V2 Rubric Detail — 53192d32-68ce-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 15:24
Duration
11m 6s
Contact
Lashay Thompson
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133416
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node lost connection

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall56.9% (-5.1)

V2 Grader Summary

The agent correctly followed out-of-warranty protocol by offering a free email of instructions and avoiding dismissal, but failed to perform any actual troubleshooting or use diagnostic tools, leaving the core issue unresolved. While communication and ownership were handled appropriately, the lack of technical investigation resulted in no progress toward resolution.

V1 Case Analysis

Customer reported one MX4200 node flashing blue/red after deletion from app. Out of warranty; offered paid support (declined). Promised to email self-help steps to re-add the node.

Troubleshooting Steps
  • Offered to send self-help guidelines via email
  • Suggested using AI support assistant
Key Observations
  • Agent correctly identified product model (MX4200) and confirmed out-of-warranty status via system lookup.
  • No troubleshooting performed (e.g., power-cycle, re-add node via app) before proposing paid support.
  • Critical protocol failure: No case creation or HappyFox documentation despite clear need for case management.
  • Agent repeatedly mispronounced customer's name as 'Shayla' instead of Letitia, causing minor confusion.
  • Technical advice fully aligned with KB (no inaccuracies in warranty, paid support terms, or self-help paths).
Positive Highlights
  • Accurately identified product model (MX4200) and confirmed out-of-warranty status via system lookup.
  • Provided valid self-help path (email instructions + AI assistant) after paid support decline.
  • Maintaineed polite tone despite customer confusion and name mispronunciation.
Agent Errors / Gaps
  • Failed to create a case number or log the interaction in HappyFox — a serious protocol violation.
  • No troubleshooting performed before proposing paid support, violating standard triage process.
  • Repeatedly mispronounced customer's name despite correct spelling provided, demonstrating poor attention to detail and unprofessional communication.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never re-added the deleted node; only offered to email guidelines.
R2 Not Met Diagnostic thoroughness conf 95%
Agent asked only for the node’s LED status and then said a paid session was required; no step-by-step troubleshooting was performed.
R3 Met Correct resolution path conf 96%
Agent identified the MX4200 as out-of-warranty, offered paid support, then provided a free email of instructions – the correct OOW path.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No systematic diagnostic questions (e.g., power-cycle, reboot, check backhaul) were asked; root cause was not determined.
T2 Not Met Appropriate tools / resources used conf 93%
Agent did not use any internal tools (admin console, app, remote session) that would be appropriate for a node-addition issue.
T3 Met No misinformation conf 98%
All technical statements (out-of-warranty status, $15 paid-support fee, email of guidelines) were factually correct.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent eventually set expectations about paid support and email follow-up, but the call lacked a clear opening framing and had several pauses and repetitions.
C2 Met Confirmed understanding conf 95%
Agent used plain language, repeated spelling of names and email address for clarity, and avoided technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on the call, created a ticket, and offered to send instructions rather than transferring.
O2 Met Proactive follow-through conf 96%
Agent confirmed the email address and said an email with the guidelines would be sent shortly.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required for this OOW issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent began with an apology (“I’m sorry to hear about that ma’am”) and remained courteous throughout.
X2 Met Tone & rapport conf 93%
Agent matched the customer’s pace, repeated spelling for verification, and kept the conversation friendly.
X3 Met Overall experience conf 92%
Agent avoided unnecessary holds or repeated information; provided a single actionable next step (email guidelines).
Call Transcript20 turns · 21 lines
Speaker 1
Yes, I was actually calling one of my, I guess, the towers to the lengths is not functioning properly. I'm sure it's not connecting with the other two. And just wanted to see what I can do.
00:00
Speaker 2
WelSes. across. out. to your initials,
00:00
Speaker 1
[silence] Okay. The serial number is the number 388U1 0 as an O [silence] M as a M 31 B as in Boy 16 370.
01:00
Speaker 2
uh I'm sorry to hear about that ma'am may I may I have the serial number of your linksys router yeah I don't think all right
01:00
Speaker 1
my name is Letitia Thompson I'm sorry Letitia I may be under my husband Mervin L-A-S-H-A-Y H-A-Y yes [silence]
02:00
Speaker 2
