V2 Rubric Detail — 5c68c4e6-7fa4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 16:52
Duration
6m 13s
Contact
919-993-2718
Issue Type
Port Forwarding
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00137042
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to use the node as bridge
⚠ 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 avoided providing any technical assistance, falsely claimed lack of training, and directed customer to purchase new equipment without attempting resolution or escalation.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
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 perform any troubleshooting for a port-forwarding request, incorrectly using the device's legacy status as a reason to refuse assistance. The agent provided no technical guidance and instead directed the customer to purchase new hardware, resulting in a total failure of resolution and ownership.

V1 Case Analysis

Customer requested port‑forwarding assistance for legacy E‑Series router; agent determined device is end‑of‑support and advised replacement with a newer Wi‑Fi 6 model.

Troubleshooting Steps
  • Verified device is an older E‑Series model and is end‑of‑support
Key Observations
  • Agent never asked for or confirmed the exact router model before giving advice.
  • No troubleshooting steps for port forwarding were attempted.
  • Agent provided confusing and inaccurate brand references (Cisco) and did not offer any self‑help resources or escalation path.
Positive Highlights
  • Correctly recognized that the router is end‑of‑support according to Linksys policy.
Agent Errors / Gaps
  • Failed to collect or confirm the product model number.
  • Misidentified the device as "e50 1500" instead of the correct E‑Series model.
  • Provided inaccurate information about a Cisco device, causing confusion.
  • Did not attempt any standard port‑forwarding troubleshooting (e.g., accessing the router UI, checking firmware).
  • Did not discuss warranty status, escalation options, or provide a clear next‑step beyond an upsell.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent states they cannot assist due to end-of-support status and offers no resolution path, troubleshooting, or workaround.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting steps are taken; agent does not verify model, firmware, or network setup before declaring device unsupported.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly assumes device is out of support without verification and fails to provide best-effort troubleshooting for an older device.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent fails to identify symptoms or gather diagnostic data; asks only vague questions about 'ports' and immediately jumps to a conclusion of 'end of support' without a logical diagnostic process.
T2 Not Met Appropriate tools / resources used conf 95%
Agent makes no use of the KB or internal tools to verify the support status of the E1500; simply declares it unsupported based on a claim of not being 'trained'.
T3 Not Met No misinformation conf 95%
Agent claims the E1500 is 'end of support' and that they are 'not trained for this unit'. The KB (universal_eol_firmware.md) explicitly lists the E Series as Legacy/EOL, but the rubric (R3/OOW standard) requires best-effort troubleshooting for OOW devices. Furthermore, the agent provides no technical guidance on port forwarding, which is a standard feature of the device.
Communication
C1 Not Met Clear & professional language conf 85%
No call framing, expectations, or structured transitions; agent drifts and fails to maintain control or direction.
C2 Not Met Confirmed understanding conf 80%
Agent uses generic responses and does not adapt language, confirm understanding, or check comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abdicates responsibility by stating 'I am not trained for this unit' and ends interaction without ownership.
O2 Not Met Proactive follow-through conf 90%
No next steps, timeline, or follow-up provided; customer is left with no actionable path forward.
O3 Not Applicable Closure confirmation conf 100%
No prior case history is evident; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Agent fails to escalate despite lack of knowledge and customer need; decision not to escalate is unjustified.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was attempted or documented in the transcript.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent shows no empathy, acknowledges no frustration, and offers no validation of customer's situation.
X2 Not Met Tone & rapport conf 85%
Agent maintains flat tone, does not adjust to customer’s confusion, and fails to engage effectively.
X3 Not Met Overall experience conf 90%
Customer is forced to repeat information and told to purchase new hardware without exhausting existing options.
Call Transcript10 turns · 12 lines
Speaker 1
[KEEP_UNCERTAIN] Hi. United Cereal number. Okay, ready. 10910C469217099. Yes, ma'am. [silence]
00:00
Speaker 2
Welcome to Linus's support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hello. Hi. Hi, sir. Thank you so much for uh, [silence] uh, yes sir. Okay, let me just read it back so it's 10910C for Cat 69217099.
00:00
Speaker 1
I don't sorry. I'm trying to call you guys. Yes. I do not recognize the signature. Government. Bulking you know and program.
01:00
Speaker 2
Okay, what is the concern about this device, sir? [silence] What is the concern about this device? Uhum. Port, I see. So you want to do port what kind of ports, uh, trigging, forwarding? Hmm. Oh, okay. So you have an e50 uh, 1500, right? 1500, okay. And uh
01:00
Speaker 1
Okay, so, so, what should I do? [silence] Okay, so, so, what should I do?
02:00
Speaker 2
port forwarding. Unh Unfortunately this device this is already showing out of what sorry end of support on our system or that means sorry that we no longer provide assistance for this unit because we are already not trained for this. Yes let me just check on that okay if I can provide you the way for you to log in on that user interface.
02:00
Speaker 1
So this device cannot do the activate for the 9000 port? okay so what do we do now what do we do now for activity we had to buy any the device or something or what we have already this device we using before i i take over this place all on or so they keep using for same device working with all okay so what is wrong now
03:00
Speaker 2
I will really suggest for you to do that too. For security reasons or for devices that you wanted to connect, that would be a good idea. Anyways, let me just confirm [silence] Okay. Just a second. [silence] Actually, there's nothing wrong with the device or it's just that we, I'm sorry, I am not trained for this unit anymore and I cannot walk you through it with that because it's this is already part of end of the support devices.
04:00
Speaker 1
okay. so we had to buy the new device, what time new device? [silence] oh, so we had to buy a Cisco 6200. right or no? [silence] the Len [silence] the Len different company? [silence] Len. okay. that here. [silence] okay, let me call my so nothing you cannot thank you, right?
05:00
Speaker 2
Yes, sir. You can check online, sir. Yeah, you can actually do that, sir. There are some Wi-Fi 6 devices, sir, that are easier to configure, like MX6200 or MBE7000. Not a Cisco, sir but a links yes, sir. No, sir. It's the same company, sir. It's a links, is, sir. Not Cisco. Unfortunately, yes, sir. I can there's nothing I can. [silence] Okay, thank you so much for your time, sir. Have a good day. Please stay safe. Bye-bye.
05:00