V2 Rubric Detail — 822b0eb2-652f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 00:50
Duration
9m 46s
Contact
Audy Kimura
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133052
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E8350_No Internet Connection
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided all troubleshooting and declared the device out of support without attempting any best-effort resolution, violating the core OOW support 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
Technical0.00/5
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 steps, incorrectly claimed the E8350 was beyond support, and redirected the customer to self-service without offering help. This constitutes a clear case of avoidance/evasion, resulting in no progress and a critical failure under the rubric.

V1 Case Analysis

Customer (Audie Kimura, 808-271-2920) reported intermittent Wi-Fi on EA8350. Agent confirmed model/serial (15910C6C402709) and noted device is end-of-support. Directed customer to support.linksys.com AI chatbot for self-help. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the EA8350 as end-of-support, aligning with KB guidance for EA Series routers.
  • No troubleshooting was performed despite the customer's clear Wi-Fi connectivity issue, which is a protocol gap for out-of-warranty calls where basic guidance should still be provided.
  • Agent provided the correct URL (support.linksys.com) and specific AI chatbot guidance (smiling face icon), per KB recommendations for self-service paths.
  • Call ended abruptly without confirming customer access to the self-help path or recapping next steps, reducing operational closure quality.
Positive Highlights
  • Correctly identified the EA8350 as end-of-support and communicated that direct technical support is no longer available, per KB guidance.
  • Provided the correct URL (support.linksys.com) and specific guidance on using the AI chatbot, aligning with KB recommendations for self-service.
  • Collected customer name, phone number, and email despite phonetic challenges.
Agent Errors / Gaps
  • Failed to perform any basic troubleshooting (e.g., power cycle, WAN check, signal test) despite the customer's clear Wi-Fi issue, leaving the problem unresolved.
  • Did not confirm whether the customer could access support.linksys.com or use the AI chatbot, creating a potential access blocker.
  • Ended call without summarizing next steps or confirming customer understanding, leading to poor closure.
  • Repeated only partial serial digits (e.g., '1591') without confirming the full serial number, which could impact future support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the signal issue or provide any meaningful outcome; only directed customer to self-service without confirming resolution path.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed beyond asking for model/serial; no speed test, reboot, or configuration check was attempted.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated no support is available for E8350 due to end-of-support status, violating OOW best-effort standard requiring troubleshooting even for older devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify specific symptoms, ask diagnostic questions, or follow a logical sequence; jumped straight to declaring device unsupported.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., firmware check, web interface, speed test) were used or suggested despite being necessary for diagnosing signal issues.
T3 Not Met No misinformation conf 94%
Agent provided materially incorrect information that E8350 receives no technical support, contradicting Linksys policy of best-effort OOW assistance.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations or guide the interaction; allowed call to devolve into data collection followed by abrupt redirection to website.
C2 Not Met Confirmed understanding conf 93%
Agent mispronounced model number (EAum), used unclear phrasing, and did not confirm customer understanding of next steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; immediately deferred to self-service without attempting diagnosis or offering direct support.
O2 Partially Met Proactive follow-through conf 89%
Agent provided a next step (visit support.linksys.com and use AI chat) but gave no timeline, follow-up, or confirmation of effectiveness.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No escalation was offered despite an unresolved issue; agent should have either troubleshooted or escalated per OOW best-effort policy.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was executed in the transcript.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for customer's frustration or repeated attempts; response was robotic and dismissive of effort.
X2 Not Met Tone & rapport conf 94%
Agent maintained a one-size-fits-all tone, continued scripted prompts despite customer confusion, and failed to adapt pace or clarity.
X3 Not Met Overall experience conf 95%
Customer had to repeat model and serial multiple times; agent added friction by requiring manual lookup instead of simplifying process.
Call Transcript17 turns · 18 lines
Speaker 2
Welcome to Linksys Support. 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. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com.
00:00
Speaker 1
Hi, Carla. My name is Audi and I have a Lynksis wireless router dual band and I'm having trouble with the signal. My wife eyes it goes at different times at different places and I just had the spectrum technician out here. He inspected the cable and checked this signal strength coming into the house.
