V2 Rubric Detail — 4023ff42-74b1-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 18:26
Duration
8m 49s
Contact
Ceigan Patten
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135374
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Auto-Zero applied: Agent provided materially incorrect technical and policy information (T3 Not Met) by stating out-of-warranty customers cannot receive phone troubleshooting, which violates Linksys OOW support policy. This constitutes Avoidance/Evasion (B) — using warranty status as a reason to stop helping when best-effort troubleshooting is required.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication0.00/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent offered a few basic troubleshooting steps but never verified their effect, incorrectly claimed out‑of‑warranty customers could not receive phone assistance, and failed to resolve the internet outage. Communication was poor, empathy was lacking, and the call ended without a solution, resulting in an unresolved outcome. The policy misrepresentation triggers auto-zero under Avoidance/Evasion.

V1 Case Analysis

Router shows solid red LED; internet drops after a few minutes. Agent performed 5‑press reset, advised power‑cycle modem/router, suggested MAC‑clone. Failed to capture model number, misheard serial, and could not obtain valid email. No verification of fix. Call ended abruptly.

Troubleshooting Steps
  • Attempted to collect serial number (misheard)
  • Performed 5‑press reset of the router
  • Advised power‑cycling modem first, then router
  • Suggested MAC cloning if WAN connection fails
  • Offered to send self‑help email
Key Observations
  • Agent misheard and did not confirm the serial number at [01:00], leading to potential device misidentification.
  • No model number was requested, which is critical for accurate troubleshooting and firmware compatibility.
  • Email capture attempt failed due to poor communication pacing and lack of phonetic clarity at [06:00].
  • No verification of post‑reset LED state or internet stability was performed.
  • Call ended without confirming whether the customer understood next steps or if the issue persisted.
Positive Highlights
  • Correctly identified that the unit is out of warranty based on purchase year [02:00].
  • Provided the appropriate 5‑press reset procedure for many Linksys routers [01:00].
  • Suggested power‑cycling the modem before the router, a standard and correct first‑step [03:00–04:00].
Agent Errors / Gaps
  • Misheard and did not confirm the serial number at [01:00], violating protocol for device identification.
  • Failed to ask for or record the router model number, a required step for accurate support.
  • Did not verify whether the 5‑press reset or power‑cycle resolved the solid red LED issue.
  • Poor email capture technique: did not use standard phonetic alphabet (Alpha, Bravo, Charlie) and failed to repeat back the full address for confirmation.
  • Allowed the call to end without confirming resolution or establishing a valid follow‑up path, resulting in operational abandonment.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never got the router back online and only offered to send an email; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent suggested 5‑press reset, power‑cycle modem/router, and MAC‑clone, but did not verify results or perform full diagnostics.
R3 Not Met Correct resolution path conf 90%
Agent stated he could not walk the customer through troubleshooting because the warranty was expired, contrary to OOW policy that requires best‑effort help.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified solid red LED and intermittent internet, asked for serial number, but skipped key diagnostics like checking wired connection or ISP status directly.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent referenced internal warranty check and proposed MAC clone, but did not use remote tools, logs, or guide customer through diagnostic tests that would confirm root cause.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect information: claimed out-of-warranty customers cannot receive phone troubleshooting, which contradicts Linksys OOW policy requiring best-effort support.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked clear framing, the agent lost control during the email‑spelling exchange and ended abruptly without confirming next steps.
C2 Not Met Confirmed understanding conf 85%
Agent used technical jargon, struggled to understand the customer's spelling, and did not adjust language or check comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not see the issue through to a solution and handed off to an email without confirming the problem was resolved.
O2 Met Proactive follow-through conf 90%
Agent promised to create a ticket and send an email within five minutes, giving a concrete next‑step and timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never acknowledged the customer's frustration or repeated‑contact fatigue; tone remained scripted.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt to the customer's confusion about the email address and failed to re‑engage effectively.
