V2 Rubric Detail — f84cd484-6135-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-05 23:26
Duration
16m 28s
Contact
Barbara Ritchie
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00132502
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to get online
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall52.0% (-4.0)

V2 Grader Summary

The agent correctly identified the device was out-of-warranty and followed protocol by offering paid support or a self-help article, demonstrating proper ownership and tool use. However, no meaningful troubleshooting was conducted, the customer was not guided through resolution, and was ultimately left to resolve the issue alone — resulting in an unresolved outcome with avoidable customer effort.

V1 Case Analysis

Customer unable to connect router to new ISP (Optimum); red status light. Out‑of‑warranty. Offered paid support or article; customer declined paid support.

Troubleshooting Steps
  • Collected customer name, email, and serial number
  • Performed warranty status lookup
Key Observations
  • Agent never obtained the router model number, a critical piece of information for troubleshooting.
  • Basic troubleshooting (power‑cycle modem, verify WAN cable, login to router) was not performed before offering paid support.
  • The call ended with a generic self‑help offer rather than a concrete resolution.
Positive Highlights
  • Collected serial number and performed warranty lookup
  • Provided the customer with a self‑help article option
Agent Errors / Gaps
  • Missing router model number collection
  • Skipped standard troubleshooting flow
  • Prematurely offered paid support without attempting basic fixes

