V2 Rubric Detail — e6dcc23e-610a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 18:18
Duration
15m 21s
Contact
David Hougem
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132449
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5500 reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall58.5% (+2.5)

V2 Grader Summary

The agent correctly identified the product as out-of-warranty and offered appropriate support options, maintaining ownership and control. However, no live troubleshooting was conducted, tool use was absent, and customer effort was increased due to repeated information requests. While communication was mostly clear, empathy and adaptation were limited, resulting in an unresolved case with partial progress.

V1 Case Analysis

Customer reports main MX5500 node not powering on; out of warranty; offered paid support or emailed self‑help steps.

Troubleshooting Steps
  • Verified LED status (red) via description
  • Attempted to collect serial number (unsuccessful)
  • Confirmed out‑of‑warranty status based on purchase date
  • Offered paid support or emailed self‑help guide
Key Observations
  • Agent mistakenly referred to the Linksys device as a Lenovo product.
  • Serial number was never captured correctly, leading to incomplete records.
  • No concrete troubleshooting (reset, power‑cycle, LED interpretation) was performed.
  • Agent provided a self‑help path via email, which is appropriate for out‑of‑warranty cases.
Positive Highlights
  • Collected customer name and email address.
  • Identified the correct product model (MX5500) and warranty status.
  • Offered a clear next step (emailing troubleshooting guide) for the out‑of‑warranty customer.
Agent Errors / Gaps
  • Incorrect product brand reference (Lenovo instead of Linksys).
  • Failed to obtain a usable serial number.
  • Did not perform any technical troubleshooting steps.
  • Did not create or reference a HappyFox case number.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offers to email troubleshooting steps but does not resolve the issue during the call; no confirmation of resolution or follow-up path is established.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent asks about LED status and ISP, confirming the main node shows lights (not dead), which is a relevant diagnostic step, but does not guide customer through a power cycle or factory reset.
R3 Met Correct resolution path conf 96%
Agent correctly identifies the product is out of warranty (purchased May 2022, 3-year warranty) and offers appropriate options: paid support or emailed troubleshooting guide.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identifies symptom (main node not connecting, red light) and asks about ISP and LED activity, but does not probe deeper into recent outages, WAN connection, or attempt to isolate hardware vs configuration failure.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote diagnostics, admin UI, logs) are used or offered, despite the issue being one that could benefit from guided troubleshooting or remote assessment.
T3 Met No misinformation conf 97%
Agent correctly states the 3-year warranty period and that out-of-warranty devices are not eligible for free support or replacement — information consistent with policy.
Communication
C1 Met Clear & professional language conf 94%
Agent maintains control of the call, collects necessary information (serial, model, purchase date), and sets a next step (emailing instructions).
C2 Partially Met Confirmed understanding conf 89%
Agent uses simple language but fails to adapt when customer struggles with serial number and email entry, repeating requests without offering alternative input methods or confirmation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent takes ownership by creating a ticket and committing to send instructions, without transferring or deflecting responsibility.
O2 Partially Met Proactive follow-through conf 90%
Agent promises to send troubleshooting steps via email but provides no timeline or confirmation of when it will arrive, creating uncertainty.
O3 Not Applicable Closure confirmation conf 100%
This is the first contact; no prior case history exists to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the agent appropriately handled an out-of-warranty support request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent is polite but offers no empathy or acknowledgment of customer frustration; however, customer does not express strong dissatisfaction, so full empathy may not be triggered.
X2 Partially Met Tone & rapport conf 88%
Agent proceeds at a steady pace but does not adjust to customer’s difficulty with serial number and email, leading to repetition; however, customer remains cooperative.
X3 Partially Met Overall experience conf 85%
Agent asks customer to repeat serial number and email multiple times due to transcription errors, increasing effort, but ultimately captures the information without unnecessary holds or steps.
Call Transcript24 turns · 28 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 1 now. For out of warranty, 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. [silence] Thank you for calling Linksys. This is Ice. How can I help you?
00:00
Speaker 1
everything back up and running, this, um, Linksys router would not run. It just never connects. And the guy from the telephone company told me that it was probably shot and needed to be replaced. So I'm wondering if is it possible to get just the, just the main unit, you know, the router itself, which has, uh, connections for three additional, um, uh, cables to be plugged in, whatever you call it. I'm sorry, serial number? Can I have the serial number? Let me see if I can see that. My eyesight is not great, so Okay, I see one. Looks like four, three K. Oh, I'm, I'm not doing any good with that. Let me try something else. Four three K one zero M two six eight zero zero zero seven seven. Uh, no.
01:00
Speaker 2
