V2 Rubric Detail — 036370b6-6c18-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 19:49
Duration
9m 59s
Contact
Dennis Nobels
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134117
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
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical4.06/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp2.50/5
Overall49.9% (-6.1)

V2 Grader Summary

The agent correctly identified the router was out of warranty and committed to sending setup instructions, but failed to provide any best-effort troubleshooting despite the issue being resolvable through guided setup. The customer was left without real-time support for a basic reconfiguration task, violating the OOW best-effort standard. While next steps were clear, the lack of technical advancement and premature deflection to paid support resulted in a partial resolution.

V1 Case Analysis

Customer reported pinkish-red LED after reset. Agent confirmed out-of-warranty status, offered paid support, and promised email instructions. No model number obtained, no troubleshooting performed.

Troubleshooting Steps
  • Confirmed router is in setup mode after reset
  • Suggested re-setup of Wi-Fi network
  • Offered paid technical-support session
  • Collected contact details and promised email instructions
Key Observations
  • Agent never obtained the router model number, which is a critical protocol failure for product-specific support.
  • No attempt to guide the customer to access the router UI (e.g., 192.168.1.1 or myrouter.local) to verify WAN connection or initiate setup.
  • Paid-support offer was made before exhausting free troubleshooting steps, violating support protocol.
  • Email address was captured incorrectly twice, risking misdelivery of instructions.
  • No verification of whether the customer could see the setup network or access the configuration page.
Positive Highlights
  • Correctly interpreted the pinkish-red LED as indicating setup mode after a factory reset.
  • Accurately communicated the out-of-warranty status and explained paid support options.
  • Collected customer contact information and committed to sending setup instructions via email.
Agent Errors / Gaps
  • Did not ask for or record the router model number — a critical omission for troubleshooting.
  • Skipped standard troubleshooting flow (e.g., verify access to router UI, check WAN connection, confirm setup network visibility).
  • Offered paid support prematurely for an out-of-warranty device without first offering self-help resources.
  • Provided a possibly incorrect email address during the call (initially 'lol.internal.mart@hotmail.com').
  • Failed to confirm whether the customer successfully re-configured the router or accessed the setup interface.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent declined free troubleshooting due to OOW status and only offered paid support or email instructions; issue was not resolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about LED color and reset button use but did not guide through re-setup steps or verify connectivity after reset.
R3 Not Met Correct resolution path conf 95%
Despite OOW status, agent failed to provide best-effort troubleshooting (e.g., setup guidance) and immediately defaulted to paid support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified LED symptom and reset attempt but did not diagnose root cause (e.g., failed setup, ISP sync) or proceed logically.
T2 Met Appropriate tools / resources used conf 75%
No advanced tools were needed; agent used verbal diagnostics appropriately for a basic setup issue.
T3 Met No misinformation conf 90%
No technical inaccuracies: reset outcome and need for re-setup are correct per KB; email instructions are valid.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but used filler language and lacked structured troubleshooting flow.
C2 Partially Met Confirmed understanding conf 75%
Agent used consistent 'ma'am' but did not adapt to customer confusion about Wi-Fi networks or reset process.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent collected info and committed to email, but abdicated support due to OOW status instead of providing best-effort help.
O2 Met Proactive follow-through conf 95%
Agent clearly stated an email with setup instructions would arrive within 3–5 minutes.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the nature of the 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 80%
Agent offered a brief apology but did not acknowledge customer frustration or repeated effort.
X2 Partially Met Tone & rapport conf 75%
Agent maintained polite tone but did not adjust pace or simplify explanations for a confused customer.
X3 Partially Met Overall experience conf 70%
Agent asked customer to repeat email address and did not streamline setup, creating minor redundancy.
Call Transcript19 turns · 19 lines
Speaker 2
