V2 Rubric Detail — 7541eaae-669c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 20:22
Duration
6m 58s
Contact
Sandra Jeet
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133300
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by immediately defaulting to paid support upon learning device was out of warranty, without attempting required best-effort steps (reboot, firmware check, factory reset). This constitutes evasion of core support duty under the OOW standard.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication3.75/5
Ownership2.50/5
Escalation5.00/5
Customer Exp1.79/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform any troubleshooting for the router’s red-light issue, despite clear OOW expectations to provide best-effort support. Instead, they defaulted to paid support without diagnostic steps, increasing customer effort and abandoning resolution. This constitutes avoidance/evasion (Auto-Zero B), resulting in an Unresolved outcome.

V1 Case Analysis

Customer reports MR7310 solid red LED and no internet. Agent verified model/serial, confirmed out-of-warranty, offered paid support. Customer declined; no troubleshooting performed.

Troubleshooting Steps
  • Collected device model and serial number
  • Verified warranty status in system
Key Observations
  • Agent did not perform any basic troubleshooting (e.g., power‑cycle, modem check, LED interpretation).
  • Paid‑support was offered before confirming the issue could be resolved with free assistance.
  • Communication contained unclear phrasing and lacked empathy for the customer's frustration.
Positive Highlights
  • Accurately captured the customer's model (MR7310) and serial number.
  • Clearly communicated the out‑of‑warranty status.
  • Captured the customer's email address correctly.
Agent Errors / Gaps
  • Failed to diagnose or attempt to fix the red‑LED hardware fault.
  • Premature upsell to paid support without exhausting standard troubleshooting steps.
  • Provided confusing statements about router dependency on a modem.
  • Did not verify ISP or WAN connection status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the red-light issue or achieve any resolution outcome; only offered paid support or an email guide without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps were conducted (e.g., power cycle, firmware check, LED diagnosis); agent skipped to warranty status without diagnostic process.
R3 Not Met Correct resolution path conf 94%
Agent declared device out of warranty and immediately offered paid support without attempting best-effort troubleshooting (e.g., reboot, firmware update, factory reset), violating OOW standard requiring real troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent failed to apply a logical diagnostic process — asked only about power outage and ISP, did not identify symptoms (e.g., solid vs blinking red), or determine root cause.
T2 Not Applicable Appropriate tools / resources used conf 85%
No tools were used or required in this interaction due to lack of troubleshooting; remote session, logs, or admin access not attempted or needed.
T3 Met No misinformation conf 91%
Agent correctly stated that Linksys routers require a modem and accurately conveyed warranty status; no technical inaccuracies in provided information.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent collected customer and device info but failed to set clear expectations for troubleshooting; prematurely shifted to paid support without establishing a plan.
C2 Met Confirmed understanding conf 92%
Agent used accessible language, confirmed spelling of email, and guided customer through providing model and serial numbers clearly.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent remained on the call and offered options but did not take ownership of resolving the technical issue, defaulting to paid support instead of troubleshooting.
O2 Partially Met Proactive follow-through conf 87%
Agent offered paid support or an email guide as next steps but did not specify timelines, follow-up actions, or confirm customer agreement.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
No escalation was warranted — the issue was within L1 scope; agent correctly did not escalate since proper troubleshooting could have resolved it.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred and none was warranted, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent apologized for lack of live support but did not acknowledge frustration over the red-light problem or express empathy for the ongoing issue.
X2 Partially Met Tone & rapport conf 85%
Agent maintained neutral tone but did not adapt to customer’s apparent confusion or disengagement; failed to check understanding after key statements.
X3 Not Met Overall experience conf 91%
Customer had to repeat serial information; agent increased effort by not using available self-service paths or performing basic diagnostics agent-side.
Call Transcript13 turns · 13 lines
Speaker 2
Welcome to links. this 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 products, paid support option may be available depending on the issue. All right. thank you for calling links. this is Regina, how can I help you today?
00:00
Speaker 1
I don't remember a power outage, but I'm not home all the time, so maybe that happened. But I like disconnected it and reconnected it and even waited like a few minutes, a few hours before connecting it again, and it's still turning red. Um. I don't. That's yeah. I'm going to say first time. Yes. Yes, please. Um, what do you need now for? I thought you needed the serial.
01:00
Speaker 2
Did you have a power outage that might cause the issue? Okay, I totally can I don't understand your concern all about ma'am. Was this your first time calling us for support? and are you calling from United States? May I know your first name and last name? [silence]
01:00
Speaker 1
Oh no.
02:00
Speaker 2
Yeah, we really need your information including your router information to create a record here in our system. Your last name Sandra. Your last name. So, J-E-T-T. Thanks, Z-I-T. And your call back number. And your email.
02:00
Speaker 1
IDILQURESHI at gmail.com. I'll spell it again. I for ice cream, D for dog, I for ice cream, L for lemon, Q for queen, U for umbrella, R for rabbit, E for egg, S for snake, H for hat, and I for ice cream. um just this one.
03:00
Speaker 2
Okay, so it's I.D. I.L. I.Q. U.R.A.I.H.IMHNS. At Gmail.com. How many links this router do you have Sandra? Can you please to provide a serial number?
03:00
Speaker 1
Yeah, it should be on the back, right? I see it. 36, Y101234 CB 00744. Sorry, say that again. Model number. M.R. I'm not seeing anything like that. Oh, yeah, yeah, I see it. M.R. 7310, yeah. I see it.
04:00
Speaker 2
Number. Yes. [silence] Okay. So it's an MR7310. [silence] The model number of your Linksys router is an MR7310. [silence] And they're either on the bottom of the router. [silence] And who is your Internet service provider?
04:00
Speaker 1
I'm not sure. Oh no, I'm not trying to connect it to my internet service provider. At my apartment, I have, I think there's a, I don't know what it's called, but I've connected, I've used this for like, almost two years. No, no.
05:00
Speaker 2
visit spectrum Xfinity. So what is the main reason of your router? Yeah, because our linksys router is not dependent. It cannot stand alone. So it is dependent to the modem or provided in the connection. So where did you connect your linksys router? So you doesn't have any idea. Who is your internet service provider?
05:00
Speaker 1
I need to pay to get assistance no it's okay. Thank you. Very much. Have a good rest of your day.
06:00
Speaker 2
I guess it's an apartment complex. Now before we proceed, Sandra, I would like to set expectation regarding of the warranty status of your links router. It indicates in our system that this device is no longer under warranty. And I really apologize that live support is no longer available. However, we have a paid support, so I can still assist you further, but you need to pay $15. And it's good for 60 minutes of troubleshooting. Yes. But if it doesn't want to proceed with the paid support, also, I can send you our Wi-Fi fixed . series guide via email for the helpful tips and guidance. Okay. You're welcome. Have a great day. Bye. [silence]
06:00