V2 Rubric Detail — 816a72e0-6e82-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 21:37
Duration
7m 54s
Contact
Michael Garwol
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134354
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_E2500
⚠ 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: Avoidance/Evasion – agent refused to provide any troubleshooting for an out-of-warranty device, directing the customer to purchase a new router instead of following the required best-effort OOW support standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, incorrectly claimed no support is available for out-of-warranty devices, and directed the customer to buy a new router. This violates the OOW best-effort standard and constitutes avoidance/evasion, resulting in an unresolved case with no diagnostic progress.

V1 Case Analysis

Customer unable to get internet; router out-of-warranty (SN129A1134). Agent advised purchase of new Wi-Fi 6 router; no troubleshooting performed.

Troubleshooting Steps
  • Collected serial number (SN129A1134) and email address.
  • Informed customer of out-of-warranty status and lack of firmware updates.
  • Advised purchase of a newer Wi-Fi 6 router.
Key Observations
  • Agent did not perform any basic connectivity diagnostics (e.g., power-cycle sequence, LED check, WAN status).
  • Model number was never obtained, preventing model-specific guidance.
  • Limited empathy; the call ended quickly after stating warranty expiration.
Positive Highlights
  • Correctly warned that using the reset button will erase all router settings.
  • Accurately communicated the out-of-warranty status and lack of firmware updates.
  • Provided a clear recommendation to upgrade to a Wi-Fi 6 router.
Agent Errors / Gaps
  • Failed to follow standard troubleshooting flow for no-internet issues.
  • Did not collect the router model number, which is required for accurate support.
  • Provided no actionable troubleshooting steps before recommending replacement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent advised customer to buy a new router without resolving the internet connectivity issue; no troubleshooting or resolution achieved.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked about reset button usage; skipped essential steps like checking LED status, power cycling modem/router, or verifying physical connections.
R3 Not Met Correct resolution path conf 98%
Agent stated no support is provided for out-of-warranty devices, violating OOW best-effort standard which requires troubleshooting setup, Wi-Fi, pairing, or reset issues regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Failed to identify symptoms (e.g., LED state, ISP outage), asked no diagnostic questions beyond reset button use, and did not determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Did not attempt to guide customer to access router UI (e.g., http://192.168.1.1), check WAN status, or use any diagnostic tools despite needing to verify connectivity.
T3 Partially Met No misinformation conf 93%
Correctly noted that factory reset erases settings and identified router as Wi-Fi 4; however, incorrectly claimed no technical help is available for OOW devices, contradicting policy.
Communication
C1 Partially Met Clear & professional language conf 91%
Collected basic info and opened call professionally, but ended abruptly after suggesting new purchase without summarizing or confirming understanding.
C2 Met Confirmed understanding conf 94%
Used simple language, avoided jargon, and customer consistently understood instructions and information provided.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Abdicated responsibility by directing customer to purchase new hardware instead of attempting any troubleshooting, even basic steps.
O2 Not Met Proactive follow-through conf 96%
Provided no next steps beyond buying a new router; no follow-up plan, timeline, or callback commitment offered.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no continuity to maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
No escalation was warranted since the issue was within L1 scope; agent’s decision not to escalate was appropriate despite poor handling.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Showed no empathy for customer frustration; remained transactional when customer expressed resignation (“it is what it is”).
X2 Not Met Tone & rapport conf 95%
Did not adapt tone to customer’s disappointment; maintained flat delivery without checking emotional state or engagement.
X3 Not Met Overall experience conf 96%
Forced customer to repeat information and then dismissed with a sales suggestion, increasing effort instead of reducing it.
Call Transcript10 turns · 13 lines
Speaker 1
[silence]
00:00
Speaker 2
welcome to Linksys Support to ensure quality service your call may be monitored For in warranty products are support team is available to help with performance and hardware issues. Register your product by visiting register dot Linksys.com. Please have your device serial number ready For assistance press one now For out of warranty products, paid support may be available. Please have your devices 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. I thank you for calling Linksys Technical Support. This is Rio. How can I assist you for today
00:00
Speaker 1
Router isn't working. I've tried to restart it, the button in the back. And I've shut the computer down, shut everything down, turn it all back on, and I still can't get to the internet. Well, I restarted my computer. So, that didn't work. Oh, there's a little button in the back. I pressed that and nothing happened. It's a reset button, I believe. I
01:00
Speaker 2
sir, let me just confirm you've mentioned… sorry, go ahead. uh sir, by means of restarting the device uh how did you restart it by the way? Can you tell me about it? say the Linksys sir, the Linksys device is this the reel, is this the power button or a reset button? oh, okay, so, so when you're just a heads up by the way, whenever you're going to click the reset button, you are going to delete the router settings, so router settings Well, if you want to to uh get back your Wi-Fi name and Wi-Fi password there, you need to reconfigure your whole system from the scratch. So you're going to set up the router again. Can you confirm to me, sir, what's the serial number for your link device, please? That's actually at the bottom of the device there, there is a sticker there.
01:00
Speaker 1
would that be the WP? Oh, serial numbers, SN129A1134. Yes. Okay. Michael Garwall, GARWL. Spectrum. M Garwall, G-A-R.
03:00
Speaker 2
Is this the first time sir, you called [inaudible] [silence] Right. Before we proceed sir, I'm going to create a record for you in the system. May I know your first name and last name? [silence] Perfect. Thank you. Who is your internet service provider sir? [silence] Uh. Can you confirm to me also what's your email address please?
03:00
Speaker 1
R-R-W-O-L@Rochester.rr.com. at Rochester R-O-C-H-E-S-T-E-R dot rr dot com. Sure. E s t e R the city of Rochester. Yep. Sure. couldn't tell you it's been years. It was a gift. No, my family just gave it to me as a gift so I they helped me they installed it basically.
04:00
Speaker 2
Sir for how long have you been using this router, did you not Oh okay like, you did not try to um consider upgrading, okay, uh, no, no, okay, okay. All right, so serial was able to create a record for you and the system. However, based on our records here, the warranty of your product has already been expired. And just to set proper expectations, that we no longer provide free technical assistance for out of warranty devices. I double check also, sir, the router that you have. This router is part of our first generation routers, meaning to say, aside that we no longer manufacture this device, we no longer offer technical assistance for this kind of router. The reason for that is because we don't have anymore firmware updates for your router. So once your router has been reset back to its factory defaults, we cannot guarantee you that troubleshooting will still work because it's disconnected now to your modem. Now, what I can, what I can only suggest to you,
05:00
Speaker 1
Okay, well, that answers my question then. Okay, well thank you. I mean, it is what it is, right? Yeah. Okay, well I guess I'm going to be going to the store. Okay, Wi-Fi 7 or 6. I got that. Thank you. All right, well thank you for the... Thank you, you too. Bye.
07:00
Speaker 2
Yes, sir. Yes, sir. You yeah, your modem right now sir, is Wi-Fi 7 already. However, for the router that you have, it's just Wi-Fi 4. All right. So yeah, you can purchase router that is Wi-Fi 6. All right. Okay. You're welcome. You have a nice day ahead. Yeah. Bye bye.
07:00