V2 Rubric Detail — b86bdac0-7fcd-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 21:48
Duration
11m 27s
Contact
956-369-2417
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#EOS00137168
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA8300

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
Technical1.88/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall15.8% (-40.2)

V2 Grader Summary

The agent correctly identified the EA8300 router as out-of-support but failed to provide any best-effort troubleshooting, diagnostic steps, or empathy. The customer was redirected to self-service without resolution, clear next steps, or acknowledgment of frustration, resulting in an unresolved issue and poor customer experience. Assessment 3’s technical accuracy findings were authoritative and confirmed against KB standards.

V1 Case Analysis

Customer unable to connect TV via Zumo remote; router EA8300 out of support; directed to support.linksys.com AI tool. No troubleshooting performed.

Troubleshooting Steps
  • Collected customer name, phone number, and email address.
  • Obtained router model number (EA8300) and serial number (21P10C62800421).
  • Verified router is out of support based on model number.
Key Observations
  • Agent did not perform any actual troubleshooting for the Wi-Fi connectivity issue despite the problem being device-specific and likely resolvable with basic steps (e.g., SSID visibility, password verification, signal strength, or device compatibility).
  • Call focus shifted entirely to warranty status without attempting to diagnose or assist with the immediate issue.
  • Correct support URL (support.linksys.com) was provided, but no actionable steps, KB references, or troubleshooting guidance were given.
  • Communication was inefficient and lacked empathy, with repeated name/email verification causing unnecessary delay.
  • Agent failed to control the call flow or set expectations for next steps beyond a generic website referral.
Positive Highlights
  • Correctly identified the router model as EA8300 after customer provided it ([06:00]).
  • Accurately obtained the serial number from the customer ([05:00]).
  • Provided the correct support website URL (support.linksys.com) and accurately described the AI tool as a resource for checking router settings ([07:00]–[10:00]).
Agent Errors / Gaps
  • Failed to follow the standard troubleshooting flow for a Wi-Fi connectivity problem (no signal check, password verification, or device setup steps) — violates KB guidance in adjacent_connecting_devices.md and universal_streaming_diagnostics.md.
  • Did not attempt to verify the customer's Wi-Fi credentials, SSID visibility, or whether the Zumo remote requires 2.4GHz (a common IoT device requirement per adjacent_smart_home_iot.md).
  • Provided only a generic self-service referral without offering any actionable guidance, KB articles, or troubleshooting steps that could have helped the customer resolve the issue independently.
  • Repeatedly re-verified customer name and email (e.g., [03:00], [04:00]), causing avoidable inefficiency and poor call control.
  • Lacked empathy and failed to acknowledge customer frustration when the customer said, 'I can't tell you how much fun that's going to be' ([10:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolved the TV-Zumo connection issue; only directed the customer to a website without attempting troubleshooting.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps were taken – agent did not ask about Wi-Fi signal, router settings, or Zumo device details, jumping straight to self-help.
R3 Not Met Correct resolution path conf 96%
Agent identified EA8300 as out-of-support but failed to provide required best-effort troubleshooting (e.g., SSID/password check, 2.4GHz band test) before dismissing the case.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process – agent did not identify symptoms, ask relevant questions, or attempt to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (router admin UI, remote session, speed test, or KB guidance) despite clear need for configuration assistance.
T3 Met No misinformation conf 99%
Correctly stated EA8300 is out of support and provided accurate support URL: support.linksys.com.
Communication
C1 Not Met Clear & professional language conf 96%
No framing of interaction, no control over direction; conversation was reactive with no clear expectations or transitions.
C2 Partially Met Confirmed understanding conf 92%
Used simple language and repeated the URL, but failed to confirm understanding when customer expressed confusion about AI agent/website function.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Abdicated responsibility by redirecting to website without attempting resolution or providing meaningful guidance, violating ownership principles.
O2 Partially Met Proactive follow-through conf 93%
Provided next step (visit support.linksys.com) but gave no timeline, follow-up commitment, or confirmation of customer’s ability to act independently.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted – agent chose self-service path instead.
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 97%
No empathy expressed; dismissed customer with 'we are glad to have helped you' despite providing no actual help, sounding dismissive.
X2 Not Met Tone & rapport conf 95%
Did not adapt to customer’s confusion about AI agent or website function; maintained flat, scripted tone without checking comprehension.
X3 Not Met Overall experience conf 96%
Increased customer effort by forcing them to navigate a website alone instead of guiding through steps on the call.
Call Transcript24 turns · 24 lines
Speaker 1
This is Joel Sallinger, S-A-L-L-I-N-G-E-R, in Texas. And I'm having, I'm trying to hook up a, my TV onto the internet, and I'm using a Zumo remote.
00:00
Speaker 2
Welcome to links is support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Thank you for calling. This is Carol, how may I help you? Okay. Mhm. Okay. Um, you're using it to connect your TV?
00:00
Speaker 1
