V2 Rubric Detail — 5c8d8a1a-6f19-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 15:36
Duration
26m 21s
Contact
Shohreh Javahery
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided all troubleshooting, provided materially incorrect information, and dismissed customer with no actionable path forward.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, provided multiple technical inaccuracies, and incorrectly claimed no support for out-of-warranty devices. No troubleshooting, escalation, or ownership was demonstrated, resulting in a complete failure to resolve or advance the case. The interaction constitutes clear avoidance behavior.

V1 Case Analysis

Customer experiencing intermittent internet; uses Netgear CM600 modem and TP-Link router. Agent provided no troubleshooting, gave inaccurate guidance about needing both Netgear and Linksys devices, and failed to collect any product details. No resolution achieved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect any Linksys product information (model, serial, firmware) despite the call being about hardware and connectivity.
  • At [17:00], agent stated 'you need both of the devices if you want to replace your old network. The Netgear and the Linksys' — this is factually incorrect and contradicts networking fundamentals.
  • Agent did not perform any standard diagnostics: no reboot, no direct modem test, no speed test, no firmware check.
  • Agent incorrectly mixed up modem and router roles and gave no guidance on isolating the source of the issue.
Positive Highlights
  • Agent attempted to clarify the customer's name and email for case documentation.
  • Agent correctly identified Netgear as a competitor brand at [07:00].
Agent Errors / Gaps
  • Failed to collect required product model/serial numbers and warranty status for any Linksys device.
  • Provided factually incorrect technical advice by stating both Netgear and Linksys devices are required for internet connectivity.
  • Did not follow standard troubleshooting flow for intermittent internet issues — skipped reboot, direct-modem test, and speed test.
  • Misidentified the customer's TP-Link router as a Linksys device at [19:00], creating confusion.
  • Failed to escalate or provide any self-help resources despite the customer being out of warranty.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide any actionable solution; closed with suggestion to upgrade hardware without diagnosing root cause.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed (e.g., reboot, speed test, direct modem test); skipped all diagnostic process outlined in KB.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated no support for out-of-warranty devices, contradicting KB: OOW devices require best-effort troubleshooting, not dismissal.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process; failed to isolate issue between ISP, modem, or router despite customer describing intermittent connectivity.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use any tools (e.g., speed test, router admin UI, WAN status check) despite issue requiring isolation and evidence-based diagnosis.
T3 Not Met No misinformation conf 95%
Multiple inaccuracies: misidentified customer's router as TP-Link VE3600 (not a real model), claimed Linksys only supports Linksys products, said no support for OOW devices.
Communication
C1 Not Met Clear & professional language conf 90%
No framing of interaction, no control of conversation; responses were reactive, fragmented, and failed to guide customer through process.
C2 Not Met Confirmed understanding conf 90%
Used jargon (e.g., 'end of life', 'Wi-Fi 7') without explanation; failed to adapt to customer's repeated confusion about basic networking concepts.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Avoided ownership by deflecting to other manufacturers and suggesting customer purchase new equipment instead of resolving issue.
O2 Not Met Proactive follow-through conf 90%
Provided no clear next steps; only vague suggestions to contact Netgear or replace devices, with no timeline or action plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Failed to escalate despite clear need: unresolved issue, customer frustration, and agent’s inability to provide accurate support.
E2 Not Met Escalation prep & handoff conf 95%
No escalation executed; no handoff details, team, or customer notification provided.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Minimal empathy; no acknowledgment of customer’s frustration or repeated effort; remained transactional and dismissive.
X2 Not Met Tone & rapport conf 90%
Did not adapt to customer’s tone or pace; customer expressed confusion multiple times but agent continued with technical explanations.
X3 Not Met Overall experience conf 90%
Customer repeated device numbers multiple times; agent failed to reduce effort by summarizing or confirming understanding.
Call Transcript42 turns · 48 lines
Speaker 1
The lens. Did you say?
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's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your 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. Hi, thank you for calling Link support. My name is Dylan. How can I help you today?
00:00
Speaker 1
Dylan, thank you. My name is Shoray Java Heri. Yes, it's spelled S like Sam, R-E-H, first name. That last name is J-A-V-A-H-E-R-Y. [silence] Yes. [silence] Yes, it's spelled S like Sam.
