V2 Rubric Detail — 009055a6-6bfb-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 16:22
Duration
12m 6s
Contact
William Taylor
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134075
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Looking for a disc for the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided providing correct information or escalation despite clear customer need and available KB resources.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to resolve a firmware access issue for an EOL E2500 router, incorrectly claimed downloads were unavailable, and provided no troubleshooting, escalation, or next steps. The interaction demonstrated avoidance, technical inaccuracy, and lack of ownership, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to access E2500 web UI and requested online setup without CD. Agent incorrectly stated no online option exists, failed to provide firmware download link or correct setup steps, and ended call without resolution.

Troubleshooting Steps
  • Asked for model number (E2500) at [02:00].
  • Asked for customer name and phone number at [04:00].
  • Asked for ISP (Spectrum) at [05:00].
  • Directed customer to http://192.168.1.1 at [07:00].
  • Asked if internet was working at [08:00] but did not verify.
Key Observations
  • Agent stated at [07:00] 'unfortunately we don't have any of the disk downloads' — this is factually incorrect per KB, which provides firmware downloads for E2500.
  • Agent incorrectly claimed at [09:00] that the only alternative to the CD is for setup after reset — misrepresenting KB guidance which states web UI and online downloads are standard.
  • No troubleshooting steps were performed to diagnose why 192.168.1.1 isn't loading (e.g., check Ethernet connection, browser, or reboot).
  • Call ended without resolution, escalation, or follow-up despite customer asking for email instructions at [09:00].
  • Agent failed to mention or provide the firmware download link for E2500, which is explicitly listed in universal_eol_firmware.md.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Provided factually incorrect information that no online setup or firmware download is available for E2500, contrary to KB.
  • Failed to provide the correct firmware download link for E2500 despite it being publicly available in KB.
  • Did not perform basic troubleshooting to diagnose why 192.168.1.1 is not loading (e.g., check physical connection, reboot, browser).
  • Misrepresented the purpose of online setup, claiming it's only for post-reset scenarios.
  • Did not offer any valid next step, escalation, or self-help resource.
  • Abandoned the call without confirming resolution or setting follow-up.
  • Failed to capture serial number or warranty status despite opportunity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a valid path forward; customer could not access firmware or UI and received no working solution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps taken — agent did not verify connectivity, check firmware availability, or guide login recovery.
R3 Not Met Correct resolution path conf 96%
Agent failed to determine product status or select correct path — E2500 is EOL but firmware is downloadable; agent incorrectly claimed no downloads exist.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify root cause (firmware access issue); asked irrelevant questions about ISP and email instead of diagnosing UI access failure.
T2 Not Met Appropriate tools / resources used conf 96%
No use of KB, firmware site, or diagnostic tools — agent should have directed to universal_eol_firmware.md or downloads.linksys.com.
T3 Not Met No misinformation conf 98%
Agent stated 'we don’t have any of the disk downloads' — factually incorrect; E2500 firmware is available at https://downloads.linksys.com.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost control — rambling, repetitive, failed to set agenda or guide toward resolution; customer repeatedly asked for clarity.
C2 Not Met Confirmed understanding conf 96%
Agent used confusing phrasing ('other purpose', 'cher') and did not adapt to customer’s non-technical level or repeated confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent took no ownership — offered no follow-up, escalation, or commitment; allowed call to end unresolved.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or callback commitment provided; customer was left without direction.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or available; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent failed to escalate despite being unable to assist — EOL firmware issue is valid for bot-to-human handoff per KB guidance.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be considered correct; customer was not informed of escalation path.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Minimal empathy — generic 'I’m sorry' without acknowledging customer’s effort or frustration over outdated hardware.
X2 Not Met Tone & rapport conf 95%
Agent did not match customer’s pace or tone; customer said 'I keep losing you' and asked for email, indicating disengagement.
X3 Not Met Overall experience conf 96%
Customer had to repeat information and was not given clear instructions, creating avoidable effort.
Call Transcript20 turns · 20 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 www..linksys..com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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.
00:00
Speaker 1
[silence]
01:00
Speaker 2
Hello. Hi. Okay. How about that? It's a littlearin now. How about this? Is it fine? Now? Hmm. Yes, how can I help you? Mm-hmm. Yes, ma'am. Um, yes, ma'am, sorry.
