V2 Rubric Detail — cdc90f16-6fe5-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 16:00
Duration
12m 6s
Contact
Rajkamal Mahamuni_natarajan
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134626
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device can't connect
⚠ Auto-Zero applied: Discourtesy: agent was dismissive, refused free assistance without attempting troubleshooting, and prioritized paid support over customer help, violating OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to provide any troubleshooting or meaningful support, immediately citing out-of-warranty status and pushing paid service. Despite the issue being potentially resolvable via basic steps (e.g., checking iOS Private WiFi Address), no diagnostic process was followed, resulting in a fully unresolved case with poor customer experience.

V1 Case Analysis

Customer (MX5500) reports iPhone devices cannot connect to Wi-Fi and Linksys app shows no nodes. Out-of-warranty; offered $15 paid support which customer declined. Agent provided no troubleshooting steps beyond suggesting to check phone Wi-Fi settings. No reboot, LED check, or router diagnostics performed.

Troubleshooting Steps
  • Verified product model (MX5500)
  • Collected serial number
  • Confirmed out-of-warranty status
  • Offered paid-support option
  • Suggested checking phone Wi-Fi settings
Key Observations
  • Agent failed to perform any basic free troubleshooting before offering paid support, violating protocol for out-of-warranty cases.
  • No attempt was made to verify node LED status, reboot the system, or check router dashboard—steps that are standard per KB and require no advanced access.
  • Communication lacked empathy and structured guidance; agent repeated warranty status unnecessarily and did not confirm customer understanding.
  • Despite the product being out of warranty, safe and basic diagnostics (e.g., power cycle, LED check) should have been offered as self-help steps.
Positive Highlights
  • Correctly identified the product model (MX5500) and serial number from customer input.
  • Accurately communicated the paid-support cost ($15) and its non-refundable, one-time nature.
  • Maintained a polite tone throughout the call despite customer hesitation.
  • Correctly noted that the router appears functional since other devices (laptop, TV) are connecting.
Agent Errors / Gaps
  • Failed to perform any basic troubleshooting (e.g., power cycle, check node LED status, verify SSID broadcast) before offering paid support, contrary to KB guidance and protocol.
  • Did not attempt to diagnose the core issue: no nodes visible in app and iPhone connectivity problems—both addressable via free steps like checking router dashboard or rebooting.
  • Offered paid support as the only path without first providing actionable self-help steps, which is against Linksys support policy for out-of-warranty customers.
  • Did not verify whether the customer could access the router web interface (http://myrouter.local or http://192.168.1.1), which could have helped isolate the issue.
  • Repeated warranty information multiple times without adding value, reducing call efficiency.
  • Did not collect or confirm customer email for follow-up or KB article delivery, missing an opportunity to provide self-help resources.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue and closed the call without any troubleshooting, only offering paid support.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed; agent skipped diagnostics and defaulted to paid support without testing connectivity, rebooting, or checking settings.
R3 Not Met Correct resolution path conf 96%
Despite the product being out of warranty, agent failed to provide best-effort troubleshooting as required; instead, immediately deferred to paid support with no attempt to help.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask relevant diagnostic questions (e.g., about Wi-Fi band, password, or iOS Private Address) and did not isolate root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used (e.g., no request to access router UI, no speed test, no LED check), despite the issue being diagnosable via basic steps.
T3 Met No misinformation conf 92%
Information provided (warranty status, $15 fee, suggestion to check phone settings) was factually accurate and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent introduced themselves but lost control of the call with repetitive, robotic prompts like 'You have something to ask? Yes? You want something to say? Yes.'
C2 Partially Met Confirmed understanding conf 86%
Language was clear but not adapted to customer’s technical level; no confirmation of understanding or simplification of concepts.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by refusing free support and pushing paid option without attempting resolution, even basic steps.
O2 Not Met Proactive follow-through conf 95%
No specific next steps were given; only a vague suggestion to 'check phone settings' without guidance or timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; issue remained at L1 level.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy; response was transactional and dismissive, focusing on payment rather than customer frustration.
X2 Not Met Tone & rapport conf 94%
Agent used a rigid, scripted tone and did not adjust to customer’s pacing or emotional state.
X3 Not Met Overall experience conf 95%
Customer effort was increased by requiring payment and self-resolution; agent performed no actions on their end.
Call Transcript20 turns · 23 lines
Speaker 1
Hi good morning. Uh I have a linksy uh velop model. Uh recently I have been having issues where the mobile phones are not connecting properly to linksy and then even if I go to the linksy app uh the nodes are not uh showing up as connected. So if I can get some help on that I would really appreciate it. Thank you.
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 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 product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is Ace, how can I help you?
00:00
Speaker 1
Hi can you hear me? yes yes the serial number is four three K as in king 10 M as in Mike 2E 8 D as in boy 05 873 uh no after two sorry after after M as in Mike and two it is the number 8 not A
01:00
Speaker 2
