V2 Rubric Detail — bcebdeee-69d7-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 23:04
Duration
13m 32s
Contact
Leann Jorgensen
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00133687
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR2000_Dropping Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.4/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall15.8% (-32.2)

V2 Grader Summary

The agent failed to perform any diagnostic troubleshooting, immediately pivoted to warranty validation, and provided no resolution path for the customer's connectivity issues. While technically accurate about warranty policies, the lack of ownership, empathy, and meaningful engagement resulted in a completely unresolved case with avoidable customer effort.

V1 Case Analysis

Customer reports intermittent Wi-Fi drops on MR2000 (LED red/blue) and app login failure. Agent collected model (MR2000) and serial (HHHD50U10M17CDD0002042), requested receipt for extended warranty validation, and promised email follow-up. No troubleshooting performed.

Troubleshooting Steps
  • Requested and confirmed router model number (MR2000)
  • Requested and collected router serial number
  • Requested receipt for extended warranty validation
Key Observations
  • Agent did not perform any basic Wi-Fi troubleshooting (reboot, modem test, LED interpretation) despite clear symptoms (intermittent disconnects, red/blue LED)
  • Agent failed to acknowledge customer frustration after repeated expressions of difficulty ('devil of a time', 'I've been more than patient')
  • Conversation focused entirely on warranty validation without addressing immediate connectivity problem
  • Agent correctly identified need for serial/model and initiated proper path for extended warranty validation
  • No technical guidance was provided, but agent avoided giving incorrect advice
Positive Highlights
  • Agent correctly requested model and serial number (required for warranty/support checks)
  • Agent accurately stated standard warranty is one year
  • Agent recognized extended warranty from third party requires validation
  • Agent avoided giving technically inaccurate information (no wrong URLs, reset procedures, or firmware advice)
  • Agent offered concrete next step (email with instructions) contingent on warranty validation
Agent Errors / Gaps
  • No diagnostic steps taken for reported Wi-Fi connectivity issue (e.g., power cycle, test at modem, check firmware)
  • Failed to interpret LED status: alternating red/blue indicates internet connectivity issue — should have followed Quick Decision table to test at modem
  • Did not acknowledge customer frustration after two consecutive expressions of difficulty
  • Did not set clear timeline for follow-up email or next contact after receipt submission
  • Did not confirm customer's access to web interface (192.168.1.1/myrouter.local) before pivoting to warranty discussion

