V2 Rubric Detail — cf0373ee-7995-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 23:52
Duration
36m 38s
Contact
Allen Small
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00136102
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300 - no internet

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical0.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.07/5
Overall51.1% (-4.9)

V2 Grader Summary

The customer's internet connectivity was restored and confirmed working, meeting R1. However, the agent failed technically by using incorrect procedures (5-press on MR8300, an Intelligent Mesh device), skipping essential diagnostics, and relying solely on a problematic app, leading to unnecessary customer effort. Despite ownership and resolution, T1, T2, T3, X2, and X3 are Not Met due to flawed execution.

V1 Case Analysis

Customer reported MR8300L not connecting to Spectrum modem. Performed reset, guided through Linksys app setup, configured Wi-Fi, confirmed internet connectivity; TV works.

Troubleshooting Steps
  • Performed 30-second hard reset of the router.
  • Instructed 5-press reset method to enter pairing mode.
  • Guided customer to install and use the Linksys mobile app.
  • Connected to default Wi-Fi SSID and entered Wi-Fi password.
  • Completed app setup wizard and verified internet connectivity.
Key Observations
  • Agent used correct 5-press method and reset procedure for MR8300L, leading to successful setup.
  • Customer confirmed internet access on TV, indicating technical resolution was achieved.
  • Agent provided false and misleading statements about warranty policy, cloud privacy, and app functionality.
  • Agent failed to create or reference a HappyFox case, violating protocol.
  • Call was inefficient due to app reinstallation loop caused by incorrect guidance to skip email setup.
Positive Highlights
  • Correctly identified the MR8300L as a Velop (Intelligent Mesh) model and applied the correct 5-press pairing method ([14:00–15:00]).
  • Collected model and serial number early in the call ([10:00–11:00]).
  • Guided the customer through the full app setup process and confirmed internet connectivity via TV test ([33:00–35:00]).
  • Correctly interpreted solid blue LED as healthy online state for Intelligent Mesh system ([17:00]).
Agent Errors / Gaps
  • Provided factually incorrect warranty policy: claimed support eligibility changed based on day of week and that CEO changed policy mid-call ([29:00]).
  • Misrepresented app functionality: told customer to skip email setup, causing the app to fail and requiring reinstallation ([23:00–26:00]).
  • Spread misinformation about a 'cloud issue' and data breach affecting Linksys, which is not supported by any KB or public notice ([23:00]).
  • Failed to create or reference a HappyFox case number despite handling a technical support ticket ([entire call]).
  • Gave contradictory instructions: first said skip email, then later implied logs and login are necessary without explaining the conflict.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at the end: 'my TV works now, so all good' and 'everything's working' — issue resolved with internet connectivity restored.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent initiated a factory reset and guided app-based setup, but skipped foundational diagnostics like checking WAN connection status, cable integrity, or direct modem test — relied on app reconfiguration as a workaround rather than root cause analysis.
R3 Met Correct resolution path conf 95%
Agent acknowledged device was out-of-warranty but proceeded with full troubleshooting and setup support, aligning with best-effort OOW standard instead of dismissing the case.
Technical Accuracy
T1 Not Met Technically accurate info conf 85%
No logical diagnostic sequence: skipped basic checks (e.g., WAN port, modem link), failed to identify if issue was configuration or connectivity, and jumped straight to reset and app re-setup without isolating the source.
T2 Not Met Appropriate tools / resources used conf 90%
Did not use any diagnostic tools — no access to router web interface (192.168.1.1), no review of WAN status, no LED interpretation per KB, and no use of local browser despite customer having connectivity; relied solely on flawed app instructions.
T3 Not Met No misinformation conf 95%
Agent instructed 'press and release five times' for pairing — this 5-press method is invalid for MR8300 (Intelligent Mesh); only valid for Cognitive Mesh (e.g., MX6200, MBE7000). Also incorrectly described magenta/red light as normal — MR8300 solid red indicates failure, not setup mode.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but exhibited long unexplained silences, abrupt transitions (e.g., suddenly asking for default SSID), and lost focus during app troubleshooting, indicating weak call control.
