V2 Rubric Detail — f5bae060-636c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 19:05
Duration
5m 8s
Contact
Teresa Miller
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132646
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing basic troubleshooting by immediately defaulting to paid support for a simple, resolvable issue (extender reset), violating the OOW best-effort standard.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to provide any troubleshooting or resolution for a straightforward extender reset request, incorrectly claimed live support was unavailable due to expired warranty, and defaulted to a paid-support offer without offering best-effort help. This constitutes avoidance of responsibility and violates core support protocols, resulting in an unresolved outcome with unnecessary customer effort.

V1 Case Analysis

Customer requested reset instructions for a Linksys range extender after moving. Agent stated device out of warranty, offered paid support, gave no troubleshooting, and customer declined.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly stated that live support is unavailable due to out-of-warranty status, which contradicts business policy allowing basic triage for out-of-warranty devices.
  • Agent failed to provide the standard factory reset procedure (10–15 second button press), a fundamental and safe step for setup issues.
  • No self-help resources (KB article, URL, or email follow-up) were offered before or after the paid support pitch.
  • Agent collected contact and ISP information, showing attempt at basic intake.
  • Agent maintained a polite and professional tone throughout the interaction.
Positive Highlights
  • Agent collected customer name, email, ISP, and attempted serial number capture, following basic intake protocol.
  • Agent clearly explained the paid support option, including cost ($15) and duration (60 minutes), providing transparency.
  • Agent maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Incorrect warranty claim – stated live support is unavailable due to out-of-warranty status, which violates policy; basic troubleshooting should still be offered.
  • Did not provide standard factory reset instructions for a range extender, despite it being a safe, universal first step for setup issues.
  • Failed to clarify or confirm the product model number, which is relevant for accurate guidance.
  • Misheard or failed to validate serial number during customer spelling (e.g., 'O' vs '0'), risking incorrect device lookup.
  • Did not offer any self-help path (KB article, support URL, email with steps) after customer declined paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent offered no resolution path—no reset steps, no KB article, no troubleshooting—only a paid support option which the customer declined. Issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed—agent did not ask about LED status, power cycle, or factory reset, despite these being standard for extender setup issues.
R3 Not Met Correct resolution path conf 94%
Agent incorrectly treated out-of-warranty status as a reason to stop helping, violating the OOW best-effort standard by offering only paid support without any free troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent asked only for serial number and ISP, with no diagnostic questions about symptoms (e.g., LED color, connection attempts) or root cause analysis.
T2 Not Met Appropriate tools / resources used conf 92%
No tools or KB references were used—agent could have directed customer to universal_range_extender_setup.md but did not, despite the issue being a common setup scenario.
T3 Not Met No misinformation conf 95%
Agent stated 'live support is no longer available' for out-of-warranty devices, which is factually incorrect per universal_paid_support_workflow.md—best-effort help is required.
Communication
C1 Not Met Clear & professional language conf 93%
Agent abruptly shifted to paid support without framing the call, setting expectations, or maintaining control—customer disengaged due to lack of guidance.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple language but failed to adapt when customer expressed confusion over serial number and later frustration—no comprehension checks or tone adjustment.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership—immediately defaulted to paid support instead of attempting to resolve the issue, even though a factory reset is a standard free step.
O2 Not Met Proactive follow-through conf 93%
No next steps were provided—only a paid support offer. Customer was left with no actionable guidance after declining payment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue was a basic setup question resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged concern with 'I totally understand your concern,' but failed to sustain empathy when pushing paid support despite customer frustration.
X2 Not Met Tone & rapport conf 90%
Agent continued with a scripted paid-support pitch after customer expressed intent to disengage ('forget it'), showing no adaptation to emotional state.
X3 Not Met Overall experience conf 91%
Customer had to repeat serial number and provide contact info without receiving any troubleshooting in return, increasing effort unnecessarily.
Call Transcript11 turns · 11 lines
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 serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, [silence]
00:00
Speaker 1
Hi. Is it easy to reset my Linksys extender? I'm moving to a new location and so I was using it at my home and then I'm moving.
01:00
Speaker 2
Press 8. Press 8. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on. 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 Lynksys. This is Regina. How can I help you today?
01:00
Speaker 1
I'm trying to set it up at my new house and it's not working so I didn't know if there's a way to reset it easily enough.
02:00
Speaker 2
Okay, so I totally understand your concern, ma'am, but is this your first time calling us for support? And are you calling from the United States? May I have your first name and last name? Teresa. That's right. And your call back number. And your email. Is it Teresa M?
02:00
Speaker 1
Just the one extend or. Yes. Yes, I can, um, get my glasses on. The serial number is 17 X 11 T as in Tom O, 5, B as in boy, 0, 3, 4, 0, 5. That might be an O, but I can't tell if that's a zero. It might be a 05.
03:00
Speaker 2
Blue for Call then Lake. All in it. Okay, so blue lake 100 at AOL.com. How many devices can you have? Can you please provide a serial number of your range extender?
03:00
Speaker 1
Sorry, here at this home, it was Xfinity at the other house, but here it's called Watch Communications, some kind of fiber.
04:00
Speaker 2
And who is your internet service provider? "What" communication. I see. Okay, now before we proceed, Sarisa, I would like to set an expectation regarding of the warranty status of your Linksys range extender. Okay, so it indicates in our system that this device is no longer under warranty. And I really apologize that live support is no longer available. However, we have a paid support. So, which means we can still assist you, setting up your range extender, but you need to pay $15 and it's [silence]
04:00
Speaker 1
Okay, forget it. Thank you. Appreciate your time.
05:00
Speaker 2
good for 60 minutes of troubleshooting
05:00