V2 Rubric Detail — d65d54f4-646c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 01:36
Duration
8m 22s
Contact
Catherine Short
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133382
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent connection
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided performing any basic troubleshooting or diagnostic steps for a common red-light/no-internet issue, instead immediately redirecting to self-service or paid support without attempting resolution, which constitutes evasion of core support responsibilities.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, offer technical guidance, or demonstrate ownership, instead redirecting the customer to self-service and paid options. Despite the issue being within standard L1 scope (red LED on MR5500), no diagnostic steps were taken, triggering an auto-zero for Avoidance/Evasion. The interaction resulted in no progress toward resolution.

V1 Case Analysis

MR5500 solid red LED, no internet. Out-of-warranty. Provided support.linksys.com and AI chatbot guidance; offered $15 paid Connect service. No troubleshooting performed.

Troubleshooting Steps
  • Collected device model and serial number
  • Collected customer name, email, and phone number
  • Verified internet service provider (Spectrum)
  • Confirmed single-router topology
  • Checked warranty status (out of warranty)
  • Explained dependency of router on active modem connection
Key Observations
  • Agent correctly identified the product model and collected serial number, satisfying protocol requirements.
  • Agent provided accurate URLs (support.linksys.com) and correctly referenced the AI chatbot for self-help.
  • No basic troubleshooting steps (e.g., power cycle, WAN cable check, reset) were performed despite solid red LED indicating a potential physical/WAN issue.
  • Paid support was offered before attempting any free, safe diagnostics.
  • Warranty status was accurately identified and communicated based on explicit agent statement.
  • Customer was left with a valid self-help path, but no hands-on troubleshooting was attempted.
Positive Highlights
  • Collected complete customer information (name, email, phone number) for follow-up.
  • Accurately identified and confirmed product model (MR5500) and serial number (45K10M26C03537).
  • Correctly communicated warranty status and support options based on explicit evidence.
  • Provided accurate self-help URLs (support.linksys.com) and informed customer about AI chatbot assistance.
  • Maintained professional and polite tone throughout the call.
Agent Errors / Gaps
  • Failed to perform any physical-layer troubleshooting (e.g., power cycle modem and router, check WAN cable connection) despite solid red LED symptom, which per KB indicates a likely WAN/modem connection issue.
  • Prematurely offered paid support without first guiding the customer through standard, free diagnostic steps.
  • Did not confirm whether the WAN cable was securely connected between modem and router, a basic step for red LED issues.
  • Did not suggest checking modem status beyond customer’s verbal report of three solid blue lights.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent offered only self-service or paid support without resolving the red-light issue or confirming internet connectivity; no resolution path was completed.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps (e.g., power cycle, direct modem test, WAN status check) were performed; agent skipped diagnostics and redirected to external resources.
R3 Not Met Correct resolution path conf 97%
Despite the device being out of warranty, agent provided no best-effort troubleshooting (e.g., reboot, setup check), violating OOW support standard which requires meaningful assistance.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to ask key diagnostic questions (e.g., 'Did you restart the router?' or 'Can you test at the modem?') and did not identify root cause of red LED.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., local admin UI at http://192.168.1.1, speed test, firmware check) were used or suggested, even though they are essential for diagnosing a red-light/no-internet issue.
T3 Met No misinformation conf 99%
Information about warranty duration, support.linksys.com, AI tool, and paid connect service was factually correct and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent collected model/serial and maintained basic call flow but failed to set expectations for troubleshooting or explain next steps clearly.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language but did not adapt to customer’s apparent frustration or confirm understanding of self-service options.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent transferred responsibility to self-service and paid options without attempting to resolve the issue, failing to demonstrate ownership.
O2 Not Met Proactive follow-through conf 95%
Next steps were vague ('try the website', 'call back if needed') with no specific guidance, timeline, or commitment to follow-up.
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 Met Correct escalation decision conf 96%
Basic red-light issue on MR5500 is within L1 scope (reboot, WAN check, firmware); escalation was not warranted, but agent should have attempted resolution instead of avoiding it.
E2 Not Met Escalation prep & handoff conf 94%
No escalation occurred, and one was not appropriate; however, agent failed to resolve a standard L1 issue, making this a failure of judgment by not acting at all.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
