V2 Rubric Detail — c273786c-6c35-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 23:22
Duration
8m 40s
Contact
Benjamin Check
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134154
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6700_Linksys App
⚠ 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.
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused troubleshooting and abandoned the customer despite OOW best-effort policy requiring meaningful assistance.

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
Technical0.62/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent dismissed the customer due to the router's EOL status without attempting any best-effort troubleshooting, provided factually incorrect information (wrong URL), and failed to demonstrate ownership or empathy. This constitutes avoidance/evasion, warranting an auto-zero under policy.

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 98%
Agent stated the router is end-of-life and no longer supported, offering no functional solution to the customer's core request to use the app; customer left without resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were attempted — no reboot, firmware check, app login verification, or local access test — despite the issue being potentially resolvable.
R3 Not Met Correct resolution path conf 96%
While the EA6700 is out of warranty, agent failed to provide best-effort troubleshooting (e.g., local access guidance, firmware, reset) as required by policy for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not diagnose the actual issue (app registration failure), skipped root cause analysis, and defaulted to EOL status without assessing symptoms.
T2 Partially Met Appropriate tools / resources used conf 92%
Agent correctly used internal system to verify EOL status, but failed to use available tools (e.g., KB, local access steps) to assist despite OOW best-effort requirement.
T3 Not Met No misinformation conf 95%
Agent provided incorrect URL 'support.support.linksys.com' (should be support.linksys.com) and incorrectly said email cannot be used — contradicted by KB guidance on local access.
Communication
C1 Not Met Clear & professional language conf 94%
Agent did not set expectations, frame the interaction, or guide the call; conversation was disjointed and ended abruptly without closure.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms but failed to confirm understanding or adapt to customer’s confusion and possible language barriers (Mandarin interjections).
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disowned the case by citing EOL status and offering no follow-up, transfer, or self-help path beyond a broken URL.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up commitments were provided; customer was left to figure things out independently.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact, so continuity could not be maintained.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was within L1 scope despite device age.
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 97%
Agent showed no empathy, did not acknowledge frustration, and delivered news in a transactional, impersonal manner.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust to customer’s pace or confusion; continued without checking comprehension despite customer’s hesitation and side comments.
X3 Not Met Overall experience conf 95%
Provided incorrect URL and vague instructions, forcing customer to search again — added avoidable effort.
Call Transcript15 turns · 16 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.links.com. Please have your device serial number ready. For assistance, please press one now. For out of warranty products, paid support may be available. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options may be available depending on the issue.
00:00
Speaker 1
Thanks, everybody. Hmm? Hmm? Hmm? What? I'm on a phone. I'm on a phone with a Wi-Fi company. I'm coming right back. hello? I was calling for assistance I hello? can you hear me? all right I'm just calling looking for assistance to get my I want to be able to work um on the Linksys app with my Wi-Fi. um yes to like be able to work on like looking at what's all um going through my Wi-Fi router and all that but every time I try to register it it says uh call you. So all right The Serial Number
01:00
Speaker 2
Thank you for [Silence] "links question, this is skarmerrie" Helpview. The "link point" [Silence] Hello. Okay. Yes, I can hear you. Aw. Okay. Aw. Skarming metrics app. Uh huh. User. [Silence] Okay, um sir, before we continue, may I ask first, what's the model number and serial number of your router? Your legal to device [Silence]
02:00
Speaker 1
So serial number, yeah. The serial number is one, three, seven, one, zero, six, zero, seven, six, zero, eight, nine, zero, seven. That's correct. It's correct. Is that right under it? Uh, underneath the serial number it says like a Mac address and then has a number. Oh, right there, model. It's E..A..6700.
03:00
Speaker 2
okay let me check if i got the correct serial number that is [REDACTED_CARD_NUMBER]. and what is the model number of this router? yes underneath the router sir. um um how about right below lynksys or right next to um lynksys. okay and who's your internet service provider?
03:00
Speaker 1
I'm looking at my TDS right now. TDS Call the TDS uh uh U S uh yeah uh EAA that's 6,700 is the model number. 6,700. Plugging it in and pressing that button, right? It is plugged in the button. I last name is Beck. C as C H E C K. Bencheck360@gmail.com. Where you can press Reader button that red button. While this button allows you to turn it on, that button allows you to hear
04:00
Speaker 2
Okay, and you're calling from US, right. Yeah, but your location is it US or Is it Canada. Okay. again the device is an EA 6700. Right. Uh, uh, okay. All right, we can have your phone number sir to complete your record. Okay, how about your first name and last name. okay, and last name. Sorry, uh I was asked to provide the last name and the email address
04:00
Speaker 1
That's correct. [silence]可以 [silence]你在酱 [silence]在吗 [silence]
05:00
Speaker 2
Okay, thank you for this information. All right. Um, again, you want to use the Linksys app um to, um, like, check the settings on your router. And is this the first time that you're going to start, um, um, use the Appirthi for this router? Mhm. Yeah. Okay. Alright, so before we do, um, start for, um, like any troubleshooting, um, let me just inform you about the status of this, um, Linksys router, the EA6700. Um, it shows that here on our system that the router that you have is already an end of life and end of support. That means, um, your device is already out of warranty and Linksys is no longer providing, um, technical support since this is already an end of life, um, router. Okay. [silence] [silence]
05:00
Speaker 1
Okay. So you're saying that I can't use this Wi-Fi on the app? Yeah, yeah. I I I don't I don't really need anything. I just need to be able to get on the app to view everything myself. So will I be able to view it on the app? Yeah, yeah. Hang on. Yeah, without looking. Okay, well, if it's not connecting, it might be a network thing if you're on Wi-Fi. Yeah, yeah, I'll just try to connect it to a different Wi-Fi. Yeah, I can come upstairs, grab the device, and switch it to different Wi-Fi very quickly if you just want me to.
06:00
Speaker 2
But no need to worry about it, sir. You may use our AI tool that can be found in our website and that is support.Linksys.com. Well, you should still be able to access it. You may check it, sir but you can ease it but it's just that we cannot provide you like technical assistance since this router is already end of support. Mhm. The only way for the only way for so the only way for the app. Yes sir. As long as do not use the the remote access on this one, sir. If you want to use the app, you need to use the local access.
06:00
Speaker 1
OK local access all right umm will I be able oh that's on the bottom of the device okay but what should I put in for email so nothing OK? all right I'm going to
07:00
Speaker 2
Yes. Local access or router, um, access router, um, password. Do not use the email or, um, or the email and password. So just use the router password. Um, no, sorry, because, um, this one, sorry, on the remote access, as well, using the app is no longer, um, supported. It's already discontinued. So you can use the app by using it, um, just the local, um, access to your router. So you can no longer, uh, like remotely access the, um, um, the, um, settings of your router.
07:00
Speaker 1
Okay. Okay. What's that website for that? Okay. All right. Thank you. You too, goodbye now.
08:00
Speaker 2
you can try to use our Linksys AI tool sir on our website if you want, uh, like a step-by-step, uh, assistance in this. Mhm. You can go to support.support.linksys.com. You're welcome. So, thank you for calling Linksys. This is Carla. Have a great day. Goodbye, sir.
08:00