V2 Rubric Detail — 186c315a-6605-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-12 02:19
Duration
13m 16s
Contact
Manuel Rincon
Issue Type
Firmware Update
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00133189
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution0.00/5
Technical1.56/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall12.7% (-35.3)

V2 Grader Summary

The agent failed to conduct any diagnostic troubleshooting, incorrectly declared the device end-of-life, and defaulted to a paid-service offer without attempting resolution. Communication was poor, with repeated information requests and no adaptation to customer needs, resulting in an entirely unresolved case.

V1 Case Analysis

Customer asked if mesh nodes need a firmware update due to slow internet. Agent could not verify model, incorrectly claimed warranty expired, offered paid support, and directed customer to check the Linksys app. No concrete update steps were provided; issue remains open.

Troubleshooting Steps
  • Collected serial number (garbled) and attempted to locate device record.
  • Checked warranty status in system (incorrectly marked as expired).
  • Advised customer to look for updates in the Linksys app.
Key Observations
  • Agent mis‑identified the warranty status and prematurely offered paid support.
  • No concrete firmware‑update instructions were given; only a generic suggestion to use the app.
  • Customer’s device information was not captured accurately, leading to confusion and lack of proper troubleshooting.
Positive Highlights
  • Agent remained polite and attempted to gather contact information.
  • Agent offered to send a follow‑up email with a KB article.
Agent Errors / Gaps
  • Incorrect warranty determination (device actually may still be under warranty).
  • Failed to verify the exact product model before providing guidance.
  • Did not perform any technical troubleshooting (e.g., checking firmware version, speed test, router admin page).
  • Offered paid support without first exhausting free troubleshooting steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or confirm if a firmware update was needed; closed with a promise of an email but no verification of resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted (e.g., speed test, firmware check, node status); agent immediately defaulted to warranty status after failed model identification.
R3 Not Met Correct resolution path conf 96%
Agent treated out-of-warranty status as a reason to stop helping rather than offering best-effort troubleshooting (e.g., checking firmware, guiding to web UI).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify symptoms systematically; did not ask about wired vs. wireless speeds, LED status, or current firmware version.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent used internal system to check serial number and warranty status, but did not use KB articles or direct tools (e.g., remote diagnostics, web UI guidance) to verify firmware.
T3 Partially Met No misinformation conf 89%
Agent correctly stated firmware can be checked via the Linksys app, but inaccurately claimed device was end-of-life when manufactured in 2020 (3-year warranty would expire ~2023, not 2024).
Communication
C1 Not Met Clear & professional language conf 95%
Call had long silences, repeated requests for model/serial, and no clear agenda; agent lost control when customer became frustrated.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms like 'SKU' without explanation, misheard model number repeatedly, and did not confirm understanding or adapt language.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent offered paid service instead of attempting resolution and did not take ownership beyond promising an unscheduled email.
O2 Partially Met Proactive follow-through conf 88%
Agent committed to sending an email with a troubleshooting guide, but provided no timeline or confirmation of follow-up action.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent expressed generic apologies ('I am really sorry for the inconvenience') but did not acknowledge the customer’s specific frustration about recent purchase and sudden obsolescence.
X2 Not Met Tone & rapport conf 94%
Agent maintained a rigid pace, repeated misunderstandings, and failed to adjust tone or check comprehension despite customer confusion.
X3 Not Met Overall experience conf 95%
