V2 Rubric Detail — 470eeee4-6132-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 22:59
Duration
11m 30s
Contact
Karen Goodwin
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132499
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9000_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent engaged in Avoidance/Evasion (B) by refusing to perform basic troubleshooting and provided materially incorrect technical information (T3 failure with false URLs), constituting a critical failure under rubric.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting for a no-internet issue, incorrectly cited out-of-warranty status as a reason to avoid help, and provided invalid support URLs. No resolution path was achieved, and customer effort was increased through repetition and deflection, resulting in an unresolved case with critical compliance failures.

V1 Case Analysis

Customer reports solid red LED on MR9000, no internet. Agent confirmed out-of-warranty status, offered paid support, and promised to email a video link. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never performed any router or modem troubleshooting steps.
  • Provided incorrect URLs (support.links.com, support.lenses.com).
  • Mis‑recorded the model number and serial number.
  • Offered paid support without first attempting basic diagnostics.
Positive Highlights
  • Collected full contact information (name, phone, email).
  • Offered a self‑help video as an alternative to paid support.
Agent Errors / Gaps
  • Incorrect model/serial capture.
  • Wrong web addresses given to the customer.
  • Skipped required troubleshooting flow (power‑cycle, WAN check, reset).
  • Failed to verify router’s WAN connection or LED meanings per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the internet connectivity issue; only offered self-service options or paid support without fixing the problem.
R2 Not Met Diagnostic thoroughness conf 98%
Agent asked about LED status and ISP check but skipped essential troubleshooting like power cycling, checking physical connections, or attempting a factory reset.
R3 Not Met Correct resolution path conf 97%
Despite the device being out of warranty, agent failed to provide best-effort troubleshooting (e.g., reset, reconfiguration steps) as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
No logical diagnostic process followed — agent did not isolate the issue between modem, router, or configuration; jumped straight to warranty status and paid support.
T2 Not Met Appropriate tools / resources used conf 97%
No tools used — agent did not attempt remote diagnostics, guide customer to admin interface (http://192.168.1.1), or suggest speed/WAN tests despite needing them.
T3 Not Met No misinformation conf 99%
Agent provided incorrect URLs: 'support.links.com' and 'support.lenses.com' instead of correct 'support.linksys.com'; misrepresented support options.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, lost call control, and ended abruptly after offering an email with no confirmation or transition.
C2 Not Met Confirmed understanding conf 95%
Used technical terms without confirmation of understanding; no adaptation to customer’s level or communication style.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent disowned the case by immediately deferring to AI tool, video email, or paid service without attempting resolution.
O2 Partially Met Proactive follow-through conf 92%
Agent committed to sending an email with a video link, which is a next step, but gave no timeline or follow-up confirmation.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No escalation occurred despite unresolved issue; agent should have either troubleshooted or escalated, but chose avoidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was executed in the transcript.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No empathy expressed; agent ignored customer effort and frustration, remained transactional throughout.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt to customer’s pace or tone; no engagement checks or comprehension confirmations were made.
X3 Not Met Overall experience conf 98%
Customer repeated serial number and contact details unnecessarily; agent increased effort by not acting directly.
Call Transcript15 turns · 18 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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Corella. How may I help you? [silence]
00:00
Speaker 1
I'm having a hard time with my router. And after speaking with my internet provider, we went through everything and the modem seems to be working okay. But we're not sure if the router is functioning properly. Correct. It's the first time. Yes. The model number is MR900.
03:00
Speaker 2
okay. Okay. Uh huh. okay. So your concern right now, ma'am is you don't have internet connection using your linksys router. And you already called your provider and they said it's working fine, correct? Okay. Um, before we continue here, uh, let me just create a record. Have you called linksys before or this is the first time? All right. May I have the the model number and the serial number of your linksys device?
03:00
Speaker 1
The serial number is 328 B 004 97 and the tension after the M for Mary, it's 28 B as in boy, and then 00497. No, it's after the M for Mary, it's 28 B as in boy, and then 00497.
04:00
Speaker 2
okay, okay. let me check if I got this correctly uh the model number is an mr 9000 and the um serial number is uh 32 and then a for apple 10m for Mary two eight three zero zero four nine seven. okay.
04:00
Speaker 1
it's Spectrum. You need their phone number? Oh my phone number. Sure. My my phone number is two zero seven three one eight nine seven zero six. Uh Karen Goodwin. Yes. Correct. It is K R, I'm gonna spell it out for you, K A R U E N, S as in Sam. H a. one four zero nine.
05:00
Speaker 2
and who's your internet provider? and can I have also your phone number, ma'am? Your phone number? For record purposes? Yes. Okay. How about your first name and last name? Okay. It's K-A-R-E-N, and then last name is G-O-O-D-W-I-N. And how about your email address?
05:00
Speaker 1
at yahoo.com correctтих um it is solid red uh Well, we did, we did everything except for that.
06:00
Speaker 2
Okay. Sorry. We are having some technical difficulty. [silence] Okay. So again, um no Internet connection using your Linksys router, and what is the color of the uh LED LED light ma'am on the router? [silence] When you call your Internet service provider, um they tried also tracking the Internet from the modem, like have they advised you to connect a, um a computer to the um modem? Have they done that.
06:00
Speaker 1
Because I do not have a computer that I can connect to it. I don't have one that has an Ethernet cable. And There's two lights. One is on power and one is on online. They're both solid. Yes, phones and computers. [silence] correct. [silence]
07:00
Speaker 2
Okay. And, on the modem, what lights are on right now? Okay. So, the devices that will connect to your network. Mhm. To your router, is it like phones, computers? but your computer doesn't have the ethernet cable, right? Yes. And you only have one linksys device? Okay. Yeah, okay. So, ma'am, on the router, right now, the light is solid red. That is an indication that the settings are now set up to your router. router is not communicating to your uh modem to your provider okay so what we are going to do with that is we might need to do a reset and then reconfigure the settings okay? All right. But before we do start for um any troubleshooting ma'am, let me just um inform you about the um status of your router. It shows that your router MR9000 uh is already out of warranty. A complimentary phone support ma'am is no longer uh available. Okay. But you don't need to worry about it. We do have options for out of warranty Links products. The first option is you can take full advantage of our AI tool that can be found in our website and that is support.links.com.
07:00
Speaker 1
Okay. Can I have you email the video please?
09:00
Speaker 2
Our second option is I can send you an email with a video link that you can follow on how to reconfigure the settings. Okay? Well, the third option, this is our paid connect service where I can walk you through step by step on how to configure the router. This is our one-time non-refundable technical support that will last up to 60 minutes that will cost you $15. There's no guarantee also that we'll be able to fix the issue. And after the troubleshooting, if we found out that your device is defective, there will be no refund or replacement. So which options would you like to proceed ma'am? All right. No problem. Okay. So let me just um check again your email address where we can send you the email. That's Kruasha142@gmail.com.
09:00
Speaker 1
yes okay. pull on hold on. I was looking for my pen. LPS you said. LPS. okay. Okay. Okay. All right, very good, thank you. Bye-bye.
10:00
Speaker 2
Alright, and again, if you want to take advantage also of our AI tool thread support.lenses.com. Alright. So thank you for calling lenses, ma'am. This is Carla. Just wait for my email, okay? you're welcome. Bye.
11:00