V2 Rubric Detail — 585db4ea-6f5c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 23:36
Duration
8m 2s
Contact
Vincent Flores
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134544
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E1200_Reconfiguration
⚠ Auto-Zero applied: Discourtesy – agent repeatedly told the customer to 'throw it away' in a dismissive manner without empathy, troubleshooting, or best-effort support, violating customer experience and ownership standards.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent correctly identified that the EA1200 and WRT54G2 are end-of-support models but failed to provide any best-effort troubleshooting or empathetic guidance. Instead, they dismissed the customer’s issue, advised discarding the devices, and offered no actionable next steps, resulting in an unresolved case and a clear breach of courtesy and ownership principles.

V1 Case Analysis

Customer unable to connect EP101 router to Spectrum modem. Model confirmed end-of-support. No troubleshooting performed. Advised to replace with newer Wi-Fi 6E/7 model.

Troubleshooting Steps
  • Collected serial and model numbers
  • Confirmed ISP is Spectrum
Key Observations
  • Agent correctly identified EP101 as end-of-support per Linksys KB lifecycle policy (EA Series firmware updates discontinued).
  • No troubleshooting steps (power cycle, LED check, cable integrity, local interface access) were performed before declaring the device unusable.
  • Agent advised disposal without offering self-help resources or verifying basic setup.
  • Customer phone number was collected but not included in initial case checklist.
  • Agent used dismissive language ('throw it away') without empathy.
Positive Highlights
  • Correctly identified EP101 as end-of-support and ineligible for firmware updates or technical support (03:00).
  • Accurately advised upgrading to Wi-Fi 6E/7 for better security and performance (06:00).
  • Collected complete customer information including name, email, phone, model, and serial number (02:00).
Agent Errors / Gaps
  • Failed to perform basic troubleshooting for an Internet/WAN setup issue: no power cycle, no LED status check, no verification of WAN port connection (03:00).
  • Did not attempt to access local interface (http://192.168.1.1) to verify connectivity or perform a factory reset.
  • Did not create or reference a support case despite collecting full customer information.
  • Used dismissive and repetitive language ('throw it away', 'just dispose of it') without offering alternative guidance (04:00, 06:00).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told the customer to throw away the router without resolving the connectivity issue or offering any functional workaround.
R2 Not Met Diagnostic thoroughness conf 95%
Only asked about power cycling and ISP; did not perform meaningful diagnostics like checking LED status, firmware version, or local access despite the issue being setup-related.
R3 Not Met Correct resolution path conf 97%
For an out-of-warranty device, agent failed to provide best-effort troubleshooting (e.g., factory reset, manual setup steps) and instead immediately advised disposal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (router not connecting to modem) and asked if power cycle was done, but did not proceed with logical diagnostic steps like checking physical connections or LED indicators.
T2 Not Met Appropriate tools / resources used conf 98%
No tools were used — did not guide customer to check firmware, access local interface (192.168.1.1), or verify WAN/LED status, all of which are essential for diagnosing connection issues.
T3 Met No misinformation conf 99%
Agent correctly stated that the EA1200 and WRT54G2 are end-of-support models and no longer receive firmware updates or technical support.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations or structure the interaction; abruptly shifted from basic questions to telling the customer to discard the device.
C2 Partially Met Confirmed understanding conf 90%
Used simple language but failed to confirm understanding or adapt to customer’s growing frustration; communication remained transactional and dismissive.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent did not take ownership — offered no follow-up, no troubleshooting path, and transferred responsibility to the customer to simply replace the device.
O2 Not Met Proactive follow-through conf 97%
Provided no specific next steps beyond vague advice to upgrade; no timeline, no resources, no actionable guidance for resolution.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue involved end-of-support devices with no available support path.
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 99%
Agent responded to customer’s confusion and concern with dismissive statements like 'just throw it away' without empathy or acknowledgment of frustration.
X2 Not Met Tone & rapport conf 98%
Did not adapt to customer’s emotional state — remained flat and unresponsive to sarcasm and disappointment, failing to de-escalate or engage constructively.
X3 Not Met Overall experience conf 97%
Increased customer effort by offering no help, forcing them to consider discarding functional equipment and purchasing new hardware unnecessarily.