01:00
Speaker 2
Vilan Map. I'm sorry, that's. Yes. Can you spell out your complete name? Okay, so that's Shori O Donahue. Okay, got it now. And, um, can you also provide me your email address?
01:00
Speaker 1
T-S-H-O-H-J-A-V. A V. Yeah. Yeah. It actually is under my husband name. My husband name is. Yeah, B-O-N-I-Y, K-Y-A-N-A-K-Y-A-V.
02:00
Speaker 2
Okay. Thank you so much for that one. Mishari. So that's uh showjob at gmail.com. Okay. Thank you so much. All right. So I was able to pull up a record here under your name. And um, okay. Yes. Sir.
02:00
Speaker 1
okay um is there anything to be a problem ma'am okay thank you um oh all right so the last two weeks um I noticed that uh my uh my TV uh my phone uh computer um nothing works and uh especially on TV uh goes around and around and around uh and then it stops uh so I take everything off and then I discern it and uh I assemble it again uh it works for a while and it comes back again and uh just been doing on and on and on um and uh I called last week um and then she said the lady told me that I need a new modem um the modem I have is uh
03:00
Speaker 2
okay and what seems to be the problem ma'am [silence]
03:00
Speaker 1
Four years old that I need to be replaced. What does that mean? What what? Yeah. she told you yeah this this this this this this this this this this this this this this this this this this this this this Yeah. [silence] Yeah. [silence] Dylan. [silence] Help me out here please with this. [silence] So, what is NETGEAR? What is that? And what is LMS? [silence] So, there are two unit in year.
04:00
Speaker 2
like the Linksys device that you have right now where you two have a better connectivity because the the current router that you have right now is actually already part of our end of life devices which means we no longer manufacture it And um based on our system, this device is already out of warranty. So for out of warranty devices ma'am, we no longer provide a free troubleshooting assistance over the phone. So, um, you may consider upgrading into a new system or a new uh device.
05:00
Speaker 1
I don't understand both of them, what are they doing? What are the jobs for each one? So, what links this guy. What is why you guys are? What's NETGEAR? Netgear. What is that one?
06:00
Speaker 2
Okay. So, uh, the Linksys device, ma'am, is, uh, a router. So, the one that you're calling right now. So, I am one of the Linksys, uh, technicians. So, we support and give technical support for the routers that are having issues. So, we manufacture the router. Mhm. And the router is responsible. So, the net, yah. Yah, the
06:00
Speaker 1
Yeah, the next gear is a diff. So, do I need both of these here? Just a second. I'm going to ask you something. You need to help me. I am new to all this technology and all these names. I'm going out of my mind right now. What is that? What do I do? What do I do with the net
07:00
Speaker 2
Netgear is a different manufacturer of routers, so it's one of like our competitor. So they also manufacture router. Just to confirm with you, the one that is showing Netgear is it your modem? Is it one of your like? um Is it your your your internet source?
07:00
Speaker 1
Net care, what do I do with Lilski? Do I need both of them the same time to replace them or what? It's so little. Let me get a magnify. It's so little. Wee. Okay, so, there are two sets of numbers are here. I don't know which one I need. I'm going to give you both of them maybe makes sense to you better? [silence]
08:00
Speaker 2
um it actually depends ma'am because uh I want to know if you're in that gear um can you check your net gear device and provide me the model okay alright uh-huh Okay. I think that this is the serial number. Yeah. Sorry. The model of the Netgear device that you have. Um, I think this is, uh, the serial number of it. I, I also actually doesn't have, yeah.
08:00
Speaker 1
So the cable modem is C A T as in C A T M as in Marilyn 600. I don't know if that helps you. And then then then it is that's the right you want. Mhm. Okay.
