V2 Rubric Detail — 6a5f89a8-64d9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 14:33
Duration
7m 2s
Contact
Anderson Babb
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent explicitly stated they cannot assist with out-of-warranty devices over the phone, which is a violation of protocol requiring best-effort troubleshooting regardless of warranty status. This constitutes avoidance of support responsibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership3.50/5
Escalation5.00/5
Customer Exp4.29/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly claimed out-of-warranty devices cannot be supported, and defaulted to a paid-support offer without attempting resolution. While the agent was courteous and promised an email, the interaction violated core OOW support policy, resulting in no progress toward resolving the connectivity issue. The decisive failure was the misrepresentation of support eligibility, triggering an auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer reports Wi-Fi devices show strong signal but cannot connect. Agent misidentified model as 'E8 450', confirmed warranty expired without lookup, and promised to email generic optimization steps without performing any troubleshooting. Issue unresolved; no case created.

Troubleshooting Steps
  • Collected serial number
  • Confirmed router LED status (solid blue, one blinking)
  • Verified a wired computer is online
Key Observations
  • Agent incorrectly identified the router model as 'E8 450' at [03:00], which is not a valid Linksys model. This contradicts the KB and indicates a failure in product recognition.
  • Agent stated warranty was expired at [05:00] without evidence of a system lookup, violating protocol for warranty verification per KB guidance.
  • No troubleshooting steps were performed beyond basic LED and wired connection checks. The KB provides specific Wi-Fi troubleshooting steps (e.g., password verification, DHCP check, SSID broadcast, client isolation) that were not attempted.
  • Agent promised to send email instructions but did not confirm or verify the customer's email address 'bob@mail.com' before proceeding, a protocol failure.
  • No HappyFox case was created, referenced, or updated during the call, indicating a breakdown in case management protocol.
Positive Highlights
  • Collected the serial number accurately from the customer at [03:00].
  • Confirmed router LED status and verified a wired connection was functional, showing basic diagnostic awareness.
  • Maintained a polite and professional tone throughout the call.
  • Offered a self-help path (email with optimization steps) after the customer declined paid support.
Agent Errors / Gaps
  • Incorrectly identified product model as 'E8 450' (not a valid Linksys model) at [03:00], contradicting the KB and transcript context.
  • Stated warranty was expired at [05:00] without confirming via internal tools, violating protocol and KB guidance on warranty verification.
  • Failed to verify customer's email address 'bob@mail.com' before promising to send instructions, a protocol failure.
  • Did not create, cite, or update a HappyFox case during the call, a critical protocol failure per KB and operational guidelines.
  • Did not perform any targeted Wi-Fi troubleshooting (e.g., password verification, DHCP check, SSID broadcast, client isolation) as outlined in the KB for WiFi Connectivity issues.
  • Provided no model-specific guidance despite having the serial number and claiming to identify the product.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The issue was not resolved; the agent offered only an email with instructions but did not confirm resolution or guide the customer through any fix.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting was conducted — the agent skipped diagnostic steps like checking firmware, testing wired connection, or accessing the router interface, moving directly to warranty status and paid support.
R3 Not Met Correct resolution path conf 96%
Agent stated they 'cannot assist over the phone or chat for out of warranty devices,' which violates OOW protocol requiring best-effort troubleshooting; no attempt was made to diagnose or guide the customer before citing warranty expiration.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not follow a logical diagnostic process — failed to identify root cause, skipped basic isolation steps (e.g., wired test), and accepted customer description without verification.
T2 Not Applicable Appropriate tools / resources used conf 93%
No tools were used because no troubleshooting occurred; the agent did not access firmware, logs, or remote diagnostics.
T3 Not Met No misinformation conf 96%
Agent incorrectly claimed that out-of-warranty devices cannot be assisted over the phone, contradicting KB policy which requires best-effort support; this materially inaccurate information misleads the customer.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected serial number and confirmed details but lost call control by abruptly shifting to paid support without framing next steps or managing expectations around troubleshooting.
C2 Met Confirmed understanding conf 92%
Agent used simple language, confirmed spelling and serial number, and adapted by offering email instructions tailored to the customer’s request.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent committed to sending an email and followed through on that promise, but avoided direct troubleshooting, effectively transferring responsibility to the customer.
O2 Met Proactive follow-through conf 97%
Agent provided a clear timeline: 'you will receive the email within 5 to 10 minutes,' setting specific expectations for follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was warranted — the issue was a general connectivity problem without hardware fault or escalation trigger — and the agent correctly did not escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, and none was required based on the situation.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized sincerely ('I really do apologize sir') and remained polite and professional throughout despite the customer’s frustration.
X2 Partially Met Tone & rapport conf 88%
Agent maintained a formal tone while the customer spoke casually; there was limited adaptation in pacing or emotional engagement beyond scripted responses.
