V2 Rubric Detail — 55ff44a8-69ca-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 21:28
Duration
7m 49s
Contact
Derek Praeger
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133674
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. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall24.8% (-31.2)

V2 Grader Summary

The agent failed to perform any troubleshooting or provide best-effort support despite the customer’s post-modem-replacement connectivity issue. While technically accurate about warranty and support options, the agent defaulted to self-service and paid support without attempting basic diagnostics, resulting in an unresolved case with increased customer effort and no ownership demonstrated.

V1 Case Analysis

Customer reports MX5500 mesh router not connecting after ISP replaced modem. Out of warranty; agent provided self-help via support.linksys.com and offered paid Connect service. Customer declined paid support.

Troubleshooting Steps
  • Collected model and serial number
  • Confirmed out-of-warranty status
  • Offered paid Connect service and self-help resources (support.linksys.com, AI tool, email with video)
Key Observations
  • Agent did not perform any KB-backed troubleshooting for WAN connectivity (e.g., modem reboot, WAN status check, router reset, or reconfiguration).
  • No guidance provided on accessing router interface (http://myrouter.local) or verifying modem/router connection.
  • Paid support offered prematurely without attempting basic troubleshooting steps.
Positive Highlights
  • Accurately collected customer and device details (model, serial, name, email).
  • Correctly identified out-of-warranty status and set expectations for support eligibility.
  • Provided self-help resources (support.linksys.com, AI tool, email with video) as a fallback option.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to follow universal_isp_modem_diagnostics.md: No modem/router power-cycle, WAN status verification, or reconfiguration steps were performed.
  • Did not guide customer to access router interface (http://myrouter.local) to check WAN/Internet status or reconfigure settings.
  • No attempt to verify modem mode (bridge/DHCP) or ISP requirements, which are critical for proper router operation per KB.
  • Prematurely offered paid support without first attempting basic troubleshooting steps, violating protocol for out-of-warranty calls where safe self-help should be offered first.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only self-help website and paid service without resolving the Wi-Fi connectivity issue.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., power cycle, WAN check, node re-pairing) were attempted despite a clear post-modem-replacement failure.
R3 Not Met Correct resolution path conf 96%
Agent correctly identified OOW status but failed to provide best-effort troubleshooting as required; immediately defaulted to self-service and paid options.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Only collected model/serial and ISP; did not ask about router LED status, WAN connection, or node synchronization issues.
T2 Not Met Appropriate tools / resources used conf 94%
No use of diagnostic tools (e.g., remote access, router status page, speed test) despite the issue being resolvable with basic diagnostics.
T3 Met No misinformation conf 99%
Accurately stated warranty policy, provided correct support URL (support.linksys.com), and correctly described paid Connect service.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic call flow and closed professionally, but failed to set expectations or structure a troubleshooting path.
C2 Met Confirmed understanding conf 93%
Used clear, non-technical language; repeated model/serial to confirm accuracy; adapted to customer’s description of hardware.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership—redirected to website and paid service instead of guiding through resolution steps.
O2 Not Met Proactive follow-through conf 95%
Next steps were vague ('try the website and call back'); no timeline or specific action plan provided.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue could have been resolved at L1 with proper troubleshooting.
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 89%
Agent was polite but did not acknowledge customer frustration due to power outage and modem replacement.
X2 Partially Met Tone & rapport conf 88%
Maintained steady tone but did not adjust pace or empathy level to customer’s stress; missed opportunity to build rapport.
X3 Not Met Overall experience conf 94%
Repeated requests for model/serial number caused unnecessary repetition; customer had to restate information already provided.
