V2 Rubric Detail — a1f02fc2-71bc-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-27 00:10
Duration
7m 18s
Contact
Warren Gentry
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135035
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Lost Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by immediately directing customer to paid support or replacement without attempting any diagnostic steps, despite OOW best-effort expectation.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, offered no technical resolution, and dismissed the customer by recommending a new router purchase without attempting best-effort support. This constitutes avoidance of support responsibility, especially given the expectation to assist out-of-warranty customers with basic diagnostics. The interaction resulted in no progress toward resolution.

V1 Case Analysis

Customer reported loss of internet connectivity on Linksys router (out of warranty). Agent provided incorrect support URL (supportlinsys.com) and did not perform any troubleshooting despite customer confirming modem works when bypassed. Customer advised to purchase new router.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not collect router model number, which is critical for accurate troubleshooting (transcript [01:00]-[02:00]).
  • Customer explicitly stated that bypassing the router works, providing clear evidence the issue is router-WAN related (transcript [05:00]).
  • Agent did not perform any basic troubleshooting steps (power cycle, cable check, WAN status verification) despite clear diagnostic opportunity.
  • Agent provided incorrect support URL 'supportlinsys.com' instead of 'support.linksys.com' (transcript [06:00]). This is a serious accuracy failure per KB guidance.
  • Agent misnamed customer as 'Sir Barnes' despite being given the name 'Warren Gentry' (transcript [02:00], [06:00]).
  • No attempt was made to guide customer through universal_isp_modem_diagnostics.md steps, which would have been appropriate for this issue type.
Positive Highlights
  • Agent correctly identified the device as out of warranty based on serial number (transcript [04:00]).
Agent Errors / Gaps
  • Failed to collect router model number, violating protocol requirements for accurate support.
  • Did not perform any diagnostic steps despite customer providing clear evidence that the modem works when bypassed (direct violation of universal_isp_modem_diagnostics.md).
  • Provided incorrect support URL 'supportlinsys.com' (contradicts KB; serious accuracy error).
  • Misaddressed customer by name multiple times.
  • Prematurely offered paid support without attempting any troubleshooting or validating the issue.
  • Failed to leverage customer's own diagnostic (bypass test) to isolate the problem to the router-WAN connection.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; agent offered no troubleshooting and closed by suggesting customer buy a new router.
R2 Not Met Diagnostic thoroughness conf 97%
Agent acknowledged connectivity loss but performed no diagnostic steps (e.g., check LEDs, power cycle, WAN status).
R3 Not Met Correct resolution path conf 97%
Agent identified device as out-of-warranty and immediately recommended replacement instead of providing best-effort troubleshooting (e.g., power cycle, re-pairing, firmware check).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent stated router 'lost signal from modem' without asking about LED status, reboot history, or WAN connection — no logical diagnostic process followed.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote access, admin UI, speed test) were used or referenced; agent did not guide customer to http://192.168.1.1 or check WAN status.
T3 Not Met No misinformation conf 95%
Agent provided unsupported conclusion ('router lost signal') without technical validation or actionable configuration steps.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked structure; agent jumped to paid-service pitch without framing the interaction or managing transitions.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple language and repeated serial number confirmation, but failed to adapt to customer's evident frustration or confirm understanding of options.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — no troubleshooting initiated, no case follow-up promised, only suggested purchasing new hardware.
O2 Not Met Proactive follow-through conf 96%
No clear next steps provided — vague suggestion to visit website or buy new router lacks specificity or timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case 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 connectivity, resolvable at L1 with proper steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy for lost connectivity; tone was transactional and dismissive of customer's effort.
X2 Not Met Tone & rapport conf 92%
Agent maintained a flat, scripted tone despite customer's pauses and uncertainty, failing to adjust pace or engagement level.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number multiple times and received no actionable help, increasing effort unnecessarily.
Call Transcript16 turns · 16 lines
Speaker 1
Hi, I have a Linksys router and um I've lost connectivity. Can you hear me? Okay.
