V2 Rubric Detail — bfced34a-7009-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 20:17
Duration
12m 25s
Contact
Ricky Knutson
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134663
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300_ Initial Setup of the router
⚠ 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: Agent engaged in avoidance/evasion (B) by refusing to provide any technical assistance for an out-of-warranty device, despite the expectation of best-effort troubleshooting, and instead directed the customer to paid services without attempting resolution.

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
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to provide any meaningful support, citing warranty status as a reason to disengage entirely. No troubleshooting, accurate information, or empathy was offered. The use of invalid URLs and abrupt termination confirms a critical failure in compliance and customer care, warranting an auto-zero for evasion.

V1 Case Analysis

Customer unable to set up used Linksys router due to existing account association. Agent collected serial, phone, and email but did not request model number, provided incorrect support URL (support.linxes.com), declared out-of-warranty status without verification, and offered only paid support. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect the router model number, a critical omission for proper support (transcript: no mention of model).
  • Provided an incorrect and potentially unsafe support URL: 'support.linxes.com' instead of 'support.linksys.com' ([12:00]). This is a confirmed ASR hallucination variant, but the agent did not correct it or verify the domain, violating ACCURACY.
  • Incorrectly claimed that out-of-warranty devices receive no technical assistance, directly contradicting the Linksys KB (universal_support_contacts.md), which states: 'For additional support, visit Linksys Support or contact our team with your router model number.' No such restriction is mentioned.
  • No troubleshooting steps were attempted or suggested (e.g., factory reset, account unlinking, or local login via myrouter.local or 192.168.1.1). The KB provides clear setup and reset guidance for used routers (see universal_legacy_device_wifi.md and linksys_now_login_admin.md).
  • Long silences and lack of empathy; agent failed to acknowledge customer frustration or control the call flow.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Missing model number collection — critical for device-specific guidance.
  • Provided incorrect support URL (support.linxes.com) — violates ACCURACY and poses potential security risk. This is a known Voxtral hallucination of 'support.linksys.com' (see ASR normalization guidance), but the agent did not verify or correct it.
  • Falsely claimed no technical support is available for out-of-warranty devices — directly contradicts the Linksys KB and support policy.
  • No troubleshooting performed — failed to suggest factory reset, account cleanup, or local login (e.g., myrouter.local or 192.168.1.1), all of which are documented in the KB.
  • Poor communication — long silences, lack of empathy, and failure to provide structured guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent declared support unavailable due to warranty status and ended the call without resolving the setup issue or providing any functional workaround.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps were taken; agent only requested a receipt and immediately defaulted to warranty denial without attempting setup guidance.
R3 Not Met Correct resolution path conf 98%
Agent refused assistance solely based on warranty status, violating the requirement to provide best-effort troubleshooting for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms, ask relevant diagnostic questions, or attempt to determine root cause—only repeated warranty script.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (e.g., account lookup, admin access) were used to verify router status or assist setup, despite clear need.
T3 Not Met No misinformation conf 97%
Agent provided invalid URLs: 'register.linxss.com' and 'support.linxes.com'—neither are official Linksys domains.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked structure or control; agent followed no logical flow and ended abruptly without managing expectations.
C2 Not Met Confirmed understanding conf 95%
Agent used a rigid, non-adaptive script despite customer confusion and frustration, offering no clarification or simplification.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abdicated responsibility by refusing help and redirecting to paid services instead of owning the case.
O2 Not Met Proactive follow-through conf 96%
No clear next steps were given—only vague references to an AI tool and paid support with no timelines or ownership.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted; agent simply denied service.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for customer’s situation—no acknowledgment of frustration or difficulty with used device setup.
X2 Not Met Tone & rapport conf 95%
Agent failed to adapt to customer’s tone or emotional state, maintaining a detached, scripted response throughout.
X3 Not Met Overall experience conf 96%
Customer was forced to repeat information and received no actionable help, increasing effort unnecessarily.
Call Transcript16 turns · 17 lines
Speaker 1
And everyone, what? Yeah. Yeah, what's it all the burden? Yeah, what's it in it? Yeah, what's it in it? Yeah, like, I get it, you know? [silence] Yeah, I'm trying to set up my router and I'm having a hell of a time. Um, I bought it used, so I think it's been
00:00
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.linxss.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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.
00:00
Speaker 1
- uh, used before. But the first time I'm using it, um, I set up an account and I never had a LinkSys account before. And it says that I already have a router on my account. I don't know how that's possible.
01:00
Speaker 2
Okay. So we can actually manually set up this router. But minute. I know first the model number and serial number of that router. Okay. And how about the serial number? Again that's one nine T for Tanga, one zero S for sugar, zero three nine zero six five two five. Where did you bought this router, sir?
01:00
Speaker 1
Yeah. Uh, I don't know. I live with somebody else. Um, I'm in uh, Barrow, Utah. So they only have one provider out here. It's I know it's uh, shit. Um, I don't know. I shitty. Um, I have to walk up to the front house and ask them who their provider is. So this will take a minute cuz it's like 100 yards away. Uh, 323-579-6190. [silence] I'm going to go to the bathroom. We're going to head out. I got to go somewhere. Uh, gotta go. I gotta go.
02:00
Speaker 2
JD power and how about your internet service provider okay okay can you have your phone number sir to create a record for this call and how about your first name and last name
02:00
Speaker 1
Ricky, R-I-C-K-Y K-N-U-T-S-O-N W-I-T-S-O-N, it's just gonna have to wait a second. Yeah, we're having wind and fires and all kinds of stuff out here. All right. Can you hear me now?
03:00
Speaker 2
[silence]
03:00
Speaker 1
Yeah, you got Y.U.M.G right? [silence] Okay, and then rel2469@gmail.com and it's [silence] You say 80? or Star династар hunter? [silence] Yes. [silence] Okay. [silence]
05:00
Speaker 2
Yes, yes, . eh, email.com. Yes. Yes, our length. Thank you. Sorry, and again, So, uh, sorry.
05:00
Speaker 1
[silence] Thank you. Okay. No, I didn't think I needed it. Uh, all. Wait, because it's out of- because it's out of warranty, you guys can't help me set it up? Okay. [silence]
07:00
Speaker 2
for that hold okay sir um do you have the receipt of this um router when you bought it at proof store okay um because this is still like um validate the um the warranty of the uh router since um if you base it on serial number this router is already out of warranty and if the device is already out of warranty uh sir um complementary or the technical support is no longer um available that's why um we to validate the warranty is For out of warranty device sir okay um we have different options okay okay we have the um again uh there's no receipt on this one sir when you bought it
10:00
Speaker 1
I paid like five bucks. This was. And. Yeah. [silence]
11:00
Speaker 2
Okay, hold on, let me just check. Hello, sir. Okay. Um, um, um, yeah. Yes. Uh-huh. Um, I hope that's good. Okay. So, um, sir, I hope this will do. Um, would you like to do something else or? Okay. Thank you very much for your time. I hope you and your lovely family have a great day and see you for next time. Bye-bye.
11:00
Speaker 1
never mind i won't use windows systems ever again
12:00
Speaker 2
[KEEP_UNCERTAIN] With the out-of-support, um, we do have these options. Uh, we have our AI tool that can be found on our website, support.linxes.com. And we have also a paid K-Nex service that, um, it's a one-time non-refundable technical support.
12:00