V2 Rubric Detail — 2507dfb8-635d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 17:11
Duration
14m 57s
Contact
Marlin Sellers
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#GI00132619
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ Auto-Zero applied: Avoidance/Evasion (B) — agent refused to perform any troubleshooting despite customer’s clear issue (solid red LEDs, signal drops), escalated without justification, and failed to provide a path forward, constituting a critical compliance failure.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, avoided troubleshooting due to customer’s location, and escalated without justification. No tools were used, no next steps provided, and the issue remained unresolved. Despite minimal empathetic language, the overall interaction was evasive and non-productive, meeting the Avoidance/Evasion auto-zero criterion.

V1 Case Analysis

Customer reports solid red LED on Linksys mesh router with persistent Wi-Fi drops. Agent did not collect model number, verify warranty, or perform troubleshooting. Escalation mentioned but not initiated. No resolution achieved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not collect product model number despite it being critical for troubleshooting and warranty validation.
  • Agent did not verify warranty status despite serial number and purchase date being provided.
  • No troubleshooting steps performed despite solid red LED indicating potential hardware failure.
  • Repeated long holds (3–5 minutes) with no progress or updates.
  • Agent misidentified the customer's name multiple times (Sir Eddie, Marlene, Marlin).
  • Escalation promised but not executed; no case created, no timeline provided.
  • No self-help resources or next steps offered to the customer.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Did not collect or confirm product model number.
  • Did not verify warranty status despite serial number and purchase date being provided.
  • Provided no technical troubleshooting steps despite solid red LED symptom.
  • Repeatedly placed customer on hold without advancing the case or providing updates.
  • Misidentified the customer's name multiple times.
  • Failed to create or reference a HappyFox case, violating case management protocol.
  • Promised escalation but did not confirm initiation or provide actionable next steps.
  • Did not offer any self-help resources (e.g., KB article, email follow-up) to bridge the gap until troubleshooting could be performed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue, provide a replacement, or confirm any resolution; customer ended call with router still showing solid red lights and no connectivity.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., power cycle, cable check, firmware verification) were performed; agent only asked for serial number and light color before placing customer on hold.
R3 Not Met Correct resolution path conf 96%
Agent refused to assist without on-site troubleshooting despite customer being at work, and escalated without completing basic L1 steps, failing to follow appropriate resolution path for in-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause or ask relevant diagnostic questions (e.g., modem status, WAN cable, recent changes); only asked for light color and purchase source.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote access, admin UI, speed test) were used or offered to verify router status or network conditions, despite the issue being remotely diagnosable in part.
T3 Not Met No misinformation conf 96%
Agent provided no technical guidance or accurate information—only generic statements about needing 'advanced troubleshooting' without explanation or actionable steps.
Communication
C1 Not Met Clear & professional language conf 97%
Agent lost control of call—multiple unexplained holds, no clear agenda, and failure to manage transitions or customer frustration effectively.
C2 Not Met Confirmed understanding conf 96%
Agent used repetitive, scripted language and did not adapt to customer’s urgency, frustration, or inability to perform on-site steps while at work.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent transferred responsibility to L2 without attempting troubleshooting and refused to help further, demonstrating avoidance rather than ownership.
O2 Not Met Proactive follow-through conf 96%
No clear next steps or timelines were established—only 'hold three to five minutes' and 'call back when you get home,' leaving customer without direction.
O3 Not Met Closure confirmation conf 95%
Agent re-asked for purchase date and source after already having the information, indicating poor use of case history and continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Escalation to L2 was made without completing required L1 troubleshooting (e.g., power cycle, LED verification, local access), which is not a valid trigger.
E2 Not Met Escalation prep & handoff conf 95%
Agent did not inform customer who would handle the escalation, what information was passed, or when to expect follow-up—no handoff communication provided.
Customer Experience
X1 Partially Met Customer effort minimised conf 94%
Agent apologized multiple times ('really apologize for the inconvenience'), acknowledging discomfort, though responses remained dismissive and lacked genuine empathy.
