V2 Rubric Detail — 8f5f9228-74a3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 16:48
Duration
8m 21s
Contact
412-559-3225
Issue Type
VPN
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Discourtesy – agent displayed a dismissive attitude, offered no empathy, and ended the call without assistance.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication1.25/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.71/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the issue, offered no meaningful troubleshooting or alternatives, dismissed the customer’s business needs, and showed no empathy or ownership. Technical inaccuracies (mischaracterizing LRT214 as a switch, recommending irrelevant Wi-Fi 7 routers) compounded the failure. The call ended with no path forward, warranting auto-zero for discourtesy.

V1 Case Analysis

Customer requested a replacement for LRT214 with VPN/DMZ/Ethernet capabilities. Agent confirmed the product is discontinued and provided no alternative, escalation, or next-step, ending the call unresolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not collect serial number, warranty status, or confirm eligibility for support.
  • No alternative Linksys product was suggested despite the customer's clear requirements.
  • Agent incorrectly stated that Linksys only offers Wi-Fi 7 routers, which is misleading — MR series and other wired-capable routers exist, though not with identical LRT214 features.
  • Lack of empathy and no escalation or next-step offered after confirming the product is unavailable.
Positive Highlights
  • Agent remained polite and used the customer's name (sir) throughout the call.
  • Agent attempted to verify product availability before responding.
  • Agent stayed on the call and did not prematurely disconnect when the customer expressed intent to leave.
Agent Errors / Gaps
  • Failed to follow protocol for gathering required product information (serial, warranty).
  • Did not provide any viable replacement recommendation or escalation path.
  • Misrepresented current product line by claiming only Wi-Fi 7 routers are offered, which is inaccurate and undermines trust.
  • Did not acknowledge the customer's frustration or provide a clear next-step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent confirmed no replacement exists and offered no alternative solution, RMA, escalation, or customer education.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for ISP and model confirmation, then conducted internal research for 2–3 minutes to verify product availability — a minimal but observable diagnostic effort.
R3 Not Met Correct resolution path conf 90%
Agent concluded product unavailability without offering best-effort troubleshooting or explaining options for out-of-warranty needs; dismissed customer with no path forward.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the need for a business-class router with VPN/DMZ and four ports but did not probe requirements or validate feature parity.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used internal research (tool) appropriately to verify availability but did not use it to explore workarounds or alternatives.
T3 Not Met No misinformation conf 95%
Agent incorrectly identified the LRT214 as a 'manageable switch' and recommended Wi-Fi 7 consumer routers for a wired business VPN need — materially inaccurate.
Communication
C1 Not Met Clear & professional language conf 90%
Long silences, repeated prompts, and no steering toward a solution; agent lost control and failed to frame or guide the interaction effectively.
C2 Partially Met Confirmed understanding conf 80%
Agent used plain language and repeated key points but did not adapt to customer’s frustration or confirm understanding of technical needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent ended the call after stating product unavailability with no follow-up, transfer, or ownership of the customer’s need for a path forward.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up commitments were provided; call ended without resolution path.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff observed; this appears to be a first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 85%
Customer expressed intent to switch vendors due to lack of product — a valid trigger for escalation — but agent did not escalate despite reasonable L1 work being done.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation was performed, so execution details cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy or acknowledgment of customer frustration; remained dismissive when customer said 'you’re forcing me to switch'.
X2 Partially Met Tone & rapport conf 85%
Agent maintained calm tone but did not adjust pace or emotional tone in response to customer’s growing frustration and repeated statements.
X3 Not Met Overall experience conf 95%
Customer repeated model and requirements multiple times due to lack of confirmation or documentation; agent did not reduce effort by summarizing or streamlining.
Call Transcript14 turns · 15 lines
Speaker 1
Hello. I currently have a Linksys L-R-T. 214 device I'd like to replace it. What do you have in your product line that would be a replacement for that product?
