V2 Rubric Detail — 321ed164-7b01-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 19:14
Duration
10m 58s
Contact
Joanne Kashuba
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00136411
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support WRT54GL
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to provide technical support based on product age and end‑of‑support status, directing customer to self‑help despite the OOW best‑effort requirement to troubleshoot setup, reset, or configuration issues regardless of warranty. This constitutes evasion of support responsibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent declared the router out of warranty and end of support, then refused to troubleshoot, offered only an inaccessible email guide, and gave technically inaccurate advice about laptop vs. desktop connectivity. No diagnostic steps, tool use, or empathetic engagement occurred, resulting in zero progress and a clear Avoidance/Evasion (B) auto‑zero trigger.

V1 Case Analysis

Customer cannot connect to Wi-Fi after setting a password on older Linksys router. Agent confirmed device is out of warranty and end-of-life. Offered to email generic guide but provided incorrect technical advice (e.g., laptops lack parts to connect to ISP). No troubleshooting performed.

Troubleshooting Steps
  • Collected serial number and email address
  • Asked for ISP name
  • Suggested power-cycle of router and computer
  • Advised using a desktop directly on the modem or cellular data to retrieve email
  • Offered to email a generic networking guide
Key Observations
  • Agent provided materially incorrect technical advice: claimed laptops cannot connect to ISP because they 'don't have the same parts' (transcript [09:00]), which is false.
  • Failed to perform any model-specific or general Wi-Fi troubleshooting despite customer having no internet access.
  • Suggested workaround (use desktop to connect to modem) is likely non-functional if modem requires router-level authentication (PPPoE, etc.).
  • Offered to email a guide to a customer with no internet access, making it immediately unusable.
  • Misnamed the customer as 'June' at the end of the call (transcript [10:00]).
Positive Highlights
  • Collected serial number and email address promptly and accurately.
  • Correctly identified that the router is out of warranty and end-of-life based on serial number.
  • Remained polite and professional throughout the call despite customer frustration.
Agent Errors / Gaps
  • Provided factually incorrect technical information: claimed laptops cannot connect to ISP due to missing 'parts' (transcript [09:00]), which contradicts networking fundamentals.
  • Failed to troubleshoot the actual issue: no steps taken to verify Wi-Fi settings, SSID, security mode, or perform a router reset.
  • Suggested a workaround (direct desktop-to-modem connection) that may not work if the ISP uses PPPoE or requires router-based authentication.
  • Offered an email guide to a customer with no internet access, rendering it useless without additional help.
  • Misidentified the customer's name, calling her 'June' instead of Joanne at call end (transcript [10:00]).
  • Did not verify or suggest checking the Wi-Fi security mode, which may have been set to an incompatible type (e.g., WPA3) for older devices.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the Wi‑Fi connectivity issue; only offered to email a generic guide that the customer could not access without internet.
R2 Not Met Diagnostic thoroughness conf 97%
No systematic troubleshooting was performed — no password verification, no admin UI check, no reset steps, no diagnostic questions about the network or device state.
R3 Not Met Correct resolution path conf 96%
Agent declared the router out of warranty and end of support, then stopped troubleshooting entirely, violating the OOW best‑effort standard which requires setup, reset, or configuration help regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms (wrong password vs. misconfiguration), asked no diagnostic questions about security mode, router lights, or recent changes, and failed to determine any root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, admin UI, logs) were used or suggested, even though diagnosing router configuration would have required them; agent relied solely on customer description.
T3 Not Met No misinformation conf 96%
Agent provided materially incorrect information: claimed laptops 'don’t have the same parts' as desktops for ISP connectivity — false; implied cellular data is unrelated to internet access — misleading; and gave no KB‑backed steps for password or setup issues.
Communication
C1 Not Met Clear & professional language conf 93%
Agent lacked clear framing, jumped to email offer without managing transitions, and lost control when customer pointed out they couldn’t access the guide due to no internet.
C2 Partially Met Confirmed understanding conf 87%
Language was simple and accessible, but agent never confirmed customer understanding or adapted tone to frustration and confusion about being offline.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disclaimed responsibility by stating the product was out of support and refused further assistance — clear abdication of ownership instead of taking responsibility for best‑effort help.
O2 Not Met Proactive follow-through conf 95%
Only a vague next step was given ('I will send you an email') with no timeline, no follow‑up commitment, and no acknowledgment that the customer couldn’t receive it without internet.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain or reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred, and none was warranted — the issue was within L1 scope (basic setup/connectivity) and should have been addressed with best‑effort troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy or acknowledgment of customer’s frustration; responses were transactional and dismissive of the customer’s inability to access help due to no internet.
X2 Not Met Tone & rapport conf 92%
