V2 Rubric Detail — 009cc078-71ac-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 22:11
Duration
7m 20s
Contact
Beverly Dupuis
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135024
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9000_No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication2.50/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall21.8% (-34.2)

V2 Grader Summary

The agent failed to resolve the customer's issue, skipped essential troubleshooting, and defaulted to paid support without attempting best-effort fixes for an out-of-warranty device. Despite accurate identification of the purple LED state, no technical progress was made, resulting in an unresolved outcome with poor ownership and customer experience.

V1 Case Analysis

Customer (MR9000) reports no internet with blinking purple LED. Agent incorrectly claimed device was out of warranty, provided wrong support URL (support.lingus.com), and offered paid support without troubleshooting. No diagnostic steps taken. Customer will wait for ISP replacement.

Troubleshooting Steps
  • Asked about current LED status (blinking purple)
  • Asked if reset was attempted
  • Stated router is in setup mode
  • Offered paid support and video guide
Key Observations
  • Agent provided hallucinated support URL: support.lingus.com (transcript timestamp [07:00])
  • Agent made materially false claims about warranty and support eligibility without verification
  • No standard troubleshooting (power-cycle, modem check, LED pattern validation) was performed
  • Agent incorrectly interpreted blinking purple LED as 'setup mode' without diagnostic context
  • Repeated collection of already-provided model/serial information reduced efficiency
Positive Highlights
  • Polite greeting and professional tone throughout the call
  • Collected customer name, email, and phone number
  • Identified ISP as Spectrum, which is relevant for ISP-provisioned device handling
Agent Errors / Gaps
  • Provided hallucinated and incorrect support URL: support.lingus.com
  • Falsely claimed the device was out of warranty and that free support is no longer available
  • Failed to perform any standard troubleshooting for no-internet condition
  • Incorrectly diagnosed blinking purple LED as 'setup mode' without validating WAN or modem status
  • Repeatedly asked for model and serial number after already receiving them
  • Used confusing phrasing: 'out of var entity' instead of 'warranty'
  • Offered video guide that cannot be accessed due to no internet

