V2 Rubric Detail — 0b089ce4-6b17-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 13:10
Duration
7m 50s
Contact
Patrick O'Donnall
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133894
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.25/5
Technical2.50/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall35.1% (-22.9)

V2 Grader Summary

The agent correctly identified the device was out-of-warranty and offered paid support or a self-help guide, but provided no troubleshooting, resolution, or meaningful assistance. The interaction lacked ownership, technical engagement, and effort reduction, leaving the customer's issue unresolved despite a clear opportunity for best-effort guidance.

V1 Case Analysis

Customer unable to connect MX2000 to new Spectrum modem. Agent offered paid support, then promised a generic fix-it guide via email after decline. No troubleshooting performed, email not confirmed, call ended abruptly.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent pushed paid support immediately without attempting any basic troubleshooting (e.g., WAN port check, router UI access, modem status verification).
  • No verification of the customer's email address before promising to send information.
  • Call ended abruptly without a clear recap or confirmed next steps, leaving the customer uncertain.
  • Serial number was provided by the customer but not captured or confirmed by the agent.
  • No attempt to access router web interface (http://192.168.1.1 or http://myrouter.local) or check WAN status.
Positive Highlights
  • Correctly identified the router model (MX2000) from the customer's description.
  • Correctly identified the ISP as Spectrum, which is relevant for modem compatibility checks.
  • Offered a self-help path (email guide) after the customer declined paid support, which is better than no path.
  • No technical inaccuracies were found in the agent's statements per KB review.
Agent Errors / Gaps
  • Did not follow standard troubleshooting flow (no isolation of modem, no router UI access, no WAN connection verification).
  • Failed to properly capture or confirm the serial number despite customer providing it clearly.
  • Offered paid support before providing free self-help options or attempting basic triage.
  • Did not confirm the customer's email address before promising to send information.
  • Ended the call without a clear closure or recap, leaving the customer without actionable guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue or provide any actionable troubleshooting; ended call after offering paid support and an email guide.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed—no questions about connection type, LED status, or direct modem test; jumped straight to warranty and paid support.
R3 Met Correct resolution path conf 96%
Agent correctly identified the device was out-of-warranty and offered the appropriate options: paid support or self-help guide.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify symptoms, ask diagnostic questions, or determine root cause; no logical process followed.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools (e.g., remote access, logs, KB) were needed or could be used since no troubleshooting was attempted.
T3 Met No misinformation conf 96%
Information provided (OOW status, $15 fee, promise to send guide) was factually accurate and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent set expectation about warranty and support options but lost control by ending abruptly without confirming understanding or closure.
C2 Partially Met Confirmed understanding conf 93%
Agent used simple language but did not adapt to customer’s repeated confusion or verify comprehension of next steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership—declined to assist without payment and ended call without ensuring customer had a path forward.
O2 Partially Met Proactive follow-through conf 92%
Agent mentioned sending a guide after the call but gave no confirmation, timeline, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted—the issue was basic setup, not complex or requiring L2/L3 support.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 94%
Agent apologized and used polite language but ended call abruptly, lacking sustained empathy or acknowledgment of frustration.
X2 Partially Met Tone & rapport conf 93%
Agent did not adjust pace or tone despite customer’s difficulty hearing and repeating information; missed cues for clarification.
X3 Not Met Overall experience conf 96%
Customer repeated information multiple times (name, model, issue) and was given no immediate help, increasing effort unnecessarily.
Call Transcript16 turns · 16 lines
Speaker 1
