V2 Rubric Detail — e30d6eb8-7192-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 19:11
Duration
13m 55s
Contact
Jill Carson
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134992
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_MR7350
⚠ 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 – Agent avoided performing basic troubleshooting for an out-of-warranty device by immediately offering paid support and an email, despite the expectation to provide best-effort assistance.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to perform any standard troubleshooting on a frequently disconnecting Linksys extender, despite clear symptoms like a red LED. Instead, they cited expired warranty and offered only paid support or an email, violating the OOW best-effort standard. No tools were used, technical guidance was inaccurate, and empathy or ownership was absent, leaving the issue unresolved.

V1 Case Analysis

Customer (Jill Carson) reports intermittent Wi-Fi loss on a Linksys range extender with red LED. Device is out of warranty. Agent incorrectly attributed issue to modem-router conflict, offered paid support prematurely, and failed to perform any troubleshooting per KB. Promised to email generic steps but provided no specific guidance. Email address was misheard and recorded incorrectly.

Troubleshooting Steps
  • Asked customer to describe the symptom.
  • Confirmed warranty status (expired).
  • Offered paid support or email with generic troubleshooting.
Key Observations
  • Agent provided factually incorrect technical advice: claimed 'conflict between modem and router' causes red LED on extender - directly contradicts KB guidance in universal_range_extender_setup.md.
  • Failed to perform any standard troubleshooting steps (reboot, firmware check, factory reset) despite customer describing a common extender issue with clear symptoms.
  • Misheard and incorrectly recorded customer's email address, risking failure to deliver promised email.
  • No KB article or specific URL was provided as required by protocol when declining paid support.
  • Agent incorrectly referred to the extender as a 'router' multiple times, showing confusion about device type.
  • Customer's frustration was not acknowledged; agent failed to recap or confirm next steps clearly.
Positive Highlights
  • Collected customer name and attempted to collect contact information.
  • Clearly communicated that the device is out of warranty.
Agent Errors / Gaps
  • Provided inaccurate technical diagnosis: red LED on extender is not caused by 'modem-router conflict' - per universal_range_extender_setup.md, red LED indicates setup failure, power issue, or need for reset.
  • Failed to follow standard range extender troubleshooting: no power cycle, no firmware check, no factory reset guidance as required by KB.
  • Misidentified the device as a router instead of a range extender, leading to incorrect advice.
  • Incorrectly captured customer email as 'j DL SO five nine at Yal dot com' instead of 'jcarso59@yahoo.com'.
  • Did not provide a specific KB article or URL as required by universal_paid_support_workflow.md when declining paid support.
  • Offered paid support before attempting any basic troubleshooting, contrary to protocol.
  • Gave vague promise of 'email with troubleshooting' without specifying content, risking customer confusion.
  • Failed to acknowledge customer frustration or summarize next steps clearly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered email troubleshooting and product recommendations but did not resolve the extender’s red-light disconnection issue or confirm a fix.
R2 Not Met Diagnostic thoroughness conf 97%
No standard troubleshooting steps (power cycle, factory reset, firmware check, or access to extender.linksys.com) were performed despite the recurring red LED symptom.
R3 Not Met Correct resolution path conf 96%
Agent cited expired warranty and offered only paid support or an email, failing to provide the required best-effort OOW troubleshooting (e.g., reset, re-pairing, or signal check).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked vague questions but did not identify root cause (e.g., signal strength, interference, extender placement) or follow a logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., checking extender admin page, firmware version, or Spot Finder) were used, even though they are appropriate for diagnosing a frequently disconnecting extender.
T3 Not Met No misinformation conf 95%
Agent claimed a 'conflict between modem and router' without evidence; the issue is with a Linksys extender, not a router, and no technical basis was provided.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent collected customer info and moved the call forward but failed to set clear expectations or guide troubleshooting, defaulting to paid/email options.
C2 Partially Met Confirmed understanding conf 87%
Agent used repetitive 'ma’am' and scripted language without adapting to customer’s technical level or confirming understanding of steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; instead, they offloaded resolution to an email and avoided direct troubleshooting or follow-up commitment.