X3 Not Met Overall experience conf 90%
Customer had to repeat the email address multiple times; agent added unnecessary friction instead of simplifying the process.
Call Transcript12 turns · 15 lines
Speaker 1
Hey, I was just like, I don't really know how to ask this question, but basically, so my internet that I have right now, it only works for like a couple minutes, and then it
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's serial number ready. For assistance, press one now. For out of warranty products, paid support now. 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 depending on the issue. Thank you for calling Linksys. This is Jay. How can I help you?
00:00
Speaker 1
[DOWNWEIGHT] I was wondering what I could be allowed to do, fix that. Okay, I've gotten it. Two, nine, Z, one, zero, M, two, five, A, one, six, seven, nine, three. Yeah.
01:00
Speaker 2
Up until now, it's still having a red light on top. Okay, let me just check first. If you're still in warranty, I can then go ahead and assist you. The serial number is on the sticker underneath your router. Okay, what's the serial number? Okay, that's 29 victory 1 1 Mary, 2 5 Alpha one six seven nine three. Correct. Okay. At the back of your router there's actually a red button there, try to press that one for five times. Pick five. the press, press, press, press, the release, the release, the release. The red reset button at the back of your router. Try pressing that five times within five seconds. All right. What you just did is actually the easiest way to set it up. It's probably your social router was reset and it just needs to be set up again. Regarding the warranty, it shows here on my end. It was purchased the year 2020, correct me if I'm wrong, which seems to give one year warranty technical assistance for this product. That only means it is already expired when it comes to the warranty status.
01:00
Speaker 1
Right now, right now it's solid red. not flashing. Um, yes.
03:00
Speaker 2
Last year, 2021. Last 2021, I mean. But let's see if the 5x press reset that you did will make your router online. That only means you just need to set it up to make it work. For now, is it flashing red? What's the color on top? Again. Can you still see your original Wi-Fi on the list? Check your Wi-Fi on the list. Okay, that means your router is still configured. And prior calling us, you already did the boot up sequence, like you have to unplug both the Linksys and modem for a minute and you need to turn on first...
03:00
Speaker 1
ahem sorry unplug both of them with both of them okay
04:00
Speaker 2
The modem, you need to wait as well for the modem to totally boot before you turn on Linksys. In that way, Linksys and modem can communicate again. But in plugging both and then trying the modem first, waiting for it to totally boot up before you turn on Linksys. That's one thing you can try. Aside from that if it's Uh-huh. Go ahead. You're saying something? Yeah, unplug both your modem and then the router. But yeah, those are the troubleshooting steps I can recommend. So, if ever it's still offline after you need to have a computer already that can be wired. Having a wired connection. From the modem, we can get its MAC address. Also, we can also I mean validate the the Internet connection if the modem can really go online. So, we can then do MAC clone on the router side that's going gonna be the last troubleshooting. If ever the router is still offline, that only means it has already a hardware problem for the whole process of doing that since your router is out of warranty, I cannot walk you through via phone. I can send email instead for self-help instruction. Do you want me to send you an email? Or, we also have other option paid of support, which is it will cost you just one time troubleshooting. The email that's free. Okay. What's your active email, Agus?
04:00
Speaker 1
Tegan, Ok, so you said, tegan.patten67@gmail.com. No, T-E-L-L. No, no, no. So that's a p-a-t-t-e-n.
06:00
Speaker 2
67 at gmail.com... hmmm.... the first letter of your email is it D for David?... what's the first letter then?... P for Papa... so I have here... I guess so P for Papa, Echo India Georgia, Echo Nancy, dot... is it P for Papa again?... P A for Alpha... mm-hmmmm... so can you spell that one to me again?... after the dot?... [silence]... D P E N... uh is it the...
06:00
Speaker 1
What, papa, what lets know [silence]What? I have no idea. Okay. Yep. Bye. .
07:00
Speaker 2
uh-huh okay thank you I believe this is already your first name and last name am I right? and who is your internet provider by the way? is it spectrum AT&T your internet provider? okay it's fine so I'll just create the ticket here and within five minutes you'll receive the email okay? okay okay thank you again for calling you take care bye-bye bye bye
08:00