V2 Rubric Detail — d4ba2f5a-69d5-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 22:50
Duration
8m 31s
Contact
Madison Hainrich
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133684
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400_Slow connection.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall47.4% (-8.6)

V2 Grader Summary

The agent demonstrated ownership and clear communication by creating a case, confirming details, and providing next steps. However, no troubleshooting was performed, no diagnostic questions were asked, and the customer’s connectivity issue was left unresolved. Despite accurate information about warranty and paid support, the lack of technical engagement results in an Unresolved outcome.

V1 Case Analysis

Customer reports slow internet and TV connectivity issues with E4200 router (S/N: 30NNS1M23D065470). Agent confirmed expired warranty and offered paid support without troubleshooting. Ticket #133684 created; email article promised for Wi-Fi channel change.

Troubleshooting Steps
  • Collected serial number and contact information
  • Confirmed warranty status (expired)
  • Offered paid-support article for basic Wi-Fi channel change
Key Observations
  • Agent skipped all KB-recommended troubleshooting steps for speed/performance issues (modem testing, speed tests, router reboot).
  • Paid support offered immediately after warranty confirmation without attempting free diagnostics, violating support protocol for out-of-warranty cases.
  • No verification of router access (http://192.168.1.1 or http://myrouter.local) or LED status was performed despite customer reporting connectivity issues.
  • Communication was clear but overly scripted; customer had to correct email spelling multiple times.
Positive Highlights
  • Collected required customer information (name, phone, email, serial number) accurately.
  • Clearly communicated warranty expiration and support options.
  • Provided a concrete next step (email article) and ticket number (133684) for follow-up.
Agent Errors / Gaps
  • Failed to perform any KB-recommended troubleshooting steps for speed/performance issues (universal_speed_below_plan.md).
  • Moved directly to paid-support offer before confirming basic router functionality or attempting free diagnostics.
  • Did not verify router access URL or LED status as required by adjacent_connecting_devices.md.
  • No validation of internet status at modem or router level was performed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome; only offered an article and paid support without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed—no questions about LED status, modem, cables, or speed tests; jumped straight to paid support.
R3 Not Met Correct resolution path conf 95%
Despite the device being out-of-warranty, agent offered paid support instead of attempting best-effort troubleshooting like a factory reset or settings check.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify symptoms or ask diagnostic questions; no logical process applied to determine root cause.
T2 Not Applicable Appropriate tools / resources used conf 92%
No tools were used because no troubleshooting occurred; customer was not guided to local interface or speed test.
T3 Met No misinformation conf 96%
Agent correctly stated warranty expired in June 2024 and accurately described the $15 paid-support option and its limitations.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent maintained call control and collected information but failed to guide the customer toward resolving the technical issue.
C2 Met Confirmed understanding conf 95%
Agent used clear, simple language, confirmed spelling of name and email, and avoided technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent created a case, stayed on the line, and provided a ticket number instead of transferring—demonstrated ownership.
O2 Met Proactive follow-through conf 95%
Agent set clear next steps: email with article within 5–10 minutes and ticket number for future reference.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—agent handled the interaction directly.
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 92%
Agent was polite but did not acknowledge the customer’s frustration about being bounced around or express empathy for the poor connectivity.
X2 Partially Met Tone & rapport conf 91%
Agent maintained a neutral, scripted tone and did not adapt to the customer’s emotional state, though communication remained clear.
X3 Met Overall experience conf 94%
Agent collected information once, sent an article, and provided a ticket number—avoided unnecessary repetition or steps.
Call Transcript16 turns · 17 lines
Speaker 1
Yeah, hi, I've just been bounced around with a few people, so I'm hoping you can steer me in the right direction. I'm just having connectivity issues. I started talking to my Wi-Fi provider. They gave me the number to the person that I have. I'm going to transfer right now. Okay. We'll wait for that transfer. Okay, thank you. Okay. [silence] Yeah, I've just been bounced around with a few people, so I'm hoping you can steer me in the right direction.
