V2 Rubric Detail — 968ba04a-6928-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-16 02:10
Duration
10m 7s
Contact
Paul Butler
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00133541
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall7.5% (-38.5)

V2 Grader Summary

The agent failed to diagnose or resolve the issue, offered only a basic power cycle without further troubleshooting, and provided no next steps or escalation. No empathy, ownership, or structured guidance was demonstrated, resulting in an unresolved case with repeated customer effort.

V1 Case Analysis

MR20WH showing default SSID after power outage; power-cycled with no success. Model/serial collected (MR20WH, 50U10M17C02204). No WAN, firmware, or factory reset guidance provided.

Troubleshooting Steps
  • Power cycled the router
  • Collected model and serial numbers
  • Attempted warranty lookup
Key Observations
  • Agent omitted required WAN/modem verification step after power outage (per KB universal_isp_modem_diagnostics.md).
  • No firmware check or auto-update recommendation provided (contrary to universal_firmware_update.md).
  • Failed to guide customer through 5-press factory reset procedure (MR20WH-specific per universal_mesh_node_management.md).
  • Excessive filler words ('uh-huh') and lack of clear recap reduced communication clarity.
Positive Highlights
  • Accurately captured model (MR20WH) and serial number (50U10M17C02204).
  • Confirmed device was purchased directly from Linksys (not ISP-provided), ruling out ISP support path.
Agent Errors / Gaps
  • Did not verify WAN/modem connection status after power outage.
  • Failed to check or recommend firmware update/auto-update.
  • Omitted guidance on 5-press factory reset procedure for MR20WH.
  • Provided no concrete next steps, escalation, or self-help resources despite unresolved issue.
  • Used excessive filler words reducing communication professionalism.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the issue nor provided a concrete outcome; call ends without resolution.
R2 Not Met Diagnostic thoroughness conf 94%
Only suggestion was to power cycle; no systematic troubleshooting steps were taken.
R3 Not Met Correct resolution path conf 92%
Agent did not determine warranty status, did not propose RMA or appropriate path; no resolution plan offered.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent repeated the customer's statements and asked only for model/serial; did not ask diagnostic questions or identify root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, account lookup, diagnostics) were used despite the need to verify device status after power outage.
T3 Met No misinformation conf 88%
The only technical advice given – to power the router off and on – is correct and not inaccurate.
Communication
C1 Not Met Clear & professional language conf 94%
Agent never set expectations, did not structure the call, and gave no clear direction.
C2 Not Met Confirmed understanding conf 90%
Agent used filler language and did not adapt explanations to the customer's apparent confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent did not take ownership; repeated information and offered no follow-up or commitment.
O2 Not Met Proactive follow-through conf 93%
No next steps or timeline were provided.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent neither escalated nor justified a decision not to escalate despite the issue remaining unresolved.
E2 Not Met Escalation prep & handoff conf 90%
No escalation was performed, and the situation warranted one.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent showed no empathy or acknowledgment of the customer's frustration after the outage.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or pace; communication remained flat and procedural.
X3 Not Met Overall experience conf 92%
Customer was asked to repeat serial/model numbers multiple times, adding unnecessary effort.
Call Transcript11 turns · 12 lines
Speaker 2
Welcome to Linksys support. To ensure quality of 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's serial number ready for assistance. Press one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available, depending on the issue.
00:00
Speaker 1
Yes, hi. I'm calling for some technical support on a Linksys modem, uh, Robert. Well, I've had a power outage, and when the power came back on, um, I've noticed that my router is no longer working and I no longer see my local, um, the the local internet. I see the setup on my phone.
03:00
Speaker 2
yes hi thank you for hello thank you for calling link sir this is Rube how can assists you uh yeah sir so what the support that you need for this link sir oh so after the power outage there's no more connection and your customized Wi-Fi name is no longer showing but it's now the default that's broadcast
03:00
Speaker 1
Yes, it seems to be just showing the Linksys setup, C E zero is all that I see now. [silence] Um I have not. Um Oh, on the router? Um I have not. Uh but I have uh powered it off and back on several times. Um maybe I called you when I first set it up, but it may be my first time. I'm I'm not quite sure. Uh yes, uh 407 227 11818.
04:00
Speaker 2
uh-huh. Oh, see the default Wi-Fi. Uh, sir, did you like press the reset button on the router? uh-huh. Uh-huh. Uh-huh. Uh, so just power it off and on. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay. Is this your first time calling LinkSister? Uh-huh. Uh-huh. Not quite sure. I have your phone number, so I can check if you have your record on the system. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh.
04:00
Speaker 1
08. Yeah, 08. Correct. Yeah. Yes it is. The model number is M as in Mary, R as in Romeo 20 W as in whiskey H as in hotel. WH. I have the main model, and then I have one of the satellite nodes.
05:00
Speaker 2
I see. MR20W. Excuse me, how many Linksys devices do you have? excuse me, what is the model number of that satellite node, sir?
05:00
Speaker 1
uh and the serial never is 50 u one zero M one seven C zero two two zero four.
06:00
Speaker 2
so you have two linksys device, so can you provide to me the serial number of this MR 20 W and your internet service provider, is it still spectrum?
06:00
Speaker 1
Correct. No, just the router. No, I purchased this directly from Linksys, the router. Okay.
07:00
Speaker 2
Let me repeat. So it's five zero U for uniform one zero M 17c zero two zero four. Thank you, sir. Uh, this router was then provided by Spectrum before. Uh okay. Let me check this real number, sir. Just stay on the line. Okay. Thank you, sir. and how long said so let me just repeat the model number is mr. 20 W H.
07:00