V2 Rubric Detail — 407444a4-70db-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 21:17
Duration
8m 4s
Contact
Wendell Menard
Issue Type
Speed/Performance
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: F — Non-Adherence to Callback Hours: Agent provided an incorrect support URL (supportthinkstudy.com), which is a hallucinated domain not affiliated with Linksys. This constitutes a critical failure under F (Non-Adherence to Brand Accuracy/Information Integrity), as it misdirects the customer and violates information security standards. The correct URL is support.linksys.com.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution4.06/5
Technical0.00/5
Communication0.00/5
Ownership3.57/5
EscalationN/A
Customer Exp4.29/5
Overall0.0% (-32.0)

V2 Grader Summary

The customer confirmed resolution after a power cycle and app login, meeting R1. However, the agent failed to use proper diagnostic tools, did not establish a logical troubleshooting path, and provided a materially incorrect support URL (supportthinkstudy.com), which triggers an auto-zero under critical failure F. Despite polite communication and case ownership, the technical inaccuracy severely compromises trust and self-service access.

V1 Case Analysis

Customer reported intermittent internet/high ping on MBE7200 after power outage. Issue self-resolved after power cycle. Agent failed to verify resolution, provided incorrect support URL (supportthinkstudy.com), and did not follow KB troubleshooting steps. Case closed without validation.

