V2 Rubric Detail — f78cb90a-6384-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 21:56
Duration
25m 51s
Contact
Kyle Casella
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132695
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: child node disconnected

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership2.86/5
EscalationN/A
Customer Exp1.79/5
Overall26.0% (-6.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly denied free support due to out-of-warranty status, and offered only paid service or an email—leaving the node disconnection issue unresolved. Despite maintaining ownership and using plain language, the agent violated OOW best-effort policy, ignored prior case history, and created unnecessary customer effort. The outcome is correctly classified as Unresolved.

V1 Case Analysis

Customer reports MX4200 child node disconnects every 1-2 months (solid red → purple). Product out of warranty. Agent offered $15 paid support, declined. No troubleshooting performed. Incorrect URL (support.blinxz.com) provided. Promised email with steps not confirmed sent.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided an incorrect and unauthorized support URL: 'support.blinxz.com' [24:00]. This domain is not affiliated with Linksys and contradicts KB guidance.
  • Agent incorrectly stated that no free technical support is available for out-of-warranty products [16:00-17:00], violating Linksys policy. Basic troubleshooting and self-help guidance should still be offered per KB.
  • No on-call troubleshooting was performed despite the customer describing a recurring hardware-like symptom (solid red → purple LED). Safe, model-agnostic steps (e.g., placement check, reset validation, LED interpretation) could have been shared per KB guidance.
  • Agent failed to create or reference a HappyFox case despite collecting customer and product details, violating case management protocol.
  • Agent inaccurately captured customer name (recorded as 'Cuzzella') and only partial phone number (last four digits: 3455), reducing support traceability.
  • Agent directed customer to an external AI bot on a non-Linksys domain as a primary support path, which is not compliant with Linksys support channel standards.
Positive Highlights
  • Confirmed product model (MX4200) and serial number (38U10M37B16810H) from customer input [10:00-11:00].
  • Identified that only one child node is affected and that the parent and other child node are functioning normally [14:00-15:00].
  • Acknowledged customer frustration and history with the issue [18:00-23:00].
  • Provided a clear price for paid support ($15) when requested [17:00].
  • Offered to send troubleshooting steps via email, which could serve as a self-help path if delivered accurately and aligned with KB guidance.
Agent Errors / Gaps
  • Provided an incorrect and unauthorized support URL (support.blinxz.com) [24:00], which is a serious accuracy and security violation. This contradicts KB guidance that directs customers to support.linksys.com or the official chatbot.
  • Misrepresented Linksys support policy by stating no free support is available for out-of-warranty products [16:00-17:00]. KB guidance explicitly allows basic troubleshooting and self-help paths for out-of-warranty customers.
  • Failed to perform any on-call troubleshooting for a recurring hardware fault. KB-backed steps such as LED interpretation (solid red → purple indicates a potential hardware or backhaul issue), placement check, and reset validation could have been safely shared without warranty dependency.
  • Did not create or reference a HappyFox case despite collecting customer and product details, violating case management protocol.
  • Failed to accurately capture customer name and full contact details, reducing support traceability and follow-up capability.
  • Directed customer to an external, non-Linksys AI bot as a primary support path, which is not an approved support channel and introduces brand safety and compliance risks.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only paid support or an email with steps, did not resolve the node disconnection issue.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting steps were performed—agent skipped diagnostics and jumped to paid support.
R3 Not Met Correct resolution path conf 96%
Agent refused free assistance due to OOW status instead of providing best-effort troubleshooting as required.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only for LED status and warranty—no diagnostic questions about placement, interference, or history.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (admin UI, speed test, logs) were used despite being necessary to diagnose node behavior.
T3 Not Met No misinformation conf 97%
Agent incorrectly claimed no free support for OOW devices, contradicting policy which mandates best-effort help.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent collected info and moved the call forward but failed to set expectations or control the narrative.
C2 Met Confirmed understanding conf 91%
Agent used accessible language, repeated details, and avoided technical jargon appropriately.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent created a case, did not transfer, and committed to sending an email—ownership was maintained.
O2 Partially Met Proactive follow-through conf 87%
Agent promised an email but gave no specific timeline or guarantee of delivery.
O3 Not Met Closure confirmation conf 92%
Customer mentioned prior calls; agent did not check or reference any case history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent briefly acknowledged frustration but then denied help, showing limited empathy.
X2 Partially Met Tone & rapport conf 86%
Agent maintained tone but did not adapt to customer’s emotional state or repeated failures.
