V2 Rubric Detail — da7ed444-76dd-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 12:51
Duration
10m 8s
Contact
No name
Issue Type
VPN
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135626
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to access a specific website
⚠ Auto-Zero applied: Agent engaged in Avoidance/Evasion (B) by refusing to perform basic troubleshooting and immediately redirecting to paid support without assessing the issue, which constitutes a critical failure per rubric.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic process or use any tools, incorrectly claiming that a green LED proves the device is 'working' despite the customer's inability to access the internet. The agent avoided troubleshooting and steered the call toward paid support, resulting in a critical failure for Avoidance/Evasion.

V1 Case Analysis

Customer cannot access Google and wants to install a VPN on router/streaming box; agent offered paid support, gave no troubleshooting, and did not resolve the issue.

Troubleshooting Steps
  • Asked about main node LED color (solid green).
  • Suggested using Chrome browser to access the site.
  • Explained mesh devices do not act as VPN servers, only as VPN clients.
  • Recommended installing VPN client on computer or phone.
Key Observations
  • Agent did not collect essential product information (model, serial, warranty).
  • No basic troubleshooting (reboot, DNS check, speed test) was performed for the connectivity issue.
  • Agent pushed paid support without first attempting to resolve the problem.
Positive Highlights
  • Agent maintained a polite tone and repeated key information.
Agent Errors / Gaps
  • Missing product model/serial collection violates protocol.
  • Provided inconsistent pricing ($15 then $33).
  • Suggested using Chrome despite customer explicitly refusing; irrelevant to issue.
  • Failed to perform any concrete troubleshooting steps for website access.
  • Did not confirm whether the issue was resolved before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never resolved the customer's inability to access Google; instead pivoted to paid support without technical resolution.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps (e.g., reboot, DNS check, firmware verification) were performed despite a clear connectivity symptom.
R3 Not Met Correct resolution path conf 93%
Agent failed to determine warranty status or device model, skipped basic diagnostics, and defaulted to paid support without assessing supportability.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent asked no diagnostic questions about network setup, device type, or error messages; assumed router was working based solely on LED color without verifying connectivity.
T2 Not Met Appropriate tools / resources used conf 92%
No tools (e.g., router login via http://192.168.1.1 or http://myrouter.local, DNS test, speed test) were used or suggested, even though the issue required investigation beyond verbal description.
T3 Not Met No misinformation conf 90%
Agent claimed 'as long as the color [is green]... the router or your Linksys device are online or working,' which is technically inaccurate as a solid light does not guarantee DNS/internet routing functionality. Additionally, the agent's claim that they are 'not technically trained for Google' is a failure to address the router's role in DNS/connectivity.
Communication
C1 Not Met Clear & professional language conf 93%
Agent failed to set expectations, provide structure, or maintain control; conversation looped without progress or clear agenda.
C2 Not Met Confirmed understanding conf 91%
Agent repeatedly recommended Chrome despite customer’s explicit rejection and technical concerns, showing no adaptation to customer’s preferences or comprehension level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; immediately shifted focus to selling paid support instead of attempting resolution.
O2 Not Met Proactive follow-through conf 94%
No actionable next steps were provided beyond pricing for paid support; no timeline or follow-up plan offered.
O3 Not Met Closure confirmation conf 92%
Customer mentioned prior contact ('I talked to you yesterday'), but agent did not reference any history or prior actions taken.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
No escalation was made despite an unresolved technical issue that required deeper investigation; agent defaulted to paid support instead.
E2 Not Met Escalation prep & handoff conf 93%
Escalation was not executed, and no handoff path was discussed; customer was left with only a paid option, not a support path.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent offered only generic apologies ('I really do apologize') without acknowledging the customer’s frustration or repeated effort.
X2 Not Met Tone & rapport conf 92%
Agent maintained a one-size-fits-all tone, ignored customer’s expressed distrust of Chrome, and failed to adjust pace or approach under pressure.
X3 Not Met Overall experience conf 94%
Customer had to repeat the core issue multiple times; agent introduced unnecessary friction by pushing irrelevant solutions (Chrome) and paid service.
Call Transcript19 turns · 20 lines
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 two. Please select from the following options. If you're experiencing issues with your LinkSys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI
00:00
Speaker 1
