V2 Rubric Detail — 9586a25a-6f39-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 19:27
Duration
13m 2s
Contact
Benjamin Mojica
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134510
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Auto-Zero applied: Avoidance/Evasion – agent refused to provide free troubleshooting for an out-of-warranty device and pushed a paid service instead of attempting best-effort assistance as required by policy.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, incorrectly claimed out-of-warranty devices receive no free support, and pushed a paid service without attempting resolution. No troubleshooting, tool use, or customer ownership was demonstrated, resulting in a complete lack of progress and confirmed avoidance of responsibility.

V1 Case Analysis

Customer (MR7500) reports intermittent internet and node connectivity issues. Agent declared device out of warranty, offered paid support, then promised an email with troubleshooting steps. No technical fix was performed.

Troubleshooting Steps
  • Asked for model and serial number
  • Queried node LED status
  • Identified device as out‑of‑warranty
Key Observations
  • Agent mis‑identified node LED colors and gave contradictory status information.
  • No proper diagnostic flow (reboot, WAN check, speed test, DHCP reservation) was followed.
  • Agent stated that out‑of‑warranty devices receive no free phone troubleshooting, which contradicts KB policy that basic triage can still be provided.
  • Paid‑support upsell was offered before any substantive troubleshooting.
  • Customer’s name and partial serial were captured, but model confirmation remained vague.
Positive Highlights
  • Agent remained polite and did not interrupt the customer.
  • Captured the customer's name and partial serial number.
  • Correctly identified the MR7500 as an out-of-warranty product based on model.
Agent Errors / Gaps
  • Incorrectly claimed the parent node was solid red when the customer described solid blue/green (transcript [08:00]–[10:00]).
  • Stated that out‑of‑warranty devices receive no free phone troubleshooting, contrary to KB guidance that basic triage (reboots, resets, access checks) should still be offered (universal_escalation_guide.md).
  • Offered paid support without first attempting standard troubleshooting steps such as power cycling or checking WAN connection.
  • Failed to collect or verify key environment details (ISP, WAN connection type, node topology).
  • Did not provide any concrete troubleshooting actions before ending the call.
  • Misunderstood customer’s network setup — incorrectly assumed the Xfinity router was the parent node when customer stated Linksys was parent (transcript [06:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered no resolution, only a paid service option and email with steps; issue was not resolved or meaningfully advanced.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., reboot, firmware check, node status verification); agent skipped diagnostics entirely.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated OOW devices receive no free support, violating policy requiring best-effort troubleshooting regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process; only vague question 'what have you done so far?' without follow-up on symptoms or configuration.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any tools (e.g., remote access, admin UI, speed test) despite clear need for node status and network diagnostics.
T3 Not Met No misinformation conf 97%
Agent claimed out-of-warranty devices get no free troubleshooting, which contradicts internal policy mandating best-effort support.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: multiple holds, misidentified customer name, no clear agenda, and agent lost control early.
C2 Not Met Confirmed understanding conf 93%
Agent used scripted language without adapting to customer confusion; failed to confirm understanding or simplify explanations.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by pushing paid service instead of attempting resolution; no effort to troubleshoot own case.
O2 Partially Met Proactive follow-through conf 89%
Agent promised to send email with steps but gave no timeline or follow-up commitment; partial next step only.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted; issue could have been addressed with L1 troubleshooting.
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 94%
No empathy expressed; agent ignored customer frustration and repeated attempts to explain the issue.
X2 Not Met Tone & rapport conf 93%
Agent maintained rigid, transactional tone despite customer confusion and repeated clarification requests.
X3 Not Met Overall experience conf 96%
Customer had to repeat model and serial number multiple times due to agent errors; unnecessary repetition increased effort.
Call Transcript25 turns · 25 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 registerdotlinksis.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support, 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. [silence] Alright. Uh, give me at least two seconds ma'am, kay?
00:00
Speaker 1
Yes. I'm right here. Oh, got it. Okay. Two to three minutes. Okay. When I'm trying to get some update, I'm trying to get it to work. Basically, the internet's kind of working, but not working as normal. I'm trying to get help to get it figured out I got a router and I got [silence] Office Wireless, Office [silence] network what I got this special box here in the same line
01:00
Speaker 2
I think he's calling the instant sector. One. Hello? Oh, uh, it's my colleague, sir. Let me just put you on hold. There are two to three minutes. Just stay on the line. Okay? All right. So, uh, right now, sir, what are you, uh, doing with the router? Hmm. There you go.
01:00
Speaker 1