Agent maintained a detached, transactional tone and did not adapt to customer’s emotional state, confusion, or repeated statements of being unable to get online.
X3 Not Met Overall experience conf 93%
Agent increased customer effort by requiring them to go elsewhere (cafe, friend) to access the emailed guide — an avoidable obstacle when the customer had no internet access.
Call Transcript15 turns · 16 lines
Speaker 2
welcome to Linksys support. to ensure quality service, your call may be monitored. certain products will be supported, while end of support products will have self-help options available. please have your serial number ready and stay on the line for assistants. while waiting, you may also visit support.Linksys.com for more information about your product.
00:00
Speaker 1
Hi. Hi, my name is Joanne. Um, and I have a Linksys router, and it's an older one, but uh, someone suggested that I put a password on it. And uh, to do that, I had to go to YouTube to find out how to do it. So, I got the password on, and then the next time I went to get on the computer, I can't get on. I mean, I can't get on the uh Wi-Fi. Yes, it's C L 7 C 6 U B is in boy. 0 5 0 8 6. Yeah. [silence]
02:00
Speaker 2
Thank you for calling Linksys. This is Ice. How can I help you? I see. May I have the serial number of your Linksys router?
02:00
Speaker 1
[silence] yes. Mm. Okay. Joanne Kaschiba, K-A-S-H-U-B-A. Joanne, J-O-A-N-N-E. Yes. Joanne. Mm. Right. Mm? J [laughter] As in Joanne.
03:00
Speaker 2
Repeat again. The serial number is C L C for Charlie, L for Lima, 7 C for Charlie, 6 U for Uniform, B for Boy, 0 5 0 8 6. is that correct? All right. Let me create a record for you, ma. Your first name is Julienne Joanne Kasha. All right. Thank you, Joanne. Uh, what about your email address? Joanne.
03:00
Speaker 1
OK. [silence] then Ha is a Tom S as in Sam, and H t as H a re at aol.com. [silence] right. [silence] the internet is Venus telephone company. I'm [silence] it's saying can't connect to this network.
04:00
Speaker 2
JT cash. Right, JT cash at AOL.com. Who is your internet service provider? So you just want to uh connect this lynx olhar. [silence]
04:00
Speaker 1
And I put my password in and it won't take it now. Right. Yes. When I when I put the password in it says checking network requirements. And then it searches for a while and then it comes back and says, cannot connect to this network. I don't know what's wrong. I tried disconnect. Oh, go ahead. I tried to yeah, I tried to disconnect the router and plug it back in. I tried to restart my computer and nothing's working. Oh,
05:00
Speaker 2
yet set it up again or reconfigure and follow the way how it properly gets reset and reconfigure. But I have to inform you, Joan, that this Linksys router you have is already out of warranty. And it has reached its lifecycle phase. I mean, its lifecycle phase has ended. It's end-of-life and end of support. Meaning end-of-life, this router is no longer manufactured or sold by Linksys router. And end of support, we no longer provide technical support with regards to this water, because it's an old router. It's using an older technology. But that router is still working. It's just that we agents are no longer able to assist you with setting it up. [silence]
06:00
Speaker 1
okay. okay.
07:00
Speaker 2
It's already Outdated or out of phase on our list of routers to be supported. But what I can provide to you, Joanne, is that I will send to you an email with regards to Anaph Support Linksys water home networking setup guide. It could provide you some troubleshooting steps with regards to connectivity issues, troubleshooting your routers, or setting it up or configuring. So with that email, I'll be sending to you. Just follow those link or guide. And it, hopefully, it will be able to help you or assist you with setting up or configuring your router.
07:00
Speaker 1
I, I probably won't be. oh, I can't get on the internet to uh get the information. that's a problem. I have a router and I uh, I have a router and a laptop, and I can't get the internet on it.
08:00
Speaker 2
okay. Oh you don't have uh internet. Uh you mentioned that your internet service provider is uh. Uh can you or do you have a desktop computer to connect directly to your uh modem? Because you can still access your internet if you have a a desktop computer and connect it to your uh modem. um your router could not really connect to internet because it's not yet set up or properly set up.
08:00
Speaker 1
Oh, I don't. Yeah, that won't do any good. I don't have a laptop, I don't have a desktop. It won't connect either because it says no internet available. So, I don't know what's going on.
09:00
Speaker 2
But you have an internet because you have your internet service provider, the Venice phone Company. So you could still access your internet. It's just that you will need a desktop computer because a laptop doesn't have the same parts as your internet service provider. Yeah. Well, what - the other way is to use your phone's cellular data if you're using your phone. If you have a cellular or mobile data, you can access internet using that. Uh, no, uh, cellular data is different from network internet. Cellular data or mobile data, it's a different connection. It's not through your internet service provider. The cellular data or mobile data, it's facilitating your connection through the towers, just like your phone. So it's a different service your internet service provider has. Yes. Yeah. So does that answer your question? Yeah. So we can use laptops and we can use our phones. Yeah. something that you access your internet to your cellular network. it's not from your internet. but if you can uh still uh access uh cannot access internet, you can actually ask someone who have internet uh to check on your email, or you can go to a coffee, cafe computer cafe shop and check your email and then print the uh guidelines on how to uh help you with your Linux software. great. yes, you're welcome. thank you for calling Linksys again, June. take care, have a good one. bye. you're welcome. bye.
09:00