V2 Rubric Detail — 887cc2c0-7631-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 16:17
Duration
6m 57s
Contact
Devin Breunig
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135662
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_MR6350
⚠ 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
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall28.3% (-27.7)

V2 Grader Summary

The agent failed to perform any technical troubleshooting for the reported purple light issue, violating the OOW best-effort standard. No KB resources were utilized to diagnose the symptom, and the customer was directed to a paid service or self-help email. The interaction remained transactional and unresolved.

V1 Case Analysis

Customer reports router with purple LED and no internet. Agent collected name/email, assumed out-of-warranty status, offered paid support ($15) or self-help email; no model/serial verification, no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not verify or record the router model number.
  • Agent assumed out-of-warranty status without checking warranty eligibility or performing any troubleshooting.
  • No technical troubleshooting was performed despite a clear hardware fault symptom (purple LED).
  • Agent failed to collect or clarify the serial number properly — customer provided two different serials (34N10M22 and B04537), but agent only recorded the first without follow-up.
Positive Highlights
  • Agent maintained a polite tone and collected the customer's contact information.
  • Provided clear options (paid support vs. self-help email) and confirmed the email address (despite spelling error).
Agent Errors / Gaps
  • Missing model number collection — critical for troubleshooting and warranty check ([01:00]).
  • Inconsistent handling of serial numbers — customer provided two serials (34N10M22 and B04537), but agent did not clarify or verify which one was correct ([01:00], [02:00]).
  • Incorrect statement that out-of-warranty devices receive no free technical assistance — per KB, agents should still provide basic triage and self-help guidance even for out-of-warranty devices.
  • No troubleshooting steps were offered for the purple LED / connectivity issue — per KB, agent should have advised a power cycle, checked ISP status, and verified physical connections.
  • Lack of empathy or acknowledgment of the customer's frustration — customer expressed ongoing issue for several days with no resolution.
  • Failed to confirm correct email address — customer corrected spelling from 'Daven' to 'Devin' ([05:00]), but agent continued using 'Daven' in confirmation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the agent offered only paid support or an email with self-help steps without attempting any troubleshooting for the purple light issue.
R2 Not Met Diagnostic thoroughness conf 97%
Only one basic question about resetting the device was asked; no diagnostic steps like checking connections, ISP status, or firmware were pursued.
R3 Not Met Correct resolution path conf 96%
Despite the OOW standard requiring best-effort troubleshooting (e.g., power cycle, factory reset, LED interpretation), the agent defaulted to a paid option or email without attempting any fix.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the root cause or ask any diagnostic questions beyond a single query about resetting. No attempt was made to interpret the 'purple light' symptom using available KB resources.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any KB resources or tools to address the purple light issue, relying entirely on a payment/policy script.
T3 Partially Met No misinformation conf 90%
The agent provided no technical guidance to assess. The only claims made were regarding out-of-warranty fees, which cannot be verified or contradicted by the provided technical KB.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent collected customer details and set a next step (email), but failed to frame the interaction around troubleshooting or manage expectations about support limitations proactively.
C2 Met Confirmed understanding conf 92%
Used clear, simple language; confirmed spelling of name and email; avoided technical jargon that could confuse the customer.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent created a case record and committed to sending an email, but did not take ownership of resolving the technical issue, even at a basic level.
O2 Met Proactive follow-through conf 93%
Clearly stated the next step: 'refresh your email after three minutes' and explained what the email would contain (troubleshooting instructions).
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 based on the information provided during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged the customer's frustration about the non-working router or the impact on their shop operations.
X2 Not Met Tone & rapport conf 94%
Maintained a transactional tone throughout; did not adapt to customer’s growing irritation or attempt to de-escalate or engage empathetically.
X3 Not Met Overall experience conf 93%
Customer had to repeat email spelling (Davin vs. Devyn) and was directed to self-service instead of receiving direct assistance, increasing effort.
Call Transcript9 turns · 11 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. Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty product, 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 today? Uh, what are you encountering? Can you tell me more about it? [silence]
00:00
Speaker 1
whatever it's we have it hooked up in our shop and we run our TV and computer our our phones off of it and stuff and it hasn't been working the past couple days tried restarting it um with no luck it's got a purple light on the top of it. Yep. I mean Correct. Yep. model number hang on a second. I'm looking at the back of it. Okay. serial number 3 4 N 1 0 M 2 2
01:00
Speaker 2
Did you try to reset the device, sir? Okay. Prior to doing this troubleshooting, sir, you did encounter no internet in the Linksys router? Okay. Can you confirm to me, sir? What's the serial number for your Linksys device, please?
01:00
Speaker 1
B zero four five three seven the. Just one. Yep. I believe it's Frontier. Buttons,»).
02:00
Speaker 2
Let me create first a record for you in the system, sir, so that we could proceed and troubleshoot your device. Can you give me your first name and last name, please? And can you spell your last name for me? And about email address. Can you give me three minutes? Let me just create a record for you. Thank you. Uh, your first name, sir, is spelled D-A-V-E-N. Is that correct? Yeah. Uh, okay. And then the last name is spelled B-R-E-U-N-I-G. Okay, you're good.
03:00
Speaker 1
Oh, I would say two years for sure. Yeah, you can send me the email. Okay. No. D-E-V-I-N. [silence] Yeah, you can send me the email. Okay. No. D-E-V-I-N.
04:00
Speaker 2
Proper expectation, so for out of warranty devices, we no longer provide free technical assistance. Um, however if you insist, we can still provide you one-time phone support, lasting only for 60 minutes. But there would be a fee for that, and that's $15. Now, if by chance, you don't want to pay $15 for the troubleshooting, what I can do for you for free is, I can only send you an email about how you can troubleshoot it on your own for free, about the device that you have there, so that you will be able to connect it back to your network. But which one do you prefer? Okay, got it. Here, let me just confirm your email address, okay? It's Davin@gnc.com, D-A-V-I-N and then your last name spells Davin. Yeah.
05:00
Speaker 1
Yup. All right.
06:00
Speaker 2
Is that correct? And then your last name spells B-R-E-U-N-N-I-G. Okay. So, I was able to update your email address here in our recordster. So, after our call, give me three minutes and then you can refresh your email so that you'll be able to troubleshoot your device, okay? All right. Anything else, sir, aside from this? Okay. Thank you so much, sir, for your time. Just refresh your email after three minutes. Have a nice day. Thank you, sir. Bye-bye.
06:00