V2 Rubric Detail — af35af4a-6f73-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 02:23
Duration
11m 58s
Contact
Riare Shah
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134558
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT3200ACM - no internet / hardware issue
⚠ 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.
⚠ Auto-Zero applied: Avoidance/Evasion (B) — agent avoided proper L1 troubleshooting and warranty validation, prematurely suggesting customer purchase new hardware without confirming failure or initiating escalation.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall0.0% (-46.0)

V2 Grader Summary

The agent performed minimal troubleshooting and incorrectly advised a 30-second reset (KB: 10–20 seconds), prematurely declared a hardware failure, and failed to escalate or verify via tools. No email was collected for follow-up, and the customer was directed to buy a new router without confirming warranty status, resulting in an unresolved case with avoidance of proper support protocol.

V1 Case Analysis

Customer reports WRT3200ACM with no LED lights after ISP modem replacement. Agent suspects hardware fault, advised recovery reset procedure, and suggested router replacement. No email collected for instructions. Issue unresolved.

Troubleshooting Steps
  • Power cycle router (unplug 6 seconds, replug)
  • Press and hold reset button for 30 seconds
  • Observe LED behavior
Key Observations
  • Agent correctly identified absence of LED lights as potential hardware failure after power cycle and reset (ACCURACY supported by KB: no lights after reset indicates possible hardware issue).
  • Agent failed to collect customer email despite offering to send recovery instructions, leaving customer without next steps.
  • No warranty status discussion or eligibility determination occurred despite product being an older model.
  • Agent prematurely suggested router purchase without confirming if recovery reset was attempted or if warranty/RMA was possible.
  • Customer expressed frustration about cost implications, indicating poor handling of out-of-warranty expectations.
Positive Highlights
  • Correctly diagnosed potential hardware fault based on LED behavior after power cycle and reset ([05:00])
  • Followed logical troubleshooting: power cycle → reset → observe LEDs
  • Mentioned recovery reset procedure as a valid last-resort option for WRT series routers
  • Identified correct model (WRT3200ACM) and serial number from customer
  • Recognized that local network lights (2.4GHz/5GHz) should remain on even without internet
Agent Errors / Gaps
  • Failed to collect customer email after offering to send recovery reset instructions ([09:00] CHANNEL_RIGHT: 'Do you have an email address that we can send it to you?')
  • Did not verify if customer had access to a computer with Ethernet port before referencing recovery reset procedure ([09:00])
  • Suggested purchasing new router without first determining warranty status or offering RMA path ([10:00])
  • Did not confirm successful transmission of recovery instructions or set clear follow-up expectation
  • Allowed call to end without confirming any resolution or next step

