V2 Rubric Detail — e23a9fd0-7591-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 21:14
Duration
9m 58s
Contact
Sonia Bridges
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135552
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR20EC_Dropping internet connection
⚠ Auto-Zero applied: Agent engaged in avoidance/evasion (critical failure B) by refusing to perform any troubleshooting on an out-of-warranty device despite the explicit rubric requirement for best-effort support, instead immediately pushing a paid service option.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent never diagnosed or resolved the intermittent connectivity issue, offered only paid support without attempting any troubleshooting, provided inaccurate technical guidance, showed no empathy, and failed to set clear next steps. This resulted in an unresolved case with multiple critical failures, triggering auto-zero.

V1 Case Analysis

Customer reports intermittent internet drops and red LED on MR20EC router. Agent confirmed out-of-warranty status but performed no troubleshooting, gave incorrect support URL (support.links.com), misnamed customer as 'John', and prematurely ended call after offering paid support. No resolution provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided an incorrect support URL: 'support.links.com' instead of 'support.linksys.com' ([09:00]). This is a clear ACCURACY violation per the KB.
  • Agent repeatedly misidentified the customer as 'John' despite correct identification as 'Sonia Bridges' ([02:00], [08:00]). This violates COMMUNICATION and PROTOCOL.
  • Agent offered paid support ($15) without performing any technical troubleshooting ([08:00]). This violates PROTOCOL and EFFICIENCY per the KB guidance on out-of-warranty support.
  • Agent failed to collect or verify the router's serial number. This violates PROTOCOL.
  • Agent did not perform any diagnostic steps such as power cycling, checking firmware, or reviewing settings. This violates RESOLUTION, ACCURACY, and PROTOCOL per the 'universal_speed_performance.md' and 'universal_firmware_update.md' KB articles.
  • Call ended abruptly without confirming understanding or offering self-help resources. This violates RESOLUTION and COMMUNICATION.
  • Agent attempted an unsolicited sales pitch for paid support during initial greeting ([02:00]). This violates EFFICIENCY and PROTOCOL.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Provided incorrect support URL (support.links.com) — violates ACCURACY and COMMUNICATION per 'universal_support_contacts.md'.
  • Repeatedly misidentified customer as 'John' — violates COMMUNICATION and PROTOCOL.
  • Failed to collect serial number — violates PROTOCOL.
  • Offered paid support without any troubleshooting — violates PROTOCOL and EFFICIENCY per KB guidance on out-of-warranty support.
  • Performed no technical diagnostics for a hardware fault — violates RESOLUTION, ACCURACY, and PROTOCOL per 'universal_speed_performance.md' and 'universal_firmware_update.md'.
  • Gave no self-help steps or KB references — violates RESOLUTION and COMMUNICATION per KB guidance.
  • Initiated unsolicited sales pitch before understanding issue — violates EFFICIENCY and PROTOCOL.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved intermittent connectivity; only offered paid support and suggested buying new router without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No systematic troubleshooting performed — no power-cycle verification, firmware check, WAN test, or router setting review despite customer reporting blue-to-red LED.
R3 Not Met Correct resolution path conf 96%
Agent identified device as out-of-warranty but immediately pushed paid service instead of attempting best-effort troubleshooting (e.g., factory reset, firmware check, WAN test).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to apply logical diagnostic process: did not probe LED status (blue to red), wired vs wireless, or timing of drops despite customer providing critical symptom.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use available tools (router admin console, remote session, logs) required to diagnose intermittent connectivity per KB for speed/performance and firmware updates.
T3 Not Met No misinformation conf 94%
Agent provided no technical guidance from KB; claimed 'if defective, no refund' for $15 paid service — unsupported by any provided KB documentation.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost control: repeated requests for information already given, failed to set agenda, allowed conversation to drift into irrelevant topics like ISP switching and upselling.
C2 Not Met Confirmed understanding conf 94%
Agent used scripted, non-adaptive language; did not simplify technical concepts or confirm understanding despite customer’s repeated clarification attempts.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership: offered no personal follow-up, transferred responsibility to paid service, and abandoned case without attempting resolution.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps or timeline set; only vague options (‘buy a new router’, ‘paid connect service’) mentioned with no ownership or follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted based on transcript; issue was unresolved but not escalated due to lack of troubleshooting effort.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or patience; responses were mechanical and did not acknowledge customer’s frustration or repeated effort.
X2 Not Met Tone & rapport conf 94%
Agent maintained rigid, script-driven tone; failed to adapt to customer’s confusion or emotional state, leading to disengagement.
X3 Not Met Overall experience conf 95%
Customer repeated model number, name, and contact details multiple times; agent failed to use information already provided, increasing effort.
Call Transcript20 turns · 20 lines
Speaker 1
[silence] My um router is going in and out sporadically. Like it'll it just started this a couple of days. It may be up for like eight hours and then it'll go down in the middle of the night.
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-warewty product, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out-of-warewty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Kari, how may I help you?
00:00
Speaker 1
So I don't know if I need a new router, but I've had my uh internet provider. They tested their equipment and it's not theirs. Um um model number um I have the serial number the WPS number, the MAC address. It says the Linksys setup huh I'm sorry. What'd you say 5050U%M16C06582. And let me see where it says the model. It just says name Linksys setup 717. I have a WPS and
01:00
Speaker 2
Okay, And many of them at that length, is that all, Mum? How about limit? Um, the model number, model number and serial number. [silence]
01:00
Speaker 1
Okay, let we go right, let me walk downstairs to where it is. Hold on one second. Pardon? Who's my service provider? Uh, spectrum. Spectrum. Area code 216... 536-3764. Right under the links it Sonia S-O-N-I-A, first name, Bridges, Bridges, Bri- Bridges, b-r-i-d-g-e-s. How? Uh-huh. The mode. B-me.
