V2 Rubric Detail — ac3240c8-6353-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 16:04
Duration
12m 28s
Contact
Jim Kay
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132611
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR8300 reconfiguration
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to provide free troubleshooting for an out-of-warranty device and only offered paid support or an email, violating the OOW best-effort standard which requires genuine troubleshooting attempts regardless of warranty status.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership2.50/5
EscalationN/A
Customer Exp1.43/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent identified the model and warranty status but failed to perform any troubleshooting for the red LED issue, instead immediately defaulting to paid support. No diagnostic process, empathy, or ownership was demonstrated, resulting in an unresolved case and a critical failure due to avoidance of best-effort support for an out-of-warranty device.

V1 Case Analysis

Customer reported red LEDs on two MR8300 routers with no Wi-Fi. Agent confirmed out-of-warranty status (expired 2019), misstated product count, and offered only paid support or email with generic steps. No troubleshooting performed despite clear hardware fault indicators.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent pronounced 'Linksys' as 'Lynxis' throughout, creating brand confusion.
  • No troubleshooting performed despite red LEDs (KB indicates hardware/connection fault requiring reset/power cycle).
  • Agent misstated customer had one router when customer explicitly said 'I have two of them'.
  • Incorrect serial number transcription ('is in Vicki' for '1V').
  • No case number created, violating protocol.
  • Paid support offered without attempting any KB-recommended steps for red LED scenarios.
Positive Highlights
  • Accurately communicated warranty expiration date (2019) and policy context.
Agent Errors / Gaps
  • Failed to perform basic hardware fault diagnostics (power cycle, LED interpretation, WAN check) despite red LEDs being a clear KB indicator of hardware/connection issues.
  • Misrepresented customer's setup by claiming 'you only have one Linksys router' when customer explicitly stated two.
  • Incorrectly transcribed serial number from phonetic spelling.
  • Refused live support based solely on warranty status without offering any KB-backed self-help steps for red LED scenarios.
  • Did not create or reference a HappyFox case, violating case management protocol.
  • Used incorrect branding ('Lynxis') repeatedly, undermining professionalism.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the red-light issue; only offered email steps or paid support without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., power cycle, firmware check) were attempted before deferring to paid support or email.
R3 Not Met Correct resolution path conf 96%
Despite the router being out of warranty, agent failed to provide best-effort troubleshooting as required; immediately defaulted to paid support only.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask relevant diagnostic questions (e.g., when lights turned red, recent changes) or attempt to identify root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools (e.g., KB articles, LED status guide, reboot procedure) even though issue was within L1 scope and resolvable with basic steps.
T3 Met No misinformation conf 93%
Agent correctly stated warranty expired in 2019 and that paid support is an option — factually accurate per policy.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure, had long silences, no clear framing, and agent failed to maintain control or guide interaction.
C2 Not Met Confirmed understanding conf 93%
Agent used rigid script, did not adapt language, check understanding, or respond to customer’s frustration and urgency.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent did not transfer but also did not take ownership of troubleshooting; offered to send email but avoided direct problem-solving.
O2 Partially Met Proactive follow-through conf 88%
Agent committed to sending email with steps but provided no timeline or confirmation of follow-up, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and could have been addressed with basic troubleshooting.
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 failed to acknowledge customer’s frustration (e.g., 'Come on, man'), showed no empathy, and remained transactional.
X2 Not Met Tone & rapport conf 95%
Agent maintained monotonous, scripted tone without adjusting to customer’s pace or emotional state.
X3 Met Overall experience conf 92%
Agent collected serial, name, and email once and did not require repetition — minimal but effective effort reduction.
Call Transcript15 turns · 17 lines
Speaker 2
Welcome to LinxSys 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.linxsys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available. Please have your devices 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.
00:00
Speaker 1
[silence] Come on, man, thank you. Briefing, I'm on hold here. Aouepa. de faire de monter Yes, I was wondering if you could help me troubleshoot some things on my Wi-Fi.
03:00
Speaker 2
[silence] Thank you for calling Lynxis. This is Ice, how can I help you? Hello. I'm sorry to hear about that sir. May I know the serial number of your Lynxis router?
06:00
Speaker 1
two nine D is in Vicki, one one M is in Mary, two seven B is in boy, zero six one seven three here up here and I don't uh-oh two I have two of themuh huh
07:00
Speaker 2
All right. So your Linksys router is model M-R-8300. You only have M-R-8300. You only have one Linksys router, sir? No other So you have two M-R-8300 [silence]
07:00
Speaker 1
I think so. Jim, do you need the name on the on the router that I used? no? yeah. J. I.M. K. K-A-Y. yes. Uh-huh. Okay.
08:00
Speaker 2
connected to your modem and one wirelessly connected. All right. I'll create first a record for you, sir. May I know your name? No. Um, I I need your information. Uh, Jim? Is it, uh, your name's, uh, Jim? Jim? All right. And your last name, Jim. K-A-Y. K. Jim Kay. Thank you. Uh, what's your email address, Jim?
08:00
Speaker 1
J K S K h o m e at gmail.com.
09:00
Speaker 2
JK, SK, email. At Gmail. So your email address is JKSKigheden at Gmail.com. All right, thank you. Jim, who's your internet service provider? You mentioned that you have no Wi-Fi or... [ silence ]
09:00
Speaker 1
Uh, the red lights on both of them. No. No. Okay.
10:00
Speaker 2
Did you experience the power outage or an internet service interruption prior to having no message then since they're all showing a red status or light under led we may need to reconfigure or reconfigure your router. But before we proceed on that Jim I have to update you first on your products warranty status because upon checking on our system our record indicate that your links from product and model here is already out of warranty. It's warranty status expired last 18 2019 [silence]
10:00
Speaker 1
All right, we'll just forget it and I'll just get a new router, okay? Alright, thank you. Yeah, go ahead and send me an email.
11:00
Speaker 2
[silence] So therefore, I could not provide you all free voice or live technical support. But we do have paid support. If you apply for that, a paid connect service, I can walk you through the steps on how to reconfigure your router, but you're going to need to pay for that. Our GIM, we can also send you an email, which is free. I can send you the steps to your email address, so that you can uh do the reconfigure of your router. Would you like that? All right. I'll be sending you the troubleshooting steps guideline to your email address, Jim. So just check your email.
11:00
Speaker 1
Okay. Thank you. You too. Thank you very much. Bye bye. [silence]
12:00
Speaker 2
[silence] welcome. In case you have any issues, you can also go to our support site. We have an AI agent there or a chat support bot that can provide you some assistance. Okay? All right. Thank you for calling Ashley's team. Take care and have a great day. Good bye. You're welcome. Bye.
12:00