V2 Rubric Detail — b27f5c84-6508-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 20:12
Duration
8m 28s
Contact
Hannah Odell
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133018
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ Auto-Zero applied: Avoidance/Evasion – Agent avoided troubleshooting entirely upon learning device was out of warranty, immediately pivoting to paid support without attempting any diagnostic steps, violating OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent identified the MR8300 as out of warranty and immediately offered a $15 paid-support fee without performing any troubleshooting, despite the customer reporting a blinking red LED and complete internet loss. No diagnostic questions, tool usage, empathy, or next steps were provided, resulting in an unresolved issue and a clear evasion of support responsibilities. This constitutes a critical failure under Avoidance/Evasion.

V1 Case Analysis

Customer reports MR8300 blinking red with no internet. Customer performed factory reset and power cycle. Agent confirmed device is out of warranty, offered $15 paid support, and provided ticket number L-T-30133018. No troubleshooting performed for WAN/LED issue. Customer will consult ISP technician first.

Troubleshooting Steps
  • Customer performed factory reset and power-cycle of router and modem.
  • Customer confirmed ISP modem status is healthy.
  • Agent verified device model and warranty status via serial number.
Key Observations
  • Agent correctly identified the MR8300 model and warranty status based on serial number lookup.
  • Blinking red LED on MR8300 is a documented WAN/internet connection issue per KB (ax_maxstream_wifi_connectivity.md), but no troubleshooting was attempted.
  • No self-help resources (e.g., KB article, support.linksys.com) were offered after customer declined paid support.
  • Agent provided conflicting ticket numbers (NC-001333-0000 and L-T-30133018), causing confusion.
  • Customer email was captured phonetically and normalized to a plausible format.
  • No empathy or acknowledgment of the business impact (art gallery operations) was expressed.
Positive Highlights
  • Agent correctly identified model and warranty status via serial number.
  • Agent provided a valid HappyFox ticket number (L-T-30133018) for case continuity.
  • Agent captured customer email despite phonetic delivery.
Agent Errors / Gaps
  • Failed to perform basic WAN troubleshooting for blinking red LED (KB explicitly states this indicates WAN/internet connection issue).
  • Did not offer any self-help path (e.g., KB article, email with steps) after customer declined paid support.
  • Provided conflicting ticket numbers, reducing customer trust.
  • No acknowledgment of customer frustration or business impact.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or achieve any meaningful outcome; only offered paid support without troubleshooting or alternative path.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps were performed (e.g., LED check, modem reboot, firmware, web UI access); agent skipped troubleshooting entirely after serial lookup.
R3 Not Met Correct resolution path conf 90%
Despite the device being out of warranty, agent failed to provide best-effort troubleshooting (e.g., factory reset, LED interpretation, PPPoE check) as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms, ask about ISP type, LED behavior, or prior fixes; no logical diagnostic process was followed.
T2 Not Met Appropriate tools / resources used conf 90%
Only used serial number lookup; did not use or direct customer to check router UI, LED status, or perform speed test — tools necessary for connectivity diagnosis.
T3 Partially Met No misinformation conf 85%
Correctly stated warranty status and $15 fee, but made inaccurate statement 'MR8300... is not a client' which has no technical meaning and confuses customer.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced self and collected info but repeated the name/email question and failed to set expectations or guide call toward resolution.
C2 Not Met Confirmed understanding conf 90%
Did not adapt to garbled email input (e.g., 'underbrush gallery fargo nnth transgene'), offered no clarification, and used rigid script without comprehension checks.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent stayed on the call and provided a ticket number but avoided responsibility for troubleshooting, effectively abdicating ownership after identifying OOW status.
O2 Not Met Proactive follow-through conf 90%
No clear next steps given beyond 'call back if you pay'; no timeline, no self-help path, no follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted in this interaction.
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 90%
No empathy expressed for art gallery’s ongoing Wi-Fi failure; tone remained transactional and indifferent to business impact.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust pace or style to customer’s fragmented speech; maintained robotic script without checking understanding.
