V2 Rubric Detail — 3b546b12-66c1-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-13 00:45
Duration
40m 15s
Contact
Michael Davis
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133333
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR2000_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – Agent avoided performing any troubleshooting on an out-of-warranty device by immediately offering only self-service and paid support options, violating the OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership2.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps or provide technical assistance despite the issue being within L1 scope. They defaulted to paid and self-service options without attempting resolution, demonstrating avoidance and poor customer experience. The case was closed with no meaningful progress, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports MR2000 (S/N: KZ50IJ10M16C) blinking blue and no internet after Comcast speed upgrade. Agent confirmed out-of-warranty status, offered AI tool, emailed video guide, and issued ticket LTS 0001333. No troubleshooting performed.

Troubleshooting Steps
  • Collected device model (MR2000) and serial number (KZ50IJ10M16C)
  • Collected customer name (Michael Davis) and email (56275@gmail.com)
  • Confirmed out-of-warranty status
  • Offered AI tool, emailed video guide, and provided ticket number LTS 0001333
Key Observations
  • Agent did not perform any basic troubleshooting (e.g., power-cycle, reset, WAN verification) despite clear symptom of blinking blue LED indicating possible configuration sync issue post-ISP upgrade.
  • No verification of customer's access to app or web UI was attempted before offering self-help resources.
  • Communication lacked empathy, structure, and acknowledgment of frustration; agent talked over customer at [36:00].
  • Protocol failure: did not confirm customer identity (phone number missing), failed to document case properly, and moved to paid support without exhausting safe, basic triage steps.
  • Efficiency was acceptable—no looping or wasted time—but call was reactive rather than proactive in guiding resolution.
Positive Highlights
  • Correctly identified product model (MR2000) and serial number after clarification.
  • Collected customer name and email accurately.
  • Provided a valid ticket number (LTS 0001333) for future reference.
  • Offered the AI self-service tool at support.linksys.com as a free resource, aligning with out-of-warranty guidance.
  • Clearly explained the limitations of the paid support option (no guarantee, no refund if defective), maintaining transparency.
Agent Errors / Gaps
  • No technical troubleshooting was attempted despite the clear connectivity symptom (blinking blue LED, no internet post-ISP upgrade) at [31:00–36:00].
  • Failed to verify WAN connection, perform a power cycle, or check router status via app/web UI before offering paid support.
  • Did not confirm whether the customer could access the Linksys app or web interface, creating risk that self-help resources may be unusable.
  • Talked over the customer at [36:00] while explaining support options, undermining communication clarity.
  • Did not collect customer phone number, violating basic case documentation protocol.
  • Provided only self-help resources without confirming whether they resolved the problem or offering any actionable first step the customer could try independently.
  • Moved directly to paid support options without attempting even one safe, standard triage step such as rebooting the router or checking modem lights.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
No resolution achieved; issue remains open with only self-service and paid options offered.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps like reboot, firmware check, or speed test were performed despite known procedures.
R3 Not Met Correct resolution path conf 93%
For an out-of-warranty device, agent should have attempted best-effort troubleshooting (e.g., reboot, config check) but instead immediately defaulted to paid/self-service options.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not ask targeted diagnostic questions (e.g., ISP changes, modem status, LED meaning) or identify root cause beyond noting blinking blue light.
T2 Not Met Appropriate tools / resources used conf 92%
No tools (e.g., admin UI guidance, speed test, firmware check) were used or suggested despite the issue requiring them.
T3 Met No misinformation conf 89%
Agent correctly stated the MR2000 is out of warranty and complimentary support is no longer available.
Communication
C1 Not Met Clear & professional language conf 91%
Call lacked structure; agent failed to set expectations, manage transitions, or maintain control amid customer confusion and silences.
C2 Not Met Confirmed understanding conf 90%
Agent used vague phrasing (e.g., 'reconfiguration') without explaining steps; did not confirm understanding or adapt to customer’s disjointed communication.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent did not take ownership; shifted responsibility to self-service and paid support without attempting resolution.
O2 Met Proactive follow-through conf 88%
Agent committed to sending an email within 5–10 minutes and provided a ticket number for future reference.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 86%
No escalation was warranted since the issue was within L1 scope (config/connectivity), though agent failed to act on it.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed or attempted.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
No empathy expressed; agent did not acknowledge customer frustration, repeated attempts, or service disruption.
X2 Not Met Tone & rapport conf 91%
Agent maintained a rigid, transactional tone and did not adjust pace or clarity despite customer’s fragmented speech and confusion.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial and model number multiple times due to miscommunication; agent did not consolidate information efficiently.
Call Transcript13 turns · 28 lines
Speaker 2
Welcome to links this 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 dot 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 options press two. Please have your device serial number and contact information ready. If unavailable kindly callback later. For out of warranty product paid support option may be available depending on the issue.