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any technical resolution; closed by redirecting to ISP replacement and paid support without attempting troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked basic questions (LED color, ISP, outage) but skipped essential troubleshooting like checking cables, WAN connection, or performing a proper reset.
R3 Not Met Correct resolution path conf 96%
For an out-of-warranty device, agent should have offered best-effort troubleshooting (e.g., reset, re-pairing, firmware check) instead of immediately defaulting to paid support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the purple LED correctly as setup mode for MR9000, but failed to investigate root cause (e.g., modem handshake, MAC clone, PPPoE) or ask diagnostic follow-ups.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., no remote diagnostics, no request to check WAN status via local access, no log review); relied solely on customer description despite available web interface options.
T3 Met No misinformation conf 97%
Correctly stated that purple LED on MR9000 indicates setup mode and accurately described warranty status and support options.
Communication
C1 Partially Met Clear & professional language conf 85%
Call was structured but agent failed to set clear expectations early; transition to paid support felt abrupt and not customer-led.
C2 Partially Met Confirmed understanding conf 82%
Used understandable language but repeated 'ma'am' excessively and used awkward phrasing ('out of var entity'); did not adapt to customer’s confusion about video access.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disowned the problem by pushing paid support and waiting for ISP replacement instead of attempting to fix the device.
O2 Partially Met Proactive follow-through conf 88%
Promised to send an email with a video link but gave no timeline or confirmation; customer expressed inability to access it without internet.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
No escalation occurred despite a potentially defective router; agent should have escalated to hardware diagnostics or RMA consideration after minimal troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted due to lack of technical effort.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; ignored customer’s frustration with blinking purple light and lack of internet, offering no acknowledgment or reassurance.
X2 Not Met Tone & rapport conf 92%
Agent followed a rigid script and did not adjust pace or tone; customer’s confusion about video access was not resolved.
X3 Not Met Overall experience conf 96%
Customer had to repeat personal information; agent created additional effort by suggesting a video they couldn’t access without internet.
Call Transcript14 turns · 15 lines
Speaker 1
[silence] Uh, yes. Um, I called my cable company and um we did several tests and they uh suggested that I call you to have a trouble with the routing.
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 with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. Product, a paid support option may be available depending on the issue. Thank you for calling linksys. This is Karla. How may I help you? Okay. So you're having a problem. You're having a problem like no internet connection.
00:00
Speaker 1
Correct. The model number is MR 9000. serial number is 32A 10M as in Michael, 24C as in Cat, 01483. Correct. A spectrum. [silence] 810.2787.
01:00
Speaker 2
Okay. Ma'am, may I know the model number and serial number of your Linux device? [silence] How about the serial number? M-hmm. Okay, that's 32A4Apple 10M4Mary 24C4Charlie 01483. [silence] And who's your internet service provider? Okay, and can I have also your phone number, ma'am?
01:00
Speaker 1
9254. My first name is Beverly. Last name is Dupuy, it's D as in dog, u, e as in Paul, u, e as in dog, i, s as in Sam, b for Brian. Correct. bad 48446@ gmail. Correct.
02:00
Speaker 2
and how about your first name and last name? okay. And your first name spell it U.M., is it V for Victor or B for Brian? okay. All right. And then again, that's B E V for Victor E R L Y. and how about your email address? So, that's bad four to eight four four six at gmail.com. Okay. So again, your main concern is your last
02:00
Speaker 1
but that's all right, no. it's, um, I don't know. it's a funny color purple, not red. Yeah. No, it it it wasn't. it it was blue. and then it it just started blinking. It was blinking purple.
03:00
Speaker 2
yes, internet connection using your mr. 9000 and your internet service provider is um spectrum and this was working before, right? And ma'am, before you encountered this problem, was there any like power or internet outage? Okay, so what's the color of the light on your router right now, ma'am, in the front, the ones that in the front? Okay, it's purple. Okay. So, um, when you lost internet connection, was it already um in purple or it was in red or is it blinking red? It was blue and then Blinking purple or is it blinking red?
03:00
Speaker 1
And so then we tried resetting it. We hit the reset button and we did the power and nothing seems to happen. Uh-huh. [silence] Okay, cool. [silence]
04:00
Speaker 2
uh yes uh because right now ma'am if it is in purple um the uh the uh uh status of your arrow is um not set up like it's in a setup mode that you need to set up to receive internet connection from your um cable um company or from spectred okay uh so so to do that ma'am uh we're going to like reconfigure so that your modem can identify the router and so that you will have internet okay but um uh but before we start ma'am for any uh troubleshooting let me just inform you about the status of your um link router okay um um it shows it here in our system ma'am that your links router is already out of var entity okay uh and complimentary ma the phone support or the technical support is no longer available, okay? it's no longer for free, okay? but you don't need to worry about it, ma'am. we do have options for out of warranty Linksys devices. our first option is you can use our take advantage of our AI tool or our AI agent that can be found on our website that's support.Linksys.com. Okay. Our second option is I can send you an email with a link to a video that you can also follow on how to um set up this router to um have internet, okay? and then our third option. This is our one-time non-refundable technical support that will last to troubleshooting up to 60 minutes. This is our paid connect service that I can walk you through on how to set up this router and that will cost you $15. [silence]
04:00
Speaker 1
Well, spectrum is sending me a new one, so I guess I'll just wait till I get one from them. Yes, I guess that's what I'll do. [silence] Well, I can't follow the video because I don't have internet. [silence] Oh, on my phone. Yeah, I can get it on my phone. Yeah.
06:00
Speaker 2
This option is non refundable and in any case after the troubleshooting if the device is defective then there will be no refund or replacement. So which options would you like to proceed mem. Ma'am? Hmm-alright. So we just wait for them. Okay. Okay, no problem with that. While waiting ma'am, I will send you the email link via the email. Maybe you can follow the video while waiting for the Spectra, okay? Okay. Okay, you don't have black data on your phone. Uh oh. You can check that on your phone then try to follow it on the video, okay?
06:00
Speaker 1
Okay, thank you. Thank you. Bye.
07:00
Speaker 2
You're welcome. So thank you for calling Lingus ma'am. This is Carla. Again our website is support.lingus.com if you want also to check our AI tool. Okay. You're welcome. Good.
07:00