V2 Rubric Detail — d31b9f44-6467-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 01:00
Duration
12m 15s
Contact
RJ van Rossum
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00132876
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_Intermittent wi-fi 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.
⚠ Auto-Zero applied: Agent avoided providing any troubleshooting (Avoidance/Evasion), offering only a paid session without attempting to resolve the issue, which violates the out-of-warranty best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-48.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps or provide technical support for the intermittent Wi-Fi issue, instead immediately offering a paid session. No troubleshooting, root cause analysis, or resolution path was attempted, violating the expectation of best-effort support for out-of-warranty devices. This constitutes a clear case of Avoidance/Evasion, triggering an auto-zero.

V1 Case Analysis

Customer reports intermittent Wi-Fi/internet drops. Router shows solid blue. Model MR730 identified. Warranty expired. Agent offered paid troubleshooting session; customer declined and was given ticket #132876 for future callback.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not perform any basic troubleshooting before offering paid support.
  • Model number (MR730) was eventually confirmed at [06:00], but agent did not use it to guide model-specific support.
  • Warranty status was stated without verification via system lookup.
  • No self-help path (e.g., KB article, email with steps) was offered after customer declined paid support.
Positive Highlights
  • Collected customer name (Ross), phone number (859-552-6761), and email (ross.tag.011@gmail.com) accurately at [07:00]-[08:00].
  • Confirmed router LED status as solid blue at [08:00], correctly interpreting it as online.
  • Identified and recorded model number MR730 at [06:00] after customer located it on the sticker.
  • Provided a ticket number (132876) for future follow-up, enabling case continuity.
Agent Errors / Gaps
  • Failed to collect the product model number promptly; took until [06:00] to identify MR730 despite clear guidance.
  • Did not attempt standard troubleshooting steps (power-cycle, WAN check, reset) before escalating to paid support.
  • Offered paid support before attempting free troubleshooting, violating support-first principle.
  • Provided warranty expiration information without confirming via system lookup.
  • Failed to offer any self-help resources or next steps after customer declined paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the intermittent Wi-Fi issue; only offered a paid session and closed the case without resolution.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps (reboot, firmware check, WAN test) were performed or suggested before offering paid support.
R3 Not Met Correct resolution path conf 97%
For an out-of-warranty device, agent should have provided best-effort free troubleshooting; instead only a paid session was offered with no attempt at resolution.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent repeated the problem description but did not ask diagnostic questions or identify root cause of intermittent connection.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (router admin UI, speed test, WAN status) were used or recommended despite being necessary for diagnosing intermittent loss.
T3 Not Met No misinformation conf 94%
No technical guidance was provided; only mention of $15.15 paid session, which is not a solution to the connectivity issue.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent collected customer info and provided ticket number, but failed to guide interaction toward resolution or set clear expectations for help.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language and was polite, but did not adapt to customer’s frustration or confirm understanding of steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by deferring resolution to a future paid session instead of attempting any troubleshooting.
O2 Not Met Proactive follow-through conf 95%
No specific next steps or timeline were given; only a ticket number and support hours were provided.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; the agent did not escalate nor was escalation appropriate.
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 86%
Agent thanked customer and acknowledged hearing issues, but did not explicitly recognize the frustration with intermittent connectivity.
X2 Partially Met Tone & rapport conf 85%
Agent remained courteous but did not adjust tone or pacing to match customer’s stress or confusion during serial number entry.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number multiple times; agent did not reduce effort by using available info or simplifying process.
Call Transcript26 turns · 26 lines
Speaker 1
Yes. I have one of your products I called the spectrum which provides internet for us. He gave your number said that call.
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's serial number ready for assistance. Press 1 now. For out-of-warranty products, paid support may be available. 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. Hi, thank you for calling linksys. My name is Raquel. How may I assist you today? Mhm.
00:00
Speaker 1
it's um, reset the router I don't know what what does this mean, but they can repair maybe that'll help. WiFi I guess is there. hmm. um what it is is man. uh uh it it's the internet I go sometimes it's go for five minutes. Everything looks good as a sudden uh uh it doesn't do anymore. Then comes back again after, you know, I try it again, but uh just says no connection, no nothing or something like that. The reason also uh just not to take your your time. When I call the the technology
01:00
Speaker 2
Okay. And when I know what's the issue of your Wi-Fi? Is it no internet connection? [silence] okay.
01:00
Speaker 1
Young ladies, when they from their own system, when their own system, they have access to, I guess, to check our check our our connection. And one time, two days ago, they said Wi-Fi is not online or something, I don't know. But, uh, but today, the service man came in, it says that the, the, the, the signal's coming to the, uh, router, then coming to the computer, uh, but still my internet interrupts. Yes, ma'am. It's a 33 61 0 M2C
02:00
Speaker 2
fully. I see. Understood. Thank you for all the information. For me to address properly on how to reset your linkage router, may I have the serial number found at the bottom?
02:00
Speaker 1
C-0-0-6-1-7. I'm sorry. I apologize. I was not paying attention. Could you read it one more time. Yes, ma'am. Oh, OK. All right.
