V2 Rubric Detail — 4e2aff02-6672-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 15:20
Duration
16m 32s
Contact
Daniel Sruechte
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133249
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: reconfiguration
⚠ 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
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.86/5
Overall31.4% (-24.6)

V2 Grader Summary

The agent failed to perform any diagnostic troubleshooting or provide best-effort support for the out-of-warranty device, immediately defaulting to paid support. While technically accurate about warranty status and fees, and showing basic empathy, the lack of tool use, repeated customer effort, and no resolution path resulted in an unresolved outcome with significant gaps in technical and ownership expectations.

V1 Case Analysis

Customer (Daniel) unable to get wireless network after moving to a new house with a Spectrum modem. Out-of-warranty MX4200C. Agent offered paid support, then promised email with generic setup guide after decline. No troubleshooting performed. Issue unresolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent spent excessive time (4+ minutes) collecting serial number with repeated confusion and unclear transcription [02:00–06:00], indicating poor control and inefficiency.
  • Agent pushed paid support before offering any free self-help or basic troubleshooting, despite the customer being in a common post-move setup scenario [12:00].
  • No technical troubleshooting was performed; the agent defaulted to paid support and then generic email guidance after refusal.
  • Agent failed to acknowledge customer frustration or provide empathetic communication, especially after repeated confusion during data collection.
  • Call ended abruptly without confirming customer understanding or ensuring receipt of promised email [14:00–16:00].
Positive Highlights
  • Eventually confirmed correct model number (MX4200C) and serial number after extended effort.
  • Collected customer name and email correctly despite phonetic spelling challenges [08:00–10:00].
  • Provided a clear next-step by promising an email with setup guidance and referencing support.linksys.com after paid support was declined.
Agent Errors / Gaps
  • Did not provide immediate self-help steps before mentioning paid support, violating out-of-warranty support path expectations.
  • Misidentified the product model initially as 'MX42' instead of 'MX4200C' [07:00], risking incorrect guidance.
  • Failed to confirm serial number accurately during collection, causing confusion and long silences [04:00–06:00].
  • Did not attempt any basic troubleshooting steps (e.g., power cycle modem/router, check WAN connection, verify app setup) that could have resolved the issue for free.
  • Lacked empathy and failed to acknowledge customer frustration during a clearly stressful setup process.
  • Ended call without confirming customer received or understood the promised email or next steps [14:00–16:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any technical outcome; only offered paid support and promised an email with guidelines.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — no modem test, no local access check, no firmware or setup verification — before offering paid support.
R3 Not Met Correct resolution path conf 96%
Agent failed to provide best-effort troubleshooting for an out-of-warranty device; immediately defaulted to paid support without attempting setup guidance, violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms beyond 'can't get wireless network going' or ask diagnostic questions to isolate cause (e.g., modem connection, LED status, local access).
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used — no remote diagnostics, no guidance to test at modem, no instruction to access http://192.168.1.1 or http://myrouter.local.
T3 Met No misinformation conf 99%
Agent correctly stated product is out of warranty, quoted accurate $15 fee, and provided correct URLs (support.linksys.com, linksys.com).
Communication
C1 Partially Met Clear & professional language conf 91%
Agent opened the call and collected basic info but lost control during serial number verification and failed to set agenda or manage transition to troubleshooting.
C2 Partially Met Confirmed understanding conf 89%
Agent used polite language but did not adapt to customer’s confusion or simplify technical expectations; no comprehension checks after key statements.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent did not transfer the call and committed to sending an email, but took no ownership of troubleshooting the actual issue.
O2 Partially Met Proactive follow-through conf 88%
Agent mentioned sending email with guidelines but gave no timeline or confirmation of follow-up, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the early stage of interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy with 'I'm sorry to hear about that, sir' and remained courteous throughout despite customer disengagement.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a professional tone but did not adjust pace or style to customer’s fragmented communication or evident frustration.
