V2 Rubric Detail — 23a3541e-66ae-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 22:29
Duration
18m 0s
Contact
Bert Emerson
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00126894
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration_RE6500
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided all troubleshooting and redirected the customer without verifying device eligibility or attempting any support, despite clear guidance in KB that ISP-provisioned Linksys devices (e.g., SPNM series) are in-warranty and supported.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to identify that ISP-provisioned Linksys devices (like SPNM series) are in-warranty and supported, and instead incorrectly dismissed the case. No troubleshooting, technical accuracy, or customer ownership was demonstrated, resulting in complete avoidance of support responsibility. This constitutes a critical Avoidance/Evasion failure.

V1 Case Analysis

Customer reported inability to connect laptop/TV after Spectrum technician installed a new 'Spectrum setup F6' Wi-Fi 6 router. Agent confirmed device is not Linksys-supported and advised contacting Spectrum. No troubleshooting performed.

Troubleshooting Steps
  • Asked for model and serial number to confirm device type
  • Verified device is not a Linksys product
Key Observations
  • Agent correctly identified the device as non-Linksys (Spectrum-provided) based on customer descriptions ('Spectrum setup F6').
  • Agent did not attempt any basic troubleshooting (e.g., power-cycle, WAN connection check, admin page access) despite the customer's clear need for connectivity help.
  • Agent transferred responsibility to ISP without offering any self-help steps or guidance for the customer to try independently.
  • Customer provided clear clues about the device being Spectrum-provided, but the agent did not pivot to offer even minimal troubleshooting for a new router setup.
Positive Highlights
  • Agent correctly identified the device as non-Linksys and avoided providing unsupported guidance.
  • Agent maintained professionalism throughout the call.
Agent Errors / Gaps
  • Failed to provide any basic troubleshooting steps for a new router setup (e.g., power-cycle, WAN connection verification, admin page access).
  • Did not guide the customer to common router admin URLs (http://192.168.1.1 or http://myrouter.local) despite the customer having the Wi-Fi password.
  • Prematurely closed the call without offering self-help options (e.g., KB articles, email guidance) for an out-of-scope but resolvable issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide a valid resolution path; customer left without connectivity or clear solution.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps were performed—agent only requested model/serial number and did not test connectivity, reboot, or guide setup.
R3 Not Met Correct resolution path conf 90%
Agent assumed device was not Linksys without verification and dismissed support, failing to determine product status or offer best-effort guidance.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms, ask diagnostic questions, or determine root cause—only asked for model number repeatedly.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., remote access, KB, diagnostics) were used despite the need to verify device identity and connection issues.
T3 Not Met No misinformation conf 90%
Agent incorrectly stated 'we only support Linksys products' and failed to recognize ISP-provisioned Linksys devices are still supported per KB.
Communication
C1 Not Met Clear & professional language conf 90%
Agent lacked call control—repeatedly asked for model number without framing, managing transitions, or guiding interaction.
C2 Not Met Confirmed understanding conf 85%
Agent used technical prompts without adapting to customer confusion or checking understanding; communication was rigid.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent avoided ownership by redirecting to ISP immediately, without attempting any resolution or self-service support.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested calling ISP as next step but provided no timeline, follow-up, or confirmation of action.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was L1-level setup assistance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy or acknowledgment of customer frustration or repeated effort.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt tone, pace, or style to match customer’s confusion and growing frustration.
X3 Not Met Overall experience conf 90%
Customer repeated information multiple times; agent did not reduce effort or streamline interaction.
Call Transcript32 turns · 34 lines
Speaker 1
Hi, good evening. This is Emerson calling. Pardon? Okay, I just
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. 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 Linksys. This is Skylar. How may I help you? All right, hi, sir. All right, sir, how may I help you today? How may I help you?
00:00
Speaker 1
hooked up a new modem. And of course, I need to get the computer and the television online. So, I have the uh serial number and the Mac number. Oh, the model number? I don't know what that is. I didn't see that on the uh. I can give you the serial number. Would that help? Let me. Okay, hold on. Let's see if I can find the model. It's a dash 5 router. So I guess that's not going to be enough info, right? Okay, this.
