V2 Rubric Detail — 121a0ce4-6a8a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 20:21
Duration
7m 22s
Contact
Rodd Ruiz
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133813
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoids responsibility by falsely claiming the product is unsupported and offering only a delayed, unverified guide instead of providing immediate best-effort troubleshooting required for OOW devices.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to provide any meaningful support for the customer's new WRT1200AC router setup issue, falsely claiming it was unsupported and offering only an unverified future guide. No troubleshooting, ownership, or accurate information was provided, constituting clear avoidance of support duties. The interaction resulted in no resolution and meets the 'Avoidance/Evasion' auto-zero criterion.

V1 Case Analysis

Customer unable to set up new WRT1200 AC router; agent incorrectly stated model unsupported and promised to email a setup guide. Email address was misheard.

Troubleshooting Steps
  • Collected serial and model numbers
  • Checked internal knowledge base for support status
  • Offered to email a manual/setup guide
Key Observations
  • Agent incorrectly claimed the WRT1200 AC is no longer supported, despite it being listed in Linksys KB as a supported product.
  • No actual troubleshooting was performed — agent skipped basic steps like accessing the router UI or checking physical connections.
  • Customer's email was misheard and recorded incorrectly, reducing the likelihood the guide will be received.
  • Agent failed to verify access to the router's web interface or confirm the admin password, which are standard first steps for setup issues.
Positive Highlights
  • Agent correctly asked for the model and serial number at the start of the call.
  • Agent acknowledged the product was brand new and attempted to offer a customized setup guide as a next step.
Agent Errors / Gaps
  • Incorrectly stated the WRT1200 AC is no longer supported and that no one is trained on it — this contradicts Linksys KB.
  • Failed to perform any basic router setup troubleshooting (e.g., accessing http://192.168.1.1, checking WAN status, verifying admin password).
  • Misheard and incorrectly recorded the customer's email address as 'daviddavid.ruiz2024@gmail.com' instead of 'rod.ruiz2024@icloud.com'.
  • Did not confirm whether the router was receiving power or if the WAN/Internet light was on — basic visual diagnostics were skipped.
  • Did not guide the customer through the factory reset procedure, which is standard for unresponsive new routers.
  • Provided no self-help resources (e.g., KB articles, setup videos) during the call, relying solely on an email that may not arrive.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states the product is no longer supported and offers only to email a guide; the customer's core issue (router not connecting) remains unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps are performed — no questions about physical connections, power, lights, or setup mode; agent jumps straight to declaring the product unsupported.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly treats OOW status as a reason to stop helping; per rubric, best-effort troubleshooting (setup, reset, firmware, local access) is required even for OOW devices, but none is attempted.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic process: agent does not ask about symptoms (e.g., LED status, connection attempts), environment, or configuration; jumps to conclusion without evidence.
T2 Not Met Appropriate tools / resources used conf 95%
Agent does not use any tools (e.g., KB lookup for setup steps, admin UI guidance, LED interpretation) that would be appropriate for a new router setup issue.
T3 Not Met No misinformation conf 97%
Agent misstates model as 'WRT-12V' (not a real model), incorrectly claims support ended in 2023 (WRT1200AC is in KB and supported), and repeats wrong email address (Daviddavid.ruiz vs. Rodd.Ruiz).
Communication
C1 Not Met Clear & professional language conf 94%
Call lacks framing, clear expectations, or control; agent allows long silences, does not manage transitions, and ends abruptly without confirmation.
C2 Not Met Confirmed understanding conf 93%
Agent fails to adapt: uses technical terms without explanation, mishears and repeats incorrect email without verification, showing no comprehension check.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent does not take ownership — offers to send a guide later with no commitment tracking, then ends the call without ensuring resolution or follow-up.
