V2 Rubric Detail — 55195210-644b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 21:36
Duration
14m 19s
Contact
Fabiola Vega
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132684
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Presales Inquiry.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical1.25/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp0.71/5
Overall22.1% (+0.1)

V2 Grader Summary

The agent failed to conduct any technical troubleshooting or diagnose the customer's Wi-Fi issue, instead defaulting to product recommendations. No resolution was achieved, ownership was not demonstrated, and empathy was absent. Despite accurate coverage data, the interaction lacked diagnostic rigor and customer-centered follow-through, resulting in an unresolved outcome.

V1 Case Analysis

Customer reported poor Wi-Fi coverage in a two-bedroom apartment. Agent did not troubleshoot, incorrectly referred to 'MS6200' (non-existent model), falsely claimed WHW03 is outdated, and only sent product links for MX6200 and MX2000. No resolution achieved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent initiated paid-support pitch without any diagnostic or identification steps [01:00].
  • No collection of product model, serial number, or warranty status occurred.
  • Agent provided materially incorrect product name: 'MS6200' (does not exist) instead of MX6200 [03:00].
  • Agent falsely claimed WHW03 is outdated and near end-of-support [08:00], contradicting KB guidance.
  • Agent did not offer any KB articles, self-help steps, or basic troubleshooting despite customer's clear need.
  • Customer explicitly stated preference for a single-node solution, but agent continued pushing multi-node systems.
Positive Highlights
  • Agent maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Premature paid-support offer without confirming device details or issue scope [01:00].
  • Failure to collect product model number, serial number, or verify warranty status — critical protocol violation for Wi-Fi connectivity calls.
  • Provided factually incorrect product name: 'MS6200' instead of MX6200 [03:00], which does not exist in Linksys lineup.
  • Falsely claimed WHW03 is outdated and near end-of-support [08:00], directly contradicting KB and support policy.
  • Did not offer any self-help resources (KB articles, setup guides, signal tips) after customer declined paid support.
  • Misrepresented product specs: claimed MX6200 covers 3,000 sq ft per node — a significant overstatement per KB.
  • Failed to acknowledge customer's preference for a single-node solution and continued pushing unnecessary multi-node systems.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
The customer sought help with Wi-Fi issues and product recommendations but was only sent links without resolving the underlying connectivity concern or confirming a solution path.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps were taken—agent did not ask for current device model, ISP, network setup, or perform any troubleshooting like speed tests or LED checks.
R3 Not Met Correct resolution path conf 95%
Agent recommended new hardware without verifying warranty status, diagnosing the issue, or determining if a technical fault existed—treating a potential support case as a sales opportunity.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No root cause analysis was performed; agent skipped diagnostic questioning and assumed a hardware replacement was needed without evidence.
T2 Not Applicable Appropriate tools / resources used conf 92%
No technical troubleshooting occurred, so tools like firmware checks, admin UI access, or speed tests were neither needed nor used.
T3 Partially Met No misinformation conf 89%
Coverage estimates (3,000 sq ft for MX6200, 2,000 sq ft for MX2000) are accurate, but agent referenced non-existent model 'WHW0301' and incorrectly claimed it was outdated.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic flow and confirmed next steps, but failed to set expectations early or guide the interaction beyond sending emails.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but did not adapt to customer’s expressed budget constraints or confirm understanding of product differences.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent handed off resolution to email without owning the outcome—no follow-up commitment or confirmation that the customer’s needs were met.
O2 Met Proactive follow-through conf 97%
Agent clearly stated, 'I'll be sending you the email right away after this call,' setting a specific post-call action.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or available; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and none was warranted, as the customer requested product advice, not technical resolution.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not acknowledge customer frustration about price or confusion, nor expressed empathy for repeated calls or decision fatigue.
X2 Not Met Tone & rapport conf 93%
Agent maintained a transactional tone throughout, failing to adjust pace or content to customer’s repeated requests for cheaper, single-node options.
X3 Partially Met Overall experience conf 87%
Sending an email reduced some effort, but customer was still required to search Amazon and interpret specs independently, adding avoidable steps.
Call Transcript29 turns · 29 lines
Speaker 2
Welcome to Linksys Support. To enhance your experience when you connect to our agents, your call may be monitored for quality assurance purposes. 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's serial number ready. For assistance, press one-n. [silence] [music] [silence] [music] For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one-n. [silence] [music] For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. To hear these options again, press zero. Thanks. [silence] [music] [silence] [music]
