V2 Rubric Detail — 82ac29b4-7026-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-24 23:43
Duration
11m 39s
Contact
Dave Grace
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134689
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5500_Having Wi-fi signal problem.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall32.5% (-23.5)

V2 Grader Summary

The agent failed to conduct meaningful troubleshooting or resolve the Wi-Fi coverage issue, defaulting to paid support without first attempting best-effort diagnostics. While some technical information was accurate and a follow-up timeline was provided, the interaction lacked empathy, proper call control, and customer effort reduction, resulting in an unresolved outcome due to inadequate support delivery.

V1 Case Analysis

Customer reports intermittent Wi-Fi coverage on MX5500 mesh system. Agent initially misidentified product, offered $15 paid support without performing diagnostics, and promised to email KB articles. No troubleshooting steps completed.

Troubleshooting Steps
  • Asked how many devices were affected
  • Asked whether the customer was near a parent or child node
  • Suggested checking router settings and changing 2.4 GHz/5 GHz channels
  • Offered to send a KB article with steps
Key Observations
  • Agent initially misidentified the MX5500 mesh system as a USB Wi-Fi adapter at [01:00], but later correctly referenced 'nodes' and 'parent/child nodes'.
  • No actual troubleshooting steps (reboot, reset, firmware check) were performed despite customer describing a common mesh coverage issue.
  • Paid support was offered at [07:00] before any diagnostic steps, violating protocol for out-of-warranty calls.
  • Warranty status was not verified; agent assumed 'out of warranty' due to lack of receipt, but did not confirm purchase date or registration.
  • Call ended with only a promise to email articles, offering minimal self-help path after customer declined paid support.
Positive Highlights
  • Correctly identified the issue as involving mesh nodes and parent/child topology from [03:00] onward.
  • Collected customer name, phone number, and email for case creation.
  • Acknowledged customer frustration and offered an alternative path (emailing KB articles) after paid support was declined.
  • Mentioned relevant troubleshooting concepts: 2.4 GHz/5 GHz channel optimization, which aligns with KB guidance for coverage issues.
Agent Errors / Gaps
  • Initial misidentification of MX5500 as a USB adapter at [01:00], indicating lack of product knowledge.
  • Failure to collect serial number or perform warranty lookup despite having customer contact details.
  • Premature offer of paid support at [07:00] without attempting any basic troubleshooting.
  • Did not follow standard mesh Wi-Fi troubleshooting: no reboot, no 5-press method, no firmware check, no placement verification.
  • Provided no immediate actionable steps beyond vague suggestion to 'check router settings'.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or achieve any meaningful outcome; only offered paid support and promised to send articles.
R2 Not Met Diagnostic thoroughness conf 90%
No actual troubleshooting steps (e.g., reboot, LED check, firmware, speed test) were performed or guided.
R3 Not Met Correct resolution path conf 90%
Agent defaulted to paid support without attempting best-effort troubleshooting required for OOW devices, violating protocol.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked about affected devices and node location but skipped key diagnostics like LED status, reboots, or firmware.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (admin UI, speed test, remote session) were used despite being necessary for diagnosing Wi-Fi coverage issues.
T3 Met No misinformation conf 95%
Information on warranty period, $15 fee, and channel optimization was factually correct and KB-aligned.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced themselves and set expectations but lost control by repeatedly asking for contact info and being vague.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language but failed to adapt to customer’s frustration or simplify technical concepts.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent created a case and promised follow-up email but abdicated ownership by refusing to troubleshoot without payment.
O2 Met Proactive follow-through conf 95%
Agent provided a clear next step (email with articles) and realistic timeline (5–15 minutes).
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s frustration, repeated effort, or expressed empathy despite clear emotional distress.
X2 Not Met Tone & rapport conf 90%
Agent maintained a rigid, transactional tone and did not adjust to customer’s angry, urgent state.
X3 Not Met Overall experience conf 90%
Customer repeated contact details, received no immediate help, and was told to wait for an email, increasing effort.
Call Transcript21 turns · 22 lines
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.Links.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 options. For in warranty products, our support team is available to help with performance and hardware issues. 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. To hear these options again, [silence].
00:00
Speaker 1
Hi Raquel, do you have any US based support? [steady laptop key beetle noises] No, it's for the LynxSys model MX5500. [steady laptop key beetle noises] No, I'm asking do you have support located in the United States? [steady laptop key beetle noises] Let's see. [steady laptop key beetle noises]
01:00
Speaker 2
press 8. Please have your device's serial number and contact information ready. 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. My name is Raquel and how may I assist you today? Is that the Wi-fi adapter USB? USB? Okay, so you're asking if this model supports USB, right? Is that correct? Uh-huh. Hmm. I'm sorry, our support is located overseas? Ms., but I can assist you from here with your [silence]
01:00
Speaker 1
