V2 Rubric Detail — 40177612-73c3-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-29 14:03
Duration
8m 1s
Contact
Melvin Larkins
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135142
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_MR20EC
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership3.21/5
EscalationN/A
Customer Exp0.71/5
Overall29.0% (-27.0)

V2 Grader Summary

The agent failed to perform any troubleshooting despite the customer providing a specific symptom (solid purple LED). The interaction violated the OOW best-effort standard by redirecting the customer to paid support or an email without any diagnostic attempt. No technical tools or KB-backed processes were utilized.

V1 Case Analysis

Router shows solid purple LED after reset; cannot connect to modem. Warranty expired; offered paid support or email with troubleshooting steps. Customer chose email.

Troubleshooting Steps
  • Asked customer to connect to the default Linksys Wi‑Fi before using the app
  • Requested serial number
  • Asked for ISP name
Key Observations
  • Agent did not perform any basic network troubleshooting (power‑cycle modem/router, verify WAN status).
  • Serial number was not fully captured or confirmed, leaving device identification incomplete.
  • Agent repeated the ISP question multiple times with garbled speech, causing confusion and inefficiency.
  • No attempt was made to identify the router model or confirm topology, despite the LED behavior being model-specific.
  • The solid purple LED indicates the router is in setup mode (per KB: led_intelligent_mesh_consumer.md), which requires setup completion — a critical diagnostic clue ignored by the agent.
Positive Highlights
  • Agent was polite and maintained a professional tone throughout the call.
  • Collected customer's name, email, and created a case record, fulfilling basic case management.
  • Provided the customer with a self-help option (email with troubleshooting steps) when paid support was declined, aligning with out-of-warranty support policy.
Agent Errors / Gaps
  • Failed to execute standard troubleshooting flow for a router‑WAN connectivity issue.
  • Did not obtain a clear product model number, despite it being essential for LED interpretation and setup guidance.
  • Repeatedly asked for ISP information with garbled speech (e.g., 'Meno who's your ISP?'), causing customer confusion and inefficiency.
  • Ignored the diagnostic significance of the solid purple LED, which indicates the router is in setup mode and needs configuration — a key step per KB documentation.
  • Did not guide the customer through the setup wizard or local web interface (http://192.168.1.1 or http://myrouter.local), which is the correct path for a device showing solid purple.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any troubleshooting; only offered paid support or an email with steps.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken (e.g., power cycle, check modem, verify WAN connection); agent skipped all troubleshooting.
R3 Not Met Correct resolution path conf 96%
Despite OOW status, agent failed to provide best-effort troubleshooting (e.g., reboot sequence, LED interpretation, local login) as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify the root cause or ask any diagnostic questions. The customer explicitly reported a 'solid purple' LED, which according to led_intelligent_mesh_consumer.md means 'Ready for setup', yet the agent did not use this to guide the customer toward the setup wizard or local interface.
T2 Not Met Appropriate tools / resources used conf 98%
No tools or KB resources were used. The agent did not direct the customer to the local web interface (http://192.168.1.1) or perform a WAN check, both of which are required by universal_isp_modem_diagnostics.md and universal_firmware_update.md for this symptom.
T3 Partially Met No misinformation conf 92%
Agent correctly stated that the device must be connected to the default Wi-Fi before opening the app, which is consistent with general setup logic, but provided no other technical guidance or KB-backed instructions.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent collected customer info and set expectations, but lost control by abruptly shifting to fee discussion without technical engagement.
C2 Met Confirmed understanding conf 92%
Agent used simple language, repeated for clarity, and avoided jargon; adapted to customer’s communication level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent did not transfer, but also did not take ownership of resolving the issue—only offered email or paid support.
O2 Partially Met Proactive follow-through conf 89%
Agent promised to send a step-by-step email but gave no timeline or confirmation of follow-up.
O3 Met Closure confirmation conf 96%
Agent recorded name, email, and serial number; no prior history existed to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted—issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed minimal empathy—only a brief 'Are you okay?' before moving to warranty/fee discussion.
