V2 Rubric Detail — 3b7f434e-5f61-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 15:31
Duration
21m 5s
Contact
443-546-0610
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – Agent avoided performing basic troubleshooting steps (e.g., reboot, local login, firmware check) and incorrectly denied free support based on warranty status, pushing paid support instead of delivering best-effort help as required by policy.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-52.0)

V2 Grader Summary

The agent failed to provide meaningful troubleshooting despite clear escalation triggers (solid red LED, bridge mode). They incorrectly denied free support due to warranty status, violating OOW policy. Minimal diagnostics were performed, no tools were used, and the call ended with no resolution or clear next steps, resulting in a fully unresolved case.

V1 Case Analysis

Customer reports mesh router solid red light and inability to access the app; unable to provide model/serial. Agent offered paid support and suggested email self‑help; no troubleshooting performed. Customer will call back when device info is available.

Troubleshooting Steps
  • Confirmed solid red LED status
  • Asked about and verified WAN cable appears plugged in
Key Observations
  • Agent did not perform basic troubleshooting such as power‑cycle or factory reset.
  • Repeated requests for model/serial without offering alternative guidance left the customer stuck.
  • Paid‑support offer was made without confirming the customer's willingness to purchase.
Positive Highlights
  • Agent asked for device information and verified the WAN cable connection.
Agent Errors / Gaps
  • Failed to provide basic troubleshooting steps (power cycle, reset).
  • Did not acknowledge or empathize with the customer's frustration.
  • Repeatedly asked for device information without offering alternative diagnostic paths.
  • Offered paid support without confirming the customer's acceptance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Call ended without resolution; customer decided to call back later with model/serial. No solution, escalation, or confirmed troubleshooting path provided.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent asked about physical connection, ISP, and LED status (solid red), which are relevant diagnostic steps. However, no reboot, speed test, or firmware check was attempted.
R3 Not Met Correct resolution path conf 98%
Agent incorrectly stated free troubleshooting is unavailable for out-of-warranty devices, violating OOW policy requiring best-effort help. Offered paid support prematurely without basic triage.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified solid red LED and possible bridge mode as symptoms and asked about ISP and cable connection. However, no logical sequence to root cause was established.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used (e.g., remote diagnostics, speed test, firmware check). Customer could not access router interface, but agent did not guide through local IP access or suggest Ethernet test.
T3 Not Met No misinformation conf 97%
Agent claimed free troubleshooting is not available for out-of-warranty devices, which contradicts KB policy requiring best-effort support regardless of warranty.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent maintained basic call flow and repeated requests, but failed to set expectations or control the interaction effectively when customer struggled.
C2 Partially Met Confirmed understanding conf 92%
Agent used simple language and repeated requests clearly, but did not adapt to customer’s physical limitations or confirm understanding of steps like taking a photo.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; repeatedly deferred action to customer (take photo, call back) and offered no proactive troubleshooting despite known symptoms.
O2 Not Met Proactive follow-through conf 95%
No clear next steps were assigned; only suggestion was customer might call back later. No timeline or ownership of follow-up established.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Solid red LED and loss of connectivity are escalation triggers per KB, but agent did not escalate or attempt diagnostics that could resolve or justify escalation.
E2 Not Met Escalation prep & handoff conf 96%
No escalation was executed, and customer was not informed of any escalation path, team, or timeline.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent said 'I do apologize to hear that' but did not acknowledge customer’s frustration with device placement or repeated failed attempts.
X2 Partially Met Tone & rapport conf 92%
Agent remained polite and continued to ask questions, but did not adjust pace or method (e.g., suggest alternative access) to reduce customer effort.
X3 Not Met Overall experience conf 95%
Agent repeatedly asked customer to take a photo despite physical difficulty accessing the label, creating unnecessary effort without offering alternative paths.
Call Transcript31 turns · 35 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.Linksys.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 service options, press 2. [silence] Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. 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 service options, press 2. To hear these options again,
00:00
Speaker 1
yes my looks is kept saying it was going into bridge mode whatever that is so i reset my [silence]
01:00
Speaker 2
press 8. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com slash r slash linksys. Hello thanks for calling Linksys technical support. This is Charm, How can I assist you today? [silence] Charm: Yes. Yeah. I think that you're trying to move them to some location, but my receipt, what do you want me to do on these parts?
01:00
Speaker 1
Oh, yay. That's like in a really messed up spot.
02:00
Speaker 2
