V2 Rubric Detail — 6425a714-65c6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 18:50
Duration
9m 2s
Contact
Diane Franz
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00133151
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided any genuine troubleshooting, misidentified the product, provided factually incorrect warranty and support information, and immediately directed the customer to a paid support option without attempting resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, misidentified the router model, provided inaccurate warranty details, and defaulted to a paid support offer without attempting resolution. No troubleshooting was conducted, and the customer was forced to repeat information multiple times, resulting in a complete failure to resolve the issue and a clear case of avoidance.

V1 Case Analysis

Customer reports intermittent low signal and outages on EA6350 router. Agent misidentified model as E8350/E163050, incorrectly stated support timelines, and offered paid support without troubleshooting. Promised to email instructions. No resolution achieved.

Troubleshooting Steps
  • Requested serial number
  • Attempted model confirmation (unsuccessfully)
  • Asked about LED color (white)
  • Offered paid support
  • Collected partial email and name
Key Observations
  • Agent misidentified the router model multiple times (E8350, E163050) despite customer clearly stating EA6350 V4 [03:00].
  • Agent provided materially incorrect warranty and support duration information: claimed one-year warranty (false) and version-specific support until 2028 (unsupported by KB).
  • No basic troubleshooting steps (e.g., power cycle, WAN check, signal test) were performed before offering paid support.
  • Agent incorrectly implied that technical support is entirely unavailable for out-of-warranty devices, which contradicts policy.
  • Email address was partially captured and not fully verified, risking failed delivery.
Positive Highlights
  • Agent remained polite and professional despite connection issues.
  • Attempted to collect customer contact information and name for follow-up.
  • Offered to send written instructions when customer declined paid support, providing a self-help path.
Agent Errors / Gaps
  • Failed to correctly capture and confirm the product model number despite clear customer input at [03:00].
  • Provided factually incorrect warranty information: EA series has a two-year warranty, not one year.
  • Falsely claimed that EA6350 version 4 is supported until 2028; no such version-specific support policy exists in KB.
  • Misidentified the model as E8350 and E163050, leading to invalid technical assumptions.
  • Offered paid support without performing any standard troubleshooting steps, violating protocol.
  • Did not verify WAN/Internet status or perform basic diagnostics (e.g., power cycle, LED interpretation).
  • Failed to provide any immediate troubleshooting guidance before escalating to email.
  • Partially captured and did not fully verify the customer's email address, risking communication failure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue or provide any actual troubleshooting; only offered a paid support option and email instructions without confirmation of delivery or content.
R2 Not Met Diagnostic thoroughness conf 98%
No meaningful troubleshooting steps were performed — no power cycle, no LED check, no ISP verification, no access to router interface; agent immediately pivoted to paid support.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated warranty end dates and failed to provide best-effort troubleshooting for an out-of-warranty device; instead defaulted to paid support without attempting resolution.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not establish a diagnostic process — only asked for model/serial, misheard them, and skipped all symptom analysis like signal lights, network topology, or prior resets.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (e.g., remote diagnostics, firmware check, or even directing customer to http://192.168.1.1); issue could have been triaged with basic steps but agent avoided engagement.
T3 Not Met No misinformation conf 98%
Agent misidentified the model as E-8350 instead of EA6350 and inaccurately claimed support ends in 2028 for v4 — no such versioning or extended support exists per KB; materially incorrect information provided.
Communication
C1 Not Met Clear & professional language conf 94%
Agent lost control of the call — repeatedly asked for repeated information, failed to set expectations, and allowed the interaction to devolve into fragmented exchanges due to poor framing.
C2 Not Met Confirmed understanding conf 93%
Agent used confusing terminology, failed to adapt to customer’s clear frustration and poor connection, and did not confirm understanding after key steps like model number or email entry.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by pushing paid support immediately and did not attempt to resolve the issue themselves, even with simple steps like a power cycle recommendation.
O2 Partially Met Proactive follow-through conf 89%
