V2 Rubric Detail — bb3d0910-7fbc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 19:46
Duration
10m 3s
Contact
931-704-8254
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00137138
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9610 - Intermittent dropping
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to diagnose or resolve intermittent internet drops, provided no troubleshooting, and avoided substantive assistance by ending the call with a ticket number and instruction to call back later. This constitutes avoidance/evasion (B), as no logical diagnostic process, tools, or next steps were executed despite a clear opportunity to guide the customer through accessible diagnostics. The interaction was unresolved with no ownership or progress toward resolution.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ended call with ticket number and asked customer to call back later without resolving dropping connection issue; no diagnostic steps or solutions provided.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked only basic questions about drop frequency and ISP but performed no troubleshooting (e.g., no power cycle, firmware check, LED diagnosis, or diagnostics via web interface).
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged app limitations and suggested web browser access per KB (universal_app_transition_notice.md), but failed to assess warranty status, determine appropriate path (RMA vs. troubleshooting), or provide actionable guidance before redirecting.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No logical diagnostic process: agent noted symptom (intermittent drops) but asked no targeted questions about timing, pattern, or environmental factors, and performed no root-cause analysis.
T2 Not Met Appropriate tools / resources used conf 90%
Agent used no tools (remote session, router admin page, diagnostics) and did not guide customer to run diagnostics via http://myrouter.local or other KB-recommended methods for drop issues.
T3 Partially Met No misinformation conf 85%
Agent correctly stated that the app has limitations and web browser access is available (per universal_app_transition_notice.md), but provided no further technical instructions, validation, or accurate next steps.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent created a ticket and attempted to set expectations about callback, showing some structure; however, interaction lacked clear framing, included awkward silences, and ended abruptly without transition.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language and avoided jargon, which may suit customer level; however, communication was filler-heavy ('uh', 'so') and lacked comprehension checks or adaptation to customer's confusion about app vs. browser access.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent took no ownership—initiated no troubleshooting, made no commitment to follow up, and simply provided a ticket number while instructing customer to call back later.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps or realistic timeline were defined; only suggestion was for customer to call back after work, with no action plan, owner, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted at this stage, as agent had not yet conducted basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and showed no impatience or discourtesy; however, displayed minimal empathy with no specific acknowledgment of customer's frustration over job-critical connection drops.
X2 Partially Met Tone & rapport conf 75%
Agent maintained basic engagement and allowed customer to speak, but pacing was uneven with long silences and no adaptation to customer's confusion about app limitations.
X3 Not Met Overall experience conf 90%
Customer repeated information (e.g., drop frequency) with no effort to reduce repetition; agent failed to guide through immediate steps, use available info proactively, or avoid unnecessary holds/steps.
Call Transcript20 turns · 20 lines
Speaker 1
Welcome to TASMART. Hi, my name's Dakota. I am calling cause, um, I was having some issues with some internet, uh, stuff and I was trying to set up the app for a lynksis, uh, router that we have. And, it's just looping me and not wanting, you know, for one of the options it's just looping me. And then the other one it's just saying it can't find it.
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. [silence] Hi, thank you for calling Linksys, Technical Support. My name is Ellie. How can I help you? [silence] Uh-huh. Uh-huh. [silence] Okay. [silence] So, uh just a second proper expectation of how long it takes for a gallery to be up and live.
00:00
Speaker 1
Uh, it was working before. Uh, I'm not entirely sure my ex-stepdad had got it. Um, so it's been, uh, at least, I don't know, three, it's been at least three to four years, probably. Um, it is a new location, but the internet name and everything is still the same.
01:00
Speaker 2
Okay so how long do you have this router uh okay uh did uh did they they give you this router or the router is actually still on the same location on where it was actually originally set up before [silence]
01:00
Speaker 1
Yes, it's still the same. Mm-hmm. Ah, let's see. You said the serial number and model number. Okay. Model number is going to be M as in Mike, R as in Romeo, 9610. I'm sorry, the serial number's real small. Three, two, L as in Lima, one zero, J zero, B as in Bravo, A167.