Call Transcript15 turns · 15 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 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 now. For out of warranty products, paid support may be available, depending on your issue. To hear more, please have your device's serial number and contact information ready.
00:00
Speaker 1
Hi, I recently had a power outage and my internet ISP had to come out and replace the modem. So that's been done. We confirmed that the modem is now, the new modem is now set up and working properly, but unfortunately, connecting the new modem to my Linksys Velop mesh router, it's not coming back. I am not able to get the Wi-Fi functioning properly.
01:00
Speaker 2
Unavailable kindly call back later for out of warranty product paid support option may be available depending on your issue. Thank you for calling linksys this is Epi how can I help you? [silence] Yes sir because since you replaced the modem you really need to reconfigure the router to make it talk to the
01:00
Speaker 1
Let's see. Where do I... I'm looking at the bottom of it. Where do I see the model? Oh, never mind. Model number is M as in Mike X as in X-ray 5500. The serial number is 43 K as in Kilo 10 M as in Mike 26 B as in Bravo 04386. Correct.
02:00
Speaker 2
daw the new modem, so cough can I have the model number and the serial number of that Linksys router, please? cough Just try to look underneath that. cough And the serial number. cough Alright, so it's 43 K for Kite's, 10 M like Mary, to six B as in boy, zero 4 386. cough Correct? Okay. cough
02:00
Speaker 1
So, um, this main one, and then I have a separate, I don't know what to, I have two separate like tower style antennas, and then I have one of the style that it's like a big, like a big plug. It's, I don't know how to describe it. Sorry, I don't know the model number of those other ones, but I have three other velot devices. Correct. What?
03:00
Speaker 2
So, sir, uh, let me just create a record. Um, how many nodes you have in total? How many M55? Okay. Okay, so you've got four, Linksys devices in total. Okay. So, total
03:00
Speaker 1
Sure. My first name is Derek D-E-R-E-K. Last name Prigger P as in Papa Prigger R-A-E-G-E-R. Is the initial D followed by my last name P-R-A-E-G-E-R. Prigger@gmail.com. That's right. That's right spectrum. Uh, I don't know. I I'm not
04:00
Speaker 2
All right, sir, and can I have your name please? Mm-hmm. Last name. And your email address. Okay, so that's D like David, P as in Peter, R A E G E R @gmail.com. And who is your internet provider? Spectrum. Okay. How long have you been using this device or your MX5500?
04:00
Speaker 1
Sure, maybe a couple of years. I think so. Okay.
05:00
Speaker 2
Okay. Yeah, because you've got three of this MX 5500 and one other model, right? Yeah, okay. Because, based on our system here, sir, your MX 5500 is already out of warranty. Okay. It only has three-year warranty from date of purchase. Okay. And, yep, uh, for out-of-warranty devices, just to set your expectation, um, it's no longer covered for free technical support. However, what we can do from here, sir, is we can give you the website that is for free. Okay. We can offer you the website, that would be support.linksys.com. You can find there a list of articles and how to, you can search for an article on how to reconfigure or
05:00
Speaker 1
I think I'll I'll try to do it on my own uh following instructions on the website first and if I'm not able to do it then I'll call back.
06:00
Speaker 2
reset up this MX [REDACTED_PAYMENT_DIGITS] You can also take advantage of our AI tool at the bottom right. Okay, just ask the AI how do I configure MX [REDACTED_PAYMENT_DIGITS] because right now since you've changed your modem, it's like you're setting it up for the first time. And the second option is our paid Connect service which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes. Okay? That's an hour of troubleshooting and this service is non-refundable. So we would be able to walk you through the process, but there's a fee for the service, and that would be $[REDACTED_PAYMENT_DIGITS] sir. So how would you like us to proceed Derek? [silence] Okay, no worry sir.
06:00
Speaker 1
OK. No. OK. OK, thank you. Thanks, take care.
07:00
Speaker 2
I can also send you an email if you want. The Wi-Fi fix email, so there are instructional videos from that email. Um and how to connect the parent node and those child nodes easily. Okay? So that will help you. All right? So, uh, yes, would there be anything else? Any questions? All right. Okay, so just please wait for the email, sir. Okay? Right after the call, I'll send you the email. And the website again is support.linksys.com. Okay. Thank you so much for your time. This is Epi from Linksys. Thank you for calling. Have a great day. Take care, Sir Derek. Bye-bye.
07:00