V2 Rubric Detail — e0ce2816-70b3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 16:35
Duration
11m 57s
Contact
Bernie Schwartz
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
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. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion: Agent refused to provide any troubleshooting or assistance based on out-of-warranty status, despite OOW best-effort policy requiring continued support for configuration and connectivity issues.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent categorically refused support due to the router's end-of-life status, offering no troubleshooting despite the customer's clear need to access their router after switching ISPs. This violates the OOW best-effort policy requiring assistance with setup, configuration, and connectivity issues regardless of warranty status, resulting in a complete failure to resolve the issue.

V1 Case Analysis

Customer unable to access router UI (192.168.1.1), redirected to Optimum portal. Agent confirmed WRT1200AC is out of warranty, provided default IP, and advised contacting ISP without troubleshooting or self-help resources.

Troubleshooting Steps
  • Confirmed product model (WRT1200AC) and serial number.
  • Provided default router IP address (192.168.1.1).
  • Informed customer the router is out of warranty and no longer supported.
  • Advised contacting ISP for reconfiguration.
Key Observations
  • Agent correctly identified the router model and serial number.
  • Agent repeatedly emphasized out-of-warranty status, limiting assistance scope.
  • No troubleshooting was performed for the login issue (e.g., verifying LAN connection, clearing browser cache, trying myrouter.local).
  • Agent did not offer any self-help resources (KB articles, support site) despite the device being out of warranty.
  • Customer was redirected to ISP without explanation of why the ISP portal appears or how to bypass it.
Positive Highlights
  • Collected the router's serial number and confirmed the product model accurately.
Agent Errors / Gaps
  • Provided only the default IP address (192.168.1.1) without verifying if the customer was connected via Ethernet or Wi-Fi, or if the router was properly linked to the modem.
  • Did not perform any basic troubleshooting for router login (e.g., clearing browser cache, trying myrouter.local, checking for ISP gateway conflicts).
  • Failed to offer self-help resources (KB articles, support site) despite the device being out of warranty. The KB explicitly states that out-of-warranty customers should be provided with self-help paths such as KB articles or email instructions.
  • Did not explain why the ISP portal appears (likely due to ISP gateway handling 192.168.1.1) or how to bypass it (e.g., using myrouter.local, checking for IP conflicts).
  • Incorrectly stated that the router is no longer supported as of 2023. The KB does not list an end-of-support date for WRT1200AC, and the agent's statement contradicts the transcript context where the customer clearly needs assistance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent explicitly states 'we can no longer provide technical support' and 'cannot walk him through the steps,' leaving the login issue unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
Agent provides only the default IP address but performs no actual troubleshooting steps (e.g., checking connection, clearing cache, verifying router status).
R3 Not Met Correct resolution path conf 98%
Agent refuses assistance solely due to out-of-warranty status, violating OOW best-effort policy which requires troubleshooting even for unsupported devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent fails to ask relevant diagnostic questions (e.g., error messages, device connection type, browser used) beyond basic product identification.
T2 Not Met Appropriate tools / resources used conf 97%
No tools (e.g., remote session, ping test, browser troubleshooting) are used or suggested despite the clear need for connectivity diagnosis.
T3 Partially Met No misinformation conf 94%
Correctly identifies default IP (192.168.1.1), but incorrectly claims no support is available due to EOL status, contradicting OOW best-effort standards.
Communication
C1 Not Met Clear & professional language conf 96%
Agent repeatedly interrupts and fixates on warranty status, fails to set expectations, and loses control of the interaction.
C2 Not Met Confirmed understanding conf 95%
Agent uses technical jargon without adaptation, does not confirm understanding, and ignores customer confusion about Optimum redirect.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent abdicates responsibility by stating 'we cannot help' and refuses to engage with the technical issue.
O2 Not Met Proactive follow-through conf 96%
No clear next steps provided for resolving the router login issue; only suggests contacting ISP without actionable guidance.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted given the nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent shows no empathy, repeatedly dismisses customer concerns with 'out of warranty' statements despite clear frustration.
X2 Not Met Tone & rapport conf 95%
Agent maintains rigid, scripted tone and fails to adapt to customer's confusion or changing context (e.g., technician arrival).
X3 Not Met Overall experience conf 96%
Agent increases customer effort by refusing support and redirecting to ISP for a router-specific issue.
Call Transcript22 turns · 22 lines
Speaker 1
We just we just just we just got to get into the onto the website. That's one. It is. Your number is [REDACTED_CARD_NUMBER]. Okay. Yeah, no problem. It's one six R, as in Robert.
01:00
