V2 Rubric Detail — 509e4368-69d1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 22:18
Duration
8m 8s
Contact
Mandy Ruffer
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133679
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200_Child node lost connection

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp1.07/5
Overall21.6% (-34.5)

V2 Grader Summary

The agent failed to conduct proper troubleshooting, incorrectly stated the warranty had expired, and defaulted to a paid-support offer without attempting resolution. Despite promising an email guide, no technical progress was made, resulting in an unresolved outcome with avoidable customer effort.

V1 Case Analysis

Customer reports one of three mesh nodes blinking red/disconnected, causing internet drops. Agent offered paid support and emailed a generic reset guide; issue remains unresolved.

Troubleshooting Steps
  • Asked about LED status of parent and child nodes
  • Suggested resetting/reconfiguring the problematic child node (no specific KB method)
  • Offered paid $15 troubleshooting session
  • Promised to email a generic reset/boot-up article
Key Observations
  • Agent never asked for or recorded the specific product model, limiting targeted troubleshooting.
  • Paid-support offer was presented before completing basic diagnostics, contrary to standard protocol.
  • Guidance was vague and did not follow mesh node reset/pairing procedures outlined in KB (e.g., 5-press or Pair button method).
  • Agent gave an inaccurate warranty statement without verification.
  • No confirmation of issue resolution before ending the call.
Positive Highlights
  • Polite greeting and professional tone throughout the call.
  • Collected customer's contact information for follow-up email.
  • Correctly interpreted blinking red LED as disconnected state (aligned with KB LED guide).
  • Offered a self-help path (email article) after customer declined paid support, which is acceptable for out-of-warranty handling.
Agent Errors / Gaps
  • Missing product model number collection (critical for mesh node troubleshooting).
  • Premature push of paid $15 support without completing free troubleshooting steps.
  • Incorrect warranty claim (stated warranty expired without verification).
  • Did not perform standard node reset/pairing steps (5-press or Pair button per KB).
  • No confirmation of issue resolution before ending the call.
  • Failed to guide customer through KB-supported mesh node recovery steps (e.g., factory reset child node, verify firmware, use correct pairing method).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue or achieve any outcome; only promised to send an article and offered paid support without confirming resolution path.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting sequence: skipped reboot steps, firmware check, or local access verification; jumped directly to paid support after minimal inquiry.
R3 Not Met Correct resolution path conf 94%
Agent incorrectly assumed device was out of warranty and immediately pivoted to paid support instead of verifying status or offering best-effort troubleshooting as required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Only asked for serial number, node count, LED color, and ISP; failed to identify symptoms systematically or determine root cause like firmware, backhaul, or configuration issues.
T2 Not Met Appropriate tools / resources used conf 92%
No use of tools: did not guide customer to check firmware, access http://myrouter.local, run speed test, or verify DHCP client list — all standard for mesh node issues.
T3 Partially Met No misinformation conf 89%
Correctly stated solid blue = online, but incorrectly claimed 3-year warranty had expired — many Linksys mesh devices have 3-year warranties and purchase date was not confirmed.
Communication
C1 Partially Met Clear & professional language conf 87%
Collected basic info and set expectation about warranty, but lost control by shifting to sales pitch without guiding through diagnostic steps or managing customer frustration.
C2 Partially Met Confirmed understanding conf 86%
Used simple terms but did not adapt to customer’s emotional state or check understanding; continued scripted flow despite customer expressing app failure and repeated resets.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Failed to take ownership: offered no direct help, avoided troubleshooting, and outsourced resolution to a $15 paid service or self-help article.
O2 Met Proactive follow-through conf 97%
Clearly stated: 'You will be receiving the email within five to ten minutes,' providing a specific timeline and next step.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or available; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on the interaction — issue remained at L1 level but was dismissed rather than escalated.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Said 'Sorry to know about that' but did not acknowledge repeated failures, app instability, or customer effort; empathy was generic, not specific.
X2 Not Met Tone & rapport conf 91%
Maintained transactional, sales-driven tone; did not adjust pace or style to customer’s frustration or confusion, missing cues like app logout issues.
X3 Not Met Overall experience conf 92%
Customer had to repeat information (e.g., problem description), and agent added effort by requiring self-service via email instead of guiding through steps live.
Call Transcript16 turns · 17 lines
Speaker 1
Yeah, um, I have the Linksys modes, and they just aren't aren't working properly.
