V2 Rubric Detail — cf714a24-71be-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-27 00:26
Duration
32m 37s
Contact
Taje Vanwagoner
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00135040
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet connection
⚠ 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 prematurely terminated troubleshooting based on warranty status despite documented requirement to provide best-effort support for out-of-warranty devices, resulting in no meaningful resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp2.50/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent failed to perform required best-effort troubleshooting for an out-of-warranty device, incorrectly stating no support was available. Only one diagnostic step was attempted, no tools were used, and the case was closed without resolution. This constitutes Avoidance/Evasion under the auto-zero policy.

V1 Case Analysis

Customer experiencing severe speed loss on EA-6350 (300 Mbps plan, ~25 Mbps actual). Agent incorrectly stated device is end-of-life and unsupported. No troubleshooting performed. Call closed without resolution or next steps.

Troubleshooting Steps
  • Collected model and serial number
  • Verified warranty status (out of warranty)
  • Incorrectly claimed device is end-of-life and unsupported
Key Observations
  • Agent failed to perform basic speed troubleshooting (modem speed test, router reboot, cable check) despite customer reporting a performance issue.
  • Agent incorrectly claimed the EA-6350 is end-of-life and no longer supported. This is factually false per the Linksys KB (EA Series support lifecycle).
  • Agent provided no self-help path (KB article, email with steps, online chatbot) after declining support due to warranty status.
  • Call ended abruptly without summarizing next steps or confirming customer understanding.
  • Model number mis-recorded as "863B3" instead of EA-6350 (transcript [24:00]).
  • Long hold period (3 minutes) without explanation or progress update reduced efficiency.
  • Agent did not confirm customer's name spelling correctly (initially misheard as 'Taj B. Wiegner').
Positive Highlights
  • Polite greeting and clear identification as a Linksys technical support agent.
  • Collected essential device information (model, serial, email) before checking warranty status.
Agent Errors / Gaps
  • Failed to perform basic speed troubleshooting: did not instruct customer to test speed directly at modem to isolate ISP vs. router issue (per universal_speed_performance.md).
  • Incorrectly claimed the EA-6350 is end-of-life and no longer supported. The EA-6350 is a supported model with available firmware updates (per EA Series support lifecycle in the KB).
  • Provided no self-help path (KB article, email with steps, online chatbot) after declining support, violating out-of-warranty handling protocol (per universal_support_contacts.md and universal_escalation_guide.md).
  • Did not confirm or correct customer's name spelling despite phonetic clarification, risking incorrect case documentation.
  • Misstated the model number as "863B3" instead of EA-6350, risking incorrect case logging.
  • Ended call without summarizing next steps or offering any follow-up mechanism, leaving the customer without resolution.
  • Did not verify whether a factory reset was attempted or likely to help — gave it as a vague suggestion with no instructions or guarantee.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated 'we don’t support devices that’s already outside of its warranty period' and offered only a reset or upgrade; no resolution was achieved for the speed issue.
R2 Not Met Diagnostic thoroughness conf 97%
Only one troubleshooting step suggested (connect PS5 directly); no modem speed test, no reboot sequence, no firmware check, and no review of router settings despite clear performance issue.
R3 Not Met Correct resolution path conf 96%
Agent stopped troubleshooting upon determining OOW status, violating the OOW standard which requires best-effort troubleshooting including reset, firmware, and configuration checks.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified slow speed but failed to ask key diagnostic questions (e.g., modem speed, WAN status, interference, device load) and did not establish root cause.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used — did not direct customer to run speed test at modem, access router UI (192.168.1.1), or check firmware version despite being essential for diagnosis.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated 'we don’t support devices that’s already outside of its warranty period' — contradicts KB policy that OOW devices receive best-effort troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained control by creating a ticket and placing call on hold, but failed to set expectations or provide a troubleshooting roadmap.
C2 Partially Met Confirmed understanding conf 87%
Used technical terms without simplification; struggled with name spelling but did not adapt delivery to improve clarity.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Took ownership by collecting info and creating ticket, but abandoned case after warranty check without meaningful follow-through.
O2 Not Met Proactive follow-through conf 93%
No clear next steps provided — only vague suggestions to reset or upgrade, with no timeline, action plan, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
No escalation occurred despite unresolved issue and premature termination of troubleshooting — warranted escalation was not made.
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 85%
Apologized for hold but did not acknowledge customer frustration with slow speeds or repeated effort; minimal empathy shown.
X2 Partially Met Tone & rapport conf 84%
