V2 Rubric Detail — 7aae262c-74b8-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 19:18
Duration
26m 42s
Contact
David Reicheneach
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135388
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5350_No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided any real troubleshooting, offered paid service without diagnosis, and did not attempt to resolve the issue.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent never diagnosed or fixed the customer's loss of internet, provided inaccurate Windows recovery instructions, and only offered a paid AI tool despite the router being out of warranty. No proper troubleshooting, tool use, or empathy was demonstrated, and no escalation was made, resulting in an unresolved call.

V1 Case Analysis

Customer has no internet on EA5350 router (out of warranty). Agent failed to collect serial, gave irrelevant advice, and offered paid support. Issue unresolved.

Troubleshooting Steps
  • Requested model number and attempted to get serial number.
  • Asked for ISP name (TDF).
  • Suggested resetting the router (but did not guide through power-cycle).
  • Offered paid support and AI tool.
Key Observations
  • Agent provided unrelated Windows recovery instructions at [05:00] that have no relevance to router connectivity.
  • Incorrect support URL given (support.links.com) at [15:00] instead of support.linksys.com.
  • Failed to collect the router serial number despite multiple prompts.
  • Did not perform basic troubleshooting steps such as power-cycling modem and router, checking WAN status, or verifying cable connections.
  • Prematurely offered paid support without first exhausting standard troubleshooting.
  • Misidentified customer's issue — incorrectly focused on key fobs (Hikvision) at [19:00]–[23:00], which are unrelated to router internet connectivity.
Positive Highlights
  • Agent asked for the router model number early in the call.
  • Agent confirmed the customer's internet service provider (TDF).
Agent Errors / Gaps
  • Provided wrong support URL (support.links.com).
  • Gave irrelevant Windows OS recovery guidance.
  • Did not follow standard troubleshooting flow for no-internet issues.
  • Offered paid support before establishing the root cause.
  • Poor handling of serial-number collection; did not confirm it.
  • Misdiagnosed the issue by focusing on Hikvision key fobs instead of WAN connectivity.
  • Failed to verify basic access to the router or check WAN status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never provided a solution; call ended with the customer still without internet.
R2 Not Met Diagnostic thoroughness conf 96%
Agent gave irrelevant Windows‑recovery instructions and offered paid support without any diagnostic steps.
R3 Not Met Correct resolution path conf 95%
Agent declared the router out of warranty and pushed an AI tool or $15 paid service instead of troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No logical diagnostic questions were asked about WAN status, modem, or cable; only ISP and contact info were requested.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (remote session, admin UI, speed test, etc.) were used; agent relied solely on verbal speculation.
T3 Not Met No misinformation conf 95%
Agent suggested using Windows recovery media for a router issue – factually incorrect guidance.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked framing, clear transitions, and the agent drifted between unrelated topics with long silences.
C2 Not Met Confirmed understanding conf 93%
Agent used technical jargon and unrelated Windows steps, not matching the customer’s need for simple router troubleshooting.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent offered a paid service but did not take ownership of diagnosing or fixing the internet loss.
O2 Not Met Proactive follow-through conf 93%
No concrete next‑step plan was set; only vague options (AI tool or paid service) were presented.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent did not escalate despite being unable to resolve the issue.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed little empathy, offering scripted options without acknowledging the customer's frustration.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt tone or pace; continued with irrelevant technical instructions.
X3 Not Met Overall experience conf 94%
Call Transcript38 turns · 45 lines
Speaker 1
Well, I have no internet service. Yes, it was.
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's 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 this, 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. Thank you for calling Linksys. This is Susan. [silence] How may I help you? Okay. Was this working before? [silence] Okay, was there any outage before you encountered this problem? Can you tell me the model number and just give it a couple of seconds. I think I think I'm just gonna go inside of it, you can find the model number there. Okay, it's not that perfect. What if we wait here, yes, what we wait, can you go on the outside of the device, make a page, go monthly one. Okay. [silence]
00:00
Speaker 1
That sound right? EA 5350, EA 5350. Does that sound right? [silence] Correct. [silence] I didn't, I didn't see a material number. What would that be hiding off?
02:00
Speaker 2
then I'll make it easier for you to read the letters and numbers. [silence] um was it again? [silence] okay. [silence] Okay. Um yes, it's Edward and then um Apple 5350. [silence] And how about the um serial number? [silence] um same thing, sir. At the bottom of the device.
