V2 Rubric Detail — 6b93af12-6e88-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 22:19
Duration
6m 14s
Contact
Dawn G
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134360
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: MR7350_Single device can't connect : TV
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided troubleshooting the core issue, incorrectly declared the device out-of-warranty, and deferred resolution to a paid support callback without attempting any technical fix.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to troubleshoot the app’s inability to detect the router, incorrectly claimed the device was out-of-warranty, and required the customer to provide proof of purchase and call back, resulting in no resolution. No diagnostic steps were taken, and the interaction reflected avoidance rather than ownership or technical support.

V1 Case Analysis

Customer unable to add new Linksys router in app; app detects existing router and cannot locate new device. Agent incorrectly claimed device was out-of-warranty, used unclear terminology, and requested proof of purchase via email without providing technical troubleshooting.

Troubleshooting Steps
  • Collected partial serial number (33C4C10M2)
  • Asked for ISP and purchase location (Best Buy)
  • Asked for purchase date and amount
  • Requested proof of purchase via email
Key Observations
  • Agent used incorrect and nonsensical terminology: 'out-of-order transgenic' at [02:00], which has no meaning in Linksys support context.
  • No technical troubleshooting steps were provided despite the issue being a common setup problem with documented solutions.
  • Agent incorrectly claimed the device was out-of-warranty despite the customer stating a recent purchase date (April 28).
  • Failed to guide customer to access router via web interface (http://myrouter.info or http://192.168.1.1), a standard and secure method per KB.
  • Provided an email address (fd86925@me.com) that does not match the customer's email (1014@pm.me), creating confusion.
Positive Highlights
  • Polite greeting and initial request for serial number at [01:00].
  • Collected purchase date (April 28) and amount ($193.77), which helps establish recency of purchase.
Agent Errors / Gaps
  • Used fabricated and meaningless term 'out-of-order transgenic' at [02:00].
  • Incorrectly stated the device was out-of-warranty despite recent purchase.
  • Failed to identify or verify the product model number.
  • Did not provide any technical troubleshooting steps for app setup issue.
  • Did not mention or guide customer to access router via http://myrouter.info or http://192.168.1.1 as per KB guidance.
  • Provided an incorrect email address (fd86925@me.com) for the customer to respond to.
  • Did not explain basic setup steps such as power cycling, checking LED state, or reinstalling the app.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue of the app not recognizing the router; only requested proof of purchase and instructed customer to call back after sending email.
R2 Not Met Diagnostic thoroughness conf 90%
No actual troubleshooting steps were performed — no factory reset, no guidance on clearing app cache, no attempt to access router via browser, no verification of network connectivity.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly assumed device was out-of-warranty despite recent purchase date; pushed paid support prematurely instead of providing best-effort troubleshooting for a newly purchased product.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to diagnose the root cause of the app not detecting the router; asked for serial and receipt but did not explore setup steps, app version, or device compatibility.
T2 Not Met Appropriate tools / resources used conf 85%
No tools were used — agent did not attempt remote diagnostics, check admin interface, or guide customer to use web browser access (e.g., myrouter.local), which would have been appropriate.
T3 Not Met No misinformation conf 90%
Agent stated out-of-warranty devices receive no support unless paid, which contradicts Linksys policy of best-effort troubleshooting; also inaccurately tied solid blue LED to 'out-of-order transgenic' status.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent collected information and maintained basic flow, but long silences and lack of proactive control (e.g., not guiding customer through immediate steps) weakened call management.
C2 Partially Met Confirmed understanding conf 80%
Language was simple and clear, but agent did not adapt to customer’s expressed frustration or confirm understanding of next steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent transferred responsibility to customer by requiring proof of purchase and callback, without attempting any direct resolution or workaround.
