V2 Rubric Detail — 2176d912-6f1f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 16:18
Duration
13m 37s
Contact
Linda Tumminello
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00113027
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical0.62/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp2.50/5
Overall36.7% (-19.3)

V2 Grader Summary

The agent correctly identified the device as non-Linksys and advised contacting the installer, which aligns with R3 Met. However, no troubleshooting was performed (R2 Not Met), inaccurate information was provided (T3 Not Met), and communication lacked full adaptation to the customer’s needs. The issue remains unresolved as no technical resolution was possible, but the path taken was appropriate given the product mismatch.

V1 Case Analysis

Customer reports issues with a Wi-Fi system installed by a Dish technician, believing it to be Linksys. Agent identified the device as Google Nest Wi-Fi (model H2D, serial 27231j3an1mp), not a Linksys product. Advised customer to contact installer. Agent incorrectly stated Linksys no longer sells routers on its website.

Troubleshooting Steps
  • Requested model number and serial number from the customer ([02:00]).
  • Attempted to locate the device in Linksys internal records ([10:00]).
  • Determined the provided identifiers do not correspond to a Linksys product ([10:00]).
  • Confirmed the device is not a Linksys product based on customer description ([05:00]-[06:00]).
Key Observations
  • Agent correctly identified that the device (Google Nest Wi-Fi) is not a Linksys product based on model number and customer description.
  • Agent performed proper initial troubleshooting by requesting model and serial number.
  • Agent provided materially false information that 'Linksys don't sell any routers anymore on our website' — this is incorrect and contradicts public business operations.
  • No further troubleshooting was possible or appropriate given the device is not supported.
Positive Highlights
  • Agent politely asked for model and serial number early in the call ([02:00]) and attempted to verify product eligibility.
  • Agent correctly identified that the model number H2D and serial do not match any Linksys product ([10:00]).
  • Agent maintained a respectful and empathetic tone throughout the call, acknowledging the customer's frustration as an elderly user ([09:00]).
  • Agent set appropriate expectations by stating they only support Linksys devices ([04:00]).
Agent Errors / Gaps
  • Provided materially false and misleading information at [12:00] stating 'Linksys don't sell any routers anymore on our website' — this is factually incorrect as Linksys sells routers via Amazon, retail partners, and its official website.
  • Did not correct the customer's confusion about the device brand after she read 'Google' on the box ([10:00]), instead allowing the misconception to persist until late in the call.
  • Failed to clearly explain that Google Nest Wi-Fi is a separate product ecosystem not supported by Linksys, beyond stating it's not a Linksys device.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent confirmed the device is not a Linksys product and closed the case without resolving the Wi-Fi issue or offering any technical solution.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were performed (e.g., checking signal, placement, network topology); agent only asked for model/serial and declared it non-Linksys.
R3 Met Correct resolution path conf 92%
Agent correctly identified the device (Nest Wi-Fi) is not a Linksys product and directed the customer to the installer/purchaser, which is the appropriate resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions about Wi-Fi behavior, signal strength, or setup; only requested model/serial and concluded it was not a Linksys device.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent attempted to look up the model/serial in internal systems, which is a valid tool use; however, no further diagnostic tools were needed as the product was not supported.
T3 Not Met No misinformation conf 94%
Agent stated 'Linksys don't sell any routers anymore on our website,' which is factually incorrect and contradicts public sales channels like Amazon.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control by collecting information and concluding the call, but failed to set clear expectations early or guide the interaction effectively.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language at times but repeated technical prompts without adapting to the customer’s confusion or checking understanding; did not simplify terms like 'model number' or 'serial'.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent took responsibility by engaging the call and attempting lookup, but did not explore alternative paths (e.g., confirming purchase source) before redirecting.
O2 Met Proactive follow-through conf 91%
Agent provided a clear next step: contact Dish/installer to return the device, which is the correct and only actionable path given the non-Linksys product.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history exists to maintain or reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted, as the product is not a Linksys device and no technical support can be provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore, execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized once ('I do apologize for the inconvenience') and acknowledged the customer’s frustration about being misled, but did not express deeper empathy or validate her concerns as an elderly customer.
X2 Partially Met Tone & rapport conf 87%
Agent stayed patient and did not rush, but used a uniform tone and repeated scripted questions without adjusting pace or method for the customer’s age and confusion.
X3 Partially Met Overall experience conf 84%
Customer repeated the serial number and model due to confusion, but agent eventually accepted it; agent did not make the process smoother by guiding where to find labels or simplifying requests.
Call Transcript24 turns · 26 lines
Speaker 1
serial number, what's your name? My name is Linda Cartwright and uh let me sort of give you the background here. I had
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, 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.Hello, thank you for calling Linksys technical support. This is Charm. How can I assist you today?
00:00
Speaker 1
