V2 Rubric Detail — ac3da3e0-65bb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 17:33
Duration
6m 53s
Contact
Aron Modarressi
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133134
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WANTS TO CONFIGURE WI-FI SETTINGS.
⚠ Auto-Zero applied: Avoidance/Evasion – Agent avoided technical troubleshooting, provided factually incorrect information about OOW support eligibility, and redirected the customer to submit purchase proof instead of offering any configuration guidance, despite the issue being resolvable via standard web interface settings.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to address the customer's request to configure an MR7320 in static mode, incorrectly claimed no support is available for out-of-warranty devices, and avoided all technical engagement. No troubleshooting, accurate information, or empathetic communication was provided, resulting in a complete failure to resolve or progress the case.

V1 Case Analysis

Customer (Aaron) requested static LAN configuration on MR7320. Agent did not provide any configuration guidance, incorrectly stated live support is unavailable due to expired warranty, and failed to offer self-help resources. No troubleshooting performed.

Troubleshooting Steps
  • Collected basic contact information (name, phone, email).
  • Checked warranty status in system (out of warranty).
  • Requested proof of purchase for possible paid support.
Key Observations
  • Agent never addressed the static-mode configuration request despite clear customer description at [01:00].
  • Provided materially incorrect information: stated 'live support is no longer available' for out-of-warranty devices, which directly contradicts the universal_escalation_guide.md KB [05:00].
  • Failed to offer any self-help path (KB article, email with steps, chatbot) after customer declined the paid-support path, violating the adjacent_connecting_devices.md and universal_escalation_guide.md KBs.
  • No attempt to guide the customer to the router's web UI (http://192.168.1.1 or http://myrouter.local) for configuration, despite the MR7320 being covered under the velop_router_setup.md and ea_series_router_setup.md KBs.
  • Communication breakdown: long silences [02:00, 04:00], garbled speech [04:00], and no empathy or de-escalation when customer became upset [06:00].
  • Failed to confirm or clarify the customer's goal—configuring a local-only network—which is a valid and supported use case per the KB.
Positive Highlights
  • Collected customer name, phone number, and email address [02:00–03:00].
  • Attempted to set expectations regarding warranty status, though inaccurately communicated.
Agent Errors / Gaps
  • Failed to gather the router serial number, a required field for out-of-warranty support handling.
  • Did not provide any technical troubleshooting or configuration steps for the static-LAN request, despite the MR7320 supporting Access Point and Static IP modes as outlined in the velop_router_setup.md and ea_series_router_setup.md KBs.
  • Provided factually incorrect statement that 'live support is no longer available' for out-of-warranty devices, directly contradicting the universal_escalation_guide.md KB, which states out-of-warranty customers are eligible for paid support and basic triage [05:00].
  • Failed to offer any self-help resource (KB article, email with steps, chatbot) after customer expressed frustration and declined the paid-support path, violating the adjacent_connecting_devices.md and universal_escalation_guide.md KBs.
  • Poor communication: long silences [02:00, 04:00], garbled speech [04:00], and no empathy or de-escalation when customer became upset [06:00].
  • Did not confirm or clarify the customer's actual goal—setting up a local-only network—which is a valid use case and technically supported per the KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the static IP setup request; no solution or workaround provided for configuring the MR7320 in static mode without internet.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were taken—agent skipped diagnostic questions about current settings, firmware, or configuration attempts.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated live support is unavailable due to OOW status, violating the OOW best-effort policy requiring troubleshooting even for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify root cause of static mode issue—no questions asked about router interface, IP settings, or prior successful configuration method.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote access, web UI guidance); issue could have been addressed via http://myrouter.local but agent never directed customer there.
T3 Not Met No misinformation conf 97%
Agent claimed live support is unavailable for OOW devices, which contradicts official guidance—OOW devices still receive best-effort troubleshooting.
Communication
