V2 Rubric Detail — a3239604-6f19-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 15:38
Duration
11m 24s
Contact
Marie Gideon
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134465
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided proper troubleshooting, misdiagnosed the device, and evaded responsibility by falsely declaring it end-of-life without verification.

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 Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform basic diagnostics, misidentified the router model, falsely claimed it was end-of-life, and offered no resolution beyond buying a new device. This constitutes a clear case of avoidance and evasion, resulting in an unresolved issue with no technical or customer experience standards met.

V1 Case Analysis

Customer (Marie Gideon, EA5500, serial 1609506495) reports no internet since Thursday with Spectrum. Agent did not verify WAN status, perform reboots, or test connectivity. Incorrectly stated device is end-of-life and unsupported, advised customer to buy a new router without troubleshooting or escalation. No valid resolution provided.

Troubleshooting Steps
  • Attempted to collect model and serial number (eventually confirmed EA5500 and 1609506495).
  • No modem reboot or power cycle performed.
  • No speed test at modem attempted.
  • No check of router WAN status or LED indicators.
  • No access to router web interface (192.168.1.1 or myrouter.local).
  • No verification of ISP service status or bridge mode requirements.
Key Observations
  • Agent performed zero troubleshooting steps despite customer reporting a clear WAN connectivity issue.
  • Declared device end-of-life without accessing warranty database or confirming support status — violates protocol.
  • Failed to follow ISP compatibility guidance: Spectrum uses DHCP and often requires bridge mode on their gateway — no such check was made.
  • Did not attempt to access router interface or verify WAN IP, LED status, or connection type.
  • Provided no escalation path, RMA option, or KB article — only a retail purchase recommendation.
  • Misheard 'Linksys' as 'Lexus' multiple times, indicating possible ASR artifact, but agent did not correct or clarify.
Positive Highlights
  • Agent collected customer name (Marie Gideon) and email (marie33311@gmail.com) for follow-up.
  • Eventually confirmed the correct model number (EA5500) and serial number (1609506495) after initial confusion.
Agent Errors / Gaps
  • Failed to perform basic WAN diagnostics (modem test, reboot, LED check) as required by universal_isp_modem_diagnostics.md.
  • Incorrectly stated the EA5500 is end-of-life and no longer supported without verification — contradicts KB policy on support eligibility.
  • Did not attempt to access the router's web interface at http://192.168.1.1 or http://myrouter.local to check connection status.
  • Provided no troubleshooting steps despite customer having a clear connectivity issue.
  • Did not follow escalation protocol: no case created, no warranty lookup, no transfer to technical support.
  • Advised customer to buy a new router as the only solution, which is not a valid support path per Linksys policy.
  • Poor communication: repeated confusion over model/serial, no empathy for customer's outage, and failure to control call flow.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the device was end-of-life and suggested purchasing a new router without resolving the internet issue or confirming it was a hardware failure.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps such as rebooting the modem/router, checking LED status, testing speed at the modem, or verifying ISP service were performed.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly identified the model as EA5500 (EOL) when customer said EAS3500; failed to verify warranty status or attempt repair before suggesting replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms (e.g., LED color, error messages), skipped diagnostic questions, and concluded support ended without evidence.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote access, admin UI, firmware check) were used despite the need for model verification and network diagnostics.
T3 Not Met No misinformation conf 97%
Agent provided false technical information: misidentified model (EA5500 vs EAS3500) and falsely claimed EOL status without verification.
Communication
C1 Not Met Clear & professional language conf 95%
Agent repeatedly asked for the same information, failed to set expectations, and did not guide the interaction effectively.
C2 Not Met Confirmed understanding conf 94%
Agent used confusing terminology, failed to confirm understanding, and did not adapt to customer’s confusion about serial numbers.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; dismissed the issue with a generic suggestion to buy a new router instead of resolving it.
O2 Not Met Proactive follow-through conf 95%
No clear next steps were given—only a vague recommendation to purchase a new device from retail stores.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Escalation was warranted due to unresolved internet outage, but agent failed to escalate after minimal effort.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for customer’s multi-day outage; response was transactional and dismissive.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pace to match the customer’s frustration and confusion; remained robotic.
