V2 Rubric Detail — 9c5efc28-7018-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 22:04
Duration
14m 34s
Contact
Eduardo Gonzales
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134678
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Single device has unstable connection
⚠ Auto-Zero applied: Avoidance/Evasion – agent failed to perform any troubleshooting or diagnostic steps, redirected customer to self-service and paid support despite OOW best-effort requirement to assist with setup, Wi-Fi, and firmware issues.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent declared the device out of warranty and offered only website articles and a paid service, performing zero troubleshooting. Despite the customer’s clear issue with TV streaming freezes, no power cycle, firmware check, or router setting guidance was provided. This constitutes a clear case of avoidance, violating the OOW best-effort standard and resulting in an unresolved case.

V1 Case Analysis

Customer reports intermittent Wi-Fi causing TV streaming freezes. No model number provided. Agent gave incorrect support URL (support.Linksist.com), incorrectly stated device was out of warranty, and offered only paid support; customer declined. Issue unresolved.

Troubleshooting Steps
  • Asked customer to verify wireless settings via incorrect website link (support.Linksist.com)
  • Suggested changing Wi-Fi channels without guiding customer through process
  • Offered paid-support session for deeper troubleshooting
Key Observations
  • Agent provided an incorrect support URL (support.Linksist.com) multiple times [05:00, 10:00, 13:00]. This URL is not listed in the KB and is a clear technical error.
  • No router model number was collected despite repeated requests and opportunity [01:00, 02:00]. This violates PROTOCOL and hinders accurate troubleshooting.
  • Agent stated the device was out of warranty without proper verification or asking for receipt, despite customer stating recent purchase [05:00]. This is contradicted by the KB guidance on warranty verification.
  • No concrete troubleshooting (power-cycle, WAN check, channel scan) was performed, violating the KB's troubleshooting flow for Wi-Fi connectivity issues.
  • Customer was offered paid support without a proper diagnosis and declined. The KB emphasizes providing self-help paths for out-of-warranty customers, which the agent failed to do.
Positive Highlights
  • Agent asked for serial number and attempted to verify it [01:00].
  • Polite tone and repeated offers to help [13:00, 14:00].
  • Attempted to clarify customer's setup with multiple TVs and Roku devices [08:00, 09:00].
Agent Errors / Gaps
  • Provided incorrect support URL (support.Linksist.com instead of support.linksys.com) — violates ACCURACY and PROTOCOL [05:00, 10:00, 13:00]. The KB clearly states the correct URL is support.linksys.com.
  • Failed to obtain the router model number — violates PROTOCOL [01:00, 02:00]. Model identification is critical for accurate troubleshooting per the KB.
  • Provided inaccurate warranty status without requesting receipt despite customer stating recent purchase — violates PROTOCOL and ACCURACY [05:00]. The KB requires receipt verification for warranty claims.
  • Did not perform any basic troubleshooting steps — violates PROTOCOL and EFFICIENCY. The KB outlines clear troubleshooting steps for Wi-Fi connectivity issues, none of which were followed.
  • Repeated generic advice without confirming results or access capability — violates EFFICIENCY and COMMUNICATION. The agent did not guide the customer through accessing the router settings.
  • Did not create or reference a case/ticket number — violates PROTOCOL. Case management is a standard support process.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered only self-service website and paid support without resolving the TV freezing issue or confirming any outcome.
R2 Not Met Diagnostic thoroughness conf 90%
No diagnostic steps performed; agent skipped power cycle, firmware check, or router access guidance despite customer having phone access.
R3 Not Met Correct resolution path conf 85%
Agent declared device out of warranty and refused troubleshooting, violating OOW best-effort standard requiring real diagnostic attempt.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify root cause, ask targeted questions about Wi-Fi band, signal strength, or interference, or assess router status.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use available tools: did not guide customer to http://myrouter.local via phone, skipped power cycle, ignored firmware and channel settings.
T3 Partially Met No misinformation conf 80%
Agent correctly noted device may be out of warranty and mentioned wireless channels as a possible factor, but gave no actionable steps.
Communication
C1 Not Met Clear & professional language conf 85%
Agent provided no structure, allowed long silences, and repeatedly redirected to website without controlling the flow.
C2 Not Met Confirmed understanding conf 85%
Agent used technical terms like 'wireless settings' without simplification and mis-gendered customer; failed to adapt to low-tech user.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent avoided ownership by immediately deferring to website and paid service instead of attempting resolution.
