V2 Rubric Detail — 0ff8ee90-63ae-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 02:51
Duration
8m 32s
Contact
Katie Banks
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132717
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall24.4% (-3.6)

V2 Grader Summary

The agent failed to perform any troubleshooting for an MX2000 with internet connectivity issues, offering only self-service articles or a paid support option. Despite the device being out of warranty, best-effort troubleshooting was expected but not delivered. No diagnostic steps were taken, and customer effort was increased through repetition and lack of guidance, resulting in an unresolved case with poor empathy and communication adaptation.

V1 Case Analysis

Customer (MX2000) reports no internet. Out-of-warranty. Agent offered paid Connect service and self-help but provided incorrect URLs and performed no troubleshooting. Customer declined and will call back.

Troubleshooting Steps
  • Verified serial number and model.
  • Checked warranty status in system.
Key Observations
  • Agent did not perform any basic troubleshooting (power-cycle, modem verification, WAN settings).
  • Agent provided two invalid URLs: 'support.links kid' [05:00] and 'support.com' [07:00], which are materially incorrect.
  • Agent moved immediately to paid support without attempting free, safe triage steps.
  • Agent failed to confirm customer's email address before offering to send instructional content.
  • Agent collected model, serial, and warranty information correctly.
Positive Highlights
  • Collected serial number and model number.
  • Identified out-of-warranty status accurately.
  • Offered paid Connect service option per policy.
Agent Errors / Gaps
  • No basic connectivity troubleshooting performed.
  • Provided two incorrect and unsafe support URLs (support.links kid, support.com).
  • Jumped to paid support before attempting free diagnostics.
  • Failed to confirm customer email before promising email with resources.
  • Did not validate or correct the customer's email spelling (Katie Felicia Felicia at yahoo.com).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
No resolution achieved; issue remained unresolved and no valid troubleshooting path was completed.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (reboot, LED check, firmware, ISP settings) were attempted or advised.
R3 Not Met Correct resolution path conf 93%
For an out-of-warranty device, best-effort troubleshooting (e.g., reboot, config check) was required but not provided; agent defaulted to self-help or paid support immediately.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not identify symptoms, ask about LED status, modem sync, or PPPoE settings; no diagnostic process followed.
T2 Not Applicable Appropriate tools / resources used conf 91%
No tools (admin UI, speed test, remote session) were used or needed due to lack of troubleshooting.
T3 Met No misinformation conf 97%
Correctly stated out-of-warranty status, provided accurate support.linksys.com URL and correct $15 fee for Connect service.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent opened call professionally but included irrelevant commentary (e.g., 'We need a name of the Executive') and failed to maintain agenda control.
C2 Partially Met Confirmed understanding conf 86%
Used simple language but relied on scripted responses without confirming customer understanding or adapting to confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent stayed on the call and did not transfer, but did not take ownership of resolving the technical issue.
O2 Not Met Proactive follow-through conf 92%
No specific next steps or timelines were set; only action was customer’s decision to call back tomorrow.
O3 Not Applicable Closure confirmation conf 99%
Confirmed first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and none was warranted given the lack of troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 89%
Failed to acknowledge customer’s frustration with warranty status or repeated ISP contact; minimal empathy shown.
X2 Not Met Tone & rapport conf 88%
Maintained a generic, script-driven tone despite customer fatigue and expressed difficulty; no adaptation to emotional state.
X3 Not Met Overall experience conf 91%
Customer repeated information (model/serial) and was directed to self-service without agent-side troubleshooting, increasing effort.
Call Transcript16 turns · 17 lines
Speaker 1
[silence] Hi Abby, my name's Katie and I have a Lexus [silence] Atlas six system and I'm pretty sure it's part of the [silence] two [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 1 now. for out of warranty products, paid support may be available. 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 Epi. How can I help you?
00:00
Speaker 1
probably out of warranty, but at any rate, I still do need um work. I I need help because it's not connecting to the internet and I've been on um with spectrum and they did everything on their end and now they say it's a Linksys problem, but I have my serial number, if you want to check. Um the model number. Um let's see. The serial number is right here. Let me see if I can find you the model number. Um the the serial number is 501 525 2691.
01:00
Speaker 2
