V2 Rubric Detail — 71ce9adc-6b21-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 14:24
Duration
5m 30s
Contact
John Pope
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00133903
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Auto-Zero applied: Agent engaged in avoidance/evasion (critical failure B) by refusing to troubleshoot a clear L1 issue, inventing a $15,000 paid service, and failing to provide any legitimate resolution path.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform basic diagnostics, invented a non-existent $15,000 paid service, and abandoned the customer with only an email as support. No technical accuracy, ownership, or empathy was demonstrated, resulting in a complete failure to resolve a straightforward router connectivity issue.

V1 Case Analysis

Customer reports no internet through router despite Wi-Fi connectivity. Agent verified expired warranty, offered $15,000 paid support, skipped all troubleshooting, and promised email with generic reset steps. Issue unresolved.

Troubleshooting Steps
  • Collected serial number
  • Checked warranty status in system
Key Observations
  • Agent skipped all standard WAN troubleshooting steps (power-cycle modem/router, check WAN IP, verify LED status, test direct modem connection) as required by KB universal_isp_modem_diagnostics.md.
  • Offered a materially wrong $15,000 paid-support option, violating Linksys policy and KB pricing guidance.
  • Failed to collect product model number, required for model-specific troubleshooting and protocol compliance.
  • Misinterpreted solid blue LED as potential defect (KB states solid blue = normal operation).
  • Did not verify manual configuration needs (PPPoE/VLAN) per ISP requirements.
Positive Highlights
  • Collected serial number from customer at [01:00].
  • Identified warranty expiration based on system lookup at [04:00].
Agent Errors / Gaps
  • Failed to follow standard troubleshooting flow for no-internet-through-router issues (KB: universal_isp_modem_diagnostics.md).
  • Offered absurd $15,000 paid-support price, contradicting KB guidance on reasonable pricing.
  • Did not collect product model number, a required protocol step for meaningful troubleshooting.
  • Skipped basic diagnostics (WAN status check, power-cycling, LED verification, direct modem test).
  • Misrepresented LED status interpretation (solid blue = normal, not defective).
  • Provided only vague email promise without actionable steps or confirmation of resolution.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a viable path forward; only offered an email with reset instructions and an absurd $15,000 paid service, leaving the customer without functional internet.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped essential diagnostics like checking WAN status, testing with a direct modem connection (already done by customer), or accessing the router UI; relied solely on light color and serial number.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly treated out-of-warranty status as a reason to stop helping, failed to offer best-effort troubleshooting, and instead introduced a non-existent $15,000 paid service, violating OOW support standards.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process: agent did not confirm the customer’s modem test, ask about WAN IP, or check for configuration issues; jumped to 'defective router' without evidence.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., remote access, KB lookup, or guided UI navigation) despite the customer having already isolated the issue to the router.
T3 Not Met No misinformation conf 98%
Agent claimed a $15,000 paid service exists, which is factually false; also incorrectly stated the router is likely defective without diagnostic basis.
Communication
C1 Not Met Clear & professional language conf 96%
Call had multiple long silences, abrupt transitions, and no clear structure; agent failed to guide the interaction or maintain control.
C2 Not Met Confirmed understanding conf 95%
Agent used scripted, non-adaptive language and introduced confusing, unrealistic pricing without checking customer understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by offloading to an email and a fictional paid service instead of attempting resolution during the call.
O2 Partially Met Proactive follow-through conf 90%
Agent committed to sending an email within five minutes, providing a specific next step, but offered no resolution timeline or follow-up beyond that.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; the issue was within L1 scope with proper troubleshooting.
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 96%
Agent showed no empathy; responded with a detached, transactional tone and failed to acknowledge customer frustration.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s confusion or pace; continued with a rigid script despite customer’s expressed willingness to try simple fixes.