Speaker 2
I see, I'm sorry to hear about that. So, can you provide me? Yes? All right. Uh, can you provide me, sir, the serial number of your mixer? That is better. So, what was the serial number again? Can you say that again? [silence]
01:00
Speaker 1
That is correct. Yes, ma'am. Is this a black? No. This is a product I have. Yes, ma'am. My name is Bernie. The
02:00
Speaker 2
16 r 10609503839. Is that correct? All right. All right, thank you. So your Linksys product is model WRT 1200 AC. This is the only Linksys router you have, sir. No other Linksys product. All right. So, I'll create first a record for you so before we, proceed with your concern, may I have your name
02:00
Speaker 1
[DOWNWEIGHT] My last name is Schwarz, S-C-H W-E-R. Yes, ma'am. Yes, ma'am. Schwartz, yeah, yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Schwarz, SCH. W E R. Schwartz. Yeah. Yeah. Schwarz. That's right. That's good. Yeah. Schwarz, at SCH. W. E. R.
03:00
Speaker 2
E-R-N-I-E.
03:00
Speaker 1
OK. Mr. B. J. s. at AOL.com. M is for misinterpret. I'm sorry. T is for trouble B is for burning J is for Jeffrey s is in Schwartz at AOL.com. You're welcome.
04:00
Speaker 2
All right. All right. Uh, Bernie, um... Your email address. Mr. B.J.S. Mr. Mr. Is it as bad as M.R. or M.-I.S.T.E.R.? All right. Thank you, Bernie. So Mr. B.J.S. A.O.A. Dot com.
04:00
Speaker 1
That is correct. Um, existing. Uh, you know what? I made a mistake. It's comcast. I apologize. It's comcast. Yes, ma'am. I just want to log into. Some changes, yeah. We gotta do some portfolio. Yeah. [silence]
05:00
Speaker 2
And who's your internet service provider? Xfinity. Yes, uh, Comcast. Aha. Aha. So you just want to... Uh, log in to your router's... web... usually uh the to log in [silence] Okay. Okay. Aha. Bernie, usually, uh, the... to log in...
05:00
Speaker 1
1 9 2192.168.1 Yeah. [silence] Yeah. [silence] Yeah. [silence] I'm having problems [silence] hmm? [silence] [gasp]
06:00
Speaker 2
Linksys router's web user interface. The default IP address of your router is 192.168.1.1. So that is the default IP address of your router. Now I'd love to walk you through the steps on how to go on further on accessing your router's web user interface, but apparently your router model WRT 1200 AC is already out of warranty. So we can no longer provide technical support, free technical support or assistance with this router's model. And it also aside from being
06:00
Speaker 1
Okay. Okay. But I, when I do that, it, when I do that, the website optimum comes up. It doesn't go into the route. I don't know why.
07:00
Speaker 2
Out of warranty, Bernie. I also have to tell you that this router's model, WRT 1200 AC, is no longer supported because it has reached its end of support, passed 2023. So we no longer provide any support for this router. But as I've mentioned before to you, to log into your router's web user interface, just type in your router's default IP address 192.168.1.1. Okay? Let's see.
07:00
Speaker 1
Yes. Yeah. Well, I was switching over. This is the problem I have. I was switching over to Verizon, and my system is not working with Verizon. So, we're getting out of Horison and going back to Comcast. So that's that's why we want to get into our router and give some changes.
08:00
Speaker 2
Do you have other routers connected to your internet provider? No? Hmm. Let me see. So usually, uh, so your router is not disconnected, it's, uh, not connected at all because you have changed, uh, modem from Verizon to Comcast. Yeah. It happens sometimes. What can you see on your computer? Maybe I should take you on a tech support. Okay. Uh, I will talk to you on the text. Yes. Okay.
08:00
Speaker 1
[KEEP_UNCERTAIN] Yeah. So, what do we have to do? Hold on. Let me get the technician out here. Hold on. Hold on one second. Um, I'll, I'll, I'll, I'll hold on, hold on one second. Explain this to the technician. I'm just the owner. He'll talk to you about it. And you tell him why that is. Um, he, he. Hello. Yeah, we're trying to, um. No, no. No, I'm, I'm here for the appointment sale. I'm
09:00
Speaker 2
Uh, yes, Xfinity. And, and, and, and, and, and, and, and, and, and, of, of, of, of, um, if you have changed modem, you will have to do a reconfiguration on your router. Uh, it's like setting it, uh, it's like setting it up again. I think a technician already know this. Uh, when you change modems. Yes, hello. So, so, so are you, uh, the technician from the internet provider, uh, Comcast? [Silence]
09:00
Speaker 1
Trying to log into the router, the Linksys router. Could you tell him why, could you tell him tell him, could you tell him why it's going to Optima, explain to him why it's doing that.
10:00
Speaker 2
So, uh, I've already mentioned to the owner that his router is already out of warranty. Its warranty status expired in, uh, 2017. So, we can no longer provide free technical assistance. And also, this router is an old classic router from Linksys. It's no longer supported because it has reached its end of support as of 2023. So, I cannot walk him through the steps. Um, that I do not know why it's going to opt
10:00
Speaker 1
Okay.
11:00
Speaker 2
Optimus because uh you mentioned that your internet provider is Comcast. I think you may have to contact your internet service provider about that because that is already a third party issue. And since you mention that you have changed modem from Verizon to Comcast, you will have to reset your router or do a reconfiguration or like setting it up again. But before you do that, I advise you to contact your internet provider because of the site that you are being directed to when you try to log into your router. Okay. All right. You're welcome. Thank you.
11:00