V2 Rubric Detail — 6e0ff3fc-7bdc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 21:23
Duration
15m 15s
Contact
Marin Mako
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#EOS00136607
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA7350
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion: Agent avoided all troubleshooting, dismissed the customer by falsely claiming the device is unsupported and unfixable, and provided no valid resolution path despite policy requiring best-effort OOW troubleshooting.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent identified the E7350 as an end-of-life device but failed to perform any diagnostic troubleshooting, provided factually incorrect technical claims (Wi-Fi 5/7 conflict, reconfiguration limitation), and dismissed the customer without offering valid self-help steps or best-effort OOW troubleshooting. The interaction lacked empathy, clear communication, and ownership, resulting in an unresolved outcome with critical compliance failures.

V1 Case Analysis

Customer reported no internet/Wi-Fi on E7350 (serial 37A10M23G03976). Agent incorrectly stated device is out of support and troubleshooting won't work due to reconfiguration and Wi-Fi standard incompatibility. No troubleshooting performed. Issue unresolved.

Troubleshooting Steps
  • Collected serial number
  • Identified router model as E7350
Key Observations
  • Agent falsely claimed the E7350 is no longer supported — EA Series routers are supported per KB.
  • Agent falsely stated troubleshooting won't work after 'reconfiguration' — no such limitation exists in KB.
  • Agent incorrectly claimed incompatibility between 'Wi-Fi 5 router' and 'Wi-Fi 7 modem' — modems do not have Wi-Fi standards; this reflects a fundamental misunderstanding.
  • No basic troubleshooting (reboot, LED check, local login, firmware check) was performed despite sudden outage.
  • Agent did not verify warranty status or support eligibility — relied on incorrect assumptions about device age.
  • Agent provided no self-help resources (KB articles, URLs) or concrete steps to restore service.
Positive Highlights
  • Correctly identified the model number E7350 from the serial number.
  • Collected the serial number accurately from customer input.
Agent Errors / Gaps
  • Incorrectly stated the E7350 is no longer supported — contradicts KB (EA Series is supported in multiple cards).
  • Falsely claimed troubleshooting won't work after 'reconfiguration' — no such restriction in KB.
  • Claimed incompatibility between 'Wi-Fi 5 router' and 'Wi-Fi 7 modem' — modems do not use Wi-Fi standards; this is a materially false technical claim.
  • Failed to perform any standard troubleshooting for internet/WAN outage (reboot, LED check, local login at http://192.168.1.1, firmware check).
  • Did not verify warranty status or support eligibility before declaring the device unsupported.
  • Did not provide any actionable self-help steps, KB links, or valid escalation path.
  • Misrepresented company policy by stating 'we don't have anymore hardware updates' — firmware updates are available for EA Series via auto-update (see universal_firmware_update.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared the E7350 unsupported and suggested purchasing a new device without restoring connectivity or providing valid self-help steps.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, power cycle, LED check, firmware verification) were performed before declaring the device unsupported.
R3 Not Met Correct resolution path conf 95%
Agent dismissed the out-of-warranty device without offering best-effort troubleshooting (e.g., reboot, factory reset, firmware check) as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent skipped diagnostic questions about symptoms (LED state, WAN connection), identified no root cause, and jumped to an unsupported conclusion without analysis.
T2 Not Met Appropriate tools / resources used conf 93%
Only serial lookup was attempted; no remote diagnostics, logs, or KB resources were used to assess firmware, connectivity, or configuration issues.
T3 Not Met No misinformation conf 97%
Agent claimed 'Wi-Fi 5 router and Wi-Fi 7 modem conflict' and that 'reconfigured routers can no longer be troubleshooted' — both factually incorrect per KB documentation.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set expectations, lost control of call flow, and allowed confusion to persist without reorientation despite customer difficulties.
C2 Not Met Confirmed understanding conf 95%
Customer explicitly requested slower, clearer speech; agent continued at the same pace and complexity without adaptation or comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent transferred responsibility to the customer ('you can troubleshoot it on your own') without taking ownership or completing reasonable efforts.