O2 Partially Met Proactive follow-through conf 86%
Agent mentioned the email would arrive in 3 minutes but gave no actionable next steps or timeline for resolving the actual issue.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; issue was within scope for L1 but not addressed.
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%
Agent did not acknowledge customer’s frustration over year-long recurring issue or express empathy for the disruption.
X2 Not Met Tone & rapport conf 91%
Agent maintained a detached, transactional tone and did not adjust pace or style to customer’s expressed concerns or confusion.
X3 Not Met Overall experience conf 93%
Customer repeated serial number and issue details; agent failed to use known information to reduce repetition or streamline support.
Call Transcript23 turns · 25 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 registered.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 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. To hear these options again.
00:00
Speaker 1
Hi there. I've got a link this extender and I'm having trouble keeping it connected to the Wi-Fi. Can you look at the serial number for me? [silence] Yes. [silence] Three seven T one zero M two two B zero zero. 112
01:00
Speaker 2
press 8. 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. my thank you for calling lynx support. This is Rio, how can I assist you for today? Yeah, sure, ma'am. Can you provide me, what's the serial number? an A.
01:00
Speaker 1
That's right, yes. Uh, well, basically, it just loses connection frequently, like on a bi-weekly basis, in the middle of watching something. Well, it goes out, the Wi-Fi goes out, because the router is not connecting to, the extender is not connecting to the router, from what I can tell. I don't know 100%, but it, the little light goes red instead of blue.
02:00
Speaker 2
Let me just double check, ma'am, if I got it correctly. 37 tango, 10 Charlie, mary 22 bravo, 00112. Is that correct? Um, can you tell me more about what's going on, ma'am? So I can also get a little bit of information. Okay. Uh, lose connection, like disconnected from the network. Okay. Mhm.
02:00
Speaker 1
Yes, it sure does, because I'm trying to reset it, and usually I have to do it like three times before it resets. I unplugged it, waited for like 10 seconds, well, I turned it off, turned off that little, flipped it off in the back, unplugged it and then waited 10 seconds and plugged it back in, and pressed the reset on the router and turned on the system. I hit the reset button on the router that I rent from the cable company.
03:00
Speaker 2
now. It does show red light. How did you perform resetting the router, Ma'am? Mhm . Uh-uh. Mhm . Okay . So you hit the reset button of the device? Because, Ma'am, here's the thing. Uh, once you've hit the reset button of the lens router, what you, uh, what you gotta do is you have to, uh, erase your current
03:00
Speaker 1
It's spectrum. It is because usually when I think about it, it's the weekend and y'all aren't open. Say that again. Um, my first name My name, my name is Jill Carson.
04:00
Speaker 2
Router settings, including the Wi-Fi name and the Wi-Fi password. So those are being deleted and then you need to reconfigure again the device so that you'll have an internet. Now, uh just to confirm, by the way, uh before we proceed and troubleshoot the device, may I know who's your internet service provider? Okay. Is this the first time you called Linksys? [silence] Oh, okay. Sorry. Uh let me create first a record for you in the system. May I may I know your first name and last name? May I know your first name and last name? Uh Carson is _c8. Is that correct? Mhm. Okay. How about email address?
04:00
Speaker 1
J C-A-R-S-O 59 at yahoo.com. No, no, it's like my name. J C-A-R-S-O 59 at yahoo.com. Okay.
05:00
Speaker 2
Let me confirm that j DL SO five nine at Yal dot com. I get it. And can you give me just two minutes? Let me just fill in everything first in the system before we proceed? Thank you. I may ask ma'am, when did you start uh receiving this kind of issue or experiencing this
05:00
Speaker 1
it's been occurring regularly for a year now. I have uh well, I mean the TV and uh router is primarily it and then, you know, Wi-Fi I connect my phone and my laptop. It's plugged in. Yeah, it is. Well, actually, it's live streaming. It is streaming. So it's I mean, the phone the TV is not plugged into the to the link that's I am. Yeah,
06:00
Speaker 2
And what devices are connected to your Wi-Fi? So TV, it's connected hardware to the router, right? [silence] Or just Wi-Fi? to speed. mmm. So you're just using Wi-Fi? I'm sorry. Let me confirm. Your TV is having a
06:00
Speaker 1
What happens when I stopped having service is the red light on this linksys comes on.
