V2 Rubric Detail — 6233778e-69d0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 22:11
Duration
6m 21s
Contact
Gabriela Rojaf
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133678
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350_No internet wired and wireless.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent prematurely declared the device unsupported without performing any diagnostic steps, misidentified the product as a Netgear router, and abandoned the case without attempting resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to conduct any meaningful troubleshooting, misidentified the customer's Linksys router as a Netgear device, and prematurely closed the case by citing end-of-life status without verifying the actual model or attempting basic diagnostics. This constitutes a clear case of avoidance, resulting in an unresolved issue and a critical failure in technical accuracy and customer ownership.

V1 Case Analysis

Customer reported no internet connectivity on a Linksys router (serial 1414Y40M23B03784). Agent misidentified the device as Netgear, falsely stated it was end-of-support, and provided no valid troubleshooting. Advised testing wall port only. Issue unresolved.

Troubleshooting Steps
  • Asked about WAN (yellow) port connection
  • Suggested testing the wall outlet with a different device
Key Observations
  • Agent misidentified the customer's Linksys router as a Netgear device, indicating a critical failure in product recognition.
  • Agent falsely claimed the device had reached end of support and no longer receives firmware updates without verifying model or warranty status.
  • No model number was collected, violating basic protocol for technical support.
  • Agent provided no KB-aligned troubleshooting steps for internet/WAN connectivity issues (e.g., power cycle, cable swap, LED interpretation).
  • Customer was misnamed as Gabriela despite clearly stating name Victor at [02:00].
Positive Highlights
  • Agent collected serial number, contact information, and email as required
  • Agent attempted to set expectations about support eligibility, though incorrectly applied
Agent Errors / Gaps
  • Misidentified customer's device as Netgear instead of Linksys
  • Failed to ask for or record the router model number
  • Falsely stated the product is end-of-support without verification
  • Did not perform standard connectivity troubleshooting (reboot, cable check, LED interpretation)
  • Misnamed the customer as Gabriela despite correct identification earlier

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated 'we no longer provide technical support' and closed the case without resolving the connectivity issue or attempting any troubleshooting steps.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were performed (e.g., power cycle, cable check, LED status); agent immediately defaulted to EOL declaration after collecting basic info.
R3 Partially Met Correct resolution path conf 91%
Agent correctly identified the product as end-of-life and suggested testing the wall port, which aligns with OOW best-effort guidance, but did not attempt even basic router-level checks like a factory reset or physical inspection.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify specific symptoms (e.g., LED pattern, cable connection) and did not ask relevant diagnostic questions; jumped directly to unsupported model conclusion.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used (e.g., remote access, admin UI, serial number lookup for model confirmation); agent relied solely on customer-provided serial without verification or further investigation.
T3 Not Met No misinformation conf 97%
Agent referred to the device as a 'Netgear router' — a material factual error — and gave vague advice without confirming model or firmware status, undermining technical accuracy.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced herself and collected customer information but failed to set clear expectations or a troubleshooting path; call ended abruptly without transition.
C2 Partially Met Confirmed understanding conf 89%
Language was simple but included a major product misidentification; no confirmation of understanding or adaptation to customer's evident frustration was made.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disowned the case by stating support is no longer available, offered no follow-up, and made no attempt to troubleshoot or escalate despite customer's clear need.
O2 Not Met Proactive follow-through conf 95%
Only a generic suggestion to 'test the wall port' was given; no specific next steps, ownership, timeline, or follow-up commitment was established.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history exists to maintain or reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for an end-of-life product with no in-warranty path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Minimal empathy shown ('I see. Understand.'); no acknowledgment of customer frustration or repeated device failure; interaction ended transactionally.
X2 Not Met Tone & rapport conf 93%
Agent maintained a flat, procedural tone without adjusting to customer's confusion or emotional state; no engagement or pacing adjustment observed.
X3 Not Met Overall experience conf 94%
Customer was asked to repeat contact information despite the issue being hardware-related; no effort to streamline or reduce burden during a simple connectivity failure.
Call Transcript12 turns · 12 lines
Speaker 1
well to the five percent support. Hi I'm just calling in because I'm just setting on my linksys router and it's not giving me any kind of connection but it's like lighting and everything but and connecting to the internet but
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. Please have your devices 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. My name is Raquel and how may I assist you today? [silence]
00:00
Speaker 1
it's not, uh, it's not giving me anything or okay the serial number is 14 1 4 Y 4 0 M 23 B 0 3 7 84. Yeah, well, it's the second one. The first one they told me to switch the device and I did it, but I connect this, I plug this and it's just not. giving me any kind of connection or something.
01:00
Speaker 2
All right, thank you for that information. For me to address properly with your link. The router's internet may have the serial number found at the bottom. All right, thank you. Let me check the serial number. And is this your first time calling Linksys? Okay. All right, got it. And,
01:00
Speaker 1
What Yep Yeah What's your name Victor L-esley L-E-Z-I-N Ashnen easy easy R and it Haley Haley she right Ashnen awesome There's some boy there's
02:00
Speaker 2
Is this your first time calling Linksys, right? Is this your first time calling Linksys? Let me create a record. May I have your first name and last name? And how do you spell your last name? A R I S T E. Alright, thank you. And may I have your email address?
02:00
Speaker 1
ثمчки thencki at gmail.com six one four 815-4568 [silence] Yeah. No, it's the first time that I plug it and it didn't work. And it like the light when I turn on the router, but it didn't connect to any internet.
03:00
Speaker 2
Okay. Alright, thank you. And in case we get disconnected, may have your phone number? Alright, thank you so much. And while my system is checking the warranty and support for your Netgear router, going back to the router itself, let me check at the back where it says internet, the yellow port, it's that where your modem internet box is connecting to. And has this used to work fine before? [silence]
03:00
Speaker 1
I see, I have not. Okay, so you guys cannot help me today, all right?
05:00
Speaker 2
I see. Understand. To set your expectation with your Linksys model number, Gabriela, upon double checking it here, it actually ended or has reached end of support. To set your expectations, we no longer provide technical support for this model number since it is obsolete. It no longer receives app firm or app dates and maintenance. My recommendation for you is you may try contacting your provider to double check the internet from the wall port. If possible, try connecting a different device to the wall port. If the device is working fine, that means something to do with the router itself. It could be it's no longer working well since it's already ended its support and no longer receives firmware updates. Yes, unfortunately, we no longer provide support.
05:00
Speaker 1
Okay, I will do it. Thank you for it. Bye-bye.
06:00
Speaker 2
Oh, uh, for your, uh, router, but recommendation for you to check the internet is to try different device that can connect, wire directly to the wall port, to test the internet from the wall port.
06:00