V2 Rubric Detail — e3d4a60e-7656-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 20:44
Duration
10m 7s
Contact
Laurie Trude
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135705
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall18.6% (-43.4)

V2 Grader Summary

The agent failed to perform any troubleshooting or best-effort support for an out-of-warranty MR8300 experiencing a solid red LED. By citing warranty status as a barrier to assistance and offering only self-service or paid options, the agent violated the OOW best-effort standard and failed to utilize basic diagnostic tools like power cycling or local UI access. No meaningful progress was made toward resolution, and the customer was left with increased effort and no clear path forward.

V1 Case Analysis

Customer reports MR8300 solid red LED after new Spectrum modem; no internet. Device is out of warranty. Agent advised factory reset and re-configuration via support.linksys.com, offered paid support, but no troubleshooting was performed.

Troubleshooting Steps
  • Collected model and serial number
  • Checked warranty status (out of warranty)
  • Suggested factory reset and re-configuration
  • Provided link to support website and offered paid support
Key Observations
  • Agent did not confirm the customer's ability to access the router UI or know the admin password before recommending a factory reset.
  • No step-by-step guidance was provided for the factory reset procedure or re-configuration.
  • Customer expressed confusion about accessing the website on their iPad, but agent did not offer alternative access methods beyond suggesting phone data.
  • Agent did not verify whether the solid red LED persisted after reset or whether internet was restored.
  • Paid support was introduced early without first offering basic troubleshooting steps that could have been provided regardless of warranty status.
Positive Highlights
  • Accurately identified the device model (MR8300) from the serial number [03:00].
  • Correctly determined warranty status as out of warranty [05:00–06:00].
  • Provided the correct support URL (support.linksys.com) and offered to email instructions [06:00–08:00].
  • Accurately explained that reconnecting the old modem would not restore service due to Spectrum's system update [09:00].
Agent Errors / Gaps
  • Did not ask for or confirm admin/router password or ability to access the router UI before recommending a reset [04:00–05:00].
  • Did not walk the customer through the factory-reset procedure or confirm the result [06:00].
  • Failed to acknowledge customer's concern about iPad access to support website [08:00].
  • Introduced paid support option prematurely without first offering actionable self-help steps [06:00].
  • Minimal empathy and poor call control; relied heavily on script with little active listening [00:00–01:00, 09:00–10:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or perform any troubleshooting; only directed customer to self-service or paid support without executing a resolution path.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted — no power cycle, cable check, or verification of WAN/LED status before citing warranty status.
R3 Not Met Correct resolution path conf 96%
Agent cited out-of-warranty status as a reason to avoid troubleshooting, violating the OOW best-effort standard; no attempt was made to guide through factory reset or reconfiguration despite it being a standard fix.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. While the symptom (solid red light) was identified, no diagnostic questions were asked regarding the physical connection or power state, and no root cause was determined beyond a generic statement about modem changes.
T2 Not Met Appropriate tools / resources used conf 94%
Agent failed to use or suggest essential tools for a 'solid red light' scenario. Per universal_firmware_update.md and universal_escalation_guide.md, a reboot/power cycle and local web interface access (http://192.168.1.1) are primary diagnostic steps that were entirely skipped.
T3 Partially Met No misinformation conf 92%
The agent's claim that a factory reset and reconfiguration are needed after a modem change is technically sound for most home networks, and the URL support.linksys.com is correct. However, the agent failed to provide the actual technical steps to perform the reset or the specific local URL for the MR8300 (http://192.168.1.1 or http://myrouter.local), leaving the guidance incomplete.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves and collected information but did not set expectations, manage transitions, or guide the interaction beyond data collection.
C2 Met Confirmed understanding conf 93%
Used simple language, avoided jargon, and confirmed understanding during serial number entry; adapted to customer’s pace.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent created a record but immediately deferred to self-service and paid support without attempting to own or resolve the case, transferring responsibility to the customer.
O2 Not Met Proactive follow-through conf 94%
No clear next steps with ownership or timeline — only vague suggestions to visit a website or consider paid service, with no follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 91%
Agent failed to escalate despite a warranted scenario: OOW device with a clear hardware-related symptom (solid red LED) and customer unable to access self-service; should have escalated to L2 for guidance or exception.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was executed, but a warranted escalation was missed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite but did not acknowledge customer frustration about internet loss or the complexity of the situation; minimal empathy shown.
X2 Partially Met Tone & rapport conf 88%
Maintained a consistent tone but did not adjust to customer’s confusion about iPad access or website usability; missed opportunities to simplify.
X3 Not Met Overall experience conf 96%
