V2 Rubric Detail — 0a5d6984-710a-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 02:52
Duration
9m 34s
Contact
Joseph Sishvein
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Pagurayan
HappyFox Case
#GI00134898
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: IN_BEFSR41_Calling for a Discontinued Linksys Cisco Unit.
⚠ Auto-Zero applied: Agent avoided troubleshooting and resolution (Avoidance/Evasion) by dismissing the case solely due to product age without attempting any best-effort support, violating OOW standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent identified the device as legacy and immediately declined support, offering only a manual and suggesting contact with Cisco. No troubleshooting, tools, or ownership were demonstrated, and the customer was left without a path forward. This constitutes Avoidance/Evasion, resulting in an unresolved outcome and auto-zero.

V1 Case Analysis

Customer reported BEFSR41 router (serial: C2111031237246) with only power light on. Agent incorrectly referred to Cisco and offered no troubleshooting. Sent user manual via email. No valid resolution path provided.

Troubleshooting Steps
  • Attempted to obtain model and serial number from the label.
  • Identified the device as a legacy, discontinued model.
Key Observations
  • Agent incorrectly referred the customer to Cisco, which is not a valid Linksys support channel (contradicts KB guidance).
  • No troubleshooting steps were performed despite the KB providing basic LED interpretation and power-cycle guidance for legacy devices.
  • Agent did not offer any self-help resources beyond the user manual, despite the KB emphasizing Knowledge Base and support.linksys.com for out-of-warranty devices.
  • Agent failed to acknowledge that the BEFSR41 is a standalone router (not mesh) and did not provide model-specific guidance from the KB.
Positive Highlights
  • Collected customer contact information correctly.
  • Attempted to obtain model and serial number despite customer difficulty.
  • Correctly inferred the device was out of warranty and discontinued.
Agent Errors / Gaps
  • Incorrectly referred the customer to Cisco for a Linksys product, contradicting KB guidance (universal_support_contacts.md states to direct customers to support.linksys.com).
  • Did not perform any basic troubleshooting steps (e.g., power cycle, LED check) despite the KB providing clear guidance for hardware faults (universal_escalation_guide.md).
  • Did not offer any self-help resources beyond the user manual, despite the KB emphasizing the Knowledge Base and support.linksys.com for out-of-warranty devices (universal_support_contacts.md).
  • Did not acknowledge or use model-specific guidance for the BEFSR41, which is a standalone router (not mesh) and requires different troubleshooting steps (adjacent_connecting_devices.md, universal_firmware_update.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the model is discontinued and 'we may no longer proceed with anything in terms of troubleshooting,' offering only a user manual and suggesting contact with Cisco.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed; agent did not ask for LED status, reboot, or check connectivity despite customer describing a non-functional device.
R3 Not Met Correct resolution path conf 96%
Agent dismissed the case due to product age without attempting best-effort troubleshooting (e.g., factory reset, firmware check, or basic setup steps) as required for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms beyond power light only, asked no diagnostic questions about network setup, ISP, or configuration, and failed to determine a root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used—agent did not attempt remote access, check admin interface, or guide customer through local login despite available self-service paths.
T3 Partially Met No misinformation conf 89%
Agent correctly identified the product as legacy and unsupported, but incorrectly advised contacting Cisco, which is not a valid support path for Linksys hardware.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent collected basic information and opened the call professionally, but failed to set expectations, manage transitions, or maintain control when ending the interaction abruptly.
C2 Not Met Confirmed understanding conf 93%
Agent did not adapt communication to customer's difficulty reading small text, used no plain language, and failed to confirm understanding during model/serial exchange.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership—offered minimal assistance, suggested contacting another company, and did not follow through on even sending the promised user guide.
O2 Not Met Proactive follow-through conf 93%
No clear next steps or timelines were provided; 'I can send you the user guide' was vague and no confirmation or follow-up commitment was made.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation was performed and none was warranted given the agent’s decision to close the case without troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent used only generic acknowledgment ('I understand') without sincere empathy or recognition of customer effort in reading labels or bringing their own equipment.
X2 Not Met Tone & rapport conf 93%
Agent maintained a procedural tone throughout, failing to adjust pace or style to customer’s visible struggle and confusion.
X3 Not Met Overall experience conf 95%
