V2 Rubric Detail — 05fe2f82-7c99-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:53
Duration
36m 37s
Contact
701-552-2404
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided any substantive troubleshooting or problem‑solving steps.

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
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to diagnose or resolve the TV Wi‑Fi issue, provided inaccurate product information, and offered no actionable steps or empathy. No troubleshooting tools were used, and the call ended without a solution, resulting in an unresolved outcome and a critical avoidance/evasion failure.

V1 Case Analysis

Customer reports intermittent Wi‑Fi connectivity to an upstairs TV using an EA‑7450 router. Agent misidentified model, provided invalid firmware link, and offered no troubleshooting. Issue unresolved.

Troubleshooting Steps
  • Asked for router model number
  • Provided (incorrect) firmware update link
Key Observations
  • Agent misidentified the router model (EA‑7450 vs EA7500) at [34:00].
  • Provided an invalid firmware URL (http://bmbp2.link/Link) not associated with Linksys at [34:00].
  • No systematic troubleshooting was performed (no signal check, placement, band, or Ethernet test).
  • Failed to collect serial number or verify warranty status.
  • Lack of empathy and clear next‑step communication.
Positive Highlights
  • Agent asked the customer for the router model number.
Agent Errors / Gaps
  • Incorrect model identification
  • Shared a non‑Linksys firmware link
  • Did not ask for or record serial number
  • Did not follow standard Wi‑Fi troubleshooting flow
  • No empathy or reassurance offered
  • Ended call without a clear resolution or next‑step

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent never provided a solution; call ended without any resolution to the TV Wi‑Fi problem.
R2 Not Met Diagnostic thoroughness conf 95%
Agent performed no diagnostic steps beyond a vague question about internet connectivity.
R3 Not Met Correct resolution path conf 94%
Agent identified the router as legacy but only gave a generic firmware link and did not offer appropriate next‑step guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only 'Is it like you're having no internet connection?' and did not probe the TV‑specific symptoms or gather needed details.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, router UI check, speed test) were used despite the issue requiring them.
T3 Not Met No misinformation conf 96%
Agent gave the wrong model number (EA‑7500 vs EA‑7450) and supplied an unrelated firmware link.
Communication
C1 Not Met Clear & professional language conf 93%
Agent did not set expectations, guide the interaction, or manage the call flow; responses were minimal and unfocused.
C2 Not Met Confirmed understanding conf 92%
Communication was vague and did not confirm the customer's understanding; no adaptation to the customer's confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership of the problem; offered no follow‑up or commitment.
O2 Not Met Proactive follow-through conf 94%
No clear next steps, timeline, or follow‑up were provided to the customer.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was made and none was clearly warranted based on the transcript.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never expressed empathy or acknowledgment of the customer's frustration with the TV issue.
X2 Not Met Tone & rapport conf 93%
Agent maintained a flat, generic tone and did not adjust to the customer's confused or frustrated state.
X3 Not Met Overall experience conf 94%
Customer was left to repeat information and received no effort to simplify or streamline the troubleshooting.
Call Transcript9 turns · 13 lines
Speaker 2
Welcome to linksys support to ensure quality service, your call may be monitored certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on line for assistance. While waiting you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
gastroenteritis with real trees, so I'm not paying for them I don't get HBO, LOO, yet I don't get to go back to TBS. Well, We'll keep wanting to keep hammering them. Yeah. Is this the in the peak of the hot weather right here? Yeah. Okay, and then... Have an exam, or I don't know if you're doing. questions. Do you have anything to represent or any questions? Next question. Do you understand me? Yes. How is it? Do you understand? Okay. Do you have the regime? arrangement? when you go back. Yeah. call you. She did not want her Oh, oh, be there. [silence] I want you. oh. If possible because they, they all. What would you like about the [silence] I [silence] [silence] hi see I've got a modem here and I don't know if that's what's been causing the problems and I realize that probably you know um I've got the the the model number and the serial number written down and coming okay except where did I go with my notes except to the TV you know that I I still get to the computer and I still get to the phone but I have sporadic problems
18:00
Speaker 2
Thank you for calling me. This is May, how can I help you?
32:00
Speaker 1
With getting the Wi-Fi signal to my TV. It doesn't happen to the TV upstairs, you know, so that's why I'm kind of confused. Right, but I'm still having an internet connection to my telephone and I'm still having an internet connection to my computer, and the TV is sporadic. And my TV upstairs, I never have any problems. So I guess my question to you, well, my question to you is, is that if it's only happening to one TV, is it the modem, the Wi-Fi modem's problem or is it the TV's problem?
33:00
Speaker 2
Okay. Is it like you're having no internet connection? W- okay. Uh-huh. Okay. Uh-huh. Okay. So
33:00
Speaker 1
The model number is EA-7450. and want 50 yes 50. okay
34:00
Speaker 2
I'm not sure yet. I know first, what's the model number and the serial number of the device you're calling for? EA7500. Ah, yes, that is actually a, uh, it's not a mesh router. In fact, that's one of our legacy device, which we don't manufacture anymore. EA7500. And its support already ended last year around May. So that's really an old router. You may really have problem with this. Yeah, old model, which you might already have difficulty updating, let's say, for the future standard coming in, like OP 11 and so on. Yeah, if you want to try to update the firmware, you can take the note of this link: http://bmbp2.link/Link
34:00
Speaker 1
okay so there what is there a reset button on it some place no okay okay okay hold
35:00
Speaker 2
me really have problems connecting to it every time.
35:00