V2 Rubric Detail — 877288b0-7618-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-02 13:18
Duration
11m 23s
Contact
No name
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135626
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to access a specific website
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.50/5
Escalation5.00/5
Customer Exp1.07/5
Overall20.4% (+0.4)

V2 Grader Summary

The agent failed to troubleshoot or resolve the reported website blockage, offered no technical guidance, and abandoned the case after citing expired warranty. Despite collecting partial device information, no meaningful progress was made toward resolution, and communication remained scripted and ineffective throughout the call.

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%
Agent never resolved the VPN website blockage or provided any actionable solution; call ended with warranty notice and apology.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were taken (e.g., checking parental controls, DNS, or router settings); agent only requested serial/model numbers.
R3 Not Met Correct resolution path conf 96%
Agent cited expired warranty and stopped assistance without attempting best-effort troubleshooting (e.g., guiding through settings), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause (e.g., parental controls, DNS filtering, or ISP-level block); only asked vague questions about website access.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any diagnostic tools (e.g., router admin interface, logs) despite needing to verify configuration; relied solely on customer description.
T3 Partially Met No misinformation conf 90%
Agent correctly noted that default Wi-Fi name isn't the model/serial and accurately reported warranty expiration, but gave no technical guidance on the core issue.
Communication
C1 Not Met Clear & professional language conf 93%
Agent lost control of the call, failed to set expectations, and allowed conversation to drift without guiding toward resolution.
C2 Not Met Confirmed understanding conf 95%
Agent used repetitive scripted responses and failed to adapt language or tone to customer’s frustration and technical context.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent stayed on the call and attempted to collect device info but did not take ownership of resolving the actual problem.
O2 Not Met Proactive follow-through conf 94%
No clear next steps were provided; only suggestion was to test on cellular data, with no follow-up plan or timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was a first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was made, and none was warranted—this was a configuration issue resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and the issue did not require escalation given its nature.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent apologized multiple times but did not specifically acknowledge the customer’s history of poor experiences or intense frustration.
X2 Not Met Tone & rapport conf 96%
Agent maintained a detached, robotic tone throughout despite customer’s escalating anger and emotional state.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number multiple times due to audio issues, and agent did not streamline data collection or reduce effort.
Call Transcript20 turns · 21 lines
Speaker 1
Right? You wouldn't be dosthing me now, would you? I have a manager system and uh, it's blocking me from [silence] 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.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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 Josh. How may I assist you today? I'm sorry, sir. Uh-huh. Mm-hmm. [silence] Thanks for watching.
00:00
Speaker 1
it's blocking me because, I don't know if it's parental controls or whatever, but it's blocking me. How do I unblock me? I'm not, well, yeah, well, the website that I tried to access this morning, website Private Internet Access. It's a VPN. I need a VPN. I'm trying to put a VPN in my router. [silence]
01:00
Speaker 2
I see, uh, just to verify, is this only happening on a certain website? [silence] Uh huh. [silence] And I know the name of the website, sir, so that I can isolate. [silence] [silence] [silence] [silence] [silence] All right, got that one. [silence] So just to confirm. [silence] Um, all your devices can access any websites except for this one, which is Private internet access. [silence]
01:00
Speaker 1
I don't know. I haven't I haven't had any issues with any other ones at the present time. But that's the one I'm having issues with. That's one the one I need help with. That's why I called. Thank you, Josh. Right now, too. Well, I I have all my old computer junk in the basement. I have multiple Luxis stuff and I I uh made a vow one time never buy another one, but somehow I bought I purchased another one cuz I get no support. I fought with your support uh website the other day. I kept trying to log in. I sent it a picture of my the bottom of my link us new router and it it kept kicking me out.
02:00
Speaker 2
If you, um, get this, if you I got this one, thanks. You're welcome, sir, and may I know how many links these devices do you? [silence] [silence] [silence] I see. [silence] I I understand, sir. And I would really do - you're most welcome. And again, I really do apologize for the inconvenience, so before we proceed, may I have the serial number of the main or parent node? Oh. [silence] I see. Uh can you tell me the model number instead or do you have the photo of the model number? [silence] I see. And there's no way for us as of the moment to get the serial model or the - sorry, the serial number or the model.
