V2 Rubric Detail — 08701d44-812f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 15:57
Duration
5m 52s
Contact
Ghost Contact
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#GI00137455
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution3.12/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall47.2% (+3.2)

V2 Grader Summary

The agent correctly handled the out-of-warranty status (R3 Met) but failed to execute logical diagnostics (T1/T2 Not Met), resulting in only partial resolution as the customer self-resolved temporarily. Communication and ownership were partially met with attempts to assist but lacked structure, confirmation, and guided troubleshooting. No critical failures triggered auto-zero.

V1 Case Analysis

Customer reported erratic LED behavior on out-of-warranty Linksys router; no troubleshooting performed; call ended without resolution confirmation.

Troubleshooting Steps
  • Collected serial number
  • Asked about Wi-Fi broadcast status
  • Confirmed warranty status
Key Observations
  • Agent failed to obtain the router model number, preventing model-specific troubleshooting guidance.
  • No standard troubleshooting steps (power cycle, WAN check, LED interpretation) were performed despite clear LED symptoms.
  • Call ended abruptly without confirming internet connectivity or Wi-Fi functionality.
  • Customer name collected without explaining relevance or follow-up purpose.
Positive Highlights
  • Polite greeting and professional identification as a Linksys support agent.
  • Collected the serial number early in the call, enabling warranty verification.
  • Clearly communicated the out-of-warranty status and confirmed that technical support is still available.
  • Attempted to verify current Wi-Fi broadcast status, showing awareness of symptom relevance.
Agent Errors / Gaps
  • Failed to obtain the router model number, critical for accurate troubleshooting and LED interpretation per KB.
  • Did not perform any standard troubleshooting for LED or connectivity issues (e.g., power cycle, WAN cable check, firmware status).
  • Did not confirm functional status (Wi-Fi, internet access) before allowing the call to end.
  • Collected customer name without explaining its purpose or follow-up plan.
  • Missed opportunity to guide customer through firmware update checks or auto-update verification per KB.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 92%
Customer reported temporary resolution ('now it's solid blue... I guess I'm okay now') but agent did not confirm success, guide through verification, or address the subsequent red light; issue recurred before call ended abruptly.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent asked about LED behavior and Wi-Fi connectivity (relevant questions) but did not guide customer through power cycle, cable check, or LED pattern interpretation despite clear symptoms (flashing/red LED indicating WAN issue).
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty and proceeded with best-effort troubleshooting instead of dismissing support: 'we could still be able to provide you technical support... not gonna be covered with a warranty replacement'.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply logical diagnostic process - only asked surface-level questions about LED and Wi-Fi broadcast without using LED guides to isolate cause (e.g., no modem vs. router check, no power cycle guidance despite red LED symptom).
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools (remote session, logs, firmware check) or KB resources were used despite clear need indicated by red LED symptom; agent relied solely on customer description without guided verification steps.
T3 Partially Met No misinformation conf 90%
Agent provided no incorrect technical information but offered zero actionable guidance (e.g., no restart, cable, or LED interpretation instructions); technical support was minimal despite customer confusion.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to gather information but lost call control when customer struggled ('Hold on. I think it worked... I cannot hear you'); no clear framing, agenda setting, or structured wrap-up before abrupt termination.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple terms but did not adapt explanations for customer's repeated confusion about LED patterns, nor confirm understanding of key status changes (e.g., solid blue vs. red).
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent remained on call and collected contact details ('full name and email') but took no ownership of the troubleshooting process, made no commitments, and ended abruptly without directing next steps.
O2 Partially Met Proactive follow-through conf 84%
No specific next steps, timeline, or callback commitment was provided; agent collected contact info but communicated no follow-up plan ('could you still connect?').
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history referenced or required; agent treated as new issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and none was warranted - issue appeared resolvable at L1 (though unresolved); no complexity, hardware fault confirmation, repeat contact, or management request trigger present.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent remained polite but showed minimal empathy - did not acknowledge customer's frustration over repeated LED issues or confirm relief after solid blue status; tone remained purely procedural.
X2 Partially Met Tone & rapport conf 86%
Agent responded to customer input but did not adjust communication pace/style for customer's confusion about LED patterns; missed opportunities to check comprehension during status changes.
X3 Partially Met Overall experience conf 85%
Customer repeated LED description multiple times due to unclear guidance, but agent avoided unnecessary holds/transfers; some friction from unaddressed repetition but no major effort barriers created.
Call Transcript11 turns · 11 lines
Speaker 1
um hi um I have a link link sprouter um I'm trying to get the name for it that it doesn't
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hi, thank you so much for calling. Linksys. This is Jen. I can help you.
00:00
Speaker 1
I don't think to be working properly. I wonder if you can. I'm sorry? I have a serial number. Yeah, it's five. Five, I believe zero U 1 0 M 1 six T 0 four nine four three. Hello? Okay.
01:00
Speaker 2
Okay. What's the model number? What's the model number? Okay. Can you give me that then? Just give me a moment. I'm checking it.
01:00
Speaker 1
Well, yes. So I, I'm sorry. It's on and um the light it's been flashing for a very long time blue, greenish and then off. Right now it's, yeah. Blue, greenish and off. Right now it's just blinking. Sometimes it blinks quickly, the blue. Sometimes it slows down like now it's I'm sorry, I'm going to start again. It blink, blue fast, and then it stop and go blue slowly to green, blue slowly to green and off, and then goes back to flashing quickly, and then it goes back to the blue, green.
02:00
Speaker 2
OK, so you mean to say that your router is not working right now? Is it turning on? Is it turning on? OK, what's the light indicator? So it's just blinking?
02:00
Speaker 1
Just be specific. Yeah. My mood and his, sorry? question mark. Back to the spectrum. question mark. You can help me check.
03:00
Speaker 2
well, so it's just plans, all right. whose your internet service provider who is your internet service provider? Okay. Um Ma'am, as we're checking in our records, it shows that this device that you have is already out of warranty. And um for out of warranty device, ma'am, uh we could still be able to provide you technical support. But um if in games if in case if it's deemed defective after exhausting all the troubleshooting, then it's gonna it's not gonna be covered with a warranty replacement. So for now, we will just check if the device would still um work.
03:00
Speaker 1
Okay. Good. Yeah. Could you just give me a minute because I will check right now. One minute. I'm trying to... Oh, hold on. Hold on. I think it worked. Just a minute. Hold on. I'll try to connect right now before I do anything because... Does it work? Yeah. It seems that now it's finally working. So let me see. I'm sorry. Oh, now it became red. Red means it's not working, right? Yeah. It's, it's, I don't know why it's... I'm sorry. Hello? I cannot hear you. Hello.
04:00
Speaker 2
Yes, sure. Um, first off, ma'am, I just wanted to verify. Is your, uh, could you still connect to the Wi-Fi? Is the Wi-Fi still work, um, broadcasting? Could you still be able to connect? Okay, while waiting, ma'am, can you tell me your full name and your email? Yes. All right. Um, hmm.
04:00
Speaker 1
Are you still there? Oh, I couldn't hear you. Let me just double check again because you asked me about the Wi-Fi and then suddenly I thought it worked. So let me check again because it seems that it's finally working. So I guess I'm okay now. If I have another So, I am A. Well, it's been flashing all morning. I'm sorry, say it again. Now it's solid blue. Thank you. Okay, thank you. Thank you. Bye. Bye.
05:00