V2 Rubric Detail — 61ea105c-6355-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 16:16
Duration
12m 31s
Contact
John Quante
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132616
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX4200 reconfiguration
⚠ Auto-Zero applied: Avoidance/Evasion – agent explicitly refused to provide technical assistance despite the issue being within scope and resolvable through standard OOW best-effort troubleshooting, violating core support policy.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provided incorrect technical information, falsely claimed the device was out of warranty, and refused to help—offering only a withdrawn paid service option. No empathy, ownership, or next steps were demonstrated, resulting in a complete failure to resolve or progress the case.

V1 Case Analysis

Customer switched ISP from Spectrum to AT&T and cannot add existing Velop MX4205 to account. Agent misidentified model, claimed out-of-warranty without verification, offered paid support only, and provided no troubleshooting or self-help path.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misidentified the product model at least three times (MR6350, MX-8400C, MX-4200C) despite customer clearly stating MX4205, indicating severe lack of product knowledge and contradicting the KB's model reference.
  • Agent claimed the router was out of warranty without verifying serial number or checking warranty status, leading to inaccurate support eligibility determination.
  • No troubleshooting steps were performed for a standard post-ISP-change mesh setup issue, despite the KB providing clear guidance for such scenarios (e.g., reconfiguration, power cycle, or app/account verification).
  • Agent did not direct the customer to the correct local access URL (http://192.168.1.1 or http://myrouter.local) or provide any self-help resources, violating KB protocol for setup issues.
Positive Highlights
  • Agent correctly identified the need for reconfiguration after an ISP change, showing some understanding of topology impact.
Agent Errors / Gaps
  • Incorrect identification of product model (MR6350, MX-8400C, MX-4200C) despite customer stating MX4205. These models are not listed as aliases in the KB, and MX4205 is a valid Velop model requiring specific setup guidance.
  • Inaccurate warranty claim without verification or serial number collection, contradicting KB protocol for support eligibility determination.
  • Failure to collect serial number, create or cite a HappyFox case, or confirm customer contact details, violating standard Linksys support process.
  • No troubleshooting steps attempted for a standard post-ISP-change setup issue, despite the KB providing clear guidance (e.g., reconfiguration, power cycle, or app/account verification).
  • Did not follow standard Linksys protocol for mesh setup or account assistance, including failing to direct the customer to the correct local access URL (http://192.168.1.1 or http://myrouter.local).
  • Failed to offer any self-help path (KB article, email, chatbot) after declining free support due to unsupported warranty claim, leaving the customer without actionable next steps.
  • Provided no validation or explanation for why paid support was required beyond an unsupported warranty claim, which is not a valid reason per the KB for withholding basic troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent stated 'I cannot provide you any assistance' and offered no resolution path for the setup issue after ISP change.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were attempted; agent immediately cited warranty status without diagnosing the setup issue.
R3 Not Met Correct resolution path conf 97%
Agent assumed device was out of warranty without verification and refused free support, violating OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify correct model (called it MR6350, then MX-8400C), did not assess symptoms, or follow diagnostic logic.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., no guidance to access router UI, no reboot instructions, no ISP setup steps) despite clear need.
T3 Not Met No misinformation conf 97%
Agent provided incorrect model numbers (MR6350, MX-8400C) and falsely claimed the device was out of warranty with no lookup.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure; agent did not frame interaction, set expectations, or maintain control—conversation was disjointed.
C2 Not Met Confirmed understanding conf 93%
Agent mispronounced customer's name repeatedly and used confusing terminology without checking understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent refused to assist, abdicating responsibility instead of owning the case or offering valid next steps.
O2 Not Met Proactive follow-through conf 97%
No next steps given; agent offered paid service then withdrew it, leaving customer with no actionable path forward.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation performed and none was warranted—this was a standard setup issue resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy, failed to acknowledge frustration from ISP switch, and delivered dismissal coldly.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s confusion or pace; communication remained ineffective throughout.
X3 Not Met Overall experience conf 95%
Customer had to repeat model number multiple times due to agent errors and received zero assistance in reducing effort.
Call Transcript9 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, [silence] 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, [silence] depending on your issue. To hear more about your service options, press two. Please select from the following options. For in-warranty products, our support team is available, [silence] to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, Thank you for calling. Thank you for calling Linus's. This is eyes. How can I help you?
00:00
Speaker 1
Oh, how do you say your name again? Nice, how are you today? How are you today? That's great. Um, so I just um, I just, so I've got, uh, some of your products, or, and uh, some routers. And I just switched from Spectrum to AT&T. And it's asking me to, uh, It's asking me if, uh, if you haven't added a router or mesh Wi-Fi system to your account. Uh, let's fix that. So it's at an existing one or set up a new one. I don't know why that's happening. Um, 'cause I didn't change anything, but um, when I hit at an existing one, it tells me to call you when I set up a I don't, I don't know if I should set up a new one or not. So I guess that's why I'm calling.
07:00
Speaker 2
It's I S A Y S. I'm fine, sir. I'm fine. Okay. Mm-hmm. All right. You mentioned you change your internet service provider. Who's. [silence]
07:00
Speaker 1
AT&T. Jon? Q-U-A-T-E? Guanti? That's right. J, що ви инте 1 8 at Gmail. That's it. Yes, correct. Yeah, uh give me a second here. 3-8, u-1. Um, I don't know if it's a 0 or a 0. I think it saysyear. I don't know. I can't tell. So it's either a 0 or an O. m-3. C as in cat, a as in Apple. 2-1-3-0-3. Um, where would I find the this? Mine is model number is MX4205. Um, [silence]
08:00
Speaker 2
So, your Linksys router is Mod number MR6350.
09:00
Speaker 1
[silence] [silence] O-M-X-4-2-0-0-C. Okay. two. Sorry, say that again. Yes. Yes, that's right.
10:00
Speaker 2
I see. I'm sorry. MX-8400C. Yes, that's the other name for your linksys product MX-8400C or MX-4200C. How many of these only one? So a parent node and a child node? Uh a parent node and a child node since it's a mesh system.
10:00
Speaker 1
This will and uh... okay sorry you can jump up there okay yeah well hold on let's just go ahead up here yeah yeah yeah okay
11:00
Speaker 2
Right. Um, now, since, uh, you changed your internet service provider, you will need to re-configure again or set up again your mesh nodes, because you have a new, uh, internet service provider, and setting it up is just like, uh, how you set it up before. Now, I would love to, uh, walk you through, yes, John, I would love to walk you through the steps on how to set up your, Linksys router, but it seems that this router is already out of warranty, so I could not, uh, provide you a free technical Assistant, although, you can apply for a paid connect service, if you want me to walk you through the steps. [silence] As I've said, uh, John, I cannot provide you any assistance.
11:00