V2 Rubric Detail — c0a1b850-75a4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 23:29
Duration
6m 15s
Contact
Allen Waver
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135575
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E1200 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall17.3% (-12.7)

V2 Grader Summary

The agent failed to troubleshoot, made technically inaccurate claims about AI-driven security risks, and advised replacement without verifying warranty or attempting best-effort OOW troubleshooting. The customer's issue was not addressed, no meaningful next steps were provided, and the call ended without resolution.

V1 Case Analysis

Customer reports ongoing issues after new modem install; router suspected. Agent advised purchasing new router without troubleshooting, model verification, or self-help guidance.

Troubleshooting Steps
  • Collected serial number
Key Observations
  • Agent never identified the router model or performed any diagnostic steps (e.g., power cycle, WAN check, or firmware verification).
  • Agent provided factually incorrect information about warranty terms (three-year warranty) and support eligibility (unlimited phone support), contradicting universal_support_contacts.md.
  • Agent falsely claimed the router was insecure due to age and AI-driven hacking, unsupported by the KB.
  • No troubleshooting steps were attempted despite standard protocol requiring reboot and modem/router power cycle (universal_escalation_guide.md).
  • Agent failed to collect model number or verify warranty status, violating core support protocol for hardware issues.
  • Communication lacked structure, empathy, and clear next steps beyond purchasing new hardware.
Positive Highlights
  • Collected the router serial number from the customer (transcript 02:00).
  • Confirmed the customer's internet service provider (Spectrum) (transcript 01:00).
  • Obtained the customer's email address for potential follow-up (transcript 01:00).
Agent Errors / Gaps
  • Failed to verify router model or firmware version (transcript 02:00–03:00).
  • Did not perform basic troubleshooting (e.g., power cycle modem and router) as required by universal_escalation_guide.md.
  • Provided incorrect warranty information: new Linksys routers do not come with a three-year warranty or unlimited phone support (transcript 05:00; contradicts universal_support_contacts.md).
  • Falsely claimed the router is insecure due to age and AI-driven hacking, which is not supported by the KB (transcript 04:00).
  • Did not create a case or document interaction in HappyFox.
  • Offered no self-help resources or KB articles despite customer being out of warranty (universal_support_contacts.md).
  • Jumped straight to hardware replacement without validating the issue or isolating the fault (universal_escalation_guide.md).
  • Incorrectly closed the call without resolution or proper path forward (operational_closure_status: incorrectly_closed).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the router was obsolete and advised replacement without confirming the reported problem or attempting any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
Only the serial number was collected; no diagnostic steps (firmware, connection, settings) were performed.
R3 Not Met Correct resolution path conf 96%
Agent advised replacement without verifying warranty status, ISP provisioning, or attempting software-based fixes, despite the OOW standard requiring best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask about symptoms, connection type, or ISP configuration; no logical diagnostic process was followed.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote session, admin console, firmware lookup) were used despite the need to investigate the reported issue.
T3 Not Met No misinformation conf 93%
Agent made unsupported claims that the router could be hacked by AI and that 'people can see you', which are not in KB and are technically inaccurate.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow but delivered a long monologue without setting clear expectations or managing transitions effectively.
C2 Partially Met Confirmed understanding conf 89%
Language was simple but agent never confirmed customer understanding or adapted explanations to the customer's level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call but did not take ownership of diagnosing the issue; instead defaulted to replacement advice without effort.
O2 Not Met Proactive follow-through conf 95%
