V2 Rubric Detail — e8b96ee6-64d8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 14:30
Duration
9m 20s
Contact
Judith Lozanoff
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132949
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: single device cannot connect_EA7300
⚠ Auto-Zero applied: Avoidance/Evasion (B) — agent avoided performing any meaningful troubleshooting on a technically resolvable issue and instead pushed a product replacement and paid support option, violating the OOW best-effort standard.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any diagnostic or troubleshooting steps for a recurring Nintendo Switch Wi-Fi disconnect issue. Despite the customer having already contacted their ISP and confirmed external network health, the agent offered no technical investigation, incorrectly stated the router had no firmware updates, and prematurely recommended purchasing a new router. This constitutes avoidance of support responsibility, especially for an out-of-warranty device where best-effort troubleshooting is required.

V1 Case Analysis

Customer reports Nintendo Switch Wi-Fi drops. Device out of warranty. Agent offered paid support and recommended purchasing a new Velop Pro 6E (MX6200), after misnaming it as MX6500. No troubleshooting performed.

Troubleshooting Steps
  • Collected serial number
  • Checked warranty status
Key Observations
  • Agent performed zero technical troubleshooting despite a clear Wi-Fi connectivity issue.
  • Incorrectly recommended a non-existent MX6500 model before correcting to MX6200, indicating poor product knowledge.
  • Failed to identify the actual router model in use, which is critical for accurate support.
  • Did not verify if other devices were affected, a basic step in isolating client vs. network issues.
  • No self-help resources (KB articles, email follow-up, or setup guides) were offered after paid support was implied as the only path.
Positive Highlights
  • Collected the device serial number and created a case record (05:00).
  • Clearly communicated that the warranty had expired (05:00).
  • Maintained a courteous tone throughout the call.
Agent Errors / Gaps
  • Failed to perform any Wi-Fi troubleshooting (no power-cycle, reset, channel or signal checks) — violates standard flow.
  • Did not ask for or confirm the router model before giving advice — major protocol and accuracy failure.
  • Provided inaccurate product recommendation (MX6500 does not exist) — serious accuracy error.
  • Offered paid support before exhausting free troubleshooting steps — violates support policy for out-of-warranty customers.
  • Did not verify if other devices were experiencing the same issue — missed basic isolation step.
  • Did not offer any self-help resources (KB article, email, guide) after declining paid support — operational failure in closure.
  • Miscommunicated the recommended product model, causing confusion (07:00–08:00).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the Nintendo Switch disconnect issue; only suggested purchasing a new router without attempting any fix.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (e.g., power cycle, check firmware, verify signal) were performed despite a clear Wi-Fi stability issue.
R3 Not Met Correct resolution path conf 94%
For an out-of-warranty device, agent should have offered best-effort troubleshooting (per OOW standard), but instead immediately recommended replacement without diagnostic effort.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent failed to identify symptoms beyond 'disconnects', asked no diagnostic questions about environment, interference, or device-specific behavior.
T2 Not Met Appropriate tools / resources used conf 91%
No use of tools (e.g., remote diagnostics, logs, or even basic web UI checks) despite having the serial number and customer on the line.
T3 Not Met No misinformation conf 92%
Agent claimed the router was 'first generation' with 'no firmware updates' — technically inaccurate without model verification; also recommended MX6200 (not MX6500) inconsistently.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic call flow (collected info, created record) but allowed awkward silences and failed to guide toward resolution.
C2 Partially Met Confirmed understanding conf 86%
Used simple language but did not confirm understanding; tone was transactional and failed to adapt to customer’s evident confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of the issue — closed the interaction by pushing a product purchase rather than resolving the reported problem.
O2 Not Met Proactive follow-through conf 93%
