V2 Rubric Detail — 87548072-6353-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 16:03
Duration
8m 44s
Contact
Edward Pavlik
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
—
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent acknowledged customer's call but disengaged without diagnosing or resolving the issue, effectively avoiding responsibility by instructing the customer to 'just give us a call' instead of providing immediate support.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership0.71/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to engage meaningfully with the customer's extender activation issue, provided no technical support or troubleshooting, and abandoned the interaction with a dismissive callback instruction. No ownership, empathy, or resolution path was established, resulting in an unresolved outcome and clear avoidance of support duties.

V1 Case Analysis

Customer (Ed Pavlik) reported a glitch activating a Wi-Fi extender and requested hand-holding due to age. Agent verified phone number, accessed account, noted prior email, but provided no troubleshooting or next steps. Call ended with vague advice to call back if needed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent verified customer phone number and accessed account, indicating some case management effort.
  • Agent referenced a prior email from a technician but did not summarize, resend, or validate its content.
  • No product model, serial number, or warranty status was collected despite relevance to extender setup support.
  • No troubleshooting steps were initiated for the extender activation issue, despite the customer's explicit request for help.
  • Call ended with no clear next steps beyond 'call back if needed,' failing to manage operational closure.
Positive Highlights
  • Agent verified customer identity by collecting phone number at [07:00].
  • Agent accessed customer record and correctly referenced a prior support interaction and email from a technician.
Agent Errors / Gaps
  • Failure to collect product model, serial number, or warranty status despite supporting a hardware setup issue.
  • No troubleshooting performed for extender activation glitch, despite customer explicitly requesting assistance.
  • Did not resend, summarize, or validate content of prior email that was referenced.
  • Provided no concrete next steps, escalation path, or self-help resources (e.g., KB article, support.linksys.com).
  • Failed to acknowledge customer’s age (83) or need for hand-holding with empathy or adjusted pacing.
  • Allowed call to end without operational closure, leaving customer with unresolved issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the extender activation issue and ended the interaction with a generic suggestion to call back later.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent did not ask for model number, extender status, or attempt to diagnose the 'glitch' mentioned by the customer.
R3 Not Met Correct resolution path conf 96%
Agent offered no resolution path—no troubleshooting, no escalation, no self-help resources beyond referencing an unverified prior email.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify symptoms, ask diagnostic questions, or determine a root cause; no logical diagnostic process was applied.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote access, admin UI, logs, or prior case details) were used or referenced despite the need for diagnostics.
T3 Not Met No misinformation conf 94%
Agent provided no technical guidance; only statement was a vague reference to a prior email without actionable details.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent greeted the customer and asked for phone number, but failed to set expectations, manage time, or guide toward resolution before disengagement.
C2 Met Confirmed understanding conf 89%
Agent used polite language ('sir'), avoided technical jargon, and maintained a calm tone appropriate for an elderly customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; dismissed the case with 'just give us a call' instead of managing the issue to resolution.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up commitments were established; customer was left to reinitiate contact.
O3 Partially Met Closure confirmation conf 90%
Agent mentioned a previous technician's email but did not reference any specific troubleshooting steps, findings, or history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation was performed and the situation did not present a clear trigger (e.g., hardware fault, repeat unresolved) requiring escalation.
E2 Not Applicable Escalation prep & handoff conf 92%
Since no escalation occurred, there is no execution to evaluate.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent failed to acknowledge the customer's age, repeat-contact history, or need for 'hand holding'; no empathy expressed.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt to the customer's emotional state or pace; interaction remained transactional despite expressed vulnerability.
X3 Not Met Overall experience conf 97%
Customer was forced to repeat effort; agent added no value, created no shortcuts, and increased burden by deferring resolution.
Call Transcript7 turns · 7 lines
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 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. You can also connect with other users for tips and guidance at reddit.com/Linksys, Facebook.com/Linksys, or the Linksys Community Forum at community.linksys.com.
00:00
Speaker 1
Good morning. This is Ed Pavlik. I've called a couple times and the nice person has given me instructions on how to activate my extender and I think I'm 83 years old and I may need a little hand holding because I've run into a glitch from your printed instructions and I don't know how to get around it. uh if you can help me uh 70.
06:00
Speaker 2
[silence] this is J. Hi can I help you today? [silence] I see. Let me just pull up your records here. Might have your phone number, please.
06:00
Speaker 1
eight, thirty-eight, two, fifty-three, one.
07:00
Speaker 2
8531 okay let me just pull up your record just a few seconds okay give me a few seconds thank you sir uh [silence] this is under mr. edward cubric yes okay
07:00
Speaker 1
Oh, I have I have a doctor call coming in. I have to take it in a moment, please. Thank you.
08:00
Speaker 2
Okay, let me just check on the, yeah, your, um... The previous technician sent you an email. Mhm? Oh, ah, yes sir, yes sir. Just give us a call sir if you need assistance.
08:00