V2 Rubric Detail — a1be207c-6695-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 19:33
Duration
5m 15s
Contact
Laila Tutundzic
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133289
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wireless Connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by citing out-of-warranty status and directing to self-service without any troubleshooting, violating the OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication2.50/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-60.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, dismissed the customer due to out-of-warranty status, and provided no resolution path. Despite a total Wi-Fi outage and customer urgency, no diagnostic steps, tools, or escalation were used. This constitutes avoidance/evasion, triggering an auto-zero.

V1 Case Analysis

Customer reports total Wi-Fi outage on EA7450 during live event; unable to use any devices. Agent confirmed model, serial, name, email, ISP (Spectrum), and out-of-warranty status. No troubleshooting performed. Directed to support.linksys.com for self-help.

Troubleshooting Steps
  • Collected model number (EA7450) and serial number (32Y0C69909778)
  • Verified warranty status (out of warranty)
  • Provided link to support.linksys.com for self-help articles
Key Observations
  • Agent did not perform any basic troubleshooting (power cycle, LED check, WAN verification) despite a clear total outage report.
  • Agent failed to acknowledge or empathize with the customer's urgent situation (live event disruption).
  • Agent correctly identified out-of-warranty status and provided the correct self-help URL (support.linksys.com).
  • Agent collected full customer details (name, email) and confirmed ISP (Spectrum), supporting case documentation.
  • No attempt was made to verify router lights, reboot sequence, or modem-router handoff, which are standard first steps even for out-of-warranty devices.
Positive Highlights
  • Accurately collected product model (EA7450) and serial number (32Y0C69909778) [01:00–02:00].
  • Correctly verified and communicated that the device is out of warranty [04:00].
  • Provided the correct and relevant self-help resource: support.linksys.com [05:00].
  • Collected customer name (Loyla) and email address, supporting case documentation [02:00–03:00].
  • Confirmed the customer's ISP as Spectrum, providing useful context for future troubleshooting.
Agent Errors / Gaps
  • No technical troubleshooting was performed for a reported total Wi-Fi outage. Basic steps like power cycling, LED verification, or WAN/modem check were omitted, which are safe and expected even for out-of-warranty devices [04:00–05:00].
  • Lack of empathy or acknowledgment of the customer's frustration about missing a live event [01:00].
  • Did not confirm router status (LEDs, power, internet connectivity) before ending the call [04:00–05:00].
  • Failed to guide the customer through a basic power cycle or check for modem/router sync, which are low-effort, high-value steps.
  • Did not clarify whether the issue might be with the ISP or modem, despite confirming Spectrum as the provider.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any outcome — only directed customer to website without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were taken; agent skipped reboot, LED check, or local access attempt despite total Wi-Fi failure.
R3 Not Met Correct resolution path conf 96%
Agent used out-of-warranty status as a reason to stop helping, violating OOW best-effort standard requiring real troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent correctly identified 'no Wi-Fi' as symptom but failed to ask diagnostic questions about power, lights, or modem connectivity.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used — agent did not attempt remote diagnostics, guide to http://192.168.1.1, or suggest wired test despite total network outage.
T3 Met No misinformation conf 99%
Agent accurately stated device is out of warranty and provided correct URL: support.linksys.com.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic call flow by collecting info, but failed to set expectations or control the interaction toward resolution.
C2 Partially Met Confirmed understanding conf 85%
Agent used standard terminology but did not adapt to customer’s confusion or emotional urgency about World Cup.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abandoned ownership by immediately deferring to self-service without attempting to resolve or escalate.
O2 Partially Met Proactive follow-through conf 87%
Agent provided a next step (visit website) but no timeline, follow-up, or confirmation of ongoing support.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