C1 Not Met Clear & professional language conf 94%
Agent lost control of call—failed to frame interaction, stuck to script, and did not redirect after customer frustration or re-engage on technical path.
C2 Not Met Confirmed understanding conf 93%
Communication remained generic and unadapted—agent used rigid warranty script despite customer’s clear technical request and growing frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abandoned ownership by shifting focus to receipt submission instead of attempting to assist with the configuration issue.
O2 Partially Met Proactive follow-through conf 89%
Agent mentioned sending an email and requesting a receipt photo but gave no timeline or confirmation of follow-up action.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue was within L1 scope and could have been resolved with proper guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed minimal empathy—brief apology for audio issues but ignored customer’s expressed frustration and technical urgency.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt tone or pace to customer’s escalating frustration or technical level—remained on a compliance-driven script.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by demanding a receipt screenshot instead of providing immediate self-help steps for static IP setup.
Call Transcript14 turns · 14 lines
Speaker 1
yeah, I have a um, it's a mr, seven, three, and two
00:00
Speaker 2
Welcome to Lincsus 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. lincsus.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 our warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Lincsus. This is Regina. How can I help you today?
00:00
Speaker 1
is I'm looking to set up in a static mode so that it will operate oh, shit. Can you hear me? Can you hear me better now? Okay. Sorry about that um I have a uh MR 73 20 router and I'm trying to set it up in a static configuration so that um with no internet um so that'll just have a flashing uh uh red status and I can't seem to do that. I've done it before on one of these routers, but I can't do it again. I can't remember what I did differently.
01:00
Speaker 2
okay, sorry. I do really apologize for the inconvenience here, but I can I cannot hear your voice clearly in my end. Okay. go ahead. Yes. and.
01:00
Speaker 1
No. Yeah. Yeah, it's Aaron Modercisesi. M-O-D-a-R-e-S-I. Yeah. Uh, 5-1-3, 2-3-7, 0-1-3-8.
02:00
Speaker 2
Okay, but is this your first time contacting us for support? And are you calling from United States sir? May I know your first name and last name? Okay, so your first name is Aaron, A-R-O-N, and your last name sir? Okay, so it's M-O-D-A-R-R-E-S-S-I, and your call back number. Okay, so let me just confirm your call back number [silence]
02:00
Speaker 1
yes. shows at TNT sound.com S-H-O-W-S at TNT S-O-U-N-D.com. yes. It is three seven T one zero M as in Mary two nine a as in apple zero one zero eight
03:00
Speaker 2
513-2370-138. And your email? Can you spell it for me? Okay, so it's Chavez at TNT sound.com. Can you please provide the serial number of your links up router?
03:00
Speaker 1
Victoria. 0 zero. Yep. I don't have internet. No, I'm not using this to connect to the internet. I'm using this as a local area network wireless connection. Yep. That's why I'm calling you because I need help.
04:00
Speaker 2
set fd tom one zero m4 Michael 29 a4 alpha 0 1 0 8 0. [silence] ity you already gathered your and who is your by the way hill who is your internet service provider? [silence] you recently have any internet service provider? [silence] But made a reason. [silence] there's a local area wireless connection. [silence]
04:00
Speaker 1
I looked at the website. It says you end service providing this on the December 31st of this year, which is why I called. [silence]
05:00
Speaker 2
Okay. Now, before we proceed, sir, I really need to set the expectation also regarding of the warranty status of your Linksys router. Okay, so it indicates in our system that this device is no longer under warranty, and I really apologize that live support is no longer available. However, to assist you further, the device itself, it doesn't mean that the device is no longer functioning. But for the warranty support, it's all about a live support.
05:00
Speaker 1
like, like this week. Yeah. okay. So we bought this online, you, you can order this online from Amazon, right now. Yep. Man, you're just a fucking trash company, go fuck yourself.
06:00
Speaker 2
which is not given by the agent or the technician once it's already out of warranty. So, where did you or when did you purchase your Linksys router? Do you have a receipt? So, what I'm going to do is to send you a message via email and can you attach a photo of your receipt or any proof of purchase? So, you ordered it from Amazon. Okay. All you need to do is to go to your account, do a screen shot, look for an invoice and do a screen shot of your receipt.
06:00