V2 Rubric Detail — a19a0aa0-6b56-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 20:45
Duration
7m 18s
Contact
Diana Jennings
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133973
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN lost 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.
⚠ Auto-Zero applied: Agent avoided the core issue by providing irrelevant solutions (website, paid service) for a non-Linksys device — constitutes Avoidance/Evasion (B).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to address the customer's actual problem — internet down on a TP-Link router — and instead offered generic steps, website articles, and a paid service unrelated to the device. No troubleshooting, technical accuracy, or ownership was demonstrated, resulting in a clear case of issue avoidance. The call ended without resolution or meaningful support.

V1 Case Analysis

Customer reported internet down on TP-Link Archer C7 (Wi-Fi works, no WAN). Agent misidentified device as Linksys MR-5500, performed no valid WAN diagnostics, and directed customer to support.linksys.com and paid Connect service. No resolution achieved.

Troubleshooting Steps
  • Advised power-cycle of router and modem
  • Collected serial number, phone number, and ISP information
  • Misidentified device as Linksys MR-5500
  • Offered support.linksys.com and paid Connect service
Key Observations
  • Agent misidentified customer's TP-Link Archer C7 as Linksys MR-5500 despite clear customer statements at call start.
  • No WAN diagnostics performed (e.g., no instruction to test internet at modem, check WAN settings, or log into router admin interface).
  • All guidance provided (Linksys KB articles, paid Connect service) was irrelevant to customer's non-Linksys device.
  • Agent referenced 'child nodes' and 'MR-5500' with no indication of mesh system or Linksys hardware, showing fundamental misunderstanding of customer setup.
  • Call ended without confirming resolution or providing concrete, actionable next steps relevant to customer's actual device.
Positive Highlights
  • Polite greeting and professional tone maintained throughout the call.
  • Collected customer contact information (name, phone, email) and serial number as requested by IVR.
Agent Errors / Gaps
  • Incorrect product identification: repeatedly referred to customer's TP-Link Archer C7 as Linksys MR-5500 despite explicit customer statements.
  • Failure to follow standard WAN troubleshooting flow: did not instruct customer to test internet directly at modem, check WAN port status, or log into router admin interface.
  • Provided irrelevant Linksys-specific instructions and KB guidance for a non-Linksys device, constituting technically inaccurate and operationally harmful advice.
  • Offered paid Connect service without verifying device eligibility for Linksys support, violating support eligibility protocol.
  • Ended call without confirming resolution or providing a concrete, actionable next step relevant to customer's TP-Link Archer C7.
  • Misunderstood customer topology: referenced 'child nodes' and 'MR-5500' with no evidence of mesh system or Linksys hardware.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
Agent did not resolve the issue; customer reported internet down on a TP-Link router, and agent offered no solution beyond power cycling and redirecting to website/paid service.
R2 Not Met Diagnostic thoroughness conf 100%
Agent repeated generic power-cycle steps but did not conduct meaningful troubleshooting (e.g., checking modem lights, WAN connection, or router admin page).
R3 Not Met Correct resolution path conf 100%
Agent offered paid support and KB articles for a TP-Link Archer C7, which is not a Linksys product — misapplying support path and failing to recognize out-of-scope device.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
No diagnostic process: agent failed to identify symptoms (e.g., modem vs. router issue), ask about LED states, or determine root cause.
T2 Not Met Appropriate tools / resources used conf 100%
No tools used — agent did not attempt remote access, check admin interface, or use logs, despite needing to verify connection status.
T3 Not Met No misinformation conf 100%
Agent provided inaccurate information by suggesting AI assistant and paid Connect service apply to a TP-Link router, which is not supported by Linksys.
Communication
C1 Not Met Clear & professional language conf 100%
Agent lacked call control: no clear framing, no structured troubleshooting, and abrupt ending without confirmation or resolution.
C2 Not Met Confirmed understanding conf 100%
Agent used generic script and did not adapt language or check understanding, despite customer expressing confusion and frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
Agent avoided ownership by redirecting to website and paid service instead of diagnosing or resolving the issue.
O2 Not Met Proactive follow-through conf 100%
