V2 Rubric Detail — 31c4ea08-68e8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 18:29
Duration
7m 31s
Contact
Emmett Wolf
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132441
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5350_intermittent internet connection
⚠ Auto-Zero applied: Discourtesy (C) — agent demanded a $15 fee not supported by Linksys policy, provided zero technical assistance, used inappropriate language ('pray over you'), and abandoned the customer without troubleshooting, constituting a critical failure.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, misinformed the customer about paid support, and exhibited unprofessional behavior. No technical steps were taken, no tools used, and no accurate information provided. The interaction ended with no resolution and a clear discourtesy violation due to the false $15 charge and inappropriate remarks.

V1 Case Analysis

Customer reports Wi-Fi not connecting after power outage; devices claim incorrect password. No troubleshooting performed; agent offered $15 paid support and declared out-of-warranty without verification.

Troubleshooting Steps
  • Requested serial number and model
  • Asked for Wi-Fi SSID
Key Observations
  • Agent misidentified the brand as 'Lexus' instead of Linksys at timestamp 00:00
  • Zero technical troubleshooting steps were performed despite clear Wi-Fi password symptoms after power outage
  • Unprofessional and inappropriate language ('clues clues clues what is your first and last name so I can pray over you') at 02:00
  • Warranty status declared out-of-warranty without verification or evidence
  • No self-help guidance or KB reference provided after customer declined paid support
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Incorrect brand reference (Lexus instead of Linksys)
  • Complete failure to follow standard Wi-Fi connectivity troubleshooting protocol (no power-cycle, no admin-page check, no factory reset guidance)
  • Declared warranty status without verification or evidence
  • Unprofessional and confusing communication, including inappropriate personal questions
  • Offered paid support without providing any self-help path for an out-of-warranty customer
  • No validation of Wi-Fi password via router label or admin interface

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the Wi-Fi connectivity issue; instead, they introduced a $15 charge without providing any technical resolution or workaround.
R2 Not Met Diagnostic thoroughness conf 99%
No troubleshooting steps were performed (e.g., power cycle, check admin login, verify SSID/password); agent immediately pivoted to warranty and payment.
R3 Not Met Correct resolution path conf 98%
Agent assumed out-of-warranty status without verification and failed to offer best-effort troubleshooting, which is required for OOW devices under Linksys policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent identified symptom (Wi-Fi not connecting) but asked irrelevant personal questions instead of diagnostic ones (e.g., model number, reset history, admin access).
T2 Not Met Appropriate tools / resources used conf 98%
No tools (e.g., remote access, admin dashboard, logs) were used or even referenced despite the need to verify router settings.
T3 Not Met No misinformation conf 99%
Agent incorrectly stated a $15 fee for out-of-warranty support, which contradicts Linksys policy—no such paid support exists; also failed to provide accurate technical guidance.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked structure: no initial framing, repeated requests for email, abrupt transitions, and no control over direction of conversation.
C2 Not Met Confirmed understanding conf 97%
Agent used confusing language (e.g., 'pray over you'), did not adapt to customer’s level, and failed to confirm understanding at any point.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent did not take ownership; instead, they deflected with a payment requirement and allowed the call to end without resolution.
O2 Not Met Proactive follow-through conf 97%
No next steps were provided beyond paying $15; no timeline, no action plan, and no follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the agent’s early abandonment of technical support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent showed no empathy; responded to customer’s frustration with confusion and a payment demand, lacking professionalism.
X2 Not Met Tone & rapport conf 97%
Agent did not adapt to customer’s tone or pace; repeated irrelevant personal questions while ignoring technical cues.
X3 Not Met Overall experience conf 98%
Customer was forced to repeat personal information multiple times and received no technical assistance, significantly increasing effort.
Call Transcript15 turns · 15 lines
Speaker 2
Welcome to Lexus 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.lexus.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 option, 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. [silence] thankyou for calling Lexus. My name is Gerald Rogan. I'm a . Alright, let's look.
00:00
Speaker 1
what? Oh, sorry. Our power went off today, it just like stickered and then it came back on and then ever since then the Wi-Fi hasn't really been working. Things connected to the ethernet cable seem to still be working, but like the wireless doesn't work and for some reason, like when trying to connect to the wireless service, it says our password is incorrect. But it I mean, I've tried the password that we set it to and it's not working. I know I'm not typing it in wrong. And it also like disconnected all devices that were on the that were connected to the router before the power went out. It disconnected all those. So like the only thing that's working is the ethernet cable. Like the ones that are connected to the ethernet cable.
01:00
Speaker 2
I'm asking. How can I help? Got it. Can you give me the serial number and model number? [silence] Got it. Can you give me the serial number and model number?
01:00
Speaker 1
Yeah, it's um, the serial number's 35L10M2BA02800. E7430. Um, Melanie Sims, is like the owner of the router. I'm, my name's Emmett Sims though
02:00
Speaker 2
clues clues clues clues what is your first and last name so I can pray over you?
02:00
Speaker 1
I'm her son. so I don't know which one of those you want to use. S-I-M-S? Uh that's going to be pediatricspediatricsMsimsmd.com. Uh Pediatrics, P-E-D-I-A-T-R-I-C-S @ m-s-i-m-s-md.com.
03:00
Speaker 2
How do you spell your last name? What is the email address? One more time. Let me read this one. So that that's up to at at m. h.
03:00
Speaker 1
MD, as in medical doctor, MD. Yeah. [silence] [silence] [silence] Um, the internet provides.
04:00
Speaker 2
I-M-S-b.com.com.
04:00
Speaker 1
Trailer is trailways. We called them, and they said that it sounded like, they said there was nothing wrong with their service, so that we need to call the router company. Uh, yeah, I can, I can see the WiFi, but it won't let me, like, connect to the WiFi. Even though it's one of my save networks, it says that I have the wrong password. But, I mean, I haven't changed the password or anything. And, you know, I haven't done anything differently. I mean, I still have, like, WiFi information, if you need me to tell you any of that. Um, the WiFi address?
05:00
Speaker 2
If you go to your WiFi settings, can you still see the WiFi? Or is it no longer there? [silence] What is the WiFi name? Just the WiFi name.
05:00
Speaker 1
The Wi-Fi name says Linksys, oh two eight zero zero. Two eight zero. Zero two eight zero three. The password? Yeah, I tried that. [silence] I don't I don't know how to find that. I don't think so. [silence]
06:00
Speaker 2
No. The Wi-Fi name. and you try using a password what about the part at the bottom on the the router did you try that? so we check the serial number right here based on the serial number that you provide showing that your actually it's no data here I may need to ask for the copy of the receipt. So I can update the warranty. we still have the the receipt oh okay if that if that's the case. This was
06:00
Speaker 1
I don't know. I guess I I'll just hang up and talk to uh talk to my mom and see if she's okay with that. Okay, well nope. No other questions. Thank you.
07:00
Speaker 2
This will be deemed as out of warranty and for out-of-warranty devices, we charge $15 to assist. Are you OK with that? Non-repandable. You have other questions? Alright, you take care.
07:00