V2 Rubric Detail — 5feba076-7102-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 01:57
Duration
10m 50s
Contact
Roy Davis
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00134891
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfigure
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided providing any actual troubleshooting support, incorrectly cited warranty status as a reason to stop helping, and only offered a paid service or article, violating OOW best-effort policy.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to conduct any diagnostic troubleshooting, incorrectly claimed no free support for an out-of-warranty device, and avoided ownership by redirecting to chat or offering only an article. Despite collecting customer data, no technical progress was made toward resolving the setup issue, resulting in an unresolved outcome due to critical failures in resolution, accuracy, and customer ownership.

V1 Case Analysis

Customer (Roy Davis) attempted to set up an MX2000 mesh router with Spectrum. Agent misheard serial number, declared device out of warranty without lookup, and offered only a generic troubleshooting article or paid support. No setup steps performed.

Troubleshooting Steps
  • Requested model number and serial number (misheard).
  • Asked about number of nodes and ISP status.
  • Asked if modem was online.
Key Observations
  • Agent misheard and incorrectly repeated the serial number (D10M25C1762) as nonsensical phrases, indicating a failure to accurately collect critical device information.
  • No standard router-setup steps (reboot, WAN settings, node pairing) were performed or advised, despite the customer's clear need for setup guidance.
  • Warranty status was declared without verification or lookup, violating protocol and potentially misleading the customer.
  • The agent did not guide the customer through basic setup steps, even though self-help guidance is within scope for out-of-warranty customers.
Positive Highlights
  • Collected the customer's phone number, email, and name, ensuring case documentation.
  • Maintained a polite tone throughout the call.
  • Confirmed the customer's ISP (Spectrum) and number of nodes, which could have been useful for troubleshooting.
Agent Errors / Gaps
  • Incorrectly read and repeated the customer's serial number, failing to accurately capture or verify it.
  • Stated the device was out of warranty without performing a warranty lookup, violating protocol.
  • Failed to follow the standard router-setup troubleshooting flow for the MX2000, as outlined in the KB (e.g., power cycle, WAN configuration, node pairing).
  • Provided no actionable configuration steps for the MX2000, leaving the customer without resolution.
  • Offered only a generic article and paid-support, neither of which addressed the customer's immediate setup needs.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the setup issue and only offered a troubleshooting article or paid service without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps (e.g., power cycle, check WAN, verify modem status) were performed before offering external resources.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated no free support for OOW devices and failed to provide best-effort troubleshooting as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms or ask targeted diagnostic questions (e.g., LED status, internet connectivity) to determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote access, admin interface check, speed test) were used despite their necessity for diagnosing setup issues.
T3 Not Met No misinformation conf 96%
Agent claimed 'no more free technical support' for OOW devices, which contradicts documented policy requiring best-effort help.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear structure or expectations; agent shifted focus to data collection and disengagement instead of guiding resolution.
C2 Not Met Confirmed understanding conf 93%
Agent used formal, non-adaptive language and did not simplify explanations for a customer struggling with setup concepts.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent attempted to redirect to chat and offered only article/paid service, failing to take ownership of the setup issue.
O2 Partially Met Proactive follow-through conf 90%
Agent committed to email a guide after the call, but did not confirm receipt or set a timeline for follow-up.
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 based on the unresolved but non-critical nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered a generic apology about warranty status but did not acknowledge customer frustration or repeated setup difficulties.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pace to match customer’s fragmented speech; no engagement or comprehension checks were used.
X3 Not Met Overall experience conf 95%