00:00
Speaker 2
Welcome to links this 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 devices serial number and contact information ready. [silence] Hi, thank you for calling Linksys. This is G. How can I help you today? [silence] Hello. Hi, sir, how can I help you today, sir? [silence] [silence] I currently have a Linksys LRT214 device [silence] I'd like to replace it. What do you have in your product line that would be a direct replacement for that product? Uh-hun.
00:00
Speaker 1
verizon. I currently have an internet connection. I currently have an LRT 214 that is the connection. I need to replace the LRT 214, which is a linksys product with something similar, and I'd like to do it from linksys. Okay? Do you have a product similar to the LRT214 or not? Yeah, LRT Larry Robert Thomas 214. There's also a 224 but I have the 214. [ silence ] Okay. Do you have a product similar to the LRT214 or not? LRT Larry Robert Thomas 214. There's also a 224 but I have the 214.
01:00
Speaker 2
Usually, who's your internet provider? Borzone. Okay, so you don't have internet connection. Phone your thing. Okay. I'm sorry, sir. What's the model, sir? LRT. Mhm. Let me just check, sir. [silence]
01:00
Speaker 1
So you guys have dropped out of that marketplace. Yes, but what? Okay, do you have something similar that would provide me a DMZ? Two WAN connections and VPN connectivity.
02:00
Speaker 2
okay this is a business class业 b n v ow der sir unfortunately we don't have this kind of unit anymore sir yes for uh this type of diviser we don't have it because what we have right now sir are Wi-Fi 7 Wi-Fi 7 not VPN routers okay let me just check sir okay just give me [silence]
02:00
Speaker 1
Uh, yeah, the LRT martar has open VPN built into it. It has four ports and a DMZ port. I want to replace that piece of equipment with something similar. I don't need Wi-Fi in that because I have separate access points that hang off of my switch. I just need something to front end the switch. Fit between the internet provider and my switch and provide VPN DMZ capabilities and and access to the internet. So you're forcing me to switch to another, I'm switching to another company then because you don't make that product. Just so you're aware. You're telling me linksys doesn't provide that product line anymore. You're directing me to another company, to do business with.
03:00
Speaker 2
You please give me a couple of seconds. VPN right? Um. Unfortunately, we don't have that kind of router anymore, sir.
03:00
Speaker 1
No. So you don't have any you don't have anything with VPN capabilities. You don't have anything with four for Ethernet ports, one of which could possibly be rigged as a DMZ. You don't have anything to do that in a wired environment. Do you have any VPN tunnels? doesn't necessarily have to be open VPN. I could I could go with another VPN if it exists.
04:00
Speaker 2
I'm not saying that you, uh, uh- it's actually up to you, sir, because we don't have any device that, uh, has the feature that you need. We do have Wi-Fi seven, sir, but we don't have We do have routers here with four ports, but other features, sir, we don't, like VPN, open VPN tunnel. [silence] [silence] [silence] [silence]
04:00
Speaker 1
Yes, one of the, two of the ports will connect to a switch. One will be for wired connections, one will be to pass our Wi-Fi data. You know, on a separate VLAN. and I need a port to connect to, and the device that will be a DMZ device. an OpenVPN, and, and a VPN capability so I can connect to my devices remotely and service them without having to go into the office. Just like the LRT214 gives me. Okay. Sure.
05:00
Speaker 2
Okay, what you're looking for sure is a standalone device, right, with four ports? Hmm. Okay, let me just OK, just hold on, sure. I just need to check on this this device that I'm I'm checking is capable of that feature. Just give me two to three minutes. Thank you, sir. Hello, sir. Hi, sir, thank you so much for patiently waiting, sir. I was able to confirm, sir, uh, this LRTW 214, uh, this is a manageable switch. And unfortunately, sir, we don't manufacture switches with this feature anymore. Even route with the same features.
05:00
Speaker 1
So you just got out of that marketplace. Oh, that's weird. Okay. All right, well, I'll guess I'll look for some other company then to uh purchase my equipment from. All right, goodbye.
08:00
Speaker 2
Okay, sure. [silence] Goodbye, sure. Have a good day, stay safe.
08:00