okay. Okay. Okay. Okay. Okay. Yes, can I have the model number? Yes. model number and the serial number, ma'am.
01:00
Speaker 1
[DOWNWEIGHT] K8 B'S 1 J 25 FC 2, 3 8 8 4. 85 3 and the model number let me see about that see. It's on the bottom here isn't it I imagine. Um no C. Oh I see MX 2000 Katie K A T I E Banks B A N K S uh when I bought it it's uh it could be on Felicia Katie Felicia Felicia at yahoo.com. It's spelled K A T I E F I S E N F R A N K E L I C E S.
02:00
Speaker 2
[mum] try to look at the front MX-2000, alright, and let me just create a record ma'am. Can I have your name? And your email address?
02:00
Speaker 1
at yahoo.com. crazy. I'm not quite sure, honestly. Probably at least two years, you know, maybe more. I have no idea. I'm sorry, ma'am. I'm sure it's out of warranty. [silence] No, but I bought it directly from you. If you look under my email, I'm sure you can find it.
03:00
Speaker 2
uh at yahoo.com okay all right thank you so much for that ma'am now um uh how long have you been using this device uh okay so around two to three years okay all right ma'am so yeah actually the device shows um based on our system that it's out of warranty okay and you don't have the receipt you no longer have the receipt for this one right [silence]
03:00
Speaker 1
Okay. Just one and then the you know the the net thing you know that you know the extender things you put around that's not what you mean right? Oh it was a three pack? Is that what you mean? Yes. Yes there was three of them in my pack. I wish I was more technically inclined. I'm muy sorry that I'm not.
04:00
Speaker 2
Okay, hold on. Let me try it. So how many MX2000 you have? Just one, yes. So how many uh, nodes you have? The the white ones. Okay. I'm sorry, huh? Okay. No, it's okay. it's all right, Ma'am. Yeah, I just uh, check actually the record here. and your antenna is good. This is a basic AA seven simple setup, but for a bit of problem. How to how to fix it? Give me a minute. Let me let me have a look. Okay. Oh, the 187, okay, I found it. Based on your based on the email ma'am, so it was it was created or the the account was created January 26th, 2023, so it's really out of warranty. Okay, so, um, yeah, here's the thing, uh, Ms. Katie, since your device is already out of warranty, let me just inform you that for out of warranty devices, your are no longer covered for fee technical support. Okay, however, I can give you two options for this ma'am. It's either you'll go for our website, which is support.links kid you can find their articles and how to set up this MX2000 router, because it seems that um, it's not communicating with your modem. So that's the reason why you don't have internet connection. Okay, so there's a need for you to reconfigure that. You can also take it back to the organization where you've bought it for you to have some pieces of advice on their end as well.
04:00
Speaker 1
Well, um, and you think we can do this at a very short time if I paid the $15. Or do you think it'd be better if I just waited till tomorrow? [silence]
06:00
Speaker 2
Okay. So that is our website support.linksys.com. So the second option is our paid Connect service, which will cost you $15, obviously, it's gonna last for 60 minutes of troubleshooting. Okay. And the service ma'am is non-refundable. So I can walk you through the process, but then again, there's a fee for the service and that is $15. So, how would you like us to proceed Miss Katie? Okay, well that really depends on, if the device is cooperative, you know, if it's if it works right away.
06:00
Speaker 1
Okay, okay, well I'm just going to wait and call back tomorrow then, okay, and we'll call back tomorrow. I'm so tired and it's already so late. So I'll just I'll just do that. Thank you very very much and I will do that. Um
07:00
Speaker 2
then that would be great, but there are cases that, you know, some the device will not work. I mean, it will not communicate right away with your modem. So there's a need for us to change some settings, adjust some settings in order for it to work. So it's really not a guarantee that we would be able to have this fixed right away. Yeah. [silence] Sure. No problem. Mm-hmm. You may try that. And I can also send you an email. Okay. You may also check that. If you don't get any in there, you may also contact us our social media accounts like Facebook and Twitter, and we're always there to help you out. No other problem. [silence] We need a name of the Executive. I think, Boss, Tim deserves Executive but part-time. [silence] The person finished. See you later. [silence] Sure, I know. It's really late. Mm-hmm. You're very welcome, ma'am. Well, you can always visit our site, support.com. You're welcome. Yeah. [silence]
07:00
Speaker 1
Huh. Well, you've been very helpful, and thank you for your time, and we'll just. All right, thank you. Thanks. All right. Bye-bye. Bye-bye. [silence]
08:00
Speaker 2
that email because there are instructional videos from that email it might help you set up your device okay? so you may try that uh as well yeah before you call us okay? so you won't have to spend any money okay No worries thank you for your time as well ma'am yes you too have a great night and thank you for calling Linksys bye bye
08:00