V2 Rubric Detail — b036fb90-6075-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 00:30
Duration
8m 48s
Contact
Chieu Trac
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132343
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR20EC_Reconfiguration of the router
⚠ Auto-Zero applied: Avoidance/Evasion — agent incorrectly declared support unavailable due to out-of-warranty status and offered paid service without attempting any troubleshooting, violating the OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership3.93/5
EscalationN/A
Customer Exp0.71/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to provide accurate support guidance by incorrectly stating that out-of-warranty devices receive no assistance, contrary to Linksys policy. No troubleshooting was performed despite the issue being a common setup failure with documented resolution paths. The interaction resulted in no resolution and demonstrated avoidance of standard support obligations.

V1 Case Analysis

Customer unable to set up MR20EC after moving; router shows purple LED. Out of warranty. Offered paid support and emailed setup guide.

Troubleshooting Steps
  • Collected serial number and provider information
  • Confirmed out‑of‑warranty status
  • Offered paid support and emailed setup instructions
Key Observations
  • Agent did not attempt any technical troubleshooting before offering paid support.
  • Provided an incorrect URL (supportLinksy.com) and made a false guarantee about the paid support fixing the issue.
  • Clear warranty status was identified, but the call ended without a technical fix.
Positive Highlights
  • Collected customer contact information and serial number.
  • Identified and communicated out‑of‑warranty status clearly.
  • Offered multiple self‑service options and a paid‑support path.
Agent Errors / Gaps
  • Skipped essential troubleshooting steps (reset, manual setup) for a router‑setup issue.
  • Gave an inaccurate support URL and guaranteed a paid fix.
  • Failed to verify the router model correctly before proceeding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered paid support but did not resolve the setup issue or guide the customer through completion; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting steps were performed beyond noting the purple LED; agent skipped diagnostic questions and moved directly to paid options.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated that support is no longer available for out-of-warranty devices, violating the OOW best-effort standard which requires troubleshooting even when warranty has expired.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify specific symptoms or ask targeted questions about setup method, app behavior, or network environment; no logical diagnostic process followed.
T2 Not Met Appropriate tools / resources used conf 85%
Agent did not use any tools (e.g., KB articles, admin UI guidance, setup checklist) to assist with the setup despite the issue being resolvable via documented procedures.
T3 Not Met No misinformation conf 95%
Agent provided materially inaccurate information: claimed support is unavailable for out-of-warranty devices, contradicting KB policy that mandates best-effort troubleshooting regardless of warranty status.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent collected information and set an expectation about sending an email, but failed to guide the customer through immediate next steps for setup.
C2 Partially Met Confirmed understanding conf 80%
Agent used understandable language but failed to adapt to customer confusion or confirm understanding of setup status and options.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent did not transfer the call and created a case record, but avoided ownership by offering paid support instead of providing standard troubleshooting.
O2 Met Proactive follow-through conf 95%
Agent clearly stated they would send setup instructions via email within 5–10 minutes, providing a specific timeline and action.
O3 Met Closure confirmation conf 90%
Agent referenced prior customer history (C-Trac, email, Spectrum ISP), avoiding repetition of previously collected data.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy for customer frustration during relocation and setup failure; interaction was transactional and lacked acknowledgment of effort or difficulty.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust tone or pacing to match customer’s disjointed speech or apparent confusion; failed to engage or check comprehension during critical moments.
X3 Partially Met Overall experience conf 80%
Agent avoided re-asking known information but increased customer effort by redirecting to paid support instead of resolving the issue directly.
Call Transcript18 turns · 18 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to Lynxus 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.lincksis.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 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. Thank you for calling Lynxus. This is Karyl. How may I help you?
00:00
Speaker 1
