V2 Rubric Detail — 9c3d8e4c-79ac-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 02:36
Duration
16m 57s
Contact
Bryce Well
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00136114
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350 - vacuum cleaner cannot connect
⚠ 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: Avoidance/Evasion — agent failed to perform any on-call troubleshooting despite the issue being within scope for basic configuration support (DNS, ports, 2.4GHz), instead deferring to a future callback without justification.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership5.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to resolve or meaningfully troubleshoot the connectivity issue, providing inaccurate technical information regarding DNS and ports. While ownership and next steps were handled adequately, the lack of diagnostic effort and incorrect dismissal of configuration settings constitutes Avoidance/Evasion, warranting auto-zero. The case remains unresolved with no progress made during the call.

V1 Case Analysis

Customer unable to connect Shark robot vacuum to Wi-Fi on EA6350 router. Agent collected router details but provided incorrect DNS/port guidance and scheduled a callback for further research.

Troubleshooting Steps
  • Collected router model and serial number
  • Discussed DNS and port requirements (incorrectly)
  • Scheduled callback for further research
Key Observations
  • Agent provided materially incorrect technical guidance: dismissed DNS relevance and gave invalid port numbers (e.g., 80443, 44.4) at [06:00].
  • No actual troubleshooting was performed — no login to router, no verification of 2.4 GHz band, no check of MAC filtering or port settings.
  • Call efficiency was poor: long hold period (4 minutes), no clear structure, and agent admitted lack of tools for research.
  • Agent incorrectly characterized Shark support instructions as 'BS' and 'garbage' without validating the request, undermining customer trust.
Positive Highlights
  • Collected router model number (EA6350) and serial number (14Y20J0A528317) as requested.
  • Scheduled a follow-up callback to continue investigation, setting a clear next step.
Agent Errors / Gaps
  • Provided incorrect port numbers (e.g., 80443, 44.4) at [06:00] — these are not valid port ranges and contradict the KB guidance on port forwarding.
  • Stated DNS has no relevance to the robot vacuum at [06:00] — incorrect, as DNS settings can affect IoT device connectivity per the KB.
  • Failed to perform any concrete troubleshooting steps such as logging into the router (http://myrouter.local or http://192.168.1.1) or verifying settings.
  • Did not confirm whether the 2.4 GHz band is enabled or properly configured on the EA6350, which is critical for IoT device connectivity.
  • Did not check or advise on MAC filtering, which could block the robot vacuum from connecting.
  • Mischaracterized third-party support instructions as 'BS' without investigation — unprofessional and inaccurate.
  • Did not use the correct access method for the EA6350: the KB specifies local access via http://myrouter.local or http://192.168.1.1, but the agent did not direct the customer to this.
  • Did not reference the KB article on IoT device setup (adjacent_smart_home_iot.md), which provides guidance on 2.4 GHz band, MAC filtering, and port forwarding for smart home devices.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent deferred resolution to a future callback without providing any troubleshooting or confirmation of fix.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps were taken; agent only collected model/serial and deferred to research.
R3 Partially Met Correct resolution path conf 95%
Agent acknowledged need for research and committed to follow-up but failed to attempt immediate best-effort troubleshooting for an in-warranty EA6350.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent dismissed DNS as irrelevant without verification and misstated port list (e.g., '80443, 44.4'); no logical symptom analysis.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used (e.g., admin UI, port check) despite issue being diagnosable via local access; agent claimed lack of tool access as justification.
T3 Not Met No misinformation conf 98%
Agent incorrectly stated 'DNS has nothing to do with it' and misread ports as '80443' instead of 80 and 443; KB confirms local browser access via http://192.168.1.1 for configuration.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic control by collecting info and setting callback, but lacked clear framing and allowed long silences.
C2 Partially Met Confirmed understanding conf 88%
Agent used informal language ('BS', 'garbage') but adapted to customer’s level by summarizing; no jargon overload.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to callback without passing responsibility.