Okay. I do apologize to hear that one sir, but no worries, let me assist you with this concern. [silence] Before we proceed sir, kindly provide the model number and the serial number of your Linksys router. [silence] You can find it under the router or on the sticker. [silence]
02:00
Speaker 1
Yeah. I can't read this at all. It is like so small. Yeah. Yeah. Can you hold a second?
03:00
Speaker 2
You can take a photo of that one, sir, and you can zoom it in. [silence] All right, nice.
03:00
Speaker 1
[silence] where's my... meh. Yeah, uh. I can't find my camera here. [silence]
04:00
Speaker 2
Can you see there this real numbers.
05:00
Speaker 1
Yeah, I can't find my phone or camera here. I mean, are you sure you need this? Is there any way of getting around this? [silence] Well, I know it's out of warranty. I know that much. [silence] What the hell? Fertilizer.
06:00
Speaker 2
yes, we'll be model number and the serial number. We need the model number so that we can walk you through on how what are troubleshooting steps that will be done and also the serial number so that we could check the warrant and the status of your device.
06:00
Speaker 1
I've been doing warranty updates on these stupid phones and nothing works right. Okay, let's see if I can... Get the... I know it's... out of... warranty.
07:00
Speaker 2
And also so for out of warranty device, we could not provide free troubleshooting over the phone. However, if you insist we can provide you one time nonrefundable technical support. Session lasting up to [REDACTED_PAYMENT_DIGITS] minutes. But you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, sir if you don't want to proceed with the payment, what we can do is we can send you an email instead on how to troubleshoot it yourself.
07:00
Speaker 1
Yeah. Yeah. Yeah. I can't get to the, the thing. This is like the worst whoever put this model number in the spot they put it in is like, really. Yeah, I can't. [silence]
08:00
Speaker 2
And also you may consider trying our link sys AI agent for guidance. And it is free of charge. But we really need the model number so we will know on how to walk you through and how to do it.
08:00
Speaker 1
[silence] How do you take a photo with a thing now? Uh, yeah, I can't get to the model number on this thing, it is, like, in the worst spot. That you can get to it at. Uh, Okay, it's a mesh router. Says, develop I-F-I gives me a.
09:00
Speaker 2
about the serial numbers there. Can you see the serial number?
10:00
Speaker 1
password name [silence] Rolips [silence] beer [silence] pesky [silence] you [silence] you [silence] you [silence] got [silence] this [silence] in [silence] the [silence] worst [silence] spot [silence] you [silence] can [silence] oh [silence] you [silence] know [silence] it's [silence] like [silence] under [silence] a [silence] bunch [silence] of [silence] stuff [silence] looks [silence] like [silence] four Yeah, I can't make, I can't make any of this out. They got it in the worst spot you can put it. It's like underneath and deep. It looks like a Vel... Setup burger or something like that. It's a red. It was a bright green but I can't get it to go back to that. I don't know.
11:00
Speaker 2
All right. And also, sir, um, can you tell me what's the light status of your, of this router right now, the one that is connected to your modem? All right. So solid red.
12:00
Speaker 1
what what it is I mean all I know is like I was doing something and it went into a it's the develop bridge mode and I have no clue what the bridge mode is and after that it was it was on my screen I would go into the develop the oh what do they call it the the app that goes into my router and it would just like not get there
13:00
Speaker 2
Where did you get that? Notifications first. That there are... I see. How about the physical connection, sir, did you try to check if the cable is properly plugged in from the modem to this router?
13:00
Speaker 1
it looks like it is plug then any suggestions
15:00
Speaker 2
All right so it's properly plugged in.
15:00
Speaker 1
Yes. It's, um, oh, who is it? Um, forgetting right off the top of my head. It's, uh, Yeah. No, it's a more common one. I think it's Comcast. Um, Yeah, it's the same one that some of the phones are on. Um,
16:00
Speaker 2
And a light status is solid red. Correct. And also sir, may I know who's your Internet service provider? Is it the spectrum xfinity comcast?
16:00
Speaker 1
[silence] think it's Comcast. You know do know, it's a fiber gigabit connection. I mean, even getting the reset button is it's like deep and there you can barely get to it. It's a really bad setup. I mean, I, I can't even see it. It's like three inches deep into this thing. I can't even, I can't even see it. It's so deep. It's It's like, I don't know, a good couple inches deep into the thing.
17:00
Speaker 2
Okay. You cannot provide the model number and the serial number of the device. And have you tried to take a photo of that sticker so that you can zoom in to the photo?
18:00
Speaker 1
It's a really messed up setup.
19:00
Speaker 2
I can walk you through what it is, I don't know what the model number of your device, I cannot walk you through or I cannot send you the troubleshooting guide for this device since we don't know what device it is any router and also Vel Hopper routers but I could send you a generalization.
19:00
Speaker 1
I can maybe, eh, can I call you back when my daughter gets in? She might be able to get to it better than I can. Yeah, that I that might be best cuz I can't get to this thing at all. It's it's deep in there. She she's better with this stuff as far as photos and things go. Uh let me just call you. Okay. All right. Thank you. Appreciate your help. Thank you. All right.
20:00
Speaker 2
All right. Are all right, yes? Mm-hmm. Yes, sir. You can contact us back. I see. All right, so I'll just take a note of this. All right. Thank you so much also, sir. Bye for now.
20:00