X3 Not Met Overall experience conf 96%
Customer repeated serial number, was subjected to an irrelevant paid-service pitch, and was forced to wait for an email instead of receiving live help.
Call Transcript12 turns · 12 lines
Speaker 1
Hey, good morning, May, how are you? Um. Oh, good. I I think
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, this, .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, paid support option may be available depending on the issue. Thank you for calling linksys. This is May, how can I help you? I'm good. Thank you for asking.
00:00
Speaker 1
Think I need help when, I don't know if my product is in warranty or not. Do you need the serial number for it? Okay. 33 one zero two six six one. You know, I can't get any traffic to go through to the internet. If I bypass the router and hook my, like my PC up directly to the Wi-Fi, or to the internet modem, it's fine. But once I put the Wi-Fi router in the middle, then there's no traffic going through it. I can connect to it from multiple devices, but I just can't seem to troubleshoot or get my way through to get it going again.
01:00
Speaker 2
Yeah, I need the serial number first. Okay. All right, while our system is still checking the warranty status of your device, uh, what seems to be the problem with your router? [silence] That only means that our router is no longer communicating to your
01:00
Speaker 1
Yeah, that's what I've learned. It's actually blue up front. It says it's fine. No, can't get through it. I have, yeah, I've reached, yeah, I've, uh, I've restarted it several times. I didn't reset it because I didn't want to change all the pathways. But, yeah.
02:00
Speaker 2
Modem. Probably, it was to reset. What's the light indicator in front? Solid blue. Okay. But, when you're connected to its Wi-Fi, you cannot search or visit any web sites. Did you try to reset the router? Probably, it's not resetting anymore, like, it's just staying solid blue. We have scenarios like that where the router shows blue light, but it's actually already defective, not changing into any colors. Did you try to press the reset button at the back? Okay. Since you tried to restart the router, did you notice that the light in front blinks, like turns to different colors, red, like,
02:00
Speaker 1
Yeah, if I turned it off and back on, or even if I tried unplugging it too, um, I'll get the red light and then the red light flashes and then it goes to blue. Solid blue. I can, yeah. Yeah, well, here's the funny thing. I can see it, And most of my devices are connected to it. For some reason, my phone, my iPhone won't connect to the main, it'll only connect to the guest. The only device that won't do it, though, I don't know.
03:00
Speaker 2
back to blue okay how about its wi-fi name default wi-fi can you still see it on the wi-fi list or not anymore you can okay um I see so yep got it uh the troubleshooting steps that can be done to your router uh is to have it reset and reconfigured and for the um for I mean our system was able to check here the warranty status of your device and it shows here it was purchased year 2022 correct
03:00
Speaker 1
Uh, yeah, that makes. You know what? Why don't you go, yeah, send me the email. I'll give that a try. Um, and you know what? If it doesn't work, I'll go up to Best Buy and get another one. [laugh] Yes, ma'am. That's it.
04:00
Speaker 2
this router is entitled for one year warranty. So if you purchase it beyond one year, that only means for a technical assistance via phone and chat, it's no longer [silence] eligible. Uh I can only help you via email. [silence] That email contains instruction and how you can reset and reconfigure the router. [silence] We also have other option [silence] if you want to. [silence] We have a paid tech uh service wherein I can help you right now. [silence] You just need to pay $15,000.00 uh and it's just going to be one-time troubleshooting only that will last for an hour. [silence] If you don't want to proceed with that, I can send you an email. [silence] Uh [silence] uh sure. [silence] Your email address [silence] is John-pope@comcast.net. [silence] Okay. That's why I need the last name. [silence] So I guess your first name is John. [silence] my last name is Pope. [silence] john. [silence] so it's going to be John-pope [silence] okay.
04:00
Speaker 1
It's Comcast. OK. OK. All right, thank you so much. OK, yep. You have a great day. Goodbye.
05:00
Speaker 2
Okay. What's your Internet service provider? Who is it? Okay. I'll just create a ticket here. After this, I'll send the email. Just wait for five minutes maximum once this call will end, okay? I'll send it to your email. All right, John. Thank you again for calling. You're welcome. Bye bye. You too. Bye.
05:00