V2 Rubric Detail — 68135b3a-6e51-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 15:45
Duration
15m 15s
Contact
Rich Zilinsky
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134282
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Guest network not showing
⚠ 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: B — Avoidance/Evasion: Agent avoided troubleshooting by immediately pivoting to paid service and warranty status without attempting best-effort steps (e.g., factory reset, guest network reconfiguration, firmware verification), violating OOW support standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting or use available tools, incorrectly presented a $15 paid service as the only path, and did not attempt best-effort resolution for an out-of-warranty device. Despite adequate ownership and next steps, technical inaccuracy and avoidance of diagnostics resulted in no progress toward resolution.

V1 Case Analysis

Customer reported guest network issue on EA7300. Agent misidentified model as E8300, offered paid support ($15/hr), and promised to email a troubleshooting guide. No troubleshooting performed. No resolution confirmed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misidentified the router model as E8300 instead of EA7300 at [09:00], a clear protocol and accuracy failure.
  • No troubleshooting steps were performed despite the issue being resolvable via standard steps (reboot, check guest network settings, verify firmware).
  • Agent incorrectly claimed firmware updates might disable guest network features, contradicting KB guidance (universal_firmware_update.md).
  • Warranty status was assumed without verification; agent pushed paid support prematurely.
  • No ticket or case number was provided despite promising one at [13:00].
  • Communication was repetitive and filled with filler phrases, reducing clarity.
Positive Highlights
  • Collected customer contact information including name and email.
  • Offered a self-help option (email guide) when the customer declined paid support.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Incorrect model identification (E8300 vs EA7300) at [09:00].
  • Failed to follow standard troubleshooting flow (no reboot, no guest network settings check, no firmware verification).
  • Provided factually incorrect technical advice: claimed firmware updates might disable guest network features, which is not supported by KB (universal_firmware_update.md).
  • Assumed out-of-warranty status without verification.
  • Did not provide a ticket/case number despite promising one at [13:00].
  • Did not verify or enable guest network settings, which are accessible on EA7300 via local web interface (http://192.168.1.1 or http://myrouter.local).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer still unable to use guest network; agent only offered to send a guide, no resolution achieved.
R2 Not Met Diagnostic thoroughness conf 95%
No actual troubleshooting steps performed (e.g., reboot, check guest settings, firmware version); agent skipped to warranty status and paid service.
R3 Not Met Correct resolution path conf 92%
Agent failed to provide best-effort troubleshooting for out-of-warranty device despite expectation; dismissed issue with paid-only options instead of attempting setup, reset, or configuration check.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent confirmed symptom (guest network not working) and gathered model/ISP, but did not ask diagnostic questions about guest settings, recent changes, or access attempts.
T2 Not Met Appropriate tools / resources used conf 93%
No use of tools (e.g., remote access, admin UI, logs) to verify guest network status or firmware; relied solely on verbal description despite available diagnostic paths.
T3 Not Met No misinformation conf 94%
Agent incorrectly claimed $15 paid support is standard and implied firmware disables guest network by design — unsupported by KB; EA7300 supports guest network in all firmware versions.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent collected info and moved call forward but lacked structure, failed to set expectations, and allowed confusion around options.
C2 Partially Met Confirmed understanding conf 85%
Agent used formal tone but did not adapt to customer’s expressed confusion or confirm understanding of technical terms like firmware or guest network.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on call, did not transfer, and committed to email guide and provide ticket number for follow-up.
O2 Met Proactive follow-through conf 95%
Agent clearly stated, 'I'll send it to you right after this call' and offered ticket number for callback.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none warranted for guest network issue.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent apologized at end but did not acknowledge customer frustration earlier or validate effort already made.
X2 Partially Met Tone & rapport conf 85%
Agent maintained polite tone but did not adjust pace or simplify language when customer asked for clarification.
X3 Not Met Overall experience conf 91%
Customer repeated email and serial number; agent asked for name/email despite likely having access via system lookup.
Call Transcript25 turns · 27 lines
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 depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. You can also connect. [silence].
00:00
Speaker 1
[silence] Yeah, I'm having an issue connecting to my guest network. It used to work and then it stopped working and I'm not sure what's going on with it. I wanted to see if I'm able to get support. Sure. I'll see if I got a picture of it somewhere. Sorry, let me go to the router. [silence]
01:00
Speaker 2
9780 yeah may I have the serial number of the links of routers? Are you please.
02:00
Speaker 1
[silence] Mm, it's an Apple. Six zero to 911. Okay. Mm-hm. Mm-hm. Yes, that's correct.!
03:00
Speaker 2
Okay, let me just check on the exact device service first, okay? Thank you, sir. Okay, so based on what I have here sir, you are using an EA 7300 or 7300.
04:00
Speaker 1
Yes, I'm here. Uh, Comcast or Xfinity? Xfinity.
06:00
Speaker 2
Hello. Yes, hello sir. Who's your internet provider, sir? I'm sorry, who's your internet provider, sir? Sorry, I was not able to hear that. Xfinity, okay, so you have internet connection from Xfinity, but your links router is not working. Sure, right? [silence]
06:00
Speaker 1
he linksys router works but i'm unable to use the guest network. yes. and I was just gonna say, the guest network used to work and now it no longer works. okay. uh, seven zero eight two seven zero six zero two. first name is rich. last name is is Zelinsky.
