V2 Rubric Detail — a8e03b80-6c0b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 18:21
Duration
6m 22s
Contact
Raed Maso
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134101
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

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
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall33.3% (-22.7)

V2 Grader Summary

The agent failed to perform any troubleshooting or technical diagnosis, offering only a paid service or article without attempting best-effort support. While the agent maintained ownership and clear next steps, the lack of empathy, adaptation, and technical engagement resulted in no progress toward resolution, classifying this as Unresolved.

V1 Case Analysis

Customer unable to connect mesh system after modem/router replacement. Device out of warranty; offered paid support ($15/hr) and promised email with article. No troubleshooting performed.

Troubleshooting Steps
  • Collected basic customer information (name, email, phone).
  • Checked warranty status in system.
Key Observations
  • Agent did not perform any diagnostic steps for the mesh connectivity issue despite the problem being within scope of standard troubleshooting.
  • Agent offered paid support without first attempting basic diagnostics such as checking WAN status, rebooting devices, or verifying physical connections.
  • Warranty status was correctly identified, but the agent mis-gendered the customer (used 'ma'am' and 'sir' inconsistently) and repeated the email incorrectly.
  • No verification of product model number was performed, which is critical for confirming compatibility and correct guidance.
Positive Highlights
  • Collected the customer's contact information and serial number accurately.
  • Correctly identified the device as out-of-warranty and explained support options.
  • Offered both paid support and a self-help article, giving the customer a choice.
Agent Errors / Gaps
  • Failed to attempt any troubleshooting for the reported mesh connectivity problem.
  • Did not verify the product model or serial number before proceeding.
  • Did not confirm that the issue was resolved before ending the call.
  • Mis-gendered the customer multiple times (used 'ma'am' at [04:00] and [06:00] despite customer identifying as male).
  • Repeated the customer's email incorrectly as 'Masso@GMAIL.COM' at [06:00] instead of 'masoma@gmail.com' as stated at [03:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue or provide any troubleshooting; only offered paid service or an article without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps were taken (e.g., no modem test, no router login, no speed test); agent skipped troubleshooting entirely.
R3 Not Met Correct resolution path conf 97%
Despite OOW status, agent offered no best-effort troubleshooting (e.g., factory reset, re-pairing nodes, checking bridge mode) before closing with paid option.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent repeated customer’s statement but asked no diagnostic questions (e.g., WAN status, LED colors, direct modem test) to identify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote access, KB lookup for model-specific steps, speed test, or router UI check) despite clear need for diagnostics.
T3 Partially Met No misinformation conf 92%
Warranty status and paid-service details were accurate, but no technical guidance (e.g., reconfiguration steps) was provided.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained call flow and presented options, but failed to set expectations about troubleshooting or explain why no free help was offered.
C2 Met Confirmed understanding conf 93%
Agent used simple language, repeated information (e.g., email confirmation), and avoided technical jargon, adapting to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the call, did not transfer, and offered two resolution paths (paid service or article), staying engaged to the end.
O2 Met Proactive follow-through conf 95%
Agent clearly stated the article would be sent 'right after this call,' providing a specific next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue remained at L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent never acknowledged customer’s frustration ('I can’t get my mesh system to connect') or expressed empathy for the situation.
X2 Not Met Tone & rapport conf 94%
Agent used a rigid, formal tone throughout without adjusting to customer’s casual style or checking comprehension of next steps.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number and email; agent did not leverage info already provided or streamline data collection.
Call Transcript14 turns · 14 lines
Speaker 1
[silence] Yes, ma'am. I uh replaced my router and my modem. And for some reason, I can't get my mesh system to connect. [silence]
00:00
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 product, please have your device's 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. Hey, they replaced my [right] [silence].
00:00
Speaker 1
Yes. That's correct. Uh, it's Spectrum. Yes, they did. [silence] Uh, I'm sorry, my uh, mesh system? Uh, 20j10c [silence] so small. Hold on one second please. Let me see if I can
01:00
Speaker 2
Okay. You replace the, I'm sorry sir, you replace the modem and the router, sir. Did I hear it right? Okay. Who is your internet, yes sir, who is your internet provider, sir? Spectrum, okay, so they provide you an updated modem, sir. Okay, may I have the serial number of your new Linksys? To repeat.
01:00
Speaker 1
6 1 7 0 1 0 1 0 six 1 0 six I have one, two, three, four, five Yes, mate. [silence] It's been a while. [silence]
02:00
Speaker 2
Sorry, six one seven. Okay, got it. Let me just check the exact unit and how many links it's notes you have there. Five notes. Okay. Um, when did you purchase this um new mash or [silence]
02:00
Speaker 1
Yes, 469556 2630. Uh, yes, uh, first name is Raed, R A E D. Last name is, M A S O M A S O masoma@gmail.com. Yes, Raed.
03:00
Speaker 2
Okay, got it. Thank you. I'll just need to check on the exact signature while we wait, may I have your phone number just in case we get disconnected? 216 330, how about your first and last name, sir? Okay, and your email address, sir? Atgmail.com. Thank you, sir. Okay. And Spectrum. Uh, it shows here, sir, that you have.
03:00
Speaker 1
Yes, ma'am. Yes, ma'am. I love them. [ silence ]
04:00
Speaker 2
Anyways, sir. This device, sir. Share of number you have provided, sir, is showing that it's already out of warranty. And you have this since 2017. And sir, unfortunately, sir, we are out of warranty devices. We can no longer provide free assistance. But I can offer you two options for this. We do have a paid service, sir. that is worth $15 for an hour of troubleshooting. In that way, I'll be able to walk you through with a step-by-step guide on how you can set this one up.
04:00
Speaker 1
Yes please. Let's do that one. Yes please. right, man. Thank you, ma'am.
05:00
Speaker 2
other option sir, if you don't want to avail the pre-rack service we also do have an article that I can send to your email sir for you to reconfigure this and connect or communicate this one or connect this one to your new modem. Okay. Second option sir, the article. Okay. Yes sir. I believe you already did this before but uh since this is a new modem sir what you need to do is just reconfigure uh this device. Anyways that's on the troubleshooting guide. Okay. Thank you sir and if you need further assistance we are open until 11:00 PM. You can just call us back sir if you need assistance over the phone we do have a paid service. Thank you sir, have a good day please stay safe and outside.
05:00
Speaker 1
yes yes ma'am thank you bye bye [silence]
06:00
Speaker 2
RIGHT AFTER THIS CALL.oh BY THE WAY Sir AGAIN YOUR EMAIL ADDRESS IS YOUR FIRST NAME Raed AND YOUR LAST NAME Masso@GMAIL.COM. Okay sir, THANK YOU SO MUCH FOR CONFIRMING Sir AND I WILL SEND THE EMAIL RIGHT AFTER THIS CALL. THANK YOU Sir, BYE BYE Sir.
06:00