V2 Rubric Detail — be21a8ba-607d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 01:27
Duration
5m 2s
Contact
Janice Record
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132350
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall18.6% (-37.4)

V2 Grader Summary

The agent failed to troubleshoot or resolve the customer's internet outage, did not demonstrate ownership, and offered no empathy despite clear frustration. While technically accurate about warranty status and paid support pricing, the lack of any diagnostic effort, best-practice OOW troubleshooting, or customer-centered communication left the issue entirely unresolved. The interaction represents a systemic failure to meet Linksys support standards for out-of-warranty cases.

V1 Case Analysis

Customer reports no internet connectivity; router EA6100 out of warranty. Agent offered support site articles and paid support; customer plans to replace router.

Troubleshooting Steps
  • Verified product model (EA6100)
  • Collected serial number (14X1)
  • Checked warranty status (out of warranty)
Key Observations
  • Agent misnamed the customer as 'Miss Janice' despite being told 'Harry' [02:00].
  • No basic troubleshooting (e.g., power-cycle, WAN connection check) was attempted for a complete internet outage [03:00–04:00].
  • Agent offered paid support without first attempting any free diagnostic steps, despite the issue being common and resolvable [04:00].
  • Customer is 82 years old and self-identifies as not tech-savvy, yet agent provided no guided support or empathy [01:00].
  • The support URL provided (http://support.linksys.com) was correct and relevant to the issue.
Positive Highlights
  • Correctly identified the router model (EA6100) from customer input [01:00].
  • Collected the serial number (14X1) as spoken by the customer [01:00].
  • Accurately stated the warranty status as out of warranty [03:00].
  • Provided the correct support URL: http://support.linksys.com [04:00].
Agent Errors / Gaps
  • Failed to perform any diagnostic steps for a complete internet outage, violating standard troubleshooting protocol.
  • Misidentified the customer's name and gender, calling 'Harry' 'Miss Janice'.
  • Offered paid support without first attempting free, basic troubleshooting steps appropriate for the issue.
  • Failed to acknowledge customer's age and lack of technical knowledge, resulting in poor communication and empathy.
  • Did not confirm whether the customer could access the support website or understand how to use it.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still has no internet and no solution (no RMA, escalation, or fix) was provided.
R2 Not Met Diagnostic thoroughness conf 95%
Agent did not perform any troubleshooting steps; only asked for model/serial and then offered self-service articles.
R3 Not Met Correct resolution path conf 90%
Device was out-of-warranty, but agent did not attempt best-effort troubleshooting before offering paid service, which is contrary to OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic questions or logical sequence were used to identify the root cause of the connectivity issue.
T2 Not Applicable Appropriate tools / resources used conf 100%
No tools (remote session, logs, speed test, etc.) were used because no troubleshooting was performed.
T3 Met No misinformation conf 95%
Agent correctly stated the router is out of warranty, gave the correct support URL, and quoted the correct price for paid Connect service.
Communication
C1 Not Met Clear & professional language conf 90%
Interaction lacked clear framing, expectations, or structured transitions; agent jumped straight to options without guiding the call.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but mis-addressed the customer (called them 'Miss Janice' despite the name being Harry) and did not verify understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of the connectivity problem; instead they redirected the customer to self-service and a paid service.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next-step options (KB site, AI tool, paid service) but provided no concrete timeline or commitment to follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted based on the information provided.
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 90%
Agent offered no empathy for the customer's frustration and did not acknowledge the desire to switch routers.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone or pace; continued with scripted options despite the customer's upset tone.
X3 Not Met Overall experience conf 90%
Customer had to repeat information (name, serial) and was not guided through any steps that could reduce effort.
Call Transcript7 turns · 8 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 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 select from the following. 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. Thank you for calling linksys. This is ZP. How can I help you? [silence]
00:00
Speaker 1
gave me this number to call because they said their end is OK. Um, so I, I, I, um, assume it's a, a link, sis, that's not, listen, and I'm 82, I'll tell you right off the bat. I don't know what I'm doing, but I can give you on the, the little device uh, that says E-A-6-1-0-0, if that's what you need. Okay, is it, uh, SN, is that what it would be? Or. Okay. It's 1, 4, X, 1.
01:00
Speaker 2
the model number and what about the serial number, ma'am? Just try to look underneath the device. Just look for s slash n. That is the serial number. Yes. Okay. And I'm sorry. I wasn't able to get your name. Can I have your name? And your uh, email address, ma'am. [silence] All right. [silence] Yes. It's is it Carrie? C-A-R-R-Y-E. Oh, Harry. Okay. Yeah. Okay. So it is H-A-R-R-Y. Okay. And then R-I-C-O-K@A-O-L.com. Right?
01:00
Speaker 1
just the first three letters of my name, last name, tell me that again yeah, yes, it's my phone and my iPad yes, I don't I don't use a computer my my daughter does when she's here but,
03:00
Speaker 2
Oh. OK. Got it. OK ma'am. So. Alright so I just checked the serial number of your device. Actually um since right now you don't have internet connection so all of your devices can't go online. Right? All of your wireless devices cannot go online, your computers can't go online, your phone, so you just have your phone and your iPad. OK. All right. Yes ma'am sir. Yes, well upon checking here in our system your router EA6100 ma'am is already out of warranty. OK? And[silence]
03:00
Speaker 1
No. No, you know, this is a I think I'm just going to get a different router, or a different company. You know, I would expect some kind of help.
04:00
Speaker 2
That just means it's no longer covered for free technical support. However, Miss Janice, we can give you two options for this. Uh either you go for our online site, that is for free our linksys.com. Okay that is h t t p colon slash slash support dot linksys.com. And uh you can find their articles uh related articles and how to set up your linksys device. Wee also, you can also take advantage of our AI tool at, the bottom right. And the second option is our paid connect service, which will cost you fifteen dollars. I It's just a one-time payment, lasting for sixty minutes of trouble shooting. So I can walk you through the process for that, but there is a fee for this service. Okay.
04:00