V2 Rubric Detail — a090a124-602e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 16:01
Duration
6m 46s
Contact
Bobbie McCoy
Issue Type
Escalation Request
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00131955
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_E1200
⚠ Auto-Zero applied: Avoidance/Evasion – agent refused to provide out-of-warranty support and redirected the customer to an AI chatbot without offering best-effort troubleshooting, violating the OOW standard in the rubric.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to provide any meaningful support for the customer's 'no signal' issue, citing only the E1200's out-of-warranty status. No troubleshooting, tool usage, or diagnostic questions were performed, and the customer was dismissed to an AI bot. This constitutes a clear avoidance of responsibility and failure to meet the required best-effort standard for OOW devices.

V1 Case Analysis

Customer Bobby McCoy reported no signal; agent identified router as E1200, declared out of warranty, and directed to AI chatbot without troubleshooting.

Troubleshooting Steps
  • Attempted to collect serial number (incorrectly)
  • Verified customer name
Key Observations
  • Agent misidentified the product model and serial number.
  • Repeated the same script multiple times without progress.
  • Provided no technical troubleshooting for the no‑signal issue.
  • Failed to follow proper out‑of‑warranty handling (no paid‑support offer, no proper escalation).
  • Lacked empathy and clear communication.
Positive Highlights
  • Agent confirmed the customer's name.
Agent Errors / Gaps
  • Incorrect model identification (E1200) without verification.
  • Incorrect serial number handling and mis‑hearing of 'Linksys' as 'lynx'.
  • Repeated script loops and redundant confirmations.
  • No troubleshooting steps performed for the reported no‑signal problem.
  • Improper out‑of‑warranty protocol – no paid‑support option offered, only AI chatbot.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent stated 'we cannot longer provide you any technical support' and offered only an AI bot, leaving the no-signal issue unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed; agent only asked for serial number and immediately declared product out of warranty.
R3 Not Met Correct resolution path conf 95%
Agent refused assistance solely due to OOW status without attempting best-effort troubleshooting, violating OOW standard in rubric.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions about 'no signal' symptom; no root cause identified or relevant details gathered.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (web UI, speed test, logs) used; relied solely on serial number lookup without further investigation.
T3 Not Met No misinformation conf 90%
Agent inaccurately claimed no support can be provided at all for OOW devices and used nonsensical phrase 'old classic type of link to your radiator'.
Communication
C1 Not Met Clear & professional language conf 90%
Agent failed to frame interaction, set expectations, or maintain control; repeated same statement without structure.
C2 Not Met Confirmed understanding conf 90%
Used scripted, non-adaptive language; did not confirm understanding or adjust to customer's confusion about numbers and support path.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Abdicated ownership by directing customer to AI bot instead of attempting resolution or self-help guidance.
O2 Not Met Proactive follow-through conf 90%
Only next step was to visit website AI; no actionable steps, timeline, or follow-up commitments provided.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Escalated to AI bot without valid trigger; issue was a basic setup/connectivity problem resolvable at L1 with best-effort support.
E2 Not Met Escalation prep & handoff conf 95%
Escalation was merely a website referral; no team, details, or timeline communicated—fails minimum execution standard.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent opened with apology ('I'm sorry to hear about that') but became dismissive and unhelpful after warranty check.
X2 Not Met Tone & rapport conf 90%
Agent remained scripted and impersonal despite customer frustration and confusion; no adaptation in tone or pace.
X3 Not Met Overall experience conf 90%
Customer repeated serial numbers multiple times and was redirected to AI bot, increasing effort unnecessarily.
Call Transcript14 turns · 14 lines
Speaker 1
Yeah, I haven't seen TV all week.
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's 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 two. 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. [silence] Thank you for calling Linksys. This is how can help you.
00:00
Speaker 1
Khan box hooked up it says week or no signal I have three numbers I'm not sure which one is which 1 0 8 oh [silence] I have one box I have three numbers I was wondering which one is the number [silence]
01:00
Speaker 2
I see. I'm sorry to hear about that, ma'am. May I know the serial number of your Linksys product? Okay, the- Okay, the- How many Linksys product do you have, ma'am? So, since you only have one Linksys product, then I only need that one Linksys product serial number.
01:00
Speaker 1
1082 20615 17531. I have another number. C80719F204G8. 61172418hs
02:00
Speaker 2
of the lynx is product you have there that's the serial number of your lynx's product can you check silence
02:00
Speaker 1
Uh huh. 531. Yes.
03:00
Speaker 2
All right, so your Linksys product is model E 1200. It's the serial number again is 1080613758. Is that correct? So that's the serial number of your Linksys product or router. Now, let me just verify again, Ma'am. Your name is Bobby McCoy? All right, Bobby. So your product apparently is already out of warranty. So we can now longer all right, so your Linksys product is model E 1200. It's the serial number again is 1080613758. Is that correct? [silence] So that's the serial number of your Linksys product or router. Now, let me just verify again, Ma'am. Your name is Bobby McCoy? All right, Bobby. So your product apparently is already out of warranty. So we can now longer
03:00
Speaker 1
No transcribe content found for this query
04:00
Speaker 2
yes. um, um, as I've mentioned a while ago, Bobby, your Linksys router is no longer supported. It's already out of warranty. So we cannot longer provide you any technical support. And since you are a previous agent already send you an email, then you just follow the guidelines. Um, if you still want assistance,
04:00
Speaker 1
[silence] How do I get to the person you're talking about? How do I talk to the person? [silence]
05:00
Speaker 2
you can go to our linksys site and access our linksys AI agent for assistance. Because our technical support rep could no longer provide you any support with regards to your router because your router is already out of warranty and your router is an old classic type of link to your radiator. It's no longer supported. We don't provide any more support on this. Okay. Pardon. As I've mentioned, we no longer support your router. So we cannot provide you in
05:00
Speaker 1
You said I could go and get the information from somebody else. Just, just why was I, just hold on, that's why, hold on, that's why I was asking you why should I go? Thank you.
06:00
Speaker 2
I said, ma'am, that you can go to our site because there is an AI agent there. It's an AI. It's not a live person. It's an AI like a chat bot. An automatic bot. Visit our links. Links is site, linksys.com. You're welcome. Thank you for calling Linksys.
06:00