V2 Rubric Detail — 9f3b0fca-603e-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-04 17:55
Duration
13m 29s
Contact
Gaiho Chamber
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132286
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6900 reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by redirecting an out-of-warranty customer to an AI chatbot without attempting any best-effort troubleshooting, violating the OOW support standard requiring real troubleshooting attempts.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, offer technical solutions, or demonstrate ownership, instead redirecting the customer to an AI chat after confirming the device was out of warranty. Despite the EA6900 being eligible for best-effort support, no diagnostic steps were taken, resulting in an unresolved case and a critical failure due to avoidance of responsibility.

V1 Case Analysis

Customer reports Wi‑Fi stopped working after password change on EA6900; device reset but still no wireless. Agent informed router is end‑of‑life and suggested replacement or using support.linksys.com AI chat; no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not perform any concrete troubleshooting for the Wi‑Fi failure.
  • Agent focused on end‑of‑life status instead of attempting to restore wireless functionality.
  • Empathy and clear guidance were lacking; the customer was left without a functional solution.
Positive Highlights
  • Correctly identified the router model (EA6900).
  • Provided the correct support website URL.
Agent Errors / Gaps
  • Failed to follow standard Wi‑Fi connectivity troubleshooting flow (no admin login check, no password recovery, no LED verification beyond description).
  • Did not acknowledge the customer's frustration adequately.
  • Provided only a replacement suggestion without confirming warranty eligibility or offering a repair path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the Wi-Fi connectivity issue; only suggested buying a new router or using AI chat.
R2 Not Met Diagnostic thoroughness conf 98%
No actual troubleshooting steps were performed — no login attempt, reset verification, or configuration check.
R3 Not Met Correct resolution path conf 97%
For an out-of-warranty EA6900, agent should have offered best-effort troubleshooting (e.g., factory reset, web UI access), but instead dismissed support entirely.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent repeated customer’s description without asking diagnostic questions or identifying root cause (e.g., misconfiguration vs. hardware failure).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent did not guide customer to http://192.168.1.1, check settings, or verify reset procedure, despite issue being configuration-related.
T3 Partially Met No misinformation conf 92%
Agent correctly stated EA6900 is end-of-life and no longer supported, but failed to provide any actionable technical guidance for recovery.
Communication
C1 Not Met Clear & professional language conf 94%
Frequent silences, lack of structure, and no clear agenda; agent lost control and failed to guide interaction effectively.
C2 Not Met Confirmed understanding conf 93%
Agent used vague, repetitive language and did not adapt to customer’s frustration or confirm understanding of steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent immediately redirected customer to AI chat instead of taking ownership, even though basic troubleshooting was possible.
O2 Partially Met Proactive follow-through conf 91%
Agent suggested visiting support.linksys.com and using AI chat, but provided no timeline, follow-up, or confirmation of next steps.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — agent simply redirected to self-service.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy for customer’s 3-hour effort or frustration; tone remained detached and procedural.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust pace or tone to match customer’s urgency and allowed disengagement without reconnection.
X3 Not Met Overall experience conf 93%
Customer repeated device symptoms and personal info multiple times; agent did not streamline or reduce effort.
Call Transcript25 turns · 26 lines
Speaker 1
Yes. I have a device that it used to work fine. Sorry. And now it's done with doing the Wi-Fi part.
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, 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. [silence] Thank you for calling Linksys Technical Support. My name is Ellie, how can I help? [silence] And...okay, [silence] [mumble]
00:00
Speaker 1
So, do you want the information on the device? So the is that my number or S.A. number, which do you need? Okay, the the S.A. number is 130602383906.
01:00
Speaker 2
Please please continue. Yes please. Yes. Can you give me both of them sir please okay? Let me just verify if I got it correctly. That's one three H for Hector, 10609303906 and this route.
01:00
Speaker 1
Yes, it worked fine for a long time. It suddenly only works when I connect something directly to it like a TV, but doesn't do the wireless part. I reset it a few times. And the password behind it, it doesn't work anymore. And I'm having a hard time connecting anything to it wirelessly. I can't connect anything wirelessly. Okay. My name is Hairo. J-A-I-R-O.
02:00
Speaker 2
Since I see. Uh, sir. All I'm just go. I'm sorry. Yeah, of course, we are going to figure that one out. So, but before we do that one, sir, let me just go ahead and create a record for this conversation. Can I have your first name and your last name, please?
