V2 Rubric Detail — 4982f3e6-6fdd-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 14:59
Duration
6m 58s
Contact
Ember Welch
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00134616
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to assist based on warranty status, violating the OOW best-effort standard and abandoning the customer's technical issue.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-38.0)

V2 Grader Summary

The agent incorrectly denied support due to warranty expiration, failed to perform any troubleshooting, and provided inaccurate information. The interaction lacked empathy, ownership, and technical validity, leaving the customer's issue unresolved. Auto-zero applied due to evasion of responsibility.

V1 Case Analysis

Customer reported Wi-Fi connectivity issues (devices blocked, solid red LED). Router out of warranty (2020). Agent offered $15 paid support, misheard email, and promised instructions via email (not sent during call). No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect product model number, a critical protocol violation for troubleshooting.
  • Asked for serial number of a 'Linux device'—irrelevant and incorrect per KB.
  • No troubleshooting steps performed despite clear connectivity issue and LED indicator.
  • Misheard and incorrectly spelled customer's email address, failing to confirm it.
  • Promised email with instructions was not sent during the call, leaving issue unresolved.
  • Incorrectly stated that solid red LED means 'offline' and requires reconfiguration, contradicting KB escalation triggers.
Positive Highlights
  • Correctly identified the device as out of warranty based on serial number lookup ([03:00]).
  • Offered a paid-support option in accordance with policy for out-of-warranty devices.
Agent Errors / Gaps
  • Failed to collect or verify product model number ([01:00]–[06:00]).
  • Requested serial number of a 'Linux device' instead of the Linksys router ([01:00]), which is not a valid product category per KB.
  • Provided no diagnostic steps for Wi-Fi connectivity or solid red LED issue ([04:00]).
  • Misheard and incorrectly spelled customer's email address as phonetic alphabet instead of 'welch.ember@gmail.com' ([05:00]–[06:00]).
  • Did not confirm the email address with the customer before promising to send instructions.
  • Failed to follow KB escalation triggers: solid red LED after reboot should prompt escalation or factory reset guidance, not just reconfiguration.
  • Incorrectly implied that reconfiguration is the only fix without attempting standard steps (reboot, modem check, firmware update).
  • Contradicted KB by stating solid red LED means 'offline' without guiding customer through reboot or reset steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered no resolution path beyond paid support or email instructions; issue was not resolved and no troubleshooting was performed.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped basic troubleshooting (e.g., power cycle, firmware check, LED status verification) and immediately defaulted to paid support offer.
R3 Not Met Correct resolution path conf 96%
Agent stated 'we cannot offer assistance anymore' for OOW devices, violating the OOW standard requiring best-effort troubleshooting regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked for 'serial number of your Linux device' — a non-existent product — showing no diagnostic logic or understanding of the issue.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote access, admin UI, speed test) were used or suggested despite a connectivity issue requiring technical validation.
T3 Not Met No misinformation conf 96%
Agent referred to 'register.linksis.com' (incorrect domain) and claimed no free support for OOW devices, contradicting documented policy.
Communication
C1 Not Met Clear & professional language conf 93%
Agent failed to set expectations or control the call, jumping directly to paid support without framing the interaction.
C2 Not Met Confirmed understanding conf 92%
Agent used robotic spelling of email (Whiskey, Echo, Lima...) without confirming comprehension; customer had to repeat address multiple times.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abdicated ownership by stating no free support available, pushing customer to paid option instead of owning the issue.
O2 Partially Met Proactive follow-through conf 85%
Agent committed to sending email within five minutes, but provided no content preview or confirmation it would help resolve the issue.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
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 94%
Agent showed no empathy for customer's situation (e.g., inherited router, multiple devices failing); response was purely transactional.
X2 Not Met Tone & rapport conf 93%
Agent continued scripted language despite customer frustration and confusion, failing to adapt tone or pace.
X3 Not Met Overall experience conf 92%
Customer repeated email address multiple times due to inefficient spelling method; no proactive steps taken to reduce effort.
Call Transcript11 turns · 12 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 depending on your issue. To hear more about your service options, press two. Please have your devices 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 May, how can I help you?
00:00
Speaker 1
My house has been having a lot of Wi-Fi troubles recently, and I had to do my modem is through spectrum and my routers through you guys, so, um, I got everything fixed on the modem end, but the, I, on a lot of my, like, technology, it's not really, like, it's saying it's blocked now, as it wasn't blocked before. So, like, for example, my playstation is, like, saying that I can't connect to the Wi-Fi because of the IPS, I think. So, yeah. Yeah, I have.
01:00
Speaker 2
uh-huh. Mm-hmm. Let me check that one for you then. Can you have the serial number of your Linux device that's on the sticker underneath?
01:00
Speaker 1
Got it ready. Um, it's going to be 20310T capital C, 6725138. Yeah. Yeah. Wait, I'm sorry. I didn't catch that. I believe I just have the. Um, I don't, I think my step, my like ex step dad set up this router and I haven't had contact with him since I was 12 years old and I'm about 18 now. So
02:00
Speaker 2
Got it. So, indeed, it shows here the device is already out of warranty way back year 2020. And for out of warranty routers, we cannot offer assistance anymore, not unless you're willing to pay for $15 for our paid connect option, which I can support you within an hour. I can fix your whatever issue you have on your linked device. If you don't want to proceed with that, I can send you email and that email contains instruction and
03:00
Speaker 1
Yeah, yeah, it's connecting to my phone all right. I mean, it doesn't connect very well from my room compared to the router and everything is in the living room. But um, it just won't connect to like most of the devices in the house. I don't know why my phone is fine. It's red on the top for me. Yeah, it's a it's a red dot. [silence]
04:00
Speaker 2
how you can fix your Linksys device, like you need to do it on your own. Your concern was about the connectivity, right? It's still online, but you're having connectivity issues, am I right? It's still online, but you're having connectivity issues. Um, most devices. But your Linksys mesh right now, they're all solid blue on top? The lights that is on top? How about the main one plugged in straight to the Spectrum box? Is that also solid red or blue? Okay. That only means it's offline.
04:00
Speaker 1
okay, I think the email is fine. I can probably, I can probably do it. I feel like, I just have to figure out where these, uh, welch.ember, W-E-L-C-H, period, E-M-B-E-R, at gmail.com.
05:00
Speaker 2
Having a red light, that means the internet is not working. Having a solid blue light, that means it's working fine. So, you really need to reconfigure all your Linksys device, including the extender. And yeah, since your device is already out of warranty, I can just send you an email on how you can do it. Not unless if you're willing to proceed with our paid service, which is $15 for one-time troubleshooting that will last for an hour. Okay. What's your active email address? Mhm.
05:00
Speaker 1
That sounds right. Yes. Yes. Yes. Yes. Yes. Okay, thank you. Yes, you too, bye.
06:00
Speaker 2
Okay, just to make sure I got it here, right? That's Whiskey, Echo, Lima, Charlie, Hotel. Echo Mary Boy Eagle Romeo at gmail.com. Is that right? Uh, your first name, is it Ember? Okay, which is spelled as E for Echo, M for Mike, Boy, Echo, Romeo. Ember, right? Okay. And your last name, is it Walsh? It's Whiskey, Echo, Lima, Charlie, Hotel. Okay. All right, Ember. So, I will send you email then. Once this call will end, just wait for five minutes max, and I'll send the instructions via email. Okay? You're welcome. Thank you for calling again, Amber. You take care. Bye bye.
06:00