V2 Rubric Detail — 72730834-6a4e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 13:14
Duration
10m 55s
Contact
Dean Sluja
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133739
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300 reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent refused to perform free troubleshooting based solely on OOW status without attempting any best-effort support, violating OOW 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
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to conduct any meaningful troubleshooting, provided materially incorrect technical information, and denied support due to OOW status without offering required best-effort assistance. The interaction lacked empathy, increased customer effort, and resulted in no resolution, meeting the Avoidance/Evasion auto-zero criterion.

V1 Case Analysis

Customer reported EA8300 not achieving 2.5 Gbps with new modem. Agent incorrectly described router as tri-band, denied free support due to warranty status, and provided only generic email guide. No troubleshooting performed; issue unresolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly described EA8300 as tri-band router (KB confirms dual-band: 2.4 GHz + 5 GHz only).
  • Agent misstated modem speed as 2.4 GHz (frequency) instead of 2.5 Gbps (speed), showing fundamental technical error.
  • No KB-mandated troubleshooting performed (WAN port speed check via 192.168.1.1, firmware update verification).
  • Agent denied free support based on warranty status, violating policy requiring basic triage for all customers.
  • Customer reported orange LED (indicating connection/hardware issue per KB), but agent ignored this diagnostic clue.
Positive Highlights
  • Collected customer contact information (name and email) for follow-up.
  • Provided email with generic configuration guide and directed customer to support.linksys.com for self-help resources.
  • Maintained polite tone throughout the call despite customer frustration.
Agent Errors / Gaps
  • Incorrectly described EA8300 as tri-band router — factual error per KB and product specifications.
  • Misidentified modem speed as 2.4 GHz (frequency) instead of 2.5 Gbps (speed) — fundamental technical inaccuracy.
  • Failed to perform any diagnostic steps (WAN port speed verification, firmware update check) despite clear KB guidance.
  • Denied free technical assistance based on warranty status, violating policy that basic triage must be offered to all customers.
  • Ignored customer's report of orange LED status, which indicates a connection or hardware issue requiring attention per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent refused to provide free support due to OOW status and pushed paid service without resolving the issue.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting steps were performed (e.g., no modem test, no WAN speed check, no firmware verification).
R3 Not Met Correct resolution path conf 96%
Agent cited OOW status as reason to deny support instead of offering best-effort troubleshooting per policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent incorrectly claimed EA8300 is tri-band and that modem operates at 2.4 GHz (frequency confusion); no root cause analysis.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., admin UI, speed test, logs) despite issue requiring diagnostic validation.
T3 Not Met No misinformation conf 96%
EA8300 is dual-band, not tri-band; agent incorrectly stated modem has '2.4 gigahertz' when customer meant 2.5 Gbps port speed.
Communication
C1 Not Met Clear & professional language conf 93%
Agent lost control by pivoting to paid support script instead of guiding toward technical resolution.
C2 Not Met Confirmed understanding conf 92%
Used incorrect technical terms and failed to adapt or confirm understanding; customer remained confused.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent explicitly declined ownership by stating 'I could not provide you free technical support'.
O2 Partially Met Proactive follow-through conf 89%
Offered to email setup guide, providing a next step but no timeline or assurance of success.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted in this interaction.
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 minimal empathy, dismissed concerns with 'we don’t guarantee', and focused on payment.
X2 Not Met Tone & rapport conf 93%
Maintained scripted, sales-oriented tone despite customer’s confusion and reluctance.
X3 Not Met Overall experience conf 95%
Forced customer to pay or wait for email, increasing effort instead of reducing it.
Call Transcript16 turns · 19 lines
Speaker 1
Yes, I'm having trouble with my Alexis. [silence]
00:00
Speaker 2
Welcome to Lenk. This is Jessis. How can I help you?
00:00
Speaker 1
AA A 8300 router. Well, what happened was I got a new motor and they said that there's yeah, the new module's working fine because they're hardwired directly from my computer. That's working fine. But the problem with with the modem, the Ethernet port is 2.5 gigs. And I know this one does support 2.5. So I don't know if it's stuck at the 100 megabytes where it's not getting the speed that it should be. So we're trying to get it to where it communicates with the modem.
01:00
Speaker 2
All right. Uh, what's the main, uh, problem of your router, sir? Was it disconnected? Mm-hmm. You got a new modem. [silence] Mm-hmm. All right, so you're modem has a 2.4 gigahertz. Um, your router, sir, model EA8300 also has the same 2.4 gigahertz band, actually, it has two frequency bands, 2.4 and 5 gigahertz bands. So your links EA8300 is a tri-band router. So there's no issue with your with the frequency band. Your new modem and your router is compatible with that band. I think the reason, oh, your router may not be working is, as you've mentioned, you have a new modem. So you will have to reconfigure again your links router settings.
