V2 Rubric Detail — 915eaa5e-5f64-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 15:54
Duration
21m 57s
Contact
Michael Hotwick
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132044
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Guest set to on
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent refused to provide free support for an out-of-warranty device despite policy requiring best-effort troubleshooting, and attempted to redirect the customer to a paid service instead of resolving the issue.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-40.0)

V2 Grader Summary

The agent failed to resolve the guest network issue, provided no meaningful troubleshooting, and improperly denied assistance due to warranty status, violating support policy. Communication was poor, lacking empathy, control, and ownership. The interaction constitutes avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer unable to disable guest network on EA8300; agent claimed out-of-warranty, offered $15 support, sent malformed KB link (support.linksyst.com), issue unresolved.

Troubleshooting Steps
  • Asked for serial number and model (identified EA8300 at [11:00]).
  • Asked for customer name and email for follow-up.
  • Stated device is out of warranty and offered paid support or email guide.
  • Provided malformed KB URL (support.linksyst.com).
Key Observations
  • Agent provided a malformed KB URL (support.linksyst.com) instead of support.linksys.com, which is a serious accuracy and safety concern.
  • Repeated requests for serial number despite customer providing it at [02:00] and [08:00] indicate poor note-taking or system use.
  • Agent switched between 'sir' and 'ma'am' despite knowing the customer's name (Michael), indicating lack of attention or training.
  • No live troubleshooting performed; agent defaulted to paid support without attempting basic triage.
  • Customer became increasingly frustrated due to lack of clear action and broken email link.
Positive Highlights
  • Eventually identified correct model number (EA8300) from customer description at [11:00].
  • Collected customer name (Michael O'Hotwick) and email (mike@gmail.com) for follow-up.
  • Recognized that guest network can be disabled via router UI, showing correct problem understanding.
Agent Errors / Gaps
  • Failed to verify warranty status via system before stating out-of-warranty.
  • Provided an incorrect KB URL (support.linksyst.com) — a critical accuracy and potential security issue.
  • Did not perform live walkthrough to disable guest network despite customer being on the phone.
  • Repeatedly asked for serial number already provided at [02:00] and [08:00].
  • Used inconsistent gendered address (sir/ma'am) after customer provided full name.
  • Offered paid support before offering any free self-help path like KB article or app guidance.
  • Gave no clear instructions for accessing router UI (e.g., http://192.168.1.1 or http://myrouter.local).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the guest network issue; instead offered a paid guide and closed without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
Agent did not perform meaningful troubleshooting — skipped diagnostic steps and defaulted to requesting serial number and warranty status without addressing the actual configuration issue.
R3 Not Met Correct resolution path conf 98%
Agent incorrectly refused free support due to out-of-warranty status, violating policy that requires best-effort troubleshooting regardless of warranty; instead pushed a $15 paid guide.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process — agent failed to identify symptoms, skipped root cause analysis, and did not ask relevant questions about router access or settings.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., remote access, admin dashboard, KB lookup) to verify guest network settings or guide the customer through UI access.
T3 Partially Met No misinformation conf 92%
Correctly stated guest network can be disabled via UI, but inaccurately claimed $15 fee for support, contradicting documented free self-service guidance.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure, had long silences, and agent lost control — failed to set expectations or manage transitions, especially under customer frustration.
C2 Not Met Confirmed understanding conf 93%
Agent used scripted responses and did not adapt language or tone to customer’s anger and confusion; no comprehension checks or simplification.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by deferring to a paid guide and disclaiming ability to help, rather than guiding the customer through the fix.
O2 Not Met Proactive follow-through conf 95%
Agent said 'I’ll send it to your email' with no specific timeline, follow-up plan, or confirmation of delivery, leaving customer stranded.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed minimal empathy — repeated apologies were robotic, and insistence on payment exacerbated customer frustration.
X2 Not Met Tone & rapport conf 93%
Agent failed to match customer’s emotional state — continued formal tone despite anger and urgency, leading to disengagement.
X3 Not Met Overall experience conf 95%
Customer repeated serial number and other details; agent did not reduce effort or leverage information already provided.
Call Transcript33 turns · 38 lines
Speaker 1
yeah, I'm going on my Linksys uh router and it's got it's got guests on there but it's not locked. How do you block that or take it off?
