O1 Met Ownership & empathy conf 85%
Agent owned the case throughout, did not transfer, and attempted to resolve despite factual error.
O2 Not Met Proactive follow-through conf 90%
Agent advised returning the device but provided no process, timeline, or alternative support path, leaving customer without actionable next steps.
O3 Not Applicable Closure confirmation conf 100%
No prior history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was misdiagnosed, not complex.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized and acknowledged inconvenience, but empathy was undermined by providing materially incorrect information.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a courteous tone but failed to adjust when customer expressed prior effort and frustration with the brand.
X3 Not Met Overall experience conf 90%
Agent dismissed the issue without investigation, forcing customer to rely on own efforts or replacement, increasing effort unnecessarily.
Call Transcript8 turns · 10 lines
Speaker 1
Silence [silence] yes, I called a week ago and I'm having trouble with a router that I purchased and um, I have a ticket number if that helps LTS01 13 5699.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys. This is Regina. What can I help you with today? Go ahead. Can you provide me with your ticket number? Okay. So, let me just check to see if you have an existing record to pull up in my system. Okay.
00:00
Speaker 1
Okay. That's correct. Yes. Correct. Yes, it's two one P one one M two one B zero three two zero nine. Correct. Just saying, I'm looking at the box. Where is it? That sounds correct, though. Yeah, 8300 yes. Amazon Pardon me? Yes. Spectrum. [silence]
01:00
Speaker 2
that the model number for your Linksys router is A 8300. and did you buy this router and is it a new? is an earner libertia or? okay, your Internet service provider is Spectrum.
02:00
Speaker 1
so there's nothing we can do about this except or I have to contact Amazon
03:00
Speaker 2
I I.C. Now, before we proceed, Carl, I would like to set an expectation regarding of the status of this router at the moment, okay? So this product is no longer receiving software or security updates and is no longer eligible for technical or warranty support. So, since it's just a newly bought from Amazon, I highly recommend that better to return this router. And if you're planning to do an upgrade, just purchase mesh devices from Lynxbrige, not an EasyMesh, but just mesh devices from Linksys. Yes, because it's no longer eligible for technical or warranty supporter.
03:00
Speaker 1
[silence] Well, I already had to purchase another one and I wasn't going to buy another the same same brand, so I bought a different brand. Because I just this thing worked for two weeks and then it quit working. So So I was no no longer going to no longer going to purchase the product from Lynksys. My previous one? I'm I don't know, it's in storage as a backup. [silence]
04:00
Speaker 2
and it doesn't receive software or security updates. it's risky for going to proceed with setting up this one. so we highly recommend to return that device and if you're planning to purchase a router from us, look for an MR or MX devices. Yeah, I do really apologize for the inconvenience. That's an MX. your previous router is an MX. What is your previous router model number if you can still remember? Yeah. Yeah, because you actually purchased a device that is already end of support, sir. And I do really apologize for that inconvenience. So since you still have a lot, lot of time for returning the device, uh better to do it. And I totally understand if you're not buying Linksys, but I'd trying to help. You can look for an MX 2000 or MX 4200 right away. Okay. So thank you so much for your time sir and have a great day. Bye for now.
04:00