V2 Rubric Detail — 2982fa1c-65a3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 14:38
Duration
5m 38s
Contact
Cathy Inscoe
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#GI00133108
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Product Compatibility.
⚠ Auto-Zero applied: Avoidance/Evasion (B) – agent avoided the technical issue entirely, introduced irrelevant medical content, and provided no actual support.

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent completely failed to address the customer's technical inquiry, introducing an irrelevant medical discussion and offering only a generic email guide. No troubleshooting, tool use, or ownership was demonstrated. The interaction constitutes clear avoidance/evasion, resulting in an unresolved outcome and a critical compliance failure.

V1 Case Analysis

Customer (Kathy) switching ISP needs help reconfiguring AC2200 mesh router but is not on-site. Agent failed to collect model/serial, asked unrelated medical questions, and only promised a generic Wi-Fi Fix It guide. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent engaged in extensive off-topic medical questioning about eye redness ([01:00]–[02:00]), indicating a severe protocol and communication breakdown.
  • No collection of model number or serial number despite customer offering box labels and serials ([02:00]).
  • No troubleshooting steps performed; only a generic guide was promised, which is not specific to mesh setup or ISP transition.
  • No KB-backed guidance was provided for mesh reconfiguration after ISP switch.
  • Call ended without any validation, confirmation, or structured next step.
Positive Highlights
  • Agent offered to send a generic Wi-Fi Fix It guide, though it was not specific to the customer's mesh/ISP transition issue.
Agent Errors / Gaps
  • Engaged in irrelevant medical questioning about customer's eye redness ([01:00]–[02:00]), which is a serious protocol and compliance violation.
  • Failed to collect product model number or serial number despite customer offering box labels and serials ([02:00]).
  • Did not confirm on-site access or ability to perform actions before proceeding.
  • Provided no actual troubleshooting or technical guidance; only a generic guide was promised, which is not specific to mesh setup or ISP transition.
  • Did not verify warranty status or eligibility for support, despite customer asking about warranty duration ([04:00]).
  • Allowed the call to end without establishing a valid operational closure path or structured next step.
  • Misidentified customer name as 'Kary' at end of call ([05:00]), indicating poor attention to detail.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve warranty status or router setup; only offered a generic guide and asked customer to call back with more info.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., reboot, firmware check, ISP type); skipped all diagnostic process.
R3 Not Met Correct resolution path conf 96%
Agent gave vague 'three-year support' without verifying model/serial, failed to look up warranty, and did not pursue correct path.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify technical symptoms; instead introduced irrelevant medical discussion about eye redness.
T2 Not Met Appropriate tools / resources used conf 95%
No use of warranty lookup tools, device database, or KBs despite clear need for model/serial verification.
T3 Not Met No misinformation conf 97%
Provided irrelevant medical advice and inaccurate warranty info; no correct technical guidance given.
Communication
C1 Not Met Clear & professional language conf 97%
Agent lost control of call, shifted to unrelated topic (eye redness), and failed to set clear expectations or structure.
C2 Not Met Confirmed understanding conf 95%
Used confusing language ('series routers'), did not confirm understanding, and failed to adapt to customer's remote situation.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Immediately deferred to 'call back later' instead of taking ownership; no attempt to assist during current interaction.
O2 Partially Met Proactive follow-through conf 89%
Gave next step (email guide, call back) but it was generic and did not address core issue; timeline vague ('3–5 minutes').
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this inquiry type.
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 98%
Showed no empathy; introduced bizarre medical topic instead of acknowledging customer's frustration or effort.
X2 Not Met Tone & rapport conf 96%
Failed to adapt tone or pace; customer became disengaged due to confusion and irrelevant dialogue.
X3 Not Met Overall experience conf 97%
Forced customer to repeat info and call back; created unnecessary effort instead of resolving remotely.
Call Transcript12 turns · 12 lines
Speaker 1
it's in the jungle walk. This thing in. Hi, Regina. This is Kathy. I'm not sure that my Linux is still under warranty and I just need a couple questions. We are switching our internet provider.
00:00
Speaker 2
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 ceramic number ready for assistance. Press 1 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 products, paid support option may be available depending upon the issue. Hi, thank you for calling Linksys. This is READ VINO. Can I help you today?
00:00
Speaker 1
And I am just trying to figure out how hard it is to redo my Lynx to hook it up to the new internet. Yes. INSCO I N S C O E 303 503 0665 @gmail.com, A, Z AS IN Zebra, V AS IN Paul, I AS IN igloo, 74 at gmail.com. Yes, ma'am.
01:00
Speaker 2
Hold on a sec. No, wait a second. Okay, so I totally understand your concern, Kathy, but may I know your last name also? And your callback number? And your email. So it is AZPiza174 at gmail.com. Okay, so back to my concern, so I'm seeing the lower part of my eye, like the lower lid and the bottom, that part is very red. What could it be? Um, how long has it been happening? I would say close to nine to eight months. Okay. And the symptoms started who? Oh, no, uh, not uh... The symptoms basically I'm getting is like I'm getting redness in that part area. And especially when it comes to itching, if I keep on itching it and like if I'm on my computer or my phone, I happen to do that a lot just like that, maybe that could be a cause to why. Okay. Does it occur at like a certain time of day or certain, like when you are doing a certain thing?
01:00
Speaker 1
We have three routers. Um, that I'm not sure. I've got the box labels. And I'm not at the house. Um, I have the serial number for all three of them. I've got the the box labels off of them. Can I just give you that? Would you be able to tell from that? My cat. No, I'm not. They're in Florida and I'm in Colorado right now. I I have a property manager.
02:00
Speaker 2
And how many links is router do you have Cathy? Okay, so you have series routers? Can you please provide the serial number of the main router? Mhm. Yes, but are you concurrently beside with your links is devices.
02:00
Speaker 1
OK, so, compensation. Okay, that would be great. OK, how, go ahead, once I get home, right, I'm sorry. OK.
03:00
Speaker 2
Okay. So, regarding with that, Kathy, since you cannot provide the information of your Linksys router, how about this one? I will send you our Wi-Fi fix it service guide that has a quick and easy solutions for common out of warranty issues that includes how to reset a router and how to set up that again. Okay, so just please wait three up to five minutes after this call for the email instruction. And once you got home, feel free to go ahead. Feel free to call us back so that you can continue to gather your product information and provide troubleshoot.
03:00
Speaker 1
okay uh what about how long is the warranty on the product? I I know when I got it I'm not sure how long the warranty is. uh I believe it is I've got two different things DN0 011 046 or a WH number. Okay, I've also got [silence] three years okay. All right all right. See I just don't know what
04:00
Speaker 2
Regarding with that one, but can you still remember your the model number of the router? Okay, but regarding with that one, I cannot guarantee if I can provide the warranty period of the Linksys device. So, make sure that you're going to provide its serial number. But most of our mesh, but most of our mesh, the Linksys devices, Kathy, we can provide three years support.
04:00
Speaker 1
What model number? Because I've got several different numbers on here like a FG number. I've got the serial numbers. Mesh router AC 2200. Is that the model? Okay. Okay. Okay. Alright. We will do that then and I'll look for the email with the instructions. Thank you. Bye-bye.
05:00
Speaker 2
No. I see. well better for you to call us back so that we can assist you further. Okay. So thank you so much, Kary, for calling us and have a great day. Bye.
05:00