01:00
Speaker 1
[silence] up disk from I've had this a while and and I can't the disk doesn't work. I mean, I can't get it into my external drive. Do you have a a way I can download what I need? E20 E2500. Yes. the E25 or N600? Well, I don't have it. It's it's I got to take me a minute to get it.
02:00
Speaker 2
I'm sorry. What disk are you trying to get sure? It's up here. Okay. Are you trying to set up your border? Okay. What is the model number sure? Oh, e-2500. How about serial number sure? Okay. Okay. That's fine. So okay. When you try to lock in sure, I'm trying to look at the top here.
02:00
Speaker 1
to access what? No, I've got the disk, but the disk does not fit the external drive. So I'm wondering if you've got an online download where I could do the same thing without having a disk. [silence] Really? You mean... what is that option? I've had this disk for a number of years. And I just got a new computer.
03:00
Speaker 2
that's on a browser, right? What's number did you use to log, uh to try to access the interface, sir, where you were asked for a disc. Unfortunately, no sir. But if you weren't, yes, sir. But if you were trying to set up your device, your Link still, there's another option without using the disc. Okay. If you go to your, uh,
03:00
Speaker 1
And I have to move stuff over from the old computer to the new one. And I can't do it with my [ silence ] Sure. Absolutely. Yes, ma'am. Excuse me.
04:00
Speaker 2
Okay. Okay. Okay. Okay. Just give me a couple of minutes, sir. I just need to check on that, okay? Um may I just confirm? Am I speaking to Mr. William Taylor? Okay. And to confirm, sir, your phone number is 513
04:00
Speaker 1
uh uh uh like way uh like 12 or 14. uh spectrum I guess. uh I'm not sure if you would you like to hear this, but.
05:00
Speaker 2
okay how about your email address sure okay and your provider sure is just for documentation purposes who's your internet provider sure spectrum okay okay and to confirm sure your link is your links is
05:00
Speaker 1
[silence] Well it worked it it was working on the old one and now I'm trying to move move it to the new one and I can't do it. Does that answer the question? Okay. [silence] Yes.
06:00
Speaker 2
Router shares for This is working right? You have internet connection, Yes, yes, because it is asking for this right, Sorry this unit we don't already have the desk on it. But if you are trying to access the user interface or set up this device, there is an option without using a desk. Other purpose. Sor unfortunately we don't have any of Hello sir. How are you doing?
06:00
Speaker 1
But what's the other purposes? I'm only interested in one purpose. Maybe other purposes don't bother me and you have an option. to to accomplish what I need without using a disk. How do I do that? I guess that's what I'm trying to do. Go to what on my computer?
07:00
Speaker 2
I'm sorry sir, but for other purposes we don't have any of the disk downloads that you are asking. Yes, yes, sir. That's when you are trying to set up or access the user interface, sir. Yes. Um, can you please go to the the interfacer, the 192.168.1.1 on your computer?
07:00
Speaker 1
yes. Well, the, I, I'm, I'm no computer guru, so I don't understand a lot. But when I went from one, online, 192.168.1.1, I used to get a, I guess you'd say, interface, and I would log in. But when I do that now, I don't, the login area doesn't show up, so. [silence] I'm glad I, Well, does that make sense? [silence]
08:00
Speaker 2
First confirm sure you have your internet work. Your internet is working fine, right? Yes. So there's no need for us to go to that page cher. Cause the other purpose sure of ummm accessing the interface without the disk is just for setup. Setup and...
08:00
Speaker 1
I keep losing you. Is that, losing you, is that on you? Say that again. Yeah, I, uh, I know. Whoa, is there any way you can email me those instructions? Step by, by.
09:00
Speaker 2
Oh, yes. Yes, yes, sir. Sir, as I mentioned, sir, no, uh, it's actually a delay, sir, sorry. Yes, sir. Just a delay on the line, sir. Anyway, sir, again, the, okay. The, the other option, sir, that I'm referring without using the the disk is just for setup purposes, sir. If you don't have internet connection and you reset your router, sir, and you try to set it up again, it will ask for a disc. So, that's the time that you, yes, sir. That's the time that you can use the other option.
09:00
Speaker 1
What's the next step? [silence] Are you there? [silence] Well, I hope to get it otherwise, I'm [silence] otherwise I can't do several functions. [silence] You you [silence] thank you very much. [silence] Okey, we say goodbye now? [silence] You too. [silence] Thank you. [silence]
11:00