02:00
Speaker 2
Do you have the same internet service provider on that new location or no? [silence] Okay. Thank you so much. Uh how about with this one Dakota? Uh can you give me the model number and the serial number of the main router or the one that is hooked up directly to the modem? Yes, please. Uh-huh.
02:00
Speaker 1
Seven two. M. yeah. Yes. Yes. It's just a blue light. So the internet is working right now. It's just there's we're having some issues with it dropping and then it's even dropping a wired connection. Yes. It's just one: sometimes it's one to three times a day or sometimes it doesn't happen. It'll just drop the connection entirely. Again, even with a hardwired because I'm I'mrequired to be hardwired with my job.
03:00
Speaker 2
Okay, Perfect. Thank you so much. Uh just give me a little a little moment. And can you see any LED light from the Linksys router? And what is the LED light that is currently there or currently showing from the router? uh oh, okay. So basically the internet is working. Uh-huh.
03:00
Speaker 1
sorry. We've called the internet service provider before about it, but they're telling us that we need to call you. Okay. [silence]
04:00
Speaker 2
Okay, I just give me one moment, okay. Oh, by the way, is this like your first time calling for this kind of matter that the internet was show up. So for this one, I'm sorry, Dakota. I need to create a record first since this is your first time calling us. I need to gather some information. How about let's start with your.
04:00
Speaker 1
it is MULL m as in Mike well yes it is Dakota Dakota W mole 13@ gmail.com. Mhm. Yeah, you sometimes it's once or twice a day and then other days it doesn't do it.
05:00
Speaker 2
Okay, thank you so much. And can I also please have your active email address? Okay. Thank you so much , okay. And you also mentioned earlier that the dropping, like, you know, happens like once or twice a day. And how many times
05:00
Speaker 1
In a week, um, I would say seven to, 12 times probably is a good, Because some days it happens just once. Some days it happens none and then other times, I mean, it can happen like three times in a day. So, it's, yeah, it's, I don't know. It's just, it's random. Yes, we only have one. It is Twin Lakes.
06:00
Speaker 2
three times actually kind of words and you only have one link to this device, right? Mm-hmm. Uh by the way, who is your internet service provider?
06:00
Speaker 1
I mean, we tried resetting it, you know, we've reset it multiple times. I can't get into it to look for anything, because I think that's what the app is for, right?
07:00
Speaker 2
Okay. So, uh, when you experience this dropping issue, like, what have you done so far? On the router or on the Linksys router? Uh, yeah, so regarding with the Linksys app. So, there is actually some updates that is currently happening. So might be the app will not going to work for this one, Dakota. But we, but you actually have some other options here. And it's actually much more convenient
07:00
Speaker 1
Not at the moment, no. Did it say you guys were open until 11:00 pm? Okay. Okay. All right. Well, if there's nothing we can do here, then I can just call back after I'm done with work. Okay.
08:00
Speaker 2
then using the app, because all features are there and that is on the web browser interface of your Linksys device. Now, do you have an available iPad or an iPad or a laptop that we can use? Yes, we are actually open ATMs up until 11:00 p.m. Eastern Standard Time? Yeah, absolutely. So uh, here is the ticket number for uh this conversation so that uh I'm just going to go ahead and document everything on what you have told me or tell me earlier so that you don't need to repeat yourself um another time.
08:00
Speaker 1
Okay. 137. 138. Okay. Um, I mean, are you able to see, I mean, is are you able to see if it's just at least up to date, like everything's up to date on it? Okay. Yeah. Okay. Got it. All right. Well, thank you so much. I'll definitely give a call back after work then. All right. You too. [silence]
09:00
Speaker 2
So the ticket number is 137 138. As I don't happen to now, uh, you, but you can check it if we can access it directly on the web browser like you know so that we can absolutely perform some other troubleshooting that's just checking it, you know, some run some diagnostics and anything else that or any possible things that we could do on the router. Okay. Thank you so much as well Dakota. Okay, give us a call back and then so that we can assist you. Okay. Have a good one. That's right.
09:00