C2 Partially Met Confirmed understanding conf 75%
Used simple terms but gave technically incorrect instructions and failed to confirm understanding when customer expressed confusion (e.g., stuck on privacy pledge); did not adapt when app failed repeatedly.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and stayed through multiple app reinstallation cycles until resolution was confirmed.
O2 Partially Met Proactive follow-through conf 80%
Provided step-by-step actions but no clear timeline for processes like reboot or setup; no proactive follow-up commitment, though resolution was achieved during the call.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed appreciation and patience overall, but made dismissive comments ('you're making our life difficult') and rushed through critical steps without acknowledging customer effort.
X2 Not Met Tone & rapport conf 85%
Customer showed frustration (reinstalling app, stuck screens), but agent continued with scripted responses without adjusting pace or offering alternative paths (e.g., web interface).
X3 Not Met Overall experience conf 90%
Customer had to uninstall/reinstall app, re-enter Wi-Fi details multiple times, and navigate a broken setup flow — avoidable steps that could have been bypassed using local web interface.
Call Transcript47 turns · 51 lines
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. [silence] Please have your serial number ready and stay on the line for assistance. While waiting, [silence] you may also visit support.Linksys.com [silence] for more information about your product. [silence] to support.py linksys.com.
00:00
Speaker 1
uh this is Alan small hmm pardon your name's mixmix at gmail.com another energy calm uh sorry uh Fanon 34 at hotmail.com um I have a a Linksys router and um it's not connecting to my
09:00
Speaker 2
Thank you for calling Nimitz. My name is Nathan I'm you know who I am. I'm speaking Allen small. Is this your first time calling us Allen? Is this your first time calling us? Uh-huh. Let me create a Ticket for you. I will need your email address. Uh-huh. Now tell me what is about?
09:00
Speaker 1
Yeah, to... um, to my modem. It's from Spectrum. My Spectrum, my modem is Spectrum. My internet service is Spectrum. And I've been on the phone with Spectrum and we've done everything possible through them. Their modem is working fine. So the, um... the router is just not connecting to the, um, modem. The, uh, serial number is... 29V-11M-28A-01979. And the model number is MR8300L.
10:00
Speaker 2
All right. Tell me the model and the serial number. [silence]
10:00
Speaker 1
the model number it's uh... of the uh... model number the last how many pardon uh... it's uh... the model number the last how many 00 V 1.1 pardon uh... it is solid red right now 30 seconds All right. Hold on a second.
11:00
Speaker 2
[silence] Give me the last five digits again. [silence] Yes. [silence] Five digits. [silence] starts from zero. [silence] All right, thanks. [silence] Now what is the color of the light on the top of the router? [silence] What is the color of the light on top of the router? [silence] Can you press the reset button and hold it for 30 seconds? [silence] Yes, please.
11:00
Speaker 1
Okay. All right. 30 seconds is over. Done. It is flashing blue. Uh-huh.
12:00
Speaker 2
Tell me the color of the light. [ silence ] Blue. Okay. That's good. Now, Alan, just to set the expectation, your router is already out-of-warranty. Now, I can help you with a phone support, I can set you up with this one. That's for free, but if this is a hardware issue, I can
12:00
Speaker 1
Okay. So you can just give me some basic troubleshooting and if that doesn't work, I'll probably need to buy a new router. Okay. Okay, great. Still still flashing blue. Still blinking blue.
13:00
Speaker 2
don't replace it. I hope it's okay. phone support, again, check. now advanced, not just basic, I can set you advantage. I can make sure that you are working. Okay, as long as it is not hardware, I will help you. Okay, now tell me. What is the color now? pink. wait until it becomes solid pink or magenta and tell me what the color is. still blinking. Mm-hmm. at the back of the modem, make sure that it is connected the cable is connected to the internet port. [silence]
13:00
Speaker 1
it is I actually put in a I replaced it and put in a new one when I was talking to spectrum they recommended that and I had another one a brand new one so this is a brand new internet cable and now it's now it's read red solid red uh um yeah it's magenta red five times okay two three four five all right
14:00
Speaker 2
knew that find. yeah, okay, good. uhmm. beautiful. Is it light red or dark red? uhh. magenta type red, right? Alright. Can you press and release the reset button? Do not hold. Press and release one press per second and do it five times. Got it? Press and release one press per second five times.
