V2 Rubric Detail — 063ccd02-6658-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 12:12
Duration
13m 7s
Contact
Cris Belchair
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133222
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Auto-Zero applied: Avoidance/Evasion – Agent avoided all troubleshooting despite a clear technical issue, immediately pivoted to paid support without diagnostic effort, and failed to provide any best-effort help for an out-of-warranty device.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent identified the EA8300 as out-of-warranty and immediately defaulted to paid support without performing any diagnostics, tools, or best-effort troubleshooting. Critical inaccuracies were provided (e.g., no firmware updates available), and no meaningful path to resolution was offered, resulting in an unresolved case and a clear Avoidance/Evasion failure.

V1 Case Analysis

Customer (EA8300) reports no internet, duplicate IP warnings, and Wi-Fi bands not connecting. Device is out of warranty. Agent offered $15 paid support or to email a guide. No troubleshooting performed. Incorrectly stated no firmware updates exist for EA8300.

Troubleshooting Steps
  • Collected model (EA8300) and serial number
  • Verified out-of-warranty status
Key Observations
  • Agent did not perform any technical troubleshooting for a diagnosable issue (no internet, duplicate IP).
  • Agent prematurely offered paid support without attempting free, safe triage steps.
  • Agent made a materially incorrect claim at [09:00] that no firmware updates exist for EA8300, which contradicts the Linksys KB (EA Series router setup KB explicitly states firmware updates are available).
  • Agent failed to confirm customer access to router admin interface or credentials before offering self-help.
  • Call ended without confirming understanding or next steps clearly.
Positive Highlights
  • Accurately collected product model (EA8300), serial number, and customer contact details at [03:00]–[05:00].
  • Correctly identified and communicated out-of-warranty status based on serial number lookup.
  • Offered to send a step-by-step guide via email as a self-help alternative to paid support.
Agent Errors / Gaps
  • No diagnostic steps performed for no-internet/duplicate IP issue.
  • Premature offer of paid support without first attempting free troubleshooting.
  • Incorrect claim at [09:00] that no firmware update exists for EA8300 — directly contradicts Linksys KB guidance.
  • Failed to verify customer's ability to access router admin page or knowledge of Wi-Fi/admin passwords.
  • Did not confirm customer understood the next steps or guide delivery process.
  • Poor call control: allowed long silences and failed to structure troubleshooting path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the no-internet or duplicate IP issue, offered only paid service or a generic guide without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., reboot, speed test, WAN check); issue was not meaningfully advanced.
R3 Not Met Correct resolution path conf 96%
Agent correctly identified OOW status but failed to provide best-effort troubleshooting (e.g., factory reset, firmware check, access local UI), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions about modem, ISP type, or WAN status; skipped root cause identification.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., no remote access attempt, no guidance to check http://192.168.1.1, no speed test recommendation).
T3 Not Met No misinformation conf 96%
Agent stated 'no firmware, new firmware for this device' — factually incorrect; EA8300 has received updates and supports manual checks.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lacked structure, jumped to paid offer, and failed to guide interaction through clear expectations or transitions.
C2 Partially Met Confirmed understanding conf 85%
Agent used repetitive 'sir' but did confirm understanding when customer expressed confusion about options.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent transferred responsibility to paid support without attempting to own or resolve the issue.
O2 Not Met Proactive follow-through conf 95%
Next step was vague: 'I'll send a guide after this call' — no confirmation of email, timing, or content.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the lack of diagnostic effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent failed to acknowledge customer frustration or repeated effort; no empathetic statements made.
X2 Not Met Tone & rapport conf 94%
Agent used scripted tone, did not adapt to customer’s confusion or adjust pacing.
X3 Not Met Overall experience conf 95%
Customer repeated serial, name, and phone number, but agent did not use data to reduce effort or resolve issue.
Call Transcript23 turns · 24 lines
Speaker 2
Welcome to you. 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, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be faulty and not under warranty, repair may be arranged at your own cost. For technical support for Apple products, please visit Apple's support page. For printer support, please contact the dealer where the printer was purchased. For router support, contact your Internet Service Provider. For telephone support, please call your telephone company. All other devices, please contact the manufacturer. Today's special offer is free one-year exclusion warranty with all equipment purchases. [silence]
