V2 Rubric Detail — b5f1b0e6-7490-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 14:33
Duration
8m 31s
Contact
Jason Shields
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135310
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_WHW01

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership2.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall34.4% (-25.6)

V2 Grader Summary

The agent failed to perform any troubleshooting or provide real-time assistance, incorrectly claiming no free support for out-of-warranty devices. Despite the WHW01 being eligible for best-effort help per policy, the agent only offered a paid service and email follow-up, resulting in no resolution. Customer was left to self-resolve, making this an Unresolved case.

V1 Case Analysis

Customer (WHW01, S/N 225FA106079158-17) out-of-warranty; requested setup help after switching to Xfinity. Agent offered $15 paid-support and will email troubleshooting steps. No hands-on troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified out-of-warranty status and offered appropriate paid-support option.
  • Agent did not attempt any technical troubleshooting before offering paid support.
  • Agent did not verify customer access to router settings (URL or credentials) or confirm internet connectivity.
  • Agent mis-recorded the serial number (transcript: 'S25F, thought, 1067, 915817' vs. customer-provided '225FA106079158-17').
  • No case number was created or referenced, violating case management protocol.
  • Agent provided a concrete next step (email with troubleshooting instructions), which is operationally acceptable for out-of-warranty customers declining paid support.
Positive Highlights
  • Collected customer name, email, and device information (after serial number correction).
  • Clearly communicated warranty status and paid-support option.
  • Provided a concrete next step (email with troubleshooting instructions).
  • Confirmed customer's ISP (Xfinity), which is relevant for setup context.
Agent Errors / Gaps
  • Mis-recorded the serial number provided by the customer.
  • Skipped basic troubleshooting steps (e.g., power-cycle, verify internet connection, confirm router access) before suggesting paid support.
  • Did not create or reference a case/ticket number, violating case management protocol.
  • Did not confirm customer access to router settings (URL or credentials) or internet connectivity, which are critical for setup.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the setup issue or provide any troubleshooting; only offered paid support and email follow-up.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps were performed; agent skipped troubleshooting entirely and immediately cited end-of-life status and paid support.
R3 Not Met Correct resolution path conf 97%
For an out-of-warranty WHW01, the correct path is best-effort troubleshooting, but the agent pushed a paid-service option without attempting any troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify specific symptoms or ask diagnostic questions; jumped directly to device age as the cause without investigation.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (remote session, admin dashboard, logs, etc.) were used or referenced, despite the issue being resolvable via configuration steps.
T3 Not Met No misinformation conf 95%
Agent stated 'we no longer provide free troubleshooting assistance over the phone' for OOW devices, which contradicts the OOW standard requiring best-effort troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent set expectations about paid support and promised an email, but failed to guide the interaction toward technical resolution or maintain control of the troubleshooting process.
C2 Met Confirmed understanding conf 94%
Agent used clear, polite language, confirmed customer details, and avoided technical jargon, adapting well to the customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — declined to assist directly and deferred to paid support without attempting resolution or troubleshooting.
O2 Met Proactive follow-through conf 97%
Agent committed to sending troubleshooting steps via email within five minutes, providing a clear next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
No escalation was performed; the situation did not require escalation to a higher tier as it was within L1 scope for best-effort troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed appreciation, thanked the customer, and remained courteous and professional throughout the call.
X2 Met Tone & rapport conf 94%
Agent matched the customer’s calm tone, used polite language, and kept the conversation engaging and positive.
X3 Not Met Overall experience conf 93%
Customer was left to perform all troubleshooting on their own after the call; the agent did not reduce effort by providing immediate guidance or handling actions agent-side.
Call Transcript18 turns · 18 lines
Speaker 1
Yes, I'm actually trying to set up my routers on a new system and just having some issues doing that.
00:00
Speaker 2
