V2 Rubric Detail — 54d0bfee-5f89-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-03 20:18
Duration
5m 52s
Contact
Ginger French
Issue Type
VPN
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jane Hebia
HappyFox Case
#LTS00131067
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300 No wire internet connection
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided troubleshooting and dismissed customer with an irrelevant upgrade suggestion instead of providing technical support.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, incorrectly claimed the device was end-of-life without verification, and dismissed the customer with a recommendation to buy new hardware. No troubleshooting, empathy, or ownership was demonstrated, resulting in an unresolved case and a clear violation of Avoidance/Evasion policy.

V1 Case Analysis

Customer reports outdoor cameras stopped connecting after enabling phone-based VPN. Agent did not troubleshoot, incorrectly claimed device is end-of-life, and suggested purchasing MX2000 without validation.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to address the customer's stated issue: camera disconnection after phone-based VPN use.
  • Warranty status was declared without verification; no model confirmation or lookup was performed.
  • No troubleshooting steps were taken, and the call ended without validating any resolution path.
  • The MX2000 recommendation was unsupported by the KB for this issue type.
Positive Highlights
  • Collected customer name, phone number, serial number, and email accurately.
Agent Errors / Gaps
  • Failed to diagnose or troubleshoot the reported VPN/camera connectivity issue.
  • Provided an unverified warranty claim without confirming model or checking warranty status.
  • Did not confirm router model before giving advice, risking incorrect product recommendation.
  • Ended the call without confirming resolution, next steps, or offering any self-help resources.
  • Missed opportunity to explore the customer's own hypothesis about the phone-based VPN causing the issue.
  • Recommended MX2000 without any troubleshooting or validation, contradicting KB guidance for VPN-related issues.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the camera connectivity issue or offer any valid resolution path; closed with a suggestion to purchase new hardware without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting was conducted — no questions about reboot, firmware, network settings, or camera compatibility; skipped basic diagnostics.
R3 Not Met Correct resolution path conf 96%
Agent declared device 'end of life' without verifying model, serial, warranty status, or ISP provisioning — misapplied policy and failed to provide best-effort support for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms systematically or ask diagnostic questions; failed to determine root cause of camera disconnection or VPN impact.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — did not direct customer to access local UI, check logs, test connectivity, or verify configuration despite clear need.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated the router is 'end of life and end of support' with no basis; this is factually wrong per KB — all routers receive firmware updates regardless of age unless EOL announced.
Communication
C1 Not Met Clear & professional language conf 93%
Agent lost call control immediately — failed to frame interaction, set agenda, or guide conversation; allowed disjointed exchange and abandoned structure.
C2 Not Met Confirmed understanding conf 92%
Agent used confusing phrasing ('roast', 'confident ssh', 'pull down dip switch') and did not adapt to customer's fragmented communication or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoided ownership by suggesting customer buy a new router instead of attempting diagnosis or offering actionable help.
O2 Not Met Proactive follow-through conf 94%
No next steps provided — only told customer to call back after purchasing new router; no timeline, action plan, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 91%
Agent failed to escalate despite lack of troubleshooting and unresolved issue; explicit management request or legal risk not present, but warranted escalation due to complexity beyond L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
No empathy expressed — did not acknowledge customer frustration, repeated effort, or impact on security cameras; remained transactional.
X2 Not Met Tone & rapport conf 92%
Agent maintained a rigid, scripted tone and did not adjust pace or style to match customer’s confused, halting delivery.
X3 Not Met Overall experience conf 94%
Customer had to repeat personal information; agent introduced unnecessary complexity by suggesting hardware replacement instead of simplifying issue.
Call Transcript11 turns · 11 lines
Speaker 1
Well, um, I did something where I was watching TikTok and it said that VPN, if I put a private address or whatever in there, it would block ads on my
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, pay, 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. [silence] Hi, thank you for calling Linksys. This is Regina, what I help you today?
00:00
Speaker 1
Well, it worked, but then it kicked back in, again. But ever since then, my cameras, outside, are not downloading. And connecting to the Wi-Fi, no more. Connect it to my phone. My camera's outside. Yeah. No . Yeah.
01:00
Speaker 2
Okay, so let me just confirm. What are you trying to do with your Linksys router? You're trying to connect your security cameras to your network? Uh huh. [silence] This is your first time calling us for support, ma'am? [silence] And are you calling from the United States? OK, so, may I know your first name and last name? [silence] Can you spell it for me, your first name?
01:00
Speaker 1
Can I spell my last name? G-I-N-G-E-R. Phelps. P-H-E-L-P-S. P like a pig, H like in horse, O like in Oreo cookie. Uh, no. P-H-E-L-P-S. Yeah. Phelps. Yeah. Yeah. hello, oh, area code 2 1 0 7 0 8 8 1 8 2. [silence] [silence]
02:00
Speaker 2
Yes. Your last name? Oh, B-H-D-L-B-S. Phelps. And your callback number? Your callback number? And your email?
02:00
Speaker 1
Yeah. What kind I have? one. F-N-1-0-A-4-0-M-2-C-A-0-5-1-9-9. Spectrum.
03:00
Speaker 2
Okay. Sounds. Good. Roast. I guess it spells as Q U E N N E R O S E one, seven, seven, zero at gmail.com. And how many links is router do you have? links is? How many links is product do you have? Can you please provide serial number? And who is your internet service provider? [silence]
03:00
Speaker 1
[silence] look for what? You said what kind of routers? [silence] Okay. [silence] 2200. [silence] Click the box that says front and the box that says the rear and pull down the dip switch and set it to five and pull down the ethernet cable of the front and plug it into the back behind you. Okay. [silence] That looks up. [silence] Go with the router. [silence] Wireless router. [silence] Remarks Router. From the confident ssh whatever it's just SS4. [silence] Just connect into the [silence] terminal. Sorry what? [silence] Buh buh login. [silence] [silence] It's an HTTP login manual. [silence] Logging into what? [silence] It's [Silence] your logs for ci it's probably [silence] your security set.
04:00
Speaker 2
Okay, now before we proceed with your concern, Ginger, I would like to set an expectation regarding the warranty status of your linksys router. By the way, this device is no longer or it's already reached its end of life and end of support. So I highly suggest that it's time for you to do an upgrade or purchase a new one. So you can actually look for an MX 2000 and call us back so that we can assist you to set up your newly purchased router, okay? So, MX, M for Mike, X for X-ray, 2000. Then, yeah.
04:00
Speaker 1
Okay, but I think it's because I put a VPN in there on my phone. I don't know. That's what it is. See you. Okay, thank you. You too. You too. Bye-bye. [silence]
05:00