V2 Rubric Detail — a5839812-643e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 20:06
Duration
5m 33s
Contact
Erica
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00130237
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Warranty Inquiry_RE6300
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided technical engagement, failed to troubleshoot, and effectively abandoned the call by focusing only on data entry without progressing toward resolution.

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
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provided technically inaccurate information, and demonstrated no ownership or empathy. The interaction consisted of repetitive data collection without diagnostic progression, resulting in a complete failure to advance resolution. Auto-zero triggered due to avoidance of technical support responsibilities.

V1 Case Analysis

Customer reports persistent poor internet for two weeks; requested technician. Agent collected LN1100V2 model, serial, ISP (cable), and contact info but provided no troubleshooting, gave invalid URL (register.Lincksys.com), and offered no resolution or follow-up path.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to perform any technical troubleshooting despite a clear, urgent connectivity issue.
  • Directed customer to an invalid and potentially unsafe URL: 'register.Lincksys.com' [00:00], which is not a legitimate Linksys domain.
  • Repeatedly asked for already-provided information, including email and phone number, causing inefficiency and confusion.
  • No empathy or acknowledgment of customer frustration was offered throughout the call.
Positive Highlights
  • Accurately recorded the device model (LN1100V2) and serial number (60C20M25E03794).
  • Confirmed customer name (Eric Anderson) and email (erik@afc.com) despite phonetic spelling challenges.
Agent Errors / Gaps
  • Provided an incorrect and potentially unsafe registration URL: 'register.Lincksys.com' [00:00] — this is a critical accuracy failure.
  • Failed to acknowledge or empathize with the customer's frustration.
  • Did not follow standard troubleshooting flow for internet connectivity problems (e.g., power-cycle, LED check, WAN status).
  • Repeatedly asked for already-provided information, leading to inefficient handling.
  • Did not offer escalation, a callback, or any concrete next steps.
  • Failed to create or cite a case number, violating basic case management protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Call ended without resolution, RMA, escalation, or any actionable fix; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps performed — no speed test, LED check, reboot, or diagnostic questions asked.
R3 Not Met Correct resolution path conf 97%
Agent did not determine warranty status, product eligibility, or select an appropriate resolution path (e.g., best-effort or escalation).
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify symptoms or ask relevant diagnostic questions; no logical process applied.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used — did not access admin interface, request speed test, or verify connection status; relied solely on repetitive data collection.
T3 Not Met No misinformation conf 97%
Agent provided inaccurate information: mispronounced/misnamed company as 'Lenksus'/'Lincksys', and cited incorrect URL 'register.Lincksys.com' instead of 'register.linksys.com'.
Communication
C1 Not Met Clear & professional language conf 96%
Agent lacked call control — repeated requests for already-provided info, no clear framing, and lost direction.
C2 Not Met Confirmed understanding conf 95%
Used garbled, non-adaptive script; did not confirm understanding or adjust to customer’s frustration level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
No ownership demonstrated — failed to resolve, escalate, or follow through on retrieving prior case history.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments provided; call ended with no plan.
O3 Not Met Closure confirmation conf 97%
Repeatedly asked for model number and serial after they were given; ignored prior contact attempt.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Customer requested on-site technician; agent denied without offering valid escalation path despite reported persistent issue.
E2 Not Met Escalation prep & handoff conf 94%
No escalation executed; therefore no handoff details, team assignment, or customer notification occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
No empathy expressed; ignored customer's two-week struggle and prior failed support attempt.
X2 Not Met Tone & rapport conf 96%
Maintained robotic, mismatched tone; did not adapt pace or style to distressed customer.
X3 Not Met Overall experience conf 98%
Forced customer to repeat model, serial, phone, and email multiple times — significantly increased effort.
Call Transcript12 turns · 12 lines
Speaker 1
hello I was calling because I've been having incredibly bad internet problems for the last two weeks uh and I called you guys
00:00
Speaker 2
Welcome to Lenksus 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.Lincksys.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. 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 Lincksys. This is sorry. Let me help you. [silence]
00:00
Speaker 1
I thought you guys were like of a week go to get, uh, uh, to essentially talk about it and they remotely reset the internet and that fixed the connectivity issues for about a day and then it just started getting worse and worse. Um I was just just trying to figure out if I could get a technician out here to come and check out the system. Yes. Yes. Yes. No, I do not. No.
01:00
Speaker 2
Okay. All right. By the way, Sir, uh, we don't, um, offer like an in-house technician that can come to your house. Our technical support is just, um, like over the phone. By the way, um, again, we have a problem with internet, um, connection. And may I know the model number of your Linksys device, Sir? Oh, by the way, you mentioned that you called before. Do you have a ticket number or reference number? Okay. Can I have your, um,
01:00
Speaker 1
[silence] Yes, it is LN1100V2. Uh serial number is 60C20M25E03794. Correct. Uh D-Link.
02:00
Speaker 2
can you have the model number for your linksys device? And how about the serial number? Okay. Again, the serial number is six zero, C for Charlie, two zero, M for Mary, two five, E for Edward, zero three seven nine four. Who is your Internet service provider? Your Internet provider, sir.
02:00
Speaker 1
Yes. cable. I 9 4 9 2 0 2 9 3 4 9 correct. Eric Anderson E-R-I-K dot A at for AFC dot com.
03:00
Speaker 2
Is it cable connection or is it fiber optic? Alright, can I have your phone number as well? Okay, that's 949-202-9349, correct? Alright, how about your first name and last name? Okay, and how about your email address?
03:00
Speaker 1
now now uh four as in the number four yeah uh A as in apple Frank as in Frank Charlie uh no I used a different phone number
04:00
Speaker 2
Okay. Again, the email address is E-R-I-K-dot-A-for-Apple at, is it A-F-C? That's F-O-R-U-R? I said number four. And then A-for-Apple, F-for-Freddy, C-for-Charlie.com. Correct? Yes. Okay. And, um, A-N-C-ser. That's Apple Nancy Charlie or A-F-C? Okay, all right. And um, you've mentioned again earlier that you called Linus's before. Um, did you use the same phone number? Okay, can I have that phone number?
04:00
Speaker 1
29 to 0 or 2 205 9150.
05:00
Speaker 2
Okay. You guys, I can't pull up, um, any record using this, um, phone number, as well as the phone number that you provided earlier. Okay. Hold on.
05:00