V2 Rubric Detail — 24b8dc52-69b0-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 18:21
Duration
9m 5s
Contact
Alongra Maldonado
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133642
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400_no internet connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing technical support by immediately deferring to a paid service without any diagnostic effort, despite the customer having a valid issue and being referred by their ISP. This constitutes evasion of support responsibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-52.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, offered only a paid service without assessing the issue, and showed no empathy or ownership. Despite the device being out of warranty, best-effort support was not provided, violating Linksys OOW guidelines. The interaction constitutes avoidance of support responsibility, warranting an auto-zero for Avoidance/Evasion (B).

V1 Case Analysis

Customer reports E5400 router shows green LED but no internet. Agent confirmed out-of-warranty status and offered paid $15 support; no troubleshooting or self-help guidance provided.

Troubleshooting Steps
  • Collected serial number and model
  • Confirmed LED is green (solid)
  • Asked about ISP status
Key Observations
  • Agent did not perform any basic troubleshooting (reboot, power-cycle, WAN verification) before offering paid support.
  • No self-help resources, KB articles, or safe basic guidance were provided despite the issue being a common WAN/internet setup problem.
  • Premature escalation to paid support without exhausting free assistance options per KB guidance.
Positive Highlights
  • Accurately captured customer name, email, and serial number.
  • Correctly identified the router model as E5400.
  • Provided clear information about the cost and scope of the paid Connect service.
Agent Errors / Gaps
  • Failed to attempt standard troubleshooting steps (reboot, power-cycle, WAN verification) as outlined in the KB for Internet/WAN setup issues.
  • Did not offer or direct customer to self-help resources (KB articles, online chatbot) before proposing paid support, contrary to KB guidance for out-of-warranty customers.
  • Did not verify router admin access or attempt local login (192.168.1.1) to diagnose WAN/internet connectivity.
  • Minimal communication empathy; did not recap or summarize the issue clearly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent stated they could no longer provide free technical support due to warranty expiration and offered only a paid service, with no resolution attempted or achieved.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed — agent did not ask the customer to restart the router, check LED status beyond color, or verify physical connections.
R3 Not Met Correct resolution path conf 97%
Agent denied assistance solely based on warranty status without attempting best-effort troubleshooting (e.g., power cycle, factory reset, firmware check), violating OOW support standards.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to conduct a logical diagnostic process — no questions about LED behavior, network configuration, or prior changes; skipped root cause identification.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (e.g., admin UI access, speed test, logs) were used or suggested, despite the issue requiring investigation into router status and WAN connectivity.
T3 Not Met No misinformation conf 95%
Agent provided no technically accurate troubleshooting guidance; only information shared was about paid support and warranty policy.
Communication
C1 Not Met Clear & professional language conf 96%
Agent did not set expectations, frame the interaction, or maintain control — immediately pivoted to paid service without diagnosing or guiding the call.
C2 Not Met Confirmed understanding conf 95%
Communication was transactional and did not adapt to customer’s level; no confirmation of understanding or simplification of technical concepts.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent refused to assist without payment, showing no ownership of the issue despite customer’s clear problem and ISP referral.
O2 Not Met Proactive follow-through conf 96%
Only next step offered was paid support; no free follow-up path, timeline, or self-help steps (e.g., reboot, reset) were communicated.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff context to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent failed to escalate or attempt resolution — instead dismissed the case due to warranty status, which is not a valid trigger for denial of best-effort support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed or attempted.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy — response was dismissive ('I could no longer provide you free technical support') without acknowledging customer frustration or effort.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt to customer’s emotional state; continued with scripted paid-service pitch despite customer expressing ongoing connectivity issues.