uh a dish technician come out, Evie. Look at this. I had a dish technician come out to work on my TV. After he finished working on my TV, uh he I had mentioned that I was having trouble uh with my Wi-Fi connection going cuz I have a larger house. And so he has sold me the Linksys Wi-Fi. I can give you an order number. I can give you an order number. And uh but he didn't leave me a password or anything, so I can't connect to the TV. The Wi-Fi is erratic. Is not always on. It comes and goes. So, I was wondering if you could help me, cuz I don't really know what to do. I called Dish and Dish and and told them my story and they said that was different than what they would normally run into and told me to call you. Where's the book, the box I just gave you? Hold on. I don't know where it would be, the technician, where would I find that? Because the technician is the. Hold on. I yeah, I don't have my glasses on. Just a second, sweetie. This is all new to me. I'm hoping I didn't get scammed by a dish technician. Okay, so it says uh it's at probably that very bottom number that starts 2723.
01:00
Speaker 2
Could you provide me with the model number and the serial number of your Linksys router? You can find that. Uh, yes, next. Um, you can find it, um, under the router. There is a sticker printed on that one. There is a printed Wi-Fi technical serial number. Um, can you see the serial number or SN?
02:00
Speaker 1
See, if you don't shadow it. So let me just read what I have. Because I don't know what you're asking for, if I can't see it there. Uh it's first of all, at the very top, it says FCC ID, and then it says model number, and then are you are you talking? I hear too much noise in the background. Then I have a MAC with a number and then I have number at the very bottom starting with 2723. So, which one of those numbers would it be? [silence] 27231j3an1mp [silence]
03:00
Speaker 2
Yes. Yes. Go ahead. All right. Kind of provide that to 723.
03:00
Speaker 1
Is that an I, I a, that's it, that's it, thank you, honey. the model number is H to D. say that again. It's a Nest Wi-Fi N E S D Wi-Fi is what it says on the box. say that again.
04:00
Speaker 2
And can you see there the model number? All right, just to confirm, um, is it the linksys router? Is it a linksys router? [silence] Because we only troubleshoot them, um, only linksys router. Or linksys device.
04:00
Speaker 1
What do we have? Maybe do we know? I'm talking to my daughter also. She wants to know do we have a router or a device? I don't know. The device we have is like a Wi-Fi. Yes, it's Linksys. That's what I'm calling for. She's me I called this number. It says Google and it says next Wi-Fi, nest Wi-Fi, add-on point. It's what's on the box that these things came in. No, this is a little white squatty round thing. You don have a router.
05:00
Speaker 2
you have a linksys router or a linksys device because the nest my first is not a linksys router the linksys router is a big tower or sometimes it's a black tower and
05:00
Speaker 1
I'm trying to read anything else it might say for you. I'm not seeing anything else that might help you. It says tech specs. it says it's a wireless wireless connectivity from Linksys. Are you there?
06:00
Speaker 2
Yes, yes, ma'am, I'm still here. With regards to this one, ma'am, we don't have a Nest Wi-Fi
06:00
Speaker 1
Wait, let me give you an order. Wait, wait, let's let's start maybe. Because I just paid $300 for this. And here is an order number that came back from Linksys on my email. It's order number 2-22905683, and the order was placed on June 18th. I can't understand. AT&T.
07:00
Speaker 2
our... our, it is, it's 70, let me double check. All right. So, may I know who is your internet service provider? All right. So, AT&T, that's...
07:00
Speaker 1
We have an AT&T router. We do have an AT&T router. I don't I I have a an AT&T router that is oh! what do I say? it's uh it's uh it it gets a signal from the air. Does that help you? But I don't see that it is connected to the Lynksys little Wi-Fi thing he made. Reason he did this is because I have a downstairs and I have a upstairs and we were having trouble with the Wi-Fi. So he sold me these Lynksys uh dual band uh W.
08:00
Speaker 2
You're absolutely right.
08:00
Speaker 1
a five 6 it's called to make sure I have Wi-Fi throughout the house and in the what honey in the box. Hold on my daughter's looking. I've got her in here too because I'm an old lady and she's young and she can help me better because I don't know what you're talking about half the time. It's just so frustrating. It's like did this technician scan because I'm gonna I'm 79. You know an elderly person is so I've got to report it to the government because that's you know uh you picking up anything Abby.
09:00
Speaker 2
Can you see the serial number um in the back like that's not a cigarette.
09:00
Speaker 1
The serial number on the device. I read you the serial number that was on the bottom of the device earlier. That 27. Well, this is really weird, isn't it? Because I'm sitting here and it says, it says, 'inks is on a box, baby?' No, it's a Google device. It says it's a Google device? So it's linkage, linked with Google then?
10:00
Speaker 2
I could never pull up I couldn't pull up any data ma'am with regards that serial number that you provided to me. And also the model number that you provided to me is not from Linksys. I could pull up any records with this model number the H2D the Nest Wi-Fi. Um, no ma'am. With regards to that, one ma'am, it's not linked with Linksys system. Try to contact where you purchase it. no, ma'am. it's not us. it's through Explorer.
10:00
Speaker 1
So, but you're saying these little Wi-Fi things I have are not linked. even though I got a receipt through the email from you guys. It wasn't, it wasn't over. Wait, wait, wait, honey. It wasn't over the phone. The dish technician went out to his truck and brought these into my house and installed them. That's how they were bought. And then I bought him, you know, he gave me a square, and then that's how I I paid for him. But I didn't go online or anything. The dish technician who was working on my TV, went out to his truck and bought these into me and installed them. [silence]
12:00
Speaker 2
And also, ma'am, just to set a proper expectation, also, Linksys don't sell any routers anymore on our website and also over the phone, you can only purchase.
12:00
Speaker 1
And then, I got a receipt from links on number, two two nine zero five six eight three. Okay. Thanks. Appreciate it. [silence]
13:00
Speaker 2
I do apologize for the inconvenience. Ma'am, however, the only way for you to purchase selling service pro is only on the Amazon website and also on your local stores. What I can highly suggest to you ma'am is to contact the dish again and then return that item to them.
13:00