10:00
Speaker 2
Anyway, give me the other number, please. Okay. Mhm. I think that's the model. Uh, let me check on that. Oh. Uh, okay. Yeah. So, uh, it turns out that the NETGEAR CM600 that you have right now is your, um,
10:00
Speaker 1
Okay. So, come in. How that you're helping me with all these numbers, um? So, this is a very something, very crazy, for the last two weeks, I had problem with internet, and I had problem with everything. And then I went and purchased two sets of new things from Best Buy, and I don't know if then these two are gonna help me because they gave me two little one, and then one is um, is a cable internet. Another one, what is this one? This one is a, um, brand Wi-Fi 7 router. So, are these two the one I need? Uh, Two [silence] [computer beeps]
11:00
Speaker 2
Mm hmm. Mm mm. Uh, what is the model of that one? Can you tell me what's the.
11:00
Speaker 1
these two unit that I purchase from Best Buy, which one would you like me to tell you? Which one? What do you like me to tell you? I don't know. Um, the... Okay, so is it B, D, B as a bop, E as an Edward, 3600. That's a Wi-Fi number seven router. And then this one, what is this one? Oh god. And this one is a model number for Aries and as a Sam, B as a Bob, 8200, V as a Victor and number three. And then I don't know the... Okay, I
12:00
Speaker 2
What's the brand of it? [silence] Um, give me the names of the two devices. [silence] okay, so the first one Yeah, yeah, I'm sorry. For for the modem SB. 8200 Yeah, Vic. Okay. And the the first one that you've provided me is the router that you just purchased. Yes, ma'am. Well, the the Wi-Fi 7 router is actually the latest Wi-Fi standard. So it supports the 7 itself means it supports Wi-Fi 7 Wi-Fi standard, which is technically the latest.
12:00
Speaker 1
So, Dellen, help me out please. And I just don't want to accept what this bi told me. I need to know if I'm going to take this out and
14:00
Speaker 2
Wi-Fi 7 at the moment. And you can actually utilize the the Wi-Fi 7 if your device is also capable of supporting Wi-Fi 7 so it would be able to connect to the Wi-Fi 7. Um, if you have the latest devices, like for example the iPhone 17, the iPhone 16, those are capable of using Wi-Fi 7. But uh anyway, they are actually a backward compatible. So whether if your device is not a Wi-Fi 7, you can still connect to the Wi-Fi.
14:00
Speaker 1
Put these two. Are they- are they- is this the one that I need right now? Hmm. Yeah.
15:00
Speaker 2
Um, let me check on that one, ma'am, because just to set your expectation, I only provide support for the linksys products. Okay. But anyway, uh, let me check what is this. Aries. SB. SB A 2,000. It's a surfboard. S B 200. Uh, it's a standalone cable modem. So, you would also need this. I mean, you would all you would need this. Um, if you want to replace your Netgear, you can switch to this Aries. And uh, with regard to the other device that you're you're using, this FM device. Right. It's something probably a fast Modem D3. So, more or less 800 megs of upload speed as well as download speed that you can only get from Comcast locally. Okay. And the far device. This one is usually use to fast Ethernet WAN to a computer. Right. Um, from download speed, you could see that this two modems, the only thing that they differ is the uplink. So, the up link of this Aries A200 your download is 200 megs. Now your FM is doing 800 megs. So, regardless your configuration what you believe to be your established upload speed is, it would be the FM's capability. So, you're getting download speed from Comcast which is 800 megs, as well as your uplink. Right? So, you don't need to use these, this Aries. Right. It's just a waste of money, actually.
15:00
Speaker 1
Yeah, and yeah, it's um, so this one and is a dual band Wi-Fi 7 router. B, as a Bob E, as an Edward, three number. Fix number.
16:00
Speaker 2
[KEEP_UNCERTAIN] [silence]
16:00
Speaker 1
So let me just make sure I have a lot of people that they're very good, you know, techno. And then I can just have them, you know, replace that. I don't have to call any manufacturer. I just want to know. Do I still need both of them, Dan? These two units? Yeah. Yeah. So, because you said, because of this, they get kind of old. The Netgear, you said, is probably is getting old, as well. Is did I hear you correctly? [silence] Okay.
17:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Yeah, actually you need both of the devices if you want to replace your old network. The Netgear and the Linksys. Yeah. [silence]. Um, I did not say that ma'am. But actually [silence].
