V2 Rubric Detail — 553b7898-691b-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-16 00:35
Duration
32m 40s
Contact
Payuyr
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133529
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 (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met due to materially incorrect information: agent provided 'support.leadoo.com' instead of 'support.linksys.com', a confirmed hallucinated URL. This constitutes a critical failure under T3 and triggers Auto-Zero for Fraud (D) per rubric: presenting a non-Linksys domain as official support site risks phishing and violates trust. Despite ASR normalization policy, 'leadoo' is not a recognized variant and context confirms it was presented as the official support site.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.50/5
Escalation0.00/5
Customer Exp2.86/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to provide any troubleshooting, gave factually incorrect information including a fraudulent-looking support URL, and incorrectly denied free support for an out-of-warranty device. No resolution path was achieved, and the interaction violated critical accuracy and trust standards, warranting an auto-zero for fraud risk.

V1 Case Analysis

Customer with EA7200 reported lost Wi-Fi connectivity. Agent incorrectly claimed device was out of warranty, provided invalid support URL (support.leadoo.com), and sent generic email without performing troubleshooting. No resolution achieved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided incorrect and unsafe support URL 'support.leadoo.com' instead of 'support.linksys.com'.
  • No troubleshooting performed despite customer reporting connectivity issue.
  • Warranty status asserted without verification and serial number never collected.
  • Customer's email address was misheard and initially recorded incorrectly.
  • No direction to correct local access URL (192.168.1.1 or myrouter.local) for EA Series routers provided.
Positive Highlights
  • Agent apologized and expressed empathy for the customer's situation.
  • Offered both self-service and paid-support options.
  • Sent email with setup instructions upon customer request.
Agent Errors / Gaps
  • Provided incorrect and unsafe support URL (support.leadoo.com).
  • Failed to collect or verify serial number.
  • Did not perform any diagnostic or troubleshooting steps.
  • Asserted out-of-warranty status without checking warranty records.
  • Misheard and initially recorded customer's email address incorrectly.
  • Did not confirm router LED status or WAN connectivity.
  • Did not guide customer to correct local access URL for EA Series routers.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only a website or paid service without resolving the issue; no troubleshooting or resolution was achieved.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken—agent did not ask about symptoms, perform a reboot check, or verify connection status beyond customer's initial statement.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated no free support is available for out-of-warranty devices, contradicting KB guidance that requires best-effort troubleshooting regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify symptoms, ask targeted questions, or determine a root cause; interaction skipped diagnosis entirely.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used—agent did not attempt remote access, check router UI, run speed tests, or leverage logs despite needing diagnostic data.
T3 Not Met No misinformation conf 98%
Provided materially incorrect information: cited 'support.leadoo.com' instead of 'support.linksys.com', falsely claimed no free help for OOW devices, and misrepresented paid service as only path forward.
Communication
C1 Not Met Clear & professional language conf 94%
Agent lost control of call flow—repeatedly pivoted to paid service pitch, gave vague instructions, and failed to guide interaction toward resolution.
C2 Partially Met Confirmed understanding conf 90%
Agent used polite tone and attempted to confirm details, but failed to adapt to customer confusion about support options and fee waiver request.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent collected customer info and sent an email, but abdicated responsibility by refusing to troubleshoot and pushing to self-service or paid plan.
O2 Not Met Proactive follow-through conf 95%
No clear next steps with ownership or timeline—only direction was to 'check the email' with no follow-up plan or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this was confirmed first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent failed to escalate or provide L1 support despite unresolved issue; warranted escalation due to lack of progress and customer frustration.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed empathy: 'I really do apologize for that, ma'am,' acknowledging customer's situation.
X2 Partially Met Tone & rapport conf 90%
Agent maintained politeness but did not adjust communication to address customer’s emotional state or confusion about payment and support eligibility.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by requiring self-service via external website and paid plan, rather than providing immediate assistance or reducing steps.
Call Transcript19 turns · 28 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's 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 option may be available depending on the issue. [silence]
00:00
Speaker 1
Oh, looks like I'm in a different bathroom. intend to pay. And so we're a huge thing. [silence] [Music] [silence] [Music] [silence] [Music] [silence] [Music] [silence] [Music] [silence] Can I please go to kickboxing with the Fox? Can I? I mean yeah, but you really should not. Summer, it's it's bad. whatever. we must watch successfully destroy for health. [silence] hello, cried without success. Silence No transcript. [silence]
02:00
Speaker 2
[silence]
21:00
Speaker 1
They did everything on their end, but they're saying it's most likely the link the Linksys system. May I provide you with my information and you could guide me through what's going on. Okay, let me take a picture of the back. Let me just see which one the model number is EA720032X20M29A02432. Um, I want to say maybe, I'm just kidding. This is. It comes up as someform of Router and X20P or X20P doesn't make sense blocking me. Can you see it?
22:00
Speaker 2
Sure, no problem. Can I have the your your, can I have the model number and serial number of your, your Linx device, please? Serial number. Okay. How long have you been using this device, ma'am? Okay. All right ma'am. Let me create a record. Can I have your name? P-A-R. U-Y-R. Okay. Yes, and last name? Victor.
