V2 Rubric Detail — 5535c174-6e92-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-22 23:30
Duration
41m 54s
Contact
Vlademir Avetisian
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00134376
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350_Intermittent Connectivity
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent dismissed the issue by labeling the device obsolete without verifying support status or attempting best-effort troubleshooting, violating OOW support expectations.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to troubleshoot, diagnose, or provide technical guidance, instead dismissing the EA6350 as obsolete and advising the customer to buy any new router. Despite the model being within documented support life and OOW requiring best-effort help, no meaningful support was offered, constituting avoidance and triggering an auto-zero.

V1 Case Analysis

Customer reports intermittent internet drops on EA6350 (Spectrum). Agent incorrectly stated device is obsolete/end-of-support, performed no troubleshooting, and advised purchasing a new router. No case created; no valid support path offered.

Troubleshooting Steps
  • Collected model number (EA6350)
  • Collected serial number (14Y10J0A4826)
  • Identified ISP as Spectrum
Key Observations
  • Agent incorrectly claimed the EA6350 is end-of-support ([37:00]) — this is factually wrong per KB.
  • No troubleshooting was performed despite a clear technical issue (intermittent WAN drops).
  • No warranty status was verified; no case was created.
  • No escalation or self-help path was offered beyond purchasing new hardware.
  • Customer was left with no actionable steps and incorrect information.
Positive Highlights
  • Agent correctly identified the router model (EA6350) and serial number (14Y10J0A4826).
  • Correctly explained that private vs public IP assignment is determined by the ISP ([40:00]).
Agent Errors / Gaps
  • Incorrectly stated that the EA6350 is an obsolete, end-of-support model ([37:00]) — contradicts KB; the EA6350 is not listed as end-of-life.
  • Did not perform any standard troubleshooting steps (reboot, WAN check, firmware update, ISP coordination) for an intermittent WAN issue.
  • Did not verify warranty status or create a HappyFox case.
  • Did not offer any valid escalation, self-help, or KB article path.
  • Provided no actionable next steps beyond purchasing a new router, leaving the issue unresolved and incorrectly closed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide a valid path forward; only advised buying a new router without troubleshooting or configuration support.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps were taken; agent skipped diagnostics and did not verify symptoms or attempt resolution.
R3 Not Met Correct resolution path conf 90%
Agent declared the EA6350 obsolete and unsupported without verifying support status or offering best-effort troubleshooting for an older model.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the root cause, ask diagnostic questions, or follow a logical process; jumped to 'buy new router' conclusion.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., firmware check, admin interface guidance, logs) were used despite the need for troubleshooting connectivity drops.
T3 Partially Met No misinformation conf 85%
Agent correctly stated that routers use private IPs locally, but provided no other accurate technical guidance or configuration help.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent collected basic info and acknowledged the customer, but lacked clear structure, expectations, or control during the interaction.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language and confirmed understanding on basic points, but did not adapt to customer’s confusion about settings or vision needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoided ownership by dismissing the device as obsolete and offering no follow-up or internal resolution path.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timelines, or follow-up commitments were provided; customer was left to self-resolve.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted based on the call content.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite but offered no empathy for frustration, repeated connectivity issues, or vision impairment; tone was transactional.
X2 Partially Met Tone & rapport conf 75%
Agent responded to customer’s pace and allowed time for son’s assistance, but did not adjust communication style or check comprehension on key topics.
X3 Not Met Overall experience conf 90%
Customer was forced to repeat information and ultimately told to buy a new router without agent-side troubleshooting, increasing effort.
Call Transcript17 turns · 27 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 1 now. For out of warranty products, paid support may be available depending on your... 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. [silence]
00:00
Speaker 1
