V2 Rubric Detail — 3a0b7f4e-6607-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 02:34
Duration
16m 50s
Contact
Eli Shauket
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00133191
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership1.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall25.3% (-10.7)

V2 Grader Summary

The agent failed to perform any technical troubleshooting, relying solely on warranty validation and pushing a paid service. Despite the customer’s clear frustration and reported setup loop, no diagnostic steps were taken, no escalation occurred, and no resolution path was provided, resulting in an unresolved outcome with avoidable customer effort.

V1 Case Analysis

Customer unable to complete router setup after reset; purple LED observed. Serial number provided but not verifiable in system. No model confirmed. Warranty could not be validated due to missing receipt. Paid support offered at $15. Case number LTS001331 issued for callback.

Troubleshooting Steps
  • Repeatedly requested serial number (06:00, 08:00, 11:00)
  • Asked for purchase receipt to validate warranty
  • Offered $15 paid-troubleshoot service
Key Observations
  • Agent failed to identify product model despite multiple serial number attempts, preventing model-specific troubleshooting.
  • No technical troubleshooting performed (e.g., verify WAN connection, power cycle modem/router, check for internet handoff).
  • Agent offered paid support without first attempting standard, safe triage steps available for out-of-warranty devices.
  • Repeated, unproductive loops on serial number (06:00–11:00) with no resolution or system validation, indicating poor efficiency and control.
  • Customer mentioned purple LED (14:00), a known indicator for mesh node pairing/recovery state, but agent did not interpret or act on it.
Positive Highlights
  • Agent captured customer contact information (phone: 647-633-0687, email: ehsahuet@hotmail.com) accurately at 09:00.
  • Provided a valid case number (LTS001331) for follow-up, enabling future case continuity.
Agent Errors / Gaps
  • Failed to collect essential device information (model number, valid serial number, warranty status).
  • Did not identify or act on the purple LED symptom, which maps to known 5-press pairing/recovery procedure in Linksys KB for mesh devices.
  • Offered paid support before attempting any basic troubleshooting or confirming the issue was outside standard support scope.
  • Repeatedly asked for the same serial number without resolving the system lookup failure, creating a looping, inefficient call flow.
  • Did not confirm customer's understanding of next steps or case number usage, leaving closure ambiguous.
  • Failed to offer any self-help path (e.g., KB article, email with steps) after customer declined immediate paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
No resolution was achieved; the agent offered a paid service but did not resolve the internet connectivity issue or confirm a hardware fault.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked only for serial number and receipt, with no diagnostic steps like checking LED status, connection type, or performing a power cycle.
R3 Partially Met Correct resolution path conf 80%
Agent correctly identified that warranty validation requires a receipt and offered a documented paid support option, but failed to attempt any best-effort troubleshooting for an out-of-warranty device before closing the case.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process was followed; agent did not identify symptoms, ask about LED behavior, or determine root cause.
T2 Not Met Appropriate tools / resources used conf 85%
Agent claimed they could not check the serial number in the system and used no tools (e.g., remote diagnostics, firmware check, or prior case review) to assist.
T3 Met No misinformation conf 90%
Statement that a receipt is required for warranty validation and the $15 paid service option are both accurate per Linksys policy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent provided a case number and attempted to guide the call, but failed to set clear expectations or maintain control of the troubleshooting flow.
C2 Partially Met Confirmed understanding conf 75%
Agent repeated information for clarity but used a scripted tone without adapting to the customer’s frustration or confirming understanding of next steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of the issue, instead redirecting to a paid service without attempting any resolution steps.
O2 Partially Met Proactive follow-through conf 75%
Agent provided a case number for future reference, but offered no timeline or actionable next step beyond paying for support.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Customer reported a persistent setup failure after reset and app loop — a scenario warranting escalation or deeper troubleshooting, which was not initiated.
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 80%
Agent offered a brief apology but did not acknowledge the customer’s repeated frustration or history of failed setup attempts with empathy.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a formal, repetitive tone and did not adjust pace or style to match the customer’s fatigue and urgency.
X3 Not Met Overall experience conf 90%