00:00
Speaker 1
[silence] You missed our session. That is far probably likely to meet you. I'll wait. I think you got all of yours like, oh, you're gonna meet him? Something that doesn't really work. I heard I heard in the middle. [silence] Yeah, I mean my first [silence] day index by salt water. [silence] [silence] [silence] Thank you. [silence] I want to do that then. [silence] That do you want to play? she does not [silence] Well, that's a good question. [silence] you try to do some tender connection on inside, yeah. [silence] a little bit of a problem with the router. [silence] Maybe you can just see. [pause] the fence is kind of red also yeah yeah they're also yeah all of them [silence] I want to take all of it away 20 40 40. I bet a lot of people are calling to just Yeah. No,30 minutes. [silence] There's contrast message? What's that? [silence] Yeah, what's contrast for? [silence] [silence] [silence] A Linksys router that has a blue blinking light and it won't connect. Yeah. Uh like electrical outage? Is that what you mean? Um, yeah, so Comcast our Exteri changed the plan, I guess they changed the the speed. And so it went off a little bit. They just upgraded it. The modem is the same. [silence]
12:00
Speaker 2
may help you? thank you for calling. what you do recall? what you please do first? calling backty! up believe she may not look correct. okay. was there any hostage interrupt before you find this problem? at least I have tried an internet, uh, yes, electrical outage or internet outage? Um, did they change also the modem or they just upgraded your, um, um, subscription speed?
31:00
Speaker 1
I tried using the link sys app but that didn't do anything. uh yeah I already I already tried that a lot of times. Yeah Let's see. The serial number: KZ50IH 10M16S
32:00
Speaker 2
And any troubleshooting you've done on the router sir? I don't know. But you haven't tried um turning off turning on the um linksys. Okay. Okay. Let me uh before we continue, let me just create a record. Can you have the model number and serial number? of the linksys router? Yes. [silence]
32:00
Speaker 1
No, that's wrong, you missed a letter. Yeah, yeah, yeah, 5-0-I-J, yeah.
33:00
Speaker 2
Okay. Uh, the serial number again, that is uh 5 0 I J and then I 0 1 L M 1 six C for Charlie 0 8 2 1 six. Okay, so, hold it. It's 5 0 I J. and how about the. Right. How about the model number? [silence]
33:00
Speaker 1
M R 2000 1 [silence] um where do I see that [silence] oh um Xfinity [silence] yeah but the I and the J um it might actually be a U but I can't really tell Yeah, I think it's I A J. Yeah. Okay. That should be correct. 707.853.7.0.0 3 Michael Davis. No. Davis Michaels and D A V I S. Michael David 56275 at gmail.com.
34:00
Speaker 2
can I have also your phone number? okay, how about your first name and last name? Okay, last name is Davis D A V I D, correct? Okay. Okay, so that's your first name Michael M I C H A E L. Last name is Davis and then 5675.
35:00
Speaker 1
That's correct. Yeah, but the modem works correctly. No, it can't connect. It shows the name, but it won't connect to the the connection.
36:00
Speaker 2
At gmail,dcom, correct? Okay. So right now, since the light is like blinking blue, there is no internet connection on the router. Like, yeah, but the router is like, um like your wireless devices, like your phones, it shows connected to the Wi-Fi, but no internet, correct? Okay. Okay. Because there's a possibility that when your internet service provider updated your connection, you might need, also to do a, like a reconfiguration of your router, the MR2000. Okay, but this the The reason why it's blinking right now, it's blinking blue. It should be, should be solid blue, right? Okay. So, um, so before we do start for any troubleshooting here, let me just inform you about the, um, status of your router, okay? It shows that here on our system that your router is already out of warranty. Okay? And complimentary phone support is no longer, um, available. Uh, excuse me. But you don't need to worry about, um, we do have several options for out of warranty links products. Okay? Um, our first option is you can take advantage of our AI tool that can be found on our website and that is support.linksys.com. Uh, the second option is I can send you an email link where you can check our, um, YouTube videos on how to, um, reconfigure the settings of your router.
36:00
Speaker 1
Okay. Please email me the video. Correct.
38:00
Speaker 2
Okay. And then our third option is, this is our paid connect service. This is our one-time non-refundable tactical support that will last for 16 minutes of troubleshooting, and that will cost you $15. and and in this option sir there's no guarantee that we'll be able to fix the issue. And in any case, the device found defective after the troubleshooting, there will be no refund or replacement. Okay. which option would you like to proceed sir? Okay. So the email again, it's Michael Davis five six two seven five, correct? Okay. Right, so let me just send the email. So give me five to ten minutes to wrap up the email. Okay. All right. So, you may also, again, check our AI tool on our websitesupport.Linksys.com Okay So, again I'll give you a ticket number, sir. In case you decided to avail our paid connect service. You can give us a call and give this ticket number so, so that we can pull up your record Okay Okay Your ticket number is LTS. 000 and then one three three three Okay. So thank you for calling Link Sister. This is Carla. Have a great day to you. You're welcome.
38:00