V2 Rubric Detail — 1b9edeea-65dd-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 21:32
Duration
6m 4s
Contact
205-356-8590
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all troubleshooting and responsibility by falsely claiming the product was unsupported, providing no valid resolution path, and ending the call prematurely.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, incorrectly claimed the device was unsupported with no basis in policy, and ended the call without offering any help or next steps. This constitutes a clear case of avoidance/evasion, resulting in an unresolved outcome and triggering an auto-zero.

V1 Case Analysis

Customer reports Wi-Fi connected but no internet on legacy BEFSR41 router. Agent confirmed device is unsupported (EOL 2022) but provided no troubleshooting or self-help resources. Recommended replacement.

Troubleshooting Steps
  • Collected serial number from customer
  • Confirmed model number as BEFSR41
  • Determined device is out of support
Key Observations
  • Agent correctly identified BEFSR41 as a legacy E Series device (KB confirms BEFSR41 is End-of-Life and unsupported).
  • No basic troubleshooting steps were performed despite customer having functional ISP service (TV/phone working via Spectrum).
  • Agent did not offer any self-help resources (e.g., KB articles, support.linksys.com, or chatbot) despite the device being unsupported.
  • Call ended abruptly without confirming customer understanding or offering alternative support paths.
  • No case number was created, and no documentation was provided for follow-up.
Positive Highlights
  • Accurately identified the BEFSR41 as an unsupported legacy device per KB guidance
  • Collected serial number correctly despite phonetic spelling
  • Maintained professional tone throughout the call
Agent Errors / Gaps
  • Failed to perform basic WAN/Wi-Fi diagnostics (e.g., power cycle modem/router, check WAN status, isolate modem) despite customer having functional ISP service
  • Did not provide any self-help resources (KB articles, support.linksys.com, or chatbot) for an unsupported device
  • Did not create or reference a HappyFox case number
  • Ended call without offering email follow-up or documentation
  • Did not confirm customer understanding or empathy for the unresolved issue

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ended the call without resolving the internet issue or offering any valid path forward such as troubleshooting, self-help resources, or escalation.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., reboot, modem test, WAN check) were attempted; agent skipped diagnostics entirely after misidentifying the device.
R3 Not Met Correct resolution path conf 96%
Agent assumed lack of support based on age without confirming warranty status and failed to offer best-effort troubleshooting for an older device.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms systematically, asked no relevant diagnostic questions (e.g., about ISP, WAN status, or configuration), and jumped to unsupported conclusions.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., speed test, web interface access, firmware check) were used despite the clear need for diagnostic verification.
T3 Not Met No misinformation conf 96%
Agent made factually incorrect claims: 'no longer manufacturer' and 'technical assistance ends last 2022' — no such policy exists in KB; support is based on warranty, not discontinuation.
Communication
C1 Not Met Clear & professional language conf 96%
Agent lost control of the interaction, repeated requests for model/serial, failed to clarify confusion, and ended the call abruptly.
C2 Not Met Confirmed understanding conf 95%
Agent used inconsistent addressing ('sir'), failed to adapt language to customer's description, and did not confirm understanding of the issue.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disowned the case immediately upon suspecting an old device, offering no ownership or effort to assist.
O2 Not Met Proactive follow-through conf 98%
No next steps, timelines, or follow-up options were provided; customer was left with no actionable guidance.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 94%
No escalation was performed and none was warranted since the agent refused service outright rather than evaluating escalation criteria.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy, did not acknowledge the customer's effort or frustration, and remained transactional and dismissive.
X2 Not Met Tone & rapport conf 96%
Agent maintained a rigid, unresponsive tone and failed to adjust to customer confusion or engagement level.
X3 Not Met Overall experience conf 96%
Customer had to repeat unclear model/serial information multiple times due to agent confusion, increasing effort unnecessarily.
Call Transcript11 turns · 11 lines
Speaker 2
[silence] 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 w.w. register.linksys.com. Please have your device serial number ready. [silence] For assistance, press 1 now. [silence] For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. [silence] 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. [silence]
00:00
Speaker 1
Yes, ma'am, I'm at my sister in-law's house. She's got internet issues. What we've got, she's got good signal coming in.
01:00
Speaker 2
We'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.Linksys.com. You can also connect with other users for tips and guidance at Reddit.com/r/Linksys. Hi. Thank you for calling Linksys technical support. This is Rio. How can I assist you both today?
01:00
Speaker 1
From Spectrum, her TV service and her phone is working. Her Wi-Fi network. I show connected to her Wi-Fi network with excellent strength but no internet access. So I'm thinking I'm looking at an issue with the Linksys router. I'm assuming that, I'm assuming that it's probably out of warranty. I have the serial number if you want to confirm, but I'm betting it is. Sure. C is in, Charlie, 2-1-5-0-E E-1-0-8-1-6-6. [silence] Two-0, E E, 1-0-8.
02:00
Speaker 2
All right, got it, sir. Thank you so much. All right. Can you provide it to me, sir? [silence]
02:00
Speaker 1
That's correct. Tiny letters. B E Fs eight four one version four. I think. Yeah, Lynxeth Ethernet fast cable slash DSL router with 4-port switch. It says model number. Let me get my phone out.
03:00
Speaker 2
Sure. Just let me correct it. it's C for Charlie 2 1 5 6, P for Papa 160. What's the model number for this device? Is that a link device, sir? Oh, that's not the model number, sir. Do you see any other model number there?
03:00
Speaker 1
let me if it's little letters i have the b e f s r four one version Baker Edward Frank Sam
04:00
Speaker 2
Hold on, sir. Are you referring to a switch. A switch. sir.
04:00
Speaker 1
It says it's a Ethernet cable slash DSL router with four port switch. Okay. I I suspected it was probably old. Okay. I we'll just be getting a new one, I guess. Thank you very much, ma'am. You too. Bye.
05:00
Speaker 2
Oh, uh, unfortunately, sir, I was able to take a look with the device that you have here. Unfortunately, this device we no longer manufacturer, and we no longer provide technical assistance sir, for this broadband router because this is part of our oldest uh model, sir. The technical assistance for this and yeah, it will it ends last 2022. Thank you so much, sir. You have a nice day ahead. Bye bye.
05:00