V2 Rubric Detail — 4e5539ce-6353-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 16:01
Duration
9m 38s
Contact
Cynthia McCarthy
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132605
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wireless configuration/Parental control
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing direct support by immediately introducing a non-refundable $15 fee without attempting any troubleshooting, even though the issue (Wi-Fi scheduling) is a common self-service task. This constitutes evasion of support responsibility, especially for an out-of-warranty device where best-effort troubleshooting is required.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to troubleshoot, misstated policy, and avoided assistance by citing a $15 fee without attempting any resolution path. Despite committing to send a guide, no real support was provided during the call, and the customer was left with unresolved needs. The interaction reflects avoidance and lack of technical or empathetic engagement.

V1 Case Analysis

Customer requested instructions to enable/disable Wi-Fi on a Netgear EAB3300V1.1 router. Agent incorrectly assumed Linksys device, offered no technical guidance, and mentioned a $15 assistance fee. Promised to email a self-help guide but did not confirm content or delivery.

Troubleshooting Steps
  • Collected serial number and email
  • Stated device is out of warranty
  • Mentioned $15 assistance fee
  • Offered to email self-help guide
Key Observations
  • Agent failed to identify the customer's device as a Netgear router (02:00, 04:00), leading to incorrect assumptions and guidance.
  • No technical guidance was provided for toggling Wi-Fi on a Netgear router, which is outside Linksys support scope (ACCURACY = 1).
  • Agent introduced a $15 assistance fee without attempting basic triage or clarifying Linksys cannot support Netgear devices (PROTOCOL).
  • Agent promised to send a self-help guide but did not describe its content, confirm its relevance, or send it during the call (RESOLUTION).
  • Customer expressed confusion and frustration, including questioning whether to buy a new router (07:00), indicating poor handling and lack of clarity.
  • Call ended without confirming next steps, customer understanding, or follow-up actions.
Positive Highlights
  • Collected serial number and email as requested in IVR (01:00–03:00).
  • Attempted to confirm customer name and email spelling (03:00), showing attention to detail.
  • Did not invent or guess model number when uncertain (02:00), though failed to act on correct identification.
Agent Errors / Gaps
  • Misidentified customer's Netgear router as a Linksys device (02:00, 04:00), which is a critical accuracy failure (ACCURACY = 1).
  • Provided no correct technical advice for toggling Wi-Fi on a Netgear router, failing to direct the customer to Netgear support or resources (ACCURACY).
  • Failed to clarify that Linksys cannot support Netgear devices, leaving the customer with false expectations (PROTOCOL).
  • Did not validate whether the customer could access the router via app or web UI before offering generic guidance (PROTOCOL/ACCURACY).
  • Allowed the call to end with only a vague promise to 'send a guide' without confirming content, delivery, or follow-up (RESOLUTION/COMMUNICATION).
  • Introduced $15 fee early and repeated it without adding value after customer hesitation (07:00), creating friction without justification (EFFICIENCY).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any actionable steps; only offered to email a guide after mentioning a $15 fee.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken — agent did not ask about router interface, login, or current settings before discussing fees.
R3 Not Met Correct resolution path conf 96%
Agent immediately cited a $15 fee for OOW support without attempting any best-effort troubleshooting (e.g., guiding to local UI or app), violating OOW standards.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify the actual symptom (Wi-Fi scheduling), asked no relevant questions, and did not pursue root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., router web interface, app guidance, or KB article) were used or referenced despite the issue being configuration-based.
T3 Not Met No misinformation conf 94%
Agent incorrectly stated the device was out of warranty and that $15 is charged 'for warranty devices,' which contradicts policy.
Communication
C1 Not Met Clear & professional language conf 95%
Agent provided no framing, jumped straight to pricing, and lost control by allowing the conversation to become disjointed.
C2 Not Met Confirmed understanding conf 94%
Agent used repetitive, scripted language and did not adapt to the customer’s informal tone or confirm understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent remained on the call and committed to sending a guide, but did not take ownership of resolving the actual request.
