V2 Rubric Detail — 7ebe96d0-68dc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 17:06
Duration
8m 12s
Contact
Daniel Duran
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133434
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by falsely claiming the WRT3200 is unsupported and directing the customer to purchase new hardware without diagnostic effort.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provided materially inaccurate technical information, and evaded ownership by falsely claiming the WRT3200 is out of support. No valid resolution path was offered, and the customer was dismissed without empathy or escalation. This constitutes avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer (Daniel Duran) reported no internet, no Wi-Fi visibility, and inability to access RT3200 router UI (serial 38E10M34V05474). Agent provided no troubleshooting, gave inaccurate technical details, and incorrectly advised replacement due to end-of-life status. No resolution achieved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to perform any basic troubleshooting for a no-internet/WAN issue despite customer reporting modem works and router is unresponsive.
  • Provided materially inaccurate technical information: RT3200 is a Linksys WRT series router (not Belkin), supports firmware updates per KB, and is not universally end-of-life for support.
  • Did not verify warranty status or offer self-help resources (e.g., KB articles on universal_web_browser_setup.md or universal_isp_modem_diagnostics.md).
  • Prematurely closed the call by advising replacement without exploring valid resolution paths or confirming support eligibility.
Positive Highlights
  • Accurately collected and repeated back customer name (Daniel Duran), email (Scorpion2211@gmail.com), phone number (9176011952), model (RT3200), and serial number (38E10M34V05474).
  • Confirmed ISP (Optimum), which is relevant for potential PPPoE or VLAN configuration.
Agent Errors / Gaps
  • Failed to follow standard troubleshooting flow: skipped verification of modem connection, LAN cable, power cycle, IP address, or local access via myrouter.local.
  • Provided factually incorrect information: RT3200 is a Linksys WRT series router, not a Belkin product; Linksys still provides firmware updates for WRT models (per KB); the 1167 Mbps speed claim is fabricated and not aligned with RT3200 specs.
  • Did not suggest checking local access via http://192.168.1.1 or http://myrouter.local as per universal_web_browser_setup.md.
  • Did not recommend a power cycle or factory reset as a first step per universal_factory_reset.md and universal_isp_modem_diagnostics.md.
  • Incorrectly stated that firmware is no longer updated for this model — contradicts KB guidance that firmware updates are supported and rolled out in stages.
  • Advised replacement without confirming warranty status or offering escalation, violating support protocol for hardware faults or end-of-life models.
  • Did not provide any self-help resources (e.g., KB articles) despite customer being out of warranty and declining paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent advised customer to buy a new router without resolving the connectivity issue or confirming it was unsolvable; no resolution or valid escalation provided.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps performed (e.g., no LED check, no cable verification, no access attempt via myrouter.local or 192.168.1.1).
R3 Not Met Correct resolution path conf 97%
Agent incorrectly claimed the WRT3200 is unsupported and pushed replacement instead of offering best-effort troubleshooting for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process; agent skipped basic questions about WAN connection, router lights, or physical setup before declaring the device unsupported.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used (e.g., no guidance to access admin UI, no speed test, no IP check); relied solely on customer description despite available diagnostic paths.
T3 Not Met No misinformation conf 98%
Agent made factually incorrect statements: claimed WRT3200 is no longer supported (false — KBs exist), and confused '1167 Mbps' with '200 Mbps' while misstating units as 'megabytes per company per second'.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to frame the interaction, lost control by jumping to unsupported conclusions, and did not guide the customer through any structured process.
C2 Not Met Confirmed understanding conf 95%
Used confusing technical jargon ('H and DDS um jt uh chinese it's all dds wi-fi six') without explanation or confirmation of understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disclaimed responsibility by stating 'we no longer provide support for this specific model' and ended the call without attempting resolution.
O2 Not Met Proactive follow-through conf 96%
No next steps provided beyond purchasing a new router; no timeline, no follow-up, no alternative support path offered.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No escalation occurred despite a clear unresolved hardware/software issue; agent should have escalated after failed troubleshooting or confirmed limitation.
E2 Not Met Escalation prep & handoff conf 94%
Customer was not informed of any escalation path, team, or timeline — escalation was neither executed nor communicated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for customer’s frustration ('an hour and a half trying'), offered no acknowledgment of effort or difficulty.
X2 Not Met Tone & rapport conf 95%
Agent used a one-size-fits-all sales tone, ignored customer’s urgency, and did not adapt pace or style to match emotional state.
X3 Not Met Overall experience conf 97%
Forced customer to consider unnecessary expense; added effort by dismissing existing device without validating failure.
