V2 Rubric Detail — b4ff86ba-611a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 20:11
Duration
9m 17s
Contact
Darlyn Mansteaker
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132470
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: device reconfigure_MR7350

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall54.1% (-1.9)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and offered policy-compliant options but failed to perform any technical troubleshooting or best-effort support. No resolution was achieved, and the call ended with a promised email, resulting in an Unresolved outcome. Customer frustration and repeated hardware issues were not acknowledged empathetically.

V1 Case Analysis

MR7350 router flashing purple/red, no internet. Warranty expired. Offered paid support or email with steps; no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not attempt any troubleshooting before offering paid support.
  • Provided an incorrect registration URL (register.linksis.com).
  • Call contained many repetitions and lacked clear empathy.
Positive Highlights
  • Collected customer's email address correctly.
  • Identified warranty status and set appropriate expectations.
  • Offered a self‑help path via email when the customer declined paid support.
Agent Errors / Gaps
  • Incorrect registration URL.
  • Failed to perform basic troubleshooting (reset, LED interpretation, connectivity checks).
  • Mispronounced brand and model names, leading to confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the agent offered an email with steps but did not resolve the issue during the call.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting was conducted — no power cycle, no verification of reset, no LED state confirmation beyond customer mention of 'purple', and no diagnostic steps attempted.
R3 Not Met Correct resolution path conf 95%
Despite the device being out of warranty, the agent offered no best-effort troubleshooting (e.g., factory reset verification, firmware check, or access to local interface) before presenting paid support or email as the only options.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify root cause — asked for serial number and contact info but did not inquire about symptoms (e.g., what 'purple' light means), recent outages, or steps already taken beyond a reset.
T2 Not Applicable Appropriate tools / resources used conf 92%
No tools were used or required, as no troubleshooting was attempted; remote session, logs, or admin access were not pursued.
T3 Met No misinformation conf 99%
Agent correctly stated warranty had expired and accurately described paid support ($15 for 60 minutes) and free email options per policy.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent introduced themselves and collected information but did not set expectations about troubleshooting process or explain why no immediate help could be given beyond the email offer.
C2 Met Confirmed understanding conf 95%
Agent used clear, simple language, repeated back serial and email for confirmation, and adjusted pace to customer’s mobility limitation.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent created a case, stayed on the call, and did not transfer — took ownership by offering two resolution paths without deflecting responsibility.
O2 Met Proactive follow-through conf 94%
Agent clearly stated they would send an email shortly and advised the customer to refresh their inbox — specific next step with owner and action.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
No escalation was warranted — agent correctly assessed that the out-of-warranty status limited options and offered appropriate alternatives instead of escalating unnecessarily.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, so E2 is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent was polite but did not acknowledge customer's frustration over third device failure, repeated issues, or physical difficulty (broken foot) with empathy.
X2 Met Tone & rapport conf 93%
Agent maintained a calm, patient tone, matched the customer’s pace, and confirmed details to ensure understanding despite ASR inconsistencies.
X3 Met Overall experience conf 95%
Agent collected information once, avoided repetition, and minimized customer effort by offering to send steps via email rather than requiring real-time execution.
Call Transcript20 turns · 20 lines
Speaker 1
I don't know. I have a Links box, but I don't have it registered, so does that mean I can't get help with it?
00:00
Speaker 2
Welcome to Linxis 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.linksis.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. Hi, thank you for calling Linxis technical support. This is Rio, how can I assist you for today?