01:00
Speaker 2
Linksys.com. You can also connect with other users for tips and guidance at reddit.com slash R slash Linksys. Thank you for calling Linksys. This is Carly. How may I help you? [silence]
01:00
Speaker 1
It's fine. So he said. We need to check the router. Yeah. I thought. I've called before. Um, no, I think it's it's been a while. Okay. It's uh, the model is E8350. My computer just. Give me a second here. My computer just.
02:00
Speaker 2
Okay, so you're having problems with internet connections using the Linksys router, right? Okay. So, before we continue, allow me to create a record for this call. Have you called Linksys before, sir? Or this is the first time. Okay. Do you have a ticket number or a reference number? Okay. So, then, let me just create a record. Can you have the model number and serial number of your router? You can check that information underneath the router. Again, it's an E8 and EA E A again, it's an E.
02:00
Speaker 1
So here, we started and I lost my database here. Yeah, I'm doing that right now. It's uh, EA350. So it's E. [sigh] As in, echo. Eight, the number eight. E350. Okay, I'm trying to look at it. Yeah, I just, it's in an awkward place and I'm trying to read it upside down. [silence]
03:00
Speaker 2
uhm you can check the information of the model number and serial number sir underneath the batteries again Edward Apple and then mm-hmm okay so it's three five zero Thank you and how about the serial number uh the uh slash N erm
03:00
Speaker 1
[DOWNWEIGHT] Okay. Okay. It's um, let's There's two different numbers. One is, let me take a picture of it. Let me uh, take a picture of it. 4027. Let's, let's, let's, let's, let's, let's, let's, let's side down. Over here. I can uh, I have it here on my data. It's 15910 Charlie 6 Charlie 402709. 15910 Charlie 6 Charlie 402709.
04:00
Speaker 2
on the S slash N slider. Okay. Okay, let me check if I got correctly. That's 1591.
04:00
Speaker 1
Yes. I'm not sure. It's been... it's been a number of years though. I'm not sure. I... I don't remember. It's 808-271-2920. It's with a Y?
05:00
Speaker 2
and then 0 C 4 Charlie and then 6 C 4 Charlie 402709 how long you have your device sir like like 5 years already maybe 2 years okay and how about your phone number can you have your phone number okay how about your um first name is spelled as Audi or is it Y okay how about your last name
05:00
Speaker 1
It's Kimura. Audie my first name, A-U-D-Y@audie.umura.com. Correct. Yes. Okay.
06:00
Speaker 2
Okay, how about your email address? Mm-hmm. Mm-hmm. Okay. So again, the email address is your first name Audi and then add AudiTimora.com. Okay, great, thank you. And your internet provider is Spectrum, correct? Okay. The possible reason for it, that it did not connect right now to the internet, there might be some settings from your internet provider, which is no longer communicating to your Linksys router. Mm-hmm. But before we do start troubleshooting, let me just inform you About the status of your router, the E8350.
06:00
Speaker 1
So, I'm I was just worried. I believed I could just figure it out right there.
08:00
Speaker 2
Yes. You can go to support.linksys.com, sir, and there's an AI icon there that you can use. Um, like you can check articles as well on our website on how to um set up the EAum, I'm sorry EA8350 router. Um, no, sir. We no longer provide technical support in this one since it's one of our end of support routers. Um, no, sir. yeah sir for end of support router
08:00
Speaker 1
just go to this page and go to setup and installation. I'm there. Okay. okay, thank you. Bye bye.
09:00
Speaker 2
Yes, you go to support.linksys.com. Okay. And then you can use our AI tool, the icon on the lower right? There's a smiling face there, like a circle, blue with a smiling face. You can click on it. It's like you're chatting to an agent. Okay? You're just going to, like, ask your questions like how to set up the device with a Spectrum internet provider. It will give you articles as well. Okay? You're welcome. You're welcome. So, thank you for [silence]
09:00