V2 Rubric Detail — 7fb62e6c-6e87-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 22:12
Duration
6m 4s
Contact
Dawn G
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134360
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_Single device can't connect : TV
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided addressing the technical issue by shifting focus to collecting personal information without initiating any troubleshooting or resolution path.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to address the customer's core issues—app not detecting the MR7350 router and TV Wi-Fi failure—by avoiding technical troubleshooting and instead focusing on collecting personal data. No resolution path, tools, or empathy were demonstrated, resulting in a complete lack of progress. This constitutes avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer unable to add MR7350 router to Linksys app; TV Wi-Fi connection fails. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not address the core problem (app cannot locate router).
  • Call focused on collecting personal information without establishing a troubleshooting plan.
  • No clear next steps, escalation, or callback was offered before the call ended.
Positive Highlights
  • Correctly captured the router model (MR7350) and serial number (33C-1M2AD03565).
  • Confirmed customer's name (Gwen) after phonetic spelling, ensuring accurate record-keeping.
Agent Errors / Gaps
  • Failed to provide any troubleshooting for the reported app detection issue.
  • Did not verify internet connectivity or TV Wi-Fi settings.
  • Did not offer self-help resources, KB articles, or an escalation path.
  • Lacked empathy and did not acknowledge the customer's frustration.
  • Collected customer name and phone number (04:00) while customer was expressing distress and questioning whether help was even possible (05:00), indicating poor call control and prioritization of administrative tasks over technical support.
  • Did not confirm whether other devices were online, which is a basic step to isolate internet vs. local network issues (04:00).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue of the app not detecting the router or the TV's Wi-Fi failure; no solution or path forward was provided.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were taken (e.g., power cycle, firmware check, app reinstallation); agent focused on data collection instead.
R3 Not Met Correct resolution path conf 96%
No resolution path was selected—agent did not assess warranty status, attempt a fix, or offer best-effort support despite the MR7350 being in-warranty.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify root causes (e.g., app compatibility, router offline, firmware); asked irrelevant questions about TV age and personal details.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., admin UI at http://myrouter.local, firmware check, remote diagnostics) were used despite the issue requiring technical verification.
T3 Not Met No misinformation conf 96%
No technical guidance was given (e.g., how to access router locally, update firmware, or reset the app), so no accurate information was conveyed.
Communication
C1 Not Met Clear & professional language conf 96%
Agent lost control of the call by prioritizing scripted data entry over problem-solving; customer expressed frustration at lack of progress.
C2 Not Met Confirmed understanding conf 95%
Agent used rigid, non-adaptive language; did not simplify terms or confirm understanding, leading to customer confusion and irritation.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent showed no ownership—collected personal data but did not commit to resolving the technical issue or initiating any action.
O2 Not Met Proactive follow-through conf 98%
No next steps, timelines, or follow-up commitments were established; customer was left without direction.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was clearly required—the issue could have been resolved at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy; ignored customer’s urgency and frustration, continuing with irrelevant data requests.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt to the customer’s escalating frustration or adjust pace; communication remained one-size-fits-all.
X3 Not Met Overall experience conf 97%
Customer repeated serial number and personal details while receiving no actionable help, increasing effort unnecessarily.
Call Transcript8 turns · 10 lines
Speaker 1
welcome to Lisa my shore quality um monitor [silence] hi um I was trying to use the app
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, depending on your issue. To hear more about your service options, press two. 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 products, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Skrilla. How may help you?
00:00
Speaker 1
and look at my, uh, Wi-Fi, but for some reason, it acknowledges that I already have this, uh, router, but then it doesn't it's not able to identify it. So, I got a message to call you. Correct. Okay, so I go to Linksys, Add Existing Router or Mesh. It just doesn't find my router, but when I try and add the router, it's already there. When I try and Add the Existing Router, then it it can't find it. Yes. Let's see here. Uh, the model is, huh. Well, I have the serial number here, because it's right on the back, but for some reason the model number does not, oh, it ends in 350. That's, I can't see it in the picture. this, can I give you the serial number? Okay. 33C-1M is a Mary, 2A, D is in dog, 03565. And then, Okay.
01:00
Speaker 2
You can check the model number underneath the router itself and the serial number. Well, I'd like to express the silence. Silence. Okay. Okay, let me just check if I got it correctly. That's 33, C for charlie, 10, M for mary, 2 and then A for apple, D for david, 03565. Oh, Ethan.
02:00
Speaker 1
Yes. And the model number is MR7350. Uh, it's exemplo. Well, the other thing is that when I try and connect my, my Wi-Fi television. It says my internet is not there. It's not. It fails. So I was hoping that by accessing my router with the app I'd be able to look at it and as well as see the, that the internet is connected or see if there's any way to then somehow get my Wi-Fi television to connect.
03:00
Speaker 2
Okay. And... k go ahead, ma'am. All right. And who's your internet service provider? Okay, um, what's the reason you wanted to use the app ma'am? Do you want to change settings on the router? M-hm. Is your TV is it already connected to the Wi-Fi or not yet connected? Is it connected? Okay, so I'm gonna have also your phone number, mam, to create a record. And how about your first name and last name? I'm sorry? So sorry, mam, but can you spell your first name slowly, please? G E W N or G W E N. Okay, what's your last name? Okay, and how old is your TV?
03:00
Speaker 1
[KEEP_UNCERTAIN] Just use the middle D as in dog and for my last name use uh the middle G as in Greer or God No I can't I mean I mean not right now I'm just can you help me or oh my do you even know if you can help me yet or not I mean besides me helping you with all my PPR pay I uh uh yeah
05:00
Speaker 2
Could you refer to create a record in our system am so you can email address? Okay, that's okay if you don't want to provide your email address. Aside from this TV, ma'am, do you have other device that's currently connected to your network, like phones or computers. So you only have TV?
05:00