V2 Rubric Detail — 785fe842-76d9-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-03 12:19
Duration
7m 11s
Contact
Michelle Lilly
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135757
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided troubleshooting, provided false information (www.frank.com), and prematurely terminated the call without attempting resolution or valid escalation.

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
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent performed no troubleshooting, gave materially incorrect direction to www.frank.com, dismissed the customer without verifying warranty or attempting best-effort support, and ended the call with no resolution or ownership — constituting clear avoidance behavior.

V1 Case Analysis

Customer reported Linksys Velop (WLP-01) not connecting to modem after ISP outage. Agent provided no troubleshooting, gave incorrect website (www.frank.com), falsely stated warranty expired, and closed call without resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided incorrect support URL (www.frank.com) instead of support.linksys.com or linksyssmartwifi.com (critical accuracy failure).
  • Agent falsely stated warranty status without performing a lookup or verifying serial number (protocol failure).
  • No troubleshooting performed despite clear WAN connectivity issue (violation of KB troubleshooting flow).
  • No self-help path provided after implied paid-support decline (protocol failure).
  • Call ended abruptly without resolution or valid next step.
Positive Highlights
  • Agent acknowledged customer concern at [02:00].
Agent Errors / Gaps
  • Provided incorrect support URL (www.frank.com) at [06:00].
  • Falsely claimed warranty expired without verification at [03:00].
  • Did not perform any diagnostic steps for WAN connectivity issue.
  • Did not offer escalation, paid support, or self-help resources after warranty claim.
  • Ended call abruptly without confirming resolution or setting next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent told customer to continue using the device and search online, provided no fix or resolution.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps performed; agent never asked about modem status, power cycle, or LED indicators.
R3 Not Met Correct resolution path conf 97%
Agent dismissed support based on assumed out-of-warranty status without verifying warranty or attempting best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent did not identify symptoms, ask diagnostic questions, or determine root cause.
T2 Not Met Appropriate tools / resources used conf 100%
No tools (remote session, KB, modem test) used or referenced despite clear need for diagnostics.
T3 Not Met No misinformation conf 100%
Agent directed customer to 'www.frank.com' — a non-existent site — instead of support.linksys.com.
Communication
C1 Not Met Clear & professional language conf 96%
Interaction lacked framing, clear expectations, or structure; agent abruptly ended call without transition.
C2 Not Met Confirmed understanding conf 95%
Agent used generic scripted language, did not adapt to customer confusion or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided responsibility, offered no follow-up, and transferred burden to customer to search online.
O2 Not Met Proactive follow-through conf 96%
No concrete next steps or timeline set; only vague suggestion to 'search online' and promise to send articles.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
No escalation performed despite unresolved issue and customer frustration; agent avoided escalation to end call.
E2 Not Met Escalation prep & handoff conf 96%
No escalation executed, so execution criteria cannot be met; customer never informed of any escalation path.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Empathy was minimal and scripted ('I totally understand'), followed by dismissive behavior and premature call end.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace; continued robotic script despite customer distress and repeated frustration.
X3 Not Met Overall experience conf 97%
Customer forced to repeat information and perform all effort; agent added no value or reduced friction.
Call Transcript9 turns · 11 lines
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. [silence] 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 depending on your issue. To hear more about your service options, press two. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. 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. To hear these options again,
00:00
Speaker 1
Yes, I have the links router, and for some reason, the they're not connecting to my modem. My internet went out and then they have not come back on. So I'm not quite sure what to do. I've called my internet service and they said since this is a third-party system, they can't help me. And they recommend that [silence] I reinstall them. And so I don't know how to exactly do that. [silence] So I found the equipment and the box where I where I plugged in the routers. But they haven't gone on. I've tried unplugging the internet plug to the modem and putting it back and [silence] restarting the routers that they suggest, and it's not worked.
01:00
Speaker 2
press 8 please have your device serial number and contact information ready if un available kindly call back later for out of warranty product paid support option may be available depending on the issue hi thank you for calling Linksys this is ego and i hope you today okay so i totally under and i totally understand your concern all about man but is this your
01:00
Speaker 1
I believe so. Yes. Michelle, Lily. Lily. is 216-469-6173. Lily, L-I-L-L-Y, Michelle, m-i-c-h-a-e-l-ll-e-e-h-l-e at hotmail.com. two.
02:00
Speaker 2
And are you calling from the United States? May I know your first name and last name? And your call back number. And your email. And how many links to tour does your have? Michelle.
02:00
Speaker 1
2 6 David 1 3 Evans Michelle 5 6 Be as in Charles 0 1 1787
03:00
Speaker 2
Can you please provide a serial number of the parent node or the main router? Okay, thank you. And, model number of your link system router is WLP-01. And who is your internet service provider? Now, before we proceed, I would like to set an expectation regarding all the status of your link router, Michelle. So, it indicates in our system that this device
03:00
Speaker 1
They're only a couple of years old. Okay, so you're basically telling me you can't help me.
04:00
Speaker 2
Yes sir, but if the device is still working in your end, you can continue using it. But for the live support, I do really apologize that it is not available. But feel free to search online for some available resources that you can use to troubleshoot your Linksys mesh system. You can also feel free to visit our support sites, support.Linksys.com. Yes, and I really apologize for that inconvenience. But of course, don't worry. After this call, I will send you some articles. Our Wi-Fi. E fixed service guide that has a quick and easy solution for common auto warranty issues. Okay, you're welcome, Michelle, and have a great day. Bye for now. And can you please end this call for me? Thank you. Hello? Are you still there? Okay, since new one is turning on the other line, I really need to release this call after 10 seconds to give away for the other customer. So for more information in our products and services, be sure to call this back and visit our website, www.frank.com for helpful tips and guides. Have a great day. Bye for now. [silence]
04:00