V2 Rubric Detail — 7d7130e4-6b2f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 16:05
Duration
10m 48s
Contact
Aaron Mitzel
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by incorrectly citing out-of-warranty status and pushing paid support instead of delivering required best-effort troubleshooting for an out-of-warranty device.

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
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provided factually incorrect technical information, and evaded responsibility by falsely claiming the device was out of warranty and steering the customer toward paid support. No diagnostic steps were taken, and the interaction lacked empathy, clarity, and ownership, resulting in a complete failure to resolve or advance the case.

V1 Case Analysis

Customer reports MX2000 delivering only ~200 Mbps on a 1 Gbps plan. Agent incorrectly stated device is out of warranty, claimed up to 3 Gbps speeds (false), skipped all diagnostics, and offered paid support. No resolution or self-help provided. Call ended with customer stating 'I'll try to call back later'.

Troubleshooting Steps
  • Asked for model number (MX2000).
  • Incorrectly stated device is out of warranty.
  • Suggested running a channel finder / changing Wi-Fi channel without any prior diagnostics.
  • Offered paid-connect service for $15.
Key Observations
  • Agent incorrectly claimed MX2000 is out of warranty without verifying serial number or system data.
  • Materially false technical specification: claimed MX2000 supports up to 3 Gbps (KB confirms max 1.8 Gbps).
  • Skipped all required diagnostics (modem test, node placement, LED status, firmware) per KB troubleshooting flow.
  • Suggested 'channel finder' prematurely without ruling out ISP/modem/hardware limitations.
  • Failed to provide any self-help steps for out-of-warranty customer despite policy requirements.
  • Call ended with no operational closure — customer stated 'I'll try to call back later'.
Positive Highlights
  • Agent correctly identified the product model as MX2000.
Agent Errors / Gaps
  • Incorrectly stated MX2000 is out of warranty without serial number verification or system lookup.
  • Provided materially false technical information: claimed MX2000 supports up to 3 Gbps (contradicts KB and product specs).
  • Failed to perform any basic diagnostics (direct modem speed test, node LED check, placement advice, firmware verification).
  • Suggested changing Wi-Fi channel or running 'channel finder' without first ruling out ISP, modem, or hardware limitations.
  • Did not provide any actionable self-help steps for out-of-warranty customer, violating support policy.
  • Allowed call to end with no operational closure — customer indicated intention to call back later with no next steps confirmed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any meaningful outcome; closed with no troubleshooting performed and deferred to paid support or self-help.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were conducted (e.g., no modem speed test, no router dashboard check, no node placement review); jumped straight to vague suggestion of 'channel finder' without evidence.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly declared the device out of warranty and refused free troubleshooting, violating OOW best-effort standard by offering no actual support despite the customer’s clear technical issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent provided no logical diagnostic process; made unsupported guesses (‘refresh your network’) without identifying root cause or asking relevant questions.
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used or referenced — no speed test verification, no router interface check, no WAN port speed confirmation, no firmware check.
T3 Not Met No misinformation conf 97%
Agent made materially incorrect statements: claimed MX2000 has 'speeds up to three gigabit per second' (false — it supports up to ~867 Mbps on 5 GHz band) and incorrectly stated it was out of warranty when customer contradicted that.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure, clear framing, or transitions; agent used excessive filler ('um', 'uh'), repeated phrases, and failed to maintain control or direction.
C2 Not Met Confirmed understanding conf 93%
Agent used vague, technically inaccurate language without adapting to customer level; no comprehension checks or simplification attempts.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by immediately deflecting to paid support and did not attempt any troubleshooting despite the issue being within L1 scope.
O2 Not Met Proactive follow-through conf 95%
Next step was vague: 'call us back if channel finder doesn’t work' — no specific action plan, timeline, or responsibility assigned.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was made, and none was warranted because the issue was within L1 scope and could have been resolved with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy for customer frustration over paying for 1 Gbps but receiving only 200 Mbps; no acknowledgment of inconvenience or repeated effort.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt tone or pace; continued with rambling, unfocused responses despite customer confusion and attempts to redirect.