Maintained steady tone but did not adjust pace or language complexity in response to customer’s hesitant and fragmented speech.
X3 Partially Met Overall experience conf 86%
Customer had to repeat name spelling and search for Ethernet cable; agent could have reduced effort by guiding step-by-step or offering remote tools.
Call Transcript21 turns · 24 lines
Speaker 2
Eh, 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, please have your device 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. [silence]
00:00
Speaker 1
Hi. I'm calling, um, recently, well,
16:00
Speaker 2
Thank you for calling Linksys technical support. My name is Paul. How may I be of assistance today?
16:00
Speaker 1
Today I kind of took action on it. Um, I called my ISP to kind of diagnose some internet issues we've been having, but it turns out that the spectrum modem is doing fine. It's just our lynx S router is not doing as good. Um, so we're paying for 300, uh, megabits of, uh, sorry, uh, you know, uh, speed, but only getting about 25. Um, yeah, so, um, oh, it's 300.
17:00
Speaker 2
What team the ashton? What's your subscribe speed or how much speed did you subscribe from your ISP? Your subscription speed. guy for 300 MPs right 300 GPS but you're getting only 25.
17:00
Speaker 1
yeah
18:00
Speaker 2
You're getting uh 700... ...300 Mbps. yeah. How much speed did you get? Are you getting using your PlayStation? 337. How fast can that go? 975. All right. Oh. Well.
18:00
Speaker 1
a lot higher yeah that's a PS five um I have it yet um yeah yeah well actually [silence] I actually do not have another ethernet cable the only one I have is the one connecting the router to the the modem um I see what you're saying though um I actually do have one somewhere but it's I don't know where it's at [silence]
19:00
Speaker 2
Yes, speed. I should be higher. And how about if you connect the PlayStation, sir, the PS. Is this a PS3 sir or PS4? Yeah, what PlayStation? Oh, PS5, I'm sorry. Yeah, have you tried to connect this PS5 sir directly to the Linksys router? And check the speed. Yeah, can you give it a try sir? Can you? Yeah, so we can see if the problem is in the wired or on wireless devices. Is this. Yeah, like connect.
19:00
Speaker 1
Let me test real quick, a couple places. In on there. Sorry about that. Uh, gosh. Yeah, I don't know if I'm going to be able to find that second one. Okay. Uh, first name Paige, Pgs? Okay.
20:00
Speaker 2
Okay. Okay. Okay. Okay. that's okay sir yeah if you cannot find it so let's try to check sir yeah what we can do yeah for now okay sir but before we proceed let me create first a ticket for you okay sir so can i have sir your first name and your last name
22:00
Speaker 1
uh... and... last year it's uh... v a n w a g o n r yeah um... instead of the last A for alpha, it's uh... E for Echo You're welcome. So it will be uh... T uh... VAN...
23:00
Speaker 2
Mm-hmm. And your last name? [silence] Okay, so that's Taj B. Wiegner, right? But anyway, so that's V. V. [silence] for Victor, A. for Alpha, N. for Nancy, W. for Whisky, A. for Alpha, G. for George, O. for Oscar, N. as in Nancy, A. for Alpha, R. for Romeo. Did I get it correct? [silence] O for Echo. Okay. Thank you, sir. [silence] And how about your email address?
23:00
Speaker 1
Wa go1@gmail. That's correct. [silence] I've the model number is EA-6350 and then it says V3 separate from that. The serial number is 14E-3XJA 0490-273.
24:00
Speaker 2
Okay, so that's the VAN, W-A-G-G-O-1 at gmail.com, okay. And can you upstairs, the model number of your Linksys router? Um, yeah. 863B3. And about the serial number of this router, sir?
24:00
Speaker 1
in two three. Correct, yeah. Spectrum. Sorry. OK, thank you. [silence]
25:00
Speaker 2
Okay. That's 1 4 Y 3 0 J 0 4 9 0 2 7 2 3. correct. Okay. And also, m Mayor who's your I S P or your Internet service provider? Oh, it's spectrum. Okay, so thank you very much for this information sir. And may I please this call on hold for just give me 3-5 minutes. I'll just have to verify like the warranty status of your device. Okay? And also, if this device has an update. Okay, just stay on the line sir. I'll be right back. Just give me 2-3 minutes. You're welcome. [silence]
25:00
Speaker 1
I I talk to somebody, but he's diagnosed. and stuff right now. for you? Yeah [silence] Thank you. [silence] [silence] Huh? Well, thank you. [silence] [silence] Girl, you know what? Hello. Hello. Hi. Okay. Gotcha. So it's on the last from where it's ever going to get. Okay. Gotcha.
28:00
Speaker 2
[KEEP_UNCERTAIN] Hello. Hello. Okay, so thank you very much for patiently waiting and I do apologize for that long hold. Okay, so upon checking our records here, it appears that your device here is already outside of its warranty period. And unfortunately, Sir, we don't support devices that's already outside of its warranty period. And also, sir, this device already came to its end of life. So meaning, Lynx doesn't manufacture this device anymore, and we don't have further development for this device. Yeah, so yeah. So for this one, sir. Yes, we don't have further development for this device. Because regarding this, it has something to do with more on a firmware issue. Yeah. If there is one then
31:00
Speaker 1
Gotcha. All righty. Yeah, I understand. Well, uh, well, thank you for your help. Anyways you too. Bye.
32:00
Speaker 2
will be our next route. unfortunately we don't have one then. yeah, it looks like uh yeah, I think it's time for you to upgrade to a newer system. So but uh uh uh uh uh to work around that you can do, so you can also try like to reset this one. But I I I there's no insurance if that will actually help fix this So yeah you're welcome sir. And yeah once again my name is Paul from Indus Technical Support. Have a great day. bye bye.
32:00