V2 Rubric Detail — 9944d444-6448-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 21:17
Duration
10m 59s
Contact
Pierre Guitard
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132845
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_WHW01
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to provide any troubleshooting for an out-of-warranty device despite the OOW best-effort standard requiring a genuine attempt, instead immediately defaulting to paid support option without diagnostic engagement.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any troubleshooting or provide technical assistance for the customer's mesh node setup issue after a modem change, incorrectly citing expired warranty as justification for denying free support. This violates the OOW best-effort standard, which mandates a real troubleshooting attempt regardless of warranty status. The interaction resulted in no resolution, no empathy, and active avoidance of ownership, constituting a critical failure.

V1 Case Analysis

Customer changed modem and needs to re‑add mesh nodes. Agent recorded contact info, informed warranty expired, offered paid support or email instructions. No troubleshooting performed.

Troubleshooting Steps
  • Created a support record in the system
  • Checked warranty status and informed the customer it is expired
Key Observations
  • Agent never asked for or recorded the product model or serial numbers before discussing warranty.
  • No technical troubleshooting or mesh‑node pairing steps were provided despite the clear need.
  • Long periods of silence and unclear phrasing reduced call efficiency and customer confidence.
Positive Highlights
  • Created a support record for the customer.
  • Clearly communicated the warranty status.
  • Provided a self‑help option (email with instructions) when the customer declined paid support.
Agent Errors / Gaps
  • Failed to collect essential product information (model, serial) required for proper troubleshooting.
  • Did not follow the standard mesh‑node setup flow (reset, pair, verify) from the KB.
  • Did not confirm the customer's exact problem or verify any attempted steps.
  • Poor call control – excessive silence and filler language.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered paid support or email instructions but did not resolve the node setup issue or provide any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps (reboot, pairing method, firmware check, modem compatibility) were performed despite the customer describing a post-modem-change setup failure.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly stated free technical assistance is unavailable for out-of-warranty devices, violating the OOW best-effort standard which requires troubleshooting attempts regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms (e.g., LED status, pairing failure), ask relevant questions about setup steps, or determine root cause such as modem compatibility or configuration.
T2 Not Met Appropriate tools / resources used conf 90%
No use of KBs, remote tools, or diagnostic steps (e.g., checking firmware, verifying pairing method) — agent relied solely on script-driven policy explanation.
T3 Not Met No misinformation conf 85%
Agent provided materially incorrect information that free technical support is not available for out-of-warranty devices, contrary to documented OOW best-effort policy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent collected customer information and set expectations about fees, but failed to guide the interaction toward resolution and lost control by defaulting to policy instead of problem-solving.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but did not adapt to customer confusion, confirm understanding of terms like 'reconfigure', or adjust for customer's repeated expressions of frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent disclaimed ownership by refusing free support due to warranty status and offered only paid service or passive email, avoiding responsibility for resolution.
O2 Partially Met Proactive follow-through conf 80%
Agent presented two options (paid call or email) but gave no timeline for email delivery or clarity on content, leaving customer without actionable next steps.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact — no prior case history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted, as the issue was within scope for L1 troubleshooting (mesh node setup after modem change).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and the situation did not require one.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy for customer's difficulty setting up nodes after a modem change and failed to acknowledge frustration or effort already expended.
X2 Not Met Tone & rapport conf 85%
Agent maintained a scripted, transactional tone and did not adapt to customer’s emotional state or pace, despite customer’s halting speech and repeated confusion.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial numbers and personal details; agent created unnecessary effort by requiring email despite not using it for immediate help.
Call Transcript7 turns · 10 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's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending. Please have your devices 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]
00:00
Speaker 1
I'm trying to set up a those nodes for the Wi-Fi at my house or extending the Wi-Fi. I'm I'm uh I'm having some difficulties, actually. but if you can [silence] I'm trying to Well, I just changed the modem. So now I need to uh to connect those nodes to the new modem. [silence] So yes, remember it's um okay. we'll we get three of those. One each
06:00
Speaker 2
I'm sorry sir, you're trying, are you trying to add a new device or a new Lynx into your set up or you're trying to set up a new one again? Oh, okay. All right. Can you confirm to me sir, what's the serial number for your Lynx device please?
06:00
Speaker 1
Each of them have a different number. Okay. Is uh 25 F like Frank. 1 0 m like Mary. 3 5 a like apple. 0 1 2 9 9. Uh, how many linkies nodes you mean? I I got three but I'm using only two. AT&T.
07:00
Speaker 2
The total number of links device you have is Okay, no problem. Whoever's your internet service provider Think, think. Okay, so Fight the classic thunder one's dependent.
07:00
Speaker 1
Yeah. yeah my first name is Pierre and my last name is guitar guitar guitar D I need an email address now what but why do I need an email address I don't get it. Do we have to do that we have to do that I'm having a lot I'm having a lot of
08:00
Speaker 2
here's the church that Is this the first time you called link assist? Okay, let me create first a record for you before we proceed. May I know your first name and last name. Hold on. Can you spell out your last name for me, please? All right. How about email address, sir? Any email. Yeah. Any email address? Oh, by the way, the reason why I'm asking this information is I'm going to create a record for you in the system. For record purposes. It's okay, sir, if you don't want to. It's okay if you don't want to provide. Not a problem at all. okay all right not a problem okay uh give me two minutes the three minutes I'm just gonna finish the record in the system okay bear with me thank you All right. sir, I was able to create a record for you in the system. And however, based on the record here, sir, the warranty of your product has already been expired. And just to set proper expectations that we no longer provide free technical assistance for out of warranty devices. However, if you insist, we can still provide you one time phone support lasting only for 60 minutes. So, there would be a fee for that and that's $15. Now, if by chance you don't want to pay $15, it's okay. Uh what I can do for you, sir, is I can only send you an email on how you can reconfigure your whole system for free through email. But which one do you prefer? Okay. I apologize.
08:00