V2 Rubric Detail — b4b79f82-637f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 21:19
Duration
31m 36s
Contact
Kathryn Harlow
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132688
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Connection Issue

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall18.8% (-17.2)

V2 Grader Summary

The agent failed to conduct any meaningful troubleshooting, did not offer paid support or escalation despite an out-of-warranty hardware connectivity issue, and provided only self-help links without guidance. While technically accurate on warranty status and LED meaning, the lack of ownership, empathy, and diagnostic process left the issue unresolved and the customer frustrated.

V1 Case Analysis

Customer reported MX8500 not connecting to internet; out of warranty. Agent referenced unconfirmed 'red light,' advised power cycle and factory reset, directed to KB and emailed video. No troubleshooting performed or resolution confirmed.

Troubleshooting Steps
  • Advised power-cycling ISP modem and router.
  • Suggested factory reset of the parent node.
  • Directed customer to support.linksys.com and offered to email an instructional video.
Key Observations
  • Agent assumed a 'red light' symptom without asking the customer to confirm LED status [28:00], leading to incorrect troubleshooting path.
  • No actual troubleshooting steps were performed — no verification of WAN connection, node topology, or client connectivity.
  • Agent incorrectly referenced WHW03 setup instructions for an MX8500 customer [30:00], contradicting the KB guidance for MX8500 (Section C — Velop Intelligent Mesh).
  • Customer was clearly frustrated and technologically inexperienced, yet agent defaulted to self-help without offering guided support.
  • Call ended without confirming resolution or ensuring customer understood next steps, despite customer's repeated requests for actionable help.
Positive Highlights
  • Collected customer name, phone, email, serial, and model number accurately.
  • Correctly identified warranty status as expired and communicated that clearly.
  • Provided the correct support URL (support.linksys.com) and offered to email helpful content.
Agent Errors / Gaps
  • Assumed a red LED on the router without customer confirmation [28:00], leading to incorrect diagnosis. KB states red LED on MX8500 means 'Error — no internet or hardware fault,' requiring verification before proceeding.
  • Failed to verify the actual symptom or topology before recommending a factory reset. KB emphasizes confirming LED status and WAN connection first.
  • Did not confirm whether the customer had already tried the suggested steps (power cycle, reset), which she implied she had [29:00].
  • Incorrectly referenced WHW03 setup instructions when assisting an MX8500 customer [30:00], contradicting KB guidance (Section C for MX8500 vs. Section B for WHW03).
  • Did not obtain confirmation of issue resolution or understanding before ending the call.
  • Failed to collect or cite a HappyFox case number, despite creating a record.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only directed customer to website and email videos without resolving the connectivity issue or confirming any outcome.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps performed (e.g., LED check, reboot sequence, WAN test); jumped straight to self-help resources.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified device was out of warranty and offered self-help resources; however, failed to offer paid support or best-effort troubleshooting despite customer’s clear need.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No root cause analysis attempted; did not ask about LED status, power cycle history, or ISP configuration despite reported connectivity failure.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used (e.g., remote diagnostics, speed test verification, firmware check); relied solely on customer’s verbal description.
T3 Met No misinformation conf 90%
Correctly stated device was out of warranty, provided accurate support URL, and accurately described solid red LED as indicating communication failure.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent introduced herself and acknowledged customer, but failed to set expectations or maintain control; responses were reactive and disorganized.
C2 Partially Met Confirmed understanding conf 85%
Used simple language appropriate for a non-technical user, but did not confirm understanding or adapt to customer’s growing frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; treated issue as external by redirecting to website without attempting resolution or follow-up commitment.