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 serial number ready. For assistance, press one now. For out-of-warranty products, paid 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. My name is Raquel and how may I assist you today? I see. Understand. Sorry to know about that. May I have the serial number of your Linksys device? [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] I'm sure. Okay. Serial number. Oh my gosh. I can't - see. Okay. It's 38 u 20 M 18 C 0 3651. In a while, probably yes. Quite a few days, probably. Once a week is fine, but probably I'll be able to get it together quite a bit before then. Yeah. No, that's fine. That's fine. That's fine. Once a week is totally fine.A week is fine.
01:00
Speaker 2
satisfied I can further check it, okay? That is it. All right, thank you.
01:00
Speaker 1
Sure. 209-613-- five nine one six. OK. Yeah, perhaps. My email is Mandy Ruffner, so it's M-- A-N-D-Y-R-U-F-F-N, er, N-E-R, Mandy Ruffner@Gmail. Okay. Okay. Yeah. I mean, I must have spoken with someone when I set the whole thing up. Must have spoken with [silence]
02:00
Speaker 2
Alright, let me check the phone number.All right. It seems the phone number has no record. How about email address? All right.Huh.Uh-oh.All right, let me check you using the email address. Just for a moment.No record as well with the email, but no worries, I'll create one.First name: I assume you're Mandy, right?All right, thank you, andI assume you're Mandy, right?All right.Uh-oh.I see. Maybe that it all you were using before and old tools or[silence]
02:00
Speaker 1
Okay. Okay. three yeah Right now, it is solid.
03:00
Speaker 2
But notice, I'll create one here. And how many Linksys nodes do you have? And the light on top of the main parent node. May I know what's the color like? [silence] Is [silence] it red or blinking? [silence] Solid blue. [silence] The solid blue actually means it's online and connected. So, right now, no devices can get internet [silence] also, it's connecting. Do you have a device that can see the Wi-Fi name? Coming from this node? Like a smartphone. [silence] Are you still able? The Wi-Fi signal coming from the node. [silence] Okay, and when you connect to the Wi-Fi, it shows no internet, right? Mhm.
03:00
Speaker 1
like blinking red, like every day and I unplug it, I reset everything. [silence] It just [silence] is not working and my internet just drops often. [silence] Probably two to three years. [silence] It's just the one of the three. [silence]
04:00
Speaker 2
Okay. Okay. Okay I see is a did you mean something with disconnected one of your children nodes is disconnected from the network. But uh how long you been using this linksys router? Okay thank you and how many child nodes that is blinking a red right now? Okay get it. Cause what we can uh further trouble shoot is to reset and reconfigure the child node, restart the main parent node in order to reconnect back. And just to set your expectation, Jenny, going back to the hardware warranty in support of relinks routers.
04:00
Speaker 1
uh-uh. Uh-uh. Uh-uh. Mm-hm. do does that do they reset it on your end or are we talking about i'm just gonna unplug it and replug it um
05:00
Speaker 2
3 years hardware warranty and free complimentary technical support, however it's already ended. Do you wish us to troubleshoot, walk you through here over the phone? We do have this paid support service amounting to $15. That's one five. It's a non-refundable one-hour troubleshooting session. If we're unable to resolve the issue or we determine your device is defective, no refund or replacement will be given. Would you like to avail of this paid support for $15? We're going to like if you wish us to further troubleshoot the child note if unplug it and plug it back in still not able to connect. The the next plan is to reset and reconfigure it. Re-add it. And if you wish us to walk you through here over the phone, that's we have an alternative plan, which is paid technical service. [silence] User: So what would that cost? Agent: That is going to cost you $15. Thank you for $15. [silence]
05:00
Speaker 1
Hmm. Um, I mean like I've tried restart. Yeah, it's spectrum. Yeah. Yeah, I mean like. Yeah, I mean sometimes it's blue, it's, it's actually blinking blue all the time or it's red. It's never just a steady blue like it used to be.
06:00
Speaker 2
And by the way, who is your uh, who is your internet service provider? Sorry? All right. Thank you. If you don't want to proceed with uh with the paid support, my other option for you is I can send you an article guide to your email where you can follow the step-by-step instructions on how to reset the child node to reconnect back to your main parent node. You may try unplugging it first and turning it off. Then, if it's still the same, then you can reset the the child node and use the method that I'm going to send you via email. [silence]
06:00
Speaker 1
And when I try to use, when I try to use the Linksys app, it doesn't even work. It just keeps logging me out, searching, like, it's pretty useless, which is why I decided to get on a phone call. Mhm. Mhm. Yeah, okay. Yeah. Okay. No. Mhm. [silence]
07:00
Speaker 2
I see. Blinking red. It's actually totally disconnected. I see, got it. So then, got it. How about this? I'll try to add article guide for other work around for all your three notes. You can perform boot up sequence. You can follow that article guide to how to perform boot up sequence. Try this boot up sequence first. And then if it's still the same, especially for the childhood, if it's still blinking red, then you can follow all save all the reset and reconfiguration process. All right. And I think that this will all set. Anything else? Other questions? For links device? All right. You will be receiving the email within five to ten minutes. This once, again... Rachel, Mandy, have a wonderful night and thank you for calling JASIS. Welcome.
07:00