V2 Rubric Detail — 07afeaee-6684-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 17:27
Duration
8m 44s
Contact
Winston Harrison
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133271
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Laptop Setup/Connecting to internet issue
⚠ 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: Discourtesy — agent used dismissive language ('We’re not trained with computers') and refused assistance without justification, constituting a critical failure under C (Discourtesy).

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, provided factually incorrect information about product support, and terminated the call dismissively without empathy or next steps. Despite a straightforward Wi-Fi connection issue, no tools were used, no escalation occurred, and the customer was abandoned — resulting in a complete failure to meet support standards.

V1 Case Analysis

Customer unable to connect laptop to EA6300 Wi-Fi; agent provided no troubleshooting, incorrectly stated model unsupported, and terminated call without resolution or next steps.

Troubleshooting Steps
  • Collected serial number, name, and email
  • Confirmed Linksys network appears in Wi-Fi list
Key Observations
  • Agent misidentified customer's EA6300 as EA6350 and falsely claimed support ended in 2025, leading to premature termination of support.
  • No actual Wi-Fi troubleshooting steps were performed despite clear symptoms and customer cooperation.
  • Call ended without any operational closure: no case created, no escalation, no self-help resources, no follow-up path.
  • Agent incorrectly deflected responsibility by stating 'We're not trained with computers' when Wi-Fi connectivity is within router support scope.
Positive Highlights
  • Agent collected the correct product model (EA6300) and serial number (A-2-0-5-1-9) as stated by the customer at [01:00]-[02:00].
  • Agent confirmed the customer could see the Linksys SSID in the Wi-Fi list, which is a relevant diagnostic step.
Agent Errors / Gaps
  • Failed to follow standard support protocol: no case/ticket created, no warranty lookup performed, no escalation path offered.
  • Provided materially inaccurate technical and policy information: incorrectly stated EA6350 support ends in 2025 and applied it to EA6300, which is factually wrong and outside KB guidance.
  • Misclassified a core Wi-Fi connectivity issue as out of scope by claiming 'We're not trained with computers' at [08:00], despite the issue being directly related to router functionality.
  • Did not perform any basic troubleshooting steps (e.g., verify password, power cycle router, check 2.4/5 GHz bands, confirm client behavior on other devices) despite customer describing a clear symptom.
  • Terminated the call abruptly without offering any next steps, self-help resources, or even an explanation of why support was denied.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent states 'We can't do anything for this model number. Goodbye.' — no resolution or path forward provided.
R2 Not Met Diagnostic thoroughness conf 98%
Agent asks only if the customer tried connecting and ends the call without any diagnostic steps or troubleshooting.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly claims EA6350 is no longer supported and offers no best-effort troubleshooting despite a simple Wi-Fi connection issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process; agent repeats 'did you try connecting?' without identifying symptoms or root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent uses no tools (e.g., no guidance to access router UI, no firmware check, no local network test) despite a connectivity issue.
T3 Not Met No misinformation conf 98%
Agent falsely states 'We’re not trained with computers' and that EA6350 is unsupported — both technically inaccurate per KB.
Communication
C1 Not Met Clear & professional language conf 97%
Agent provides no structure, loses control of interaction, and ends call abruptly with 'Goodbye.'
C2 Not Met Confirmed understanding conf 96%
Agent uses dismissive, non-adaptive language and fails to confirm understanding or simplify for customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent refuses ownership with 'We can't do anything' and terminates call without attempting resolution.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up commitments offered — customer left with no path forward.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Agent fails to escalate despite being unable to resolve and having no valid reason to deny assistance.
E2 Not Met Escalation prep & handoff conf 95%
No escalation executed — no team, details, or customer notification provided.
Customer Experience
X1 Not Met Customer effort minimised conf 99%
