V2 Rubric Detail — e7a84490-73fc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 20:55
Duration
7m 7s
Contact
Anthony Digati
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135230
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Lost Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall21.7% (-0.3)

V2 Grader Summary

The agent prioritized warranty validation and paid support over technical troubleshooting, failing to diagnose or resolve the mesh Wi-Fi outage. No technical guidance from the KB was provided, and the agent did not attempt any diagnostic steps, resulting in an unresolved case.

V1 Case Analysis

Customer reported Mesh Wi-Fi 6 system lost connectivity and cannot reconnect. Agent focused on warranty and paid support without performing any troubleshooting. Incorrect support URL provided. Issue unresolved.

Troubleshooting Steps
  • Collected customer name and serial number.
  • Asked about warranty status and receipt availability.
Key Observations
  • Agent did not perform any technical troubleshooting for a reported mesh connectivity failure, violating KB protocol for WiFi connectivity issues.
  • Provided an incorrect and non-functional support URL ('supporreadhlinksys.com') instead of the correct KB URL (https://support.linksys.com).
  • Prematurely focused on warranty validation and paid support before attempting any diagnostic steps, contrary to KB troubleshooting flow.
  • Failed to obtain model number, which is critical for mesh compatibility and troubleshooting per KB.
  • Did not verify basic connectivity steps (e.g., modem status, Ethernet connections, node placement) that are foundational per KB.
Positive Highlights
  • Agent greeted the customer politely and identified themselves (transcript [01:00]).
  • Attempted to collect customer information (name, serial number).
Agent Errors / Gaps
  • Provided incorrect support URL: 'supporreadhlinksys.com' (transcript [05:00]). Correct URL per KB is https://support.linksys.com.
  • Did not perform any diagnostic steps (e.g., power-cycle, LED status check, web UI login at http://192.168.1.1 or http://myrouter.local, node pairing) despite customer reporting a clear connectivity failure (KB: adjacent_device_setup_scenarios.md).
  • Failed to obtain the model number of the device, which is essential for accurate support (KB: velop_mesh_compatibility.md).
  • Focused on warranty and paid support before attempting any troubleshooting, violating standard support protocol (KB: universal_escalation_guide.md).
  • Did not verify basic connectivity steps (e.g., modem status, Ethernet connections, node placement) that are foundational per KB (universal_speed_below_plan.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No resolution was achieved; the agent did not restore connectivity or provide a technical fix, ending the call with a paid-support offer only.
R2 Not Met Diagnostic thoroughness conf 98%
Agent skipped diagnostic steps (e.g., LED check, power cycle, pairing method) and did not attempt to troubleshoot the mesh outage before discussing warranty and fees.
R3 Not Met Correct resolution path conf 97%
Despite customer stating devices were less than a year old, agent insisted on receipt for free support instead of providing best-effort troubleshooting as required for in-warranty or near-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asked no targeted diagnostic questions beyond confirming loss of connection; no root cause (e.g., firmware, backhaul, node status) was investigated.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (e.g., web UI access, LED status verification, remote diagnostics) were used or suggested, despite the issue requiring hands-on investigation.
T3 Partially Met No misinformation conf 95%
Agent correctly described warranty period and paid-support option, but provided no technical guidance relevant to the mesh Wi-Fi failure.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent opened the call professionally and collected information, but failed to set expectations for troubleshooting or resolution path.
C2 Met Confirmed understanding conf 93%
Agent used plain language and repeated key points clearly; adapted communication to ensure customer understood warranty and support options.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent remained on the call and did not transfer, but limited ownership by conditioning free support on receipt submission despite customer’s urgency.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timelines, or follow-up commitments were given; only vague references to email or paid service.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the situation did not clearly require escalation at this stage.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent failed to acknowledge customer’s frustration after repeated reboots or validate their technical competence and effort.
X2 Not Met Tone & rapport conf 94%
Agent maintained a procedural tone without adjusting to customer’s growing irritation or desire for immediate help.
X3 Not Met Overall experience conf 95%
Customer was asked to locate a hard-to-read serial number and then told they might have to pay, increasing effort unnecessarily.
Call Transcript10 turns · 12 lines
Speaker 1
Hi there. somebody can help me out? You want to know about, I've got the uh, Lyndis dual band mesh Wi-Fi six system. Um, and I was hoping you guys could help me out really quick. I very rarely have to call tech support. I'm in technology.
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. [silence] Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support is available. [silence] 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 Eppy. How can I help you?
00:00
Speaker 1
Uh, but for some reason, I can't seem to get this Wi-Fi that has been fine. All of a sudden, it dropped and I can't get it to reconnect. Yeah, I believe so. But I mean like my Internet through that, but the Linksys ones are not connecting. I've rebooted, I've unplugged. I've done all that. Never started them. I've unhooked them. But I can't get them to come back online. [silence]
01:00
Speaker 2
Okay, so, uh, it lost the connection, sir. All of your devices right now cannot go online, correct? Mhm. Mhm. Mhm. All right. Okay, um, sir, let me just create a [silence] for records can I have your name? Okay, and what about your email address? Okay, your last name again it's spelled D-I-G-A-T-I. Oh, T-E. Okay, sorry. And can I also have the model number and the serial number? It's underneath the router, sir? Should be able to see there the model number and serial number of the device. Yes.
01:00
Speaker 1
I mean, this is one of them. Oh, man, it's super hard to see. I think it's 20 JT, two 0M, three, six, a four 326. Uh, what'd you say after A? Um? uh, no, four seven three two, six.
03:00
Speaker 2
Okay, so it's two zeros J two zeros M three six C for Apple four three two six. four three two six. four seven three two six. Okay. And can I have the model number, sir? How long have you been using this device? Yes, so is it more than three years? Do you happen to know when is the date of purchase? Do you still have the receipt, sir? Okay, because, yeah, just to set your expectation, Anthony, the reason
03:00
Speaker 1
Yeah, and I mean, respectfully, I'm not, I'm not, yep, I'm not calling to validate the warranty, I'm calling for, like, the tech support to help out. I kind of know how to do all the registration of the warranty and all that stuff.
05:00
Speaker 2
The reason why we need to ask for the receipt for us to validate the warranty of this device, okay? Because the warranty period is good for three years, okay? It has a three-year warranty, and if you had, if you have one device, because it's only one year old, then it's still in warranty, so we can still validate that, as long as you have the copy of the receipt. Okay? We can give you free technical support. Yes, I understand, sir, but just to set, but just to set your expectation that if ever the device is out of warranty, it means it's no longer covered for free technical support. Okay? And we can only give you two options for that. Um, we have the website, which is supporreadhlinksys.com, you will find their articles and how to
05:00
Speaker 1
I just told you. I've had these like two of them that are less than a year. Are you guys able to help or not?
06:00
Speaker 2
Configure the device. You can also take advantage of our AI tool. And we can also send you an email. Um there are instructional videos on how to set up the parent node as well as the child nodes for that, for that particular uh mesh router. Now the second option is our pay to next service which will cost you $15 lasting for 60 minutes or an hour of troubleshooting, sir. It's just a one-time charge of $15 and this service is non-refundable. So, we would be able to walk you through the process but then again, there's a fee for the service. Yes, sir. Well, if you have the receipts, sir, yes, we can um help you with that. But if you, if you're unable to provide us the receipts, sir, then we will, um consider that it's out of warranty. [silence]
06:00