V2 Rubric Detail — cf2288cc-68d0-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-15 15:42
Duration
5m 44s
Contact
Dick Clawson
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133418
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection_MR8300

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication5.00/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall57.0% (+23.0)

V2 Grader Summary

The agent correctly identified the flashing red LED and offered a technically valid factory reset, but failed to perform basic WAN diagnostics or reduce customer effort through step-by-step troubleshooting. Warranty status was handled appropriately, but empathy and communication refinement were lacking. The issue remained unresolved, and no confirmation of success was obtained.

V1 Case Analysis

MR8300 flashing red LED after vacation. Agent misidentified model as MRA 300, skipped WAN troubleshooting, provided incorrect 20-second reset procedure, and declared unit out of warranty without verification. Customer declined paid support and was directed to purchase new router. Issue unresolved.

Troubleshooting Steps
  • Advised a 20-second factory reset of the MR8300 (incorrect duration per KB)
  • Offered paid support ($15) without confirming warranty status or eligibility
  • Suggested alternative router models (MR7350, MX5500) as replacements
Key Observations
  • Agent misidentified the model as "MRA 300" instead of MR8300, a critical error for accurate support.
  • Skipped essential WAN troubleshooting steps (modem power-cycle, WAN cable check, WAN port LED verification) as required by KB documentation.
  • Provided unverified out-of-warranty status and introduced paid-support without confirming eligibility.
  • Recommended incorrect 20-second factory reset procedure (KB specifies 10 seconds for MR8300).
  • Incorrectly claimed VLP01 nodes are obsolete and no longer supported, contradicting KB documentation.
  • Failed to verify customer access to router credentials or web interface before suggesting a factory reset.
Positive Highlights
  • Maintained a polite and professional tone throughout the call
  • Clearly communicated the $15 paid-support fee and obtained customer consent before proceeding
  • Suggested technically compatible replacement models (MR7350, MX5500) for potential upgrade
Agent Errors / Gaps
  • Incorrect model identification (MRA 300)
  • Skipped essential WAN troubleshooting steps per KB guidance
  • Provided unverified warranty status and introduced paid-support without confirmation
  • Recommended incorrect factory reset duration (20 seconds vs KB-specified 10 seconds)
  • Made unsupported claim that VLP01 nodes are obsolete
  • Failed to verify customer access to router credentials before suggesting reset