00:00
Speaker 2
welcome to linksys support. 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, sorry. Please have your device serial number ready. Hi, thank you for calling linksys support. I can help you today. I'm sorry. Sorry, may I know, who is your internet provider? [silence]
00:00
Speaker 1
Well, I think it has to do with the router, but it's got link sys on the- on the internet and there's a got gas and it's got it open. it don't have a lot it doesn't have a lock on it or nothing. And I bet people's trying to get into it. I'm missing up my internet there, but how do you lock that on my links with this? it's uh Xfinity But all that got to do with the links that's for product
01:00
Speaker 2
[silence] Who is your internet provider[silence] Sure[silence] Okay sir, can you please provide me sir the serial number of your Linksys router
01:00
Speaker 1
how you put a lock on it? it's 217 8 by 3.
02:00
Speaker 2
Yeah. Yes, hello, sure. I'll just need to check on this one, sure, okay? Uh, sorry. Um let me confirm your phone number, sure. Yes, it seems that I can't yeah, I cannot really pull up any information on this [silence] This it seems that this is the first time you call us, right? okay, I see. So that's why I cannot pull up your records, since that was a long time ago. Yes, yes, ma'am, was referring to the I see. May I have the serial number, cher, please? No, no, sir. A serial number of the unit. Oh.
02:00
Speaker 1
I have been using the for a few years, but people have been trying to get into my WIPA by that open access. I don't have that either. No, it's black. It's got the it's black with the poor antennas out of it. So if I turn, so if I go in, if I go into that private Wi-Fi address and
04:00
Speaker 2
Okey how long have you been using this device sher? How about model numbered, sir? At least a model number. Uh, I see. Is this um, like a blue router, sure? It's black. Hm, I believe. I'm sorry, sir. [silence] Okay, we can not really put um um no sure how to troubleshoot this device since we don't have any information on this. You mentioned that it's a black powder. yes it should be turned off sir by default sir that is set to open but there is a way for you to close it cuz some uh this guest network share is actually useful for some uh some um ways but yeah that's the reason why it is in that um in the feature anyways sir we can close that um feature on your Linksys router but then sure we uh you have to be with the uh device [silence]
04:00
Speaker 1
Um, I don't it says when I press off it says allow this device to be tracked by Wi-Fi networks and nearby Wi-Fi that this device is using Linksys gas, but I don't I don't want it turned off. I don't want it. I don't want it showing on my internet. So I gotta go down to I gotta go down to right there, huh? I didn't know that. You need you need the serial number to do that? I don't give a shit about that. I just want the stupid thing to let it run off. I ain't got no you got no you got to put it on there. Open.
07:00
Speaker 2
yes you can you can turn it off yes yes ma'am and I also need to confirm if this unit is out of warranty or still under warranty [ silence ]
07:00
Speaker 1
and so, and return guys is stupid, stupid mistake. That's about what I'm doing. I want to, which num, which numbers are the serial number the top numbers, okay, it's 2-1 P as in Paul, 1-0-C as in cat, 668-049-80
08:00
Speaker 2
I'm so sure. This is set to default sure. Did you try to reset your router, sure? Sure, because if you did the SN number sure underneath the router, 04980 let me just
08:00
Speaker 1
You guys can never have that let that open like that.You have a dumb thing, dumb mistake to do. [ silence ] gonna take it off or gonna lock it. [ silence ] Carrie? [ silence ] the router the routers of Linksys, it's a Linksys.
09:00
Speaker 2
yes uh like I mentioned sir this is that by default sir that's why there is an option to turn it off or turn it on but if you reset your router sir that will be set on by default you can turn it off sir by accessing the user interface what is the Wi-Fi name of your device sir like what is the Wi-Fi name of your of your router okay the name sir the name yeah the name of your Wi-Fi [silence]
09:00
Speaker 1
The the Max-Stream AC, 2200 MU MIMO tri band router. [silence] [silence] And the Xelity. [silence] Xelity Wi-Fi. [silence] Yeah. [silence] What comes on my Wi-Fi? [silence] Uh. [silence] Anti Tashaque. [silence]
10:00
Speaker 2
Yes, I'm sorry to keep on/is the Be that/where you get the guest network says on Xfinity wayfire?
10:00
Speaker 1
It's on my phone. It goes on my phone. It's Window 6. It's a [silence] 0-4-9-8-0 guest and it's not got a lock on it.
11:00
Speaker 2
Okay, but for the linkiser, what's the wi fi name for your linkis and where do you see this guest network or what name sure for the gas? Okay, got it, sure. Okay, this is an EA 8300 sir. So yes, by default, if I'm sorry, sir. By default, sir, this is set to set to on anyways, um, may I have your first and last name, sir? Yeah. Yes, sir. Okay, let me, I'm sorry, what's the the last name again, sir?
