V2 Rubric Detail — e4c8302a-603b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 17:36
Duration
21m 49s
Contact
Lon fairless
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00132283
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent prematurely defaults to paid service and receipt submission without attempting best-effort troubleshooting for an out-of-warranty device, violating the OOW support standard requiring real troubleshooting effort.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-48.0)

V2 Grader Summary

The agent failed to resolve the customer’s Wi-Fi performance issue, provided contradictory warranty information, and avoided best-effort troubleshooting by immediately suggesting paid support. Communication was poor, customer effort was high, and no meaningful diagnostic steps were completed, resulting in an unresolved case with avoidance of responsibility.

V1 Case Analysis

Customer reports low Wi‑Fi speeds on mesh nodes and cannot access router admin page; agent offered paid support and requested receipt for warranty verification, no resolution achieved.

Troubleshooting Steps
  • Attempted to guide the customer to the admin page (myrouter.local, 192.168.1.1)
  • Performed a warranty lookup based on the spoken serial
  • Offered paid‑support option and requested receipt for warranty verification
Key Observations
  • Agent initially assumed the customer could reach the router UI while connected to the ISP router, leading to incorrect guidance [11:00-13:00].
  • Agent later corrected the UI access instructions [14:00-15:00].
  • Warranty status was handled inconsistently, with contradictory statements about coverage [17:00-19:00].
  • No concrete Wi‑Fi performance troubleshooting (signal checks, node placement, backhaul) was performed.
Positive Highlights
  • Agent correctly identified that the PC must be connected to the Linksys network to access the admin UI [14:00-15:00].
  • Agent remained polite and offered to send an email with troubleshooting instructions [21:00].
  • Attempted to verify warranty status via serial lookup [17:00].
Agent Errors / Gaps
  • Provided wrong admin-UI instructions while the PC was on the ISP network [11:00-13:00].
  • Gave conflicting information about warranty coverage [17:00-19:00].
  • Did not collect or verify the product model number before troubleshooting [01:00-02:00].
  • Offered paid support without first delivering basic self-help steps [17:00].
  • Failed to confirm customer's network topology before giving access instructions [08:00-14:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer reports persistent low Wi-Fi speeds (down to 20 Mbps) and incomplete device visibility in the app; agent does not resolve performance or connectivity issues, only offers email or paid support.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asks about rebooting and speed tests, but does not perform deeper troubleshooting like checking firmware, node LED status, or mesh topology.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly states the device is out of warranty based on serial number lookup, then contradicts by saying it should have a three-year warranty; offers paid service prematurely without confirming OOW status or attempting best-effort troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies slow Wi-Fi and asks about reboots and speed tests, but fails to investigate root causes like firmware, interference, or node health.
T2 Not Met Appropriate tools / resources used conf 95%
Agent does not use any diagnostic tools (e.g., remote access, firmware check, logs); relies solely on customer description and suggests URLs the customer cannot access due to network misconfiguration.
T3 Partially Met No misinformation conf 85%
Agent correctly provides local access URLs (myrouter.local, 192.168.1.1), but gives conflicting warranty information and does not clarify that OOW devices still qualify for best-effort troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent initiates the call and asks basic questions, but fails to set expectations, control the conversation, or provide a clear path forward; call ends abruptly.
C2 Not Met Confirmed understanding conf 95%
Agent uses technical terms (e.g., myrouter.local, IP address) without confirming understanding; customer repeatedly struggles with instructions and expresses confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent shifts responsibility to customer by requiring receipt submission or payment; does not take ownership of resolving the issue or ensuring follow-up.
O2 Not Met Proactive follow-through conf 90%
Agent mentions sending an email and a $15 service but provides no timeline, contact method, or confirmation of when or how the customer will receive help.
O3 Not Applicable Closure confirmation conf 100%
No prior case history is referenced or observable; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted given the issue type and agent’s attempted resolution 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%
Agent never acknowledges customer frustration, repeated troubleshooting attempts, or effort spent; no empathetic statements are made.
X2 Not Met Tone & rapport conf 95%
Agent does not adapt to customer’s confusion or pace; continues with technical instructions despite customer’s difficulty accessing interfaces.
X3 Not Met Overall experience conf 95%
Customer repeats serial number, receipt status, and connection setup multiple times; agent does not leverage known information or simplify steps.
Call Transcript42 turns · 42 lines
Speaker 1
[silence]
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, 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. [silence] Thank you for calling linksys. This is Joy. How can I help you today? Joy. Joy: I can help you today, sir.
