V2 Rubric Detail — ca9e8748-6f3c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 19:50
Duration
7m 30s
Contact
Anthony Robinson
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134513
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership1.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall35.3% (-20.7)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and discontinued, offering technically accurate context, but failed to perform any diagnostic steps or provide meaningful troubleshooting. The call lacked ownership, repetition was not minimized, and the issue remained unresolved, resulting in a full failure to achieve resolution despite the opportunity for best-effort support.

V1 Case Analysis

Customer unable to connect MR555WH to Spectrum modem. Out-of-warranty; agent offered paid support ($15) which was declined. No troubleshooting performed; generic email guide promised.

Troubleshooting Steps
  • Collected serial number
  • Attempted to collect model number
  • Confirmed out-of-warranty status
Key Observations
  • Agent never performed any basic connectivity troubleshooting (cable check, power-cycle, web UI login).
  • Model number was eventually identified as MR555WH at [05:00], but agent did not use it to provide model-specific guidance.
  • Paid-support offer was made before exhausting free self-help options.
  • Agent’s communication was polite but script-heavy and lacked clear next-step confirmation.
Positive Highlights
  • Collected the serial number accurately at [03:00].
  • Eventually obtained the model number MR555WH after customer located it on the device at [05:00].
  • Acknowledged the out-of-warranty status and apologized for the inconvenience.
  • Correctly stated that firmware updates are no longer available for this discontinued model, which aligns with KB guidance on legacy devices.
Agent Errors / Gaps
  • Did not verify or guide the customer through basic WAN setup steps such as checking Ethernet cable connections between modem and router (WAN port).
  • Failed to guide the customer to access the web UI at http://192.168.1.1 or http://myrouter.local to check WAN status.
  • Offered paid support without first providing free troubleshooting steps available in KB (e.g., power-cycle modem and router, verify LED indicators).
  • Ended the call without confirming whether the emailed guide was sent or received, leaving outcome uncertain.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the connectivity issue; only offered paid support and an email guide without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., power cycle, cable check, LED observation, direct modem connection test).
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified the device was out-of-warranty and offered paid support, but failed to provide any best-effort troubleshooting before closing the case.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions about symptoms (e.g., LED status, cable connections, modem response) or attempt to isolate the issue.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote session, web UI access, logs) were used or even suggested despite a clear connectivity issue requiring investigation.
T3 Met No misinformation conf 99%
Agent accurately stated the MR55WH is discontinued with no new firmware; advised direct modem connection, which aligns with standard setup guidance.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent introduced paid support and mentioned sending an email, but call flow was disjointed with confusion over model/serial and no structured troubleshooting path.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language but repeatedly asked for model/serial without confirming receipt, and did not adapt to customer frustration or check understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent immediately pivoted to paid support instead of attempting any troubleshooting, effectively abandoning ownership of the issue.
O2 Partially Met Proactive follow-through conf 88%
Agent stated an email would be sent with setup guidance but provided no timeline or confirmation of follow-up actions.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was needed — the issue was within L1 scope (basic setup), and agent correctly determined it did not require escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; issue remained at L1 level.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent apologized for warranty limitations but did not acknowledge the customer’s expressed frustration about a non-functional new device.
X2 Partially Met Tone & rapport conf 84%
Agent maintained a neutral tone but did not adjust pace or empathy in response to customer’s growing irritation and sense of wasted effort.
X3 Not Met Overall experience conf 97%
Customer had to repeat serial and model number multiple times; agent failed to capture details efficiently or reduce redundancy.
