V2 Rubric Detail — fd4bfb96-6e77-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 20:21
Duration
11m 51s
Contact
Garry Boone
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134340
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5300 Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). 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

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall50.4% (-5.6)

V2 Grader Summary

The agent correctly identified the device was out-of-warranty and offered self-help resources, but failed to perform any technical troubleshooting despite a diagnosable scenario. No diagnostic steps were taken, leaving the issue unresolved. While communication and ownership were adequate, the lack of technical engagement results in an Unresolved outcome.

V1 Case Analysis

Customer has no internet after storm; router shows red light. Out-of-warranty device. Agent offered paid support or emailed troubleshooting videos; customer opted for email.

Troubleshooting Steps
  • Customer reset router (factory reset) – observed purple light
  • Agent asked about ISP, number of routers, and confirmed wires were connected
Key Observations
  • Agent did not perform basic WAN diagnostics (power-cycle modem, test connection directly at modem).
  • No empathy or acknowledgment of the customer's frustration about the storm and red light.
  • Model number was never collected, limiting future support specificity.
  • Agent failed to guide customer through checking WAN status or accessing local web interface, which are standard first steps per KB.
Positive Highlights
  • Collected serial number, customer name, ISP, and email address accurately.
  • Provided correct support URL (support.linksys.com) and offered multiple support options.
  • Sent a follow-up email with detailed video guides as requested.
Agent Errors / Gaps
  • Skipped essential troubleshooting steps (modem test, power-cycle, WAN status verification).
  • Failed to acknowledge the customer's frustration or apologize for the inconvenience.
  • Did not ask for or record the router model number.
  • Did not instruct customer to access local web interface (http://192.168.1.1 or http://myrouter.local) to check WAN/Internet status per universal_isp_modem_diagnostics.md.
  • Did not verify if auto-update was enabled or suggest firmware check, despite red light possibly indicating failed update (per universal_firmware_update.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any technical outcome; only sent an email guide while the router remained offline.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps like power-cycling, checking WAN status, or testing cables were performed despite the customer describing a clear failure mode.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified the device was out-of-warranty and offered available options (AI tool, paid support, email), but failed to provide even basic best-effort troubleshooting before resorting to self-help.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked for serial number and ISP but did not perform logical diagnostics such as checking modem sync, WAN LED, or performing a power cycle — all standard first steps per KB.
T2 Not Met Appropriate tools / resources used conf 96%
No diagnostic tools were used — agent did not guide customer to check router interface, run speed test, or verify connection status, despite these being necessary and feasible.
T3 Met No misinformation conf 99%
Agent accurately stated that free phone support ends when warranty expires and correctly provided support.linksys.com as the resource.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent maintained basic call flow and collected information, but did not set expectations about process or explain why no troubleshooting would be done due to OOW status.
C2 Met Confirmed understanding conf 97%
Agent used simple language, confirmed email address clearly, and avoided technical jargon, matching the customer’s communication level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent stayed on the line, took responsibility for sending the email, and did not transfer or abandon the case.
O2 Met Proactive follow-through conf 97%
Agent clearly stated they would send an email and asked the customer to stay on the line to confirm receipt, establishing a concrete next step.
O3 Met Closure confirmation conf 96%
No prior history was indicated; agent did not re-ask information already provided (e.g., name, model, ISP).
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was OOW and no hardware fault was confirmed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 94%
Agent was polite and attentive but did not acknowledge the customer’s frustration from storm damage or extended downtime — missed empathy opportunity.
X2 Met Tone & rapport conf 96%
Agent matched the customer’s pace, remained calm, and adjusted tone to be supportive during pauses and uncertainty.
X3 Met Overall experience conf 97%
Agent minimized repetition, used information as provided (email, name, model), and avoided unnecessary steps or holds.
Call Transcript22 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 serial number ready. For assistance, press one 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 products, paid support option maybe available depending on the issue. I'm sorry if this is a bad time can I call you back later
00:00
Speaker 1
Yeah, so it is three two, N as in Nancy, one zero, M as in Mary, three C as in Charlie, nine zero zero, one, three, eight. So we had a storm come through last Wednesday, we were gone all weekend, came back, the router, modem was working fine, because we plugged the computer into it. We were getting a red light on our Linksys, and could not get the internet to come up.
01:00
Speaker 2
Ah, uh yes please sir. Can I have the serial number? Okay, thank you so much. Let me just go ahead and look on the serial number but can you tell me sir what is really happening?
01:00
Speaker 1
So, I reset the whole system, went back to the purple light but it's still not recognizing any connection. I can't uh, okay, sure. So, so basically going back to when I reset back to factory, it wants to reset it back up but it can't because there's no connection. Is that telling me my modems bad? Or, I mean my router, I'm sorry. Yeah. Correct. Correct. Right. silence
