V2 Rubric Detail — cf4088e4-73c1-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-29 13:52
Duration
11m 51s
Contact
Adery Stemmons
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135139
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall12.5% (-43.5)

V2 Grader Summary

The agent performed no troubleshooting, offered only paid support despite OOW best-effort requirement, showed no empathy or ownership, and left the issue unresolved. Technical accuracy failures (T1-T3 Not Met) confirm no meaningful diagnostic process occurred. Resolution outcome is Unresolved due to lack of troubleshooting and no viable path forward provided.

V1 Case Analysis

Customer reports MR20ECR router dead with flashing blue/green LEDs and no admin access. Device confirmed out of warranty. Agent offered $15 paid support; customer declined. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to perform any basic troubleshooting steps (e.g., power cycle, verify LED behavior, attempt local access) despite customer describing a clear hardware fault symptom.
  • Agent provided factually incorrect policy information by stating out-of-warranty devices receive no free troubleshooting, which contradicts Linksys KB guidance (universal_escalation_guide.md).
  • No attempt was made to verify simple fixes like power cycling or checking physical connections, which are standard first steps per KB (universal_escalation_guide.md Step 1).
  • Agent did not acknowledge customer frustration or offer any self-help resources after paid support was declined, violating best practices for out-of-warranty handling (universal_escalation_guide.md 'Paid Support / Warranty Guidance').
  • Call ended abruptly without summarizing next steps or providing any actionable guidance.
Positive Highlights
  • Accurately collected and confirmed customer name (Avery Stemmons) and email (AESemans@gmail.com).
  • Correctly captured and repeated the serial number (50U10M17C80063).
  • Confirmed ISP (Spectrum) as requested in troubleshooting protocol.
Agent Errors / Gaps
  • Failed to follow standard troubleshooting protocol: did not perform power cycle, reset, or verify local access despite customer reporting complete device failure (universal_escalation_guide.md Step 1).
  • Provided inaccurate policy information: claimed no free support for out-of-warranty devices, but KB explicitly states basic triage and self-help guidance should still be provided (universal_escalation_guide.md 'Paid Support / Warranty Guidance').
  • Did not offer any self-help resources (e.g., KB articles, factory reset instructions) after customer declined paid support, violating KB guidance for out-of-warranty handling.
  • Incorrectly treated end-of-life status as equivalent to no support eligibility, when KB allows basic troubleshooting for EOL devices.
  • Failed to escalate properly: did not collect sufficient details for a potential RMA or hardware fault confirmation despite clear symptoms of failure (universal_escalation_guide.md Step 2).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent ended call offering only paid support, performed no troubleshooting, and provided no resolution or self-help path.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps (power cycle, reset, IP check, firmware) were performed; agent only collected account info.
R3 Not Met Correct resolution path conf 97%
Agent declared device out-of-warranty and refused free assistance, offering only paid support instead of best-effort troubleshooting as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions or identify root cause; simply repeated customer's description of failure.
T2 Not Met Appropriate tools / resources used conf 95%
No tools, logs, or knowledge-base resources were used or referenced; agent relied solely on customer input without verification.
T3 Not Met No misinformation conf 100%
Agent claimed 'we no longer provide a free troubleshooting assistance over the phone' for OOW devices, which contradicts the OOW standard requiring best-effort troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent guided call to collect info but did not set expectations, frame troubleshooting, or maintain control of technical flow.
C2 Met Confirmed understanding conf 92%
Agent used plain language, avoided jargon, and confirmed details clearly; communication was accessible.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; immediately pivoted to paid service instead of attempting resolution or follow-up.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or follow-up provided; call ended abruptly after offering paid option.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation performed and none warranted — issue was within scope for L1 but agent refused to engage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No acknowledgment of customer frustration (e.g., 'God danged it'); entirely transactional tone with no empathy shown.
X2 Not Met Tone & rapport conf 93%
Agent maintained rigid, procedural pace without adapting to customer’s emotional state or irritation.
