V2 Rubric Detail — f8f25866-6534-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 01:29
Duration
6m 26s
Contact
Nick Boorman
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp4.29/5
Overall61.3% (+3.3)

V2 Grader Summary

The agent accurately assessed warranty status and offered the correct paid-support path, but failed to conduct essential troubleshooting such as verifying internet at the modem. No resolution was achieved, and the customer declined further assistance, resulting in an unresolved case despite technically accurate information.

V1 Case Analysis

Customer reports all Linksys mesh nodes solid red (no internet). Agent advised power-cycle and direct modem test, confirmed expired warranty, offered $15 paid support. Customer declined and plans to replace nodes. No resolution achieved.

Troubleshooting Steps
  • Advised power‑cycle of the parent node and modem
  • Suggested connecting a computer directly to the modem to verify internet connectivity
  • Offered paid support after confirming warranty had expired
Key Observations
  • Agent correctly interpreted solid red LED as no WAN connectivity (transcript [02:00]).
  • Agent initiated troubleshooting with power cycle and direct modem test suggestion (transcript [02:00]-[03:00]), which are valid first steps.
  • Agent offered paid support before completing basic isolation (e.g., did not confirm modem status or test with another node as later suggested).
  • Warranty expiration date of January 2025 is implausible given current year, suggesting possible error or ASR artifact.
  • No model number was collected, limiting ability to confirm product-specific behavior.
  • After customer declined paid support, agent provided no self-help resources or next steps.
Positive Highlights
  • Correctly interpreted solid red LED on all nodes as indicating no internet from the modem (transcript [02:00]).
  • Provided accurate initial troubleshooting steps: power-cycle and direct modem test to isolate ISP service (transcript [02:00]-[03:00]).
  • Confirmed serial number (ending 13398) and attempted to verify customer identity and contact details.
  • Suggested a valid advanced isolation step: testing another node as parent (transcript [05:00]), though it was tied to paid support.
Agent Errors / Gaps
  • Did not collect or confirm the product model number, which is relevant for mesh troubleshooting.
  • Prematurely offered paid support before completing basic WAN isolation (e.g., did not confirm modem functionality or perform node swap as proposed).
  • Failed to provide any self-help path (e.g., KB article, email summary, online chatbot) after customer declined paid support.
  • Provided an implausible warranty expiration date (January 2025), which may confuse customer or indicate data error.
  • Did not create or cite a HappyFox case, missing standard case management protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome; customer declined paid support and decided to replace the nodes.
R2 Not Met Diagnostic thoroughness conf 97%
Agent mentioned testing the modem but did not guide the customer through the steps, verify results, or perform any actual troubleshooting beyond asking if a reset was pressed.
R3 Met Correct resolution path conf 99%
Agent correctly identified out-of-warranty status and offered the documented paid-support path, aligning with policy for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent identified solid red LED and asked about computer availability, but failed to conduct a logical diagnostic sequence (e.g., power cycle, cable check, direct modem test).
T2 Not Met Appropriate tools / resources used conf 96%
Agent skipped a clearly required diagnostic step — verifying internet at the modem via direct wired connection — which is foundational per KB and necessary before concluding router fault.
T3 Met No misinformation conf 98%
All provided information (LED meaning, warranty expiration, paid-support offer) was factually accurate and consistent with KB.
Communication
C1 Met Clear & professional language conf 97%
Agent opened professionally, placed customer on hold with ETA, maintained control, and presented options clearly.
C2 Met Confirmed understanding conf 96%
Agent used plain language, confirmed understanding of customer details, and adapted to customer’s communication level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and attempted to provide a resolution path without evasion.
O2 Partially Met Proactive follow-through conf 93%
Agent offered paid support but did not establish clear next steps or follow-up after customer declined; closure was abrupt.
O3 Met Closure confirmation conf 97%
Agent referenced serial number, warranty status, and customer identity without re-asking documented information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given OOW status and the availability of paid support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expressed empathy (“I’m sorry to hear that”), remained courteous, and closed politely despite customer disengagement.
X2 Met Tone & rapport conf 96%
Agent matched customer’s pace, asked relevant questions, and maintained engagement until customer chose to discontinue.
X3 Partially Met Overall experience conf 92%
Agent avoided repetition but introduced friction by immediately pivoting to paid support instead of offering free basic troubleshooting steps.
Call Transcript10 turns · 11 lines
Speaker 1
[silence] Hi, I was wondering if I could have help. My linksys nodes connecting. They're all red, and I can't figure out how to connect them.
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.linksys.com. Please have your device serial number ready. For assistance press one now. For out-of-warranty product, please have your device 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 thanks for calling sens. My name is Raquel. How may I assist you today? Okay. I'm sorry to hear that. Um, let me check the main.
00:00
Speaker 1
Yes.
01:00
Speaker 2
parent node that's connected to your modem it's also showing a red light red? okay got it. and just to clarify it's solid red not blinking red? is that correct? alright thank you. and is this your first time calling Linksys? okay let me have your phone number today i can pull up your record here. let me pull up your record here. alright so it shows here it's under name of uh Nick Burman and i'm speaking to Nick right? alright thank you. and your email that's your initial of your name and Burman your last name 15 at gmail.com.
01:00
Speaker 1
Yes. Yes, that's correct. A couple years I think. I'm not sure. Yes. Yep. I did both. Spectrum says there's no outages. And then I turned off and unplugged the.
02:00
Speaker 2
All right. And let me verify the serial number found at the bottom of your main parent node. Is it ending with five numbers: 13398? All right, thank you. And how long you've been using your Linksys node? All right, thank you. Okay. And do you have a computer that can connect using an Ethernet cable, cuz red means solid it's unable to receive active Internet from your modem and your Internet service provider is Spectrum, right? Have you tried turning off and on the main parent node and the modem prior calling?
02:00
Speaker 1
The parent node and it just turned back on solid red. No, I did not. I, I don't, I don't have that. Okay, thank you.
03:00
Speaker 2
I see. And after it lost connection, did you happen to press the reset at the bottom of your main parent node or did not? And for this one, since your parent node is still configured, how about this? We'll make check first your modem. Uh, do you have a computer that can't connect the wire? We'll make sure it's um providing to the net to a different device apart from your linksys node. So we're going to bypass the linksys main parent node and connect a computer directly to the modem. I see. Let me further check here what could be the other work around that we can try. Let me hold the line for about 1 to 2 minutes, Nick and I'll be back to you, okay? All right. You're most welcome. All right. Or thank you for patiently waiting on the line. Hello, Nick. All right. So, do you know how many total nodes do you have? Just what we what will be the plan is we can try other nodes setup for the meantime as a main parent node to isolate if it's something to do with the current parent note that you have. And also going back to the warranty status of your Linksys nodes, Nick. Just to set your expectations. It shows here that the warranty has expired on last January of 2025. So for our out of warranty devices, if you wish us to walk you through over the phone, trying the other nodes as your main parent node to troubleshoot it, we have this paid support amounting to $15. It's a one time troubleshooting for one hour. If we are unable to resolve your issue, you can always reach out to us for another paid troubleshooting session.
03:00
Speaker 1
Uh, I think I'm going to actually just, uh, get different ones. I, I think I should upgrade them because this problem is happening so often. Um, thank you for your time. Have a, have a great day.
06:00
Speaker 2
issue and if we determine your device is effective, no refund or replacement will be given. Would you like to avail of the $15 troubleshooting offer via the phone? No worries and thank you for calling, see you.
06:00