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested a factory reset but the customer never performed it and the call ended without confirmation of resolution or any follow-up path.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped essential WAN troubleshooting: did not verify cable connection, power-cycle modem, or check WAN port LED — jumping straight to factory reset without isolating the source.
R3 Partially Met Correct resolution path conf 94%
Agent correctly identified OOW status and offered a factory reset, but failed to provide best-effort troubleshooting steps (e.g., modem restart, cable check) before suggesting reset or hardware replacement.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent correctly interpreted flashing red LED as no internet, but did not ask diagnostic questions about modem status, cable integrity, or WAN port light — missing root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
The scenario required basic diagnostic steps (e.g., checking WAN port LED, power-cycling modem) — tools the agent skipped despite their necessity for isolating ISP vs. router issue.
T3 Met No misinformation conf 98%
All technical statements (flashing red = no internet, 20-second reset, OOW status) are factually correct per KB documentation.
Communication
C1 Met Clear & professional language conf 95%
Agent introduced themselves, set expectations about warranty and cost, and maintained control by guiding toward a next step.
C2 Met Confirmed understanding conf 93%
Used clear, accessible language; confirmed model and symptom; avoided unnecessary jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on the call, did not transfer, and took responsibility for guiding the customer through options.
O2 Partially Met Proactive follow-through conf 89%
Agent mentioned a $15 cost for further help but did not clarify if that applied to phone support or remote session; timeline and ownership for next steps were vague.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
No escalation needed — issue was within L1 scope and agent provided a valid resolution path (factory reset).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent was polite but did not acknowledge customer frustration after vacation or repeated failed attempts; missed empathy opportunity.
X2 Partially Met Tone & rapport conf 89%
Maintained professional tone but did not adapt to customer’s emotional state or confirm understanding after key instructions.
X3 Partially Met Overall experience conf 90%
Avoided unnecessary holds, but could have reduced effort by first guiding through simpler fixes (e.g., cable check) before factory reset.
Call Transcript12 turns · 12 lines
Speaker 1
Hello, this is Dick. I have a Linksys router and we went on vacation and came back and I had just had a solid light and making no connection. It is
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 you with performance and hardware issues. Register your product by visiting register.linksys.com. For assistance, please press 1 now. For out of warranty product, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, a paid support option may be available depending on the issue. Hi, thank you for calling Linksys, my name is Venn and I'll help you today.
00:00
Speaker 1
yes the m 8 3 0 0 uh I now have a red flashing light it's connected to Star-link but uh nothing's happening. yes. yes. so how I like that stuff yes. well, I have internet through Star-link. I can I have another router I plugged in there and checked made sure I have the internet service. okay, hold on a second. so middle number is 2 9 V as in victor one C one zero. I mean C as in Charlie six one nine zero.
01:00
Speaker 2
the light is currently flashing red is that correct and to clarify have you already contacted Starlink as well alright What's the serial number of your Linksys router? [silence]
01:00
Speaker 1
3025. Yeah. Yeah. Yeah. I tried hitting the reset button. Turning it off. I left it unplugged for overnight. And put it back on. And then when I plugged it back in, it was a blue light. I plugged it in last night. And left it on all night. Now I have a red flashing light. But before it was like a light gray. Solid blue or anything.
02:00
Speaker 2
Once again, it's two nine V like Victor, one zero C like Charlie, six one nine zero three zero twenty five. Is that correct? And you mentioned the model was an MRA 300. All right. Have you done any kind of troubleshooting so far? [silence] Are you [silence] menstruating? Uh huh. Uh huh. [silence] I see. All right, once again, I'm speaking with
02:00
Speaker 1
Yes, hold reset, btn. Right.
03:00
Speaker 2
Dick Lawson. Thank you so much. All right. And thank you so much for clarifying on what you have done so far as well. So, in terms of the current light that the Linksys router is showing you, a flashing red light indicates that it's not detecting any internet coming from the Starlink modem. As you mentioned, you can connect to the Starlink Wi-Fi, but other than that, the Linksys is still not working. So, ultimately, you might need to consider doing a complete factory reset by hitting the reset button of the Linksys router for 20 seconds and set it back up from scratch, treating it like it's your first time having the router. However, yes. However, before further troubleshooting, I do have to set your expectations that your current MR8300 is unfortunately no longer in warranty. It's no longer eligible for free troubleshooting.
03:00
Speaker 1
Okay. Okay, maybe you can answer a question for me. Is there another router I can buy if I need to that will go along with my nodes that I have? Okay. Cause the, but I have the D-lock system and I need something to be compatible with.
04:00
Speaker 2
on our end. But, needless to say, all troubleshooting steps specifically on how to set it back up or how to make it back work again, all troubleshooting is completely free and available either on YouTube if you need a video guide for it, or through our support site, which is support.linksys.com. However, for further troubleshooting for an out of warranty product, it entails a $15 cost if you do still wish to proceed. Yes, if you're still looking for a similar model, you can start looking into the MR7350, or you can also consider getting the MX5500. [silence]
04:00
Speaker 1
With those, the V out. Right. So what you're talking about, I just need to take and get better equipment. Okay. All right, well, I might do that. All right, thank you very much for your help. You too, bye. What they say?
05:00
Speaker 2
Yes, both models that I have just recommended are compatible for the VLP zero ones. However, for the VLP zero ones that you have, they are already considered as obsolete and no longer being supported. Yes, you can consider upgrading the new uh, to the newer models. All right, thank you so much for calling Linksys. Take care and have a great day as well. Bye bye for now.
05:00