02:00
Speaker 2
Yes, sir. I'm still here, I'm listening, sir. Uh-huh. Um, not actually, sir, because as what you've mentioned, it's okay. So, this router was actually working fine before, like, before the storm. And, like, there was really no problem at all. Uh-huh. So, how [silence]
02:00
Speaker 1
just one. I think so. OK. it's Gary Boone. B-O-O-N-E. it's spectrum. yeah, we talked to him quite extensively last night. they sent a few pings out and they they checked the system. and my wife actually hooked up the cable to her computer
03:00
Speaker 2
How many of these routers do you have, sir? Okay, just one. And, um, sorry, like, is this your first time calling Linksys? Okay. So, let me just create a record first for this. Can I have, can I please have your first name and your last name please? Oh, okay. Thank you so much, Gary. And, um, and by the way, Gary, who is your internet service provider? Okay. And, um, have you called spectrum?
03:00
Speaker 1
computer, her work computer. It's still the old style, hasn't had the ethernet cable to it. And it it got the internet off the modem. So we're thinking it's it's in the the router. But I don't know. I don't know. Yes, we've already tested it to make sure we are getting um a proper signal from the modem. Correct, and that's only because I reset it. It was red. When we first got home from this weekend from being being away and there's no internet, it was
04:00
Speaker 2
[silence] Okay. [silence] Oh, okay. I see. At least you actually test it already. Oh, okay. I see. So, and you also mentioned earlier that um the light coming from your Linksys router is purple. Yeah. So, uh, yeah,
04:00
Speaker 1
Yes. You, right, and I can see that, um, and I've tried using the app to connect it and it says it'll take a minute and then it says please check to make sure your wires are connected properly. And I've checked it. We've tried different wires and I am um connected to the internet port. Um, and I said it was working fine before. So I really don't know how to.
05:00
Speaker 2
So since the router or since you, you have already reset the, this router, uh, so basically it brings back everything from the very beginning. So what you can see right now, when you if you are going to check the wi-fi settings of your phone, you must be seeing the default wi-fi name of your Linksys, that should be underscore velop setup. Uh-huh. Uh-huh. Uh-huh. Uh-huh.
05:00
Speaker 1
bad. Okay. Okay. That's what I was wondering. Okay. [silence]
06:00
Speaker 2
Oh, okay. Oh, um, how about with this one Sir Gary? Cause, um, I did checked the router that you have and based on our system, this router is already, um, out of warranty. So basically, yes, yes. Yeah, so, uh, basically if the router is out of warranty, so the free technical support over the phone, um, will no longer be provided for those devices. However, we have options. So, the first option here, Sir Gary, is, uh, you can visit the official website of Linksys. That is support.linksys.com. So, if you are already on the website, there is an AI tool agent on the lower right corner of your screen once you're already on the website. If you click on that, um, smiley emoticon, there, there is a chat box that will appear. So, you can easily chat with the Linksys agent. Second option here, Sir Gary, is you can go to a third party virtual agent like me. Where I can help guide you on this concern. So I will forward you to my colleague now on my other line. Thank you so much, Sir Gary.
06:00
Speaker 1
Okay. Okay. Okay. That would be great. [ silence ]
07:00
Speaker 2
You can ask any question on that AI. So the second option here, Sir, Gary, is our paid connect service. So that paid connect service will actually cost you [REDACTED_PAYMENT_DIGITS] That's one five. And then that paid connect service will only last for an hour. Now, if we happen to discover that your device is defective, so on that $[REDACTED_PAYMENT_DIGITS], then there will be no replacement, no follow-up session, and there is no refund on that payment. Now, the third option here, Sir, Gary, is I can send you an email instruction and also a video tutorial on how you can set this back up again. Yeah. So, um, how would you like us to proceed, Sir, Gary? [silence]
07:00
Speaker 1
can you just go ahead and just send me that email and I'll try it. I think my my router is bad. I'm gonna have to get a new one. I think that's where I'm at. Um but I don't mind looking at another video and trying. So if you want to send it to me via my email, that'd be great. No that's not us. Yes, so it was probably my wife's email address, but I don't know it could have been mine. Um do you want me just give you my own email address you can send it to? Okay, so it's Perfect. So it's G Boone B-O-O-N-E 5572 @
08:00
Speaker 2
[silence]
08:00
Speaker 1
gmail.com. That's it, yeah. Sure. Yeah, let me check. Let's see. Okay. Okay. Okay. I'm using I'm using don't
09:00
Speaker 2
uh let me just confirm, that is G like george B O O N Efive five seven two at gmail dot com okay. Can you stay on the line sir Gary? I just really want to confirm that you received the email of course before we end the call.
09:00
Speaker 1
I'm using cellular, so um, we got a really bad signal, so I'm trying to get the best signal I can get in the house, because because we don't have Wi-Fi. Let's see. Okay, just got something. You just sent me something. Okay. Let's see if I can look at it here. Okay, I'm at the first one. Okay. Okay. It says download your free guide here. I got that one. Okay. Yeah.
10:00
Speaker 2
okay, um, I'm still working on the second one. Just give me one moment. So, yeah. So, that first email, the download the instruction where download your brand new guide here. So, there are seven videos on that um on that email. So, it has some troubleshooting that could it might be helpful in the future.
10:00
Speaker 1
okay okay [silence] okay perfect that's all I need I appreciate your help I'm going to go through this and try it and cross my fingers [silence]
11:00