O2 Met Proactive follow-through conf 96%
Set specific callback time (5 PM ET) and confirmed contact number; clear next step established.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Decision to defer rather than troubleshoot was inappropriate — issue was within scope for L1 (port/DNS config), no escalation trigger documented.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted at time of contact.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent said 'I'm good. Relax' — minimal empathy; did not acknowledge frustration or repeated effort, but remained courteous.
X2 Partially Met Tone & rapport conf 89%
Agent matched customer’s conversational tone but did not check comprehension after technical points.
X3 Not Met Overall experience conf 95%
Customer had to repeat model/serial, wait overnight, and received no immediate action — avoidable effort increase.
Call Transcript20 turns · 23 lines
Speaker 1
[KEEP_UNCERTAIN] Yeah. Yeah. Yeah, man, I can barely hear you, brother. Are you there? Yeah, yeah. How about that? How about that? Uh, yeah, what you need the remote? Okay. Uh, yes, sir. Um, uh, are you familiar with the the shark uh, robot vacuums? Vacuums. Vacuums. Um, I uh, I've been trying to
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call, may be monitored. Certain products will be supported, while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thanks for calling Linksys. My name is Nathan. May I know whom I'm speaking with? Can you hear me now? Yes. Yeah. [silence]
00:00
Speaker 1
um I've been trying to uh uh connect my robot vacuum um and I'm having an issue uh trying to connect to it. Uh there's no error. It's just um uh it's just uh let's see here. Um I I I I talked to shark and they gave me some instructions on um what I need to do as far as the uh uh I don't know I don't know what if it was EMS what was that under AOL or is that underneath uh is that under AOL? Let me see if it's under AOL. Give me just a second bro it's under AOL. No. Uh Bryce Weddle. Um
01:00
Speaker 2
What is the error that you get when you try to connect? Ok. Sure. Your name again. I didn't got it. I'm good. Relax. Yeah. It's all right. That's okay.
01:00
Speaker 1
[silence] OK, brother, I found it. So, I got off the phone with Shark Ninja, uh robotic vacuum, and, um, I couldn't connect to my phone. I downloaded the Shark app, and, um, and what we try to do is connect to the, uh, to the phone so we can control the robot outside the home or, uh, set a schedule, you know, or even find out if there's something wrong with the robot. It can, it can give us, um, instructions, you know what I'm saying? Okay, uh, no, no, I cannot connect, and, uh, and so, uh, and so they gave me some instructions here. I want to read it off to you. I, uh, I caught-[silence]
03:00
Speaker 2
Good, what is you're trying to connect? Can it connect? Can it see it?
03:00
Speaker 1
My internet service provider, but because I got a Linksys router, they were unable to help me. If it's okay with you, I'm going to read this message off to you, okay? It says, "'To ensure your Roomba can connect successfully to your WiFi network and app, please contact your internet service provider and request the following adjustments.'" Now, the service provider can't do that because they don't have a - I have my own router, but it wants me to set the DNS settings to - primary DNS to 8.8.8.8. Okay, so then it says router ports, ports. It says, "'Make sure these ports are open and not blocked,' 80, 443.
04:00
Speaker 2
Go ahead. Mm-hmm. Okay, go ahead. Mm-hmm. What else? [silence]
04:00
Speaker 1
53 55,000 plus 55 5,000 and 56 um as well as and this is we've been doing this all along uh Wi-Fi tips is use the 2.4 GHz. We've been doing that our phone our phone's been connected to the 2.4. Avoid special characters in the Wi-Fi name and password. We do not have any special characters in the Wi-Fi name or password. We do have Alfamerical numbers and letters uh and then it says make sure your robot's MAC address is blocked. You'll find it using the robot on a bar code and uh that that's that's uh irrelevant I think. I think that's irrelevant. Is it something you might be able to help me with? [silence]
05:00
Speaker 2
It will take a long time, but, yes.
