V2 Rubric Detail — 1213edfc-7429-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 02:11
Duration
7m 54s
Contact
Christopher Stovall
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00135263
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfigure
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B) – agent dismissed the customer's request without providing any troubleshooting or support.

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 collected the serial number and warranty status, then declared the router out-of-warranty and end-of-life, offering only a recommendation to buy a new model. No diagnostic steps, tool usage, or technical guidance were provided, and the call lacked empathy, clear communication, ownership, or appropriate escalation. The issue remains unresolved.

V1 Case Analysis

Customer attempted to set up EA6100 router. Agent incorrectly stated device is end-of-life and out of warranty, provided no setup assistance or troubleshooting. Call ended without resolution.

Troubleshooting Steps
  • Collected customer name, phone, and email
  • Attempted to capture serial number
  • Stated device is out of warranty and end-of-life without system verification
Key Observations
  • Agent incorrectly claimed EA6100 is end-of-life and unsupported, which contradicts Linksys KB documentation.
  • No setup guidance or troubleshooting steps were provided for a new router setup request.
  • Agent referenced invalid URL 'link sys.com' instead of correct support domain.
  • Long silences and fragmented communication throughout the call.
  • No verification of warranty status via system was demonstrated in the transcript.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Incorrectly stated the EA6100 is end-of-life and unsupported — this model is covered under standard support per KB.
  • Failed to provide any router setup instructions or troubleshooting steps for a new device setup.
  • Provided invalid support URL 'link sys.com' instead of https://support.linksys.com
  • Did not verify warranty status in system before making eligibility determination.
  • Excessive silences and poor call control degraded communication quality.
  • Gave no self-help resources or next steps for customer to attempt setup independently.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated no technical support available due to end-of-life status and recommended purchasing a new router instead of resolving the setup issue.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only collected serial number and warranty status; no troubleshooting steps were performed.
R3 Not Met Correct resolution path conf 96%
Agent dismissed the case because the device is out-of-warranty and end-of-life instead of offering best-effort troubleshooting for setup.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process – no symptom identification, no targeted questions about the setup problem.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools, resources, or KB articles that could have helped with the setup.
T3 Not Met No misinformation conf 98%
Agent claimed the EA6100 is 'end of life and end of support' and therefore cannot be supported. The KB (universal_firmware_update.md) explicitly lists the EA series as supported for firmware updates and local access via http://192.168.1.1, contradicting the claim that no technical support is possible.
Communication
C1 Not Met Clear & professional language conf 95%
Long silences, no clear framing or call control; the call ends abruptly after the agent’s recommendation.
C2 Not Met Confirmed understanding conf 94%
Communication is fragmented, many repeats of 'the line is not clear,' and the agent never confirms the customer’s understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent does not take ownership of the setup issue; simply tells the customer to buy a new router.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps or timeline for resolving the current problem; only a vague suggestion to purchase a new model.
O3 Not Applicable Closure confirmation conf 100%
First contact – no prior history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent decides not to escalate despite providing no troubleshooting; the decision to not escalate is inappropriate.
E2 Not Met Escalation prep & handoff conf 93%
No escalation was performed; therefore the execution criteria are not met.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Only a brief apology; no genuine empathy or acknowledgment of the customer’s frustration.
X2 Not Met Tone & rapport conf 94%
Agent does not adapt tone or pace; continues with scripted, disjointed speech.
X3 Not Met Overall experience conf 95%
Customer is forced to purchase a new router; no effort was made to simplify or resolve the current issue.
Call Transcript12 turns · 14 lines
Speaker 1
I am trying to, set up one of my a Lynx's AC 1200 smart router.
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 1 now. For Out of warranty products, paid support may be available. Please have your devices 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 Linksys. S S S B. How can I assist you? Oh, this is a brand new device that you're trying to setup. Oh, would you like to register the product and then try to set up the device? I can help you with that. Oh, what's the serial number of the device? Okay, let me see. Okay. So what are the troubleshooting steps you've already tried? [silence] the first time that you used it? Was it given to you? Oh, the first time that you used it. Was it given to you? Was it given to you, sir? Buy a company. Oh, wow. Okay. What's the model number of the router? Dot dash Victory and what's the serial number? 5103? 4 4, 11. 4 4, 11 3 5 115 CF 2 3 2 3 2 2 2. 1 5 C F 2 3 2 3 2 2 2. 1 5 C F 2 3 2 3 2 2 OCF 4 O 2 1 4 1, 2, 2 OCF 4 O 2 1 4 1, 2, 2.
00:00
Speaker 1
08 501
02:00
Speaker 2
So two six Romeo one zero six zero seven eight zero eight five zero one sir. Okay let me check the serial number and stay on the line. Sir can I have your phone number so just in case we got cut off then I can call you. Mhm. 71707893693. And while waiting for the result of the serial number sir, may I ask if this is your first time calling Linux? Okay sir allow me first to gather some of your information to create your case on our system. How about your first name? So that's C-H-R-I-S-T-O. H-E-R. [silence] Thank you, sir. [silence] How about your last name? [silence] Can you spell out the last name? [silence] Thank you, sir. [silence] And is it okay to ask for your email address as well?
02:00
Speaker 1
Her.
04:00
Speaker 2
1. uh sorry sir. 1. I'll try to hold on first. uh uh hold on first. 1. The line is not clear. why? 1. Let me just adjust something in my end. 1. Okay? Can you repeat sir after the Chris? 1. provider says 1. uh yeah. 1. Um-hmm. 1. Okay, so sorry sir. 1. Uh your email address? 1. Okay, so email address is Christopher D. Stobol. 1. Okay? So that's your first name and then D for Delta and then your last name at bell south.net.
04:00
Speaker 1
"
05:00
Speaker 2
Attention system for back to my [silence] Okay, sir. Yes, I have it here with me, the result. Uh sir? Yes, sir. Gmail.com. Sorry, sir. And then your, um, Internet Service Provider is AT&T. Okay, let me just double check the model now EA6100. Okay. Hold on, sir. The Hersey, H to 3 one two four my router is one [silence] [silence] [silence] [silence] [silence] [silence] 192.168.0.1 [silence] Okay, sir. Yes, I with you. The result sir. Yes, sir. [silence]
05:00
Speaker 1
all right.
06:00
Speaker 2
Do really apologize to inform you that this router is already an out of warranty device since it'll has one year of warranty only and aside from it's out of warranty, it belongs to the end of life and end of support already sir. So as much as I really want to provide a technical support to you but since it belongs to the end of life and end of support. So there's no more technical support on this one, sir. I'm really sorry to inform you. Okay yes I really don't know who belongs it to but it belongs to the end of life and end of support. So I can recommend to you sir our newest mesh model. You can check it on our website linksys.com and online also okay?
06:00
Speaker 1
[silence] Hello, I'm here. Okay, thank you. You too. Bye.
07:00
Speaker 2
Hello, sir. Oh, yes, sir. So, how about this one, you can upgrade this router to our latest model, sir. For example, our MX2000 or the Wi-Fi 6. Our MX6200, sir. It's much easier to set up. You can check our website link sys.com, okay? For our newest model and then our product and service center, sir. So, check our website, okay? Or check online. Once you have a new Linksys device, you can call us here for assistance, sir. You're welcome, sir. You have a nice day, then. Bye, sir.
07:00