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the Wi-Fi drop issue or provided a path to resolution; only requested a receipt for warranty validation and promised a follow-up email.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps (e.g., reboot, speed test, firmware check, LED status verification) were performed despite customer describing persistent disconnections and red LED.
R3 Not Met Correct resolution path conf 96%
Agent defaulted to warranty validation without attempting best-effort troubleshooting; OOW customers are expected to receive diagnostic support regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause or ask relevant diagnostic questions beyond one vague LED inquiry; no logical sequence of troubleshooting followed.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote diagnostics, admin interface, speed test) were used or suggested despite a clear need for network assessment.
T3 Met No misinformation conf 99%
Agent correctly stated that warranty validation requires proof of purchase and that out-of-warranty support may not be free — consistent with Linksys policy.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations, frame the interaction, or maintain control; conversation was disjointed and lacked clear transitions.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple language and confirmed model/serial numbers, but did not adapt to customer’s age, vision difficulty, or emotional distress with empathy or pacing.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of the technical issue; instead deferred action to receipt submission and future callback without commitment to resolve.
O2 Partially Met Proactive follow-through conf 88%
Agent mentioned sending an email and requesting a photo reply, but provided no timeline for response or callback, leaving next steps ambiguous.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this appears to be the customer’s first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and the situation did not clearly require escalation at L1 — issue was within scope of initial troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy or acknowledgment of customer’s frustration, repeated ISP contacts, or long-standing issues; tone was transactional and dismissive.
X2 Not Met Tone & rapport conf 95%
Agent maintained a rigid, scripted tone and failed to adjust pace or style for an elderly, visually impaired, and frustrated customer.
X3 Not Met Overall experience conf 94%
Agent added customer effort by requiring a photo of a receipt instead of offering immediate troubleshooting or self-help guidance.
Call Transcript23 turns · 25 lines
Speaker 2
Welcome to LinkSys 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.linksys.com. Please have your device serial number ready. For assistance press one now. For out of warranty products please have your devices serial number and contact information ready. If unavailable kindly call back later. For out of warranty products paid support options may be available depending on the issue. [silence]
00:00
Speaker 1
could you speak up please? it's hard to hear you oh okay I have a question I have I bought this router the hydro 6 here I think um like uh two years ago maybe not even I don't know I got this extended warranty thing but I am having a devil of a time staying on the wi-fi
01:00
Speaker 2
Hello, thank you for calling Lynxs. My name is Bells with your first line calling Lynxs' technical support.
01:00
Speaker 1
It wants to kick off and kick off. And I've been contacting my internet provider, uh Spectrum. I don't even know how many times this last month, it's been terrible. Now, four times already today, it's, you know, and it's charter or Spectrum keeps telling me that they're it's all connected at their end. So I just don't know what to try. And now I wanted to try to get on the app. What can I, what can I try? I mean, I, I can't, I had downloaded the app when I got this thing, and now today it says my password isn't right. It's incorrect. And I'm like, no, it's not. I haven't changed anything. So, can you help me at all? [silence]
02:00
Speaker 2
How may I know what's the question? [silence] All I missed you what we can do. Here at
02:00
Speaker 1
The Anne, jorgensen j-O-R-G-E-N-S-E-N Ann, Jorgensen at hotmail.com. One year warranty is all they have. Well, I took off this extended thing from Walmart when I bought it. But there's nothing for product support. There is none. Really? I mean, yeah, I got one sitting right here. [silence] [ ] [silence] Leanne, Jorgensen
03:00
Speaker 2
Unfortunately I'm unable to display audio as I am a text-based AI. How can I assist you with text instead?
03:00
Speaker 1
2 years what whatever plan? Service plan. Yeah. And that's how many? Oh, let me see here. I need my glasses. I don't see very well. 12124. I don't know if it's something in these connections or. I mean, I haven't changed anything. So I don't get it. But. I didn't. I tried to use it. Had the devil of a time. I put it back in the box, drug out my old one. And now charter's been telling me, you know, to switch the back to the this router. So I've done that. But I get the same problems. It's connection. It. I can get connected to the Wi-Fi, but it goes out and. It goes out and it goes out and it goes out and they've tested my my your move. It blinks red. It's red now. I mean it's off again. Blue. Blue. Blue.
04:00
Speaker 2
What is the light indicator? What is, yeah, what's the light color of your Linksys router? When that happens, do you observe that it's blinking red light? And until now, is it still blinking red or blue? but normally, what is the light color of your Linksys router when it's connected? then it clearly shows that there's something might be disrupting from the source, Internet source. we we could not um, I mean, blame just one side only of the device. What we always do, we always bypass the Linksys router first to isolate the problem properly. we always check or or include the Internet source, which is the modem that was provided by Spectrum,
