V2 Rubric Detail — d93695b4-6f11-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 14:43
Duration
14m 9s
Contact
Louis Sager
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134455
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing direct technical support by incorrectly claiming a $15 fee was required for out-of-warranty assistance, despite policy requiring best-effort troubleshooting. This constitutes evasion of support responsibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership2.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to diagnose or resolve the connectivity issue, provided factually incorrect information about paid support for out-of-warranty devices, and avoided ownership by deferring to a fee-based service. Although communication was polite and an email timeline was set, no actual troubleshooting was performed, and the customer was left without a working solution. The misrepresentation of support policy triggers an auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer reports no internet after ISP modem replacement; router in setup mode (pink/red/blue LED). Warranty expired. Agent offered paid support and promised email instructions but performed no troubleshooting. Email failed due to AOL outage.

Troubleshooting Steps
  • Verified serial number (partial)
  • Asked if router was plugged into modem
  • Identified router in setup mode based on LED colors
  • Suggested reset and re‑configuration (no steps given)
Key Observations
  • Agent did not collect the router model number, a critical protocol failure that prevents accurate troubleshooting.
  • No actual reset or configuration steps were provided despite the issue being a common post-modem-replacement setup scenario.
  • Agent incorrectly stated that assistance requires a $15 fee without first offering free basic triage steps like power cycling or factory reset.
  • Failed to confirm a valid email address for sending instructions, rendering the promised support ineffective.
  • Agent did not follow the required escalation path for out-of-warranty customers by failing to provide any self-help resources or KB links.
Positive Highlights
  • Polite greeting and empathy at the start of the call.
  • Attempted to verify the serial number provided by the customer.
  • Offered to send written instructions via email as a fallback path.
Agent Errors / Gaps
  • Missing model number collection — critical omission that violates protocol and prevents accurate support.
  • No actual reset or configuration steps provided — failed to perform basic troubleshooting.
  • Incorrectly stated that assistance requires a $15 fee without first offering free basic help — violates support policy for out-of-warranty triage.
  • Failed to confirm a valid email address for sending instructions — led to broken promise of support.
  • Did not cite or direct customer to any KB article or self-service resource — missed opportunity for self-help.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or perform any troubleshooting; only offered paid service or email instructions without confirmation of resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted — agent skipped modem-WAN verification, LED interpretation, or reset guidance despite clear symptoms.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated a $15 fee is required for OOW support, violating the OOW best-effort policy which mandates troubleshooting regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause — did not ask about WAN connection, modem type, or ISP configuration despite customer mentioning a new modem and partial connectivity.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used — agent did not attempt remote diagnostics, verify firmware, or guide customer to local web interface despite needing to confirm setup mode and WAN status.
T3 Not Met No misinformation conf 97%
Agent provided materially incorrect information: claimed customer must pay $15 for out-of-warranty support, which contradicts documented policy allowing best-effort troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent framed the interaction and maintained basic control, but created confusion by introducing a fee then offering free email, undermining clear expectations.
C2 Met Confirmed understanding conf 95%
Agent used simple language, confirmed spelling of names and email, and adapted to customer’s pace during address entry.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent avoided ownership by deferring resolution to a paid service or email, rather than guiding the customer through required steps.
O2 Met Proactive follow-through conf 96%
Agent clearly stated instructions would be sent within 5–10 minutes, setting a specific timeline for follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue could have been resolved at L1 with proper troubleshooting.
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 91%
Agent apologized and used polite language, but introduced a fee that undermined empathy and implied the customer was responsible for cost due to age of device.
X2 Partially Met Tone & rapport conf 89%
Agent matched customer’s need for clarity in spelling but did not acknowledge frustration over four days of downtime or adjust tone accordingly.
X3 Not Met Overall experience conf 95%
Customer had to repeat email address multiple times and was not guided through immediate troubleshooting, increasing effort unnecessarily.
Call Transcript28 turns · 29 lines
Speaker 1
I can't hear you. Can you speak up?
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. 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. I take it, we're calling, LinkSys. My name is Josh. How may I assist you today? Oh, hello, ma'am. Thank you for calling LinkSys. How may I assist you today? [silence]
00:00
Speaker 1
Hang on a minute, I'll go get my hearing aid. I'm sorry. I thought I was good getting a serial number and everything and oh, and I'm something else. Hang on a minute.
01:00
Speaker 2
No worries, man. Uh-huh. No worries, man.
01:00
Speaker 1
Hello? Hello? Hey. That's sounding better now, thank you. Um, was I again gave you the serial number? What's that? Uh-huh. It's 33C is in cherry, 10, or I 0M, 2B, C O 4 2, 402. And I think it says six.
02:00
Speaker 2
Hi, ma'am. I, yes, I get in there. You're most welcome. Uh, yes, ma'am. May I have now the serial number? Thank you.
02:00
Speaker 1
at the end. Uh-huh. Uh-huh. Uh-huh. That's correct. You do know or you don't know. Well, let me tell you, my last four days have been something else. Let's get this guy, putnoprison. Tell him whether or not they send
03:00
Speaker 2
All right. So, thank you so much for that one, Mad. So, let me verify again the serial number. Okay. So, the, uh-huh. So the serial number is three three C for Charlie, 10 and 4 Mike, 2B, uh, sorry B for Bravo, C for Charlie, 04026. Is that correct? Thank you so much for confirming. Uh-huh. Thanks so much for confirming, and may I know the issue with this Lynx system router? Uh, I'm sorry, ma'am, I don't know the current sorry, the current issue with the device. So... Hmm.
