V2 Rubric Detail — 9d97a412-6a89-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 20:17
Duration
12m 1s
Contact
Kathereine Atiles
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133814
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT32X reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by declaring the product unsupported and directing customer to self-service without completing basic best-effort troubleshooting required for out-of-warranty devices.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.94/5
Technical3.12/5
Communication1.25/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-44.0)

V2 Grader Summary

The agent failed to conduct full troubleshooting, incorrectly dismissed the device as unsupported, and provided no actionable resolution path. Despite identifying the symptom and suggesting one valid test, the agent evaded ownership, offered no empathy or clear next steps, and prematurely closed the interaction—constituting Avoidance/Evasion and resulting in an unresolved case.

V1 Case Analysis

Customer reports no internet (orange WAN light) on out-of-warranty WRT32XB. Agent advised testing modem directly but did not offer paid support or specific KB resources. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and identified router model (WRT32XB)
  • Advised connecting a PC directly to the modem to test internet access
  • Informed customer the router is out of warranty
Key Observations
  • Agent correctly identified WRT32XB model and out-of-warranty status (ACCURACY highlight).
  • Failed to offer paid support despite clear policy guidance (PROTOCOL miss).
  • Skipped basic troubleshooting steps (power cycle, WAN settings) per universal_escalation_guide.md (PROTOCOL/ACCURACY miss).
  • Self-help suggestion was vague ('search the net') instead of directing to support.linksys.com or a KB article (RESOLUTION miss).
  • No case number created or referenced (PROTOCOL miss).
  • Call ended without confirming resolution or setting follow-up (PROTOCOL miss).
  • Minimal empathy and no acknowledgment of customer frustration (COMMUNICATION miss).
Positive Highlights
  • Accurately collected serial number and identified WRT32XB model.
  • Provided clear instruction to test modem connectivity by connecting directly to it.
  • Clearly communicated warranty status and lack of formal support coverage.
Agent Errors / Gaps
  • Did not offer paid support after confirming out-of-warranty status (violation of universal_paid_support_workflow.md).
  • Skipped Step 1 of universal_escalation_guide.md (power cycle modem/router).
  • Failed to direct customer to specific KB articles or support.linksys.com (RESOLUTION miss).
  • No case management discipline (no HappyFox case created).
  • Ended call without confirming resolution or setting a callback/escalation.
  • Provided only vague self-help suggestion instead of concrete next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not restore internet connectivity or provide a resolution path; closed with customer directed to self-service only.
R2 Partially Met Diagnostic thoroughness conf 90%
Suggested connecting PC directly to modem to verify ISP service, but skipped basic steps like power cycling or checking physical connections.
R3 Not Met Correct resolution path conf 95%
Declared router unsupported due to age without confirming warranty status or offering best-effort troubleshooting; dismissed customer instead of guiding through setup.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (orange internet light) and asked for serial number and ISP, but failed to ask about recent changes, reboots, or cable checks.
T2 Met Appropriate tools / resources used conf 85%
Recommended a valid diagnostic method (direct modem connection test) appropriate for the issue and within L1 scope.
T3 Partially Met No misinformation conf 90%
Correctly stated the WRT32XB is out of support, but misnamed it as 'WR2X' multiple times, risking confusion.
Communication
C1 Not Met Clear & professional language conf 95%
No clear framing of process; gave contradictory statements (router works vs. unsupported); lost control by ending abruptly.
C2 Partially Met Confirmed understanding conf 85%
Used plain language but repeatedly mispronounced/misnamed model (WR2X), and did not confirm understanding after key instructions.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Transferred no responsibility; told customer to search online instead of guiding through resolution or documenting case.
O2 Not Met Proactive follow-through conf 95%
Provided no specific next steps, timeline, or follow-up plan—only a vague suggestion to Google the model.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Did not escalate, and none was warranted—the issue was within L1 scope and could have been resolved with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No acknowledgment of customer frustration over no internet; no empathy expressed for inconvenience.
X2 Not Met Tone & rapport conf 90%
Maintained detached, scripted tone; failed to adapt to customer’s repeated attempts to clarify and express concern.
X3 Not Met Overall experience conf 95%
Made customer perform redundant effort: connect PC to modem, then search online for support—neither step was agent-assisted.