O2 Not Met Proactive follow-through conf 90%
No specific next steps were defined (e.g., 'try this, then call back'); only vague direction to view articles and videos.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Customer reported persistent connectivity issue with solid red LED after multiple resets — a valid escalation trigger — but no escalation was offered.
E2 Not Met Escalation prep & handoff conf 90%
No escalation executed, and customer was not informed of any escalation path, team, or timeline.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Failed to acknowledge customer’s hour-long hold, repeated troubleshooting, or emotional distress; remained scripted and detached.
X2 Not Met Tone & rapport conf 90%
Agent maintained a one-size-fits-all tone despite customer expressing confusion and frustration; no adjustment in pace or empathy.
X3 Not Met Overall experience conf 95%
Increased customer effort by making her navigate the website, search for videos, and re-enter model number despite having provided it verbally.
Call Transcript21 turns · 24 lines
Speaker 2
Welcome to [Linksys Logo] 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 dot linksys Dot com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, [silence] Press 8. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. 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 2. To hear these options again, press 8. Please remain on the line for assistance.
00:00
Speaker 1
mmm Hi there, can you hear me? Hi, can you hear me? OK, I have... Yeah, I've been on hold for over an hour. Um, uh, I... Yeah, I have a a a Links - this router. Um, you there? OK. Can I give you my number in case we... In case we get disconnected? My number is 9 1 7 7 five five 1 8 0 1. All right. So, I have, um, I need to connect my laptop and my, um, Echo Dot to the, uh, router which is here in my, um, small, um, uh, uh, uh... condo. It's a very... very... very small, um, I couldn't get the Wi-Fi to, um... to connect in the, in the, in the other room which is in the... in the next room. Uh, so... so I'm... I'm hoping you could help me with that. OK. OK. Uh, could, uh, could you, uh, um... see what kind of laptop you are using. Oh, I see it. Um, it's, um, it's an, uh, uh... Oh, it's an Apple, um, a Macbook Pro. I know it is... it is right here. Do you want me to, um... download anything? I could... if you could send me the, uh... like the link or something, I could download it. Uh, but, um... I think you probably wouldn't use a login to connect these devices. Um, I can't send you an email, but... maybe you... maybe you could type something. OK, what... what I can do, uh... I think, is... is carry the router to the other room. Uh, best thing is you, um... you want me to move the... the router only? Just let me know that if I need to move only, um... the router, and I think the, uh... Wi-Fi should work. Um, if that's not a problem, just... just let me know. [silence]
20:00
Speaker 2
Thank you for calling Linksys. This is Abby. How can I help you? Yes, I can hear you. Yeah, I can hear you ma'am. Oh, I'm sorry. Yeah, go ahead. Yes, okay.
20:00
Speaker 1
umm, let me give you the serial number of my product. I've already done a troubleshooting with my internet provider, because my my internet is on, but my router is not connecting to it. Um and they troubleshot on their end. They're saying their system is good. My serial number is um, 43 F for Frank 10 M for Magic 33B Bravo 0 0 8 6 4. They don't have a slash through it. I don't know if it's a zero or a capital O yeah. [silence] yeah, yeah.
21:00
Speaker 2
All right. okay. That's fine. All right. So that is the 43 F as in Frank, 10 M for Mary, 33 B as in Boy, 00864, right? Okay. And what is the model number? M-Mx8500 okay all right what seems to be the problem Hmm okay so right now you don't have any connection okay all right ma'am let me just create a record so can I have your name? and your email address, Ms. Catherine. Freedom calls dot org. Okay, so that is, you got disconnected. No, ma'am, we, I'm sorry, we do not offer, um, on site technician. so. [silence] Okay.
21:00
Speaker 1
I don't know. They're called Hub 66 or something. Let me find them, hold on. I usually don't, hold on. Let me just explain to you. I I don't deal with this stuff. I'm very very technologically ignorant. My husband deals with this and he's not here. He's gone for a whole week and I need to get this connected because I work off of the internet as 99% of America does. Hub 66, H-U-B-66. I don't know. I don't I don't I don't know. I've spent an hour on the phone with Hub 66 and they said that they are they see connectivity to the house. I plugged in, um an old computer with an ethernet cable.