Customer had to repeat model and serial information multiple times; agent failed to use gathered data to streamline the interaction.
Call Transcript28 turns · 28 lines
Speaker 1
Welcome to linkages of fortune. place. I yes. I want to see if there's anything regarding my mesh towers, is I want to see if there's they require an update because the internet's been running slow as of late and I have one gig of
00:00
Speaker 2
Welcome to [silence] LinkSys support. [silence] To ensure quality service, [silence] your call may be [silence] monitored. [silence] For in [silence] warranty products, [silence] our support team is available [silence] to help with performance and hardware issues. Register your product by visiting register.LinkSys.com. [silence] Please have your device [silence] serial number ready. For assistance, [silence] press one now. [silence] For out of warranty products, [silence] paid support [silence] may be available. [silence] Please have your device's [silence] serial number and [silence] contact information ready. [silence] If unavailable, [silence] kindly call back later. [silence] For out of warranty product, [silence] paid support option [silence] may be available [silence] depending on the issue. [silence] Thank you for calling [silence] LinkSys. This is Ruby, how can I assist you? [silence]
00:00
Speaker 1
But in my spectrum cable internet. So that's pretty strong. This shouldn't be happening here. Yeah, they told me to call you because maybe there's an update that I need to do to my mesh towers. There are the big wide ones. the fat wide ones. Okay, let me look it up. Yeah, I'm going to get one of them right now.
01:00
Speaker 2
Oh, so you're experiencing slow internet right now, sir. on your ISP is Spectrum. Okay, let's check. What's the model number of your mesh? Hm. Huh. Yes, sir. Uh what's the model number? You can check at the bottom. You are with the physical device right now. Okay. Uh huh.
01:00
Speaker 1
okay model serial number or what do you need I have a Vela set up C7A and then serial number three two Nancy 10 Mani 3 Apple Apple 04996 correct Um Where is the model number? Yeah.
02:00
Speaker 2
Yes . Let me repeat . So it's 32 N9 C10 M3 Alpha Alpha zero 4996 and the model number . You can see at the sticker SKU . [silence]
02:00
Speaker 1
00:03 recovery key 00:05 Mac address [silence] 00:22 I need a serial number, Mac address, recovery key, password, 00:29 develop setting, C7A. [silence] 00:33 Password. [silence] 00:37 develop setting, C7A, [silence] 00:48 no, I called before. [silence] 01:15 562 577 4111. [silence] 01:17 577. [silence] 01:34 three. [silence] 01:47 562 record 577.
03:00
Speaker 2
i'm not not the mac address it's SKU yeah yeah depot set up c7 a okay and so this is your first time calling Linksys let me check if I can pull up your record sure what's your phone number five six two two five seven four one one one. Let me check if I can see
03:00
Speaker 1
74111 Pluto Manual right or many many many but maybe to my son Isaac Connie R.C.O.N. Rincon and Rico on corner Investments
04:00
Speaker 2
Okay? And there's no record under this phone number, sir? So let me just gather your information, okay? To create your case, so this is your best contact number. What's your first name? So your first name spells Mama Alpha, Nancy Uniform, Echo Lima, manual. And can you spell out? Okay, mine. Uh oh, no worries. How about your last name? R R, I N? Okay, Lincoln. How about your email address?
04:00
Speaker 1
corner investments.is.:selforrect at gmail.com. C-O-R-N-E-R investments.is.selforrect at gmail.com. C-O-R-N-E-R corner. You know what a corner is? C-O-R-N-E-R. Corner. I'll see you at the corner. Thank you.
05:00
Speaker 2
Can you spell it out? Mm. Investment. So, corn, Corna Investment. at Gmail.com. So it's, Corna Invest, it's, no, it's C-O-R-N-E-R, or so it's Corn AR Investment at gmail.com. Okay, so, corner, C-O-N-E-R. OK. OK. Ah, sir, just give me a minute. Let me check the serial number, K, and leave stay on the line. Thank you, sir.
05:00
Speaker 1
Junk that one. The people who testified, Francis Chilco, you compared, the martyr former employee were angry. They had an asteroid. And for some freedom, that's not a Jersey. I'll mess with a catalog. So the room
06:00
Speaker 2
sir, kindly double check the model number at the bottom, sir, because I can't see it here. I mean the model number, sir. Yeah.
06:00
Speaker 1
