V2 Rubric Detail — 094690da-7a5a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 23:17
Duration
6m 25s
Contact
Jonathan Dimajo
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00136283
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: MX55ECH_Device Won't Turn On

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.62/5
Technical3.12/5
Communication3.75/5
Ownership3.57/5
EscalationN/A
Customer Exp4.29/5
Overall52.0% (+8.0)

V2 Grader Summary

The agent accurately identified the device as out-of-warranty and communicated policy correctly, but failed to perform any meaningful technical diagnostics or provide best-effort troubleshooting for a device with no power, leaving the issue unresolved. No escalation was warranted or performed. Communication was professional and ownership demonstrated, but lack of troubleshooting and next steps resulted in no resolution path for the customer.

V1 Case Analysis

Customer reports MR5500 router not powering on. Agent confirmed device is out of warranty and end of life. Minimal troubleshooting performed (asked about alternate power outlet). No next steps, self-help, or escalation provided. Call ended without resolution.

Troubleshooting Steps
  • Asked if the router had been plugged into a different power outlet
  • Checked warranty status (out of warranty, end of life)
Key Observations
  • Agent correctly confirmed warranty status and end-of-life status (KB-aligned).
  • Troubleshooting was minimal and incomplete for a hardware power issue — only one question about power outlet was asked (KB expects LED check, reset attempt, adapter verification).
  • No actionable next steps, self-help resources, or escalation path offered despite hardware fault (KB expects at least a KB article or repair guidance).
  • Agent changed name mid-call from Lana to Zosana without explanation.
  • Call ended without a clear summary, confirmation of understanding, or closure.
Positive Highlights
  • Agent correctly identified and communicated that the device is out of warranty and has reached end of life (KB-aligned).
  • Agent collected complete customer and device information despite initial phonetic spelling.
  • Agent asked if a different power outlet had been tried, which is a valid first step in power troubleshooting (KB-aligned).
Agent Errors / Gaps
  • Did not perform basic hardware troubleshooting steps (e.g., verify power adapter LED, inspect power cable, attempt factory reset) for a 'no power' issue (KB expects these steps).
  • Failed to offer any self-help resources (e.g., KB article on power issues, firmware recovery, or hardware inspection tips) after confirming out-of-warranty status (KB expects at least one self-help path).
  • Did not provide a clear next step or escalation path (e.g., third-party repair, replacement purchase guidance).
  • Inconsistent agent identification (name changed from Lana to Zosana without explanation).
  • Call ended without summarizing outcome or confirming customer understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent confirmed out-of-warranty status and stated no replacement possible, but provided no troubleshooting or resolution path for the non-powering router.
R2 Not Met Diagnostic thoroughness conf 90%
Only troubleshooting step was asking if customer tried a different power outlet; no further diagnostics (power adapter check, LED inspection, reset attempt) were performed.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified device as out-of-warranty and explained policy, but failed to provide best-effort troubleshooting (e.g., power supply check, reset attempt) as expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not ask targeted diagnostic questions beyond power outlets; did not confirm symptoms (LED behavior, power brick warmth) or establish logical root cause.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal system to check warranty status — correct tool for that inquiry — and accurately reported result.
T3 Met No misinformation conf 95%
Information provided (device out of warranty, no replacement available) is factually accurate per Linksys policy and supported by product lifecycle data.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set initial expectations about warranty but ended call abruptly after delivering news, without guiding customer to next steps or confirming understanding.
C2 Met Confirmed understanding conf 90%
Agent used clear, polite language, repeated back information for confirmation, and adapted communication to ensure data accuracy during collection.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned interaction from start to finish, did not transfer, and addressed customer’s primary question about warranty status.
O2 Not Met Proactive follow-through conf 90%
No next steps were provided (e.g., 'try a known-good power adapter,' 'inspect for physical damage'); customer left with no actionable path forward.