Welcome to lynxus 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 one 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.
00:00
Speaker 1
I have no, I have no power issue lately. Yes. Uh, okay.
01:00
Speaker 2
uh-huh. okay, I'd apologize to hear that one, ma'lm. And also, if I may ask, before it got disconnected to your network, ma'm, is there any power outage or any internet outage happened or it's just suddenly disconnected? [silence] Um, I see. And I May provide ma'm the model number and the serial number of your Linksys router? [silence]
01:00
Speaker 1
The model. Moving to the 5th, I've got the seoul number, I'm sorry. Okay, the serial number is 32A10 M2AA07683. GBC. Yeah, GBC Internet service. Okay. [silence]
02:00
Speaker 2
all right. go ahead. got it. all right. and also, uh, can I know who is your internet service provider? GVU. alright, let me uh, verify this here. yeah, please stay with me. from a moment. um,
02:00
Speaker 1
I'll repeat that. [silence] I'm sorry. I can understand . Oh. Oh, the light . Oh, the light. [silence] Oh, it's pink. It's kind of a pink. [silence] Yes. [silence] Yes, I have. [silence] I've done that too.
03:00
Speaker 2
[silence] What's the light color of your Linksys router? Now what what's the light color in front of your Linksys router? What's the color of the light? Alright, so it's a pinkish red. Um if I may ask ma'am, what troubleshooting have you done so far with the router? Did you press or held the reset button?
03:00
Speaker 1
I held it as long as the blue, blue light showed up. and then it started flashing. and then it went Yes, uh, for uh my, uh, I had a rosemary D. I did that uh this year changed that in my password to angel room.
04:00
Speaker 2
How long did you hold the reset button, man? Huh. I see it. Mhm. All right. When you set it up before, mom, did you change or customize your wifi name and password? [silence] Hm. I see. Okay. Mom, can you go to your wifi settings in your phone and go to the wifi list?
04:00
Speaker 1
Okay. Okay. The link app you mean, or the the Wi-Fi for my service. OK. OK. Yes says welcome to GVC Wi-Fi. Oh, setting. Okay. I've had it now. Okay. You want that.
05:00
Speaker 2
I'm no, go to the, uh, Wi-Fi, go to the settings in your phone, or general settings in your phone. And then all right, can you see your network or can you see the one that shows the name of it?
05:00
Speaker 1
Well, it switched to my home phone, Wi-Fi. Okay, I've got link set up. A9F. Also. I have those. No, I can't find that, uh-huh. And I tried putting it in, but it, it says not available. You
06:00
Speaker 2
[mumble] [mumbles] there available networks [mumble] I see I see [mumble] [mumble] that, can I see I see. your router man, go back to its default settings since you held the reset button and all the devices that are connected to your router is now disconnected since it [mumble] your router go back to its default setting or factory settings.
06:00
Speaker 1
Okay, so - okay. So I need to hold the reset button?
07:00
Speaker 2
So, you need to set it up again. All right. So for you, um, no need for you to hold mem, since it's already on a, um, on a setup mode. It's already reset. So you just need to set it up again. So, and I've also been checking here, ma'am with this router that you have. Your router was already out of warranty last March [REDACTED_PAYMENT_DIGITS] of [REDACTED_PAYMENT_DIGITS], two. Um, two. And for the out of warranty device, ma'am, I do apologize, but I cannot provide a free troubleshooting over the phone. However, if you insist, I can provide you a one-time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes. But there is a payment for that, a $[REDACTED_PAYMENT_DIGITS] payment that will last up to an hour. However, if you don't want to proceed with the payment, what I can do here is I could send you.
07:00
Speaker 1
Can you send it up to my email? The setup instruction? Okay. Yellow living room@hotmail.com. Okay.
08:00
Speaker 2
Oh, I see, sir. Yes, I can send it to your email, ma'am, and you just simply follow the instructions, and if ever there is a problem, then you can contact us back and you may proceed with the $15,00n't. Kindly provide your best email address, ma'am on where I could send it. lol.internal.mart@hotmail.com. Got it. And also I'm going to provide your first and last name and also your phone number so that I can create a record. [silence]
08:00
Speaker 1
okay, Denise, d-e-N-I-s-e, Nobles, N-o-b-l-e-s. my number is 361-210-0902. Okay. Okay, I'll do that. Thank you. okay, you too thank you bye bye and 2015 ever work [silence]
09:00
Speaker 2
[silence] All right. Thank you so much for providing me all your information, ma'am. So expect an email from me, ma'am, within three to five minutes and just follow the steps that I will send to you, right? All right. Thank you so much for contacting LASIS and have a good one. Okay. Welcome. Bye for now.
09:00