02:00
Speaker 1
I'm afraid I can't help with that
03:00
Speaker 2
Or underneath, uh, that'd be a S slash N. On your name tag, you can see it on top. the paper claim you get these are just for one second. paper class. You can take a picture of it. Sir. um. um.
03:00
Speaker 1
I don't think I can take a picture of it. I can't get off. I can't get out of it. Oh, okay. There we go.
04:00
Speaker 2
No, I was done. Okay. Okay. Nothing goes into the air. Mm-hmm. What else you doing? Okay. Oh, with Eric. Yeah, meet you up there. Yeah, I'll take him and then on. Okay. Uh, no problem. Uh, if there are not a blue screen, then uh, I'll explain what are the things that you need to follow in your computer. Uh, you should log into your computer, uh, access the window boot using recovery media. Uh, the first thing is you need to turn on your computer and we select migrate to windows after that, uh, we are recovering from windows 8.1 to windows 10. Uh, okay. Uh, okay, now please turn off and wait for our request. Uh, okay. Okay. Um, do you know who's your internet service provider, sir?
04:00
Speaker 1
Well, I don't know how you can make this out.
06:00
Speaker 2
and then I think you're here you can see the cariol numbers there's this good turn the head to the other website you can see it it was you can see clearly the um the carol number
06:00
Speaker 1
[silence] Can't really, it everything's a big blur. PDF Pango David. Could you hold on a minute.
07:00
Speaker 2
Okay. So we'll just continue creating our record for this. Who's your internet service provider? again, TVF. Like, Tango, Victor, Frank, I. C. D. All right. And can have also your phone number? Yes. Okay. Thank you. Yay. that's when setting it definitely your like and you know what are you. I. Yes. Thank you. all.
07:00
Speaker 1
Yeah. Yeah, that plant's so small. Even with the camera, I don't know how you could focus in on it. Yeah, I zoomed in and it was nothing but fuzzy. [silence] blurry ever since ever since we had spectrum oh probably six years 68 years something like that 406-598-6565 David Ritchinbeck
09:00
Speaker 2
and how long you had this device, sir? okay, and it's like how many years already? Mhm. All right. So, um, let me just create a racket, can I have your fo number? the? mm-hmm. How about your first name and last name?
10:00
Speaker 1
Yeah, R E I C H E N B A C H at lowerclassletters, five four zero at G at gmail.com. [silence] No, no, no. V for Victor. Then E for Edward.
11:00
Speaker 2
Can you spell it again, your last name, sir? Uh-huh. Okay._and how about your email address? Okay. Okay. Let me just check if I got it correctly. That's D for David, and then A for apple, B for Brian, E for Edward, W okay.
11:00
Speaker 1
NW for Wayne. R for Richard. D4. Right. Right. CDS. Correct. Correct.
12:00
Speaker 2
Okay. Okay, thank you. And at gmail.com, right? Okay. All right. And your main concern right now is you don't have internet connection using router E5300. Okay. And your internet service provider is TDF. Okay. And um, none of your devices, like your phones, okay, and still not able to or even your computers not online, correct? Right and you've got the router. You mentioned that um it's been like um six to eight years already. Correct? Okay. So there might be um settings um that is set up on your router that is not recognized by TDF. That's why you don't have internet connection. So what we are going to do here is we're going to possibly reset the router and then reconfigure. Okay, so that TDF can um provide internet connection to the router. Because the router is just a pass through device, will only receive internet connection from TDF. Okay? And have you tried um connecting a computer directly to TDF if if it shows the um if there's an active internet connection.
12:00
Speaker 1
My apologies. I don't have time to be doing this.
14:00
Speaker 2
internet connection from pdf mm yeah cuz sometimes um the problem is you don't have internet connection on your Linux because the F also like their modem is not giving out internet connection okay so but we can like also try to um like check the um settings on your router if it is communicating to the F okay right but before we do search for um any troubleshooting okay let me just inform you about the status of your Linux okay um it shows if it here on our system that the router E 5350. This router is already out of warranty and complementary phone support is no longer available. okay? But you don't need to worry about it, sir. We do have options for out warranty links device. Our first option is you can take full advantage of our AI tool that can be found on our website and that is support.links.com. Okay? And our second option is I can walk you through step by step. Okay? Um for troubleshooting. This is our paid connect service. A one time non refundable technical support that will last up to 60 minutes and it will only cost you $15. Okay? So, which option should we look?
