V2 Rubric Detail — 37897e78-7eea-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 18:39
Duration
17m 40s
Contact
815-871-7377
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00136934
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform any technical diagnostics for a loss-of-internet issue, violating the OOW best-effort standard. Furthermore, the agent provided a fabricated support URL ('support.drawless.com') and redirected the customer to purchase new hardware without any attempt to resolve the current issue, constituting clear avoidance.

V1 Case Analysis

Customer reported no internet on Linksys router (serial 30N10M22C02704). Agent misidentified model, provided invalid support URL (support.drawless.com), falsely claimed device is end-of-support, and offered no troubleshooting. Recommended upgrade or hotspot; no resolution achieved.

Troubleshooting Steps
  • Collected serial number
  • Asked for model number (incorrectly identified)
Key Observations
  • Agent misidentified the router model as AC1200ER, which is not a valid Linksys model (transcript [12:00]).
  • Provided an invalid support URL: support.drawless.com (transcript [14:00]), which is not a Linksys domain and contradicts the KB (universal_support_contacts.md).
  • Falsely declared the device end-of-support without verifying warranty status or consulting any lookup tool (transcript [13:00]), contradicting standard warranty policy.
  • Failed to perform any basic troubleshooting for internet outage (no power cycle, modem check, or WAN status verification), violating the KB's troubleshooting flow (universal_escalation_guide.md).
  • Directed customer to purchase new equipment or use hotspot without diagnosing the actual issue (transcript [15:00]), ignoring the KB's guidance on self-service resources.
  • Did not verify customer's ability to access self-service resources (e.g., no internet means cannot visit support site).
  • No case was created or referenced, and no follow-up mechanism was established beyond 'call back'.
Positive Highlights
  • Collected the customer's serial number and contact details (transcript [12:00]).
  • Maintained a polite and empathetic tone throughout the call (transcript [17:00]).
Agent Errors / Gaps
  • Misidentified the router model (AC1200ER does not exist in Linksys product line).
  • Provided an invalid and potentially unsafe support URL (support.drawless.com), violating the KB's guidance (universal_support_contacts.md).
  • Falsely claimed the device is end-of-support without verification, contradicting standard warranty policy and the KB's escalation guidance (universal_escalation_guide.md).
  • Failed to follow standard troubleshooting protocol for internet/WAN issues, including no power cycle, modem check, or WAN status verification (universal_escalation_guide.md).
  • Did not collect or confirm ISP modem status, violating the KB's pre-escalation checklist (universal_escalation_guide.md).
  • Did not verify warranty status before declaring support ineligibility, violating protocol (universal_support_contacts.md).
  • Recommended a purchase without diagnosing the actual problem, ignoring the KB's guidance on self-service paths (universal_support_contacts.md).
  • Did not provide any actionable self-help steps despite customer's constraints (no internet access).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never restored internet connectivity; only suggested buying a new router or upgrade.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps (reboot, LED check, WAN test) were performed before concluding.
R3 Not Met Correct resolution path conf 90%
Agent declared device end-of-support and pushed upgrade without attempting OOW best-effort troubleshooting (e.g., reboot, firmware check, factory reset).
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent failed to identify symptoms or ask diagnostic questions; skipped all basic triage (power, LEDs, modem) required for 'no internet' issues.
T2 Not Met Appropriate tools / resources used conf 100%
Agent used no tools or resources (local UI, remote diagnostics, or KB troubleshooting steps) despite the scenario clearly requiring them to diagnose a connectivity failure.
T3 Not Met No misinformation conf 100%
Provided a hallucinated/incorrect URL 'support.drawless.com' instead of the authoritative 'support.linksys.com' found in all KB references.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set expectation about end-of-support status but failed to guide interaction toward resolution or maintain control.
C2 Not Met Confirmed understanding conf 90%
Used unclear phrasing ('how many Linksys routers do you have?' when likely meant 'how many devices?'), gave wrong URL, and did not confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; redirected customer to buy new hardware instead of attempting diagnosis or workaround.
O2 Not Met Proactive follow-through conf 90%
No specific next steps provided — only vague suggestions to 'look for mesh devices' or use a hotspot, with no timeline or ownership.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was needed; the issue could have been handled with basic L1 troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized generally ('I really apologize for the inconvenience') but did not specifically acknowledge customer frustration or repeated effort.
X2 Not Met Tone & rapport conf 90%
Agent continued with scripted responses despite customer confusion and disengagement, failing to adapt tone or pace.
X3 Not Met Overall experience conf 90%
Customer repeated serial number unnecessarily; given invalid URL; left to figure out purchasing without assistance.
