V2 Rubric Detail — 7b35c7fa-6aa7-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 23:51
Duration
5m 28s
Contact
Joseph Amato
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication1.25/5
Ownership2.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall36.2% (-19.8)

V2 Grader Summary

The agent correctly identified the out-of-warranty status and offered the appropriate paid-support option, but failed to conduct any meaningful troubleshooting, use diagnostic tools, or demonstrate empathy. The customer’s issue was not resolved, no actionable steps were completed, and the interaction lacked guidance and emotional intelligence, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports Wi-Fi drops/weak signal after modem replacement. Agent collected partial serial, incorrectly stated warranty expired, recommended deprecated Linksys app, and offered $15 paid support before troubleshooting. Customer declined assistance. No case created.

Troubleshooting Steps
  • Requested partial serial number (20J1000C66C73339985)
  • Incorrectly stated warranty expired without verification
  • Recommended deprecated Linksys app 'Channel Finder' feature
  • Suggested generic 'boot up sequence' without details
  • Offered $15 paid support and email setup guide
Key Observations
  • Agent used inconsistent names (Rachel, Lindsey, Raquel), causing customer confusion and unprofessionalism.
  • Full serial number was provided by the customer but not acknowledged or verified by the agent.
  • Warranty expiration claim was made without performing a serial-based lookup, violating protocol.
  • Recommendation to use the deprecated Linksys app for troubleshooting contradicts KB guidance (`universal_app_transition_notice.md`).
  • Paid support was offered before any valid free troubleshooting steps were attempted.
  • No specific troubleshooting steps (e.g., power-cycle sequence, node placement check, signal strength validation) were provided.
  • Call ended with no case creation, follow-up, or actionable guidance for the customer.
Positive Highlights
  • Identified that the issue began after modem replacement—a relevant trigger event.
  • Attempted to collect serial number and customer contact information (email).
Agent Errors / Gaps
  • Failed to obtain and verify the full serial number despite customer providing it.
  • Incorrectly stated warranty expired without performing a proper serial lookup.
  • Recommended using the deprecated Linksys mobile app for setup/troubleshooting, violating KB accuracy standards.
  • Offered paid support before attempting any valid, free troubleshooting steps.
  • Used inconsistent agent names (Rachel, Lindsey, Raquel), undermining professionalism and clarity.
  • Provided no specific troubleshooting steps for 'boot up sequence' or 'Channel Finder', leaving customer without actionable guidance.
  • Failed to create a case or document the interaction.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered no resolution — only an email guide and paid support option; issue remained unresolved and no troubleshooting was completed.
R2 Not Met Diagnostic thoroughness conf 96%
Agent suggested generic 'boot up sequence' and 'channel finder' without guiding customer through steps or verifying implementation; no meaningful troubleshooting conducted.
R3 Met Correct resolution path conf 95%
Agent correctly identified expired warranty (June 4, 2021) and offered the valid paid-support path for out-of-warranty troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No diagnostic questions about node placement, signal strength, or interference; agent assumed cause without evidence or narrowing symptoms.
T2 Not Met Appropriate tools / resources used conf 92%
Agent used internal system to check warranty but did not use any technical tools (e.g., remote access, logs, diagnostics) despite a performance issue requiring them.
T3 Met No misinformation conf 97%
Mentioned boot-up sequence, channel finder, and warranty date — all factually correct and consistent with Linksys documentation.
Communication
C1 Not Met Clear & professional language conf 93%
No clear framing of process; abrupt transitions (e.g., jumping to paid support); lost control when customer disengaged.
C2 Partially Met Confirmed understanding conf 87%
Used plain language but failed to confirm understanding or adjust for customer’s frustration and confusion about app settings.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent stayed on call and offered to send a guide but did not actively troubleshoot or take ownership of resolving the issue.
O2 Partially Met Proactive follow-through conf 88%
