V2 Rubric Detail — 6bec0796-65cf-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 19:54
Duration
10m 14s
Contact
Kammi Lyons
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133162
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E2500 v4_No Internet Connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing technical support by immediately citing out-of-warranty status and pushing a paid service without attempting any troubleshooting, violating the OOW best-effort standard.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly stated that free support is unavailable for out-of-warranty devices, and evaded responsibility by pushing a $15 paid service. No diagnostic steps were taken, an incorrect website was provided, and the customer was left without resolution. This constitutes avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer reports no internet on EA2500 router (no lights). Agent did not troubleshoot; incorrectly stated warranty status and provided invalid URLs. Offered paid support ($15) without technical validation. No resolution achieved.

Troubleshooting Steps
  • Asked if ISP outage existed
  • Asked if device works when connected directly to modem (customer said no)
  • Did not perform any physical-layer diagnostics (power, cables, LEDs)
Key Observations
  • Agent never performed physical-layer diagnostics (power, cables, LEDs) despite customer reporting no router lights [05:00]
  • Provided two invalid URLs: register.linzus.com and support.nskz.com [08:00, 09:00]
  • Asserted warranty status without verification or lookup [08:00]
  • Failed to offer any valid self-help path (KB article, email, chatbot) after customer declined paid support [09:00]
  • Did not confirm whether customer tried factory reset despite mention [01:00]
Positive Highlights
  • Correctly identified product model EA2500 from customer description [01:00, 04:00]
  • Collected complete and accurate customer contact information (name, phone, email) [03:00-04:00]
  • Asked about direct modem connection to isolate ISP vs router issue [05:00-06:00]
  • Clearly explained the scope and cost of paid support ($15, 60 minutes, no refund) [09:00]
Agent Errors / Gaps
  • Failed to follow standard troubleshooting protocol for no-internet issues, skipping power, cable, and LED checks [05:00]
  • Did not collect the router serial number, required for warranty verification
  • Provided inaccurate web addresses: register.linzus.com and support.nskz.com [08:00, 09:00] — neither is a valid Linksys domain
  • Asserted out-of-warranty status without evidence or system lookup [08:00]
  • Did not offer any valid self-help resource (KB article, email, chatbot) after customer declined immediate paid support [09:00]
  • Misrepresented support.nskz.com as an official support site, which is not a Linksys domain and could mislead the customer

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide a valid resolution path; instead pushed paid support without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 90%
Only asked if internet worked when connected directly to modem; skipped basic steps like checking power, LED status, or performing a power cycle.
R3 Not Met Correct resolution path conf 95%
Dismissed free support solely due to out-of-warranty status and failed to offer best-effort troubleshooting as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No logical diagnostic process; jumped from minimal questioning to warranty status and paid service without identifying root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Did not use KB, remote tools, or logs; provided incorrect URL (support.nskz.com) instead of support.linksys.com.
T3 Not Met No misinformation conf 95%
Stated free technical help is unavailable for OOW devices — contradicts rubric which requires best-effort troubleshooting regardless of warranty.
Communication
C1 Not Met Clear & professional language conf 90%
Abandoned call control by shifting abruptly to sales pitch without framing next steps or managing expectations.
C2 Not Met Confirmed understanding conf 85%
Used scripted, generic language without adapting to customer’s confusion or technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Failed to take ownership; transferred responsibility to paid service without attempting resolution.
O2 Not Met Proactive follow-through conf 95%
Provided no clear next steps beyond purchasing paid support; no follow-up or timeline given.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior history to maintain or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation offered despite unresolved connectivity issue that may have required deeper diagnostics or hardware assessment.
E2 Not Met Escalation prep & handoff conf 90%
Since no escalation occurred and none was initiated, execution criteria cannot be satisfied.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Showed no empathy; did not acknowledge customer frustration or difficulty, moved straight to sales.
X2 Not Met Tone & rapport conf 85%
Tone remained transactional and sales-focused, failing to adapt to customer’s emotional state or pace.
X3 Not Met Overall experience conf 95%
Increased customer effort by requiring payment for basic troubleshooting that should have been attempted first.
Call Transcript18 turns · 20 lines
Speaker 1
[silence] Hi, I think some I've been having some problem.