O2 Not Met Proactive follow-through conf 92%
Promises a customized guide 'in five minutes' but gives no delivery confirmation, timeline, or method; no follow-up plan established.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history exists to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — this was a basic setup issue resolvable at L1 with proper effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent shows no empathy for customer frustration with a new non-working device; uses only generic closing remarks without acknowledgment.
X2 Not Met Tone & rapport conf 93%
Agent does not adapt to customer’s pace or tone; mishears critical information and does not adjust to ensure understanding.
X3 Not Met Overall experience conf 93%
Customer repeats serial/model and email; agent does not use information efficiently or reduce repetition, increasing customer effort.
Call Transcript16 turns · 16 lines
Speaker 1
[silence] Hello, Dhruv. Pot what can we do to help? Do we troubleshoot the problem Drip for you yes, um, I have one of your products and I'm trying to connect a router and Wi-Fi and
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 may be available depending on your issue. To hear more, 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. You be calling, yes, if my name is Gerald, even out.
00:00
Speaker 1
All that but it's not cooperating with me and I'm just trying to get some help here. uh where do I find it? I'm looking at the okay the serial number is where at the top. Um, give me a second. uh let me look at it. Hold on. Okay. Uh serial number is 1-6-R-1-0-6-0-A as in apple 5-0-1-8-8 088. Uh model number is
01:00
Speaker 2
Can you give me the serial number and model number of that router? What is it? [silence] In the [silence] model number.
01:00
Speaker 1
Is that WRT 1200 AC? Model number is WRT 1200 AC. It's, I it's brand new. I just took out of the box. I purchased it through an on an online auction.
02:00
Speaker 2
All right sorry, let's try to fix my statement here. So DL-LRT1200 AC. All right let me check. When was the last time it was working? It's brand new. All right let me. Okay. Where did you purchase this one?
02:00
Speaker 1
An option house. Okay, there's no way to return it to I bought it. So it doesn't work? Doesn't I can't use it. Is that what you're saying? Okay, could you please because _ yeah, because the box is brand new and it said it came with a quick setup, but it didn't.
03:00
Speaker 2
is it still OK? So I checked the model number right here, WRT-12V. Unfortunately, supported it's already ended 2023. So if you can return that return it back. We can no longer support this one. I think it might work. But regarding the assistance we can no longer assist this one. No one is trained with this router anymore. What I can do is I can send you the manual guide how you can set up this router.
03:00
Speaker 1
It didn't have it in the box. I looked it up online to see what how to set it up. Doesn't look very hard, but it doesn't want to connect. Okay, can Okay, great. Thank you. Can you I So it's Rod, R-O-D-D dot R-U-I-Z 2-0-2-4@iCloud.com. That's correct.
04:00
Speaker 2
[silence] Alright, then I'll send some troubleshooting guide as well, in case it didn't work. What's your email address? Yeah, email. Mm-hm. Okay. I'll read it back. So that's member Daviddavid.ruiz2024@gmail.com, right? Mm-hm.
04:00
Speaker 1
Spectrum. I and I created an online account, but I never got a welcome email address. I never got a welcome email from your website on your company website. Well, I can't even create an account without a specific model. [silence]
05:00
Speaker 2
Who's your internet provider? Right. You can no longer use the email account because it has been discontinued so it won't work.
05:00
Speaker 1
[silence] All right. Sounds good. All right, sounds good. Thank you so much.
06:00
Speaker 2
Now, for all the market number, the account is for remote access, and we no longer do remote access. But you can still login using the local access, though admin password. That's admin password. Let me take it now. Okay, how about this one? I'll find the uh the the manual guide here. And if I uh couldn't find it, I'll probably just create a a guide for you, a troubleshooting guide and set up guide. Give me five minutes once we end the call. I'll customize the guide so that you can uh I'll simplify the guide so that you can easily follow the steps, okay? [silence]
06:00
Speaker 1
And I think with to stuff the left hat he said now that's it for now thank you bye yeah yeah
07:00
Speaker 2
Thank you so much for calling me up questions you wanna ask? alright, thanks so much for understanding you. Take care you. Bye bye
07:00