No escalation offered despite complete Wi-Fi outage and no troubleshooting — a warranted escalation was missed.
E2 Not Met Escalation prep & handoff conf 94%
Escalation was not executed; customer was left without a path to human support despite unresolved critical issue.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent ignored customer’s emotional context (World Cup game) and expressed no empathy or acknowledgment of frustration.
X2 Not Met Tone & rapport conf 91%
Agent continued scripted data collection despite customer’s confusion and urgency, failing to adapt tone or pace.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial/model details and was sent to self-service with no agent-side actions taken to reduce effort.
Call Transcript10 turns · 11 lines
Speaker 1
I'm calling my wife by I don't have time for this. My old photo guys. I have the vote my old photo my old photo. I don't know. I don't know. Imagine about the. Hi, I'm calling because my Wi-Fi is not working and
00:00
Speaker 2
[silence] [silence] Welcome to Linksys Support. [silence] To ensure quality service, your call may be monitored. [silence] For in warranty products, our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register.linksys.com. [silence] Please have your device serial number ready. [silence] For assistance, press 1 now. [silence] For out of warranty products, [silence] paid support may be available [silence] depending on your issue. [silence] To hear more about your service options, [silence] press 2. [silence] Please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. [silence] For out of warranty products, [silence] paid support options may be available depending on the issue. [silence] Thank you for calling Linksys. This is Z P. How can I help you? [silence]
00:00
Speaker 1
My house. Um I'm confused why I'm just wondering if you could get this fixed. Because there's a world cup game right now that my team's playing for. And I'm not able to watch it on the TV because of my Wi-Fi. none. All of my devices. Like not even my phone works. Yeah, let me. Okay, one second. Um. Um, serial number is three two "Y" as in yellow one zero "C" as in cat six nine nine zero nine seven seven eight. [silence]
01:00
Speaker 2
OK, so your wireless is not working. Um is it just your TV which is not connected right now or all of your wireless devices? OK, all right. So there's really a need for us to verify the settings of your Linksys router. Can you have the model number and the serial number, please? Just try to look underneath, uh,
01:00
Speaker 1
let me see one second where would that be?! Oh, model E A E A as today. 7450 [silence] L.A. L.A LA Encheck tz Kuzik TTU, N.D.Z.I.C. Last name first name at gimcoma.
02:00
Speaker 2
Okay, so let me just check this serial number and do you see any model number? So, let me just check how the models look. Uh, Okay. All right, let me just create a record. Can I have your name? Last name? And your email address, Lila? Okay, your last name again is spelled as T for Tom, U, T for Tom, you Silent.
02:00
Speaker 1
N, Z, Z, as in dog, Z as in zebra, I, C as in cat. I'm sorry. What was that? Um, I think it's like, for what? For the, I don't, I don't remember. I have seriously no clue. I think, I think it's spectrum, spectrum. Yeah.
03:00
Speaker 2
Uh, um. Convic@ohIO, Okay, at gmail.com. And Who is your internet provider? Who is your internet service provider? Wait. Where did you get the modem from? Is it, Is it from Spectrum? Comcast? Verizon? Spectrum. Okay.
03:00
Speaker 1
I have no clue. [silence] My dad has no clue. [silence] That's my dad's problem. [silence] I'm just trying to see why it's not working online, [silence] because I've never had this problem before. [silence] I don't think so, no.
04:00
Speaker 2
All right, so, yeah, here's the thing. As I've mentioned earlier, since you don't have a wireless connection, so there's a need for us to verify the wireless settings of your router. Uh it could be that your router is not communicating with your modem, the one from Spectrum. And ma'am, based on our system, your device, the EA7450 is already out of warranty. How long have you been using this device? Mhm. Yeah, it's already. I understand. Yeah, because uh did you experience any power failure, power outage before this? Mhm. Okay. All right. So, Ms. Loyla, yes, I've mentioned, um, yeah, the the device is already out of warranty. Okay, that just means it's not longer covered for free technical support. However, we can give you two options for this. It's either you go for our website, which is support.linksys.com. You can find our articles on how to reconfigure
04:00