V2 Rubric Detail — f997c468-6a89-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-17 20:20
Duration
7m 5s
Contact
Darya Schinder
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133811
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_MX5500
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided performing actual troubleshooting by immediately offering paid support or a generic email guide without diagnosing the Wi-Fi issue.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any substantive troubleshooting, miscommunicated key details like the customer's email, and defaulted to a paid option or self-help email without diagnosing the root cause. The interaction lacked direction, empathy, and technical engagement, leaving the issue unresolved.

V1 Case Analysis

Customer unable to connect Wi-Fi. Agent gathered serial, name, email and offered to email a self-help guide; no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not perform any diagnostic steps for the Wi-Fi connectivity problem (e.g., no router model verification, no LED status check, no WAN/DHCP validation).
  • Warranty status was never confirmed; paid support was offered without assessing eligibility or attempting basic diagnostics.
  • Communication was fragmented, with minimal empathy and unclear statements; no structured troubleshooting path was provided.
Positive Highlights
  • Collected the customer's serial number, name, and email for follow-up purposes.
  • Offered a free self-help option (email guide) as an alternative to paid support, respecting customer choice.
Agent Errors / Gaps
  • Failed to identify or verify the router/model and relevant settings before offering paid support.
  • Did not ask about or test WAN/Internet connection, DHCP status, or router LED indicators.
  • Provided no concrete, KB-aligned troubleshooting steps (e.g., accessing 192.168.1.1/myrouter.local, checking SSID visibility, or isolating band-specific issues).
  • Mis-recorded the customer's email address during the call without confirmation.
  • Offered paid support as a first resort without attempting basic diagnostics or verifying support eligibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only offered a paid support option or an email with self-help steps without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted — only asked if reset button was pressed, with no verification of router status, signal strength, or device logs.
R3 Not Met Correct resolution path conf 96%
Agent defaulted to offering paid support or an email guide without first determining warranty status or attempting proper diagnostics, violating best-effort OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify specific symptoms (e.g., which device, connection vs. internet), asked no targeted questions, and did not determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote access, admin UI check, logs) were used despite the need to verify router LED state, DHCP leases, or WAN connection.
T3 Not Met No misinformation conf 96%
Agent misstated customer's email (svrnider2016@gmail.com instead of scheinder2016@gmail.com), indicating inaccuracy; provided no technical guidance.
Communication
C1 Not Met Clear & professional language conf 95%
Opening was garbled and confusing; no clear expectations set; agent lost control of call flow and allowed drift.
C2 Not Met Confirmed understanding conf 96%
Agent used unclear language, misheard name and email, and failed to confirm understanding or adapt to customer’s communication level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent stayed on the call and created a case record but avoided active troubleshooting, transferring responsibility to customer via email.
O2 Met Proactive follow-through conf 94%
Agent clearly stated the customer would receive an email within three minutes after the call, setting a specific timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted based on the limited interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy; responses were transactional and failed to acknowledge customer frustration or effort.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt tone or pace; continued with scripted, confusing dialogue despite customer confusion.
X3 Not Met Overall experience conf 97%
Customer had to repeat name and email multiple times; agent introduced unnecessary effort by mishearing and not confirming.
Call Transcript14 turns · 14 lines
Speaker 1
Hi, yes, I'm having an issue, I'm connecting to my wi-fi. It's not connecting for some reason. I rebooted it and it's still having an issue. [silence]
00:00
Speaker 2
Welcome to links.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.links.support. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, 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 lync's Technical support. Hello ma'am. I may ask ma'am, did you [noise] you [noise] having trouble signing in? Put that down [noise] he's doing what [noise] eh-he? Hey, as you can see it's lucky today, apple anniversary. Is it working now? No? She was asking for a better time. Did you say you put [silence]
00:00
Speaker 1
No, I did not. I'm linking. Oh, internet spectrum. Yes, correct. No I did not. Uh-huh. Oh, the signal has been very weak. I've restarted it many times and it's still not reconnecting. Yes, I did.
01:00
Speaker 2
Um. Uh huh. okay spectrum now just to confirm ma'am your link to the devices are not connecting to your uh internet is that correct? okay prior to calling us here did you experience network outages or power outages so far? okay so suddenly the links guy stops working. no no. Did you happen to press the reset button of the device or not? Okay, so
01:00
Speaker 1
Oh, okay. I didn't know that. Okay. So can I do that now? Serial number is 54 U like umbrella, one zero M like mouse, two five C like cat, 14483. Uh devices? I just have TV. Oh, one, one. [silence]
02:00
Speaker 2
By clicking the reset button of the device,
02:00
Speaker 1
Just one. Yes. Sure. My first name is Daria. D-A-R-I-A. Last name is Shinder. D-A-A-R-I-A is the first name. And S-C-H-I-N-D-E-R. B-D
03:00
Speaker 2
So let me just try to check your device here. Uh ma'am, is this the first time you call linksys? All right. Let me create first a record for you before we proceed and troubleshoot your device. May I know your first name and last name please? Sorry, that's D A R I O Y. And last name please? Got it. How about email address? [silence]
03:00
Speaker 1
no. S-C-H-E-I-N-D-E-R-2-0-1-6 at gmail.com. Sure, thank you.
04:00
Speaker 2
All right, thank you so much. Um, ma'am, can you give me just two minutes? Let me just fill in everything first in the system before I proceed. Thank you.
04:00
Speaker 1
I guess I'll try the free one. And if I have a problem, I will call back. So, I sh-, I should
05:00
Speaker 2
. And that's $15. If by chance you don't want to pay $15, it's okay. We still have a free option for you, wherein I can only send you an email containing the troubleshooting steps that you need to do on your own, so that you can connect back your nodes to your internet. That's for free, but which one do you prefer? Hmm. Okay, all right. Not a problem.
05:00
Speaker 1
I just have a question. I should have not pressed the reset button, correct? Oh, I didn't know. Okay. Then, alright. [silence] It's R-D-E-R. Yeah, S-E-A, yes. Okay. Okay, thank you.
06:00
Speaker 2
yeah, uh, yes, ma'am alright, so not a problem, ma'am, let me just confirm again your email address so you'll be able to receive the troubleshooting guide. So that would be D for Daria, and then svrnider2016@gmail.com. Is that correct? Uh that's S-CH-N-R. Okay. Alright, so ma'm give me three minutes after our call ends. You can just refresh your email and then you'll be able to receive it. So you can troubleshoot, okay? alright. Thank you so much, ma'am. And you have a nice day ahead, okay?
06:00