V2 Rubric Detail — 3360914e-68ea-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 18:44
Duration
10m 57s
Contact
Roma Bhalerao
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133403
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided performing any actual troubleshooting, failed to provide best-effort support for an out-of-warranty device, and instead immediately defaulted to a paid service option without attempting resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, ignored the customer's prior efforts, and defaulted to a paid support offer without attempting to resolve the Wi-Fi connectivity issue. No technical guidance was provided, and the interaction lacked empathy, ownership, and control, resulting in complete customer dissatisfaction and no resolution.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
No resolution achieved; Wi-Fi remained non-functional and no troubleshooting path was completed.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps performed (e.g., no direct modem test, no wired connection check, no router login attempt guidance beyond repeating 192.168.1.1).
R3 Not Met Correct resolution path conf 95%
Agent defaulted to paid support without attempting best-effort troubleshooting (e.g., guiding login, checking connections, rebooting), violating OOW support standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent confirmed ISP (Spectrum), model (E7350), and attempted record lookup, but failed to diagnose root cause or ask key diagnostic questions (e.g., wired vs wireless, modem status).
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools (e.g., remote session, router UI verification, speed test, or even guiding customer to check physical connections) despite clear need.
T3 Partially Met No misinformation conf 85%
Correctly stated that 192.168.1.1 can be accessed without internet and identified device model, but provided no accurate troubleshooting steps or root cause analysis.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations, used repetitive 'okay' fillers, lost control of call, and did not guide interaction toward resolution.
C2 Partially Met Confirmed understanding conf 80%
Used simple terms but failed to adapt to customer’s escalating frustration, continuing scripted paid-support pitch instead of de-escalating.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; shifted responsibility to paid service and offered no follow-through on resolving the issue.
O2 Not Met Proactive follow-through conf 95%
No clear next steps given; only a vague $15 paid session with no timeline, outcome, or action plan.
O3 Not Met Closure confirmation conf 90%
Agent re-asked basic info (model, ISP) despite customer stating they had called earlier and followed email instructions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted; issue was within L1 scope and could have been resolved with basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer’s frustration, responded dismissively with 'that’s our option', and failed to acknowledge repeated effort.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace to customer’s anger; continued with rigid, scripted responses despite clear disengagement.
X3 Not Met Overall experience conf 95%
Customer had to repeat information (device, ISP, prior contact) and was not guided through any actionable steps, increasing effort.
Call Transcript22 turns · 22 lines
Speaker 1
[silence] uh huh.
00:00
Speaker 2
welcome to lynx 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 registered.links.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 about your service options press two please select from the following options for in warranty products our support team is 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 links.com
00:00
Speaker 1
Hi there. My modem was changed and... Can you hear me? Yeah, so my modem was changed and um, we reset the router, but it's still not... the Wi-fi's still not working. They gave me, they gave me a suggestion to go to 192.168.1.1. That website is not opening. Yes. Yes. Spectrum. No, just changed my, yeah, just changed my modem.
01:00
Speaker 2
Yes. Do you need help? Do you need help? Do you need help? Okay. Okay. Okay. So basically, right now, this is primarily for a reconfiguration of your router with a new modem. Correct. Which is your [silence] Internet Provider, ma'am? Did you just change the modem or upgrade your speed? Just change the modem. Okay, ma'am. Let me just create a record. Or better, remember I have your call lineage. It was [silence]
01:00
Speaker 1
I just called you in the afternoon. No, like, morning, not even afternoon, morning today. They sent me an email with instructions. I followed all the instructions. I was supposed to go to that 192.168.1.1 website. It is not opening for the life of me. Sure. That's 857-207-5466. That's correct. For what?
02:00
Speaker 2
okay have you performed or is this the first time okay okay can I have your phone number ma'am let me just try to pull up your record ma'am okay Okay. All right. That's 857-207-5466. Okay, let me just pull up your record. While I'm pulling up your record, ma'am, the computer that you use, is it a laptop or is it a desktop? When you access 192.168.1.1.