X3 Not Met Overall experience conf 96%
Agent increased customer effort by requiring payment for basic support instead of offering immediate, actionable troubleshooting steps.
Call Transcript16 turns · 18 lines
Speaker 1
Thank you for listening to support.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. [silence] For in-warranty products, our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register.linksys.com. [silence] Please have your device's serial number ready. [silence] For assistance, press 1 now. [silence] For out of warranty products, paid support may be available depending on your issue. [silence] To hear more about your service options, press 2. [silence] If you're experiencing issues with your Linksys product [silence] and it's no longer under warranty, [silence] paid support is available for a minimal non-refundable fee. [silence] This includes up to 60 minutes of phone support with our technical specialists. [silence] If your product is found to be defective, no refund or replacement will be provided. [silence] Please stay on the line to proceed with the paid phone support [silence] or get help from our AI-powered support bot at support.linksys.com. [silence] You can also connect with other
00:00
Speaker 1
[silence] Hello. I'm having issues with my router. Um, it's not allowing me to connect anything. Uh it was working fine and all of a sudden it just stopped working. Sure. Let me edit it. Let me see.
01:00
Speaker 2
[silence]
01:00
Speaker 1
[silence] [silence] It is 30-n as in Nancy, 10-m as in mom, 2-a as in apple, d as in dad, 1-8-1-9-3. [silence] [silence] 193. [silence]
02:00
Speaker 2
All right, let me verify again. The serial number is 3-0-N for Nancy, 1-0-M for Mike, A for Apple, D for David, 1-8-1 9 6. All right. So, the serial number you provided corresponds to the serial number.
02:00
Speaker 1
Yes. correct. Um, I actually don't even see it light. I only see where the internet is like connected and it's like a green it's like blink. I mean, it's solid. But it won't allow nothing to connect. I don't I don't know.
03:00
Speaker 2
of your links router model e 5400. so this is the only links product you have there. right and what is the status of its slide uh is it solid or blinking?
03:00
Speaker 1
It's Alondra, A-L-O-N-D-R-A. [silence] My last name, it's M-A-L-D-O-N-A-D-O. N-A-D-O. Correct. Correct. Correct.
04:00
Speaker 2
All right, I'll first create a record for you. May I have your name now? A L O N SO N. Alondra. And your last name? M A L D O N A D O. M-O-L-D-O-N. A-D-O-N-A-D-O. Maldonado. Alondra Maldonado. All right, thank you. May I know your email address? [silence]
04:00
Speaker 1
you're a. my last name 10 18 at gmail.com No. 10 18 at gmail.com. 10 1 0 1 8 at gmail.com. Correct. Spectrum. [silence]
05:00
Speaker 2
[silence] [silence] Alonra. [silence] a Maldonado 23. [silence] pardon. [silence] a Maldonado 1018 at gmail.com [silence] [silence] And who's your internet service provider Alondra?
05:00
Speaker 1
No, and and it has an excellent signal, everything. It just won't let me connect and they told me it was the router. [silence] no, and it says no internet connection or it won't allow me like right now I was trying to link it to my TV and it won't allow me. It says no internet connection. [silence] but the signal is great, I already talked to Spectrum and they said it was the router.
06:00
Speaker 2
So right now, uh um uh uh um uh uh uh um, you cannot access your internet. It's showing uh, when you connect to your Wi-Fi network, it's showing an excellent signal strength. But uh when you access uh your internet, you cannot uh uh uh uh reach the site.
06:00
Speaker 1
I mean, it's green. It's not blinking fully, but it's like, um, how can I, how can I explain it? Like, Like you can see it's green, but it's not like a solid green. Okay.
07:00
Speaker 2
It's not, So since, uh, your spectrum, uh, say that their connection is okay, and they Find the fault to your Linksys router, then it could be your Linksys router, or that, uh, got disconnected. system, our records indicate that this router is already out of warranty. This product has a limited one year warranty, so s'already out of warranty, I could no longer provide you free technical uh support or assistance. If you want me mmhm, if you want me to uh walk you through the steps on how to reset or reconfigure your router, you will have to apply for the paid Connect service. It will cost you 15 US dollar that's only good for one session, a maximum of 60 minutes, and it's a one time non refundable technical support, which means if you ever have another issue again with your router and you call us back again, you will have to pay again $15 since
07:00