V2 Rubric Detail — 8441e17e-646e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 01:48
Duration
7m 27s
Contact
Angela Flynt
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132881
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. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by immediately offering only a website link or paid service without attempting any best-effort support, even though OOW devices still require reasonable troubleshooting under the rubric.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, avoided ownership, and provided no technical assistance beyond directing the customer to external resources. Despite the device being out of warranty, the agent did not meet the required best-effort standard, resulting in an unresolved case with avoidant behavior that triggers an auto-zero under the rubric.

V1 Case Analysis

Customer unable to connect E8450 router to internet. Agent confirmed modem works, noted out-of-warranty status, provided support.linksys.com link and offered paid support. Customer declined paid support.

Troubleshooting Steps
  • Asked for model number
  • Asked if modem was online (customer said yes)
  • Checked warranty status (out of warranty)
Key Observations
  • Agent did not perform any basic WAN troubleshooting (e.g., power-cycle router/modem, verify WAN cable, check router WAN status).
  • Call contained long silences ([05:00], [07:00]), repeated greetings ([01:00], [04:00]), and filler, severely impacting efficiency and communication.
  • Agent gave correct URLs and correctly identified out-of-warranty status.
  • Agent failed to confirm serial number accurately despite multiple attempts; customer corrected agent's initial misreading of '38' vs '3A'.
Positive Highlights
  • Collected customer's name and email correctly after clarification.
  • Accurately identified the router as out of warranty.
  • Provided the correct support website URL (support.linksys.com).
  • Correctly explained the paid support option terms (non-refundable, duration).
Agent Errors / Gaps
  • Failed to execute standard troubleshooting steps before offering paid support.
  • Did not obtain a reliable serial number despite asking — misheard initial digits and failed to confirm.
  • Repeated introductory script and filler multiple times ([01:00], [04:00]), causing confusion and wasting time.
  • Allowed long silences without explanation ([05:00], [07:00]), indicating poor call control.
  • Failed to acknowledge customer frustration or adjust pace when customer expressed confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered website or paid service but performed no troubleshooting or resolution; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 90%
No meaningful troubleshooting steps taken (e.g., power cycle, LED check, cable verification); only collected model, serial, and ISP.
R3 Not Met Correct resolution path conf 90%
Agent correctly identified OOW status but failed to provide best-effort troubleshooting (e.g., reboot, firmware, physical connections) as required by OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent asked for model/serial and ISP but did not probe symptoms, LED status, or connection setup; no diagnostic process followed.
T2 Not Met Appropriate tools / resources used conf 90%
No tools used (e.g., no internal diagnostics, no KB lookup beyond basic warranty status); relied solely on public website referral.
T3 Met No misinformation conf 95%
All provided information (OOW status, support.linksys.com, paid service details) was factually accurate and consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent repeated greetings and maintained basic control but failed to set clear expectations or agenda for the interaction.
C2 Partially Met Confirmed understanding conf 80%
Used simple language but did not confirm understanding or adapt to customer’s confusion and repeated interruptions.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; immediately deferred to website or paid service without attempting to resolve the issue.
O2 Met Proactive follow-through conf 90%
Clearly stated next steps: try support.linksys.com or purchase paid service, giving customer actionable options.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was made and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Minimal empathy shown; only a brief apology at start, no acknowledgment of frustration or repeated effort.
X2 Not Met Tone & rapport conf 85%
Agent continued with scripted responses despite customer confusion and disjointed communication, showing no adaptation.
X3 Not Met Overall experience conf 90%
Customer had to repeat model/serial information; agent added effort by redirecting to external resources without first attempting resolution.
