V2 Rubric Detail — 0fc1b51c-6f5f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 23:55
Duration
8m 14s
Contact
Justin Foster
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134546
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 v2_Reconfiguration of the router

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall30.4% (+10.4)

V2 Grader Summary

The agent failed to perform meaningful troubleshooting or provide accurate information, instead offering passive solutions for an out-of-warranty device. While a next step was clearly communicated, the lack of technical engagement, factual errors, and absence of empathy left the issue unresolved and the customer unsupported. The interaction falls short of OOW best-effort standards and technical accuracy requirements.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent offered an email with a video link but did not resolve the internet connectivity issue or guide the customer through any reconfiguration steps.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent asked about ISP, modem setup, and prior troubleshooting; advised testing modem directly with a device, which is a relevant diagnostic step even if not executed during the call.
R3 Not Met Correct resolution path conf 92%
Despite the device being out of warranty, the agent skipped best-effort troubleshooting (e.g., guiding through PPPoE setup, WAN check) and immediately pivoted to paid support and passive options.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified the symptom (no internet after modem change) and asked targeted questions about modem functionality and reset actions, but did not pursue root cause with structured diagnostics.
T2 Not Met Appropriate tools / resources used conf 91%
No tools were used — agent did not attempt remote access, check firmware, or guide customer to test WAN connection directly, despite clear need for evidence-based diagnosis.
T3 Not Met No misinformation conf 95%
Agent provided incorrect URL 'support.links.com' instead of 'support.linksys.com'; misrepresented support policy by implying no free help for OOW devices beyond AI/email, contradicting OOW best-effort standard.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent collected customer info and framed the support options, but lost control by shifting to sales mode without establishing a troubleshooting plan or managing expectations.
C2 Partially Met Confirmed understanding conf 85%
Agent used generally clear language but mispronounced model number (e.g., 'W H W zero three V-Z') and did not confirm understanding, risking confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stayed on the call and committed to sending an email, but did not take ownership of resolving the issue, instead offloading effort to the customer.
O2 Met Proactive follow-through conf 97%
Agent clearly stated the email would be sent within 'three to five minutes' after the call, setting a specific timeline and next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was within scope for L1 support despite OOW status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent never acknowledged customer frustration, repeated efforts, or expressed empathy — interaction remained transactional and impersonal.
X2 Not Met Tone & rapport conf 91%
Agent used a scripted, one-size-fits-all tone without adapting to customer’s pace or confirming comprehension, especially during technical details.
X3 Not Met Overall experience conf 92%
Customer was left to watch a video alone; agent avoided performing basic steps like guiding through WAN setup or checking connection status, increasing customer effort.
Call Transcript14 turns · 15 lines
Speaker 1
[silence]
00:00
Speaker 2
welcome to linksys 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 be available depending on your issue. To hear, 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. Thank you for calling Linksys. This is Scarlett. How may I help you? Okay. [silence] So this is
00:00
Speaker 1
Yes. Okay. Um, let's see. I have a serial number right here. Uh, where is the model number? Let's see. Um, yes ma'am. It's two zero J two zero M three eight A two one zero nine six. Yes ma'am.
01:00
Speaker 2
like a re configuration of your links is device using a new modem right? right, so before we start can I have the model number and serial number of your links is router. yes. can you have the serial number first? okay, let me check if I got it correctly, it's 20 J for John, 20, and then M for Mary, and then number 3, and then A for Apple, A for Apple, 2, 1, 0, 9, 6. all right, and how about the model number? That's right below link.
01:00
Speaker 1
Thanks, it's w H w zero three V-Z Victor two three. It's uh spectrum. Yes, it's 859-806-3454. Justin Foster. So it's it's like a, it's like my name, Justin, then F O S.
02:00
Speaker 2
how many notes do you have? okay, and who's your internet service provider? okay. right, and can you have your phone number, sir, to create a record? and how about your first name and last name? and how about email address?
02:00
Speaker 1
2626@gmail.com [silence] yes ma'am it's red [silence]
03:00
Speaker 2
Okay. Again, your email address is your first name, Justin, J-U-S-T-I-N. And then F-O-S-2-6-2-6@gmail.com. Okay. And again, your Linksys router is a model number WHW03, and you've got three nodes. And this is for a reconfiguration using the new modem from Spectrum, correct? And right now, sir, the main node that we call this apparent node, what's the color of the light? Okay. Have you done any troubleshooting on your nodes? Thank you, Lindsay.
03:00
Speaker 1
Yeah, I mean I've powered down several times. I've reset it. Um... turned it on and off, unplugged it, all that good stuff. Yes. Um, all of the above. Um, no. So I actually am just using its, uh, just using Wi-Fi. So I don't have anything to plug it in. Mhm. So they said, so I talked to a Spectrum first and they said they got it set up on their end, but then it just wouldn't connect to the router.
04:00
Speaker 2
uh, what do you mean by reset? Like you reset the, you press the reset button, the reset button, or you just turn it off? When the computer is connected straight to the modem, sir, to the new modem, is the internet works fine on your modem? [silence] Yeah. Okay. We could like, um, but you haven't tested it yet if the modem, um, can like, um, provide internet connection to any devices, that's why you, uh,
04:00
Speaker 1
No, I don't know if I have anything I can try that with. Okay. Okay.
05:00
Speaker 2
to the modem. You haven't tried that, correct? Mhm. Okay, we could like um try to like set up or reconfigure again the router or your Lenosis computers, um to receive internet connection. But in any case, after that, if it's still the same, it won't work, then you need to test if the modem works uh fine with the internet. Like any devices can connect to the internet without the links is just the modem. Okay? All right. So, before we start for any troubleshooting on your Lexers word. Okay? Let me just inform you about the status of your router. It shows it here in our system that your router is already out of warranty and complimentary phone support or free technical support is no longer available. But you don't need to worry about it sir. We do have options for out of warranty Lexis devices. Okay? Our first option is you can take a advantage of our a.I tool you can be found on our website that support.links.com our second option is I can email you with a video link on how to set up this router to communicate to the new modem and our third option this is our one-time non-refundable technical support that the troubleshooting will last up to 60 minutes and this is our paid connect service that I can walk you through on how to reconfigure the settings of the the router okay this is our paid connect service that will cost you fifteen dollar fifteen dollar okay and in any case we find out device is defective after the troubleshooting, there will be no refund or replacement. And there's also no guarantee that we will be able to fix the issue. So, which option would you like to proceed? Sir?
05:00
Speaker 1
Yeah, let's try option two, I guess, the email. Yeah. Okay. All right. Thank you so much. Thanks, Charlie. Bye. Bye. Yeah. [silence]
07:00
Speaker 2
Okay, so the email that I can send it to you again, this Justin fós two, 626 at gmail.com. Okay, so just give me like, around three to five minutes, sir after we end our call so that I can send you the email, okay? Right, and again, you may also take advantage of our AI tool. It can be found on ours website that is support.LINKsys.com. Okay? Right, so you're welcome. So thank you for calling LINKsys. This is Carla. Goodbye for now. Okay, goodbye. [silence]
07:00