01:00
Speaker 2
All right. Can you have the model number and serial number of your device? Yes. Uh, you can. Okay. How about just give me theSerial number? Mm-hmm. Okay. No, sir. Just give me first the serial number. I don't know, this is fine though. Um, are you looking underneath the ladder right now, sir? That's the one labeled as S/N or SN? Mm-hm. how about the model number sir you can see the model number on the sticker you can see their links right below that or it could be above if you're using the black device or like a tower if it is a tower you can check it at the bottom do you have the device right now with you
01:00
Speaker 1
I've got it upside down on the floor here. Uh how about an SAX 1V1S? Yes, this password is yellow340. No. Well, let's see. It's just one. One, it's got a blue app. It's got a. Uh let's see. Okay, let me look around there.
04:00
Speaker 2
All right. no sir, how about right below? you can see the Linksys, right? no, that's not the correct, uh, information. and the, on the top of this sticker, you can see there, Linksys, right? how many stickers at the bottom of the device? there two, or just one? okay. and then on the top of, okay. on the top of the sticker, you can see they're Linksys, right? the word Linksys.
04:00
Speaker 1
it's got a blue end on it you know but um it's not um I don't know if it's Illuminated. Yeah that's I haven't found any model number on it. you think that it would do that but um I'm trying to give you everything that it's got on it. it would say model number B4. Okay. Yes.
05:00
Speaker 2
Does it show or does it show model numbers or just model like say model or model number? What's the color of this the router that you have? Is it white or black? [silence]
05:00
Speaker 1
do I have the what? [silence] Oh, on the top. [silence] it's kind of an unusual thing. [silence] The only thing the only information is all on that one relief area of the housing. [silence] and I'm trying to look at it with a magnifying glass here. [silence] pardon?
06:00
Speaker 2
okay, on the top of the router, do you have their writings? Or E or ae something. On the top of the router. [silence] or try to check again but underneath the device again, sir. [silence] underneath the device or at the bottom. Try to check it again, okay?
06:00
Speaker 1
Let's say at the bottom gives a password on there. So can I use that password? Yellow, Yellow, bike, 340 to do have the laptop computer connect to it? Yeah, I know, the other one. Yeah. That's correct. Yeah, blue one. Well, there's a blue end and then there's a, I guess, a speaker on the other end.
07:00
Speaker 2
Can you see there again the word Linxys at the bottom? Um, yes, sir. You may try that one but I need to know first what is the model number of this router so that we could properly um check the device. Okay. On this, okay, um on this sticker right now, sir, on the sticker, again, only one sticker at the bottom, right? Um Key, uh Uh
07:00
Speaker 1
okay I'm looking some more reset internet these are the plugins to say where it goes does uh you said the sax and got it it's terrible is it a what a Linksys yeah should be because I had a service guy that came over
08:00
Speaker 2
type to check the sticker on the other end so if you could show their model number. is that is that is that lynxys sir? is it L-I-N-K-S-Y-S? yes.
08:00
Speaker 1
over from Spectrum, and he dropped this one off, and he said this should replace your other one because the other one, I guess, is outdated. 2025. So I hooked up the new one, and I'm not having any luck connecting to my laptop or the television. Well, it's it's it's supposed to say link. It's supposed to say link. I'll be darned. for longer.
09:00
Speaker 2
Yes, but we need to know the exact model number of this one so that we will know how to start up this device. Okay. Is that Linksys? Do you have there on the device itself, sir? Do you have their, yes, it should have like, yes, it should have their labeled LINKSYS, Linksys. What's the name of that device?
09:00
Speaker 1
Wi-Fi 6 router. What's the what? Well, it's whatever you got. I mean, the spectrum setup F6. Spectrum setup F6. Was that a question? Yeah. Yeah, a Fox strat. It's, it's a Wi-Fi 6 router. That's what it says on it.
10:00
Speaker 2
What's the brand? [silence] What's the brand? [silence] Is it an Aira modem or is it [silence] Aira router? [silence] Is it TP link? [silence] Mike, so it's just the Spectrum, right? [silence] F6? [silence] Yes. [silence]
10:00
Speaker 1
[silence] [silence] you got the serial and you got the MAC number. I've got the MAC number. Is that a model number? [silence] Yeah, okay. HW version 1.0. That's what that's on the sticker on the bottom.
