V2 Rubric Detail — deb55644-74b4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 18:52
Duration
6m 43s
Contact
Anthony Rives
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135380
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: INTERMITTENT CONNECTIVITY/SLOW INTERNET SPEED.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided any troubleshooting and redirected to paid support without attempting to resolve the issue.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent never performed any diagnostic steps or provided technical guidance for the Starlink/mesh issue, instead citing out‑of‑warranty status and pushing a paid‑support option. This resulted in no resolution, no ownership, and a clear avoidance of troubleshooting, triggering an auto‑zero for avoidance/evasion.

V1 Case Analysis

MX4200 mesh system experiencing internet drops after enabling Starlink bypass mode. Customer suspects double-modem conflict. Out of warranty. Agent offered paid support but performed no troubleshooting. No resolution achieved.

Troubleshooting Steps
  • Collected customer name, phone, email, and serial number
  • Identified product model (MX4200)
  • Checked warranty status (out of warranty)
Key Observations
  • Agent performed zero technical troubleshooting despite a clear, resolvable issue (double-modem conflict).
  • Prematurely escalated to paid support without attempting standard diagnostics or providing any self-help steps.
  • Incorrectly stated 'live support is no longer available' at [05:00], creating confusion about support eligibility.
  • Failed to leverage KB guidance on Starlink bypass mode setup (universal_isp_compatibility.md).
  • Call lacked structure and control; agent did not restate the issue or set a troubleshooting path.
Positive Highlights
  • Correctly identified the product model (MX4200) from the serial number.
  • Successfully collected customer contact information and serial number.
  • Accurately verified warranty status as out of warranty.
Agent Errors / Gaps
  • No troubleshooting steps were attempted for the double-modem/WAN issue.
  • Premature upsell to paid support without first trying standard diagnostics.
  • Inaccurate statement about live support being unavailable.
  • Did not provide any technical guidance or self-help path for an out-of-warranty customer.
  • Failed to confirm or verify the customer's actual network topology (e.g., presence of secondary modem).
  • Did not check or advise on correct Starlink bypass mode configuration per KB.
  • Poor call control and lack of empathy; allowed long silences and did not clarify the issue effectively.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the internet issue; only offered paid support without fixing the problem.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic steps were performed; agent jumped to warranty/paid‑support discussion.
R3 Not Met Correct resolution path conf 95%
Agent chose paid‑support route despite the device being out‑of‑warranty; did not attempt best‑effort troubleshooting as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent asked a few generic questions but never identified root cause or followed a logical troubleshooting flow.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (router UI, logs, WAN test, etc.) were used even though the issue required checking bridge mode and double‑NAT configuration.
T3 Not Met No misinformation conf 94%
Technical guidance about the mesh/Starlink setup was never provided; only warranty information was given.
Communication
C1 Not Met Clear & professional language conf 92%
Agent did not set clear expectations for troubleshooting, moved straight to paid‑support notice, and lost control of the call direction.
C2 Not Met Confirmed understanding conf 91%
Communication remained generic and did not adapt to the customer's frustration about the choppy connection.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent transferred responsibility to paid support instead of owning the issue.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps or timeline for fixing the mesh problem were given.
O3 Not Applicable Closure confirmation conf 99%
This appears to be the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was clearly warranted at this point.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent offered a brief apology for warranty status but showed no empathy for the customer's connectivity problem.
X2 Not Met Tone & rapport conf 92%
Agent did not adjust tone or pace to match the customer's frustration; remained scripted about paid support.
X3 Not Met Overall experience conf 94%
Agent added a paid‑support barrier, increasing customer effort rather than simplifying the resolution.
Call Transcript10 turns · 12 lines
Speaker 1
Hello? Okay. I have a StarLink and I want to put the StarLink and Bypass mode and just use my link's mesh system to extend the range off off the house so that we have signal on the back side of the property because we have a deck and lots of stuff so that we can to extend the range of wi-fi? Okay.
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 devices 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. This is Reggie. How can I help you today? Yeah, I'm here. How can I help you today, sir?
00:00
Speaker 1
I've got a mesh system I've had I have a Linksys mesh system yes it was working it's very choppy when I put the Starlink and bypass mode now it shuts off the Internet I can't get the mesh system working properly
01:00
Speaker 2
So, you have a new modem? You have new internet service provider. So, you have a new internet service provider and a new modem provided by Starlink? And is it a newly purchased it? It was working. What's really your concern all about? You doesn't have any internet connection. So, you doesn't have any internet connection.
01:00
Speaker 1
Yes, I have internet now. It's it's it's goes to two different ones. I have two modems going right now. I have my Link Sys mesh system that's plugged into through the ether net cable to the Starlink. But with the Starlink, it goes from back and forth cuz the Starlink's a modem and this is a modem. So it's going back and forth and confusing everything and making our internet terrible. What's that? All that. I'm not sure. Maybe.
02:00
Speaker 2
is it slow internet speed? [silence] or dropping? [silence] is your concern all about slow internet speed or dropping of internet connection? [silence] and is this your first time calling us for support? [silence] are you calling from United States?
02:00
Speaker 1
Anthony Reeves. [R of D-E-S] 715-501-0835 Anthony Reeves at yahoo.com. I got one router, two nodes. I got three, I got a mesh system.
03:00
Speaker 2
may I know your first name and last name? Anthony N., right? so it's A N T H O N Y. and your last name is? R IV E S. and your callback number? [silence] how about your email, sir? [silence] and how many links is it bothered do you have in total?
03:00
Speaker 1
(3:00) so it's got three towers total. (3:11) Uh, (3:12) 3H (3:14) U as in uniform (3:18) I would say (3:21) I'll train order (3:22) 10 H (3:26) M as in Mike (3:28) 31 (3:31) C as in Bravo (3:34) 12029 (3:40) [silence] (3:49) yes. (3:56) yes. (3:59) [silence]
04:00
Speaker 2
So you have three Linksys devices. Can you please provide the serial number of the parent node or the main router? One as three eight you for umbrella, one zero M for Michael, three one B for Boyd, two zero two nine. OK, so the model number of your Linksys devices are MX 4200. What are the light indicators for your link? Now before we proceed I would like to set an expectation regarding of the warranty status of your linksys router. okay so it indicates on our system sir that this devices are no longer under warranty and I really apologize that live support is no longer available. However we have paid support so I can still assist you figure out what's really going on with your linksys mesh system but you need to pay $15 and it's good for 60 minutes of troubleshootinging. but of course regarding with this one since it's a huge issue between the router and the modem so there is no By purchasing this service, you need to agree that it's a one time, nonrefundable technical support session lasting up to 60 minutes. If we are unable to resolve your issue or determine that your product is defective, there is no refund or replacement. This paid support is for troubleshooting only and does not include any follow-up questions.
04:00