01:00
Speaker 1
[silence] Okay. Yes. It's two one P and Peter 1 0Cs and Charley 6 9 7 0 8 2 2 7. Yes. Dean, Deis and David Dean I have a little cold, I'm sorry.
03:00
Speaker 2
a new modem because your router was previously set up with your previous modem. So it's a configuration of your router. Before we proceed, sir, can I have the serial number of your Linksys router? 0827. Okay, and then may I have your name, sir? Your first name was Vane?
03:00
Speaker 1
[silence] Exactly. [silence] [silence] SLUGA, S as in Sam, L U J A. [silence] Yes. [silence] Okay. It's SLUGA, S as in Sam, L U J A. [silence] Yes. It's The Last Name @ Carolina.edu. [silence]
04:00
Speaker 2
D-E-A-N, like Dean on a school. All right. All right, Dean, and your last name, what was it? Yes? Hello? Dean, your voice gets fatal. All right, Dean Slujia. Thank you, Dean. May I know your email address? So it's your first name initial D. and your last name Sloscia. at Carolina. R-R. dot com. D. Sloscia. @ Carolina. R. or. that come. All right, thank you, Dean. May I know who's your internet service provider? All right Dean, as I've mentioned before since you have a new model from Spectram, you will have to do a reconfiguration of your Linksys router to make it work and get it connected and back online. But before we proceed Underne, then I have to update you first on your Linksys router warranty status, because upon checking on our based system. And indicate that your router model ea8300 is already out of warranty. Its warranty status expiration date expired last [REDACTED_PAYMENT_DIGITS] So, I could not provide you free technical support or assistance with regards to this router as it's already out of warranty. But if you want me to walk you through the steps on how to reconfigure your router, you will have to apply for the paid connect services. [silence] That will cost you $[REDACTED_PAYMENT_DIGITS] US dollar and it's a one-time non with service. Yes, technical support. It will only last for approximately [REDACTED_PAYMENT_DIGITS] minute.
04:00
Speaker 1
that'll make it work because I don't want to pay for nothing that's not going to work, you know what I'm saying? Okay. Well, how about if I tell you it'll step the how have Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
07:00
Speaker 2
Well, I have to set the expectation that we don't guarantee because we don't know yet what could be the possible reason because if I walk you through the steps, since we haven't started that, we don't know yet if there's a problem with your router or if there's a hardware issue or something. But on how to reconfigure or set up your router, I can help you walk you through that. But we don't we cannot guarantee that it will work because since we haven't started troubleshooting and we don't know yet what's the status of your router, if it's still okay, if it's still working or there is no hardware issue with your router. But if
07:00
Speaker 1
[silence] about I tell you the steps that I had taken and if that's the same steps to reconfigure then it's not working, you know what I'm saying? Cuz I rebooted I rebooted the router, I reset it, I unplugged all the cables, the power cable. And now all I get is the orange glow up on top of the router and another symbol above that.
08:00
Speaker 2
Pardon? So, you show your router is working fine. Um, if you want to uh, uh, guarantee that you will not lose uh, paying the paid support, uh, we have the e-mail support. If you don't want to apply for the paid support, we have the e-mail support, which is free. I can just send you the guide lines to your e-mail so that it will be you are following the instructional guide.
08:00
Speaker 1
OK. That's fair. Yeah, cuz... you're saying I had that rating since 2019 or Oh, it's only good for a year. Uh huh. All right. I understand. Which stuff?
09:00
Speaker 2
And then by that time you don't have to pay. You will be able to set up your router and if it doesn't work, that's the time that you can call us back again and apply for the paid support. Oh, yeah. no, it's probably [REDACTED_PAYMENT_DIGITS] that you have that router, [REDACTED_PAYMENT_DIGITS] or [REDACTED_PAYMENT_DIGITS] But the warranty expiration was [REDACTED_PAYMENT_DIGITS] Yes, because your router is an old classic router type from Linksys. It doesn't belong to the newer ones. We have so it has only a limited one-year warranty. All right, so
09:00
Speaker 1
okay all right well thank you very much for your help this morning I appreciate it bye have a nice day okay bye bye [silence]
10:00
Speaker 2
send you the guidelines to your email D's log at Carolina.R.R.com and while waiting for the email Dean, you can also try to go to our support site support.linksys.com because in that site we have our AI agent, our Linksys support assistant that you can use, so it can also help you guide on how to set up your Linksys router. Okay? You're welcome. You're welcome. It's my pleasure to help you. Yeah, thank you also for calling Linksys, Dean and take care. Have a great day. Bye.
10:00