00:00
Speaker 1
no, Iive had it, this is my third Lynks box but, I'm having trouble with it and I went through the Interneter uh through my uh, Zeto media and they've checked everything everywhere and they said it's the Lynks box, it needs reset. So, I did reset it with the button on the back and it has a purple color on it now and he said I need to contact you people to get you guys to reset it or something. I have one, but this is the third time I bought one. Oh no, I've been using it for
01:00
Speaker 2
Let me just confirm, ma'am, are you trying to set up the device or it's the first time to use it? Okay, let me just confirm, ma'am, how many total of links to devices do you have? One? Oh, okay, all right. So you only have one Linxt device and is this used before or first time to use it?
01:00
Speaker 1
for about two years and it just went and I can't get the Internet onto my TV or my cell phone. And my Internet service did everything we could do and he said, it's not the Internet service, it's my links box and maybe you people can help me with that. correct. It is M, um, R, M as in Mary, R as in Ralph, 7,350. That, that is the serial number. Oh, that's the model number. Oh, sorry. I have to go back and get that. I have a broken foot, so it's going to take me a few minutes here.
02:00
Speaker 2
Okay, so you're just trying to reconfigure the device, is that what you're trying to do? May I know, by the way, what's the serial number for this router, please? How about the serial number, ma'am?
02:00
Speaker 1
You want the serial number. 3, 3, C, as in cat. 10 M. 2, 3, 8, 0, 4643. Zeto Media. We've been on the phone all morning.
03:00
Speaker 2
alternate. Right. And is your Internet service provider Comcast. That.
03:00
Speaker 1
They were trying to get it to work, but we reset the black lynx box, but it didn't work. It's like a purple, purple color now. No, we haven't had those for a while. Thank God. Yeah, I was watching a movie and it just, the movie just went off and I went back and the router was flashing red. Hold on. I have to turn over and look at it while you read it. Hold on. I
04:00
Speaker 2
All right. So, by the way, ma'am, did you experience network outages or power outages before you reset the device? Yes. Okay, so just the router disconnects automatically itself. Okay, flashing red. I know if you were able to provide the correct serial number? 330165083301630.
04:00
Speaker 1
get a flashlight. Go ahead. I think maybe that's a B is a boy not an eight. Yes.
05:00
Speaker 2
Okay, all right. It's three three T Charlie. One Zero M Mary, two three eight zero four six four three. Is that correct? Okay. Let me try. All right. Yeah. It's letter B. Hold on. Okay. Earth. Okay. Is this the first time your mobile calls this? All right. Then we create first a record for you in the system before we proceed. We know you're
05:00
Speaker 1
Darlene Manspeaker. M-R-S-B-E-A-R. Bear the number one at hotmail. Bear Bear B-E-A-R-B-E-A-R Yes The number one at hotmail.
06:00
Speaker 2
first name last Name. Can you spell your first name? last Name. All right, how about your email address? All right, I'm sorry, uh, is that mrs. Baker Baker? Oh, K. miss, bear bear.
06:00
Speaker 1
What's Mrs. bear bear one hotmail.com? Okay. It's only about a year and a half old. Excuse me.
07:00
Speaker 2
just three minutes in the system. Thank you. How long have you had been using this device? My. All right, I was able to create a record for you miss, in the system. However, based on a record
07:00
Speaker 1
Well, just send me the email I'll see if I can figure it out. Yes.
08:00
Speaker 2
sir, the warranty of your product has already been expired. Just to set proper expectation, that we no longer provide free technical assistance for out of warranty devices. However, if you insist, we can still provide you one time phone support lasting only for 60 minutes, but there would be a fee for that and that's $15. If by chance you don't want to pay $15, it's okay. We still have a free option for you wherein I can send you an email, on how to step by step, uh troubleshoot your device, so you can connect it directly to your network. That's for free, through email. But which one do you prefer? [silence] Okay. Got it, ma'am. Uh, ma'am, uh, let me just confirm again. It's mrsbairbair1 at hotmail.com, correct? All right. So, yes, after
08:00
Speaker 1
OK. All right. Thank you. You also. Bye. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
09:00
Speaker 2
her call ma'm give me just three minutes since i'm gonna compose an email for you and you can just refresh your inbox. okay? alright. thank you so much ma'm. you have a nice day. bye bye.
09:00