V2 Rubric Detail — f9627f4c-691c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 00:47
Duration
23m 54s
Contact
Eleanor Myfaled
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133530
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (15 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent declined to perform free out-of-warranty troubleshooting despite policy requiring best-effort support, instead pushing a paid service with no attempt at resolution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to troubleshoot or resolve the customer’s router setup issue, offering only a paid service and a guide without executing any diagnostic steps. Despite the device being out of warranty, policy requires best-effort troubleshooting, which was not provided, constituting avoidance. Communication was disorganized, repetitive, and lacked empathy, resulting in high customer effort and no resolution.

V1 Case Analysis

Customer has MX2000 router (warranty expired Dec 2025) needing connection to AT&T modem. Agent explained wired requirement, offered paid support ($15), and promised to email a setup guide. No configuration performed; email address unconfirmed.

Troubleshooting Steps
  • Confirmed product model (MX2000) and serial number (50D10M25C19821)
  • Explained MX2000 is a standalone router requiring wired Ethernet connection to modem
  • Offered paid one-hour phone troubleshooting ($15)
  • Offered to email a network setup guide
Key Observations
  • Agent provided KB-accurate guidance: MX2000 is a standalone router requiring wired Ethernet connection to modem.
  • Paid support was offered before attempting free troubleshooting (e.g., basic wired connection check), contradicting KB guidance.
  • Email address for the setup guide was not confirmed despite multiple attempts, risking undelivered instructions.
  • No actual setup steps were walked through; the issue remained unresolved with no validation of next steps.
  • Communication was cluttered with filler words and lacked a clear recap or confirmation of next steps.
Positive Highlights
  • Accurately identified the product model (MX2000) and serial number from customer input.
  • Correctly stated warranty status and support eligibility (expired, paid support required).
  • Provided a self-help option (setup guide) when paid support was declined, aligning with out-of-warranty policy.
Agent Errors / Gaps
  • Did not guide the customer through basic wired connection steps (e.g., Ethernet cable to WAN port, modem power cycle).
  • Failed to confirm the customer's email address before promising to send the setup guide.
  • Offered paid support before exploring free troubleshooting options, which may have frustrated the customer.
  • Lacked a clear recap and confirmation of next steps at call end; outcome remained ambiguous.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never established connectivity or completed setup; only offered paid support and a guide without resolving the issue.
R2 Not Met Diagnostic thoroughness conf 96%
No structured troubleshooting: agent asked about LED color and node count but skipped essential steps like power cycling, checking connections, or accessing the router interface.
R3 Not Met Correct resolution path conf 97%
Device is out of warranty (expired Dec 2025), but agent failed to provide best-effort troubleshooting; instead immediately pivoted to paid support, violating OOW standard requiring free diagnostic help.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify root cause; questions were superficial (e.g., 'is it purple?') and lacked logical progression to diagnose setup failure.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools: agent did not attempt remote access, guide customer to http://myrouter.local, or suggest a speed/WAN test despite needing to verify connectivity.
T3 Partially Met No misinformation conf 89%
Correctly stated purple LED indicates setup mode and explained parent-child node topology, but inaccurately presented paid support as the only path forward for OOW device, which contradicts policy.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost control: long silences, stammering, failed to frame interaction, and allowed conversation to drift without clear agenda or transitions.
C2 Not Met Confirmed understanding conf 94%
Repeated mishearings (e.g., spelling email with phonetics multiple times), no adaptation to customer’s confusion, and use of unclear terms like 'linksisation'.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by offering paid service and guide instead of working through setup; no commitment to follow up or ensure resolution.
O2 Partially Met Proactive follow-through conf 86%
Agent agreed to send setup guide via email, providing a next step, but did not confirm delivery timeline or verify correct email was captured.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the early stage of interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Minimal empathy: only generic 'I'm sorry' without acknowledging customer’s effort, frustration, or history with previous Linksys devices.
X2 Not Met Tone & rapport conf 94%
Agent did not match customer’s pace; communication remained disjointed, with repeated misunderstandings and no adjustment in tone or clarity.
X3 Not Met Overall experience conf 96%
Customer repeated serial number, names, and email multiple times; agent introduced unnecessary friction with paid-support pitch and spelling verification.
Call Transcript18 turns · 19 lines
Speaker 2
Welcome to Lynxsys 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.dynxsys.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 your service options, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available, depending on the issue. Hi, thank you for calling, sis. My name is Raquel and how may I assist you today? Um, okay, so you have a new internet and you're trying to connect a Linux device to your new internet, is that correct?
00:00
Speaker 1
yes ma'am the okay the the serial number is 5 0 D 1 0 M 2 5 C 1 9 8 2 1 yes ma'am of course give me a second. Yes ma'am MX2 0 0 0 0 . [silence]
15:00
Speaker 2
