V2 Rubric Detail — 829e86a0-5f6a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 16:37
Duration
6m 3s
Contact
Matthew Ripperger
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132049
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication5.00/5
Ownership2.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall43.5% (-12.5)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and communicated the paid support option accurately, but failed to perform any troubleshooting or best-effort assistance despite clear OOW expectations. No diagnostic steps, tool use, or ownership were demonstrated, resulting in an unresolved case with avoidable customer effort.

V1 Case Analysis

MR8300 showing solid red LED, no internet despite Wi-Fi signal. Out-of-warranty. Agent offered paid support and emailed self-help guide; no troubleshooting performed. Customer declined and will try on own.

Troubleshooting Steps
  • Confirmed model MR8300
  • Noted solid red LED status
  • Verified customer's ISP modem is working (per customer report)
  • Identified device as out of warranty
  • Offered paid support and self-help email
Key Observations
  • Agent skipped all basic diagnostics before offering paid support.
  • Serial number not collected despite being required for warranty and device-specific support.
  • Product misnamed as 'Lynx' [03:00], indicating possible lack of familiarity.
  • Customer ended call abruptly after declining paid support, suggesting dissatisfaction.
Positive Highlights
  • Correctly identified MR8300 model from customer description.
  • Accurately communicated out-of-warranty status and set expectations about paid support availability.
Agent Errors / Gaps
  • Did not collect serial number [03:00], a required field for warranty and device-specific support.
  • Moved directly to paid support without performing or suggesting basic troubleshooting (power-cycle, cable check, app access verification).
  • Misnamed the product as 'Lynx' instead of 'Linksys' [03:00], a clear brand error.
  • Failed to confirm whether customer could access router via app or web UI before closing the call.
  • Did not summarize next steps or confirm customer understanding before call ended.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue or attempt any troubleshooting; only offered paid support and an email guide.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps were taken — agent did not verify WAN connection, check cables, access router settings, or perform a modem test.
R3 Not Met Correct resolution path conf 97%
Despite OOW status, agent failed to provide best-effort troubleshooting (e.g., factory reset, LED check, firmware update) before defaulting to paid support.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask relevant diagnostic questions (e.g., about WAN LED, admin login, or ISP configuration) or follow a logical sequence.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not attempt remote access, check admin UI, run a speed test, or reference LED behavior despite clear need.
T3 Met No misinformation conf 94%
Agent correctly stated the warranty status, cost of paid support, and promised email guide — no factual inaccuracies.
Communication
C1 Met Clear & professional language conf 92%
Agent set expectations about paid support, explained process clearly, and maintained control of the call flow.
C2 Met Confirmed understanding conf 90%
Agent used clear, non-technical language and avoided jargon; communicated in a way appropriate for customer level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent declined to troubleshoot and transferred responsibility to paid support without attempting resolution.
O2 Met Proactive follow-through conf 93%
Agent committed to sending a Wi-Fi fix guide via email within 3–5 minutes — specific next step with timeline.
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 91%
Agent made a valid decision not to escalate — issue was within L1 scope even if OOW, and escalation wasn't necessary.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; customer declined further support.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent apologized for lack of free support but did not acknowledge customer frustration with device failure or repeated efforts.
X2 Met Tone & rapport conf 89%
Agent maintained a polite, professional tone and adapted pace to customer’s speech patterns.
X3 Not Met Overall experience conf 96%
Customer was forced to either pay or self-resolve; no actions taken to reduce effort or resolve issue during call.
Call Transcript10 turns · 10 lines
Speaker 1
Are you still here? [silence] Uh, this is uh Matthew Riberger I'm calling because my uh uh Linksys uh Sorry, let me grab the uh uh AC2200 tri-band router isn't isn't working properly. Uh, it shows up on my computer as if it has full strength, but I can't connect to the internet. So I've tried resetting it It hasn't helped. Uh, I've replaced the cables, but they haven't helped either. I've even tried moving it closer to where the computer is, but it doesn't seem to have any impact. Uh, like I said earlier, it does show up with full strength on my computer. Uh, it even has Switch stuff on there, a bunch of stuff, but I can't connect to the internet from it. So I'm not sure what's going on with it, but um, yeah, I called to ask if there's any way you can help me with that.
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 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. Hi, thank you for calling linksys. This is Regina, what I hope for you today? [silence]
00:00
Speaker 1
Um, giving off the Wi-Fi signal or at least a Wi-Fi connection. I've already confirmed to my internet company that the modem is working and they're detecting the problem being the router. Yes. And I wasn't able to connect to it either to through my app because it's saying no Wi-Fi. Um, the Linksys app. Um, I believe so. Yes. I am. Yes. It's Ripper. R I P P E R G E R.
01:00
Speaker 2
You don't have any internet connection coming from your Lynx router. [silence] No. And is this your first time calling us for support sir? And are you calling from United States? I guess [silence] let me just confirm your name here. It's Matthew. So it's M-A-T-T-H-E-W. Your last name?
01:00
Speaker 1
yes, ma'am. just just one. yes, it is 2-9 v. as in Victor, 1-0 C. as in Charlie, 6-3-9-0 1-9 3-7. uh, spectrum. Okay. uh, is solid red. [silence] 1-8 0-0
03:00
Speaker 2
And how many links is router do you have? One. Can you please provide the serial number? And who is your internet service provider. Okay, so the model number of your Links is device is an MR8300. and what is the current light indicator of the routerOkay, so it indicates that it doesn't have any internet connection. Okay, now, before we proceed.
03:00
Speaker 1
Mm-hm. Okay. Okay, and if we aren't able to resolve after the 60 minutes, is, hm
04:00
Speaker 2
I would like also to set an expectation regarding the warranty status of your Linksys router. Uh actually, sir, it indicates in our system that this device is no longer under warranty, and I really apologize that live support is no longer available. However, we have paid support. Uh so I can still assist you in setting up your router if necessary. to figure out what's really going on, but you need to pay $15, and it's good for 60 minutes of troubleshooting. Okay, so just in case. Okay, so I would like to set an expectation that you need also to agree that it's one-time, it's a non-refundable technical support session, lasting up to 60 minutes just in case so we're not able to resolve your issues here for 60 minutes, so we have the option to escalate the case to our
04:00
Speaker 1
[silence] Okay. Okay. um I'll I'll give you guys a call back. I'll see what I can do on my end to try to troubleshoot this thing and uh if I Okay. Okay. Okay. Yep, thank you. Bye.
05:00
Speaker 2
Level two technician. If we determine that your device is defective, no refund or replacement will be issued. This paid service is for troubleshooting only and does not include any follow-up sessions. Yeah. Sure. Don't worry, sir. So if you don't want to proceed with the paid support, I will send you also our Wi-Fi fixed service guide via email that has a quick and easy solutions for common out of warranty services. And you can feel free to call us back if you're planning also to proceed with the paid support. So wait three up to five minutes for the email instructions, okay? So. Thank you so much, Matthew. And have a great day. Bye. You're welcome. [silence]
05:00