V2 Rubric Detail — 0f7fc4b8-6136-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 23:27
Duration
7m 59s
Contact
510-846-4111
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
HappyFox Case
Support Country
United States
Product Family
Unclassified
CSAT
Sentiment Trajectory
Auto-Zero applied: Critical protocol failure: agent skipped mandatory new-device triage, failed to collect model/serial, provided inaccurate technical guidance, redirected to ISP without troubleshooting, and abandoned the call without resolution or proper escalation.

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 completely failed to perform basic triage, provide accurate technical support, or maintain ownership. Instead, they gave non-Linksys advice, misdirected the customer to AT&T for wiring, and ended the call without resolution. This represents a total breakdown in protocol, accuracy, and customer care.

V1 Case Analysis

Customer reported no warranty and a device that would not reset/connect; agent gave no troubleshooting and suggested calling AT&T for wiring. No resolution achieved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never asked for model or serial number despite warranty script.
  • Provided unrelated advice about AT&T wiring instead of router troubleshooting.
  • Call contained long silences and no clear diagnostic steps.
Positive Highlights
  • Agent used the standard warranty disclosure script at the start.
Agent Errors / Gaps
  • Missing product identification (model/serial).
  • No structured troubleshooting flow for reset or mesh setup.
  • Off‑topic recommendation to call ISP for wiring.
  • No clear next‑step or closure provided.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent ended the call with 'I'll end the call' without resolving the issue or confirming any outcome.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed — no request for model/serial, no power cycle, reset, or LED check.
R3 Not Met Correct resolution path conf 97%
Agent suggested calling AT&T for in-house wiring instead of following new-device triage or assessing hardware fault.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify the symptom, ask diagnostic questions, or determine root cause; drifted into unrelated advice.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (router UI, logs, remote access) were used despite clear need for device inspection and configuration check.
T3 Not Met No misinformation conf 96%
Agent incorrectly advised customer to have AT&T run internal wiring as a fix for a router setup issue — not technically valid.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost call control, provided no structure, and shifted focus to irrelevant ISP wiring instead of router setup.
C2 Not Met Confirmed understanding conf 94%
Agent used confusing, non-technical language and failed to confirm understanding or adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — redirected to AT&T and abandoned the case without completing any Linksys support action.
O2 Not Met Proactive follow-through conf 96%
No clear next steps or timeline given; only vague suggestion to 'call AT&T' without follow-up plan.
O3 Not Applicable Closure confirmation conf 92%
First contact — no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Agent failed to escalate to proper support path; instead misdirected to ISP despite no evidence of ISP-related issue.
E2 Not Met Escalation prep & handoff conf 96%
No escalation executed — customer was sent to AT&T without documentation, proper handoff, or notification of process.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy or acknowledgment of frustration; remained detached and unresponsive to emotional cues.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pace; continued with irrelevant advice despite customer confusion and disengagement.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat information and given unnecessary external steps (calling AT&T) that increased effort.
Call Transcript3 turns · 9 lines
Speaker 1
Hold on. It is in warranty or warranty is done? No warranty. What was this on off? This is on off. It’s a device power on power off. You can on and off. How about rest? Reset will again you’ll have to go all the [silence]
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 serial number ready. For assistance, press one now. For out of warranty products paid support, please have your device 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
From, from starting we should set it up. Oh, okay. Want to reset it? Okay. Oh, did you have iPhone 11? Yes. Is it good? Yes. Was it a major upgrade? But summarize it. How much did you go for? I traded in my old device. At AT&T. Okay. Yes. What's up in progress? Well, normally, you know, we have to set up on the phone. There. [silence] Yeah, that is first time only. Oh, first time only. [silence] [silence] [silence] Yeah, that is all good. We did that. That is also first names. So not Internet, huh? Not Internet. Either way. Either way is local connection. Give it a minute. Give it a minute. And as you can do one thing. You can actually get a A T you're watching a lot on this. You can actually call the engineer. Engine Mm. He will come and do the wiring for you. So that is better for you. No problem. Every room you have an Internet. But how you mean the wireless? Just that wiring. He will bring it from outside the house, whichever room you want you will put multiple places like that. It now motor. Yeah. Ready for setup? Yeah. Now go. So if you do that, you don't need this. And you can have, you don't need you don't need this anymore. You can get through your regular internet connection, whichever network you want. You put two modems, you know, the and the. But to move them, they they I have to pay to AT&T, right? No need. One payment, one account, multiple models. Just networking. Oh. Actually, these things also will work if you have. So I'll call AT&T for what uh. You call AT&T and ask if they will do wiring, internal wiring. Oh, internet uh. Internet wiring. Online. In-house wiring. Oh. You ask them in-house wiring. They will do. And then they charge me? They will charge. One time. Okay. But you will not have this headache. Because your modem is always running. You don't need to go back of this. And so I think little. The, the, the, the, the, the, the, the, the, the, the, okay. It's connect. It's connected. Okay. Because he, he, he don't want me to use things that he want me to use. Okay. Normally why I suggested is the speed is very good if you use that. My friend in Sacramento, he bought one or two modern, he want it from outside. Internet wining he did everything. outside. And outside in the sense. 1 from outside, is they will run the wire 1 full house. Oh, 1, inside the house, they will run the wire. Which again, room you want, they will do connection. But it was wireless. So actually, what I'm saying is you have one modem, right? Yeah. That is enough. That modem is enough. The same connection, it will run the wire across your home. Oh, okay. Okay? And for getting Wi-Fi, you can have this like this one also you can use. This one also you can use. But you will connected directly through internet. Oh, okay. This internet is there, right? Yeah. We'll connect in this internet socket. It's the next. Click here. It is not actually working. No, it is not connected, actually. So, okay, one moment. Okay. All right. I'll end the call.
01:00