V2 Rubric Detail — 02b2155c-6e6e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 19:10
Duration
9m 20s
Contact
Robert Secor
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#GI00134322
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ 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: Agent exhibited avoidance/evasion (B) by refusing to assist a customer with a legitimate Linksys product, provided factually incorrect technical information, and directed the customer to Cisco despite Linksys being a Cisco brand. This constitutes a critical compliance failure.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly claimed the device was not a Linksys product, and stated that Linksys is no longer affiliated with Cisco — a false statement. The customer was dismissed without assistance, resulting in a complete failure to resolve or appropriately escalate the case.

V1 Case Analysis

Customer requested setup help for WRT54G (serial C-2140D-A0788). Agent failed to recognize model, incorrectly claimed it was not a Linksys device, and advised contacting Cisco. No troubleshooting or setup guidance provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Customer clearly stated model number phonetically as 'V E F S R 41' (WRT54G v3.1), a well-documented legacy Linksys router.
  • Agent failed to recognize WRT54G despite clear phonetic clues and serial number format.
  • Agent incorrectly claimed the router was not a Linksys product and directed the customer to Cisco, contradicting the KB (Linksys was a Cisco subsidiary from 2003–2013; WRT54G is a Linksys model).
  • No setup instructions, KB reference, or self-help path was provided despite the customer’s clear request for router setup assistance.
  • Agent did not attempt basic router setup steps (WAN configuration, Wi-Fi setup, login credentials) despite the customer’s readiness to proceed.
Positive Highlights
  • Maintained a polite tone throughout the call.
  • Collected customer contact information and serial number as prompted by IVR.
Agent Errors / Gaps
  • Failed to recognize 'V E F S R 41' as WRT54G, a common and well-supported legacy Linksys router.
  • Incorrectly stated the device was not a Linksys product, despite customer confirmation of Linksys branding and serial number format.
  • Provided factually incorrect information about Linksys-Cisco affiliation, misleading the customer about support eligibility.
  • Advised customer to contact Cisco for support, which is not the correct path for a Linksys-branded device (even legacy models are supported via self-service).
  • Did not provide any setup instructions, KB article, or self-help resource for router configuration, despite the customer’s explicit request.
  • Did not verify or attempt basic router setup steps (WAN, Wi-Fi, login), which are standard for router setup calls per the KB.
  • Failed to follow Linksys protocol for router setup calls, including model verification and basic configuration guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
Agent did not resolve the issue or provide a valid outcome; incorrectly redirected customer to Cisco instead of assisting with setup.
R2 Not Met Diagnostic thoroughness conf 100%
No meaningful troubleshooting steps were taken; agent skipped diagnostics and prematurely concluded the device was not supported.
R3 Not Met Correct resolution path conf 100%
Agent chose an incorrect resolution path by claiming the router was not a Linksys product and that Linksys is no longer affiliated with Cisco, which is factually wrong.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent failed to identify symptoms or ask relevant diagnostic questions; no logical process was followed to determine root cause.
T2 Not Met Appropriate tools / resources used conf 100%
No tools or resources (e.g., model lookup, admin interface guidance) were used to verify the device or support the customer.
T3 Not Met No misinformation conf 100%
Agent provided materially incorrect information: DES-3028 is a Cisco-Linksys switch, and Linksys remains a brand under Cisco; stating otherwise is inaccurate.
Communication
C1 Not Met Clear & professional language conf 100%
Agent lost control of the interaction, failed to set expectations, and allowed the call to devolve without clear direction.
C2 Not Met Confirmed understanding conf 100%
Agent did not adapt communication to customer’s level; used dismissive tone and ignored repeated requests for help.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
Agent avoided ownership by refusing to assist and incorrectly shifting responsibility to Cisco despite the product being within scope.
O2 Not Met Proactive follow-through conf 100%
No clear next steps or timelines were provided; only suggestion was to contact another company, which is not a valid support path.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 100%
Agent failed to make a proper escalation decision; instead of escalating within Linksys, they wrongly directed the customer to Cisco.
E2 Not Met Escalation prep & handoff conf 100%
No escalation was executed; no details, team, or follow-up were provided to the customer.
Customer Experience
X1 Not Met Customer effort minimised conf 100%
Agent showed no empathy, became defensive, and used unprofessional language ('talking idiot'), violating basic professionalism standards.