00:00
Speaker 1
Hello. Hello? Hi, yes. I'm having issues with my Internet connection. After talking to my Internet service provider, we're having issues with the router. I keep getting signals that say "no Internet"
01:00
Speaker 2
defective, no refund or replacement will be provided.
01:00
Speaker 1
secured and the only thing that's working is my extender. My 2.4 and my and my 5 uh band things are are not connecting you know it's not sending a signal and now I'm on one of my computers I keep I have this ESET smart security and it keeps saying a duplicate IP address detected and says a mac address using IP address such and such is already in use with a device when it's a different IP address and I'm seeing now that I'm looking at the bottom of my router that it's one of these addresses is on my router so I need to find out what's going on here. [silence] I'm sorry? Uh yeah until yesterday I mean I've been getting some I've been getting the warnings about the uh duplicate IP address but uh as a yes starting yesterday I keep getting the
02:00
Speaker 2
I see. Was this working fine before? Sure. Uh this the Nigerian divisors, was this working fine before?
02:00
Speaker 1
the uh the uh it's situation where it's not broadcasting the internet signal the only thing that's working is our extender the what serial number okay uh I'm gonna read what I think it is is it would be the one that's labeled like WPS LS again this is like three three one six dash zero one two two oh no I'm sorry wait that's not alright here's the serial number two one p one zero C six four uh I think it's 95 that's 95 016 01616 thanks
03:00
Speaker 2
I got it. Okay. So you might have this serial number of the device, please. The serial number, yes.
03:00
Speaker 1
6 and then 11464. when I'm sorry, it's so before the one, yeah, so two, one, P like Peter, one, zero, C like car, then it's actually 648 and then 11464. [silence]
04:00
Speaker 2
one-one-two-want to see okay let me just check on the exact units here just give me three seconds
04:00
Speaker 1
And this phone number three one four. Six three zero, four two four seven. Sure. My name is Chris. And the last name is Belcher, these. sure. It's Haley's uncle. It's H A I L E Y S Y N C L E E At charter.com.
05:00
Speaker 2
Okay, so while waiting for the, uh, result, sir, um, may I have your phone number? Just in case you got disconnected. Got it, thank you. How about your first and last names, sir? Okay, then, uh, how about your, uh, email address, sir?
05:00
Speaker 1
Correct. EA8300. That's correct. Yes.
06:00
Speaker 2
Thank you, Chalice.
06:00
Speaker 1
Yes. Yes.
07:00
Speaker 2
Hello, sir. Hi, sir. Yeah, I was able to double check on the exact router you have, sir. And yeah, you are using an EA8300 and sir, unfortunately, sir, yes, unfortunately, sir, it shows that this router sure is part of our excess device and it's already an out of warranty device. So for out of warranty devices, we can no longer provide free assistance for it.
07:00
Speaker 1
mm-hmm okay so you the can I pay for service or what okay right that's it's $15 okay can you tell me how old this router is by any chance
08:00
Speaker 2
especially when it comes to uh troubleshooting. Um we do have a paid service here that's $15 for an hour of troubleshooting. But let me just set your expectation that that is not refundable and also not clickable for replacement in case your router is defective. And also there's not a guarantee that it will make your router work. Mm-hmm. Yes, uh based on what I have here sir, uh based on the um midium number, it shows that this was purchased around 2018. [silence]
08:00
Speaker 1
Okay, yeah, that's probably about right. Okay, I don't know what that means. But oh, mhm. Mhm.
09:00
Speaker 2
Yes. Yes sir. Okay. Anyway, sir, let me also inform you that there is no firmware, new firmware for this new device. This profile is using the still the old or the last versions. I mean, sir, firmware version, firmware version sir. This is used to fix any problem when it comes to internet. Yes, anyways, if you wanted to, proceed with the page revision, we will go ahead with that. But then let me also inform you that there's another option. That is the email or the link. I will be able to walk you through I'm sorry. I will be able to proceed.
09:00
Speaker 1
Okay. It'll be done on the internet? What's the other option? I didn't really understand. Right. I'm sorry. If the full step, so there's a full step-by-step guide though, is like when I have to do it myself. So if you send me the full step-by-step guide.
10:00
Speaker 2
Sorry. yes. we paid service service the $15 for an hour or yeser. So or the full step-by-step guide that will be sent to your email. Actually, sir, that will be the same trouble shooting that we will do if you will avail the service. I'm sorry you said, what's that again? So Hello? [silence] Uh-huh. yes. Yes, sir. yes, sir. yes, sir.
10:00
Speaker 1
[silence]
12:00
Speaker 2
Which one, sir? The three guys. Yes, yes, the guide is free, sir. Yes, yes, sir. You can just call us back, sir, if you need assistance. You can provide us just the email address sir, so that we can easily pull up your record. Okay? Okay, yes, sir. I'll send it to you right after this call, sir, and just call us back if you need further assistance, if the device will not work. Okay. Thank you so much for your time, sir, and please wait for the email, sir, after this call. okay?
12:00