07:00
Speaker 2
The guess. Okay. Okay. Yes, it seems that the concern is your sorry. Mm-hmm. Mm-hmm. I see. Okay. Okay. Let me just check a few things here before we proceed with that. Uh, before we proceed with the troubleshooting or with the device checking. Um, may I have your phone number in case we get disconnected? Uh-huh. Uh-huh. I'm gonna think likewise. How about your first and last name?
07:00
Speaker 1
Sure. So, I'm going to say my email address really loud. [silence] r-zilinsky@gmail.com [silence] Yes, sure. It's rzilinsky@gmail.com
08:00
Speaker 2
Can you spell your last name, sir, please? Okay, how about your E-mail or E-mail address? Hello, sir. Yes. Can you? Sorry for the inconvenience here. But can you repeat the E-mail address a bit slower, sir? M-hmm.
08:00
Speaker 1
H F K Y at gmail.com correct okay
09:00
Speaker 2
Okay, got it here, thank you. It's the initials of your first name and your last name at gmail.com. Okay, so you are using an E8300, sir? And I believe, sir, the reason why this is not working properly anymore, sure, you do have internet connection but there are some features that are no longer working is because this router, sir, is using an old firmware or an outdated firmware version, sir. Actually, sure, we can still do some troubleshooting for this but it's not a guarantee that it will work the same as before but it might if you might be able to use the guest network again. If you have a moment, please follow me through a few troubleshooting steps. If this still doesn't work, unfortunately, sir, the router would have to be replaced, sure. [silence] Another alternative is to purchase a replacement model in refurbished parts, you'll get 10% off. [silence]
09:00
Speaker 1
I'm sorry. I'm sorry, what was the second option? OK.
10:00
Speaker 2
But sir, unfortunately your device is no longer in warranty. For out of warranty device sir, we can no longer provide free assistance but I can offer you two options for this. The first options here is we do have a paid service that is $15 sir for an hour of troubleshooting. But then if in the case the device will be defective, we cannot replace your router. Second option is for free, since you still have internet connection sir, it's just a guest network that is not working. I can send you the full guide sir in how you can reconfigure your Linksys router sir. Second options sir, is I can send you the full step-by-step guide for the troubleshooting that you can do on your end for this router to to work.
10:00
Speaker 1
Okay. And how much was it for the paid uh, support? $15. 1.5 for an hour for 60 minutes of troubleshooting. Okay. Okay. Um, is the troubleshooting guide going to guarantee to fix my issue or will a will either method guarantee to fix my issue? Okay. If I do the paid, okay. [silence]
11:00
Speaker 2
For the, yes, sir. For the paid servicer, that will be $15 for an hour of troubleshooting. Yes. Yes, sir. [silence] Not a guarantee, sure. Possibly an 80% chance. Actually, sir, that guide, sir, will be the same troubleshooting that we that you will do if you avail, a paid service. The difference is that, yes, yes, sir, the difference is that we will be walking you through step by step over the phone while you will be
11:00
Speaker 1
Okay. Why don't you just send the troubleshooting guide to me? I've already done the troubleshooting on my own. Are you able to tell me if, I have the most recent firmware, I've updated that or confirmed that it's up to date. Do you are you able to tell me if that feature was disabled for some reason because of a security flaw that maybe the firmware updated it and disabled it, or should that feature technically still work? [silence]
12:00
Speaker 2
[KEEP_UNCERTAIN] [silence] [silence] actually sure. [silence] there's no reported cases here for this uh for the last version here that it blocks some features. so possibly uh the reason for this one here is either your unit is already defective or you just need to reconfigure that
12:00
Speaker 1
Okay. All right, well, why don't you go ahead and send me via email the troubleshooting guide and I'll just go through that. And if I have any further issues, maybe I'll call back and get paid service as well. Okay. You had said, if I understood you correctly, that you don't see any firmware updates that would have disabled the guest network, correct? So theoretically, it should work.
13:00
Speaker 2
Okay. Yes, yes sir. Yes sir. You can call us back if in the case the troubleshooting will not fix your concern. Okay, sir. I'll send it to you right after this call, sir. And just call us back and I'll provide your ticket number in case you wanted to call us back for the page service. Okay. For this? Yes sir, it should work. For this unit your your ea 7 300 there is [silence]
13:00
Speaker 1
Okay. Okay. Maybe my internet service provider did something that's blocking it. Yeah. Okay. Okay, yeah. If you can give me the ticket, I will. And what is the ticket number? Oh, okay, perfect. [silence]
14:00
Speaker 2
it's so, uh, cases. That there are some features that are blocked after firmware updates. Um, possibly an upgrade, sir. Actually, sir, that should not be blocked, but there are some cases that your router will not be able to, uh, get that feature, uh, from the provider uh if the router is, uh, using an older version of firmware. Mhm. Anyways, try this troubleshooting. Yes, sir. Yes, sir. Yes, uh, I will send it, uh, together with the guides, sir. Hmm. Okay, thank you so much for your time, sir. I do really apologize for the inconvenience and just
14:00
Speaker 1
Okay, thank you very much. You too. All right. Bye-bye.
15:00
Speaker 2
Call us back. We're up until 11:00 PM, sir. You're welcome, sir. Have a good day and stay safe. Bye.
15:00