V2 Rubric Detail — 01d244ac-6407-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 13:27
Duration
6m 34s
Contact
Allyna Lingen
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00132759
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow wireless connection
⚠ Auto-Zero applied: Agent stated that no phone assistance is available for out-of-warranty devices, which contradicts the OOW best-effort policy requiring troubleshooting attempts. This constitutes Avoidance/Evasion (B), a critical failure triggering auto-zero.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform meaningful troubleshooting, provided materially inaccurate information, and incorrectly denied support due to warranty status—violating OOW best-effort policy. Despite adequate ownership and next-step communication, the interaction constitutes Avoidance/Evasion, resulting in an auto-zero. The issue remained unresolved with no diagnostic progress.

V1 Case Analysis

Customer reports slow speeds on Roku devices despite router showing full ISP speed. Agent confirmed router-to-internet speed test result, declared warranty expired, offered $15 paid support, and upon decline, promised to email generic optimization steps. No model/serial collected, no specific troubleshooting performed.

Troubleshooting Steps
  • Asked customer to run a Router-to-Internet speed test via the Linksys app.
  • Confirmed router receives full ISP speed.
  • Verified devices are connected wirelessly.
Key Observations
  • Agent declared warranty expired without verifying serial number or checking warranty database [04:00].
  • No router model or serial number was collected despite being critical for troubleshooting and support eligibility [entire transcript].
  • Only generic advice was provided; no specific Wi-Fi troubleshooting (band, signal, device settings, wired test) was performed despite customer confusion.
  • Agent proceeded with paid support offer before confirming product details or performing meaningful troubleshooting.
Positive Highlights
  • Polite and apologetic tone throughout the call.
  • Set expectation that an email with optimization steps would be sent [05:00].
  • Correctly guided customer to perform 'Router to Internet' speed test in the app [04:00].
  • Confirmed router receives full ISP speed, correctly isolating issue to client side.
Agent Errors / Gaps
  • Missing model/serial number collection.
  • Unverified warranty claim — declared expired without lookup or confirmation [04:00].
  • Premature offer of paid support without confirming eligibility or performing basic troubleshooting.
  • Insufficient technical troubleshooting — no steps to isolate client-side issues (e.g., band, signal, wired test).
  • Failure to confirm customer's email before promising to send instructions — email was only partially stated and not verified [02:00].
  • No attempt to identify product family or model despite clear need for model-specific guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only offered paid support or email instructions without implementing any fix.
R2 Not Met Diagnostic thoroughness conf 96%
Only one diagnostic step (speed test) was requested; no further troubleshooting like checking placement, firmware, or Wi-Fi bands was attempted.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated no phone assistance is available for OOW devices, violating OOW best-effort policy which requires troubleshooting even if warranty has expired.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process; agent failed to identify root cause and asked no relevant follow-up questions beyond speed test confirmation.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., remote access, admin UI, logs) despite a diagnosable performance issue requiring deeper investigation.
T3 Not Met No misinformation conf 98%
Agent claimed customer’s plan was '5000 mbps' (grossly inaccurate) and stated OOW devices get no support, contradicting KB policy on best-effort troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent set expectation about email follow-up but lost control by pivoting to paid support sales without a clear troubleshooting roadmap.
C2 Partially Met Confirmed understanding conf 90%
Used simple language but failed to adapt fully to customer's low-tech level; rushed explanations and jargon-like references (e.g., 'Router to Internet') were used.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent remained on the call, did not transfer, and committed to sending instructions, demonstrating ownership of the case.
O2 Met Proactive follow-through conf 98%
Provided a specific next step (email with instructions) and a clear timeline (5–10 minutes), fulfilling follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
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 90%
