V2 Rubric Detail — 79ab89c6-7194-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 19:23
Duration
7m 33s
Contact
Becky Ashworth
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
—
Support Country
United States
Product Family
USB ADAPTER
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Avoidance/Evasion (B) — agent refused to provide assistance based on product end-of-life status without attempting best-effort troubleshooting or escalation, violating support policy.

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
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to provide any meaningful support, citing end-of-life status as a reason to disengage rather than offering best-effort troubleshooting. No diagnostic process, tool use, or empathetic communication occurred. The customer was left without resolution, next steps, or escalation, constituting a clear case of avoidance and evasion.

V1 Case Analysis

Customer reported no internet on Linksys USB Wi-Fi adapter (AE3000) despite Wi-Fi connection. Agent incorrectly stated the device is no longer supported and offered no troubleshooting or next steps.

Troubleshooting Steps
  • Attempted to confirm model number (multiple attempts with confusion)
  • Verified modem and phone internet connectivity
Key Observations
  • Agent incorrectly claimed the AE3000 is end-of-life and unsupported (contradicts KB: no EOL date listed, and USB adapters are supported via self-help).
  • No standard USB adapter troubleshooting was performed (driver install, LED check, USB port test).
  • Agent failed to offer any self-help resources (KB articles), escalation, or paid support path.
  • Repeated model number confusion (AX3000, EA3000) indicates poor listening or ASR artifact, but agent did not resolve it clearly.
  • Call ended without a valid closure path or next step for the customer.
Positive Highlights
  • Verified that the modem and other devices have internet, correctly isolating the issue to the USB adapter.
Agent Errors / Gaps
  • Provided factually incorrect information: AE3000 is not listed as end-of-life in KB; USB adapters are supported via documentation and self-service.
  • Failed to follow USB adapter troubleshooting flow: no driver installation steps, no LED status check, no USB port or hub troubleshooting.
  • Did not offer any next steps, self-help resources (e.g., usb_wifi_adapter.md), or escalation path.
  • Did not collect or verify serial number or warranty status despite discussing support eligibility.
  • Misidentified the product type initially (asked about router/Cisco), showing poor problem understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the device is no longer supported and provided no resolution path, leaving the customer without a solution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed beyond asking for the model number; no diagnostic questions about driver status, connection method, or device behavior.
R3 Not Met Correct resolution path conf 96%
Agent refused to assist based on end-of-life status without offering best-effort troubleshooting (e.g., driver install, firmware check) as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms (e.g., LED state, Device Manager status) or ask relevant diagnostic questions; jumped directly to unsupported status.
T2 Not Met Appropriate tools / resources used conf 94%
No use of KBs, driver resources, or remote verification tools despite the issue being a known USB adapter model.
T3 Partially Met No misinformation conf 92%
Correctly stated the AE3000 is end-of-life, but failed to acknowledge that basic troubleshooting (driver install, OS compatibility) could still be offered on a best-effort basis.
Communication
C1 Not Met Clear & professional language conf 95%
No call framing, no control of conversation flow; abrupt and disorganized interaction with customer confusion.
C2 Not Met Confirmed understanding conf 96%
Used incorrect terminology (e.g., 'router is flat balls'), misidentified device type, and did not adapt language to clarify.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disowned the case immediately by citing lack of training, refusing any responsibility for assistance.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up options provided to the customer.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Failed to escalate to a team that could provide best-effort support despite the customer’s clear need and the agent’s inability to assist.
E2 Not Met Escalation prep & handoff conf 93%
No escalation was executed, and no information was passed to another team.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; robotic delivery and dismissal without acknowledging customer frustration.
X2 Not Met Tone & rapport conf 94%
Did not adapt to customer’s level; continued using confusing terms and failed to confirm understanding.
X3 Not Met Overall experience conf 96%
Customer had to repeat model number multiple times and was given no actionable help, increasing effort.
Call Transcript16 turns · 16 lines
Speaker 1
Hello? [silence] Hey J, this is Brandon. [silence] I'm calling from tech support at Verizon. [silence] Um I've got one of our customers on the line by the name of Lauren. [silence]
00:00
Speaker 2
[silence]
00:00
Speaker 1
And she's having an issue not necessarily connecting to Wi-Fi networks, but whenever she's connected to Wi-Fi network, it's giving her it's telling her an error that says that she has no internet access. We tried connecting it to about three different networks and it's getting the same thing. Um we have confirmed that the network she's connecting to is, um pushing out internet by connecting it to her phone and it works. Um I'm wondering if you can help us out. She's got a she said she's got a Link sys adapter plugged into her computer. Yes, yes. We did confirm that the modem is working fine. We had her, I had her connected to her phone and her phone says connected. It doesn't give the no internet message on her phone and she's able to pull up web pages that way. I do.
01:00
Speaker 2
and you confirm the modem is working fine right? okay let me just try on that um do you have the customer with you right now?
01:00
Speaker 1
I'll bring over. Did you want the model number first? Oh, the. Yeah, the model number she gave me was AE3000. And then give me one moment here. You said your name was Gia? Okay, I'm gonna get her connected with us. Hold on. Ms. Hall? Yes. Thanks for holding. I've got G from Linksys support on the line. I've let her know what we're dealing with. She's going to try to help us out. Okay. G? Hello?
02:00
Speaker 2
[silence] So what? [silence] What's the model number? [silence] Hello. [silence] Ma'am, can I have the model number of your Len-Sys, please? [silence] That one doesn't work? [silence] Let me try it real quick. [silence] please. [silence] Oh, can you tell me the seven digits?
02:00
Speaker 1
Ae 3000. I did. Letter A, letter E three zero zero zero. Ae 3000. Okay.
03:00
Speaker 2
I'm sorry, this is product description ma'am. Can you check for the exact model number please? Okay, we are 300. Okay, let me just check on that. And we can okay.
03:00
Speaker 1
No.
04:00
Speaker 2
Oh, okay. Uh ma'am, unfortunately, um let me just confirm what you have right now. Uh the router is flat balls with the word Cisco on the top. okay okay What's the uh color of the uh device ma'am, the browser ma'am?
04:00
Speaker 1
This is this, I believe, is an antenna to Bluetooth connections between my computer and other Bluetooth enabled devices. Yeah, just to confirm, it's not a router, it's a it's like a USB plug in adapter, Wi-Fi adapter. Okay.
05:00
Speaker 2
Okay, uh, has any antenna. I see. Yes, I cannot really uh see any of this device here. Let me just confirm just give me a couple of seconds. AX3000.
05:00
Speaker 1
Wrong on both accounts. It's Ae3000. So A, like apple, E, like Edward 3000. Yes.
06:00
Speaker 2
is, is it the AX 3000 or just EA 3000. Okay, got it. That's the wireless adapter. Okay. Unfortunately ma'am, we no longer support this device. This device ended its life last 2022. We are no longer trained for this USB anymore.
06:00
Speaker 1
Oh, so you don't update it anymore. Okay. Okay. Okay. I'm going to let her go now.
07:00
Speaker 2
No ma'am. Actually, we are not trained for this for this USB anymore.
07:00