V2 Rubric Detail — 83cf7406-6683-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 17:24
Duration
6m 22s
Contact
Walter Brugman
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133269
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_MX4200
⚠ Auto-Zero applied: Avoidance/Evasion - agent collected information and created a ticket but avoided providing any technical support, troubleshooting, or next steps, effectively evading the core support responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent collected customer and device details and created a ticket but failed to provide any troubleshooting, technical guidance, or next steps for the mesh network setup issue. The interaction lacked diagnostic process, empathy, and customer effort reduction, resulting in a complete failure to advance resolution. This constitutes avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer unable to add existing Linksys mesh devices via app after moving; agent created ticket but gave no troubleshooting or next steps.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent acknowledged the core issue (re-adding mesh nodes after a move) at [01:00–02:00] but took no action to resolve it.
  • Product model '4200' was accepted without clarification—could refer to MX4200, WHW03, or other models; no serial number collected [03:00].
  • No troubleshooting steps were offered despite standard KB paths existing for mesh rebuilds (e.g., 5-press, Pair button, app refresh).
  • Call ended abruptly at [06:00] without recap, resolution confirmation, or defined next step.
Positive Highlights
  • Agent correctly identified the general issue context: re-adding existing Linksys mesh devices after relocation [01:00–02:00].
  • Collected customer name (BRUMEN) and email, and confirmed intent to use free support [05:00].
  • Created a support ticket, indicating case management intent [03:00–04:00].
  • Maintained polite tone and closed with standard professionalism [06:00].
Agent Errors / Gaps
  • Failed to gather correct product model or serial number; '4200' is ambiguous and insufficient for accurate support [03:00].
  • Did not initiate any troubleshooting for mesh node re-addition, such as power cycling, 5-press pairing, or app connectivity checks.
  • Abandoned the call without providing actionable guidance, escalation path, or self-help resources.
  • Did not confirm whether the customer could access the app, see device LEDs, or attempt basic resets.
  • Allowed the call to close without operational closure, leaving the customer with no path forward.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution or meaningful outcome was provided; the agent only created a ticket and ended the call without troubleshooting or guidance.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were taken; agent gathered basic info but did not attempt diagnosis or offer self-help resources.
R3 Not Met Correct resolution path conf 95%
Agent did not assess product status or choose a resolution path (e.g., setup guidance, KB, escalation); defaulted to ticket creation only.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify symptoms, ask diagnostic questions, or determine root cause; interaction lacked logical diagnostic flow.
T2 Not Met Appropriate tools / resources used conf 97%
No tools (web UI, remote access, KB) were used or referenced despite clear need for mesh setup support.
T3 Not Met No misinformation conf 97%
Agent provided no technical information; vague statement 'follow the instructions easily' is not valid or accurate guidance.
Communication
C1 Not Met Clear & professional language conf 93%
Call lacked framing, expectations, or structured progression; agent lost control by allowing silence and ending abruptly.
C2 Not Met Confirmed understanding conf 93%
Agent did not adapt communication to customer’s technical level or confirm understanding; no comprehension checks performed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent took initial ownership by creating a ticket but failed to follow through with any troubleshooting or solution.
O2 Not Met Proactive follow-through conf 98%
No next steps, timelines, or follow-up actions were communicated; customer left with no clear path forward.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy or acknowledgment of customer frustration; interaction was robotic and transactional.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace to customer’s confusion; failed to maintain engagement during setup issue.
X3 Not Met Overall experience conf 97%
Customer repeated information unnecessarily and received no actionable help, increasing effort with no benefit.
Call Transcript14 turns · 14 lines
Speaker 1
[silence] Hi Rio. I'm trying to set up a mesh network with my Linksys
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 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 technical support. This is Rio. How can I assist you for support today? [silence]
00:00
Speaker 1
product to my existing router. And when I try to find my router on the Linksys app, it's saying cannot find, please call support. Yes. So, I'm trying to use the Linksys app to add the uh, yeah, the Linksys mesh network. So, we had moved and it was working fine before. Uh and so now we're trying to re-add it to a new network essentially. Yes. We've moved to a new place and we also have a new router. So,
01:00
Speaker 2
for it staring? Mm-hmm. Oh, uh, sir, let me just confirm. Are you trying to use the linked system app and adding your additional Linksys devices? Okay. Okay. Sir, just to confirm, these Linksys devices that you want to add to your network, is this the first time you are going to add it or it was working fine before? Mm. Mm. Mm. Ah, okay. All right. So you're just trying to reconfigure your old Linksys devices because you've moved to a new place. is that correct? Mm. Mm. All right. [silence]
01:00
Speaker 1
Yeah, so it is the Netgear Nighthawk Wi-Fi 7. Uh, Frontier Fiber. Yep. So it is 38U10M37B at 184800. There are three. They are the
02:00
Speaker 2
What's your router, sir? Oh, all right. And who's your internet service provider? Frontier gotcha and you confirm to me, sir, what's the serial number for your linksys device? Please Okay. How many linksys devices do you have? Hm.
02:00
Speaker 1
4200
03:00
Speaker 2
Got it, thank you. Sir, uh, let me just confirm, by the way, is this the first time you called Linksys? Okay. Let me create a ticket record before we proceed and troubleshoot your device. Uh, I need your first name and last name, uh, please. [silence] I'm sorry, can you confirm? It's BRUMEN, correct? Got it. How about your email address? Perfect. Thank you. Can you give me just uh three minutes here? Let me [silence]
03:00
Speaker 1
Thank you. Yeah, perfect. Thank you.
04:00
Speaker 2
just fill in everything first in the system so I can create a case for you. Thank you.[silence]
04:00
Speaker 1
The Let's go with the free option please. That that is correct Thank you.
05:00
Speaker 2
[silence]
05:00
Speaker 1
Thank you, Perfect. That is it. Thank you, Rio. Bye.
06:00
Speaker 2
follow the instructions easily, OK? and then you can refresh your email. so anything else, sir, aside from this? OK. Thank you so much for your time, sir. again, this is Rio from Linksys. You have a nice day ahead, bye-bye for now. You're welcome, sir.
06:00