V2 Rubric Detail — dd660cbe-60de-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 13:02
Duration
7m 13s
Contact
Kimberly
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132393
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.19/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp1.79/5
Overall28.7% (-27.3)

V2 Grader Summary

The agent failed to provide meaningful troubleshooting or resolution, citing out-of-warranty status to avoid assistance despite requirements for best-effort support. While warranty lookup was handled correctly and a next step was communicated, the agent did not diagnose the root cause, own the issue, or reduce customer effort, resulting in an unresolved outcome with significant gaps in technical and service delivery standards.

V1 Case Analysis

Customer has solid pink LED on MR75MS router, no internet. Out-of-warranty; offered email with setup instructions. No fix confirmed.

Troubleshooting Steps
  • Collected model and serial number.
  • Confirmed out-of-warranty status.
  • Asked about reset button usage (10-second press).
Key Observations
  • Agent pushed paid support despite the customer being out of warranty and offered only self-help via email.
  • No basic WAN troubleshooting (modem check, cable reseat, power-cycle) was performed.
  • Email address was captured inconsistently, leading to potential mis-delivery.
Positive Highlights
  • Accurately identified the solid pink LED as indicating setup mode.
  • Collected essential device information (model, serial, customer name).
  • Provided a clear next-step (email with step-by-step instructions) when the customer declined paid support.
Agent Errors / Gaps
  • Failed to perform standard WAN troubleshooting before offering paid support.
  • Over-emphasized paid-support option for an out-of-warranty case.
  • Collected the customer's email address multiple times, causing confusion.
  • Did not verify that the emailed instructions resolved the issue before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only an email with setup steps; no confirmation that the router was restored to working condition or that the issue was resolved.
R2 Not Met Diagnostic thoroughness conf 97%
Agent did not perform essential troubleshooting steps such as power cycling modem and router, checking WAN IP, or verifying firmware; relied solely on customer's description after minimal inquiry.
R3 Not Met Correct resolution path conf 96%
Agent cited out-of-warranty status to deny free support without attempting best-effort troubleshooting (e.g., factory reset verification, setup guidance), violating OOW support expectations.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause; accepted 'pink light' at face value without investigating possible firmware issues, ISP changes, or hardware faults despite customer stating it was pink before reset.
T2 Met Appropriate tools / resources used conf 92%
Agent correctly used internal system to verify warranty status, which is appropriate and necessary for determining support eligibility.
T3 Partially Met No misinformation conf 88%
Agent correctly associated solid pink light with setup mode for MR7500 (Intelligent Mesh), but did not clarify that this state should only occur after reset or failure, not spontaneously.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent set expectation of sending an email within 3–5 minutes, but call lacked structure, clear transitions, and proactive control after initial questions.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple terms but did not confirm understanding, adapt to customer’s confusion about spontaneous reset, or check comprehension of setup steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent deferred resolution to an email and did not take ownership of guiding the customer through setup or diagnosing the underlying issue.
O2 Met Proactive follow-through conf 93%
Agent provided a specific next step (email with instructions) and a clear timeline (3–5 minutes), meeting expectations for follow-up communication.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was within scope for L1 support regardless of warranty status.
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 88%
Agent apologized for lack of free support but did not acknowledge customer’s frustration about device failing after one year or having to re-setup unexpectedly.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a polite tone but did not adjust pace or style in response to customer’s repeated expressions of disbelief and effort.
X3 Not Met Overall experience conf 95%
Customer had to repeat email address multiple times and restate model/serial despite already providing them, increasing effort unnecessarily.
Call Transcript16 turns · 16 lines
Speaker 1
Oh my gosh.
00:00
Speaker 2
Welcome to links, 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 dot links, by links.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may 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. [silence] [sir siren] [music]. [sir sir siren] Hello, thank you for calling the tech support. This is tram. How can I see what today [sir siren]?
00:00
Speaker 1
