V2 Rubric Detail — 8e503e04-7a12-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 14:45
Duration
8m 50s
Contact
Faruk Burham
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00136174
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent disclaimed ability to support the product ('we are not trained for this router') and refused to escalate, effectively abandoning the customer despite a three-week unresolved issue — constitutes Avoidance/Evasion (B) under auto-zero criteria.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to troubleshoot, diagnose, or resolve the issue, instead dismissing the customer due to product age without attempting best-effort support. No escalation was made despite clear need, and the customer was left with no solution. This constitutes a full failure in resolution, technical accuracy, ownership, and escalation judgment.

V1 Case Analysis

Customer unable to access router admin page (192.168.1.1). Model AIR6900 (unconfirmed Linksys). Agent provided no troubleshooting, gave incorrect advice, and suggested replacement without verification or support path.

Troubleshooting Steps
  • Asked for browser (Edge) and connection type (wireless).
  • Asked about router LED (blinking white).
  • Requested serial and model numbers (captured as AIR6900 and C1160CJ401).
Key Observations
  • Agent never confirmed the device is a Linksys product (AIR6900 is not a known Linksys model).
  • No standard troubleshooting steps were performed despite the issue being covered in KB articles (universal_web_browser_setup.md, linksys_now_login_admin.md).
  • Agent provided materially incorrect information: 'no routers are available from Linksys' and 'we are not trained for this router'.
  • Warranty and support eligibility were not discussed, and no escalation or self-help path was offered.
  • Customer's issue (admin access) is a common troubleshooting scenario with clear KB guidance, but agent did not follow any documented steps.
Positive Highlights
  • Agent remained polite and professional throughout the call despite customer frustration.
  • Agent asked for relevant initial details: browser type, connection method, and LED status.
  • Agent attempted to collect customer name, email, and serial number, showing intent to document the case.
Agent Errors / Gaps
  • Failed to verify that the AIR6900 is a Linksys product before proceeding with support.
  • Did not perform any basic troubleshooting for router admin access (e.g., power-cycle, try myrouter.local, check connection, clear cache).
  • Provided false information that Linksys does not sell routers and that agents are not trained on older models.
  • Suggested replacement without confirming warranty status, eligibility, or attempting a fix.
  • Did not attempt to guide the customer through password recovery or reset procedures documented in KB.
  • Failed to collect or use the serial number for warranty lookup or model verification.
  • Did not reference or direct customer to any KB article or self-help resource.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the only solution was to buy a new router, offered no troubleshooting, reset, or configuration assistance for the existing device, and did not confirm warranty status or explore any resolution path.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about browser, connection type, LED status, and suggested wired connection and different browser, but did not verify router access, perform power cycle, IP check, or attempt firmware reset.
R3 Not Met Correct resolution path conf 95%
Agent dismissed troubleshooting due to lack of training and outdated firmware without checking warranty status, known issues, or attempting best-effort OOW support; incorrectly stated no routers available for sale when the issue was support, not sales.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptoms (can't log in, slow Wi-Fi, blinking white light) and asked relevant questions but failed to follow a logical diagnostic sequence or determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent did not attempt remote session, check admin interface, verify IP connectivity, or use logs; relied solely on customer description despite router access being central to the issue.
T3 Not Met No misinformation conf 97%
Agent claimed firmware is 'very outdated' and implies router is non-functional, but EA6900 supports local web access and firmware updates; 'outdated' does not equate to 'unfixable' per KB.
Communication
C1 Not Met Clear & professional language conf 90%
Long silences, no clear agenda, poor transitions; agent failed to set expectations or maintain control, allowing conversation to devolve into frustration without guiding toward resolution.
C2 Not Met Confirmed understanding conf 90%
Agent used unclear phrasing ('see what would party time') and did not adapt to customer’s escalating frustration or technical level; communication remained scripted and ineffective.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disclaimed responsibility ('we are not trained for this'), refused to escalate, and directed customer to purchase elsewhere instead of owning the case or pursuing any resolution path.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timelines, or follow-up commitments; only vague suggestion to buy a new router from third-party stores with no ownership of outcome.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent identified lack of training and a persistent three-week issue but failed to escalate to a higher tier despite clear need; avoidance of escalation constitutes failure.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be considered effective; customer was left without a valid escalation path or explanation.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; agent ignored customer’s frustration and repeated attempts, offering no acknowledgment of inconvenience or history.
X2 Not Met Tone & rapport conf 90%
Agent maintained a detached, scripted tone despite customer’s emotional state and did not adjust pace or style to re-engage or check comprehension.
