V2 Rubric Detail — 1fd6281c-73f5-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 20:00
Duration
5m 59s
Contact
937-477-1014
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided proper troubleshooting and provided no actionable solution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent concluded the router was defective without verification, performed no meaningful troubleshooting, provided technically inaccurate information about LED status, and ended the call without offering resolution, escalation, or empathy. This constitutes avoidance/evasion and results in an unresolved outcome.

V1 Case Analysis

Customer reports Wi-Fi network not visible on TV or phone; router LED solid blue. Agent incorrectly concluded hardware defect without diagnostics and provided no next steps or self-help guidance.

Troubleshooting Steps
  • Asked for serial number
  • Confirmed LED status (solid blue)
  • Asked if customer had rebooted (confirmed yes)
Key Observations
  • Agent incorrectly interpreted solid blue LED as a hardware fault (KB states solid blue = normal operation).
  • No access to router web interface (http://192.168.1.1 or http://myrouter.local) to verify Wi-Fi settings or SSID broadcast.
  • No verification of whether Wi-Fi was disabled or set to hidden (adjacent_connecting_devices.md).
  • No collection of router model number, which is critical for accurate support.
  • Call ended without escalation, case creation, or any self-help resources (e.g., KB articles).
  • Agent misled customer by implying expired warranty precludes any support, when self-help and paid support options exist.
Positive Highlights
  • Agent asked for the serial number, which is required for warranty lookup.
Agent Errors / Gaps
  • Incorrect LED interpretation: solid blue LED means normal operation, not hardware fault (universal_mesh_node_management.md, adjacent_connecting_devices.md).
  • Failed to collect router model number, a required step for accurate troubleshooting.
  • Did not verify Wi-Fi broadcast settings via local web interface (http://192.168.1.1 or http://myrouter.local).
  • Did not follow basic troubleshooting steps: check SSID visibility, confirm password, or verify Wi-Fi is enabled.
  • Declared hardware defect without any diagnostic validation.
  • Ended call without offering escalation, case creation, or self-help resources (e.g., KB articles).
  • Misled customer by implying expired warranty precludes any support, when self-help and paid support options exist (universal_escalation_guide.md, universal_support_contacts.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded router is defective without verification, provided no fix, RMA, or escalation, and ended call abruptly.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked about LED status and serial number; no systematic troubleshooting (power-cycle, admin login, firmware check, Wi-Fi broadcast) was performed.
R3 Not Met Correct resolution path conf 96%
Agent assumed hardware failure and warranty expiration without verification and did not offer correct path (RMA or best-effort troubleshooting).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Contradictory logic: first said solid blue means working, then said same state means defective; no root cause analysis or diagnostic sequence followed.
T2 Not Met Appropriate tools / resources used conf 95%
Did not attempt to verify Wi-Fi broadcast via admin interface (http://192.168.1.1), check firmware, or use any diagnostic tool despite clear need.
T3 Not Met No misinformation conf 99%
Incorrectly stated that solid blue LED indicates hardware defect; per KB, solid blue means 'online and operational' or 'paired to the network'.
Communication
C1 Not Met Clear & professional language conf 96%
Agent never set expectations, gave no clear direction, and abruptly ended the call without framing or control.
C2 Not Met Confirmed understanding conf 95%
Communication was dismissive and did not adjust to customer's confusion; explanations were vague and contradictory.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abandoned case after minimal effort; did not take ownership, resolve issue, or transfer appropriately with context.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up commitments were given; customer left with no actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent did not escalate despite likely hardware fault and unclear warranty status; dismissed instead of validating escalation triggers.
E2 Not Met Escalation prep & handoff conf 94%
No escalation was performed; therefore execution details are missing.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy or acknowledgment of customer's frustration; tone was flat and dismissive despite repeated failed attempts.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer's confusion or tone; continued with generic statements without checking comprehension.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat information and perform unguided troubleshooting; unnecessary friction remained.
Call Transcript9 turns · 9 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in, our support team is available to help with performance and hardware issues. Register your product by visiting register dot Linksys dot com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. 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. 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.
00:00
Speaker 1
Hi, I'm having problems with my link this router. It's not connecting. [silence]
02:00
Speaker 2
Thank you for calling links this is May how can I help you? on what specific problem? [silence]
02:00
Speaker 1
I can't connect to my TV. I called spectrum and they said everything's fine on their end and they told me to call you. Yeah, hold on. Let me get flashlight. Um, are you ready? 26 D 11 M 33 B 00978. Yes. Yes.
03:00
Speaker 2
uh-huh. I see. Can you give the serial number of your links just device let me just check first if it's in warranty or not. Go ahead. The light indicator of your router on top that's still solid blue right in front panel of it. Is that still solid blue? Okay. which means it's indeed working. What was the error message of your TV when you try to connect? yeah internet reception is bad. horrible. let me just check. what's your username and password? _ could you repeat that? [silence] okay.
03:00
Speaker 1
Well, it doesn't show the device. The router doesn't come up for me to reconnect. It just says not connected. Right. I can't. It's not on my phone either. No, it's not listed on my phone. [silence] Okay. [silence]
04:00
Speaker 2
But your devices can still see your Wi Fi. So it should broadcast to your TV as well. If you can see the Wi Fi on your phone, other devices, it should do the same thing on the TV. Okay, so probably your link says it's no longer broadcasting Wi Fi. You mean to say you cannot see a Wi Fi name on your phone. The Wi Fi name that you used to have. Okay, probably your router is already defective. Actually, you're calling for a router, which is no longer being supported. Its warranty for support technical support ended like [silence]
04:00
Speaker 1
it stays, it stays solid yeah I've unplugged it I've turned off the T, I've unplugged everything plugged it all back in and nothing's working okay okay all right thank you bye bye
05:00
Speaker 2
last year. If you already tried rebooting the node and the color did not change at all, if it stays solid blue, that only means it there is already a hardware problem with the router. Okay. yeah, that means that it it's already defective. The LED is just staying blue the whole time. All right. you're welcome. Thank you for calling again. Bye bye.
05:00