V2 Rubric Detail — 3add3bc2-6375-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:04
Duration
23m 58s
Contact
Perry Noel
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#GI00132885
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to upgrade modem.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided further troubleshooting upon learning device was out of warranty and immediately offered paid service, abandoning best-effort support obligation for OOW devices.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to resolve the customer's issue, abandoned troubleshooting upon learning the device was out of warranty, and defaulted to a paid-service offer without fulfilling the required best-effort support for out-of-warranty products. Critical communication and ownership failures resulted in an unresolved, evaded case.

V1 Case Analysis

Customer (EA7300) reports slow Amazon/AOL loading on desktop only. Agent offered paid support, suggested browser troubleshooting, but failed to validate any tests or provide a resolution. Unprofessional remarks observed. No follow-up path established.

Troubleshooting Steps
  • Requested model number and confirmed out-of-warranty status.
  • Suggested connecting computer directly to modem to isolate router.
  • Advised clearing/reinstalling browser and testing another device.
Key Observations
  • Agent pushed paid-support option at [13:00] before performing any actual troubleshooting, violating escalation protocol.
  • No direct modem test, DNS flush, or wired vs. Wi-Fi comparison was performed or confirmed.
  • Agent made unprofessional, inappropriate remarks at [22:00] ('sleeping with your girlfriend'), constituting a severe communication breakdown.
  • Long silences and filler language ([08:00], [11:00], [18:00]) disrupted call flow and reduced efficiency.
  • Agent failed to confirm serial number or verify warranty status via system lookup, relying solely on statement.
Positive Highlights
  • Correctly identified that other devices (phone) could access Amazon without issue ([17:00]), supporting browser/device-side hypothesis.
  • Suggested testing another device and clearing browser cache, which are valid first-step actions for site-specific slowness.
Agent Errors / Gaps
  • Prematurely offered paid-connect service at [13:00] without completing basic troubleshooting or isolation steps.
  • Did not verify warranty status via system lookup; relied on unverified statement.
  • Failed to perform systematic isolation (e.g., direct-modem test, DNS flush, Wi-Fi vs. wired check).
  • Did not collect serial number despite requesting it at [02:00] and [03:00], creating a protocol gap.
  • Made unprofessional and inappropriate remarks at [22:00], severely damaging customer trust and call integrity.
  • Allowed long silences ([08:00], [11:00], [18:00]) without explanation, reducing efficiency and control.
  • Provided no KB article, email follow-up, or concrete self-help path after paid support was declined.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; ended call by directing customer to website after failed troubleshooting and paid-service offer.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked about other devices and browsers, suggested bypassing router, but skipped key steps like speed test or firmware check.
R3 Not Met Correct resolution path conf 96%
Agent declared EA-7300 out of warranty and immediately pivoted to paid-connect without attempting best-effort troubleshooting as required for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (slow Amazon/AOL on desktop), asked about browser and other devices, but missed wired vs wireless test and speed verification.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote access, admin dashboard, speed-test results); relied solely on customer description despite need for verification.
T3 Met No misinformation conf 94%
Agent correctly explained that if router were faulty, all devices would be affected; suggested browser cache/reinstall, which aligns with KB guidance.
Communication
C1 Not Met Clear & professional language conf 97%
Long silences, abrupt shift to warranty/paid-service, no agenda setting or clear transitions; lost control of interaction.
C2 Not Met Confirmed understanding conf 95%
Used confusing language (e.g., 'AI tool' for support site), gave no comprehension checks, and failed to adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abandoned troubleshooting upon discovering OOW status; transferred responsibility to paid service instead of owning the case.
O2 Not Met Proactive follow-through conf 94%
No clear next steps beyond paid service; browser cache suggestion lacked ownership, timeline, or follow-up commitment.
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 performed and none was warranted; issue was within scope but unresolved due to agent disengagement.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No empathy expressed; ignored customer frustration and repeated effort, remained transactional throughout.
X2 Not Met Tone & rapport conf 95%
Failed to adjust tone or pace; used jargon and unclear instructions despite customer confusion and difficulty.
X3 Not Met Overall experience conf 96%
Repeatedly asked for serial number despite customer having it; forced repetition and added unnecessary effort.
