V2 Rubric Detail — b40627a8-7ef9-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 20:30
Duration
9m 16s
Contact
905-962-2172
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00136962
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent identified the router model but provided no troubleshooting, simply told the customer the device is out‑of‑warranty and end‑of‑life, and redirected them to the support website. No resolution, no meaningful diagnostics, and no empathy were offered, resulting in an unresolved call with critical avoidance behavior.

V1 Case Analysis

Customer reports no internet on E7350 router. Agent confirmed device is out of warranty/end-of-life and directed to support.linksys.com. No troubleshooting performed.

Troubleshooting Steps
  • Collected model and serial number
  • Informed customer the device is out of warranty/end-of-life
  • Directed customer to support.linksys.com
Key Observations
  • Agent correctly identified the E7350 as out of warranty and end-of-life per Linksys support policy.
  • No basic connectivity troubleshooting (power-cycle, cable check, WAN status) was attempted, despite the issue being within scope for basic triage.
  • Agent failed to acknowledge or respond to customer's frustration and criticism, especially at [07:00] and [08:00].
  • Only a generic website reference was provided without specific article links or tailored steps for the E7350's no-internet issue.
Positive Highlights
  • Accurately identified the product model (E7350) and serial number (37A10M24B00382) from customer input.
  • Correctly stated the device is out of warranty and end-of-life, aligning with Linksys support policy.
  • Provided the correct support website URL (support.linksys.com).
Agent Errors / Gaps
  • No diagnostic steps for no-internet issue were attempted, despite the problem being a standard triage scenario even for out-of-warranty devices.
  • Failed to acknowledge or empathize with the customer's expressed frustration and dissatisfaction.
  • Did not verify ISP/modem status or confirm physical connections, which are standard first steps for no-internet issues.
  • Provided only a generic URL without directing to specific KB articles relevant to E7350 internet setup or troubleshooting.
  • Allowed the customer to feel dismissed and forced into purchasing a new router without offering any actionable self-help path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never restored internet or provided a fix; only redirected to website.
R2 Not Met Diagnostic thoroughness conf 96%
Agent asked a few basic questions but performed no troubleshooting steps (no power‑cycle, no status‑LED check, no firmware check).
R3 Not Met Correct resolution path conf 95%
Agent concluded the router was end‑of‑life and sent the customer to self‑service without offering best‑effort troubleshooting, which violates OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (no internet) and asked for model/serial, but did not pursue deeper diagnostics.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, admin UI, logs) were used even though they would be appropriate for diagnosing connectivity.
T3 Met No misinformation conf 98%
Agent correctly stated the E7350 is out of warranty and end‑of‑life and gave the correct support URL.
Communication
C1 Not Met Clear & professional language conf 93%
Agent gave no clear agenda, made filler statements, and did not manage the flow of the call.
C2 Not Met Confirmed understanding conf 92%
Agent used generic language, repeated “ma'am,” and did not adjust explanations to the customer’s frustration or knowledge level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent immediately handed the customer off to a website, showing no ownership of the problem.
O2 Not Met Proactive follow-through conf 94%
Only next step offered was to visit support.linksys.com; no timeline or follow‑up was set.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for the customer’s frustration and used a dismissive tone.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt tone or pace; continued with scripted filler despite the customer’s anger.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat information and was sent to self‑service, creating unnecessary effort.
Call Transcript11 turns · 12 lines
Speaker 2
welcome to Linksys support, to ensure quality service, your call may be monitored. Certain products will be supported, while and of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.com for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We're apologize for the delay and will be with you as soon as possible. [silence]
00:00
Speaker 1
Oh, hi there. My router isn't working. Nope.
03:00
Speaker 2
thank you for calling Linksys this is Abby how can I help you okay um you don't have internet connection ma'am all right can I have the model number and the serial number of your link just just try to look underneath it
03:00
Speaker 1
Austin E7350 model number. 37 a10m 2 4 B00382.
04:00
Speaker 2
and the serial number. Okay, so that's again, three, seven, A for apple, 10, M like Mary, 24, B as in boy, 00382. Okay, um and ma'am, can I have your name? Let me just create a record. Chris, and last name is? Okay, um
04:00
Speaker 1
I'd rather not provide it. You can have my phone number, though. Yep. 90 5 9 6 2 2 1 7 2. My landlord. Nope. I have a cable that goes into the wall and then I have a router, which gives me Wi-Fi. I pay $10 a month as part of my rent. I don't know who my internet ISP is.
05:00
Speaker 2
What about your email address, ma'am, just for, uh, documentation purposes? Okay, can I have your phone number? Okay, all right, and who is your internet provider? Do you have a modem? Well, how did you get internet? Uh, are you connecting from, uh,? Okay. All right. Yeah, it could be right now that the, uh, the router is just not communicating with the, uh, Internet provider, okay? Whatever it is, um, that, uh, that's the source of your internet. So, Ms. Chris, um, let me just inform you by the way, ma'am, that this particular device E7350 is already, uh, out of warranty, okay? That's based on our system, okay? And, um, it's also one of our end-of-life routers. That means we no longer manufacture this particular device. The technical support, uh, already ended last June 2026. So what we can offer, Ms. Chris, is our website, which is support.linksys.com. You will find their articles on how to reconfigure this link
05:00
Speaker 1
I tried the AI tool. It's useless. I don't ever want to engage with it again and I'd like you to log that it's useless and I never want to engage with it again. Um I I realize this router is old and apparently useless to me. Um since I can't get any sort of technical support from someone is what I'm understanding. So I'm being forced so I'm being forced to buy a new router essentially. Cool. Do you know any other service providers other than Linksys? Cuz this is really shitty service. Pardon my language. But I mean if it's planned obsolescence I may as well go with a competitor if that's your strategy.
07:00
Speaker 2
Yes ma'am. We are unable to walk you through the process since it's already end of support. Well, um, another option is, yes, that would be another option, ma'am. Since this router doesn't have any more updates,
07:00
Speaker 1
you too keep me buying stuff. Well, I mean, if, if, if I could get, if I could get technical support for the one I have to figure out why it's not working, that would be great. But I've been told that I'm getting no technical support because this model is end of life. That sure feels like telling me to get a new router. And you may not be forcing me to directly, but by not giving me technical support and not providing any, you're not, you're not leaving me with a, a working item. So I'm literally forced to get a new router. Um, that's okay. I'll just make sure not to get one from this company, which is really too bad, because it was going fine beforehand. But I mean,
08:00
Speaker 2
Yeah, that would be another option, ma'am. I mean, we're actually not forcing you to Well, actually buy Alinksys brand, but upgrading your
08:00