X3 Met Overall experience conf 93%
Agent reduced customer effort by offering to send step-by-step instructions via email, avoiding prolonged on-hold time or repeated information.
Call Transcript13 turns · 13 lines
Speaker 2
Welcome to Lynx's 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.Links.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, press two. Please, if you're experiencing issues with your Lynxs product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot.
00:00
Speaker 1
Well, I I was just thinking it is this the paid call that I'm making? Yeah, well, okay, I'm having trouble with uh connecting to my wi-fi. It's showing that I have a strong signal but yet when I try to connect the site, sites tell me that, you know, they can't connect to the wi-fi. I I have no wi-fi. So, uh, I try unplugging the router and, you know, plugging it back in and it doesn't seem to improve. So, how can I test my router to make sure it's working at 100%?
01:00
Speaker 2
At https://support.linksys.com. You can also connect with other users for tips and guidance at reddit dot com slash r slash linksys. hi thank you for calling linksys my name is Josh how may I assist you today uh no sir uh rest assured that this call is free and however you reach linksys technical support.
01:00
Speaker 1
uh... well, on my- well, my phones is- haven't trouble picking up the Wi-Fi recently. Yeah. Uh, what else do I use the Wi-Fi for. No, hardly anything else. I have a mesh system, I don't know if that make a difference. Excuse me. Yes, that's correct. uh-huh. Yes, sir. Yes. too. is uh, I guess what you called the mesh setup.
02:00
Speaker 2
All right. Uh, just to, for further isolation, uh, are your devices experiencing the same issue, sir or is it only experiencing it on a specific unit? Uh, I see. I see. And just to confirm, uh, am I or confirm I am talking to Mr. Sir, understood Bob? All right, and your email address is your first and last name at mail.com. Is that correct as well, sir? All right. Yeah. And may I know how many links devices to do you have in total? Uh huh. May I have, again, the serial number of this parent node, sir?
02:00
Speaker 1
okay a little bit. hold on. hold on. hold on. hold on. the serial number is with. the serial number is 3 8 B 1 0 M 5 9 C 0 1 2, 2, 2. Thank you so much for that. Yes. uh uh. Yes. uh uh.
03:00
Speaker 2
or domain router? No worries. Thank you so much for that. All right, so just to confirm, you have two E8 450 routers. Is that correct? And your internet service provider, is it still Spectrum? And I know the light indicator on this router, um, like on their Wi-Fi, like can you check if it is showing solid blue?
03:00
Speaker 1
Yeah, they're all showing solid blue. Yeah, except for what do you call that? They, uh, okay. There's one at the bottom blinking, like, that would be, I don't know. It's blue, but it's blinking, you know, pretty much, uh, constantly. [silence] Yes. Mm-hm. Yes, I do. Mm-hm. Yes. Mm-hm. Mm-hm. Yes, that's correct.
04:00
Speaker 2
ah got that one so so if just to make sure to make sure that I got your issue correctly sir devices like your wireless devices keep disconnecting from the routers network is that correct I see and currently do you have a computer that is connected to the router ? I see and that computer is able to get online at the moment is that correct ? All right all right thank you so much for confirming so um sir before we proceed to further troubleshooting okay uh
04:00
Speaker 1
Uh-huh. Oh. Uh-huh. Okay. Let me ask you a question. Is there a way for me to go into my router online to check to make sure it's okay? you know, like. okay.
05:00
Speaker 2
I'm going to set your expectation regarding the hardware warranty status of your devices. So according to our records, the hardware warranty status of your routers have already expired and I really do apologize sir, but we cannot assist over the phone or chat for out of warranty devices. Nevertheless, all our trouble yes, sir. However, don't worry, all are troubleshoot guides and articles are still available on our support websites. However, if you really want it to be as I said over the phone, we do have this one-time non-refundable support that will last up to 60 minutes or one hour, but it will cost you $15.00. Mm-hmm. Uh regarding this issue of yours sir, since you mentioned that you have computer that is currently connected to its network, uh,
05:00
Speaker 1
Mm-hmm. Okay. Yeah, you can send us an email. Okay. Please do that. I appreciate it. That's correct. Yes. Okay. Okay. Thank you very much, sir. Appreciate that. Yeah. Sure. All right, no problem. Alright, bye-bye. [silence]
06:00
Speaker 2
you can actually access the web user interface and then try to optimize the settings on this system if ah if ever sir uh rest assured like for example if you don't want to avail the paid service I can send you a step by step instruction via email on how to optimize your router instead. Mm-hmm. And yes sir. And rest assured that you will receive the email within 5 to 10 minutes. All right. Yes sir. And let me verify again your like the spelling of your last name. Is it B-A-B-B? All right. All right. That should do it sir. Again rest assured that you will receive an email within 5 to 10 minutes. Are we all good for now? Uh-huh. You're most welcome. Thank you so much for your appreciation and again uh thank you so much for calling Linksys. You have a great day.
06:00