Call Transcript20 turns · 22 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to **links** is 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 **to** links.ink support link is dot.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. [silence] To hear more about your service options, press two. [silence] If you're experiencing issues with your links product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to [garbled] 60 minutes of phone support with our technical specialist. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support. [garbled] support Ленин [garbled] [silence] Thank you for calling. Axis, I guess. Alright. Thank you, guys. [silence] [silence]
00:00
Speaker 1
My name is, sure, my name is Catherine with a K, K-A-T-H-E-R-R-I-N-E. Ati Les, A-T-I-L-E-S. Yes. KATSMImIAU1 at Yahoo dot com. [silence]
02:00
Speaker 2
Right, Catherine. Your email address is [silence] [silence]
02:00
Speaker 1
K A T S M I a U one at Yahoo.com. and yet that's correct. Optimum. Sure. theory number two two C as in cat one one.
03:00
Speaker 2
Great, thank you. Who's your internet service provider? Can you provide me with the serial number of your Linksys router, please? Okay, I think we have enough for now. Let me take you to the right team. We're going to have our Linksys expert contact you directly. Thanks for contacting us. Goodbye.
03:00
Speaker 1
60 two 802 225. Yes. No, no. [REDACTED_CARD_NUMBER][silence] 22 Twoce and Charlie. 11 602 802 02
04:00
Speaker 2
So, it's 22C for Charlie. 1160-62-6028225. Sure.
04:00
Speaker 1
two two. [silence] WR12 Yes. [silence] that that is correct. [silence] is there a way I could go on to [silence] link his website and [silence]
05:00
Speaker 2
All right, thank you Catherine. So the serial number you provided to me corresponds to your Linksys router model WRT32XB. This is the only Linksys router you have? No these bad duck okay. And no other Linksys product, only this WRT32XB. All right.
05:00
Speaker 1
You know, um, no I can't, I can't, I have no internet. I'm sorry, go ahead. Well, I connected it to the modem, but the router is showing no internet. It's showing an orange internet light, so that tells me there's no internet.
06:00
Speaker 2
Your router is not it's disconnected at this moment, right? The, uh, light indicator for internet is not showing any, uh, signs of, um, light activity.
06:00
Speaker 1
I just finished speaking with them. According to them, the modem is working.
07:00
Speaker 2
So, maybe, uh, your router, uh, is disconnected. Or it could be that you have no internet, uh, connection from your modem. Uh, optimum. Uh, it could be, uh, an internet service interruption or an internet outage from your modem. Have you, um, considered checking on your internet service provider if they have an outage or an internet interruption? I see. Um, to verify, uh, that there is really an internet coming from your modem, we have to connect a computer [background conversation] to your [background conversation].
07:00
Speaker 1
All right. OK, I think we could say. OK. [silence] So with the motor of the mode. OK. [silence] Mm-hmm. Go ahead. I'll just go ahead, I'm sorry.
08:00
Speaker 2
you can connect directly to your Optima modem to confirm that there is really an internet coming from your modem because sometimes the internet connection line is okay but when it comes to the modem provided by your internet provider there is an issue there so to verify that they are really that there's really an internet coming from your modem you can connect a computer it if you have a desktop computer. Connect it to your modem. Yeah. So that you can Mhm. So once once So once you connect your desktop computer directly to your Optima modem Uh try to open a web page. uh page by visiting Itunes.com. Make sure that you open the internet explorer.
08:00
Speaker 1
Okay. Okay, how would I do that? Right. [silence] Okay. Is there a newer one that I could get them? Okay. Okay. Okay. Okay. Okay. Okay. So, let me. So, then my my choice seems to be just to go get a new router. That's
09:00
Speaker 2
You seem to like... Way too long. And this router, uh, Catherine is an old, very, very old router type from Linksys. And uh... Yes, uh, you can actually search the net and type in the model number of your router, which is WR2X. And uh, P, from the search result I could provide you a user guide for that WR32X router of yours. Because this Linksys WR router, uh, Catherine, since it's already out of warranty, uh, it's also reached its end of support. So we no longer provide support for this router. Okay?
10:00
Speaker 1
seems to be the best. Okay, so let me go on, then I can go online and I can just look up Linksys, Linksys and then enter into Linksys the WRT2X. Correct? And then that'll just give me the support? Okay, then I can . Okay. Okay. Okay, let me try that. All right. Thank you so much. I appreciate that. Okay, thank you. Thank you. Thank you so much. Bye bye.
11:00
Speaker 2
Um, no, uh, your router is still working. It's just that it needs to be reconfigured, but uh, we cannot provide you free assistance because your router is no longer supported by our technical support. Yes. Yeah. It will, it will provide you some search results if you open a Google and you just click on the model of your Linksys. All right? Okay. All right. Thank you for calling Linksys. Catch you in and take care. Goodbye.
11:00