V2 Rubric Detail — 2104bb14-6c2e-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-19 22:28
Duration
9m 8s
Contact
Janice Byers
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134140
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent completely avoided performing basic, expected troubleshooting steps (e.g., reboot, check WAN, access router UI) for a common 'connected but no internet' issue, despite being technically feasible and within best-effort scope for an out-of-warranty device.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting or provide a resolution path for a standard connectivity issue, redirecting the customer to self-help resources without attempting basic diagnostics. This constitutes avoidance of responsibility, especially given the expectation of best-effort support for out-of-warranty devices. The interaction resulted in no progress, no empathy, and unnecessary customer effort, leading to an unresolved outcome and a critical compliance failure.

V1 Case Analysis

Customer reports Wi‑Fi shows signal but no internet. Collected EA‑8100‑B‑2 info, confirmed out‑of‑warranty, offered support.linksys.com article and paid support, ticket LCS00134140 created. No troubleshooting performed.

Troubleshooting Steps
  • Collected device model and serial number
  • Verified warranty status (out of warranty)
  • Recorded ISP information
Key Observations
  • Agent did not perform any technical troubleshooting for the reported connectivity issue.
  • No diagnostic steps such as power cycling, checking WAN status, or accessing the router interface were attempted.
  • Agent immediately pivoted to paid support without attempting standard free troubleshooting steps.
  • Ticket number was provided but not clearly repeated or confirmed with the customer.
  • Agent correctly identified the device model and warranty status and collected necessary customer information.
Positive Highlights
  • Accurately collected and confirmed device model (EA-8100-B-2) and serial number (28N20M188A).
  • Correctly verified customer name (Janice Buyers) and email (missjsb@msn.com).
  • Confirmed ISP (Spectrum), which is relevant for WAN diagnostics.
  • Accurately stated warranty status as out of warranty.
  • Provided correct self-service URL: support.linksys.com.
  • Offered a valid support path via the official knowledge base.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting for a 'no internet' issue despite having a connected customer.
  • Did not verify WAN/Internet connection status via router login or physical LED check.
  • Did not instruct customer to power cycle modem and router.
  • Did not attempt to access the router via http://192.168.1.1 or http://myrouter.local to check settings.
  • Prematurely offered paid support without first providing actionable self-help steps.
  • Provided ticket number (LCS00134140) without clearly repeating or confirming it with the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or attempt any resolution path; only offered self-help website and paid support without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken—agent did not ask to reboot router, check WAN status, verify IP assignment, or test direct modem connection.
R3 Not Met Correct resolution path conf 96%
Despite the device being out of warranty, agent failed to provide best-effort troubleshooting (e.g., reboot, check settings via local UI, verify ISP status) as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only for model/serial and ISP, but did not identify symptoms (e.g., connected but no internet), ask about LED status, or perform logical root cause analysis.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used—agent did not attempt remote access, check router admin interface, verify WAN/DHCP status, or guide customer through basic diagnostics that were necessary.
T3 Met No misinformation conf 93%
Agent correctly stated warranty status and provided accurate support website (support.linksys.com) and paid service details.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained call flow and closed professionally with a ticket number, but failed to set expectations for troubleshooting or explain next steps beyond self-help.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple language but misread serial and email multiple times without confirming accuracy, causing unnecessary repetition and confusion.
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent did not transfer the call and issued a ticket number, but avoided ownership by not attempting to resolve the issue or commit to follow-up.
O2 Not Met Proactive follow-through conf 93%
No clear next steps were given—only a generic suggestion to visit the website, with no timeline, action plan, or commitment to further assistance.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue could have been addressed at L1 with basic troubleshooting.
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 92%
Agent showed no empathy for customer's frustration; remained transactional and procedural without acknowledging difficulty or effort.
X2 Not Met Tone & rapport conf 91%