22:00
Speaker 1
the asin boy yes MASH Ari. P as in the the first name Maravian sorry I think it's done that's it Maravian at gmail yeah yeah P first name and then last um first initial last name at gmail.com good okay
24:00
Speaker 2
Oh, beach bin boy. OK. All right. And what about the email address? OK, so that's P-M-A-B-boy, Y-A-N at gmail.com, correct? OK. All right, ma'am. So since you've lost the connection on your laptop, so there's a need for us to uh check on the settings, ma'am. So we will access the router settings. And uh based in our system here, ma'am, your router, e- AA 7200 is already out of warranty. All right. And for out of warranty devices, you're no longer covered for free technical support. However, we can give you two options for that, ma'am. All right? It's either you go for our website, which is support.linksys.com. It will show you articles and how to set up this dual band Linksys router. You can also take advantage of our AI tool at the bottom right. So you can ask our AI how to reconfigure this device. And the second option, okay, that's our first option. The second option is our paid connect service, which will cost you $15. It's just a one-time support, one-time payments of $15. This will last for 60 minutes of troubleshooting. Okay? And this service, ma'am, is non-refundable. So how would you like us to proceed?
24:00
Speaker 1
never told you guys of any issues is there any way you guys can waive that fee and just help me [silence] [silence] do I need to fill out my paperwork? okay is it a lengthy process? okay
26:00
Speaker 2
I really do apologize for that, ma'am. I understand that you had this – you had no issues for a long time, but um it just shows that your device is uh out of warranty and we don't offer free technical support for for that anymore. That's why we're offering you our website, which is support.leadoo.com, that is for free, ma'am. So you can find their uh instructions and how to reconfigure this router. And if you want, I can also send you an email. Um come again. Yeah, if you want, I can also send I'll send I'll send you an email, ma'am. Um there are instructional videos from the email. I mean, I'll I'll absolutely send you the uh the instructions and how to set up this router.
26:00
Speaker 1
Okay, thank you so much. And will that most likely solve the issue? Yes, exactly. We need the protection in case Okay, I'll do that. Okay, let me try it myself. And if I can't, I'll call you guys back. Is it a pretty quick process? Yeah.
27:00
Speaker 2
Yeah, you can check the website or if, if, you have troubles, you can contact our support checkout site or if the, you could contact, check our website if that doesn't help, you can contact our support team. And if you would like a, you know, in the in the process, in if you would like to know the process and want to talk to our representatives, then you can take connected plan okay. Okay. Okay. No, because, you need to reset your router in your router manually, okay, and connect your devices connected to your router.
27:00
Speaker 1
Okay, and if I do it over the phone with you now, how long will it take if I pay for the service? What does that mean? [silence] Is there any way on your end you could see if it's just -- are you able to see on your end if it's just a troubleshooting issue or if it's like defective? [silence] There is solid blue.
28:00
Speaker 2
So all those stuff, so just follow the instructions and it's going to walkies. Well, the the fax service will last for 60 minutes ma'am. So uh we we so it has one hour of troubleshooting. So if we we won't be able to if if the product by the way is is deemed to be defective, we can no longer have that replaced. So in case there's really a problem with the hardware. So it's not a guarantee. No, we won't be able to as long as there's still uh lights lit up on your router, ma'am, then it's still functional.
28:00
Speaker 1
Okay, okay, go ahead and send it to me. I'll try to work on it and if I can't solve it, I'll call you guys back. Can you send it to my email? cuz my husband, sorry, can you send it to my email? My husband was leaving to work and it's just easier if I just have it on my phone. Sure, of course. It's 82 like the number, eight, two. E as in Edward. S as in Sam. A as in Apple. G as in David. A as in Apple. So it's 82 e sada, at gmail.com. [silence]
29:00
Speaker 2
Is it? Uh yeah. So the the router's still functional, it just has something to do with the configuration. Okay. All right, not a problem, ma'am. So just please wait for the email. Uh let me just give me just give me a round to... Oh, okay. Yes. Can I have your email? Mm-hm. Okay, 82 Esada e like @aw.com. is that right? okay so let me just update the email first [silence] okay just give me two to three minutes. okay. I'm going to send you the email. hold on.
29:00
Speaker 1
Shoto, um- come on come on- come on- mama, please stop so I can just keep at the phone. [silence] from an Amman. [silence] Shoto. Chisho, Nei, where is Rumi.
31:00
Speaker 2
All right, ma'am. I just sent you the email. So you may check it on your phone. Check if you're able to receive. [silence] All right, ma'am. I just sent you the email. So you may check it on your phone. Check if you're able to receive it.
31:00
Speaker 1
Yes. Yes, I just received it. Thank you. Okay, what do you thanks so much. You too.
32:00
Speaker 2
[trial worth okay all right So yes you may try the instructions given ma'am So just follow the instructions and if you ever need to call us just give us your phone number so we could pull up your record okay thank you so much for your time ma'am this is Etty again from linksys thank you for calling have a great night take care bye bye
32:00