V2 Rubric Detail — d8dc19f0-6123-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 21:16
Duration
7m 4s
Contact
Rachel Lakes
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132480
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_WHW01

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall41.7% (-14.3)

V2 Grader Summary

The agent identified the product as out‑of‑warranty and offered a paid support option or a free email guide, but performed no troubleshooting and did not resolve the red‑light link issue. No escalation was needed, yet the lack of diagnostic steps, empathy, and effort reduction resulted in an unresolved outcome.

V1 Case Analysis

Customer reported red link light on mesh node after new Cox Panoramic modem installation. Out of warranty. No model or valid serial confirmed. Sent generic troubleshooting email.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misheard and failed to correctly capture the serial number (01:00–02:00).
  • No product model was collected, preventing model-specific support.
  • No troubleshooting steps were performed despite a clear setup issue.
  • Warranty status was accurately communicated.
  • Agent placed a 3-minute hold to 'fill in everything' without explaining purpose (04:00–05:00).
Positive Highlights
  • Correctly identified and communicated warranty expiration and support limitations.
  • Offered a self-help email option when paid support was declined, providing some value.
Agent Errors / Gaps
  • Misheard and incorrectly repeated serial number (01:00–02:00), causing confusion and risking case integrity.
  • Failed to collect product model number, a critical omission for technical support.
  • Did not validate or confirm serial number before proceeding.
  • Initiated a 3-minute unexplained hold (04:00–05:00), violating communication best practices.
  • Jumped directly to paid support without attempting any basic troubleshooting or confirming topology.
  • Did not confirm customer understanding or provide structured next steps beyond email.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer reports a red link light and inability to connect; agent never resolves the issue, only offers to send an email guide.
R2 Not Met Diagnostic thoroughness conf 96%
Agent provides no troubleshooting steps, only asks for serial number and offers an email guide.
R3 Not Met Correct resolution path conf 95%
Agent determines the product is out‑of‑warranty and offers paid support or a free email guide, but does not attempt any best‑effort troubleshooting as required for OOW cases.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent does not ask diagnostic questions about the red light, power, cabling, or node status; only repeats the serial number.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (remote session, logs, router UI) are used despite the need for troubleshooting the node link.
T3 Met No misinformation conf 98%
Agent correctly states warranty status, the $15 fee for paid support, and that a free email troubleshooting guide can be sent.
Communication
C1 Met Clear & professional language conf 96%
Agent introduces themselves, gathers required info, explains warranty limitation, offers options, and closes the call with a clear next step.
C2 Met Confirmed understanding conf 94%
Agent uses plain language, repeats the email address for confirmation, and avoids technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent creates a case, does not transfer, and follows through by promising to send an email guide.
O2 Met Proactive follow-through conf 96%
Agent states they will compose the email in about three minutes and confirms the email address.
O3 Not Applicable Closure confirmation conf 100%
This is the first contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent never acknowledges the customer's frustration or difficulty; no empathy statements are made.
X2 Not Met Tone & rapport conf 93%
Agent maintains a static, script‑like tone and does not adjust to the customer's confusion or repeated requests.
X3 Not Met Overall experience conf 95%
Customer repeats the serial number multiple times due to agent misunderstanding, increasing effort; no steps are taken to reduce friction.
Call Transcript12 turns · 13 lines
Speaker 1
yes I am here with Koch Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
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 serial number ready. For assistance, press one 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 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 technical support. This is Rio. How can I assist you for today?
00:00
Speaker 1
Right now, and we are trying to link, link up, a, link- the V-Lab setup. We're trying to do that to the new panoramic Wi-Fi, but we keep getting a red light on the link. We're trying to figure it out. It was working fine before, but now it's not working. Yeah, it's not working. So. Sure. It is 25F11M3B A07685.
01:00
Speaker 2
let me just confirm, ma'am, uh, this router Linksys is working fine before or it's the first time to use the Linksys router? Oh, okay. Got it. Can you confirm to me uh what's the serial number for your router, please? Uh let me just confirm again, ma'am, if I got it correctly, that's two five F.
01:00
Speaker 1
3BA 07... L85 that is 3BA 07 eight 22 five. FYI M 3BA 807685 there are two.
02:00
Speaker 2
Sorry. [silence] 735A to 0735. [silence] Hey, [silence] You sorry? Can you try to repeat it back for me from the start? [silence] How many in total of grooves devices do you have there? [silence] or you're using, [silence] two Alkines? [silence]
02:00
Speaker 1
No we have the same internet service provider. They just added our new modem, uh, Cox cable Panoramic modem. Yeah this is the first time. Okay, my, my first first name is uh, Rachel Lake. Email address is rachel.lake, Lake.
03:00
Speaker 2
did you change your new, uh, did you change your internet service provider? that's okay. that's okay, that is uh new modem. is this ma'am the first time you called linksys? [silence] let me create first a record for you before we proceed. I know your first name and last name. how about email address?
03:00
Speaker 1
34 at gmail.com. RACHEL. Yes. [silence]
04:00
Speaker 2
By the spell of your name, ma'am is R-A-C-H-E-L. All right. Got it. Thank you. And you give me just three minutes, let me just fill in everything first in the system before I proceed. Thank you. All right. So ma'am by the way I was able to create a record for you in the system. However uh based on your records here the warranty of your product has already been expired and just to set proper expectation that we no longer provide free technical assistance for out of warranty devices however if you insist we can still provide you one time phone support lastie.
04:00
Speaker 1
Oh, my. Yes. Okay. Could you, yeah, could you email that please? Yes, again, that you can. Yes, that is correct. Okay. thank you. All right. You too. Bye bye. [silence]
06:00
Speaker 2
So it's only for 60 minutes, but there would be a fee for that. And that's $15. Um, if by chance, you don't want to pay $15, it's okay. We can still provide you uh free support. However, we can send you only an email uh troubleshooting guide so that you could be able to reconnect back your Linksys nodes to your network or to your modem and that's for free for email. Which one do you prefer? Yeah, sure. Not a problem. Again, let me confirm your email address so I'll be able to receive the troubleshooting guide. That's Rachel.lakes34@gmail.com, correct? Okay. All right. So, Ms. Rachel, after our call, give me just three minutes. I'm going to compose an email for you and you can just refresh your email, okay? Sorry. Thank you so much for your time. You have a nice day ahead. Bye bye for now. (sisters laughing) [silence]
06:00