V2 Rubric Detail — 7885f15c-60f6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 15:51
Duration
6m 33s
Contact
Makinna Lamont
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132425
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400 reconfiguration
⚠ Auto-Zero applied: F — Non-Adherence to Callback Hours: Agent failed to provide correct support contact information ('support that lengths.com'), directing customer to a non-existent resource, which constitutes a critical failure in information accuracy and customer safety.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.25/5
Communication3.75/5
Ownership2.00/5
EscalationN/A
Customer Exp5.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to provide any technical troubleshooting, incorrectly withheld best-effort support due to out-of-warranty status, and supplied a factually wrong email address. Despite polite communication and a promised email follow-up, no meaningful progress was made toward resolving the router setup issue, and the provision of incorrect contact information triggers an auto-zero for critical failure.

V1 Case Analysis

Customer unable to set up E5400 router; out of warranty; offered paid support or emailed setup guide.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not attempt any troubleshooting of the router or internet performance.
  • Provided an incorrect support email address ("support that lengths.com").
  • Confusion over customer's name and email caused unnecessary repetition.
Positive Highlights
  • Collected serial number and correctly identified the router model (E5400).
  • Clearly communicated the warranty status to the customer.
Agent Errors / Gaps
  • Failed to verify the specific problem or run any diagnostic steps.
  • Gave wrong support email address and did not provide the correct phone support number.
  • Did not offer a clear escalation or callback path after stating out‑of‑warranty status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue or provide any actual troubleshooting; only offered paid support or email guidelines without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps were performed beyond identifying the model; no questions about setup attempts, app behavior, or network environment.
R3 Not Met Correct resolution path conf 92%
Agent incorrectly treated out-of-warranty status as a reason to withhold all free support, violating the OOW best-effort standard by not attempting troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent failed to identify root cause or ask relevant diagnostic questions; only confirmed model and warranty status.
T2 Met Appropriate tools / resources used conf 91%
Agent used product lookup tool appropriately to determine model and warranty status based on serial number.
T3 Not Met No misinformation conf 93%
Agent provided incorrect email address 'support that lengths.com' instead of 'support.linksys.com'; also misstated router model as E5400 (likely EA4500).
Communication
C1 Partially Met Clear & professional language conf 87%
Agent responded politely but failed to set expectations or guide the interaction; call was reactive and lacked structure.
C2 Met Confirmed understanding conf 89%
Agent used simple, respectful language and avoided technical jargon, adapting well to customer's communication level.
Customer Ownership
O1 Not Met Ownership & empathy conf 91%
Agent did not take ownership of the setup issue; immediately deferred to paid support instead of attempting resolution.
O2 Met Proactive follow-through conf 88%
Agent committed to sending troubleshooting steps via email, providing a clear next step with owner and action.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted since the case never advanced to a point requiring escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent opened with empathy ('I'm sorry to hear about that, ma'am') and remained courteous throughout.
X2 Met Tone & rapport conf 88%
Agent matched the customer's pace and tone, maintaining engagement without mismatched communication style.
X3 Met Overall experience conf 87%
Agent avoided unnecessary repetition and minimized steps by collecting info once and offering a direct next step (email).
Call Transcript10 turns · 12 lines
Speaker 1
Hi. Welcome to Bloomsburg. [silence] Hi, I was calling because my apartment complex, they ended up switching providers a couple of months ago, and so, as a result, I was still able to access the internet, but it was extremely slow. I was on hold looking for the service or support number for a few hours before I realized this was the wrong number altogether. [silence] Hi, yes, I just realized it's the wrong number. [silence] Hi, hey. I, um, I just wanted to make sure that before we end the call, can you give me that number again, the correct support number? [silence] Yeah, yeah, [silence] thank you. Okay, thank you, bye.
00:00
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 have your devices 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 Ice. How can I help you.
00:00
Speaker 1
I forgot and I didn't realize I had to hook up my router to for the new Wi-Fi system. And I got in contact with them because I couldn't figure out how to do it on my own and whenever I contacted them, they said they couldn't find my router, like it wasn't popping up. So, I last resort you guys to see if I can get it set up. Because I tried to set it up through the app. And it's just saying my router, they can't find it. Yes. The serial number is going to be 30N10M25E03761.
01:00
Speaker 2
Yeah, I see. I'm sorry to hear about that, ma'am. Can you provide me the serial number of your Linksys router?
01:00
Speaker 1
Mm-hm. Yes, ma'am. M-McKenna. Yes, ma'am. [silence] M-K-E-N-N-A is gonna be Lamont. L-A-M-O-N-T. It's going to be. Mont.F at iCloud.com. You said M.S. as in Frank? M.S. as in Frank. Yes. Yes, ma'am. Um, it's ICS.
02:00
Speaker 2
I'm sorry, could you please say that again? I see. I see. All right. All right. Makena, your router model is E 5400, and apparently this Linksys router has a limited one-year warranty. So therefore, this router of yours is already out of warranty.
03:00
Speaker 1
that I can't use it anymore? Okay. Yeah. I'll figure it out. Thank you. Okay. Sure.
05:00
Speaker 2
Oh, which means, uh, no, it's still working. You can still use it. The out of warranty status means that I could not provide you free technical assistance or support on setting up your router. But if you want me to walk you through the steps on how to set up your router, you will have to apply for the paid connect service or paid support. That's what will cost you. Ma'am, if you don't want to apply for the paid support, we have the email support. I can send you the guidelines via email and that is for free. Would you like that? Mhm. You can also access our links in sites. [music]
05:00
Speaker 1
What's the email? Okay. Okay, thank you.
06:00
Speaker 2
support that lengths.com. We have an AI agent there or chat bot where you can raise your concern there and ask some guidance. But since you chose I'm going to send you the troubleshooting steps guidelines to your email address Lamont.mf@iCloud.com. All right? Your welcome.
06:00