V2 Rubric Detail — 18e864ce-70a4-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 14:42
Duration
6m 14s
Contact
Josh Russell
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134765
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ 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.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by immediately citing out-of-warranty status and pushing paid support, despite policy requiring best-effort assistance regardless of warranty.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly identified the device model, and evaded support responsibility by citing out-of-warranty status while pushing a paid service. No diagnostic steps were taken, and the customer was left without resolution or meaningful next steps, constituting avoidance under policy.

V1 Case Analysis

Customer reported mesh system not working after modem upgrade. Agent misidentified model as WRT193 (non-mesh), incorrectly stated devices were out of warranty, and offered only paid support. No troubleshooting or self-help guidance provided. Customer declined paid support.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misidentified the customer's mesh system as WRT193, a non-mesh legacy router, which directly contradicts the customer's description of having multiple nodes.
  • Agent falsely claimed the devices were out of warranty without performing a warranty lookup or verification, violating protocol.
  • No technical troubleshooting was performed despite the customer's clear issue with mesh setup after a modem change.
  • The only offered resolution path was paid support, with no self-help guidance, KB references, or basic troubleshooting steps provided.
  • Agent did not mention or attempt standard mesh troubleshooting procedures such as power cycling, checking LED status, accessing the admin interface, or using the 5-press method or Pair button for node pairing.
Positive Highlights
  • Agent collected customer contact information and serial number.
Agent Errors / Gaps
  • Incorrect model identification: WRT193 is not a mesh-capable model. The customer described a mesh system with multiple nodes, which should have been identified as a Velop, MX, MR, LN, or SPNM series product per KB guidance.
  • Unverified warranty status: The agent stated the devices were out of warranty without performing a lookup or providing evidence, which is a protocol violation.
  • No troubleshooting performed: The agent did not attempt any standard mesh setup troubleshooting steps such as rebooting, checking connections, accessing the admin page, or using the 5-press method or Pair button for node pairing, as outlined in the KB.
  • No self-help guidance: The agent did not provide any KB articles, self-help steps, or valid next steps for the customer to resolve the mesh issue independently.
  • Incorrect support path: The agent immediately offered paid support without attempting any troubleshooting or verifying the issue, which is not aligned with KB guidance for mesh setup issues.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the agent offered only paid support and sent a generic guide after the customer declined payment.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked for serial number but performed no diagnostic steps (e.g., power cycle, check firmware, verify bridge mode) before citing warranty status.
R3 Not Met Correct resolution path conf 96%
Agent cited out-of-warranty status and immediately offered paid support without attempting best-effort troubleshooting (e.g., firmware check, ISP setup guidance), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the core symptom (mesh nodes not connecting post-modem upgrade) and did not ask relevant diagnostic questions about setup or LED status.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote access, admin UI check, logs) were used or suggested, despite the need for configuration verification.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated the model as 'WRT193' (not a valid model) and claimed live support is unavailable due to OOW, which contradicts policy requiring best-effort help.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure: agent jumped to paid-service pitch without framing the interaction or setting clear troubleshooting expectations.
C2 Not Met Confirmed understanding conf 93%
Agent used rigid, scripted language without adapting to customer’s technical level or confirming understanding of key terms like warranty or paid support.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; instead, redirected to paid service without attempting resolution or self-help guidance during the call.
O2 Not Met Proactive follow-through conf 94%
No specific next steps were given during the call; only after refusal of paid support did agent mention sending a guide, with no timeline or follow-up.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted, as the agent never attempted troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent offered a generic apology but did not acknowledge customer frustration, repeated effort, or emotional state.
X2 Not Met Tone & rapport conf 92%
Agent maintained a transactional tone throughout, failing to adapt to customer’s pace or engagement level.
X3 Not Met Overall experience conf 95%
Customer was asked to provide serial number and contact info only to be directed to a paid service, increasing effort without progress.
Call Transcript14 turns · 14 lines
Speaker 1
[silence] Hi Regina. Yes, I'm trying to get some assistance with my link's this mesh um system. Uh I recently uh I recently upgraded our um our modem from [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. 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. Thank you for calling Linksys, this is Regino. Can I help you today? Mm-hmm. [silence]
00:00
Speaker 1
I have a fiber router with Xfinity and ever since we've upgraded I've been having trouble with the mesh system and trying to see if I could get some assistance. Well, it's not a new provider but it's a new modem. I think it is. Yes. First name is Josh J-O-S-H last name Russell R-U-S-S-E-L-L. Thank you.
01:00
Speaker 2
So you have a new modem and a new internet service provider? [silence] So before we proceed with your concern on setting up your Linksys mesh system again, May I know if this is your first time calling us for support? [silence] And are you calling from United States, sir? [silence] So May I know your first name and last name? [silence] And your contact number?
01:00
Speaker 1
It's 6531335. It's S-T-H-P-A-W 22 @aol.com. It's S-T-H-P as in Paul. Well, we have the one, The one rectangular or prism shaped one and then we have,
02:00
Speaker 2
In your email, okay, let me just verify using phonetics, so at all, S for Sam, D for Tom, H for Henry, letter T for Tom, A for Alpha, W for Whiskey, 22 at AOL.com. Okay, so thank you for that. And how many links this router do you have, Josh?
02:00
Speaker 1
Two or three of the nodes in addition. Yes. Yes. Hang on just a minute. Just a second. Okay. The serial number is Sorry, it's hard to see. 20 J, 2060A, nine, 06, 769.
03:00
Speaker 2
so you have three linksys devices can you please provide the serial number of domain router or the parent node that's okay just take your time okay so it's 20 J for Juliet 2060
03:00
Speaker 1
Correct. Yes. Xfinity. to extend and you need to 16. Oh, so to continue talking, it's $15.
04:00
Speaker 2
Okay, so the model number of your link system routers are all WRT193. And who is your internet service provider? eX IliDe, okay. Now, before we proceed, Josh, I would like to set an expectation regarding of the warranty status of your link system devices, since it indicates in our system that your routers are no longer under warranty. I really apologize that live support is no longer available. However, we have paid support, so I can still assist you setting up your link system devices again since you have a new modem, but then you need to pay $15, and it's good for 60 minutes of troubleshooting.
04:00
Speaker 1
Okay. How do you how do you pay the $15? [silence] Okay. I guess I'm not interested in that today.
05:00
Speaker 2
Yes, $[REDACTED_PAYMENT_DIGITS] and it's good for [REDACTED_PAYMENT_DIGITS] minutes. So I need to gather your credit card information, of course, but before we proceed by purchasing this service also you need to agree that it's one time, it's a nonrefundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes. So if we are unable to resolve your issue or determine that your product is defective, no refund or replacement, okay? And this paid service is for troubleshooting only and does not include any follow-up requirements. Yeah, but I worry for that one, sir. If if you're not if you if you don't want to proceed with the paid support, for the meantime, so allow me to send our Wi-Fi fixed service guide.
05:00
Speaker 1
Okay, thank you. You do the same. Bye. [silence]
06:00
Speaker 2
If the issue continues, feel free to call us back. O, okay. You're welcome, Josh, and have a great day. Bye for now.
06:00