V2 Rubric Detail — b6d6f430-6b7b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 01:10
Duration
7m 47s
Contact
Luis Matos
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134004
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Connection Issue
⚠ Auto-Zero applied: Discourtesy: agent dismissed customer request for basic reconfiguration support, provided incorrect support URL, and rigidly enforced paid service despite clear customer frustration and no troubleshooting attempt.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provided an incorrect support URL, and refused to assist with reconfiguration despite the customer’s clear need and prior attempts. The interaction lacked empathy, ownership, and technical accuracy, resulting in no resolution and a justified auto-zero for discourteous handling.

V1 Case Analysis

Customer with E8450 out of warranty unable to connect after ISP change; agent offered paid support only, no troubleshooting performed.

Troubleshooting Steps
  • Collected serial number and email
  • Confirmed device is out of warranty
Key Observations
  • Agent never performed any basic troubleshooting (reboot, WAN cable check, ISP settings).
  • Only paid-support option was presented despite the customer requesting free assistance.
  • Repeated warranty denial without attempting to verify warranty status via system.
  • Customer frustration was not adequately acknowledged or de-escalated.
  • Agent correctly identified the E8450 as an EasyMesh device and acknowledged the need for reconfiguration after ISP change, which aligns with KB guidance.
Positive Highlights
  • Collected serial number and customer email accurately.
  • Apologized for the inconvenience.
  • Correctly identified that the E8450 is an EasyMesh device requiring reconfiguration after ISP change, consistent with universal_mesh_node_management.md and universal_double_nat.md guidance.
Agent Errors / Gaps
  • Failed to follow standard troubleshooting protocol for WAN connectivity.
  • Did not verify ISP credentials or modem connection before offering paid support.
  • Did not provide any free self-help steps beyond directing to the website.
  • Repeated warranty denial without checking account details or offering escalation.
  • Insufficient empathy and de-escalation for an angry customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only a paid service or self-help website; router was not reconfigured or confirmed working.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps attempted; agent skipped diagnostics and went straight to warranty status and paid support.
R3 Not Met Correct resolution path conf 96%
Despite customer only requesting reconfiguration after ISP change, agent refused best-effort help and immediately cited out-of-warranty status as a barrier.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify specific symptoms beyond 'can't connect,' asked no diagnostic questions about WAN type, PPPoE, or physical connections.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — no attempt to guide customer to local UI (192.168.1.1), check logs, or verify settings; relied solely on script.
T3 Not Met No misinformation conf 96%
Agent provided incorrect URL: 'support Dot Link SATs.com' — a clear misspelling of support.linksys.com, which is a material inaccuracy.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations or guide interaction; repeated 'out of warranty' without offering a path forward beyond payment.
C2 Not Met Confirmed understanding conf 94%
Agent used technical jargon ('reconfigure manually') without checking understanding and did not adapt to customer's emotional state or level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by redirecting to paid service instead of attempting to help with basic reconfiguration steps.
O2 Not Met Proactive follow-through conf 95%
No clear next steps provided; only a $15 paid service was mentioned without timeline or alternative.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity from.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
No escalation was warranted — issue was configuration-related and within agent’s scope; decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent’s empathy was minimal and scripted ('we apologize') while persisting with fee justification despite customer frustration.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone, pace, or language as customer became increasingly upset; remained rigid and transactional.
X3 Not Met Overall experience conf 96%
Agent increased customer effort by forcing a paid path and not using available knowledge to guide free reconfiguration.
Call Transcript15 turns · 15 lines
Speaker 2
Welcome to links system 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 links system.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 devices serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
Oh, my dear. I'm trying to connect my E-80450s back to my new Internet where AT&T. And it keeps telling me this site cannot be reached when I'm trying to go into the thing. And it's also every time I try to do it through the phone. It says I can't find the routers. Yes, because I had spectrum and I changed to AT&T. But I'm not getting signal in the back of the house. So I'm using these like I had before to try to get a relay from the front of the house to the back of the house.