X3 Not Met Overall experience conf 93%
Agent repeatedly asked customer to re-read serial number without using partial data already provided, causing unnecessary repetition.
Call Transcript25 turns · 28 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 if you're experiencing issues with your LinkSys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot. [silence] at support link cis. com. You can also connect with other users for tips and guidance at reddit.com slash R slash link cis. Thank you for calling Linksys. This is Ice. How can I help you? I see. I'm sorry to hear about that, sir. May I have the serial number of your link cis product? Take a picture of it or screenshot using your phone so that you can enlarge the picture and see it clearly.
00:00
Speaker 1
Okay, I can read it off here. You ready. 3, 8. I can't read it. Let's take a photo. [silence]
02:00
Speaker 2
[silence]
02:00
Speaker 1
[silence] Okay. Give me a now. Three, eight, U, IOM, 5882 04852. Yeah, correct.
03:00
Speaker 2
anyone with you sir, so that they can help you read the serial number. sir. so it's three eight U one zero M five eight eight two four eight five two.
03:00
Speaker 1
[silence].
04:00
Speaker 2
what what's the model of this links is radiation have sir can you verify again if it's correct the serial number 38 uh which are uniform 10 m a mine 588. so 5, 8 uh the next number is is it uh number 8 or a letter letter t or d because usually it's letters
04:00
Speaker 1
A-38-1 1 or I? I don't know if there's a one or an I. So start over. 3810 M 588 24857 852. It's two at the end. After after what? Hello? after
05:00
Speaker 2
58 okay, so can you verify that again that the next number 58 should be a letter 38u10m58 the next should be a letter
05:00
Speaker 1
looks like a B here. 38. Yeah. eight five two. [silence] looks like a,
06:00
Speaker 2
So it's 38 W You're diving 38 or WU. You all right. [silence]
06:00
Speaker 1
Yeah, that's on my computer. I have to go to another room. Look at the model number is M-Q-4200-C. The X-nos. [silence]
07:00
Speaker 2
So what's the, what's the Model Number of that sir? 42. MX42. So you have three nodes? Yes, we have three links of this product MX42.
07:00
Speaker 1
Max for 200 C. yeah Daniel Birch tree F R U exchanges T. BHT Yeah BHE e. He is elf. Yeah.
08:00
Speaker 2
100. Yes. All right. Got it. I'll create a record for you, sir. May I have your name? S, R, N, J, Daniel, your first name, and your last name is C, H, A, L, L, A, J, A.
08:00
Speaker 1
He says went out when that came in sick. It's F-R-I-C-K-T-E-E. well that's that to define it spam. are yeah F-R-U-E... T-E at m نیرووam.com E at m السوam.com at m السوam.com
09:00
Speaker 2
Yeah. And then next. Okay. scroach uh all right all right um daniel may i know your email address scroach um at msn
10:00
Speaker 1
I think I have two. I have two of those nodes. Yes. Today you're. I'm just trying. Just. Just got a new spectrum subscription. I'm trying to hook it up after dawn of, you know. It's automatic installing as a block number. Yeah.
11:00
Speaker 2
So you have three lynx products. You have two nodes, a parent node and a child node and they are model MX4200C. And who's your internet service provider, Daniel? Spectrum. So, so your two nodes are got disconnected or only one, the child node?
11:00
Speaker 1
I had to move my, I had to move my old router because I moved to a new house, and we have a new house with the new Spectrum modem, which is working fine, but I can't get the wireless network going. Oh, um, my spectrum modem, but I can't get the wireless network going. Oh. Um,
12:00
Speaker 2
I see. Since you moved to another place, Daniel, and you have a new modem from Spectrum, then your router will not really work, your Linksys routerbecause it needs to be set up again or reconfigure to your new modem. But I've checked on our system, Daniel, your product is already out of warranty, so I could not provide you free technical assistance. But if you want me to walk you through the steps, you will have to apply for the paid support.
12:00
Speaker 1
How much money? How much does it cost? How much does it cost? Okay. How long would you think it would take? How long do you think it will take? No, I'm going to just give it. Thank you. Thank you all. [silence]
13:00
Speaker 2
That will cost you money. if you want me to... yes. Uh, it will cost you 15 US dollars. yeah, one five. Pardon? you will apply for the paid support. All right. Then, uh, Daniel.
13:00
Speaker 1
yes Oh Not you Okay You have my email address Okay Yeah Thank you Okay
14:00
Speaker 2
since you don't want to apply for the page report, I'll just send you an email or the guidelines on how to reconfigure your nodes. Okay? Because that is free. All right. Yes. So, just check your email. And also, Daniel, you can also go to our site linksys.com, support.links.com because um, we have an AI agent or Linksys support assistant in our site that can also provide you some guidelines or guidence on how to set up again your node. So, you can also check that. All right. All right. Okay, uh, Daniel? Thank you. You're welcome. Thank you for calling Lexus. Once again, this is I. Stay care. Have a good day. Bye. Daniel? You're still on the line? [silence]
14:00