So, I've called the internet company that provider, they're all set, I'm getting a good signal, but I have a pink light on the front of my Linksys, um, um, router, and I have done everything I know to do, and it, and I end up with a pink light. So, I have no in, I have no, so I have no internet. So, no. Sure, um, the serial number is 45, C10M2, C's in Charlie, B's in Brooks.
01:00
Speaker 2
Yeah. Uh-huh. I'm surprised through here to one. Uh-huh. Okay. I see where you're I'm just. And also, if you confirm before it happened, is there any power outage or any internet outage? Oh, wow. Got it. Great. All right. Can you provide the model number and the serial number of your lenses router? Yes.
01:00
Speaker 1
Going Yeah. Yeah, okay. And the model number is M is in Mac, R is in Richard 75, M is in Mac, S is in Sam. Okay. Well I've unplugged everything. I've hit the reset button. I've turned it on and off. Um, and then I started calling uh my internet provider um so that they're they'd check their equipment and everything's good on their end. I'm showing a good strong signal here here and yet um my Linksys uh light my little light. It turns blue when you first turn it back on or you know whatever. When it
02:00
Speaker 2
Got it. All right. Got it. Thank you so much for providing me this information, ma'am. And also um, if I may ask, what troubleshooting have you done so far with this Linksys router, ma'am? Mm-hmm. Mm-hmm.
02:00
Speaker 1
it settles, it's pink, not red, not blue, but pink. Yeah. 10 seconds. mm-hm. Okay, because we've had this for about a year, so so it has been, I've got to set it up again. Okay, so what do we have to do to set it up again? I don't even remember. Yeah, it's um spectrum. We're going to be changing that to Fidium, but it is spectrum right now and it has been.
03:00
Speaker 2
so you mentioned that you pressed the reset button, right? If I may ask ma'am, how long did you press the reset button? 10 seconds. All right. So since you pressed the reset button, ma'am, and the light indicator of your Linxys router is solid pink, it means it's ready for setup and your device was umhten already and go back to its default setting or factory setting. So you need to set it up again. Mm-hmm. I see. Right now, let me assist you with this unmatel, who is your internet service provider?
03:00
Speaker 1
... ... I've got the little ... I have a little sheet that came to set it up originally. Adding your Invansa... Mesh Network login and setup preference.
04:00
Speaker 2
i see all right okay and also i've been checking here with the serial number that you provided to me that this link this router um your router was already out of warranty last august of [REDACTED_PAYMENT_DIGITS] and for the out of warranty device i do apologize but i could not provide a free troubleshooting over the phone however, if you insist, i can provide a one-time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, but you'd need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we'll do. however, if you don't want to proceed with the payment, what i can do here is i could send you an email instead a step-by-step instruction on how to set it up again and connect it back to your modem and also you may consider trying. Mm-hmm.
04:00
Speaker 1
new product from the menu. Select, add another node. Uh, lights. I can't believe I have to set this thing up again. So, uh, if I just follow that, should that not work? Okay. Okay. Okay. Okay. Okay. Okay. Please, please send the email. Sure. Uncorked like an uncorked bottle, U-N-C-O-R-K-E-D, dot. Wine cheese, wine cheese is one word. At gmail.com. Mhm. So it's uncorked.winecheese. Yeah, at gmail.com.
05:00
Speaker 2
I'm just, um if, uh, for the email that I will send to you, you just, you just need to follow that. There is one, um, simple instruction there on how to set it up using, just using the reset button. Do you want me to send the email instead? terrible. Can you provide your best email address ma'am and where I could send it? Joyce@ Gmail.com. All right, and kurt.wineandcheese@gmail.com.
05:00
Speaker 1
Yep. My name is Kimberly Go Field s c h o f f as in Fred I ELD Okay, terrific. Thank you. Hey, do you do you have can you just tell me why it would have factory reset on its own? No, it was it was pink before I ever set it. Yeah, before I even set before I tried that, it was pink. It's been pink for about 24 hours without me doing anything.
06:00
Speaker 2
All right. I got it. And also, can I provide your first and last name? All right. Got it. So, expect an email from me, ma'am, within three to five minutes and just follow the instruction that I will send to you. All right. All right. Thank you so much also, ma'am, and have a good one. Bye for now. I'm Yes. All right. Since you just press the reset button, ma'am, that's why the light turns to solid pink. However, when you didn't press the reset button I see. All right. Maybe it get disconnected suddenly to the to your modem. Maybe your modem has some
06:00
Speaker 1
Okay. All right. Well, thank you very much. Okay. Thank you. Bye.
07:00
Speaker 2
software updates, that's why it got disconnected. And it lost, uh, its own. All right, thank you so much also, ma'am. Bye friends. [silence]
07:00