14:00
Speaker 1
It is... solid red... magenta... it's... it's flashing a lighter... it's blinking a lighter color. Oh yeah, I haven't seen this one yet. What are you looking for? the name? the name? net... let's see... I have a set up Wi-Fi, name, a password, and a recovery key... The password...
15:00
Speaker 2
Mhm, Okay, It blinks. yeah. white. good. It will take around 3 to 6 minutes. Let's just wait. Hello. Turn it upside down. Tell me what is the default network name? This error cannot be found. silence Underneath the router, there is a default network name or Wi-Fi name. Start with النمو setup. Yeah, network name. Something like mathematician setup Welcome. computer Go ahead. Yeah, that one. Setup Wi-Fi. No, no, setup Wi-Fi name. [silence]
15:00
Speaker 1
The name. Okay, you need that. Okay, it is. Down slash, I guess that's, what do you call that, the slash at the bottom? Underscore, sorry. Underscore, capital L, I, N, K, E, Y, S, capital S, E, T, U, P, 0, 8, 0.
16:00
Speaker 2
mhm yes. 080, all right. And then there is a password. I need you to remember the password. We will use that later. Can you connect your phone to this link that says 080? It will ask for a password. [silence]
16:00
Speaker 1
The light is solid blue, if that means anything right now. Okay, I need to go to I'm on my phone. Now, where do I go? Where am I going on my phone? I'm in settings. Connections. Okay. Wi-Fi.
17:00
Speaker 2
on your phone, connect the phone to linkage [silence] setup 080. [silence] go to the settings on your phone, click for Wi-Fi and check if you can see linkage [silence] setup 080. [silence] yes, it is already online. [silence] settings. [silence] go to wireless or Wi-Fi. [silence] can you see linkage [silence] setup 080, connect to that one.
17:00
Speaker 1
Okay, I'm connected to it, to the on the Wi-Fi.
18:00
Speaker 2
All right. All right. Can you check if you have internet? You have, right? No. No, not yet, not yet, not yet, not yet. You are... The old one. My name is not yet enabled. The working isescence setup 080. The objective is we need to rename, the objective is to rename the sinsesetup 080 to your old WiFi name. Okay. That's our objective now. All right. Now, uh, you did download the Lensus app, right? Can you download that one? Please download the Lensus app.
18:00
Speaker 1
I need to do that now. Okay, hold on. Yep. Actually, I did have it all ready, it's just updating now. [silence] We'll talk to you later. Bye-Bye. Okay. Okay, I'm going through the steps says connect your router to your modem or source of Internet. and it says it's connected. Okay, now it's name your Wi-Fi. [silence]
19:00
Speaker 2
done already we actually done most of it all we need to do is just change the Wi-Fi and the router. go ahead you can use your old Wi-Fi name end password for this son
20:00
Speaker 1
Okay. I've got the Wi-Fi name and password put in. Now it's saying set up email. Do I need to do that?
21:00
Speaker 2
no, no skip for now. do not use that one. it will give you more troubles. [silence] we're still working on that one. that's a cloud issue. [silence] we try to disconnect that one because we hear other companies are having trouble with a cloud [silence] [silence] privacy, some data stolen. so we are going away from that one.
23:00
Speaker 1
Yeah, it's not letting me have to continue. Can it's asking me to send logs. Do I need to share logs? yep. Yep. And then it says set up email. You said don't do that. And it's nowhere to skip. It's not letting me. Skip it, it won't let me scroll up or down. No.
24:00
Speaker 2
Tell me what you're seeing.
24:00
Speaker 1
It's stuck on that privacy pledge again. It's not letting me go. [silence]
25:00
Speaker 2
How's it going?
25:00
Speaker 1
hold on a second. all right, it's un-installing. un-installed, okay, let me go back and it's installing.
26:00
Speaker 2
Close the app, uninstall it or delete, and then download the latest version.