O3 Met Closure confirmation conf 90%
Agent collected and confirmed customer details (name, email, model, serial) without re-asking them later, maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was a power failure on an out-of-warranty device, within standard L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy: 'I'm sorry to hear that,' acknowledged prior issues, and maintained respectful, professional tone.
X2 Met Tone & rapport conf 85%
Agent matched customer’s pace, remained patient during pauses, and used calm, solution-oriented tone even when delivering negative news.
X3 Partially Met Overall experience conf 80%
Customer had to spell out email and model/serial numbers; agent could have reduced effort by using ASR normalization or pre-filling from partial input.
Call Transcript12 turns · 13 lines
Speaker 1
30 minutes hey I was calling um having issues with one of my one of my routers and I wanted to see if there um if it was still under warranty no I've had to call before cuz I've had some issues before with these routers
00:00
Speaker 2
Welcome to Lynx Support. To ensure quality service, your call may be monitored. Certain products will be supported whilst end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.lynx.com for more information about your product. Thank you for calling Lynx Technical support. My name is Lana. How may I help you today? Okay, let's track further on this. By the way, is this your first time calling Lynx's Technical support?
00:00
Speaker 1
That is correct. Jonathan J.O.N.A.T.H.a.n and then my last name is D.M.A.Y.O.D is an Delta I M.A.J.O. That is correct. Yeah
01:00
Speaker 2
let me check if i can find your record in the system. one moment please. by the way, is this your phone number one three zero one eight zero three zero nine three six? let me. check if i can find the information in the system. I apologize. I cannot find it in the system. And um, I have your first name and last name please and can you please call okay. all right. Jonathan then last name the Maggele right? We also have your email address. And can you also spell it out for me?
01:00
Speaker 1
So it is going to be J-A-I-M-a-j-l@ gmail.com. [silence] It's Jay and then my last name at gmail.com. [silence] That is correct. [silence] Model number Yes ma'am. [silence] It's going to be Marie X-Ray 5.5 Echo Charlie. [silence] That's the model number. [silence] Serial number is going to be four, three kilo one zero Marie to a Bravo 12404. [silence]
02:00
Speaker 2
Okay. So it's just your last name at Gmail.com. Okay. J-A last name at Gmail.com. Thank you so much. We also have the model number and the serial number of the product. You can find it on the label underneath the device. Yes. Okay. We also have - Thank you so much. We also have the serial number. Okay. So the serial number is 438948039. 1 0 merit, 2 8 Bravo, 1 2 4 0 4, right? Thank you. Are you calling from the United States right now? We also know your internet service provider. Okay, thank you so much. Let me check the warranty status of your device. Please give me 2 to 3 minutes. Well, by the way, while I am checking the warranty status of your device, would you mind giving me a brief description of your concerns? Yeah. So, how many length is nuts. [silence]
02:00
Speaker 1
three, that is correct, yes, man. Yes, I have, so I, like I said, I've, yeah, I've already gone and tested it, like, where the other one is plugged in. I unplugged it and used it on the other one. This one doesn't turn on and then I
04:00
Speaker 2
you have in all. Okay. So only one node is not turning on, right? Thank you so much. Please hold on, I am checking. By the way, have you already tried plugging the router to different working power outlets? the you double check.
04:00
Speaker 1
[silence]
05:00
Speaker 2
Not yet. Thank you so much for clarifying. By the way, I can see that this product is outside its warranty period, but I am glad you called and let's take a look at the issue together and see what we can do for you today. Just to set the right expectations, since the product is outside warranty, replacement options would still follow the warranty policy. But we can absolutely take a look at the issue and see what we can do, okay? Yes, correct. We can no longer replace it since it's already outside of the warranty period. And it was it already reach end of life phase. Mhm. I'm sorry to hear that.
05:00
Speaker 1
that um there's no power going to it so um I just wanted to see if it was in warranty. I appreciate your help though. Uh no ma'am. You too bye bye.
06:00
Speaker 2
I appreciate the wrist. You still have other links device that you would like me to assess you with. Thank you so much for contacting links with technical support. Once again, my name is Zosana. Have a great day. Take care. [silence]
06:00