Promised to email a guide but gave no timeline or follow-up commitment; customer effort not fully reduced.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity from.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Correctly decided not to escalate — issue was within L1 scope via paid support; no valid trigger for higher-level escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; E2 does not apply.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
No acknowledgment of frustration; no empathetic statements despite customer expressing repeated disconnections and dissatisfaction.
X2 Not Met Tone & rapport conf 91%
Agent maintained a scripted, detached tone; failed to adapt to customer’s emotional state or check engagement.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number multiple times; agent did not streamline input or reduce effort during data collection.
Call Transcript10 turns · 11 lines
Speaker 1
you say you better all me. But I'm not getting the so literal. I don't know if it's set up correctly. Hey, how you doing Raquel. My name is Joe. I have a question. Is there anyone that could help me out to make sure that my my let's let's develop mesh system, the app and all the settings is
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 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. [silence] Hi, thank you for calling. Yes. My name is Rachel and how may I assist you today? Yes, Jill. [silence]
00:00
Speaker 1
It wasn't working correctly. Because for some reason, it was working correctly and I recently just got a new modem. And now it's not working as it as it used to. Like when I go outside or it just drops the Wi-Fi often and to connect back to it and it's not as strong as it used to be. So I just don't know in the settings if um, you know, if everything's correct in the settings on the app. Can I see it on the app on the app anywhere or no? What No. Okay. Okay. [silence] Why?
01:00
Speaker 2
Mm-hmm. Mm-hmm. All right. Got it. And for me to address you properly with that, may have the serial number of the Linksys router that can be found at the bottom. If you have access on the app, yes, you can go to Network administration, select your router or node, then under details, you will see their serial number.
01:00
Speaker 1
[KEEP_UNCERTAIN] Would you like to hold number or just the last, uh, um, uh, ten digits? Okay, uh, two, zero, J, one zero, zero, zero, C, six, six, C, seven, three, three, three, nine, nine, eight-five. I have three, and I, I, I, byou bought another one that will be arriving to me tomorrow, um, No. Yes. Yes, two, four, three, four, seven, six, nine, seven, five, six, six,
02:00
Speaker 2
How about the full serial number? All right, thank you. So you have the Linksys mesh nodes. How many nodes do you have? All right, thank you. And is this your first time calling Linksys? I may have your phone number so that I can pull up your record here. All right, thank you. [silence] Let me check the phone number. All right. I've got a record here and I believe I'm speaking to Joseph. Right. Amato. All right. And your email, it is A double 0 Click at aim .com. Is this correct? All right. Thank you. And while my sister is checking the warranty and support of your Linksys router, regarding with the settings, since you have three nodes, might be that you are connected to one of the child nodes. Or it could be that you are connected to the farthest node. So your device unable to connect to the nearest node to it. And since you had a new modem, my workaround suggestion for that is, you can try to perform boot up sequence or reset some network or run channel finder using the Linksys app. And by the way,
02:00
Speaker 1
no, because when I get the new node tomorrow, I can just call up and give you that serial number and then it'll be under warranty. [silence]
04:00
Speaker 2
I offer that Joe if you wish us to walk you through with that process here over the phone. And upon double checking it here since the router's directory warranty in support has ended last June 4th 2021 if you wish us here over the phone to walk you through, we do have this paid support amounting to $15 that's one five it's a nonrefundable technical support lasting for one hour if we determine your device is defective and unable to fix your issue, no refund or replacement will be given. Would you like to avail this paid support for $15? Okay. I see. Got it. How about this? I can send you an email. I mean to your email as well, sent network setup guide or a guide that you can try for a workaround currently for boot sequence and boot up [silence]
04:00
Speaker 1
Okay. No. No, thank you. Silence. Silence. Silence. Silence. Silence. Okay, thank you. Bye.
05:00
Speaker 2
out, you can follow that article guide that I'm going to send to your email. All right, and anything else that I can assist you with, Lindsey? You're most welcome. Once again, Raquel, thank you for calling, Lindsey, and have a wonderful day. Bye bye.
05:00