Call Detail: b2304d90-6f19-11f1-8

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Call Start

2026-06-23 15:39

Duration

5m 26s

Contact

203-536-1624

Issue Type

Hardware Fault

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

—

HappyFox Case

—

Support Country

United States

Product Family

MESH SYSTEMS

CSAT

—

Sentiment Trajectory

—

V1 Rubric Scores

Resolution1.00/5

Accuracy4.00/5

Communication2.00/5

Protocol2.00/5

Efficiency2.00/5

Overall1.8/5

V2 Rubric Scores

Resolution0.00/5

Technical0.00/5

Communication0.00/5

Ownership2.00/5

Escalation0.00/5

Customer Exp0.00/5

Overall6.0% (-30.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provide technical guidance, or maintain ownership, instead opting for an unstructured callback. Despite clear escalation triggers (child node with red LED), no valid resolution path was pursued. The only positive element was a clear next step with timeline and contact confirmation.

V1 Case Analysis

MX6200 mesh node red LED; agent collected info and scheduled callback, no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations

Agent did not perform any standard troubleshooting (power cycle, reset, firmware verification).
No warranty or support‑eligibility discussion was conducted.
Call ended with a callback promise but without any concrete troubleshooting or resolution.

Positive Highlights

Collected the correct model number (MX6200) and serial number.
Recorded the customer's phone number and offered a callback promptly.

Agent Errors / Gaps

Failed to follow the standard troubleshooting flow for a mesh node showing a red LED.
Did not verify internet connectivity or WAN status.
Did not discuss warranty status or create a support ticket.
Provided no actionable steps before scheduling a callback.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 98%

Agent did not resolve the issue or achieve any outcome; only scheduled a callback without troubleshooting.

R2 Not Met Diagnostic thoroughness conf 97%

No meaningful troubleshooting steps were taken (e.g., no request to power cycle, check firmware, or use 5-press method); agent repeated vague questions.

R3 Not Met Correct resolution path conf 96%

Agent failed to determine correct resolution path (e.g., check warranty, attempt 5-press, verify auto-update) and defaulted to callback instead of action.

Technical Accuracy

T1 Not Met Technically accurate info conf 95%

Agent asked repetitive, disorganized questions (e.g., 'what did you do with the box?') without identifying root cause or diagnostic sequence.

T2 Not Met Appropriate tools / resources used conf 94%

No tools used (e.g., no request to access http://myrouter.local, check firmware, or run diagnostics) despite clear need for router status verification.

T3 Not Applicable No misinformation conf 90%

Agent did not provide any technical recommendations or information to assess for accuracy.

Communication

C1 Not Met Clear & professional language conf 95%

Agent lost call control multiple times, used unclear phrasing ('what did you do with the box?'), and unilaterally decided to disconnect without customer agreement.

C2 Not Met Confirmed understanding conf 93%

Agent used inconsistent address terms ('man', 'ma'am'), did not adapt language, and failed to confirm understanding during symptom description.

Customer Ownership

O1 Not Met Ownership & empathy conf 96%

Agent abandoned ownership by scheduling a callback instead of attempting resolution, despite having model and symptom details.

O2 Met Proactive follow-through conf 92%

Agent clearly stated next step: 'I’ll call you back after five minutes' and confirmed the phone number.

O3 Not Applicable Closure confirmation conf 99%

No prior case history; this was the first contact.

Escalation Judgment

E1 Not Met Correct escalation decision conf 95%

Escalation was warranted due to solid red LED on node (per universal_escalation_guide.md), but agent did not escalate or attempt L1 fixes.

E2 Not Met Escalation prep & handoff conf 94%

No escalation was executed; agent did not transfer, document, or initiate any escalation process.

Customer Experience

X1 Not Met Customer effort minimised conf 95%

Agent expressed perfunctory apology ('I’m so sorry, ma’am') but did not acknowledge customer’s frustration with AI bot or repeated effort.

X2 Not Met Tone & rapport conf 93%

Agent maintained a flat, unresponsive tone and did not adjust pace or style despite customer’s repeated attempts to clarify.

X3 Not Met Overall experience conf 94%

Customer had to repeat model number, serial, and symptom; agent did not leverage provided information efficiently.

Call Transcript11 turns · 11 lines

Speaker 2

welcome to Linksys Support. 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 products, paid support. May be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options may be available depending on the issue.