V2 Rubric Detail — ce4c9c9c-650d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 20:48
Duration
10m 32s
Contact
Fabiola Vega
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132684
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Presales Inquiry.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided diagnostic troubleshooting, dismissed issue with unverified product recommendation, and failed to provide any technical resolution path.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership2.14/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, did not use available tools, and provided technically inaccurate information including a hallucinated support URL. Instead of diagnosing the buffering issue, they immediately recommended purchasing a new router without verifying device status or network conditions, violating core support protocols. No resolution was achieved, and the interaction lacked empathy, clarity, and ownership.

V1 Case Analysis

Customer experiencing camera and Zoom buffering; agent skipped diagnostics and immediately recommended purchasing a new MX6200 mesh system without verifying current setup, model, or issue cause. No troubleshooting performed.

Troubleshooting Steps
  • None – agent did not perform any diagnostic steps.
Key Observations
  • Agent never asked for the current router model, firmware, or performed any speed/signal tests (01:00–10:00).
  • The call was a sales recommendation without any technical troubleshooting or diagnostic process (02:00–09:00).
  • No warranty, serial number, or case number was collected, and no HappyFox case was referenced (entire transcript).
  • Agent incorrectly assumed the issue was due to an 'old router' without verification (04:00, 08:00).
  • Agent failed to clarify whether the customer already has a Linksys product or what their current setup is (03:00–05:00).
Positive Highlights
  • Agent confirmed the customer's name (Fableola Vega) using call-back record (03:00), showing some CRM awareness.
  • Agent maintained a polite tone and did not interrupt the customer excessively.
  • Agent agreed to send an email with product information upon request (06:00, 09:00), providing a minor self-help path.
Agent Errors / Gaps
  • Failed to follow standard troubleshooting protocol: skipped problem identification, topology confirmation, and diagnostics (01:00–10:00).
  • Did not collect product model, serial number, or verify warranty status despite discussing a hardware replacement (entire transcript).
  • Provided a sales recommendation (MX6200 purchase) without confirming the root cause or even identifying the current equipment (04:00–06:00).
  • Made an unsupported technical claim that the customer's router is 'old' and no longer receiving firmware updates, without knowing the model (04:00, 08:00).
  • Failed to create or reference a HappyFox case, violating case management protocol.
  • Did not confirm whether the customer’s issue was with Wi-Fi coverage, ISP speed, device limitations, or network congestion—no diagnostic questions asked.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent recommended purchasing a new router (MX6200) without resolving the buffering issue or confirming it would fix the problem; no resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed — no speed test, no LED check, no router model verification, no diagnostic questions beyond asking for internet speed.
R3 Not Met Correct resolution path conf 96%
Agent recommended a new router purchase without verifying warranty status, current device model, or whether the issue was firmware/software-related; failed to offer best-effort troubleshooting for possible OOW device.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify root cause — only assumed old router was at fault; no logical diagnostic sequence followed (e.g., test at modem, check interference, verify node placement).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — no speed test requested, no access to router admin UI (192.168.1.1/myrouter.local), no firmware check, no logs reviewed.
T3 Not Met No misinformation conf 97%
Agent provided incorrect URL (support.linkless.com), claimed Wi-Fi speed doesn't matter (contradicts KB), and implied firmware updates are unavailable on older routers without verification.
Communication
C1 Not Met Clear & professional language conf 94%
No clear framing or structure — agent jumped straight to product recommendation without setting expectations or managing flow.
C2 Not Met Confirmed understanding conf 93%
Agent used vague language ('higher version'), did not confirm understanding, and failed to adapt explanations despite customer confusion about coverage needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by pushing a product sale instead of diagnosing; transferred responsibility to customer without resolving issue.
O2 Partially Met Proactive follow-through conf 89%
Agent promised to send an email after the call but gave no timeline or confirmation that follow-up would occur.
O3 Met Closure confirmation conf 97%
Agent referenced prior notes and confirmed customer identity: 'I was able to pull up a record for you... and read all of the notation from the previous representative.'
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation was performed and none was clearly warranted based on information provided; issue remained at L1 level but was dismissed rather than escalated.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent never acknowledged customer frustration, repeated contact, or difficulty; tone remained transactional and dismissive of prior miscommunication.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s pace or emotional state; repeated questions about room distance without clarifying intent, increasing confusion.
X3 Not Met Overall experience conf 95%
Customer repeated layout details multiple times; agent failed to use prior information or streamline process, adding unnecessary repetition.
Call Transcript21 turns · 21 lines
Speaker 2
[silence] Welcome to Linksys Support. To ensure quality service, your call may be monitored for training and quality purposes. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksysby.net. Please have your device serial number ready. For assistance, press 1. For out of warranty products, paid support may be available depending on your issue. To hear more about your support options, press 2. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. [silence]