Customer had to repeatedly provide information and was ultimately sent to external resources without agent-side actions, increasing effort unnecessarily.
Call Transcript18 turns · 20 lines
Speaker 1
Can you see if you can get the, yeah, see we're having problems with our router and we were given this 800 number. Would you be able to test it?
00:00
Speaker 2
Welcome to Lynxsys 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.lynxis.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Lynxsys. This is Epi. How can I help you? [silence] Alright sir, um, ma'am, can I?
00:00
Speaker 1
Well, there's a reference code of TCP-1138, but that's through spectrum. Does that have anything to do with this unit? Okay. Where would they be? I'm looking at it now. Uh-oh. Okay. Um, let's see. You need the serial number? Okay, I'm getting
01:00
Speaker 2
I have the model number and the serial number of your Linksys device, just try to look underneath it. Oh, uh, we don't have any access to that, ma'am. Um, we need to have spectrum is different, uh, is a different company. So uh, we need to get the model number and serial number of the device. It's underneath it. Yeah, it's underneath the router itself. Yes. And the model number.
01:00
Speaker 1
was it, is it Linskey's Setup F dash 56? good. I have WPS. No, no, I don't on the bottom. Oh, well, I do see serial number. Is that what you want? But I don't have 2 9 V as in Victor 1 1 M as in Mary 2 A A A 1 6 1 1 7.
02:00
Speaker 2
uh, no ma'am. it should say S slash N. S slash N. um, do you see S slash N, short for serial number? um, yes ma'am. can I have it please? [silence]
02:00
Speaker 1
Yes.
03:00
Speaker 2
okay, that is again two, nine, V for Victor, one, one M like Mary, two, A for Apple, A for Apple. And then 1, 6, 1, 1, 7. Okay, let me just check that. All right, so you have an M. R. 8300. So right now, ma'am, you're unable to go online using the router? Is that correct? So all of your devices can't go online. All right. Then let me just create a record. Can I have your name? Lori, that's uh L-O-R-E-E. Okay.
03:00
Speaker 1
And what happened? True, t-r-u-d-e. Well, we just got a new modem from spectrum because we were having problems and then when we hooked the new one up, there's a red light on the router that keeps solid. Shouldn't it be blue? How do I change it?
04:00
Speaker 2
and your last name, ma'am. [silence] Okay. Yes, what happened? Oh, okay. Yes, since you've changed your modem, ma'am, you need to reconfigure the router, ma'am, cuz it was still um it was still like um registering. I mean, if the the old modem was registered to that to that router, to the Linksys router. So well, we need to reset your device to factory default and reconfigure it. Okay? So, Ms. Lorry, um yeah, let me just create a record first. Uh, can I have your email? Sorry.
04:00
Speaker 1
I think it's [breaths] four years. It's three or four years. I don't right now. They're all out. My iPad is down. Yeah.
05:00
Speaker 2
Okay, W. L. Trude at Hotmail.com. And how long have you been using this device, ma'am? Four years. Mm, mm. All right. All right. Okay. So do you have any computer available? Okay, but you have an iPad. Okay. All right. Ma'am, upon checking here in our system on our record, your device, the MR8300, shows out of warranty. Okay. And it only means that it's not covered for free technical support. However, Miss Lori, we can give you two options for this. It's either you go for our website. This is for free. All right? That would be support that linksys.com. You will find the articles on how to reconfigure this linksys device. You can also take advantage of our AI tool at the bottom right. So that's the first option. Our second option is the paid K my service, which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one time payment of $[REDACTED_PAYMENT_DIGITS] lasting for an hour of troubleshooting. And this service, by the way, is non-refundable, you know? So if ever your device is deemed to be defective, we cannot uh process a replacement. Since again, this is uh out of warranty and we cannot...
05:00
Speaker 1
If I hook my old ones up, [silence] uh, [silence] in what way would the website be? [silence] Yeah.
07:00
Speaker 2
It'll process a refund. So you may try our website first. That would be support Dot Linksys, support Dot Linksys.com. So that is again, support. Dot linksys.com. Linksys lin LINKSYS.com. By the way, your internet provider is Spectrum, right? Okay. So if you want also. Miss Lori, I can send you an email. Okay. you would be able to see there the instructional videos step by step
07:00
Speaker 1
there a charge for that? But I can't, I can't get it on my iPad. That won't come up either. Okay. Okay. Well, do you think if I hooked up our old modem again that it would go back to working?
08:00
Speaker 2
videos and how to re-configure and how to set up this router. No, it's for free. Well, if your iPad is not working, you can use your phone. If you have data on your phone, yes, you may use that temporarily for the meantime. So you can check our website. Okay, so I just sent you the email, Miss Lori, so you may check that one. Okay, and you may also try to, yeah, you may also try our website, support site, which is support.linksys.com.
08:00
Speaker 1
That would be configured with the old modem, per Spectrim. So I wouldn't be. so my wife. Oh god. Even if we put the old one hook the old one back up. Well. All right, I'll see what I can do. All right.
09:00
Speaker 2
um, I think uh since you've already changed your modem, ma'am, Spectrum uh already changed their system, so you're getting the connection from, I mean, to your to your new modem. So, if you reconnect your old modem, you won't be able to get online with it from Spectrum because you already have a new system. You can check again with Spectrum, but I doubt um because they've already changed your your system. So, the one which is being recognized by their system is your new modem, not the the old one. Okay. All right, Ms. Lori. So thank you again for your time, ma'am. This is From Link Sys. Thank you for calling. Have a great night. Take care. Bye bye.
09:00