V2 Rubric Detail — 30bba528-6525-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 23:36
Duration
7m 41s
Contact
William Cohan
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133049
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: BEFSR41_No Internet Connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by prematurely declaring the router end-of-life and end-of-support without verifying symptoms or attempting any resolution steps, effectively evading support obligation.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provided technically inaccurate information, and dismissed the customer by recommending a new purchase without attempting resolution. Multiple critical failures in technical accuracy, ownership, and communication resulted in an unresolved case and meet the Avoidance/Evasion auto-zero criterion.

V1 Case Analysis

Customer reports BE-EFS R41 router (serial C216070013023) powers on with solid power and internet LEDs but no devices connect. Out-of-warranty. Agent incorrectly stated the router is wired-only, performed no troubleshooting, and advised purchasing a newer mesh system. Issue unresolved.

Troubleshooting Steps
  • Collected customer name, phone, email, and serial number.
  • Confirmed out-of-warranty status based on customer statement.
Key Observations
  • Agent incorrectly stated the BE-EFS R41 is a wired-only router at [05:00], which is a factual inaccuracy and contradicts KB/product specifications.
  • No troubleshooting steps were attempted despite standard protocol for a non-functional router.
  • Agent declared the device end-of-life and end-of-support without verifying model status in KB or providing evidence.
  • No concrete next steps, KB reference, or self-help path was offered after customer expressed frustration.
  • Agent failed to offer paid-support path clearly or explain its value, leaving customer with no operational path forward.
Positive Highlights
  • Collected complete customer information including name, phone, email, and serial number.
  • Confirmed out-of-warranty status based on customer input, aligning with support eligibility handling.
Agent Errors / Gaps
  • Incorrectly stated the BE-EFS R41 is a wired-only router at [05:00], which is a material technical inaccuracy and contradicts KB/product specifications.
  • Failed to perform any basic troubleshooting (power cycle, cable check, admin login, reset) despite standard protocol for a non-functional router.
  • Did not verify model lifecycle status before declaring it end-of-life and end-of-support.
  • Provided no technical next steps or self-help resources after customer expressed frustration and intent to disengage.
  • Failed to offer or explain paid-support path, leaving customer with no resolution path.
  • Poor communication: long silences, no acknowledgment of customer frustration, and incorrect technical statements.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the connectivity issue; instead advised customer to purchase a new router without restoring functionality.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., power cycle, cable check, LAN/WAN light verification); agent immediately shifted to product end-of-life status.
R3 Not Met Correct resolution path conf 96%
For an out-of-warranty device, agent should have offered best-effort troubleshooting (e.g., factory reset, local UI access), but instead only recommended replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify specific symptoms (e.g., LED states, connection method) and skipped diagnostic questions; incorrectly assumed issue was due to product age rather than configuration.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., no request to access http://192.168.1.1, no remote diagnostics, no ping or speed test suggestion) despite a clear connectivity issue.
T3 Not Met No misinformation conf 94%
Agent incorrectly stated the BEFFSR41 is a 'wired-only' router with no wireless capability — this model is documented as a dual-band Wi-Fi router, making the claim factually wrong.
Communication
C1 Not Met Clear & professional language conf 96%
Agent lacked call control: repeated requests for already-provided info, no clear structure, and failed to manage transition from data collection to troubleshooting.
C2 Not Met Confirmed understanding conf 95%
Used overly scripted language, did not adapt to customer’s growing frustration, and failed to confirm understanding or simplify explanations.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; abandoned resolution path after declaring product end-of-life, offering no self-help steps or follow-up.
O2 Not Met Proactive follow-through conf 96%
No specific next steps given (e.g., how to check firmware, where to buy replacement); vague direction like 'purchase online' lacks actionable detail.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted — issue could have been addressed at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
