V2 Rubric Detail — a8145fc2-641a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 15:48
Duration
5m 53s
Contact
906-635-1705
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by immediately citing expired warranty and offering paid support without meaningful troubleshooting, violating the OOW best-effort standard.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication1.25/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to provide required best-effort troubleshooting for an out-of-warranty device, skipped essential diagnostic steps, and abandoned ownership by pushing paid support. No resolution was achieved, and critical communication standards were unmet. The interaction constitutes avoidance, triggering an auto-zero.

V1 Case Analysis

Phone cannot connect to Wi-Fi (incorrect password). Serial provided, no model. No troubleshooting performed; agent offered paid support and ended call abruptly.

Troubleshooting Steps
  • Asked for Wi-Fi name and password source
  • Suggested password may be different from sticker
Key Observations
  • Agent never asked for or recorded the router model number ([01:00] - [02:00]).
  • No systematic troubleshooting (e.g., power-cycle, password verification, other device check) was performed.
  • Agent prematurely offered paid support without attempting basic troubleshooting ([03:00] - [04:00]).
  • Call ended abruptly with no confirmation of understanding or next step ([05:00]).
  • No self-help resources (KB article, email instructions, online chatbot) were offered after paid support was implied but not confirmed.
Positive Highlights
  • Collected the serial number from the customer ([01:00]).
  • Identified that the password the customer was using might be incorrect ([03:00]).
  • Correctly identified the need to know the exact error message ([01:00]).
Agent Errors / Gaps
  • Failed to collect required product model information ([01:00] - [02:00]).
  • Did not follow standard Wi-Fi connectivity troubleshooting flow.
  • Offered paid-support before attempting any basic troubleshooting.
  • Provided no clear resolution or follow-up plan.
  • Minimal empathy and poor call control; ended call without confirming customer understanding or intent.
  • Failed to offer any self-help path after indicating paid support was required.
  • Did not confirm whether the customer could see the Wi-Fi network on other devices beyond the TV.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent offered paid support ($15) and ended the call without resolving the Wi-Fi connection issue or confirming any resolution path.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about the error message and password but did not perform essential troubleshooting steps like restarting the router, checking SSID visibility, or verifying credentials via admin interface.
R3 Not Met Correct resolution path conf 90%
Agent cited expired warranty (2021) and immediately pivoted to paid support instead of providing best-effort troubleshooting, which is required for out-of-warranty devices per rubric.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified 'incorrect password' symptom and asked about the sticker password, but did not logically isolate cause (e.g., hidden SSID, MAC filtering, device-specific issue).
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use local router access (http://192.168.1.1 or http://myrouter.local) to verify Wi-Fi settings or password — a clearly required tool for this issue.
T3 Met No misinformation conf 95%
No technical inaccuracies: correctly noted warranty end and that incorrect password suggests mismatched credentials; no false claims about product behavior.
Communication
C1 Not Met Clear & professional language conf 90%
Call ended abruptly after offering paid option; no framing, transition, or control — customer was left without closure or direction.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple terms but failed to confirm understanding with a clearly non-technical customer; no adaptation beyond basic phrasing.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abandoned ownership by redirecting to paid support without attempting further troubleshooting or offering self-help resources.
O2 Not Met Proactive follow-through conf 90%
No specific next steps, timeline, or follow-up commitment — only a vague choice between email or paid support with no action plan.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
Decision not to escalate was appropriate — issue was within L1 scope and did not meet escalation triggers.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted given the nature of the issue.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy expressed; agent did not acknowledge customer frustration or difficulty, ending with only a generic 'hope you get better'.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust tone, pace, or check comprehension — customer’s confusion and low tech literacy were not addressed.
X3 Not Met Overall experience conf 90%
Customer repeated serial number unnecessarily and was forced into a payment decision without first exhausting free troubleshooting options.
Call Transcript8 turns · 10 lines
Speaker 1
[silence] Hi. Um, my phone is not hooking up to my Wi-Fi. So, I had called my,
00:00
Speaker 2
welcome to links 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 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 linksy, this is May. How can I help?
00:00
Speaker 1
I was at cable company and the young man told me that he did everything he could do on his end and he told me to call, um, you guys. The serial number is 19, T2N4V435 Vallisco. The serial number is 19, T2N4V435 Vallisco. Um, and I have it running directly into my wall now. [silence] It just won't let me hook up.
01:00
Speaker 2
What's the error message? When you try to connect your phone: is it incorrect password? Unable to connect? [silence] What's the error.? Yeah, I need to know what's the exact error message? [silence] So, can you still see on your phone, the Wi-Fi, or not at all? [silence] Okay, what's the router that you're calling for? I need the model number and the serial number. [silence] It's on the sticker underneath. [silence]
01:00
Speaker 1
Yes. [silence] I'm not I'm not really up on this, I don't know a whole lot about anything. My TV works and everything for the cable and but I got a different phone and I'm not with it. I'm not able to connect with
02:00
Speaker 2
uh-huh okay that's one nine tango two zero mike two nine nine zero two nine six one am I right okay how about your other devices by the way can it see your Wi-Fi still like can it still detect your Wi-Fi or none of your devices can see your Wi-Fi [silence]
02:00
Speaker 1
The Wi-Fi name is lincksys o2. Yes. Yeah, there's a password there. Yes. Incorrect.
03:00
Speaker 2
What's your W-Fi name? Mm-hmm. 0291. Okay, and the password that you input uh, I mean that you use, is it the one that is sticker underneath the router? Okay, so what when you tried to input that password, uh, is it showing incorrect password or unable to connect? Incorrect. I see. Probably your Wi-Fi has a different password. That's the reason why it's not working. And for the technical assistance for this, ma'am. Upon checking here in my end, your router's warranty ended. last year 2021. Um, okay, I, uh, yeah. So, which one do you want to go through, email or our paid connect option, which is $15 only? Uh, okay. It's hard to hear that. I see. Um, I hope you'll get better, ma'am. Bye-bye.
03:00