Customer repeated model and serial number multiple times; agent failed to reduce effort by documenting or confirming efficiently.
Call Transcript13 turns · 16 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, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
Thank you. [silence] Thank you. [silence] And some like nothing to be honest. Well, you kind of like like like like [silence] basically like I said before [silence] everything else is like [silence] some [silence] station [silence] I don't like [silence] so yeah. Yes, ma'am, I am trying to set up my Linksy as a router and I'm- and I'm not real sure how to do that. No, we've had it set up before, but we it wouldn't, uh, be compatible with one of the internets that we had and we're switching the internet, so we're going to try to set up the Linksy again. Uh, Spectrum?
02:00
Speaker 2
Thank you for calling Linksys this is Robby how can I assist you? Uh as a router uh okay well we can check sir so this is a new Linksys device that you are trying to set up like is this the first time you're setting it up yes uh okay oh I see so who is your internet service provider right now
03:00
Speaker 1
It's been a long time since I've called. 903 445 9536. Going back for Roy. Yes. Davis.
04:00
Speaker 2
Um. And Sir, before we check on the router, may I ask if this is your first time calling Linksys? Let's try if there's your, your record still, uh, on the system. Can I have your phone number? To check. Uh-huh. 903-445-9536. And there's no record under this phone number right now, so maybe it's been really a long while. Sir, let me gather your information to create your case. So, this is your best contact number. Uh, what's your first name? Is it Romeo Oscar Yellow Roy? And the last name? So that's Delta Alpha Victor India Alpha Romeo. Yep. And which state, what's the city and postal code. So this is just to make sure all your information is correct. So I get the right contact information for your case ID. So yeah. Okay. Uh, how long have you had your Linksys home router? What's the model number? Okay. No problem. The website should state that it's no longer. You keep having model number. Do you mind if I redirect you to our support chat? May he answer your inquiry better. The nearest technicians.
04:00
Speaker 1
yes. and it might be [silence] s.h.a. 99 at gmail.com. s.h.a. 99 at gmail.com. yes. [silence] let's see.
05:00
Speaker 2
्00:00:00] Chara [00:00:08] Shara Davis. Okay. And how about uh sorry. Um how about your email address? [00:00:24] [00:00:54] Okay, let me just repeat. So it's [00:00:57] Shera Hotel Alpha Delta Alpha Victor 99@gmal.com. Correct? [00:01:16] And your internet service providers spectrum. What what's the what is the model number of the linksy router?
05:00
Speaker 1
Ah here it is. Okay. MX two thousand zero D one zero M two five C one zero seven six 2. Yes. I'm sorry do what? be three of them.
06:00
Speaker 2
MX2000, and the serial number, It's 70,000. here, we net work 500. Oh, okay. So it's 50D for dog, 100M for my 05C for cat, one seven six two, correct. Oh, and how many MX2000 you have? How many MX2000 do you have? How many MX?
06:00
Speaker 1
How many towers? How many nodes? There's three nodes. And there's three other nodes. It's not even plugged in yet. We're trying to get it even to plug up to the internet. Yeah, I don't have them plugged in right this second. Go ahead and plug them all in. Tight on tail. Oh yeah, tight on tail. EATUM. C-E-L-E.
07:00
Speaker 2
three. Mm-hmm. Mm-hmm. And let me check the serial number. All the lights right now. While checking the serial number, sir, let me just uh verify if all the lights on the nose are solid red. Oh. Mm. And who was the old Internet service provider because you said you are trying to set it up to a new ISP, sir? What's the name? Can you spell it? Okay. Um.
07:00
Speaker 1
Yes. Yes, I've. Yeah, it didn't work out so well.
08:00
Speaker 2
So you moved to this new ISP. Is the modem online? Is the modem from Spectrum working, sir? Uh-huh. Uh did you already try to set it up or re-configure the nodes? It didn't work so well. Okay, so still waiting for the result. Okay. So, I have it here. Based on the serial number, sir, okay, I am really sorry to inform you that this device or are out of warranty already. And then for out of warranty device, sir, I am really, um, sorry to inform you that there's no more free technical support on this one. So I can give you two options. First option is that, I will be sending you an article. So it's a troubleshooting guide for you to follow on how to set up the nodes. Let me know if you want to avail for the paid service. uh Oh, okay, no worry, sir. So, if you don't want to avail for the paid service, I will be sending you an article for the Troubleshooting guide to your email address, okay? Right after this call. Okay. Thank you so much for your time, sir. Have a nice day. And ma'am, to you also. Have a nice day. You're welcome. Bye-bye. And you mean,
08:00