welcome to Lynxys 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.Lynxys.com. Please have your device serial number ready for assistance. Press 1 now. For out of warranty products paid support 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. [silence] Hi thank you for calling Lynxys Technical Support. My name is Dylan. How can I help you today?
00:00
Speaker 1
I had done it in the past, but this is a - this is actually a new, a new set up here. So um, not the first time, but this time around I'm just uh, not recognizing anything. Okay. Okay.
01:00
Speaker 2
Um, is this your first time, like, trying to add, uh, a node to your network or system? I see. All right. So, let me just run some verification with you, ma'am. And, I mean, sir, and, uh, uh, create a quick record here. Update the record, the view here, and then let's see what I can do to help you out with your concern, okay? Just bear with me. Mr.
01:00
Speaker 1
Jason, J-A-S-O-N. First name and last name is Shields, S-H-I-E-L-D-S. Email address would be PIT, B-L-U-E-P-A-N-T-H-E-R, all one word, so P-T-T-B-L-U-E-P-A-N-T-H-E-R at Gmail.com. Yeah, PIT Blue Panther. So P-T-T, and then Blue Panther, so PIT Blue Panther, all one word, at G-mail.com.
02:00
Speaker 2
All right, sir. So let's start with your full name. All right. Thank you so much for that one, sir Jason. And how about your email address? That's bluepanther, right?
02:00
Speaker 1
you look like you know what it is The model number is WHW01. And I can read the serial number off. It's 225FA as in Frank 106079158-17. That's correct.
03:00
Speaker 2
Alright. Got it, sir. And now, can you provide me the model number and serial number of your links router? Gotcha. Alright, let me just repeat that one, sir. It's S25F, thought, 1067, 915817. All right, okay. Thank you so much.
03:00
Speaker 1
three none yeah I set it up uh quite some time ago but um yeah this is a new system a new uh internet so um yeah just like a new router and everything um that we received from our uh cable company so yeah I'm just uh I'm actually just getting these re-established because uh yeah they have uh I haven't
04:00
Speaker 2
And I just want to verify sir, how many, like, W-H-W-0-1 do you have right, at the moment? Three. And right now, how many nodes are working, fine? Oh, ok. But, I believe this isn't the first time, you set up the router, right? Uh, no. Hmm. [silence]
04:00
Speaker 1
[silence] okay.
05:00
Speaker 2
Yeah. I just want to set your expectation first. The laser device that you have right now is actually already part of our end-of-life devices, which means we no longer matter. structure this from our updated firmware. Also, Um, looking at here, uh, all the information, our data here in our system. Uh, the warranty of your device had already expired since uh, 2020. And uh, unfortunately, sir, for out of warranty devices, we no longer provide a free troubleshooting assistance over the phone. However, um, we do have an ongoing support through our paid connect service for a one-time fee of uh, $15, which you might want to consider, but I can actually send.
05:00
Speaker 1
Okay, yeah, that makes sense. yeah, it's just been quite some time since we've used these, so uh yeah, that that makes sense to me. I I yeah, and anything that you could do even uh instructions via email would would be appreciated. Okay. Yes, it's uh Xfinity.
06:00
Speaker 2
and you an email for the troubleshooting steps that you can perform in order for you to reconfigure your router. So, basically, since you had just, um, since you had a new, like, uh, internet service provider, you need to reconfigure your devices in order for it to connect. Like reset the router, uh, mm-hmm. Uh, uh. Sure, sure. Uh, no problem. I'll send you the, uh, troubleshooting stuff right after this call. Uh, by the way, uh, if I know who's your internet service provider again? Xfinity. Okay.
06:00
Speaker 1
Oh, perfect. I appreciate that. But you said like, if, if I continue to have trouble, I, just for, what you said, $15, I could just get online support? Okay. Okay. Sure, that sounds good, like a good plan. Sure. Thank you. Yeah. Let's go.
07:00
Speaker 2
All right, thank you so much for that. I think sure, so I'll be sending you the email right after this call given this five minutes. Yes, sir. Yes, sir. So you can actually try, um, you know, the the the troubleshooting on your own through the email that I'll be providing you then. If you change your mind, you can always reach out to us. All right. Okay, sir. So just give me at least five minutes. All right. So I think uh that will be all from me.
07:00
Speaker 1
Yeah. Yeah. I really appreciate, uh, yeah, thank you for your help and, um, hopefully I can get this figured out. If not, I'll call you guys back. $15 is no problem. Um, and, uh, we'll go from there. Yeah, thank you. You have a great day as well. Take care. Bye. [silence]
08:00
Speaker 2
for now uh don't hesitate to give us a call back all right all right so no problem okay thank you so much for calling Linksys have a great day and take care bye for now you too goodbye
08:00