V2 Rubric Detail — 3ba318e0-71a0-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 20:47
Duration
5m 11s
Contact
Ann Christian
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135015
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to separate the networks
⚠ Auto-Zero applied: Avoidance/Evasion – agent dismissed an out-of-warranty customer without providing any best-effort troubleshooting, violating the OOW standard by offering only a generic self-help suggestion and ending the call prematurely.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication3.75/5
Ownership1.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent correctly identified the router model and warranty status but failed to provide any troubleshooting, actionable guidance, or empathy. By immediately citing warranty status and directing the customer to self-help without attempting best-effort support, the agent violated the OOW standard, resulting in unresolved issues and triggering an auto-zero for avoidance/evasion.

V1 Case Analysis

Customer (Ann Christian) requested instructions to separate 2.4 GHz/5 GHz bands on a Spectrum-provided E8450. Agent confirmed model and out-of-warranty status but provided no specific KB link or configuration steps. Customer expressed dissatisfaction and planned to contact Spectrum.

Troubleshooting Steps
  • Identified router model (E8450) using customer's phone number.
  • Confirmed device is out of warranty.
  • Explained that the router is dual-band and settings can be adjusted via the web interface.
  • Directed customer to Linksys self-help articles.
Key Observations
  • Agent correctly identified the E8450 as a dual-band router capable of separating bands [04:00].
  • No specific KB article link or title was provided despite the customer's explicit request for a link [01:00, 04:00].
  • Agent did not confirm serial number despite claiming to have it on record [02:00].
  • Customer expressed dissatisfaction and disengaged without resolution, indicating poor outcome management [05:00].
  • Agent's technical advice about dual-band capability and router access was correct per the KB.
Positive Highlights
  • Accurately identified the router model (E8450) and confirmed it is a dual-band device capable of band separation.
  • Correctly explained that Spectrum is not technically trained on the router and redirected appropriately to Linksys.
  • Maintained a polite and professional tone throughout the interaction.
Agent Errors / Gaps
  • Failed to provide a specific KB link or step-by-step instructions for separating 2.4 GHz and 5 GHz bands, despite the customer's clear request.
  • Did not verify warranty status with serial number lookup; relied solely on phone number record without confirming eligibility.
  • Did not collect or confirm the serial number, missing a key protocol step for out-of-warranty support eligibility.
  • Allowed the call to end without confirming next steps or offering to email helpful resources, resulting in an abandoned outcome.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any actionable steps for setting up backhaul; only directed customer to self-help resources without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were taken—agent immediately cited warranty status instead of diagnosing or guiding through setup.
R3 Not Met Correct resolution path conf 96%
Despite the device being out of warranty and ISP-provided, agent failed to offer best-effort troubleshooting as required; dismissed issue solely based on warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask about symptoms, setup attempts, or network configuration; skipped diagnostic process entirely.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools were used or required; no evidence in transcript to assess appropriate tool usage.
T3 Met No misinformation conf 95%
Agent correctly identified the E8450 as dual-band and accurately stated that networks can be separated via settings; warranty information was correct.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent collected basic information but failed to set expectations, guide the interaction, or maintain control as the customer expressed frustration and disengaged.
C2 Met Confirmed understanding conf 94%
Agent used simple, non-technical language and communicated clearly despite customer confusion; no jargon used.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership—immediately deferred to self-help after identifying warranty status, offering no further support.
O2 Partially Met Proactive follow-through conf 91%
Agent mentioned the website as a next step but provided no specific instructions, timeline, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or available; this was the first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted—issue was a configuration request that could be resolved with self-help; agent correctly did not escalate.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred and none was required; E1 covers the decision appropriately.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent did not acknowledge customer frustration about being passed between Spectrum and Linksys or express empathy for the situation.
X2 Not Met Tone & rapport conf 95%
Agent maintained a transactional tone and did not adapt to customer's emotional state or attempt to de-escalate.
X3 Not Met Overall experience conf 96%
Customer was forced to seek help independently; agent did not reduce effort by providing links, steps, or direct assistance.
Call Transcript11 turns · 11 lines
Speaker 1
Okay, but, um, my name's, and, and I have, um, charter. And I have a 5g, I called the other, day. And the gentleman that answered the phone told me that I had 5g access in my neighborhood. And yet when I went to, um,
00:00
Speaker 2
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. Depend. 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 Linksys. This is Emmy, how can I help you? [silence]
00:00
Speaker 1
I talked to said that my uh w I router is capable of 2.4. Uh I was wanting to set up a back run, uh back month. And I just thought, I'll call back when I got it. So I've got it. Is there a way that you can send me uh a link that tells me how to do it or? so here uh yes, my name is Ann Christian. Yes. It's Elizabeth Ann-Christian@Gmail.com
01:00
Speaker 2
[silence] [silence] Yes. Okay. Um, yes, but so we need first to gather some more information, ma'am. So can I have your name? So I can create a record here. Anne. Anne Chistian. Okay. And do you have your email address please?
01:00
Speaker 1
No. E on the and. D l I Z A B D T H A N N C H R I S T I A N at gmail.com. [silence] I now- i i i. [silence] I've got the serial number if you make it.
02:00
Speaker 2
Okay. And again, your internet provider is, is it Cox? Oh, Spectrum, sorry. Yes. So yeah I am able to pull up your record here using your phone number, ma'am, but yeah, it doesn't have any name on it. So um, it just says your model number and the serial number of the device, which is E8450, that's the model number. So, with regard to this uh router, um I believe, yeah, I have the serial number here, ma'am. It's actually on the record and,
02:00
Speaker 1
Okay. No, he didn't mention that to me. I just just it's not mine. It's Spectrum's and so I just figured that Spectrum had some sort of deal with you all to to do that. Yes. That's how much I call you up.
03:00
Speaker 2
Yes, we would be able to, this is a dual band, so we can actually separate the networks by accessing your router settings and change the settings from there. Okay. Since your device is already out of warranty, ma'am, this is no longer covered for free technical support. Okay. I believe that the previous technician also mentioned that to you. So, [inaudible] Okay. Well, yeah, So you, so Spectrum provided you this Linksys router. Yeah, so, Mel, just a set of expectation. Yeah.
03:00
Speaker 1
uh okay, I, I'm going to call Spectrum because they told me to call, uh, I'm going to call Spectrum but uh because they told me to call you. Uh, and I was not told the other day anything about any kind of charge and I think this is a bit ridiculous because I'm sure that uh they have purchased hundreds of thousands.
04:00
Speaker 2
Actually, Spectrum is not technically trained for the router. They are only trained for your modem, so that's why they forwarded you to us. Okay, they gave you the number for Linksys. So, yeah. There are two options, ma'am, since your device is already out of warranty, all right? There are two options. You can either choose for our website. This is for free, but it is a self help tool, okay? You will find our articles on how to access the Linksys setup page, the Linksys router page, and then change the wireless settings.
04:00
Speaker 1
of routers from you all. So, I'll take that up with them. You have a good day. Thank you.
05:00