V2 Rubric Detail — 81dda1de-6e82-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 21:37
Duration
10m 14s
Contact
Madina Mohamed
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134355
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR20MS No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall58.5% (+12.5)

V2 Grader Summary

The agent correctly handled the out-of-warranty status by offering email support and requesting proof of purchase, but performed no actual troubleshooting to resolve the router’s internet connectivity issue, leaving the core problem unresolved. While ownership and communication were partially maintained, the lack of diagnostic effort resulted in no technical progress.

V1 Case Analysis

Customer reports Linksys router showing solid red LED and no internet. Agent stated device is out of warranty, did not perform troubleshooting, and will email guide only after proof of purchase is provided.

Troubleshooting Steps
  • Collected serial number
  • Declared device out of warranty
  • Asked for ISP (but did not use the information)
  • Offered to email troubleshooting guide pending proof of purchase
Key Observations
  • Agent failed to perform any technical troubleshooting despite a clear, resolvable symptom (solid red LED).
  • Warranty status was declared without evidence of a proper lookup; KB requires verification before stating eligibility.
  • No attempt to diagnose the actual issue — power cycle, cable check, or LED interpretation per KB — even though these are safe, basic triage steps.
  • Agent did not collect model number, which is required for accurate support and warranty lookup.
  • Customer indicated device was less than one year old, contradicting the agent’s claim, yet no effort was made to reconcile this.
Positive Highlights
  • Agent collected the serial number and customer email, which are necessary for follow-up [03:00, 09:00].
  • Confirmed customer name and email address accurately [04:00, 09:00].
  • Offered to send troubleshooting steps via email, which provides a self-help path if follow-through occurs [08:00].
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Did not collect the product model number, which is a required step for accurate support and warranty verification [02:00].
  • Declared the device out of warranty without confirming warranty status via lookup or providing evidence of eligibility check [06:00].
  • Failed to perform any technical troubleshooting for a solid red LED, which is a well-documented issue in the KB (e.g., check WAN cable, power cycle modem, verify back panel LED) [01:00, 05:00]. KB reference: `ax_maxstream_wifi_connectivity.md` (Red solid LED — No Internet).
  • Did not verify or act on the ISP information when asked — missed opportunity to confirm upstream status [05:00].
  • Did not reference or apply KB guidance for 'Red solid LED — No Internet', which includes clear, safe steps that should be provided even for out-of-warranty devices. KB reference: `ax_maxstream_wifi_connectivity.md`.
  • Left the resolution path entirely dependent on proof of purchase, creating a blocker for self-help despite the issue likely being hardware or configuration-related.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the internet connectivity issue; only promised to email troubleshooting steps after the call.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked only basic questions (LED color, reset duration) and did not guide customer through any actual troubleshooting steps like checking WAN connection, power cycling modem, or verifying cables.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty and followed proper OOW protocol: offered email support, requested proof of purchase to potentially reinstate warranty, and did not dismiss the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (red LED) and asked about reset attempt, but did not pursue logical diagnostics like WAN port status, modem health, or ISP issues.
T2 Met Appropriate tools / resources used conf 90%
Agent used internal system to verify warranty status and committed to sending email with troubleshooting — appropriate tool use for OOW case.
T3 Met No misinformation conf 95%
All information provided (warranty status, need for proof of purchase, follow-up email) was factually and policy-accurate.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but repeatedly misnamed customer (Lavina vs. Medina) and failed to confirm understanding or set clear expectations early.
C2 Partially Met Confirmed understanding conf 80%
Language was simple but agent did not adapt to customer’s distress or confusion, and no comprehension checks were performed.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created a case record, stayed on the line, and committed to sending help via email instead of transferring or disconnecting.
O2 Met Proactive follow-through conf 95%
Agent clearly stated next steps: email with troubleshooting will be sent within 1–2 minutes after call, and customer can reply with proof of purchase.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — agent followed correct OOW support path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized for name confusion but did not acknowledge customer’s frustration about warranty expiration despite owning device less than a year.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a polite tone but did not adjust pace or approach in response to customer’s repeated apologies and apparent distress.