Agent never acknowledged customer’s frustration, repeated effort, or inconvenience; communication remained transactional and impersonal.
X2 Not Met Tone & rapport conf 97%
Agent used a scripted tone throughout and did not adjust pace or style to customer’s hesitations or confusion, leading to disengagement.
X3 Not Met Overall experience conf 96%
Customer had to repeat personal and device details unnecessarily and was directed to online tools without agent-side support, increasing effort.
Call Transcript16 turns · 17 lines
Speaker 1
Hey, my router is offline, the modem we have is online, but I guess they're not communicating. I don't know, the router has a red light on the front of it, and I don't have
00:00
Speaker 2
Welcome to link sys 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 products, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Debbie. How can I help you? [silence]
00:00
Speaker 1
Internet. I've verified that the connection has three blue solid lights on the front. And the technician that we called said that um, that if it has those blue lights, solid blue lights, then that means there is Internet uh with the with the modem. Yes. The computer straight to the modem? No, the modem is... Uh, no, I don't even think I have the I don't even think I have that on my computer. Um, what...
01:00
Speaker 2
Okay, so you see a red light on your Linksys router, so you're, you did verify your connection from your modem, right? Okay, but you haven't connected your computer straight to the modem. They didn't try that. Uh, yes, okay, that's fine.
01:00
Speaker 1
[silence] the model number is capital M capital R 5 5 0 0. Okay. It's I got it. It's 4 5 capital K 1 0 capital M as in Mary. 2 6 capital C as in candy 0 3 5 3 7.
02:00
Speaker 2
Yeah. Before we'll proceed, ma'am, can you have first the model number and the serial number of your link's device? Just try to look underneath it. And what is the serial number? Just underneath the router. Okay, thank you for that information. Let me just check it here. And how long have you been using this device?
02:00
Speaker 1
I don't I I have no idea maybe some a number of years. Yeah. Three or four years. Three or four years. Do you want the name of the person that lives here? Okay, it's Catherine with K a T H R Y N. Johnson, J O H N S O N. Do I have to give that to you? Yeah. Yeah.
03:00
Speaker 2
All right. Let me just create a record, ma'am. Can I have your name? Um, just your name, ma'am for documentation purposes. Catherine with a K or C? Okay. And your last name? Johnson. And what about Yes. And your email address? Yes, ma'am, for documentation purposes.
03:00
Speaker 1
It's 1 2 3 K M. Yeah, it's it starts with 1 2 3. Yeah, 1 2 3 K M as in Mary J at gmail.com Spectrum. Just one. Okay.
04:00
Speaker 2
your email address. Okay. and email. and who is your internet service provider? spectrum. Okay. all right. so you do have a modem connected right now to your linksest box, right? the uh spectrum box is connected to the linksest. Okay. and how many linksest devices you have? just one? all right. Okay. so, yeah, since you don't have internet connection, ma'am, there's a need for us to re-configure your linksest um router. all right. that is the uh the problem. so, yeah, we just uh since you [silence] Listen, so we are, we really need to make sure that there's an active internet connection with your modem, because the link this router relies on your modem connection, so if there's no connection on the modem, the link this router will not work, right? So, upon checking here in our system, Ma'am Johnson, your router, MR 5500, is already out of warranty. The warranty period is only good for one year from date of purchase. All right. However, we can give you two options for this, Ms. Catherine. Uh, you can go for our website, which is support.linksys.com. You can find their articles on how to set up or reconfigure this link this router. Okay. That's actually what you need to do since there's no connection on the linksys. You can also take advantage of our AI tool at the bottom right. So, you can ask our AI, you can ask your questions there and, uh, [silence]
04:00
Speaker 1
So you can't walk us? I'm sorry, go ahead. OK. the online thing. [silence]
06:00
Speaker 2
our AI agent how to set up this router. And the second option is our paid connect service, which will cost you $15. Okay, it's gonna last for 60 minutes of troubleshoot, and this service is non-refundable. So we would be able to walk you through. Yeah, we would be able to walk you through the process, but there's a fee for the service. So you can try first the online site ma'am, which is support.linksys.com. That is for free. Um, there are articles there on how to set up your linksys router. Okay.
06:00
Speaker 1
Um I guess okay. Any question okay um all right I'll just we'll give you a callback if the online stuff doesn't work. All right It's 919 I'm going to give you another phone number 919 412 918 uh nine.
07:00
Speaker 2
So, how would you like us to proceed, ma'am? If you want, you can always try the website first. Okay, and if you really can't make it, um, then you can always give us a call back since we're open up until 11:00 p.m. E.S.T. Okay. All right. Not a problem, ma'am. So, thank you again for calling Linksys. Just give us your phone number if ever you need to call us, okay? So we can pull up your record here.
07:00
Speaker 1
Correct. Thank you too. Bye bye.
08:00
Speaker 2
Yeah. It's 9, 19, 4, 1, 2, 9, 1, 8, 9. Correct. Okay. All right. No, no problem, ma'am, so I'll just update your record here. Okay, then. Thank you again for calling, Lynch's. Ms. Johnson, this is Eppie. You do have a great night. Take care.
08:00