V2 Rubric Detail — 96c04e10-6c31-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 22:52
Duration
6m 29s
Contact
Antonio Garcia Jr.
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134146
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency4.00/5
Overall4.2/5

V2 Rubric Scores

Resolution0.00/5
Technical4.06/5
Communication3.75/5
Ownership2.50/5
Escalation5.00/5
Customer Exp1.79/5
Overall48.6% (-35.4)

V2 Grader Summary

The agent correctly identified the device as out of warranty and provided accurate information about support options, but failed to perform any best-effort troubleshooting required for OOW devices under the v3 rubric. No diagnostic steps were taken, and the customer was directed to self-service without meaningful intervention, resulting in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer inquired about warranty for WHW-03 V2. Agent confirmed out-of-warranty, provided support.linksys.com and offered paid PeekConnect service. Customer accepted paid support.

Troubleshooting Steps
  • Collected model number and serial number
  • Performed warranty lookup in internal system
Key Observations
  • Agent correctly gathered required product information and performed a warranty lookup.
  • Accurate URLs and support options were provided.
  • Agent did not explicitly acknowledge the customer's frustration or ask if the customer preferred self‑help before offering paid support.
Positive Highlights
  • Efficient collection of model, serial, name, and email.
  • Accurate statement of warranty status and correct support URL.
  • Appropriate offering of paid PeekConnect service when the device is out of warranty.
Agent Errors / Gaps
  • Lack of explicit empathy for the customer's situation.
  • Did not confirm the customer's preferred support path before presenting the paid service.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The issue (no internet, all nodes showing red lights) was not resolved, and no meaningful troubleshooting was attempted. Offering self-service or paid support without any diagnostic effort does not constitute a valid resolution or best available outcome for an OOW device under the v3 rubric.
R2 Not Met Diagnostic thoroughness conf 95%
No actual troubleshooting steps were performed (e.g., power cycle, factory reset, checking firmware, verifying ISP status). The agent only collected basic information and immediately pivoted to warranty status and paid options.
R3 Not Met Correct resolution path conf 90%
While the device is out of warranty, the agent failed to provide best-effort troubleshooting as required by the rubric. Simply directing to self-service or a paid option without attempting setup, reset, or configuration guidance violates the OOW standard of making a real troubleshooting attempt.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked about ISP, number of nodes, and LED status, which are relevant diagnostic inputs, but did not follow a logical sequence to isolate the root cause (e.g., modem vs router, physical connectivity, reset procedure).
T2 Met Appropriate tools / resources used conf 90%
Agent used internal systems to verify warranty status, which is an appropriate and necessary tool for determining support eligibility.
T3 Met No misinformation conf 95%
All provided information (warranty status, support.linksys.com, PeekConnect service) was factually accurate and consistent with company offerings.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but exhibited multiple long silences, abrupt transitions, and failed to summarize or confirm next steps clearly before closing.
C2 Met Confirmed understanding conf 85%
Agent used plain language, confirmed email spelling phonetically, and avoided technical jargon, adapting to the customer’s communication level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and did not transfer, showing ownership in handling the contact, but failed to perform any hands-on troubleshooting or configuration assistance, limiting the support provided.
O2 Partially Met Proactive follow-through conf 80%
Agent mentioned sending an email with a video and referenced website articles, but did not specify timing, ownership, or follow-up actions, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted, as the issue was within the scope of L1 support (even if OOW), and the agent correctly determined that self-service or paid support were the appropriate paths.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was required given the situation.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite but did not acknowledge the customer’s repeated name corrections or potential frustration; empathy was transactional rather than personalized.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a steady pace but did not adjust tone or approach in response to the customer’s repeated name and serial number inputs, which may have indicated confusion or difficulty.
X3 Not Met Overall experience conf 90%
Customer had to repeat name and serial number multiple times; agent did not perform any agent-side actions (e.g., remote diagnostics, guided reset) that could have reduced customer effort.
Call Transcript11 turns · 12 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.links.com. Please have your device serial number ready for assistance. Press one 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. Uh
00:00
Speaker 1
hi, how you doing? This is Antonio Garcia Junior, I got some issue with the router. Can you please help me with this? the model number. Okay, the model number is the link site's uh W H as a hotel, w as a whiskey, 03 V as a vector two.
01:00
Speaker 2
Thank you for calling Linksys. This is Epi. How can I help you? Yeah, sure. No problem, sir. Can I have the model number and the serial number of your Linksys device? Just try to look underneath it. Okay, W-HW-03-version-2. Can I also help you with something else today? My name is Epi from Linksys. Thank you. Goodbye. [silence]
01:00
Speaker 1
Serial number is a two zero J as a Juliet two zero six zero seven eight one four nine eight one exactly exactly and how long? It's been it's been it's been about more or maybe four years my name is Antonio Garcia Jun Jun Jun Jun Jun Jun Junction Junior Junior Junior Junio II
02:00
Speaker 2
I have the model I mean the serial number sir. Okay. 20J for John 20607814981 right. Okay. And how long have you been how long have you been using this device now? Yes, for how long? Okay. All right. Let me create a record sir. Can I have your name? Antonio Garcia. Okay. Junior and your email address please.
02:00
Speaker 1
sight? Yeah. East side spectrum.
03:00
Speaker 2
Okay, so let me verify that that's T for tom A C for Charlie A and like Nancy and then the number three at hotmail.com. All 300. Okay. Sorry. Okay at hotmail.com and who is your internet provider? Spectrum. Okay. All right. So yeah, so right now you don't have internet connection using your Linksys devices, right? Your link to a mesh router, so all of the lights are red, sir? How many nodes do you have in total? [silence] Three, okay. So even the main node, that is also not working. [silence] Okay. [silence] All right. So here's the thing for, uh, Mr. Garcia. [silence] Um, yes, I've mentioned earlier there's a need for us to to check on the settings since you lost see your internet connection on your Linksys router. [silence] And, uh, upon checking here in our systems, Sir, based on the serial number that you gave me, your device is already out of warranty. Okay? That means it's no longer covered for free technical support. However, Mr. Garcia, we uh, we can give you two options for this. It's either you go for our [silence]
03:00
Speaker 1
Oh, no, that's fine. I just coming to see the warranty on it. It's not, don't worry about it. I can buy another one.
05:00
Speaker 2
Uh, visit, uh, uh, uh, uh, web, [silence] support.linksys.com. You will find there articles and how to uh reconfigure the uh Linksys devices. Okay? Um, you need to set up the parent node first and then add the child nodes. You can also take advantage of our AI tool at the bottom right. That's the first option. Our second option is the PeekConnect service which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting time [pause] the service is non-refundable, okay? [pause] So, we would be able to walk you through the process, but there's a fee for the service, and that is again $[REDACTED_PAYMENT_DIGITS] So, how would you like us to proceed? Hm. Well, you can always refer to our website, sure. Um, there are articles, um, you can try that first.
05:00
Speaker 1
Okay. Sounds good. I take that. Thank you so much. You too. Thank. Bye-bye.
06:00
Speaker 2
And if you want, I can also send you an email, okay, wherein there there's an instructional video. So, you can check on that one as well. All right. Okay. Thank you so much. Yeah, thank you for your time, sir. And this is Epi again from Linksys. Thank you for calling and have a great night. Take care. Bye-bye.
06:00