V2 Rubric Detail — d25b7dda-6a67-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 16:15
Duration
11m 2s
Contact
Sara Morris
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133773
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: The customer is experiencing issues accessing certain websites.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication2.50/5
Ownership1.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall27.2% (-28.8)

V2 Grader Summary

The agent provided partial troubleshooting by suggesting a power cycle and cross-device check, but incorrectly declared live support unavailable due to OOW status, violating policy. Deeper diagnostics and tool use were skipped, no escalation occurred, and customer effort was not minimized. Despite some empathetic language, the overall interaction failed to resolve or appropriately advance the case.

V1 Case Analysis

Customer unable to access BGov website on WHW01 Wi-Fi; other devices work. Advised to disable firewall/VPN, power-cycle modem/router. Sent Wi-Fi FixIT guide, created ticket #133773. No resolution verification performed.

Troubleshooting Steps
  • Asked about firewall/VPN and suggested disabling them
  • Instructed to power-cycle modem and router, wait 30-60 seconds, then power back on
Key Observations
  • Agent mispronounced Linksys as "Lin-Jix" [00:01].
  • Agent incorrectly referenced router LED as green when WHW01 uses solid blue for ready state [08:00–09:00], contradicting KB.
  • No resolution verification performed after troubleshooting steps [10:00].
  • Paid support offered prematurely before completing basic triage [07:00].
  • Customer confirmed other devices work, indicating potential device-specific issue, but agent did not isolate further.
Positive Highlights
  • Collected full customer and device details including name, phone, email, model, and serial number [01:00–02:00].
  • Correctly identified out-of-warranty status and set expectations accordingly [07:00].
  • Provided actionable steps: power-cycle modem and router with correct timing [09:00].
  • Created a HappyFox case and provided ticket number 133773 [10:00].
  • Offered to send Wi-Fi FixIT guide, a valid self-help resource for out-of-warranty customers.
Agent Errors / Gaps
  • Incorrect LED guidance: WHW01 uses solid blue for normal operation, not green [08:00–09:00] — contradicts KB in universal_mesh_node_management.md.
  • Premature escalation to paid support before completing basic triage [07:00] — violated protocol for out-of-warranty calls to still provide safe basic guidance.
  • Failed to verify resolution — no confirmation that power-cycle or other steps resolved the issue [10:00].
  • Did not confirm topology: failed to verify if other devices were on the same Wi-Fi network or different ISP.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only suggested a power cycle and referred to a guide, with no confirmation of fix.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent advised power cycling and checking on another device, which are relevant steps, but skipped deeper diagnostics like checking firmware or firewall settings on the router.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated live support is unavailable due to OOW status, when policy requires best-effort troubleshooting regardless of warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (can't access site on one device) and asked about other devices, but failed to investigate router configuration or logs.
T2 Not Met Appropriate tools / resources used conf 95%
No tools such as remote access, admin dashboard, or log review were used despite the need to check router-level firewall or proxy settings.
T3 Partially Met No misinformation conf 93%
Advice to disable firewall/VPN and power cycle is accurate, but claim that 'we no longer offer live support' is factually incorrect per policy.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent acknowledged the customer and provided some structure, but expectations shifted abruptly from troubleshooting to dismissal.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple terms and repeated instructions, but did not confirm understanding or adapt to customer’s confusion about lights.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent deferred to a generic guide and paid support instead of owning the issue, even though basic troubleshooting could have continued.
O2 Partially Met Proactive follow-through conf 90%
Agent mentioned sending an email and gave a ticket number, but offered no clear timeline or proactive follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
No escalation occurred despite unresolved issue; agent should have escalated after basic steps failed or offered further support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent apologized and acknowledged frustration, but followed with a dismissive statement about lack of support, undermining empathy.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a polite tone but did not adjust pacing or style when customer repeated 'okay' multiple times, indicating confusion.
X3 Not Met Overall experience conf 94%
Customer repeated serial number and contact info unnecessarily; agent failed to use known data to reduce effort.
Call Transcript17 turns · 19 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.lettinks_sys.com. Please have your device's 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 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's serial number ready. For assistance, press 1 now. For out-of-warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. 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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products,
00:00