Agent promised to send an email within 5 minutes, providing a next step, but gave no guarantee of follow-up or confirmation that instructions would resolve the issue.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No escalation was made despite unresolved issue; agent should have either troubleshooted or escalated to a tier that can assist out-of-warranty devices, but chose neither.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy — no acknowledgment of frustration, repeated connection issues, or inconvenience; interaction remained transactional and sales-focused.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust pace or tone to match the customer’s stress and connection problems; continued with rigid questioning despite clear communication breakdowns.
X3 Not Met Overall experience conf 96%
Customer had to repeat serial number, model number, and email multiple times due to agent errors and poor listening, significantly increasing effort.
Call Transcript16 turns · 17 lines
Speaker 1
Oh, geez. Um, hi, I was given your number by my cable company. [silence]
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 1 now. For out of warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling Linksys. This is May. How can I help you?
00:00
Speaker 1
I'm just pretty much, they're saying that my router is showing a low signal. Yeah, but it does go out. Oh, it does go out like every couple days or so. And then I call, and they reboot it. And now they're telling me that they're showing a low signal on my router. Okay. Let's see that. The upper right there. S-N 14Y 40 M2.
01:00
Speaker 2
[silence] So you can still search online. It's just that it's slow. All right? Or you cannot search at all. Okay. So, yeah, can I have the serial number for me to check if that's still in warranty or not? That's on the sticker underneath your device. Serial number. Uh-huh. [silence] Oh, yeah.
01:00
Speaker 1
C903. 14Y40M. Sorry. 2C903041. Yes. Yes. [silence]
02:00
Speaker 2
Uh-huh. Oh, one second. I lost it for a second. 14Y, 10 Mike, what was it again?
02:00
Speaker 1
E A, 6350 V, like victory, 4. Yes, E A 6350 V, 4. A, for Apple, 6. 35 v. It is. Yes. E A 6.
03:00
Speaker 2
The model number. What's the model number they indicated? Uh-huh. Pardon? So, it's E-8350. Uh, I'm sorry. Can you say that one more time? It's E for Echo. Ah, okay. Zero. It's an E-1630-50.
03:00
Speaker 1
[silence]
04:00
Speaker 2
Okay. Uh-huh. Okay. And just to verify the appearance of that device you have, it's a uh color black router that has two antennas. And uh check the is there any light indicator on top. Okay. Is it green or white? It's white. Okay. So, we have EA6,350 that uh the support already ended year 2025. But for our version 4 that can still be supported up to year 2028. However, that only applies if your router was purchased within a year. 'Cause we're giving one year warranty for this one.
04:00
Speaker 1
That's more than a year. Yeah Right
05:00
Speaker 2
When you had this router. Is that how some or lesson? Hmm, more. And okay. For technical support, it's no longer legible. I can send you email instead and that email contains instruction, and how you can fix the router. We do have other option, paid support, we in I have to pay $15, if you want me to assist you via phone. If you don't want to, If you don't want that option, then I can send you email instead. You're calling for no internet connection, right? Okay. Your router probably will have to reset. The reason why it's not getting internet connection is since you already called your internet provider and they confirmed that their modem is working.
05:00
Speaker 1
No, I'm not. Oh no, not doing that. No. Can you send me that email? D-I-A-N-E-L-L-I-S-T-R-A-N-E-Z at email. [silence]
06:00
Speaker 2
[silence] so that really has something to do with your router then. Um, if you'll proceed with the $15 charge, it's not refundable by the way just in case your router is deemed defective. And it's just one time. Uh huh. Sure. Uh huh. Yeah. What's your email address? Uh, sorry. Can you start one more time? You're cutting in and out earlier. Say it one more time. [silence] Oh, you're really cutting in and out. What I have here is it T-I-N-E. That's it. Uh, Mm-hmm. Go ahead. Okay. What's your first name? And how about your last name? Uh-huh. Like on the email. And just to verify, Frank is spelled as F-R-A-N-C for Zulu. Am I right? Okay. Uh-huh. All right. And your internet provider, uh, is it Spectrum? Okay. All right. Whoa. Let's go.
06:00
Speaker 1
you have my middle initial too there right? yeah. yes okay I'm sorry we're having a bad connection I think it's something to do with right okay thank you appreciate it okay bye bye thank you [silence]
08:00
Speaker 2
Okay, yeah, so uh just to confirm the email, that's your complete first name and then your middle initial L and complete last name Gmail.com. Okay, um that's it, right? You're just calling for no internet connection. But if you do have inquiries, we can answer it for you, though your router is out of warranty in the future, if you have any questions. Okay? You're welcome. Thank you again for calling. Um just wait for 5 minutes max, I'll send it to your email. Bye for now. And bye-bye. You're welcome. Bye-bye.
08:00