05:00
Speaker 1
Uh-huh. Okay. it's one of the newer ones, she said. I've talked to them, it seems like, daily, and they show that it's connected on their end. But, you know, when did I get it? I think it's been maybe a year ago that they brought a different one? I've only had two of them from them and I've been with them 20-some years. But it was about a year ago when they brought that in a different DVR box or something. Well, it was before Christmas, I had a devil of uh
06:00
Speaker 2
we check if that's really working, but that really takes time. And we will check if your Linksys router does really work. But if it's going to function properly, then technically, then it should be your spectrum modem. How old is your spectrum modem? [ silence ] yeah, but since when did, yeah, my question is, since when did you got your spectrum modem? Since, when did you experience this problem, when the router or your Wi-Fi disconnects?
06:00
Speaker 1
over and over and over. And they kept telling me things were fine there. And I I said, I'm done dealing with this. I'm going to put it in the box, because of course, it's a busy time of the year. put it in back in the box, drag out the old one. And now here, what two weeks ago? Or about a week no, about a week ago, when I talked to him, she was asking about the old router I had. And I said, maybe, you know, I mean, I have an old one. That was the first one I ever had myself. And she said, well, it you need um better speed or whatever. So I had to pay an extra $5 for a double whatever the speed. And so I did and everything. And she says, but you need to um then she asked me about this router. And she said, you need to use that one because that one's capable of keeping up with everything. But lo and behold, it's just not. It's doing like it did before Christmas, just keeps throwing it off. And I keep calling them and calling them and I don't understand. Let me gra. It is my serial number, is where would they have that, that right on the front that's device. Oh boy. Actually, wait just a second here. Okay. All right. It is. Oh, wait. That's P. Oh, five oh six three oh two. Oh, sorry. I need to see if that number is right. I don't know.
07:00
Speaker 2
What's the serial number of your Linksys router? Look on the sticker label of your Linksys router and look for serial number.
08:00
Speaker 1
Hold on just a second. I got to turn my flashlight on on my phone so I can see better. I'm sorry. Okay. It is H-H-HD, HD5, H-HD50U1-0-M 17C DD0 000 20 for 2. It is the Hydra Six, Six, 6. Is that on the back too? Nope. Yeah, I just, I just, oh, MR 2000.
09:00
Speaker 2
and can you please confirm the model number? You look on the sticker label and there's a model number. Okay, um this type of link sys sys sis router has
09:00
Speaker 1
you know, I've, you know, I've been more than patient with this router and you know, I'm not going to pay for technical support on a product I bought of yours that basically never worked right, that I don't understand, but I can send you my receipt here. Good lord, I mean, mind you, this i i should have gotten things addressed when I was having troubles in like October with this darn thing, November. Okay. How can I send you a picture?
10:00
Speaker 2
I've only one year warranty. Since you've said you have an extended warranty from Walmart, we need a picture of the receipt. So we will validate here if it's gonna be accepted or not. So in that way, we will know if we can help you over the phone without charge or if it's gonna be invalid owner and then you need to [ silence ] Right. Yes, it should be.
10:00
Speaker 1
[silence]
11:00
Speaker 2
Yeah, so that's how we validate the warranty of the device. In Linksys, and I know every company has its own warranty policy. Now, if the device is out of warranty here, there's no free technical support. Okay, um, we can help, uh, you with our best, we can try, but for out of warranty device should be a paid service, or we can send instructions through email. All right? I know you don't want to pay if in case if it's out of warranty here, but you have an option which you can follow instruction. So, um, in order for us to valid... Okay, let me finish it first. In order for us to validate if if this extended warranty is really, um, valid, then you send us the receipt and we'll check and validate here on our end. Okay? I'll send you an email. I'll send you the email and here are the details on site. There's steps that you can follow. All right? If not, then that means you have other option agreement. Then, I can provide this option as a solution. All right? So, you can follow this process and you can send the receipt for us to validate if really valid. All that information's in line. All right? Make an option for us. I'm I think. All right. So, that's all for today. Okay. And thanks. Bye. If you have an option, then you can follow the step. Let me finish. All right?
11:00
Speaker 1
Okay. Okay. at Hotmail.com. I have I'm old school I'm an old lady yeah. Okay I will do that then um did I don't know if you have the spelled of my name last name but a lot of people spell it ON and it's EN for Jorgensen. Yes and my first name is Lee Anne l-e-a-n.
12:00
Speaker 2
110 M, Leroy, or do you have alternative at hotmail Seren? OK. M. M. J-O-R-G-E-N-S-E-N. M. OK.
12:00
Speaker 1
okay okay okay okay okay all right thank you very much okay bye bye okay thank you
13:00
Speaker 2
Okay. All right, I'll send you the email. Okay. Please take some time, uh, just reply to that email with the photo of the receipt. Okay? And once it's validated, then we can call you back, okay? All right, you're welcome. Okay, I'll just create the email first and wait for three minutes after the call, thank you. [silence]
13:00