V2 Rubric Detail — b7c84f68-79fb-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 12:02
Duration
9m 9s
Contact
Elizabeth Flatt
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00136150
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Device is not turning on
⚠ Auto-Zero applied: Avoidance/Evasion — agent disengaged from troubleshooting after learning device was out of warranty, failed to provide best-effort support, and prematurely directed customer to purchase new hardware without diagnostic effort.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent accurately identified the device as out-of-warranty but failed to perform any meaningful troubleshooting, ignoring the mandatory isolation steps for power-outage related failures defined in the KB. The interaction ended with the agent directing the customer to purchase a new device without attempting a factory reset or WAN test, constituting a critical failure in technical process and avoidance behavior.

V1 Case Analysis

MR7350 non-functional after power outage; out of warranty. Agent advised customer to purchase a new router after minimal troubleshooting.

Troubleshooting Steps
  • Asked if the router power button was on
  • Asked if the Wi-Fi network was still broadcasting
Key Observations
  • Agent did not follow the standard isolation flow (modem test, power-cycle, LED check) as outlined in the ISP/modem diagnostics KB.
  • No concrete troubleshooting steps were taken beyond superficial questions.
  • Agent provided a vague recommendation to purchase a new router without validating the hardware failure.
  • Communication was fragmented, with long silences and unclear questions.
Positive Highlights
  • Collected model number (MR7350) and serial number (M21B07080) correctly.
  • Identified that the device was out of warranty and communicated support limitations accurately.
  • Collected customer name and email for record-keeping.
Agent Errors / Gaps
  • Failed to verify power to the router or check LED status, which is a basic step in hardware fault diagnosis.
  • Did not isolate the modem by connecting a computer directly to it to confirm upstream status, per the ISP/modem diagnostics KB.
  • Skipped WAN status verification and did not confirm whether the Wi-Fi SSID was actually visible.
  • Provided no actionable troubleshooting; the recommendation to purchase a new router was premature without validating the hardware failure.
  • Repeatedly asked unclear questions and appeared to lose the call flow, including multiple 'hello?' prompts.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent ends call with suggestion to purchase another router, no resolution or troubleshooting path provided.
R2 Not Met Diagnostic thoroughness conf 98%
No structured troubleshooting performed; agent did not guide customer through power cycle, modem test, or WAN connection check despite power outage context.
R3 Not Met Correct resolution path conf 97%
Agent correctly identified device as out of warranty but failed to provide best-effort troubleshooting (e.g., setup, reset, firmware) as required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to apply a logical diagnostic process; only asked if Wi-Fi was showing up and about burnt smell, skipping standard isolation steps for power-outage related failures.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any required tools or KB-driven diagnostics; scenario clearly required modem-to-router isolation test and WAN port LED check, both ignored.
T3 Met No misinformation conf 98%
Agent's statement regarding warranty expiration and inability to provide replacement is factually accurate based on provided context.
Communication
C1 Not Met Clear & professional language conf 97%
Call is disjointed with repeated interruptions (‘Hello? Hold on one second’), no clear agenda, and poor control of flow.
C2 Not Met Confirmed understanding conf 96%
Agent used generic language without adapting to customer’s nervous tone or confirming understanding; no comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent abandoned case after warranty disclosure; did not own interaction or attempt resolution despite customer still seeking help.
O2 Not Met Proactive follow-through conf 97%
Provided no specific next steps — only vague suggestion to purchase new router — with no timeline or actionable follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none clearly warranted — issue was within L1 scope but agent avoided engagement.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 95%
Offers one apology (‘sorry for not being much of help’) but no proactive empathy or acknowledgment of customer frustration due to outage and device failure.
