V2 Rubric Detail — 3b0ae2a8-5f6e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 17:04
Duration
8m 33s
Contact
Mike Lawlor
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132066
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection_MR9600

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall64.8% (+8.8)

V2 Grader Summary

The agent correctly verified warranty status and offered policy-compliant options, but failed to provide the required best-effort troubleshooting for an out-of-warranty device. No diagnostic steps were taken to resolve the red LED and Wi-Fi outage, resulting in no meaningful progress. The case was closed without achieving resolution or a valid escalation, leading to an Unresolved outcome.

V1 Case Analysis

Customer (Mike Lawler) reports Wi‑Fi not working; wired internet works. Warranty expired. Agent offered paid support or email self‑help; no troubleshooting performed.

Troubleshooting Steps
  • Collected serial number
  • Confirmed ISP (Shaw)
  • Checked that wired devices have internet
Key Observations
  • Agent did not perform any basic Wi‑Fi troubleshooting (e.g., verify Wi‑Fi radio, SSID broadcast, or router settings).
  • Model number was never obtained, limiting the ability to give model‑specific guidance.
  • The call quickly shifted to a paid‑support offer despite the warranty being expired, which is against best‑practice for out‑of‑warranty troubleshooting.
  • Customer was offered a free email with self‑help, which is an acceptable closure for out‑of‑warranty cases.
Positive Highlights
  • Polite greeting and clear identification of the customer's name.
  • Accurately communicated warranty status and the options available.
  • Collected the serial number for record‑keeping.
Agent Errors / Gaps
  • Failed to ask for or confirm the router model.
  • Did not attempt any diagnostic steps for the Wi‑Fi outage before offering paid support.
  • Provided an incomplete email address ("info at log").
  • Limited empathy for the customer's frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The issue (no Wi-Fi after reboot, solid red LED) was not resolved. The customer declined paid support and received only a generic email offer, with no troubleshooting performed or outcome achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about power cycling, reset button, ISP, and serial number, but did not perform meaningful diagnostics (e.g., check WAN connection, interpret LED states, verify DHCP, or test modem directly).
R3 Not Met Correct resolution path conf 90%
Agent incorrectly treated OOW status as a reason to stop helping. Per rubric, OOW devices still require best-effort troubleshooting (e.g., factory reset, LED interpretation, modem test), which was not provided.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptoms (red light, no Wi-Fi) and asked basic questions, but did not follow a logical diagnostic sequence to isolate root cause (e.g., modem vs router, WAN vs Wi-Fi).
T2 Met Appropriate tools / resources used conf 90%
Agent used internal system to pull up customer record and serial number, which was appropriate for warranty verification.
T3 Met No misinformation conf 95%
All statements about warranty status, $15 fee, and email support were factually accurate per company policy.
Communication
C1 Met Clear & professional language conf 85%
Agent set expectations, presented options, confirmed email, and closed the call in a controlled manner.
C2 Met Confirmed understanding conf 85%
Language was clear and adapted to customer; agent offered email solution when customer declined payment.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case, did not transfer, and committed to sending an email, which was within their control.
O2 Met Proactive follow-through conf 90%
Agent specified the email would arrive within three minutes and confirmed the email address.
O3 Met Closure confirmation conf 85%
Agent used serial number to pull up customer record, avoiding repetition of prior information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted, as the agent offered the only available paths (paid support or email).
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained professional but did not acknowledge customer frustration ('lack of support') or the business impact of downtime.
X2 Met Tone & rapport conf 85%
Agent adapted to customer’s preference for self-resolution by offering email steps and ending the call respectfully.
X3 Partially Met Overall experience conf 80%
Agent reduced effort by using serial number lookup, but could have provided immediate self-help steps (e.g., check WAN light, factory reset) without requiring payment or email delay.
Call Transcript16 turns · 17 lines
Speaker 1
[silence]
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 1 now. For out of warranty products, please have your device serial number and contact information ready. Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you today? Oh, I'm good, sir. Thank you for asking. How can I assist you? What's going on? Mhm.
00:00
Speaker 1
