V2 Rubric Detail — d2b3ad60-68fb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 20:50
Duration
27m 2s
Contact
818-426-3259
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to provide free out-of-warranty troubleshooting despite OOW standard requiring best-effort support, and instead pushed paid service or hardware replacement without completing basic diagnostics.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, misstated support policy, and avoided responsibility by pushing paid support or a new router purchase. No technical or customer experience standards were met, resulting in an unresolved case and a clear violation of the Avoidance/Evasion critical failure.

V1 Case Analysis

Customer reports intermittent latency spikes on Spectrum with EA-7450 (serial 32Y2-0M29A-0375). Agent incorrectly stated device is end-of-life with no firmware updates and falsely claimed Spectrum modem supports Wi-Fi 7. No troubleshooting performed; customer declined paid support and was left without resolution.

Troubleshooting Steps
  • Agent asked for model and serial number (provided by customer)
  • Agent stated device is end-of-life and out of warranty
Key Observations
  • Agent skipped all basic troubleshooting steps (power-cycle, WAN status check, firmware verification).
  • Agent made materially false technical claims: EA7450 is not end-of-life per KB and still receives firmware updates; Spectrum modems do not support Wi-Fi 7 (non-existent consumer standard).
  • No self-help path or KB article provided despite customer declining paid support.
  • Call ended with a sales recommendation rather than technical resolution or valid self-help guidance.
  • No empathy or acknowledgment of customer frustration expressed.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Incorrectly stated EA7450 is end-of-life with no firmware updates (contradicted by KB)
  • Falsely claimed Spectrum modem supports Wi-Fi 7 (not a consumer standard)
  • Failed to verify ISP connection or router WAN status
  • Did not check for firmware updates at http://192.168.1.1 (contradicts KB guidance)
  • No troubleshooting performed despite customer reporting a technical issue
  • Offered paid support before exhausting free troubleshooting options
  • Provided no clear self-help path or KB resources after paid support decline

