V2 Rubric Detail — 859fd9d8-611f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 20:45
Duration
9m 7s
Contact
Ellis Weiner
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132476
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: connectivity issue
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided providing any troubleshooting for a resolvable issue (admin password lock after reset attempts), refused free support solely due to warranty status, and pushed a paid upsell without attempting a best-effort fix, violating OOW support standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, ignored the customer's technical issue (admin password lock), and refused free support solely due to out-of-warranty status—violating the best-effort standard for OOW devices. No tools were used, no empathy shown, and the only 'solution' offered was to buy a new router, resulting in an unresolved case and a clear evasion of support responsibility.

V1 Case Analysis

Customer reported slow/frozen downloads and admin password lock on EA8300. Agent noted out-of-warranty status, offered paid support, suggested replacement. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never addressed the performance problem or the admin-password lock issue.
  • Paid-support was offered before any basic troubleshooting was attempted.
  • Agent repeatedly mispronounced customer name (Ellis Wagner) as 'Alice Weiner'.
  • Agent incorrectly referred to the product as 'Lennox' (likely ASR/accent artifact, but repeated without correction).
  • No verification of warranty status via system; relied solely on model age and series.
Positive Highlights
  • Collected serial number, customer name, and email correctly at [01:00] and [02:00].
  • Provided accurate information about the EA series being end-of-life and lack of firmware updates.
Agent Errors / Gaps
  • Failed to perform any troubleshooting for the reported slow downloads.
  • Offered paid support prematurely, violating the guideline to attempt basic triage first.
  • Did not acknowledge the customer's frustration or confirm the admin-password lock situation.
  • Repeatedly mispronounced customer name despite correct spelling provided at [02:00].
  • Did not verify warranty status through system lookup; made determination based on model series and age alone.
  • Failed to offer any self-help resources or KB articles after customer declined paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the admin password lock or slow download issue; only suggested buying a new router without attempting a fix.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., factory reset, password recovery, speed test); agent immediately shifted to warranty status and paid support.
R3 Not Met Correct resolution path conf 96%
For an out-of-warranty device, agent should have offered best-effort troubleshooting (e.g., factory reset guidance), but instead refused free support and pushed paid service.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify root cause—did not ask about recent changes, test at modem, or assess if issue was device-specific or network-wide.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used—did not attempt remote access, check router UI, verify firmware, or guide customer through speed test despite diagnosable symptoms.
T3 Met No misinformation conf 93%
Correctly stated the EA8300 is out of warranty, end-of-life, and that paid support costs $15—consistent with policy.
Communication
C1 Partially Met Clear & professional language conf 91%
Collected serial number and basic info but failed to set expectations, structure the call, or maintain control when customer expressed frustration.
C2 Met Confirmed understanding conf 92%
Used plain language, confirmed spelling, and avoided technical jargon—communication was accessible.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership—declined to troubleshoot, offered no solution path, and transferred responsibility to customer to buy new hardware.
O2 Not Met Proactive follow-through conf 95%
No clear next steps given—only vague suggestion to purchase a new router; no follow-up or actionable guidance provided.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—customer did not request escalation or mention legal/complaint signals.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No acknowledgment of customer’s prior effort with AI or frustration; response remained transactional and dismissive.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt to customer’s tone or emotional state—continued pushing paid support despite customer’s uncertainty and resignation.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number and email; agent created unnecessary friction by not using verified data from API.
Call Transcript18 turns · 19 lines
Speaker 1
I'm having trouble with very slow or freezing downloads. I just went through a lot of protocols with the AI agent, so they told me to call somebody. Hello.
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 one now. For out of warranty product, please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. [silence] For out of warranty products. [silence] Thank you for calling Linksys. This is Ais. How can I help you? Uh, please. [silence] Can you provide me, sir, the serial number of the Linksys [silence]
00:00
Speaker 1
yes. Hang on. 21 P as in Peter. 10 C as in Charles. 65 9 0 6 4 5 5. That's right. yes. Pardon me? Yes, it is.
01:00
Speaker 2
all right the serial number is 21 P for Peter 10 C for Charlie 6590 6455 that correct is this your first time calling Linxis sir uh is this your first time calling Linxis all right
01:00
Speaker 1
Ellis, E-l-l-i-s. Last name Wagner, W-a-g-n-e-r. Yes. No, W-e-i-n-e-r. Yes. E-l-l-i-s W365 at gmail.com.
02:00
Speaker 2
Yes. E-L-I-S, first name. And your last name, Weiner. W-E-I-N-E-R. Weiner. All right. Thank you, Alice. Uh, may I know your email address?
02:00
Speaker 1
That's correct spectrum uh the api wanted me to tell you that the issue is admin password locked after factory reset attempts.
03:00
Speaker 2
E-L-I-S-W-3-6-5 at gmail.com. What was your internet service provider, Alice? All right, Alice. You have, your Lennox product is model ea8300. You only have this one Lennox product and no other, correct?
03:00
Speaker 1
OK. how much does that cost?
04:00
Speaker 2
Alis, I've checked your Linksys router on our system and it seems that your router is already out of warranty. Therefore, therefore I cannot provide you free technical support if you want me to walk you through the troubleshooting steps, you will have to apply for the paid support. It will cost you 15 US dollars. It's a one-time, non-refundable technical support charge that's applied for the session.
04:00
Speaker 1
Right. [silence] It's still online. [silence] No, I just wanted to access it because it's not behaving properly.
05:00
Speaker 2
technical support and there's no guarantee that we'll be able to resolve the issue you have because we don't know yet what's really the cause or root cause of your issue. But let me just clarify again Alice. Your router is or was disconnected or is it are still online? It's still online. So you just want to um access your router setting or do you want to make some changes? Right. So you want to access your router settings to check on some uh
05:00
Speaker 1
Yes, but I'm thinking maybe it's just old and I should replace it. Right.
06:00
Speaker 2
well, in fact, your router has already reached its end of life. When a router reaches its end of life, it means that it may no longer have any security or firmware updates and also it's no longer manufactured. So yes, you could upgrade your router to the latest Linksys router, but your router, as you mentioned, it's still connected. So, it's still working fine. Um, the only issue is that it's already out of warranty. We cannot provide free,
06:00
Speaker 1
I am I am again how old is it does it say when I bought it oh that's seven years that's not bad how well yeah if it's seven I'm sorry it's from the oldest one
07:00
Speaker 2
support with regards to this water. you bought it in the year 2019. So, we're already in 2026. Mhm. Yeah, and you have to know that this water is an classic legacy old water produced by Linksys because usually the latest uh Linksys water we have starts with letter MX or MR, and this one is from the oldest EA series. EA series, the EA models.
07:00
Speaker 1
Yeah. Okay. I think I'm just going to get a new one then. Right. Um, all right, thank you very much. I'm I'm just going to order a new one then.
08:00
Speaker 2
Linksys product are the oldest type or legacy router from Linksys. So, the newest Linksys Router now have the model that starts with MX or MR series. Yes, uh, but your router is still working fine. Um, you can, if you get a new one, you can actually, uh, still use this, uh, old router or give it to someone who wants, uh, to use a router. All right. All right, uh, thank you for calling. "Thanks, and take care. Have a great day. Goodbye."
08:00