O2 Met Proactive follow-through conf 93%
Agent clearly stated: 'I'll send it to you once we end the call. Give me five minutes,' setting a specific next step.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history; this was the first interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a basic configuration question.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of frustration; interaction was transactional and dismissive.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust pace or tone to match the customer’s confusion and informal style, leading to disengagement.
X3 Not Met Overall experience conf 94%
Customer had to repeat model/serial info, and agent created effort by not offering real-time assistance or self-help links immediately.
Call Transcript16 turns · 17 lines
Speaker 1
Yes, hi. I have, I'm asking some questions in regards 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 1 now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unvailable, kindly call back later for out of warranty product. Paid support option may be available depending on the issue. [silence] Thank you for calling the system.
00:00
Speaker 1
Being about, um, starting and stopping My, the Wi-Fi, uh when I need to. And I have a spectrum, but I have a Netgear uh uh uh uh uh wireless router, like, whatever this is called. And they said that I needed to call you to find out how to do that. Um Uh, you need the serial number. Are you still there? Sorry. Okay, it is 2 1 P like Peter 1 1 M, like Mike 2 6 B like boy 0 0 1 9 4 Uh, and then what else do you need?
01:00
Speaker 2
[silence] Yeah, we can start with the serial number and model number. Okay, let me check.
01:00
Speaker 1
And where would that be? Um, bottom left. It's got only, um, WPS, oh wait a minute. It's at the top. It's very little. It looks like EAB-3, 300V 1.1 or 11. Patricia McCarthy.
02:00
Speaker 2
model number, the model number, Got it. What is your first name and last name so I can create a record for you?
02:00
Speaker 1
Sure, it's M C Capitals C A R T H Y. It is Cynthia text that's c-y-n-t-h-i-a m-a-t at earthlink.net
03:00
Speaker 2
how do you spell your last name, just to make sure you got it correct? And what is your email address? Got it. Just to verify the problem is that dropping of connection, right? Can you tell me more about the problem is it dropping connection or password?
03:00
Speaker 1
s5 PlayStation all the time and I don't want to do parental controls on it. I want to be able to turn the Wi-Fi off whenever I need to. So I need directions on how to do that. and Spectrum is what I have the service but I have the Linksys through you and they said that I'd had to talk to you if I had theirs, it would be a simple thing of on an app. So I'm wondering what do I have to do to you? Okay. Okay.
04:00
Speaker 2
All right, let me just check the settings with this one real quick. But, hold on.
04:00
Speaker 1
Well, how do I do that? Where do I go? I'm sorry. Say that again. (singing) Close? What does that mean? (singing) [Christmas carol sound ] (laughter) Hope. You charging $15 to do what? To assist. For you to. For you just. Oh, maybe I should just buy another one then. Yeah, I know. Parental control. What's that? Uh I know there's a parental parental control through through the PlayStation. I don't want to do that though. Is there. on the router.
06:00
Speaker 2
So for a warranty devices we charge fifteen dollars to assist you okay with it it's non refundable to assist it that is correct your device is out of warranty got Well you have I would understand it but you have other option though I can send you the guide I have your email here go ahead now what I'm saying is that no you're not doing it on uh your PlayStation on the router settings [silence]
07:00
Speaker 1
Do you have directions on how to do that? Or is that what you're asking? I have to pay $15 for? Okay. Okay. That would be great. And I will be able to stop it and start it from my phone or from I mean from um and the Linksys app or something. Okay, anywhere that I have email access. Is what you're saying?
08:00
Speaker 2
I'll know what I'm what I'm saying is that for after it is you you'll be charged $15 if we're going to assist you with that however you have second option I can send you the God know how you can do it yourself it's like a self-help guide it's gonna be the same if we're gonna do it here so it's up to you all right you can try using the links this app I think you I think you can manage it there or you can also use your laptop or computer if you have a laptop.
08:00
Speaker 1
or computer, any computer access? Okay. If you would send that to me, cynthia. mac at earthlink dot, that would be great. Okay. Okay. Thank you. You too. Thanks. Bye. Bye.
09:00
Speaker 2
Yes. All right, I'll send it to you once we end the call. Give me five minutes because I'll have to find the guy for you. And I'll probably add it. Thank you for understanding. I hope you have a nice day. Thank you. Bye bye.
09:00