No clear next steps for troubleshooting; only vague suggestion to 'buy a new router and call back'.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and the issue (Wi-Fi disconnect) was within L1 scope — no valid trigger for escalation.
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 94%
Scripted response about expired warranty and paid support lacked empathy; failed to acknowledge customer frustration or effort.
X2 Not Met Tone & rapport conf 91%
Agent maintained a sales-oriented tone instead of adapting to customer’s need for technical help, leading to disengagement.
X3 Not Met Overall experience conf 95%
Customer was forced to research and purchase a new router instead of receiving direct troubleshooting assistance.
Call Transcript16 turns · 18 lines
Speaker 1
[silence] want to see if there's any. thing I can do with my router. My grandson was over yesterday Transcribe
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's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, 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 technical support. This is Rio, how can I assist you today?
00:00
Speaker 1
Jake and his- his Nintendo Switch kept disconnecting- so I've already called at my service network provider. They said everything's good on their end to call you. It's 192-1-0-1-5-7-7-7- [sudden cut off]
01:00
Speaker 2
uh, We apologize that you've experienced this issue. Ma'am, what's the serial number for your Linksys device, please? Hold on, let me Just double check. Um, again, ma'am, let me just confirm if I got it correctly, Okay? It's one ninety One zero nine seven two three one four four five five five five.
01:00
Speaker 1
Yes. It was just a Nintendo. I just, yeah. If we connected. it is spectrum we connected.
02:00
Speaker 2
Okay. Let me just confirm ma'am, aside from the Nintendo Switch that keeps disconnecting. I may ask though, by the way, is other devices are working fine or is this a Nintendo? Just a Nintendo. May I know who's your internet service provider? Oh, yeah.
02:00
Speaker 1
it just kept disconnecting it. it was working fine. before like, in the past. yes, they did upgrade. the modem spectrum. did yes that. I know of so it's Judith Lozanoff L O Z A N like Nancy and then O F F like "off"
03:00
Speaker 2
um is this the first time you've connected it or it was working fine before okay let me just confirm did you somehow like make changes with your modem or like upgrade or update okay is this the first time ma'am when you've called linksys uh let me just create first a record for you before we proceed may i know uh your first name and last name please
03:00
Speaker 1
Sure.
04:00
Speaker 2
Got it. Uh, it's Judas, right? J-U-D-A-S. All right. Um, how about email address now? [silence] Let me create first a record, ma'am. Can you give me just three minutes? Great. Ms. Judith, I was able to create a record for you in the system. However, based on our records here, the warranty of your product has already been expired. And just to set proper expectation, my recommendation and assistance can only help you to the certain extent.
04:00
Speaker 1
So, do you know how how long was the warranty? Uh.
06:00
Speaker 2
we no longer provide free technical assistance for out of warranty devices. Now, again, for out of warranty devices we no longer provide free technical assistance. However, if you insist, we can still provide you one-time phone support lasting only for 60 minutes but there would be a fee for that and that's $15. If by chance you don't want to pay $15, we can only provide you a troubleshooting guide.
06:00
Speaker 1
I send it to Mike no but my question is so does it do I need a better one a better router because the modem was updated all right so can you recommend a router to purchase okay wait a minute I'm gonna write it down
07:00
Speaker 2
Yes, ma**.** [silence] Yes, ma**.** And your router is already part of the first generation routers. [silence] So no firmware updates available anymore. [silence] Sure, uh, you can uh check the MX 6500. You can purchase it via Amazon, Walmart, Best Buy and Target stores in the US.
07:00
Speaker 1
Okay. Okay, so it's called an MX... 6,5201. Okay. 6... 200... Okay. Pro 600? Though... Oh, 6E. Okay. Okay. Okay. So I could purchase it and try it. Then if he still has issues, then I'll know that it's not my router. Okay. Okay. All right. Thank you.
08:00
Speaker 2
Hmm. 6200 yeah. So yeah, that's the Velo pro 6e. So yeah, 6e, 6 and letter E. Mm-hmm. Uh yeah, you can call us back ma'am so we can check and help you set up the device. You're welcome, ma'am. You have a nice day ahead. Goodbye for now. Bye-bye. you may not release the line, ma'am.
08:00