V2 Rubric Detail — 6a4d86b0-73cd-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 15:15
Duration
8m 39s
Contact
Caroline Griniston
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#GI00135162
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Presales Inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.62/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall10.9% (-15.1)

V2 Grader Summary

The agent failed to resolve the customer's red-light router issue, provided no troubleshooting, gave inaccurate technical information (Wi-Fi 7 modem claim), and offered no ownership or clear next steps. Despite polite tone, the interaction lacked empathy, technical accuracy, and effort reduction, resulting in an unresolved outcome.

V1 Case Analysis

Customer reported two mesh nodes with persistent red LEDs and frequent reboots; requested on-site installation or single-unit replacement. Agent did not identify model, provided incorrect technical advice, and offered no troubleshooting or escalation path beyond retail purchase.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect the product model number despite multiple customer prompts to 'look at my Linksys' and provide guidance.
  • Agent incorrectly claimed the customer's modem supports Wi-Fi 7 — a non-existent technology; this is a serious technical inaccuracy contradicting the KB (transcript [06:00]).
  • Agent falsely stated the existing devices are Wi-Fi 5 without verifying the model, violating KB protocol requiring model confirmation before technical assessment.
  • No troubleshooting steps were performed, including basic actions like power cycling, checking firmware, or attempting node re-pairing as outlined in adjacent_device_setup_scenarios.md.
  • Agent did not create or reference a HappyFox case despite receiving the serial number and customer name, violating PROTOCOL expectations for case management.
  • Agent provided no actionable support path beyond retail purchase, failing to offer KB articles, self-help steps, or escalation as required by universal_escalation_guide.md.
  • Agent misrepresented product capabilities by claiming a single device cannot cover two floors (transcript [03:00]), contradicting Linksys mesh marketing and KB guidance on coverage.
Positive Highlights
  • Agent greeted the customer politely and used her name (transcript [01:00]).
  • Agent acknowledged the customer's frustration with device instability (implied in response to red LED complaints).
Agent Errors / Gaps
  • Incorrectly stated the customer's modem is Wi-Fi 7 — no such standard exists; this claim is materially wrong and contradicts the KB (transcript [06:00]).
  • Falsely claimed the customer's devices are Wi-Fi 5 without verifying the model number, violating KB protocol requiring model confirmation before technical advice (transcript [06:00]).
  • Failed to ask for or verify the router model before giving technical advice, violating PROTOCOL expectations (transcript [01:00]–[06:00]).
  • Did not perform any troubleshooting steps (e.g., power cycle, firmware check, node sync) despite customer describing clear hardware symptoms, violating EFFICIENCY and RESOLUTION expectations (adjacent_device_setup_scenarios.md).
  • Did not create or reference a HappyFox case after receiving serial number and customer name, violating PROTOCOL for case management (transcript [05:00]).
  • Provided no actionable support path beyond retail purchase, failing to offer KB articles, self-help steps, or escalation as required by universal_escalation_guide.md.
  • Misrepresented product capabilities by claiming a single device cannot cover two floors, contradicting Linksys mesh marketing and KB guidance on coverage (transcript [03:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolved the red-light issue or provided a path to fix/replace failing hardware; only suggested purchasing new devices via retail.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were offered for the red-light symptom; agent skipped diagnostics and relied on generic sales advice.
R3 Not Met Correct resolution path conf 96%
Agent failed to determine warranty status, did not explain limitations, and dismissed OOW customer with no best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asked no diagnostic questions about model, firmware, or red-light behavior; no symptom identification or root cause analysis.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent requested serial number and attempted lookup (appropriate), but failed to use KB or other tools for red-light troubleshooting despite relevance.
T3 Not Met No misinformation conf 96%
Materially incorrect claim: 'Your modem is already Wi Fi 7 right now' — customer never mentioned modem specs; no evidence supports this.
Communication
C1 Not Met Clear & professional language conf 94%
Agent never set expectations, gave vague answers, and failed to keep conversation on track; no framing or control.
C2 Partially Met Confirmed understanding conf 82%
Used simple language but did not adapt to customer’s confusion about replacement process or clarify terms like 'Wi-Fi 7'.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — offered no follow-up, no commitment, and shifted to generic retail advice.
O2 Not Met Proactive follow-through conf 96%
No clear next steps or timeline; simply told customer to 'check Amazon' without guidance on compatibility or setup.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — request was for installation and product advice, not a technical fault requiring escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Offered brief apologies but did not acknowledge repeated frustration with red lights or express understanding of burden.