Troubleshooting Steps
  • Acknowledged customer's self-performed power cycle
  • Confirmed firmware was up-to-date (per prior interaction)
  • Discussed possible ISP outage
Key Observations
  • Agent provided an incorrect and non-Linksys support URL: 'supportthinkstudy.com' (KB reference: support.linksys.com).
  • No structured troubleshooting performed per KB (e.g., modem check, WAN status, LED verification).
  • Failed to verify resolution by asking for current speed/ping tests or node status.
  • Did not collect serial number despite discussing a hardware issue on a high-end device.
  • Misidentified device family (referred to MBE7200 as 'Node' without confirming Velop mesh system).
Positive Highlights
  • Acknowledged power outages as a potential cause of device issues.
  • Confirmed firmware was up-to-date based on prior interaction.
Agent Errors / Gaps
  • Provided incorrect support URL ('supportthinkstudy.com' instead of support.linksys.com).
  • Did not follow KB troubleshooting steps for power outage/post-outage diagnostics (e.g., modem check, WAN status, LED verification).
  • Failed to verify resolution by testing current performance or confirming stable connection.
  • Did not collect serial number, a critical field for warranty and device-specific support.
  • Prematurely closed the case without ensuring the problem was resolved or offering follow-up steps.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms system is working fine after prior actions: 'everything seems to be working fine now' and 'it's been working fine ever since.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent references power cycling as a potential fix and acknowledges prior troubleshooting (firmware check), but does not conduct independent verification or structured steps.
R3 Met Correct resolution path conf 95%
Agent correctly determines no further escalation or action is needed because the issue self-resolved and customer confirms stability.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent fails to ask diagnostic questions beyond 'what have you done?' and does not identify root cause; attributes resolution to power cycle without validating.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., remote access, speed test, admin UI) used to verify connection quality, firmware status, or node health despite being available and relevant.
T3 Not Met No misinformation conf 95%
Agent provides incorrect support URL: 'supportthinkstudy.com' instead of 'support.linksys.com' — a material error affecting self-service access.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacks structure: agent does not set agenda, uses excessive filler ('Mhm'), and allows long silences without regaining control.
C2 Not Met Confirmed understanding conf 90%
Agent uses vague, non-technical language and does not confirm understanding or adapt to customer’s troubleshooting level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the follow-up call, references prior case, and closes the interaction without transferring responsibility.
O2 Not Met Proactive follow-through conf 90%
Agent provides no next steps, monitoring advice, or timeline; only suggests calling back if issues recur.
O3 Met Closure confirmation conf 95%
Agent references the escalated case and acknowledges continuity: 'follow-up regarding the case that was escalated.'
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted as the issue had already resolved per customer report.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent repeatedly thanks customer, uses polite language, and acknowledges loyalty and patience.
X2 Partially Met Tone & rapport conf 85%
Agent maintains a courteous tone but does not adjust pace or style in response to customer’s narrative-heavy input.
X3 Met Overall experience conf 90%
Agent avoids asking for repeated information and references existing ticket ID, reducing customer effort.
Call Transcript16 turns · 16 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Eric from Linksys customer assurance team. May I speak with Wendell Menard? Hello, Wendell. Thank you for answering my call. Oh, I'm very good. Very good. Thank you so much for asking. Uh, so I'm actually here to do follow-up regarding the case that was escalated to our levels of department regarding your Linksys MBE 7200 concern. And, maybe I should ask if this is the best time for us to discuss and troubleshoot your device concern? Uh-huh. So, uh, what have you done? What have you done so far? What have you done so far? [silence]
00:00
Speaker 2
Eric yeah it's this have a good one. Hi, How are you today? Actually after I got off the call it seemed like everything seems to be working fine now. I don't know what happened. Huh?
00:00
Speaker 1
Oh, okay. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. Mhm. What? Mhm. Mhm. Mhm.
01:00
Speaker 2
Originally we had lost power and about three or four days ago. And from that point on, it seemed like the internet just kept getting worse and worse. And it kept kicking us out. And then this morning I tried I tried to get on and play a video game. And my ping was like at 1,100. So I couldn't even play. So I unplugged the main parent node. And that didn't seem to work. And I was having issues logging in with my um my app. I couldn't remember what the password was, but I did find it written down and put it in.
01:00
Speaker 1
Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-uh. Uh-huh. Um, I think this app Links this app. Um, premiere. The software, um. Yeah.
02:00
Speaker 2
I was able to get in. And from that point on, it seemed like everything was working. Now, the lady that I spoke to earlier, she didn't really actually do anything other than me getting the password. Now, she did check to make sure that I was up to date on my, um, I don't know what you call it. No, not the app. The, the, whatever we, uh, the firmware. Making sure we was up to date on the firmware. And we were. So, uh, other than that, once once I got into the app on my phone, it seemed like everything kind of straightened itself out. And it's been working
02:00
Speaker 1
Okay. Before I'll provide my comment, Wendell. Uh, by the way, this call is recorded for quality assurance purposes, okay? I believe, uh, when you perform a power cycle of your parent node, uh, that might be the one that's, uh, able to refresh all the system because if we have um, I see. So, it Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Oh, I see. [silence]
03:00
Speaker 2
So fine ever since. Yeah, uh, sure. Well, I did I did that a couple of days ago when I couldn't get into the app when we lost the power. It was starting acting up. So I went ahead and unplugged it and plugged it back in. Now, one thing we had gotten a notification from our internet provider and they said that we they said we were having problems with with our internet. But at the time at the time we didn't really see that big of a an issue other than just recently.
03:00
Speaker 1
Mm-hmm.
04:00
Speaker 2
Now we don't have our system plugged in to the router. We we had a guy come out a couple of months back and he was saying that with the system we have, we don't we don't need to uh be plugged into the router. So we plugged it directly into the uh into the node. Yeah. [silence] And and it's been working fine since since then. So [silence]
04:00
Speaker 1
that because we have encountered other cases that when there's like a strong power outage, it even like affects the device itself. Like sometimes it doesn't power on anymore, okay? Because it fits the very strong outage. And others, we also encounter that due to a very strong power outage, it even damaged the equipment of the ISP and it causes downtime for several days. It happened to our experience, okay? So, it might be a possibility that they might have as well, like uh with some updates with their system when they had the strong power outage. Okay. So, in the meantime, Wendell, I just want to let you know that I really appreciate your help here, especially taking my call. So, Yeah, we'll we'll have this one further verified. Mhm. Mhm. Yes.
05:00
Speaker 2
Yeah. Yeah. Yeah. Okay. And you know, you saying that, I could remember in previous times when we've had outages before like that, that I've had to call in.
05:00
Speaker 1
uh-huh. The older one? The older one. mm-huh. uh-huh. Mhm. actually, Wendell, the the additional information you provided, We're grateful that you stayed with Linksys and thank you for being a loyal customer, okay? So, your Node is actually one of our expensive uh system. This is the Wi-Fi 7 and thank you for buying this, okay? This is one of our expensive devices. And we're just very thankful and grateful, okay?
06:00
Speaker 2
And in those instances, well, we had the other Lynx is the original Lynx is um not the not the seven Wi-Fi seven yeah, we had the older one and I would have to call in to get it reconfigured and whatever but um this one it it this was the first time that we had a power outage since we had swapped over and um but yeah it seems to be working fine now yeah yeah yeah mm-hmm.
06:00
Speaker 1
again, uh, again, appreciate your extra time and patience with me, okay? So, uh, would there be anything else aside from my main concern? No worries. Okay, so if you have any other concerns, feel free to give us a call, okay? And you already have a ticket ID here. Okay, and if you like forget the ticket ID, you can just provide your phone number, we can always pull up your record, okay? Okay, you're welcome. So, my name again is Eric Wendell, uh, your level two technician, and you can also visit our website which is supportthinkstudy.com. Have a great day to you again and goodbye for now. You're welcome. Bye. Bye.
07:00
Speaker 2
right? No, well, thanks for calling back. I appreciate it. Okay. I will. Okay. Okay. All right. Thank you. [silence] All right. Thank you. Bye-bye.
07:00