I don't know how long makes maybe less than a year. But uh uh before moving my house location. I'm in Texas. So I'm moving to California. But now I try to shut it up. I look like I reset the factory reset stuff. I don't look like it just can find saying hey couldn't find my router. Right, right. Nice looking.
01:00
Speaker 2
O. okay. So like um you are trying to um set up this MR20EC to a new location, correct? Okay. Um are you using the speaker mode of your phone? Because um the line is not clear.
01:00
Speaker 1
How about know, can you hear me better? I fix this up before working in Texas, like I say I moved to California, so I took it with me. Sure, uh, serial number is 5 HU 1 0M 1 8 C 0 4 6 31
02:00
Speaker 2
uh yeah much better um let me just create a record for this have you got linked just before you or is this the first time? okay. Mhm all right so let me just create a record for this um can you have the um serial number of the MR20 EC? uh let me check if I.
02:00
Speaker 1
[silence] I Yeah, I think it's correct. Uh spectrum 415747 1938 Yes
03:00
Speaker 2
I got it correctly. That's 50, U for umbrella, 10, M for Mary, 18, C for Charlie, 04631. Did I get it right? Okay. All right. And who's your internet provider? All right, can I have also your phone number, sir? Uh-huh. Okay. All right, thank you. Let me just try to pull up your Rap previous record. Is it under C-Trac and email address is c_trac@hotmail.com. And again, internet provider Spectrum. And you're trying to do a service call. All right, the spam report is still here.
03:00
Speaker 1
Right. I'm sorry. Try what? try to reset the router. Yeah, I try on the on the um. linksys app on my phone. So looks like following the instructions and then when the light tr turns blue and uh and then you know it's working it says
04:00
Speaker 2
Tell, uh, have you tried, uh, the, trying to set this up? How did you set it up? Uh, no, sir. Um, have you tried, uh, doing the reconfiguration? Like, did you like, um, like reset the, run the setup? Oh, what troubleshooting so far did you, um, uh, check on the router? Did you run the, um, mm-hmm, mm-hmm, yes. Mm-hmm, mm-hmm, uh-huh.
04:00
Speaker 1
hte it thumbnail for a few times it never found it so i just almost reset a choice but still doesn't work but now you know what now the light is in purple is that waiting for the setup in a flight.
05:00
Speaker 2
Uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay, so it shows that it is purple, that means the router is ready for setup, okay? So, might be during the set up with your app, it did not like properly set it up. So, the next step that we're going to do is for manual setup on this router, okay? But before we um continue, sir. Let me just inform you about the status of your MR20 E. Uhm it showed it here in our record that this router is already out of warranty and if the device is already out of warranty, sir, um it's the complimentary
05:00
Speaker 1
Oh, I see. Okay. Okay. that's that's great. Yeah. Can you do that? Yeah. I think, yeah, yeah.
06:00
Speaker 2
Support is no longer available. Okay? But you don't need to, you don't need to worry, we do have different um options for out of warranty linksys devices. Okay? Uh our first option is um you can take advantage of our AI tool that's been provided uh on our website, and that is supportLinksy.com. Okay? And then our second option is I can send you an email. Okay, with a video link, right on how to um set up this router. Okay. And our third option is Mhm and our third option. Yes sir. But we have also another we have also another option. This is our paid connect. Um this is a one time support non-refundable where we can walk you through on how to set up your um router and the
06:00
Speaker 1
How much? Fifteen. Yeah, one five? Yeah, one five. Yeah, I think, then, let, let do that, do the uh fifteen minutes so you can do it. But but you, you're not, you're not guaranteed it's gonna work. Okay, the, the mint. Still that uh, I tell you what, looks like it's getting purple is good now. I'll call you back if I needed eat. Please send me the
07:00
Speaker 2
troubleshooting is up to 60 minutes and that will cost you for $15, okay? So, which option would you like to proceed with, sir? 15, sir. 1-f- yes, yes sir. one time is yeah, 15. 15. unton, um, $15 for 60 minutes of troubleshooting? Yes, sir, it's still guaranteed that it will fix the issue. And after the troubleshooting, if we found out that device is defective, there will be no refund or replacement. mm-hmm.
07:00
Speaker 1
email you got my email address on the instruction how to set it up yeah I appreciate that okay all right thank you very much at hotmail.com right all right sure all right okay thank you very much okay all right you too thank you [silence]
08:00
Speaker 2
Yes. All right. No welcome. No problem. Sir, you're welcome. Let me verify again your email, that's C. for Charlie, C. T, R-A-C, at Hotmail.com, right? Okay, yes, okay. So, just give me five to ten minutes to wrap up the email, okay? Then, okay. You may also check our website, that is, support.linksys.com, okay? All right. So, thank you for calling Linksys. This is, Carlisle. Have a great day too.
08:00