V2 Rubric Detail — e293a306-6e6f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 19:23
Duration
21m 38s
Contact
Susan Mcconnell
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134326
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000 No Internet
⚠ 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
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall6.8% (-49.2)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly denied support based on warranty status without offering best-effort help, and abandoned the case after sending an email. No diagnostic steps, tools, or escalation were used, and the customer was left with non-functional equipment. The interaction lacked empathy, control, and ownership, resulting in a fully unresolved case.

V1 Case Analysis

Customer reported three MX2000 nodes showing solid red LEDs and no Wi-Fi network. Agent confirmed out-of-warranty status, sent email with reset instructions, no troubleshooting performed.

Troubleshooting Steps
  • Advised to reset all routers (generic instruction).
  • Suggested connecting a laptop directly to the modem for temporary internet access.
  • Sent an email containing step-by-step reset and re-configuration instructions.
Key Observations
  • Agent did not perform basic troubleshooting such as power-cycling the modem/router or checking WAN status.
  • Warranty status was stated without any verification from a system lookup.
  • Communication was fragmented with many silences, name confusion, and limited empathy.
  • No attempt to access the router UI locally (http://192.168.1.1 or http://myrouter.local) to check firmware, logs, or WAN status.
  • Failed to escalate per protocol despite solid red LED after reboot — a known escalation trigger.
Positive Highlights
  • Correctly identified the product model as MX2000 from customer-provided serial number at [04:00].
  • Collected customer name and full email address (stmcstone@verizon.net) despite poor line quality.
  • Provided the customer with a self-help email and pointed to the official support site (support.linksys.com).
  • Offered multiple support paths (self-service, paid support, email guide) appropriate for out-of-warranty context.
Agent Errors / Gaps
  • Failed to follow the standard troubleshooting flow (no power-cycle, no login to router UI, no firmware check).
  • Provided warranty information without confirming it in the system.
  • Did not escalate despite solid red LED on multiple nodes after reboot — a clear escalation trigger per universal_escalation_guide.md.
  • Did not verify if the modem was online or if WAN connection was established.
  • Did not instruct customer to check for solid blue light after reset or attempt 5-press method (valid on MX2000 per universal_5press_models.md).
  • Poor call control and empathy; repeated name incorrectly (Susan vs. Suzanne/Simon) and allowed long silences.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent sent an email with instructions but did not confirm resolution or verify that the issue was fixed; routers remained non-functional with red lights.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed — no power cycle, no reset attempt, no check of cables or modem sync; only model/serial verification and warranty status check.
R3 Not Met Correct resolution path conf 96%
Agent refused free support due to out-of-warranty status and pushed paid service instead of offering best-effort troubleshooting as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process — only acknowledged red lights and lack of network; failed to ask about recent changes, power issues, or physical connections.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools — no remote diagnostics, no guidance to access local interface (192.168.1.1), no firmware or WAN status check.
T3 Partially Met No misinformation conf 89%
Correctly stated out-of-warranty status limits free support, but inaccurately claimed 'no replacement' and '$15 refund' policy not in KB.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent silences, repeated misgendering ('Mr. Zenonce'), poor pacing, and no clear structure; lost control of the interaction.
C2 Not Met Confirmed understanding conf 93%
Used scripted language without adapting to customer’s confusion or technical level; no comprehension checks or simplification.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abandoned case after sending email; no follow-up commitment, no ownership of outcome, disconnected without resolution.
O2 Partially Met Proactive follow-through conf 91%
Mentioned sending step-by-step email instructions, but no timeline for delivery or follow-up was provided.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
No escalation made despite unresolved hardware-like symptoms (red lights, no network); should have guided basic reset or escalation path.
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 95%
No empathy expressed for storm impact or customer frustration; remained transactional and detached.
X2 Not Met Tone & rapport conf 93%
Failed to adapt to customer’s pace, location challenges, and emotional state; continued scripted flow despite disengagement.