00:00
Speaker 1
Um, hi. Um, I've been calling for the first few days. Um, and I'm having some issues with one of my with one of the indoor camera that I have in my
01:00
Speaker 2
Press 8. If you're experiencing issues with your linkless product and it's no longer under warranty, paid support is available for a minimal non refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linkless.com. You can also connect with other users for tips and guidance at reddit.com/r/linkless. [silence] Hi, thank you for calling linkless technical support. This is Rio. How can I assist you for today?
01:00
Speaker 1
Another room. It's static or just the buffer turns on the camera. And they told me that I could get a mesh system so it could work with the router that I currently have. But I called earlier and they asked me, what speed is your internet? And I already got the speed here in order for a mesh router for another room.
02:00
Speaker 2
Oh, okay. All right. Ma'am, by the way, uh, you don't need the Wi-Fi speed uf uh, uh, you don't have to let us ah anymore for the Wi-Fi speed of your Wi-Fi. However, uh, you might try to consider, uh, replacing your router to, uh, [silence]
02:00
Speaker 1
Oh, see that's what they're not explaining none of that. They're just saying, oh, get a mesh system. Get a mesh system, but they're not explaining in detail what really is the issue. So I would need a new router for the cameras to work. Right. Yes.
03:00
Speaker 2
a higher version so that it will be compatible with your modem and your security cameras will not buffer. Did you purchase a new one already? [silence] router. Hmm? That's the Linksys. Okay. Um, let me just confirm first before I proceed, okay? Am I speaking with Miss Fableola Vega? Okay. I was able to pull up a record for you using the number you used to call us here and read all of the notation from the previous representative. Now, based on your information you provide to me,
03:00
Speaker 1
Cameras and it's also the internet, the, because TV also also connected to the internet and tablets and, you know, pretty much everything. So, e.g., I'm using, for say, I'm in a Zoom meeting and it just starts to buffer. And, I was like that. And then, when, and so when I put the, when I put the, the camera, then it's starting to buffer again. So, I'm like, I don't know if it's too much.
04:00
Speaker 2
The resolution that I can provide to you is that you need to replace your Linksys router to a newer one so that your whole system will not buffer or will not provide you slow internet for your camera. Hmm. Hmm. Correct. Yes. One of the reasons for that, it's an old router that you have
04:00
Speaker 1
But I called yesterday, two days ago, and they said no, your router is good for 25 uh devices. I'm just wondering why is it buffering? So, uh, so you say that you recommend me to get a new router? NXTL. Okay. So, what does that have to do with the speed? Does that have to do anything with the speed or anything with the internet? Mm. What do you mean by that? They told me it was 400.
05:00
Speaker 2
Yes mam, you need to get a new router, you might try to have the MX 6200. Well, if for your speed, how much is your monthly subscription speed? What's your subscription speed monthly? Like, what's the speed of your internet? 400. [silence] Now, if that's the case, then
05:00
Speaker 1
Mm-hmm. Okay. And which one would be that? MX, okay. Is that a a one-pack or a two-pack or a three-pack or? Okay. Could you send me an email with that item please? And I I live in an apartment in the second floor and and it the I don't know how much
06:00
Speaker 2
hey you need a higher router or links router so that it will provide you a higher speed mx 6200 ma'am that's the model number yeah it's one or two or three packs sure I'll send you an email for that after our call you can just refresh your email
06:00
Speaker 1
square footage of that is but it's it's a two bedroom and two bath apartment. No no it's it's not it's not a town home it's the second floor of the it's it it's it's a complex with two stories. Yes I live on the second floor the second floor is a whole apartment two bedrooms and two. Yes I have the the router the the router and the modem is in my own room and the and the issue that I'm having it's from the door like where the kitchen is at and the the the.
07:00
Speaker 2
If you have a second floor, you need to have two, at least. oh, okay. but which floor? okay. Uh, wait, you do have, Oh, okay. so, you do have your own you don't have your own internet in your uh, in your room, right? Hmm. oh, okay. you just need one, Ma'am.
07:00
Speaker 1
sorry, the bedroom, the dining room, and also, you know, from out, from out the bedroom. That's where I'm having the issue. With all the buffs go off. Try, only, try one router? Will that help with the buffering? Okay. Cause the bedroom is on the other side of the apartment. It has to cross
08:00
Speaker 2
You might try to have, Okay, you might try to have one router first. Yes. Yes, because the router that you have is old router, you no longer have any firmware updates for that. So, by upgrading to a newer version of device and a stronger router, it will provide you a great coverage in your home and it can penetrate walls as well. by means of other side of the apartment.
08:00
Speaker 1
It's a it's a different room. Yes. It's a different room. Of the. I I wanna say if two more. I wanna say around 30 to 40. Yeah, probably. Okay. Department. Okay. So then can I have uh the uh email of the
09:00
Speaker 2
this from a different uh room like another different room or did they just want one set like how far is this room to the other uh to outside of your how far is this bedroom outside your home or outside of your door like is this 50 feet 30 feet 100 feet okay if that's the case you only you only need one one ma'am one node in your one router in your house apartment.
09:00
Speaker 1
the one that you said please so I could just purchase one oh two minutes ok um no that's it ok yes thank you bye
10:00
Speaker 2
yes, you can,
10:00