V2 Rubric Detail — d8713496-74d3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 22:34
Duration
7m 59s
Contact
Debbie Burns
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135425
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400_Smart tv on a specific area unable to pick up Wi-fi.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by immediately directing customer to self-help or paid service without performing basic diagnostics expected for out-of-warranty support.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership1.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to conduct any troubleshooting, dismissed the customer with impractical self-help options, and provided minimal empathy. Despite accurate information on support options, the agent evaded technical assistance, violating OOW best-effort standards and resulting in an unresolved case with avoidable customer frustration.

V1 Case Analysis

Customer unable to get Wi-Fi coverage from E5400 router (out of warranty). Agent provided support.linksys.com link and offered paid support; no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misidentified the customer's router model as EX6200 instead of E5400 at [02:00].
  • No basic Wi-Fi troubleshooting (reboot, channel check, firmware update) was performed despite the issue being within scope of self-help guidance per KB.
  • Agent offered paid support without first providing any actionable free troubleshooting steps, which is not aligned with KB guidance for out-of-warranty customers.
Positive Highlights
  • Collected the correct serial number from the customer.
  • Correctly identified that the device is out of warranty based on model and likely age.
  • Provided the correct support website URL (support.linksys.com).
Agent Errors / Gaps
  • Incorrect model number given to the customer (EX6200 instead of E5400). While this appears to be a verbal slip rather than a KB contradiction, it could confuse the customer.
  • Failed to follow standard Wi-Fi troubleshooting flow for coverage issues as outlined in adjacent_common_wifi_questions.md and universal_qos_bandwidth.md.
  • Did not acknowledge customer's frustration about lack of Wi-Fi access to use the support website, which could have been addressed by suggesting a wired connection for troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent only offered website or paid-connect service; the Wi-Fi problem was never fixed or meaningfully addressed.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (reboot, placement check, firmware update, channel change) were performed or suggested before defaulting to self-help options.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified out-of-warranty status and presented available support paths, but failed to provide best-effort troubleshooting (e.g., reboot, placement, firmware) expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions about router placement, interference, connected devices, or WAN status; only repeated the reported symptom.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., remote diagnostics, admin UI access, speed test via modem) were used despite the need for signal and connectivity assessment.
T3 Met No misinformation conf 95%
Information about warranty status, support.linksys.com, and paid-connect service was factually accurate.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent opened with a greeting and structured options, but lost control as customer frustration grew and repeated the same options without adapting.
C2 Partially Met Confirmed understanding conf 80%
Agent misheard model/serial initially but corrected; used some jargon (e.g., 'wireless settings') without confirming understanding, but did attempt to explain options clearly.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of troubleshooting; immediately deferred to website or paid service without attempting resolution.
O2 Partially Met Proactive follow-through conf 85%
Agent provided next steps (visit support site, connect via modem), but no timeline or follow-up commitment was made.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation occurred, and none was warranted — issue was within L1 scope and could have been addressed with basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'I understand ma'am' but did not acknowledge repeated effort or frustration meaningfully; empathy was minimal but not entirely absent.
X2 Not Met Tone & rapport conf 90%
Agent maintained a rigid, scripted tone despite customer’s visible frustration and confusion, failing to adjust pace or style.
X3 Not Met Overall experience conf 95%
Agent told customer to visit support.linksys.com while acknowledging Wi-Fi was down, forcing impractical steps and increasing customer effort.
Call Transcript12 turns · 14 lines
Speaker 1
Always like something different. It's not true. Like it's your... Go up there and look at the router. Little thing beside the black box. Up there beside the big high box. This is a bleak. This, yes, that's what I'm talking about. It's what she told me was my issue. What? Yeah, I know what it is. I mean,
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 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. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
yes. yeah, N. option. her saber of number. options. an absent. yeah. I'm just trying to figure out why my Lynx is is not working right. now. MODE it's just not reaching. it's not doing the things it needs to. it's a 1500 square foot reach and it's just no longer it's just not it doesn't even reach one bedroom over. from where it's sitting. yeah. Yeah. the signal is just not working. And I've called the the support line umm
01:00
Speaker 2
[silence] The [silence] paid support option may be available depending on the issue. Thank you for calling Linksys. This is Epi. How can I help you? Uh are you not able to go online using your Linksys mail? Okay, so you're you're unable to uh to see the uh the network? The signal is low or something? Okay.
01:00
Speaker 1
and they're like, you're working fine. Well, it says it's the AC 1200, I'm looking at the box. E5400 Lafaiubatter? or do you want me to go to the thing? I can go to the thing. Oh wait, is it on the box too? I don't know. Hold on. Give me a second. Linksys Model number is E5400 and the serial number is 30912992070.
02:00
Speaker 2
Thank you. Can I have your model number and, and your serial number of your Linksys device, please? Just try to look underneath it, ma'am. [silence] Uh, Okay, and inside the thing. Serial number Yes. Uh. [silence] Okay, so, your model number EX6200 and your serial number is 323775609263. Got it.
02:00
Speaker 1
Oh. What? The C-130 in? Yes. And then one, zero, like Mary, two, nine. And then it's either, yes, one, zero, four, nine, six. [silence]
03:00
Speaker 2
Okay. Let me verify that serial number ma'am. That is again 3 0 9 1 0 M like mary 2 9 D like David, 30 N like Nancy. Okay. D isn't David. 10496. Okay. [silence] All right, ma'am. Let me just correct a record. Can I have your name? All right, Miss Debbie, [silence] can I also have your email address? [silence]
03:00
Speaker 1
Yes. Spectrum. Yes. I don't know. I don't know. I mean, uh maybe four or five years. I don't know. mm-hmm Stop. Stop it. You all the good things.
05:00
Speaker 2
that is again Dee Dee burn Eccleston at AOL.com alright and who is your internet provider it's spectrum right okay and how long have been using this device ma'am okay all right so yes and you're getting low signal we may need to adjust some settings there especially the wireless settings could be the channel okay because something is interfering with your signal that's why you're getting low signal and miss Devi just to set your expectation here the router e5400 it shows here that it's already out of warranty and that just means it's no longer covered for free technical also those services will have to have to be paid out of your pocket so that's what's covered on that router Support ma'am, however, we can give you two options. It's either you go for our website, which is support.linksys.com. You will find there articles on how to improve the wireless signal of this router. OK? So as your wireless devices would be able to connect. You can also take advantage of our AI tool at the bottom right. OK? So that's the first option. Our second option is our paid connect service which will cost you $[REDACTED_PAYMENT_DIGITS] Okay, it's just a one-time payment lasting for [REDACTED_PAYMENT_DIGITS] minutes. or an hour of troubleshooting ma'am. So this paid connect service is non-refundable. So if ever the device seems to be defective, we can no longer replace and no longer process a refund. So how would you like us to proceed?
05:00
Speaker 1
And I, my Wi-Fi is just not working right. Well, if I don't have Wi-Fi, how the hell am I doing that? Do you understand that? How am I doing that if I don't have Wi-Fi? I just, it blows my mind. If I can't get wireless, I can't get connected. What the hell ever, people. Totally deadly. Right. Right. All right, thanks, guys.
07:00
Speaker 2
Yes, I understand ma'am. So again, um, I'm giving you those two options. Yeah, it's either you go for our website, which is support.linksys.com. It's a it's a it's the free website. You can, yeah, your modem is working temporarily. You can try to connect your computer straight to the modem to get internet access. So you can access the website through your modem go to support.linksys.com. Okay.
07:00