V2 Rubric Detail — 20fc2ccc-68e8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 18:29
Duration
5m 43s
Contact
312-543-5995
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall11.2% (-22.8)

V2 Grader Summary

The agent provided minimal, non-actionable reassurance without diagnostics, tool use, or ownership. Despite clear signs of a persistent hardware or configuration issue on the main node, no troubleshooting path, escalation, or empathy was offered, leaving the customer's problem unresolved and their frustration unaddressed.

V1 Case Analysis

Main mesh node intermittently loses internet despite wired backhaul; agent incorrectly advised no settings needed and provided no troubleshooting or resolution.

Troubleshooting Steps
  • Advised that no router setting changes are required for wired backhaul (incorrect per KB)
Key Observations
  • Agent provided technically incorrect advice about wired backhaul settings, contradicting KB documentation.
  • No diagnostic steps (power cycle, LED check, backhaul verification, firmware check) were performed despite clear hardware/connectivity issue.
  • No device information (model, serial, warranty) collected, and call ended without resolution or escalation path.
Positive Highlights
  • Maintained calm tone and repeated customer's description to confirm understanding.
  • Correctly identified the topology as a mesh system with wired backhaul.
Agent Errors / Gaps
  • Incorrectly stated no router settings need be changed for wired backhaul — contradicts KB requirement for proper LAN-port cabling and interface verification.
  • Failed to perform basic troubleshooting (power cycle, LED status check, backhaul verification, firmware check).
  • Did not collect required device details (model, serial number, warranty status).
  • Provided no actionable solution, follow-up instructions, or escalation path.
  • Did not confirm issue resolution before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or confirm resolution; customer's main node continues to drop internet intermittently with no corrective action taken.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped diagnostic steps such as checking WAN status, cable integrity, or router logs, and did not guide customer through power cycle or firmware check.
R3 Not Met Correct resolution path conf 90%
Agent failed to identify product model, firmware version, or warranty status, and did not determine if issue was configuration, hardware, or environmental.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No structured diagnostic process; agent did not ask about LED patterns, recent changes, or perform root cause analysis.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use any tools — no login to router UI, no speed test at modem, no log review — despite clear need for technical verification.
T3 Partially Met No misinformation conf 75%
Statement that no setting changes are needed for wired backhaul is technically accurate, but no further correct guidance was provided.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent attempted brief expectation setting but failed to maintain control or guide call toward resolution path.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language but did not adapt to customer’s growing frustration or confirm understanding of setup details.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent showed no ownership — no commitment to resolve, no follow-up plan, and no effort to escalate or troubleshoot.
O2 Not Met Proactive follow-through conf 90%
No next steps, timeline, or action items were established; customer was left without direction.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Issue involves recurring hardware-like behavior on main node with no troubleshooting — warranted escalation was not made.
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 90%
Agent failed to acknowledge customer’s frustration, repeated effort, or history with multiple Linksys systems.
X2 Not Met Tone & rapport conf 85%
Agent maintained a flat, unresponsive tone despite customer’s sarcasm and emotional cues indicating dissatisfaction.
X3 Not Met Overall experience conf 85%
Customer had to repeat setup details; agent introduced no efficiency, avoided tool use, and increased effort.
Call Transcript9 turns · 10 lines
Speaker 1
Yeah, I'm having a problem with my uh um mesh network.
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 dot Linksys.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, sorry, that's not an, please have your device 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 Linksys technical support, this is Rio, how can I assist you today? [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] Um, specifically, um, I was having connectivity issues, um, between my nodes, um, given the plaster walls that I have in my home. So, I've had everything, I've had everything on, put on wired backhaul. So, they're all directly wired connected to the the main router. Um, and so when that when that happened, everything was working great for a while. But now my main router is is consistently dropping off, like it's losing network connections between the modem, um, which it never did before. Um, and I don't know if it's a setting issue, um, now that I'm on wired backhaul as opposed to wireless backhaul. Um, so I'm just I need to figure out what the settings are supposed to be now that I have a a new configuration.
01:00
Speaker 2
Let me just confirm, sir, what you've been experiencing is you experience
01:00
Speaker 1
My my main node now as I sitting here speaking to you, my main note, my main node is red when it has and it's never been red, it's never read in the past and I I have my main internet broadband coming in is is is there's no issue with it. Um so it it's it's something in the internal workings of the main uh router. Um now it just turned blue. So now it's come back online. Um but it's never the main never drops. The wireless ones have dropped in the past, but they don't drop anymore than it's on wired backhaul. But now that it is on wired backhaul, my main router is dropping. So I'm losing, you know, system wide internet connectivity for a period of time. So and so that leads me to believe there's some setting or some communication issue between the
02:00
Speaker 2
dropping from your main node or dropping from your modem
02:00
Speaker 1
one would think. Okay. well then, but now that, all I'm just saying is, I mean, I, I, this is now my, you know, second complete Linksys mesh network system. I upgraded from the old one to the Wi-Fi six, so I'm, you know, I'm familiar with it, and I'm now having a problem that I've never had before. So, you know, I have, I have five child nodes and one rounder and one main. Four of the
03:00
Speaker 2
Okay. All right. Now, is there just like this set up? Just to set proper expectations, okay? If by chance that you are going to wired every, everything in your parent nodes, Ethernet cable are connected properly, then basically your main node will function well. You don't actually need to make any change with your router setting.
03:00
Speaker 1
five child nodes are wired. One is currently wireless, but it will be wired by the end of today. So I just want to make sure. So then they're all wired. So I just want to make sure that I'm like I'm having an issue with my main router losing internet, you know for a period of time somewhat consistently, which it's never done before. It's not a broadband issue. I've already checked that my broadband's, you know, live and consistent and no issues. So something's taking something's taking the main router offline. Um all of the all of the um wired child nodes come into one unmanaged switch and then from the unmanaged switch into the main router, which is exactly how it's supposed to be set up. Um So What could be freaking it? Uh, company called Linksys. Yeah, ever heard of them? [silence] Here, let me look it up. I just bought it on Amazon. [silence] Or [silence] Linksys Linksys.
04:00