V2 Rubric Detail — 5c3f9e42-690e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 23:03
Duration
12m 57s
Contact
Gilbert Gallego
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133519
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent provided materially incorrect technical information (fake URLs and non-existent model number), constituting a critical failure under T3 and guidance section F (Non-Adherence to Callback Hours not applicable, but Fraud-like misinformation qualifies under D).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to troubleshoot, provided false information (invalid URLs and model), and dismissed the customer with paid options instead of best-effort support. No resolution was achieved, and critical technical inaccuracies trigger an auto-zero. The interaction reflects a breakdown in technical accuracy and customer care.

V1 Case Analysis

Customer reports intermittent Wi-Fi on MR20MS (out of warranty). Agent collected serial/model, provided incorrect URLs (support.links.com, support.lineage.com), hallucinated model 'MR2072', skipped all diagnostics, and pushed paid support/router upgrade. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and model
  • Informed customer the router is out of warranty
Key Observations
  • Agent skipped all standard troubleshooting steps (no power cycle, no modem test, no LED status check).
  • Provided two incorrect support URLs: support.links.com and support.lineage.com (correct URL is https://support.linksys.com).
  • Hallucinated a non-existent model number 'MR2072' instead of MR20MS.
  • Suggested firmware reflash without first verifying current firmware version or checking for corruption.
  • Pushed paid support and router upgrade without attempting any free troubleshooting.
  • Used incorrect brand name 'Linxis' at call start.
Positive Highlights
  • Correctly identified the router as out of warranty based on model and serial.
  • Collected accurate serial number and model information from the customer.
Agent Errors / Gaps
  • Provided wrong website URLs; correct URL is https://support.linksys.com.
  • Hallucinated a non-existent model number 'MR2072'.
  • Did not perform any basic diagnostics (power cycle, WAN test, LED check) per KB guidance.
  • Suggested firmware reflash without first checking current firmware version or router logs.
  • Offered paid Connect service before attempting any free troubleshooting.
  • Used incorrect brand name 'Linxis' at call start.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or execute any troubleshooting; only suggested self-help, paid service, or hardware upgrade without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps (e.g., power cycle, speed test, LED check) were performed; agent skipped diagnostics and immediately offered external options.
R3 Not Met Correct resolution path conf 95%
Agent identified the device as out-of-warranty but failed to provide best-effort troubleshooting (e.g., firmware reflash, config reset); instead dismissed with paid service or replacement, violating OOW support standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked about ISP, device count, and wireless-only usage, showing some diagnostic intent, but failed to identify root cause or perform logical sequence of checks.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use any tools (e.g., verify firmware via admin UI, run speed test, check logs) despite the scenario requiring them; relied solely on customer description.
T3 Not Met No misinformation conf 98%
Agent provided incorrect URLs (support.links.com, support.lineage.com) and referenced non-existent model MR2072 instead of MR20MS, which are material technical inaccuracies.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent introduced themselves and asked basic questions but lost control by shifting to sales-like options without structured flow or clear transitions.
C2 Partially Met Confirmed understanding conf 82%
Agent used polite language but did not adapt to customer’s frustration or confirm understanding; communication remained transactional.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by immediately suggesting paid service or new hardware instead of attempting to troubleshoot the existing device.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timelines, or follow-up commitments were provided; only vague suggestions to visit websites or buy new equipment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent never acknowledged customer frustration, repeated resets, or expressed empathy; interaction remained impersonal and dismissive.
X2 Not Met Tone & rapport conf 94%
Agent maintained a rigid, script-like tone and did not adjust to customer’s pace or emotional state despite clear irritation.
X3 Not Met Overall experience conf 97%
Customer was forced to seek external help, pay for service, or purchase new hardware—increasing effort rather than reducing it.
Call Transcript19 turns · 19 lines
Speaker 2
Please do this one later.
00:00
Speaker 1
Yeah, um, I talked to my internet service provider, and they seem to think everything's fine with um the connection. They're thinking maybe it's a router issue. I keep having intermittent, um internet but they've done everything on their end. They don't show any uh problem in the last three months and I've been having, you know, resetting the router. I guess quite frequently in the last month. Yeah with the, yeah, so they're they're maybe thinking there's a router issue because they don't see any resets on the router on their end, but I know I've reset it. [silence]
04:00
Speaker 2
Thank you for calling Linxis. This is Epi, how can I help you? Yes, sir. So, you've tested your connection. Okay. All right.
04:00
Speaker 1
And the serial number. You look at it better. Is five zero. you one zero M one five D zero one four seven nine. Correct.