00:00
Speaker 1
Home Wi-Fi mesh service. Yeah, let me read it for it. It is, you know, I'm going to have to get my magnifying glass. It's too small print. I'll just give me a minute. The serial number is 5-0 Z is in David, 1-0 M is in Mike, 2-3 C is in Charles, Z is in David.
01:00
Speaker 2
all right. so, um, what is the serial number for that Langdust device, please?
01:00
Speaker 1
What kind of service you're talking about? Internet? Oh, yeah, it's optimum. It's'll us. Fairless. F-A-I-R-L-E-S-S. That was my last name. Fairless. F-A-I-R-L-E-S-S. First name is Lon. L-O-N. Uh, are you looking for the one that's on my account or the one I use now?
02:00
Speaker 2
Who is your internet service provider? The one that's... Yeah, the internet. [silence]
02:00
Speaker 1
Okay, it's uh email uh 88 at Outlook.com. I have the main one and one minor one. What did you call it then? Yes, I have two. Yeah, I confirmed that my uh optimum to my house is excellent, but I'm getting poor distribution through the wireless uh mesh. When I do, I use the app, my mobile app to test it and I get results when it gets to the device, it's bad.
03:00
Speaker 2
Yeah, the one I used today. Okay, so how many Lynx X nodes do you have in total then for the system? Okay. So, um, yeah, what's their problem? I can help you with that.
03:00
Speaker 1
You mean the capacity? Yes, it's one gig if I run a speed test from the router to the network. I get on my desktop or on my phone, I get either 1.08 gigs or 928 megahertz. I mean, meg, but when I use my link insert app on my cell phone, it's getting about 7,144 download and the upload is only eight 581. So what's, what's happening? Is there something wrong with my router or?
04:00
Speaker 2
Uh, okay. So, um, what is your internet subscription from Optimum? The, yeah, the speed. Hmm. And how much can you get from, um, the Wi-Fi if you run a speed test?
04:00
Speaker 1
um but to the individual devices is could not get hardly uh less than 20. it's been going on and off for quite awhile it just seems to be getting worse and I go uh there's a routine on the on the mobile app that lets me uh do analysis and troubleshoot and it will reset stuff but it doesn't do any good. now there is another another piece of the puzzle that's curious to me. I've been online and I'm online right now to the support center for the uh smart uh smart link smart Wi-Fi and a smart Wi-Fi link I've used it before but it does not show all of my devices it's only showing one device and my
05:00
Speaker 2
Yes, I understand what you mean.
05:00
Speaker 1
My network. So it's inconsistent with what, the real world on the smart app on the portal, on the web portal. Uh, I have done that but I've done it both with my cell phone and with my P.C. And I get good I get good performance from optimum. I just don't get any good uh performance from my wireless part, my network, the linkages part. Um, well, it depends on where too. To the house, to the house it comes up to about 700 M, but to the individual device it drops down to 20.
06:00
Speaker 2
Can you try to use the website speedtest.net for a speed check? How much speed can you get when you use speedtest.net when you connect to Linksys?
06:00
Speaker 1
I didn't understand what you said. I'm still I I don't know what there's a word or two I'm not picking up on. What troubleshooting? I have used the I've used the troubleshooting feature on the Linxys mobile app Smart Smart app on my cell phone. And that's the results I've been sharing with you. Yeah, about 10 times. [silence]
07:00
Speaker 2
And what troubleshooting steps have you done so far, sir? Trying to fix this one. Um what troubleshooting steps have you done so far? Like what troubleshooting steps have you done so far? Yeah. Have you reboot the modem and then the router? Have you tried those steps?
07:00
Speaker 1
And like I tell you, the routers is uh uh putting out good output to the for the the router. Well, there's two routers, I guess I'd say. I have the router from Optimum. And I have the router to uh the linksys router for the for the mesh. And yes, I have rebooted them. I can reboot them again if you want me to try that. Give me do that right now. Yes. Yeah, to the linksys router, it's good. Coming from the linksys router, especially to the individual devices, it's where them having the trouble. But but but I want to be sure and point out to you that something doesn't seem right uh when I use the uh website Linksys Smart Wi-Fi features. It's not giving a full... [silence]
08:00
Speaker 2
That's all right. This is for wireless connection only, right? Okay.
08:00
Speaker 1
Yeah.
09:00
Speaker 2
Is that on the browser using the computer? On what website did you use to access the web interface again? Okay. Um, yeah, that website is no longer available. So it is not working anymore. So if you want to want to access your web interface, just use the website MYROUTER.local. You can try to log in using that page.
09:00
Speaker 1
[KEEP_UNCERTAIN] I'm struggling with it a little bit. Oh, I don't know. I think it's probably within a year. I'm not having any luck with my router.local. It says my router.com local local server IP address could not be found. refresh or try checking. I'm sorry.
11:00
Speaker 2
when did you purchase this router, sir? what does it show? what? what this the page shows? just um just um just type in my route as I am
11:00
Speaker 1
Oh, I I didn't I didn't if I said.com, that was wrong. It's just Myrater(local). I put that in the Uh, no, just back me back up a second. Uh, 192.18.1.1 Yeah, okay. Yeah. That popped up here when I put it in the search engine. Now let me just put that up in the toolbar. Hun. It says, your connection isn't private.