Next step was vague ('go to Walmart or Best Buy') with no timeline, follow-up, or concrete action plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was out-of-warranty hardware limitation, not a complex technical fault requiring higher-tier support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite and said 'I understand exactly what you're saying' but did not explicitly acknowledge frustration or show strong empathy.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a steady tone but did not adapt to customer confusion or pace; no comprehension checks were made.
X3 Not Met Overall experience conf 94%
Customer repeated the serial number multiple times; agent did not use that information to advance the call, creating unnecessary repetition.
Call Transcript13 turns · 13 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 option may be available depending on the issue. [silence] Thank you for calling Linksys. My name is Nathan and I'll be helping you today. [silence] Nathan, how can I help you?
00:00
Speaker 1
um I talked to I just got a new modem and I'm still having problems and they said Spectrum said if you still have problems that's probably your router and they gave me uh probably yes probably the router and they gave me your number to call. Yes. uh says that the spectrum is my internet service provider. Uh oh I'm having a hard time hearing you here. Terry oh mailing address? is that what you said? Email. Oh yes. yes South Drive garage at icloud.com
01:00
Speaker 2
Sure. Is this your first time calling us, Alan, right? Who's the Internet service provider? Spectrum or Xfinity? Okay. let me create a case ticket for you. Can I have your email address, Alan? Okay. May I have your email address? Email, email address, email.
01:00
Speaker 1
I had the serial number I'm not sure how to find a model number, but I have a serial number. Are you ready? 1 0 8 2 2 C 6 A 4 6 8 0 6 7 yes 8 2 2 8
02:00
Speaker 2
K. Now, can you tell me what is the model and the serial number of your Linksys router? Go ahead. You can go ahead. Let me take a look. Stay with me. Can you read one more time, Alan? One zero, eight as in... Eight as in number eight or A as in apple?
02:00
Speaker 1
you're going to enter in that number. 1-0 8 as in the number eight two two c as in cat six a four six eight zero six seven [silence] oh I got it
03:00
Speaker 2
All right. And then. [silence] Okay, got it. Oh, you have this since 2015, nine years ago. All right. I'll set the expectation to you, Alan: your router is old and obsolete. Most likely, when Spectrum change the modem, they have upgraded the network, they have upgraded the speed, security. Your router cannot longer match the speed of your modem. Do not downgrade the modem because
03:00
Speaker 1
Okay. Okay. My question would be, that's fine, I understand exactly what you're saying. I'm in total agreement with you. Um, how do I go about getting another router, or where do I go get another router? Do I go to Best Buy, or I don't know? Uh, uh, oh, really? I have a Walmart a lot closer than Best Buy. Really.
04:00
Speaker 2
Not just Don't rate the model because it is more secure. The router is not secure right now. Before 10 years ago that was really good. This is good secure. But with the advent of AI and all the security hack, this router can be hack. I don't recommend using this one. Five years ago, yes. But now 10 years, 10 years later, uh it will give you more trouble. We can restore this one, we can form it, we can have it done, but it will leave you vulnerable. People can see you. I know. Did you do? Look to Yes. Smart uh best buy or Walmart or Amazon. Yeah? Okay, today we are not.
04:00
Speaker 1
okay. Well, they sell routers. I, I did not. Gosh. Yes. Oh. yeah, no, I, I will, I will go in the morning, and I will, I will tell them, this is what I need. Okay. He a crisis. They told me, they told me when they gave me the new modem, I was on their tech support last night, and they said that they asked me about the router, and I told them, you know, I gave them, I said, well, it's pretty old, it's probably that. So, they predicted that. Alright. So, that's good. Now, I can go to Walmart, oh, that's not a problem at all. And I've had zero problem with this Lexus product up until this point, but as you said, it's 10 years old. So, okay. And it lives in it, and it lives in terrible conditions. It's pretty dusty in here. So, I, I'm
05:00
Speaker 2
yeah. they shall. go and ask them for linksys and then the linksys will give you three years warranty and the phone support is unlimited. okay? there's no explanation. if you have trouble, we will help you. you go for other brands or they'll give you one year warranty and that's it. they will charge you the next time you call. all right. that's good, Alan.
05:00
Speaker 1
I'm thrilled. Okay. Thank you very much. And you have a good night. I'll be doing this. Uh, uh, bye.
06:00
Speaker 2
You're fine I am nice talking to you and my YouTube My name is Nathan My pleasure helping you have a nice night See ya bye
06:00