O2 Not Met Proactive follow-through conf 90%
No specific next steps, timeline, or follow-up commitment; customer left to navigate support site alone.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'I'm so sorry' once but did not acknowledge repeated TV freezing or customer frustration empathetically.
X2 Not Met Tone & rapport conf 85%
Agent maintained a scripted, one-size-fits-all tone and did not adjust pace or language for customer's limited technical ability.
X3 Not Met Overall experience conf 90%
Agent increased customer effort by requiring navigation of support site and consideration of paid service without simplifying process.
Call Transcript30 turns · 30 lines
Speaker 1
Jess, man. I got a Linksys router.
00:00
Speaker 2
Welcome to Linksys 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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is in B. How can I help you?
00:00
Speaker 1
But around, around four months ago, I think. Yeah. Less. And they tell me it's not working fine. For my TV. Oh, man. Skin. Okay, let me, let me see if I could. Okay. Serial number. You want the whole deal. Okay. F S L N 30 30 K 10 M2 1 C 0 8 1 5 9.
01:00
Speaker 2
okay, all right, sorry, can I have the model number and the serial number of your linksys device? yup, just try to look underneath it yes, the serial number. can I have it please? [silence]
01:00
Speaker 1
Uh, yeah, the first three of 30K. Uh, yes, yes.
02:00
Speaker 2
Okay, let me just verify that. sir, if I get it right, that's 30K for Kites, 10M for Mary, 210608159. Yes, 30K for Kites. Okay. Okay. So, sir, uh, you mentioned that you just purchased this device, uh, what was it for? [silence]
02:00
Speaker 1
Roughly, I think. No. I wish I could, but no, no, I don't. I wasn't aware about this. I called Spectrum and they said, no, it's your router, but I wasn't aware that, you know, whatever it is. They gave me the number. Eduardo Gonzalez, ma'am. Let me spell it. E-D-U-A-R-D-O. Yes, ma'am. It's gum-Sales, 523 Hotmail.com. [silence] No. I wish I would, but no, no I don't. Oh, I thought I wasn't aware about this. I called Spectrum and they said, no, it's your router, but I wasn't aware that, you know, whatever it is. Then they gave me the number. Eduardo Gonzalez, ma'am. Let me spell it. E-D-U-A-R-D-O. Yes, ma'am. It's Email Gum Sales, 523 Hotmail.com.
03:00
Speaker 2
four months ago. Do you still have a copy of the receipt, sir? Okay. All right. Yeah, cuz if, yes. All right, let me just create a record, sir. Can I have your name? Thanks. I'm sorry, uh what's your first name again? Okay, Eduardo Gonzalez, right? And your email address, sir? Mm-hmm.
03:00
Speaker 1
well, roughly. whoa. Yeah, four to six months, somewhere there. What's on the warranty? How much of the oh you earn? Oh, yeah.
04:00
Speaker 2
[silence]
04:00
Speaker 1
it's a it's on and off that's that's what's what's that's what's happening yes it freezes according to spectrum I got their cable I call them first they said their most
05:00
Speaker 2
but it shows on our system that the device is already out of warranty. So for us to validate, since you've mentioned that you you only had it for four months, for us to validate the warranty, we need to have a copy of the receipt, Mr. Mr. Gonzalez. Yes, sir. So, um, since you don't have the copy of the receipt, sir, we can give you two options for this. Okay. It's either you go for our website, which is support.linksys.com. Okay. So right now you don't have internet, right? The internet is not working on your link. Is that correct? Oh, the, the, uh, the uh, the connection is on and off, so it's not stable.
05:00
Speaker 1
It's got to be your, your modem, your router. Okay? And you're watching the TV and it freezes for 10 seconds and it comes back on and then it freezes and then you get blurry and then it freezes and then it works fine for a minute, you know, screen and then it freezes. When I say it, you know, according to these people, yeah. No. No, phone is working fine. I don't, I don't have, No, No. I don't have a laptop. I don't have a computer. I only got a phone. And
06:00
Speaker 2
I'm so sorry. I didn't catch that. So they oh, I see. Mhm. Okay. So there is a lag. Okay. All right. So what about your other devices that happens on your your wireless TV? What about your other wireless devices like phones or your laptop? Um are are they doing the same thing? Okay. Is it difficult to diagnose it with your laptop?
06:00
Speaker 1
phone is working fine. Yes. Yeah. And then according to them, the two guys, they took the router. I don't know. I got a box of right now.