X2 Not Met Tone & rapport conf 100%
Agent did not adjust to customer’s increasing frustration or pace; remained rigid and dismissive throughout.
X3 Not Met Overall experience conf 100%
Customer had to repeat information multiple times and was given no actionable assistance, significantly increasing effort.
Call Transcript18 turns · 19 lines
Speaker 1
Yes, are something you could help me set my router up? Yes.
00:00
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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about our service options, press 2. [silence] Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options may be available depending on the issue. Hi, thank you for calling this sis, this is Regina. How can I help you today?
00:00
Speaker 1
It's a router that I bought, it's a Linksys router, it's an older router but I'd like to, I was hoping you could help me set it up. Yes, yes, it is. Yes, I'm calling from the United States. My name is Robert S K C O R. Okay. So, yes. R, S, K, C, O, R, Robert, S K, C, O, R, Sam Echo
01:00
Speaker 2
is it brand new purchased or it was working fine before? okay. so i totally understand your concern all about your but is this your first time calling us for support? are you calling from united states? may i know your first name and your last name? okay, so your first name is robert and your last name is c.
01:00
Speaker 1
Karlie Oscar Ralph Sam Echo 816 416 9624 Yes Barkingdog yahoo.com Bravo Alpha Romeo Echo India November Delta Oscar Golf Gulf yahoo.com Cok. Can you help me just set my router up? Just 1 but I was gonna. I have like 3 computr's that I want to [silence]
02:00
Speaker 2
And your callback? Go ahead. OK, so your property is C-Core. And your email? Yeah. at Yahoo.com. So how many Lexus devices do you have in total, sir?
02:00
Speaker 1
And we need network together and I need help setting my router up. Is there any way it's mounted on a board on the wall and it's on the underside of it and I can't see the serial number on it? I can tell you what it is, but I'd have to take it down off the wall to get to the serial number. Yeah.
03:00
Speaker 2
Can you please provide the serial number of your link sys router? [silence] Maybe you have a [silence] photo [silence] or [silence] picture [silence] on the bottom of the router.
03:00
Speaker 1
Okay. C-2140 D-A0788. Okay. So. Yes. 2140. D-A 0788. Okay. 2140.
04:00
Speaker 2
[coughs] [word spoken in unintelligible tongue] Did you notice that? What did you see? [coughs] and the model number what is the model number of your linksys device [ silence] [ silence] is that a linksys router sir because i'm not really familiar with the model number
04:00
Speaker 1
Can you help me shut my router up? Hey, do you need an address? I have addresses and gateway addresses and stuff. And we get to work on it helping me shut my router up? Yes. I don't care any. The only reason I called you is to set my router up. And I really don't care about anything else but setting my router up. Yes, I just did it already. Already provided it for you already. Can we just set my router up? That's really all I care about. Do you need to you know what I mean?
06:00
Speaker 2
Yeah, but then the problem is that I really not familiar with the model number that you just provided. Yeah, but I need to verify if it is a linktest router, but can you provide the model number? Yeah, but I do really apologize for the inconvenience, but it seems like your router is not from linktest.
06:00
Speaker 1
Okay, here's, here's my model number, okay? D E S F R 41 versions 3.1.
07:00
Speaker 2
Is it the Lynxess Lynxess router? Is it the Lynxess, uh, label on there? Or a Lynxess brand? Go ahead. Can you please repeat that?
07:00
Speaker 1
V E F S R 41 version 3.1. I don't care. Okay. Do you understand that I called you to help you set my router up? Do you understand that? Oh, I see what you're saying. I see what you're saying. You're saying that my router it says Linksys on it and it says Cisco Systems, but you're saying that it's not a Linksys router. Is that what you're telling me? Oh, it is a Linksys router. It's a Linksys
08:00
Speaker 2
Okay. Now, is that a Linksys router, sir? [silence] [silence] [silence] [silence] sorry. I really understand that, but the problem is that it seems like you're using not a Linksys router, and you're currently talking with a Linksys technician. [silence] [silence] Yeah, because [silence][sound of paper being shuffled] um before, sir, we are affiliated with Cisco. [silence]
08:00
Speaker 1
is an older Lynch system router, but it's a Lynch system router. Why don't you just help me set my my to my router up. um talking idiot.
09:00
Speaker 2
because as of now, sir, we are no longer affiliated by Cisco. So you really need to call Cisco.
09:00