03:00
Speaker 2
all right. Let me make sure I got it correctly. So that's 33-610-M for Mary, 2 C for Charlie, C for Charlie 00617. Is that right? [silence] That will be 33610 M for Mary 2 C for Charlie, C for Charlie 00617. Is that all I think? And at the bottom of temperature 2 may have the model number. It usually starts with letters, then followed by numbers.
03:00
Speaker 1
Okay, one moment. Okay, I'm reaching oh sorry. Okay. Model. Serial number. Okay well, there is no word for model number. How many digits would be? I'm sorry. Okay, yeah. The same label. Okay, uh let me.
04:00
Speaker 2
How about...? It will be a of six digits, so it starts with letters, then followed by numbers. How about on top of the serial number, the on the sticker? Normally, it's printed on smaller letters.
04:00
Speaker 1
[HUMAN_REVIEW] there's a number says six six eight nine one then says dash two two five three [silence] hold on a moment [silence] let me get my I'm sorry I had to get my glasses hold on please [silence] hold on please thank you thank you for being patient let me look one more time okay
05:00
Speaker 2
Okay.
05:00
Speaker 1
[silence] [silence] [silence] [silence] and the same stickers M says serial number. Then there is another numbers there's address, C MAC. That's not it, is it? Pardon? Oh. Top. Top right on the sticker. Oh, I got it. It's different. I got it. M like Mary R730. Yes. Yes, I will spell it for you.
06:00
Speaker 2
How about on the top of that sticker on the top part? On the top part of that sticker. Right, while my system is checking the warranty and support of your linksys router, may I create a record here, may I have your first name and last name?
06:00
Speaker 1
First name is Ross. R-U-S-S. Last name is T as in Tom. A as in Apple. G as in George. I go this as a short version of my name. Yes, 859-552-6761. Oh, sure. 859-552-6761. R. T as in Tom. A as in Apple. G as in George. 011. 011. When I go to Paris.
07:00
Speaker 2
Okay, Ross tag and may have also your phone number. Okay, I'm sorry, can you repeat it again? The phone number. All right, thank you and may have also your email address. Mm.
07:00
Speaker 1
on at gmail.com. Sure. Let me see. I'm sorry, my my hearing is not the best. Could you say one more time? Oh oh yes yes color like yes it's blue.
08:00
Speaker 2
All right, thank you so much. And going back to your router concern, may I know what is the color light showing in the front of your router right now? [ silence ] May I know what is the color light showing in the front of the router? All right, it's solid blue means it's online connected. Just that you're having an intermittent connection with the Wi-Fi. So for the reset process Ross, just to set your expectation, regarding going back to the warranty and support of your Linksys router. It's actually ended last March year 2024. And for our out of warranty devices, if you wish us to wait,
08:00
Speaker 1
[KEEP_UNCERTAIN] I I I oh I wouldn't mind but uh I don't have any time tonight so do do I need to call back? When when I when I have time, enough time because I we are we are in a I guess we are in a different time zone here it is 9:00 and it's [silence]
09:00
Speaker 2
walk you through a troubleshoot. reset your Linksys router. We do have this paid session for troubleshooting that will cost you $15.15. It's a non refundable technical support lasting for one hour. If we're unable to resolve your issue and we determined that your device is defective, no replacement or refund will be processed. Would you like to schedule this paid session for troubleshooting? to help us you to reset your router. I see. Yes, you can call us back and we
09:00
Speaker 1
very late for me, so I will I have to call back in a Better Better timing. Oh good. Oh, good, good, yes, please. Okay. Okay. I I have I have pen and paper. I have pen and paper. Yes, ma'am. [silence]
10:00
Speaker 2
Yes, I can give you a ticket number so that once you call us back and you wish to avail the paid support session for troubleshooting on resetting your router just provide this ticket number. Okay? All right. Okay. For a moment, let me generate your ticket number. [silence] All right, let me know when you're ready with a pen or a paper to take note of your ticket number. All right.
10:00
Speaker 1
All right. I'm sorry. eight seven six, correct. one okay. That's a ticket number. Okay, that that'll that'll save us time for not to duplicate information. Okay. Thank you for your time. I'm sorry. Oh, wait, let me write down Monday to Friday 8:00 a.m to 11:00 Eastern Time. Okay. We are Eastern time too. Okay. Thank you so much. [silence]
11:00
Speaker 2
Okay. Your ticket number is 1 3 2 8 7 6. Yes. 1 3 2 8 7 6. Yes. Mhm. All right. And you're most welcome. Russ. And we're open for you as that will be 8:00 AM to 11:00 PM EST time, Monday to Friday. 8:00 AM to 11:00 PM EST, Eastern Time. [silence]
11:00
Speaker 1
for your help, I wrote it on everything. Yes, man. Thank you. You too. Bye bye. Thank you.
12:00
Speaker 2
We're most welcome. Ross and thank you for calling Linksys. Have a wonderful night. All Right. Okay.
12:00