Good morning. My name is Patrick O'Donnell, and I have a Linksys router that I purchased, oh, I don't know, a year, year and a half ago. And I'm trying to connect it to my modem. I have a new modem, brand new modem from Spectrum. [silence] Good morning. My name is Patrick O'Donnell, and I have a Linksys router that I purchased, oh, I don't know, a year, year and a half ago. And I'm trying to connect it to my modem. I have a new modem, brand new modem from Spectrum. [silence] Good morning. I'm trying to connect my Linksys router, a year, year and a half ago. And I'm trying to get my Linksys router to my modem. I have a new modem, brand new modem from Spectrum. I have a new modem, brand new modem from Spectrum.
00:00
Speaker 2
Welcome to Lynxys 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 please have your devices 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'm trying to connect the router to the modem. The modem is working fine, it's producing the internet signal that it needs to produce to operate my computer. However, I got to figure out how to connect my router to the modem. Now, I have the Linksys application that I have looked, downloaded on my cell phone. So what should be a what should hopefully be about a five minute or six minute affair is probably going to turn into two hours, but I need your help to connect my, my router to my, the modem. I believe it is. Well, I don't know if it's my first time ever, but it might be. Oh, yeah.
01:00
Speaker 2
Okay, so I do. Hmm. Okay, so I totally understand, uh, your concern all about, uh, Patrick, but is this your first time calling us for support? Okay. And are you calling from United States? Hmm. Okay, so you would like me to check?
01:00
Speaker 1
All right. Hang on a minute. You're coming in a little garbled. I've got to get you on speaker somewhere or other. My last name is, uh, [unclear] capital O, apostrophe, capital D, O-N-N-E-L-L. 5624009494. That's recently new. That's a couple of years new. But you may have a former you may have a former phone number. If you want that, I can give that to you. [unclear]. P-A-T-O-D-O-N-N. O at aol.com.
02:00
Speaker 2
Hi there. Mentioned earlier that your first name is Patrick, how about your last name? Okay, may I know your last name? O'Donnell, okay. and your call-back number? And your, yeah, it's okay. And your email? And how many links or router do you have, sir?
02:00
Speaker 1
just one. Yeah. Now take me a minute because it's little bitty letters and I'm wearing my glasses. serial number is 50 Delta. 10. Mike. 2 five Charlie. 1, 7 9 3 8. I've got to try to get you on speakerphone. I can barely hear you. Hang on. Let me see what I can do. Right, pg yo. Creativity. Uh. Hmm. Let me try this.
03:00
Speaker 2
Can you please provide a server number? Okay, so the modern number of your LinkedIn is device.
03:00
Speaker 1
Did I lose you? Are you still there? It's an MX what? MX-2000, yes. That's correct. Correct.
04:00
Speaker 2
Sure. The model number of your Linksys device is an MX 2000. Yes. And your Internet service provider is spectrum. Now, before we proceed, I would like to set expectation regarding of the warranty status of your Linksys router. Like I said, it indicates in our system that this router is no longer under warranty. And I really apologize, dear, that live support is no longer available. However, we have paid support, so I can still assist you setting up your Linksys router again, since you have a new modem, but you need to pay $15, and it's good for 60 minutes.
04:00
Speaker 1
Oh, for God's sake. Amazing. Okay, so technical- technical support really isn't technical support. It's whatever you guys need to do in order to get paid to do it. All right. Oh, paid. Okay, that way I can still get back to you if I work through this and it can't work, right?
05:00
Speaker 2
shooting. Be, but Yeah, but if you doesn't want to proceed with the paid support, I totally understand that one, Patrick. I can also send you our Wi-Fi fix-it series guide that has quick and easy solutions for common out of warranty issues that include how to properly set a router and how to set up our mesh devices from Linksys and I'm going to send it after my call, after this call via email. Yes.
05:00
Speaker 1
All right. That's, yes. That's, uh, that's absolutely. Okay. I will do that. So you're sending me an email then, correct? All right. Do you have my email address? All right. All right. That's all correct. That's. Okay. Well, again, thank you very much for your time. Bye bye.
06:00
Speaker 2
[silence]
06:00
Speaker 1
Oh, I'm sorry. I thought you got the top of my got turned off. I'm trying to figure out how to do it. And again, I'm not sure how to do that either. yeah, but I ought to be able to know how to turn a damn phone off. yes, go yes, go ahead, please. okay.
07:00
Speaker 2
Hello? It's okay. Can you please hand this call for me, Patrick? Bye. Yeah, it's okay. Would you like me to hand this call for you? Yeah, it's okay. I will--would you like me to do it on your behalf? Okay. So thank you so much, Patrick, for calling us, Linksys, and have a great day. Take care. Bye.
07:00