May have the serial number of the Relink system device that I can add, I can address you properly with that. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. All right. Let me make sure I got it correctly. So that's 50D 4 Delta 10M for Mary 25 C for Charlie 1 9 8 2 1. Is that correct? All right, thank you. Let me check the serial number. And at the bottom of the router, is it showing, is there a model number that says MX 2 0 0 0? Okay. Yeah.
15:00
Speaker 1
[KEEP_UNCERTAIN] umm Hold on, when I have to, give it to him, I gave her all the information. She said is this your first time calling with Lisa? Uh, yes. About this, yes but, but we've been having you all for a while. We had your with our last and that. 502 876 1395 but it may, it may be connected to my grandma's a number, which is 502 807 1049 Vladimir Mayfield 52 at iCloud.com. That's ELE
16:00
Speaker 2
All right, you have the Linksys mesh nodes and is this your first time calling Linksys? Okay. All right. Okay, got it. And may I have your phone number registered here so I can pull up your record. Mhm. Let me check the second phone number just for a moment. It shows no record with the phone number. That's okay. How about email address? Okay, I'm sorry, what's the
16:00
Speaker 1
Hey, Elnor, in the Mayfield, M-A-Y, F-I-E-L-D 52 at ad, iCloud.com. Yes, ma'am. ICloud, iCloud. Yes, ma'am. Her name or mine? Mine? Mine is Tracy Morgan, but her name is Eleanor Mayfield.is it connected to
17:00
Speaker 2
letters E L E A N all right so el an M Mayfield is that correct 52 at gmail.com I at cloud I'm sorry all right I cloud.com and I have your first name and last name to address you properly. How do you spell that? okay all right thank you and wellness system is checking the hardware warranty and support of your Linksys router going back to the actual router right now is it connected already using an Ethernet cable going to your AT&T modem
17:00
Speaker 1
[KEEP_UNCERTAIN] I know. Uh, well, no, the device is not. Purple. Is Purple? I don't know. We don't, we don't, we don't got, we don't, we don't got no, we don't got no need that core going to it. When we first got it from you guys, well, maybe I did it, maybe the guy did it before you left, but we didn't have no Uh, we never had nothing to your core set up to. Now, maybe for the initial set up, maybe he plugged it in for the initial set up and I just don't know. But as far as like everyday usage, we didn't have it in.
18:00
Speaker 2
May I know what's the light the color light on top of the links this right now? It's purple means it's on setup mode. And just to make sure it's a cable coming from the modem from AT&T. with that Ethernet cable, is it going to the internet port of the linksisation or not. not yet connected. I see. [stammering] Let me check. May I know how many links this meshment do you have?
18:00
Speaker 1
Mm wieku. Yes he'll. Oh, well we might that because we didn't we didn't we didn't have uh anything connected when we was using it. Unt. So we might not to know.
19:00
Speaker 2
Okay and you you you'd like to connect it wirelessly to your AT&T modem right? Like not connected using [silence] Okay so here's the thing the configur this MX200 one that you have is actually a router so since you only have one it will be permanently connected what using a cable going to the AT&T modem. If you have more than one nodes the other node will be used or will configure wireless connecting to the first Linksys mesh node. That's how it's going to be set up. [silence] I think it's [silence] Yes you might have uh two nodes before so first node will be connected wired to the modem AT&T.
19:00
Speaker 1
okay. Okay, so we had to look for that, cause we might have two of them, cause we, cause we didn't have, we didn't use it, uh, connected up. So we might have two. And we did have, we did have two Wi-fi names. So that, that probably is what it was. Is is there any way to send the tech is there any way to send technician out here? I do that uh yeah, I yeah I don't know that. [silence]
20:00
Speaker 2
It will broadcast its own Wi-Fi signal. Then your second node will connect wirelessly to the main parent node. Yes. And [silence] Yes. And by the way, just to set your expectation, um, with the troubleshooting on how to set up again your main parent node using your new modem from AT&T. If you wish us to walk you through the troubleshoot. [silence] upon double checking with the warranty of ruling sources router here, it actually ended last December of 2025. It used to have three years hardware warranty. [silence] Okay, do you have two options if you'd like us to here over the phone to walk you through set up.
20:00
Speaker 1
Yes. Is there a way to that I could do it like in person? Like is there a way y'all made house visits? Yeah. Yes. Okay.
21:00
Speaker 2
the router, the main parent node. We do have this paid support amounting to $15.15. It's a one-hour troubleshooting, and if we determine your device is defective and we're unable to resolve your issue, no replacement or refund will be given. Would you like to avail this troubleshooting over the phone for $15? Unfortunately, we don't have onsite technician to do that. We don't have that. We only have phones support and chat support that will work you through how to set up the main parent node. If you don't want to avail with a $15, we do have a network setup guide that I can send to your email. It's a step-by-step instruction that you can follow from Linksys' YouTube channel.
21:00
Speaker 1
There's why you can send me that. Can you send it to my email? She, she don't check a lot. Yes, man. Von Shell 23 at gmail.com. V-O-N-S-H-E-L-L 23 at gmail.com. Okay. S-H-E-L-L. No E. E. Like shell. Shell. S-H-E-L-L 23.
22:00
Speaker 2
And that will be your other option. Aside from the paid support. Yes, I can send that and I'll send it to the email that you have registered here, which is the Eleanor Mayfield 52 at iCloud.com. Okay. I may have your email please, so that I can register it here. Okay, I'm sorry. Uh, let me start V-O-N, that's Victor, Oscar, Nancy. Then what's the next letter again? So H for Hotel, A for Alpha, T for Tom, and then L for Larry, double L. Ah. SH.email.
22:00
Speaker 1
Yes ma'am Okay Yes ma'am Yes ma'am Yes ma'am No ma'am Alright
23:00