V2 Rubric Detail — 7d6583fa-60ff-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 16:56
Duration
13m 39s
Contact
Eliot Rubin
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132158
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_No internet wired and wireless
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall21.7% (-10.3)

V2 Grader Summary

The agent failed to conduct any meaningful troubleshooting, provided technically inaccurate guidance (incorrect power-up order), and did not assess warranty status or escalate. Despite owning the call, the agent left the customer’s core issue unresolved with high effort and no empathy, resulting in a complete failure to resolve or advance the case.

V1 Case Analysis

Customer missing support email; internet down. Agent resent Wi-Fi Fix-It guide, provided ticket LTS 00132158. Advised incorrect power-cycle order (router before modem). No device details collected. Brand misnamed as 'Lync'.

Troubleshooting Steps
  • Verified and corrected email address spelling.
  • Resent Wi-Fi Fix-It series guide via email.
  • Provided ticket/reference number LTS 00132158.
  • Advised power-cycle sequence: router first, then modem (incorrect order).
Key Observations
  • Agent instructed incorrect power-cycle sequence: router before modem (transcript [12:00]), contradicting standard Linksys guidance (modem first).
  • Repeatedly misnamed 'Linksys' as 'Lync' ([11:00], [12:00]), indicating lack of brand familiarity or attention to detail.
  • No product model, serial number, or warranty status was collected despite discussing paid support eligibility.
  • Call ended without verifying whether internet connectivity was restored after the advised steps.
  • Customer expressed confusion over reference number and support path, which was not fully clarified.
Positive Highlights
  • Agent corrected customer's email address spelling and resent the requested guide promptly.
  • Provided the correct ticket number (LTS 00132158) clearly and repeated it for confirmation.
  • Attempted to send follow-up messages with support information upon customer request.
Agent Errors / Gaps
  • Provided wrong power-cycle sequence (router first, then modem) — contradicts KB and risks sync issues.
  • Misnamed the company as 'Lync' at least twice ([11:00], [12:00]), undermining professionalism and brand trust.
  • Failed to collect essential device details (model, serial, warranty) despite discussing paid support path.
  • Did not verify resolution or confirm customer understanding before ending the call.
  • Gave ambiguous and contradictory instructions on device power-up order, leading to customer confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly states 'the internet is working, but the link sys is not working' and no resolution is confirmed; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped all diagnostic steps (model, LED, ISP) and offered only a generic reboot without troubleshooting sequence.
R3 Not Met Correct resolution path conf 95%
No warranty status check, no assessment of product eligibility, and no consideration of escalation path despite ongoing issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No symptom identification or root cause analysis; agent did not ask about device model, LED status, or connection type.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools (e.g., speed test at modem, admin UI check, logs); relied solely on customer description without verification.
T3 Not Met No misinformation conf 97%
Agent instructed to power on router before modem, contradicting KB guidance which states modem should be fully booted first.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic call flow but failed to set expectations, frame the interaction, or manage transitions effectively.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms but repeated email spelling excessively without confirming understanding, causing customer frustration.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent remained on the call, sent required materials, provided ticket and phone number, and did not transfer or abandon the case.
O2 Partially Met Proactive follow-through conf 90%
Agent gave a next step (reboot sequence) but did not specify a timeline for follow-up or offer further support if it failed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or available; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was clearly warranted based on the limited interaction and lack of diagnostic depth.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent failed to acknowledge customer’s frustration about missing emails and ongoing internet issue; no empathetic statements offered.
X2 Not Met Tone & rapport conf 91%
Agent used a rigid, scripted tone and did not adapt to customer’s urgency or confusion during email and reboot instructions.
X3 Not Met Overall experience conf 94%
Customer had to repeat email multiple times; agent sent multiple messages instead of consolidating information, increasing effort.
Call Transcript22 turns · 25 lines
Speaker 1
think, we are [silence]. Yes. Hi, my name is Elliot Rubin.
00:00
Speaker 2
welcome to links 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 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please select from the following option. 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 Linksys. This is ReginaWhat I hope you're today. [silence]
00:00
Speaker 1
Yes, it is. That is correct. My name is Elliot. Yes. And that me somebody from your company was supposed to email me and I never received the email.
01:00
Speaker 2
And what is your concern regarding your LinkSys router? Okay, let me just confirm if I'm talking with Elliot Rubin. And your email address is erubin@theperus∼state.com. Okay, let me just check if you have an existing record to pull up or let me just check your existing record here in our system. Okay, let me just spell your email address using phonetics to make sure it's correct. So that's E for Edward, R for Rupert, U for umbrella, B for boy, I for India and
01:00
Speaker 1
