V2 Rubric Detail — 600a0f2c-650c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 20:38
Duration
6m 42s
Contact
Carmen Lizarraga
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133022
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: slow internet_WRT1200AC
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to perform any troubleshooting, provided factually incorrect policy information about out-of-warranty support, and prematurely closed the case by pushing a product sale instead of resolving the issue.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, incorrectly claimed no support for out-of-warranty devices, and dismissed the customer’s slow internet issue by pushing a router upgrade. This constitutes avoidance/evasion and violates core support policies, resulting in an entirely unresolved case.

V1 Case Analysis

Customer (Karen Lee, serial 1689125217634) reported slow internet on MX6200. Agent incorrectly stated the device was out of warranty and discontinued, offered no troubleshooting, and recommended purchasing a new router. No resolution achieved.

Troubleshooting Steps

None recorded.

Key Observations
  • At [04:00], agent declared the MX6200 'already been out of warranty' and part of 'oldest router, first generation routers' without verifying in system.
  • At [04:00], agent claimed Linksys 'no longer provide technical assistance' for the MX6200, which is factually incorrect per support policy and KB.
  • At [05:00], agent mispronounced model as 'AMX ray' and gave incorrect phonetic breakdown: 'M for Mary, x for x-ray' — 'Mary' and 'x-ray' are not standard NATO phonetics and may confuse customer.
  • No troubleshooting steps were performed for a reported speed issue, a core support function.
  • Agent failed to offer any self-help resources (KB articles, email follow-up, online chatbot) after stating free support was unavailable.
Positive Highlights
  • Collected customer name, serial number, and email address [01:00–03:00].
  • Attempted to create a customer record in the system [03:00].
  • Maintained a polite and calm tone throughout the call.
Agent Errors / Gaps
  • Declared device out of warranty without verification [04:00].
  • Provided factually inaccurate information: MX6200 is not a first-generation or discontinued product [04:00].
  • Stated Linksys no longer provides technical assistance for MX6200, which violates support policy for out-of-warranty devices [04:00].
  • Failed to perform any diagnostic steps for a speed/performance issue, including modem test, reboot, or WAN status check.
  • Did not offer any self-help path (KB article, email, chatbot) after customer declined paid support context.
  • Gave incorrect phonetic model number breakdown: 'M for Mary, x for x-ray' — non-standard and misleading [05:00].
  • Did not confirm customer's environment (modem type, ISP, topology) or symptom details (wired vs. wireless, all devices or one).
  • Failed to create or cite a HappyFox case despite creating a record, violating case management protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the slow internet issue and closed the case by suggesting a new router purchase without attempting any resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., reboot, speed test at modem, checking firmware) were performed despite the customer reporting a performance issue.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated no support is available for out-of-warranty devices, violating policy that requires best-effort troubleshooting regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify symptoms, ask relevant diagnostic questions (e.g., ISP confirmation, device LED status), or determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., speed test, router login, firmware check) were used or suggested, despite being necessary for diagnosing slow internet.
T3 Not Met No misinformation conf 96%
Agent provided inaccurate information: claimed no technical assistance for OOW devices and misidentified MX6200 as the only solution, despite no model verification.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set expectations, guide the interaction, or maintain control—allowed conversation to drift and ended without resolution framework.
C2 Not Met Confirmed understanding conf 93%
Agent used non-adaptive, scripted language and did not adjust for customer’s confusion or frustration about internet performance.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership—immediately defaulted to selling a new router instead of troubleshooting the existing device.
O2 Not Met Proactive follow-through conf 94%