X3 Not Met Overall experience conf 92%
Imposed unnecessary effort — asked customer to gather nodes, find cables, wait for emails, with no immediate fix.
Call Transcript24 turns · 32 lines
Speaker 1
You're welcome. Hi. I'm having some issues with my Linksys routers and I called my internet provider and
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 depending on your issue. To hear more about your service 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. Hi, thank you for calling Linxys technical support. My name is Ellie. How can I help you?
00:00
Speaker 1
They did all the testing and their modem's working fine, but it just doesn't seem to be connecting with the routers. there, the lights are red and I can't even see my network when I log into anything. all I get is what I see is what I when I try to log in, the only network I see is what's listed on the bottom of the link says. I can't see my network. [silence]
01:00
Speaker 2
Mm hmm. Mm OK. so if you don't see or not, Mm, I'm sorry. Yes, please. I know, please go ahead. or might be the linksys router actually broken. Like, you know, I, you know, [silence] both everything back to its default settings. But how many, how many links to tripper of course do you have? I've three of them. And all of them are red. Okay. Before I proceed on some troubleshooting ma'am, can you give me the model number and the serial number of the main node or the main router that is hooked up directly to your modem? Yes, I'm here.
01:00
Speaker 1
[ silence ] Would all the routers have different numbers? Okay. So your number is 5 0, Diaz and David. 1 0 Emma and Mary. 2 2 3. Is it Charlie? 0 6 8 1 4. Okay. Yes. Right? Yes. [ silence ]
03:00
Speaker 2
Yes, they are actually carrying the uh different serial number, but they should be carrying the same model number, if they came all together on the same box. Uh, let me just verify it back to you, because your line is actually cutting in and out. [silence] 5-0-D, like delta. [silence] 10-M like Mary.
03:00
Speaker 1
two two C and Charles. Mm-hmm. Correct. Mm-hmm. I think it is, yes.
04:00
Speaker 2
2 3 C as in Charles, and then 06814. Okay, perfect. Thank you so much. I Just give me one moment. Okay, I have it here. So, what you have are the MX 2000. And let me just check this. And, uh, by the way, is this like your first time calling Linksys? Okay. If that would be the case, uh, let me just go ahead and create a record for this conversation. Can I please have your first name and your last name, please?
04:00
Speaker 1
so then, gather all the others. [silence]
05:00
Speaker 2
Okay. Thank you so much, Susan. And can I also please have your active email address? dot net. Okay. Thank you so much. So, while I am trying to create the record here Susan, can you gather, uh them all together on the same place where the main router or the one that is hook up to your modem located is? Get the other. Yeah, get the other two and put them all together in the same place.
05:00
Speaker 1
Okay, I have to go up to get them. Just a minute, please.
06:00
Speaker 2
Sure, um yeah, or you can just place the phone on the table. Mr. Zenonce you... already have them together in the same place let's not turn the other two on yet Just put it, uh, just put them aside, okay? Later on, we can then turn them on. Uh, yeah. Yeah, thank you so much, uh, Ms Susan. I'm sorry? Uh, Ms Susan? Um, hello, Ms Susan.
06:00
Speaker 1
Here. Can you hear me now? I'm on my cell phone in the basement. Do you want me to plug them in? OK. OK. Spectrum.
10:00
Speaker 2
Um, hello, Miss Susan. It seems like you're not responding, so. Um. Oh yeah. Yeah, I can hear you now. Oh. Uh, not yet. Um, I just want you to, I want it, I just want it to, uh, put them all together first on the same place cause we are going to work on them later. Uh, let me just finish creating a record. Um, Miss Susan, who is your internet service provider once again? Pmetrom. Uh, yeah. Thank you so much. So, uh, Miss Susan, I did also check this router. So, The router that you have are already out of warranty. So, if the router is out of warranty, then the free technical support of this router over the phone will no longer going to be available. However, we have options here for you. So, the first option is the website of Linksys. There is an AI tool agent there that can walk you through the process on how you can reconfigure this router and set up again the Wi-Fi name that you actually had before. So, that website is support.linksys.com. Now, the second option here, Miss Susan, is the paid Kinex service of Linksys. So, that paid Kinex service will only last for an hour. Now, if we happen to discover that... Then I'm sorry to inform you, but there would be a service charge of $[REDACTED_PAYMENT_DIGITS] each and every time you would need to call the Linksys support center. Otherwise, you may avail of this support option starting from $[REDACTED_PAYMENT_DIGITS] the first hour only.