What was the second letter you told me? That's correct. And the first letter of Palette was P like pole, right? Okay, so you have the correct email. For some reason, I didn't get it. well he, right? and also I was supposed to get a reference number in case I wanted to pay for support. sure, Eric, what's the code on this computer? 0826, no. no, I have to. it's okay, what's the code? I'm telling you, if you're gonna use, uh, stop it. LCDs do not get damaged by that. on this computer, no. uh, okay, I'm checking for the email, one moment please.
02:00
Speaker 2
Okay, let me just send the guide again. Hold on. Okay, so I just sent the Wi-Fi fix it series guide. Can you check your email?
03:00
Speaker 1
no, I know how to do that, sure. so far no. but I do have a. yes my email is E Rubin that's E R U B like boy, I and l like Nancy at the curious palette just the uh and then curious C U R I O U S p like Paul A L L A T E.com
04:00
Speaker 2
Yeah, sure. You can also check your spam or junk, sir. Err, but if you don't mind, can you spell it for my email? Okay. So there's a mistake on your email address. Sorry, curious. I spelt out that letter B. So let me just see if I can find your mail. Change the this one and update your email since it's let us see. We're curious. Yeah, I see. That's okay. [silence] Okay. so let me just process it again.
04:00
Speaker 1
Mary, 0 8 9, 9 doesn't work. 0 8 9, 9 doesn't work. He needs to come down. I'm in the middle of a troubleshooting session. Come here, please. Please. Yes, yes, Eric. I'm on the phone. No, no, just come here and type it in. What is it? Please, Eric. OK, it's muted. Okay, I'm waiting for the email to come through. It has not come in. Oh, here it is. It finally came. Hello? And now um they were also going to give me a reference number in case I wanted to pay for the support, the tech support. I have a reply. You mean the LT-S-00132158 is the uh reference number? The correct web like? Yeah, I see both. Okay, I have one message that
06:00
Speaker 2
Okay. Yeah, I send you the reference number, the reference. Okay, so I sent message twice. That is, that is your ticketing number. Okay, I sent a message indicates that their head Elliot Robin, so thank you for reaching our support. So what are the correct hotline number? I sent two message. I sent two message, right?
07:00
Speaker 1
It's a reply to a number ending in 2158 and it has download your free guide.
08:00
Speaker 2
Okay, download. And then the second one. Okay, let me just try to send that. Again. Yes, can we open that one? I send the message. Providing, provided the direct headline number for the Lenex Technical support.
08:00
Speaker 1
You're saying you sent a third one? Okay. I guess it hasn't arrived yet. Okay. Now I got a third one. Yes. It's still the same number. LTS 00132158. Is that the let me open it. It is open. I'm looking at it right now. There's no link. Mhm. It says, "New reply for LTS 00132140. Dear Elliot Ruban, thank you for reaching out. Here are the correct hotline and operating hours of Life Tech for technical support." So I'm not sure what you're saying. You're saying this is the reference number? Okay, that's what I Okay. That's what I Mhm. Mhm.
09:00
Speaker 2
Yes. Yes. Can you please open that message? Yeah, that's that. Yeah, your reference ticket number is LTS 00132158. That is your ticket number. [silence]
09:00
Speaker 1
Is that the number that. Mm-hmm. Go ahead. [silence] No, it's not. Is that the number I will do when I call back for the $15 tech support and one hour tech support, is that the number I provide? I understand that number. 7 1 1 4. I don't see that number 7 1 1 4. Where is that? I did okay, hold on one moment. 1 1 4. Where the hell is it? Now, I I don't have a number ending in 114. I'm sorry.
10:00
Speaker 2
But if you're going to, what do you mean same number that? Yes, so for the ticket number, so for the next technician to quickly access your information. So you need to provide the ticket number LTS 0132158. And then to call us back to proceed with the paid support is this 800-326-7114. Now just read it earlier.
10:00
Speaker 1
Yeah. Yeah. It has a phone number: 800-326-7114, correct? And I provide them the number ending in 2158, is that correct? I understand. Is that the Do I provide them the case number? I'll provide them the case number, right? Okay. Okay, thank you. Is there any chance that you can give me just a minute of support or no? I don't know why my The internet is working, but the link sys is not working. Is there something I should try real fast just to get it to work. [silence]
11:00
Speaker 2
No, Dear Elliot, thank you for reaching out to Lync support. Here are the correct hotline number and operating hours of Lync technical support. It is actually indicated on the third message that I sent. Yeah, that's it. The two, one, five, eight is your ticket number, your case, your record. Yeah. Yes. You can try to reboot your Lync devices and your modem. If you need our assistance, you can send us our message here. You are in welcome. Thank you, Elliot. Moreover,
11:00
Speaker 1
what do you? what do you plug back first? Okay router first. So once again, do I power up the link this mesh first or the spectrum device first? Oh, I've been doing it the other way. That's maybe why the problem is I've been powering up the modem first. Okay.
12:00
Speaker 2
So unplug the parent node and then the modem. Then you can wait 30 seconds to 1 minute to plug the power back. So you may proceed to plug the router, router, Linksys router. And then when the lights are to show up you proceed to plug the power back of the modem and then wait for both devices to fully boot up. You can wait 3 to 5 minutes. [silence] Okay, so to unplug the power adapter either of the routers but to power up back router first from Linksys and then your spectrum device your modem. You can try to do that. [silence] And then when you're going to connect a device or if [silence]
12:00
Speaker 1
Okay, thank you very much, have a good day. Thank you, goodbye. Sure, of course.
13:00
Speaker 2
Example phone, make sure also to forget the network, restart it on and off and Wi-Fi, and then reconnect to trigger your connection. And then I also sent you our Wi-Fi fix-it series guide. You can use that one also for further assistance. Okay, have a good day and take care. Bye. And you may now end this call for me, Ruben. Bye.
13:00