V2 Rubric Detail — 70fe80fe-6f45-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 20:52
Duration
5m 9s
Contact
Chris Rich
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134523
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 No Internet on the new location

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall17.3% (-18.7)

V2 Grader Summary

The agent identified the correct parent node based on serial number but provided no further troubleshooting, resolution, or actionable next steps. The call ended with the customer expected to self-resolve, resulting in an entirely unresolved case despite a clear support need. No tools were used, no escalation made, and no ownership demonstrated beyond initial data collection.

V1 Case Analysis

Customer moved mesh system to new location; mesh cannot find router during setup. Agent collected email and partial serial number, no troubleshooting provided. Advised customer to call back if further help needed.

Troubleshooting Steps
  • Requested model and serial number of the main router
  • Collected customer's email address
  • Confirmed customer's name
Key Observations
  • Agent did not provide any troubleshooting steps for the mesh connectivity problem.
  • Call ended without a clear resolution plan or next‑step guidance.
  • Warranty status and eligibility were never addressed.
Positive Highlights
  • Collected the customer's email address and partial serial number.
  • Maintained a polite tone throughout the interaction.
Agent Errors / Gaps
  • Failed to diagnose or guide the customer through standard mesh setup troubleshooting (power cycle, verify WAN connection, re‑pair nodes, check backhaul).
  • Did not set a concrete next step or escalation path despite the issue remaining unresolved.
  • Did not confirm or discuss warranty status when it could be relevant.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any actionable solution; customer was told to call back if needed.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed beyond asking for serial number and email; no guidance on resetting, re-pairing, or app setup.
R3 Not Met Correct resolution path conf 96%
Agent failed to determine correct resolution path (e.g., factory reset, node re-pairing, firmware check) despite customer clearly needing help with mesh setup.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask relevant diagnostic questions about app usage, pairing method, or error messages; no logical diagnostic sequence followed.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., cloud account lookup, remote diagnostics); agent only collected basic info without leveraging any system data.
T3 Partially Met No misinformation conf 90%
Agent correctly identified that the original parent node (serial ending 3502) should be connected to the gateway, which aligns with mesh topology best practices.
Communication
C1 Not Met Clear & professional language conf 95%
Interaction lacked structure, clear expectations, or transitions; agent did not guide the call beyond information gathering.
C2 Partially Met Confirmed understanding conf 89%
Agent used polite tone and simple language, but did not confirm understanding or adapt explanations to customer’s self-described low technical level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent took ownership initially by collecting info and checking registration, but abandoned follow-through by ending the call without resolution.
O2 Not Met Proactive follow-through conf 97%
No specific next steps given; only vague suggestion to 'call back if needed' — no timeline, action plan, or accountability.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was clearly warranted based on the limited interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite and said 'I'm sorry,' but did not acknowledge customer frustration or the difficulty of moving and setting up equipment.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a courteous tone but did not adjust pace or check comprehension; customer was left to figure things out independently.
X3 Not Met Overall experience conf 96%
Customer was required to repeat effort (calling back), given no self-help resources, and left to troubleshoot alone without reduced steps.
Call Transcript10 turns · 11 lines
Speaker 1
Yes. So I actually just moved over from one house to another with a the Sprint or team mobile gateway and it was working fine in my other house with the mesh uh the Linksys. [silence]
00:00
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 one now. For out of warranty products, paid support may be available. 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. [silence] Hi, thank you for calling Linksys technical support. My name is Elaine. How can I help you?
00:00
Speaker 1
So, when I moved it over to this house, it ended up renaming the gateway for some reason, and now I can't get these mesh systems to connect to it. Yes. T-Mobile, yes. So, I'm not super technical here. The router is the white piece, right? Okay. I just... It's like the white tower or whatever. So, I just put it on...
01:00
Speaker 2
[silence] I'm sorry.
01:00
Speaker 1
I, my router out or reset it an plug it in an right now it's like a solid teal blue. then your six four nineWell, then I try to set up my system an it says it can't find my router.
02:00
Speaker 2
Okay. working. and. you've. using the app. correct. Oh. Okay. by the way sir, can I have the model number and the serial number of the main router that is hooked up directly to the T-Mobile Gateway?. No. Yes. the one that should be hooked up. directly to the. T-Mobile gateway. should be the original parent. from your previous address. you [silence]
02:00
Speaker 1
Do you happen to have that information in there somewhere or no? CG Rich? It's a CG Rich at SBCGlobal.net. [silence] That's C or Charlie. [silence] Correct. Yes. [silence] Okay. I think I'm, well, I changed the node, the parent node. I didn't know I couldn't do that.
03:00
Speaker 2
Can I have your email address? Let me check if I can pull up something. Because it should be registered. I'm sorry. That's C for Charlie, G for George, and then the word rich, R I C H at sbcglobal.net. Okay, give me one moment. Because if you have the same internet service provider, nothing should be a problem by this one.
03:00
Speaker 1
3522. at the very end. OK, I got it. OK, I'll call you back if I need any more help. I should be able to figure it out from here. Yeah. It's Chris Rich. OK, thank you so much for that.
04:00
Speaker 2
Okay. Sir, look for the, look for the router that has a serial number that ends 3502. Yes. Yes, that's the last four digits of the serial number. M- Okay, so that's the one that you- that actually needs to be hook up directly to the- the mobile gateway. By the way, sir, can I please at least have your first name and your last name just to complete the record that I'll be creating? Okay, thank you so much, Chris. You can always call us back whenever you have any problem, okay? [silence] Yeah, have a good one. No, I have to free myself.
04:00