Hi, Josh. You wouldn't be Josh and me now, would you? I talked to you yesterday. I'm on your's website. I'm on the website and the AI bot is incapable of helping me. I'm sorry.
01:00
Speaker 2
Hi thumbs up for calling Linksys. My name is Josh. How may I assist you today? [silence] Hello, sir. [silence] Hello, sir. Uh-huh. [silence] Aha, and what's with all that? [silence] I'm sorry, just to confirm, the AI bot wasn't helping at all. [silence] Uh huh, just to confirm that you tried to chat with our AI bot, however, the AI was not helpful.
01:00
Speaker 1
Yeah, my Linksys support assistant is incompetent. [silence] Yeah, I can't I can't access Google. My software in my Linksys router is preventing me from connecting to Google. [silence] I'm sorry? [silence] Solid blue? [silence] No, nothing solid blue. It just says your software will not let you connect to.
02:00
Speaker 2
Bot wasn't helping. Is that correct? Got it. And I assume you're still experiencing the same issue. Like you cannot access the the specific website and the name of that website again is Private internet Access? I see. Now what's the light on the main node? Is it still showing solid blue? Uh what's the light now on the
02:00
Speaker 1
Google it's when I put in my username and password in Microsoft it's green G R E E N green okay well I tried I tried MSN also
03:00
Speaker 2
Wait. Uh, I'm sorry. Are you getting that warning message or error message when you try to install the VPN server on your computer? I see. Uh, however, let's go back on the Linxis devices. What about the main node? What's the light color on the main node? Can you check if it's still showing solid blue? Solid green. All right. Yeah. If it's green, sir, that means that the main node is online and if you are having a hard time accessing Google on your ad, uh, I really do apologize for that one, but we're not technically trained for Google. What I can assure you is that as long as the color.
03:00
Speaker 1
What browser do you want me to use? Yeah, I don't like Chrome. That's why I'm that's why I need to get online cuz I want to put a VPN on my on my router. I need to use the VPN. Actually, I want to put a VPN my streaming box. But Chrome Chrome is not gonna Chrome I haven't there's no if you when I read about Chrome when it first came out, there's no protections on Chrome. None. That's why I don't use Chrome and I never will. You're talking to a guy that will never use Chrome. Don't want it?
04:00
Speaker 2
[DOWNWEIGHT] Uh, try to use, uh, Chrome. I would recommend using Chrome, to access the specific website. I see. Uh yeah, however for it, I understand, sir, and, however, ah so regarding with the VPN, I'm going to, I understand, sir, however if, uh, ah.
04:00
Speaker 1
Don't use it. Stay away from it with a 10-foot pole. No. I have two mesh routers and they're both green.
05:00
Speaker 2
Got got that one. sir. So, however, again, as long as the light on the main node is showing solid green, rest assured that the router or your Linksys device are online or working. So uh, have you just... yes, sir. So if that's the case, then again, rest assured that they are online. So uh, I believe uh, since you are trying to download or install a VPN server VPN software on the router, I'm gonna set your expectation that all our mesh devices, including the one that you had is not supported as a VPN server. However, uh, rest assured that your device is supported with VPN client.
05:00
Speaker 1
I'm trying to install it on my my streaming box but to do that, I need to get onto Google, but I won't let me get onto Google. We're going back. We're going around and around here, bud. I'm on Linshis website right now. I'm on the support center. I'm on technical support. That's why how I got your phone number.
06:00
Speaker 2
vpn should be installed on your computer or on your phone, not now. the router itself. Yes sir. the thing is, for this one, rest assured that your linksys router are working. It is just that you need to open a browser on your computer to access on what websites you are trying to access first. So, again, as since you don't want to use UH, and yes sir. So, again, if you want to access,
06:00
Speaker 1
[silence]
07:00
Speaker 2
[silence]
07:00
Speaker 1
well what is your name oh yeah, I'm sorry, Josh what's the charge for phone assistance? are you charged by by by by incident or by ear? [silence]
08:00
Speaker 2
informing them that You've installed a static DNS on your router, like enter Cloudflare DNS on your router itself. However, regarding the hardware warranty status of your devices, we can no longer provide for devices that are already out of support like the hardware warranty. However, again, I can still I can send you and step by step instructions via email if you want. My name is Josh, sir, spelled as J O S H. It's $15, sir, like 1 5, no, sir. The paid service is like a 33
08:00
Speaker 1
[silence] Now, the issue's not been fixed. So, it's per incident. And and there's no guarantee. How much is it per incident with no guarantee? Josh. Please don't Josh me. $15.00? Okay. Well, when I dig a hole in my backyard and come find $15.00, I'll call you back. Okay, Josh?
09:00
Speaker 2
We'll last up to 60 minutes or an hour, and there's no refund, sir, if, for example, if the issue has not been fixed. So it's still going to be a- yeah, if the issue has not been fixed. Uh, yes, sir. Or issue. Yes, sir. It's still a 50-50 chance, so don't worry if ah, $15, like one five, 15 ah, $15, sir. That's correct. Got that one, sir. And again, if you need further assistance in the future, All right.
09:00