Your number, right, let me verify again, the serial number is 43K for kilo, 10M for mike, 26A for alpha, 0077.
02:00
Speaker 1
Let's start over with the A for alpha That is actually number eight and then zero zero zero seven seven. I was wrong. It's fifty five hundred. Sorry. Yes. I've got uh I
03:00
Speaker 2
All right, number eight and 3s. In 77. All right. You mentioned that your lakes model is MX 500. May I know how many of these links are product you have?
03:00
Speaker 1
I think I've got three of the other units, but the only thing that's really wrong is that the main one doesn't work. It does not connect to the internet. I have one main node and three of the other notes, the child nodes. Yes. Yes. Yes. Let's just double check one of the other ones. I think it was in 2022.
04:00
Speaker 2
So you have three MX 5500, one parent node and two child nodes. So you have a total of four links to products. One one parent node, three child nodes, and these links to products are all model MX 5500. All right. When did you purchase these links to products? ...this year May 2022. [silence] [No Speech] Okay, since you mentioned that you purchased this on May 2022. So, uh, this, so, mm-HMM Mm. so, um, I have to inform you, sir, that this Lenovo product has a limited warranty of three years. So, since your last purchase was in May, um, 2022, then, it means it's already out of warranty. So, it could no longer be, uh, eligible for returns and replacement, but we can do some, uh, troubleshooting steps, uh, with regard to your notebook because we don't know yet if, uh, if your notebook hardware is defective or it may just, mm, have some configuration error.
04:00
Speaker 1
Well, let me tell you what I did. The guy from the telephone company tested the line and it is active going into the router, but the router just doesn't reboot. So, I put on an old router that I had, and it works. So, I'm not are you going to be able to actually take a look at this one and see if there's anything that can be done? The main note is the one that does not connect.
07:00
Speaker 2
have been just disconnected because of the electric circuit or outage. Uh, what's uh, uh, is there a light on your main node? Yes, uh so that's the one that's connected to your modem. Um so it's not showing any lights.
07:00
Speaker 1
well, I think the lights flash, you know, as if it's going through the connection process, but it always comes up red. Um, the internet service provider is Guadalupe Valley Telephone Company. It's G-B-T-C, which is Guadalupe Valley Telephone Company.
08:00
Speaker 2
on its LED. Okay. So, um, since there's still light on your main node, it means, uh, we just need to reset and do a reconfiguration on your main node. So it's not really, uh, totally, uh, defective because since it's still showing a light, uh, activity on its LED. May I know who's your internet service provider, sir? Pardon?
08:00
Speaker 1
And I've got a fiber connection. Yeah, G-V-T-C. The first name is Guadalupe, which is G-U-A-D-A-L-U-P-E. Yes. [silence]
09:00
Speaker 2
Basecoast, London, we started up. to [REDACTED_CARD_NUMBER]-224-9804-224-98210-86-[REDACTED_CARD_NUMBER]-736723- 7367-33-x-92-13-76-x- 13669419-643-622. around [REDACTED_CARD_NUMBER]. Las Vegas that was KT for a silver. Houston and GBTC again. water loop of.
09:00
Speaker 1
Yes, isn't Victor Valley? Yes, that's the initials.
10:00
Speaker 2
Sango. I see. so it's dvtc. mm-hmm. alright get it. alright thank you. I plan to place a record for you so may I have your name? so uh your first name is
10:00
Speaker 1
It's spelled H-O-U-G-E-N, yeah, E-M., Yes. It's my last name first initial, so it's going to be H-O-U-G-E-N at Netscape.net. And that is N-E-T-S-C-A-P-E dot NET.
11:00
Speaker 2
David on your last name is H Vous G A. M. O, Gam. E for Echo, or E for Echo. Oh, all right. David. O. Thank you. Oh, may I know your email address? Uh, all right. Hog MD at Netscape.
11:00
Speaker 1
Yes. Okay. So if I, if I put that, if I plug it back in, you'll be able to access it? Or is that something?
12:00
Speaker 2
Alright, David, since your, as I've mentioned before, your main node is still showing LED activity or lights, it means that you, we can still reset and reconfigure your nodes because, uh, I think it, it's most probably that your main node got disconnected when there was a power outage. So, we just need to reconfigure your main node and get it back online.
12:00
Speaker 1
is it possible? is it possible to email the instructions of how to do it and I'll just do it after we hang up? that would be great if you would.
13:00
Speaker 2
guidelines. Um, I can walk you through the guidelines on how to reconfigure your main node and set it up again, but, uh, before I, uh, we proceed to that, David, um, since your product is, uh, already out of warranty, I could not provide you free voice or live technical support. Uh, what I can help you is, uh, through the paid connect service. If you apply for sure, sure. If uh, you don't want to apply for the paid support, I can send you the troubleshooting steps guidelines to your email. Yeah, all right. So, I'll be sending you the [silence] troubleshooting steps guidelines through your email. So, just check your email after I'll create your ticket. I'll be sending it through your email, okay? And in case, uh, yeah, in case the email doesn't arrive yet because of the delay in the delivery because of the difference in times. You can try accessing our support site linksys.com. Because we have a linksys AI agent or support bot on that site where you can just type in your concern on how to reconfigure your nodes and it will provide you some answers. So, you can also try that.
13:00
Speaker 1
Okay. Very good. Yes. Thank you very much. Thank you. You have a good one too.
15:00
Speaker 2
While waiting for the email that I'll be sending to you, service David, and David and David, okay? All right. You're welcome. Thank you. Also for calling Linksys, David, this David. And take care. Have a great day. Goodbye.
15:00