Call Transcript16 turns · 17 lines
Speaker 1
play Laura. [silence] Hi there, how are you? I had some issues with my router.
00:00
Speaker 2
[silence] 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. [silence] For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. [silence] To hear more, please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. For out of warranty product, paid support options may be available, depending on the issue.
00:00
Speaker 1
well, I already called my cable, my ISP and the issue comes to my, it's the router. So I already, I already tried like many times to go to settings to read, you know, like the IP address, which is 192.168.A to go to settings. But I connect my computer to the router, but it doesn't, doesn't seem to work at all. My router is Cannon L. So the issue is that I don't have internet, exactly. Wi-Fi. I don't have the Wi-Fi. Serious. Yeah, I mean, I do, I do have internet on my modem, but there's no connection.
01:00
Speaker 2
But uh what technically is the main issue sir? Like you don't have internet? Uh mm. Are you having anything to connect to your like uh uh? Um I don't know if this is your um Wi-Fi? Let me see. Okay sir uh just
01:00
Speaker 1
I restarted the modem couple three times already, restart the modem many times. It's been like an, an hour and a half trying to figure this thing out. Yeah. Even when I connect my browser to the, um, you know, that there's a username, they, the, the name come with already, um, a name on it, uh, the router. No, and the Wi-Fi, whatever you have, I tried, I search for it and I cannot find it on on, uh, my Wi-Fi browser.
02:00
Speaker 2
What have you done so far? Uh huh. Okay. I see. All right, sir, so let me just run some verification with you in order for me to create a quick record here and proceed further with the troubleshooting or what I can do to help you with your concern. But anyway, um, let me create a. Thank you.
02:00
Speaker 1
Daniel Duran, D-U-R-A-N. my name is it's Scorpion, S-P-O-R-P-I-O-N- Scorpion2211 at gmail.com. yep that's correct. [silence]
03:00
Speaker 2
Daniel year what year inside for Daniel doing okay thank you so much for that once her Daniel how about your email address take your time downloading I can turn on my right alphem alright so that's Scorpion twenty two eleven at gmail.com and let me also verify your phone number that's nine one seven six zero one one nine five two right sir and now sir
03:00
Speaker 1
So the serial number is is a big one here is three 38, E 10 M 34 V 05474. [silence] Not for Victor, but Via as in voice. Yeah. [silence] And then model is the router is RT3200.
04:00
Speaker 2
Alright, sir, let me just repeat that one. That's 3, 8, E for Echo, 1, 0 M for Mike, 34 V for Victory, 0, 5, 474. Uh, B for Bravo. Okay. Got it. can you provide me the model number and serial number of your access router?
04:00
Speaker 1
[silence]
05:00
Speaker 2
I see. O-K- all right sir uh just uh but anyways sir may I know who's your Internet Service Provider? CableVision. Optimum. Optimum. Okay. So you got RTE 3200E.All right sir so um here's the thing uh with regard to your linksys router. Uh this is actually one of our what we have in our inventory. Uh it's no longer a uh ground breaking technology right now actually. Uh one of the latest technology we've gotten now uh with regards to this uh in particular uh standard is this one sir. It's H and DDS um jt uh chinese it's all dds wi-fi six this is the most advanced stuff we've tried. Uh this one however just to explain to you can't get the full use of this specifically the speed 1167 megabytes per company per second it means 200 mbps bandwidth uh this isit's very fast actually you're not familiar with this technology yet right?
05:00
Speaker 1
That's what I thought. Don't. Oh I thank you. From both of them. Okay. So what's your advice? To buy a new one?
06:00
Speaker 2
like oldest router, I mean, not old but it's already part of our end-of-life devices, which means we no longer manufacture this one and technically this is still associated with Belkin, a company which which actually is we are no longer associated with so we don't work with Belkin anymore. Uh, no, sir. I'm from Linksys technical support. Mhm. So I think it would be better if you, I mean, I don't think they would also help you out with this and I think it will refer you to us. But unfortunately, sir, we no longer provide support for this specific model. I want to make sure also that no, you can't That's what I can suggest, sir, considering also the age of your router. This is, unfortunately, an older version. So, you may consider upgrading into a new one instead because you may encounter more issues in the future since we no longer update its firmware as well. Yes, sir. Unfortunately. Um, no, sir. Unfortunately, we we don't sell directly at the moment. So, most of our products are being sold through online retailers or local stores like Amazon, Best Buy, Target online or Target, or Walmart. Okay, sir. [silence]
06:00
Speaker 1
time ok ok thank you bye bye bye bye bye bye watch
08:00
Speaker 2
All right. So thank you so much for your understanding, sir. And I appreciate your time calling links this have a great day, take care. Bye for now.
08:00