V2 Rubric Detail — 09b3167c-70ed-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 23:24
Duration
15m 54s
Contact
Angela
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134878
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA3500 - no internet
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all diagnostic responsibility by falsely declaring hardware failure and end-of-life status without evidence, offering no troubleshooting or support path.

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
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, misinformed the customer about the router being irreparably broken and obsolete, and offered no resolution path beyond purchasing a new device. No tools were used, no troubleshooting conducted, and no empathy or ownership demonstrated, resulting in a complete avoidance of support duties.

V1 Case Analysis

Customer reports no internet despite router being powered and connected to modem. Agent did not perform any diagnostics and advised replacement, citing end-of-life status.

Troubleshooting Steps
  • Asked for model and serial (information not captured)
  • No further diagnostic steps performed
Key Observations
  • Agent did not verify WAN status or perform basic troubleshooting (cable check, power‑cycle, direct modem test).
  • Model and serial numbers were not captured correctly, violating protocol.
  • Agent declared the device dead without evidence and gave an unverified cost estimate.
  • No warranty lookup or eligibility discussion was performed.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to collect accurate product model and serial number.
  • Did not follow standard troubleshooting flow for no‑internet issues.
  • Provided inaccurate/unsupported claim that the router is end‑of‑life and broken.
  • Did not verify warranty status or offer proper replacement process.
  • Lacked empathy and clear communication; gave vague statements and music/silence markers.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent declared router broken and must be replaced without resolving issue or offering valid troubleshooting path.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps performed; agent skipped diagnostics and went straight to replacement recommendation.
R3 Not Met Correct resolution path conf 95%
Agent recommended immediate replacement without confirming product status or attempting best-effort OOW troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked only for serial number and when problem started; no diagnostic questions about WAN, lights, or modem.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., router UI, modem test, LED check); relied solely on serial lookup without validation.
T3 Not Met No misinformation conf 94%
Agent incorrectly claimed router is 'broken' and 'no longer compatible' without evidence or technical basis.
Communication
C1 Not Met Clear & professional language conf 93%
Agent provided no structure, framing, or control; interaction was disjointed and prematurely ended.
C2 Not Met Confirmed understanding conf 92%
Agent did not adapt language or confirm understanding; used vague terms like 'system inside is no longer compatible'.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; dismissed issue and told customer to buy new router without follow-through.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up provided; call ended with no resolution plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent failed to escalate despite lack of troubleshooting; escalation was warranted but not initiated.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy; ignored customer frustration and did not acknowledge effort spent.
X2 Not Met Tone & rapport conf 94%
Agent used one-size-fits-all tone; did not adjust to customer confusion about serial number or lights.
X3 Not Met Overall experience conf 95%
Customer repeated serial number multiple times; agent created unnecessary effort by not assisting.
Call Transcript11 turns · 11 lines
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 one now. For out of warranty products, paid support may be available depending. 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.
00:00
Speaker 1
This is Ronald conselor? I'm calling. I can't get internet. Yet your router is uh, is on. And it's connected to the modem, but the internet won't come on. And I was told by Cisco to call you because it's your, it's your model.
11:00
Speaker 2
And this is the reason you're calling. My name is Nathan. May I know who am I speaking? Mmm. Can you give me the model, our serial number of your device? Mmm.
11:00
Speaker 1
It says L-Y-S-C-E-S. Okay, I have to go in the room again to get it. Oh, boy. Okay. It's L-Y-S-C-E-S, capital E, capital C.
12:00
Speaker 2
Now to see underneath the router, there is a serial number. Tell me, what is the serial number? Take a picture. [silence]
12:00
Speaker 1
A 3500 on the router, on this one. What's the serial number? There's a bunch of numbers on the back. I don't know what they are. I can start with the first one. 1 2. 1 2 capital C 1060 4 2 3 1 9 1 5 5. Okay. Excuse me. I didn't hear you. [silence]
13:00
Speaker 2
Mm-hmm. Do you have the serial number on the router? Yes. Yes. Yes. SN something like, okay, go ahead one two. All right, let me take a look and let me see if there's a product. Since when did the problem started?
13:00
Speaker 1
This morning. I've been working on it all day. It worked fine last night when I turned it off. It was a Roku. Um, streaming. I watched a movie, turn it off. This morning I turned it on and says internet not connected. And I've been going through it all day. Well, the lights are on. [silence]
14:00
Speaker 2
[silence] The problem started. [silence] All right. [silence] I've found the problem. [silence] The router is already end of life and end of support. You had this router since 2013. [silence] That was 13 years ago. [silence] Ah, but it's already broken. Now, you may need to replace the router. Your router is broken. [silence] You cannot fix this one. [silence] [music] Don't worry. [silence] It would cause you around $50.
14:00
Speaker 1
Well, I'm not going to get another Cisco because I'll get a, you know, I'll, I, okay, I'll have to uh, hmm. I have a Spectrum store would be better. I get that, I guess. But why would the light still be on if it's broken? The lights not broken. The lights are on. Okay, thank you. Okay. Okay. Got it. Bye.
15:00
Speaker 2
and that's the only thing you need to do, get a new one. you can call, you can call eclectrum. they can give you for free. hmm. yes, yes, you can go there. uh, the light is broken. there is a problem on the compatibility. alright, allow me to explain to you. the router physically is working, okay? the system inside is no longer compatible, it's obsolete. this is, alright? you got it, right? alright, bye, bye for now.
15:00