V2 Rubric Detail — 5c9a3cfa-6a97-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 21:56
Duration
7m 9s
Contact
Megan Barker
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00133832
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5500_No Internet Connection
⚠ Auto-Zero applied: Avoidance/Evasion – agent provided no troubleshooting, failed to use available tools, and redirected to paid support without attempting resolution, violating OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, declared the device out of warranty, and redirected the customer to paid support without attempting resolution. No troubleshooting, empathy, or ownership was demonstrated, resulting in an unresolved case and a critical failure due to avoidance of support responsibility.

V1 Case Analysis

Customer reports solid red LEDs on all MX5500 mesh nodes after update. Device out of warranty; offered paid support or emailed self-help instructions.

Troubleshooting Steps
  • Asked if a laptop could be connected directly to the modem to verify internet
  • Explained that solid red LEDs indicate no internet detection
Key Observations
  • Agent correctly identified solid red LEDs as 'no internet connection' per KB (universal_isp_modem_diagnostics.md)
  • Model number 'five five zero zero' was provided by customer but not captured or normalized to MX5500
  • Agent skipped required basic troubleshooting steps (power cycle nodes, factory reset) before offering paid support
  • Warranty status inferred from customer estimate without proof of purchase (operationally acceptable but lacks verification)
Positive Highlights
  • Polite and professional tone throughout the call
  • Collected complete customer information (name, email, phone, serial number)
  • Offered a self-help path via email with instructions and video tutorial for out-of-warranty customer
  • Technical explanation of solid red LEDs was accurate and KB-aligned
Agent Errors / Gaps
  • Failed to collect and record the product model number despite clear customer provision ('five five zero zero' = MX5500)
  • Skipped required basic troubleshooting steps (power cycle, factory reset) before escalating to paid support
  • Did not verify warranty status with proof of purchase, relying solely on customer estimate

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the solid red light issue; only offered email instructions or paid support without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps were performed (e.g., no confirmation of power cycle, no direct modem test, no factory reset guidance).
R3 Not Met Correct resolution path conf 94%
Agent declared device out of warranty and immediately pivoted to paid support without attempting best-effort troubleshooting expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent failed to establish a logical diagnostic sequence; asked vague questions but did not identify root cause or narrow possibilities.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (e.g., remote diagnostics, logs, prior case review) were used despite a complex multi-node failure requiring investigation.
T3 Not Met No misinformation conf 93%
Agent provided no technically accurate troubleshooting steps—only warranty status and redirection to paid support.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent initiated the call professionally but lost control by abruptly ending with 'you just have to call us back' without closure.
C2 Not Met Confirmed understanding conf 90%
Agent used scripted language, failed to adapt to customer confusion, and did not confirm understanding at key points.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent avoided ownership by shifting to paid support immediately instead of attempting resolution or follow-up.
O2 Not Met Proactive follow-through conf 93%
Only promised an email with no timeline; no callback commitment or clear next step was established.
O3 Not Met Closure confirmation conf 90%
Customer mentioned prior contact, but agent re-asked for model/serial and did not reference history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted based on the interaction.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy; dismissed customer with 'you just have to call us back' after mentioning prior attempts.
X2 Not Met Tone & rapport conf 92%
Agent maintained a rigid, scripted tone and did not adjust to customer’s emotional state or pace.
X3 Not Met Overall experience conf 93%
Customer repeated information already provided and was left to self-resolve, increasing effort unnecessarily.
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's 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 have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on the issue. Hello, thank you for calling Linksys. My name is Lavos, and this is your first time calling. [silence] Hello. Yes, can you hear me now?
00:00
Speaker 1
I can hear you better now. Thank you. My husband has called you guys before. Yes. It's Megan. M-E-G-A-N. Barker. B-A-R-K-E-R. Megan Barker. My name 3502@gmail.com. 6302471654. Yes.
01:00
Speaker 2
You're welcome. Is this your first time calling before? okay. May I have your first and last name and your email and what is your current phone number? And how many links does the device have? Three. So, this is the mesh system. May I have the serial number of the link system that you connect directly to your internet, but the treadmill works. It sounds like the whole mechanism kinda get stuck sometimes. We do know it is relatively hot for the season year we're in right now. It's an app for a treadmill. Okay, so you've got the treadmill. It's getting stuck. Yeah, that's it so far.
01:00
Speaker 1
Yes. So is that the one that's in the basement then?okay. Hold on just a second. I was looking at the wrong one. Okay. It is 4, 3, K as in kite, 1, 0, M as in Mary, 2, 6, B as in Boy, 0, 3, 9, 4, 1. Is is.Is that the mac address?Oh model number. I see it. It's Yeah. M as in Mary, X as in xylophone.43 k. 100 m. 206b03941.
02:00
Speaker 2
Yeah, the one that you connected wired directly to your internet provider. You look on the sticker label. And what is the model number? No model.
02:00
Speaker 1
five five zero zero. Um, Xfinity. So it apparently pushed an update and now we are just getting the red dots. All of them. Yes. We unplugged them all and plugged them back. Oh, and we we. Yeah, I'm sorry. We re re we reset our modem.
03:00
Speaker 2
And who is your interest provider? All right. And what was the problem with your lynx system system? Uh-huh. Uh, which one does it show a red dot? All of them? Okay. So what have you done so far when you've discovered there's a solid red light? Did you just unplug it, plug it back, all the nodes? Okay. And until now, it still shows you a solid red light.
03:00
Speaker 1
We recycle power to that as well, too. Yeah, there's a solid red light. Correct. I think the one in, I think the one on the third floor is unplugged right now, but, Yeah, my husband did last night and the modem has an internet connection.
04:00
Speaker 2
okay all of them solid red light as of the moment have you ever tried to yeah go ahead okay because uh solid red it means it doesn't have any doesn't have an internet connection uh detected from the internet provider's line um have you tried to connect a computer or a laptop directly to the modem of the Xfinity to check if this is uh having an internet connection
04:00
Speaker 1
If you want, I can try again. But I think about a year or maybe a year and a half. I don't. Okay. So you
05:00
Speaker 2
Mm-hmm. Yeah. Um, do you know how long have you been using this linksys mesh system? Do you still have any proof of purchase? Okay. Because, um, if it's a year and a half, if you have a proof of purchase, we need to validate that. Um, the device is already out of warranty here. [silence] On the system and if the device is out of warranty then we don't have any free assistance available. So, it's either, uh, you have the option to proceed with paid service that's $15 as one time and non-refundable support, or we can send instructions to your email address for free.
05:00
Speaker 1
[silence] Yes please. Okay. Okay. Okay. How will I let you know that it didn't work? How do I let you know that? Okay. Okay. So you said you'll send the first instructions and then what what were the second thing that you suggested trying just in case I can figure it out on my own?
06:00
Speaker 2
Okay, sure. Shall I send it to the same email that you provided earlier? All right, I'll provide you instructions how to try reconnecting it to the internet. And if that still doesn't work, I'll provide your next instructions how to reset and install again your [laughter] Linksys devices. All right. Okay. Okay. Well, you just have to call us back. Yeah. Good. Yeah, so I'll create the email first, wait for about two minutes after the call and check your Gmail. Okay. Yes, you can figure that on your own and I'll provide the video tutorial for that.
06:00
Speaker 1
A video tutorial. Okay. All right. Thank you. Goodbye.
07:00
Speaker 2
Yeah. All right, you're welcome. Thank you for calling once again. Bye bye.
07:00