V2 Rubric Detail — a6af83aa-7199-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 20:00
Duration
11m 59s
Contact
Jill Carson
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134992
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_MR7350
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership3.57/5
Escalation5.00/5
Customer Exp0.00/5
Overall52.6% (+20.6)

V2 Grader Summary

The call ended with the customer still unable to complete setup or regain internet access. While the agent correctly identified warranty status and offered follow-up resources, troubleshooting was minimal and failed to resolve the core issue. Lack of empathy, poor adaptation to customer distress, and no tool use resulted in a poor experience despite ownership being maintained.

V1 Case Analysis

Customer unable to complete MR7350 setup due to password rejection. Agent incorrectly cited support.links.com, failed to troubleshoot, and prematurely offered paid support. No valid resolution path provided.

Troubleshooting Steps
  • Collected customer name, email, phone, and ticket reference (LT00134999).
  • Confirmed device model (MR7350) and warranty status (out of warranty).
  • Suggested that copy-paste may add extra spaces causing the password to be rejected.
  • Offered to send a video tutorial via email.
  • Provided incorrect support URL (support.links.com).
Key Observations
  • Agent provided an invalid support URL (support.links.com) at [11:00], which is not a Linksys domain and could mislead the customer.
  • No actual troubleshooting was performed — agent did not guide customer to manually enter password, check for extra spaces, or perform a factory reset.
  • Agent prematurely offered paid support at [08:00] without exhausting free self-help steps appropriate for out-of-warranty customers.
  • Agent failed to acknowledge customer frustration or provide empathetic communication.
  • Call ended without confirming if the customer could access the setup page or proceed with manual entry.
Positive Highlights
  • Correctly identified the device model (MR7350) from customer description.
  • Collected customer contact information (name, email, phone) and referenced prior ticket (LT00134999).
  • Recognized that copy-paste could introduce extra spaces — a valid technical insight ([08:00]).
  • Offered to send a video tutorial via email, which could provide some self-help value.
Agent Errors / Gaps
  • Provided incorrect and unsafe support URL (support.links.com) — contradicts KB and poses risk to customer.
  • Failed to guide customer through basic password troubleshooting (manual entry, checking for spaces, factory reset).
  • Did not verify if customer could access the router's local web interface or connect to the default SSID.
  • Prematurely offered paid support without first providing actionable self-help steps.
  • Did not acknowledge customer's frustration or summarize next steps clearly.
  • Failed to collect or confirm serial number despite it being requested in IVR and relevant for out-of-warranty support eligibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer was unable to complete setup due to password mismatch and could not regain internet; issue remained unresolved by call end.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent suggested copy-paste may introduce spaces — a valid troubleshooting step — but did not guide through manual entry, spot-check the sticker, or verify extender mode.
R3 Met Correct resolution path conf 90%
Agent correctly identified MR7350 as out-of-warranty and offered paid support while still attempting troubleshooting, aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (password mismatch) and proposed a plausible cause (extra spaces), but did not verify router state or explore other causes like incorrect network selection.
T2 Not Met Appropriate tools / resources used conf 90%
No use of diagnostic tools (e.g., remote session, admin UI, logs) to confirm password or extender status, despite customer being stuck in setup mode.
T3 Met No misinformation conf 95%
Suggestion that copy-paste can add spaces is technically accurate; out-of-warranty status and support options were correctly communicated.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent gathered customer info and referenced prior support, but failed to set clear expectations or manage multiple long silences effectively.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not confirm understanding or adapt to customer’s visible frustration and confusion during setup attempts.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on the call, did not transfer, and offered follow-up email, demonstrating ownership despite OOW status.
O2 Partially Met Proactive follow-through conf 80%
Agent promised to send an email but did not specify when or what it would contain, leaving next steps vague.
O3 Partially Met Closure confirmation conf 75%
Agent retrieved customer name and email but did not reference prior steps from the technician’s email or ticket history.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Decision not to escalate was appropriate — password setup issue is within L1 scope and not a confirmed hardware fault.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted at this stage.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration, repeated effort, or inconvenience; tone remained neutral and transactional.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust pace or tone to match customer’s stress; customer expressed confusion and effort but received no empathetic or adaptive response.
X3 Not Met Overall experience conf 90%
Customer had to repeat device details and re-attempt copy-paste multiple times; agent could have guided manual entry to reduce effort.
Call Transcript23 turns · 23 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 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. 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 Carla. How may I help you?
00:00
Speaker 1
Okay. Um, I called a few minutes ago and she sent me an email to try to restart my my um router extender and and the password keeps saying that it's not, it doesn't match and I copied and pasted it from a picture that I took of it. And now I can't get back to my original um uh, like my my my link for the other, for the, for my internet. So I can't, I can't get out of your trying to reset it and get back just to my internet. Can you stop it or something? [silence]