Call Transcript32 turns · 40 lines
Speaker 1
Yes, I have a routed the Linsky that I purchased in October of 2018. And I just was told buy My internet company, that controls my router, may be outdated. The model number is E:A-7300. Well, they just checked my my modem and it discusses around my modem because it's uh, when I go to the Amazon or uh others, like AOL, it just hobbles around goes in circles. It takes forever to go on. Yes. I have an internet connection. It just it just takes slow when when there's a picture. When when it's going featuring video or something. Yes, exactly. But even though it's a very new computer, it still, one site, some things. take longer I don't think you'll be able to help but just make it a little bit better because sometimes it gets the news really quick but then it later on it'll get out oh it won't even come on could be my computer I guess or who knows but I just think because it turns to my router
00:00
Speaker 2
Okay. All right. And you having problem with the sprouts or sir? Okay, so any websites you're trying to access is just circling. It won't load, correct? All the devices connected to the router has no internet connection. Right. And [silence]
01:00
Speaker 1
No. When I go to Amazon, I have a lot of pictures in there. It takes a long time for it just to come on. I didn't do that 'cause that'll do YouTube. I got the box here, the serial number of the box, I'm not sure if there's a serial number. There's a bunch of numbers in the box. What about the bottom box? [silence] [sound]
02:00
Speaker 2
like slow internet? What? Hmm. Yes. Okay. How about when you go to You ре. Were you able to play videos? Okay. So, may I know the serial number of that router that you have? You can check it, sir, at the bottom of the router itself or underneath. Like SN slash it.
02:00
Speaker 1
No, no, this is not it on the box. Let me go, let me go. I have to go back to my office. I'm gonna go check the, uh, spectrum. Let me flip over to the, um, the Lundsteed. I don't see what it says here. He's got a model number.
03:00
Speaker 2
Material number S-N. Try to check it sir, underneath the device itself. Who's your internet provider? About serial number? Okay. Hello? No, sir. The line is breaking up. Okay. Again, that's 19T for tango 10S for sugar 078-066-12. Again, this is K9TWX calling CQ.
03:00
Speaker 1
Do you remember you have a phone at four seven eight four seven nine zero five nine yeah yeah and this is shipped to me my first name is p initial p last name browth B-R-A-U-T-H Your PR, claws. BJ is Barble.
05:00
Speaker 2
Again the router is an EA 7300 internet provider Spectrum. Can I have also your phone number, sir? Okay, that's 407-847-9059, correct? Correct. How about your first name and last name? Okay, again, your name is... Okay, P again PR. And last name as spelled as B for Brian.
05:00
Speaker 1
R. U. L. T. Yes, viewo viewot. Yes, sounds very good. It's sense poor. S as sugar. T as tango. A as alpha. X as X-ray. P as, uh, peter. R as Romeo and B as Bravo.
06:00
Speaker 2
And R.A. Okay. So last name is it's B for Brian, R for Robert, U for Umbrella, L for Larry and T for Tango, correct? Again, that's P-R-U, correct? And how about your email address? Mm-hmm. all right thank you for this information sir so again your problem is um there is an internet connection but the moment you access it has a very slow to load the page like for example amazon right have you okay um have i tried like just a test have you tried youtube sir i would try um
06:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] I like it. on my YouTube now. [silence] alright. Let me go start. [silence] Alright. let me try one more. Oh yeah.
08:00
Speaker 2
But have you tried also, um, and does it have problem loading videos? So no issues, right? When accessing videos, or playing videos. [silence] So only Amazon, only Amazon and either on AOL. Have you tried other website aside from this too? Have you tried other website aside from this, um AOL and Amazon and because we already tested with YouTube, no problem in onloading the video. So that means internet is okay. But when you access your Gmail, no problem. Yeah, okay. What browser did you use, sir, to access AOL and Amazon? What browser did you use? Like, is it like Google Chrome? Have you tried other other browser, like Google Chrome or Microsoft Edge?
08:00
Speaker 1
Do you like I'm cooking you want to arm this one will you stop Amazon. com? anything for my gmail, right? dot Amazon. com No, I have on my bookmarks automatically. I have Amazon Prime. let me try that out. [silence]
11:00
Speaker 2
[silence] Did you like um click a link to go to Amazon or you, type it on the address bar, amazon.com? How did you access it? Like did you open a browser and then on the addressbar, you tap amazon.com? Can you try to um not use the um, um, the bookmark sir? Try to like open a browser and just manually type amazon.com?