Call Transcript15 turns · 15 lines
Speaker 2
Welcome to LINXIS 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, 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.
00:00
Speaker 1
What was that? Yeah. Yes, ma'am. Um, I am having problems in connecting this router to my um internet service. I ain't never had no problem before.
01:00
Speaker 2
Thank you for calling Linksys. This is at B. How can I help you? Hello. Thank you for calling Linksys. This is at B. How can I help you? Hello, Mam. Sir, I really do apologize, but I hear no response on your end. I'll wait on the line for 10 seconds. If I can't hear from you, I'm afraid I have to disconnect this call. Hello. Can you hear me okay? All right. Yes, Ma'am. Thank you for calling Linksys. This is well. Can I help you? Okay. So right now, you're
01:00
Speaker 1
right yes um the model the model number is um um e 845038d10 M five one c zero zero oh eight eight six yeah [silence] [silence]
02:00
Speaker 2
unable to connect to the internet using your linksys router. Sure. Okay. Can you have the model number and the serial number of your linksys device? Just try to look underneath that ma'am. E-8450 and the serial number. Okay. So, that's 3A-D for David, 1-0M like Mary, 51C for Charlie, 00886. Correct?
02:00
Speaker 1
yes oh no no that what did you say the first uh what did you say the first two was it was 38 okay okay um Angela Flint Flint Flint 69468 Gmail.com I mean no I'm sorry I'm sorry no no no Flint 6946 A Claire uh Claire Health.com
03:00
Speaker 2
okay, 38. right.okay, ma'am.let me just create a recordcée going to have your name Angela Flint, okay.and your email address. okay ma'am:@DoubleMicrophone Symbol iCloud. okay.So that is again a for Apple Flint.
03:00
Speaker 1
No, it's know. No, it's a Flint is AF as in Frank, L as in Larry, why NT? Modem. Uh-huh. Yes. Yes. They gave me the number. Most, yes, I the modem's workings is online, but uh the uh router they can't see because it's not their product
04:00
Speaker 2
L I N T for Tom. 6946@icloud.com. Correct? [silence] Oh. Y N K. Okay. [silence] All right. Thank you for that, ma'am. And by the way, who is your internet provider? Spectrum. Okay. So, did you call Spectrum prior calling us? Just to verify if you have active internet connection with them. Mhm. And they said that uh your modem is working?
04:00
Speaker 1
But, um, is a third party, whatever. And I told them and they gave me me this number. [silence] yeah. What's your name? [silence] Oh. [silence] Why, why, why, why?
05:00
Speaker 2
Okay. Okay, all right. All right, ma'am, So yes, since modem is working, it could be that your Linksys router is not communicating with your modem. That is why you're unable to go online. So there's a need for us to verify the settings of your router. Okay. So I want to check in our system, your Linksys router E 8450 is already out of warranty. And that just means it's no longer covered for free technical support. Okay, but however, we can give you two options for that. Okay, we do have a website. This is for free. That would be support.linksys.com. You can find their articles on how to reconnect and connect, and then on top of that, you can also access their forum where their experts can answer your questions. Okay, this one is free. This one is the first option.
05:00
Speaker 1
Anyway, what is it? What is it support okay okay okay no, I'll just
06:00
Speaker 2
Figure, support.linksys.com. But, linksys.com. Yeah that's our website, yes. So you can find the related articles. Um, regarding your issue. And you can also take advantage of our AI tool at the bottom right. So you can ask our AI agent how to set up E8450. All right? Now the second option is our paid connect service, which will cost you $[REDACTED_PAYMENT_DIGITS] That's [REDACTED_PAYMENT_DIGITS] It's a one time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes. Okay. And it has [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting. And this service ma'am is non refundable. Okay? So we would be able to walk you through the process, but there's a fee for the service and that would be $[REDACTED_PAYMENT_DIGITS] So how would you like us to proceed?
06:00
Speaker 1
I'll just try the other way, if not I'll just uh I'll just get one from them. Alright, thank you. Huh. you too. Bye-bye. Wow.
07:00
Speaker 2
Okay. All right, ma'am, not a, not a problem, you can always give us a call back, and you can try the website first, that would be support.linksys.com. All right, Miss Angela. So, thank you again. Yeah, thank you for calling Linksys, this is Epi, you do have a great night. Take care, ma'am. [silence]
07:00