After customer expressed frustration ('piece of junk'), agent showed no empathy and continued with scripted end-of-life explanation.
X2 Not Met Tone & rapport conf 96%
Agent did not adjust tone or pacing in response to customer’s anger; maintained monotonous, robotic delivery throughout.
X3 Not Met Overall experience conf 97%
Customer had to repeat serial number, email, and purchase date multiple times; agent failed to use previously provided information efficiently.
Call Transcript15 turns · 15 lines
Speaker 1
Yeah, I have links just runnig just runnin It doesn't seem to be working.
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 depending on your issue. To hear more, 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 Carla, how may I help you? Okay. And was this working before, sir? [silence]
00:00
Speaker 1
No, it's not. It's out of warranty. Okay. It's B-E-F-F-S-R-41, serial number C2160 70013023. Correct. Spectrum. [silence]
01:00
Speaker 2
Is this working before? OK. So before we continue, may I ask the model number and serial number of that router? OK. Let me just check if I got it correctly. That's, C for Charlie, 2160, E for Edward, 703023. OK. OK and who's your internet service provider? [silence]
01:00
Speaker 1
970 243 5690 Also, William Cochann as in Alpha, 2293 Broadway, Grand Junction, Colorado. Okay. Cochann pe as in Papa Echo at Breslin Bravo Romeo Easy Sierra November Alpha November dot net
02:00
Speaker 2
All right, can I have your phone number as well? All right, and how about your first name and last name? Your first name and last name. Okay, Cohan spelled as C-O-H-E-N? Okay. All right, how about your email address? Sorry, email address, sir. Sorry, your email address, not your home address.
02:00
Speaker 1
No. No, I don't. It is Cohen, P as in Paul, E as in Ellen, C-E on Bresnan.net. Yes. I installed it on uh March 3rd of this year. What?
03:00
Speaker 2
Oh. Okay. All right. Again, your email address is Cohen. Your last name. And then P-II-ITOD-Ward. Bresnan.net. Correct? Uh-huh? Yes? Mm-hm? Yes. Okay. Again, that's B-R-E-S-N-A-N. Okay, thank you. And how long you had this router? Mm, how long you had this one? Sir, like, you've been using this for a while already?
03:00
Speaker 1
I bought it from I believe office depot. yeah, in fact it doesn't even doesn't even show anything connected to it. I've got a a printer and a uh laptop connected to it and neither one shows it shows nothing connected. The power light is on and the internet light is on. But it does not show the the uh laptop to be connected.
04:00
Speaker 2
Did you bought this router or someone give it to you? Okey. Alright, and your concern right now is you don't have internet connection? Okey. Okey. Okey. [ silence] Because this router that you have is a wired router. It'
04:00
Speaker 1
It's a cable connected, Yes? Yes. Well, it's not even connect, it's not even showing connections to my laptop or my printer. No, I bought it in March. I bought it in March. I installed it on March 3rd, 2026, this year.
05:00
Speaker 2
Wireless, yes, okay, it's not wireless, so it's just only good for cable connection, okay? So the internet connection on this router is not working, correct? That's what your main concern right now? Okay. Okay. Okay. Alright. You bought it, you mentioned you bought it last march? Okay. Alright. Thank you. Alright, um, before we do start for any troubleshooting sir, let me just inform you about the status of this product. You see, as per our records, for your recent purchase, you only availed of the one year warranty.
05:00
Speaker 1
[silence] I can understand why it's a piece of junk. [silence] Okay, what type of router do they make? [silence] I don't have wireless service for the love of God.
06:00
Speaker 2
[silence] This router which is the BE-EFS R41. [silence] Okay. This router that you have sir is already end of life as well as end of support. Okay. [silence] End of life means Linksys are no longer manufacturing this type of routers. [silence] Okay? [silence] And [silence] [silence] Linksys are no longer [silence] provide um no longer manufacturing this type of routers. [silence] [silence] And then um um [silence] we're now more on a mesh network router. Right? More on a wireless router. [silence] Well the um [silence] [silence] Okay? [silence] And for the end of support sir um that means that um Linksys will no longer provide [silence] [silence] [silence] any type of software or hardware updates for this router. [silence] [silence] Correct? [silence] Yes sir. [silence] [silence] What can I do in this case? [silence] Okay you can get our newer model router that [silence] both offer [silence] security updates [silence] and performance upgrades. [silence] Okay? [silence] And [silence] where can I purchase? [silence] You can purchase online [silence] or in retail stores. [silence] [silence] [silence] [silence]
06:00
Speaker 1
Oh, sweet Jesus. I bought it new. All right. Thank you very, very much. Goodbye. Have a nice day.
07:00