05:00
Speaker 1
Okay 8888 oh the another one she was the force the DNS or the force yes okay so I'm yeah it's it uh I think
06:00
Speaker 2
we may not be able to fix it today. I need some research on this one. [silence] problem is on the ports. [silence] oh can you give me the ports again. [silence] No, no, that's the DNS. [silence] okay. Okay, let me summarize. That guy told you some garbage that's not necessarily true. [silence] okay, the DNS has nothing to do with it. 2.4, yes, it works, but you already configured it. These other devices can connect to the 2.4 also for the vacuum cleaner. They have a very old technology. They're just telling you some BS so they can sell the product. But the ports, yes, it could be valid. We can I can work on that one. [silence] Give me. This one is 80443, 44.4. [silence]
06:00
Speaker 1
53,55,055,5055,550-56 we're watching. Wow. Yeah, now let me you a question now. Let me you a question, because this it's getting late. Do you want to you want to make a courtesy call tomorrow and try to see[silence] set this up. Uh you want a gimme gimme email address. Let me give you Williams maybe uh because uh, I'm doing this I'm doing this for a neighbor. We both have uh like I told my neighbor this the bus money I ever spent buying a shark vacuum. He went out and got him one. Um but but what I'm saying is uh my ISP said I might have to download the Linksys app and I don't want to I I would assume you want to download it on the on the uh on the uh on the uh um network that is at the uh at the home where uh the robots going to be. So let me give you the home owner's uh email address. I'm I'm calling on his behalf. Um what time are you thinking tomorrow brother?
07:00
Speaker 2
uh. I'll be calling let me your email address. So I'll be in at around 5 o'clock.
08:00
Speaker 1
On the, uh, on the, uh, PM? That'd be perfect. That'd be perfect. Yes. So his his, uh, his email address, you wanna do 515? Yeah. Okay, Friersen. F-R-I-E-R-S-O-N 515@gmail.com. That's right. Yeah, Yeah, let me see if I can, let me see if I can read it. Let me get a, let me get to, uh, uh, a flashlight. Uh, it's, it's not too old of one. I mean, it's got the 2G and uh, you know, the 2.4 and the 5G. It looks like, it looks like it's right on top. It looks like a EA 6350, but I'll look on the bottom and see if there's a.
09:00
Speaker 2
Yeah. Yeah. Yeah. alright. I may need, can you give me the model of your router? and the serial number as well? Let me read it. 25g.
09:00
Speaker 1
a model number. Let's see here. Model number. There's a Mac. There's a serial number. Model. Let's see. Turn it over here so I can see it. Okay, wireless network, Linksys, wireless, uh, the password, serial number, Mac address. I don't see it model number. What do you need? Um, what number? Okay, I'm ready here. Okay. 14, Y as in yellow, 20, J as in John, 0, A as in Apple, 52, 8317.
10:00
Speaker 2
Rice, can you put me on hold? Let me go to the lab. Let me see if the connection still works if I could connect my machine because some of the EA-6300 are already obsolete. Let me see if it's still supported. You're Internet service provider is Spectrum, right? Okay. I'll give me around two minutes, I will be back. Hi bryan, All right, I got the model. Yes, we can have this one, but allow me to research on this one first. I don't have the tool right now. Okay, I'll be back by tomorrow and make sure. 6: 30 Eastern Time. Yes.
11:00
Speaker 1
Yes, sir. Five o'clock Eastern, right? No, no, I mean, you can. Uh, yeah, you can because, uh, because I'm afraid that we're gonna have to, uh, this is my phone. That's my phone number. I'm actually setting it up for a neighbor but I I got a feeling we're gonna have to set his, uh, his phone up with like a, uh, like a linksys app or something, so I wanna be on my own phone when I, when we do all that, you know what I'm saying? All right. 10-4. Okay, 10-4. You have a good evening. Okay. Thank you. Bye-bye.
16:00
Speaker 2
All right, then. I'll give you a call by tomorrow. All right, then. The number is 8230. Those last four digits. This is the number you're calling right now. Yeah. I will call on your phone and then we'll set up the app on his phone. Then that way, Josh knows you're On Terra. All right. Good, good, good. All right. Loud and clear, Bryce. See you tomorrow. Bye-bye. [silence]
16:00