V2 Rubric Detail — 6fae8fe6-6108-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-05 18:00
Duration
12m 54s
Contact
Angela Aguilar
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132445
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ 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 responsibility by immediately declaring device unsupported and pushing paid service without attempting any troubleshooting, violating O1 and R3 expectations for out-of-warranty best-effort support.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly declared the WHW03 beyond support, and evaded ownership by pushing a paid service. The customer was misgendered, forced to repeat information, and left without help. No empathy or technical process was demonstrated, constituting a clear case of avoidance.

V1 Case Analysis

Customer unable to connect any Wi‑Fi devices; router WHW03 (out of warranty). Agent offered paid support and promised email steps; no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent repeatedly mis‑addressed the customer and did not acknowledge frustration.
  • Agent pushed a paid‑support option despite the device being out of warranty and without offering standard free self‑help.
  • No technical troubleshooting steps were performed; the call ended with only a promise of an email.
Positive Highlights
  • Collected the customer's name, email, serial number, and identified the router model.
Agent Errors / Gaps
  • Failed to acknowledge and empathize with the customer's frustration.
  • Did not perform any basic Wi‑Fi troubleshooting (power‑cycle, LED check, reset).
  • Offered paid support without first confirming that free support was unavailable.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; agent only promised to email troubleshooting steps without confirming outcome.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps (e.g., reboot, LED check, local login) were attempted before discussing paid support.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated no support is provided for WHW03 and failed to offer best-effort troubleshooting for out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Only one vague question asked; no logical diagnostic sequence or root cause identification pursued.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., admin UI, speed test, firmware check) used despite being necessary for Wi-Fi connectivity diagnosis.
T3 Not Met No misinformation conf 95%
Agent claimed Linksys provides no assistance for WHW03, which contradicts policy allowing best-effort support regardless of warranty.
Communication
C1 Not Met Clear & professional language conf 93%
Agent failed to set clear expectations, lost call control, and did not manage customer frustration effectively.
C2 Not Met Confirmed understanding conf 96%
Agent repeatedly misgendered caller as 'ma’am' despite male name (Lorenzo Aguayo), showing lack of attention and adaptation.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent deferred troubleshooting to an email, avoiding direct ownership of the issue resolution.
O2 Partially Met Proactive follow-through conf 88%
Agent committed to sending an email 'right after this call'—providing a next step but no confirmation or follow-up mechanism.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue could have been handled at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; agent remained transactional despite customer frustration and criticism.
X2 Not Met Tone & rapport conf 94%
Agent used scripted prompts and failed to adapt to customer’s tone, pace, or emotional state.
X3 Not Met Overall experience conf 96%
Customer had to repeat name, email, and serial number multiple times due to agent errors and poor information capture.
Call Transcript21 turns · 23 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 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.
00:00
Speaker 1
Hello. I have a Linksys system and um, I, I talked to my table company yesterday and they tell me that I'm receiving. Internet and I'm receiving everything I need to be receiving. However, my, my Linksys.
01:00
Speaker 2
[silence]
01:00
Speaker 1
It's not, uh, it's not, it's not working and they told me that I'd have to talk to you. I can't connect to the Wi-Fi. You're right. Uh, all of the devices in the home cannot connect to the Wi-Fi. Right now, I'm using my hotspot to connect.
02:00
Speaker 2
So, technically, ma'am, your main issue is that your goods are working fine, every time you connect to the Wi-Fi. So, is there any specific device that can connect to the Wi-Fi or all devices are not able to connect to it?
02:00
Speaker 1
**[silence]** yes what would uh I don't understand what you just said my full name um and I believe the name on the account is Lorenzo Aguayo Lorenzo
03:00
Speaker 2
All right, ma'am. Here's what I'm going to do in order for me to proceed further. Let me just create a quick record here, starting with your full name. Hello? For me to proceed further, I need to run some verifications with you, so I can create a record of you here in our system, starting with your full name. Yes, ma'am. um it's uh Angel right all right Angela Sorry And then your last is Lorenzo oh, uh, LA LA, uh, okay. Agilar, all right. Thank you, sounds for that one, Miss Angela. Now, can you also provide me your email address?