Agent required the customer to produce a receipt they explicitly stated they did not have, creating unnecessary effort with no alternative path offered.
Call Transcript21 turns · 23 lines
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.linkssys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. [silence]
00:00
Speaker 1
Hello and welcome. The sum of the series will be and uh sorry uh katya katya uh sir uh my internet is not working uh sir.
04:00
Speaker 2
[silence].
05:00
Speaker 1
Bell, B-E-L-L. Bell, Canada. Well, I've been trying to set this up and it doesn't work. I've been trying to use your app and it just keeps on going into the loop for the last number of hours I got tired finally. You know, it was working fine then last one or two days ago, it stopped working. So I reset it, and uh, I can't get it to work again. Sure. It is four three K as in Kennedy, one zero, M as in Mary, two seven, B as in Bombay.
06:00
Speaker 2
Yeah, this is Bell Canada. How can I assist you with this one, sir? Oh. Oh. Yeah. Can you provide to me the serial number? Uh-huh. Uh-huh. Oh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh.
06:00
Speaker 1
three, two, six, eight, six. b three two six eight six. That's good. it just stopped working and then I said, okay, I'll reset it again and then I tried to reset it and set it up, but I can't do that. I can't set it up.
07:00
Speaker 2
Okay, 4 3k 10 M27 B3 2 6 6 86. Okay. 6 86. Okay. Hold on. Let me check this one. So since you said you're trying to set it up. Sir, it was working fine before, correct? What exactly happens to it? Why it's not working now? So let me repeat, sir, it's 4 3k 10 M.
07:00
Speaker 1
you have 4 3k 1 1 0m 2 7 B 3 2 6 8 6 ok the second one is 4 3k 1 0m 2 7 B as in Bombay or Bangkok then 3 2 0 3 1 that's right that's right
08:00
Speaker 2
27B32686. What is it? Can you provide to me so a different serial number? I cannot see I cannot check this number here in the system. 32031. So let me repeat. So let me repeat 43K 10M 27B big 32031.
08:00
Speaker 1
Whenever I need to set up, I have to call you guys because your setup application doesn't work ever. 647-6330687. That's it. Ali ALI. Yeah. I don't know the email address. AHS, HAU, KAT.
09:00
Speaker 2
And this is your first time calling, sir? Okay. Can you provide to me your phone number, so I can pull up the record? 647-633-0687. This is under Eli Schaquette with the email address ehsahuet@hotmail.com [silence]
09:00
Speaker 1
asdr.im maybe one year ago yeah okay don't don't don't don't don't-[silence]
10:00
Speaker 2
[silence]
10:00
Speaker 1
4-3-K-10-M-27 Bangkok 3-2-0-95. [silence] Yeah, I won't do that sweet anymore. No, it was at, uh, what is it called? Um, what is it? Um, no, I think Staples or, um, or, um, I think it was Staples or it was, uh, the other one that, um, you know, it's, wherever, one of the two.
11:00
Speaker 2
uh, staples. Uhh, you cannot retrieve the receipt, sir? Uh, how about this one? Once you have the receipt, sir, um, just attach it to the email. Kindly reply. Once you do that, it will uh auto update here on my system, so I- I then I can validate the receipt, and once I found out that it's in warranty, I can give you a call back, sir.
12:00
Speaker 1
Then, then you can't help me. Yeah. So then I throw these away, I guess? I don't have the receipt, I'm telling you, I didn't keep it, it's been a while. So, I know, I don't have a receipt, I can't look for it.
13:00
Speaker 2
yes, sir because I need to have the receipt first for, uh, validation I am really sorry about this one sir, uh, well uh, no sir just look for the receipt first and if you cannot okay well if you cannot find the receipt, sir, we have this another option for you, which is a paid service for $15, sir okay it's purely for that $15 is purely for troubleshooting only that will last up to one hour and if the device will not work sir, as we've uh, go along the way with the troubleshooting if the device, there's some defect okay? it's not working we really cannot replace or uh, have a refund since we can't
13:00
Speaker 1
[KEEP_UNCERTAIN] No, modern is working because I can connect directly to that modern. If I use bell Wi-Fi, I can I can connect to the internet. I just can't connect these devices to the internet. yeah. Sorry. Purple. That's right. that's right yeah I'll do it but right now it's quite late so uh I'll call you yeah it's already 11 o'clock yeah sure yeah just writing it down hold on okay what is the case number 08 sskarls okay leave my time
14:00
Speaker 2
press the reset button of the three nodes okay so sir since there's no receipt you said you cannot find it you cannot retrieve it do you want to avail for the paid service for fifteen dollars so it that will last to uh one hour oh so you cannot proceed okay uh sir I can give you your uh case number so when you contact us on the next day just feel free to provide this case number is it okay or you just give this okay you have pen and paper okay yeah all in uh capital letter LTS so Lima Tango Sierra zero zero one three three one l
15:00
Speaker 1
Sorry. So R. S. LTS and then. Okay. 91 Okay, that's it. I will do that. Okay. Thank you. Bye-bye. Thanks, bye-bye.
16:00
Speaker 2
Shema Tongo Share up Yup. LTS. Okay. So when you want to avail for the paid services, just give us a call, okay? Just let us know. Thank you for your time. Bye sir. And you may end the call. Bye sir. [silence]
16:00