Uh, no, I I I'm right from, uh, right in front of the TVs right here. No, I'm not, I'm not, uh, I I'm close to it. Now, the TV, the TV TV TV has been hooked up to Wi-Fi before we we've added a, um, a connection called the, the Zumo. It's a remote controller. And it's not let, it's not hooking me up at all. So, this is why I'm calling you. And I've talked to spectrum already and they, this is the phone number they gave me to ask you to. I think there is a, uh, a, a password that you guys have that you
01:00
Speaker 2
okay. okay. so sir um, um, this is the first time you're going to connect um the TV to the um Wi-Fi or this is working before? Mm-hmm.
01:00
Speaker 1
Yes, right. I don't know if I the links this device. I'm trying to remember what is links is. Uh yes, yes I do. Oh hang on, gotta walk to it that way. Oh Oh boy. Area code 956, 369, 2419.
02:00
Speaker 2
Okay, so this is the first time you're going to connect that zoom linking streaming box, right? Okay, so you may know the model number and serial number of your linksys device? Yes. Do you have a linksys device? Like your wireless router? Your wireless router. Okay, can I have the model number? Okay. So while you're looking it, sir, can I have your phone number? Thank you.
02:00
Speaker 1
Okay, first name is Joel, J-O-E-L-Last name is S-A-L-I-N-G-E-RSALIN. Yes. GinaSal, J-I-N-A-S-A-L@Gmail.com. Right. The model number for the router. The link says
03:00
Speaker 2
And again, your first name is Joe, J O E, and last name is Salinger, S A L I N G E R. okay, sorry. Oh, it's just only one L, correct? And how about your email address? Okay. Okay, so let me just check if I got it correctly, J for John, I for India, N for Nancy, A for Apple, S for Sugar, and then A for Apple, L for Larry at gmail.com. Okay, and do you have the model number now? [ silence ] L in citi, yes.
03:00
Speaker 1
Uh, I'm looking at it real close here. It's underneath the device. Hang on. It's a little small numbers and stuff. Sometimes difficult to see. Let me put the light on it a little bit better. Okay. Um, what number do you need? [silence]
04:00
Speaker 2
you can check on at the bottom or underneath the device mm hm [silence] what you like
04:00
Speaker 1
Okay. I want to say the model number is hang on one moment here. Hang on to the phone too. Wireless network Linksys 00421. uh serial number uh 21 Peter 10C 628 00421. That's repeat 21 Peter 10C 628 00421.
05:00
Speaker 2
Oh, how about the serial number? Yes. Again, okay.
05:00
Speaker 1
The model number, I'm looking at that. Does that say "wireless network?" It says, "linksys, L-I-N-K-S-Y-S-2-0-0-4-2-1." Hang on one moment. I'm getting in. It says linksys and I see the letters E-A-8-3-0-0-zero-zero. That looks like a model number to me. Yes. That's correct, right? [silence]
06:00
Speaker 2
Okay, and how about the model number? Yes. No, sir. You can check it maybe on the top of the device or right below lenses. Um you can check as uh, okay. Okay. That's the model number. So the one that's on the top, right? Okay. Again, that is E for Edward, A for Apple, 8300, zero, correct? Okay. All right, thank you for this.
06:00
Speaker 1
That's correct. [silence] Okay. So does that tell me that you can't help me?
07:00
Speaker 2
information, sir? Okay. And again, you have a problem connecting your Zoom in first time to connect, right? Okay. Sir, before we do start for any troubleshooting, let me just inform you about the status of your linksys device, okay? It shows it here in our system, sir, that your linksys server EA8300. This router is already part of our and of support devices. So that means, sir, linksys is no longer providing any technical assistance to this router. Mm, right? What we can offer, um, yes, sir, but what we can offer, if your internet connection is working fine, you can visit our website and that is support.linksys.com where you can take advantage of our talk to chat support. Okay? So, basically, you need to go to support.linksys.com and then you are going to see there a tab for you to show like a live chat with us. So, that feature is line support, online support. Doesn't matter what router you're using, as long as you are just going to visit support.linksys.com, so we are glad to have helped you, sir.
07:00
Speaker 1
I can't tell you how much fun that's going to be. Okay. hang on. Uh you're gonna have to give me that information, and I'm working where I can write this down. Okay. So, uh can you give me that information again? Yeah. lynx sys S Y. I have L I N K S Y S lynx sys. Okay, good. And that's the, [silence]
08:00
Speaker 2
Oh, the advantage of our AI tool, that can also give you instructions on how to track the Wi-Fi settings so that you can connect your Zumu device to the network. Okay, again, support. That's linksys.com. L-I-N-K-S-Y-S. Yes. That's our website, our support site. We have an AI.
08:00
Speaker 1
You're. So let me report this. The basically is a support group. And its username is L-I-N-K-S-Y-S Lyncsys. Okay. It's a support. Linksys.com.
09:00
Speaker 2
yes sir that's the link again sir. the link to access the website is support.linksys.com. [silence] yes. that's a website okay. since we cannot provide you um with any uh technical assistance since your router is already um part of our out of support devices and of support products okay. and then if you need assistance you can use our AI tool. okay? then the AI tool should or the AI agent can be [silence] [silence]
09:00
Speaker 1
OK, OK, I think I've got everything here. Here you you're, uh, you're sending me to a website called Support.Links. Is.com, OK, what are they gonna surprise- what are they gonna supply me with? What is your AI, what- now what is this AI Co- Is that a- Oh, an agent. Oh, I get it. All right. All right. So, and that's all you can do for me, right? Well, then you've been very, [silence]
10:00
Speaker 2
Be found on our website, the one that I provided to you, the, the support.linksys.com. Yes, sir. You can, use our AI tool if you need technical assistance to your router to check settings so that you can. Okay. No, sir. AI tool, AI agent that can assist you on how to check the settings on your router, yes. It's an AI agent. Um, yes, sir.
10:00
Speaker 1
very helpful, that. Okay, what else do I need to talk to you with. I will. Alright. Thank you very much. Alright, goodbye.
11:00
Speaker 2
Okay. Okay. Okay. So you can check that site, support.linksys.com sorry, okay? you're welcome. So thank you for calling linksys. This is carla. Goodbye for now.
11:00