V2 Rubric Detail — e80fc4a2-6354-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 16:12
Duration
15m 39s
Contact
Carole
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00132614
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Laptop Can't Connect_MR7350

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall35.2% (-8.8)

V2 Grader Summary

The agent made limited progress by confirming the router’s LED status and explaining warranty terms, but failed to conduct meaningful troubleshooting or provide a path to resolution. Best-effort support was withheld due to OOW status, and no tools were used to diagnose the issue. The interaction ended with the customer still without Wi-Fi and unclear on next steps, resulting in an unresolved outcome.

V1 Case Analysis

Customer (Carol) reported no Wi-Fi on MR7350 with solid blue LED. Agent advised Ethernet test (customer lacked cable), declared out-of-warranty status (expired May 2025), and offered paid support. No Wi-Fi troubleshooting performed; call ended without resolution.

Troubleshooting Steps
  • Confirmed MR7350 model number and LED status (solid blue)
  • Advised Ethernet test to laptop (not performed due to lack of cable)
  • Warranty lookup (serial provided post-lookup)
  • Offered paid support option
Key Observations
  • Agent correctly interpreted solid blue LED on MR7350 as indicating Wi-Fi is active (KB-aligned).
  • No basic Wi-Fi troubleshooting performed (reboot, admin page access, WAN status check, SSID visibility).
  • Warranty lookup initiated without first collecting serial number (protocol miss).
  • No self-help path offered after paid support declined (e.g., KB article, email steps, chatbot).
  • Customer expressed need for clear guidance but received only vague next steps.
Positive Highlights
  • Correctly identified and confirmed product model (MR7350).
  • Accurately interpreted solid blue LED on MR7350 as indicating normal operation (KB-aligned).
  • Advised Ethernet test as a valid method to isolate connectivity issues (KB-aligned).
Agent Errors / Gaps
  • Failed to collect serial number before initiating warranty lookup (protocol violation).
  • Did not perform standard Wi-Fi troubleshooting steps (reboot, admin access, WAN check) despite customer being capable of following instructions.
  • Prematurely escalated to paid support without exhausting free, safe triage steps appropriate for out-of-warranty devices.
  • Did not offer any self-help resources (KB article, email, chatbot) after customer declined paid support.
  • Miscommunicated next steps: implied customer must either get a cable or call back without clarifying what to do if test fails.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No resolution achieved; customer ended call without restored Wi-Fi or actionable solution beyond obtaining a cable.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked about connection type and checked LED status (solid blue), which are relevant initial steps, but did not proceed with reboot, placement, or admin interface checks.
R3 Not Met Correct resolution path conf 96%
Agent stopped troubleshooting upon discovering OOW status and offered paid support instead of best-effort steps like reboot, firmware check, or factory reset, violating OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (no Wi-Fi) and asked if device was wired or wireless, and checked LED — basic but incomplete diagnostic path.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools such as local router login (http://192.168.1.1), speed test, or remote diagnostics, despite being appropriate for confirming router functionality.
T3 Met No misinformation conf 98%
All technical statements were accurate: solid blue LED indicates Wi-Fi should be working, need for Ethernet cable to test, and correct warranty expiration date.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent responded to questions and maintained basic control, but had unexplained silences and failed to set expectations or guide toward resolution.
C2 Met Confirmed understanding conf 94%
Agent used plain language, avoided jargon, and repeated instructions clearly, adapting to customer’s self-reported low technical ability.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent deferred to customer to obtain cable and contact Charter, did not take ownership of diagnosing the Wi-Fi issue despite it being within scope.
O2 Not Met Proactive follow-through conf 95%
No clear next steps provided; customer left unsure whether to wait for Linksys follow-up or act independently.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted at this stage — issue was still in early diagnosis.
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 92%
Agent was polite but did not acknowledge customer’s frustration, repeated effort with ISP, or emotional stress; minimal empathy shown.
X2 Partially Met Tone & rapport conf 90%
Agent matched customer’s pace somewhat but used a neutral, transactional tone without adjusting to convey reassurance or build rapport.
X3 Not Met Overall experience conf 95%
Customer was required to source own Ethernet cable and perform all actions; no effort to reduce burden or offer alternative diagnostic paths.
Call Transcript21 turns · 21 lines
Speaker 2
welcome to Linksys support. To ensure quality 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 guestamin.
00:00
Speaker 1
My name is Carol. What did you say your name was sir? It's There. Okay. My name is Carol and I am having problems with my computer. So, I called yesterday our service company which is charter and they went through everything and they tell me I have no Wi-Fi service. And why is that then? I don't know. This is the thing. Not yesterday. Let's see, yesterday was Sunday. Saturday evening, I was on the computer and all of a sudden I was in Facebook and all of a sudden my computer went completely dead.