Agent says 'We’re not trained with computers' — unprofessional, dismissive, and lacking empathy.
X2 Not Met Tone & rapport conf 96%
Agent does not adapt to customer’s confusion or frustration; maintains dismissive tone throughout.
X3 Not Met Overall experience conf 97%
Customer repeats issue multiple times and is given no assistance, significantly increasing effort.
Call Transcript16 turns · 17 lines
Speaker 1
to Lexis support. To ensure quality support, your call may be monitored or recorded for quality purposes. Hi. I just got a laptop computer and I'm., No more audio.
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's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. 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. Thank you for calling. This is Ms. Gerald looking now.
00:00
Speaker 1
step where I'm supposed to connect let's connect you to a network spectrum told me that you are my network, so I should ask you for help I pick links but nothing happens on my on my notebook. Can you help me through that process? I have to go through that process to set up my notebook computer. Uh, the model number- otter enu four five seven two eight three two oh four six
01:00
Speaker 2
Okay. The, actually, one second. What is your serial number and mobile number, please? [silence]
01:00
Speaker 1
A-2-0-5-1-9. And the model number is EA6300. [silence] Winston Harrison.
02:00
Speaker 2
Okay. all right. what is your first name and last name?
02:00
Speaker 1
do go. Spelled out that would be D as in David, E as in Earl, L L as in Larry, Larry and then W L A W as in William, IE as in Ine and Nancy, number 5 and then Delwin 5, Delwin 5. What's your name? Can you repeat that slowly?
03:00
Speaker 2
All right, thank you. And what is your email address? DARWIN 5@AOL.com right. [silence] All right. Gerald, my name is Gerald. Sure, so that's Gerald.
03:00
Speaker 1
J... E... R... a... a... D. Okay, Ursula. Now, uh, I'm just... Yeah, my Internet is working. Uh, in fact, I have V-y-O-I-P telephones, uh, and wouldn't be able to talk with you if my Internet is not working. But I'm... Every my main computer, my desktop computer is working fine. But I'm trying to connect this note just to start using this notebook, and I've never used the notebook. So it's taking me through a process here to to set it up just to get it started to see if it works, and I'm at the step where it says you need to connect to a network. And nothing is happening there. I did pick link this, but I hit enter nothing changes. So, uh, uh, they told me to call you to see if [silence]
04:00
Speaker 2
correct on checking know do you have problem with your internet the so the internet is working got it right
04:00
Speaker 1
Oh if you can help me through the stages of the process. No I can't even use the computer because this is a step I have to go through to get it started. It says let's connect you to a network. So I see number of networks. I saw spectrum network. I call spectrum. Spectrum said no they are not my network. It's linksist so they gave me your number to to call to help me get by this because I I point to the linksist ending in 519, but it's not doing anything after that. It's not. So I don't know what how to.
05:00
Speaker 2
So, I, are you, let me just make sure I understand it. So, you went to your notebook computer or laptop, uh, settings, right, and you can find the, the Linksys network, right, or you, you cannot. [silence]
05:00
Speaker 1
the this Linksys attached to my new computer. Yeah, I have more than one links. I have 1519. I have one five five G-Z. So I I, uh, uh, I what's that? That's what I'm trying to do. I'm saying I, I, I, I tap on it. I tap the screen and hit enter and nothing happens. It's not telling me it's right, it's wrong. It's just [silence]
06:00
Speaker 2
all right, so, hold on one second let me make sure really understand it I need to know, so uh, you can see your linkedsyswifi network in the list, right Okay, those are your network. Did you tried connecting to those network? Did you tried connecting to those network, does the 5 G Hertz or the 2.4, you tried what happened,
06:00
Speaker 1
information anyone need to create the global net and link on the left. Mm-hmm. O. Kaye. Okay, goodbye. You can't do anything. You can't do anything for me, right? Kaye. Goodbye.
07:00
Speaker 2
Let me explain. We're not trained with computers, OK? We support Linksys router. It doesn't sound like a Linksys issue. But this, if I would try to help you with that, let me make sure that the that we still support this router. Let me double check that first. OK. So this EA 6350, the support of this ended 2025. We no longer support this model number. Bye-bye. We can't do anything for this model number. Right. Goodbye.
08:00