11:00
Speaker 1
Michael O'Hotwick at gmail com it's my name, all lower case, M-I-C-H-A-E-L, O-H-O-T-W-I-C-K. right. H-O-T as in hot and W-I-C-K as in wick. yeah that's what I said
13:00
Speaker 2
Okay. How about your email address, sure. Mike. Sorry. Can you repeat the last name, sure. M-I-K-E at gmail.com. Okay. I'll take. Okay, yes, I got it. Okay, sure. Uh... here's the thing. This device here, I believe you've been using this since 2018, right? Yes, yes, sure. So you have that guest network setting ever since you have this router, right? Okay. Yes, sir. Okay. Yes, I can do I can do that, sure, but then let me just set then let me just inform you that your device is already out of warranty.
13:00
Speaker 1
I don't care about that. I don't care about that. I don't care. You just you just fix it. I don't care. I don't care. Just fix it. Ain't getting no ain't getting no goddamn money from me. You're not getting no more goddamn money out. I mean, I want the thing box. Yes, yes. Well, yes, it is but three What's that? [silence]
15:00
Speaker 2
And for out of warranty devices, sir, we can no longer provide free assistance for out of warranty devices, sir. I am so sorry for that. Yes, sir, but your device is already out of warranty, sir. We can no longer provide free assistance for it. Sir, we don't have any access with your device, unlike your modem. Yes, sir. As I have mentioned, sir, I can help you with that, but since this is already an out of warranty device, it's not for free. No, sure. We do have a process. I can provide you free assistance, sir, but I can send it directly to your email, not over the phone. I can send you the Yes, it's a guide, sir. It's a
15:00
Speaker 1
[silence] don't you just tell me [silence] I don't want to do that [silence] fuck [silence] I'm
16:00
Speaker 2
A full step-by-step guide on how you can get through the user interface and turn it off. Turn off the guest network. Would you like to try that one instead? [silence] And one more thing, ma'am, actually, sir, guest network is not a threat. And they can connect to your Wi-Fi but they can't get inside your interface or your settings. But if you want to... we can go ahead with that. I can walk you through, but then again, it's not for free. It's $15.
16:00
Speaker 1
You know, 15. All right. son of a bitches. I got no. I got. Having gotten. I can't get no. My hot.
17:00
Speaker 2
If that's the case, sir, then I'll just provide you the the guide, sir, for this. I'll send it to your email. [silence] [music]
17:00
Speaker 1
Click a Gmail.com. I didn't get it. Where's it at? There's a data breach. What the heck? [silence] There was a data breach on the 5th of May 2023. Over 33,000 Google Workspace and Cloud Identifier credentials was leaked online by an anonymous user from Russia. According to new report, more than 15,000 Google account credentials were exposed to the dark web as a part of a massive data leak. notification. [silence] OK, my issue hasn't been fixed! My Gmail is not working. I can't access my Gmail on mobile. Check it. [silence] notification. [silence] Click Gmail. [silence] There was a data breach on the 5th of May 2023. Over 33,000 Google Workspace and Cloud Identifier credentials was leaked online by an anonymous user from Russia. According to new report, more than 15,000 Google account credentials were exposed to the dark web as a part of a massive data leak.
18:00
Speaker 2
I'm still sorry, sir. I'm still uh creating a ticket for you here, but just give me a few seconds more. one second. I'm sorry.
18:00
Speaker 1
Let me look. There it is. I got it. So it tells me accessing the smartphone Wi-Fi right or user interface using the logo Internet access link. Where's the access link at? Where do you get to ask?
19:00
Speaker 2
Okay, that was already sent, sir. Can you check your email, and if you need further assistance, you can call us back. Yes. Okay, so that's the full step-by-step guide on how you can get through the user interface of your router and just follow that guide sir. You'll be able to go inside the settings and manually turn it off.
19:00
Speaker 1
No, that's the only one n-u-r-e-p-y-a-a-a-l-t-o-o-1-3-2-0-44. and where in the world where do you get the access link at? Uh, I haven't really saved it yet.
20:00
Speaker 2
Yes, sir. Can you check if there's another email, sir? Check if you were able to receive another email.
20:00
Speaker 1
I haven't received anything yet uh oh there's a okay I see it support.linksyst.com/kb/Article/268-en that's where you go to ask the address uh all right Thank you um
21:00