Ma'am, I'll create first a record for you. May I have your name? Pardon? Your name is can you, can you spell your name, ma'am? L-A-L-R-E-N-C-E Le Chay. Let me spell your name phonetically. L f.... Lari, A for Apple.
02:00
Speaker 1
Yes, that's correct. Thompson, P-H-O-M-P-S-O-N. You're welcome. Spectrum. L. A. H. E. N. L. E. Y. The number three. [silence]
03:00
Speaker 2
S for Sam. H for Harry. A for apple. Y for yellow. Is that correct? All right, let's say your last name is Thompson. All right, thank you. And who's your internet service provider? Mind your email address, Ashley.
03:00
Speaker 1
ah uh That's correct. [silence] Yes. One of them was actually in our garage [silence] and um it's actually was the one that's malfunctioning. I went on to the app to try to see if I can try to reset things and accidentally deleted that one from So I need to get back online. Yes.
04:00
Speaker 2
so it's lahaylee3@yahoo.com. all right. your linksys router or nodes are model mx4200 and you have three of them, so on the app you deleted one of the nodes.
04:00
Speaker 1
Yes, there's only two listed. It was, it was three and I was trying to troubleshoot the third one that was malfunctioning and accidentally deleted that one from the actual linkages. It's been flashing blue and then it'll start flashing red. And then it'll start flashing blue.
05:00
Speaker 2
So you only see two nodes on your Linksys app. I'm sorry, [silence] All right. What's the light status of the one, the problematic node? All right. [silence] All right. Okay. Let me update you first of your Linksys product warranty status. because upon checking on our system, our records.
05:00
Speaker 1
And how much is that? One, five? Okay, so it's $15 just to get it.
06:00
Speaker 2
shows that your linksys router or nodes model mx 4200 is already out of warranty. therefore i could not provide you free technical support or assistance. but if you want me to walk you through adding your node that got disconnected, uh you will have to apply for paid support or paid connect service. the paid support will cost you 15 us dollar. uh uh yeah. one uh it's a one-time non-refundable technical support that will only last for this call session for a maximum of 60 minutes.
06:00
Speaker 1
Okay. try to reconnect the them now but that's not saying if that one would actually work what would for further technical support what would it cost okay but if we cannot that's just to get it back online and if it still once I get it back online and it's still having technical issues what would be the cost for me to to to get um I guess additional service [silence]
07:00
Speaker 2
Yes. Well, as I've mentioned, uh, this is a one time non refundable technical support. If, uh, the minutes for our session, uh, reaches 60 minutes, then you will have again to to uh, apply for paid connect service. As this paid connect service is only one time. So. Yeah. Yes. Uh, if we're able to, uh, connect this node and uh, you call us back again for another issue, uh, you will have to apply for paid support again. That will be the case. But, uh, once you apply for this paid support, uh, I have to tell you or set an expectation that, uh, it's not guaranteed. No, I cannot guarantee that we'll be able to connect or add your problematic node, because we don't really know what's really, uh, cause why your node got disconnected because it could be just a normal disconnection process, so we can just add it to your mesh system, or it could be a problem with the hardware of that node or an internet, uh, related issue. So, there's
07:00
Speaker 1
Okay. Um, well, actually, I'm, I'm not ready for that right now. Um, 'cause you said I actually have to pay for it. I'm not gonna gee, and we only have a max of 60 minutes. Okay, so that's not something I want to do right now. I'll just kind of look and see and see to just kind of move forward. Okay, if you want to uh, if You could send it to my email for like a consultation and then I'll keep that and maybe I'll reach out to you.
09:00
Speaker 2
But I'll walk you through the steps on how to add or connect this channel. Okay, all right. If you don't want to apply for the paid support, I can just send you the guidelines via email and that is free. Or you can also consider trying our AI agent from our support site, support.linksys.com. We have a Linksys support assistant there that you can consider using 'cause that is also free. So would you like me to send? [silence]
09:00
Speaker 1
And said it for free. If you can send it, and I can see what I can do with that. That would be great. That's correct. Yes. Okay, thank you so much. Bye-bye.
10:00
Speaker 2
Yes. Yes. All right. Okay. Now, Shayla, I'll just confirm your email address so that we don't get it incorrectly. It's L for Larry, A for Apple, H for Harry, E for Edward, N for Nancy, L for Larry, E for Edward, Y for Yellow. And then the number three, at yahoo.com. That correct? All right. Okay, Shayla, just wait for my email while I'm creating for your ticket. So it may take a while, but myself assured I'll be sending you the guidelines on how to add that child node that got disconnected. Okay? You're welcome. Thank you also for calling LinkCIS. Stay safe. Once again, this is a Sawyer, right? Shh.
10:00