V2 Rubric Detail — dc85d940-5f9a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 22:23
Duration
8m 23s
Contact
Jason
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133507
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7200_No internet wired and wireless.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B) – agent avoided required troubleshooting steps and pushed paid support without attempting resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical1.25/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform any basic troubleshooting for a red-light node and TV connectivity issue, skipped diagnostic steps, provided an incorrect support URL, and incorrectly addressed the customer. Instead of offering best-effort support, they immediately pivoted to a paid service option, resulting in an unresolved case with clear evasion of responsibility.

V1 Case Analysis

Customer unable to connect Samsung TV; one MX8500 mesh node shows solid red LED. Agent declared device out of warranty, offered paid support and gave wrong website; no troubleshooting performed.

Troubleshooting Steps
  • Collected model number (MX8500) and serial number
  • Confirmed device out of warranty
  • Asked about number of devices and internet provider
Key Observations
  • Agent directed customer to support.lg.com (timestamp 07:00), a non-Linksys, non-functional URL for this issue.
  • No mesh-rebuild steps (reset, 5-press, pair button) were provided despite red LED symptom (timestamp 06:00).
  • Agent failed to create a HappyFox case despite clear product and contact details (timestamp 04:00).
  • Long silences (timestamp 03:00, 07:00) and repeated requests indicate poor call control.
  • Customer expressed frustration with process (timestamp 05:00), which was not acknowledged.
Positive Highlights
  • Correctly identified that red LED indicates loss of connection from parent node (timestamp 06:00)
  • Collected model number, serial number, customer name, and email (timestamp 02:00-04:00)
  • Explained warranty status and support options (paid vs. self-help) despite inaccuracies (timestamp 07:00)
Agent Errors / Gaps
  • Provided incorrect support URL: 'support.lg.com' instead of 'support.linksys.com' (timestamp 07:00)
  • Failed to follow mesh-rebuild KB for red-light node on MX8500 (timestamp 06:00)
  • Did not create a case in HappyFox despite having all required customer and product details (timestamp 04:00)
  • Did not confirm or correct serial number normalization (transcript '43F1...1440' likely 43F10M3A8B01440)
  • Misgendered customer as 'ma'am' despite name 'Jason Mitch' (timestamp 01:00, 07:00)
  • Gave no actionable troubleshooting steps for red LED condition (timestamp 06:00)
  • Allowed long silences without explanation (timestamp 03:00, 07:00)

