V2 Rubric Detail — 61a7c148-5fb8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 01:54
Duration
7m 18s
Contact
Jennifer Tuttle
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132164
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA9500 v1.1_No Internet Connection
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided responsibility by falsely claiming the device was a different brand and directing the customer to a non-existent support URL, effectively abandoning the case.

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
Technical0.94/5
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 basic troubleshooting, provided materially incorrect information, and evaded responsibility by misrepresenting the product and directing the customer to an invalid support site. No resolution path was established, and the interaction ended with no actionable support.

V1 Case Analysis

EA9500 router showing solid green + blinking orange LEDs, no internet. Agent misidentified device as non-Linksys, provided incorrect URL (support.LenS.s.com), offered no troubleshooting, and incorrectly stated no support available. Customer plans self-replacement.

Troubleshooting Steps
  • Collected model, serial number, and contact information
  • Asked for ISP name (MetroNet)
  • Suggested checking AI tool (but directed to incorrect URL)
  • Asked if router was Linksys or different brand
Key Observations
  • Agent misidentified EA9500 as a non-Linksys product at [06:00]
  • Provided an incorrect and fabricated support URL (support.LenS.s.com) at [07:00]
  • Did not perform any standard router troubleshooting (power-cycle, WAN check, LED interpretation)
  • Incorrectly stated that Linksys could not provide technical assistance for a Linksys device
  • Failed to verify warranty status or support eligibility
  • Call ended without confirming issue or offering valid resolution path
Positive Highlights
  • Collected essential customer contact details (name, phone, email)
  • Collected correct product model and serial number
  • Attempted to direct customer to online support resource (though URL was incorrect)
Agent Errors / Gaps
  • Incorrect brand identification for EA9500 at [06:00]
  • Provided fabricated support URL (support.LenS.s.com) at [07:00]
  • Failed to follow standard router troubleshooting flow
  • Stated that Linksys could not provide technical assistance for a Linksys device
  • Did not attempt to interpret LED pattern or validate WAN connectivity
  • Did not confirm or clarify customer's description of LED behavior (misheard 'green' as 'white' at [04:00])

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any meaningful outcome; closed the call by redirecting to an AI tool and incorrect website.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked for model, serial, LED status, and ISP; skipped essential troubleshooting like power cycling, cable check, or firmware verification.
R3 Not Met Correct resolution path conf 96%
Incorrectly claimed the router was a different brand and directed customer to a non-existent support site instead of offering best-effort troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Identified symptom (LED pattern) and asked for ISP name, but failed to pursue root cause with further diagnostic questions.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote access, admin UI, logs); relied solely on verbal description despite a non-functional router requiring deeper diagnostics.
T3 Not Met No misinformation conf 97%
Provided factually incorrect information: misidentified router as different brand and gave invalid URL 'support.LenS.s.com'.
Communication
C1 Not Met Clear & professional language conf 94%
No clear agenda, poor call control, and abrupt ending without managing transitions or expectations.
C2 Not Met Confirmed understanding conf 93%
Used confusing phrasing ('solid white' when router has no such LED), did not adapt language or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Failed to take ownership; dismissed customer with AI tool suggestion rather than attempting resolution.
O2 Not Met Proactive follow-through conf 94%
No specific next steps or timeline provided; only vague referral to external tool.
O3 Not Applicable Closure confirmation conf 99%
Confirmed first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Failed to escalate despite unresolved hardware-like symptoms; no justification given for not escalating.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation was performed, and the decision not to escalate was inappropriate, so there is no execution to evaluate.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Showed no empathy for customer’s frustration; used transactional tone and ended call abruptly.
X2 Not Met Tone & rapport conf 93%
Did not adapt to customer's emotional state or pace; remained disengaged and unresponsive to cues.
X3 Not Met Overall experience conf 94%
Forced customer to repeat information and introduced avoidable friction by sending to an incorrect, unusable website.
Call Transcript16 turns · 16 lines
Speaker 1
Hi Carla. I'm having some issues with my router tonight and i've kind of been having issues all day with it and somebody kind of was trying to help me um problem shoot and everything and they think it's like a [silence] symbols.
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. Please have your device serial number and contact information ready. If unavailable, please 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 Carlal. How may I help you? Okay. [silence] Okay.
00:00
Speaker 1
hardware issue. Yes. Yeah, the model number is ea9500V1.1. The serial number is 17A1111j09612805. Yes. Yeah, it's [silence]
01:00
Speaker 2
Okay, so, ma'am, before we continue, your main problem right now is the router stopped working, right? And may I know the model number and serial number of that router? All right, and how about the, um, serial number? Okay, 178 for Apple, 11J for John, 09612 805. Did I get it right? Okay, ma'am, can you have also your phone number to create a record?
01:00
Speaker 1
317-501-8001 Jennifer Tuttle yeah it's Tuttle T as in Tom U T as in Tom his inv Tom L as in lion E as in elephant it is J a Tuttle 2010 at gmail.com 2010 yes US
02:00
Speaker 2
Okay, first name and last name. Okay, hold on. Um, can you spell your last name, please? [silence] All right, thank you. How about your email address? Uh-huh. That's 2010, right? Okay, uh-at gmail.com. And again, the router is an EA 9500 and you're calling from US, ma'am or Canada. US. Okay.
02:00
Speaker 1
So I have three solid green lights and then I have three blinking orange lights. yeah that's at the back of the router. It's like I have the three solid green lights and then like the light next to it is like they all have three blinking orange lights. I don't have a light color, it just says links and there's like a bunch of lines. Hold on, let me check. I have to I have to run inside because I can't use my phone inside, it just won't work. [silence]
03:00
Speaker 2
All right.
03:00
Speaker 1
Not understanding you.
04:00
Speaker 2
Okay, solid white. Okay. That could be the, if it is solid white ma'am, that means it's the router is like and it's still working but possible it's not properly configured to receive internet connection from your provider and is your internet provider is it a cable company? what's the name? Okay, MetroNet. Okay, maybe that's the reason.
04:00
Speaker 1
Okay, I've had him for a while now. For probably three years. Okay.
05:00
Speaker 2
Then, why no internet connection? Might be that there's the router cannot communicate to your internet provider.
05:00
Speaker 1
Okay. Okay. Yeah. All right. So I had a whole new router. Gotcha. Okay. Well, all right. I ordered a new router from Amazon that's supposed to be delivered tomorrow morning. So we'll see. I'll switch it out and see, hopefully that'll help. And go from there. Huh. It's
06:00
Speaker 2
Providing any technical support and hardware repairs, ma'am, or even returns. Mm-hmm. me because you, because yes, ma'am, we could no longer provide any, um, technical assistance on the router, but if you have data on your phone, you may try to, um, check our AI tool, ma'am, that is on our website support.linksys.com where you can also ask questions there and we'll guide you on how to like reconfigure the settings of the router. Okay. Okay. Is it Linksys as well, ma'am or is it a different brand?
06:00
Speaker 1
He's a different brand. All right. Thank you. Bye-bye.
07:00
Speaker 2
Okay, no problem. Okay, so you again the website may know is support. Len S.s.com. Okay. You're welcome, so thank you for calling Len S's. Ma'am, this is Carla. Have a great day.
07:00