V2 Rubric Detail — 57d233aa-6b58-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 20:57
Duration
5m 59s
Contact
Rebecca Sonnycalf
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133974
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Several devices are unable to connect.
⚠ 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: Avoidance/Evasion — agent refused to perform any troubleshooting for an out-of-warranty device without attempting best-effort support, redirected customer to a broken URL, and abandoned the case in violation of OOW support standards.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to provide any technical assistance, falsely claimed no resources exist for the WRT1200AC, and offered only a malformed URL. No troubleshooting, empathy, ownership, or escalation occurred. The interaction constitutes a critical failure due to avoidance of duty despite the OOW support standard requiring best-effort guidance.

V1 Case Analysis

Customer unable to connect smart devices after ISP modem change; requested 2.4 GHz enable on WRT1200AC. Agent stated router is end-of-life, provided incorrect URL (support.Links.com), and offered no troubleshooting. Issue unresolved.

Troubleshooting Steps
  • Identified router model (WRT1200AC)
  • Informed customer the router is end-of-life
Key Observations
  • Agent provided incorrect support URL (support.Links.com instead of support.linksys.com).
  • No troubleshooting steps were offered despite the issue being within self-help scope.
  • Agent misstated the model number as 'WR T200 AC' in closing statement.
  • Failed to collect serial number or verify warranty status despite discussing it.
  • No empathy shown when customer expressed frustration ('You messed me up. This is not okay.').
Positive Highlights
  • Agent correctly identified the router model as WRT1200AC from customer spelling.
  • Collected customer email address (sonny2@yahoo.com) despite phonetic spelling.
Agent Errors / Gaps
  • Provided wrong support website URL: 'support.Links.com' — should be support.linksys.com or http://192.168.1.1 for local access.
  • Incorrectly stated no resources exist for end-of-life routers — KB articles and self-help guides are still available for WRT1200AC.
  • Failed to guide customer to access local router interface at http://192.168.1.1, which is standard for this model and issue.
  • No troubleshooting steps were offered to enable the 2.4 GHz band, despite the customer's clear request.
  • Misstated the model number as 'WR T200 AC' in closing statement — incorrect and unprofessional.
  • Did not offer any self-help path (e.g., KB article, email instructions) after stating the router is unsupported.
  • No empathy or acknowledgment of customer frustration when customer said 'You messed me up. This is not okay.'

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue or provide any actionable steps to enable 2.4 GHz; closed with a redirect to an external site.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were attempted — no login instructions, no interface navigation, no band settings check.
R3 Not Met Correct resolution path conf 97%
Agent refused to help based on EOL status without attempting best-effort troubleshooting (e.g., firmware check, settings guidance).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to diagnose the root cause (2.4 GHz disabled) and asked no relevant diagnostic questions about settings or access.
T2 Not Met Appropriate tools / resources used conf 96%
No KB article, tool, or resource was used; only a vague reference to a support site with a malformed URL.
T3 Not Met No misinformation conf 98%
Agent incorrectly stated no resources exist for WRT1200AC and provided 'support.Links.com' — a non-functional URL.
Communication
C1 Not Met Clear & professional language conf 95%
Agent gave no agenda, lost control of the call, and failed to manage the interaction as customer frustration escalated.
C2 Not Met Confirmed understanding conf 94%
Agent used scripted language and did not adapt to customer’s emotional state or technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disowned the case immediately upon identifying EOL status, offering no ownership or follow-through.
O2 Not Met Proactive follow-through conf 95%
Only next step was 'visit our support site' — vague, no ownership, no timeline, no confirmation path.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Escalation was warranted due to hardware limitation and customer frustration, but agent chose avoidance instead.
E2 Not Met Escalation prep & handoff conf 95%
No escalation was executed; customer was dismissed without being routed to appropriate support path.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy after customer expressed frustration; response was dismissive and transactional.
X2 Not Met Tone & rapport conf 95%
Agent maintained a rigid, scripted tone despite customer’s anger and need for reassurance.
X3 Not Met Overall experience conf 96%
Customer was forced to search online themselves, increasing effort instead of reducing it.
Call Transcript10 turns · 10 lines
Speaker 1
[silence] Hi, Regina. My name is Rebecca Sunnycal and I have I had an issue with internet this week. What let me explain what happened. AT&T
00:00
Speaker 2
Welcome to link sense 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 dot link. Cu.com. Please have your device 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... 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. Hi. Thank you for calling link sense. This is Regina. Can I help you today?
00:00
Speaker 1
Well, they cut my internet and they could not fix what they did. So I had to call, have Spectrum come out and reset and figure everything else out. And so with Spectrum coming out, they installed a new modem. We kept my linksys router. Now, all of my, all of my apps on my phone, my all of my smart plugs, smart light bulbs, my cameras, everything does not work. And so, I just talked to Spectrum and they told me that I needed to call you all so that you can walk me through turning on the 2.4 gigahertz in the linksys router.
01:00
Speaker 2
But is this your first time calling us for support? And are you calling from United States? May I know your first name, and last, and your callback number? Your email,
02:00
Speaker 1
Number two at Yahoo.
03:00
Speaker 2
Okay, so it's a for alpha, letter S for Sam, O for an Oscar, N for November, N for November, Y for yellow number two at yahoo.com. Correct. And how many in links is devices do you have? Rebecca, can you please provide a serial number? Okay. So the model number of your. [silence]
03:00
Speaker 1
Let's see. Do I see that? Yes, W R T. W R T. 12 hundred AC. Yes. Why should I purchase a new one? Everything was fine until AT&T
04:00
Speaker 2
a Linksys router is a W RT 1200AC. And your internet service provider, you mentioned earlier that it is Spectrum. And now before we proceed, um, Rebecca, I would like to set expectation regarding of the warranty status of your Linksys router. Um, as of now, we are no longer manufacturing this one. It's already reached its end of life and end of support, and I highly recommend that it's time for you to do an upgrade or purchase a new one. [silence]
04:00
Speaker 1
You messed me up. This is not okay. Well, what if this was a brand new router? Then what, what instructions would you give me? All right. Very good. You're useless as well. So just like AT&T. Thank you.
05:00
Speaker 2
Yeah, because if the router, yeah, because the problem is that for end of support routers from Linksys, we don't have any resources that we can use to troubleshoot this device. you really need to access its settings. you can feel free to visit our support site, Rebecca. We have support.Links.com. We have Linksys AI agent there and you can try to search how to get 2.4 of this WR T200 AC.
05:00