X2 Not Met Tone & rapport conf 96%
Fails to adapt to customer’s visible nervousness; maintains flat, procedural tone throughout without pacing adjustments.
X3 Not Met Overall experience conf 97%
Customer repeats model, serial, and email; agent does not leverage provided info efficiently or reduce redundant steps.
Call Transcript16 turns · 18 lines
Speaker 1
Hi, my name is Elizabeth. I am calling about my router. We have an unrelated but a power outage happening in the area. So we know that that's going on. That's kind of expected. But the router and our modem, which is not related to the router went out, and now the modem, we're unable to unplug the modem and across the street, our neighbor still has Internet. So, I'm just trying to figure out what what's going on here.
00:00
Speaker 2
welcome to Linksys support. to ensure quality service, your call may be monitored. certain products will be supported, while end-of-support products will have self-help options available. please have your serial number ready and stay on the line for assistance. while waiting, you may also visit support.linksys.com for more information about your product [silence]. hi thank you so much for calling Linksys. this is Josh Gane Your.
00:00
Speaker 1
The mobile member or model number? Yeah. Model number is MRM. 7350. It is 33C, as in Charlie, 10. Yeah.
01:00
Speaker 2
Okay, uh, what's the model number for this device? Model number, yes. [silence] Okay, and about the serial number.
01:00
Speaker 1
m 2 1 B 0 7 0 8 0 [silence] Internet service provider is Spectrum. um, no [silence] [silence] the lady starts to sweat a little nervous.
02:00
Speaker 2
Oh, okay. All right. So, uh, who's your internet service provider? Okay. Spectrum. Is the router still turning on?
02:00
Speaker 1
If I have before it's been a while. Huh? It makes sense, totally fine. Let's see what we can do about troubleshooting.
03:00
Speaker 2
um have you phone ling this before or this is the first time okay all right as we're checking here in our records ma'am it shows that this device that you have is already out of warranty the warranty ended last july 22 2022 um i i could be able to help you uh figure out if this device is no longer working or um try to isolate if if it's really uh not working at all but in case that it is deemed defective after the isolation we will not be able to provide you a replacement for this because it's already out of warranty
03:00
Speaker 1
Fixing and then if we can't get it, then we'll get a new one. My full name is Elizabeth, e L I Z A B E T H dot flat F as in Frank L A T T. Yes. And email address, let me see. Let's check if the, does it have to be the one on file or will any email address? Any active email. So, let's do my name Elizabeth flat at me M E dot com.
04:00
Speaker 2
Okay, if that's the case, can you give me your full name and your email? FLATTT, no, just any active email Do you only have one router? Okay. Hello. Sir? Yeah, Do you have a question for us? Hello? Hello? Hold on one second. all right uh mr uh let me just check my my phone
04:00
Speaker 1
okay. no, not a not a burnt smell, but it was, it was not connected to any surge protection.
06:00
Speaker 2
Of course, here's the transcription of the audio from the right channel:
06:00
Speaker 1
power went out. There's not, I mean, I can't think of another reason other than something happened internally um to to short the device. No No. No. every everything looks like it should be fine, except for the fact that regardless of where I plug it in the entire home, it is not working. I did. I did. I
07:00
Speaker 2
okay. so there is no burned uh um smell? okay. there was no- like melted plastic. i mean the the port. okay all right uh did you check it? because there's a power button on the device. did you check it?
07:00
Speaker 1
Yes. no. No, I can't. I can't, really, I can't do anything with that because that device is also also non-functionable. So I can, I'll just move forward with replacing it with something. Um, so thank you so much for helping me troubleshoot. I appreciate your time today. [silence] Good night.
08:00
Speaker 2
Okay. Well, if that's the case, uh have you tried is it turned uh is it connected to a power source right now? Okay. Now, is the the Wi-Fi still showing up? Could you still connect to your Wi-Fi network? The Wi-Fi is still there answer no worries Ma'am. Thank you for calling Linksys as well. I'm sorry for not being much of help, but um if you will uh purchase another link. links so you can yell us back anytime. All right, you're welcome, ma'am. Bye for now.
08:00