V2 Rubric Detail — a6d7e392-7197-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 19:45
Duration
6m 4s
Contact
608-498-8001
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided full troubleshooting by citing expired warranty and immediately offering paid service and new hardware purchase instead of providing best-effort support as required for OOW devices.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the issue, avoided proper troubleshooting by citing expired warranty, and improperly directed the customer toward a paid service and new router purchase. Critical technical inaccuracies and lack of empathy resulted in an unresolved case with evasion of support responsibility, triggering an auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer reports no internet on EA 7450 (out of warranty). Agent offered paid support, suggested power-cycle, then recommended new router purchase. Issue remains unresolved.

Troubleshooting Steps
  • Offered paid-support email instructions
  • Suggested power-cycle: unplug modem and router, wait, power on modem first then router
Key Observations
  • Agent correctly identified the router model (EA 7450) and confirmed out-of-warranty status based on purchase year (2020).
  • Recommended a technically accurate power-cycle procedure: unplug both devices, wait, power on modem first, then router — consistent with KB guidance.
  • Failed to verify whether the power-cycle resolved the issue before suggesting a new router purchase.
  • Prematurely recommended hardware replacement without confirming the router was at fault.
Positive Highlights
  • Correctly identified the product model (EA 7450) and accurately assessed warranty status as expired based on purchase year (2020) and one-year coverage.
  • Provided technically accurate power-cycle instructions aligned with KB guidance in universal_escalation_guide.md (Step 1).
Agent Errors / Gaps
  • Premature offer of paid support before completing basic troubleshooting steps.
  • Failure to verify WAN connectivity after the power-cycle, violating standard troubleshooting flow.
  • Recommended purchasing a new router without confirming the root cause, which could mislead the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed internet restoration and closed by suggesting a new router purchase instead of resolving the issue.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent advised power cycling modem and router, a relevant step, but did not proceed to further diagnostics like checking WAN IP, admin login, or ISP status.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly framed warranty expiration as a reason to avoid full troubleshooting and pushed paid service/new hardware instead of offering best-effort support for OOW device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified no internet and asked about reboot and Wi-Fi name, but failed to determine root cause (e.g., ISP outage, WAN connection, configuration).
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use or suggest accessing the router admin interface (http://192.168.1.1 or http://myrouter.local), which is a basic diagnostic tool available even without internet.
T3 Not Met No misinformation conf 90%
Agent claimed buying a new router would make the customer 'back in warranty' — misleading, as warranty is per device and not transferable; also failed to correct default assumption that EA7450 supports remote management.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced options early but did not set clear expectations for resolution path or time, and allowed call to drift without control.
C2 Met Confirmed understanding conf 95%
Agent used plain language, confirmed understanding by asking about Wi-Fi name and data, and adapted to customer’s limited technical cues.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and attempted to guide the customer through steps without deflecting responsibility.
O2 Not Met Proactive follow-through conf 90%
No follow-up plan, timeline, or callback commitment was established; customer left with only a reboot step and a sales suggestion.
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 the issue did not meet triggers (e.g., confirmed hardware fault, repeat contact, legal risk).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy, failed to acknowledge frustration, and maintained a transactional tone despite customer’s repeated confusion.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust pace or tone to customer’s emotional state; continued pushing paid service after customer expressed confusion and resignation.
X3 Not Met Overall experience conf 95%
Customer was asked to perform reboot steps without guidance on how to verify success and was directed toward unnecessary hardware purchase, increasing effort.
Call Transcript10 turns · 10 lines
Speaker 1
Yeah. We don't have an
00:00
Speaker 2
Welcome to Linx's supports. 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.linx.com. Please have your device serial number ready. For assistance press 1 now. For out of warranty products paid support may be available depending on your issue. To hear more about your service options press 2. Please have your device 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 Linx's. This is me. How can I help you? [silence]
00:00
Speaker 1
Okay. Okay. Well, I don't have internet, so I don't have email. It's it's connected. [silence] . [silence] . [silence] . Okay. [silence] . Well, I don't have internet, so I don't have email. [silence] .
02:00
Speaker 2
Here in my end, it shows it's our EA 7450, this has one year warranty, which it shows here in my end, it was bought year 2020. Correct me if I'm wrong. So 2020, which means its warranty, technical assistance via a phone is no longer eligible since year 2021. What I can do to help you still with your concern is that I can send an email that email is for free, containing the uh instruction on how you can make this router back online. Aside from that, we have a paid service, which it will cost you $15 for one time troubleshooting that will last for an hour. Which one you want to proceed to? The email, or the paid service? Um, do you have data on your phone?
02:00
Speaker 1
I like I've tried my email a little while going. I can't I do. I can get texts, but I can't get emails. the, the yes I have that one. Yeah, it says 07. Yes, that's the same one. Yeah, just not at the six.
03:00
Speaker 2
um on your phone you don't have data Oh, yeah, probably your router was reset. It just needs to be set up. Can you see a Wi-Fi name link says 07275 on the Wi-Fi list. Can you see that Wi-Fi name? Link says 72. Yeah, check your Wi-Fi list. Let me just check if your router is that your original Wi-Fi name or not. I know. Okay. And prior calling, did you try already to reboot the modem and the router at the same time?
03:00
Speaker 1
okay so unplug [silence]um unplug them both and then plug in the modem first or the cable box okay. yay. [silence] okay. [silence] that's something I can try.
04:00
Speaker 2
Okay. because, uh, if there's, like, power outage or if the modems did, uh, did some updates, that's the easiest way to recover the internet, just unplug both the links and, uh, modem, and after a minute you need to turn on first the modem, wait for it to boot up before you turn on linksys. Sometimes the internet, um, is already fine after doing the proper boot up sequence. Okay? And if ever, mhm. Unplug both for a minute and it should be the modem first that needs to be turned on. And once the modem is totally up and running, you can then turn on linksys. You can try that. [silence] [silence]
04:00
Speaker 1
Okay. If not, I probably just need a new modem. Well, I'm sorry. I didn't hear that part. What was that? Okay. Okay. Okay. Oh, okay. Oh, all right. So our best bet is just to go buy a new one. Okay. Okay. Okay. Thank you. [silence]
05:00
Speaker 2
a new router indeed for you to be back in warranty and for you to have a better Wi-Fi connection. Better Wi-Fi experience. having a new router, that only means you'll be back in warranty. And not just that, you will get an experience of better Wi-Fi connection since the new router has already the new Wi-Fi technology, which means that your devices, your Wi-Fi experience at home will be really good. Uh-huh. Yeah. Yes, but, oh, Amazon. Okay. You're welcome.
05:00