V2 Rubric Detail — 59783498-709e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 14:01
Duration
8m 25s
Contact
Eduardo Coppolaro
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134754
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODES LOST CONNECTION.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all basic troubleshooting, incorrectly claimed live support was unavailable, and immediately pushed paid support without assessing the issue or directing ISP-provisioned equipment to the ISP.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform any diagnostic or troubleshooting steps for a reported red-LED Wi-Fi outage, incorrectly stated that live support was unavailable, and immediately defaulted to a paid support offer without attempting best-effort resolution or directing the customer to Verizon (ISP) for ISP-provisioned devices. The interaction ended with no meaningful progress, constituting an unresolved case and a clear evasion of support responsibilities.

V1 Case Analysis

Customer reported two Verizon-provided Linksys extenders (model A03V2) blinking red and partial Wi-Fi loss. Agent identified devices as out of warranty and offered $15 paid support. Customer declined. No troubleshooting performed. No KB article or actionable self-help provided. Call ended without resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not perform any basic troubleshooting for blinking-red extenders, which is a required first step per KB.
  • Model number 'A03V2' was captured but not confirmed clearly; serial number transcription was incomplete and error-prone.
  • Paid support was offered immediately after warranty check, without any attempt at basic triage, violating protocol for out-of-warranty cases.
  • No specific self-help resource (e.g., KB article URL) was provided after customer declined paid support, which is a protocol failure.
  • Agent claimed a 'Wi-Fi Fixed Service Guide' would be sent but did not describe its contents or confirm delivery, leaving no actionable path.
Positive Highlights
  • Polite greeting and clear request for customer name and contact information [01:00].
  • Correctly identified ISP as Verizon, which is relevant for support pathing [07:00].
  • Accurately stated warranty status based on system data [07:00].
Agent Errors / Gaps
  • Failed to perform basic troubleshooting for blinking-red extenders (e.g., power cycle, reset) as required by KB guidelines.
  • Did not obtain a clear, complete model and serial number despite customer effort to provide them.
  • Offered paid support before any diagnostic steps, which violates Linksys protocol for out-of-warranty cases.
  • Did not provide a specific KB article or actionable self-help steps after customer declined paid support.
  • Gave no clear next step or closure path, resulting in an abandoned call with no operational resolution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer’s Wi-Fi issue with red blinking LEDs and partial outage was not resolved; agent offered no troubleshooting and ended the call after suggesting paid support.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., no reboot, no factory reset, no check of pairing status); agent skipped basic diagnostics despite clear symptoms.
R3 Not Met Correct resolution path conf 96%
Agent cited out-of-warranty status to disengage, failed to perform best-effort troubleshooting (e.g., reboot, reset, verify ISP responsibility), and did not direct customer to ISP for ISP-provisioned devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked no relevant diagnostic questions (e.g., about recent changes, ISP status, or device behavior) and did not attempt to identify root cause.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any tools (KB, remote diagnostics, or even basic model-specific guidance) despite a clear hardware/LED issue requiring documented procedures.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated 'live support is no longer available,' contradicting KB policy that paid live support is an option — misrepresenting support availability.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to frame the interaction, set expectations, or guide the call; jumped directly to paid support without establishing control or structure.
C2 Not Met Confirmed understanding conf 93%
Agent used overly scripted language, mispronounced customer's name repeatedly, and did not adapt to customer’s confusion or emotional state.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; immediately deferred to paid support without attempting resolution and provided no continuity beyond a vague email promise.
O2 Partially Met Proactive follow-through conf 89%
Agent mentioned sending a step-by-step guide after the call but gave no timeline, confirmation method, or specific content, reducing reliability.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this was the first contact for the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent used generic 'I totally understand' without acknowledging customer frustration, profanity, or repeat-contact fatigue meaningfully.
X2 Not Met Tone & rapport conf 93%
Agent maintained a rigid, scripted tone despite customer confusion and disengagement, failing to adjust pace or clarity.
X3 Not Met Overall experience conf 96%
Customer had to repeat name, serial numbers, and model details multiple times due to agent’s poor data capture and lack of coordination.
Call Transcript17 turns · 17 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 1 now. For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. 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 1 now. For out-of-warranty products, paid support. Please have your device's serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
Hi, we have two router extenders from Verizon that is link sees and they're blinking red. I mean like at least this one in the kitchen is blinking red and part of the house doesn't have Wi-Fi anymore. Hello? yes. Eduardo Copataro. I am grandson of Grace Giacomelli that it has [silence]
01:00
Speaker 2
What? Hi, thank you for calling link systems. This is Regina gonna help you today. Okay. Okay, so I totally understand your concern all about your but is this your first time calling us for support? Are you calling from United States? Can I know your first name and last name? If you don't mind, sir.
01:00
Speaker 1
Yes.
02:00
Speaker 2
Can you please spell it for me? and your last name? okay, so your first name is E as in ed ed SKSKWA, SKSK E as in ed. And your last name is D as in D. for O as in O-K, O and S as in S. for O as in O-S as in S.
02:00
Speaker 1
oppo though as a crocodile. uh, as an octo, as a prank, another P as in prank. Oh, as an octopus. uh, as a lizard. uh, as an app. R as in Rome. Oh, as an octopus. Yes. My call back number is 917-647-1733.
03:00
Speaker 2
Okay, so you're Eduardo Copolato and your callback number and your email
03:00
Speaker 1
Craig Associates at Yahoo.com. C-R-E-G-A-S-S-O-C-I-A-T-E-S at yahoo.com. This fucking AI, Donald, of the main router or of the two link systems devices? Because, um, okay. 28, h 20.
04:00
Speaker 2
[silence]
04:00
Speaker 1
M three five a zero one zero one three.
05:00
Speaker 2
Start, I guess at two eight, and then letter H for Henry, two zero M for Michael, three five, April Alpha O, two six, and then our three later. Thank you for that. [Silence] So this first device model number is, could you please provide the me a model number of this router?
05:00
Speaker 1
Uh where is the model number? Oh yes, A zero three V to yes the other one is downstairs. Okay, here it is. So the serial number of the other extended router is 28, Henry 20 Michael 35 a, as in Adrian.
06:00
Speaker 2
It is also labeled underneath or at the bottom of the router. A0 three V two. How about the other one?
06:00
Speaker 1
Yes, Verizon. Yeah, 00176. No, thank you. Have a great day. [silence]
07:00
Speaker 2
And who is your internet service provider? Okay, is Verizon. And now, before we proceed, Eduardo, I would like to suggest an expectation regarding the warranty status of your Linksis routers. Okay, so it indicates on our system that your device are no longer under warranty. And I really apologize that live support is no longer available. However, we have a paid support so I can still assist you, setting up your Linksis devices again. But you need to pay $15. And it's good for 60 minutes of troubleshooting. Okay, that's okay. If you doesn't want to proceed?
07:00
Speaker 1
Okay, thank you, have a great day. Bye.
08:00
Speaker 2
and I'll send a step-by-step instructions or our Wi-Fi Fixed Service Guide after this call as your, of course, as your guide to set up your Linksys device, so. Okay. Okay, so thank you so much also for your time and have a great day. Bye.
08:00