X2 Partially Met Tone & rapport conf 89%
Agent remained polite but did not adjust tone or pacing to customer’s frustration; engagement was transactional.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number multiple times and was forced to wait for an email instead of receiving real-time help.
Call Transcript15 turns · 15 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 one now. For out of warranty products, paid support may be available. Depends on your issue. To hear more about your service options, press two. 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 depends on the issue. ** [silence]** Hi. Thank you for calling ** Linksys technical support**. This is Rio. Huh. How can I assist you for today?
00:00
Speaker 1
My, my router was working perfectly fine the other, like yesterday and then all of a sudden it stopped working. And I was trying to reconnect it to my modem and I have internet connection and everything like that, but it's still not connecting. So I was wondering if you could help me out with um trying to troubleshoot what's going on with the router. Like it keeps popping, so I hit the reset button on the back, I held it for the 10 to 15 seconds and then it keeps popping up with like a a purple, a solid purple color on there and I'm going through the steps like on the app, but it's saying it's not connecting to the modem. I don't know what to do now. [silence] You said uh the website?
01:00
Speaker 2
Oh, I do apologize. You experienced this issue with your Linksys devices here. But, uh, when you try to open, uh, your Linksys app, have you tried connecting first to the Linksys Wi-Fi before opening the app? Uh, no, what I mean is you need first to connect your
01:00
Speaker 1
Yes, I'm doing that every time and it's still not like, so I've been I've been on it. So I get on the Wi-Fi, like I'm on it right now. I get on the Wi-Fi, then I go to the app. Uh, but it keeps telling me like no internet connection whenever I'm on that that Wi-Fi. Yes, one second. This serial number is 50 U.
02:00
Speaker 2
your Linksys need first to connect to the Linksys default Wi-Fi name before you can open the app have you tried that? Okay and mm-hmm. Okay. It's supposed to be whenever whenever that your device is not connected to the Linksys default Wi-Fi name uh it will not let you open the app. Can you provide to me what's the serial number for the Linksys device that you have? [silence]
02:00
Speaker 1
do 100m, 1A, C, 0100, [silence] 00, [silence] 100.
03:00
Speaker 2
C. [silence] Right. [silence] How many total of Linksys devices you have? This one. [silence] Uh sir Reno who's your internet service provider? Meno who's your internet service provider? Your internet service provider, sir.
03:00
Speaker 1
Yes, this is my first time, because we never really had an issue. We've been having this device for, I want to say, a year or two now. So, uh, not sure like what happened. It was working perfectly fine earlier in the day, came home and it wasn't working. Get over there. Yes, my name is Melvin Larkins III. Yes, M E L V I N L A R K I N S 0 0. Oh, sorry. I'm sorry. M I that's mine. I'm just letting you know, I'm sorry. My name is Melvin Larkins, and then uh, Roman numeral three for the third.
04:00
Speaker 2
Is this the first time you called Linksys? Are you okay? Got it sir. Let me just take a look with the device that you have here. We create a record for you first through the system before we proceed. May I know your first name and last name? I can. Can you spell it out for me please? Got it. How about email address?
04:00
Speaker 1
So it'd be my first name last name. So Melvin Larkins 00 at gmail.com. All right.
05:00
Speaker 2
got it thank you can you give me three minutes let me just fill in everything first in the system yeah All right
05:00
Speaker 1
Can you send me the email, please? All right.
06:00
Speaker 2
Sir Melvin, I was able to create a record for you in the system. However, based on the records here, the warranty of your product is already been expired. And just to set proper expectation, that we no longer provide free technical assistance for out of warranty devices. However, if you insist, you can, 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, the only option for you for free, I can only send you an email on how you can possibly troubleshoot your device so that you can connect it back to your internet so it will work. Which one do you prefer? Okay. Got it, sir. Sir, let me confirm again your email address if I got it correctly, okay, it's Melvin larkins@00@gmail.com.
06:00
Speaker 1
Yes. Okay. Thank you. You too. Oh, oh. Okay. Thank you.
07:00
Speaker 2
Okay. OK, all right, after our calls, Sir, give me just three minutes because I'm going to compose a step-by-step procedure for you and then that's the time you can uh refresh your email, okay? All right, thank you so much, Sir Melvin. You have a nice day ahead. Bye-bye for now.
07:00