03:00
Speaker 1
we came home from Virginia. I had been away for two months. I came home and I had no television, no telephone and no internet. And I called Spectrum, who is my carrier, and they came and put down a new modem and they laid a cable from someplace to the house and now I have everything back except for AOL.
04:00
Speaker 2
Got this one. And just to verify, is this Linksys router currently plugged in into your modem? That's great. And what's the light on the front on this Linksys router?
04:00
Speaker 1
It looks like there's pink and red and blue. Uh-huh, just a little strip of each. Yeah. It's on what? No, I did take out the plug and and redid that. I I don't know.
05:00
Speaker 2
However, is it showing? So just to confirm on the front on the linksys router the light is currently showing solid pink or purple, correct? So so that means that the router is on setup mode. So prior calling us did you press the reset button? Ah yes, ma'am. uh the router is currently on setup mode. So just to verify. Did you press the reset button prior calling us? Yeah, ha.
05:00
Speaker 1
Oh, there's two buttons here. Uh, I guess it's a blue one and a red one. And there's an on and off button. The red one. My name is Louise Sager, S-A-G-E-R. Louise, yeah. [silence]
06:00
Speaker 2
No worries, ma'am. yeah, however, since you mentioned the... uh-huh. yeah, the red one... yeah, so the red one is actually the reset button. however, yeah, we might still need to... yeah. so don't worry since you mentioned that they your uh spectrum replaced their modem. yeah, for this one, you still need to reset and reconfigure your router. so, in order for me to create that ticket or case here, may I have again your first and last name? And your first name Lewis spelled as L-O- Wine. [silence]
06:00
Speaker 1
I S A L E s is in David l as in Louise and Sager our last name and fl at aol.com Sam A G E R a
07:00
Speaker 2
Thank you so much for that one. And what about your email address? Uh huh. Thank you so much for that one. And I really do apologize, ma'am. Can you spell out your last name again? Uh huh. All right. Thank you so much for that one. So again, your email address is D for Delta, L for Lima, your last name, S A G E R, FL@aol.com, correct? Excellent. Thank you so much for confirming. All right.
07:00
Speaker 1
I'm not understanding all you're saying I'm sorry oh I'm sure that it must be three or four years old and then that's why I was wondering if maybe I needed a new router
08:00
Speaker 2
So for this one, ma'am, yeah, we might just need to reset and reconfigure your router. However, before we proceed for the troubleshooting, I'm going to set your expectation regarding the hardware warranty status of this router, okay? So no worries, ma'am. So the thing, ma'am, according here on our tool, the hardware warranty of your router has already expired and I really yes, ma'am. However, ma'am, uh, oh yeah, so for this one, yeah, you might need to like purchase a new router, however, I rest assured that this router of yours is still working. It is just that it needs to be
08:00
Speaker 1
Okay. And you can do that? Oh. So, so I might better just buy a new thing. Cause I'm not gonna put a lot of money into, oh, cause I, I, I, I, I, I'm not gonna put a lot of money into, you know. Okay.
09:00
Speaker 2
reconfigure and I'm gonna now explain regarding with the yes ma'am I can walk you through in how to properly reset and reconfigure the router. However you need to pay $15 ma'am because we no longer provide assistance for out of warranty devices. However ma'am if you so however again if you wish to hmmmm yes however ma'am if you don't I yes I I totally understand nem don't worry if you don't want to avail the the paid service I will be sending you a step-by-step instructions via email on how to reset and reconfigure this router.
09:00
Speaker 1
But it's my AOL email that doesn't work. It comes up, oh, try again. That's the part that doesn't work. I haven't had one for email for AOL for four days that I know of. I don't know how long everything was out before. I, I, I've got an idea. Can you send that email to my daughter at her email address?
10:00
Speaker 2
Mm-hmm. And press assured that you will receive the email within five to 10 minutes. Ah, so do you. Uh huh. Yeah, because because you don't have an internet connection as of the moment. Is that correct? Uh huh. Uh huh. Uh do you have another email? Uh huh. Uh do you have another email? Uh huh. Uh do you have another email? Mm-hmm. Mm-hmm. Yes.
10:00
Speaker 1
She, she gets AOL up in Virginia. Hers is SS Dariani. D is in David. Are you with me? You got SS D, D is in David. E is in Evelyn. C is in Charlie. No, wait. Darioanici, D-E-N-E-K-K-K-K-K-H-E. Spell that back to me, would you? [silence]
11:00
Speaker 2
yet I'm sorry can you yes ma'am Danny and the domain is still the same which Yeah Danny yeah according here on our end
11:00
Speaker 1
see. See. Oh, you have it. Uh, n-c-k-e. Oh, wait, I got to write it. D-e-n-e-c-k-e. Got it now? That's correct. Okay, I'll, give her a call and, tell her that, okay, well thank you for, helping me, I'm, I'm sorry I'm so ignorant on all of this, but. Well, I'm glad you think not. Okay, you take care now. I've, I didn't catch your name but I appreciate your help, so. Josh, okay. That's good. Thank you, for helping me, Josh. Uh, and you all,
12:00
Speaker 2
she will receive my instructions within five to ten minutes. Yes, ma'am. So, mhm. Thank you so much again for calling Lenxes, ma'am and you have a great day. No, no worries at all, ma'am. No worries. Mhm. Yes. Uh huh. My, yeah, you're, thank you so much for your appreciation and my name is Josh. So, that should, yes, ma'am. All right, ma'am. You are most welcome, ma'am and again, thank you so much for calling Lenxes. You have a great day, okay? Take care.
13:00
Speaker 1
Thank you again. Yeah. Bye.
14:00
Speaker 2
Thank you, thank you. You're most welcome, bye for now.
14:00