11:00
Speaker 1
Yeah, it's still the same thing before. It's going around in circles. It's like it's called hold. And nothing's coming on. I can't do that. Thank you. [silence] before we can start to [silence] your router. We checked all like, oh, I see the problem here. I'm connecting the computer straight to the modem without by just load up like a computer to test. If there are no issues accessing Amazon and YouTube.
12:00
Speaker 2
Okay, have you tried, um, have you tried bypassing the router, sir, like connecting your computer directly to Amazon, uh, to the modem without your link to the router and access, amazon.com? because actually, sir, um, the router right now is, um, working fine, the internet, because you can access other websites, only Amazon and AOL. So, for this, sir, I would suggest, um, before we do start for any troubleshooting in your router, we try to like, um, isolate the problem here by connecting the computer straight to the modem without your link, like just modem and the computer to test if there will be no issues accessing Amazon and AOL. because, um, let me, uh, what do you mean, uh, you're not able, okay, you cannot connect your computer straight to the modem? Okay. All right. Because, um, let me just, um, inform you, sir, before we do start, for any troubleshooting. Um, we just inform you regarding the, um, status of your router. Um, it shows it here on our system that this other that you have, EA-7300 is already out of warranty. Okay? Um, if the device is already out of warranty, um, complimentary phone support is no longer available. Okay? We do have different options for out of warranty links this device. The first option that we have is you can take full advantage [silence]
12:00
Speaker 1
ampline.com. What is the second option? This is recurrent protective service. For one time, that's all the technical support you will need for at least [REDACTED_PAYMENT_DIGITS] years. And with this one, there is a guarantee of 1,[REDACTED_PAYMENT_DIGITS] detailed. And it will never be effective payment be rid of any hardware replacement. It may run a super [REDACTED_PAYMENT_DIGITS]% off the call $[REDACTED_PAYMENT_DIGITS] Yes, there for tonight. Of course the. Well, I can't do the last one. That's way too long for me to sit. Oh, I'm sorry. No, I can't do the last one. Let's do. I can't do that. I can't do that. the campaign is why,
14:00
Speaker 2
You can visit our AI tool that can be found on our website and that is support.linksys.com. Uh, well our second option is, this is our paid connect service, a one-time non-refundable technical support that will last up to 60 minutes. And with this option, there's no guarantee that we'll be able to fix the issue. And if you found out device is defective, there will be no refund or replacement. The paid connect service costs only $15. So, which options would you like to proceed, sir? [silence] I'm sorry. Do you want the paid connect? Paid Connect servicer is, um, this is a one-time non-refundable technical support and that is only for $15. And again, this is a one-time non-refundable technical support and this work session will last after 60 minutes and there is no guarantee that, um, the issue will be fixed. I'm sorry. Okay. Um, what troubleshooting so far have you done on the router, sir?
14:00
Speaker 1
sorry about that. Uh, uh, uh. No, what I did before I just disconnected the uh, the router for about a minute, reconnected it, and it's still doing the same thing. And I just I it's a desktop. wire it dirty. No, windows windows 10. routing. [silence]
16:00
Speaker 2
okay... okay... by the way, sir... um your computer... and uh and your computer... is it a laptop or is it a desktop? and uh connected directly to the router. okay. and is it a Windows computer or is it Mac? okay... because um based on the error right now, only this. right?
16:00
Speaker 1
Yeah there's a no... No, this is my fact, I was on Amazon last night with no problem with my phone. No problem I signed through the AOL it was very true so if I go to the AOL right now I'm talking to you it goes right through three seconds [silence] okay you were on your journey to access Amazon you've got a browser or a app um I use an app [silence] you did using a browser and access [silence]
17:00
Speaker 2
Have you tried it on your phone? Sure. Or other device to access AOL and Amazon? Is that the same problem. On your phone, there's no problem. [silence] OK. On your phone, sure. Did you access Amazon using a browser or an app? Have you tried using a browser and accessing Amazon.com?