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent did not resolve the intermittent connection issue; only suggested purchasing a new router without confirming resolution or offering effective troubleshooting.
R2 Not Met Diagnostic thoroughness conf 96%
Agent skipped basic troubleshooting (reboot, reset, speed test, ISP verification) and moved directly to paid support and product replacement suggestion.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated no free support for OOW devices and failed to provide best-effort troubleshooting (e.g., factory reset, firmware check, modem compatibility), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic process followed — agent did not identify symptoms systematically, ask relevant questions, or determine root cause beyond unsupported hardware incompatibility claim.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., no request to check admin interface, run speed test, or verify connection status); relied solely on verbal description despite available diagnostics.
T3 Not Met No misinformation conf 94%
Agent inaccurately claimed no free troubleshooting for OOW devices and suggested new models without confirming compatibility or need, misrepresenting policy and technical guidance.
Communication
C1 Not Met Clear & professional language conf 93%
Agent failed to set clear expectations, lost control of call flow, and allowed conversation to drift into unsolicited product recommendations without structure.
C2 Not Met Confirmed understanding conf 92%
Agent used scripted responses without adapting to customer’s fragmented, frustrated tone; no comprehension checks or language adjustments made.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent disowned responsibility by refusing free support and pushing paid option or replacement, rather than owning resolution path.
O2 Not Met Proactive follow-through conf 93%
No specific next steps or timelines given; only vague options (pay or buy new) without follow-up plan or ownership of outcome.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation performed and none was warranted — issue was standard connectivity, not requiring Tier 2 or engineering support.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy; dismissed customer’s issue with policy statement and commercial alternative instead of acknowledging frustration.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer’s emotional state or communication style; continued with rigid script despite signs of confusion and frustration.
X3 Not Met Overall experience conf 94%
Agent increased customer effort by requiring payment or new purchase instead of simplifying resolution through available self-help or troubleshooting steps.
Call Transcript11 turns · 27 lines
Speaker 2
Welcome. 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 may be available, depending on your issue. To hear more about your service options, press 2. Please select from the following options. 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. [silence]
00:00
Speaker 1
[silence] did Yeah. This guy really freaks me out. 49 and six. Just kid in your spot. Is it 64 Ross Garman? Yeah This is not Steve log breath. Are yeah hold on, hold on, I expect it to be like a synchronization. yeah, do we have. Out there? Somebody, a crash. Zero. Yeah. There's no fucking two-tick. I've got a whole bunch of looking at site has JARJAR and we will see you next week he delivers in my era uh and I will auto offer below pickup to auto delivery I say below pickup the bar the bar the bar okay oh bro. I have this fucking trust me people Do you want free uh, hi yeah, the last one? Hey, pop. Hey, pop. This is much more like us 4K across this track. Oh, this... 25 cross is Barry, 17 cross is Sammy. [silence] Keep down. Alpha down. Oh, shit. What was that? Satisfied? [silence] [silence] Forward Forwarding item missing after a little laundry. that was going? and? oh I've you forgot. free. free. pet. pet. a pet. [silence] yeah. Oh, 10 across is shortstop. Dude, I'm all holed right now. Cross is shortstop. stand across the short sleep of one down might be wrong. But four down? Oh, yeah, why the... it's just a... cord cut, see? Um, it's your bro, is that really you?
02:00
Speaker 2
Uh. Yeah. Hmm. I see, alright. Uh, just to confirm also sir, did you upgrade your subscribed speed or change your modem lately? Alright, so you didn't change or upgrade any subscribed speed.
21:00
Speaker 1
So after a while, then eventually it started having latency spikes. Yeah. Spectrum. I actually just talked to them about it and they said, uh, they couldn't find an issue on their end. See. Yes. Um, uh, the model number is E-A7450. The serial number is 32Y2-0M29A-0375.
22:00
Speaker 2
if you may know, is your internet service provider, sir? Right. All right. No worries, sir. Let me assist you with this concern. Before we proceed, can you please provide the model number and the serial number of your Linksys router? That is. How about the serial number? That is. All right, so based on the information that I have here, sir, with this link this router that you have, Aum, and also with the serial number that you provided, this device was already part of our end of life devices, it means that we don't manufacture the device anymore and no updated firmware. And also sir, this and also sir, this device was already out
22:00
Speaker 1
[silence] Yeah, I mean, I don't, I don't need assistance for troubleshooting. I've already troubleshooted it. It probably, I don't know. Uh, it, it's okay. I don't need anything else, I guess.
24:00
Speaker 2
Auto warranty expired server [REDACTED_PAYMENT_DIGITS] of [REDACTED_PAYMENT_DIGITS] And for the warranty device, I do apologize but I cannot provide free troubleshooting over the phone. However, if you insist, I can provide you a one-time, non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, but you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. $[REDACTED_PAYMENT_DIGITS] However, if you don't want to proceed with the payment, sir, what I can do here is I could send you an email instead, a step-by-step instruction on how to troubleshoot it yourself. And also, you may consider trying our website AI agent for guidance, and it is free of charge. Which one would you prefer? [silence]
24:00
Speaker 1
Yes I have. Yep. Right. Do you have any, um... like uh do you have any suggestions for a new like [silence]
25:00
Speaker 2
Just to confirm, sir, when you troubleshot it, have you tried to reset this router and then set it up again? Right, but still, the connection is like intermittent. It's still cutting on and off. Right. Maybe that's the problem because this router is no updated firmware, and your Spectrum modem is keep on updating. That's why there's a possibility or probability that they are not communicating well. If your Spectrum modem is Wi-Fi seven already, however, this router is only Wi-Fi five. So, what I could highly suggest to this user is to purchase a new one that is capable for Wi-Fi six, seven router.
25:00
Speaker 1
A specific new router. All right, sure. Yes, I have some right here. Okay. Okay, cool. Uh, nope, nothing else. Thank you for uh your assistance. Have a nice day. [silence]
26:00
Speaker 2
I see. For I can provide you a model number. Um you can try to check it on the Amazon website and also on your local stores. Do you have pen and paper handy so that I could have provide it to you? All right. Um you could provide I mean you can purchase the MX 6200 which it's a Wi-Fi 6E router. And also the LY 1400. And the last one is the LY 1600. All right. So is there anything else for I could you submit other than this? All right. Thank you so much also for for contacting Linksys and have a good one. Bye for now.
26:00