V2 Rubric Detail — ba411e2e-6efb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 12:04
Duration
6m 9s
Contact
Karen Culver
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134421
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Auto-Zero applied: Agent avoided providing free troubleshooting for an out-of-warranty device by immediately offering paid service, violating the OOW standard (B — Avoidance/Evasion).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, immediately defaulted to a paid-service offer upon identifying the device as out-of-warranty, and provided no meaningful troubleshooting or resolution. This constitutes avoidance/evasion under the OOW policy, resulting in an auto-zero and an unresolved outcome.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent offered no resolution; customer resolved issue independently before agent provided any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 96%
No meaningful troubleshooting performed — only asked about LED and Wi-Fi name; skipped power cycle, firmware check, or WAN test.
R3 Not Met Correct resolution path conf 97%
Agent declared device out of warranty and immediately offered paid service without attempting best-effort troubleshooting (e.g., factory reset, firmware update check), violating OOW policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms systematically; asked only one diagnostic question (LED color) without probing cause or sequence.
T2 Not Met Appropriate tools / resources used conf 94%
No use of KB, remote tools, or firmware documentation; failed to consult universal_firmware_update.md despite orange light symptom.
T3 Met No misinformation conf 98%
Correctly identified device as EA8300, out-of-warranty, and noted firmware is outdated; no technical inaccuracies stated.
Communication
C1 Not Met Clear & professional language conf 95%
No call framing, no troubleshooting plan, no control — conversation derailed into sales pitch after customer self-resolved.
C2 Not Met Confirmed understanding conf 93%
Used repetitive 'ma’am' without adapting to customer’s level; provided no plain-language explanations or comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abdicated ownership by refusing free support due to warranty status instead of offering best-effort steps.
O2 Partially Met Proactive follow-through conf 91%
Promised to email a guide but gave no timeline or confirmation; partial next step with incomplete follow-up detail.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No genuine empathy — failed to acknowledge customer’s hour-long struggle or frustration; apology was transactional.
X2 Not Met Tone & rapport conf 92%
Agent maintained formal, scripted tone throughout; did not adjust pace or engagement to customer’s emotional state.
X3 Not Met Overall experience conf 95%
Increased customer effort by pushing paid service instead of guiding through free reset or update steps.
Call Transcript9 turns · 11 lines
Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support... Please have your devices 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. Thank you.
00:00
Speaker 1
Hi, I'm having a problem with my router. Um, it's not connecting at all, all of a sudden. Yes. Optimum? Sure. It is 21 P as in Paul 10 C as in cat 648 05 306. Sure. [silence]
01:00
Speaker 2
Hi, ma'am, how can I help you today, ma'am?
01:00
Speaker 1
Correct. Sure, 973-390-9105. Karen, and my last name is Colver, C-U-L-V-E-R. K. Colver, 195. At Gmail. What is the light?
02:00
Speaker 2
uh exit um how about your mail address at gmail.com. Okay. um it shows here that you have an EA 8300. Uh what is the light under the uh top part of your device, ma'am, of your lances? Yeah, the light indicator.
02:00
Speaker 1
the one that is on it looks like a like a world with a line through it. it's just setting orange. I have shut it off powered it off left it off reset it reset my excuse me my internet I've tested my internet and that's fine um but this keeps coming back to just that orange world with a line through it. yes It is showing up on the screen on my phone. It's the Linksys hyphen it's the zero five three zero six. [silence]
03:00
Speaker 2
mafyes the the Wi-Fi neighbor, the Wi-Fi you set up for your uh for your internet, is it showing up? yes, on your uh on your phone, on your computer, any device. Okay, what's the name of your Wi-Fi ma'? Okay, so you're using the defaults Wi-Fi name. Okay, um, I was able to confirm, ma'. This is EA 8300. This is actually part of our legacy devices and um it shows here that this is already an out of foreign device but
04:00
Speaker 1
Okay. Okay. Well, like, like I just said, it's back on, it's on, it's working. It's, it's working now, like I said before, so I, I guess something finally worked that I did. it's been like an hour that it wasn't so something's working. Okay. Okay, very good.
05:00
Speaker 2
I'm sorry we can no longer provide free assistance for out of warranty devices, ma'am, but I can offer you other options for this. We do have a paid service. Yeah, that is $15 for an hour of troubleshooting. So in that way I'll be able to walk you through with the step by step guide and how you can set this one up, but it's not a guarantee that it will work since the firmware of this device is already an old version. Uh other option, ma'am, if you want to Oh, I see. Okay, well that's a good thing, ma'am. Anyways, ma'am uh if this same thing happens, I'll send you the guide on how you can set this one up or how you can do a reconfiguration that is after you do a hard reset, ma'am. Okay? I'll send it to you right uh on your email address. Okay, thank you so much for your time, ma'am, and feel free to call us back if need further assistance. Have a good day, stay safe.
05:00