[silence] I haven't changed anything else. I used to get excellent coverage, now I'm getting very scattered coverage as far as getting on the Wi-Fi. Uh, yes. Yeah, it's very random. Sometimes I can get on with my laptop, sometimes I can't. Sometimes I can get on with my phone. If I move from one room to another, I'm getting um, loss of coverage, but I haven't moved the nodes anywhere. [silence] [sniff] [silence] No Wi-Fi. [silence] Yeah. Correct. [sound of tapping] Well, I assume that's what it is, but but now currently now, I am [sound of tapping] [sound of fingers typing].
03:00
Speaker 2
How many devices affected with the coverage? Like, is it all your Wi-Fi devices? Okay. Okay. When you mention a lost coverage, you mean you're having, like, low Wi-Fi signal bar or are you not able to connect to the Wi-Fi? Like, the Wi-Fi will not broadcast. Is that correct? Okay. Okay. And MmHMM.
03:00
Speaker 1
One of the child notes, uh, I'm not sure. It's not my first time, but I haven't called in quite some time. 949-360-9955. Hmm. I don't know. It's probably Oscar999@cox.net.
04:00
Speaker 2
Are you near to the main parent node right now or one of the child nodes? Okay, one of the child nodes on that case, then we might need to check on the settings on the router and then optimize it. And for me to properly address you with that, may I have your phone number registered here? Or is this your first time calling Linksys? Okay, and may I have the phone number registered here? Mhm. All right, thank you. And how about an email address?
04:00
Speaker 1
correct. [silence] Dave grace. G- R- A- C- E. Um, I don't know.
05:00
Speaker 2
so three nine right? all right thank you let me check using the phone number and your email just for a moment welcome all right. so it doesn't show any records here for email and phone number, but no worries, I'll create one. it might be that your other details saved on our older tools. may have your first name and last name to address you properly all right, thank you. and how long you've been using your linksys nodes? I'm sorry, is it two years or three years? three. all right, thank you. all right so for troubleshooting with your linksys node Dave, I would like to set the expectation for
05:00
Speaker 1
Yeah, I don't know where that would be. Um, but you should be, I mean, you have my serial number, so I registered that, you should know. Um, Cox is my internet service provider.
06:00
Speaker 2
And this node has three years hardware warranty and three years pre-technical support. You still have the receipt where did you got this node because I'm going to validate the warranty. And double checking with the serial number it doesn't show here. And by the way, who's your internet service provider? All right, thank you. And for just to set your expectation, Dave with our new process here. And since we don't have the receipt of your Linksys node to validate the warranty, we may consider it as out of warranty and for our out of warranty devices, you wish us to assist you further troubleshoot your
06:00
Speaker 1
Yeah. Yeah. No refund will be given. If you if you can't fix my issue, you're not going to refund my $15. Why would I do that? [silence]
07:00
Speaker 2
nodes over the phone. We do have this paid support. I would just like giving Ready. The plan is, we're going to optimize your router settings. Double check some settings. That would be the plan for troubleshooting, but If you wish us to walk you through with that process, um, since we consider your nodes as out of warranty, we do have this paid support service for out of warranty devices. It will cost you $15. That's one five. It's a non-refundable technical support for one hour. If we're unable to fix your issue or determine your device defective, no replacement or refund will be given. I understand. How about this? Uh-huh. Yes. That's our policy with out of warranty.
07:00
Speaker 1
okay. Can I ask you a question, ma'am? I gave you my serial number, did you write it down anywhere? Okay, shouldn't you know whether my product is in warranty or not? Uh, how am I going to give you my receipt? and then what are you going to do?
08:00
Speaker 2
And the paid support that we have, but we will do our best to exhaust possible troubleshooting that could fix the issue.
08:00
Speaker 1
So, you're saying I spent 600 on this system, and in three years, I'm going to have to throw it away. It's junk now? Why would I ever buy a link-syss again? I wouldn't, would I? [silence] Yes, ma'am, but didn't I told you if you were listening, the environment hasn't changed. I don't have a new router. I have the same number of computers, so why is it all of a sudden? Is there a way to reset these nodes? Should I just go online since you're not able to help me or unwilling to help me?
09:00
Speaker 2
[KEEP_UNCERTAIN] It if it's within three years. It's not that you, you're going to throw it away. [silence] Sometimes there is there's probably the network [silence] or the environment. [silence] So, by troubleshooting it, we'll isolate it, with diagnostic and possible fix the issue by doing the troubleshooting. [silence] The option yes for troubleshooting. If we're unable to fix it by setting is yes.
09:00
Speaker 1
Well, shouldn't you diagnose the problem before you just reset everything? Okay, what kind of settings do you need and how do I access those?
10:00
Speaker 2
That resetting the node to factory setting and set it up is one of our workaround. That's why we need to access in your router settings gather the network detail and further check it. So once we diagnose it, then, that's the time that we apply the workaround. We can try changing channel on your 2.4 and 5 GHz since your affected devices is through wireless. Or we can like try the channel finder using the Linksys app. If you don't want to proceed here on our end over the phone, I can send you instead an article guide where you can try the troubleshooting step and follow the instruction. All right, you'll be
10:00
Speaker 1
That would be helpful that would be helpful yeah just i don't know why you don't have a record of my purchase there Good.
11:00
Speaker 2
you're receiving the email within 5 to 15 minutes. Since I'm going to attach some articles that's coming from our support website and some YouTube channel. All right, and anything else? Link to Steve. I understand, but I already sent the email. If you have the copy, you can contest the validity of your warranty, okay?
11:00