V2 Rubric Detail — 4a644ce2-65ce-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 19:46
Duration
7m 18s
Contact
No Name
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133160
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent refused free troubleshooting for an out-of-warranty device despite policy requiring best-effort support, and instead pushed a paid service option.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership2.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-52.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly claimed that out-of-warranty devices are ineligible for free support, and avoided ownership by offering only a paid session or email instructions. This constitutes a clear violation of the OOW best-effort standard and resulted in no progress toward resolving the customer's connectivity issue.

V1 Case Analysis

EA7300 with no internet after reboot; out-of-warranty. Agent offered paid support; customer declined. Agent promised email with reset/setup guide but did not confirm email address. Follow-up required to ensure delivery.

Troubleshooting Steps
  • Collected model and serial number
  • Checked warranty status
  • Offered paid-support session
  • Provided self-help reset instructions via email
Key Observations
  • Agent misread the serial number at [03:00], saying '1 9 as in tangle 1 0 as in Sam', which is incorrect and caused confusion.
  • Agent failed to confirm the customer's email address before committing to send instructions, despite the customer spelling it phonetically ([05:00]: 'H C K N A P P... Papa, Papa').
  • No live troubleshooting was performed; agent immediately defaulted to paid support or email self-help without diagnosing the issue.
  • Agent did not acknowledge or explore the trigger event (Spectrum-mandated reboot) that may have caused the issue.
  • Long silences ([00:00], [02:00], [04:00]) indicate poor call control and lack of active engagement.
Positive Highlights
  • Collected essential device information (model and serial) early in the call.
  • Clearly explained the impact of a factory reset on existing Wi-Fi settings and device connections.
  • Offered a self-help option when the customer declined paid support, maintaining a path forward.
Agent Errors / Gaps
  • Misread serial number during verification, introducing risk of incorrect device lookup or case documentation.
  • Failed to obtain or verify the customer's email address before promising to send instructions, creating a high risk the self-help path will fail.
  • Provided no live diagnostic steps; relied solely on a self-help email without attempting basic troubleshooting such as checking WAN/LED status or modem connectivity.
  • Did not confirm or explore the impact of the Spectrum-initiated reboot, missing a key trigger event.
  • Allowed long silences without explanation, indicating poor call pacing and control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
No resolution achieved; agent offered only paid support or email instructions without resolving the connectivity issue.
R2 Not Met Diagnostic thoroughness conf 95%
Only asked about power outage; skipped basic troubleshooting like checking cables, LED status, or WAN connection.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly refused free troubleshooting for out-of-warranty device, violating OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process followed; failed to identify symptoms or root cause beyond vague disconnection claim.
T2 Not Met Appropriate tools / resources used conf 90%
Did not use any tools (e.g., remote diagnostics, web UI check) even though customer was on the call and issue was resolvable.
T3 Not Met No misinformation conf 95%
Agent stated out-of-warranty devices cannot receive free troubleshooting, which contradicts Linksys policy per universal_escalation_guide.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Set expectation about email delivery but lost control by shifting to paid support instead of guiding toward resolution.
C2 Met Confirmed understanding conf 90%
Used simple language, repeated serial number for clarity, and avoided technical jargon.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Avoided ownership by refusing to troubleshoot and pushing paid option instead of attempting free resolution.
O2 Met Proactive follow-through conf 90%
Clearly stated next step (email with instructions) and provided a timeline (3–5 minutes).
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the issue type.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Apologized but did not acknowledge customer’s frustration or prior effort with Spectrum.
X2 Not Met Tone & rapport conf 90%
Interaction remained transactional and scripted; failed to adapt to customer’s confusion or pace.
X3 Not Met Overall experience conf 95%
Made customer repeat serial number and forced them to self-troubleshoot via email instead of providing real-time help.
Call Transcript16 turns · 16 lines
Speaker 1
well yes uh Spectrum uh said I should probably call you I'm having trouble with my router
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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. **Linksys** customer support. Let's see if. Hello. Thank you for calling **Linksys**. Well, I don't know how big is your outbreak. [silence]
00:00
Speaker 1
Right. Well, the model number is EA7300. And I have no idea where it, where's the serial number at. Okay. Let's see. [silence]
01:00
Speaker 2
All right. So, just to confirm, there is no internet connection coming from your Linksys router. Is that correct? I see. All right. Now, you should let me assist you with this concern. Before we proceed, can you provide the model number and the serial number of your Linksys device? OK. You can start holding on then. Mhm. You can find it under the router, sir. It's on the sticker printed on the sticker.
01:00
Speaker 1
This is the third number down. Is this the third number down? I just gotta put the phone down. Okay. It's 19T 10S 00801.
02:00
Speaker 2
[silence] You can find SN on the bottom. It's on the speaker under the router.
02:00
Speaker 1
281. Oh, it's out of warranty, I'm sure. It's old. I'm sorry. uh yes [silence]
03:00
Speaker 2
got it. Thank you so much for providing me the information sir. please bear with me for a moment. let me check the warranty status of your device here. let me see. all right so it's 1 9 T as in Tango, 1 0 as since I'll provide the serial number again and correct me if I'm wrong. the serial number that you provided is 1 9 as in tangle 1 0 as in Sam. 0 0 8 0 1 2 8 1 is this correct?
03:00
Speaker 1
[silence] Arrow is no. Well, uh, when I called Spectrum, they had me reboot the uh router, which I did, uh, and it didn't seem to work.
04:00
Speaker 2
All right, sir. Is there any power outage or any internet outage happen before it get disconnected? || Just suddenly disconnected or the internet is not working anymore. [silence] All right. [silence] All right, so based on the record here sir with this serial number that you provided to me, your device.
04:00
Speaker 1
OK. You had email, I guess. OK, H C K N A P P. That's Papa, Papa.
05:00
Speaker 2
this is already out of warranty. And for the out of warranty device, I do apologize, but I could not provide a free troubleshooting over the phone. However, if you insist, I can provide one time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, but you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, if you don't want to proceed with the payment, what I can do here is I could send you an email instead on how to troubleshoot issue by yourself, a step by step instruction on how to troubleshoot it. And also, you may consider trying our Linksys AI agent for guidance and it is for a charge. Which one would you prefer? Can you provide your best email address, sir, where I could send the?
05:00
Speaker 1
Okay. Okay. Okay. What are you going to do now?
06:00
Speaker 2
earth link at net. Alright. And what I could highly suggest to you, sir, is for you you to reset this device and then set it up again. So I will send you a step-by-step instruction on how to do it. And just to set the proper expectation, sir, once you press the reset button, your device will go back to its default settings and all the devices that are connected to your router or to your Wi-Fi will be disconnected and really you can set it up again and use the old Wi-Fi name and password that you have, if you want. All right. So, expect an email from me, sir, within three to five minutes after we end the call. All right. Thank you, sir.
06:00
Speaker 1
Okay. Okay. Okay, thank you.
07:00
Speaker 2
I will send you the email start by start instruction on how to connect it back to your network. All right. Thank you so much, sir, and have a good one. Bye for now.
07:00