01:00
Speaker 2
I'm yes!. Hmm. Okay. Hmm. Hmm, uh huh. One belly. Uh huh. I got one. Um, okay. Okay. All right. Okay. Hi. So um So you lost internet connection on your Langston router and the prev. technician sent you an email on how to reset and then reconfigure, correct?
01:00
Speaker 1
She did. And so I go through step one and when it says to put in the password, I copied and pasted it from the sticker on the bottom of the extender which is right under the password that she sent me. And it's not it says it's it's not right so I can't proceed and I can't get back to my regular Wi-Fi. It's like, oh, well, okay. Let's see if there's anything on the email she sent me with the. I don't know that there is. Let's see. Tech support. Yeah. The reply number she put was LT 00134999 3275Response Number 3275 and the guy did that. Response Number 3275 3275.
02:00
Speaker 2
Okay. Uh-huh. Okay. Okay. Um, before we continue, do you have a ticket number or um, um, so that I can pull up your record? Or how about just your phone number? Okay, go ahead.
02:00
Speaker 1
Sure yes two two zero seven Purple Well no wait a minute wait a minute uh red went yeah it's solid purple it went to that purple like it said it would I don't know I'm assuming [silence]
03:00
Speaker 2
Okay, thank you. All right, let me just check your record. Um, alright, it's um, Ander, Ms Jill Carson. And then email address is jcarson59 at yahoo.com. And then your phone number is um, 336-270-911. Not the zero zero seven, okay. And by the way, um, what is the color of the light on your router right now? The one that's purple. Okay, purple. Okay, you have there now, um, what we call dust, um, you already reset the router, right? [silence] Okay.
03:00
Speaker 1
I don't know exactly what I should Yes. So, yes. I successfully got through step one. Then, when I got to step two, from the sticker it says to get the password, and the password didn't match. So, I can't go to the next step. I copied and pasted it. So, there's no question that it's right. I even double checked it to look. And it's the same thing that's on the bottom of the router. So, now it's an inconvenience in me because I can't get back to De Soto place, which is my address. My email or my Wi-Fi address.
04:00
Speaker 2
Did you press the reset button at the back of the router? Because as I check it here. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Make sure you tap in there correctly, ma'am, because... Mm-hmm. Mm-hmm. Okay, because if... You're just connected.
04:00
Speaker 1
Let's see, hang on, I'll tell you. It's coming up. It's link set, its link says setup 593. Which is the exact thing that it says on the bottom of my router. I'm doing it on my phone. Yes.
05:00
Speaker 2
being using the default settings, ma'am. You should like you're able to connect it because that's the one that's the bottom of your router. The name of the link of the network right now, is it Vetusetup or is it the Linksys 0 0 1 12? Okay. Then you try to connect again. Is it on your laptop or desktop? Okay, um, this is iPhone, right? Okay, when you tried to connect again, ma'am and then
05:00
Speaker 1
so if I do that and I paste it and go okay so let me try to type it in just a minute I gotta go back and forth to the picture let's see CBD0 I'm gonna have to write it down it's not gonna let me go back and forth thank you for your help I'm sorry it's not working
06:00
Speaker 2
use the password that's at the bottom of the router.
06:00
Speaker 1
[silence]
07:00
Speaker 2
[silence]
07:00
Speaker 1
Okay. Right. Right. Well, I guess I'll try, though.
08:00
Speaker 2
It's not yet set up. It's about to set up the router, okay? And um, that means, since you can't connect now, so that means um, the uh, the Wi-Fi settings on the router is just the same at the bottom. So it might be earlier when you tried to tap in there, when you do the copy paste, sometimes it will, um, when you do the copy paste, it will add additional space. That's why it will, um, let's say it will say invalid, okay? So, um, right now, ma'am, um, your device, the MR7350 and you're already aware that this is out of warranty, right? And complimentary phone support is no longer available. Would you like to proceed with our paid connect service, ma'am, or would you like to continue with the troubleshooting that you have, following the instructions that was provided? [silence]
08:00
Speaker 1
the router's and try to complete the setup that was provided, but if I'm not able to get through it, will this stay on my in my system thing, so I can get, I want to get back to my Spectrum internet through the router that I have if I can't do this? Connect your computer to the, it says, connect your computer to the router's default Wi-Fi network which I did. Router sticker, I did the password. Open web browser. Okay, I'll just, I'll keep trying then, I'll go through these steps. Thank you.
09:00
Speaker 2
uh huh uh hun uh hun Okay. Okay, I'll also send you an um an e-mail uh also ma'am. It's like uh send you with a link to a video
09:00
Speaker 1
[KEEP_UNCERTAIN] Is it different than what she sent me? But if I, if I'm able, I'm sorry. But if I'm able to finish her steps then I don't have to do yours, right? If I'm able to get through her steps. Okay. [silence]
10:00
Speaker 2
[KEEP_UNCERTAIN] That also you can follow on how to configure the settings of your router. Okay?
10:00
Speaker 1
Mm-hmm. Okay, alrighty. Okay, alright. Thank you. Karsa. There's no end. Alright, thank you. Bye-bye. [silence]
11:00
Speaker 2
Okay. Okay. already sent it to your email, okay? Okay. The email address is J. Carso or is it Car Son? I just know that, okay? All right. Okay. So just you imagine if your email makes a what item then you send it to you can check that out first. then check which one is easier for you to file, okay? And can also use our AI tool. It can be found on our website, that is support.links.com. Okay? So, thank you for calling links, ma'am. This is Carla and have a great day to you. You're welcome. Goodbye. But I don't want to play with
11:00