V2 Rubric Detail — 01e69084-6ffa-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-24 18:24
Duration
5m 43s
Contact
Dante Pasquala
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134648
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: connect mixer_WRT1900AC
⚠ 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: B — Avoidance/Evasion: Agent explicitly avoided responsibility by stating 'we no longer provide technical assistance' for an out-of-warranty device, contrary to policy requiring best-effort troubleshooting. This constitutes evasion of support obligation.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent incorrectly refused support due to expired warranty, violating the requirement to provide best-effort troubleshooting for out-of-warranty devices. No diagnostic steps were taken, no tools used, and no empathy shown, resulting in complete abandonment of the customer’s issue. This meets the 'Avoidance/Evasion' auto-zero criterion.

V1 Case Analysis

Customer unable to connect Linksys router to a mixer; out-of-warranty first-gen router; agent informed warranty expired and provided support.linksys.com article link.

Troubleshooting Steps
  • Created support record
  • Checked warranty status
Key Observations
  • Agent did not request or capture the router model or serial number.
  • No technical troubleshooting was attempted for the mixer-connection problem.
  • Agent provided correct warranty information and a self-help URL.
Positive Highlights
  • Clearly communicated warranty status and expectations.
  • Offered a self-help resource (support.linksys.com) for the customer.
Agent Errors / Gaps
  • Failed to gather essential device information (model/serial).
  • Did not attempt any troubleshooting steps for the reported issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated 'we no longer provide technical assistance' and offered no resolution path for connecting the router to the mixer.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent only collected account information before citing warranty status.
R3 Not Met Correct resolution path conf 96%
Agent dismissed support due to OOW status despite policy requiring best-effort troubleshooting; no attempt was made.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked for serial number and ISP but did not inquire about the mixer, symptoms, or network setup.
T2 Not Met Appropriate tools / resources used conf 94%
No tools, diagnostics, or KB articles were used; agent directed customer to website without applying any resource.
T3 Not Met No misinformation conf 93%
Claim that 'no firmware updates' and 'don’t support anymore' contradicts documented OOW best-effort policy.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent framed the call by stating purpose and warranty context but lost control when customer expressed frustration.
C2 Partially Met Confirmed understanding conf 88%
Language was simple but agent failed to adapt to customer’s urgency or check understanding of the issue.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent created a case record but abandoned ownership by refusing further help based on incorrect policy interpretation.
O2 Not Met Proactive follow-through conf 94%
Only next step was 'visit support.linksys.com' — vague, no timeline, and no follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Agent decided not to escalate without attempting troubleshooting, despite customer need and unresolved issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; agent remained transactional and did not acknowledge customer frustration.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pace despite customer saying 'I just want to get this fixed' twice.
X3 Not Met Overall experience conf 93%
Customer was asked to repeat name and provide email despite discomfort, increasing effort unnecessarily.
Call Transcript8 turns · 10 lines
Speaker 1
Hi, I'm trying to connect this Linksys router to a mixer and it's been giving me a lot of trouble.
00:00
Speaker 2
Welcome to Lynx's 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.lynxus.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available. 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. I think for calling Lynsx' technical support. This is Rio. How can I assist you for today? Do apologize, sir, you experienced an issue with your Linksys router. May I know, sir, if this is the first time you are going to connect it to the mixer or it was working fine before? Okay, first time. Can you confirm to me, sir, what's the serial number for your Linksys device, please? All right. Got it. Thank you. Hold on. Let me just take a look. May I be sure if I may ask, who's your Internet service service provider right now? Verizon.
00:00
Speaker 1
Yes. Dante Pasquale. Dante Pasquale. Dante Pasquale. Do I have to give.
02:00
Speaker 2
Okay, is this the first time, sir? You called linkest? Okay, let me create first a record for you sir in the system before we proceed and troubleshoot your device? Okay, may I know your first name and last name? I'm sorry, it's P-A-S-Q-U-A-L, is that correct? Okay, got it, thank you. How about your email address?
02:00
Speaker 1
I just want to get this fixed. OK. OK. Yeah, I'm not comfortable.
03:00
Speaker 2
Alright, there, okay. The reason sure why I'm asking to have this information is because I'm going to create a record for you in the system before we can proceed and troubleshoot your device. But if we don't want to provide email address, it's okay, sir. We can move on to other information if you're not comfortable. Okay. No problem. Uh give me just three minutes. I'm just going to fill in everything first in the system, okay? Bear with me. [silence] All right, sir. I was able to create a record for you in the system. However, based on the record here, the warranty of your product has already been expired. And just as a proper expectation that for out of warranty devices, we no longer provide free technical assistance. And I found out also, sir, that the router that you have is part of our first-generation router. Meaning to say, aside that we no longer manufacture
03:00
Speaker 1
you SSTS. Okay. okay thank you bye
05:00
Speaker 2
REGARD LESS device, we no longer provide technical assistance for this kind of router. Sir. Now, the reason for that's sir, is because, we don't have any more filmware updates for your router. So, troubleshooting might not work anymore for this router. So, we don't support anymore this kind of router, sir. Uh, all right. Now, if by chance that you wanted to still use this router, trying to connect your mixer, you can try to visit our website, support.linksys.com. We do have some articles or you can uh utilize our AI agent there, sir.
05:00