02:00
Speaker 1
Yeah, It's a, uh... I got a, what do you call it, a, a (unclear) Velop setup 84E. Yeah. I had, I had two nodes. I have two nodes. Like I said, I made a vow never to buy anything from Linksys again. And, and if I ever get better, I'm going to throw this all in the trash. Everything that says Linksys on it. And I'm going to go anywhere but this. I did purchase, uh, router from Asus. I had an Asus router for a while. And while I was...
04:00
Speaker 2
I see. And I'm afraid that's the default WiFi name of the node, so that's not the serial or the model number.
04:00
Speaker 1
I got rid of it. I don't know.
05:00
Speaker 2
I understand, sir. However, for this one, and in order for us to further isolate the issue, I really need at least the serial number or the model number. And or regarding with your issue, sir, like when you say that you cannot access the website that called Private Internet Access. Uh so just to verify, have you okay. All right. I understand. [silence]
05:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] well [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] well [silence] [silence] [silence] Okay, my my phone says getting router settings. [silence] and I got a circle going around and around and around and around and around and around and around and around and around. [silence] Okay. Okay. It says uh my Internet's online. Okay. I have five nine devices.
06:00
Speaker 2
I totally understand, Sorry. And are you with the devices? Or like, I'm sorry. Can you see the devices right now? uh huh. So, all right. Yeah, we can uh get those information using the Link client. So, all right. Got that one. And I see. May I know the operating system? I'm sorry. Uh-huh.
06:00
Speaker 1
My first, okay, my my first floor remote is Linksys 7408. You want you want me to push the menu? Okay. I got devices, safe browsing, parental controls, Wi-Fi settings, guest network, speed check, priority notifications, network administration, advanced settings, Apple Home integration, Linksys store, setup a new product. But I'm not going to push on help because it's no help is no help.
07:00
Speaker 2
All right, so that's it? That means that I'm sorry. uh huh. So yeah, I assume you are already logged in on the dashboard, so on the screen, can you press the menu icon located at the upper top panel? Yeah. All right. So, no worries. So, on that screen, kindly tap or press the network administration or network administration tab.
07:00
Speaker 1
I'm on simple time. I uh automatic firmware update change router password and hint. Uh, uh okay. I got a first floor node and a second floor node. Okay. You got it? You ready? Okay. I 20j 20m 3ca. Uh 7 3 9 4 9. Uh I'll wait for a couple minutes for the phone to ring. There we go. Okay. Got youYou got it?
08:00
Speaker 2
You. Thank you. And then. Mhm. So, kindly tap on nodes. So, kindly tap nodes or press nodes. All right. So, kindly tap on the router or the first node. And then, you should be able to see the serial number of that device. Yes, sir. All right. Thank you so much for that one. So, let me verify again the serial number. So it's 2 0 2 2 1 1 8 6 0 5. Sorry, my left channel didn't pick it up. That's okay. So, let me double check the number. It's 2 0 2 2 1 1 8 6 0 5. Maybe you had to zoom in a bit. I'll try that again. It's 2 0 2 2 1 1 8 6 0 5. Yep. So, thank you. And for another note, is that the key versions code? The Key Management version code is 4.6.5. 4.6.5. Thank you.
08:00
Speaker 1
That's correct. I expected you. Ah, no, I haven't. [silence]
09:00
Speaker 2
20M4 mic 3c, A for alpha 73949. Is that correct? All right. Thank you so much for that. So, going back to the issue, sir, I'm going to set your expectation that for the issue we might need to further isolate. Like, have you tried accessing the private internet access website using your phone while the phone isn't connected to the mesh orzygnsis network? I see. Yeah, uh in the meantime, sir, you can try that one. Like, like your phone is connected to its data and then try to check if you can access the private internet access website. So because I'm going to also set your expectation that according here on our tool, the hardware warranty status of your device has already expired.
09:00
Speaker 1
I've never, I've never registered them, Josh. I've never registered them. Good. Next time I need a router and it's going to go in the trash, and Asus, here I come. Cyber NARA suckers. That's what I'm going to say. Cyber NARA suckers. You're not going to get a dime out of me. I paid for at least three routers for Linus, and they're all junk. They don't work. They blacked me from access to the internet. When, they're not doing what they're supposed to be doing. Thank you, Josh. Have a nice day. Odor? Yeah, I really, hear yourself and sit up.
10:00
Speaker 2
And I really do apologize, sir, but we, uh, yes, sir. I, yes, sir, and no worries regarding the registration. However, uh, I can see here that the hardware warranty status of the devices has expired on or in, uh, I totally understand, sir. Uh, and, uh, And I yeah, sir. Sir, you're very most welcome, sir. And again, I really do apologize for the inconvenience. Thank you again for calling Linksys. You have a great day, sir.
10:00