X3 Not Met Overall experience conf 95%
Customer repeated model and serial number; agent provided no actionable fix, forcing customer to seek external solutions and increasing effort unnecessarily.
Call Transcript15 turns · 16 lines
Speaker 1
Welcome to in Link to Support. I can, can you speak Dutch or English? [silence] I have problem with my router, uh before it was working and now it's not working. and I couple times reset my router, and if I go to 192.168.1.1, uh this IP address of the router, and it want to try to install it, keeps, says it's not successful to install the router. I have this problem of already three weeks, and I can't fix it. and the if normal, the normally the Wi-Fi working but not perfect. and I want to configure my own password and [silence]
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys Support. This is G, how can I help you today? Uh just English sir. Uh just English sir. How can I help you sir? My internet is connected, but I cannot get in. I cannot open websites. Oh, uh, did it even allow you to log into your router? Uh, what model do you have? I have X8000P? Can you tell me which browser you are using? Uh edge. A. Are you currently connected by a wire or wirelessly? Wireless. Mm-hm. And is the checklist on the router to light up with solid or blinking lights? Uh like even it is turning on, but it's still blinking. In which color sir? Uh white. Uh-huh. Uh-huh. Can you please connect it on wired and see what would party time? Uh-hm. Uh-hm. Is it fast? Uh-hm. Uh-hm. Please, if being wired connect helps. Or you could try a different browser on your device also. But sir, being on wireless is a bit tiring. So, please be connected on wired for a moment to check. Uh, is there no Wi-Fi when you use your laptop? There is Wi-Fi. But the it's slow. Try logging to your router with the link given on the back of your router. Just input that and you will be logged to your router's settings. Please disregard the pop-up, just click allow access. Click advanced for security. Uh-hm. If you are on Mac, please click link extension wireless setup via cable and click that as well. Uh, which encryption are you using right now? Uh, WPA2 personal. Uh-hm. And are you on CH20 on your 2.4 gigahertz? Or CH1 on your 5. Ramnath. Um, could try using CH1 or CH11 also.
00:00
Speaker 1
um, so uh the serial number is one three, ah from Hendrick. Uh one one six zero C from CJ. Four zero one.
01:00
Speaker 2
I see. [silence] I see, got it, thank you. Can I have the serial, sir, serial number of your latest router, please? [silence] uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. [silence]
01:00
Speaker 1
correct, yeah, I also set the model number, model is AIR 6900 3.1, model is six nine, zero zero six 9, zero zero and I sent a support email but never get replied.
02:00
Speaker 2
uh-huh for, three, six, six, three, got it. Let me just uh, just uh, just uh, just uh, just uh, check-off the the gas units here, okay? Just just for a second. Uh, how about model numbers here? I'm sorry, sir. I'm sorry, what's the model here? Uh, C one.item. Okay. Let me just, just check on the device here, okay? Just just see a second. I see. Um, may have your phone number? Uh-huh, let me pull up the up here. Uh-huh. Uh-huh. Okay. Okay. How about your first and last names or? Mm-hmm. Got it. Thank you. How about your email address?
02:00
Speaker 1
So Faruk Fb. Yes. Faruk Fb 38 at hotmail.correct I hope you can help me out. Yeah. Yeah. Take your time.
04:00
Speaker 2
[silence]
04:00
Speaker 1
Zico. [silence]
05:00
Speaker 2
Ready, since we're already not trained for this. And aside from that, sir, the firmware of this router is already very outdated. So this is the reason, sir, why it won't go online or why it's having issues. Okay. So, sir, the best thing that you can do for this, since you have this issue for three weeks, I believe this is no longer working because it's already an updated one. I would suggest here for you to upgrade your router into a newer model. There are already newer models right now, like the Mesh or the Wi-Fi 6 or the Wi-Fi. Yes. Who's your internet provider, sir? Zego. I see. Okay. Okay, so yeah, that's the best thing that we can do right now, sir.
05:00
Speaker 1
What what I need to know? Upgrade yeah yeah but will you pay? Who's gonna pay you to gonna pay this you you gonna send me new one Cuz but but yeah but Cuz of your quality of the brand it's not working anymore so I need to invest a new one but that's why you don't give me one because I am calling for a issue you have to uh uh uh fix this issue I I I can't I can't I know I can buy a new one but why I'm for what I'm calling then I want to help I want to get help and it's on you how you're gonna help me with this only advice but it's not helping me it's not Yeah but
06:00
Speaker 2
uh, for you to upgrade, upgrade your yes, sir, change your router into a newer model with an updated firmware. unfortunately, sir. no, sir. we we don't have any available uh routers. you can get this in any local store. [silence] sir, unfortunately, sir, yeah, we are already not trained for this router.
06:00
Speaker 1
So it's that then my problem. I call in for my problem. And then you need to fix. So yeah, but then send me a new one. I want a new one. Yeah, it's that then my problem. I call in for my problem. And then you need to fix. So I want a new one then. Yeah, I understand, but at least you can forward my ticket to another, uh, I don't know, uh, that's fixing the thing or give me a router or a management. To say, yeah, I buy a new router is easy to say, but I wanna get fix my problem. [ silence ]
07:00
Speaker 2
But, sir, as I mentioned, sir, we are not trained for this router. That means, sir, that we don't know how to fix this one because we are already not trained for this. We don't have any routers, sir. We don't have any routers that we sell on our, uh, website. You can get the routers there in Amazon or any local store.
07:00
Speaker 1
So who gonna fix for me? butter... [silence] [silence] [silence] [silence] [silence] [silence] [silence]
08:00