V2 Rubric Detail — 0b6c0548-6c13-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 19:14
Duration
5m 21s
Contact
Zina Smith
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Agent engaged in Avoidance/Evasion (critical failure B) by refusing to troubleshoot a core Linksys product issue and deflecting responsibility to a third-party device without evidence.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to recognize or address the actual issue — two non-connecting Linksys mesh nodes — and instead incorrectly blamed Alexa devices. No troubleshooting, escalation, or ownership was demonstrated, resulting in a complete failure to resolve the case and constituting a critical avoidance violation.

V1 Case Analysis

Customer reports two mesh nodes (Velop) not connecting after factory reset; agent incorrectly blamed Alexa device and gave no troubleshooting; call ended without resolution.

Troubleshooting Steps
  • Asked if other devices (Alexa) were working
  • No further technical steps taken
Key Observations
  • Agent misdiagnosed the issue as an Alexa device problem.
  • No collection of product model, serial number, or warranty status.
  • No relevant troubleshooting steps were performed; call ended without resolution.
Positive Highlights
  • Agent maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Incorrect problem identification (Alexa vs. mesh nodes).
  • Failure to follow standard protocol: no model/serial collection, no case creation, no warranty check.
  • No troubleshooting flow for mesh node connectivity (no reboot, LED check, pairing steps).
  • No escalation or clear next‑step guidance provided.
  • Provided irrelevant information and repeated confusing statements.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent stated the issue was with the customer's Alexa device and closed the case without resolving the actual problem — two Linksys mesh nodes failing to connect — leaving the core issue unresolved.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed (e.g., checking node LED status, rebooting, verifying firmware, or accessing the router interface); agent immediately attributed the issue to a third-party device.
R3 Not Met Correct resolution path conf 98%
Agent incorrectly classified a Linksys hardware connectivity issue as a third-party device problem, failing to follow the correct resolution path for non-connecting mesh nodes (which requires investigation or escalation).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify the symptom (nodes not connecting despite being reset), asked no diagnostic questions about the nodes, and failed to determine root cause, instead misattributing the issue to Alexa.
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used (e.g., no guidance to check web interface, LED behavior, or network topology), despite the issue requiring diagnostic verification.
T3 Not Met No misinformation conf 98%
Agent provided materially inaccurate information by asserting the problem was the Alexa device, when the customer clearly described two Linksys nodes failing to connect to the network.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to frame the interaction, set expectations, or maintain control; conversation included long silences, filler words, and no structured flow.
C2 Not Met Confirmed understanding conf 94%
Agent used generic, non-adaptive language and did not confirm understanding or adjust communication style to the customer’s confusion and frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided responsibility for the Linksys node issue and deflected to Alexa support instead of owning the case or escalating appropriately.
O2 Not Met Proactive follow-through conf 95%
No clear next steps, timelines, or follow-up commitments were provided; only suggestion was to contact another vendor.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
No escalation was made despite a clear hardware connectivity issue with Linksys nodes that persisted after factory reset — a valid trigger per escalation guidelines.
E2 Not Met Escalation prep & handoff conf 96%
Since no escalation occurred, there was no execution of escalation details, correct team routing, or customer notification about escalation.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy, did not acknowledge customer frustration or repeated effort, and used only transactional, scripted responses.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace to match the customer’s emotional state, which included confusion and frustration, leading to disengagement.
X3 Not Met Overall experience conf 97%
Customer had to repeat the issue multiple times and was directed to external support without first attempting internal resolution, increasing effort.
Call Transcript11 turns · 11 lines
Speaker 2
Welcome to Linkeus support. To ensure quality service, your call may be monitored for Inwinerity products, our support team is available to help with performance and hardware issues. Please register your product by visiting registered.com. Please have your device serial number ready. For assistance, press 1 now. For Out of Warranty products, paid support may be available, depending on your issue. To hear more about your service options, Please select from the following options. For Inwinerity products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For Out of Warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2 To hear these options again.
00:00
Speaker 1
Hi, Joy. I am having a problem with my linksys. They are not, my Wi-Fi is connected to everything, right? But I have two, I have two.
01:00
Speaker 2
press 8. please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty, 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. Um, Um. Hi, thank you for calling Linksys, this is Joy, how can I help you today?
01:00
Speaker 1
Oh Jesus. My mind just went away. Alexis two amenities that's not working it it keeps telling me it's not connected to the internet. Yes. I have one of them that's working working perfectly fine. But I have one in my bedroom and I have one in my um third bedroom upstairs. And those are the only two that's not connecting. I I've set them back to factory setting and everything and they still just not connecting to and I have the um the lex I have the Lynx um towers right by them and it's not get it's not getting through. They're green. Yes.
02:00
Speaker 2
your Alexa device. What's the light of the links is towers? all of them. But how about your other device? [silence] your town? [silence] linked is Awesome. [silence] you installation finder. [silence]
02:00
Speaker 1
Yes. Yes. [silence] ButBut that's what I'm saying. Everything else is connected but those two, right? And it was working perfectly fine. And all of a sudden, it just stopped. I set it back to the factory like it's brand new so I could just do it all over again, and it still won't connect back to it. I unplugged them. I did everything.
03:00
Speaker 2
So when you try to connect your other devices, are they working fine except for those Alexa? Because if your other devices doesn't have any problem, then that means it's your Alexa that you need to just fix. We don't have to change something on the router if the other devices are working fine because that might affect your connection. Regarding with third-party devices ma'am, we it's out of our scope.
03:00
Speaker 1
the technical support for the Lexus devices. Okay. All ready. Thank you. I appreciate it. And you have a good day. All ready. Bye bye.
04:00
Speaker 2
So, we really don't have the capability to troubleshoot it. But if your router is working fine, then you don't have to do something for that. And if you have a problem only with that Alexa device, you need to call their technical support instead. [silence] Yes, ma'am. Since your router is working fine and the other devices are working too, except for that, so that means there's no problem with your network. It's just with your Alexa device that won't connect to the network. Yeah. [silence] You're welcome. [silence] You too. [silence] Bye.
04:00
Speaker 1
Oh, I'm sorry, I thought I hung up, I'm sorry. [silence] Okay.
05:00
Speaker 2
We can end the call now ma'am. Thank you. [silence] [silence]
05:00