Call Transcript13 turns · 14 lines
Speaker 2
Welcome to Lycos 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 lycos dot com. Please have your device's serial number or ready for assistance. Press one now. For out of warranty products, please have your device 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. Hi, thank you for calling Lycos. My name is Raquel. And how may I assist you today? Yes, hello. May I know how may I assist you today? May I know how may I assist you today? With your Lycos device.
00:00
Speaker 1
Will you assist me today? Okay. I - having a problem setting up my - router to the - modem. Yes. Yes. Sure. Yes. You ready? Okay. Oh, 108, two two C, 644, one, seven nine nine. Uh, at the bottom. Okay. Uh,
01:00
Speaker 2
Um, for me to properly address you with that. May I have the serial number of your Linksys device? That can be found. Okay. At the bottom of the router? Yes, I'm ready. M. alright. And may I have as well the model number? Showing at the bottom.
01:00
Speaker 1
uh model number uh EP one to zero one yes uh Vincent last name floress uh J floress2939@hotmail.com Sure 541, two 00, five 672. Oh, man, I don't know. I
02:00
Speaker 2
All right, thank you. And is this your first time calling Linksys? Let me create a record here as well. May I have your first name and last name? All right. Thank you, Vincent. And may I have as well your email address? All right, in case we get disconnected, may I have your phone number? All right, thank you. And may I know when did you purchase your Linksys router?
02:00
Speaker 1
Ten. Oh, probably about five. [silence] Yes. Uh, spectrum. [silence] [silence]
03:00
Speaker 2
Okay, how long you've been using your Linksys router, like how many years already? Five, I see. Got it. And just to make sure right now, it's connected going to the modem via Ethernet cable and the modem is connected into the 'internet' port at the back of the router, right? And what is your internet service provider? [silence] Spectrum. Have you already tried like turn off and on both modem and router because as per checking it here, uh this router actually will connect right away for a Spectrum modem. And I would like to set your expectation as well, on Vincent. With the model number, it actually reach end of support. Meaning Linksys no longer manufacture this model and it no longer won't um What?
03:00
Speaker 1
Oh, so, um, so, Yes, um, Oh, I see. Show I yeah. So, just purchased it and so you just throw it in the garbage? Yeah, just yeah, just yeah. Yeah, so just get rid of it. Throw it away. It's no longer no longer a product that you support. So, might as well throw it away. Yeah. Wow, no kidding, huh? Just they just throw them away these days, I guess.
04:00
Speaker 2
We no longer receive firmware updates and we no longer provide technical support for this device. If you already like reset this router, restarted it, and it's still unable to connect to the modem's internet, maybe the possible reason is the router itself. And it no longer receiving updates, obsolete model. I would suggest like properly dispose it according to your community what's the proper way to dispose the router. Yes. [silence] Yes, and you may it's time for you to upgrade your router with the latest technology. Understood, Sam.
04:00
Speaker 1
So, so I have, so I have another one. Uh, it's a link that's uh Cisco. Yeah, I do. It's a WRT54G2 V1.5. Sure. Yeah, that's an older one. That, that's an older one, too. So, just throw that one away as well, huh? Yeah, let's just throw those away. They're not worth the product to you. You might as well, is there one that you can get that's going to maintain? Or am I going to have to some am I going to have to continue to?
05:00
Speaker 2
Okay. Do you have a model number for that as well? Hmm. Oh, okay. This model number as well this actually included with the end of support. There was July 22, that's the exact year that it ends its support. So these are older model narrows. Yes. All right, now we have the one that we have
05:00
Speaker 1
[KEEP_UNCERTAIN] throw it away cuz that's two now you. Yeah. Yeah, because because that's you because that's two I threw away now I'm gonna get one. I just want to make sure that I don't have to throw that one away as well. Oh, I see. Yeah, so just keep throwing them away. Oh, I see. Yeah, so just keep throwing them away.
06:00
Speaker 2
I would suggest for your security, uh, maybe it's time for you to update your Linksys router or your router. You can use, uh, router that has latest, Yes. Make sure it has the latest technology, the latest model that we, that are currently on the market. Make sure to get the router with the latest Wi-Fi technology, not the older one. Right now, the latest one is the Wi-Fi 6E and Wi-Fi 7. Not that you have to throw away, but make sure to upgrade to the latest. You can properly dispose of your upright according to your community's guidelines to dispose of your community. guidelines. Yes, I understand, but we have some models that will no longer provide updates and technical support. And, ask you who can assist you with synopsis? All right, I understand. And thank you.
06:00