V2 Rubric Detail — 8d9fcc10-698a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 13:52
Duration
9m 16s
Contact
Garry Aichele
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133585
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Computer Can't Connect_MR8300
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by incorrectly stating OOW devices require paid support and prematurely ended the call without attempting resolution, violating the OOW best-effort policy.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to provide accurate support for an out-of-warranty device, incorrectly cited a $15 fee, offered only generic troubleshooting, and disengaged without resolution. Despite correct non-escalation, the handling violated core policies on best-effort support and customer ownership, resulting in an unresolved outcome with avoidance behavior triggering auto-zero.

V1 Case Analysis

Customer unable to connect new computer to Wi-Fi; other devices work. Agent suggested Ethernet test and password change, noted warranty expired, offered paid support. No validation of steps performed.

Troubleshooting Steps
  • Advised wired Ethernet connection test
  • Suggested changing Wi-Fi password
  • Provided warranty status and self-help resources
Key Observations
  • Agent did not verify whether the Ethernet test succeeded or check router status lights.
  • Warranty expiration was stated without any lookup or confirmation.
  • Password change was suggested without confirming the current Wi-Fi password or guiding the customer through the change process.
  • No model-specific guidance provided (e.g., accessing router interface to check client list or Wi-Fi settings).
  • Paid support offered after stating warranty expired, but no technical contradiction found in advice.
Positive Highlights
  • Agent was polite and used the customer's name.
  • Provided clear, simple next-step options (wired test, password change).
  • Directed the customer to the official support website for self-help resources.
Agent Errors / Gaps
  • Incorrectly claimed warranty expired without verification.
  • Failed to confirm or obtain the Wi-Fi password before recommending a change.
  • Did not validate the result of the Ethernet connection test.
  • Did not guide the customer to access the router's web interface to check client list or wireless settings.
  • Did not verify if the new computer could detect the Wi-Fi network before suggesting a password change.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed resolution; only suggested two unverified options (wired connection or password change) and ended the call without follow-up.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked if customer power-cycled; offered generic suggestions without diagnosing Wi-Fi settings, IP assignment, or Ethernet capability.
R3 Not Met Correct resolution path conf 96%
Incorrectly stated device is ineligible for free troubleshooting and offered $15 paid support, contradicting OOW best-effort policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No targeted questions about connection method, password accuracy, or network configuration; skipped logical diagnostic steps.
T2 Not Met Appropriate tools / resources used conf 94%
Did not guide customer to access router UI (http://192.168.1.1 or http://myrouter.local) to verify Wi-Fi settings or DHCP status, a basic and appropriate tool.
T3 Not Met No misinformation conf 97%
Provided materially incorrect information: implied paid support is required for OOW devices, which violates documented policy.
Communication
C1 Not Met Clear & professional language conf 95%
Misnamed customer (called 'Susan Gary'), gave confusing support eligibility info, and failed to structure the interaction clearly.
C2 Partially Met Confirmed understanding conf 89%
Used simple terms like 'wired' and 'Wi-Fi', but failed to confirm understanding and introduced policy confusion that undermined clarity.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abandoned case after introducing paid option; did not complete troubleshooting or ensure customer could act on advice.
O2 Not Met Proactive follow-through conf 95%
No specific next steps or timelines; told customer to 'call back if you can' without ownership or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Correctly did not escalate; issue was within L1 scope and did not meet escalation triggers.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Showed no empathy; did not acknowledge customer's lack of technical knowledge or frustration with small print and setup.
X2 Not Met Tone & rapport conf 94%
Used a rigid, transactional tone; did not adapt to customer’s confusion or need for step-by-step guidance.
