V2 Rubric Detail — 80286b2e-6100-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 17:03
Duration
5m 58s
Contact
814-572-4624
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Avoidance/Evasion (B) – agent avoided all troubleshooting and prematurely closed the case by redirecting to a generic website despite a clear customer issue, failing to meet OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic or troubleshooting steps, declared the EA5100 unsupported, and redirected the customer to a website AI without attempting resolution. Despite correct identification of the legacy status, the agent violated the OOW best-effort standard by providing no actionable help, resulting in an unresolved case with critical avoidance behavior.

V1 Case Analysis

Customer unable to get EA5100 router to work; agent identified it as legacy (support ended) and directed to www.linksys.com AI tool, no troubleshooting performed.

Troubleshooting Steps
  • Attempted to confirm serial number.
  • Attempted to identify model (mis‑identified).
Key Observations
  • Agent never verified the router's WAN/Internet status or performed any basic troubleshooting.
  • Model identification was unclear; agent guessed EA5100 without confirming from the customer.
  • No empathy or acknowledgment of the customer's frustration was offered.
Positive Highlights
  • Provided the correct public website URL (www.linksys.com).
Agent Errors / Gaps
  • Did not collect or confirm the correct model number before providing guidance.
  • Provided no troubleshooting steps for a non‑functioning router.
  • Failed to offer a proper escalation or paid‑support path despite the device being out of warranty.
  • Gave a vague, unhelpful self‑service suggestion (website AI) without confirming the customer's ability to use it.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any meaningful outcome; only directed customer to website AI.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed—no questions about symptoms, connectivity, or basic fixes like rebooting.
R3 Not Met Correct resolution path conf 96%
Agent declared device out of support and offered no best-effort troubleshooting (e.g., firmware check, login to http://192.168.1.1), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms, ask diagnostic questions, or follow logical process—immediately defaulted to end-of-support statement.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., no attempt to verify firmware, local access, or even confirm model via KB); relied solely on customer’s verbal input.
T3 Met No misinformation conf 94%
Agent correctly stated that EA5100 is a legacy model and formal support has ended, which aligns with Linksys policy.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations, frame the interaction, or maintain control—passively accepted customer’s disorganized input and abruptly closed.
C2 Not Met Confirmed understanding conf 94%
No adaptation to customer’s confused state; used technical terms like 'legacy' without explanation or comprehension check.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership—immediately dismissed case due to product age without attempting resolution or workaround.
O2 Partially Met Proactive follow-through conf 91%
Agent provided a next step (visit www.linksys.com) but gave no timeline, no follow-up, and no specific guidance beyond a generic AI prompt.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Agent failed to escalate despite warranted case—customer reported functional issue and agent had no tools, yet did not initiate escalation path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed—did not acknowledge customer frustration, repeated effort, or difficulty finding serial number.
X2 Not Met Tone & rapport conf 95%
Tone remained flat and transactional; did not adapt to customer’s hesitant, confused delivery or emotional state.
X3 Not Met Overall experience conf 94%
Customer had to repeat information and was sent to an unproven AI tool, increasing effort instead of reducing it.
Call Transcript10 turns · 11 lines
Speaker 1
Yes. I'm trying to um,
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 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. [silence] Thank you for calling Linksys. Please state your name and we'll be glad to help you.
00:00
Speaker 1
I um connect to my um linksys um I called spectrum but we have a um a different router and we have linksys and um let me see I'm looking for um the serial number on the back of it because um they're saying everything is connected um the boxes um working just fine um I'm having um problems I guess the router is not cooperating so um let me get you that serial number okay all right so it wouldn't be registered with you already okay one second um it's down in another room [silence]
01:00
Speaker 2
Yeah
01:00
Speaker 1
So, let's go down here and check. Okay. Here we are. Okay. Um, let me see. Um, okay, serial number is 26AA 106 083 735. Correct. Yeah, is that one right underneath the mag number? Oh, the next number? Okay. Yeah. That's the model number is it's Echo Alpha.
02:00
Speaker 2
Correct me if I'm wrong, is it two six alpha one zero six zero alpha eight zero three seven three five. Okay, let me just check this. One second. Can you see very the model number? Uh not that once. Model number, it's the first information on the sticker. Model number. Sometimes it's on top of the router. Uh huh. What's the model number?
03:00
Speaker 1
What's that? Um, five 800s. [silence] I'll show you can do anything.
04:00
Speaker 2
Okay. That's why our system cannot see anymore the serial number that you just provided. This router you're calling for, EA5100, is already one of our legacy routers, which we don't manufacture anymore. And when it comes to support, it support already ended last year around April. Though the support already ended for this router, it should still work. It's just that right now, I cannot walk you through that given the device already end of support. I mean, not just end of life, like there's no firmware, and we don't manufacture this one anymore as well. You can try to, uh-huh.
04:00
Speaker 1
You can't do nothing? What's the number. Oh the number to call to delay this plate? okay thank you.
05:00
Speaker 2
Exactly, I don't have the tools here anymore on my end as well. If you want to troubleshoot that, we have our website www.linksys.com. There's an AI there which you can ask any questions and it will give you troubleshooting instructions. Regarding this EA58, number 4 of the model number you mean? the website is www.linksys.com. uh there's no number. It's just an AI like you can ask any questions. It's on our website www.linksys.com www.linksys.com. If you have data on your phone, you can visit that. You're welcome. Thank you for calling. Again. Bye-bye.
05:00