V2 Rubric Detail — e816a9c0-64d5-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 14:08
Duration
6m 2s
Contact
Ray Laue
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00132942
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication4.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall44.4% (-11.6)

V2 Grader Summary

The agent demonstrated strong communication and ownership by setting clear expectations and offering follow-up, but failed to perform any troubleshooting, provide technical guidance, or attempt resolution. The interaction ended with no diagnostic steps taken and no resolution achieved, resulting in an Unresolved outcome despite courteous and controlled delivery.

V1 Case Analysis

Customer unable to connect new Linksys range extender after ISP change; agent collected serial, offered paid support, and promised email instructions. No troubleshooting performed.

Troubleshooting Steps
  • Collected and verified extender serial number
  • Confirmed customer contact details
  • Offered paid‑support option
  • Promised to send step‑by‑step email instructions
Key Observations
  • Agent did not perform any technical troubleshooting for the extender connectivity issue.
  • Paid‑support was offered before confirming warranty status or necessity of paid assistance.
  • Customer was left with only an email of instructions and no immediate resolution.
Positive Highlights
  • Polite and professional tone throughout the call.
  • Accurately captured the serial number and customer contact information.
  • Offered a clear next‑step (email instructions) when the customer declined paid support.
Agent Errors / Gaps
  • Failed to follow the standard range‑extender setup flow (reset, temporary Wi‑Fi, web UI).
  • Did not verify the product model or check warranty eligibility before suggesting paid support.
  • Provided no actionable troubleshooting steps during the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the agent only offered email instructions or a paid service without confirming the extender was connected or functional.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — no questions about LED status, Wi-Fi network visibility, or setup page access were asked.
R3 Not Met Correct resolution path conf 96%
Agent skipped diagnostic steps and defaulted to paid support/email without determining warranty status or attempting best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asked only for serial number, name, and contact info — no diagnostic questions about symptoms or setup attempts were posed.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (KB, admin dashboard, remote access) were used; agent relied solely on offering written instructions without engaging in active diagnosis.
T3 Not Met No misinformation conf 96%
No technical guidance was provided during the call — no setup steps, URL references, or reset instructions were given verbally.
Communication
C1 Met Clear & professional language conf 98%
Agent maintained control, set expectations clearly (email within 5–10 minutes), and managed the call flow effectively.
C2 Met Confirmed understanding conf 97%
Agent used accessible language, avoided jargon, and offered options (free email vs. paid support) appropriate to customer’s expressed preference.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the interaction from start to finish, did not transfer, and committed to sending follow-up instructions.
O2 Met Proactive follow-through conf 99%
Clear next step and timeline were communicated: 'You will receive the email within 5 to 10 minutes.'
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within scope of L1 support but not pursued.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent used polite, empathetic language ('rest assured', 'thank you', 'you're welcome') and remained professional throughout.
X2 Met Tone & rapport conf 96%
Agent adapted to customer’s pace, confirmed understanding, and offered choices that matched the customer’s comfort level.
X3 Met Overall experience conf 97%
By offering email instructions, the agent reduced customer effort by avoiding repetitive holds or on-call step-by-step guidance.
Call Transcript12 turns · 12 lines
Speaker 1
Hey there, good morning. My name is Ray Lauey and I have a Linksys wireless, I guess, extenders. And I'm just trying to, I got a new internet service. I'm trying to connect them to my device.
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.links.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty product, 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 links. This is Josh. How may I assist you today?
00:00
Speaker 1
Serial Serial number of the Extender Okay. Let me get my glasses. Hang on one moment. Okay. I've got four of them, but I'm going to start with one here just to see if I can get one connected. So this serial number is a long number. It's a 50 D as in Delta 10 M as in Mike 24 Charlie 24 Charlie. Oh yeah. 24 C.
01:00
Speaker 2
I see got this one sir and may I have the serial number of your links? this range extender piece yes no worry sir.
01:00
Speaker 1
0 3 1 5 3 correct correct yes absolutely let me mute this TV here you can hear me better it's a Raymond or Ray Loud I L-A-U-E [silence]
02:00
Speaker 2
M. M. All right. Thank you so much for that one. Let me verify again the serial number to make sure that I got it correctly here. So it's 50D for Delta. 10M for Mary. Two four C for Charlie. Zero 315. Three. Is that correct? Thank you so much for that. One. So I assume you sorry, just to verify, you have four nodes or four links devices. Is that correct? All right. Sir, in order for me to create a ticket here or case here on my tools, may I have again your first and last name? Yes, sir. Mhm. And what about your phone number?
02:00
Speaker 1
Ray l AUE 7 3@ gmail.com correct T mobile
03:00
Speaker 2
Email address please.
03:00
Speaker 1
Oh, well, so how long is—OK. Yeah, yeah, that's fine. You can just email me that. I'll try that first.
04:00
Speaker 2
However, sorry, if you really want to be assisted over the phone, we do have this one time non-refundable support that will last up to 60 minutes or one hour, but it will cost you $15. Uh, 60 minutes or one hour. However, sorry, if you don't want to avail the paid service, I can actually send you a step by step instructions via email on how to properly reset and reconfigure the nodes. And rest assured that it will be the same instructions if ever you will go to the paid service. Yes, sorry, because I believe that your nodes are still working. It is just that they are currently offline since you mentioned you just changed your internet service provider. And don't worry, sorry, rest assured again that you will receive
04:00
Speaker 1
Okay, fair enough. I'll try that out. Okay, it's like $15 for like an hour. Oh, yeah. Yeah, yeah. That's fine. Yeah, okay. Yeah, I'll try to do it myself first and then I'll save your number here and call, call back if I need to further assistance. Okay, thank you very much. Thank you. You too. All right, bye. [silence]
05:00
Speaker 2
Give that email within 5 to 10 minutes. Got it, sir. Mhm. And again, if you need further assistance, like example in the future you want to uh try our paid service, rest assured that you can just give us a call. Yes, sir. And if ever sir, if the device, sorry, if the issue has not been resolved, uh there will be no refund for yeah, for the $15. Mhm. Yes. Mhm. E. All right, and don't worry sir, rest assured that the instruction is straightforward, so and it is easy to follow as well. So again, you will receive it within 5 to 10 minutes. You're most welcome, sir. And again, thank you so much for calling Lexus. You have a great day.
05:00