V2 Rubric Detail — d577cc2e-6596-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 13:09
Duration
7m 49s
Contact
Rouelle
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133089
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ 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: B — Avoidance/Evasion: Agent refused to provide troubleshooting based on warranty status, directing customer to paid support or self-service without attempting best-effort resolution, which violates the OOW support policy.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to provide required best-effort troubleshooting for an out-of-warranty device, incorrectly cited policy, misidentified LED status, and offered no meaningful resolution. Despite some initial diagnostic questions, the agent prematurely abandoned the case, resulting in no progress and a violation of support policy, warranting an auto-zero for avoidance.

V1 Case Analysis

Customer reports intermittent internet loss on an out-of-warranty router. Agent offered paid support without basic troubleshooting, referenced invalid LED state ('solid pink'), and sent self-help email after customer declined payment. No technical validation performed.

Troubleshooting Steps
  • Asked if the reset button had been pressed and for how long
  • Inquired about Wi-Fi name and password
Key Observations
  • Agent referenced a 'solid pink' LED at [03:00], which is not a valid Linksys LED state—this is a materially incorrect technical claim.
  • No basic troubleshooting steps were performed (e.g., power-cycle modem/router, check WAN cable, verify ISP status).
  • Paid support was offered at [06:00] before any diagnostic validation or model confirmation.
  • Model and serial numbers were partially captured but not verified or normalized (e.g., '00939' is too short for a serial).
  • Customer was disengaged or confused ([05:00] 'Hello? Hello?'), but agent did not re-engage or clarify.
Positive Highlights
  • Maintained a polite and professional tone throughout the call.
  • Collected the customer's email address accurately and confirmed receipt (timestamp [07:00]).
  • Offered a self-help alternative (email instructions and free AI agent) after customer declined paid support.
Agent Errors / Gaps
  • Provided factually incorrect technical information: 'solid pink' LED is not a valid Linksys router status indicator (timestamp [03:00]).
  • Failed to verify WAN connection, modem status, or physical layer connectivity before offering paid support.
  • Prematurely escalated to paid support without performing any basic triage (e.g., power cycle, cable check, ISP confirmation).
  • Did not obtain a valid, complete model number or serial number; accepted truncated/ambiguous identifiers.
  • Did not guide customer through any actionable troubleshooting steps during the call (e.g., reboot sequence, LED interpretation).
  • Allowed the call to drift into silence ([05:00]) without regaining control or re-clarifying the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; only offered email instructions or paid support without completing any resolution path.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about LED color (solid pink) and reset button duration, which are relevant diagnostic steps, but did not proceed to test at the modem or verify ISP status, halting investigation prematurely.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated no free troubleshooting for out-of-warranty devices, violating the OOW best-effort policy which requires troubleshooting regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (intermittent internet) and asked about LED status and reset, showing some diagnostic intent, but failed to pursue root cause (e.g., modem test, PPPoE, or firmware).
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used (e.g., speed test at modem, firmware check, remote access), and agent relied solely on customer description without attempting verification.
T3 Not Met No misinformation conf 95%
Agent misidentified 'solid pink' LED — Linksys documentation does not list pink as a valid LED color; likely meant purple (setup mode). Also incorrectly claimed no free support for OOW devices, contradicting policy.
Communication
C1 Not Met Clear & professional language conf 90%
Long silences, no call framing, and abrupt shift to payment offer without transitions indicate poor call control.
C2 Not Met Confirmed understanding conf 85%
Agent used technical terms like 'reset' and 'LED' without confirmation of understanding and did not adapt to customer’s fragmented communication style.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent declined to troubleshoot due to warranty status, abdicating ownership instead of providing best-effort support.
O2 Partially Met Proactive follow-through conf 85%
Agent promised an email within 3–5 minutes, providing a clear next step, but offered no timeline for resolution or follow-up beyond that.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the agent did not reach a point where escalation would be appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration or expressed empathy; tone remained transactional throughout.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust pace or tone to match customer’s confusion and disengagement; interaction remained rigid and one-size-fits-all.
X3 Not Met Overall experience conf 90%
Agent increased customer effort by requiring payment or waiting for email, rather than performing troubleshooting during the call.
Call Transcript14 turns · 15 lines
Speaker 1
alright, yes, I have this links uh, modem and my broadband that company that I what
00:00
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 one now. For out of warranty products, pay- Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hello, thank you for calling Linksys Technical Support. This is Charm. How can I assist you with me?
00:00
Speaker 1
said that the problem is with this. I can't get internet. It comes on and it goes off. And then I set it back up and it goes off again. The model number, do you want that? It's uh 32a 1 0 m 2 2 v 0 0 9 3 9. the serial number. Uh, the model number. uh i don't see a model number on it. Where would that be? 0 0 9 3 9.
01:00
Speaker 2
yes
01:00
Speaker 1
She said, uh, She said, "Broad band X, more Virginia, except for two days." Yeah, I said it, my TV, It's smart TV, it wants to reset it up, so I say, yes, it sets it up, and then it's out, you know, and, you know, it's like [silence]
02:00
Speaker 2
All right. Excellent. Excellent. Excellent. Excellent. Excellent. Excellent. Excellent. Excellent. All right, and how long have you been experiencing the issue there about the internet connection? Two days already. all right
02:00
Speaker 1
No, maybe an hour later. Is it in and out? You there? No, that's why I called them. I called broadband. Broadband, I'd. give me your number until we call you, because they said there's nothing wrong with their internet where I am. said something about resetting it up. I don't know what you thought about it.
03:00
Speaker 2
Is there an internet, an internet outage, or any internet outage or power outage? Let's see. uh. Miss? If I tell If I can tell what's the line status of your links router right now, in front of your links router, what's the light color? white solid pink and what troubleshooting would you do so far with that links router. Sir, did you press the reset?
03:00
Speaker 1
I've, uh, I've plugged, unplugged it, and then pushed the reset button.
04:00
Speaker 2
Altogether, how long did you hold the reset button? Er is there a 10 second or just one second? All right. Let's test it. The lead status is solid pink, correct? [silence]
04:00
Speaker 1
Hello, let me check the profile. What can you do? Hello? Hello?
05:00
Speaker 2
All right. And when you set it up before, sorry, did you change the reset, I mean the Wi-Fi name and Wi-Fi password or did you customize it? [silence] Alright, so you just leave it as it is, uh the same wifi name and password under the router. Uh what's on, on the sticker? [silence] Alright. [silence] Got it. [silence] Let me double check. uh here, please bear with me for a moment. [silence] Alright. So, based on the information that I have here, since this Linux router that you have, on this router when
05:00
Speaker 1
I'll try that free or charge first, because I don't know if I could see it said 60 minutes. I wouldn't be able to last that. No, I couldn't do I can't do that right now, but yeah, send their link or the email.
06:00
Speaker 2
It's already out of warranty last September [REDACTED_PAYMENT_DIGITS] of [REDACTED_PAYMENT_DIGITS] and for the out of warranty device, Sir, I do apologize but I could not provide a 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. However, Sir, if you don't want to proceed with the payment, what I can do here is I could send you an email instead a step by step instruction and how to troubleshoot it yourself. And also, you may consider trying our Linksys AI agent for guidance and it is free of charge. Which one would you prefer? Yes. All right. Kindly provide your best email address, Sir, so that we can send you the instructions. Gott it this. Rail Studio at Verizon Dotnet. Got it all right. So expect an email from us here within three to five minutes after we end the call. All right, thank you so much. Have a good one.
06:00