17:00
Speaker 1
Uh, I'm not familiar with that procedure. I don't know how you do that. Why I was Google. Fucking Amazon. Amazon website. No, it's connected now. No. [silence]
18:00
Speaker 2
Yeah, on your phone you can use Google Chrome or any other browser and you just on the address bar, you just type Amazon dot com.
18:00
Speaker 1
It's working It's working fine yeah yeah it is yeah it is yes I went to Amazon.com official site no problem So what you're saying that it was Yes I mean no Yeah So it must not have known where to access the camera. So what you're saying is that it takes, what, 10 minutes for it to actually load and work. Yes, yes, OK, I see. Yeah, yeah. So what you're saying is that, for this case, what I was looking for is gonna be my bandwidth is not available, not great. The problem before accessing Amazon Live. But also ADB nowhere, nothing can be accessed so which you're saying that before
19:00
Speaker 2
on your phone use a browser to access Amazon.com, right? And no problem. It is, so. That means there will be no problem with the router. Because other devices can access Amazon.com using a browser. So I think on your computer, you need to double check the browser that you are using. Because if the router has a problem with it, sir, all your devices will not, will be having problem as well accessing Amazon. And also, other website cannot be accessed. If the router has a problem.
19:00
Speaker 1
You have to router address problem and we just want to be connected to the other devices just as well. Because I know when I test it, you just surrounded your problem just as soon under your voice on your phone. right, which access the uh Amazon.com using a browser without problem, so you can be the piece to this talk. I see just plug your machine into the Wi-Fi right. And then you have to check if it'll work.
20:00
Speaker 2
[KEEP_UNCERTAIN] Because right now we are testing it, if it is a router problem or just a computer browser problem. Because other devices like your phone, it's connected to the Wi-Fi. And when you access the Amazon.com using a browser, no problem. So that means additional problem connection from the router. Yes, possible. It's the browser on your desktop. That's not allowing you. Because if you tried other websites like for example YouTube. If the router has a problem with the internet or with its connection, like very slow, then YouTube will not load. Even your email will not load. Even Google, you will not open. So it's just your desktop. which has a problem with the internet mainly. Maybe you can clean up your browser cache because your browser let you have visibility or you can try another laptop. If there is no issue, it means maybe you have a virus on your desktop. Okay, so if your desktop has a very slow internet, we are trying to figure out if your desktop has a very slow internet, thenWhat can be the reason? Is it because of your browser? Or is it a problem with the router? Or it's connected with the modem? But again, the only thing we could troubleshoot is just by trying another system and see. Test it. If that system, if your other computer or your laptop, if it has good internet connection or very fast, then it's your desktop. Yeah, so what's your fix?
20:00
Speaker 1
Yeah. Well, we know that's false because you tool and the emails load very quickly. Very strange computers today. I shut it down last night for about five hours. and still the same lay, thinking like your browser, like to be in your browser. Well, I can update it anymore because I got windows strength. I'm doing this with the browser. You guys all means. He spoke he means, like five Fox. Huh, he is.
21:00
Speaker 2
have you tried doing a restart on your computer, sir? Have you tried checking your browser, like updating your browser? No, not the Windows S sensor, but the browser. Just uninstall, reinstall the browser, or updating the browser. It could be a browser problem. Yes. If you try to update it or uninstall it,
21:00
Speaker 1
Yeah, this one I'm not, I'll take, I'm not, good Lord Oh, I have no idea how to do that. [silence] Yeah, I'll just have to go to Firefox and see if I have to update it. [silence]
22:00
Speaker 2
Yeah, can I get my shit from the car or not? Jennifer looks up at me in whatever uttered [silence] Look at me. Yeah. You can do it and update or you can just try to uninstall, reinstall the browser. I'm so it's gonna be me again, ID and password. Is that what you're scared of? Me, sleeping with your girlfriend again. Alright. Alright. So then you'll definitely be friend minister and you won't care if I took off with your girlfriend. Mhm. Mhm. Mhm. Okay. Alright. You're welcome, sir, okay? You can also visit our website, sir, for Linksys update that is support.linksys.com, eh? Okay. Alright, so, thank you for calling, you're welcome, sir, so, thank you for calling Linksys. This is Scarlett, bye for now. You too, sir, have a good day, goodbye. Hello, sir.
22:00