V2 Rubric Detail — dba7cb18-7413-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 23:40
Duration
39m 14s
Contact
Ben
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00135249
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350_No internet wired and wireless.
⚠ 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 evaded responsibility by incorrectly declaring the EA6350 out of support and offering no actionable troubleshooting path, effectively dismissing the customer despite the OOW best-effort obligation.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.56/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the issue, provided factually incorrect information about technical support availability for the EA6350, and avoided ownership by directing the customer to self-test and purchase new hardware. No meaningful troubleshooting or empathy was demonstrated, resulting in an unresolved case with high customer effort and a critical failure due to evasion of support obligations.

V1 Case Analysis

Customer reports EA6350 not connecting to internet. Agent advised power cycle, direct modem test, and factory reset. Incorrectly stated router is end-of-life with no technical support available. No resolution achieved.

Troubleshooting Steps
  • Advised power-cycle of modem and router
  • Suggested connecting a PC directly to the modem to verify internet connectivity
  • Recommended a factory reset of the router
Key Observations
  • Agent incorrectly stated that Linksys no longer provides technical support for the EA6350 due to end-of-life status. This contradicts KB guidance, which indicates that paid support is available for out-of-warranty devices.
  • No support case was created despite handling a technical issue.
  • Agent failed to verify completion or results of any troubleshooting step.
  • Customer email was captured as 'Josh', likely due to phonetic confusion, but not corrected.
  • Agent did not offer paid-support options despite the device being out of warranty and the call falling within paid-support scope.
Positive Highlights
  • Correctly identified the router model (EA6350) and serial number from customer input.
  • Provided technically accurate basic troubleshooting steps: power-cycle, direct modem test, and factory reset.
Agent Errors / Gaps
  • Incorrectly claimed the EA6350 is end-of-life and no longer supported by Linksys for technical assistance. Per KB, technical support is still available via paid support for out-of-warranty devices.
  • Did not create a support case in HappyFox or equivalent system, violating protocol for technical issues.
  • Failed to verify whether the customer performed the suggested troubleshooting steps (e.g., modem test, factory reset).
  • Did not offer paid-support as a valid path for an out-of-warranty device, despite the issue being within scope for paid support.
  • Misidentified customer email as 'Josh' without clarification, likely due to mishearing the first name.
  • Provided no follow-up mechanism or documentation (e.g., email with steps, KB article).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the internet connectivity issue; only suggested checking the modem and buying a new router without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked for model/serial, suggested power cycling and direct modem test, but skipped key checks like Ethernet cable, LED status, or firmware settings.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated EA6350 no longer receives technical support, contradicting OOW best-effort policy; failed to provide meaningful troubleshooting despite device being out of warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified 'no internet' symptom and asked about ISP and prior working state, but did not systematically diagnose root cause (e.g., physical layer, credentials, or device status).
T2 Partially Met Appropriate tools / resources used conf 89%
Agent used internal system to check warranty status, but did not use remote tools, logs, or direct diagnostics that could have clarified the connection issue.
T3 Not Met No misinformation conf 98%
Agent claimed Linksys no longer provides technical support for EA6350, which is factually incorrect per OOW support policy allowing best-effort troubleshooting.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set clear expectations, allowed multiple long silences, and did not guide the interaction toward a structured resolution path.
C2 Partially Met Confirmed understanding conf 87%
Agent used plain language but did not adapt to customer’s fragmented speech or confirm understanding; missed cues of frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership—shifted responsibility to customer for modem test and suggested purchasing new hardware without follow-up.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timelines, or callback commitments were established; interaction ended abruptly.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact—no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and the issue did not meet escalation triggers (e.g., confirmed hardware fault, repeat unresolved).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy, failed to acknowledge customer frustration or effort, and maintained a detached tone.
X2 Not Met Tone & rapport conf 91%
Agent used a rigid, one-size-fits-all approach and did not adjust pace or tone to customer’s confused and disjointed communication style.
X3 Not Met Overall experience conf 97%
Customer was asked to repeat information and perform all testing themselves without agent-side actions to reduce effort.
Call Transcript11 turns · 17 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For out of 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's serial number ready. For assistance, press one 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. For out of warranty product, paid support option may be available depending on the issue.
00:00
Speaker 1
I [silence] [silence] there you go. [silence] meow meow meow meow meow meow meow to be [silence] bye now wow ghost hello speak to a representative Representative... ...Korshtee! [silence] Hi, my Linksys router is not connecting to the Internet. Uh, yeah, it was working yesterday. Yeah. It is.
18:00
Speaker 2
Hi thank you for calling linksys my name is raquel and how may I assist you today is this youse to work fine before alright got it and for me to address properly the internet on your router I may have its serial number found at the bottom
34:00
Speaker 1
14 W as in Yellow. 3-0, J as in Josh. 0691473 remember. first time in a while eight six zero four two eight six five seven seven I got all these. my email address is Josh.
35:00
Speaker 2
Alright, thank you and may I have also the model number at the bottom? Alright, thank you. And, is this your first time calling Lexus? Okay, let me have your phone number. Let me check the record here. Alright, thank you. And, let me check it here. Shows that phone number has no record. How about an email address instead?
35:00
Speaker 1
in the past few years, it wouldn't be on record, I don't think. [silence] [silence] [silence] [silence] Ah, yes, and nothing's changed. [silence] Uh, spectrum.
36:00
Speaker 2
I see. Got it. Um, with this one, I'm going you to create a new record instead. Um, may I have your email address? Mhm. all right, thank you. And may I have your first name to address you properly? Thank you, Ben. And going back to your concern, we'll my system check the warranty and support of your linksys router. Have you tried, um, turning off and on the router and the modem? And who's your Internet service provider? Thank you. All right, so for this one, Ben, upon double checking it here, this router is actually a plug-in place to it's [ silence]
36:00
Speaker 1
Give me a second. [silence]
37:00
Speaker 2
they should be able to get internet right away. And the best route to check the Internet with this one is, they have a computer that can't connect using an Ethernet cable. All right. Because what we can do is double check first, like bypass the Linksys router and check your modem. Connect a computer directly to the modem with a computer that can connect via an Ethernet cable. And while you're checking your computer, Ben, just set your expectation that this model EA6350 actually has reached end of support and end of life. Linksys no longer manufacture this and it no longer receives firmware updates as well, or maintenance. We also no longer provide technical support. But my recommendation, since it has no internet, the best route is to
37:00
Speaker 1
So, I think, I think it is probably the firmware that's not working, because I've had no problems with the modem. So, I basically have to buy a new router if it's not the modem. Okay.
38:00
Speaker 2
check directly the modem first there's active internet from the internet box okay, got it, understood. You can try resetting the router back to factory settings, like pressing and holding the reset button at the back, but if it's still the same, and if you're going to get a new router, if it's still no internet, it's still best to check the modem internet box in case. Yes, if not the modem your modem is working fine. You're able to get internet, whilst after checking it by connecting a computer directly to the actual internet box. All right. And anything else that I can assist you with like this, their questions or clarifications Thank you. [silence] on here and s have to call and sis have a wonderful night ahead take care by
38:00