03:00
Speaker 1
as in life at yahoo.com angbada d u. I L at yahoo.com t A okay, I'm starting over angba IL at yahoo.com yeah, well, the it doesn't really have a pronunciation Cuze it's you.
05:00
Speaker 2
La. how do you... do you read it? alright. can you tell me your the no... I'm sorry ma'am, your getting in and out. can you spell that again? [silence] okay. so that's ang V. agild, at yahoo.com.
05:00
Speaker 1
three letters of my first name, five letters of my last name, and Yahoo. V is in my middle name. Yeah. Okay. The serial number is 20J20 J 20 60 9 833 0 25.
06:00
Speaker 2
Uh, right. Yeah, it's your first name, first syllable and your... mm-hmm, mm, I see. All right. Now, ma'am, can you provide me the model number and the serial number of your Linksys router? OK. Can you repeat it one last time?
06:00
Speaker 1
Yes. Two, zero, J. Two, zero, six. Zero, nine, eight. Three, three, zero. Two, five. Can you read it again, because you read something that I don't see. Try it, read it again. Correct.
07:00
Speaker 2
Alright, let me just repeat that one. It's two zero J 206C 09833025. Okay, that's two zero J 206 09833025. Okay. Excuse me, um, may I listen also madam who's your internet service provider MMA who's your internet service provider spectrum. alright so let me just check this um router that you have right now. just bear with me. also let me just finish up their record here. okay. alright um uh miss Angela [silence]
07:00
Speaker 1
Wow, that's terrible. I've never called you before
09:00
Speaker 2
I've checked here your links router, and it shows that your device is already, um, I mean, your device is a WHW03, and, um, some of the nodes are VLP01 model. Okay, so just to set your expectation, um, Miss Angela, the router that you have right now, the WHW03, is already part of our end of life devices, which means we no longer manufacture this one and update its firewall, and then this VLP01 is already part of our end of support products, which means we no longer provide any assistance for these routers considering the age of these routers. [silence]
09:00
Speaker 1
Okay. Well, it doesn't matter, it doesn't matter that it's under warranty. What you're telling me that it's under warranty and so you can't offer me any assistance. You can't tell me, you can't troubleshoot anything that I could possibly do?
10:00
Speaker 2
I'm not telling you to buy a new one, but I'm just setting your expectations. So, well, technically, the WH-W03 is already out of warranty since 2022. No, ma'am. We actually do have an ongoing support through our paid connect service for one-time fee of $15, which you might want to consider. But if you don't want, I can send you an email for the troubleshooting steps that I can, I mean, that you can.
10:00
Speaker 1
Okay, what about 15 dollars? Okay, just just just send me the the troubleshooting steps. And uh I'll be sure to tell everybody to stay away from Linksys. Send me the troubleshooting steps, because I'm not happy with, I've never called you before, and I call you and no, I have to pay you 15 dollars, and you can only give me
11:00
Speaker 2
So, for the 15 fee, it's a it's it's a it's a service that you can opt in by paying $15 in order for us to help you with your concern. So it's a a technical support session that would last up to 16 minutes. But if we are unable to resolve your issue or determine the exact problem, we may White, we might need about an hour to resolve it. And the fee for this service is also $15.
11:00
Speaker 1
Give me an hour and if you don't solve it within that hour's time, then I'm I'm going to I'm going to I'm so just send me the steps, okay? Semithus to my email. And I hope I don't have to call you back because you sound very inefficient. What is your name by the way? Dylan? Okay, well, Dylan, you have been misunderstanding everything I have said since I made the call. I hope I don't have to call you back because I will call back and and and complain to your superiors if you don't send me that email. Yeah, yeah, I don't think I don't think you want to help me. Thank you. Goodbye. Goodbye.
12:00
Speaker 2
alright ma'am. okay. um, it's Dylan. Mmm mmm. alright ma'am, I'll be sending you the email right after this call. as nice as I'd love to help you do the troubleshooting. um alright.
12:00