X3 Not Met Overall experience conf 95%
Made customer repeat serial/model info, gave vague instructions, and forced a callback instead of resolving in one touch.
Call Transcript17 turns · 18 lines
Speaker 2
Welcome to lensus support to ensure quality service. Your call may be monitored for in warranty products. Our support team is available to help with performance in software issues. Register your product by visiting register.lenses.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 1. Now, for out of warranty products, paid support may be available depending on your issue. Please have your devices serial number and contact information ready. If unavailable,
00:00
Speaker 1
Yeah. I bought a new, computer and my. Passports don't work. I can't get onto the internet. And I have a Linksys. Router. Serial number is 29V1 1MC 29A 15929. Um. 29V like Victor.
01:00
Speaker 2
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 Ven. How may I help you today? Mhm. Mhm. Mhm. Mhm. Mhm. Just to repeat, was it 2 9 B like Boy or V like Victor? Allah right, 2 9 Victor, 1 1 mary.
01:00
Speaker 1
I believe so. 1201, um, sorry. Okay. Is that the model number? Yeah, that's where I'm looking. I can't, okay. Yeah.
02:00
Speaker 2
what's the model of the router?
02:00
Speaker 1
My old computer still is on there, but I just, it won't take, but I don't know why I can't see a model number on here. Or is this it up here? This might be it. MR Godbee, I can't read for the darn here. I can't see. Just a second. I'll try a different pair of glasses here. That's the print so small on the back here. Okay. Marlin 8 300 V11.
03:00
Speaker 2
Thank you so much. Yes, that's correct. All right. Before we further troubleshooting may also start, can I ask, is this your first time calling? Since this is your first time calling, I'll just have to gather some quick information so I can create a record on our end. Can I have your first and last name? I'm sorry, how do you spell it? I guess Lee? Thank you so much. Gary GA R R Y I gave Lee AIC H E L E. What about the email address?
04:00
Speaker 1
KTL.com TEL Bechtel communications, Steel North Dakota.
05:00
Speaker 2
Was it G.J. at beak T.L.com? And the phone number that you're currently calling, is it 7 0 1 0 2 2 0 1 7 7 6? Lastly, main notes the Internet provider. Thank you so much. Let me quickly double check everything in my end. [silence]
05:00
Speaker 1
Mm-hmm. Nope. I, all I did was I unplugged the power to the router once and then powered it back up, that's all that I've tried to do.
06:00
Speaker 2
Alright, thank you so much for patiently waiting, uh Susan Gary. In terms of the current problem, as you mentioned, all other devices seems to be connecting apart from the new computer. What kind of changes have you done so far as well? Like, have you done some changes on the router, or what kind of steps did you try to let the computer try to connect? [silence] Mhm, mhm. mhm. Mhm. Alright. Alright. Thank you so much for that one. So currently, you have two options to at least try and connect the computer to your network. The first one is for the new computer, try hard wiring it directly from the router into your new computer using an ethernet cable and then try connecting via Wi-Fi. [silence]
06:00
Speaker 1
okay so, what do I use for an internet connection? I mean, I, I don't know. I'm not very computer savvy. Is that these blue ones? [silence]
07:00
Speaker 2
However, if it still would not connect with a wired connection, the last option is to consider changing the password to a different one instead to make sure that other devices and the new computer can also connect with the new password.
07:00
Speaker 1
So I do that myself, the password? Okay. Well, I'll see what I can do here, so okay.
08:00
Speaker 2
The warranty status of the device had expired around April 6th of 2022. It is no longer eligible for free troubleshooting on our end. But, needless to say, all troubleshooting steps or guides for the device is completely free and available on support.linksys.com. On the other hand, which is completely optional, but if you do still wish to proceed with troubleshooting through the phone, it entails a $15 cost. But in the meantime, for the current issue, once again, you have two options right now. Try connecting your new computer with an ethernet cable directly to the router or the second option is to change the password with a different one instead. Yes.
08:00
Speaker 1
Oh, oh, uh, I'll, I'll call back if I can, uh, yeah. Oh, okay. Okay. Uh, good-bye.
09:00
Speaker 2
All right. So if there's nothing else. All right. So once again, thank you so much for calling Linksys as well. Take care and have a great day. Call us back whenever you have the time.
09:00