What did I call him? Yeah. Okay. Benjamin Mojica, M-O-J-I-C-A. Aztecah, A-Z-T-E-C-A-8-8-8-8-8-2-1-G-M-A-I-D-D-O-T.
02:00
Speaker 2
do not I C Arthur, let me just run some verification with you and gather some information about your link list browser, in order from me to proceed further. OK, so let's start with your full name, your first and last name. All right, so that's Benjamin Mojica. And how about your email address for Benjamin? I'm sorry. ""
02:00
Speaker 1
Ah, stick out A, like Apple T E C, like cat. A 888. Okay. So it's A, like Apple T, like Tom E, like Edward Z, like zebra P, like Tom E, like Edward C, like cat. A, like Apple, the number eight, eight, eight, three times. Two one at gmail.com.
03:00
Speaker 2
I'm sorry sorry, you got cut off for a moment. alright, thank you so much for that ones, Benjamin that's a 88 H-H-8-8-8-8-8-8-8-8-8-8-8, eight, 21 at Tony's house.
03:00
Speaker 1
Azteca AZ AZ like zebra TECa no no you got you got it wrong let's start over a like Apple Z like zebra T like Tom e like Edward see like Charlie a like Apple HQ HQ two one at gmail yeah
04:00
Speaker 2
Of course, huh? [silence] 07OK. Uh, yeah, sorry. Thank you so much for that one, Fernando. [silence] Uh, now, can you provide me with the model number and the serial number of your Router? [silence]
04:00
Speaker 1
Oh, yeah. I don't know what a a model number M R 7500. You guys don't have this information based on my phone, huh? Okay. Serial number 4 5 like Charlie 10 M like Mary 2 like cat like cat 0 0 3 4 4. 0 0 3 4 4.
05:00
Speaker 2
M or 75. from the room. Okay. How about a serial number, sir? sorry. Let me just repeat. That's 45B for Charlie, 1 0 M for Mike, 2 Charlie, Charlie. Uh what? 003...
05:00
Speaker 1
It's expanding. And I do have a router for them, so I it's my route, the Xfinity router is connected via Ethernet to the Linksys, and then the Linksys is connected via Wi-Fi
06:00
Speaker 2
Okay. Okay. let me just finish up the record, sir. Just bear with me. I know, also, sir, who is your internet service provider? Thanks for any help. Okay.
06:00
Speaker 1
My two, uh, What are they called? My two nodes, uh, yeah, Sorry what? What does, What does, No, no, the nodes are towers. The nodes are Linksys towers. They are, uh, uh, uh, Model, model number is WHW,
07:00
Speaker 2
an ethernet cable. And you got two nodes. You may know if the the the nodes that you have has the same model as the MOR7500? Uh does it have the same model as the MOR7500? The the nodes? Oh, okay. No. [silence]
07:00
Speaker 1
03 Victor 2. No, solid blue. [silence] Let my court be a computer connected. No, the other notes have solid blue as well. [silence] So some of my computer system units, some of the stuff that I'm using is not letting me log in.
08:00
Speaker 2
okay a I'm okay, sir. Uh, just to verify with you, sir, your parent node is showing solid red light. Correct. So it's online. So the only problem that you have right now are those child nodes connecting. Oh, okay.
08:00
Speaker 1
The internet is just weird, so I need to go over it with you, hopefully I can get it to work. Er, reset the system, uh, make sure the, the notes are plugged in, reset the, um, Xfinity, um, and I'm back to, uh, basically trying to log in to websites that I've logged in before, on my computer, on my Mac, and it says this side can't be reached, so, and that's continuous. And then I get a, uh, let's see. I mean, I, I basically want you to go over with me the settings, make sure that all the settings are correct on the link is, on my, on my, uh, phone and then see if, uh, there's anything that's getting in correct, that is blocked in my, my systems or that I can, uh, know that this can improve.
09:00
Speaker 2
Hmm. And what have you done so far, sir? [silence]. Yeah, I need to verify, sir. Because you
09:00
Speaker 1
It's a blue on the main node. It's a Well now it's at turquoise like a green on the one of them. And then the other one is a red. OK. One moment's red. I'm gonna disconnect and plug it back in. Let's and I'm debating back. [silence] [music]
10:00
Speaker 2
you said that they're they all are showing solid blue light and uh solid blue light means they're connected and they're online can you double check if it's really solid blue or a purple light hummmm Okay. the very no yeah um just to set your expectations the pair node that you have the m7500 is actually already part of our end of life devices which means we no longer manufacture this one and updates
10:00
Speaker 1
1f we're in our fee I'll pay it Hello ladies and gentlemen
11:00
Speaker 2
firmware. Oh, so all... Listening up here on the information of your router, your device is already out of warranty. Oh, Office, unfortunately sir, for out of warranty devices, we no longer provide free troubleshooting assistance over the phone. However, uh, we do have ongoing support through our paid guarantee service for a one-time fee of $15, which you might want to consider. But if you don't want to opt in with a paid connection service, I can send you an email for the troubleshooting steps that you can perform. Sorry, sir. Okay, just too um... Mm... for me, this would also not be a guarantee that it will um... resolve your issue.
11:00
Speaker 1
yeah all right yeah go ahead and send me an email i'll put you guys back okay send me an email
12:00
Speaker 2
uh, this uh, just, you know, just a disclaimer um, the $15 for different support, um, it's uh, troubleshooting stuff that only lasts for 60 minutes and um, it is a non-refundable technical support session. So if we are unable to resolve your issue or determine your product is defective, there will be no refund or replacement that will be issued, so this paid service is for troubleshooting only and does not include a follow-up session. So you may as well consider trying the email that I'll be sending you. Okay, sir.
12:00