X3 Not Met Overall experience conf 95%
Agent forced customer into paid support and performed no troubleshooting, increasing effort.
Call Transcript34 turns · 35 lines
Speaker 1
Welcome to Big Fun Hmm, I'm gonna get her matching one. My device serial number is ready. It is ready. Are you ready, though? You're not ready. Hey, y'all. [silence]
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.link-sys.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid 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.
00:00
Speaker 1
Yeah. A, B, C. Yeah. I gotta cook. I'm a hold. Nice though, right? Another ad. Oh yeah. Yes, hi, I'm calling because I'm having an issue with one of my, um, mesh nodes. It keeps disconnecting.
09:00
Speaker 2
Thank you for calling Linksys. This is Isis. How can I help you? [silence]
09:00
Speaker 1
Uh, yes, yeah. The serial number is Treee-eight U as in umbrella. One. Oh, as in office. M as in Mary. treee7B as in boy. one6810H as in hotel.
10:00
Speaker 2
she's sorry to hear about that. third may I have the serial number of your node? all right. Let me verify again. The serial number of your linksys node is 38. you 10. M. three 7. B. one 6810. that correct?
10:00
Speaker 1
Yes, three, yes, Kyle. Yes, Casella, C-A-S-E-L-L-A.
11:00
Speaker 2
Node you have is model MX 4200. Uh how many nodes do you have? Three uh one parent node and two child nodes. Okay. I'll create first a record for you sir may I have your name? Kyle. K-Y-L-E. Kyle and your last name? Can you spell it again?
11:00
Speaker 1
Jason, yes, yeah. No, Casella, C is in cat, A is in apple, S is in Sam, E is in elephant, L is in lady, E is in lady, A is in apple. Casella, yes. Yep, it's oh Casella at gmail dot com.
12:00
Speaker 2
Buffey. Your last name is. Cuzzella. All right, thank you. Um, calm, I know your email address. So it's your first name. Dot your last name.
12:00
Speaker 1
Yes.
13:00
Speaker 2
That came? All right. And who is your internet service provider, Kyle? You mentioned that your child node is getting disconnected, so only one? That got disconnected this time.
13:00
Speaker 1
Third tower, the second child node is not connected hardwired. It is just set up as the mesh system. And that is the one that I'd say probably every one to two months will randomly just stop working. And I have to go through the process to reset it and then disconnect it from the system and then reset it up again. Correct. I did not know. Right now, so when I was on hold, I started the process of of
14:00
Speaker 2
Okay, the wireless node is the one that keeps disconnecting in there. Did you call spectrum about this? What's the light status now of your child node? It's solid red.
14:00
Speaker 1
getting it off the network completely. So it's purple right now. So I could I could set it back up to be connected and add the node. I removed it from my network. So it's purple now, ready to be added back on. Yeah. Correct. Yeah, no no issue with with them. Everything else is working fine. Yep. Yes. Yes. Right.
15:00
Speaker 2
I see. So you have reset the child node. Okay. And there's no issue with spectrum? Or your internet provider? No. All right. Because your parent node, that is hardwired to your spectrum modem is getting a good connection. And your child node that is wired to your parent node also gets a good connection. So no issues with them. Only that child node. One probable cause of it could be the firmware of your child node. But before we proceed on that,
15:00
Speaker 1
okay do you know when the warranty expired on us oh okay
16:00
Speaker 2
And do some more troubleshooting steps with your child note. I'd like to update you first Kyle about your Linksys product warranty status. Because upon checking in our system, our records indicate that your Linksys product model MX4200 is already out of warranty. Because this product was expired last 2024. So it's already out of warranty, so I could not provide you for free technical support, but we do have the paid support. If you apply for the paid connect service, I can walk you through on how to add a child note.
16:00
Speaker 1
So, I- I know how to add the child node. The problem is the child note doesn't- Works. How much is the paid support? Yeah, I so- Yeah, I if it- but if it's a firmware, oh, go ahead. Go ahead. Mhm. [silence] [silence]
17:00
Speaker 2
The paid support will cost you 15 US dollars. Uh yes, there are other reasons why your child has been disconnecting. One possible reason is your firmware of the child could be outdated. But if you want me to go through the other causes, you will have to apply for the paid support. But the paid support will only be for this session, one-time non-refundable technical support. And we...