10:00
Speaker 1
Okay, but if there's a problem with one of the routers, that won't help, right?
12:00
Speaker 2
Discovered that one of the router is defective. There is no replacement. There is no refund on that $15 and there is no follow-up session. Now, the third option here, Ms. Susan is I can send you a troubleshooting instruction. A step-by-step troubleshooting instruction via email, wherein it has all of the information that you need on how you can reconfigure or reset up everything. [silence] Uh, yes. That won't help, but what I can really suggest in this situation right now Mrs. is. [silence] Um, the first thing that you need to do is to reset all of them. But before you do that, try focusing first on the parent node.
12:00
Speaker 1
We had a real bad storm. But my modem never went down. They show that it's been working all along. Yes. OK. OK, please. Yes. [silence] Child's voice in the background, then fainter. Okay, I'll check just a second. That's incredible, though.
13:00
Speaker 2
I just sent you the first email. so.
15:00
Speaker 1
hello hello okay i'm still waiting the internet is very very slow [silence] i'd have to find a cord and um go up two flights of stairs [silence]
16:00
Speaker 2
I, yes, uh, I'm still here. Okay. Um, how about with this one, Mom? Is there, is there, like, any possibility for you, like, um, if you do have a desktop or a laptop that can work wired directly to a modem or to a router, um, how about you plug it in directly to your modem for the, um, for the meantime so that you can receive all of the emails or all of the important things that you might actually need right now. Since, uh-huh. Okay, it's, you know, maybe the internet right now is working, however, it's really not performing on how it was performing before due to the bad weather. [silence]
16:00
Speaker 1
[silence] It was actually a week and a half ago. Yeah, um, I don't even know if I have a c word anymore. I'll have to, I can't keep you waiting that long while I look for it. Yeah, yep. Um, okay. Yeah. [silence] If you can send it by email, that'd be that'd be great. Yeah, that um that'd be great. Please. Go ahead. Yeah. And um, so I need you to either email me the agreement or upload it to [silence] Sharepoint so that I can keep track of it. Okay? Yeah. Awesome. Great. I will do this right away, um, and we'll talk later. Okay? Yeah, bye.
17:00
Speaker 2
We have already sent you all of the email, but, uh, how about you can confirm it so that you can check it later. Um, if I get your your email correctly, okay? So, S for Sam, T like Tom, M like Michael, C for Charles, T for Charles, O for Oscar, N for November, E for echo, L for Lima.
17:00
Speaker 1
correct. Thank you, you too.
18:00
Speaker 2
[silence] Yeah, so I got your email correctly, so you should be receiving, you should be uh get that email. So all the instructions that you need on how to reconfigure your MX 2000 is in there and all of the video tutorials on what can you perform, especially if you experience a problem like this. So it's all in there, it's a seven video or seven tutorials all in one on the first email. So you should be receiving it later. [silence] Yeah, thank you so much as well, Simon. Have a good one, okay? Oh sorry miss Suzanne but ah you forget to hang up the call. Um hello miss Suzanne. Um hello miss Suzanne. [silence] Oh miss Suzanne. Ah you still there. [silence] So Suzanne, you forgot to hang up the call. So, uh, Suzanne, it seems like you're a little busy looking for an Ethernet cable. So, uh, let me just go ahead and, uh, just disconnect the call on your behalf. But yeah, all of the email has been sent to your emails, all of the instructions. So, just please follow those instructions so that your MX2000 can absolutely work up and running. Okay. Thank you so much. Have a good one, and bye-bye, friends.
18:00