V2 Rubric Detail — 745d8d24-6efc-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 12:09
Duration
7m 59s
Contact
Alanna Nesh
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134422
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Auto-Zero applied: Agent engaged in clear avoidance/evasion (B) by refusing to troubleshoot a potentially in-warranty hardware issue, provided materially inaccurate technical information (T3 Not Met), and failed to escalate a warranted case (E1 Not Met), constituting a critical failure under rubric.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly claimed the EA6350 is unsupported, and dismissed the customer with a recommendation to buy a new router. No diagnostic steps were taken, no tools used, and no escalation offered despite signs of a hardware issue. This represents a complete breakdown in resolution, accuracy, ownership, and escalation judgment.

V1 Case Analysis

Customer reported no internet on EA6350. Agent stated no support resources available, skipped troubleshooting, and did not offer KB article or self-help after customer declined paid support. Issue unresolved.

Troubleshooting Steps
  • Advised power cycle of modem and router
Key Observations
  • Agent incorrectly claimed no troubleshooting resources exist for EA6350, contradicting KB documentation.
  • No standard WAN troubleshooting steps were performed (modem direct test, cable check, LED verification).
  • No self-help path (KB article, chat, email) was offered after customer declined further assistance, violating paid support workflow.
  • Warranty status was not verified; agent assumed out-of-warranty status based on product age alone.
Positive Highlights
  • Agent collected customer name, phone, and email correctly [02:00].
  • Agent confirmed serial number with customer after correction [04:00].
  • Agent provided correct power cycle instructions (unplug both, wait 30 seconds to 1 minute) [06:00].
  • Agent maintained polite tone and offered to assist with setup of new device if purchased.
Agent Errors / Gaps
  • Incorrectly stated that no troubleshooting resources are available for the EA6350 [05:00], directly contradicting KB articles such as universal_mesh_node_management.md, universal_firmware_update.md, and universal_port_forwarding.md which cover EA series.
  • Failed to perform any standard WAN troubleshooting steps (modem direct test, cable verification, LED status check) despite customer having active internet issue.
  • Did not verify warranty status or serial number before declaring device end-of-life and unsupported.
  • Did not offer any self-help resources (KB article, chat, email) after customer declined further assistance, violating universal_paid_support_workflow.md which requires at least one self-help option.
  • Did not create or reference a HappyFox case number.
  • Provided no validation step after power cycle suggestion; did not confirm if it resolved the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told customer to buy a new router instead of resolving the issue; no troubleshooting, RMA, or valid escalation offered.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps performed — no reboot, LED check, speed test at modem, or access to web interface attempted.
R3 Not Met Correct resolution path conf 96%
Agent declared EA6350 end-of-life without verifying warranty or hardware status, and pushed upgrade instead of proper path like escalation or RMA.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms, ask about connection type, LED status, or perform root cause analysis; jumped to unsupported conclusion.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools such as local web interface (192.168.1.1), speed test, or firmware check — all appropriate for connectivity issue.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated EA6350 is no longer supported and that no troubleshooting resources exist — contradicts KB documentation.
Communication
C1 Not Met Clear & professional language conf 94%
Long silences, no agenda, poor call control; agent failed to guide interaction or manage transitions effectively.
C2 Not Met Confirmed understanding conf 95%
Repeated misnaming ('Iana'), generic responses, no adaptation to customer's level or confirmation of understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided responsibility by telling customer to purchase new hardware rather than owning the case or initiating escalation.
O2 Not Met Proactive follow-through conf 95%
Only vague advice to power cycle and buy a new router; no clear next steps, timelines, or follow-up commitments.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Hardware fault suspected (ISP blaming router), yet agent did not escalate — a warranted escalation was missed.
E2 Not Met Escalation prep & handoff conf 95%
No escalation executed despite clear need; customer left without engineering support or Tier 2 path.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Minimal empathy shown; did not acknowledge frustration, repeated ISP contact, or difficulty with serial entry.