Agent did not adapt to customer’s pace or confusion; continued with scripted responses despite repeated errors in data capture.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number and email multiple times due to misreads; agent did not reduce effort by using available data or simplifying input.
Call Transcript18 turns · 19 lines
Speaker 1
[ silence ] Yes, I was calling because my router isn't working. And, well, it's not, it's showing that when you hook it up to the internet,
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's serial number ready for assistance, press one now. For out-of-warranty products, paid support may be available. Please have your device's 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 Link sys. This is, how can I help you?
00:00
Speaker 1
It is showing that it has an excellent strength but when you go to connect, it's not connecting. Uh-huh. Uh-huh. Okay. Hold on. Okay, you said the serial number? Model number is EA-8100-B-2. Serial number is 28N20M188A [silence]
01:00
Speaker 2
Okay. So you're connected wirelessly, but there's no internet. You're connected to your network, but it shows no internet. All right. So there's a need for us to verify the settings of your Linksys router, ma'am. Can I have first the model number and the serial number of your Linksys device? Just try to look underneath it. Model number and serial number. Yeah.
01:00
Speaker 1
1 880 339 35. [silence]
02:00
Speaker 2
Okay, let me verify that if I get it right. This 28 and like Nancy, 20 m like Mary, 18 A for apples, one eight A for apples, 04 848. Alright, let me just check this serial number. It shows no data here. Um, can you read that back to me, ma'am? Sorry.
02:00
Speaker 1
848. JaniceB. Uhum, b-Y-R-S-E, M I S S J S B at MSN.com. Uh-uh. M E I S, as in Sam.
03:00
Speaker 2
Okay. All right. Got it. Okay. So, uh, ma'am, let me just square away your records. Can I have your name, please? Janice Buyers. And your email address, please. Okay, let me verify that again. It's M-I-S S J for John, S for Sam, S-P for Peter, at MSN.com.
03:00
Speaker 1
S. Sam, J. is in Jacob, S. is in Sam, B. is in Bob at MSN.com.
04:00
Speaker 2
Oh, B as in Bob. OK. All right. And who is your Internet provider, ma'am? Spectrum. OK. Yes. As I have mentioned earlier, maam, there's a need for us to verify the settings of this router. OK, do you have any computer available? Laptop or maybe desktop? So, while we need to access the router settings, it would be easier for us to use [silence]
04:00
Speaker 1
if I was Harold, found it.
05:00
Speaker 2
it would be easier for us to access it using your computer. Do you have any other wireless device? Aside from a computer. Do you have a wireless tablet or a wireless phone? Okay. Yeah, we could we can we can try to access your wireless phone and hopefully, we would be able to connect wirelessly and configure wirelessly using your Linksys router. Now, ma'am, I just verify the uh serial number and warranty status of your device. It shows that your router is already out of warranty. Okay? Um yes. And, for out of warranty devices ma'am, that's uh that means that you're no longer covered for free technical support. However, we can give you two options for this.
05:00
Speaker 1
to reinstall the router.
06:00
Speaker 2
It's either you go for our website. That would be support.linksys.com. You will find their articles and how to configure this linksys router. You can also take advantage of our AI tool at the bottom, right? So there's an AI agent. Uh, you can ask our AI on how to install this linksys router because it seems that you need to reinstall this router because it's not getting a connection. So that's the first option. Yes, somewhat like that ma'am, because there's no connection, so you're like, uh, reinstalling it, okay? So, uh, that's the first option, okay? Our website. And that would be support.linksys.com. The second option is our Paid Connect service that will cost you $[REDACTED_PAYMENT_DIGITS], 1, 5. It's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting ma'am. And this service is non-refundable.
06:00
Speaker 1
I don't have an hour right now. Mhm. Okay. All right. What time do y'all close if I wanted to do the pay the paid service? Okay. Okay. [silence]
07:00
Speaker 2
So, how would you like us to proceed? Hmm. yes, I understand. but you can try first our Web site. it's for free, okay? uh, that would be support.linksys.com. okay. uh, right. um. Well, uh, we are closed up until 11:00 Eastern Standard time. All right, ma'am. So, yeah, if ever you happen to change your mind, you can always give us a call back and I'm going to leave you a ticket number. You may take note of this ticket number. You're ready?
07:00
Speaker 1
Okay. 1, 3, 4, 1, 3. Okay. Okay, thank you. Thank you. Mhm. Mhm.
08:00
Speaker 2
Ticket number is L for Lima, C for Tom, S for sam. zero zero one three four one four zero. one four zero. okay. all right. thank you so much for your time ma'am. This is Eppi from solid KL. thank you for calling. Have a great night. Take care. Bye bye. Hello, Ms. Janice. I'm sorry ma'am. You forgot to hang up. I'm just waiting for you to hang up. Okay. Thank you again.
08:00