V2 Rubric Detail — f45d32ae-5fa2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 23:21
Duration
14m 23s
Contact
Pamela Mackowski
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00132143
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR5500_Dropping Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall28.3% (-27.7)

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly attributed Wi-Fi drops to modem instability without evidence, and relied on out-of-warranty status to end the call without best-effort support. While next steps were clearly communicated, no resolution path was pursued, and customer frustration was unacknowledged, resulting in an unresolved case.

V1 Case Analysis

Customer (MR5500) reports Wi‑Fi drops; router LED turns red. Agent declared out‑of‑warranty, offered $50 paid support or email instructions, no troubleshooting performed.

Troubleshooting Steps
  • Collected name, email, phone, and model number (MR5500).
  • Asked about LED color during drops (red).
Key Observations
  • Agent did not perform any standard troubleshooting (modem check, power‑cycle, WAN LED verification).
  • Warranty status was asserted without verification.
  • Customer was offered paid support despite being out of warranty, but no free troubleshooting was provided.
  • Agent provided contact‑info collection and promised email instructions.
Positive Highlights
  • Collected accurate customer contact information and model number.
  • Identified the symptom (router LED turning red) and acknowledged the issue.
Agent Errors / Gaps
  • Failed to follow standard diagnostic flow for Wi‑Fi drops (no modem check, no power‑cycle, no LED verification beyond asking).
  • Asserted out‑of‑warranty status without checking warranty records.
  • Jumped directly to paid‑support offer without attempting free troubleshooting.
  • Did not confirm whether the issue was resolved before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered to email instructions but did not resolve the Wi-Fi dropping issue during the call, nor confirm resolution.
R2 Not Met Diagnostic thoroughness conf 94%
No meaningful troubleshooting steps (e.g., power cycle, channel width, interference check) were performed or suggested.
R3 Not Met Correct resolution path conf 93%
Agent cited out-of-warranty status to avoid troubleshooting, violating OOW best-effort standard; should have attempted setup, reboot, or firmware check.
Technical Accuracy
T1 Not Met Technically accurate info conf 91%
Agent asked only basic questions (model, LED color) but failed to follow a logical diagnostic process or identify root cause.
T2 Not Met Appropriate tools / resources used conf 89%
No tools (e.g., KB article universal_wifi_drops_after_change), remote access, or diagnostic steps used despite clear applicability.
T3 Partially Met No misinformation conf 87%
Correctly stated warranty status and paid support option, but incorrectly attributed drops solely to modem instability without evidence.
Communication
C1 Partially Met Clear & professional language conf 85%
Collected basic info and closed call professionally, but did not set expectations or guide interaction beyond data collection.
C2 Met Confirmed understanding conf 90%
Used simple language and avoided jargon; adapted to customer’s level during model number and LED color questions.
Customer Ownership
O1 Partially Met Ownership & empathy conf 84%
Took ownership of sending email instructions but abdicated responsibility for resolving the issue by citing warranty status.
O2 Met Proactive follow-through conf 93%
Clearly communicated next step: 'We'll create the email for you and I'll send it after the call.'
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation performed and none was warranted; agent chose to offer paid assistance instead.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Failed to acknowledge customer frustration (e.g., 'piece of shit', repeated resets); no empathy statements made.
X2 Not Met Tone & rapport conf 90%
Maintained scripted tone despite customer irritation; did not adjust pace or emotional engagement.
X3 Not Met Overall experience conf 88%
Customer struggled to find model number and was not guided efficiently; no effort to reduce repetition or simplify steps.
Call Transcript14 turns · 16 lines
Speaker 1
Piece of shit. It should be on now. Okay. I picked up and they disconnected me. 44 minutes. No, it must not start till eight o'clock.
00:00
Speaker 2
Welcome to links is support. To ensure quality service, your call may be monitored. For near warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.lexus.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
the text is . must not start till 8 o'clock . Here's your phone . Well, yeah, we're gonna have to leave pretty soon. [noise] what is Yes. sure it's Pamela Milius M-A-C-K O-W-S-K-I, O-W S-K-I. PMAC0905@roadrunner.com. [silence]
01:00
Speaker 2
Hello, thank you for calling Langsville. My name is Mitchell. This is your first time calling. All right. May I have your first and last name, please? Thank you. That's M-A-C-K. Thank you. And what is your current email address?
08:00
Speaker 1
914 444. 0-2-1-5. It keeps dropping the Wi-Fi signal. I mean, constantly, like 5, 6, 7 times a day. I have to keep resetting it. Yes. I have to keep either shutting it off and turning it back on or unplugging it, turning it back on. I I've gone through my provider and they say there's nothing wrong with the modem. It just, yeah, it just stops. The Wi-Fi just cuts off completely to all my devices.
09:00
Speaker 2
okay thank you and may I also confirm your current phone number? Thank you. Thank you Pamela. And how may I help you with your link device? You mean you have to keep on unplugging it and turn it on again? Okay. Okay. Okay. When you say keep on dropping, do you mean the Wi-Fi signal that you see on your phone that disappears and goes back again? So do you check the Wi-Fi name?
09:00
Speaker 1
yes. no, it's gone. no. it just says no, no internet. correct. just one. yeah, hang on a second, let me, I took a picture of it. whatever, go. It is 4 5 K 1 0 M 2 8 C 0 0 6 5 1.
10:00
Speaker 2
Everytime it drops, does it say no internet? Or do you still see the wifi name there? So the wifi name will disappear on the wifi settings. Okay, it says no internet. How many links do you have? You may have the Sigma number.
10:00
Speaker 1
Uh, model number. Set up lien recovery. I don't know. Where do I find the model number? It says WPS serial number and MAC address. It's not there. The sticker next to it says,
11:00
Speaker 2
uh, made and what is the model number. My don't know, it's on the sticker label, just look for model. [silence] uh, are you sure? There is a model number on every Linksys router. You look on the other part of the router, you look on the upper part of the sticker label.
11:00
Speaker 1
Oh, it's in a different place. It's MR five five zero zero. Spectrum. It's blue right now, but I just had to reset it like five times. Yeah. Like I said, I just had to reset five times. It turns red. It turns red. Yes. [silence]
12:00
Speaker 2
Okay. And who's the internet provider? Okay. And currently what is the light color at the front of your Linksys router? Okay, solid. Solid blue. And, um, it's solid blue. My question now, every time the Wi-Fi drops and it says no internet access, do you observe what is the light color every time that happens? Okay, it goes to red. Okay. Uh, this simply means that, uh, the Linksys router cannot receive a seamless internet connection from the modem. So if you're gonna [silence] So the links this router, it's connected to a modem, right? This is connected to another device. Okay? Um, since the links this router, every time it drops and the light of changes, that simply means that the internet connection from the source isn't stable. Just between the modem, this physical modem, device, and the links router. So, um, uh, what we what we need to do with that is to bypass first to check the modem. But that will take time to ping the modem, to check the timeout of the connection before you route to the linksy. Now, um, if you would really like to go through with that, the device here for your links is already out of warranty. We cannot provide any free assistance, which either you will pay for $50 for the one-time and non-refundable support, or we can send you instructions to your email address with no charge.
12:00
Speaker 1
Send the instructions please. Okay. Thank you. That's it thanks. Uh-huh, you too. Thanks.
14:00
Speaker 2
which would work for you? All right. We'll create the email for you and I'll send it after the call. You're welcome. Is there anything else? Mm. You're welcome. Thank you so much for your time. All right. Bye-bye.
14:00