V2 Rubric Detail — a17d0734-6e3a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 13:02
Duration
9m 8s
Contact
Joeben Lorena
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134228
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: poor signal strength
⚠ 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: Discourtesy – agent refused to provide free technical assistance despite policy requiring best-effort support for out-of-warranty devices, and provided materially incorrect information (wrong URL, false support restriction).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent denied support solely due to expired warranty, violating Linksys OOW best-effort policy, and failed to perform any troubleshooting or provide accurate information. The interaction lacked empathy, structure, and technical validity, resulting in a completely unresolved case with avoidable customer effort.

V1 Case Analysis

Customer cannot access Google sites on EA8100 router; agent declared out‑of‑warranty, offered paid support, gave incorrect support URL, and performed no troubleshooting.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent mis‑read the serial number and model information.
  • No troubleshooting steps were taken for the connectivity issue.
  • Agent provided an incorrect support URL (linkcis.com) instead of the correct Linksys site.
  • Agent pushed paid support without first attempting basic diagnostics.
Positive Highlights
  • Agent used a polite tone and asked for the customer's name and email.
Agent Errors / Gaps
  • Incorrect interpretation of serial number and model.
  • Failed to perform any diagnostic steps for the reported connectivity problem.
  • Provided wrong support URL (linkcis.com).
  • Did not verify the customer's ISP or WAN connection.
  • Did not confirm or collect accurate warranty information before stating coverage status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent refused to provide troubleshooting due to expired warranty and did not resolve the issue or offer a valid alternative path to resolution.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed; agent moved directly to warranty status without attempting diagnosis.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly treated out-of-warranty status as a reason to deny all support, violating OOW best-effort policy requiring meaningful troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to ask relevant diagnostic questions (e.g., ISP, device type, network setup) or identify root cause.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (e.g., speed test, router UI access, logs) were used or suggested despite clear need for diagnostics.
T3 Not Met No misinformation conf 98%
Agent provided incorrect website 'link cis.com' instead of 'support.linksys.com' and falsely claimed free help unavailable for OOW devices.
Communication
C1 Not Met Clear & professional language conf 95%
Long silences, lack of structure, no framing of process or expectations; agent lost control of the interaction.
C2 Not Met Confirmed understanding conf 95%
Agent used confusing phrasing (e.g., 'your Linksys is working fine' while customer reports access issues) and did not confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent immediately declined assistance and pushed customer to paid support without taking ownership of the case.
O2 Not Met Proactive follow-through conf 97%
Vague next steps ('ask your boss', 'use AI assistant') lacked specificity, ownership, or timeline.
O3 Not Applicable Closure confirmation conf 99%
First contact with no prior history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted; agent simply refused support.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for frustrated customer, offered no acknowledgment of difficulty, and remained transactional.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace to customer’s emotional state; interaction remained scripted and disengaged.
X3 Not Met Overall experience conf 97%
Customer had to repeat serial number and name; agent added effort by requiring callback for paid support.
Call Transcript16 turns · 17 lines
Speaker 1
I, I, oh, my God. I'm just so you, you know, you can fix it or the signal is not working for
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. 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 Ice, how can I help you?
00:00
Speaker 1
I'm using Google or something like that, I just want to fix it. Serial number is 28 and 2 0 M 1 1 C 0 1 4 8. 2 8 M 2 0, M 1 1, C 0 1 5 4 8.
01:00
Speaker 2
Right, I'm sorry to hear about that sir. May I have the serial number of your Linksys router? Pardon, can you repeat that sir? [silence] All right, let me verify again. The serial number is 28NF for Nancy. 21ST for Mike. 11ST for Charlie. 01548. All right, so your link this model is EA8100. Okay. Okay, and this is the only link that is product you have, right? Okay. So your router is working fine. It's just you have issues with it Internet speed. Sure. So your router is working fine.
01:00
Speaker 1
yeah no problem but the signal you know it's low or not working for but I'm using Google like that no yeah I think so but if I'm gonna use Google not working Yeah, that's the problem but the other apps is also not working yeah but YouTube it's fine you can use YouTube yeah that's the problem [silence]
03:00
Speaker 2
[silence] Also, you mean to say [silence] its signal strength is low, it's poor. So only when you use Google, but other sites you can access. So you mean to say you cannot access any sites? Let's see [silence]
03:00
Speaker 1
Joab. Ben. B. J-O-B. D. Yep. No. Boy. B for boy. Yep. Yep. Yep, thank you. Lorena. L-O-R-E-N-A. [silence]
04:00
Speaker 2
[silence] Let's see. All right. Could I have your name for Sir? I'll create a record for you. Could you spell your name sir? J for John, O for Oscar, E for Echo, E for Echo, V for Victor, E for Echo, L for Love, N for Nancy, B for boy E for Echo, L for love, J, O, B, E, N, your last name. L-O-R-E-N. L-O-R-E-N. E for Echo.
04:00
Speaker 1
Yep. Yep. Narenjobsand 11 Gmail.com. Yep. Yep. Yep.
05:00
Speaker 2
All right, Joe Ben, uh, what about your email address? uh, your first name Joe Ben 11 at gmail.com and who's your internet service
05:00
Speaker 1
Linqs is out there. I don't know. He asks my boss, I'm sorry. I don't know.
06:00
Speaker 2
No, Linksys is your router. Right? Your internet provider, if you. Mhm. So you don't know who's your internet provider? [silence] You don't know? Okay. So you only have a Linksys router, model EA8100. And you can access YouTube, but other sites you cannot access. All right. So, uh, we can do some troubleshooting steps with regards to your issue, but [silence]
06:00
Speaker 1
Okay. Thank you so much. I'm -
07:00
Speaker 2
Before we proceed on that Troben, I have to update you first of your Linksys router warranty status, because upon checking on our system, our records indicate that your Linksys router model EA8100, is already out of warranty. Its warranty status expired last 2023, because this is a model router you have is an old classic Linksys router, which has a limited one year warranty, so its warranty already expired. So I could not provide you free technical assistance. If you want me to walk you through the troubleshooting steps, you will have to apply for the paid Connect service.
07:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Okay. Okay, thank you so much, I appreciate it man.
08:00
Speaker 2
you're going to ask your boss first. All right. Okay. Ask your boss first, Joe Ben, and if he gives you permission to apply for the paid support, you can always call us back and we can do some troubleshooting steps with regards to your ether. By the way, Joe Ben, you can access our support site, link cis.com. If you click on support, you will see that there is an AI agent or a LinkCis support assistant. You can use that to help you troubleshoot your issue with your router, accessibility with Athar website. And that is free, so you can consider using that, okay? You're welcome. Thank you Elsa for calling Link, this is Joe Ben and take care. Have a great day.
08:00