V2 Rubric Detail — 8c742966-757f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 19:03
Duration
6m 27s
Contact
Elizabeth Williams
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135529
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.
⚠ Auto-Zero applied: Avoidance/Evasion — agent explicitly refused to provide any support or troubleshooting for an out-of-warranty device, directing the customer to search online instead of offering best-effort assistance as required by the OOW standard in the rubric.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent refused to provide any technical assistance or troubleshooting for a range extender, claiming no resources were available due to the device being 'end of life'. This directly contradicts the KB's provided setup procedures and the rubric's OOW standard requiring best-effort troubleshooting. The agent's refusal to assist constitutes avoidance/evasion.

V1 Case Analysis

Customer requested reset of Linksys range extender after new internet service. Agent confirmed device is end-of-life and no longer supported. No troubleshooting performed. No KB article, email, or self-help path offered. Call ended without clear next steps.

Troubleshooting Steps
  • Collected customer name, phone, and email
  • Attempted to collect model and serial number
  • Informed customer the device is end-of-life and no longer supported
Key Observations
  • Agent correctly identified the device as end-of-life based on model number (15320T) and serial (0244120P0170), aligning with Linksys EOL policy.
  • No basic troubleshooting steps (e.g., power cycle, factory reset) were attempted despite the request being a simple reset after ISP change.
  • Agent failed to offer any self-help path (KB article, email, chatbot) after confirming lack of support, violating paid_support_workflow.md guidance.
  • No empathy or acknowledgment of customer frustration was expressed, despite customer expressing confusion and disappointment.
Positive Highlights
  • Accurately identified the device as end-of-life and end of support based on model and serial information provided by the customer [04:00].
  • Collected complete customer contact information including name, phone, and email [02:00].
  • Correctly refrained from offering paid support when not prompted or required, avoiding unnecessary upsell.
Agent Errors / Gaps
  • Skipped basic troubleshooting flow for a reset request — did not advise power cycle or factory reset per standard procedure.
  • Did not offer a relevant KB article or self-help path despite the device being out of warranty — required by universal_paid_support_workflow.md.
  • Lacked empathy and did not acknowledge the customer's situation or frustration.
  • Provided only a generic suggestion to search online without specific guidance or support options.
  • Failed to confirm whether the customer could access the extender locally (e.g., via http://extender.linksys.com or http://myrangeextender.local) before declaring no support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated no resources available for troubleshooting and offered no resolution path, leaving issue unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, reset, pairing) were attempted or suggested despite customer describing a red LED and ISP change.
R3 Not Met Correct resolution path conf 96%
Agent declared device end-of-life and refused any best-effort support, violating OOW standard requiring troubleshooting attempts.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions about the red LED, setup failure, or prior configuration; skipped root cause analysis.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (admin UI, logs, remote session) were used or referenced, even though basic setup requires access to extender.linksys.com or 192.168.1.1 per universal_range_extender_setup.md.
T3 Not Met No misinformation conf 93%
Agent claimed 'no available resources' to assist, which is contradicted by universal_range_extender_setup.md which provides clear setup and troubleshooting steps for RE series devices.
Communication
C1 Not Met Clear & professional language conf 94%
Interaction lacked structure; agent made a brief statement and ended call without managing transitions or maintaining control.
C2 Not Met Confirmed understanding conf 93%
Agent used technical terms like 'end of life' without explanation and did not confirm understanding with hesitant customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disclaimed responsibility by stating inability to help and directed customer to search online independently.
O2 Not Met Proactive follow-through conf 95%
No specific next steps provided; only vague suggestion to 'search online' with no timeline or ownership.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Agent failed to escalate when lacking ability to assist, especially given customer’s clear need and confusion.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; agent dismissed concern flatly without acknowledging frustration or effort.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer's slow, hesitant pace or clarify after confusion; maintained one-size-fits-all tone.
X3 Not Met Overall experience conf 95%
Customer repeated personal info and received no actionable help, increasing effort unnecessarily.
Call Transcript13 turns · 13 lines
Speaker 2
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 products, paid support may be available depending on your issue. To hear more about your service options, press two. 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, my name is Elizabeth Williams and I ended up getting a new internet service, so I want to uh reset my um Linksys extender That's such what you call right we got a new internet uh No whenever I get a new internet service I call it and somebody will [silence]
01:00
Speaker 2
You can also connect with other users for tips and guidance at reddit.com slash r slash lynxsys. Hi, thank you for calling lynxsys. This is Regina going to help you today. Mm-hmm. And you're planning to set up your lynxsys devices again. So you, since you reset it. But is this your first time calling us for support?
01:00
Speaker 1
me to reset it. Okay. Elizabeth Williams. Correct. W-I-L-L-I-A-M-S. 252-213-6640. B. No, let's do the rocky. R-O-C-K-Y-5614 @gmail.com.
02:00
Speaker 2
okay, so can you please repeat your first name? Elizabeth, that's E L I Z A B E T H. Can you spell it for me? Your last name? William's and your callback number, Elizabeth? Okay, thank you and your email. [silence] Very short.
02:00
Speaker 1
[DOWNWEIGHT] 14 at G-mail dot correct, G-mail.com correct. between two dia is the one. Okay, I had it for a long time, so um, let me see if I can. it's a little, hold on. You can't see this little red light. that's not the normal one. If that means anything. 1 5 3 2 0 T is that an O? 1 7.0.
03:00
Speaker 2
Rocky 56 14 and then. Gmail.com, so it's Rocky 56 14 gmail.com. And what is the model number of this router, Elizabeth? Can you please provide a serial number of this router?
03:00
Speaker 1
02441... 20p 0 170 2441, correct... it's now, what did you call? T-Mobile.
04:00
Speaker 2
15320p4. Paul 017-02-441 [silence] and who's your internet service provider? T-Mobile. Now, before we proceed, Elizabeth, I would like to set an expectation regarding the status of this router. As of now, we are no longer manufactured this one and this device is already end of life and end of support. So I highly recommend that it's time for you to do an upgrade, or purchase a new one.
04:00
Speaker 1
this one is still working. I just unplugged it. It was working. I'm just changing the internet. So you're saying. I'm sorry, what were you saying? Uh-huh. Okay. already.
05:00
Speaker 2
Yeah, but as much as I really want to help you, we doesn't have any available resources which we can use to troubleshoot this range extender 'cause it's already end of support. But you can still Yes, I go ahead. Okay. As of now, as what I mentioned earlier, we are no longer manufacture this router. So it's already end of life and end of support. So as much as I really want to help you, we doesn't have any resources available that can assist you setting up this device. [silence]
05:00
Speaker 1
[silence]
06:00
Speaker 2
s or try to work around. You can try to search online if there's still available resources that you can use to set up that range extender. Okay. So thank you so much, Elizabeth, and take care. Bye for now. And can I
06:00