V2 Rubric Detail — 5578269c-6341-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 13:52
Duration
6m 36s
Contact
Jeff
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00132566
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 (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent avoided meaningful troubleshooting and prematurely dismissed the case by citing end-of-life status without attempting best-effort support, constituting Avoidance/Evasion (critical failure B).

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent declared the router end-of-life and suggested purchasing a new device without performing any diagnostic steps or providing real-time assistance. Only a promise to email setup instructions was offered, with no empathy, troubleshooting, or ownership demonstrated. This constitutes a critical failure due to avoidance of support responsibilities.

V1 Case Analysis

Customer (Jeff Wimpter) reports loss of internet at second property. Provided G2V1 router (serial CSV0H338227), which agent declared end-of-life. No troubleshooting performed. Agent offered to email setup guide but did not confirm email address or send KB link. No case created.

Troubleshooting Steps
  • Collected model number (G2V1) and serial number (CSV0H338227)
  • Informed customer the device is end-of-life and no longer supported
  • Offered to email setup instructions (but did not complete email collection)
Key Observations
  • Agent declared device end-of-life at [03:00] without confirming warranty status or attempting basic triage.
  • No troubleshooting steps performed (e.g., power-cycle, check admin page, verify WAN status) despite customer being on-site and ready.
  • Failed to collect email address — promise to send instructions left incomplete as call ended mid-prompt at [05:00]-[06:00].
  • No HappyFox case created or referenced, violating case management protocol.
  • Customer expressed willingness to reset and reconfigure, but agent did not guide through any recovery steps.
Positive Highlights
  • Correctly collected model number (G2V1) and serial number (CSV0H338227) from customer at [02:00].
  • Identified potential firmware/end-of-support issue as a contributing factor, which is contextually relevant.
Agent Errors / Gaps
  • No diagnostic steps performed to verify WAN connectivity or router status despite customer being on-site and ready to act.
  • Warranty status not confirmed; agent assumed expired based solely on EOL claim without lookup or verification.
  • No case/ticket was created or logged despite collecting serial and model — a critical protocol failure.
  • Failed to complete email collection for promised setup instructions, leaving customer with no tangible next step.
  • Did not attempt any basic troubleshooting (e.g., power-cycle, access http://myrouter.local or 192.168.1.1) even though device lights were reported as green.
  • Prematurely closed support path by declaring device unsupported without validating if basic functionality could be restored.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the connectivity issue or provide on-call setup guidance; only promised to email instructions without confirmation of resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., power cycle, firmware check, login to router); agent immediately cited EOL status without diagnostics.
R3 Not Met Correct resolution path conf 96%
Agent used end-of-life status as a reason to stop helping instead of providing best-effort troubleshooting (e.g., setup steps, reset guidance) for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify symptoms logically or ask relevant diagnostic questions; jumped directly to EOL conclusion without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (e.g., remote verification, admin interface check, speed test) despite the need to confirm connectivity and configuration state.
T3 Not Met No misinformation conf 94%
Agent incorrectly claimed the device has no firmware updates and is unsupported without verifying model status; this information is likely inaccurate and unsupported by KB.
Communication
C1 Not Met Clear & professional language conf 96%
Agent never set expectations, provided a clear plan, or maintained control; interaction lacked structure and ended with only an email promise.
C2 Not Met Confirmed understanding conf 95%
Agent did not adapt communication to customer’s clear frustration or need for step-by-step help; remained generic and unresponsive to emotional state.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent failed to take ownership; suggested buying a new router and offered only a passive email instead of guiding through resolution.
O2 Partially Met Proactive follow-through conf 89%
Agent asked for an email address and said they would send setup instructions, but provided no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the interaction; issue was within agent scope but not addressed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of customer’s repeated efforts and frustration; interaction was transactional and dismissive.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace to match customer’s urgency or confusion; communication remained flat and disengaged.
X3 Not Met Overall experience conf 96%
Customer was left to self-serve after minimal effort; agent increased effort by not providing immediate help or reducing steps.
Call Transcript11 turns · 12 lines
Speaker 1
all right, yes. Good morning. My name is Jeff Wimpter. Um I'm having some uh problems with my connectivity. Um I just wanted to call and see if we could troubleshoot a few things and help me set up this network.
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 product, paid support option may be available depending on the issue. Oh, thank you for calling Linksys Support. This is Charm. How can I assist you with today? [silence]
00:00
Speaker 1
[silence] yesterday the internet just cut out al all of a sudden um so I came over and the the the internet I'm referring to is at my second property, not my primary residence. So I came over here and um, you know, I reset things and and unplugged re re you know, plug things back in and see if it would kick back on but um, I couldn't get it to to work. So I I came back over today and I tried the same thing and still no still nothing and I called my cable company because, you know, my internet provider and you know, they confirmed through the modem that everything was fine on their end. Um, so they're advising me to call you guys and see what we can do further. Okay. The model model number is.
01:00
Speaker 2
Yes, sir. I know what's the problem with your connectivity with the cards to that. They're not. Hmm. Mhm. I see. All right. Now wait, let me assist you with this concern, sir. Before you proceed, can you provide the model number and the serial number of your links with router?
01:00
Speaker 1
G2V, uh G2V1 this is CSV0H338227, we've seen some vehicle activity in the north side of Triangle Wall, approximately 51 under. We're on the go to investigate. Over.
02:00
Speaker 2
All right, I forgot you get it. And what's the Ciel number? Got it. And also, for me, who is your internet service provider? Email. Got it. Okay.
02:00
Speaker 1
Yeah, I mean, I got emails about this before and I understand it's, it's a little bit older, but they assured me that there [silence]
03:00
Speaker 2
All right, so, based on the information that you provided to me, sir, with regard to this serial number and model number that you provided, this device that you have here was already part of end of life and end of support device. It means that we don't provide technical support for this device anymore, and no updated firmware. Maybe that's the reason why there is a connectivity issue with regards to your modem and this router that you have. Since if your modem upgraded, their system or their software, your Linksys router don't have any upgrade that's why it's got that connectivity issues, sir. So, what I could highly suggest to you is to purchase a new router, or a latest router.
03:00
Speaker 1
there would still be connectivity. It just would not update the security updates. Okay. So this this should still be working. I really just need help. It looks like everything's on. All the all the lights, the lights are green. I can see it's connected with the internet. I think at this point, I just need help setting up a network is all. You know, because I I reset everything. So I'm assuming that it it it would erase my previous networks and password and anything like that, but I just don't know how to get it reset up.
04:00
Speaker 2
okay let me let me double check here all right let me double check sorry if we still have the access with this one Right. What I can do here, only sort of is to send you an email and on how to set it up again and how to access the router settings of this router that you have. Okay. Can they provide your best email address so I can send it?
04:00
Speaker 1
Yes. Fair to say. Okay. [silence] By the rule of thumb, if a screening test has a higher sensitivity, it will be able to detect most of the cases present in the population.
06:00