V2 Rubric Detail — 0317da20-764f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 19:48
Duration
12m 15s
Contact
Emily Donnelly
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135698
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_No internet connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided technical troubleshooting by immediately citing warranty status and redirecting to paid service, despite the issue being within scope of best-effort support for OOW devices per the R3 standard in the rubric.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, misinterpreted the router’s LED status (claiming purple meant 'not secure' instead of 'ready for setup'), and avoided responsibility by redirecting to paid support. No troubleshooting was attempted, and the agent ignored the best-effort support requirement for out-of-warranty devices, warranting an auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer reported intermittent internet connectivity and uncertainty about whether the router or modem is at fault. Agent identified MR-7350, confirmed out-of-warranty status, and offered paid support or an email with a video link. No troubleshooting performed; issue remains unresolved.

Troubleshooting Steps
  • Collected serial number
  • Identified device model (MR-7350) from system
  • Informed customer of out-of-warranty status
Key Observations
  • Agent provided an incorrect support URL (lynxes.com) instead of support.linksys.com at [12:00].
  • No technical troubleshooting (e.g., modem test, power-cycle, WAN status check) was performed despite customer reporting a diagnosable issue.
  • Agent assumed the ISP was Spectrum without customer confirmation at [09:00].
  • Agent repeated a garbled version of the customer's email address, risking delivery failure.
  • LED color was reported as purple, which per KB indicates a factory reset state — a critical clue ignored by the agent.
Positive Highlights
  • Collected the device serial number accurately.
  • Identified the router model (MR-7350) from system data.
  • Clearly communicated the out-of-warranty status to the customer.
  • Offered a self-help path (email with video) after customer declined paid support.
Agent Errors / Gaps
  • Provided wrong support website URL (lynxes.com instead of support.linksys.com).
  • Repeated a garbled/incorrect email address to the customer.
  • Made an unfounded ISP assumption (Spectrum) without customer confirmation.
  • Failed to perform basic internet/WAN diagnostics (modem test, power-cycle, WAN status check).
  • Ignored LED status clue: purple light indicates router is in setup mode or reset, requiring reconfiguration.
  • Did not verify customer's access to router settings or credentials before offering self-help.
  • Offered paid support without first attempting safe, basic triage steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any troubleshooting; instead, offered paid support or an email link without addressing the internet connectivity problem.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., modem test, power cycle, WAN check) were performed; agent skipped troubleshooting entirely and moved to warranty status and paid options.
R3 Not Met Correct resolution path conf 96%
Agent cited out-of-warranty status and offered only paid service or self-help, failing to provide the required best-effort troubleshooting (e.g., reboot, LED check, cable verification) even for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask relevant diagnostic questions (e.g., modem lights, cable connections, speed test); only collected contact and device info without probing symptoms.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, router UI, speed test) were used or suggested despite a clear need for WAN diagnostics; agent relied solely on verbal description.
T3 Not Met No misinformation conf 96%
Agent claimed a purple light means the router 'is not secure' and 'set back to its default settings'. Per velop_wifi_connectivity.md, solid purple means 'Ready for setup (not yet configured)', not a security failure.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear framing or agenda; agent’s speech was disjointed, with abrupt transitions and no control over the interaction flow.
C2 Not Met Confirmed understanding conf 95%
Agent used garbled terms ('Linxas', 'lynxes.com') and did not adapt language to customer’s confusion or verify understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disowned the case by redirecting to paid support and email, showing no responsibility for resolving the technical issue.
O2 Met Proactive follow-through conf 93%
Agent clearly stated they would send an email within 2–3 minutes, providing a concrete next step.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this issue type.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy; tone was transactional and dismissive, failing to acknowledge customer frustration or confusion.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust pace or clarity despite customer’s repeated difficulties; continued with unclear articulation and misheard inputs.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number and email multiple times due to agent’s mishearing, creating unnecessary repetition and effort.
Call Transcript17 turns · 18 lines
Speaker 2
Welcome to [company name].