17:00
Speaker 1
Mm-hmm. Yeah, it's, it's, yeah, I've already added it. Yeah, I can add it back to the network. I don't need help with that. Um, I just need to know why it's not working, right? It just keeps, and this has happened. So, like, I understand my warranty has expired today, but I, I bought this, right? And and if you go, I don't know if there's records of my calls, but I've called on this issue several times before 2024 with the same issue on this node. Yes. Every time. [silence]
18:00
Speaker 2
cannot guarantee that we'll be able to solve the issue of your child old uh that keeps disconnecting we may be able to add it again too your parent old but it may uh continue its issue with disconnection because we don't know yet what's the reason why Okay Did you use the same number when you called because there's no So the last digits of your number
18:00
Speaker 1
yes 3 4 5 5 yes uh huh okay okay yeah I Yeah. So even the. Mhm. Yeah. Mhm. Okay.
19:00
Speaker 2
The probable cause is could be the firmware of your partner, but it could be other possible reasons. Maybe the placement of your child node because sometimes the placement of your nodes could interfere with its connection to your parent node. And there are other reasons, but as I've said, if we go through these steps, we need to apply for the paid support, because your product is already out of warranty. If you don't want to apply for If you don't want to apply for the paid support, what I can provide to you is an email support. So I don't I don't have to voice over you through the troubleshooting steps on why your child nodes keep disconnecting, but I will send to you the troubleshooting steps guidelines, which is free.
20:00
Speaker 1
Okay. And will that include updating the firmware, too?
21:00
Speaker 2
It will state there how to, uh, update your firmware if, uh, that is your issue if the firmware but I don't think, uh, it could be a firmware issue because your code node is by default there's an automatic update on that, the MX4200. Uh, it's built in with the mesh system that they have, and, uh, the automatic update is enabled. So, if there's an update, uh,
21:00
Speaker 1
you're under warranty is I'm trying to figure out how that makes sense. Mm-hmm. Yeah. Okay. Yeah, if you could send me that email. I would I would appreciate it. I just like like I said, like I and I if you could if you could just please like I mean this Node has never Like I've had issues with it since day one.
22:00
Speaker 2
When you were under warranty, I presume the technitchi [silence] before have already assisted you and that is what, uh, fee technical support means. They would assist you to, uh, configure, uh, oh, uh, what's the reason why your chilenodes, uh, give disconnecting, uh, [silence] But, uh, as of this time, since your product is already out of warranty, uh, I could not assist you with the, uh, troubleshooting steps. Uh, only, uh, uh, available, uh, solution is for me to send an email to you with, uh, troubleshooting steps, uh, and you will do the troubleshooting steps itself. Uh, yes. So, I'll be sending you those, [silence] [silence]
22:00
Speaker 1
So, if I would've known that I could've just gotten a new one under warranty, I would've done that. But it- but, like, this one has never- it always had an issue since I bought it. And I've called several times on this and now, all of a sudden, there's no records of me calling whatsoever. So, but, if you could please send me the email, the email directions so I can at least do that. Yeah. I'm- I'm- Yeah, I didn't- I didn't- I didn't know that. Yeah, so, that's not what I was informed. I was informed to fix it, it would work for a while, and then I'd call back, 'cause it wouldn't work, but that- that's okay. I mean, there's nothing that can be done about it now, so I just- I have a broken node that I can't do anything with.
23:00
Speaker 2
[silence] yes. [silence] work. So it could be? Mhm. [silence] it could be on the previous uh system database that we have. But if you have called before on uh reiterate this uh issue of your child node, when your child node is still in warranty, you could have uh asked for a replacement for the child node or in a way uh return it to. Mhm. Okay. All right. Yes.
23:00
Speaker 1
[silence] [silence] [silence] Okay. All right. Thank you. That's it.
24:00
Speaker 2
Yes. Yes. Or it could be a hardware issue of that node if it keeps recurring recurring. So I'll just send you the guidelines on how to troubleshoot the issue with your child nodes that keeps disconnecting and if there's any other concern with regards to the node, you could always go to our site support.blinxz.com because we have an AI agent or support bot on that site. And you can ask any concern you have there. It will provide you some guidance and assistance too. And that's for free. Okay? All right. All right. No other concern, just the children that keeps disconnecting? All right. Thank you for calling, linkers. Kyle, Just check your email for the troubleshooting subscale I'll be sending to you. It may take a while
24:00
Speaker 1
okay thank you okay okay okay bye
25:00
Speaker 2
because I'm still creating a document for your case. And because of the difference in time zone, it might be delayed, buzz. Check your email from time to time. If you don't still get it, you can access our support site because the trobleshooting step-skilling will be there if you ask our AI agent, links is AI agent, okay? All right, you're welcome. Thank you again. Okay. Take care. Have a great day. Goodbye.
25:00