X3 Not Met Overall experience conf 90%
Customer repeated contact info unnecessarily; agent added friction by introducing payment before any support attempt.
Call Transcript18 turns · 18 lines
Speaker 1
Welcome to service. uh for our your call may be monitored. uh for in warranty products, uh our customer support is available to help with performance and hardware issues. uh register your product by visiting linkSys.com. uh please have your device's serial number ready. uh for additional assistance, press one now. uh we're out of warranty. uh for your convenience, if you have your device's serial number and contact information ready. uh if unavailable, uh kindly call back later. uh throughout this call, uh certain support options may be unavailable depending on the issue. uh Hi, my name is Hannah. um I am calling because um I work in an art gallery and we are having issues with our wi-fi. we do have a
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 1 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 Linksys. My name is Gerald. Can I help? [silence]
00:00
Speaker 1
<start_of_audio>
01:00
Speaker 2
The serial number and model number of that.
01:00
Speaker 1
What is your first name and last name so I can create a record? Mhm. My name is Hannah Odel. O D E L L. No apostrophe. And what is your email address? Um, let's do underbrush gallery fargo nnth transgene.
02:00
Speaker 2
All right. Checking in. [silence] What is your first name and last name so I can create a record for you? And what is your email address?
02:00
Speaker 1
spark light. spark light. So we did re, did a factory reset on the router. [silence] We [silence]
03:00
Speaker 2
So, it was the Internet provider, sorry, were breaking out. How was that? are you? I'm thinking any troubleshooting that you have done I heard calling.
03:00
Speaker 1
Always had the same name and password as the label on the bottom of the router. So we we did that. We turned it off and on again. We unplugged it from the internet uh and plugged it back in. Uh we checked our modem and our modem from our internet provider is all in good condition. Um but at this point every time the Linksys router keeps coming back on, it just keeps blinking red on top and we do not have internet on our computers. I did also download I'm sorry. Um well, earlier this morning, it's kind of been going in and out the last couple of days, but it was working this morning and then this afternoon it completely.
04:00
Speaker 2
What was the last time that it was working?
04:00
Speaker 1
Now it's not responding to the turning off and on again. Okay. Putting up the serial number right here. The serial number that you provided shows that your device is only one year. MR8300, which is not a client. I don't want to advise you to charge from the tower. Although that's not related to your connectivity issues. Okay. Um, you said, I'm sorry, what was the cost for assistance on the out dated U don't D.
05:00
Speaker 2
All right. We'll figure out what to do. Let me just ah, there we go. Looking at the serial number right here based on the serial number that you provided. It's showing that your mra300, unfortunately, this is out of warranty. And for out of warranty devices, we charge $15 stresses, although that's not related to your connectivity issue, though.
05:00
Speaker 1
$15, okay. Okay, so that would need to be paid right now. Okay. Okay, I see. Um, all right. Well, then, in that case, we do have our internet provider. We have a technician coming out. So I might I might let them try to troubleshoot for us first and then um, if it is an issue, I'll I'll call back another time. I'll speak with my manager and we'll call back and pay that fee if we decide to do that direction. I did not realize it was out of warranty. So thank you for letting me know that. [silence]
06:00
Speaker 2
that's $15.00. it's nonreimburseable, by the way. a prime, yes, correct. it lasts one hour and it's one time, not monthly.
06:00
Speaker 1
okay, um, are you still there oh no, okay, thank you um, do you have that reference number I can write down here? Or you just said I can provide the phone number okay, yes, I'll take the ticket number. Thank you So the ticket number is NC-001333-0000
07:00
Speaker 2
Oh, I'm so sorry, I didn't notice. I was in me. I was actually talking. But but yeah, um, if you decide to give us a call back, you can use your phone number as your ticket reference number, and then, and I mean, so you don't need to repeat yourself. Sure. Let me give it to you. You can also provide your phone number, but if you want the actual ticket number, I can give it to you. So the ticket number is L-T-30133018
07:00
Speaker 1
[silence] So you said LT 001 33018. Okay, perfect. Well, thank you so much. I appreciate it. You too. Thank you. Bye bye.
08:00
Speaker 2
correct. Yes. Thank you so much for understanding. Hope you have a good one. Take care. Okay by by.
08:00