V2 Rubric Detail — 9e1576a8-5f99-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 22:14
Duration
6m 41s
Contact
Cassandra James
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132132
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 (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall15.8% (-40.2)

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly assumed the device model and warranty status, and dismissed the customer to self-service without empathy or ownership. Despite the device being out of warranty, no best-effort steps were attempted, resulting in a completely unresolved case with high customer effort and no meaningful support provided.

V1 Case Analysis

Customer unable to get VLP01 router online; out of warranty; directed to support.linksys.com.

Troubleshooting Steps
  • Verified product model (VLP01)
  • Checked warranty status (out of warranty)
  • Provided support website link
Key Observations
  • Agent did not attempt any diagnostic steps for the connectivity problem.
  • Customer was confused about product type (Nest vs. Linksys) and model.
  • Agent correctly communicated out‑of‑warranty status and gave the proper support URL.
Positive Highlights
  • Accurately identified the router model (VLP01) and its out‑of‑warranty status.
  • Provided the correct support website URL.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting (power‑cycle, WAN check, reset).
  • Poor call control and lack of empathy.
  • Collected unclear serial/email information without confirming accuracy.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the connectivity issue and only directed the customer to the website without any troubleshooting or resolution path.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., reboot, LED check, firmware status) were performed before concluding the call.
R3 Not Met Correct resolution path conf 96%
Despite the device being out of warranty, agent failed to provide best-effort troubleshooting (e.g., power cycle, local login, firmware check) as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms (e.g., LED status, internet access level), ask about recent changes, or determine root cause; jumped to ISP blame without evidence.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote diagnostics, admin UI access, speed test) were used or suggested, even though the issue required basic investigation.
T3 Partially Met No misinformation conf 90%
Agent correctly provided support.linksys.com, but incorrectly assumed the model was VLP01 based on partial input and gave a definitive out-of-warranty status without verification.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent collected model/serial and attempted to create a record, but failed to set expectations, manage the customer’s frustration, or provide a clear closure plan.
C2 Partially Met Confirmed understanding conf 91%
Agent used simple language but repeatedly misheard customer information (name, email), showing poor adaptation to communication needs despite customer’s irritation.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abandoned ownership by redirecting to self-service without attempting resolution, even basic best-effort steps for OOW devices.
O2 Partially Met Proactive follow-through conf 89%
Agent mentioned visiting support.linksys.com as a next step, but gave no timeline, follow-up, or actionable guidance beyond the URL.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the agent did not reach a point where escalation would be appropriate.
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 96%
Agent showed no empathy for customer’s situation (device unused for 8 months, needed for online classes) or frustration with repeated corrections.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace to match customer’s urgency and irritation; customer explicitly asked to 'get straight to the point' and felt ignored.
X3 Not Met Overall experience conf 94%
Customer had to repeat model number, name, and email multiple times due to agent’s mishearing, increasing effort unnecessarily.
Call Transcript13 turns · 13 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 registerpinksys.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. Sorry, that's not an available option. 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 one now. For out of warranty products, paid support may be available, depending on your issue. Please have your device's serial number and contact information ready. If
00:00
Speaker 1
Yes, for connecting. And I was calling about my my product that I have. My Nest Wi-Fi router. I'm having problems routing it. Yeah, it's not connecting for some reason to my my router, my Wi-Fi. And I did everything I'm supposed to do. Yes. Um, the model number is,
01:00
Speaker 2
Available, kindly call back later for out of warranty product, paid support option may be available depending on the issue. Thank you for calling linksys, this is Appie, how can I help you? Okay, so you're calling regarding, okay. So you're unable to connect app using your linksys router ma'am. Well, can I have first the model number and the serial number of your device please? Thank you.
01:00
Speaker 1
Okay. Which one is the OK, the model number is. hey, what's that say. I'll go. Zed. Oh. T. Okay. 26D 1604. okay, is that 818587?
02:00
Speaker 2
What's the serial number, ma'am? Okay, let me verify that, if I get it right. It's two six T as in David 16 0481 8587, correct? Okay, so,
02:00
Speaker 1
there's Sandra James yeah yes it's Sandra James no so it is [C-E-C-E] J-A-M-E-S 710 at gmail.com no no no no that's not it PC Jane PC Jane no why would I be saying T-S-E
03:00
Speaker 2
just check this serial number and while waiting, can I have your name ma'am? If you, can I just create a record? Cassandra? Cassandra James. Okay. And your email address. Let me verify that if I get it right. That's P E T A T. T as in Tom E T A. Okay. Oh, sorry, TE, is it T as in Tom E C E?
03:00
Speaker 1
CC.
04:00
Speaker 2
Oh, CC. Okay, I'm sorry. C-E-C-E. Okay, so c-c-jane-7-1-0-gmail.com. Okay, sorry. Yeah, you're kind of cutting out there. So, um, your Internet service provider mail is, is it Spectrum? I see. Okay. Yeah, it could be right now that your uh router, the uh the one from Linksys is uh not communicating with their modem. That's why you're having uh connectivity issue. So, how many uh Linksys devices do you have? The L-P-Z-R-L-1? Three. Okay.
04:00
Speaker 1
I haven't used it in a while because it stopped working, so I'm just now trying to get it to work so I can start on my online classes. The links. You talking about the links, what you mean? The router my home router. Oh, The links. Um, I said I haven't. So I haven't used it in like eight months. Right not at my new house. Uh, um, No, I don't have no receipt. It was a gift. Like, can you get straight to the point though? What does it like what? I've had it up the bottle. All year.
05:00
Speaker 2
How have long have been using this router? Yeah, like just an estimate, like how many years? The Lynksys. Yeah, the Lynksys router. You haven't using it for eight months. But, do you happen to, can you still remember when did you purchase it? Still have the receipt Okay. Yes, because uh, upon checking here in our system
05:00
Speaker 1
It was a gift. I wasn't calling about no warranty. Uh-huh. All I do is uh-huh. Mm. All I do is uh-huh. Mm.
06:00
Speaker 2
Ma'am, this router, VLP01, is already out of warranty. Okay, it's even one of our end of life routers. Yes, but just to set your expectation that for out of warranty devices, you're no longer covered for free technical support, okay? The uh technical support for this device already ended last august 2025. So what we can offer is our website. Yes, we do have a website though now. This is for free. The um that would be support.linksys.com so you can
06:00