V2 Rubric Detail — b7ecfce8-6c34-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 23:15
Duration
6m 16s
Contact
Justin Spencer
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00134153
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing required best-effort troubleshooting for an out-of-warranty device by immediately redirecting to self-service/paid options without attempting any diagnostic steps, violating OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership0.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any troubleshooting despite a clear need, declared the device out of warranty, and offered only self-service or paid support without attempting resolution. This constitutes avoidance of responsibility, especially given the expectation of best-effort support for out-of-warranty devices. The interaction ended with no path forward for the customer.

V1 Case Analysis

Customer reports intermittent router connectivity. Model MR8300, serial provided. Out of warranty per lookup. Agent offered self-service KB link and paid support; customer declined and will replace router.

Troubleshooting Steps
  • Collected product model and serial number
  • Confirmed ISP modem connection is stable (per customer statement)
  • Checked warranty status via serial lookup
  • Provided link to support website for firmware updates
  • Offered paid-connect troubleshooting service
Key Observations
  • Agent did not perform any basic troubleshooting (e.g., power cycle, firmware version check) before offering paid support.
  • Warranty status was identified correctly and communicated clearly.
  • Customer expressed frustration and decided to replace the router.
Positive Highlights
  • Accurately captured model, serial, name, and email.
  • Correctly identified out-of-warranty status and communicated it.
Agent Errors / Gaps
  • Failed to attempt standard diagnostics for intermittent connectivity before escalating to paid support.
  • Did not verify or suggest checking router firmware version or settings.
  • Provided only a generic website link without specific guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved; the agent did not troubleshoot or resolve the intermittent connection issue and closed the call by offering only self-service or paid support.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were taken (e.g., power cycle, firmware check, WAN test); the agent skipped diagnostics after confirming ISP and collecting device info.
R3 Not Met Correct resolution path conf 96%
Despite the device being out of warranty, the agent failed to provide best-effort troubleshooting (e.g., firmware update, reset, configuration check) as required by policy, instead immediately redirecting to paid/self-service.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified the symptom (intermittent connection) and asked if the customer tested the modem directly, but did not follow up or pursue root cause analysis.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used (e.g., remote access, firmware verification, WAN status check) despite the issue requiring diagnostic validation; agent skipped essential tool-based verification steps.
T3 Met No misinformation conf 99%
Agent correctly stated the device was out of warranty and accurately described available support options (self-service and paid support).
Communication
C1 Partially Met Clear & professional language conf 86%
Agent opened the call professionally and collected information, but failed to set expectations for troubleshooting or guide the interaction toward resolution.
C2 Met Confirmed understanding conf 91%
Agent used clear, plain language and adapted to the customer’s concise communication style without unnecessary jargon.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of the issue; after collecting details, they disengaged and offered no further assistance, effectively abandoning the case.
O2 Not Met Proactive follow-through conf 94%
No specific next steps were provided for resolving the connection issue; the customer was left without a clear path forward.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 88%
Agent correctly decided not to escalate; the issue was within L1 scope and could have been addressed with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted given the issue could be resolved at L1 with appropriate effort.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent remained courteous and apologized sincerely ('I really do apologize'), showing empathy despite the limitations of the interaction.
X2 Met Tone & rapport conf 91%
Agent matched the customer’s direct, factual tone and maintained engagement without overcomplicating responses.
X3 Partially Met Overall experience conf 85%
Agent collected necessary device info but did not reduce customer effort by performing any troubleshooting or offering actionable steps.
Call Transcript14 turns · 14 lines
Speaker 1
Hi, I'm having an issue where my router is constantly cutting in and out.
00:00
Speaker 2
Welcome to link sys 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.Linksus.com. Please have your device serial number ready. For assistance, press 1 now. For out of Warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. For out of Warranty products, paid support option may be available depending on the issue. [silence] Thank you for calling link sys. This is Abby. How can I help you?
00:00
Speaker 1
No, I've actually already, I've already spoken with my internet provider and they're saying that everything to my modem is good. [silence] Yes. [silence] I did, yes. [silence] Yes. [silence] Okay.
01:00
Speaker 2
Okay. [silence] Your connection is unstable. [silence] Right? [silence] It's intermittent. [silence] Did you observe when you [silence] when you contacted your internet provider, Sir? Did you try connecting a computer or a device straight to your modem without the Linksys and checked whether you have stable connection from there? [silence] So, they've connected a modem to your modem. [silence] I mean, they've connected a computer to your modem. Without the Linksys. And you have stable connection. [silence] Okay. All right. Can I have the model number and the serial number of your Linksys device, please?
01:00
Speaker 1
... I can give you the model number is the MR 830 V 1.1. uh two nine V one 1 M 23 C 0 1 0 6 6. yes. Justin Spencer. J P Spencer 6@gmail.com.
02:00
Speaker 2
Mm-hmm. Serial number? Mm-hmm. Okay, that's 29B for Victor, 11M like Mary, 23C for Charlie, zero, one, zero, six, six. Right? Okay. Okay, and let me just create a record, sir. Can I have your name? Justin Spencer. And your email address?
02:00
Speaker 1
Yep. Spectrum. I reconnected my router. Correct. Yup, that's it.
03:00
Speaker 2
Okay. chais and drawn PF for Peter Spencer, SP E N C E, S EER, the number SIX AT Gmail. And you who is your internet provider? Spectrum. So right now you have your computer connected to straight to the modem or you reconnected your links? If yes. Okay. OK. All right. You only have one links this device right one MR 8300. OK. All right. Yes. So since you have unstable connection, Sir, well, there's a need for us to verify the firmware. That's the first thing. We need to check whether you have the updated firmware of that links is router? And how long have you been using this router?
03:00
Speaker 1
I don't know, a couple years. Two, no more than three. [silence]
04:00
Speaker 2
Like- how many years? Okay. Uh- yeah, kid- cause uh- just to set your expectations, sir, based on the uh- serial number that you've given me, it shows up that your device is already out of warranty, okay? Um- and that just means um- the device is no longer covered for free complimentary support or technical support. Um- So, what we offer, you have two options for that. It's either you go for our website, which is support. linksys. com. Uh- you will find there articles on how to um- um- update the firmware of this router and do some advanced um- advanced configuration / Übernahme des Transkripts, ohne Metadaten und Zeitstempel. Bei Stille oder keine Sprache bitte nur "[Stille]" iv.
04:00
Speaker 1
It's sounding like I'm just going to buy a different brand of router. Yeah. Well,
05:00
Speaker 2
you to have a stable connection. Okay. You can also take advantage of the AI tool at the bottom right. So you can ask questions regarding the uh the connection issue. And site that's the first option. The second option is our paid connect service and that will cost you $[REDACTED_PAYMENT_DIGITS] It's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting. And that service is non-refundable. So, how would you like us to proceed? I really do apologize for the service. Yeah. It just so happened that the uh this router is already out of warranty. So that's why we're offering you those options. [silence]
05:00
Speaker 1
This is kind of the second kind of router that I've expected to last longer that hasn't. So, I'm going to find something better. Bye.
06:00
Speaker 2
Yes. All right. Well thank you for calling LinkSister. This is Abby
06:00