V2 Rubric Detail — aa608cd0-6fc6-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-24 12:17
Duration
9m 26s
Contact
Hunter Tralli
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00134591
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: change connection to static IP
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-57.7)

V2 Grader Summary

The agent incorrectly denied all support for an out-of-warranty EA6350, violating the OOW best-effort policy by refusing troubleshooting or escalation. No technical steps were taken, no tools used, and the customer was left to self-serve with no empathy or ownership demonstrated, resulting in a fully unresolved case.

V1 Case Analysis

Customer requested static IP configuration on EA6350 router. Agent confirmed device is out of warranty and directed customer to Linksys support site for self-help. No detailed steps provided, but valid self-help path offered.

Troubleshooting Steps
  • Verified router model (EA6350) and serial number.
  • Checked warranty status (expired).
  • Confirmed ISP is Cox and current connection type is DHCP.
  • Explained that switching to static IP will not affect other devices on the network.
Key Observations
  • Agent accurately identified the EA6350 as out of warranty and end-of-life, consistent with KB guidance on product lifecycle.
  • Agent provided a valid self-help path by directing the customer to linksys.com, which is accurate and safe per KB.
  • Agent correctly explained that changing from DHCP to static IP only affects the router's WAN configuration and does not disrupt local device connectivity (KB reference: Administration → Internet Settings).
  • Agent did not offer paid support option, which is a protocol gap for out-of-warranty devices (KB guidance: paid support should be presented as an available path).
  • No specific configuration steps were provided, but the high-level advice was factually correct and aligned with KB content.
Positive Highlights
  • Accurately verified product model and serial number (02:00).
  • Correctly identified and communicated warranty status and end-of-life implications (05:00).
  • Collected full customer name and email (03:00).
  • Provided technically accurate explanation that switching to static IP only changes WAN settings and won't disrupt local device connectivity (08:00), consistent with KB guidance.
  • Directed customer to correct support domain (linksys.com), which is accurate and safe per KB.
Agent Errors / Gaps
  • Did not offer paid support option despite device being out of warranty (KB guidance: paid support should be presented as an available path for out-of-warranty devices).
  • Did not create or cite a case number, missing standard case documentation practice.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide any actionable steps for static IP configuration; only directed customer to search online.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed—agent immediately declared device unsupported without diagnosing WAN settings or attempting configuration.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly refused all support due to OOW status instead of offering best-effort troubleshooting as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions asked about current network setup, gateway, or DNS—no logical process to identify root cause.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use or suggest accessing the router UI (e.g., http://192.168.1.1) or checking current settings, which would have been appropriate tools.
T3 Not Met No misinformation conf 85%
Agent stated the router is completely unsupported and cannot receive help, which contradicts OOW best-effort policy; no correct technical guidance provided.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent collected customer information and maintained basic call flow but failed to set expectations or offer a resolution path.
C2 Partially Met Confirmed understanding conf 80%
Language was simple but failed to adapt to the business-critical nature of the request or confirm understanding of technical needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent disclaimed responsibility and refused assistance rather than owning the case or escalating appropriately.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps given—only suggested searching the internet, with no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted because the agent refused to engage—escalation not applicable when no L1 effort made.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred; E2 cannot be assessed independently when E1 is N.A. due to no escalation trigger.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy expressed for customer's business impact or frustration; tone was dismissive and transactional.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust communication style to the customer’s professional context or check for comprehension on critical steps.
X3 Not Met Overall experience conf 90%
Customer was forced to do all the work—no reduction in effort, such as guiding to correct UI or explaining static IP setup.