The statement "Jurassic" junks. Oh boy these people can't The white fat Towers. Fifth. Sorry, I'm sorry.
07:00
Speaker 2
Okay, let me just double-check it here. Okay. Just give me a minute. Oh, yes, I can see it here. So, how many white towers do you have, sir? Okay, so five. So upon checking it here, sir, this device already on expiration hit expiration date already, sir. So I am really sorry that there's no more technical support for out of warranty device. And then, yes, sir. And then for out of warranty device, sir, there's like an option for you to avail for the paid service for $[REDACTED_PAYMENT_DIGITS] It's purely for troubleshooting that will last to one hour. [silence]
07:00
Speaker 1
You're kiddin me. They're not even that old. How can it be in the life already? Huh? No, these are, I got these in twenty four. It can't possibly be... Already. All I need to, I'm, I'm askin you, is there an update that needs to be done to these or?
08:00
Speaker 2
and upon checking it here also sir this device belongs to the of life for so we can if you want to avail for the paid service yes we can try but again this belongs to the end of life already sir so it's not a guarantee that it will work cause this has a three years of warranty so it already expired last around 2000 of to sir do you have the resource you can send up their seat so we can validate
08:00
Speaker 1
I mean, if that's what Spectrum told me, to call you because there may be an update that may be needed. Yeah, stuff. Yeah. Yeah. Uh huh. Let me. Uh huh. Yeah, it's very unfortunate because.
09:00
Speaker 2
You can check on the Linksys application, sir. For example, if there's an update available. So, you can just update on the Linksys app. And if you mentioned that this still in warranty, you can send us the receipt, sir. Just send a copy. Okay, I'll send you an email after this call. Attach the receipt of the device and it will update on my system. And then I can make a follow-up on this one. So, I can always, uh, after this call, I will guarantee you that I will send you an email, attach the receipt or the proof of purchase of this device. I am really sorry for the inconvenience, sir. [silence]
09:00
Speaker 1
Is, uh, they're only about two years old, so I guess they cost another $700 for these things? That's ridiculous. The [silence] already left. The outfit [silence] was, um, it was not able to fix the program properly. [silence] All right. [silence] So is there a update that needs to be done to these things or are they done automatically?
10:00
Speaker 2
yes, thank you. um, yes, sir, so it's really much better if you can send us the receipt, sir. so again, let me repeat the serial number. it's M3239C010M03alpha alpha04996, right? mm-hmm. this was manufactured last October 2nd, 2020. so when you calculate, I'll say three years, so when you add three years, it expires last around 2023 or 24.
10:00
Speaker 1
Can you answer that? [silence] Okay, I opened it up right now. Getting router settings. [silence] Okay. It shows three nodes. [silence] Devices. Safe browsing. Parental controls. Guest networks. Speed check. Priority notifications. Network administration. Advanced settings. Just [silence]
11:00
Speaker 2
Yes, sir. It will be automatically update. Or you can access your links app application, sir. I'm sure you have the links app so you can see right there. If there's update available, then if there is, then you can update the firmware. And then, sir, if you want to proceed, okay, you can avail for $15 service to dose just check on the links his app if there's update available. Yeah, can go to connected.
11:00
Speaker 1
Okay, but where do I check to see if it's updated? Has a updated software update Got it. All right. Thank you. All righty. Thanks again. Bye bye And
12:00
Speaker 2
I will send you, sir, more about this product. Okay, so you can check how to update or if you want a troubleshooting, then I can send it to your email address. So you can just follow the troubleshooting guide, sir. I'll send you, sir, the article regarding this one. So you have a guide. It's much better if you have a guide, sir. So I'll send you the article. Okay. Yes, sir. Have a nice day. So you're welcome. Expect an email from me after this call. Thank you, sir. You're welcome, sir. Bye.
12:00
Speaker 1
I'm sorry, no data query is available at this time.
13:00
Speaker 2
And you may end the call. Thank you, sir.
13:00