00:00
Speaker 2
welcome to LingSv. 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.linzus.com. Please have your device 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 service options, press 2. 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. [silence] Thank you for calling Linksys. This is Gari La. How can I help you? [silence]
00:00
Speaker 1
with the Wi-Fi with my router. I was wondering how you could like help me um because it won't um connect to the Wi-Fi with any of my devices. So like my phone, my laptop, my TV and stuff like that. I was wondering if you could help me with that. Okay. Uh, no, yeah, it's just suddenly stopped working and we tried to um reset the router. Um, we tried to unplug it, things like that and it just didn't work. Yeah. So the model number,
01:00
Speaker 2
Mm-hm. Okay. So, um, there's no wireless, um, internet. And by the way, ma'am, before you encounter this problem, was there any outage in the area or it just suddenly stopped working? Mm-hm. Okay. Ma'am, before we start, let me just create a record for this. Can I have the model number and serial number of the router? All right. And how about the cell number? Yes. And who was your internet service provider? Okay.
01:00
Speaker 1
920-728-1747. Sammy Lyons. First name K-A-M-M-I. And then last name L-Y-O-N-S. I think my dad's... I'll just do mine.
03:00
Speaker 2
Alright, I'm gonna have you your phone number, mam. And your first name and last name. Um, can you spell it, mam? Ah? And you. And how about your email address?
03:00
Speaker 1
K a M M I T H I N G S at gmail.com yeah yes yes [silence] yes yes [silence]
04:00
Speaker 2
it's Kami things at gmail.com right? Okay, again, ma'am, the router that you have is an E2500 version four, all right, and then your, your concern right now is there's no internet connection. None of your wireless devices, like your, your phones, computers, they are not connected, right?
04:00
Speaker 1
The router. Um, it's, it's solid. Like, it's not, there's no lights. Yes. Yeah. Yeah. Or not. [silence]
05:00
Speaker 2
It's it solid? Or is it blinking? Yes. Okay. But your laptop or your phone is connected to the network, right? It's connected right now. It's just that it won't connect to the internet. Okay. Have you tried connecting your computer straight to the modem and validate the internet connectivity from your cable modem and the internet works fine? [silence]
05:00
Speaker 1
Oh, the internet don't work at all. Yeah. Yeah. Yeah, we did. And they they couldn't find anything that could help us.
06:00
Speaker 2
speciality currently but even when it's connected to the modem because the router, the is 2500, this device is very much dependent from your um cable modem. Okay? They will just receive internet connection from the cable modem. Okay. So when your computer will be connected straight to the spectrum modem, the internet also doesn't work, right? [silence] Did you call your internet service provider?
06:00
Speaker 1
I'm sorry. I I'm not sure. What's this? uh Usually. Uh, no I have not. I'm not sure how to do that. Okay. Okay. Okay.
07:00
Speaker 2
But when, but connecting your computer without the... links is, still the same, the internet doesn't work, right? Habum, habum, try that. Like connecting your computer directly to the modem without your... Okay. Cause since the internet connection right now is not working on the router, ma'am, there's a possibility as well that there's no internet connection from the cable modem. Okay? Because again, the router, the A2500 is also, is dependent on the connectivity from your modem. Okay? But we can also like do a setup on your router. Okay. But before we start ma'am for any troubleshooting. Okay. Um, let me um, Just inform you about the status of your router, okay? All right. Okay. It shows it here in our system, ma'am, that your Linksys router is the EA2500 is already out of warranty. Okay? And then if the device is already out of warranty, ma'am, complimentary phone support or free technical support is no longer available. Okay? But you don't need to worry about it, ma'am. We do have several options for our Linksys product. Okay? Our first option is you can take advantage of our AI tool that can be found on our website and that is support.linksys.com. Okay? Well, our second option is we can provide a warranty you for a minimal fee. Then the third option is you can choose from our product, any product from our loyal customer. [silence]
07:00
Speaker 1
Yeah. Okay. I'm not 100% sure. I think I'd have to talk to my father. Okay. And the technical support is like $15, right?
09:00
Speaker 2
one time technical support and this troubleshooting will last up to 60 minutes that is our paid connect service that will cost you $15. And then after the troubleshooting ma'am if you found out that your device is defective there will be no refund or replacement. Right? And there's no guarantee as well that we will be able to fix the issue. Kay? So which options would you like to proceed ma'am? Okay. Right? If you decided to avail our um, one time technical support ma'am you can just give us a call. Kay? Or you can just go to our website that's support.nskz.com.
09:00
Speaker 1
Okay, thank you so much. Thank you.
10:00
Speaker 2
Yes, $15. You're welcome. Thank you for calling Linksys. This is Carla. Bye for now. You're welcome.
10:00