00:00
Speaker 1
[silence] Um um hi my name is Fabiola Vega um uh I called earlier cuz uh well I called yesterday cuz I'm having some issues with the internet with the Wi-Fi. Um I'm not getting like a whole
01:00
Speaker 2
Experiencing issues with your Insis 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 at support.linksys.com. You can also connect with other users for tips and guidance at Reddit.com/R/Linksys. Hi, thank you for calling Linksys. This is Joy. How can I help you today? [silence]
01:00
Speaker 1
00:00:874: I, the, the whole apartment connection. 00:04:714: Or, I was wondering, uh, they recommended me to get a mesh router. 00:13:734: And, uh, I called this morning and they recommended another mesh router. But, uh, I'm unable to go into the page, to the link. To the email that they sent me. So, I don't know, I don't know what product, uh, they're trying to recommend now. [silence]
02:00
Speaker 2
okay I see let me just check Okay I see, so the model number that they are trying to
02:00
Speaker 1
Could you send me the an email saying or that model because when I looked it up on Amazon they don't have that model. [silence]
03:00
Speaker 2
the recommendation is the MS6200. So let me check on Amazon.
03:00
Speaker 1
Okay. Okay. Okay. And now the model that you're going to isn't is that a tower?
04:00
Speaker 2
[silence] all right, so I'll be sending you like a link from Amazon. And then also I'll be sending you the name itself that you can try to input or some keywords for you to find it on Amazon. [silence] All right, so yep, I'll be composing an email and I'll send it right away after this call. [silence] Okay? [silence] All right, ma'am. So, yep, just give us a call back if you need more help. [silence] Yeah, this is a tower, you can purchase either one or two of them or three. It depends on your needs. So, I'll be sending also some documentations or articles for you to check its specs or features that would help you to decide.
04:00
Speaker 1
Okay. Let me see if I received it. Keep saying something. Mm-hmm. [silence]
05:00
Speaker 2
Sorry, just some moments. [silence]
05:00
Speaker 1
Thank you. As soon I receive it.
06:00
Speaker 2
All right. So, I already sent you the email with the name of the router and also the link if you can click on it.
06:00
Speaker 1
Let me let me see. Yeah. Uh okay let me see if I could open the page. Uh okay. How how many did you send me? Only only one? Uh one only for one? $ 1 49 for one? Oh my gosh. I
07:00
Speaker 2
me okay all against one email only yeah one product one product or one link yes ma'am
07:00
Speaker 1
Is there anything cheaper? I, I re- I received one yesterday, one email, and they told me the, the person also recommended this one. The, the, also the links system, links, it's a W H W 0301.
08:00
Speaker 2
you uh you can also have groups. Hmm. Um for that one ma'am, that mesh is um outdated already. So it might be end of support soon. I'll be sending you another email with uh indifferent model. So this is the MX for two thousand three node for
08:00
Speaker 1
Okay, let me see that one for the one because I mean, how many, how much does one, how many square feet does it, does it, does it count for.
09:00
Speaker 2
or you can also check on Amazon. You can purchase either one or two or three for $130 for three nodes. So you have the option to either just buy one, two, or three. For the first one that I recommended, the MX-6200 each node can cover up to 3,000 square feet. And for the other one, the MX-2000, each node can cover up to 2,000 square feet.
09:00
Speaker 1
Because I mean, I don't live in a big, I mean, I don't live in a house or a two-story. I live in a in an apartment. It's an apartment with just two bedrooms and two baths. I mean I don't need something that's okay, did he did you send me the other link? No, yeah, huh? Not yet, right? Oh, all right. [silence]
10:00
Speaker 2
[silence] Okay. [silence] So yeah, you can just have this NX 200, ma'am. You can purchase just one or two of this so that you can locate the other one to the other room. Not yet. Let me send it to you. Hold on.
10:00
Speaker 1
Hold on. It's expensive. anywhere you go, though.
11:00
Speaker 2
[KEEP_UNCERTAIN] You can try to also check these models on other local store in which you can buy it much cheaper, so it's up to you. Uh, but yeah, these are the recommended products. So yep, I already sent you the email. [silence]
11:00
Speaker 1
Okay, let me see. Okay, let me see this one. I think you sent me the same one. Same one. Let me see. Oh! I see. Yeah, it's a tree tall.
12:00
Speaker 2
that's a different one with three bands, three, three towers, maybe you're opening the, uh, first email.
12:00
Speaker 1
I mean, and, I, I, I just, I mean, I just would like only one, I don't want three. So links Atlas Wi-Fi 6 router mesh system. Okay. Then I'll just look it up online and see if I could get the, OK, so I'm going to add this adapter. At the moment I have a 5GB LAN adapter. So I'm just going to open. First of all, let me open.
13:00
Speaker 2
Yes. Yeah, you can just browse on Amazon, ma'am. Just look for that model. Since I can't find it here on my end, just browse on Amazon. Look for that specific model, if they have one, if they are offering one node. But for that link, it has three nodes. So, yeah, just search for that product. And, yeah.
13:00
Speaker 1
I just want one. Okay. Thank you. Thank you. You too. Bye.
14:00
Speaker 2
Okay. All right ma'am. Okay, you're welcome, have a good day. Bye.
14:00