02:00
Speaker 2
how about write below the Linksys? and who's your internet service provider? your internet service provider. Yes. okay. Can have your phone number? How about your first name? Okay, Sonia is S O N I A, correct? How about your email address? email address, ma'am. [silence] um, haven't gotten one yet. Okay. on. Who set this up for you? Me. um, would you be interested by chance in having support while you're configuring your new media device. There is some type of technical support available for $40 an hour. Would that interest you? Now, you know what? I'll think about it. If I need it, I will definitely let you know. Alright, so just so, um, just so I understand correct, you're not happy with your current internet service provider. No. You're not happy with it? No. [silence] Well, you know, John, if you're not happy with them, but exploring other options, well, of course, you would probably hit it better, stimulate it a little bit more. As you know, there are many more and if you want to get it upgraded to for a while. But you just go to the store where you purchased it and ask for it. Most likely they will upgrade it or probably buy it at the same price that it is right now. Otherwise, even if you get it at that price, then and there that's the best you could do. So, um, Let me just want to. So right now, do you have any current questions for me? Do you need any technical advice while you're configuring your new media device? If not, uh, I can understand. Uh, I understand. And, uh, once again, my name is Deepak Pai. If you do need help, my telephone number is 33571061 and I can be reached on my cell phone. And I'm in Phoenix before [silence] you have to go. So. I understand, ma'am. Okay, thank you so much, John, for your help. Thank you very much. [silence] All right. Goodbye.
02:00
Speaker 1
Bridges, B-R-I-D-G-E-S-S-O-N-I-A at Yahoo.com And I have the model number now. It's M as in money, R as in Robert, 2-0, E as in Edward, C as in cat. Ummm, MR20EC. That is correct.
03:00
Speaker 2
Okay. Okay. Can you have the model number? Okay. Thank you. Again, that's MR-2EC. Correct? MR20EC. Okay. And how many links this device do you have? Only one. Okay. And again, your internet service provider is some spectrum and you mentioned that um you having problem with like dropping internet or is it wireless.
03:00
Speaker 1
So, So when the internet service drops, the alarm goes off too?
04:00
Speaker 2
Okay. Your alarm, is it connected via wireless or wired? Yes, but that alarm system, wired to the modem or wired to the, Lingus. Okay, but the alarm ma'am, um since it's connected to the internet, that alarm is it connected to your Linksys router or connected directly to the modem?
04:00
Speaker 1
right. So if the router is broke, then the internet don't work. right. right. right. right. Exactly. Don't, don't worry about thatAlarm. Just don't worry about theAlarm. My TV internet goes down. Forget about theAlarm. The our house Alarm. Just my internet for the TV or my streaming. It goes down. And I could only get local channel. So that's the internet. It's connected to the internet.
05:00
Speaker 2
um your router ma'am is dependent from the modem so the source of the internet is the modem then it goes to the Linksys router and then from your Linksys router that's the time that you can connect your wireless device so that's why I'm verifying right now um the uh... the alarm system that you have is it connected via Wi-Fi and your TV is wirelessly connected to the router
05:00
Speaker 1
Wireless, I guess. What do I do? Right. Right. And I, right. I just unplug everything and then plugged everything back in and then reset everything. And then the modem came back on, but 20 minutes later, the router went from blue to red. the light.
06:00
Speaker 2
Yes, ma'am, but is it true wired or wireless? Okay, when they checked, when your internet service provider checked the connection, did they ask you to disconnect the linksys and connect? Did you connect a computer straight to the modem? But have you connected a, but have you connected a computer, ma'am, straight to the modem, and observe the connection from the modem? Like,
06:00
Speaker 1
The Internet, my Internet service did. That's how they told me that it's not the modem, they did that. No, they can do it online. They can check to see if there's any outages or any and that hasn't happened. [silence]
07:00
Speaker 2
without the links since the source of the internet is the modem today came to your house. Okay. So we can um, actually check the settings on your router, ma'am. Check if we can um, like adjust the settings, especially the wireless. Okay. But before we uh, like continue with um, the troubleshooting, ma'am. Let me just inform you about the status of your links router. Okay. In order for us to proceed with the troubleshooting. Um, it shows it here in our system, ma'am, that your links router, the MR20EC is already out of warranty and complimentary phone support, um, or free technical.
07:00
Speaker 1
When did. Can you tell me. Can you tell me when I purchased it? Uh-huh. I don't know. That's why I'm asking you if you've turned the warranty, how long, uh, it's been over a year, I know that. Uh-huh. Okay. So that's been, uh, two years, three years almost. Uh-huh. Okay. Mm-hmm. So what are my options?
08:00
Speaker 2
L support is no longer available, but we do have many available options. Hm, it shows here, ma'am, that, um, it has only a one year warranty. How long you have this one, ma'am? Hm. Because this is only a one year warranty, ma'am. It was released in the market around, um, 2020, ma'am. Hm. Three years, yes. And we do have options for our, go ahead. And the options for a warranty product, ma'am, is that, um, we do have, um, an AI tool that you can, um, take advantage. It can be found on our
08:00
Speaker 1
So I just have to go buy a new mod. Okay, thank you very much.
09:00
Speaker 2
The second option is our paid connect service. Um which can walk you through um or we can provide you is available at a one time nonrefundable technical support, which is $15. That's our paid connect service. And if we found out the device is defective, there will be no refund or replacement. Okay, like option there. Ma'am, if you want to replace and update a router, You can, um get a new one. But you may try to use our our Check and our AI tool, ma'am. Okay, point is on support.links.com.
09:00