X3 Not Met Overall experience conf 94%
Customer repeated name, email, and serial number multiple times; agent failed to reduce repetition or streamline input.
Call Transcript17 turns · 20 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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. Hi, thank you for calling Linksys this technical support. My name is Dylan. How can I help you today?
00:00
Speaker 1
Router just like totally shut down. I tried to do the troubleshooting techniques that was on the tech support page, but none of that work. I couldn't get even access into the router at all. Uh, so I just, you know, totally just uplugged it and pulled it off. It's a uh, model number is a uh uh MR20ECR. Nothing, nothing at all. Everything was, I mean everything was going great and then all of a sudden the the router just completely went out. Uh, so I called the ISP, um, they they had uh connectivity going to the to their uh modem, and when I plugged the my laptop to
01:00
Speaker 2
Mm. Uh-huh. I see. So, um, prior to having this issue, sir, was there like a power outage or internet outage? Mm-hmm. [silence] I see. So, technically, so you're you have connected directly to the modem and it has internet connection. You try that one? Mm-hmm. I see. I see.
01:00
Speaker 1
I did that too, that was the last thing I wanted to do because I was like, God danged it, I gotta recreate all this stuff and reconfigure this router. So the last thing I did was I did the reset. Still nothing on the reset. It says it's the router itself just just just died. That's it? I can't even. . I can't even. Uh, it was blue when I when I go connect the uh, fast to the cable, it goes blue, green, blue, green. And it means it's giving me nothing. I can't even get into uh, the uh, the router access page to to do any kind of uh, admin, you know, you know, I think maybe at first I was thinking, well, maybe it's a firmware issue. So I was trying to go in that way, do a update on the firmware, but I can't even access that. [silence]
03:00
Speaker 2
and uh, also you have tried to reset the router? Hmm. [silence] but there is a light on the router
03:00
Speaker 1
I've even tried to use the IP address. Nothing. I'm getting absolutely nothing. So, I'm sorry, just hold on a minute. I'll get back up. I just totally took it off. It wasn't doing anything, so I totally took it off. Avery. A-B-E-R-Y. A-B-E-R-Y. Last name is S-T-E-M-M-O-N-S. The last name is S-T-E-M-M-O-N-S. Stemmans.
04:00
Speaker 2
Thank you for me to proceed uh further and see what I can do to help you with your concern, okay? So, um let's start with your full name. I'm sorry, sir? That's uh TIMOS, Timos. Uh-Huh.
05:00
Speaker 1
[KEEP_UNCERTAIN] um let's use the outlook one because i'll get that one so it's a e s t e M M O and S this is it at gmail calm let's use the gmail one shit that's what the one i used before all right a e Simmons at gmail calm right
06:00
Speaker 2
Okay. All right. Thank you so much for that one Shadri. And uh, how about your email address? Okay. So let me just uh, confirm that one. It's AESemans@gmail.com. Okay. All right. Thank you so much for that.
06:00
Speaker 1
What? right. Uh, yeah. Let me see the magnifying glass. Uh, this thing is super small. Where's the magnifying glass? Okay. So the serial number is, wow, that. It's 50 you 10.
07:00
Speaker 2
Okay, so I got that MR2 to. You got the MR20 EC, right? And, uh, can you provide me the serial number as well, sir? Okay. [silence]
07:00
Speaker 1
Mm 17 C 80063. Right. Yes. Spectral. OK. You asked me about the flashing light, it's plugged in now. It's, it's blue.
08:00
Speaker 2
all right let me just repeat that one sir it's 5 0 U for uniform 1 0 m for mike 17 C for charlie 8 0 0 6 3 all right thank you. And uh, may I know who's your internet service provider? Spectrum All right. Let me just finish up the record here, sir, just bare with me.
08:00
Speaker 1
blue fade to green back to blue. Okay. Right. Yeah, I'm sorry. [silence] Please. Yeah, I think I got this ride about two, two and a half, maybe three years ago.
09:00
Speaker 2
Okay. And how long have you been using this router, sir? Hum, okay. Alright, sir. So, um, here's the thing, uh, the Linksys router that you have right now is actually already part of our end of life devices, which means we no longer manufacture this one and update its firmware. Well, technically this is like a.
10:00
Speaker 1
Nah, I'm good, brother.
11:00
Speaker 2
Oh, one of our, our, first Ash router, and based on the information you provided me, the device is already out of warranty. Unfortunately, sir, for out of warranty devices, we no longer provide a free troubleshooting assistance over the phone. However, we do have an ongoing support through our paid connect service for $15, which you might want to consider. But if you don't want to opt in with the paid connect service, okay, sir. All right. Oh yeah, you too, sir. Have a great day.[silence]
11:00