V2 Rubric Detail — 068cea64-6449-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 21:20
Duration
6m 31s
Contact
Andy Dmytryhyn
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132846
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to provide free technical assistance based on incorrect warranty policy and pushed a paid service instead of performing basic troubleshooting.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-40.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, incorrectly stated that warranty customers cannot receive free support, and offered only email instructions or a paid service. No tools were used, no root cause identified, and the customer was left without resolution, resulting in an unresolved case marked by avoidance and misinformation.

V1 Case Analysis

Customer reports main mesh node showing solid red LED after startup. Agent did not collect model/serial, incorrectly stated warranty status, and offered paid support without troubleshooting. Suggested moving node directly to modem for testing. Promised email instructions. No resolution confirmed.

Troubleshooting Steps
  • Asked where the node is connected (modem → node → D-Link router).
  • Suggested moving the node directly to the modem to test connectivity.
Key Observations
  • Agent never asked for or recorded the router/model/serial number [00:00–06:00].
  • Agent incorrectly stated the device was 'under warranty' but then denied free technical assistance, creating a contradiction [04:00].
  • Prematurely offered paid support without attempting standard troubleshooting [04:00].
  • No proper mesh-node reset, pairing, or LED-interpretation steps were given [03:00–04:00].
  • Email address was captured correctly after phonetic spelling [04:00–05:00].
  • Agent suggested a valid isolation test (moving node to modem) [03:00–04:00].
Positive Highlights
  • Polite tone and used the customer's name [05:00].
  • Suggested a valid isolation test: moving the main node directly to the modem [03:00–04:00].
  • Offered to send email instructions for further help [04:00].
  • Allowed customer to spell email phonetically and captured it correctly [04:00–05:00].
  • Maintained clear and understandable communication despite minor ASR artifacts.
Agent Errors / Gaps
  • Missing model and serial number collection (protocol breach).
  • Incorrect warranty guidance – claimed device was 'under warranty' but stated free support was unavailable, creating a contradiction.
  • Did not follow the standard Full Mesh Network Rebuild troubleshooting flow.
  • Offered paid support before exhausting free troubleshooting options.
  • Failed to confirm the issue was resolved before ending the call.
  • Did not verify modem/WAN status or perform basic LED-based diagnostics.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue or provide any actionable troubleshooting; only offered email instructions or a paid service.
R2 Not Met Diagnostic thoroughness conf 98%
No meaningful troubleshooting steps were conducted — no speed test, no cable check, no web UI access, no modem isolation.
R3 Not Met Correct resolution path conf 99%
Agent incorrectly claimed under-warranty customers cannot receive free support and pushed a paid service, violating support policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify root cause or ask targeted diagnostic questions; vague suggestion to 'check the source' without guidance.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (e.g., speed test, web interface, LED status check) were used or recommended despite being essential for diagnosis.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect information: stated warranty status disqualifies free support, which contradicts policy.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent initiated the call and asked basic questions but lost control by abruptly shifting to paid service without a clear plan.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple terms but did not confirm understanding or adapt to customer’s confusion about network topology.
Customer Ownership
O1 Not Met Ownership & empathy conf 99%
Agent declined to assist further, abdicating responsibility by citing warranty status and offering only paid help.
O2 Partially Met Proactive follow-through conf 90%
Agent committed to sending email instructions but gave no timeline or confirmation of follow-through.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent’s tone came across as dismissive when citing warranty status and suggesting paid service, lacking empathy.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust communication style to customer’s evident confusion; interaction remained procedural and disengaged.
X3 Not Met Overall experience conf 96%