Customer repeated model and serial information multiple times due to difficulty reading; agent did not streamline input or reduce effort by summarizing back.
Call Transcript17 turns · 18 lines
Speaker 2
Welcome to link 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.link.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 your service options, press 2. 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 defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.link.com. [silence]
00:00
Speaker 1
yes pause Joseph Feshmane That's correct. F-I-S-H-B-E-N I-N. N Yes Right. Right.
01:00
Speaker 2
thank you for calling Lennox. This is Larry. Is this your first time calling? All right, since you're first time to call I'm gonna create a record for you. Uh will start with your first name? Uh Joseph J O S E P H. okay how about your last name sir? S I S H V E Y N as in Norway that's the last last letter. okay thank you and how about your phone number please?
01:00
Speaker 1
7 4 3 2 1 5 1 8. That is correct. D U D A 1 4 1 5 @ AOL.com. Now D. David. That's correct.
02:00
Speaker 2
347-432-1518. All right, thank you. Your email email address, please. budada1415@AOL.com. Okay, thank you. And uh, yeah, we'll start with uh, the information about the Linksys unit you're calling about. Uh, we need the model and serial number, please. [silence] 4.7 [silence]
02:00
Speaker 1
[silence] [ silence ] [silence] uh let me see where these another number another number another number okay the model numbers that I have here is be like boy so small UFS. S like Sam R41. Yeah, boy, boy Edward Frank S like Sam and R like Robert. Level 41. [silence] No, this is the [silence] it says [silence] in.
03:00
Speaker 2
starts with b like boy, right? It doesn't doesn't look or it doesn't read like a Lynx system. Can you check the serial number if we have it or maybe find or check if there is a brand that says Lynx on it, sir. I've never encountered this particular model. Okay. Is this the model number? Bravo Echo Frank Sam, Romeo 41. Let me check.
04:00
Speaker 1
[KEEP_UNCERTAIN] If I see it correctly, very, the lettering is very tiny. It's so hard for me to read. But I think I think I got it. Yeah, this here, everything is so small. Uh, yeah, C, cat like, cat 21 1103 12 12372 I believe it's a six at the end. Yeah. Uh, one second. What I just saw before. What's before the seven, what did I tell you? Yeah, it is a three.
05:00
Speaker 2
I think bear with me a sec, yeah, I think this is one of the, yeah, this is actually one of the classic models we had before, uh, can you find a serial number, by the way? [silence] That was.
05:00
Speaker 1
Yeah, yeah, yeah, it is a three, and then I looked back and thought maybe it was a nine. So small. I think it's a three. Well, I think it is a three. It's hard for me to tell because it's very tiny. But I think it's a three. It's either a three or a nine, and then after that was seven. No, again, the sea 2:21:10:3:12. I see there are three and a nine, I'm not sure. Then you have seven, two, four, six I believe is the last number. You're welcome. I got it. I got it. I got this for my son, so I don't know how-
06:00
Speaker 2
three mm-hmm so nine is the okay okay the the last number you mean mm-hmm mm-hmm okay thank you all right thank you and I believe you've had this for a couple years right I don't recognize the model number at first but when I search it
06:00
Speaker 1
I'll tell you something, I am using over here, I want to some, some home over the summertime and I got service from spectrum. And they told me I could bring my own motors, so I got, my son gave me this motor. Yes, I don't know exactly how old it is or whatever it is. Now I'm trying to connect to him and they tell me that, they tell me that the the their modem is working, but they say it I should must be something with the router.
07:00
Speaker 2
I see, I understand, Sir. HMM. HMM. Yeah. Yeah, I understand. Well, just to set your expectation from here, Sir, this is actually one of the early models we had. It's a classic one. It's a legacy model. We no longer manufacture this and in fact, we no longer support this.
07:00
Speaker 1
I mean, I, it's connected and the only light that's on the front is a little light that says power. There's no other lights on. So, yeah, there are a number of lights, but, yeah, there are a number of lights, but none of them are on. [silence]
08:00
Speaker 2
yeah so from here I can only send you maybe um uh user manual for this particular model on your email but in terms of supporting this over the phone I apologize we may no longer uh proceed with anything in terms of uh troubleshooting procedure since uh this model has been discontinued for for a while already for a long time already. it means it may not be online anymore because there are a number of lights I believe in front of it for this particular unit. I see. It may need uh some configuration we're not sure if if the product is still functioning correctly but uh yeah I think uh let me see here
08:00
Speaker 1
Okay. So I guess I could throw it out. I guess. All right. Good. Thank you very much. Bye bye. [silence]
09:00
Speaker 2
For this particular one, I think I can, what I can assist you from here is basically send you the user guide, or you may actually contact Cisco for this particular unit also for you to be assisted accordingly. But for Linksys, it's already end of support for this particular unit, sir.
09:00