26:00
Speaker 1
okay, now, back to name your Wi-Fi, let me write that all in there again. All right, now it's asking for login information. I don't think I've ever created an account. I need to create an account then right or I can skip for now it says. How about that? All right, create your router password. So I can name it anything? Yeah, I've got the rules right here.
27:00
Speaker 2
[silence] There. It's getting out. Now, that's what I asked. It does not show up. And the previous version. Okay. All right, this one. You need to remember this one. I cannot figure out this. This is your access to the administrator. This is not your Wi-Fi. This is the one that you manage your router. Only you should know this one. and create. Yeah. Oh no. There is a rule for that one. One uppercase. One lower. Uh one number. One special character and that's it.
28:00
Speaker 1
These 10 characters upper and lower case, one number, one special character. Okay. Yeah, they do. Really? Hmm...
29:00
Speaker 2
You're making our life difficult, I know. You actually just removed the issue on the warranty. If you called last Friday, we will not support you. We asked you to pay just Monday. Our CEO just said all regardless of warranty, support us. Not hard to use. OK, you're lucky. Call one Monday. And then moving forward regardless of whether it's an old one or a new one. We'll support you without any payment. But you have to know that this payment part is not going to be extended again, OK? [silence]
29:00
Speaker 1
All right, I got my row to pass word. Configuring your Wi-Fi, it says.
30:00
Speaker 2
Is this new device support will be provided? Mmhmm. Go ahead. Next. You will be kicked out because you were logged into Linksys Setup 192.168.1.1, you need to reconnect to the new Wi-Fi.
30:00
Speaker 1
it's saying look yes yes now it's saying looking for your child's nodes okay it's it's searching right now it said this could take up to a minute so okay your network/router
31:00
Speaker 2
Successful. Alan, you there? Okay. Sorry. Go ahead. That's okay. You can ignore that one. Allow that. It will try to ask for a child. It will give you a false positive. It says unable to find a child known that's okay. You can ignore and connect next.
31:00
Speaker 1
Next click on next, help us help you automatically send error reports, all right. Spectrum is ready. Connect your devices to your new Wi-Fi. Go to dashboard. Okay, dashboard. Spectrum is online. Internet check. And then it's got the number of. it's got the number of devices. 15.
32:00
Speaker 2
Next. Next. Yes, please. Okay. Yes, and then select Go to dashboard. Go ahead. Next. Dashboard. How's it? You see devices and nodes, right? One node and multiple devices. Yes. Devices. Node. Yes. [ silence ]
32:00
Speaker 1
So, I'm all set? All good, huh? So, I don't need to do anything else? Okay, let me-- let me-- let me check the TV. Let me see if it comes on.
33:00
Speaker 2
ah so all devices automatically reconnect yay congratulations alan you did it yes you're good you asked your wife you to check the internet and i can let you go nothing uh can you check with your wife if she has internet just to make sure actually she has just to confirm yeah yeah i will wait for you [silence]
33:00
Speaker 1
I told you yeah you should be able to connect right now all right all right so it's on the spectrum TV testing it thank you [silence] So that password that I put in to the um app, is that my new Wi-Fi password? Okay. Uh, get there. Go to Wi-Fi settings, you said? Oh yeah, it's the same password as before. Okay, cool.
34:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] okay, go to the app [silence] go to that, go to the upper left hand side of the app there is a three line bar icon, click that one and click the wifi settings icon. Click verify this. This status asterisk, click this. one it will show you the password. All right.
35:00
Speaker 1
Awesome, yeah, and my TV works now, so all good. Everything's working. Yay, indeed. All right. Okay, awesome. Hey, thanks, you've been a great help, I appreciate it. No worries. No worries. I appreciate it. You too. Bye.
36:00
Speaker 2
Okay, could confirm? Go ahead. YAY! Okay. Yes, anytime Oliver. Uh, no worries about the warranty, you can call us. We will help you. Alright! Thanks. And thanks for calling, my name is Nathan. Apologies for the short. Uh, as if I'm eating. I hope you forgive. Good night. And have a nice day. Good night then, bye-bye.
36:00