V2 Rubric Detail — 189aa20c-6032-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 16:26
Duration
5m 18s
Contact
Alex Wallace
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132263
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall32.5% (-23.5)

V2 Grader Summary

The agent failed to perform any diagnostic steps or provide a resolution, immediately defaulting to paid support despite the issue being within best-effort scope for an OOW device. While technically accurate about warranty and paid options, the interaction lacked empathy, adaptation, and effort reduction, resulting in an unresolved outcome with no meaningful progress.

V1 Case Analysis

Customer (MR8300) wired to internet but Wi‑Fi not visible; out‑of‑warranty, offered paid support and emailed Wi‑Fi Fix‑It guide.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not perform any basic troubleshooting before offering paid support.
  • Warranty status was clearly identified as out‑of‑warranty.
  • Customer provided model number but no serial number or ISP information.
Positive Highlights
  • Clearly communicated out‑of‑warranty status and paid‑support option.
  • Promised to email a Wi‑Fi Fix‑It guide for self‑help.
Agent Errors / Gaps
  • Skipped essential diagnostic steps (power cycle, LED check, WAN verification).
  • Did not collect or verify serial number or ISP details.
  • Moved directly to paid‑support offer without attempting free troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No resolution was achieved; the router still did not show up on devices, and no fix was implemented or confirmed.
R2 Not Met Diagnostic thoroughness conf 98%
Agent performed no troubleshooting — did not check LED status, WAN connection, or attempt access to the router interface before offering paid support.
R3 Not Met Correct resolution path conf 97%
Despite OOW status, agent skipped best-effort troubleshooting (e.g., power cycle, LED check, login attempt) and immediately defaulted to paid support.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms beyond 'not showing up' nor asked diagnostic questions about connectivity or device state.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — no attempt to guide customer to http://myrouter.local, check status lights, or verify physical connections.
T3 Met No misinformation conf 94%
Agent correctly stated warranty status and existence of paid support; no technical inaccuracies in information provided.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent introduced herself and set expectation about warranty, but failed to guide interaction toward problem-solving or maintain control of diagnostic flow.
C2 Met Confirmed understanding conf 93%
Agent used clear, simple language and explained the paid support option without technical jargon, matching customer’s communication level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent remained on the call and did not transfer, but relinquished ownership by not attempting any troubleshooting before deferring to paid service.
O2 Met Proactive follow-through conf 95%
Agent clearly stated next step: 'wait three up to five minutes for the email instructions,' providing a timeframe and action.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was basic setup, resolvable at L1 with effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for customer’s situation (army stationed abroad, struggling with setup); response was purely transactional.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s fragmented speech or apparent difficulty; continued with rigid script without checking understanding.
X3 Not Met Overall experience conf 94%
Added customer effort by requiring payment and waiting for an email, instead of guiding through immediate free troubleshooting steps.
Call Transcript10 turns · 11 lines
Speaker 1
[silence] Hi, my name's Alex Bottless, and I have a router here and it is connected to an ethernet cable to the internet, but it is not showing up on any of my devices.
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. 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. Hi, thank you for calling. This is Regina. I'm going to help you today.
00:00
Speaker 1
And I do not know how to fix that. It is, yes. I guess and no. I am in the army, and I'm currently stationed in Italy. So, I am yes. Alex, A-L-E-X. W-A-L-L-A-C-E. W-A-L-L-A-C-E. [silence] here. Yes, yes. [says numbers] it's gonna be Alex Wallace, one at hot male.com. uh is a[silence] L-e-x-w-a-l-l-a-c-e the number one at hot mail.com.
01:00
Speaker 2
So W L L L A C E for Edward. And your callback number, just in case this call will disconnect. And your email, sir. Warner, this is W A R N for November. And how many links is it routed?
02:00
Speaker 1
Model number, is mr8300v1.1, what's that? 29v1-1m2-ba-02282 it's through a army program, it's the exchange, umdid something for the soldiers this is called exchange. The PX red deer, something like that.
03:00
Speaker 2
How about the okay, thank you and your serial number the serial number. And who is your internet service provider? Okay, so you really don't have any idea? Oh, is your internet service provider? [silence]
03:00
Speaker 1
not off the top of my head, no. this. There is no warranty on it. [silence] It's all right. I'll figure it out. Thank you so much.
04:00
Speaker 2
It's okay. But before we proceed, sir, I would like also to set the expectation regarding of the warranty status of your Linksys router, okay? So it indicates in our system that this device, yeah, there is no warranty in it and we are no longer offer live support for out of warranty devices. But we have a paid support, sir, so I can still assist you setting up your router again if necessary. Figure out what's really going on, but then you need to pay $15 and it's good for 60 minutes of troubleshooting. Yeah, it's okay, don't worry for this one. I will also send you our Wi-Fi Fix-It service guide via email for the step-by-step instruction.
04:00
Speaker 1
All right. Sounds good. You too.
05:00
Speaker 2
helpful tips and guidance also. Okay? So kindly wait three up to five minutes for the email instructions. Okay. And have a great day Alex. Take care. Bye.
05:00