V2 Rubric Detail — 5a9721cc-668f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 18:48
Duration
9m 16s
Contact
Elizabeth Paradiso
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133283
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single device not connecting
⚠ 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: D — Fraud: Agent provided materially false technical guidance (incorrect URL and false method to enable 2.4GHz) and misrepresented troubleshooting actions ('checking web interface') without performing them.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve a basic configuration issue by providing factually incorrect information and falsely claiming to perform diagnostics. The interaction lacked empathy, structure, and ownership, culminating in a misleading resolution path. The provision of a fake URL and false technical steps constitutes fraud, triggering an auto-zero.

V1 Case Analysis

Customer (EA6900) unable to enable 2.4 GHz band for smart thermostat. Agent provided incorrect support URL, inaccurate model explanation, and generic SSID rename steps. Promised email with KB article. Issue unresolved.

Troubleshooting Steps
  • Collected model number (EA6900) and serial number.
  • Confirmed warranty status (expired, support ended August 2024).
  • Provided generic instructions to access the router’s web UI and rename SSIDs.
Key Observations
  • Agent provided an incorrect support URL: 'support.links.com' instead of 'support.linksys.com'.
  • Agent gave a fabricated and technically inaccurate explanation of the model name: 'E for Echo, A for Apple'.
  • No verification that the 2.4 GHz radio was enabled or that the SSID change would resolve the issue.
  • Customer expressed confusion after the call when searching for EA6900 on the support site.
  • Agent did not confirm whether the 2.4 GHz band was disabled or simply hidden.
Positive Highlights
  • Collected essential customer information: name, email, model, and serial number.
  • Correctly identified the product model (EA6900) from the serial number.
  • Accurately informed the customer that the device is end-of-life and out of warranty.
  • Offered to send an email with a KB article to support self-help.
Agent Errors / Gaps
  • Incorrect support URL – 'support.links.com' is invalid; should be 'support.linksys.com'.
  • Fabricated and misleading model naming explanation – 'E for Echo, A for Apple' has no basis in Linksys product naming.
  • Failed to guide the customer through enabling the 2.4 GHz radio, which is the core issue.
  • Did not verify whether the customer could access the web UI or understand the wireless settings interface.
  • Provided no validation step to confirm resolution of the 2.4 GHz connectivity issue.
  • Left customer with inaccurate information that could lead to failed self-help attempts.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; customer was left to self-serve with a generic KB link and incorrect instructions.
R2 Not Met Diagnostic thoroughness conf 96%
No actual troubleshooting steps were performed — agent skipped verification of current settings and went straight to directing customer to website.
R3 Partially Met Correct resolution path conf 91%
Agent correctly identified device as EOL EA6900 and offered KB resources, but failed to provide actionable, accurate troubleshooting despite device still being functional.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent recognized need for 2.4GHz band and confirmed model, but did not ask about current SSID setup or whether bands were already split.
T2 Not Met Appropriate tools / resources used conf 95%
Agent claimed to 'check the web interface' but did not actually access or guide through router settings; relied solely on verbal description.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated that renaming the network creates a 2.4GHz band and provided invalid URL 'support.links.com' instead of 'support.linksys.com'.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure: no opening frame, long silences, abrupt transitions, and no control over flow.
C2 Not Met Confirmed understanding conf 92%
Agent used unclear terms like 'rename them' without confirming understanding; did not adapt to customer confusion or simplify steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 91%
Agent promised an email but did not confirm receipt or follow through; abandoned case without verifying resolution.
O2 Partially Met Proactive follow-through conf 89%
Agent set a next step (email with instructions) but gave no timeline or confirmation method.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope.
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 95%
Agent ignored customer’s expressed frustration ('unsatisfactory', 'we've been putting up with this') and offered no empathy.
X2 Not Met Tone & rapport conf 93%
Agent maintained detached, scripted tone and did not adjust pace or style despite customer confusion and repeated attempts to engage.
X3 Not Met Overall experience conf 94%
Customer repeated serial number and model; agent failed to streamline input or use verified data already in system.
Call Transcript18 turns · 19 lines
Speaker 1