02:00
Speaker 1
chambers no j-a-i r o chambers how do you have one here you just want to yes j-a-i i
03:00
Speaker 2
Oh one moment. G G E A G A I R O. Thank you so much. And um how many links is routers do you have sir? Okay, just tool. Okay um sir guiho can I also please have your email address? e okay okay okay thank you so much okay let me just and um prior to this one sir that this router stops um working like a this did something happened [silence]
03:00
Speaker 1
So I just while changing the passwords, I guess something didn't click. That's my guess. And now when I reset the device, it doesn't reset properly because I put the password that's on in the bottom of the label, and it doesn't click. I try going through the through the app, but it doesn't. It doesn't see the the router. For the same reason. So I was wondering if. Yes, I cannot connect it to the I was wondering if you guys can send me a new one or or. because they work fine for a while. This stop working. Correct.
05:00
Speaker 2
0h. [silence] Oh, okay. [silence] Um. [silence] Okay, and then suddenly it just stops working [silence] right after you change the password, correct?
05:00
Speaker 1
yeah hold on on a chord again Oh, my whole Oh, my Internet is uh Is a spectrum probably about two years
06:00
Speaker 2
and by the way, I'm Sir Guy Ho. Who is your internet service provider? Your internet service provider. Okay. And how long do you have this router, Sir? How long would you say that you have this router? Okay, thank you so much. I did actually ask that question because I don't actually see any warranty information here. So can I use today's date, Sir? And um
06:00
Speaker 1
Okay. In the front, I see a solid, solid light on the letters, and in the back, on the letters it says, linking, the letters that are in front, they're solid white.
07:00
Speaker 2
[silence]
07:00
Speaker 1
And on the back of it, I see a solid green on the internet. And another in the, in the, on the one section is solid green. Okay.
08:00
Speaker 2
Uh-huh. Okay. Ah. Okay. So, uh by the way, sir, Guy Ho, I did check this router. So, um this router, sir, is actually like, um one of the, um routers that is already out I mean, um out of support and it's, uh this router is actually also, um reach its, um end of life. So, Linksys is not is no, I mean, Linksys is no longer sending any update.
08:00
Speaker 1
It's a lot. Mm hmm. it's not good to me. It's not good to be there. If anyone can get another one, because I didn't think it was gonna last so short life on this device. [silence]
09:00
Speaker 2
on this router, with that, you have the EA6900, so it's not receiving any updates anymore from the uh, i mean from Linksys and also regarding with its support, so we no longer support this router as well, sir. Um, well, you might uh really wanna consider getting a new router, sir. Guess if you are actually going to keep this router so as what I have mentioned, it's not receiving any updates anymore so, Linksys is no longer updating any for this router or, like you know, any whatever updates, so, and also the support of this uh router has been already ended last
09:00
Speaker 1
So, you're telling me, I just, might just go buy another one. mm. [silence]. [silence].
10:00
Speaker 2
August 24 of 2024 sir as well. Yeah. Well you might really want to consider. But if you really want this router to work, sir, how about you go to support.linksys.com. So that's the official website of Linksys. And then there is an AI tool agent that you can locate at the very bottom right corner. So click on the there will be an icon that has a uh color blue and green color combination. So just click on it and then a chat box will appear. So it it's an a it's our um AI. So it will it will also provide some troubleshooting step that you actually need for this one. [silence]
10:00
Speaker 1
[silence] Can you send me, [pause] can you transfer me to them or something? Yeah. [silence] [silence] support. [silence] Yeah, man.
11:00
Speaker 2
uh yeah uh do you have an active mobile data? okay uh go to your browser mm-hmm and then on the URL bar type in support dot link sis yes support dot linkses.com and then just hit enter.
11:00
Speaker 1
would I'd be able to talk to a real person there, or it's just all this, I have to read all this. I mean, yeah, huh. Okay. All right, I'll try that. Okay. Because I've been dealing with this router for the past three hours and nothing has happened. And I had reset it according to what I've been told and it still didn't hold the network.
12:00
Speaker 2
uhm, you need to, um, there is an, uh, AI there, sir. That you, that can assist you. Yes, yeah, it can actually also give some troubleshooting steps that uh, you can, uh, that you can use to troubleshoot your EA 6900. and, uh, maybe look for, uh, some articles from that page. Uh, type in, like, how to reconfigure my EA 6900, something like that.
12:00
Speaker 1
That's all.
13:00