Call Transcript23 turns · 23 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 assistance. While waiting, you may also visit support.linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay, and will be with you as soon as possible. [silence]
00:00
Speaker 1
Hi, I'm, I have a, a Linsky's, uh, router I've had. And I lost my internet yesterday.
07:00
Speaker 2
Hi, thank you for calling Linjxist. This is Trevij, and how can I help you today?
07:00
Speaker 1
and I had checked out um yesterday and I said it was the router are you having experiences of problems or am I what's going on Pardon me the issue I have no no power outage no everything is good but it it won't bring in my Mr.. Tuti you know um I don't have any internet and it said it was the router.
08:00
Speaker 2
okay, I'll have a pork ouch, they'd possibly cause the issue. do you have the power outage? okay, so I totally understand your concern, ma'am. But is this your first time calling us four support? Are you calling from the United States?
08:00
Speaker 1
815. I went to South Beloit. My first name is Sherry last, Dreygar. D-R-A-E-G-E-R. Uh. Uh. Nuh. Oh, it's 815. Oh great. I don't call myself. Hold on. 815. Oh my God. I hope I don't lose you. Oh my God. How can I get my phone a break? I should write this down. Suche great.
09:00
Speaker 2
May I know you're first name and last name? So Sherry S-H-E-R-E. Y for elephant. R-R-Y. And your. And your call back any calls back just in case this this call will disconnect. KO.
09:00
Speaker 1
Okay. eight seven, okay, it's [REDACTED_CARD_NUMBER]. uh, that I don't have any internet. it's all gone. yeah, well, yeah, but how am I going to? okay. it is, it is Sherry Drager 815 gmail.com. pardon me. I didn't understand it at all.
10:00
Speaker 2
Yes. Okay. Your email. Yeah, it's. Okay. But, to receive notification updates from Linksys, would you like to provide your email? And how many links this router do you have Sherry? How many links this router do you have in total?
10:00
Speaker 1
I'm sorry. Yeah. Yours. What, provide their number? Okay, hold on. This is right. Would it be in my instruction book? aha, look, hold on. Oh, god. getting old under my row. [silence]
11:00
Speaker 2
Hi, how many Linksys routers do you have? One? Can you please provide the serial number of your Linksys router? If the serial number is on the bottom of your router.
11:00
Speaker 1
Okay. Uh, start out with, I don't know if you want the address or, it starts out with um, a name, same name, no, Lindsay's, zero, a serial number. Okay, I got it. It starts out, okay, here's a serial number. Three, zero, N is a Nancy. One, zero, M is a Mary. Two, two, C is a Charlie. Zero, two, seven, zero, four.
12:00
Speaker 2
I need a serial number. AS/N. Okay, so the model number of your Linksys router, Cherie, is an AC1200ER.
12:00
Speaker 1
It's a what? Yes, it is. Spectrum, my internet, Spectrum.
13:00
Speaker 2
Is it an E5400? And who is the internet service provider? Now before we proceed, I would like to set an expectation regarding the status of the router, Sherri. This router is already end of support and the product is no longer receiving software or security updates and is no longer eligible for techical or warranty support. And I really apologize for that. So I highly recommend that it's time for you to do an upgrade or purchase a new one.
13:00
Speaker 1
What do I do on this one? Nothing? Pardon me? Pardon me? I didn't hear you. Do I do an upgrade? Okay.
14:00
Speaker 2
You really need to do an upgrade. But if still work if you don't want to do an upgrade at the moment. Let me send you a link so you can also feel free to visit our support.drawless.com for helpful tips and guidance. Okay, I really have. Yes, Ma'am. I really apologize for the inconvenience, but then your router reach its end of life and end of support. So I highly recommend that it's time for you to do an upgrade or purchase a new one. Since this device or product is no longer received software or security update.
14:00
Speaker 1
I'm going to, if I get an, a new one you mail that and then I have to, I can't download it. Um, oh, I have no internet? How am I supposed to download um. shitt. Or I, that's my only option is just to get an upgrade, which is, is it on this one? I can do an upgrade on the one I have that's connected. Right. I don't want to purchase a new one. Um, how long is the upgrade going to last and how much is that? Huh?
15:00
Speaker 2
Yes. You can also consider to do an upgrade. Yes. Or purchased a new one. You can actually look for mesh devices from Linksys. So, I cannot guarantee what is the price for
15:00
Speaker 1
[silence] On Amazon. I can't I don't yeah, I don't have any internet. I can't get on Amazon. Try to use the what? I wouldn't know how to do that. Um, I'm going to have to have someone call you back that knows what you're talking about. And I feel bad that I've bothered you and taken your this time, but I, um, huh.
16:00
Speaker 2
Ahmed range but kindly Luke earlier to that one on the Amazon. Look for mesh M E S H devices from links. Yes, mesh M E S H. Yes, for the meantime, mom, you can try to use a hotspot.
16:00
Speaker 1
Okay. Can I call you back? Okay. I'm going to find out more, okay? If I can get someone here that can mirror. I live a long... Uh-huh. Go ahead. Okay. All right. Thank you for your time. Thank you. Uh-huh. Thank you.
17:00
Speaker 2
Yeah, sure. You can feel free to call us back if you need further assistance. Yes, sure. Yes, and you can also, you can also ask someone who can assist you regarding with your concerns. so thank you so much. Thank you so much also for your kindness, Sherry, and have a great day. Take care!
17:00