V2 Rubric Detail — a57bea24-659a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 13:37
Duration
7m 19s
Contact
Azeez banaole
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133095
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Auto-Zero applied: Avoidance/Evasion — agent completely avoided troubleshooting, declared device unsupported without verification, and immediately recommended replacement without attempting any best-effort resolution steps.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps for the reported slow internet issue, declared the EA17500 V2 out-of-warranty and end-of-life without verifying support status, and immediately recommended purchasing a new router. No troubleshooting, empathy, or ownership was demonstrated, resulting in a complete avoidance of support responsibility and triggering an auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer reports slow/no internet on EA17500 V2. Agent declared device out of warranty/EOL without verification, provided no troubleshooting, and advised purchase of new router. Call ended without resolution or follow-up path.

Troubleshooting Steps
  • Agent asked for model/serial number (already provided at [01:00]).
  • Agent asked for customer name and email ([03:00]).
  • Agent asked about ISP and outage history ([02:00]).
  • Agent asked about LED status ([04:00]).
  • Agent declared device out of warranty/EOL without verification.
Key Observations
  • Agent failed to perform any basic troubleshooting despite clear symptoms (flickering yellow LED suggests WAN/ISP issue per KB).
  • Warranty and EOL status declared without verification or lookup, violating protocol.
  • Repeatedly asked for model/serial after customer already provided them ([01:00]), indicating poor information management.
  • No empathy or acknowledgment of customer frustration; communication was transactional and dismissive.
  • Call ended without confirming understanding, next steps, or offering self-help resources.
  • No case was created or referenced, and no follow-up path established.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to verify WAN/modem status or perform basic connectivity tests (e.g., power cycle, ISP check) despite customer reporting flickering yellow LED, which per KB suggests WAN/ISP issue.
  • Did not confirm warranty status via system lookup; made unsupported claim about EOL status.
  • Provided no actionable troubleshooting steps despite customer reporting clear LED behavior (flickering yellow + solid green).
  • Repeatedly asked for model/serial number after customer had already provided them ([01:00] and [04:00]).
  • Failed to create or reference a HappyFox case.
  • Did not offer any self-help resources (KB articles, email follow-up, setup guides) after recommending new hardware.
  • Lacked empathy and did not acknowledge customer's reported outage or frustration.
  • Ended call without summarizing or confirming next steps, leading to abandonment.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent offered no resolution beyond purchasing a new router; issue was not resolved or meaningfully addressed.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (reboot, speed test, modem check) were performed despite clear symptoms of connectivity issues.
R3 Not Met Correct resolution path conf 94%
Agent dismissed support due to OOW status without attempting best-effort troubleshooting (e.g., reboot, firmware check, placement), violating OOW support standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent did not identify root cause or ask relevant diagnostic questions (e.g., about modem, ISP status, or recent changes beyond power).
T2 Not Met Appropriate tools / resources used conf 92%
No tools (e.g., speed test, router login, light status interpretation) were used despite their necessity for diagnosing slow internet.
T3 Not Met No misinformation conf 91%
Agent provided no technically accurate guidance—only suggested replacement without validating firmware, settings, or ISP issues.
Communication
C1 Not Met Clear & professional language conf 93%
Agent repeatedly asked for information already provided; interaction lacked structure, control, and clear transitions.
C2 Not Met Confirmed understanding conf 92%
Agent used inconsistent terminology and did not confirm understanding; failed to adapt to customer’s confusion or communication style.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent avoided ownership by immediately redirecting to product replacement instead of investigating the issue.
O2 Not Met Proactive follow-through conf 93%
No specific next steps or timeline were given—only vague suggestion to buy a new router and call back later.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was made and none was warranted—issue was within scope for L1 troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy or acknowledgment of customer frustration; interaction remained transactional and dismissive.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust pace or tone despite customer’s repeated confusion and fragmented input.
X3 Not Met Overall experience conf 94%
Customer was forced to consider unnecessary expense and effort (buying new hardware) instead of receiving diagnostic help.
Call Transcript13 turns · 14 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.linksys.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. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, please press one now. For out of Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support optional, please stay on the line. Please have your device serial number and contact information ready.
00:00
Speaker 1
Hi, I was calling because I was experiencing some issues with my device and kind of just the internet going very slow or not working at all. Yeah, so the model number it says it's EA17500 and then it says V2. And then the serial number it's 183056MJB0X.
01:00
Speaker 2
Hello, thanks for calling Linksys Technical Support. This is Charm. How can I assist you today? [silence] Apologies for that. And before we proceed, can you provide the model number and the serial number of your Linksys router? Hmm.
01:00
Speaker 1
Hello, this is ACL Luisa, 211 SSM, Sam 0 Zism Cat 804448. I'm sorry, could you repeat that? I can't hear you, It might be DirecTV. I see something from DirecTV as well. Um. Yeah, I think there was a storm yesterday, but uh, the power, nothing went out from, from yesterday. [silence]
02:00
Speaker 2
Got it. May, do you know who your Internet service provider is? I may know who is your Internet service provider. Direct TV. Okay. Is there any power outage happened before this is connected where any internet outage? I see. And how long have you been experiencing the issues, sir?
02:00
Speaker 1
since Tuesday. [silence] Tuesday morning. [silence] Nope. [silence] Yeah. Uh, the first name is Aziza. It's a is an apple, Z is in zebra. E E Z is a zebra. Last name is BA and Aziza Asayi. K O L E. [silence] Um, email address is aziza.asai@uni.edu.
03:00
Speaker 2
Sorry, since Tuesday. And did you upgrade your subscribe speed lately or change your modem? Got it. Hold on a moment here. Let me double check. Please bear with me for a moment. And also kindly provide your first and last name and also your email address for me to create a quick report for you. A-O...L-E. Got it. And how about your email address?
03:00
Speaker 1
eez nine four at gmail.com any light? I don't know. The only thing that I see like we're on the back for the internet, there's two lights. One is flickering yellow and then the other one is green
04:00
Speaker 2
I have double check please bear with me and one moment and can you tell me so is there any light status of this linksys router on top of this yeah what's the light color. I'm on top of this, sir. On top of it. Is there any light on top? yes, yeah I see the light on top alright alright
04:00
Speaker 1
how much would that cost? I would have to purchase it. Oh, I could purchase it on my own. And I would be able to set everything up as well.
06:00
Speaker 2
right here, this router that you have. This router was already out of warranty and also part of the end of life and end of support device. It means that we don't provide technical support for this device anymore and also we don't manufacture this device anymore and no updated firmware. So what I could highly suggest you sir is for you to purchase a new router, a latest one. [silence] I cannot guarantee you the once since we don't have the list of the prices for this routers but you can try to check it on the Amazon website and also check on your local stores. Yes. And the Amazon website. Yes, sir. If you have a problem setting it up, the new router, you could
06:00
Speaker 1
Okay, okay. Thank you. Thank you folks. Bye. Bye.
07:00
Speaker 2
that you will purchase. Then you can contact us back and then we can walk you through and how to do it. Right, thank you so much also, sir. Have a good one.
07:00