Call Transcript14 turns · 15 lines
Speaker 1
In a box. Oh, I try that. I got it. Got it. I got it. I got a kingdom. It's not in warranty anymore. No, no. Here's the serial number. Yeah, I had it. I got a link ski is. It's called Wi-Fi six classic micro router pro six. Is there any updates on it because it doesn't seem like it want to connect to my uh, my um modem.
00:00
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 registrar.linksys.com please have your device serial number ready for assistance. press one now for out of warranty products. paid support may be available depending on 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 Linksys. This is Regina. How can I help you today.
00:00
Speaker 1
not connecting, yes, cuz I haven't used that, it's been, it's been sitting, it's been sitting. I've been using my my other one, but uh I haven't been using this the first time I connected it up. Oh gosh, I I purchased it a couple years ago, about a year ago. I just been using it, you know, I just been keeping it for a back up which was a mistake. I should have connected it up when I first got it, but I didn't. That's why I'm I'm saying you know, it was my fault for letting it sit, but um it's a brand new one. I mean is there any updates so you can help me with it? Why is it not connecting? Uh my name is Anthony Robinson. I bought it off of Amazon.
01:00
Speaker 2
Is this your first time calling us for support, sir? And are you calling... Is it a newly purchased... May I know your first name and last name? Sure. [silence]
01:00
Speaker 1
330, 546, 4545. HIK, B-E-F-I-S-H@neo.rr.com. Yeah, HIK, BEE, Fish at NEO.com. Right. Yes. The serial number is on the box. Which one is the top, middle, or last? The top one?
02:00
Speaker 2
Yes, yes, Neil. Neil. R.com. So, [phone beeping] Abhishek@neo.r.com. & I have one link to router, can I provide your serial number? & [noise]
02:00
Speaker 1
SN, okay, SN, it would be, sn, 61R, 10M23E, 00434, what, what did you send it, oh, oh, you want the serial number, right, yeah, six, 61R10M23E, 00434, that's the one you want, hello, you, is it on the back, is it, I got the box here, would it be on the back of the router, serial number, the serial number, okay, yeah, the serial number.
03:00
Speaker 2
n slash n the serial number now okay so when we have the model number of your lynx this router as an ln3121 can we also provide the model number of your lynx this router yes
03:00
Speaker 1
it number, here. the model number? okay. [silence] she wants the model number. I have to get it on the back. that's on the back of the device. let me look at it real quick. hold on. okay. here's a here's a Micro Glass here. so it's on the back. on the back? Yeah, the model number. the model number? yeah, Yeah, You it's right there. Geez. December passed with a model number. model numbers. doesn't say model number. it says MAC address, Serial number, wps? it says MAC address, serial number, wps? where would the model number be at? on the? hello? Okay, here it is. Oh, she got it. She got it. Okay, I got it. She got it. What is it? M R, MR, 555, WH, WH. PAF W numbers back here. Spectrum.
04:00
Speaker 2
aside common on top. It is labeled as model number. And who is your internet service provider, sir? Okay. Now, before we proceed, I would like to set expectation regarding all the warranty status of your Linksys router. Okay, so it indicates in our system, Ansonie that your router is no longer under warranty. And I really apologize that live support is no longer available. However, we have paid support, so I can still assist you setting up your router, but you need to pay $15 and it's good for 60 minutes of troubleshooting.
05:00
Speaker 1
You just disconnected it. I mean, this you just you just you disconnected that router. Okay. He just just just discontinued it. Okay, I've done everything already so.
06:00
Speaker 2
Yeah, but. Yeah, because as of now, we are no longer manufacturing that one. That's why there's no available firmware being released for this router. But of course, yeah, but it doesn't mean, yeah, we discontinued manufacturing the router. But that doesn't mean that the router is no longer functioning. You can still set up this one, sir. I can also send you a guide on how to do it. But make sure this router is connected directly to the modem. from Spectrum.
06:00
Speaker 1
made a mistake in buying it okay all right then thank you then I I'm not gonna pay any money when I already already done everything that you know that this tells me to do and it still won't work and there's no update so okay I'll do that all right all right all right yeah they just continue
07:00
Speaker 2
yeah, but of course you can you can feel free to check your email to follow the instructions that I sent for the helpful tips and guidance. So thank you so much for calling us Anthony and have a great day. Bye for now.
07:00