07:00
Speaker 2
So your phone is just fine. It's just a smart TV or wireless TV, okay? Okay. Well, if that is the case, sir, your smart TV has connection issues. Your smart TV is using a like a fire stick to connect to the wireless or it has a built in wireless adapter. [silence]
07:00
Speaker 1
It's unable to complete request, we're sorry, something didn't work quite right. Please try again later. And then you put okay. And you want to watch, but it'll work. Hold on. This what's happening? I got two TVs that have Roku. Those I haven't tried. Yes, I do. Well, I got, I'm not too from, I got four TVs, man. I got four TVs. Okay. Two are smart TVs. Okay. And they work with a box.
08:00
Speaker 2
Oh, you have Roku. So, you can access Roku to both of your TVs or just one TV. Is that
08:00
Speaker 1
Spectrum gives me the other two, the Roku, yeah, the Roku. I haven't tried those yet. But the two are having the same issue. We're sorry, Wiso Blue is currently unavailable. Please try again later. And let me, let me change channels, then it happens to all the channels. Let me see. Program unavailable. This is what I'm getting. Sorry, channels currently unavailable. Please try again later.
09:00
Speaker 2
Okay, so So you mentioned that you have two smart TVs and the other, I mean four all in all, so the two is using the Roku and then the other one is, uh, the the the other two are smart TVs. Now, are they having the same issues? It's not smart TVs. Okay. They're having the same issues. All right.
09:00
Speaker 1
Sorry channel is currently unavailable. [silence] everything is unavailable at least for right now. [silence] Let me try another channel. [silence] [silence]
10:00
Speaker 2
okay, well, maybe the, well, maybe the, uh, connection right now on the smart TV, um, is, I'm not sure if it if it's connected to your wireless network. This, uh, there's a need for us to verify the wireless settings of your Linksist router, Mr. Gonzalez. Okay. And, yeah, uh, as I mentioned earlier, this router is already out of warranty because that is based on the system. Um, so what we can offer is our website, which is support.Linksist.com. You will find their articles on how to verify the wireless settings of your Linksist router.
10:00
Speaker 1
[silence] No no no. Okay, no. No, what I did right now, ma'am, just for look yeah, I will. I'm not good, for the computer, so I don't even have a laptop. But let me let me excuse I did with when you ask me for the model number. I had to disconnect the router because it doesn't have enough didn't have enough spring, you know, connection. Disconnected it so I can turn it turn it in the back and look at at the bottom serial number, at the serial number. And I'm I connected it back on. And I don't know if it's if it take a
11:00
Speaker 2
Okay, you can actually make changes on the on the security as well as the wireless channels. Okay, you can also take advantage of our AI tools are at the bottom. Right. So yes. And uh, yeah, that's the first option.
11:00
Speaker 1
It's just, it's in the back on. Because it says that there's no internet connection. Let me OK
12:00
Speaker 2
Mm-hmm. Okay. Yeah, so yeah, so what you- you did is you unplug the power of the router and yes, as I've mentioned, as I mentioned earlier, sir, there's a need for you to verify the wireless settings. It could be that the channel, you may need to change some channels there, okay, in order for your wireless TV to have a stable connection. And-
12:00
Speaker 1
Okay. Okay.
13:00
Speaker 2
again, you may refer to our website. If you want, you can go to support.linksys.com. You will find their articles on how to on how to access the router settings and make changes from there. And aside from that, sir, you can also take advantage of our AI tool at the bottom right. Okay? So you can ask our AI agent how to, um, to make your connection more stable. Okay? Or to how to improve your wireless connection. Especially if you're using wireless TV, cause wireless TVs need, um, more bandwidth. Okay? It requires a lot of bandwidth, especially if you're, you're streaming videos. Okay? So that's the first option, sir. Our second option is the paid connect service. Okay? And this will cost you $15 lasting for 60 minutes of troubleshooting. So,
13:00
Speaker 1
No. No. Okay. Uh, now, no, I, I, I'm not good at websites. Uh, let me see what I can do. Okay. Yeah, now, I don't have any in the uh. Yes. Yes. Okay. Appreciate it, man. No problem.
14:00
Speaker 2
If you want, you can try our website. First, sir, which is support.linksys.com. Okay. All right. Yes. Since you have your phone, yeah, you can try it. You can try to access it using your phone, sir. That would be support.linksys.com. Okay. Thank you so much for your time, Mr. Gonzalez. This is Eppie again.
14:00