V2 Rubric Detail — 7ff7a65c-60f0-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-05 15:09
Duration
7m 28s
Contact
Dale Tertuit
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132418
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: setup router
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided addressing a basic technical issue (router access) by deferring support until proof of purchase was uploaded, despite the OOW standard requiring best-effort troubleshooting. No attempt was made to resolve the issue during the call.

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
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to troubleshoot the customer’s inability to access the EA8300 router, provided no technical guidance, and incorrectly identified the model. Instead of offering best-effort support for an out-of-warranty device, the agent deferred help until documentation was uploaded, violating the OOW troubleshooting standard. The interaction lacked structure, clarity, and ownership, resulting in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer unable to access EA8300 admin interface. Agent misidentified model as RE6300, failed to validate serial or warranty, offered no troubleshooting, and closed with vague callback instruction. Issue unresolved.

Troubleshooting Steps
  • Collected customer name and email
  • Attempted to collect serial number and model number
  • Stated device is out of warranty
Key Observations
  • Agent misidentified EA8300 as 'E pair sixty three hundred' (RE6300), a clear model confusion between EA Series and Range Extender families.
  • Serial number YFZ4WC891J was never confirmed or corrected despite agent's initial doubt.
  • No troubleshooting steps were offered for admin-page access, a common issue with clear KB guidance (e.g., http://192.168.1.1, power cycle, factory reset).
  • Call ended with vague instruction to 'upload information and call back'—no guidance on what to upload, where, or how this would resolve the issue.
Positive Highlights
  • Collected customer name and email accurately.
  • Attempted to gather serial and model information, though execution was flawed.
  • Maintained polite tone throughout the call.
Agent Errors / Gaps
  • Incorrect model identification: EA8300 misnamed as 'E pair sixty three hundred' (RE6300), leading to materially wrong technical context.
  • Failed to confirm or correct serial number YFZ4WC891J despite expressing doubt.
  • Did not perform any troubleshooting for router admin access, despite clear KB guidance available.
  • Did not verify warranty status through proper system lookup—only asserted it was out of warranty.
  • Provided no actionable next steps or self-help resources for out-of-warranty customer.
  • Ended call with ambiguous instruction to 'upload information' without specifying what or how.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
The customer’s core issue — inability to access the router — was not resolved; the agent ended the call without providing any troubleshooting or solution.
R2 Not Met Diagnostic thoroughness conf 100%
No diagnostic steps (e.g., power cycle, checking physical connections, verifying IP access) were performed or suggested before closing the call.
R3 Not Met Correct resolution path conf 100%
Although the device is out-of-warranty, the agent offered no best-effort troubleshooting (e.g., factory reset, local access steps) and instead deferred help until proof of purchase was uploaded.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
The agent did not identify specific symptoms (e.g., LED status, connection type) or follow a logical diagnostic sequence; no root cause was explored.
T2 Not Met Appropriate tools / resources used conf 100%
No tools (e.g., remote diagnostics, web interface guidance) were used or offered, despite the issue being directly related to router accessibility.
T3 Not Met No misinformation conf 100%
Agent misidentified the model as 'E pair sixty three hundred' instead of EA8300 and gave no technical guidance on accessing the router, leading to misinformation.
Communication
C1 Not Met Clear & professional language conf 100%
The agent failed to frame the interaction, set expectations, or maintain control; the call lacked structure and ended abruptly without confirmation.
C2 Not Met Confirmed understanding conf 95%
The agent used confusing terminology (e.g., 'E pair sixty three hundred'), repeated incorrect information, and did not confirm understanding with the customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 100%
The agent did not take ownership of the issue, instead shifting responsibility to the customer to upload documents and call back at a later time.
O2 Not Met Proactive follow-through conf 100%
Next steps were vague — 'upload that' — without specifying what to upload, where, or how, leaving the customer with no clear path forward.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this basic connectivity issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent said 'I'm sorry to hear about that,' showing minimal empathy, but did not acknowledge the customer's effort or frustration beyond that.
X2 Not Met Tone & rapport conf 100%
Agent maintained a scripted, disjointed tone and did not adapt to the customer’s confusion or pace, resulting in repeated clarification attempts.
X3 Not Met Overall experience conf 100%
Customer had to repeat model and serial number multiple times due to mishearing, and was asked to perform external tasks (upload proof) without any immediate assistance.
Call Transcript16 turns · 16 lines
Speaker 1
Yes. Uh would you repeat your name please? Uh would you spell it? [silence]
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored and recorded. 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 one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support may be available depending on the issue. Thank you for calling Linksys. This is Athi. How can I help you? This is Athi.
00:00
Speaker 1
I'm, sorry. Um, my, my name is Dale, um, I purchased a refurbished product in February and I'm just getting around to installing it, but I can't access the router. Um, and, uh, I went to the support page, but I can't, can't even click on things on the support page. So, um, I I obviously have an issue. Sure. It is Y F as in Frank, Z as in Zebra, four, W C eight, nine, one, J.
01:00
Speaker 2
for Alpha, Y for yellow, S for sun. Let's see, I'm sorry to hear about that, Dale. Can you provide me with the serial number of your linksys router?
01:00
Speaker 1
Yes.
02:00
Speaker 2
Let me verify again. The serial number of your router is Y for yellow, F for Frank, Z for Zebra, 4, W for White, C for Charlie, 891, J for John. Are you sure that's the serial number of your router? Dale, because usually serial numbers are 14 characters or digits. What's the name of your router or its model number?
02:00
Speaker 1
model number's in E. A. 8300. The uh uh-uh-uh. uh As in an a as an Apple 8300. H. Oh, that one. Okay. I'm sorry. 201 21 P 10 C as in Charlie 687 03475
03:00
Speaker 2
E88360. All right. And can you check on that router underneath? There's a product label sticker, and the serial number is indicated there. It should be stated, uh, letter. So, right.
03:00
Speaker 1
That is correct. It's uh pronounced Pertwee, P E R T U I T. Correct. It's um source energy 1, that is, S O U R C E energy 1 at gmail.com. [silence]
04:00
Speaker 2
I'll create a record for you, sir. Your name is Dale, D-A-L-E. And your last name, Dale, is Victorperia. D-E-R-T-O-I-O-I-T. All right. Thank you. Uh, may I know your email address?
04:00
Speaker 1
well, even as I bought it as a reserve refurbished unit. Oh, okay.
05:00
Speaker 2
source energy one at gmail.com. and who's your internet service provider, dave? alright, dallas, your lynxis router is model E pair sixty three hundred and our records shows that this product is already out of warranty. yeah. yes, as since you mentioned that you just bought it as a refurbished uh... unit. can I ask you to uh... Reader,
05:00
Speaker 1
OK. I don't have the purchase information handy at the moment, but give me
06:00
Speaker 2
[silence]
06:00
Speaker 1
Oh, cool. Oh, that's fine. Thank you very much. You do as well. Bye-bye.
07:00
Speaker 2
because, oh, weekend, uh, yes, uh, once you have uploaded that, uh, call us back again so that we can check on our system and we can validate its warranty status. Is that all right? You're welcome. Thank you for calling Linksys still and take care. Have a good day. Goodbye. [silence]
07:00