V2 Rubric Detail — 3501f8a6-6991-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 14:39
Duration
7m 11s
Contact
Julian Lewallen
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133593
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution1.25/5
Technical0.94/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp1.79/5
Overall36.5% (-17.5)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and offered appropriate next steps, but performed no actual troubleshooting, failed to use available tools, and allowed the customer to repeat information unnecessarily. The issue remained unresolved due to lack of diagnostic engagement and technical follow-through, resulting in an Unresolved outcome.

V1 Case Analysis

Customer with MR9000 asked about ISP compatibility (Spectrum/AT&T). Agent confirmed out-of-warranty status, offered $15 paid support, and emailed a generic Wi-Fi fix-it guide. No troubleshooting performed; customer will call back after reset.

Troubleshooting Steps
  • Collected customer contact information (name, phone, email).
  • Confirmed product model (MR9000).
  • Verified warranty status as expired.
  • Offered paid support option ($15 for 60 minutes).
  • Sent generic Wi-Fi fix-it guide via email.
Key Observations
  • Agent did not verify or record the exact serial number (recovery key is not a substitute for S/N).
  • No technical troubleshooting was performed despite the issue being a basic compatibility and setup question.
  • Agent offered paid support but failed to provide any free, actionable self-help steps for ISP compatibility.
  • The emailed guide was generic and not tailored to the MR9000 or ISP setup, reducing its utility.
  • Agent misaddressed the customer as 'Phil' instead of 'Julian' at the end of the call, indicating poor attention to detail.
Positive Highlights
  • Polite and professional greeting with proper identification.
  • Correctly identified the MR9000 model and confirmed it is out of warranty based on system data.
  • Offered a clear paid-support option with defined scope ($15 for 60 minutes).
  • Sent an email with a self-help resource (Wi-Fi fix-it guide), providing some value.
  • Acknowledged the customer’s plan to reset and call back, setting a clear next step.
Agent Errors / Gaps
  • Failed to capture a valid serial number — recovery key (039611722) is not the same as the S/N and should not be used as a substitute.
  • Did not provide any free, specific self-help guidance for ISP compatibility or router setup (e.g., WAN connection type, SSID setup, security mode).
  • Repeated scripted language and long silences without advancing the call, reducing efficiency.
  • Misaddressed the customer as 'Phil' instead of 'Julian' at the end of the call.
  • Did not confirm whether the customer received or understood the emailed guide before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or achieve any outcome — only offered paid support or an email guide without confirming resolution steps.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting: agent skipped diagnostics, did not verify admin access, check settings, or guide through setup steps despite 'device not detected' symptom.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty and offered paid support or self-help, aligning with policy for OOW products.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to ask relevant diagnostic questions about 'device not detected' or gather details to isolate root cause (e.g., connection method, LED status beyond purple).
T2 Not Met Appropriate tools / resources used conf 90%
No tools used — agent could have directed customer to access http://192.168.1.1 or http://myrouter.local to check router status, but did not.
T3 Partially Met No misinformation conf 85%
Agent correctly stated compatibility with Spectrum and default credentials, but failed to clarify that MR9000 is a mesh router requiring specific setup, not just 'reset and connect'.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent set basic expectations about warranty but call had long silences, unclear transitions, and no structured flow after offering the guide.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but misnamed customer ('Phil'), indicating lack of attention; did not confirm understanding of setup steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent avoided transfer and offered assistance, but closed the interaction without resolving or committing to further action during the call.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the guide would be sent within 1–2 minutes and instructed customer to check email, setting a realistic next step.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within scope for L1 handling or self-help.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized for lack of live support and offered help, showing empathy, but misaddressed the customer, reducing personalization.
