V2 Rubric Detail — a73c18c8-636c-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 19:02
Duration
10m 21s
Contact
Tinti Roger
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Alvin Edio
HappyFox Case
#GI00123015
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Calling for D-Link Router
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect information: agent provided a hallucinated URL (support.lynksys.com) and incorrectly stated that no free support is available for out-of-warranty devices, violating KB policy on best-effort troubleshooting. This constitutes a critical failure in technical accuracy.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent identified the purple LED but failed to perform any troubleshooting or provide accurate information, instead offering a video link and paid service. Critical errors include providing an incorrect URL and misrepresenting support policy, resulting in no resolution and a failure to meet basic technical and communication standards.

V1 Case Analysis

Customer reports no internet; MX5500 shows solid purple LED. Agent confirmed out-of-warranty status, provided incorrect URL (support.lynksys.com), and offered video link or paid support without troubleshooting. No resolution confirmed.

Troubleshooting Steps
  • Collected device and account information
  • Verified out-of-warranty status
Key Observations
  • Agent failed to perform any basic troubleshooting (e.g., power cycle, WAN connection check, reset) despite clear symptom (solid purple LED indicating setup failure).
  • Provided invalid support URL 'support.lynksys.com' [07:00], which is not a legitimate Linksys domain — a serious accuracy and safety issue.
  • Prematurely escalated to paid support without attempting free, safe, basic triage steps appropriate even for out-of-warranty devices.
  • Misidentified customer gender ('ma'am') multiple times despite name 'Roger' and male-associated details.
  • No validation of whether the video link resolved the issue; call ended with open loop.
Positive Highlights
  • Accurately captured model number, serial number, and contact details [01:00–02:00].
  • Provided a valid ticket number (LTS 0013-264-5) for future reference [09:00].
Agent Errors / Gaps
  • Provided incorrect and unsafe support URL: 'support.lynksys.com' [07:00] — not a valid Linksys domain.
  • No technical troubleshooting performed despite clear lack of internet and known LED state (solid purple = setup required).
  • Offered paid support before confirming basic connectivity or performing model-appropriate setup steps.
  • Repeatedly referred to male customer as 'ma'am' despite name and context indicating male identity.
  • Failed to confirm resolution or validate next steps before closing the call.
  • Did not mention or attempt standard setup recovery steps such as power cycling, checking WAN cable, or using the Linksys app for reconfiguration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any technical outcome; only offered external resources and a paid service without performing setup.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were taken (e.g., power cycle, checking local UI, verifying cable connections); agent immediately pivoted to support options after identifying the purple LED.
R3 Not Met Correct resolution path conf 96%
Despite OOW status, agent failed to provide best-effort troubleshooting (e.g., guiding through setup wizard, checking myrouter.local); instead redirected to AI tool and paid service as first response.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent correctly identified the purple LED as indicating unconfigured state, but asked no follow-up diagnostic questions (e.g., cable check, modem status, prior setup attempts).
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not guide customer to access http://myrouter.local or https://192.168.1.1, which is standard for resolving unconfigured router states.
T3 Not Met No misinformation conf 97%
Agent provided incorrect URL 'support.lynksys.com' (should be support.linksys.com); also misrepresented support policy by implying no free assistance is available for OOW devices, contradicting KB guidance on best-effort troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent collected information and provided a ticket number, but lost control by not guiding toward resolution and allowing long silences; interaction was reactive, not proactive.
C2 Partially Met Confirmed understanding conf 82%
Agent used simple language but failed to confirm customer understanding of options; did not adapt to customer’s apparent confusion or repeated prompts.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent stayed on the call and created a ticket, but did not take ownership of resolving the issue — instead outsourced it to video or paid service.
O2 Met Proactive follow-through conf 94%
Agent set clear next steps: email with video link within 5–10 minutes, provided ticket number (LTS 0013-264-5), and gave contact method.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was basic setup, resolvable at L1 with proper guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — agent should have resolved locally.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
No acknowledgment of customer frustration or inconvenience; no empathetic statements despite repeated connectivity issues and confusion.
X2 Not Met Tone & rapport conf 91%
Agent maintained a transactional tone, did not match customer’s pace, and allowed multiple silences without engagement or reassurance.
X3 Not Met Overall experience conf 95%
Customer was forced to wait for an external email and potentially pay for help; agent could have guided through setup immediately, reducing effort.
Call Transcript16 turns · 19 lines
Speaker 1
I'm no I'm not okay okay yes I'm having trouble uh connecting to my internet and Wi-Fi here in the house Excuse me. It was working before. Model number is MX5500. 43k10M23B13462. Same one. Yes.