05:00
Speaker 2
Okay, um, sir, who is your internet provider? Okay. um, sir, who is your internet provider? Can I have the model number and serial number of your Linksys device? Mhm. Mhm. All right, so that's 50U10MD01473, correct? Okay, and how long have you been using this device, sir?
05:00
Speaker 1
I would say at least two years. I don't have any wired devices. They're all wireless. And that's one of the other things I was going to ask you about, because in the app, it shows a bunch of notes. Some of them are multiples, and some of them are like, oh, I guess, old connections. I don't know if there's a way to update that, fix it. I don't, I couldn't figure it out. yeah. Um, well, I got four.
06:00
Speaker 2
Okay. All right, so since you have an unstable internet connection, so that happens to all of your devices including the wired ones or just the wireless? Wireless. So how many wireless devices you have?
06:00
Speaker 1
Oh sorry. No, I just have the one router. Yeah. Um, I can't say yes because, you know, I always like I told you, we don't have them all running at the same time, but it's just been intermittent a lot recently. Like I said, I talked to the internet service provider and they said they don't they looked at it for months back and they don't see any interruptions. Nothing's been slow. Um, but like I said, I run the speed test in the app. Sometimes they come back.
07:00
Speaker 2
Linksys. How many MR20MFs you have? Oh, you just have one. Okay. Okay. So again, this disconnection happens to all of your wireless devices. Is that right? Mm-hmm.
07:00
Speaker 1
so they're thinking maybe it's something with the router because they don't see any problems on their end for a month according to them. yeah. [silence]
08:00
Speaker 2
Okay. Well, here's the thing, to alert, because what we can do from our end is we need to make sure that you've got the latest firmware, okay? We also need to adjust some settings on your router, all right? Because if you're really having internet connection, we will run some test onto not just one wireless device, but two wireless devices, speed test, if they're really having the same issues, okay? So based on our system, sir, let me just inform you ahead of time that your router MR20MS is already out of warranty, okay? That just means you're no longer covered, it's no longer entitled for free.
08:00
Speaker 1
[silence] Well, let me ask you this, what's the purpose of having running all this stuff in the app and it does the same thing? I mean, if it says the firmware is up to date, you know, the the app's up to date. So I would imagine everything that you're telling me [silence]
09:00
Speaker 2
we, um, we have two options. Uh, we do have a website, which is support.links.com. You can find the related articles and how to, um and how to resolve unstable internet connection. You can also take advantage of our AI tool at the bottom right. Okay, you can ask our AI agent from there how to improve your connection. And the second option is our paid connect service, which will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment. This is good for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting. Okay. And this service is non-refundable. So if you want us to walk you through the process, there will be a fee for the service.
09:00
Speaker 1
that could do as he could be done through the app and I've already done all that. Mm hmm. Let me ask you this. Um, I don't, uh, what would it cost for I guess an updated router or Wi-Fi 7 router? That way that would that way there's no, yeah, there's more broadband speeds going, you know,
10:00
Speaker 2
Yes. Well, the Linksys app store has limited options. Okay. So, if we are to configure this or reconfigure this, we will be using the web interface, not the Linksys app. Okay? 'cause it has more advanced configuration compared to the Linksys app. So, it's still up to you, sir Gilbert. I mean, you can try the website first, which is support.links.com. So, if you happen to change your mind, you can always give us a call back. That would be another option. Yes, you can upgrade your router. Yes. Yes.
10:00
Speaker 1
well, if you got to them saying but that's the other thing he's telling me there's no updates so I mean I'm paying for something that there's no updates to I mean okay but let me ask you this
11:00
Speaker 2
yes, that is correct, sir. That would be another option, upgrading your router. What's this router? MR2072. Though, let me just check. Yes, it's one of our end of life routers, okay? So that just means there'll be no more further updates. So if you get a new router, yeah. You'll get rid of this. Well, we can do a reflash on the firmware. That's that's another option. Yes, we can reflash the firmware. If it's already the updated firmware, we can like, uh, reinstall the firmware, something like that. Because it's our, uh, the firmware is the software for the router. So it will, it will fix. It will resolve, um, in some cases.
11:00
Speaker 1
What about a, I mean, you still have Wi-Fi 6 router available, right? So, basically, I mean, at this point, it's so old that it could be that the firmware is just out of date and not, you know, doing what it needs to do, basically. Yeah. Okay. All right, thank you. [silence]
12:00
Speaker 2
Wi-Fi six yes of course, sir Gilbert. Mr. Gilbert. Yeah. You can check on Amazon if there are available Wi-Fi six routers. But for sure, yes, there are still uh Wi-Fi six, um 6E routers available. Yes. Okay. All right, sir. So for more information, please visit our site support.lineage.com. This is again from Linksys. Thank you for calling. You do have a great night, sir.
12:00