Call Transcript11 turns · 15 lines
Speaker 2
Welcome to links of 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's serial number ready. For assistance, please press one now. For out of warranty products, paid support may be available. 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. Thank you for calling links. This is Ice. How can I help you? Um... I'm fine, sir. How can I help you, sir?
00:00
Speaker 1
[KEEP_UNCERTAIN] So, my company has a customer that they have an internet portal that requires a stable IP address. Previously we had a dynamic IP address, so every time the IP address would change, we couldn't access their portal, and they do that for security reasons. So eventually they said, hey, you've got to get a static IP address, which I did through Cox. We have a Linksys router. I am being told I have to crack into this Linksys router somehow and enter the information they gave me, which is the gateway, usable network mask, primary and secondary DNS, and then we then we become then we'll have a static IP address. Is that correct? Yes, tell me when you're ready. 1 4 1 4 Y as in yellow 3 0 J as in Juliet 0 7 8 0 9 5 6 8 [silence] E a 63 50, yeah. V 3. Yeah. Yeah, correct.
01:00
Speaker 2
I'm ready. All right. So the serial number you provided to me, sir, corresponds to the model number EA 6350. So, this is your Linux result, model. Yes. Okay. I'll create first a record for you, sir, before we continue with your concern. May I have your name?
02:00
Speaker 1
hunter Trolley. And my company is C and a machine. Connecticut. The last name or first name? Correct. What? Last name is T. like in Tom R. A L L I. It's my first name hunter all lowercase h u n t e r at C as in cat a as and alpha dash machine.com Hunter at C a dash machine.com
03:00
Speaker 2
[KEEP_UNCERTAIN] Hunter your... Yes. May. I asked the spelling of your name Hunter so that we don't get it incorrectly. So your first name is H-u-n-t-e-r Hunter. All right, So Hunter Charlie. Thank you. Hunter, what about your email address? [silence] Hunter@ca.inc. Hunter@ca.inc. Hunter Charlie, your email is Hunter at this spell out Hunter@ca.inc Hunter@ca.inc Got it. So, Hunter Charlie. So, Thank you Hunter Charlie. [silence]
03:00
Speaker 1
Yeah, th-thanks. Correct. Of course. Yes, yes. OK, yep. Yes. Is this part? Yes. OK, OK.
04:00
Speaker 2
Okay. "- dash" dash, the symbol dash machine.com. All right. Thank you. And you mentioned that your internet service provider was Cox, right? Yeah. Yeah. So your Linksys router is only this, model EA6350. No other Linksys router. Okay. Okay. Now Hunter, apparently upon checking on our system, this Linksys router you have is an old or classic router from Linksys. This model EA6350 is already out of warranty. And its warranty status expired last 2019. And this router also, this [silence] Model of your router also reached its end of life last 2020, while its end of support ended last 2025. So the meaning of our reaching its end of life indicates that this router no longer have any security updates or firmware updates because we have stopped manufacturing this kind of router, and the end of support means that we no longer support this type of router. As I mentioned before, we no longer manufacture this, so we no longer support or provide technical support or assistance with this router. So I cannot provide you technical support or assistance with regards to your concern. What I can suggest Warter, is to go to our support site, linksys.com, and once you're there, click on support, and from there you can access our AI agent or our support assistant voss and you can ask your query about the static IP address that you want. Or you can also search the Internet on how to change your Internet settings to a static one because I believe your Internet setting is set into the HCP or dynamic connection. So you may have to change your Internet setting to static and use those given details by your Internet service provider, your DNS server, your gateway, and so on. sure. Mhm. Well, let me check. So there are other devices that connects to your router, aside from your [silence]
04:00
Speaker 1
What did you say? yes. Yes. That is my question. Yes. not supported. [silence]
08:00
Speaker 2
So, aside from your device, there are also other devices that connects to your router. And you are wondering if it will affect your, or if it will mess up with your connection, if you change your internet setting to from dynamic to static. I don't think I don't think it will mess up your connection because long as you have internet, your devices will connect to your Wi-Fi connection. You're you're only going to change your the configuration of your internet connection from dynamic to static.
08:00
Speaker 1
So that's the only thing that gets affected. So what you're saying is there should be no issues once I switch over, if I can figure it out. Okay. Alrighty, well, thank you very much for the help. Good. Take care.
09:00
Speaker 2
yes. All right. You're welcome. Thank you also for calling Linksначала like to want to do that. Have a great day. Bye.
09:00