No clear next steps or timeline provided; only suggestion was to visit support.linksys.com or pay for service.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue involved non-Linksys hardware.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
Agent showed no empathy or acknowledgment of customer frustration; remained procedural and detached.
X2 Not Met Tone & rapport conf 100%
Agent did not adjust tone or pace to match customer’s emotional state; communication remained scripted and disengaged.
X3 Not Met Overall experience conf 100%
Customer had to repeat serial number and other details; agent added unnecessary friction by promoting irrelevant services.
Call Transcript12 turns · 14 lines
Speaker 1
[silence] Hey, this is Diana Jennings. I thank you so much for answering. I changed my password on my L and [silence]
00:00
Speaker 2
Welcome back 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 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option, may be available, depending on the issue. Thank you for calling Linksys. This is Effie. How can I help you? Yes. My router which is a TP-Link Archer C7 has not been working. It gives good Wi-Fi access, but my internet connection that comes to the router is down. Please try unplugging the router. Press some buttons and plug it back in. I have already tried that and it doesn't seem to work. Unplug both your router and modem. Yes. And wait for two minutes. Okay. Your wireless router should be close to your wireless modem. Okay. Plug the router back in. Okay. Done. Okay. And you need to plug the wires, the power mains into the outlets and plug the modem back on. Okay. All right. Okay. Is that a different plug? Let me fix it real quick. Okay. We'll wait. Okay. No worries. Unplug the router and modem. Okay.[silence] Yes, ma'am. Okay. So after you change your, is it the Wi-Fi password? Oh, I see. Okay. So after you change the Wi-Fi settings, ma'am.
00:00
Speaker 1
Uh-huh. Uh-huh. Uh-huh. Yes. Yeah. Uh-huh. Uh... the serial number is 45K10M26C00350. I don't know if those are O's or zeroes or O's. Yes, go ahead. Okay. All right. O for a while. Uh-huh. Uh maybe five, maybe more than that. You know, time time flies.
02:00
Speaker 2
other nodes, theope of the client nodes got disconnected. Mawina is still is still working. Okay, so you have MR-5500 and can I have the serial number of the device, please, just try to look underneath it. [silence] Okay, so let me just check this. [silence] There are actually, zeros, ma'am. So. [silence] And how long have you been using this device? [silence] Like how many years, ma'am?
02:00
Speaker 1
Diana Jennings. Charles Jennings, 217 at iCloud.com. That's correct.
03:00
Speaker 2
Charles? [silence] Diana Jennings is that your name? My last name is Jennings. Diana Jennings. Okay. Can I please have your phone number? 317-296-4535. All right, that's 317-296-4535. Okay. And who is your internet provider? Ma'am? It's Cox. Okay. [silence] All right, Ma'am. So, uh, yes. So, since you've lost some connection on, uh, on your [silence]
03:00
Speaker 1
CHRIS HART: Three or four. Three or four. EILEEN SHOLTY: Four. CHRIS HART: Four, I have four. EILEEN SHOLTY: Hmm. Hmm. CHRIS HART: Okay. EILEEN SHOLTY: Oh. CHRIS HART: All right.
04:00
Speaker 2
[silence] Uh first of all we uh please provide during warranty which will start from the date of purchase. Today we are providing two different options if you want to ask for this service. first option is that you can visit our website So which is support.linksys.com and then check FAQs where you will have a different article, uh list of articles and how to add the child nodes as well um and we also have ai assistant at the bottom right where you can ask our ai agent how to add the child nodes using the mr. [REDACTED_PAYMENT_DIGITS] uh Mesh router. Second option is our paid Connect service which cost you price you $[REDACTED_PAYMENT_DIGITS] which is a one-time fee one-time payment of $[REDACTED_PAYMENT_DIGITS] and the service is good for [REDACTED_PAYMENT_DIGITS] minutes or 1 hour of troubleshooting and ma'am service could narrate valuable. If ever the device is deemed to be defective we can no longer um all the device to be replaced. So um how would you like us to proceed Miss Diana?
04:00
Speaker 1
My gosh to, to see if I can figure it out, I guess I've been trying for a while, so I'm not feeling too good about it, but can you show me where the AI direction is on it? I think I've got that open. I've got the smart wifi. Support. Okay, that's the one I have right now.
06:00
Speaker 2
okay sure no problem yeah the website is support the S U P P O R T yes support dot yeah support linksys.com yes that is the website okay and yeah don't you worry because I can also send Yes. Yes support.linksy.com that is right yes ma'am so you may try that website at the bottom right you would be able to see an AI agent so you may take advantage of that all right I'll
06:00
Speaker 1
OK, I'm not seeing it, but OK. Thank you.
07:00
Speaker 2
All right now. So, you can always give us a call back. Um, this is Epi again from Linksys. Thank you for calling. You do have a great day, man. Thank you.
07:00