Hike. [silence] Well, Kyle could clear it. [silence] Iceland connected. [silence] connected, but . we . links is disconnected. [silence] Hello, listener. We got to round here. signal written active for now Sure. [silence]
01:00
Speaker 2
Hello, thank you for calling Linksys. My name is Bill. This is your first time calling. You may have your first interview.
30:00
Speaker 1
Last name, A-B-E-T-I-S-A-N. I-A-N. Nothing, email, uh, B-A-V-E-T-N-8-18-hotmail.com. Nothing, phone number. Uh, cell phone number is 3-8-6-8-0-8-2.
31:00
Speaker 2
Uh may I have the spelling for the last name please? Yes. Okay and uh may I have your email please. All right thank you. And what is your current phone number please? Yes phone number. Yes phone number. Okay and what phone number are you currently using right now please?
31:00
Speaker 1
Well, this is the uh like land, uh phone, wireless, 2003-386-8082. Uh uh What did you say? I was talking? Uh, links. Uh, but now I have to. I did it good. Gosh. Just one. It links this 100 uh Yep. see real number just a second
32:00
Speaker 2
how many
32:00
Speaker 1
If my phone... If my phone is working, just a second. I made the note of this, a serial number, just a second. My son, my vision is bad. Hi. I will give him he will actually, because my vision is bad I can't read it. So my son will help you to see above certain number. Just a second. He's coming. [silence] Serial number. Horn. A kosavo kitah. Nikos. Nikos. Livia. just a second I will define my photo the serial number yes okay serial number hi it's fuzzy I don't see that's okay serial number is 14 Y 10 J 0 A 4826 just a second it link sees just a second I gotta get the link sees oh 00 It's EEA 6350. You're welcome. uh spectrum uh so you're going on uh looks like it was dropping dropping now uh five minutes ago it's actually connected that after a couple of minutes is dropped, but now looks like it uh let me see on the phone if it has stayed connected just a second. Just a second.
33:00
Speaker 2
look for the model number okay thank you all right uh thank you so much that's um all we needed and um who's your internet provider okay spectrum all right how may I help you with this linksys router uh-huh uh-huh uh-huh [silence] uh-huh uh-huh And so how long have you been using this Linksys router?
35:00
Speaker 1
change I P it's actually to buy the new one so I put the link sys it works like probably looks like six months uh in target Trumbull
37:00
Speaker 2
And where did you purchase this Linksys router? Okay, Target. Well, um, we, we will need to inform you that the Linksys router that you're currently using is an obsolete model, which we no longer have. Uh, this device is already an end of support, okay? Um, which means it's already phased out. So, we no longer have this product and it's already been end of support. Now, um, for you to have a an updated router or a better connectivity security, then you should choose the updated router model that's in the market, not this one because Right. For the obsolete. Yes, for. [silence]
37:00
Speaker 1
Okay, uh, maybe you could just tell me what settings I should use. Um, private, uh, because the people all family is using this phone, so, uh, this internet, so, 87, I want to tell you my settings, uh, uh, Yes, so, uh, settings should be I believe is uh N right the best one. No, uh, I'm asking what, uh, when I am setting up the new router, this uh, they are actually, you know requiring to choose the options which security and stuff to choose.
39:00
Speaker 2
Um, well to, uh, tell you honestly, yeah, well to tell you honestly that, okay, go ahead. are we talking about the settings of this phone
39:00
Speaker 1
It's private or public, for example. It's two varieties. Another one – so, this settings, what if you are this – if you know this, you could tell. Yes, when I will buy – with internet provider. Uh, okay, okay, okay. Uh-huh. Okay, so, looks like we found a solution for this. So, you say, uh, okay.
40:00
Speaker 2
Okay, that depends if you have, yeah, if you already have the new router. If you're talking about private and public IP, that's coming from your internet provider. Yes, if you're curious about your private IP address, or if it's public, you ask your internet provider for that because that's coming from them. But with your router, that always has a private local IP.
40:00
Speaker 1
I will buy the new one. Now, what you recommend? What kind of the router to buy, anyway? To upgrade it or something? Because this link and this didn't work so good. Anything? Hello? Okay. All right. So, any brand? Any brand. Which one is the best? For example, I had a Netgear. It was very good, but, you know, and now, looks like that's three, four, five, okay. It's my problem, not yours. All right? Thank you so much for helping. I will buy right now something and try it. All right. Thanks. And have a nice day, night, and week, weekend, or whatever. Bye now. Thank you so much. Bye bye.
41:00
Speaker 2
Anything? Yeah, you just have to ask that you need an updated router. Yes, updated router. Yes, any brand. Mm-hmm. You're welcome. Okay, sure. No worries. Thank you for your time. You too. Okay. Bye-bye. Thank you. [silence]
41:00