O2 Partially Met Proactive follow-through conf 89%
Agent promised to send an email with instructions but provided no timeline, confirmation of delivery, or clear next steps for the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue involved an end-of-life product with no path to escalation.
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 94%
Minimal empathy shown; agent repeated dismissive statements despite customer frustration and confusion about device failure.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone, pace, or language complexity after customer requested slower, clearer communication.
X3 Not Met Overall experience conf 96%
Customer had to repeat serial/model information multiple times; agent failed to assist in locating the model number despite visible struggle.
Call Transcript24 turns · 28 lines
Speaker 1
Paco. I'm calling because my internet is not working. I have Wi-Fi LAN square Wi-Fi. Internet provider. If the internet provider spectrum has me to call who?
00:00
Speaker 2
Welcome to Lyncs support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting for an agent a visit to support.lync.com for more information about your product is also available. [silence] Hi, thank you for calling Linksys Technical Support. This is Ryo. How can I assist you for today? [silence] I do apologize if you have no internet ma'am. May I know by the way which is your internet service provider? [silence] Got it. Did you experience by the way network outages or power outages? [silence]
00:00
Speaker 1
judge I Don't have a Wi-Fi I am a internet but I don't have a Wi-Fi. Uh huh because the television is not working. I can't this the the the links Wi-Fi Yeah the television usually work a little function and on my phone number Okay give me a minute. The number is 0 33976 Wi- name link link sheets huh? [silence]
01:00
Speaker 2
Just the router is down. So the problem is uh with the issue with your Linksys device. Is that correct? Menu. Uh menu ma'am. What's the serial number for your Linksys device please? Yeah. Serial number. No serial number of the Linksys. [silence] The whole serial number ma'am. The whole serial number please. So I can check the warranty.
01:00
Speaker 1
965 beast. We need no number. I see a lot of number there. Which one? Where I'm going to find it? Yeah. Serial number. Serial number is 37A10M23G03976. 37A10M23G03976. How many links? I have one.
02:00
Speaker 2
Serial number. Serial number or SN. Serial number. At the bottom of the device, you can try to flip it. There will be a sticker there. May I repeat? 378. Okay. How many devices do you have? Okay.
02:00
Speaker 1
turn off I turned off I turned the television off you want me to turn it off again yeah I did that I turned it off and plug I unplug it and plugged it in excuse me on my modem please mute
03:00
Speaker 2
Have you tried already turning off your spectrum device and Linksys device also? Yeah, did you try that? Okay. No, have you tried turning off the Linksys device and the modem from spectrum have you tried to do that earlier? okay may I know what's th model number of your router? what's the model number of your router ma'am? Thank you.
03:00
Speaker 1
Which number? Model number. Why find a city? Modem modem number. Where am I going to see the number? Can you direct me? [silence] I saw my address under serial number. I can see Mac address. I can see WPS. I can see Wi-Fi password. I can see Wi-Fi name. I don't know where I have to see the number. The number where I have to see it on the bottom right.
04:00
Speaker 2
Model number. Model number is indicated at the bottom of Linksys device where you find the serial number. Okay. How about at the front of the device? Is there model number there showing? In the front? On the device itself, at the top? Okay.
04:00
Speaker 1
And the top on the front. You there are nobody. Uh on the on the top on the front, they have only smooth. And in there under this, I see length length. Key. I don't see the number. Like watch. If on on the some model, they're calling one. are. Wee, the sir. This is the number start. One watch. 5,000. Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] Do folks over here craved meat? Often, yes. Folks will shame us. Might have been called Katharine. Hey, let me do something for you. What'd you like?