Hi. Yeah. I've got a router of yours that, um, I'm trying to, uh, hook up a smart device and they need a 2.4 gig connection and, um, mine only, as far as I know, uh, puts out five. Oh, and I 'm just not able to get that on. Xfinity Comcast is really the only game in town and their router has been working fine. Uh, pretty decent, uh, print for a while. Just, you know, I don't know how you guys do it. Uh, but we're not getting 2.3. I've checked the manual. I've checked the instructions online, um, did not see anything that told me how to, you know, bump it down to 2.4. So, while we've been putting up with this, we can't too much longer. Uh, have a new smart thermostat waiting for it. Uh, it's, it's unsatisfactory. I mean, what's going on? Wow. I mean, you're, you, you're offering such great products and all, but unless you can make it work for our stuff, I mean, what good is it? You know, um, there's got to be a way for us to resolve this, to reach out to you or, or for you to come up with a solution. [silence] We would appreciate that. Sure. Thank you.
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, paid support may be available depending on your issue. 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. Thank you for calling Linksys. This is Fs. How can I help you? [silence]
00:00
Speaker 1
No, only gives us a five Gig connection, but I understand maybe you can help me adjust it. Uh-huh. Yes, you may. Hang on one second. Um. Okay, hang on. Almost okay. I'm gonna make it bigger. Okay. Um, Serial number is what you need and the Serial number is 13H has been hotel 1160, 1603908.
01:00
Speaker 2
okay we need to separate the bands now in that case okay so can I have the model number and the serial number of your device Yes ma'am
01:00
Speaker 1
Yes. Mm-hmm. Oh, if you say so. Let's see. See if I can look at the unit. Um. Oh, one. I took a photo of the sticker on the back. I didn't see that information there. Um.
02:00
Speaker 2
Okay. That is 13H4 hotel 1 1 6 0 1 6 0 3 9 8. Okay. Let me just check this serial number in. Just hold on please. All right. So you have an EA 6900 correct?
02:00
Speaker 1
wouldn't it be on that ticket? yeah. okay, give me one more second. oh yeah, you're right. it is on the front. my name is elizabeth paradiso.
03:00
Speaker 2
Yeah, actually, it's try to look at the front and Chuck if you see there a model number. Because it shows on our system here based on the serial number, ma'am. The model number is EA6900. Okay, yes and let me just create a record, ma'am. So can I have your name? Elizabeth Paradise. Oh, okay.
03:00
Speaker 1
Yeah. is paradiso, 572, 4039 at gmail.com yeah 4039. Aha. back up. Mhm. Mhm.
04:00
Speaker 2
and your email address. Mhm. All right. Let me verify that. That's paradiso your last name. Pieter paradisoo 572409@gmail.com, correct? Oh, yes. 5724039@gmail.com. And who is your internet service provider ma'am? Spectrum. Okay. Yes. So actually in order for uh you to change the uh bands, um we need to access the router settings for that ma'am, man. Okay. Uh you just need to change the wireless network name to 2.4
04:00
Speaker 1
Uh-huh. Yeah. Uh-huh. Uh-huh. Okay. Uh-huh. Okay.
05:00
Speaker 2
five gigahertz in order for you to separate it. And as we tracked the serial number, ma'am, your device EA6900 is one of our obsolete routers. It's one of our end of life routers. And the technical support for the device also ended August 2024. So, what we can offer here, Elizabeth, is our website which is support.links.com. You can find their articles on how to access your links router and make changes from there. Okay. I can also send you an email. Okay. It will give you instructions, right, step-by-step instructions on how to access your links router to make changes from there. Because all you have to do is to go to the wireless settings and change the network name.
05:00
Speaker 1
Oh, okay, okay. So, Yeah, I'm just looking at the WhmCS. WhmCS hostbill. And then let's jump number. Oh, yeah.
06:00
Speaker 2
Yes, you should be able to see there the two bands, the 2.4 as well as the 5 gigahertz. So, I'm just gonna make sure, let me just check the web interface here. Yes, that would be support.linksys.com. Yes, on their support site, uh you just need to search for the model number, yes, model number. And you can also take advantage, ma'am, of the AI tool at the bottom right. Okay? So, yes, uh I checked the web interface of this particular router. Yes, it has um, you should have an option there for
06:00
Speaker 1
Okay. Is that... What did you say the model number of my unit was. 690. Okay. I'll see what I can do. Thank you. Okay. Okay, hopefully that will help. Okay, thank you. Okay. All right. Thank you. Bye.
07:00
Speaker 2
for the network, for two network names. One is the 2.4, one is a 5 gigahertz. So you can just rename them, okay? You can put your name and then 2.4 under 2.4, uh, same goes with a 5 gigahertz. I can also send you an email, okay? Um, there are instructions and how for uh, and how you can access the router settings. E A6900. That's E for Echo, A for Apple, 6900. You're welcome, ma'am. So, um, yeah, just please wait for my email, okay? Cuz I'm going to send that to you. Yeah, after this call. Okay. Thank you so much for your time, Ms. Elizabeth. This is Epi from Linksys. Thank you for calling. Have a great day, ma'am. Take care. Bye. [silence]
07:00
Speaker 1
Yeah. Um. But I just typed in EA6900 on the support thing and it doesn't take me anywhere. So should I go to setup installation? [silence] Or connectivity, maybe connectivity. Um. [silence] Oh, here's changing the Wi-Fi name and password. Oh, but now I [silence] [snip] want my one. Hmm. Oh, okay. Yeah. Okay. Okay. [silence] We'll try that. Okay, you've been... You've been replaced. But thank you for leaving me there. Okay, thanks. You have a good day. I will hang up.
08:00
Speaker 2
Yeah. Just ask the AI agent. Yep. All right, then. Thank you so much for your time. Not a problem. Thank you. Have a great day. Bye bye.
09:00