V2 Rubric Detail — caac8010-7f08-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 22:18
Duration
18m 23s
Contact
615-715-2219
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#EOS00136990
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300 - no internet
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all meaningful troubleshooting, provided no actionable technical path, and falsely declared the device dangerous to justify inaction.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to perform any L1 diagnostics and provided materially inaccurate, alarmist information by claiming the EA7300 is 'dangerous' and allows anyone to 'see you through the internet,' which is not supported by any Linksys KB. The agent evaded the troubleshooting process entirely by recommending a router replacement, justifying an auto-zero for Avoidance/Evasion.

V1 Case Analysis

Customer reports no internet on rented Linksys router. Agent collected no model/serial, performed no troubleshooting, and inaccurately claimed the router is dangerous. No valid resolution path provided.

Troubleshooting Steps
  • Asked if internet service is activated.
  • Asked for ISP name.
Key Observations
  • Agent failed to collect product model, serial number, or any identifying information about the router.
  • No meaningful troubleshooting was performed — did not check WAN status, LED indicators, or physical connections.
  • Agent made a materially false and alarming technical claim at [17:00] that the router is 'dangerous' and 'anybody can see you through the internet,' which is not supported by any KB and contradicts standard networking principles.
  • No verification of ISP service or modem status was attempted.
  • The only next step was a vague promise to send an email with replacement instructions, with no details on process, eligibility, or timeline.
  • Agent did not mention or check whether the device was ISP-provisioned, which is critical for replacement eligibility (per universal_support_contacts.md).
Positive Highlights
  • Collected customer's email address.
  • Created a case ticket (implied).
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Failed to collect essential device information (model, serial number) required for support.
  • Performed no actual troubleshooting steps beyond asking two generic questions.
  • Provided materially false technical information about router security risks.
  • Did not follow standard no-internet troubleshooting flow (e.g., check WAN LED, reboot sequence, ISP verification).
  • Did not determine if the device was ISP-provisioned, which dictates replacement responsibility.
  • Did not explain or verify any support eligibility, warranty, or replacement process.
  • Gave no actionable or concrete next steps — only a vague promise of an email.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent recommended replacing the router without resolving the connectivity issue or confirming root cause; no resolution achieved.
R2 Not Met Diagnostic thoroughness conf 95%
Only asked if internet service was activated; skipped basic steps like checking cables, power cycling, or logging into the router.
R3 Not Met Correct resolution path conf 94%
Jumped to recommending a new router without assessing warranty, firmware, or configuration issues that could be resolved in-band.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
No diagnostic sequence; failed to identify whether issue was with ISP, router, or local configuration.
T2 Not Met Appropriate tools / resources used conf 92%
Did not use router admin interface (http://192.168.1.1), check WAN status, or verify connectivity — tools clearly required.
T3 Not Met No misinformation conf 95%
Claimed the EA7300 is 'dangerous' and 'anybody can see you through the internet' — this is unsupported by the KB and factually incorrect.
Communication
C1 Not Met Clear & professional language conf 91%
No clear agenda, long silences, no control over conversation flow; interaction was disjointed and unfocused.
C2 Not Met Confirmed understanding conf 90%
Used fear-based language without explanation; did not confirm understanding or adapt to customer's renter status and limited control.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Failed to take ownership; outsourced resolution to landlord via email without follow-up or verification.
O2 Not Met Proactive follow-through conf 92%
Promised to send instructions but gave no timeline, no detail on content, and no commitment to verify receipt or outcome.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and issue did not require escalation — it was a standard L1 connectivity case.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
No empathy expressed; used fear tactics instead of acknowledging frustration or offering reassurance.
X2 Not Met Tone & rapport conf 89%
Monotone delivery, long silences, no adjustment to customer’s emotional state or communication pace.
X3 Not Met Overall experience conf 91%
Forced customer to request a new router; did not reduce effort by troubleshooting or leveraging known steps.
Call Transcript9 turns · 10 lines
Speaker 2
Welcome to Lynx support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.lynxs.com for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at lynxs.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible.
00:00
Speaker 1
Um, Mrs. Dalton Jeter? Yes, sir. Uh, yes, sir. Uh, Dalton D-A-L-T-O-N-T-E-R 21@iCloud.com. Um, so I'm renting a house currently and they had
14:00
Speaker 2
Thank you for calling Links. My name is Nathan. May I know who am I speaking with? Dalton Slovak. Okay to check. All right, is this your first time calling us? Okay, let me create a case ticket for you. Can you give me your email address please? Tell me a little bit about, what is your problem?
14:00
Speaker 1
a Linksys, I guess router, because it's like a guest house. So, the lady that I'm renting from told me to plug it back in and plug the router, the ethernet cable back in and it should connect. And so when I, like I've, I've tried powering it off, unplugging everything and then plugging it back in and it'll allow me to connect to it, but then it says no internet connection underneath it on my phone. And it also like, doesn't refresh anything or load anything and I can't connect my, my TV or my phone or my PlayStation to it. Um, I do not. She said everything should be active though. [telephone dialing] [reading] hey, how's it going? The only thing I have is my Um, PlayStation and Xbox. [silence]
15:00
Speaker 2
[ silence ] All right. [ silence ] Is the internet service activated? Do you know who is the ISP? OK.
15:00
Speaker 1
It is a, e a 7,300. [silence] Okay. Yeah, that's fine. Um, so what do I, what do I need to tell her? that she has to reach out to the. Okay. Sweet. Okay. All right. Um, in the, in the email that you send me, can you just say like that, I need to get a, a new router, okay. Okay.
16:00
Speaker 2
You the instruction on Jillthon Jeter 21 at iCloud.com if you wouldn't like. Yeah do that. [silence] [silence] replace the router because this is dangerous. Uh this is easy to break. Anybody can have this router and can see you through the internet. That's just a danger. That's all we disconnect this one. But for the meantime so that you just have Internet watch TV for today and today or weekend. a week as long as you don't connect your computer or anything personal on the in the system. Yeah it's okay. Okay. I'll send you the instruction. That'd be okay? All right. Oh yeah sure sure I'll make sure that uh is is mention in there. All right then.
17:00
Speaker 1
All right. No, sir. No, all right. Okay. Thank you. Yes, sir.
18:00
Speaker 2
Thanks, Dalton. Anything else I can help? Okay, then apologize account 611, this already in your life and answer what that sorry. The instruction I will send you will be easy to follow. All right? Bye-bye then. Bye-bye. Thanks for calling Linksys today
18:00