01:00
Speaker 2
For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Epi. How can I help you? Okay. So you're, uh, right now your e 8450 is not working. You're not able to go online. [silence] Okay. All right sir
01:00
Speaker 1
Just give me one second. All right, all right. The serial number is three, eight BSM David. One Mary, five, seven C.S. and Charlie. Oh zero five one one. Correct. Yes, Ma'am. Louis. No, Ma'am. L-U-I-S. Machos. A-T-O-S.
02:00
Speaker 2
So I may need to create a record. um can I have you the um serial number of your lynxest device please? Lucas Okay that's 3 8 D dbab 1 0 E 5 7 CF 0 5 1 1 correct? okay so you have an E8450 and Sir can I have your name? Luis that's L OUIES L U IES okay and your last name? [silence] And what about?
02:00
Speaker 1
Elmatoz38@Gmail.com. Correct. Correct. Oh my God, I got this since Nui— I think. I want to say two or three years now, but I'm just changing the Internet from one server to another and I just want to reuse them again. [silence]
03:00
Speaker 2
Okay, so that's L for Lima Mattos, your last name M for Mary AT for Tom OS is in Sam 38 at Gmail. Is that correct? Okay. All right. So yes, here's what we're going to do sir, since the router is not working, it doesn't have internet. So there's a need for us to manually configure your router, the E8450. Now, how long have you been using this device? [silence] Yes, cause since you uh change your internet provider sir, there's a need for us to register that um modem. So
03:00
Speaker 1
you like to help me configure a product that I bought from you guys.
04:00
Speaker 2
that it Edge e 8450 is already out of warranty okay the warranty is no longer covered and it the warranty period is already expired and this means it's no longer covered for free technical support okay however we can give you two options for that for that uh Sir Lewis okay it's either you go for our uh it's either you go for our website which is support Dot Link SATs.com you can find their articles on how to set up the uh uh Link SATS router and how to reconfigure it um you can also take advantage of the AI tool at the bottom right so just ask our AI agent how to reconfigure this device that's the first option and our our second option is the uh is the paid connect service which will cost you $15. All right this will last for 60 minutes
04:00
Speaker 1
Okay, but it's out of warranty. I'm not asking you to fix it. I'm helping you guys support for you guys to help me connect it again. So, it's not like I'm asking you that's something wrong with the product. It's to help me connect it again. And obviously, I already tried your AI system and it's not working because it's not reading it. It gave me an option to contact you guys to get support because it obviously your AI system is not working either because it tells me it cannot find the signal. And I already reset it, my dear. That's already been done. So, everything that you guys asked on the website has been done. Only thing I need is for you guys to help me reconfigure it on your website so I could get it back up and running. And I don't see how me buying your product you guys are going to make.
05:00
Speaker 2
That's why we're giving you this option sir because the device is already out of warranty. Um, yes, and... uh. Yes, the reason why sir, the router is not working is because you changed the modem, so it needs to be reconfigured. Okay. Yes. Yeah.
05:00
Speaker 1
domain me pay again just to help me connect it. That's crazy. And I understand. But there's nothing wrong with the device. What I'm asking you guys to do is help me connect it again, which should be a free service. You're not coming to my house. You're not replacing it. You're not fixing it. You're help me connect it, which makes no sense. That's that's that's crazy. We buy their product and then they want to charge you to do their job, which is ridiculous, which is ridiculous.
06:00
Speaker 2
Yes, we really do apologize for that. Sure. It's just so happened that this device is no longer covered for free technical support. Yes. Yes. And the only way for us to connect it back is to reconfigure the settings server manually. Okay? Now we don't offer onsite technicians. Um, we can only help you over the phone. We will walk you through the process, but then again, there's a fee for the service. [silence]
06:00
Speaker 1
My D, if I buy your product, if I buy your products because I trust your product, I'm already a customer. It makes no sense. This is not a car, okay, that you got to fix my transmission or my motor. Okay, this is something that with a push of a button, you will reset and get a fix. But you know what? Word of mouth is a lot more, goes a lot more faster in marketing than anything else. And you guys, honestly, is garbage. But I take, dear, don't worry. Your review works a long way. That's incredible. You guys just incredible. This is why we kick them out from the company.
07:00
Speaker 2
We will offer free technical support for those in warranty devices. But if the device is already out of warranty,
07:00