Speaker 1
Hi, my name is Sarah Morris. I have a model number, a, W, H, W, 0, 1. and I can give you the serial number if you need that. Um, I honestly don't know if I'm in warranty or not. Um, but I have just a quick question, cuz I'm having difficulty with it. [silence] Sure. Yep. Oh, I think it's the main router. Tell um, 2, 5, F as in Frank, 1, 0, M as in Mary, 3, 4, A as in Apple, 1, 7, 6, 2, 8.
01:00
Speaker 2
Hi, thank you for calling Lin-Jix. My name is Regina, can I help you today? Uh-huh. Sure. Can we provide a serial number of your link sys main router? Okay. And I know your first name and last name.
01:00
Speaker 1
Sarah Morris, no H, no H. Okay. Thank you for asking. Uh, 202 731 3367. Uh, F. Morris. S Morris. 1224@Gmail.com. Um, I got, I think I got like three of them, um, but I think only one of them is really functioning here or operating on the system is, which is the one I gave you.
02:00
Speaker 2
Sam again, ma'am. S-A-R-A-H-S. Sorry. So morris, it's M-O-R-R-I-S. And your call back number. And your email. Sarah. And how many linksys devices do you have in total? Yeah, but you have three linksys yeah, but you have three linksys devices that needs to be set up. And it is actually the three nine, um, this one is involved with your question. Yeah, we call this Linksys support. So, first off, what is your concern, or may I ask, what is your concern regarding your Linksys devices?
02:00
Speaker 1
yep, watch, it'll work this time, this time, this time, this time, yeah, well, no, of course, whenever you call support, the problem goes away but let me just let me just double check. yeah, no, it's not working oh Yeah, it doesn't seem to be working and I've got the error message. The site can't be reached. it says it unexpectedly closed the connection, the BGov. I'm trying to get on something called BGov and it gives me error connection
04:00
Speaker 2
It works this time. OK, sure.
04:00
Speaker 1
closed. Check the proxy and the firewall. and the internet, how do i do that? I'm sorry. Like, so connection to connection. Okay. So, when I, when you say different device, like my phone? Okay, let me try that. Mhn, mhn. I do. No, I definitely have an internet connection. Okay. So, now I'm on it on my phone. And I
05:00
Speaker 2
Make sure to disable or turn off your firewall or VPN. And then, can we also try check do you have firewall, because it is actually installed on the device itself. Can we try to use a different device Sara? Try to use different device because a firewall or a VPN, try to use a different device. Yes. And make sure that you have internet connection also. Okay, thank you.
05:00
Speaker 1
I'm, I'm using the app. And yes, I'm able to get on using my phone. They said they didn't think it was an issue with their network. They thought it was the link sys because I am able to access emails or not emails but websites when I am yeah Well, I'm able to answer hold on. I am able to
06:00
Speaker 2
[silence] from other customers. Okay. And I would like also to set expectation regarding of the warranty status of your linksys routers. Actually, it's already out of warranty and I really apologize also Sara that we are no longer offer live support but we have a paid support. We have also linksys AI agent and our support site. I can also send you our Wi-Fi FixIT series guide for helpful tips and guidance but your concern is all about you're not able to access some websites using your specific device. But when you try to use different device, you're able to access right? So if other devices are [silence] Go ahead.
07:00
Speaker 1
uh, access it when I use, when I don't use the links this uh Boolean set up, you know, Wi-Fi um connection. If I use another one that we have on this same BIOS, I I am able to to use it, so, um, I am able to access. Um, one of the things that the Verizon technician suggested is doing a uh factory reset on the links this. Do you think that would maybe do something? No, it's red. Well, well
08:00
Speaker 2
you can also but what is the light indicator of the parent mode is it solid green
08:00
Speaker 1
Okay. Okay. Okay. Okay. All right. All right. Right. okay Okay. Okay. So the the light should be green. the light you're you're saying the light should be green. Or blue? Yeah. And it's blue right now. I just replugged it in.
09:00
Speaker 2
try, to unplug the power adapter of your modem and then the router, then wait for 30 seconds to 1 minute to plug the power back. So, I also, I will also send you our Wi-Fi Fixed it service guide for a quick and easy solution where you can use to reset and reconfigure your Linksys. But if the issue continues, Sarah, please don't hesitate to call us back if you're planning to proceed with this support on setting up your Linksys. So, just wait three up to five minutes after this call for the email instruction. So, thanks. Mm-hmm, go ahead. Green. Yes, green or blue for this device.
09:00
Speaker 1
Oh, okay. Hey, yeah, OK. All righty. All right. I'm going to try that. And if I have more problems, I'll, uh, I'll call you back. Thank you very much. 1, 3, 3, 7, 7, 3. And that's, uh, that's, that's kind of a, um, a case number. Great. That's great. Perfect. Awesome. Great. Thank you. Bye-bye.
10:00
Speaker 2
it's booting up. So it will take two to four minutes for it to boot up process. So observe it for two to four minutes and if the router remains solid red. Then maybe you can consider to reset and reconfigure your links to mesh system. Okay. Sure. So please use your ticket number 133773. Exactly. [silence] You're kidding. Yes, you're actually your case, your ticket number here in our system. [silence] So thank you for your time, Sara, and have a great day. Take care. Bye. Thank you.
10:00