07:00
Speaker 2
dropping wireless connectivity or dropping connectivity but it is connected to your modem or to your link. [silence] Okay so if by chance ma'am that, your Linksys device shows a red light meaning to say it is really disconnected to your network. It won't provide you Wi-Fi at all. Now I was able to create a record for you in the system. However, based on the record here, the warranty of your product has already been expired and just to set proper expectation [silence]
07:00
Speaker 1
Right. [silence] Okay. Do the email thing. And let me ask you this. Based on the age of the Linksys, is it possible that it's just old? I mean, when it works, it works great. But then, all of a sudden, it'll just stop and none of my other neighbors that have Spectrum have the same issue. So I don't know.
08:00
Speaker 2
that we no longer provide free technical assistance for our warranty devices. However, if you still insist, you wanted to ask for troubleshooting guide for the phone, we can still provide you one-time phone support, lasting only for 60 minutes, but there would be a fee for that that's $15. Now, if you don't want to pay $15, it's okay. We still have a free option for you wherein I can only send you an email and how you can possibly troubleshoot your device so that you can connect it back to your internet. So, email that's for free. But which one do you prefer? Okay. [silence]
08:00
Speaker 1
You know, if I'm just in a bad spot or if it needs to be replaced, but I just didn't want to replace it and then that not resolve it. So yeah, just in just send it to me through email. I'm sorry. Uh-huh. [silence] Mm-hm. Okay. Okay. And the and the and the conflict is is that the router is it tell me that again, I didn't quite understand the router is something.
09:00
Speaker 2
Then why you've been experiencing, like, connection failure or dropping connection, it's because there is already a conflict between the modem and the router that you have. So, uh, possible options that I can provide to you is you can try again to troubleshoot your device if you really wanted to still use this device. It will still work. However, uh, moving forward, we cannot promise you that 100% that your router will still be working fine, cuz then again, uh, there is already a conflict between the router and the modem. But it still works, okay? It's not a problem. It still will work. It still will work. All right, so again, ma'am, go ahead. Um, the router is, uh, just to put it just straightforward, the router is already old. It provides too-
10:00
Speaker 1
Okay, okay. Mm-hmm. There's, there's no Nancy there's there's no N. there's no N. It's just J, C-A-R-S-O. So there's no N for Nancy. Yeah. And then can I ask you one more question? Like if I do end up getting another route. If I get another router through link, cist, that they offer now, is there one that would be best for the modem that I'm using? Okay, let me let me get it. Let me get it. What's your name? Rio. Okay, you've been very helpful, thank you. All right. Yeah. Thank you, thank you. Okay, so yes. Mhm. [silence]
11:00
Speaker 2
Sure. Mm-hmm. Uh yes, ma'am. We do have already updated devices now. Uh if you do have a pen and paper, I can recommend you what is the device that you are going to to have or to check. Okay. Rio. Mm-hmm. Yes, ma'am. Mm-hmm. You're welcome. We want to make sure also that you can enjoy your linked devices or products. Brade, you ready? Okay. Um I can recommend you on number one.
12:00
Speaker 1
Mm-hmm. Gotcha. Okay, that's helpful. Okay, that's perfect. Thank you so much. You too. Bye.
13:00
Speaker 2
you have. The L N 1,600. That's L for Lima, N for Nance 6-0-0. Or the MX 6,200. M X, that's M for Mary, X for x-ray 6-2-0-0. That's all. Oh, all right. So, thank you so much for your time, Ms. Dale and if you need further assistance or questions, you can always call us back here. And then, yeah, after 3 minutes, you can refresh your email and then you can check the troubleshooting that I have provided to you. Okay? Thank you so much as well, ma'am. Again, this is Rio. You have a nice day ahead. 'Bye for now.
13:00