V2 Rubric Detail — 3e2c31ec-6beb-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 14:29
Duration
7m 14s
Contact
Fhannon Madden
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00061572
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to check if device is still under warranty
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing technical support by immediately citing warranty status and pushing paid service without attempting troubleshooting, effectively evading responsibility for a standard connectivity issue.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.19/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to troubleshoot a basic solid-orange LED connectivity issue, incorrectly denied free support due to warranty status, and evaded responsibility by pushing a paid service. Critical errors in communication, technical policy, and customer ownership resulted in an unresolved case with avoidable customer effort. Auto-zero triggered for Avoidance/Evasion (B).

V1 Case Analysis

Customer reported solid orange LED on E7350 router (non-existent LED state per KB). Agent incorrectly stated device was out of warranty and offered paid support without performing basic troubleshooting (power cycle, reset, WAN check). No resolution achieved.

Troubleshooting Steps
  • Confirmed model/serial number
  • Incorrectly identified LED state as 'disconnected' (not supported by KB)
Key Observations
  • Agent incorrectly diagnosed solid orange LED - E7350 does not have this LED state per product specs and KB.
  • No basic troubleshooting performed despite KB guidance for connectivity issues (universal_hardware_fault.md, velop_wifi_connectivity.md).
  • Agent misstated warranty status without clear lookup evidence.
  • Incorrect product terminology used ('Lynx router').
Positive Highlights
  • Agent confirmed model and serial number.
  • Agent offered email guidelines as a self-help option.
Agent Errors / Gaps
  • Incorrect LED interpretation: Claimed solid orange LED means 'disconnected' - this state does not exist for E7350 per KB and product documentation.
  • Failed to perform basic troubleshooting (power cycle, reset, WAN check) despite KB guidance for connectivity issues.
  • Did not verify customer access to local web interface (http://192.168.1.1 or http://myrouter.local).
  • Used incorrect product name ('Lynx router') throughout call.
  • Provided no actionable steps before offering paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent did not resolve the issue or guide the customer through any corrective steps; only offered paid service and email guidelines without confirmation of resolution.
R2 Not Met Diagnostic thoroughness conf 96%
No meaningful troubleshooting (e.g., power cycle, cable check, ISP verification) was conducted before citing warranty status and offering paid support.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly treated out-of-warranty status as a reason to deny free support, violating the OOW best-effort standard requiring troubleshooting for setup/connectivity issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the solid orange LED and asked about power/internet outages, but failed to follow up with diagnostic steps or root cause analysis.
T2 Met Appropriate tools / resources used conf 88%
Agent used internal system to verify warranty status — appropriate tool use for the context, and no further tools were needed given the limited interaction.
T3 Not Met No misinformation conf 94%
Agent stated 'cannot provide free technical assistance because out of warranty', which contradicts policy; also mis-typed customer's email (85 ad the heart mil).
Communication
C1 Not Met Clear & professional language conf 93%
Agent repeatedly misheard serial number, contradicted LED status (blinking vs solid), and lost control by abruptly shifting to sales script without structure.
C2 Not Met Confirmed understanding conf 91%
Agent used rigid, non-adaptive language, mispronounced product names ('Lin prom'), and provided no comprehension checks despite customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abdicated responsibility by immediately deferring to paid service without attempting resolution, showing no ownership of the case.
O2 Partially Met Proactive follow-through conf 87%
Agent committed to sending email guidelines but did not confirm correct email address or provide timeline for delivery.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed 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 Not Met Customer effort minimised conf 94%
Agent offered a perfunctory apology but quickly pivoted to a paid service pitch without acknowledging customer frustration or effort.
X2 Not Met Tone & rapport conf 92%
Agent maintained a scripted, one-size-fits-all tone and failed to adapt to customer’s repeated corrections and disengagement.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number multiple times; email was transcribed incorrectly; agent introduced unnecessary paid service barrier.
Call Transcript13 turns · 14 lines
Speaker 2
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, depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device's serial number ready. For assistance, press one now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available. Depending on your issue, to hear more about your service options, press two.
00:00
Speaker 1
Yeah. [ ] For, however, you say it links these. Um, it's not working. Um, my light is orange, and I've tried all the stuff I could find on the internet and it's still, still won't connect to my wi-fi. Yes, uh, 3-7-A-1-0-M as in mom, two, two, D as in dog, 00038. Yes.
01:00
Speaker 2
This is linksys, this is ice. How can I help you sir, I'm sorry to hear about that ma'am, may I have the serial number of your linksys brother?
01:00
Speaker 1
Oh, hold on. Nope, we did the first three wrong. Three seven A as in animal. Okay. Yes. Yes. Yes. Yes, Ma'am. Yes. [silence]
02:00
Speaker 2
two two okay let's start again three seven eight for three seven eight for Apple one zero M for Mike two two D for David 00038 all right. So your Linksys product is model E7350 and this is the only Linksys product you have. [ silence] [ silence] [ silence] [ silence] [ silence] [ silence] All right. [ silence] [ silence] And you mentioned that it's light is.
02:00
Speaker 1
That's a solid orange, it is not blinking. First name Ann, last name Belfuez. No E B as in boy, E-I-L, F as in Frank U-F-S there is an L before the F Yes
03:00
Speaker 2
Blinking orange. All right. Solid orange. All right. Uh, I'll create first record for you, ma'am. May I have your name? Your first name and a, N, N, E. N, N, E. Uh, uh, uh. And your last name is B, E-I-L, F-U-S-S-E.
03:00
Speaker 1
Yep. Uh, a L O F as in Frank, Q U I S T eight five at hotmail.com. Yep. Yep. Charter? For Spectrum, I'm sorry, Spectrum.
04:00
Speaker 2
that's T-L-O-P-F-Q-U-I-S-T-P-T at hotmail.com. All right. Thank you Ann. And your internet service provider is, I've Quess 85.
04:00
Speaker 1
Yes. Uh, we did. They got that resolved at 9:03, this morning. Yes. Okay. Okay.
05:00
Speaker 2
So um if you only have this L disabled virtual or model e e7350 um may i ask and if you had a power outage or an internet service interruption? All right. But still uh your router is showing a solid orange light which means your router may be In totally disconnected and you will have to reconfigure again your router to connect it online back online. But before we proceed on that and I have to update you first of your Lin prom product warranty status.
05:00
Speaker 1
Okay, I'm gonna try to figure it out myself. Thanks. Thank you.
06:00
Speaker 2
because upon checking on our system, it appears that your Lynx router is already out of warranty. So, I cannot provide you free technical assistance because your product is already out of warranty. If you want me to walk you through the steps on how to reconfigure again your router, you will have to apply for the paid Connect Service. Okay, and if you don't want to apply for the paid Connect Service, we have an email support. I can send you the guidelines to your email for free. [silence] You're welcome. [silence] All right, and that is all. Uh, you just need to reconfigure your router. I'll be sending the guidelines to your email. 85 ad the heart mil all right. Thank you for calling likeses off the and just check your email for the yes. Take care have a good day. Bye. [silence]
06:00