V2 Rubric Detail — 3461d32e-658d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 12:00
Duration
10m 6s
Contact
Michelle Leggett
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00133086
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing technical support by citing policy despite OOW best-effort requirement, effectively evading responsibility for a setup issue that should have received troubleshooting.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent defaulted to policy-based disengagement, citing end-of-support and out-of-warranty status without attempting any troubleshooting or providing actionable technical guidance. The interaction failed to meet OOW best-effort standards, lacked ownership and empathy, and resulted in no resolution—constituting avoidance/evasion, which triggers an auto-zero under the rubric.

V1 Case Analysis

Customer (Michelle Leggett) requested setup help for A03V2 after reset. Agent gave false warranty/EoS info, offered then denied paid support, and only suggested watching reset videos. No troubleshooting performed; issue unresolved.

Troubleshooting Steps
  • Collected model number (A03V2) and serial number (2060890042).
  • Confirmed customer name (Michelle Leggett) and email (michelle.gleggett@gmail.com).
  • Incorrectly stated warranty expired April 31, 2023.
  • Incorrectly stated device is end-of-support as of August 2025.
  • Offered $15 paid support, then stated it was unavailable.
  • Suggested watching reset videos.
Key Observations
  • Agent stated warranty expired on April 31, 2023—a non-existent date—indicating factual inaccuracy.
  • Agent claimed device is end-of-support as of August 2025, which is future-dated and incorrect (A03V2 is not a known model; likely transcription error for WHW03v2, but agent did not correct or clarify).
  • Agent offered $15 paid support at [06:00], then at [07:00] claimed it was unavailable, creating confusion and broken trust.
  • No actual troubleshooting steps were performed: no WAN check, no reset verification, no app login, no pairing steps.
  • Only guidance given was to watch videos—no specific article, KB link, or email follow-up promised.
  • Call ended abruptly after video suggestion with no confirmation of understanding or next steps.
Positive Highlights
  • Collected serial number and confirmed customer contact details (name, email) at [02:00–03:00].
  • Used customer's name (Michelle) and maintained polite tone throughout.
Agent Errors / Gaps
  • Provided materially false warranty information (April 31, 2023).
  • Gave incorrect end-of-support timeline (August 2025), which does not align with any known Linksys EoS policy.
  • Contradicted own paid-support offer by first offering $15 service then stating it was unavailable.
  • Failed to perform any standard router setup troubleshooting (no WAN check, no reset procedure, no app/web guidance).
  • Did not verify or correct the model number—A03V2 is not a valid Linksys model; likely ASR error for WHW03v2, but agent did not clarify.
  • Provided no actionable self-help path beyond vague video suggestion.
  • Did not confirm whether the customer could access the app or web UI, nor provide setup URLs.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the setup issue; only directed customer to a video without confirming resolution or providing actionable steps.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed—no questions about physical setup, LED status, or network configuration were asked.
R3 Not Met Correct resolution path conf 96%
Agent cited out-of-warranty status and end-of-support policy to disengage, violating OOW best-effort standard which requires troubleshooting even if no RMA is available.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify symptoms or ask diagnostic questions (e.g., modem connection, LED state, prior working condition) and jumped straight to policy explanation.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote access, admin UI check, logs) were used or offered despite the setup issue requiring hands-on diagnosis.
T3 Partially Met No misinformation conf 90%
Agent correctly stated warranty and support status but failed to provide any technically actionable guidance beyond a generic video suggestion.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: no initial framing, abrupt transitions, and no control when customer expressed frustration; ended without closure.
C2 Not Met Confirmed understanding conf 93%
Agent used scripted language and did not adapt to customer's emotional state or simplify guidance despite clear frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abdicated ownership by directing customer to a video without follow-up, commitment, or offer of direct assistance.
O2 Partially Met Proactive follow-through conf 89%
Agent mentioned a video as next step but provided no timeline, confirmation process, or accountability for resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent offered a brief apology ('I'm so sorry for the inconvenience') but did not acknowledge repeated effort or emotional state meaningfully.
X2 Not Met Tone & rapport conf 94%
Agent maintained a rigid, transactional tone and failed to adjust pace or empathy in response to customer's visible frustration.
X3 Not Met Overall experience conf 95%
Customer was forced to self-serve by finding and watching a video, adding avoidable effort instead of agent-led resolution.
Call Transcript13 turns · 17 lines
Speaker 1
Welcome to the Unisphere. Go ahead. Thanks. They're having me call Link to say I've been on the phone with Spectrum all morning. Hi. Yes, I need to, I need help setting up my router, please. I think, yeah, it's a router. Okay.
00:00
Speaker 2
And 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. Please have your device 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. Hi, thanks for calling Linksys, this is Spengcou, how can I help you? What's the model number? [silence]
00:00
Speaker 1
Uh, model number. A03V2. It was working before, um, I just went up to my camp to reset it for the year. And I called Spectrum and they advised me to call you because the modem's bringing signal, but they said that I need to call you to help with the next step. Spectrum. sure 28 A's and Henry 206 089 0042.
01:00
Speaker 2
Okay, is this a new device or were you working before? Who is your internet service provider? Can you provide me the serial number of the device, please? Okay, I will just repeat that to make sure that I have it. Now that is.
01:00
Speaker 1
correct. Yes. how many um of of those towers of the towers total? Um. I think there's two of them, but only one's plugged in right now. You want the other one plugged in? Okay. Sure. My name is Michelle Leggett, G-L-E-G-G-E-T-T in my email address. G-G
02:00
Speaker 2
Uh, 20... I mean, 28H. First Hotel 2060890042. Is that correct? Do L E for Echo. Okay, and your name is spelled M I C H E L L E. Okay. Do you have email? Okay. Alright gmail.com, right. Okay. Uh, hello. Um, Michelle, I'm, I've tried to text her. Um, ma'am. Um, the word they set up your device, just so we can,
02:00
Speaker 1
often. Because I've called the, I just find that that's ridiculous that you guys won't help settle it up. All right. Have a good day. [silence]
05:00
Speaker 2
verify because for out of warranty device, we no longer provide you free technical support and it shows here that your device is one of the, I mean, it is already out of warranty. So your warranty ends last April 31, 2023. So, um, I could still be able to, um, help you with this. But that's gonna be through paid service. Yeah, for, uh, uh, Well for out, uh, for, uh, sorry, go ahead. Well, because the device is already out of warranty, ma'am that is already our, our policy.
05:00
Speaker 1
what's the cost to setting it up? What's the cost? Okay. All right. I'll do it for $15. Yes, I'll go ahead and do it. Thank you. I never tried it. Huh?
06:00
Speaker 2
15. I tell song. $15 for one hour of troubleshooting. Sorry. Okay. All right, just give me a moment. hello there, okay. Thank you so much for patiently waiting on the line, ma'am. So as per checking here, ma'am, I um I verified that uh this device, the specific model A03 is already end of support since August 2025. Uh which means that uh paid service will not be available as well. But don't worry ma'am. We still have um
06:00
Speaker 1
Okay, thank you. Sure, thank you. Yeah, there's a. Yeah, so it says Fix It series. Okay. All right. All right. All right.
08:00
Speaker 2
Did you receive it ma'am? Yes sir. I mean yes ma'am. So yeah, you just have to there are videos there ma'm on how to properly reset the device. Since this is working before, it is important that you reset the node first before you uh you try to set up. Okay? You have to reset to make sure that it's ready for setup. Thank you so much, ma'm, and I'm so sorry for the inconvenience. I hope you still have a good day.
09:00
Speaker 1
You too. Thank you. Bye bye.
10:00