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated hardware failure likely and offered to send recovery reset instructions, but no resolution was confirmed or achieved during the call.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent performed basic troubleshooting (power cycle, reset button check, LED observation), but skipped deeper diagnostics like WAN test, firmware check, or remote access despite a complex setup issue.
R3 Not Met Correct resolution path conf 96%
Agent suggested purchasing a new router (MX4200/MX2000) without verifying warranty status, eligibility for RMA, or attempting a proper hardware validation process.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptom (only orange internet light, then no lights) and asked for model/serial, but failed to ask key questions about ISP type, connection method, or prior working state of the VPN setup.
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools (e.g., remote login, firmware check, WAN status page) despite the router being potentially accessible; relied solely on verbal description.
T3 Not Met No misinformation conf 97%
Agent instructed holding reset for 30 seconds (KB specifies 10–20 seconds); declared hardware failure prematurely without validating via recovery reset or logs.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent attempted to guide the interaction but had fragmented dialogue, unclear transitions, and lost control when customer expressed confusion about next steps.
C2 Partially Met Confirmed understanding conf 89%
Agent used some technical terms without simplification, but did attempt to confirm understanding of lights and objectives; communication was inconsistent but not entirely dismissive.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership—failed to initiate RMA, escalation, or remote diagnostics; instead passed responsibility to customer to try instructions and buy new hardware.
O2 Not Met Proactive follow-through conf 96%
Agent promised to email recovery instructions but never collected the email address, set a timeline, or confirm delivery—no actionable next step established.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Hardware failure suspected but no escalation to engineering or warranty team; agent bypassed standard escalation path by suggesting customer self-replace.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent showed minimal empathy (acknowledged issue) but became dismissive (‘Don’t know. You don’t have to…’) when customer questioned cost implications.
X2 Partially Met Tone & rapport conf 88%
Agent attempted to match pace but used confusing phrases (‘noneadee, mom’) and failed to adapt when customer expressed frustration about cost and effort.
X3 Not Met Overall experience conf 94%
Customer repeated serial number and light descriptions multiple times; agent introduced unverified recovery reset process instead of resolving efficiently.
Call Transcript22 turns · 22 lines
Speaker 1
Hi Natan, my name is Zam Shahriah yeah so I had my Lynx
00:00
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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling Linksys. My name is Nathan. Who am I speaking with? Okay. Uh, how can I help you, sir? Uh, [silence]
00:00
Speaker 1
Yeah, VPN modem connected before, but then I had to replace my, you know, ISP modem, uh twice. So, of course, uh VPN modem got disconnected. Now, when I tried to reconnect it, somehow I could not do it like I did before. So, I just need some hand holding situation to help me set it up. The model of the yeah model of the router is WRT3200ACM. The serial number is 1981260AA00687.
01:00
Speaker 2
Sure. Can you tell me what is the model of the device? And the serial number. I'm not sure which one.
01:00
Speaker 1
Sure, that'd be 1981260, then A, another A, 00687. No, Bill. Which router? The Bell router, HRT, yeah, it's online, meaning I'm seeing the orange light for the internet. All other lights are off.
02:00
Speaker 2
one more time, serial number I couldn't find it mm-hmm right got it by the way, who's the internet service provider satellite or spin Bell you have a new device here is it working is it is it online no no WRT is it is it all right okay
02:00
Speaker 1
Okay. Yes. Blue and black. I'm sorry, say it again. No objective is just to set it up so that I can use with a VPN internet connection. That's my understanding. Yes. Because I only see only one light.
03:00
Speaker 2
Sydney. Let me find the router. Hmm. This is the one that you blew right? Got the rack right and went to front. Hmm. Your objective is to set up a VPN, correct? Uh, what do you want? What is your objective for the router? Uh, you want to, okay. So it's not working. There is no internet on the Linksys WRT 3200 800. 802 N. Hmm.
03:00
Speaker 1
so i am i am unplugged the power cable so i'm uh yep doing it now here we go okay
04:00
Speaker 2
the light, uh, okay, there may be a possibility it is a hardware issue, the light should be all on either red or blue, okay, 30. can you make sure that the, can you unplug the power count 6 seconds, and then plug it back and then observe the light in front? if it blinks, how many blinks? there should be power, uh and then what light came back?
04:00
Speaker 1
seeing the e-SATA is on, 5 gigahertz, blink, and then gone, 2.4 gigahertz, blink, and then gone. Now again, just the internet is uh orange. Is this because I have the split on on my ISP? [silence] All right, so now even the orange light is gone, so there is no lights at all. [silence]
05:00
Speaker 2
No, no, even if there is no connection with the ISP, the light should be on, 2.4 should be on, 5G should be on meaning it is broadcasting even if there is no internet because it's just local and then the connection for the internet should be red meaning there's no internet. If it's off, meaning the device it's not physically working, that's what I'm afraid of. Can you try to press the reset button and hold it for 30 seconds?
05:00
Speaker 1
Yeah, I just did before I call you, let me do it again. OK. I'm sorry. So do you want me to again click on the reset button?
06:00
Speaker 2
all right, noneadee, mom, mom
06:00
Speaker 1
Yeah, right now it's just the internet light is always, All rig now it's gone, no light. Say it again. Okay, and. Yeah, that would be my last name, which is s H A H.
07:00
Speaker 2
Not yet. Not yet. Tell me the color of the light. Nah. it was describing, that is ok. If you didn't, this is a device hardware failure, check 0A. This is nothing you can do with this, but I can send you the instruction on a recovery reset. Maybe it can work. Do you have an email address that we can send it to you? An instructor. It's not available online. There is an instruction. We call it recovery reset, possibility that we can restore the original status. I will send the instruction to you through email. If it doesn't work, meaning this is a hardware failure, this is a hardware, do you have your email address? Write it.
07:00
Speaker 1
give me two second. Let me see if I have any cable. Two second. Okay. I I have the cable, but I need your instruction how to where to put the ethernet cable. I Div. Someth. Oh no, I don't. Oh no, I don't.
09:00
Speaker 2
router, is it possible one? [silence] I'll do it. Yes. [silence] their computer, they have an ethernet port in the computer. [silence] It can connect. [silence] They also [silence] is not. [silence] You don't have. Okay. [silence] You can try it to the TV if you want. Anyway.
09:00
Speaker 1
Okay. That is way too much money. I mean, there's no point of if your divided doesn't force,
10:00
Speaker 2
Anyway, I will send you the instruction to the email. If it doesn't work, most likely the hardware is defective. Could be an issue with the hardware. And you may need to replace it. Uh, I've seen this many times. If the light turns on and then turns off. The 2.4 and the 5G are off. It is a typical hardware issue. Yeah. Go for, replace the router with a HW3 or a MX6200. It costs you around $40 to $50 only. You can buy it at Best Buy or Walmart. Don't spend too much on routers. Router will last you for 5 years. And after that, you need to replace it. [silence]
10:00
Speaker 1
No, well, after the instruction, if the instruction doesn't work and you say the hardware issue, why would I pay? I need to buy a new router. Okay.
11:00
Speaker 2
Don't know. You don't have to Thank you. You don't have to I will send you the instruction. It's free. You need to buy a new router. Replaced router. And it's better. Yes. If it is a hardware issue, my suggestion is the ones that are not expensive, but good devices, the models MX4200 or MX2000, it's around $40, it's not expensive. And that's already good. It's already Wi-Fi 6. All right. Give me 5 to 10 minutes after the call. You should be able to receive yours.
11:00