X2 Partially Met Tone & rapport conf 80%
Agent maintained polite tone but did not adapt to customer’s confusion or slow pace; no comprehension checks during key instructions.
X3 Not Met Overall experience conf 90%
Customer repeated serial number, email, and model details multiple times; agent failed to use or retain information already provided.
Call Transcript14 turns · 15 lines
Speaker 1
Yes. I'm calling from Fort Worth and I haven't I haven't I have an old modem, very old. Yeah, it's a
00:00
Speaker 2
Welcome to links. Is 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.links.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid. Support may be available, depending on your issue. To hear more about your. 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. Hi, thank you for calling links. This is Regina, can I help you today? And what is your? Go ahead. Sorry.
00:00
Speaker 1
okay AC 3000. It's a very old One. Is this okay, my issue is it's a Wi-Fi 5 router. Will it adapt to to other services providers like Spectrum or AT&T, will it still work? First name is Julian. Last name is Leland. Yes. LLL. E-N. yes.
01:00
Speaker 2
and what is your concern uh-huh but before we proceed may i know your first name and last name So J U L I A N and can you spell it for me your last name Julian So L E W A L L E N and are you calling from United States and your call back number? [silence]
01:00
Speaker 1
[KEEP_UNCERTAIN] It's eight one seven, two one nine, five zero 85. The old one, the old email is eagle Lee 65 at outlook.com, I don't use that no more. Okay, yes. It's going to be Lle 7j@ gmail.com, it's all lower case, LLELL E E J@ gmail.com. That's what I've tried to update. Yes. How many routers? Uh, right now, this, this is, yeah, yeah, one, this is the backup. It's old.
02:00
Speaker 2
Your email. [silence] An email that you're going to use for an [silence] update [silence] for any verification [silence] and for notification [silence] or what? [silence] Laosteye03@gmail.com [silence] and how many links [silence] router do you have, Julien? [silence] Yeah. One. [silence] Can you please proof? [silence]
02:00
Speaker 1
the serial number as a recovery key 03961 1722 I'm looking at the bottom of the unit here uh is that WPS uh 73 oh excuse me it's M R 9 000 M R 9 000 spectrum
03:00
Speaker 2
No, sorry, S-N for the serial number. And the model number. No, the model number and who is your internet service provider Julian?
03:00
Speaker 1
Yeah, it's interesting. Well, okay. I don't know. I uh I got a purple on it and uh I reset it. I reset it it went to purple. So when I set it as a single uh it it always says device not detected all the time.
04:00
Speaker 2
Now before we proceed, I would like to set an expectation regarding of the warranty status of your Linksys router. So you mentioned earlier that it was purchased a couple of years. and yes, it indicates in our system that this router is no longer under warranty. and I really apologize, sir, that live support is no longer available with this. however, I can still assist you setting up this device again, but you need to pay $15 and it's good for 60 minutes of troubleshooting. Okay. Yeah. Yeah, once you're going to reset a router, so it will back to default name and password labeled underneath. So, solid pair. which means it's ready for setup. So you really need to set up your link with router. [ silence ] yeah, actually, since there's a light indicator on it, the router is still working. so it is actually compatible to hook up with your spectrum modem. All you need to do is to set up your router. And if you're going to proceed with the page support, I can assist you on how to do it. but if you doesn't want also to proceed and continue the page support, I can also send you our wi-fi fix it series guide via email for the helpful tips and guidance.
04:00
Speaker 1
You still have my information. I can always call you back, right? Okay, let me uh come up, I'm gonna I'm gonna reset it again and then uh go through the system again. So now. Okay, so I thank you, I thank you for that. So, are you doing that now or has that already been sent? Alright. Alright. So, uh should I hang up now? What do you think I should do? Alright. Okay. I'm gonna give you a call back. I'm gonna see what I can come up with
06:00
Speaker 2
Yeah, sure. Yes, of course. Okay, check your email also, sir, for the email instruction. So, I will send you our Wi-Fi fix-it-first guide to assist you on how to set up your Linksys mesh router. Okay, I'm currently working on it. So I just sent the the link. And then it's still processing. So just wait maybe about one to two minutes. Yeah. Check your email.
06:00
Speaker 1
I thank you for your patience. All right by. All right. Yeah.
07:00
Speaker 2
Yeah, sure. You're welcome, Phil. Still, please call us back, Julianne. For the one-on-one access support, bye.
07:00