V2 Rubric Detail — 5c51a940-6907-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-15 22:12
Duration
13m 37s
Contact
Ted Wiley
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00133508
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR2000 No internet
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership1.50/5
Escalation5.00/5
Customer Exp1.07/5
Overall31.6% (+11.6)

V2 Grader Summary

The agent accurately identified the MR2000’s end-of-life status but failed to perform any diagnostic steps or provide best-effort troubleshooting despite OOW status. The interaction lacked technical progression, clear next steps, and adaptive communication, leaving the customer with a red-light failure unresolved. While escalation was correctly avoided, the absence of meaningful support violates core OOW troubleshooting expectations.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved; issue remains (red light, no internet), and no hands-on troubleshooting was performed.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped basic diagnostics like checking modem connection, power cycling sequence, or WAN status; only collected info and offered paid support.
R3 Not Met Correct resolution path conf 96%
Agent stopped troubleshooting solely due to OOW status instead of providing best-effort help per rubric; no attempt at setup, reset, or firmware check.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process followed; agent did not ask about cable connections, ISP outage, or LED behavior beyond initial description.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., remote access, admin UI, reboot verification) despite clear need for diagnostics on a non-functional router.
T3 Met No misinformation conf 97%
Agent correctly stated MR2000 is out of warranty and no longer receives firmware updates, consistent with product lifecycle policy.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent created a ticket and structured the call with options, but failed to guide toward resolution or maintain control of troubleshooting flow.
C2 Partially Met Confirmed understanding conf 88%
Agent used accessible language but repeatedly misheard email, causing unnecessary repetition; minimal adaptation to customer’s frustration.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent created a case and sent an email, showing some ownership, but avoided direct troubleshooting or follow-up commitment.
O2 Not Met Proactive follow-through conf 93%
Next step was vague: 'follow the email instructions' with no timeline, confirmation, or accountability for outcome.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first-time contact; no prior history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 91%
Decision not to escalate was appropriate—customer did not request escalation and issue was OOW; agent offered valid self-help and paid paths.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; customer accepted email and ended call.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent said 'I'm sorry' but did not acknowledge repeated power cycles or emotional effort; remained transactional despite customer’s visible frustration.
X2 Not Met Tone & rapport conf 90%
Agent maintained a rigid, scripted tone without adjusting pace or empathy; customer had to repeat email multiple times with no adaptation.
X3 Not Met Overall experience conf 92%
Customer repeated email details due to agent errors and received no immediate fix, increasing effort without compensating value.
Call Transcript18 turns · 23 lines
Speaker 1
All right.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-winsurance 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 insurance 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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of insurance product, paid support option may be available depending on the issue.
00:00
Speaker 1
I'm having trouble with my internet and I have the Linksys app and I had all my information in there but it's saying it's not in there and I'm trying to uh get my Wi-Fi going here um the router is showing a red light and I've like unplugged it hooked it back up several times and it's still not giving me the blue button just a red button um when I go to my settings it has where go ahead go ahead um yeah under the internet
01:00
Speaker 2
Hi this is aly from links technical support. how can I help you? Uh-huh. Okay. So prior- yeah, I'm sorry. Yes, please sir. go ahead sir.
01:00
Speaker 1
it's saying no Internet connection so I don't know if I need to it's a router device I need or do I need to call the uh cableman maybe yesterday afternoon there's a glitch. like it came it went off but then it came right back on um I don't know if it was I noticed at some time like later on in the evening that it wasn't um and then I you know I do the normal like unplug it plug it back in take the cables out plug them back in but nothing seems to be working
02:00
Speaker 2
internet service provider. Oh, okay. So, uh, prior to this one, sir, like, uh, did you experience any power outage? Or internet outage, perhaps? But the router was working after that.