X3 Met Overall experience conf 85%
Agent captured email once, avoided redundant questions, and streamlined next steps by committing to email-based follow-up.
Call Transcript16 turns · 18 lines
Speaker 1
Okay. Oh. Okay. Are you the hospital contemplating a minuscule loop great? Yeah, hi. I mean, my name is Medina. And I am having problems with my router. It's not connecting to the internet. I don't know the Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]. adapter type, nor do I know what
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. Dot 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 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]
00:00
Speaker 1
ho, I'm underneath. Yeah, I was working this morning was working just recently. I don't know why. I I tried to reset it. I take out the colors. power off, power on. Nothing's working. Uh there. like five seconds.
01:00
Speaker 2
okay, just to make sure if I got your concern correctly, Lana. So the router is not working and it shows red LED light. So this router, was it like working before? Oh! Okay. And what have you done so far on the router Lavina after you notice the LED light is showing red? Okay. Okay, when you performed the reset, Lavina, how many seconds did you press and hold the button?
01:00
Speaker 1
I think so. Maybe I have it before, long time ago Yes, but I don't know. No you hold on. I see your number, model model model, your number, serious number. Yeah there's literally. Yeah, just serious number. I think your number. Okay what is this time here? Okay 500 U1 U2 2000 and M1414 number. Okay is it U1 U1 number and number.
02:00
Speaker 2
Um, okay. so maybe the router was not successfully reset, Lavina. So, uh, by the way Lavina, is this uh your first time calling Linksys? Mmm, okay. Oh, okay. Uh see? So, uh Lavina can you give me the model number and the serial number of your Linksys router, please? Okay. Mhm.
02:00
Speaker 1
D D-092-923. Okay. Mohammed. I'm sorry. Just one Medina. MAD Men. Yes.
03:00
Speaker 2
okay, just one. Thank you so much. let me confirm, your name is Lavina or Medina? okay, I'm so sorry. okay, just give me one second. And the spelling of your Muhammad is M O H A M E D. Okay, thank you so much. Let me just create a record, Medina, for this conversation so that whenever you need to call us back, the record will be already on file. [silence]
04:00
Speaker 1
Okay. Okay, and I am sorry, okay. And I am sorry. Okay. And I am sorry. Okay. And I am sorry. a problem with the router.[silence]
05:00
Speaker 2
Just give me one moment. Okay, Medina, who is your Internet service provider? Okay. Medina, I did actually check the router that you actually have right now. So as per checking here, the router is already out of support, since the router is already out of warranty. So for this device, this Medina, the free technical support over the phone will no longer be available. However, there are options that you can choose from. So the first option here is you can visit the website of Linksys.
05:00
Speaker 1
Well, the email will be fine, but I still like, we have this for less than one years, not even one year. So how come like the warranty is already expired? We had it for less than one year. I can try. I can see like I purchased either from Walmart or Amazon. Yeah, can you send me the troubleshoot through the, through the email and then maybe I can reply back if I find the then see it on online I can send you to but see the proof of.
08:00
Speaker 2
You might really need to reconfigure this one. So how would you like us to proceed, Medina? Oh, okay. Oh, you have it for less than a one, well, for less than a year. Yes, that's actually what we have on the record, but if you can provide the proof of purchase of this router, Medina, then we can absolutely help you. Uh, like, you know, or I can stay on the line to help you with this one. Can uh, will we be able to send proof of purchase via email? Hm, yeah.
08:00
Speaker 1
Yes. Okay, please send me the troubleshooting so I can see maybe if I can ... Okay. So, is there anything? So, to reply back, just in case you find the proof of purchase, so I can send it to the same email?
09:00
Speaker 2
Oh, yeah, sure. Of course, so that when you have already the proof of purchase and of course, we can also update the warranty status of this router as well, okay? I'll make the email and then give me at least a minute or two after the call and let me confirm it first. Your email address is Medina23muhammad@gmail.com. Okay. So give me a minute or two after the call, Medina, so that I can make that email and send it to you, okay? Yes, that includes that the troubleshooting. Okay. Thank you so much, Medina. I'll be right back.
09:00
Speaker 1
_okay good one. You too, bye._
10:00
Speaker 2
Yes. You can just easily reply to the email. Okay. Thank you so much. Have a good one. Bye for now.
10:00