V2 Rubric Detail — 80d4bb88-6b76-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 00:33
Duration
7m 59s
Contact
Ron Williams
Issue Type
—
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134000
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_No internet wired and wireless after changing modem.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication3.75/5
Ownership1.00/5
EscalationN/A
Customer Exp2.50/5
Overall40.1% (+20.1)

V2 Grader Summary

The agent collected basic information and confirmed warranty status but failed to perform standard best-effort troubleshooting for an out-of-warranty device. Instead of guiding the customer through a reboot, modem test, or factory reset, the agent defaulted to paid support, abdicating ownership. While communication was clear and technically accurate, the lack of meaningful troubleshooting and increased customer effort resulted in an ownership gap.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The issue (router not starting, blinking red) was not resolved; agent only offered paid support without restoring functionality.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked about model, ISP, reset button, and light status, but did not guide customer through essential steps like power cycling or testing modem directly.
R3 Not Met Correct resolution path conf 95%
Agent immediately pivoted to paid support upon discovering device was out-of-warranty, without attempting standard best-effort troubleshooting (e.g., reboot, factory reset, modem test).
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified blinking red light and asked relevant questions, but did not follow a structured diagnostic path (e.g., verify WAN connection, check DHCP, test at modem).
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used (e.g., remote access, speed test, local UI check) despite their relevance; agent relied solely on verbal description.
T3 Met No misinformation conf 97%
All technical information provided (warranty status, paid support cost, blinking red as fault indicator) was factually accurate per Linksys policy.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent introduced herself and collected info, but lost control by shifting abruptly to paid support without framing it as a necessary next step.
C2 Met Confirmed understanding conf 92%
Agent used plain language, repeated back details for confirmation, and adapted to customer’s pace without technical jargon.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; instead deferred to technician and offered paid support as the only path forward.
O2 Partially Met Proactive follow-through conf 90%
Provided a ticket number for future use, but did not specify what would happen next or set a timeline for resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and the situation did not meet documented triggers (e.g., confirmed hardware fault, repeat unresolved case).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite but did not acknowledge customer’s frustration with the non-functional router or express empathy for the inconvenience.
X2 Met Tone & rapport conf 91%
Agent matched customer’s conversational pace, confirmed understanding by repeating details, and maintained engagement.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial and email information; agent also introduced an additional paid-support requirement, increasing effort.
Call Transcript16 turns · 16 lines
Speaker 1
Hi. I am having trouble with. [silence]
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 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 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 Linksys. My name is Raquel and how may I assist you today?
00:00
Speaker 1
my Linksys Velop system as a result of um changing modems um and the connection to the router was uh unplugged and on plugging it back in, it doesn't restart. Can you help me, please? [silence] Yes. Um, the serial number on the um Velop system is T200J is the serial number.
01:00
Speaker 2
Alright, Very that. Let me check it. Happened. This happened when you have changed your modem, right? Ok. Thank you. And for me to properly address you with that, may have the serial number of your linksys router found at the bottom. It's labeled as slash in.
01:00
Speaker 1
uh, L, as in Lily, 2, 0, M as in Mary, 3, 8, no, pardon me, 3, B, as in boy, A as in apple, 4, 4, 8, 4, 1. uh, Z, 2. Victor. 2. uh, uh, after that. Uh, V, 3. Uh, yes. Ron Williams.
02:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Thank you. And the model number is showing at the bottom is they W H W 0 three. Okay. All right. Thank you. And how many links is develop nodes do you have? Thank you. Got it. And this is your first time calling links. Let me create a record may have your first name and last name. All right. Ron sunset.
02:00
Speaker 1
yes my street address or my Post Office box? Oh, email address r o n b W M S @gmail.com No. Oh delete the D's and dog W M S Correct
03:00
Speaker 2
Yes, uh huh, it may have a O three email address, how about an active email address? Um, email, uh huh. All right, let me make sure I got it correct. it's It will be your first name Ron and then next letter's B for boy and then D for dog, W for whiskey, M, uh huh. Okay, and then, uh huh, okay, @gmail.com.
03:00
Speaker 1
It is red. It's blinking red. Did I try to... The serviceman who was here disconnected the parent unit and then reconnected it. And it's just not started back up properly. [silence]
04:00
Speaker 2
thank you so much. um while my systems checking the hardware with the Verizon sys nodes, going back to the mastery node, the parent node that is connected wide to your new modem, may I know what is the color light showing on the top? and you're blinking red I see. and you, did you tried to press the reset at the bottom of the main parent node
04:00
Speaker 1
Uh. Ozarks go. Oh, no, yeah. Yes.
05:00
Speaker 2
I see. And menu, who's your internet service provider?Google Fiber. All right. Thank you. 'cause what could be that it might be that your node needs to be properly reconfigure and reset. And also, it's internet's dependant from the modem. Have you tried or did the technician check first the modem if it can give internet, like connect computer directly to the modem? Did the technician as well do that, Okay, because here's the thing: we can assist you reset and reconfigure the Linksys router, but going back to the warranty of your Linksys nodes, Ron, upon double-checking it here, it actually ended last [silence]
05:00
Speaker 1
no, I think, I will call the technician that was out first and then I may have to do that.
06:00
Speaker 2
March of 2024. And for out of warranty devices, if you wish, if you'd like to help you with the troubleshooting here over the phone for resetting, reconfiguring your Lancess nodes, we do have this paid support. That will cost you $15. $0. 15. It's a non-refundable technical support lasting for one hour. If we determine your device defective and unable to resolve your issue, no replacement or refund will be given. Would you like to avail this paid support here over the phone? Understood. Okay, how about this? I'm going to provide you a ticket number so that once you contact us back and
06:00
Speaker 1
speaking monet speak okay gotta gotta gotta mo okay ticket number i'm ready okay no that'll that'll be all for now thank you for your help yeah how bye speak okay
07:00
Speaker 2
ready to reset reconfigure err notes and you want to out the page support, just provide this ticket number. all right, you have a pen and paper to take note of your ticket number? all right, just for a month. all right, your ticket number is 133 just err its, I'm sorry, 134 that's 134 and then 30 so 134-000. All right, just provide that ticket number if you're er wish to er assist you with paid support on troubleshooting your router. Anything else for your Linksys device? You're most welcome Ron and have a wonderful day. Thank you for calling Linksys.
07:00