V2 Rubric Detail — 1cb6931a-5fa5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 23:36
Duration
35m 0s
Contact
Derek Westray
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132146
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_Child node lost connection to the network

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall41.7% (+5.7)

V2 Grader Summary

The agent failed to provide any meaningful troubleshooting for the out-of-warranty node, skipped standard diagnostic steps and tool usage, and defaulted to a paid service without attempting best-effort resolution. Despite maintaining ownership and clear next steps, the lack of technical engagement, repeated information requests, and absence of empathy resulted in an unresolved outcome with high customer effort.

V1 Case Analysis

MX4200 child node flashing red/blue in boot loop. Warranty expired Jan 2026. No troubleshooting performed. Offered $15 paid support. Ticket LTS00132146 created.

Troubleshooting Steps
  • Collected model number (MX4200)
  • Attempted serial number capture (38UU10M5759)
  • Confirmed customer performed reset (~20–30 seconds)
  • Verified warranty status (expired Jan 2026)
  • Offered paid-support option
Key Observations
  • Agent asked for model, serial, name, and email multiple times ([24:00], [25:00], [33:00]), causing redundancy and inefficiency.
  • Serial number was misheard and incorrectly repeated by agent ([25:00]: 'M for Mary', 'E for Edward' confusion), indicating poor data capture.
  • Customer explicitly stated they followed in-app troubleshooting and were directed to call support ([28:00]), but agent did not validate or build on this.
  • No troubleshooting steps (e.g., power cycle, reset duration, node isolation) were performed despite clear symptom description.
  • Agent immediately pivoted to paid support without assessing device state or offering any self-help path.
Positive Highlights
  • Correctly identified product family as Velop based on MX4200 model.
  • Accurately communicated warranty expiration date (January 2026).
  • Provided correct paid-support cost ($15) and service terms (60-minute, non-refundable).
  • Created valid HappyFox ticket (LTS00132146) and confirmed email delivery.
Agent Errors / Gaps
  • Repeated collection of model, serial, name, and email across multiple turns ([24:00], [25:00], [33:00]), creating avoidable loops.
  • Failed to accurately capture serial number despite customer spelling it out ([25:00]: confusion over 'M5' and 'CB').
  • Did not acknowledge or validate customer's prior troubleshooting efforts in the app ([28:00]).
  • Skipped all basic troubleshooting steps (power cycle, reset, LED interpretation) before offering paid support.
  • Provided no self-help resources (KB article, email with steps, app guidance) after customer declined immediate paid support.
  • Poor call control: robotic tone, overlapping speech, and lack of empathy during customer frustration.
  • Long silence and hold time without explanation ([33:00]–[34:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered paid support with no guarantee of fix and did not resolve the node issue; customer was not restored to working service.
R2 Not Met Diagnostic thoroughness conf 95%
Only asked about reset duration and LED behavior; skipped key diagnostics like checking firmware, pairing method, backhaul, or admin dashboard despite customer having already used self-help tools.
R3 Not Met Correct resolution path conf 97%
For an out-of-warranty device, agent immediately pivoted to paid support instead of offering best-effort free troubleshooting (e.g., factory reset, re-pairing, firmware check) as required by OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (flashing red/blue LED) and asked about reset duration, but failed to ask about node placement, backhaul type, or prior pairing attempts that could identify root cause.
T2 Not Met Appropriate tools / resources used conf 98%
Did not use any diagnostic tools — no attempt to guide customer to admin dashboard (192.168.1.1), check logs, verify node status, or assess network topology; relied solely on verbal description.
T3 Met No misinformation conf 99%
Correctly stated warranty expiration (Jan 2026) and accurately described paid-connect service terms including cost, duration, and no-refund policy.
Communication
C1 Partially Met Clear & professional language conf 90%
Maintained basic call flow but failed to set expectations early; no framing of process, and transition to paid service felt abrupt without summarizing findings.
C2 Met Confirmed understanding conf 93%
Used clear, simple language and spelled out information (serial, email) to ensure accuracy; adapted to customer’s pace during confirmation steps.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Created a ticket, provided ticket number (LTS00132146), and did not transfer — retained ownership throughout the interaction.
O2 Met Proactive follow-through conf 97%
Clearly stated email with link would be sent within five minutes after call, setting a specific timeline and next step.
O3 Not Applicable Closure confirmation conf 100%
Confirmed 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 within L1 scope and customer declined further action.
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 96%
No acknowledgment of customer frustration or effort (e.g., 'I understand this has been frustrating'); interaction remained transactional and impersonal.
X2 Not Met Tone & rapport conf 94%
Agent used a repetitive, script-driven tone without adjusting to customer’s emotional state or need for reassurance; missed opportunities to build rapport.
X3 Not Met Overall experience conf 97%
Repeatedly asked for serial number, name, and email despite prior provision, increasing customer effort unnecessarily.
Call Transcript22 turns · 24 lines