X3 Not Met Overall experience conf 95%
Customer had to provide serial number only for agent to dismiss the case; told to call back later, creating unnecessary repeat effort.
Call Transcript18 turns · 19 lines
Speaker 1
Hey, Dylan, I got a quick question for you. I have a Wi-Fi mesh system and all and I have a [silence]
00:00
Speaker 2
Welcome to [silence] welcome to link sys 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.link sys.com. 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. Hi, thank you for calling links is technical support. My name is Dylan. How can I help you today?
00:00
Speaker 1
Aries 1 gigabyte modem, and the highest, I'm paying for 1 gigabyte internet service, but the highest I'm getting out of my router is like 200 megabytes per second. Is that, do I need to upgrade my system, or is that something going on with here, and that's why it's No, I'm not even getting 1 gigabyte. I'm getting 200 megabytes per second through my mesh, but I'm paying for 1 gigabyte, but it's only pushing out 200.
01:00
Speaker 2
Um Just to make sure I got it right sir. you wanted to know if you have to upgrade your system considering that you're you're only getting 1 gigabit per second.
01:00
Speaker 1
so I've just recently done all that so the the speed test I show is like to 180 to 200 and that's just an max that I get people talking So we're doing the draft we got to change the or didn't do anything by the way. I don't know So you guys yeah we're driving.
02:00
Speaker 2
Okay as for this one sir you probably need to refresh your network to instead of mmhm let me see but previously when the first time you like set it up and um like show up what was the like the number
02:00
Speaker 1
so yeah, that's the highest I can get Kevin so we take a mine or hers? sorry, sir, so how can I, I guess, fix that? I mean, cause I've got a obviously, it's hardwired into the system. to the mother node, and then obviously the child nodes push out whatever. But from the mother node, it's, I had the technician actually plug in, and the highest it's from the mother node pushing out is about 200. Okay.
03:00
Speaker 2
ok so it's actually a very very poor uh signal Sir um as for this one then let me just run some verification with you in order for me to really deep dive and check further at the back of your brain uh what are you doing what are you deploying at this point?
03:00
Speaker 1
And I can give you the serial number, the model number of the unit. It's a MX2000. [silence]
04:00
Speaker 2
Okay. So, uh, let me again, uh, as what I've mentioned, let me just run some verification with you in order for me to know the exact model of your router. Okay, so. All right, so you've got the SMX-2000. and how about the serial number of your router sir okay I remember let me just check this one here sir just a moment
04:00
Speaker 1
I think I'll do all that. How many hits missed? My pass is like 2.30, 2.40. I think it'd be better.
06:00
Speaker 2
All right, sir. I checked here the device that you have and just to set your expectation this linksys router is already out of I mean it's already part of our like end of the port I am sorry. end. of.life devices which means we no longer manufacture this one and looking at the information here. the.device is already out of warranty. Unfortunately sir for out of warranty devices, we no longer provide a free troubleshooting assistance over the phone, however, we do have an ongoing support toward paid connect services for one time fee of $15. but uh I don't think you really need to opt in with the paid connect service because you can actually do it, I mean do the troubleshooting on your end.
07:00
Speaker 1
Okay. When did. When did this go out of warranty? I just called like a week ago and they it wasn't out of warranty yet.
08:00
Speaker 2
Well technically um uh you can try to like uh do a channel finder on your network like or change the the channel to refresh the frequency band on your network, because there might be just you know, congestions. okay so uh based here on our systems are um it was other warranty would you mind if if oh okay. yeah I'm sorry sir.
08:00
Speaker 1
OK. I ultimately mean, do I need to call back? I'm not with the system. I just didn't know what this what is the maximum speed that those handle? Like as far as pushing out Wi-Fi? I mean, yes.
09:00
Speaker 2
I think I missed, I missed the the that information yeah it's still it's still in warranty MX [REDACTED_PAYMENT_DIGITS] uh for the MX [REDACTED_PAYMENT_DIGITS] uh it has like uh uh a port. uh like uh [REDACTED_PAYMENT_DIGITS] or yeah the MX [REDACTED_PAYMENT_DIGITS] it doesn't have uh the most current processor. it doesn't have uh the most current graphics card [silence]
09:00
Speaker 1
Okay. Okay. then I'll, I'll try to call back later and trabajo shoot it. Okay. Uh, we'll do that. Thanks. I don't know how I don't know how you got that.
10:00
Speaker 2
gigabit port and then to to ethernet cables. I mean to ethernet ports. so it has a speeds up to three gigabit per second, actually. but, mm-hmm. Okay, sir. Just just uh give us a call back in case uh the the channel finder didn't work out. All right, sir.
10:00