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered paid service and directed customer to support.lg.com, which is incorrect; no resolution provided for TV connectivity or red-light node issue.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, reset, 5-press, pairing) were attempted despite red LED and connectivity issue; agent skipped all diagnostic actions.
R3 Not Met Correct resolution path conf 96%
Agent identified out-of-warranty status but failed to provide best-effort troubleshooting (e.g., factory reset, 5-press, node re-pairing), violating OOW support standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent noted red LED but asked no follow-up questions about power cycle, parent node status, or firmware; no logical diagnostic sequence initiated.
T2 Met Appropriate tools / resources used conf 92%
Agent used internal system to check serial number and warranty status, which is the correct tool for that step.
T3 Not Met No misinformation conf 97%
Agent provided incorrect website (support.lg.com) and misrepresented support options; also misidentified customer name (Miss Mitch vs Jason Mitch).
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure, had long silences, no clear expectations set, and abrupt transition to paid service without managing customer flow.
C2 Not Met Confirmed understanding conf 93%
Agent used incorrect salutation ('ma'am', 'Miss Mitch') despite knowing account holder is Jason; did not adapt language or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abdicated ownership by immediately deferring to paid service instead of attempting troubleshooting or guiding customer through self-help.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timeline, or follow-up commitment given; only a vague paid-service offer with no actionable path.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on unresolved L1 issues.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy, used robotic tone, ignored customer frustration, and failed to acknowledge repeated effort or difficulty.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer’s confusion or emotional state; communication remained rigid and disengaged.
X3 Not Met Overall experience conf 95%
Customer repeated model/serial and issue description multiple times; agent added unnecessary friction by requesting known information again.
Call Transcript13 turns · 15 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. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available, depending on the issue.
00:00
Speaker 1
Hi, my my link this won't connect to my Samsung smart TV. I have internet all over the house except for this one TV that it will not connect to my internet. Nope. Nope. Nope. Nope. Nope. Yeah. Yeah and it was and yeah and I just want to tell you that it was it was working fine and then all of a sudden it stopped working. Yeah, yeah. Okay, I have, um what would you like from me? [silence]
01:00
Speaker 2
Thank you for calling LinkSys, this is F how can I help you? Okay, so you're unable to connect your Samsung Smart TV, ma'am. So, uh, are you using like a fire stick or any device, wireless device that. Okay, so your, your smart TV does have a wireless adapter in, built-in adapter in it. Okay. Alright, can I have first the model number? Mhm. Okay, alright.
01:00
Speaker 1
Yeah, I have serial number and I have MAC address, what would you like okay the serial number, I don't know the model number shouldn't you the yeah yeah, I do the model number is MX 8500 and the serial number is 43F1, I guess it's a 0 or an O. M3A B I guess it's an O or 0 1440. Yes, yeah.
02:00
Speaker 2
Yeah, can I have a model number and serial number of your device? Just try to look underneath it. yeah, just the serial number, ma'am, and the model number. Okay, just wait. Okay, that's four-three-Assassin Frank-one-zero Mary three-Apple-eight-boy zero-one-four-four-zero, correct? Okay, let me check. And what is you see?
02:00
Speaker 1
All right, I don't I don't really know. Um, I'm not sure. Hmm. All I know is is one of my one of my boxes is red like the light on top is red, it's not blue. Um, so I don't know if that has anything to do with it. I think I have three, I guess they're boosters. I think I have three. Yeah. [silence]
03:00
Speaker 2
[silence] track this serial number. Oh, it's showing no data here. And uh how long have you been using this device ma'am? [silence] [silence] Oh. Yeah. Okay. How many MX how many Lynx link devices you have? three three on jeez in total. Okay, yeah. The reason why we need to know ma'am, um when you uh purchased this this device for us to be able to validate the warranty. uh, let me just create a record first. Can I have your name?
03:00
Speaker 1
Sure. The account's probably under Jason Mitch, J-A-S-O-N-M-I-T-C-H. His email is buckeye.jason@gmail.com. Yes, sure. Buckeye, B-U-C-K-E-Y. J-A-N-S-O-N@gmail.com. That's correct. I don't really know the answer to that. Let me see if I can find my husband. Okay. Let me see if I can say it on here. Lexa's links.
04:00
Speaker 2
Can you spell it out for me, ma'am? Sorry. Okay. So that's B-U-C-K-E-Y-E then Jason J-A-S-O-N at gmail.com. And who is your internet provider?
04:00
Speaker 1
How do, the line can't be like outside or something. I thought this would be more of an easier process. Yeah, Yeah. So, I'm gonna make sure that the power gets off beforehand. I gotta girl and outfit beforehand. Right, you guys ask me something. One second. Yeah, so, okay, we'll pull our all our cars out before 9:00. Okay, I'll see you Saturday, 9:00. I'm trying to, okay, I'll see you Saturday, 9:00. And if the numbers change, I'm just wanna ask him. Okay, thanks a lot. Appreciate it. Thank you. Who's our internet provider for cable company? Well is it. What's their name? Cable electricity or something like that. And how long have you had this links to system? You know, it's, it's, it's, ma'am. It's basically brand new. It's not old. It's like 12 months. It's like 12 months old. It's the big white box one. Ma'am, it's... I think it's a final flex, ma'am. Yeah. You don't fucking know how old it is? No, I don't. I don't. No. No, I don't I don't have the receipt. I don't I don't I don't have the no, but I it's maybe my I'm sure to forget. It's a retiring because I wouldn't no one wants to do this call. So I have three of the little boosters, I have the big box, and one of my boosters has a red light on it and the red light won't go away even though I unplug it and replug it back in. I'm security can afford.
05:00
Speaker 2
Okay. So, it's one year old. Do you still have the receipt, ma'am, for us to validate it? You no longer have the receipt? Yeah, the reason why it's red, ma'am, because it's lost its connection from the parent node. So, there's a need for us to pair that back. Okay? And, yes.
06:00
Speaker 1
Okay, so can you just help me, can you just help me pare that back then? Because I've read that. Yeah, I've exhausted, I've exhausted those troubleshooting articles. Our device needs to your point for
07:00
Speaker 2
Let me check. Yes, I would really love to do that, ma'am. But upon checking here in our system, okay, based on the serial number that you've given me, your device, maam is no longer covered for free technical support. It's already out of warranty. But we can give you two options for this, Miss Mitch. We do have a website which is support.lg.com. So you can find the articles on how to add the child mode. Yes, but the second option, ma'am is our paid connect service if you want us to walk you through the process, there will be a fee for the service. That would be [silence] Thank you. [silence] $[REDACTED_PAYMENT_DIGITS] the one-time payment, one-time troubleshooting. Lasting for [REDACTED_PAYMENT_DIGITS] minutes.
07:00