V2 Rubric Detail — 438f206c-6c19-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 19:58
Duration
6m 9s
Contact
Mr Davis
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134118
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent refused to perform any troubleshooting and demanded payment before providing assistance, violating OOW best-effort policy.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.1/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-62.0)

V2 Grader Summary

The agent failed to diagnose or resolve the customer’s internet issue, instead demanding a $15 fee upfront without attempting any troubleshooting. This constitutes avoidance of duty, lack of ownership, and failure to follow OOW best-effort guidelines, resulting in a complete lack of resolution and customer abandonment.

V1 Case Analysis

Customer reported no internet on EA8300 after moving. Device out of warranty. Agent offered $15 paid support; customer declined. No troubleshooting performed.

Troubleshooting Steps
  • Collected model number (EA8300)
  • Collected serial number (21P-10C6C713418)
  • Verified out-of-warranty status
Key Observations
  • Agent correctly identified the EA8300 as out of warranty based on serial number lookup.
  • No basic troubleshooting (power cycle, cable check, WAN status) was performed before offering paid support, despite the issue being a common post-move setup problem.
  • Agent did not provide self-help resources (e.g., KB articles, local login URL) after customer declined paid support.
  • Customer declined paid support due to lack of guarantee, leaving the issue unresolved with no alternative path forward.
  • Agent followed correct protocol for out-of-warranty support eligibility (paid support offer).
Positive Highlights
  • Accurately collected and verified product model (EA8300) and serial number (21P-10C6C713418).
  • Correctly identified and communicated that the device is out of warranty per KB guidance.
  • Technical advice (paid support offer for out-of-warranty devices) was fully accurate per the KB.
Agent Errors / Gaps
  • Skipped essential troubleshooting steps (power cycle, cable check, WAN status verification) prior to offering paid support.
  • Did not offer any self-help guidance after customer declined paid support.
  • Failed to acknowledge customer frustration or provide empathy during the interaction.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolved the issue or provided any troubleshooting; call ended with no solution.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps taken (e.g., reboot, check lights, verify connections); agent skipped all troubleshooting.
R3 Not Met Correct resolution path conf 97%
Agent demanded $15 payment before any assistance, violating OOW best-effort policy requiring real troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify symptoms beyond 'no internet' or ask relevant diagnostic questions.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., no remote access, no guidance to http://192.168.1.1, no speed test suggestion).
T3 Met No misinformation conf 94%
Agent correctly stated the $15 OOW fee and clarified there's no guarantee of resolution.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent collected model/serial and stated policy, but failed to guide toward resolution or manage frustration.
C2 Met Confirmed understanding conf 92%
Agent used simple language and repeated questions clearly, adapting to customer’s informal tone.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent refused to troubleshoot without payment, showing no ownership of the customer’s issue.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up offered; interaction ended abruptly.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 91%
Agent failed to escalate or attempt troubleshooting despite customer’s clear need and frustration.
E2 Not Met Escalation prep & handoff conf 91%
No escalation occurred, so execution criteria cannot be satisfied.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
No empathy expressed despite customer’s profanity and frustration; agent remained transactional.
X2 Not Met Tone & rapport conf 95%
Agent used formal tone and rigid process, failing to adapt to customer’s emotional state.
X3 Not Met Overall experience conf 96%
Added friction by requiring payment before help; customer repeated info and got no assistance.
Call Transcript11 turns · 12 lines
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 depending on your issue. To hear more about your service options, press two. 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 the issue. Thank you for calling. This is my name is is going to help.
00:00
Speaker 1
I'm having trouble setting up my linksys shi- the router. And I only have the – where's the serial number? I only have the model. Eee... a... 8300. So where do I find the number at? I just told you the model number. I'm talking about the serial. You said where? I could find the wear. Use cabal? [silence]
01:00
Speaker 2
What is your serial number and model number? of that? I also need the serial number but we can start with the model number. What's the model number? The model number you can find at the bottom of the unit itself. That's at the bottom part. Yeah, the serial number. Bottom part of your Linksys router.
01:00
Speaker 1
All right, yeah, are you ready? Are you ready for the serial number? No. 21, p-1, 0C, 6, C71, 34, 18. That's a serial number. Is that what? Mr. Davis.
02:00
Speaker 2
Henri. [ silence ] All right. Checky. What is your first name and last name so I can create a record for you? What is your first name and last name so I can create a record for you? Okay. [KEEP_UNCERTAIN] is your email address okay to answer them now? who is your internet provider? what have you done to far prior to calling? I'm asking what have you done so far prior to calling [silence]
02:00
Speaker 1
no internet so for some reason the only thing I haven't done is restart the power button on the spectra box most most most most in where I got a new place and they gave it to me mhm I don't give a about warranty, bro. I had this shit for like four years already. just I just want the internet on.
04:00
Speaker 2
Okay. And can I ask when and where you purchase this router? Yes. Let's see. So, the reason for asking is that when I checked the serial number right here, your EA 8300, unfortunately, it's out of warranty. For out of warranty devices, if we're going to assist you, you'll be charged $15.00 non refundable.
04:00
Speaker 1
[silence] Oh, okay. I see what you're saying. $15 for assistance? Okay, well, I pay after I get assistance. Nah, fucking not. You're going to get my shit online and then I'll pay. I get you, bro. I get exactly what you're saying. But I'm not going to pay and then you not be able to help me out and my shit still doesn't work. Is it a guarantee that you're going to get my shit online? [silence]
05:00
Speaker 2
what I'm saying is that for out-of warranty devices, for us to assist you, you'll be charged $15 for assistance. No, we're gonna charge you up front. So, let me make sure that you understand. If you're going to pay, [silence] I understand that. So, if that's the case, we cannot proceed because I need to charge you first before we proceed. [silence] I'm going to be transparent with you. There's no guarantee that I can fix your problems since I don't know what is the problem right now.
05:00
Speaker 1
All right, then, we're done. No, we done, brother. Have a good day.
06:00
Speaker 2
Also, whether the price is fixed or not, there's still going to be $15. [noise]
06:00