X2 Not Met Tone & rapport conf 95%
Agent failed to adapt to customer’s emotional state or constraints (at work, frustrated), continuing to push for troubleshooting steps the customer couldn’t perform.
X3 Not Met Overall experience conf 96%
Customer repeated serial number, purchase source, and issue description; multiple unexplained holds increased effort unnecessarily.
Call Transcript14 turns · 15 lines
Speaker 1
Welcome to Linksys support.
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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence] Calling Linksys, this is Regina, how can I help you today? Yes, what is your concern regarding of your Linksys router? Okay, so you're Marlon Seeler. Let me just confirm your email. So it's MP underscore Seller at gmail.com. Can you please provide a serial number of your Linksys router? [silence]
00:00
Speaker 1
M21, E as in Echo, 055220. Sit, cause it stopped working. great it it keeps dropping sick yes it keeps dropping the signal it was working Saturday and then all day yesterday it stopped working. I couldn't get it to reconnect and it's been dropping for the last week. Red I only have one. Yes, it's red.
06:00
Speaker 2
May I know the reason why you're planning to ask for a refund or replacement of your linksys devices? So what is the current light indicator of your linksys devices? What do you mean for it's not working? No light at all? Is it a hardware issue? What is the light? What is the light indicator of your linksys devices? Right, now they are both solid red.
06:00
Speaker 1
It's not white, it's red. Yes. I've already done that. I've already I've already done that I I and I I can't do that now because I'm at work. I've already done the troubleshoot and I did that all day the last time I called in um, it worked Friday. And it it it was working Friday it worked Saturday and then it dropped all day Sunday. I know, but I it wasn't working when I left home this morning and I tried it all day yesterday and it wouldn't reconnect.
07:00
Speaker 2
The main router is solid white. So all the Linksys devices are solid red. Okay. So, regarding with this one, Sir Eddie, really apologies for the inconvenience, but we really need to perform a troubleshooting steps before you can guarantee that it, device is... So... So right now you are not with your device since you're currently working and you cannot proceed to troubleshoot your Linksys devices. Yeah, but are you beside with your laptop
07:00
Speaker 1
No, I'm not doing that troubleshoot no more. Can you just replace it please? [silence] It keeps dropping signal, but it'll come back.
08:00
Speaker 2
I don't need to troubleshooting process. Yeah, and I I I really apologize for the inconvenience Marlon. Uh to guarantee that the device is being defective so we really need to perform an advanced troubleshooting. How about this one? We're going to escalate the case to our level two team and you're going to - they will be the one who will be going to taking care of the issue. They're already our advanced team. Let me just hold this call three to five minutes and to have resources in my end. So please stay on the other line. I will be right back. Thank you. [ silence ]
08:00
Speaker 1
I purchased it from y'all, I have my proof of purchase right here. No, I purchased it from Linx directly, you guys. [silence] I purchased it from y'all, I have my proof of purchase right here. No, I purchased it from Linx directly, you guys.
10:00
Speaker 2
Okay, so I do really apologize, um, Marlene, but may I ask where did you purchase your Linksys router so you purchased it from Walmart? [silence]
10:00
Speaker 1
I purchased 2024, September 2024 was when I purchased it.
11:00
Speaker 2
Okay, so it was purchased from Linksys. So last year. Two years ago. Okay, so let me just hold again three to five minutes to have resources in my end. Okay, thank you.
11:00
Speaker 1
[silence] I'm here. Okay, I'll call back when I get home.
14:00
Speaker 2
Okay, so I do really apologize, Marlin, for the inconvenience. But Hello, are you still there? Okay. But I am not able to process a replacement without completing the troubleshooting steps we have done. So, as of the moment, what I can do to help you is to troubleshoot your Linksys router. And let's try to figure it out. What's really going on with your Linksys mesh scope? Ten. Okay. Just please feel free to call
14:00