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered paid support or a self-help article, but the customer declined and said they would figure it out on their own — no resolution or meaningful outcome was achieved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked minimal troubleshooting questions (e.g., whether customer plugged in the new ISP) but did not perform any structured steps like rebooting, checking cable connections, testing at the modem, or accessing the admin interface.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device was out-of-warranty and offered appropriate options: paid support or a self-help article — aligning with the OOW standard of providing best-effort paths without dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the red LED symptom and asked about the ISP, but failed to follow a logical diagnostic sequence or isolate root cause (e.g., no questions about PPPoE, WAN settings, or firmware).
T2 Met Appropriate tools / resources used conf 90%
Agent used internal systems to verify warranty status — the correct tool for determining support eligibility in an OOW context.
T3 Met No misinformation conf 95%
Agent accurately stated that the Wi-Fi password remains unchanged when switching ISPs and correctly quoted the $15 fee for paid support.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent created a ticket and collected information, but the call had long silences, unclear transitions, and lacked framing or summary — though they maintained basic control without being derailed.
C2 Partially Met Confirmed understanding conf 75%
Agent used polite language and simple terms, but made confusing statements (e.g., 'I know what's the status light') and did not confirm understanding or adjust for customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end: collected info, checked warranty, offered solutions, and did not transfer — fulfilling ownership despite limited technical progress.
O2 Partially Met Proactive follow-through conf 85%
Agent said they would email an article and told the customer to check their email, but provided no specific timeline (e.g., 'within 10 minutes') or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available — confirmed first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was OOW and not a hardware fault requiring RMA or technical escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent thanked the customer for waiting and used courteous language, but did not acknowledge the customer's frustration, repeated issues, or emotional state explicitly.
X2 Partially Met Tone & rapport conf 75%
Agent maintained a consistent tone but did not adapt to the customer’s fragmented speech or confusion; no comprehension checks were made during key explanations.
X3 Not Met Overall experience conf 90%
Customer was left to self-diagnose and reconfigure without step-by-step guidance; agent increased effort by offering only a generic article after minimal troubleshooting.
Call Transcript19 turns · 22 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's serial number ready. For assistance, press 1 now. For out of warranty products, paid support maybe available depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical [silence]
00:00
Speaker 1
As of one week, Let me get me someone last best percent team I'm not moderate for your couldn't because i i i have a plan Now a constant [silence] Hi there. I have the one [silence] question. I have [silence] [for alternative audio channel] ... large one, and then two other smaller ones. I just got new internet. How do I change it? [for alternative audio channel] ... some [silence] economy, ... [silence]
02:00
Speaker 2
Thank you for calling links is technical support. My name is Paul. How may I help you today? Ah, okay.
04:00
Speaker 1
because they were down in their what's happened. Okay, I'm sorry. Yeah, I unplugged it. I unplugged it and plugged it back in. And the only thing I can think of, I can't get the new internet password to do it. Or does it just stay with the one that came with the product? Okay. The, the color of the light is red. I plugged it.
05:00
Speaker 2
So for that one, ma'am, you need to yeah, if you plug in the router and if that doesn't work then yeah, you might need to reset and reconfigure the router. So, have you tried ma'am, like to plug in the new ISP? Or the regular router and see if that works. Or have you tried to plug in the router? Yeah, I mean, have you tried to plug in the ISP? Oh Yeah, if you just connect it to the new ISP, yeah, it it should retain the same Wi-Fi password. By the way, ma'am, I know what's the status light on the Link Router right now. What is the color of the status light on the at the top? [silence]
05:00
Speaker 1
my son my son into the new router the new internet and the only thing I can think of is is it won't get G so because it has the fast for the new uh internet I'm sorry I'm very Oh Optimin it's got an in and out and then one that you screw in and then one underneath that I put it and then in.
06:00
Speaker 2
Mhm. [silence] Oh, I see. By the way, ma'am, I know who's y-your new ISP. Yig-oh, yes, I meant the company, the company name of your new ISP. Mhm. Mhm. Okay. And the device that they provided to you, ma'am, that modem, how many ports does it have? The modem provided to you by Optimum. So, you mean it has two ethernet ports.
06:00
Speaker 1
Two. Two. One in and one out. Then the one with the cable that line is set in and then there's one underneath it. Mhm. Yeah. 2.0J. 2.O.J. 2.05.O.A. is an Albert. eight six four three eight seven. No, that's my uh Linsey. You need modem? Oh, okay. [silence]
07:00
Speaker 2
In and out. By the way, Madam, about this. Can I have the model number of your? Yeah, pinn?( That too okay.) Go ahead. Uh. Hold on. Let me just double check. So, this is on your modem, right? Yeah, this is the modem. Oh, I'm asking? Yeah, the modem, the model number of your modem. So at least I can have one idea on how your modem looks like. Oh, it's C. B, D. K 4. 6. Oh, okay. Very good. Thank you. Thank you. Yes, actually, madam, I'll just look it up. It's parallel with the down. Please tell me your address, Madam.
07:00
Speaker 1
I started working overnight while I was in there and I can call Brandon Brady saying that people are in the house banging on her door.
08:00
Speaker 2
Yeah, looks like. I'm not that. Yeah, the model number. Usually, it starts with ES or EN, something like that, man. Or EX. Okay. Yeah, me too.
08:00
Speaker 1
The new subject... Sure. Barbara Richy. Barbara Richy. R-I-C-H-I-E at gmail.com. Uh, okay. Make it I want to make sure R-I-C-H-I-E.
09:00
Speaker 2
for this one, um, yeah, we might need to reset and reconfigure the router. Okay, so before we proceed, mom, let me create a ticket for you, okay? Okay. Can I have your first name and your last name? Oh, what's that again, ma'am? Oka, so that's Barbara Ritchie, okay? And how about your email address? Okay, so that's one, JB, R-I-T-C-H-I-E, @gmail.com, right? Okay.
09:00
Speaker 1
yes, right. I can't find it on there. Now, you're talking about your product or the other product? I'm sorry, what? Okay, I got the serial number for that. two OJ 2060 A as in Albert, 864387.
10:00
Speaker 2
Yes. Your last name? Richie. Yeah, Richie. And can we have the model number of your Linksys router? Yeah, you can check it on the bottom of the unit, underneath the device itself. Yup. Yes. Yeah, the Linksys, the Linksys router. The Linksys, the Linksys device. Yeah. And can I have the serial number? Mm-hmm. Okay, so that's 220J-2060A864387, correct? Okay, so, thank you very much for this information, ma'am, and may I please just hold on, just give me two to five minutes, I'll just have to verify the warranty status of your device and I'll be right back, okay? I'm gonna just stand by then. [silence]
10:00
Speaker 1
different.
14:00
Speaker 2
Hello, ma'am. OK, thank you very much for patiently waiting and I will just let. OK, ma'am. So, upon checking our system, it appears that your device is already outside of the warranty period. So, unfortunately, ma'am, we don't support devices that's already outside of the warranty period. However, we have support options for you. OK? So, the first option, ma'am, is the paid support option or the paid connect option. For $15, we can assist you with your technical concern for 1 hour and also that's non-refundable. And if the device is proven defective, ma'am, then we would not be able to process a replacement for your device and second option is we can provide you an article for you to follow on how to reconfigure the device so it will work with your new modem. Yes. Yeah, which one you prefer? Yeah. Do you want to avail the the paid or the paid support option or just the article? Okay, so I will send this article to you ma'am via email, okay? So this article will guide you step-by-step on how to reconfigure the device.
14:00
Speaker 1
How much is that going to cost? How much is that going to cost? Okay. Okay, I'll try to figure this out on my own. Thank you very much. Have a nice day. Okay, thank you.
16:00
Speaker 2
it will work with your modem okay so I will send this to you ma'am by yeah by your email. oh I'm sorry I'm sorry yeah so that cost you uh fifteen dolla okay so I will yes I will send you the article, ma'am. just check your email okay from time to time for the article. you're welcome
16:00