Customer had to repeatedly spell a complex email; agent did not streamline data collection or reduce effort.
Call Transcript14 turns · 14 lines
Speaker 1
This is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello? That's all right, sir. So, um, for this one, very well, gone. Where is it connected, sir, to a switch?
00:00
Speaker 2
Uh hi there thank you so much for calling me back. Oh my call dropped, sorry. Thank you so much. So I I gave the oh sorry. Oh I was just gonna say I power cycled that one that I think is the main and it it uh yeah it strobed blue for a bit, which I'm assuming it just does on startup and then it was solid blue or greenish for a minute and then now it's back to being read. So nothing yet, still, yeah. Whoa. So, yeah, I'm going to double check to just not sure what the ins and outs are.
00:00
Speaker 1
Hmm. So it is connected to the D-Link router.
01:00
Speaker 2
So it's got a big fat green and black input cable that's going in. D-link router It's got a small ethernet cable that's going into the end of this D-link router and it's feeding it but it looks like a different input So yeah. It's sending Sorry let me try again. The main node is getting a feed directly from the router and I asking the wrong word. Let me try one more time Main node is getting a feed directly from the modem and then it's going into the it's feeding into the D-link router after that. It's the input [ silence ]
01:00
Speaker 1
Okay. Have you tried to check the link if it's working or not? If there's no problem on the link.
02:00
Speaker 2
Essentially, feeding internet to the D-Link router is what I've kind of gathered. Well, the thing is, I haven't really checked it too much. Like, everything seems to be blinking and working okay. I know that's not a merit for it being working, but the this, from what I understand of the routing now, this main node should be before or sorry, it is before the D-Link. So, like, it gets the internet from the modem, and then it sends it's got another ethernet cable that feeds into the D-Link, but it itself is getting internet before the D-Link is. You know what I mean? So, yeah, it's hard to tell. The thing is, this main node is like very far across the house. It's a bunch of cable through a bunch of walls.
02:00
Speaker 1
Yeah, you can try, but you must, like, identify what is the source of that main node. Because you must check it first. Because right now, your main node doesn't detect any internet connection, that's why I'm asking, where is it, like, connected to the main source of that main node? Because if you will going to reset and reconfigure without checking the source if it's working or not, then the main node would still go online. So that's the first thing that you have to, yeah, you have to consider first. And also, yeah, the system is no longer
03:00
Speaker 2
So, it's, it's a little hard to test certain things with it. Um, but should I maybe, like, take the main node to where the modem is and try it directly off of that? See what happens? Yes. [silence] Yeah. [silence] Mhm. Mhm. [silence] That makes total sense to me. Yeah. That's very valid.
03:00
Speaker 1
under warranty sir, so we can no longer provide free technical assistance. But... I can send you some email instructions if you prompt on resetting the system. But I think it would be complicated, since you have a lot of nodes. So I suggest the first step... uh... to check the main source if it's working or not, before reconfiguring the router. So I can send your email instructions for that, or you can also avail our paid service. That's $15 per an hour. [silence] Okay. [silence] Yeah, sure. [silence] Thank you.
04:00
Speaker 2
Okay. Yeah, that makes sense. Okay. Oh, that's not actually that bad. Okay. Um, yeah, if you don't mind sending me an email, uh, that would be great. Can I, you want me to give you my email for that? Okay. It's a bit of a messy email, so I will just spell that out. Um, it's uh, it's uh A N D R E Y.dot.
04:00
Speaker 1
Yes, sure. So that's a4, alpha n for nancy, b for delta r I Y dot d for delta, n for Mary, y t for tango, r r y s for Sam h for hotel, y n for nancy at gmail.com. Correct? Okay. Okay, welcome. May I have your first and last name? M. S. MDR. All right, I see. All right, so I'll just send you the email instructions right now.
05:00
Speaker 2
um, D M Y Trent Y M Y N at gmail.com, I might need to just confirm the spelling on that if you don't mind. Thank you. Mhm. Mhm. Perfect. Nailed it. Thank you so much.
05:00
Speaker 1
Away after this call. Joy, my name is Joy. You're welcome sir, have a good day, bye.
06:00
Speaker 2
Okay, awesome. I'm sorry, what was your name? Joy. Thank you so much for your help. I really appreciate it. [silence] You as well. Take care. Bye. [silence]
06:00