00:00
Speaker 2
Is this working before NIM or first time to connect. First time to connect? Okay. NIM, before we continue, let me just um, create a record for this. Can you have the model number and serial number of your Lennox device? Serial number? Okay, how about serial number. Okay, let me just check if I got it correctly. Four three, K for kilo, one zero, M for Mary, two three. And then is it C for charlie? And then one, three, four, six, two. Okay. Right. And who is your [silence] internet provider? Director. Who's your internet provider? Internet provider? Bell. [silence] Bell? B for boy. Okay, Bell. [silence] Okay, next thing is let's check your battery charge status.
01:00
Speaker 1
yes I one two six nine four zero one four three yes uh it under um Roger Salazar Rogelio Salazar Roger or Rogelio I don't know um Spanish or um I said Roger Salazar R S Salazar 81 and gmail.com.
02:00
Speaker 2
okay internet provider okay cancel also your phone number ma'am mm-hmm again 5126940143 all right and how about your first name and last name roger right okay okay and how about the email address okay so let me just check if I got the correct email address [silence] and if there's any other information you need you can always contact me using the above contact details that I've just given you googoo bye
02:00
Speaker 1
Yes. Yes. But I like trying to connect it and it says I connect and then says I should need it not internet bad. Yes. I already caught spectrum and they said the the box is working. Right now I'm on the.
03:00
Speaker 2
So that's r for Robert and then s for sugar and then last name Salazar, 81 at gmail.com, okay. And your main concern right now is you don't have internet connection on your router. Connected but no internet. Okay. So the one that you are trying to connect is that a phone, a tablet.
03:00
Speaker 1
um laptop the phone that I'm trying to it doesn't it doesn't like then me in less doesn't let me do nothing um there laptop is are like then it's not connected other way so it'll say action needed no internet two uh the color is um
04:00
Speaker 2
okay, so on your laptop, um is not connected as well, okay. By the way, ma'am, um, I'm just verifying, how many wireless routers do you have? Or how many nodes? What is the color of the light on your nodes right now? What's the color on the light? Yes. [silence]
04:00
Speaker 1
Yeah, I know. Yes. yes. yes.
05:00
Speaker 2
That's on the router connected to the um modem, right? And again, the light is um purple. Okay. So, based on the light right now, ma'am, on your router, it shows purple. That means that the router is not set up. Okay. To receive internet connection from the um cable modem from Spectrum. Okay, so it's like, um, the router, it's kind of like out of the box settings. Like, there's no configuration that was set up on it. Weren't do you like uh did you reset this router, ma'am? Before you lost internet connection? Uh huh. Because if you do reset the
05:00
Speaker 1
Okay. Yes. [silence] You're welcome.
06:00
Speaker 2
On the router, you lost its configuration. So what we're going going to do next is we are going to like configure the settings on your router so that it will receive internet connection from your cable modem. Okay? All right. So again, the light is purple, right? Okay. So ma'am, before we start for any troubleshooting, let me just inform you about the status of your router. It shows it here on our record that your router, the MX5500 is already out of warranty. Okay? And if the device is already out of warranty, complimentary phone support is no longer available. Right? But you don't need to worry about it, ma'am. We do have options for out of warranty Linksys device. Okay? Our first option Is you can take advantage of our AI tool that can be found on our website and that is support.lynksys.com, right? And then our second option is I can send you a link to a video that will can follow the instruction on how to reconfigure the settings of this router, okay? And our third option is I can walk you through step by step on how to reconfigure this router, okay? We have this paid connect service. This is a one-time non-refundable technical support that will last up to 60 min. And that will cost you $15, okay? With this option ma'am, there's no guarantee that device is will able to fix the issue. And in any case, after troubleshooting, the device is defective. There will be no refund.
06:00
Speaker 1
Submit the link. [silence] Yes. [silence] About you say you can send it through the email. [silence] Okay. [silence] [silence] Yes.
08:00
Speaker 2
[silence] Or replacement. Okay? So which option would you like to proceed madam? You might like the video link to follow the instruction. [silence] Yes, ma'am? Okay. So just [silence] give me like five to ten minutes after our end the call. So that I can send you the the email or link. Okay? So again, that would be on rszar81@gmal.com. Correct? Okay. So I'll send you the um link to the email. Okay? To your email so that you can just run or play the video and follow the instructions. Okay?
08:00
Speaker 1
Okay. Okay. The link is what excuse me. [silence]
09:00
Speaker 2
All right. And I'm going to give you a ticket number. In any case, you need our assistance, step-by-step assistance, and you can um give us a call then give this ticket number. Okay. Your ticket number is LTS 0013-264-5. Okay. All right. So again, ma'am the website you can check, um that is support.linksys.com. Okay. So no ma'am, if you want to use our A.I. tool, you can go to support.linksys.com. And for the video link ma'am, I am going to send it to the email that you provided. Okay? Right? So um Thank you for calling Linksys, ma'am. This is Carla. Bye for now. Just wait for the email, okay? Okay. Have a great day. All right, ma'am. Goodbye.
09:00