V2 Rubric Detail — f561844a-73ff-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 21:17
Duration
5m 19s
Contact
Jeremy Hubbard
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00135235
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5500_Device Reconfiguration

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.79/5
EscalationN/A
Customer Exp0.00/5
Overall14.3% (-43.7)

V2 Grader Summary

The agent failed to perform any diagnostic steps, incorrectly assumed the device was out of warranty without verification, and defaulted to paid support or email instructions without resolving the issue. Despite the customer’s repeat contact and low technical confidence, there was no empathy, continuity, or meaningful troubleshooting, resulting in an unresolved outcome with multiple protocol and technical accuracy failures.

V1 Case Analysis

Customer reported no internet after replacing Spectrum modem on MX5500 mesh system (serial 43K10M27B19981). Agent confirmed model/serial, stated device is out of warranty, and offered $15 paid support or to email a video tutorial. No troubleshooting performed.

Troubleshooting Steps
  • Collected model (MX5500) and serial number
  • Asked whether the new modem had been activated (correct per KB)
  • Mentioned MAC address may need to be provided to ISP (correct per KB)
Key Observations
  • Agent did not perform basic troubleshooting (power-cycle, check LEDs, factory reset) despite clear opportunity per KB guidance on WAN setup issues.
  • Agent moved directly to paid-support discussion without verifying warranty status through lookup.
  • No acknowledgment of customer frustration or empathy expressed.
  • All technical advice given (modem activation, MAC address requirement) was correct per KB.
Positive Highlights
  • Correctly captured product model (MX5500) and serial number.
  • Technical advice about modem activation and MAC address requirement was accurate per KB.
  • Offered concrete self-help path (email instructions) for out-of-warranty customer.
Agent Errors / Gaps
  • Skipped essential troubleshooting steps (reboot, power-cycle, reset) before offering paid support, contrary to KB guidance on WAN setup issues.
  • Stated the device was out of warranty without verifying through lookup or customer confirmation.
  • Did not acknowledge customer frustration or provide reassurance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the connectivity issue or confirm any outcome; only offered paid support or email instructions without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed (e.g., power cycle, LED check, WAN test); agent skipped to warranty/paid support discussion without diagnostic sequence.
R3 Not Met Correct resolution path conf 97%
Agent declared device 'out of warranty' without verification and failed to provide best-effort troubleshooting for OOW devices as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify symptoms (LED status) or perform any diagnostic sequence (power cycle, WAN test) as outlined in universal_escalation_guide.md Step 1, jumping immediately to warranty/payment.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used no tools or KB resources to verify the MX5500's status or configuration, relying entirely on a generic assumption about modem activation.
T3 Not Met No misinformation conf 98%
Agent asserted the device was 'out of warranty' without performing a lookup and offered a $15 paid service, which is not mentioned or supported in any provided KB reference.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent collected basic info (phone, model) but failed to set expectations or guide toward resolution; call ended without clear closure.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple terms but did not confirm understanding or adapt to customer’s self-reported low tech-savviness with additional checks.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent offered to send instructions and did not transfer, showing some ownership, but did not initiate any direct troubleshooting or follow-through actions.
O2 Partially Met Proactive follow-through conf 85%
Agent promised to send video tutorial via email but provided no timeline or confirmation of delivery; next steps were vague.
O3 Not Met Closure confirmation conf 93%
Customer mentioned prior calls but agent did not reference any history or prior troubleshooting steps; treated as new contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was basic setup after modem replacement, resolvable at L1 with proper steps.
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 96%
Agent showed no empathy for repeat contact or power surge stress; no acknowledgment of frustration or difficulty expressed by customer.
X2 Not Met Tone & rapport conf 95%
Agent maintained scripted tone and did not adjust pace or method to customer’s confusion; no comprehension checks after key instructions.
X3 Not Met Overall experience conf 94%
Agent introduced paid service and email-only support instead of reducing effort via guided troubleshooting or remote assistance options.
Call Transcript8 turns · 10 lines
Speaker 1
Yeah, go grab. Yeah, I've called before. We've got a Linksys system. I don't know if I'm in warranty or not. [silence] Okay, Figure that. Uh, no we've called before. We've got a Linksys system. I don't know if I'm in warranty or not.
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 [silence], register. Linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about [silence], please have your device's serial number and contact information ready. If unavailable, kindly call back later. [silence]. For out-of-warranty product, paid support option may be available [silence]. Hello, [silence]. Thank you for calling [silence]. My name is Bells. Is it your first time calling? One moment please. Is your device turned on? All right. And can you please confirm your current phone number? All right. You have a mesh system, right? How many links this device system total?
00:00
Speaker 1
Yeah, uh, four three K one zero M two seven B one nine nine eight one. uh, model number? Oh, um, MX, five, five zero zero, spectrum. Um, I think our mode is, uh, we had a power surge today and um, the internet went out and would not come back on. So I went and got a new modem from Spectrum cause I was thinking probably the modem got fried. So I've re I've hooked that up and then when I just plugged it back into the main, you know, pod uh it's not not working. I don't know with the new modem if I need to do something to reset the system or if there are instructions somewhere that help me figure out what to do. Okay. Uh yeah, the modem's on and going. I just plugged it in. That's what Spectrum said it should work.
02:00
Speaker 2
Yeah, Yeah, that's um pretty normal if you switch to a new modem device uh there would be a time that you really need to reset and reconfigure or start all over again with your Linksys system. Have you activated your modem or not yet? How did you activated this new modem device? I see. I see. Um because in activating the modem, um for um based on uh our experience with other customers uh they usually gave their MAC address to Spectrum. Have you ever
03:00
Speaker 1
Okay. well, let's, we can try to call, um, we can try to call, uh, Spectron get it activated. Do I need to do, once I get that done, are there instructions online that tell me how to, how to try to get this working again, or do I just have to call back, or what do we do? Okay. Okay, yeah, that'd be great if you could send me that. I just, I, I'm not very tech, tech savvy, so I just don't know what I'm doing.
04:00
Speaker 2
Something like including the information of the modem device when you connect the laptop or computer to it because activating the modem is the first step before you go with your links. uh-huh. Uh-huh. Yeah, it's up to you if you would like to call us back. since the device is actually already out of warranty, uh the assistance of the phone is no longer for free. so it's you have the option to pay for the $15 for the paid service or we can send you instructions to your email how you can reinstall your links once your modem is activated. Okay, sure.
04:00
Speaker 1
Okay, and if we needed help online, it's he says $15 to get help. Okay. Okay. All right, thank you. I appreciate it. Okay, bye-bye.
05:00
Speaker 2
all right sure I can and he do the instructions I'll include the video tutorial for that right yeah just give us a call back for that you're welcome bye bye [silence]
05:00