14:00
Speaker 1
Whichever one's going to work. Whichever one's going to work. Which one's best? I don't have a clue. [silence]
16:00
Speaker 2
Okay, we'd like to proceed with our AI tool or is it like on our paid connect service? Okay, you need to uhmm uhmm, do sir, which option should I like to go first before we can proceed? Like you want the AI tool or is it our paid connect for $15. You will be the one to select, sir. Okay. [silence] [silence]
16:00
Speaker 1
I unplugged the computer and plugged it back in. Yes. It's a desktop. That is correct. No, those are all on.
17:00
Speaker 2
Okay. Um, what troubleshooting you've done so far, um, we need, um, lost internet connection. I am in a East of India. Okay, so you mean do you have, do you have a computer which just connected to the Linksys router? Okay, so that laptop or desktop. And that's Windows, I believe Windows 11, right? Mhm. And did you already turn off your router and turn off your modem? Okay, but you haven't tried to
17:00
Speaker 1
No, because I didn't want to mess anything up. Because it's up high, for one thing. It's up on the top shelf, and I gotta get on a bucket to stand up there to uh even look at things. You follow me? It's in the room with uh, monitor is to the cameras. Oh, they're working. The only thing is, the fob doesn't want to work to get in through the gate. The fobs, at the keyboard, the fobs that you just
18:00
Speaker 2
Yeah, yes, sir. [silence] Is your cameras working right now or not? Uh, by the way, I 25 minutes and 95 minutes about. I'm surprised.
18:00
Speaker 1
Hold up against it, you know, it'll say either authenticated or authenticated failed. So the fobs aren't working. So I gotta manually let people in all the time. Well the gate works. It's the fobs. F-O-B-S fobs Hik-vision.
19:00
Speaker 2
Okay, so that's the like something on your gate that is not working. is it P O D S sir. Okay. your computer are you on a mobile phone now
19:00
Speaker 1
yes it is no it's not no it's no it's not online [silence] no it's just no I just can't use my monitoring system Like if I got to manually do it inside the office open the gate the device is offline so I can't do it the device is offline error code D%) `
20:00
Speaker 2
Uh when when you access um, your when you access um, your on your computer uh, when you open um, like a browser when you access a new website. Does it show like page cannot be displayed? You know, um?
20:00
Speaker 1
It's it's programmed into the computer, yeah. Go on living with it. To help people living with it. Yes, yeah, Oh hey, no, that, oh, yeah, I can do all that. [silence] It's audio.
21:00
Speaker 2
That things, there is an app on your computer? But how about your, like, Android devices, like your phones? Does your phones can go online, like can access the internet? On your computer, can you check your email? so only that pods that's not connected. Barnes and Noble was the brand of that, sir.
21:00
Speaker 1
Hikvision HIK H-I-K-V-I-S-I-O-N and then use the MiFare key fobs
22:00
Speaker 2
it's uh because if your computer camera or your phone if your computer can connect to the internet sir like there's no problem checking your email you can access other websites um that means that your router is giving out the internet connection have you tried checking that um hic vision key fobs sir if that's still connected to the naut that thus
22:00
Speaker 1
Yeah, mine, mine, my key fob works. Mine's a master. Mine works but people go over their due date. Uh, and then I get them hooked back in again. But fob don't work. I'm going to I'm going to let you go, because I got work I got to get done here. Okay. [silence]
23:00
Speaker 2
Yes. Yes. Okay. Because you need to like check, check the key fob sir. Maybe that's the problem. It's not connecting to the router.
23:00
Speaker 1
Okay. Okay, bye-bye. Have a good day, now. Okay, bye, Carla. Hello, I'm trying to disconnect here. I get too many popups. [silence]
24:00
Speaker 2
[KEEP_UNCERTAIN] You need to make sure that that is connected. Mm-hmm. Okay, you too sir. Thank you for calling links, this is Karla. Bye for now. You're welcome, sir. Hello. Yeah. Anyway, I. Okay. Mm. Okay. Mm. I'm not gonna do it. Mm. Okay. Good luck. Mm. Thank you. Mm. Coming out. Okay, so if you want to, like, um, end the call, you may, um, on the top of your phone, you may slide down and I think it will show the, um, active call. You can just, like, then end the call. Sorry. Hello sir. Hello. Hello. Hello. Hello. Hello. Hello. Hello. Hello. Hello. Hello. Hello. Hello. Hello. Hello. Hello. Hello. Hello. [silence] hello sorry hello All right, um since um you're having a problem right now ending the call, sir I'll be the one to um, like releasing the call. So thank you for calling LINCUS. This is carl. Now I'm going to release a call. Thank you.
24:00