O2 Met Proactive follow-through conf 85%
Agent provided specific next steps: email will be sent, customer should reply with receipt, and call back before 11 p.m. ET.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted at this stage.
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 90%
Agent showed no empathy for customer’s frustration with a newly purchased router failing to set up; no acknowledgment of inconvenience.
X2 Not Met Tone & rapport conf 85%
Agent maintained a flat, transactional tone and did not adjust pace or engagement level despite customer’s expressed difficulties.
X3 Not Met Overall experience conf 90%
Customer was forced to locate a receipt, send an email, and call back — avoidable steps that increased effort instead of solving the issue during the call.
Call Transcript10 turns · 12 lines
Speaker 1
what I bought this new Linksys router and I was trying to access it using the app and when I go to add my router and I say I want to add a new router, it identifies that I already have one and so when I try and go to the other option to add an existing router, well then it can't find it and that prompted me to call this number and to have my serial number
00:00
Speaker 2
Welcome to Linksys support. Please have your devices 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. Thank you for calling Linksys. This is L, how can I help? Okay. Mm-hm. I Um yeah, can I have the serial number first, ma'am? Yeah, serial number. Sorry, can you repeat that one slowly? I have three three, C4, Charlie, one zero, mike number two. Thank you so much. Let me just double check that one here. And who is your internet service provider? Mhm, okay. And when did you purchase the router? Okay. Uh, did you purchase it via Amazon?
00:00
Speaker 1
uh best buy it's actually it I mean it's working I just I'm not able to there I do have a television that worked for years and then it stopped working and then I thought when I got this new router maybe I could get it to work again but it's still not and um I probably have I'm sure I have a receipt somewhere um I probably used a credit card and I sure I have a receipt somewhere do I need to return it what color is it blue blue mm-hmm
02:00
Speaker 2
Best Buy. OK, because for that one, maam, I know that you are trying to set it up, but do you still have the receipt from when you purchased? For this one, what's the LED light of the router? What's the color? Yes, what color is it? Blue, OK. Because so far, for this device, this device is actually showing as out-of-order transgenic. um, so in order for us to override the system and then provide full support for you, so we could help you um if the device needs to be reset and then reconfigure, so at least you'll be properly associated with the app. And then it will be able to provide a stable internet connection. So I need, mom, the proof of purchase from Best Buy, so I can update it on the system and then update the support. Because, um usually for out of warranty devices, we no longer provide further technical assistance unless we go through with our paid connect. But that will just cost you $15 for 60 minutes of troubleshooting. But since you just newly purchased it, at least we have the proof of purchase, because it's more likely on this one since it's solid blue, we can try to uninstall and then reinstall the app.
02:00
Speaker 1
Yeah, I spent $193.77 on April 28th, it looks like. Yeah. Right. All right, and then once I get that, where do I send that to? [silence]
04:00
Speaker 2
[silence] then try to go that way, but if the app won't recognize the Wi-Fi of this Linksys router, then reset and then reconfigure would probably be best. So at least you can properly associate it with the app. So do you have, is it possible for you to get the proof of purchase? [silence] Yeah, but we actually need, ma'am, the proof of purchase where it will show the product name and then the order details. [silence] Yeah, I can send you an email right now, and then once you have the receipt, you just need to reply to that email, and then give us a call back, so we can provide support for your.
04:00
Speaker 1
Okay. All right, thank you. Goodbye. Um, yeah, it's Ecuinox, 1014@pm.me and that is going to be spelled E Q U I N O X 1014@pm.me. Dawn Greer, DAW, N G R E E R.
05:00
Speaker 2
Okay, can I have an email? Sorry. Please hold. Okay, fd86925@me.com. Okay, and first name and last name? Please hold. Okay. All right, so I'll send you an email ma'am, and then once you have the proof of purchase, just respond to that email, and then once you're able to respond, and you can just give us a call back, we're open up until 11:00 p.m. Eastern Time today.
05:00
Speaker 1
All right. Thank you. Bye. And not before you guys are just being really nice.
06:00
Speaker 2
You're welcome. Take care. Bye-bye.
06:00