05:00
Speaker 2
for in the front own e 1 300 e a 1 2700 know like that there should be a label for that like e a 400 e 7200 m x 400 um uh
05:00
Speaker 1
on this on this model the place I saw the serials is on that the same level they have serial number serial oh figure is on the huh model number is on the same place on the same paper I can see serial number that's my question Do you understand my question? I'm asking you if if it is a serious if it is a serious number I give it to you
06:00
Speaker 2
E twelve hundred. Yes, ma'am. The same place you will see that. Model number, device model. Device model or model number. You can see in the model number you can see a combination of letters and numbers. I'm sorry. Yeah, the serial number you provided me. I already have it here. However, in the system, it's not showing. Not showing in the system. That's why I'm asking you what's the model number. Okay. Number three, seven, letter A, one, zero, letter M, two, three, letter G, zero, three. letter G for G for goat. C for Doc, correct? Delta zero, three, nine, seven, six. So, that's zero. Hmm. The device that you have here is E7350. So, Ma'am, for your router there, is this the first time you called Linksys? You called us, did you did you call us more than a year ago or? did you call us more than a year ago or recently a year ago now we're gonna create a new record for you in the system name first name and last name yes yes your first name and last name our email address Can you spell that out for me please? Okay. Okay. Great. How long have you had this router mail? [silence]
06:00
Speaker 1
[silence] I can't determine it. I know I didn't have it in six months. More than six months. Did you see my name? I don't, uh, I do not understand what you said. Can you speak slowly and clearly, please? Slowly and clearly. Mhm.
11:00
Speaker 2
How long have you had this router? No, I've created a new record for you, however ma'am, based on your records here, the product that you have is already been part of our first generation router, meaning to say we no longer provide technical assistance for your router. I guess there will be no more further, go ahead. Sure. The router that you have is part of our old generation router. Were you able to get that? We no longer provide technical assistance
11:00
Speaker 1
Mm-hmm. What? Why? Yesterday, it was working. Why it can't work anymore? Yesterday, it was working. Today, it's not working. Why it can't work anymore? What the problem?
12:00
Speaker 2
for your router because troubleshooting won't work anymore. You might need to upgrade. The reason for that ma'am is because your device has already been reconfigured. So, once it's already been reconfigured, if you're going to run troubleshooting again, it might not work. Your router is just Wi-Fi 5. Your modem is Wi-Fi 7. They are conflict already. So, you need to upgrade to a newer device. Or I can send you an email if you wanted to still use this device, but you need to change the configuration. And for that, I will send you an email with my phone number that you can install and you can call me again. [silence] Okay. Um you ma'am because as I've explained to you, once the router has been reconfigured, it might not work again once you do troubleshooting. You might want to try upgrading to a newer device as well. [silence] Is there anything else I could help you with ma'am?
12:00
Speaker 1
That is if you you send me the email I can update by myself. I can update. If you send me the email, I will update it. I will update my device. But I cannot of this. I cannot of that. No, I say update. I say update. I not say order. I say I cannot update this one.
13:00
Speaker 2
you can follow that instruction you can troubleshoot it on your own. Uh-huh. Okay, great. Then, uh, if you want to purchase a new device, you can only purchase that via Amazon, Walmart, Best Buy, Target. They're the ones selling those devices. Uh, you can't order it from us. We're no longer selling devices. Okay. You cannot purchase this kind of device anymore.
13:00
Speaker 1
Okay. Can I object to one? Yeah, I want to update this one. Can I update this one? No, I don't say 'order.' I say 'update'. Up to date. Put it up to date. Up to date. Not 'order'. Up to date. Okay. Okay. Okay. But, uh, I have to order another one, right? Thank you. Thank you. Thank you. Thank you. Thank you.
14:00
Speaker 2
All right, so yes, ma'am, aside from this, by the way, anything else. It's not anymore manufactured, ma'am. You cannot order this one. It's not it's not anymore up-to-date. We don't have anymore hardware updates 'cause it's an old router. Yes, ma'am. You have a nice day ahead. Bye-bye for now.
14:00
Speaker 1
que se chama mensagem visível. Que se chama mensagem visual, mas deriva.
15:00
Speaker 2
You can now release the line, ma'am.
15:00