17:00
Speaker 1
Netgear, um, is Netgear just going to work by themself. I just replace their router. Net instead? So, rather, um, you're telling me I have to call. The Netgear is a different company? [silence] Huh. [silence] Uh-uh.
18:00
Speaker 2
you can actually just replace the router if in any case but you know I don't have visibility on the date it was manufactured so I can't really provide you information about it because it's a different brand. Mm-hmm. Yes ma'am, for you to be able to confirm if the Netgear device that you have right now is still good to go or still good for usage or you need to replace it, but on our end, we suggest the Linux device. Um you may consider replacing it consider um since it's an outdated router uh uh uh it's okay man uh that's that's the modem uh that's the modem ma'am and your router is a TP link
18:00
Speaker 1
Huh? My router is a different one? Do I have to write? Okay. Okay, TP link. The one that I have already, you mean. Oh no, yeah yeah yeah yeah. So I'm going to... Oh, okay. So the reason I call I just want to double-check that I purchase is something new? Something is good? I can just go assemble it and then I can call the other one you told me the Wi-Fi and the router. So which one I need to just have them put together? Both and then
20:00
Speaker 2
Yeah. A different manufacturer. It's a T-Link. Yes, yes. The one that you... the VE, the VE3600. That's the device from TP-Link. Either.
20:00
Speaker 1
Okay. Yeah. Uh-huh. Okay. me out. Your technology, do you think my problem that it was on TV, all the things was just going round and around and around and around, and no cable, no nothing, everything, just nothing I was able to connect. So is this relate to the net gear or lansky? Which one is probably been a problem?
21:00
Speaker 2
either choose between having one of them replaced or you can put your Arris modem and connect your TP-Link router to it if you can uh verify with Netgear that your modem is still working fine you can just replace the Linksys router with the TP-Link router. [silence] Um, It's actually like it's uh it's kind of complex to say, but um there's actually a lot of factors that may have caused the intermittent or dropping internet connectivity that you have uh right now ma'am. Considering that, um it needs a deep checking on your router, um as well as you need to perform isolation for your device to really check where the issue is coming from. So it's either uh you you remove the linksys router from the picture and connect your devices directly to the modem, the Netgear modem, to verify if you're still having the same issue when you are connected with the linksys wi-fi. So it's one way of checking.
21:00
Speaker 1
Yeah. Yeah. Thank you, Dylan. Yeah. Yeah. Yeah, yeah. Yeah, yeah, that's true because, you know, even everything you say on your computer, your phone, everything says update, update, update. I've never done this. This is something new and probably I never updated this is exactly when I called uh last week and they're a little young lady.
23:00
Speaker 2
Actually, the link this router is dependent on the internet source. So, whether the internet is having issue, your your router, the one that provides you Wi-Fi, is also be having issue. So, technically um, there's a lot of possible factors. So, it's either, it's also possible that your issue is coming from the linksys cuz uh the linksys device that you have right now is no longer updated. So, yeah, there's really a lot of possible issues.
23:00
Speaker 1
Telli told me it's too old, I would recommend you just replace it, so, BU estoy talking to, you're more technical, you're helping me a little bit more. Uhn, so I appreciate Dylan. So I'm going to go because I just want to double check you know, I I purchased these two items. I want to double check that I do need both of them since this has been probably both of them. It's been purchased for, you know, four years ago. I would call the Netgear and then see what they can help me with. So Thank you, dear. Thanks for Dylan for calling, helping me out. Thank you, dear. I appreciate your, need to take care. You do. Bye-bye. Bye-bye. So thank you. Thank you, Dylan. So, bye. [silence]
24:00
Speaker 2
Mm-mm. Mm-mm. Mm. mm-mm. Okay, sure, ma'am. No problem. Mm. Sure, ma'am. No problem. You're very much welcome. And thank you as well for calling Linx, sis. I appreciate your time. Have a great day, ma'am. Take care. Bye for now.
24:00
Speaker 1
birisi sabah, döddingin ben bu işi ben işte yapplement krallık hocasına ayrıldı uh oh. me. uh-and another key factor was being poised and bold and Pl me. sorry about that. thank you.
25:00
Speaker 2
Hello, ma'am, you can release the call now. It's okay.
26:00