Speaker 1
he Hi, my name is Terry and I'm calling to see if my
00:00
Speaker 2
[silence] *** Protect your brain.
23:00
Speaker 1
I have a, mesh node system. And one of the nodes doesn't, uh, it seems like it's stuck in a boo, booing loop or something. And I was calling to see if it was still covered under war, waranty. Yes. Have I called Linksys? I think, this is the first time. Yes. Yes. The, model number is MX4, 200. Serial number is 3, 8, U, U, 10. M5, 7, 5, 9.
24:00
Speaker 2
Okay. So, you want to know if your device is still under warranty, right? Okay. So, before we continue, have we got a link from this before or this is the first time? Okay. Let me just create a record for this. Can I have the model number and serial number of the router? And how about the serial number?
24:00
Speaker 1
Yeah sir. F5 cb 1 6 for 5 6. Uh huh. Cb. Cb. D as in cat. Yep. Uh huh. That is correct. Uh xfinity internet. 4 4 3-7 3 9-5 8 4 9. First name is Derek.
25:00
Speaker 2
well um sure let me check if i got the correct serial number that's 3-8-U-1-0-M for Mary and then 5 and then is it E for Edward uh uh C uh okay C for Charlie and then B for Brian and then B for Brian 1 6 4 5 6 okay great and what's your internet service provider mister okay and can i have your phone number and how about your first name and last name
25:00
Speaker 1
I'm sorry, said it again? Yes. No, it's uh, A for Apple. Yeah, Ray. R-A-Y. That's correct.
26:00
Speaker 2
Okay. W-E-S-T and how about your email address? Okay. Okay so again we on with your last name after R for Robert is it A for Apple? For your last name after R for Robert is it A for Apple or is it E for Edward? Okay and Derek Derek spelled D-E-R-E-K-right? Okay. What exactly is
26:00
Speaker 1
So, I have a three- node system, and the main node works fine, but one of the child nodes that I'm trying to connect to it is not working. It just kind of like I turn it on, I've reset it, and then, you know, it's like it's trying to boot up, but then it fails, and it's like the LED light on top of it is it changes fluctuates between red and blue. No it's only one parent node, it's only two child nodes.
27:00
Speaker 2
Okay. Okay. Between red and blue, okay? So again you've got four nodes including the parent node, correct? Then three child nodes, one parent and, okay, two child nodes, three. All right. And the one that is not working, the one that you dropped down yes
27:00
Speaker 1
Uh-huh. That is the one. I gave you the serial number for that one. Yeah, all of them, all of them. All other notes are 4, uh, 4200 MX 4200. Yes, I followed. I went to the app and followed the, um, uh, I think you have like a chat box and I was giving it the, um, what the symptoms were and following their instructions. And I think it's once it detected that we were going in a loop. Um, it said contact support. I did that. I reset it. I unplugged it. I did all of that. Yes, it does the same thing every time. How many seconds did I do the reboot? I did it for, 30 seconds. I did it by the time. So I did it for probably about 20 seconds or so, according to the
28:00
Speaker 2
when you do the reset, after the result, what happened to the light? it's a blinking red and blue. ok. ok ok. because you like, how many seconds did you do the reset, sir? the the reset, the the reset?
29:00
Speaker 1
It's basically said push the button until the light, the color changed. That was probably about 20 seconds it stopped. 30 five.
30:00
Speaker 2
uh okay uh we might want to make sure your uh that node is still responding like we are going to like um do some advanced troubleshooting on that to really know if that node is um not really working okay? Um based on the um serial number of your um ratosser it shows here in our record that um the warranty of this device ended last um January 2026. It's already expired and if you want to um like a troubleshooting um or technical assistance on this one um we have different
30:00
Speaker 1
uh huh okay okay okay
31:00
Speaker 2
Options that you can select. [silence]
31:00
Speaker 1
hi that fine so the if you send is the send me the video free I'll okay you can do that we'll I'll take that option okay
32:00
Speaker 2
will cost you for $15. Okay? And this $15 is our paid connect service. This is a one-time nonrefundable technical support that will last after 60 minutes. But there is no guarantee that we'll be able to fix the issue. And um in any case, we found out that device is defective, there will be no refund or replacement. So which option would you like to proceed to? Yes, sir. I can send you the uh the link to your email. Okay. All right. Okay. I'm going to um give you a ticket number, sir, just in case you decide. Um you can just give us a call. Okay. And just um give this number, okay?
32:00
Speaker 1
what's the ticket number? 345 ACT no. i think you missed a letter. D. W. E. S. T. R. A. Y. you got that? okay okay i thought i i didn't hear the E. so that's fine.
33:00
Speaker 2
Okay. Let me just... ...ate a ticket. And again, the email address where I can send you the link's here. That's D. for David, and then W. for William, E. for Edward, S. for Sugar, T. for Tango, R. for Robert, A. for Apple, Y. for Yellow, at... Yahoo.com. Yeah. Correct? Okay. Okay, hold on. Okay.
33:00
Speaker 1
all right? All right. All right. All right. All right. Have a great day. Bye bye.
34:00
Speaker 2
Okay, so your ticket number that is LTS and then 00132 146. Okay? And then you can also again take advantage of our AI tool that can be found on our website. That's support.linksys.com. Okay? Okay, so just give me like around five minutes to wrap up the email that I'll be sending it to you, okay? After our call. All right? So thank you for calling Linksys Support. This is Carla. Have a great day to you. All right, you too, sir. Goodbye.
34:00