V2 Rubric Detail — 387ea5b6-8083-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-15 19:27
Duration
8m 11s
Contact
646-805-8043
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00137335
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support E8450
⚠ 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: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent identified the E8450 router as out of warranty and incorrectly concluded no support could be provided, violating OOW best-effort policy. No diagnostics, tools, or next steps were offered, and the call was abruptly ended — constituting avoidance/evasion (auto-zero). The interaction failed across resolution, technical accuracy, communication, ownership, and customer experience criteria.

V1 Case Analysis

Customer reported E8450 router blinking orange, no internet. Agent confirmed out-of-warranty status but provided no troubleshooting or self-help resources. Call closed without resolution.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not perform any basic troubleshooting for the orange LED (which typically indicates a connection issue or firmware problem per KB).
  • Agent incorrectly stated that no technical support is available for out-of-warranty devices without offering self-help resources or paid-support pathways, contrary to KB guidance.
  • Agent did not provide any actionable next steps (e.g., KB reference, email with instructions) for the customer to attempt self-resolution.
  • Customer email was not accurately captured, leaving contact information incomplete.
Positive Highlights
  • Collected serial number and confirmed the correct router model.
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Failed to perform any troubleshooting for the reported orange LED symptom, which is documented in the KB as potentially resolvable via power-cycle or firmware recovery.
  • Incorrectly stated that no technical support is available for out-of-warranty devices without offering self-help resources or paid-support pathways, contrary to KB guidance.
  • Did not provide any actionable next steps (e.g., KB reference, email instructions) for the customer to attempt self-resolution.
  • Miscommunicated warranty end date (stated May 15, 2025, but KB indicates support for E8450 ended earlier).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared the device out of warranty and stated 'we no longer provide technical support or assistance,' then ended the call without resolving the blinking orange light issue.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent only verified serial number and warranty status without asking diagnostic questions (e.g., modem status, restart attempts, LED interpretation).
R3 Not Met Correct resolution path conf 96%
For an out-of-warranty device, policy requires best-effort troubleshooting (e.g., power cycle, LED interpretation), but agent dismissed the case outright with no attempt to assist.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified the orange LED symptom but asked no relevant diagnostic questions (e.g., modem lights, internet access on other devices, restart attempts) and followed no logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 94%
No tools or resources were used — no remote session attempt, no guidance to check admin interface (myrouter.local/192.168.1.1), no log review, despite the issue being resolvable with basic investigation.
T3 Not Met No misinformation conf 100%
Agent stated 'we no longer provide technical support or assistance' for the OOW router, which contradicts Linksys policy (QA Rubric v3 R3 OOW standard) mandating best-effort troubleshooting for out-of-warranty devices.
Communication
C1 Not Met Clear & professional language conf 93%
Interaction lacked clear framing; agent abruptly transitioned from greeting to warranty declaration without setting expectations, managed time poorly, and ended the call unannounced ('Take care. Bye').
C2 Not Met Confirmed understanding conf 95%
Agent failed to adapt communication: repeatedly misheard email address, used confusing formal phrasing ('Colonel Asis, Jimmy'), did not confirm understanding, and provided no comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disclaimed responsibility by citing warranty status, ended the call without attempting resolution, transferring, or offering self-help resources — demonstrating no ownership of the case.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up actions were provided; customer was left with no actionable guidance or commitment for future contact.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity with (confirmed by Assessment 4: case_history_applicable=false).
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Escalation was warranted due to hardware symptom (orange light) on an out-of-warranty device requiring L2/L3 input, but agent made no attempt to escalate and instead closed the case.
E2 Not Met Escalation prep & handoff conf 93%
No escalation occurred, so there was no execution of escalation details (correct team, complete information) or customer notification about the process.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent said 'I'm sorry to hear about that,' showing minimal empathy, but quickly defaulted to policy dismissal without acknowledging customer frustration or repeated effort.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone, pace, or communication style; repeated miscommunication on email and name indicates failure to match customer’s level or check comprehension.
X3 Not Met Overall experience conf 96%
Customer had to repeat information, was subjected to incorrect name/email handling, and received no resolution — resulting in high effort and avoidable friction with no effort to reduce friction.
Call Transcript14 turns · 16 lines
Speaker 1
Welcome, thank you for... uh, hi, I'm calling because I'm having problems with, uh, my router because it keeps blinking orange and I don't know how to fix it. It's uh, three eight D 1 zero M five 8 D zero zero zero three nine.
00:00
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. [silence] Thank you for calling Linksys. This is Ace. How can I help you? [silence] I see. I'm sorry to hear about that. May I have the serial number of your Linksys router?
00:00
Speaker 1
And that a yes yes mm mm Yeah mm mm Mm mm mm ht mm mm mm yep yep. My name is Jamie.
01:00
Speaker 2
All right, I'll say again the serial number of your Linksys router. It's 38 D for David 10. M for Mike. 58 D for David. Triple zero. 39. All right, so your Linksys router model is E 8450. Is that correct? And this is the only Linksys product you have. All right, thank you. uh. I will create a record for you. May I have your name, sir? Jamie J.
01:00
Speaker 1
I M E it's Calderon it's C A L D E R O N still at I O L D R E C at google.com it's still at google.com
02:00
Speaker 2
M. I. E. J-A-M-E. Jamie. Uh what about your last name? C-A-L-D-E-R-O-N. Calderon. Jamie Calderon. Thank you. Uh what about your email address? Can you repeat that your email address?
02:00
Speaker 1
Yeah, D-R-E-C. Yeah, so the Yeah, so the letter in front of the D is not there. It's supposed to be still, and then D-R-E.
03:00
Speaker 2
still DRC. I'll spell it phonetically so that I don't get your email address incorrectly. It's s for Sam, b for Thomas, i for Inc, l for Lima or London, l for London, oh for Oscar, d for David, r for Rose, c for Echo, c for Charlie. So it's Salad Dredge.
03:00
Speaker 1
Yeah, see, but at the end. Yeah. No, it's not all. Uh. Let me check real quick. It's spectrum.
04:00
Speaker 2
[silence] Still DRE. [silence] No[silence] No O. [silence] So Steve? DREC, or directe. [silence] All right, thank you, Amy. Who's your internet service provider? So you're calling because your router is not working, or it was disconnected? you have no internet uh huh. all right. because have you checked your uh any internet outage, with regards to your internet service provider? Uh huh. Because uh there might be an internet service interruption or internet outage, but um before we proceed on that, Timmy, I have to inform you about your link sys router uh warranty status. Oh yes. [silence] Uh router warranty status. [silence]
04:00
Speaker 1
hi hi hi
06:00
Speaker 2
Linksys, the router model E 8450. Apparently, it's already out of warranty. And sadly, this router is an older classic type router from Linksys. Its life cycle has already ended, meaning its life ended last November 15, 2023. Meaning we no longer manufacture or sell this type of router. It uses an older technology. And its support ended last May 15, 2025. Meaning we no longer provide technical support or assistance with regards to this router. As I've mentioned, it's an older router. It uses an older technology. So, we have no longer any resources with regards to this router. So, we cannot provide any technical support or assistance. [silence]
06:00
Speaker 1
Right. Mm-hmm. Mm-hmm. Right, yeah. Okay, you too. Take care. Bye.
07:00
Speaker 2
Colonel Asis, Jimmy. Once again, this is Riz. Take care. Have a great one and goodbye. You are.
08:00