Yes, I'm sorry to hear about that. So, can you provide me with a serial number of your link [silence] this product? Let me verify again. The serial number is 43K for Kite. 10. M for Mike. 2. A for Apple. [silence] B for boy. Let's see
01:00
Speaker 1
That's correct. Yes. Yeah. Sorry, uh, no-no-no-no. Uh, so- so there are two issues. Uh, so my laptop and TV, they are able to connect to- Linksys correctly. But if I make my mobile connect to Linksys, it doesn't connect. Like, I have iPhone devices. It's not connecting. Uh, before, even if I am not in the network, if I go to the Linksys app and log in.
02:00
Speaker 2
28. B, for buy, 05873. Is that correct? Mm-hmm. So you have three lynx products and they are model mx 5500. So we are lynx products are working fine, it's just that you could not see them on your lynx up.
02:00
Speaker 1
I won't be able to see the three uh like, you know, the three towers. Right, I'm not even seeing any towers. Like, the mobile app says restart network. I have restarted it multiple times. I have like, you know, disconnected it from the power and then like connected it again. But somehow, like, the network administration cannot be done through phone, and the phones are not connecting to Linksys. Every other device is connect connecting correctly. Yeah, that is one problem. The next problem is the phones are not connecting to the Linksys Wi-Fi network. [silence]
03:00
Speaker 2
All right. So let me just confirm your three nodes are working fine. It's just that your phone when you access the links up, you could no longer access access it, is correct. All right.
03:00
Speaker 1
Yeah, yeah, yeah, yeah. The Wi-Fi name is the same. I can see the Wi-Fi in both the laptop and phone. If I connect my laptop to that Wi-Fi network, the laptop connects fine. But if I connect my phone, I have the, I have AT&T connection. AT&T has a router and then Linksys is on top of that. So if I connect to the AT&T network from phone, my phone connects fine. But my phone is not connecting to Linksys. Yes. Yes. [silence]
04:00
Speaker 2
So the Wi-Fi name of your Linksys is it applicable to your laptop? Since you said your laptop could connect. But you can see your Linksys's Wi-Fi name on your phone. And when you try to connect to it, what does it say? Does it say connected without internet or can't join the network?
04:00
Speaker 1
It says connected, but the Wi-Fi symbol doesn't come up, and the internet is very slow, so I and it shows it's still on 5G, even though the phone says it's connected to Linksys. So, I'm not sure what's going on. My first name is Raj Kamal. Uh, do you want me to spell it for you? Okay. As in Romeo, as in Apple, J is in January, K is in Kite, as in Apple, as in Mike, as in Apple, L is in Louisiana. Yes. That's my first name. Last name is Mahamuni Natraj. I'll spell it for you again. M is in Mike, a
05:00
Speaker 2
Raj Kamal. Last name or first name? All right. And your last name? [silence] asmahamuni . lajan. All right. Thank you. And what about your email address? Raj Kumar. I'm
05:00
Speaker 1
followed by the first two letters of in male last name Amazon Mike yes I can't see anything okay
07:00
Speaker 2
All right. Thank you so much Kamal. You mentioned that your internet service provider was AT&T, correct? Okay, so before we proceed on troubleshooting your concern, Rajkamal, I have to update you first about your linksys warranty status because upon checking in our system, it appears that your linksys products are model MX5500 are already out of warranty.
07:00
Speaker 1
okay okay okay so if i uh is it like i'm sorry can you repeat it No, no, no, you explained clearly that the product is out of warranty. Are you going to walk me through a few steps in the attempt to fix it? Okay, so it'll be,
08:00
Speaker 2
So, we can no longer provide you free technical assistance, as your product is already out of warranty. So, if you want me to walk you through the steps, You have to, yes? You have something to ask? Yes. You want something to say? Yes. Something to say? Yes. Uh, no, as I've said, your product is out of warranty, so I could not provide you free technical support or assistance. If you want me to walk you through the steps, uh, you will have to pay for technical support. You will have to apply for paid support. To
08:00
Speaker 1
Okay, cool. So, how much would the technical support cost? And let's say if the issue cannot be fixed, what happens?
09:00
Speaker 2
Okay, the paid support will cost you 15 US dollars. and that's a one-time non-refundable technical support. and it will only last for 60 minutes for this call session. and if you call us back again, after 60 minutes, you will have to pay again of $15 since your product is out of warranty. and I also have to set an expectation that while we do the troubleshooting, there's no guarantee that we can resolve the issue because we don't know yet, what's the cause of your issue. with your notes, it could be a hardware issue, or a firmware issue, or... Uh your Internet service provider itself so we cannot guarantee it's one fight yes if it doesn't work actually your router is working since your laptop could connect Uh to your Wi-Fi Uh it's just your device as I've said it could be the reason could be your device your phone so it may have something to do with your phone so we cannot really uh do any rearranging on your notes because if we do that uh you will have to um start up again your nodes from the start.
09:00
Speaker 1
Okay, good. [silence] [silence] Okay. Uh, [silence] Okay, cool. [silence] Uh, I'll go try a few steps that I know to get things back to normal probably because I'm fine paying the $15, but like, I know what's coming next. Like, so, let me go try to fix it myself and then like, if I still am not able to fix, probably I'll I'll call you back and then like, you know, I'll go forward that way. Okay. Okay. Okay. Okay. Okay. Okay. Okay, cool. Sounds good. Thank you. Goodbye.
11:00
Speaker 2
Because your notes are working fine. So what I can suggest is to check on your phone settings. Maybe there is a configuration on your phone that prevents it from connecting to your Wi-Fi. Because it is outside. Yes, go on. Yes. Yeah, that would be better because it's a third-party device. So try to check first on your phone. Okay. All right. All right. Thanks. You're welcome. Thank you for calling. Thank you very much. See you again. Have a good day. Bye.
11:00