02:00
Speaker 1
I tried... Sure. I tried to access it through my phone, my laptop and my desktop. All of them. It's not opening. Okay. Sorry, I didn't get you. What? It's wireless. No, it is not. That's exactly that's the problem. It's not connected to the wireless. My Wi-Fi is not working. Yes. Wait. Yes, I can see I can see
03:00
Speaker 2
Did you use desktop or... [silence] Do you desk... Okay, so your desktop, is it connected to the router or is it wireless? [silence] Your desktop computer, is it wired directly to the linksys router or is it wireless? [silence] And what computers that you use, desktop and laptop, when you access 192.168.1.1, is it connected to the wireless network or it's not connected. [silence] But you were able to see the name of your wireless network like linksys when you go to the Wi-Fi? [silence]
03:00
Speaker 1
That is correct. Yes. Yes. Yes. Yes. Yes.
04:00
Speaker 2
Your computer can't connect to that network because you cannot access 192.168.1.1 ma'am if the computer is not connected to the Wi-Fi. It's okay that you don't have internet connection as long as you're just connected to the Wi-Fi. Never mind if the internet is not working, okay? All right, ma'am, um, I was able to pull up a record here, is, um, is first name is under Roma. Last name is Balrao. And the email address is Romabalrao at gmail.com. And your router is an E7350, correct? And again, um, internet provider is, um, Spectrum, correct? Okay. All right. So ma'am, if you want to access the user interface of the router to follow the instruction,
04:00
Speaker 1
Okay. So the thing is, when I see on my mobile, when the Wi-Fi, the name that shows for my Wi-Fi, there is a there's a check mark in front of it. So that means it is connected. But when I go to the network, my mobile network is on. I don't see the Wi-Fi symbol on my phone, which says that my Wi-Fi is connected. Not I can't use my mobile.
05:00
Speaker 2
Okay. [silence] Let's use your computer, ma'am, we suggest to use a computer to set up the router okay? But um,
05:00
Speaker 1
Okay. I opened my laptop open. Oh, sorry.
06:00
Speaker 2
You can use mem but for easy navigation much better to use a computer. Okay, but here's the thing ma'am, before we start for any troublish shooting, you already aware that your router is already out of warranty, right? And the devices already out of warranty ma'am, complementary phone support is no longer available, okay? And we do have options for out of warranty device. Um the first option is you can take advantage of our AI tool. It can be found on our website and that is support.LGNs.com. Well, the second option is, um we have this paid connect service, a one time non-refundable technical support that they can walk you through on how to troubleshoot for a 60 minutes of troubleshoot.
06:00
Speaker 1
So you're telling me that you'll charge me $15 for 1 hour and you're not even sure that my Wi-Fi will start working or not? I I I am ready to pay, but I want to make sure that my money is worth it. You need to help me to start my Wi-Fi as however you want, but it has to start. You can't say [silence] I can't guarantee whether it will start or not.
07:00
Speaker 2
Okay. Okay. And there's no guarantee that we'll be able to fix the issue. And just in case after a troubleshoot, if we found out the device is defective, there will be no refund or replacement. We'll walk you through, ma'am, on how to set up your router. Okay. We'll do our best to guide you on how to set up your router. But that is just an option that you can select. Yes, ma'am, we can walk you through, huh? But we'll do our best, ma'am to walk you through on how to set up this router.
07:00
Speaker 1
No, no, no. If you're taking my money, you have to make sure that the Wi-Fi is touched. If you're not going to do that, it's better I buy another router. No. So I already did that. There is a reason why I'm ready to pay you. If I was able to do it myself, I followed all the instructions, it's not working.
08:00
Speaker 2
But you may try to, um, if you're unsure with that one, ma'am, you may try to, um, like, follow the instructions that was provided to you, but just make sure that your computer, as I mentioned, much easier to navigate. Make sure it's connected first to the Wi-Fi before you can access, um, even though you don't have Internet. Okay, you can access that number, even though you don't have Internet. As long as your computer is connected to a router, both wired or wireless.
08:00
Speaker 1
If I was able to do it myself, I wouldn't be ready to pay,
09:00
Speaker 2
this router okay this router man was working before changing the modem right before changing the modem
09:00
Speaker 1
What kind of service is this? [silence] exactly basically you're telling me fuck this router throw it away and buy a new one that's what you're telling me I do not want your filthy service now I'll go buy some other router it's better I think they will provide me better service than you guys there's no point in talking to you right now.
10:00
Speaker 2
Because the device is already out of warranty, the $15 is just, just our, like, to, to extend our troubleshooting, okay, for your product. Because actually, if really I've already out of warranty, the complimentary phone support is no longer available. That's why we come up with this page connect to extend our service. That is your option, ma'am. If you want to upgrade your router as well, then that is your option.
10:00