06:00
Speaker 2
hi thank you for calling Linksys my name is Van. How may I help you today? It's Van. any kind of internet outage from Charter as well
06:00
Speaker 1
There was absolutely nothing there, so I thought, 'Well, it's time to go to bed anyhow. I'll just leave it.' So then, yesterday morning, I tried it. Nope, nothing, completely dead. So, when we got home last night, I called Charter, and that gal helped me. We were on the phone for a long time, and she said that, uh, she had me do this and that, and she said I have no Wi-Fi service. And she said I should call and ask why, if you could help me with that. Wi-Fi. Ooh, I don't know how to- I don't know how to do that, ma'am.
07:00
Speaker 2
since this is computer, have you is it wired directly to your router or is it working on Wi-Fi? I see. To test if there's an internet coming from charter, if it is possible, try wiring your computer, directly, to the charters box, their internet box.
07:00
Speaker 1
My, my laptop, it's a laptop and so I, you know, it's wireless. And I don't know how I'm pretty stupid when it comes to any of this stuff. So you'll have to be pretty, pretty clear for me to know how to do something. So, it's a laptop, in fact, I'm in the den with it, not in the porch with it now. Ordinarily, I'm in the den, but right now, because there's a modem and a router are here in the porch, I'm out here in the porch. Uh-huh. Uh-huh. Okay. Okay. So, my router, just a second. I that I do have available. [silence]
08:00
Speaker 2
Mhm. Mhm. Mhm. All right. [silence]
08:00
Speaker 1
For you. Just give me one second. I get it here. The model number is, let me look here. Then. Model number. Model. Number. Button. here. model. number. MR 7350. I. too. It is 33c10m2a is an Apple, D is a dog. Zero five eight zero three. Yes, that's right.
09:00
Speaker 2
All right. and do you have the serial number for that weekend
09:00
Speaker 1
[i don't know how to write this. okay so er] which light did you want, Sir? [silence] blue. [silence] uh oh. there goes the police. sorry about that. [no words spoken]
10:00
Speaker 2
On your MR7350 what is the light right now is it flashing red solid red or solid purple the light on the router solid blue all right so in this case you will need to at least consider wiring the laptop if it is possible with an ethernet cable you can write it down if you need to so that you can at least try this as well you need to wire your laptop with an ethernet cable directly to the linx router or the charter modem their internet box that way
10:00
Speaker 1
and with, okay. and how do I do that then, you can't. I think it does but I don't have a cable.
11:00
Speaker 2
I can prove if there's no Wi-Fi connection or no internet connection at all because on our router, a solid blue light on the router means Wi-Fi should be working as is. But if it's not giving you Wi-Fi, you might need to consider wiring it instead to make sure. Double check if your laptop has an available ethernet port. So you need an ethernet cable. That's the first thing you need. And then the next thing is, does your laptop have an ethernet port? Alright. So you need at least a cable first. Connect it to the laptop and you can connect your laptop to the router or to the Charter modem. That's the thing that you need to confirm first.
11:00
Speaker 1
But where do I get a cable from? I have to have that, right? And then, I do not, but I do have a port for the internet for the cable. So right now I can't go any farther, correct? shoot. So is there anything I could do by calling Charter?
12:00
Speaker 2
to know if there's inter networking? Yes. You can either buy it from stores, or if you have like a spare that's available, you can try that one as well. All right. That is correct. For Charter, since they have tried to confirm it with you and tried to push it to where it's a router issue, the best way that they can assist you is to have somebody on their end to go to your place and have the box checked.
12:00
Speaker 1
Okay, I think, uh, I'm going to have to have somebody help me because I don't have a cable. Okay. Okay. Then I think we'll have to quit there until I can get a cable or one of the kids to help me, I guess. [silence] And how can I check that? Are you going to do that now for me or does that require another call? Oh, thank you.
13:00
Speaker 2
All right. No worries. There. If you do need some kind of double-checking. You can either call us back as well. We still need to double-check your unit to see if it's in warranty or no longer in warranty, depending on the status. Uh, we will be checking it on our end. I'm checking it right now. It's based on the serial number that you have.
13:00
Speaker 1
[silence]
14:00
Speaker 2
All right, Ms. Carol, thank you so much for patiently waiting. So upon double-checking with the serial number, I do have to inform you, the router is unfortunately no longer in warranty. The warranty status of the device had expired around May 9th of 2025. Since it's no longer in warranty, it's no longer eligible for free assistance on the end. You can still inquire for something, but for further troubleshooting or further assistance for the device, it entails a $15 cost. But it's completely optional. All right. Thank you for calling Linksys as well, Ms. Carol. Take care.
14:00
Speaker 1
yes. Bye now. Hello. Okay. Thank you. [silence]
15:00
Speaker 2
have a great day. Bye-bye for now. You may now end the call. [snap] Once again, you may now end the call.
15:00