Agent used polite language and apologies, but empathy felt scripted and did not acknowledge customer frustration meaningfully.
X2 Partially Met Tone & rapport conf 88%
Maintained steady tone but did not adjust pace or simplify further when customer showed confusion (e.g., 'YouTuber' comment suggesting disengagement).
X3 Met Overall experience conf 95%
Avoided making customer repeat information unnecessarily and consolidated next steps into a single email, reducing effort.
Call Transcript12 turns · 13 lines
Speaker 1
. Hi, I'm just calling um cause we just upgraded our Wi-Fi um through our apartment building.
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.lynxsys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please have your device's 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. Hi, thank you for calling Lynxsys. My name is Josh. How may I assist you today? Uh huh. Uh huh. do apologize. Can you start from the top? I only get the three four. Sorry. Mhm.
00:00
Speaker 1
Yep. Elena, A-L-A-Y-N-A, and then lingin, L-I-N-G-E-N. My first and last name at yahoo.com. 702 communications in Fargo, North Dakota. I just called them because of the issues that I was having and they said everything is looking good on their end.
02:00
Speaker 2
All right, thank you so much for that one, ma'am. Let me verify the serial number to make sure that I got it correctly here. So it's 3 4 and for Nancy, 1 0 and for Mary, 2 9 C for Charlie 0 0 1 7 3. Is that correct? All right. Thank you so much for confirming. And may I have your first and last name? Uh huh. Thank you so much for that one. And what about your email address? And by the way, who's your internet service provider, ma'am? Is it spectrum, H&NT, comcast? All right. Thank you.
02:00
Speaker 1
so I'm assuming it's just some settings that I maybe need to monkey with in the router but I'm just not very tech savvy at all. 215. Oh, 250. Yes. Oh, 200. Um, so from the router app, it's telling me only 26. Um, but we have two Roku devices for our TVs and they're both showing different numbers. Um, one is showing 105 and the other one is only showing like between seven and 12. Yes.
03:00
Speaker 2
Got this one, ma'am. No worries. Sorry, just to confirm your, uh, your subscriptions fee like the one that you're paying with your internet service provider is 5000 mbps. Is that correct? ~250 mbps. And may I know how many mbps that your device is getting from this Linksys router? [silence] And just to confirm are you still logged in into the Linksys app? [silence] All right. So on the app ma'am, like on the Speedtest,
03:00
Speaker 1
Okay, yeah. Do a speed check. Okay, okay. Testing. [silence] Oh.
04:00
Speaker 2
Can you kindly check if there's an option there that says Router to Internet? Kindly press that or tap that one. And then, yeah, do a speed test using that option. All right. Thank you. And while waiting for the speed result, ma'am, I'm gonna set your expectation that the hardware warranty status of your router has already expired. And I really do apologize, ma'am, but we can no longer provide assistance over the phone or chat for out of warranty devices, okay? However, nevertheless, all our troubleshooting guides or articles are still available on our support website. However, ma'am, if you really wanted to be, don't worry, ma'am. If you really wanted to be assisted over the phone, we do have this one-time
04:00
Speaker 1
Okay, well I guess you can just connect the call then.
05:00
Speaker 2
Non-refundable support that will last up to 60 minutes or 1 hour, but it will cost you $15. Don't worry, mam, if you don't want to avail the paid service, I can actually send you on step-by-step instructions via email on how to like, optimize this router. Would you like me to do that? All right. Now, by the way, before we, before we proceed for the uh, sending the instructions via email, uh, may I know the speed test results on the router to internet, ma'am? All right. That's great. That's actually great, ma'am. And that means that the router is getting the exact internet speed coming from your modem. So, that means that uh, only your devices are the one that's getting a slow internet connection. Uh, for that
05:00
Speaker 1
Yes. Okay. Okay. Okay. Thank you. Yep. YouTuber. [silence]
06:00
Speaker 2
One second, ma'am. Just to verify, are those devices just like wirelessly connected to the Lensis router? All right. All right. All right, so don't worry, ma'am. In that case, we might need to optimize the router, ma'am. However, again, rest assured that you will be receiving an email from me on how to properly like optimize the router, okay? And rest assured that you will be receiving it within 5 to 10 minutes. All right. You're most welcome, ma'am. And again, thank you so much for calling Langsas. You have a great day.
06:00