Which is broadcasting and so I have unplugged it and powered it off and I plugged it back in and the red light just came on and went off again and now it's kind of a pulsing blue light but I'm I'm not getting internet connections. Yeah, it's a red it's a red light now. [silence] Uh when I came into work, the internet was out everywhere in the whole business. Uh so I rebooted the router and the modem. Um the modem came back online and I have internet to my hardwired devices now. Um but I do not have Wi-Fi internet for whatever reason. Uh through the modem, I believe.
01:00
Speaker 2
Oh, I see. Well, all right, okay. Uh, so let me just confirm, by the way, um, do you experience network outages, power outages, or just the Linksys router disconnects from your network? Okay, by means of hardwired internet, uh, is the wire or internet cable connected directly to the Linksys or to your modem?
01:00
Speaker 1
Oh no, this is, it's been set up like this for, for years now, yeah. Yep. Um, I see one, two, three, four, five. And I believe the one is the in, and then the four others are the outs, if I'm not mistaken. There is an on and off switch and then there's the power AC plug as well, too. [silence] I power cycled the device. I did not press a reset button. I just I tried unplugging and replugging and then I tried uh unplugging.
02:00
Speaker 2
okay all right now is this your original setup there or is this is the first time you had to set up okay so um there are Ethernet cables connected at the back of your modem how many are there do you happen to have stopped which or you just directly plug it at the back of the modem okay all right did you happen to hit the reset button of the Linksys router or you just did you just power cycle the device? okay
02:00
Speaker 1
and I tried flicking the switch on and off and I didn't have success in any of those ways. I believe it is Tells. Sharon, are we Tels or Shaw? I can't remember. I can't remember off the top of my head. Give me two seconds here. Do you? Okay. Give me two seconds. Sharon, are we Tells for internet now? Or are we still Shaw? Still Shaw. So we're Shaw internet right now. Yes, it is. Yeah. Uh yeah, just give me a second here. I'm just gonna have to turn a flashlight on to see that.
03:00
Speaker 2
okay so wait who's your internet service provider oh okay so wait okay okay so wait okay alright thank you and uh can you confirm to me sir what's the serial number for your linksys device please
03:00
Speaker 1
reset USB Internet. ok. I'm set up now. Password recovery key. serial number: SN 32 L for lemur one zero J for job. zero 5 A for alpha zero zero 4281. and it just has the solid red light on the front of it right now.
04:00
Speaker 2
let me check, all right, Sarah, how many total linkages devices do you have? Okay.
04:00
Speaker 1
I don't know. It's been a few years now, um but I'm not entirely sure. And I have a Linksys app. You sure are. Yep. Thank you. [silence]
05:00
Speaker 2
Oh, okay. just to confirm by the way, for how long have you been using this router? Okay. All right. Okay. One device. serial number. I was able to pull up a record. I was able to pull up a record here Sir with the number you have called us here. Am I speaking with Mr Mike Lawler? Okay. All right. Give me just two minutes. Let me just fill in everything first in the system before we proceed. Thank you. Wirelan connection. [silence]
05:00
Speaker 1
It's. Okay. So, um, I have to pay to have technical support because it's outside of the support window. Okay um lt
06:00
Speaker 2
I was able to create a record for you, sir, in the system. However, uh, based on our records here, the warranty of your product has already been expired. And just to set top our expectation, that we no longer provide free technical assistance for out of warranty devices. However, if you insist, we can still provide you one-time phone support, lasting only for 60 minutes, but there would be a fee for that, and that's $15. Now, if by chance you don't want to pay $15, it's okay. We still have a free option for you, wherein we can send you an email on how you can troubleshoot your device, reconfigure your device, since it is disconnected to the network. Through email, that's for free. Which one do you prefer? Yes, sir. [silence]
06:00
Speaker 1
you know, I'm going to try and solve the problem myself then, uh, because I would rather not have to pay to fix the router, and I'm sure that it is just some sort of internet connectivity. I was just hoping that there was a quick reset or something like that that I may have to run. So I will figure out the problem myself. I appreciate the support or the lack thereof, I guess instead. Sure. If you could, yeah, if you could just send that email, that would be appreciated then and I'll figure it out from there.
07:00
Speaker 2
[silence] [silence] Okay. Okay now if you wanted me to send you an email and how you can just follow the steps, there so that you can just reconfigure your device, I'm willing to do that for you or if you don't want to receive an email, sir. You can try to visit our support link or our on website. There will be articles there indicated for your device. Okay. All right, sir. Let me just confirm your email address if I got it correctly here. That's info at log Okay, alright. Thank you so much sir Mike for your time. Um after our call you'll be able to receive the email uh just after three minutes, okay? Thank you, sir. You have a nice day ahead. Bye for now. You can now release the lines, sir.
07:00