V2 Rubric Detail — b9fb9032-6020-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 14:21
Duration
6m 57s
Contact
Tim Hunk
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132238
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SINGLE DEVICE CANNOT CONNECT.
⚠ 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: B — Avoidance/Evasion: Agent avoids responsibility by incorrectly claiming live support is unavailable due to warranty status and pushes customer toward paid support without attempting any troubleshooting, violating OOW support policy.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly claimed live support was unavailable due to warranty status, and avoided ownership by pushing the customer toward paid support. No resolution path was provided, and the interaction was marked by unnecessary repetition and lack of technical guidance, resulting in a complete failure to resolve the issue. This constitutes Avoidance/Evasion (Auto-Zero B).

V1 Case Analysis

Customer unable to access router UI from new phone; MR9600 out of warranty; agent offered paid support but no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never asked clarifying questions about the login problem (e.g., admin password, IP address, Ethernet test).
  • Agent gave contradictory ISP information (customer said Comcast, agent said Verizon).
  • No troubleshooting steps were taken; call ended with only a warranty/paid‑support statement.
Positive Highlights
  • Correctly identified the router model (MR9600).
  • Clearly communicated the out‑of‑warranty status and the availability of paid support.
Agent Errors / Gaps
  • Failed to collect serial number or verify warranty status beyond a generic statement.
  • Did not follow standard troubleshooting flow for router UI access issues.
  • Provided inaccurate ISP details, causing confusion.
  • Did not confirm whether the issue was resolved before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offers paid support without attempting any troubleshooting or providing a resolution path; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, login via http://192.168.1.1, firmware check) are attempted; agent skips to warranty status after minimal info gathering.
R3 Not Met Correct resolution path conf 96%
Agent states 'live support is no longer available' for out-of-warranty device, contradicting KB policy that requires best-effort troubleshooting regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent fails to identify symptoms clearly (e.g., login vs. internet vs. app access) and asks irrelevant questions (email spelling) instead of diagnosing root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No use of KB, web interface guidance, or diagnostic tools; agent could have directed customer to http://192.168.1.1 but did not.
T3 Not Met No misinformation conf 97%
Agent incorrectly states that 'live support is no longer available' for out-of-warranty products, which contradicts universal_support_contacts.md and universal_firmware_update.md.
Communication
C1 Not Met Clear & professional language conf 95%
Agent delivers long intro but fails to set expectations, guide interaction, or maintain control; call lacks structure and veers into unnecessary personal detail collection.
C2 Not Met Confirmed understanding conf 94%
Agent uses repetitive, non-adaptive language (e.g., spelling out email unnecessarily), does not confirm understanding, and ignores customer's stated issue.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoids ownership by immediately deferring to paid support without attempting resolution, violating customer ownership principle.
O2 Not Met Proactive follow-through conf 95%
No clear next steps, timeline, or follow-up provided; only vague mention of 'paid support' without details.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent fails to escalate appropriately and instead dismisses customer based on warranty status, despite issue being within L1 scope (login/access troubleshooting).
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed during the call.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent says 'I really apologize' showing minimal empathy, but provides no meaningful support or acknowledgment of frustration.
X2 Not Met Tone & rapport conf 93%
Agent maintains scripted, one-size-fits-all tone without adapting to customer’s confusion or adjusting pace/complexity.
X3 Not Met Overall experience conf 96%
Customer forced to repeat name, email, and number; agent creates unnecessary effort by focusing on data collection over problem-solving.
Call Transcript12 turns · 13 lines
Speaker 1
welcome to Lisa's port hi I'm having a an issue with my Wi-Fi No, I do. [silence]
00:00
Speaker 2
Welcome to, uh, Lynx's support. [silence] 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. [silence] Register your product by visiting register.lyncs.com. Please have your device serial number ready. [silence] For assistance, press one now. [silence] For out of warranty products, 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. [silence] Hi, thank you for calling Linksys. This is Gordian [silence] I hope you have a great day. [silence] You're not getting any internet connection coming from your Linksys router.
00:00
Speaker 1
And when I uh login, I can log in. But on a new device, when I try to login, it will not allow it. I'm sorry? Yes, a new phone. new phone. Yes. I I can connect. Yes. I can, can connect to the network, but I can't connect to the router. Or I'm sorry, I I can connect.
01:00
Speaker 2
which specific device that won't connect to the network? What device, sir? Is that a newly purchased phone? a better? Is this your- is this your very first time calling us for support? You know, are you- are you calling from United States? [silence] Go ahead. Okay, what do you mean? So, you can connect to the network,
01:00
Speaker 1
[silence]
02:00
Speaker 2
So your phone can connect to your router or to your network, but you can't access the Linksys app or the web interface. May I know your first name and last name? Kim, K-I-M, right?
02:00
Speaker 1
No. [silence] And it's H U N T as in Tim. [silence] Hunt H U N T. [silence] 412-952-017. [silence] H F U N T at H I dash I N C dot c
03:00
Speaker 2
HUANG, H-U-N-G, and your call back number. Okay, Tim HANK, and your last name, sir. Sorry, what I mean is your call back number. IN your email. Okay, is that H for Henry, letter F for Frank, K for Kite at H for Henry, O for Oscar, I for India dash, I for India, N for November, C for Charlie. speedly.com. And how many links does, okay, thank you. And how many links does router do you have? Can you please provide the serial number? [silence] speedly.com.
03:00
Speaker 1
Octavez me now. Yeah. Well, I, I have, I have both comcast internet service and szn service. I have both. I'm connected to both.
05:00
Speaker 2
And who is your internet service provider. Your main router is connected to the modem, right? So your internet service provider is Comcast. But how about your main router?
05:00
Speaker 1
tyzen. Model number is I don't see a model. Oh yeah, MR9600.
06:00
Speaker 2
connected to Verizon, okay, that's good. And the model number of your Linksys device is an MR9600, right? Lecturer: Yeah. So now before we proceed, I would like to set an expectation regarding the warranty status of your Linksys product. Like I said, it indicates in our system that this router is no longer under warranty and I really apologize that live support is no longer available. However, we have a paid support so I can still assist you further but
06:00