12:00
Speaker 2
uh.roster.local. Know.com. Okay. Can you try. The IP add-- address? 192.168.1.1 192. [silence] 168.1.1 Um, yes, just bypass that one. If you can see an option to continue, [silence]
12:00
Speaker 1
Oh yeah. Okay, I do. It says, looks like your ad blocker is on. Disable? It's got a pop up. It says my ad blocker is on, but I I got, okay, now now I'm at, now I'm at Optimum, the Optimum website. Okay. Well, I know but when I, when I put that URL in, it came to it came to Optimum. Yeah, that's that's correct. I think that's
13:00
Speaker 2
proceed or & for tagged mm confirm mm what does it suggest & BUT your computer is connected to link sys router c c let's router correct not on your optimum mm can we double check mm yeah cuz I think your device is connected to optimum is it um connected wired yeah you need you need to connect to link sy衔 not on the optimum to access it
13:00
Speaker 1
OK, yeah, I'm well, OK. I, I know that my internet's coming from Optimum and my my PC is connected to Optimum. And my PC but the uh the uh linksys router is connected to wired, wirelessly, I mean, to, with a wire to my Optimum router. Okay, well, yeah, Optimum is my source of internet and I have the linksys router connected to my internet source, which is Optimum. My PC is connected to Optimum wired.
14:00
Speaker 2
Yeah, but you must be connected to link Sense network, not an optimum. Is your PC connected wired or wireless?
14:00
Speaker 1
The only thing, the only thing I have wireless is downstream from the Optimum. I'm sorry. I said it wrong. Downstream from my uh my node, my uh Lynks Node. Everything downstream from there is wireless. Upstream is all wired. A PC, my printer, my print, my PC and my printer are wired. And so is the uh lens is is wires. Okay. Okay. So in other words, I should never worry about using my my desktop to access uh my uh lynx's services. Okay. All right. I'll, I'll forget that. I'll make a note and forget that. Okay.
15:00
Speaker 2
Yeah, that's why it's not connected to the links physically. Mm-hmm. Yeah. Yeah, that's why your PC cannot access the web interface because it is connected wired to optimum. That's why it's just accessing optimum. Mm-hmm. Yes. Yes, sir. Mm-hmm.
15:00
Speaker 1
All right, well what do we need to do? You want me to like reboot my uh my node? My link's this give me too much information. I'm going to reboot it and then do what? Okay. Okay. Oh, I would be doubtful. And it, I can look around and see but I haven't looked. But I've rebooted it and it's a blue light just blinking a little bit right now.
16:00
Speaker 2
Yeah, just repeat. Yeah, reboot it first. Then we will do a speed test using wireless device only that is connected to your Wi-Fi. Just reboot the Linksys router, the main node of the Linksys router. And by the way, sir, you still have the receipt for this node?
16:00
Speaker 1
okay okay will that 15? [silence] that's cheap 50 or or are you saying 50 or 15? okay Okay. Uh alright. Well [silence] So do you want me to go ahead and look for a receipt first or you want do the email first?
17:00
Speaker 2
Okay, yeah. Because, um, as per checking here on my end basing on its serial number, um, it's no longer on the warranty, but, um, yeah, since we can only provide free technical support for out of warranty devices. But we can give you, um, email instructions for troubleshooting. Or you can also avail our paid service that's for $15.00 for an hour. Yes, for one hour.
17:00
Speaker 1
Oh, I don't really remember. Matter of fact, I have a picture of the router when I first got it, got the serial number and all. And let me look at that picture and see what the date on that picture, see if I can find that picture. Blinks. Okay. Okay, I bought this in September of 24, so it's out of warranty.
18:00
Speaker 2
you mentioned that you like um purchased this a year ago right
18:00
Speaker 1
Yes, September 2024, is when I got it. [silence] Okay. [silence] Well, no, I haven't found I haven't found a receipt. This is just a photo of the bottom of the of the of the model of the mode. It's got the serial. Yeah. I didn't find a receipt.
19:00
Speaker 2
Okay. Since this one is three-year warranty. So you must be in warranty, but in the serial number it's out of warranty. Can you um take a picture or screenshot of the receipt? I'll be sending you an email and then kindly attach that receipt so that I can... Oh, okay. Oh, okay, I see. Okay, so for that one, Annie, if you still have the receipt, you can send it to us so that we can update the warranty start date of your device so you can still have the uh three-year technical support for this unit. But if not, then you really need to pay the uh service charge beyond the warranty.
19:00
Speaker 1
okay uh if you want to give me a minute I'll call you back real quick okay all right well let me let me look real quick because I have a couple plates here to look now let me just do that let me look a little bit and then call you back uh how can I get back to you without having to start over with somebody else?
20:00
Speaker 2
Yeah, sure. Or you can also give us a call back if you want.
20:00
Speaker 1
OK. Now, if I don't find the picture, what What's my next step? OK. We'll do that. Go ahead and send me that email and I'll be looking for it. Thank you.
21:00
Speaker 2
either we will give you the troubleshooting guide for free on your email or you can avail our paid service, $15 for an hour. Um, alright, sure, so just give us a call back after, alright? Yeah, welcome, thank you for calling Mcisaero, thank you, for a pick of one, bye
21:00