X2 Not Met Tone & rapport conf 93%
Agent used scripted tone, repeated errors, and failed to adapt pace or style to customer’s growing confusion and effort.
X3 Not Met Overall experience conf 96%
Customer had to repeat serial number multiple times due to agent error; unnecessary repetition increased customer effort.
Call Transcript15 turns · 15 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 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 select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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. To hear these options again,
00:00
Speaker 1
Oh, [silence] Fuck. Uh, my uh, internet is not working and I I have a a Spectrum modem and a Linksys router. And Spectrum is telling me the problem must be with my router.
01:00
Speaker 2
Press eight. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. 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. To hear these options again, press eight. Please remain on the line for assistance. Hi, thank you for calling Linksys. This is Regina, and I hope you have a great day.
01:00
Speaker 1
I, it may be. Yes. Yes, my first name is Alana, spelled A-L-A-N-A. My last name is Nash, N-A-S-H, 502-896-1017. T-A-L-K-S-H-A-K at I-G-L-O-U dot com.
02:00
Speaker 2
Okay, so I totally understand your concern ma'am. But is this your first time calling us for support? And are you calling from United States? May I know your first name and last name. And your e-mail. Okay, let me just verify it. So Infinite, X for X-ray, D for Delta, T for Tom, A for Alpha, L for Lima, K for Kite.
02:00
Speaker 1
Yes. How many? Was that the question? Yes, just one. Yes. It is one for Y. Zero, J. zero, five, four, two, seven, two, six, two.
03:00
Speaker 2
Yes, I for India, G for George, L for Lima, O for Oscar, U for umbrella.com. And how many links does the router do you have, Elana? Yes. Can you please provide the serial number of your Linksys router? Two six two. Thank you for that. And you mentioned earlier that that your internet service provider is Spectrum. So let me just confirm the serial number that you just provided, it's one four Y for YAML file.
03:00
Speaker 1
No, no, no, there was a zero between the J and the five. No, no, no, no. Let's start again. Let's start again. It is { one } { four } Why? { one zero } J. zero { five } { four } { two } { seven } { two } { six } { two oh }. Let's see. Is that right under the serial number? Oh, I see. I see. It's like that. It starts with an E A.
04:00
Speaker 2
yellow 1-0-J for Juliet 5427262 okay, so it's 1-4Y 0J 5427 and a model number? it's commonly on top [silence]
04:00
Speaker 1
Is that right? EA, 350, I guess it is. Yes. Yes. Okay. Can you get me up? Yes? No, well, can you get me up and running right now? Temporarily until I can get another one?
05:00
Speaker 2
Yes, EA. Yes. [silence] Yes, it is. It is an EA 6350. [silence] You know, before we proceed, Lana, I would like to set an expectation regarding all the status of your Lenks router. As of now, we no longer manufacture this one, which means your router reached its end of life and end of support. So I highly recommend that it's time for you to do an upgrade or purchase a new one. [silence] But you can purchase mesh device. Go ahead. [silence] I guess regarding with that, as much as I really want to help you, we doesn't have any resources available which we can use as a guide to troubleshoot your links router.
05:00
Speaker 1
All right. So I just need to go buy a new router. OK. So when I get this new one, do I just plug it in or do you need to do any kind of recalibration? Yes. Yes. Yes. OK. All right. Thank you very much. Wait, do you have a recommendation for an upgrade, a model number?
06:00
Speaker 2
Yeah, but of course, Iana, you can feel free to work around. Feel free to visit our support site. We have support Linksys.com or there might be available resources online. Maybe you can proceed to power cycle your modem from spectrum and your Linksys router. For example, unplug both power adapter of the modem and the Linksys router, wait for about 30 seconds to one minute to plug the power back. Okay, you're welcome, Iana. Go ahead. Yeah, sure. You can purchase an MX2000. [silence]
06:00
Speaker 1
of thanks [silence] extension 2000. Okay, thank you [silence] so much. [silence] Thank you. Thank you. [silence] Yes, I can’t seem to hang up a phone, I don’t. [silence] Yes, yes, thank you.
07:00
Speaker 2
Yes and make sure to keep the receipt and feel free to call us back so that we can assist you setting up your newly purchased router. okay you're welcome and thank you also for your time Alana have a great day bye. and can you please send this call for me? thank you. thank you um Alana are you still there? i see it's okay but would you like me to end this call for you? okay
07:00