24:00
Speaker 2
Okay. So, Miss Catherine. Yeah. Right now, since you're having connection issues, by the way, who is your internet provider? [silence] Hub 66. Okay. So, do you have a modem from Hub 66? Okay.
24:00
Speaker 1
[silence] They could see that, um, that that was connected and they say, oh, um, you know, we're good, mm, uh, our internet's fine, it must be, it's your router. Here, wait, let me see, um, hold on. Let me see if I can get my husband, uh, let me see if I can loop him in and add him to this call. Oh, shoot, yeah, hang on. What? Don't go away. Okay. Alright, go ahead. What do you want to say? Uh, about four or five years? I think so, yeah.
25:00
Speaker 2
Okay. Okay. All right, so you've already called them and they said that the connection is fine. Okay. No, um, it's actually all right ma'am. Yes. Uh, how long have you been using this device? Four to five years? Okay. Okay. All right. Cause here's the thing, Miss Catherine. Uh, yes, your device MX8500 is already out of warranty. Okay. Um, based on our system, we will
25:00
Speaker 1
Mm-hmm.
26:00
Speaker 2
Tom, but don't you worry, because we we can give you two options for that. It's either you go for our website, okay? Which is support.linksys.com. You can find their articles on how to set up this MX8500 router. Do you only have one Linksys device there? One MX8500? [silence] Okay, so you have three nodes in total? Yes. So from [silence] Okay. Yeah. So, yeah. All right, so since you have four nodes, you need to set up the parent node first and then add the child nodes later on, okay? So there's an article there on our website on how to do that, okay? You can also take advantage of our AI tool at the bottom, right. Okay? And that's the first option.
26:00
Speaker 1
O L and K S. O K. Com. O K. Thanks. So you're saying I need to use that? Alright. So I waited on the phone an hour to get you to tell me to go to a website. Is there anything useful that you can tell me? Right. Just one second. Hold on. Hold on one second. Okay? I'm going to add my husband because this is not making sense. Just one second. [silence]
27:00
Speaker 2
Yes, that would be support.linksys.com. Yes, ma'am. Okay, that is the website. Yes, ma'am. Yeah. And I can also send you an email. Okay? There are instructional videos on that email wherein you can - there's a video there that it shows you how to add the parent node as well as the child node. So, it's like your [silence] [silence] s -
27:00
Speaker 1
he's being called so I'm on the website right now um again is there anything useful you can tell me like do I like aside from just looking at videos
28:00
Speaker 2
Yeah. Uh, yes. Since you've got there, the uh uh red light, ma'am. So that means it's the the parental note is not communicating with your [silence]
28:00
Speaker 1
Mm-hmm. Ever? I've done that, as I said, ten times, I've done that, I've done that multiple times. Uh-huh. All right. I'm on. Hold on. I don't want to hear your script. I'm on your support.linksys L-Y-N-K. How do you spell linksys? Okay. Support.linksys.com. All right. I want to, I want to, while I'm on the website, I want to.
29:00
Speaker 2
Okay, so, probably, there's also a need for you to, uh, sometimes, there's a need for you to power cycle your modems, and your, uh, yeah, since you've done that, you may also do a reset on the parent node, and, you may reset it to factory default. And, again, ma'am, from that instructional video, it will help you, okay? It will help you reconfigure your device. So, I'm going to send that. That is L-I-N-K-S-Y-S. Yes, ma'am. [silence]
29:00
Speaker 1
All right, so connectivity, it's links of support, product overview, setup, installation, log, login and password connectivity advanced configurations general inquiry is there a troubleshooting center? All right. Uh, wait, wait, wait, I'm sorry. Wait, hold on. Hold on. I put in the model, number. MX 8500. Okay.
30:00
Speaker 2
Yeah. So you can find there the AI tool at the bottom right. So you can also ask our AI agent how [silence] Well, you can also put in the model number of your WHW-03 device, ma'am, and it will show you related articles regarding the WHW03. So once you put in the model number, yes.
30:00
Speaker 1
Yeah. Oh my God. All right. Thank you. Very good. Thank you.
31:00
Speaker 2
All right, yep, the MX 8500. So it will also, it will show you the downloads documents and user guide and there's also a related uh, article and how to set up the Linksys velop mesh system. So you, that article is also related to your problem. All right, and I just sent you the email, Miss Catherine. Yeah.
31:00