00:00
Speaker 2
Welcome to Lynxus Support. To ensure quality service, your call may be monitored with respect for performance and hardware issues when they are in warranty. Register your product by visiting register.linxsis.com please have your device serial number ready for assistance. Press one now. For out warranty products, paid support may be available. Please have your device's serial number and contact information ready if unhelpful kindly call bag later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Lynxus. This is Epi, how may I help you? Yes. Yes sir, I can hear you fine. So,
00:00
Speaker 1
and that'll tell you how old it is. Okay, serial number. I photographed it so I can have in front of me here. turn number there it is. It is 29V. 10M. 24A. 01516. You know that's really nice. I I had to let it go. 29V 10M by Goodman manufacturing [silence]
01:00
Speaker 2
Yep, oh, hello, welcome to LinkedIn guest support, my name is Felcia and I'll be helping you out today, you lost the connection and you're unable to go online, wirelessly, can I have the model number and the serial number of your lynx device please, just try to look underneath it, huh? Alright, so that's two nine D, like David, one zero amazon Mary two four A for apple zero one five one six, correct, correct.
01:00
Speaker 1
no no no no D no two nine V as in Victor 10 M as in Mary 24 A is an Apple zero 1516 yes my name is Warren Gentry aw Gentry GEN try numeral seven at gmail.com
02:00
Speaker 2
Is it D for David, sir? 29 D is in David. Oh, V for Victor. OK. OK, all right, got it. And let me just create a record, can I have your name please? [silence] Warrant Gentry. OK. And your email address, sir? [silence] OK. And who is your internet provider? [silence]
02:00
Speaker 1
[silence]. [silence] Spectrum. [silence] Spectrum [silence] I I've I've moved here in the area where I'm located [silence] uh I've been here for three years and um Spectrum has been my provider during those days. So, [silence] but I've had this router for sometime, six, seven, I don't know how many years. The serial number might tell you how long it's been in service. It's not newly purchased. Yeah. It's not newly purchased. I mean, I got it probably five, six years ago.
03:00
Speaker 2
Provider? Yes spectrum, okay. How long have you been using this device? [silence] Yes sir. But we can actually [silence] um we can we can update that if you have a copy of the receipt. If this is just newly purchased, okay? We can validate your warranty. Okay. [silence] All right.
03:00
Speaker 1
more. I got you okay so right now
04:00
Speaker 2
All right, yes. Uh, because upon checking here in our system based on the serial number you've given me, sir, yeah, it's already out of warranty, okay? Because the warranty period for this device is only good for one year from date of purchase or warranty, yes. So since right now you lost connection, there's a need for you to manually reconfigure this device, okay? Uh, it seems that your Linksys router lost the signal from your modem. So it's not communicating with your modem. So, there's a need for us to check the router settings. We need to access that, all right?
04:00
Speaker 1
OK. Well, I, I perhaps could do this. The thing that Spectrum had me do is we bypassed the router and went directly to the computer and connected to that computer and.
05:00
Speaker 2
[REDACTED_PAYMENT_DIGITS] wireless router or an [REDACTED_PAYMENT_DIGITS], which is your linksys device and you can also take advantage of our AI tool at the bottom right. So the website is support. linksys. com. That is our first option. Our second option is the uh paid connect service. All right this will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment of $[REDACTED_PAYMENT_DIGITS] and this will last for [REDACTED_PAYMENT_DIGITS] minutes or an hour of troubleshooting. So we would be able to walk you through the process but there's a fee for the service. So, how would you like us to proceed through Warren? Yes?
05:00
Speaker 1
we got service then. So it appears is the router. So I just need to buy a new one as quick as I can. [silence] okay. [silence] okay. All right. I think that I'm just going to if I think I'm just going to buy a new router.
06:00
Speaker 2
Yes. Yes. Yes, Yes, that would be another option. Um, you can upgrade your router, you can purchase a new one, a newer model. Okay. But, uh, the model the newer model, sir, is also not plug and play. Okay. You need to configure that as well. So, you need to make it work with your modem. Okay. But the thing if you have a new router, um, it's it's it's in warranty. So, you'll get free technical support for that. Okay. Yes. So, you could you could try our website for, sir, Warren. Mhm. Okay. All right. That's not a problem, Sir Barnes. So, you can always visit our site supportlinsys.com. So this is end of the audio.
06:00
Speaker 1
Thank you. Bye-bye. [silence] Now, I need to find a way to cut it off.
07:00
Speaker 2
Eppy again from Linksys, sir. You do have a great night and Thank you for calling. Bye bye. [silence]
07:00