00:00
Speaker 1
Hi. I have a, router. I just don't understand if it's my router that's not working or my modem isn't working. [silence] Oh okay. Hold on.
04:00
Speaker 2
thank you for calling Landscape, this is Carla. How may I help you? Okay. So, ma'am, are you using the speaker mode of your phone? I do apologize, but the line is not clear.
04:00
Speaker 1
Hold on. Is that better? Okay, great. So I'm not sure if my, dissi's, um, router is not working or if my modem is not working. I don't know what my problem is. I feel like I have internet connection, but then it's not when it's it's all it's something's working, but then it's not, it's going through like something else that's not mine. Does that make sense? Okay. Hold on, I need my glasses.
05:00
Speaker 2
Yeah, much better. Okay, so how many how, how can I help you today, mam? Okay. So your problem, rokona, is no internet connection. Okay. So may I know the model number and serial number of your Linksys device?
05:00
Speaker 1
Okay, so should I, I'll give you my serial number first, 3, 3, C, 1, 0, M as in Mary, 2, A, D as in dog, 0, 0, 175. No, no, no, no. 3, 3, C as in car. Yes. Model. Now.
06:00
Speaker 2
Yes. Okay. Again, that's a three three, as it is in D for, uh, D for Dev. Okay. And then one zero, M for Mary, number two, A for Apple, D for Dev, zero zero one seven five. And how about the model number?
06:00
Speaker 1
[silence]
07:00
Speaker 2
uh uh same thing ma'am at the bottom of the device um okay and who's your internet service provider okay you can have uh also your phone number ma'am and how about your first name and last name Emily is E M I L Y uh last name is D O N N E L L Y
07:00
Speaker 1
E- D as in David, E-L-Y F-SPAH at Yahoo.com D-C-D-S-P-A dot com as in chocolate M-H-K-E M as in Mary theface spa of yahoo yahoo calm it is now like a purpley blue Thank you
08:00
Speaker 2
[KEEP_UNCERTAIN] Okay. Okay. uh, That's, um, is it D FAAVID and then face F A C E, and then spa, S P A at yahoo dot com? um, Okay. T, e, okay. Okay. Thank you. And, is the, uh, what is the color of the light in front of your lens, ma, mer.
08:00
Speaker 1
I think it's more in a purple. Okay. Okay. Okay.
09:00
Speaker 2
it's like more on a purple one or is it more on a okay because if it is like on a purple light ma'am that means that um your router is not secure it's set back to its default settings that it's not communicating to your internet provider okay so in that case um you need to like um configure the settings of your router to receive internet connection from your cable modem from spectrum I'll okay all right but before we do start meme for any troubleshooting um let me just inform you about the uh status of your uh lynx router the MR-7350 it shows it here on the uh record ma'am that this r is already out of warranty and complimentary phone support is no longer available. But no need to worry ma'am. We do have different options for out of warranty links. The first option is you can take full advantage of our AI tool that can be found on our website. That is support. Linksys.com Our second option is I can send you an email with a link to a video then you can follow the instructions provided on the video. Okay? Our third option is we can walk you through on how to set up this router through our one time non-refundable technical support, and that is our paid Connect service, and that will cost $15. The troubleshooting is up to 60 minutes, and in any case [silence]
09:00
Speaker 1
Okay, no, I'd rather get the email regarding the support@linksys.com. Okay. Okay. Great. Yeah. Thank you.
11:00
Speaker 2
If the device is found defective after the child has cheated, there will be no refund or replacement. Okay, no problem. I can send it to you. Okay? Just give me like two to three minutes. While I'm sending you the email after a call. Okay? So again, the email address is the face spa at yahoo.com. Right? Okay? So just wait for my email ma'am regarding the video links so you can follow the instructions. Okay? Um, yes ma'am. Okay? So thank you for calling Linxas ma'am. Just wait for my email, okay? Again if you want to take advantage over a
11:00
Speaker 1
Okay, I'll wait for the email. Bye bye.
12:00
Speaker 2
AI too.. You can visit our website. That's support.. lynxes.com. Okay, Thank you. Good bye!
12:00