X2 Partially Met Tone & rapport conf 80%
Maintained polite tone but did not adjust pace or simplify explanations in response to customer’s uncertainty.
X3 Not Met Overall experience conf 93%
Customer repeated serial number and core concerns multiple times; agent added no efficiency by pre-loading info or guiding setup.
Call Transcript16 turns · 17 lines
Speaker 1
Mm-hmm. Hi. My name's Carolyn Grinston. Um, I'm not sure whether my stuff is under contract or not, but I think they're old and I know you have updated products, uh, Now. You're RT, not mine.
00:00
Speaker 2
Welcome to links to 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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling links technical support. This is Rio. How can I assist you for today? [silence] Transcribed by Sonix.
00:00
Speaker 1
[KEEP_UNCERTAIN] And I'm wondering, do you have somebody to set, the router up, if I bought a new one? Yeah. What would automatically update? [silence] I ain't talking about that, I'm talking about somebody to come out here and install them for me. [silence] How do I set them up if I bought new products? [silence] Oh, um, can you look and see what I got?
01:00
Speaker 2
If you have you have you want it to brought a new one ma'am for updates, it will automatically update. If you brought a new Linksys devices, it's already automatic update in the Linksys account. I do apologizes, we don't have an on-site technician ma'am. We can uh guide you or walk you through through the phone or you can follow the manual um inside the box that is also there.
01:00
Speaker 1
[KEEP_UNCERTAIN] And I know I'm in the system. And tell me what you think we'll go from there. Because, yes, ma'am, mine is old, as I said. Two of them are always going out. I have three pieces. Two of them are always with the red light on them. I'm tired of unplugging them and plugging them back up. I'm tired of that. That's why I know. Is there a new Linksys with just one piece? You don't have to have three pieces on that whole house. Do you do whole house? And it'll do for the whole house? Because I got 20...
02:00
Speaker 2
Do you already purchase a device? Um yeah you can purchase one pack or just one pack ma'am you can purchase it only one.
02:00
Speaker 1
1600 square. That's what I thought. Okay, that's what I. Oh, Lord. How much your link sees running today how much do they cost today, Oh, that's all. Okay. Can you get me on the link C's app?
03:00
Speaker 2
Uh, I do apologize, but it cannot cover up until the second floor. You need multiple. That's how the device is being designed. I'm sorry. Oh, uh, it depends with what Wi-Fi device that you're trying to purchase, but mostly it's around, um, just for one, uh, might be around $50. $50 to $100. Mm-hmm.
03:00
Speaker 1
I'm already on the Linksys. Could you show me where the products are? Yes, yeah. I because I have Linksys, and it's do okay, except the one my Linksys in the kitchen, that's plugged up. I'm always unplugging it and plugging it back up. And the one downstairs, I'm always unplugging it and plugging it back in because the red light keep stays on. That's no problem. Can you look at my Linksys on your computer and tell me if I can buy a Linksys and replace the two that I got?
04:00
Speaker 2
I'm sorry, are you trying to check what are available products from Linksys mail? [silence] You can only purchase the Linksys device, ma'am, through Amazon, Walmart, or Best Buy and Target. They're the ones selling Linksys devices now.
04:00
Speaker 1
And keep the main box. Go ahead. Oh, you can't go under my name under? Under? Well, I called before and they had a record. Okay. Okay, I'm ready to give you the CEREA number. 26D 1 0 6 0 7 8 4 9 2 3 2.
05:00
Speaker 2
What's the serial number for your Linksys device? Uh, I'm sorry, but we don't have a record using the name you have here. Um, if by chance you called more than a year ago, we no longer have any records of the man because we've already updated our case management tools. All right, go ahead. Oh, for this device that you have, ma'am, you might need to updatealready to upgrade to a newer device.
05:00
Speaker 1
[KEEP_UNCERTAIN] That's what I'm asking. Yes, that's what I was asking. So I can't buy one from Amazon and connect it to the that one that I just gave you. Is too old? And okay, I got another question. If if I got a um do new do new new version of the game instead of a older version? Could I still play it or would it be too old and I wouldn't
06:00
Speaker 2
Is this this is or red? Susan, this device can still work, however, This is only Wi-Fi 5 technology device. Your modem is already Wi-Fi 7 right now. So it will still work. If you are going to purchase a new one and then use the old ones, they will still work. However, uh there might be a conflict that you will encounter. You can try to check it via Amazon, Ma'am. They're the ones selling. We don't have a record of the price. Yes, ma'am. Remove and then put the new one. I'm sorry? Uh-huh. What Cord is this are you referring, ma'am? Uh, C.O.R.D.
06:00
Speaker 1
I know. I can't use the old ones because it's a lot of work, trying to, okay. I guess I'll deal with it. Okay, well I got no. Thank you. You too.
08:00
Speaker 2
There will be a new cord ma'am uh that will be provided to you for the new devices that you are going to purchase. That's the one that you can use. Anything else? You're welcome. You have a nice day ahead ma'am.
08:00