V2 Rubric Detail — 9f694d2a-637e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 21:11
Duration
18m 47s
Contact
No Name
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132685
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: setup new device_EA7430
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Discourtesy – agent dismissed customer’s issue due to device age, incorrectly denied free support eligibility, and offered a paid service without attempting resolution, violating both empathy and policy standards.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-58.0)

V2 Grader Summary

The agent failed to provide any troubleshooting or technical assistance, incorrectly stating that out-of-warranty devices receive no free support—contrary to Linksys policy. Instead of guiding the customer through setup, the agent immediately suggested returning the device and offered a $15 paid session, resulting in no resolution and a dismissive customer experience.

V1 Case Analysis

Customer attempting to set up ~4-year-old out-of-warranty router. No model confirmed. Agent advised device is unsupported due to age and lack of firmware updates. Offered one-time $15 paid support. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not confirm the router model despite having the serial number, missing an opportunity to verify product family and support status definitively.
  • No troubleshooting steps were attempted, even basic ones like power cycling, accessing web UI, or checking LED status.
  • Agent provided a clear rationale for why the device may not work (outdated firmware, potential modem conflicts) and offered a concrete next step (paid support or upgrade).
  • Call remained polite and structured, with agent maintaining control and explaining limitations clearly.
Positive Highlights
  • Agent clearly explained the limitations of using an outdated router, including lack of firmware updates and potential modem conflicts (15:00–16:00).
  • Agent set accurate expectations about warranty status and support options, including the cost and limitations of paid support (17:00).
  • Agent maintained a calm, professional tone and did not rush the customer, allowing space for questions and concerns.
Agent Errors / Gaps
  • Failed to look up or confirm the specific model number using the provided serial, which is a protocol miss for product-specific support.
  • Did not perform or suggest any basic troubleshooting steps (e.g., reset, web UI access, LED check) even though the customer was attempting setup.
  • Did not offer any self-help resources (e.g., KB article, setup video, myrouter.local guidance) after declining free support, limiting customer's ability to proceed independently.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered paid support and suggested returning the device but did not resolve the setup issue or provide a working configuration path.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed—agent did not guide customer through power cycle, WAN connection check, or local login despite the issue being initial setup.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated no free support is available for out-of-warranty devices, violating OOW best-effort policy which requires troubleshooting even if device is old.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked for serial number and purchase date but did not identify specific symptoms or perform logical diagnosis—only declared device old and potentially incompatible.
T2 Not Met Appropriate tools / resources used conf 94%
Agent pulled up device record but did not use any diagnostic tools (e.g., firmware check, remote login guidance, WAN test) despite the customer needing setup help.
T3 Not Met No misinformation conf 97%
Agent incorrectly claimed out-of-warranty devices receive no free technical assistance, contradicting KB policy that mandates best-effort troubleshooting regardless of warranty status.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations or guide the interaction—conversation lacked structure and devolved into vague warnings about device age.
C2 Not Met Confirmed understanding conf 93%
Agent used technical assertions without checking understanding; no adaptation to customer’s confusion or beginner level was made.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent immediately deferred to paid support instead of taking ownership and attempting resolution, violating customer ownership principle.
O2 Not Met Proactive follow-through conf 95%
No clear next steps were given—only a suggestion to return device and upgrade, with no actionable guidance for current setup.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue was basic setup, not requiring higher-tier support.
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 minimal empathy—only said 'I'm sorry' once and framed the problem as customer’s fault for having an old device.
X2 Not Met Tone & rapport conf 93%
Agent maintained a scripted, transactional tone and failed to engage or adapt to customer’s evident confusion and frustration.
X3 Not Met Overall experience conf 94%
Customer was forced to repeat purchase context and offered a paid solution instead of receiving immediate, free troubleshooting assistance.
Call Transcript9 turns · 10 lines
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 the issue.
00:00
Speaker 1
Hello, how are you doing? I'm trying to install uh one of your devices, uh my uh PC here.
13:00
Speaker 2
Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you for today? Oh, I'm good, sir. Thank you so much.
13:00
Speaker 1
Uhm, I can tell you what I have. You can tell me if you get a help me out here. You need a serial number? Okay, it's 35 LZ in Lima 10 MZ in Michael 22 CZ in Charlie 00894. Is it got a mac? What? Yes, yes, first time. Yeah, I got it at this store. It's pretty old, isn't it?
14:00
Speaker 2
Oh, yes, sir. Can you provide it to me, please? With this device, sir, let me— it's okay already. I was able to pull up a record for this device. Let me confirm, sir, for this device, is this the first time you're going to use it or it was working fine before? Uh, did you recently purchase this device?
14:00
Speaker 1
How old is it, do you know? Is it worth even using? No, I don't know. I never used it. I've trying to put it on here. Um It's four years old. Is that? Yeah. Um, could you kind of help me go through to put it on or?
15:00
Speaker 2
Sorry. Uh, yes, sir. It's almost for-- No, sir. Um, this device is already, uh, part of our first-gen router, meaning to say, we no longer have any, we no longer have any firmware updates for your router. So, there might be a tendency that if you're still going to use this, you'll have a conflict from your modem. So, might be you'll experience dropping connection or disconnected to your network? Yes, sir. Almost four years old already.
15:00
Speaker 1
Oh, you can't do nothing, we can't do nothing with this one then. I'm gonna do it again with this one there. you can't I cannot do nothing with this one then it's no good anyway, right? yeah oh I don't know I don't know I'm nothing about that hey
16:00
Speaker 2
When did you purchase this divisor? Last week. Now, this, just, again, this is a proper expectation. If you still wanted to use this router, there is a tendency that there will be a conflict between your router and your modem. If there is a possible that you can return the device and upgrade to a higher version, that's much better, sir, so we can assist you. I'm sorry? I'm sorry, you wanted to still? Yes, sir, because this is an old router already. You- you- Do you still have a copy of the receipt for this device? Because just to inform you the router that you have is part of our oldest router meaning to say, this is already out of warranty. So, for out of warranty devices, we no longer provide free technical assistance. We- but we can provide you one-time phone support lasting for 60 minutes but there would be a fee for that and that's $15. Yes, sir. There's no guarantee that we can--Yes, there's no guarantee it will work and we cannot provide you a refund for that $15.
16:00