Only next step offered was purchasing a new router; no follow-up, timeline, or actionable path for current issue was provided.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Agent failed to escalate or consider escalation despite a warranted case (performance issue with no troubleshooting), which contradicts escalation policy.
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 96%
Agent did not acknowledge customer frustration, repeated effort, or express empathy—maintained transactional tone throughout.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s emotional state or pace; remained rigid and sales-focused despite customer’s confusion.
X3 Not Met Overall experience conf 95%
Customer had to repeat personal information unnecessarily, and agent added effort by refusing help based on incorrect policy.
Call Transcript11 turns · 12 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. [silence] 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. [silence] For assistance, press 1 now. For out-of-warranty products, paid support may be available deput. Please have your devices serial number and contact information ready. If unavailable, kindly call back latter. [silence]
00:00
Speaker 1
Hi, yes. I just got off the phone with Spectrum Internet and our internet is really slow so they suggested I call you because you're my router. I have my serial number ready. 1689125217634. seven-zero-three-seven-one-six. Excuse me.
01:00
Speaker 2
For out of warranty product paid support option may be available depending on the issue. Hi thank you for calling linkz's technical support this is Iraq how can I assist you before today? [silence] [silence] Sure ma'am can you provide it to me please? Okay let me just double check. By the way ma'am uh is this the first
01:00
Speaker 1
I might have called a long time ago. A while ago. All right. My first name is Karen. C-A-R-E-N. Last name is lee sung. I'll spell that for you. L as in Larry. I-Z as in zebra. A-R-Y. R as in Radio. A apple, G George. A apple. Oh boy. Okay. It's a long one. It's the number one. So the digit one, my first name and my last name all together at gmail.com. So my, my email.
02:00
Speaker 2
All right, if you call us more than a year ago, we no longer have a record of you in the system. So, let me create a record for you before we proceed, okay? I need to know your first name and last name. Okay. All right, thank you. Soon, how about your email address now?
02:00
Speaker 1
1. C-A-R-M-E-N-L-I-Z-A-R-R-A-G-E-O-R-G-E-A at Gmail. Okay. No problem. [silence] I don't remember [silence]
03:00
Speaker 2
Got it, ma'am. Thank you so much for your cooperation. Let me just create a record for you in the system first, okay? Give me just three minutes. Thank you. [silence] um now, may i may ask like uh for how long have you been using this router?
03:00
Speaker 1
Is it too old? Or after warranty? I can't. I don't know how old it is to tell you the truth. [noise] Oh [noise]
04:00
Speaker 2
[DOWNWEIGHT] Uh, did- did you not, like, try to consider upgrading somehow? Uh, well, I was able to create- sorry, go ahead. Okay. Cause I was able to create a record for your Unisys, ma'am. However, uh, based on the records here, device that you have here is already been out of warranty. Now, for out of warranty devices, ma'am, we no longer provide free technical assistance. And as- as I, as I found out also that the router that you have is part of our oldest router, first generation routers. Meaning to say, aside that we no longer manufacture this device, we also no longer provide technical assistance for your router. The reason for that is because even if we run troubleshooting, it might not work anymore, ma'am. You might try to consider replacing it, or else it might cost you more expensive, if not every time you have an issue. Oh, right. And how much this will cost us to upgrade ma'am? Yeah, sir. I have a total of 150 planes. Is it that much? Yeah. Yeah.
04:00
Speaker 1
okay. Okay. Is this something I can just pick up at Best Buy or something or Amazon? oh what's the number that I need? What's the model? okay AMX ray Model number 6200. That is the latest model number Okay I will do some homework right now on that then. Yeah I don't know. Okay, perfect. Well I greatly appreciate your assistance. That could be the problem. She's just a little old. okay What was your name again?
05:00
Speaker 2
Yes ma'am. Yes ma'am. You can purchase it only via Amazon, Walmart, Best Buy, and Target. You can check MX 6200. That's the model number. Uh that's M for Mary, x for x-ray, six two zero zero. Yes ma'am, for Linksys. Okay. [silence] Yes ma'am. All right. Rio ma'am, R-i-o. Yes. Oh thank you, yes thank you so much. Right, in Brazil. Yeah. Yeah. Wow. Thank you ma'am. So yes anything else I can assist. Right, okay, you have. You have a nice day ma'am. Bye bye for now.
05:00