11:00
Speaker 2
you um because if it if that is a Linksys device sir uh it should like give you on the sticker like they should have their LINKSYM as well as the model number no sir that's the MAC address or the physical address did your internet service provider advises you to call
11:00
Speaker 1
What about it? Well, that's odd. I mean, it came from your company, um, service person. And on the other... It's not a strike... Yes. Yes. Yeah, yeah, I called them and... [silence]
12:00
Speaker 2
Because we need to know, sir, again, the model number of this device, because there's a possibility that this is not a linksys, because if it is a linksys device, it shows it on the sticker, that you have the linksys. This is linksys, sir. This is not Spectrum. Your internet provider is Spectrum, right? It's Spectrum? No, sir, this is not Spectrum, sir. This is linksys. This is linksys technical support. We need to
12:00
Speaker 1
Well, you got me. This is this is more than I ever thought I would be getting into. And I can't I can't run the television or the computer, uh, because we're not connecting. So maybe, I don't know, I wonder if I can put this in that yellow. It says password, yellow 340. Hhhh. Yeah. Hhhh, well, I'm going to try that on my computer, anyway, to see. And then and then
13:00
Speaker 2
Like we only um supports lynx' products, sir? Hmm. Uh-huh. Uh-huh. I'm not really sure with that, sir, because um if that is not uh if that's a not a lynx' device. I am not familiar with it. Uh-huh. Uh-huh.
13:00
Speaker 1
I don't know how I'm going to get the television going. It sounds like I'm going to have to have a oh, it doesn't say it on this device. Oh yeah. Well, previously I did have a Linksys um router. And and of course, I want to update everything and uh, to get all my equipment to be functioning. So it's going to be a Linksys uh version 2.3. Then whatever comes along. I'll get with you to see if there can be a better way. But I'm also willing to get on the phone with you to see we can get this whole thing right. Okay. [silence].
14:00
Speaker 2
you may um you may try to contact your internet provider again, sir. Tell them that there's a technician that it comes it came to your house and provided this dimin device so that they can provide you technical support because uh tell them that you they know you're not uh using linksys's product, right? They um they probably assume, sir, they just assume that you're using linksys. Okay? That's why they advise you to call linksys.
14:00
Speaker 1
New laptop going but it wouldn't work when I put in that Linksys uh number. So uh I guess I will have to call for a service call. Mhm. Yeah, I know. Yeah. Yeah, that's what the the service guy that I came over last year to um figure out a problem that we had, oh, I think it was uh the television, and uh he did set that up with a separate uh [silence] phone link.
15:00
Speaker 2
uh-huh, uh-huh, yes, sir, so that if they give you a new device, they should be the ones to set up that new uh device that yeah, they provided, they should um like assist you to um set up, again, they probably assume so that that is Lynxess, that's why they advised you to call Lynxess, but it's not Lynxess device, it's their device, they're the one who provided it, right? uh-uh, uh-huh.
15:00
Speaker 1
memory uh box and I mean it was working fine then the computer was working fine right up until you know I just did this change out so how uh I'll try this password into here but it's not going to get the television working um so I'll call the I guess it's got to be California right office to set up my service Yeah.
16:00
Speaker 2
Mm-hmm. Mm-hmm. Uh. Mm-hmm. Uh-huh. Mm-hmm. Mm-hmm. Yes. Yes. It was the service guy from your internet provider that gives you this um wireless, right? Mm-hmm. Uh-huh. Yes. You need to um you call them that you have um that device-- a spectrum device-- with probably service and no service-- they just assuming that that is a Linksys but definitely it's not. Mm-hmm. Yes. Because it was a
16:00
Speaker 1
Okay. Yeah. Okay. All right. Okay. Thank you very much. All right. All right. Thank you. Bye-bye. Yellowbike 340. Yeah, I got it off. Wait a minute. I'll have to hang up. I forgot the... Okay.
17:00
Speaker 2
you need to call them that this is not a Lexis service but a spectrum device it was their service guy who gives you that gives you that modem or that device because as much as I would like to assist you, right now, sir, I'm not trained with that device it might get messed up more So better to verify it with them okay you're welcome sir So, thank you for calling this is Carla have a good day goodbye halo, sir? You forget to uh huh
17:00