02:00
Speaker 1
I'm sorry. the model number is mr 2000. the serial number is serial number is 50 u10 m114 c029 76. yeah that's correct. [silence]
03:00
Speaker 2
Okay. Okay, thank you so much for that information. So Sir, um, can you give me the model number and the serial number of your Linksys router that is hooked up directly to your modem? Okay. Okay. Okay, let me just repeat it back to you. That's 50U u with an M m for Mary with a C c for Charlie zero two nine seven six. Okay. And by the way, Sir, like,
03:00
Speaker 1
Yes. [silence] First name Ted T E D, last name Wiley W I L E Y. Yes, just the one.
04:00
Speaker 2
Is this your first time calling linksys? uh okay. Thank you so much for the information. Uh so sir, let me just go ahead and create a record for this conversation uh can I please have your first name and your last name please. [silence] Okay. Thank you so much uh Sir Ted. Um [silence] And um how many Linksys uh routers do you have sir? Do you only have one or uh [silence] Uh no. Thank you so much. And can you also confirm sir if I get your email correctly? Uh that is T for Tango and [silence]
04:00
Speaker 1
No, that's not correct. Mm-hmm. CW.B.Y.F.N.822@mail.com. Uh, Jefferson County Cable.
05:00
Speaker 2
November, Echo, Alpha, Alpha, Lima, Echo, number, 10, at gmail.com. Okay. Kay, can you give me another email address, please? uh, so that I can put it on the record? Okay. Thank you so much. Okay, um. and your internet service provider, start that. Okay. Thank you so much. Okay, so uh I just finished creating a record for this conversation sir. So the ticket number for this conversation is 133508. And um sir Ted. Uh I did check the router that you have the MR 2000.
05:00
Speaker 1
Okay. It's already out of the battery. make up.
07:00
Speaker 2
So as per checking here, sir, that the router that you have is already out of warranty. So just to set a proper expectation for this. So if the router is already out of warranty, the free technical support over the phone will no longer be available. However, we have options. So the first option here, sir, is you can visit the website of Linksys, which is support.com and take advantage of the AI tool agent located at the lower right corner. The second option here, sir, is our paid connect service. Now, this paid connect service will will actually cost you $[REDACTED_PAYMENT_DIGITS] Now, that $[REDACTED_PAYMENT_DIGITS] will only last for an hour. And if we happen to discover that your device is defective, so there is not [silence] replacement and no follow up session and that is $15 is also a non-refundable fee. Now the third option here is I can send you an email with some troubleshooting instruction that could um help you uh you know check the issue of your router. And um let me just also check because the one that you have sir Ted is actually also one of our um so basically Linksys is no longer manufacturing the same product. So the MR2000 that you have is no longer receiving any updates because this product life actually ended last December 11 of 2024. So starting that time this router is no longer receiving any updates. I just really want to [silence]
07:00
Speaker 1
Okay. For Orton Okay. Okay. [silence] B as in boy Mm-hmm. No. No, no. In it's an "F and F as in" F as in Fred, Frank. N as in November. 822. Yeah. Gmail.com. [silence]
09:00
Speaker 2
and I'm sorry that please just correct me if I'm wrong. if I got your email corr correctly or wrong. so C for Charlie, W for Whiskey. The third letter, is it V or B? okay. B, as in Boy, and then Y for Yankee, S for Sam and fourth November O F Frank. Oh, okay. Thank you so much for that one. Okay. at gmail.com. Okay. Uh, let me just save that information so that I can High here. Send it here directly. Okay, let me just, and this one. Okay, there you go, sir. Uh Ted, can you please confirm if you receive the email already? [silence]
10:00
Speaker 1
Yeah, tech support, yep. Yeah, that's helpful. Okay. Uh, no, I appreciate it. Thank you for your help this evening. Bye-bye. Thanks.
13:00
Speaker 2
Yeah, that's the one. Okay. So, just, uh, kindly follow the, um, instructions from that email so that you can restore your internet. Okay? So, is there anything else that, Ted, that I can help you with? Thank you so much. Thank you so much. Have a good one.
13:00