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. linkss.com. Please have your device serial number ready. For assistance, press one now. For out of warranty product, 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. [silence] Hi, thank you for calling. My name is Raquel and how may I assist you today? [silence]
00:00
Speaker 1
I have a modem through. Called them. They said they can't access it cuz it's out of service, not out of service. Something, out of something. And then they said call back, bloom. Bloom is like, actually, I think your modem looks good. Even though it's like an older model. It looks like your router might be the problem. So then they gave me your number and I'm talking to you. Their internet, it just stinks. It's very, very slow. And I can't even get one of the TVs to like connect to the internet to like play like Netflix. And it's just like, yep, sorry. [silence]
01:00
Speaker 2
I see understand just to verify the main concern is there's no internet on your router is that correct? okay I see got it. So you're enable to access this. Okay no worries um to address you properly with your Linksys router may have the serial number found at the bottom it's labeled with S slash N.
01:00
Speaker 1
Yes. Got it. So serial number is three zero N.N.S. in as in November. One zero M as in Mike. Two three D as in dog 06 5470. Yes. Um, yes. Madison M.A.D. I.S.O.N. Heinrich H E I N as in Nancy R I C.H.
02:00
Speaker 2
All right, thank you. And is this your first time calling Linksys? Got it. And to confirm, the model number showing at the bottom, is it showing E4200, right? Thank you. And let me create a record here, since this is your first time calling. May I have your first name and last name? All right, thank you.
02:00
Speaker 1
845, 699, 7443. Uh, it would be my first name, Madison, L, and then my last name, Heinrich, H-E-I-N-R-I-C-H, at uh gmail.com. Yeah, bloom. Oh, yeah.
03:00
Speaker 2
Thank you and may I have your phone number in case we get disconnected? I will be able to call you back.
03:00
Speaker 1
yes uh no Wi-Fi yep my computer as well I I don't know Yeah, cause I can't do it on my own, right? Or is there a way to do it on my own? [silence]
04:00
Speaker 2
...is same after optimizing the settings, last resort is to reset the router to back to factory settings. And to set your expectation regarding with the warranty of your Linksys router, it actually ended of last June of 2024. And for our out of warranty devices, Madison, if you wish as to walk you through with troubleshooting of your Linksys router, optimize its Wi-Fi settings, we do have this paid support amounting to $15. It's a non-refundable technical support, lasting for one hour. If we determine your device is defective, no refund or replacement will be given. Would you like to avail this paid support? ... Understood.
05:00
Speaker 1
[silence] Yeah, that works. Uh no, it's actually H as in yeah, Hotel. E as in Echo. I think that's you said I by uh, I as in India. N as in November. R as in Rocky. I as in India, C as in Charlie. H as in Hotel. Sorry, I didn't know if you said echo or alpha. My bad.
06:00
Speaker 2
paid support, we have this article guide where I can provide you a step-by-step instruction on how to access your router settings to change channel. If it's still the same, then that will work as well. All right, so I can send it to your email after this call. I just want to make sure I got correctly your email. So, that's Madison L. And your last name, I'll spell it again. That's H for hotel, A for Alpha, I for India, N for November, R for Romeo, I for India, C for Charlie, H for hotel@Gmail.com. Is that correct? Uh-huh. Uh-huh. Okay. All right.
06:00
Speaker 1
Okay, perfect. And then. If I still can't figure it out, can I call you back and then do the paid service then? Okay. Okay. Uh, yeah, I'm good. Whenever you're ready.
07:00
Speaker 2
Okay, that's okay. I got it corrected. Thank you for correcting that. It's actually already corrected from A to E and you will be receiving the email article guide after this call, 5 to 10 minutes, okay? All right, and if you wish to avail, um-hum. Yes, you can. I can instead provide you a ticket number in case you've change your mind and you're unable to um access the settings and configure on your router. Let me just generate your ticket number for a moment. All right. And do you have a pen and paper? All right. So you're okay.
07:00
Speaker 1
133684. Perfect, sounds good. I will check my email then and then look for that article. Thank you for sending that. Thanks, you too. Bye.
08:00
Speaker 2
Your ticket number is 133 6 8 4. Yes. All right. this is you're most welcome. And this once again, Raquel. Thank you for calling. Lincoln's and have a wonderful night, Madison. Take care. Welcome. Bye Bye.
08:00