X3 Not Met Overall experience conf 95%
Customer repeated serial numbers multiple times; agent failed to reduce effort by clarifying which number was needed.
Call Transcript21 turns · 22 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.links.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 your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimum non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.links.com.
00:00
Speaker 1
Good morning. This is Roy Gideon. Hello. Hello. Yeah, I'm calling about my device. I have the Lexus. My Wi-Fi is not working since Thursday afternoon, until now. So, um, I don't know what happened to it. But we don't have internet since Thursday. Could you again please? Oh, we have spectrum.
01:00
Speaker 2
You can also connect with other users for tips and guidance at reddit.com slash r slash linksys. hi, thank you for calling, this is ela. How can I help you today? [silence] Hello [silence] yes, hello ma'am. How can I help you? I, I see. [silence] Who is your internet provider, ma'am? [silence] Uh who is your internet provider?
01:00
Speaker 1
Hello? Okay, because I didn't hear anything. So I'm just I'm I'm I'm trying to spectrum. Spectrum. Yes. It's EAS3500. No, not S. E. I said E.
02:00
Speaker 2
yes, hello ma'am. oh sorry. Yes. who is your internet provider ma'am? okay. May have the serial number of your link list, please. S-E space 3500 One, eight
02:00
Speaker 1
as effort a as Apple three 5 0 0 okay your six Thursday six Thursday yes where is that located under or let me see okay he's
03:00
Speaker 2
Okay, got it. Thank you. Let me just check the exact in a time. Okay, just give me a couple of seconds. So you don't have internet connection right now, am I correct? Since Thursday. I see. Okay. May I have the serial number of the Linksys, please? On the bottom of your Linksys router, ma'am. [silence] Hm.
03:00
Speaker 1
I give you three different numbers. You choose which one you need. The one I give you before, I give you a number, I give you a number, the one I give you before. It E as Ethan, a as L as F as 3500. And the first one I give you. That's the model. Okay. The other one, which number, because there's three different things under the, uh, under the model. But I don't know which one you want. Tell me how, what number starts at the
05:00
Speaker 2
Okay. How about the the just the a as Fnedma. Just the serial number of the lens is please. I'm not so sure about that ma'am but the. Yeah, that's the model. Yes, ma'am. That's the model number ma'am. [silence]
05:00
Speaker 1
The beginning number, you guys, that's, there's one starts with 37-230-9312, then there's another one start with C, then there's another one start with 35, 81-0728. There's three different number, whichever one you want. Okay, the last one is 35, 81-0728. Okay. Let me give you another one. Let me give you the first one. The first one is 12. You hear me? I said 12. See, I that 108.
06:00
Speaker 2
Okay, can you read to me the last one Ma'am, the last um number. Uh, no, Ma'am, this is not the serial number. Hmm. Yes, yes.
06:00
Speaker 1
1-6-0-9-5-0-6-4-9-5. And again, and that's uh. Yes. Yes.
07:00
Speaker 2
Okay, let me just check if the exact device mimic. Just give me a couple of minutes more. Okay, EA5500, right? Yes EA, I'm sorry. Um, EA5500.
07:00
Speaker 1
four zero seven two one eight one zero six zero My first name is Marie. My last name is Gideon. E D E O N. My email is Marie 333 11 at gmail.com or you can use my husband email Dominic 33311 at gmail.com, but says if you look here right now, use my email. Yeah, I give you two email. It's Dominic Dominic 33311 at
08:00
Speaker 2
Okay, while we wait, ma'am, may I just ask for your phone number in case we get disconnected. Hmm? Okay. How about your first and last name? Okay. How about your email address, ma'am? I'm sorry. Hmm? Okay.
08:00
Speaker 1
Yeah, but since it's not here right now, we can use my more effective 3311@gmail.com. Sorry. Repeat again. So, is that working anymore?
09:00
Speaker 2
Speaker 1: Uh huh. Okay. So, based on the information I have here, ma'am, that you are using that router, E.A 533500, and it shows here that this unit, ma'am, is actually part of our end of life and end of support devices, which means that we no longer support this router, ma'am, and the possible reason why you're not, why this is not working anymore is because it's already an effective unit. Anyways, ma'am. Yes. Yes, yes, ma'am. Unfortunately, [silence]
09:00
Speaker 1
O. K. So what I can do if I need a new one? OK, so. um, spectrum, send me a wire if, um, spectrum send me a wire to still can connect with this, right.
10:00
Speaker 2
Yes, possibly this is because of the firmware that is no longer updated. If you need a new one, ma'am, if you want it rush, you can get it from any local stores like Best Buy or Walmart. But if you're not in a hurry, you can just look for it in Amazon. I believe Amazon is cheaper than the local store, since that will be more faster.
10:00
Speaker 1
Is the company, the Internet company, send me one? It's still gonna work? Why? Okay then, thank you for letting me know. Okay, thank you. Okay.
11:00
Speaker 2
It is, ma'am. Yes, that will work. Yes, ma'am. You're welcome, ma'am. You're welcome, ma'am. Have a good day. Stay safe and bye-bye.
11:00