V2 Rubric Detail — b359b828-5f92-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 21:25
Duration
8m 59s
Contact
330-240-0811
Issue Type
VPN
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 (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B) — agent avoided all meaningful troubleshooting, dismissed the issue as unsupported without validation, and provided no actionable path forward, constituting a critical failure in customer support.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to conduct any meaningful troubleshooting, incorrectly dismissed the issue as out of scope, and provided no resolution or escalation despite the customer’s clear frustration and unresolved problem. The interaction reflects avoidance of responsibility and lack of technical engagement, resulting in a complete failure to meet support standards.

V1 Case Analysis

Customer (EA6350, EOL) reports loss of email access. Agent confirmed no firmware support, advised contacting ISP or replacing router. No troubleshooting performed.

Troubleshooting Steps
  • Identified router model as EA6350 via serial number
  • Confirmed EA6350 is end-of-life with no firmware support
Key Observations
  • Agent did not confirm whether a VPN was actually in use before dismissing support responsibility.
  • No basic troubleshooting (power-cycle, WAN status, DNS/IMAP checks) was performed despite customer describing a specific error (IMAP password rejection).
  • Agent provided accurate EOL information but no concrete self-help steps (e.g., KB article, email with troubleshooting instructions).
Positive Highlights
  • Correctly identified EA6350 model and accurately stated its EOL status and lack of firmware support.
  • Accurately communicated that Linksys does not support third-party VPN configurations.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting steps (power-cycle, WAN status, DNS/IMAP checks) despite customer describing a specific email client error.
  • Did not clarify whether a VPN was actually configured or in use before declaring the issue out of scope.
  • Did not offer any self-help resources (KB article, email with steps) after declining support.
  • Allowed long silence with no explanation, including possible disengagement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent states 'we can no longer support this router' and redirects to ISP without resolving email issue or confirming root cause; no meaningful outcome achieved.
R2 Not Met Diagnostic thoroughness conf 97%
Only suggests 'power on the router' without structured steps; skips basic checks like LED status, internet connectivity, or firmware version despite KB guidance.
R3 Not Met Correct resolution path conf 95%
Correctly identifies EA6350 is end-of-life but fails OOW best-effort standard: no factory reset, firmware check, or network test attempted before dismissing support.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Never asks about symptoms beyond 'email not working'; assumes VPN involvement without verification; no logical diagnostic sequence followed.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools (e.g., remote login, ping, local UI) to verify network state or email settings, even though issue is within router’s scope (DNS, firewall, firmware).
T3 Partially Met No misinformation conf 89%
Correctly notes EA6350 support ended in 2020 and Linksys doesn’t support third-party VPNs, but gives garbled advice: 'upgrade to evil rather the right'.
Communication
C1 Not Met Clear & professional language conf 94%
No call framing, agenda, or control; long silences, disjointed speech, and failure to manage transitions; customer repeatedly confused.
C2 Not Met Confirmed understanding conf 93%
Uses unclear phrasing ('evil rather the right'), does not adapt to customer confusion, and fails to confirm understanding at any point.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Immediately deflects responsibility: 'not our support' and 'contact Spectrum' without attempting resolution or owning the case.
O2 Partially Met Proactive follow-through conf 89%
Tells customer to contact Spectrum, but provides no timeline, follow-up plan, or confirmation of next steps.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Issue unresolved and customer frustrated, yet no escalation offered; warranted escalation was missed despite clear signs of complexity and dissatisfaction.
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%
No empathy expressed; fails to acknowledge customer frustration ('I understand this is difficult') or repeated effort; ends abruptly.
X2 Not Met Tone & rapport conf 94%
Maintains robotic, scripted tone despite customer confusion; does not adjust pace or simplify language.
X3 Not Met Overall experience conf 96%
Forces customer to fumble with router label, repeats unclear instructions, and adds effort by redirecting without resolving core issue.
Call Transcript13 turns · 15 lines
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. To hear more about your service options, press two. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, 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 for calling the system and miss Gerald, you can help. right, and wait, one second, is this related to a better because we do not support VPN. what's the model number of your lins, it's rather.
00:00
Speaker 1
Oh boy, I can't, I gotta get a light to see it. Yeah, hold on a second. Uh, [silence] Is that the bottom number? Oh, boy. Hold on a second. Hold on a second. I got it turned the other way. It's a 143-109, .0C .7747. That the right number you need? Is it the shorter number? 66364 .984 silence
02:00
Speaker 2
[silence] [snore]
03:00
Speaker 1
7 203 is that it or is it just the other number? Uh, okay. Um, let me see that. Uh, I don't think that was on there.
04:00
Speaker 2
No, that's not the model number, but let me check if I can see the model number using the the serial number. All right, checking now. Okay, so the model number of your router is EA6350. Is it at the bottom of the unit? But it's okay. So, your problem is that you're using your VPN and there's something that's blocking you from getting or receiving email from—are there other persons or something? Just unexpected, but the Internet is working fine, no other issues, right? [silence]
04:00
Speaker 1
Who's this? um is this my carrier? No, no, I never had. This all just happened this morning. I just quit getting email, you know, my emails, and I couldn't get on to my.
05:00
Speaker 2
Oh, okay, understood. That that I think is not um, it's not a support because it's we only support the Linksys router and we don't support VPN. So just to make sure that the reason why I'm asking for the model is that I need to know if it's a WRT and you install a VPN for that, that's also a different matter. But yeah, um if it's a VPN problem, it's not it's not our support. Then VPN Contact your VPN provider. No, are you using a VPN or no?
05:00
Speaker 1
Spectrum account and this just stopped. So what do I need to do? So just to clear this one issue up. I need to buy a new router. Right?
06:00
Speaker 2
So I'm not sure why your intern provider told you that it's a VPN problem that it's, if you're not using a VPN, but regardless, um, we can maybe try to like power on the router, but you've probably already done that, or, uh, do some tracking with the firmware. However, the firmware, the model of the EA 6350 support of this already ended in 2020. So we can no longer support this router, unfortunately. Uh, upgraded router because there will be no future updates for this router. The EA 6350, no, no further update. I mean, I, I don't think it's, uh, the
06:00
Speaker 1
I see. So if I get a new Router and I still have the problem then what? Yeah. Oh. Okay. Yeah, I just talked to them. That's how I got your number. But, you know, I've always had Lincess. You know, this is my second router I've had over the years. It's always been good. So I'd like I length link this. I don't know.
07:00
Speaker 2
Rather issue but maybe I'm not just I'm not sure but but, yeah, I'm just saying that this, brother, there will be no future update and it's end of support. We no longer support this, but no one is there in the way with this. that that's the thing. That's why I'm not sure if that's the rather is really the issue or something else, because Spectre is not our support. If you're if if it's only spectrum email, it's not our support. spectrum should be able to to address that. So you have to contact them. If if if if you upgrade to evil rather the right. right.
07:00
Speaker 1
But. Okay, well, I guess if you can't support it, I don't know. I guess I'm in the bag. I just don't get any emails from Spectrum. Okay, I'll call them back and see what they can do. Because I think, like she said, if I just change my uh, I get a, I get a uh, a thing that pops up. It says my IMAP needs my password, my username and password, but it won't take it. So, I need to change my password and I, the only way I can do that is get rid of the VPN, I guess, or whatever. I don't know. But anyhow, I appreciate your time. I'll get back with Spectrum. All right. Thank you. Bye-bye.
08:00
Speaker 2
All right. I thank you for understanding, and I hope you have a good one. [silence] Thank you.
08:00