V2 Rubric Detail — e1806946-6388-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 22:24
Duration
13m 43s
Contact
Marcela Conkey-Patton
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132696
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6700_Setting up the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided all troubleshooting, incorrectly declared device out of support, and redirected customer without providing any assistance.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, incorrectly stated the EA6700 was end of support, and redirected the customer to an AI tool without empathy or ownership. No resolution path was provided despite a clear connectivity issue, constituting avoidance and resulting in an auto-zero.

V1 Case Analysis

Customer reported no internet on EA6700 router with Spectrum. Agent incorrectly stated device is EOS and directed to invalid AI portal (support.linexus.com). No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly claimed EA6700 is end of support (EOS), which contradicts Linksys KB — EA6700 is not officially EOS.
  • Agent provided a non-Linksys URL: 'support.linexus.com' (transcript @12:00), which is not a valid support domain and may be unsafe.
  • No troubleshooting steps were performed despite customer being actively engaged and willing to follow guidance.
  • Agent failed to verify basic WAN diagnostics such as LED status, modem sync, or power cycle — standard for internet connectivity issues.
  • Call ended without confirming whether the previously mentioned 'sync button' fix actually resolved the issue.
Positive Highlights
  • Collected model number (EA6700) and serial number (13780604601707) accurately from customer (@07:00).
  • Confirmed customer name (Marcella) and attempted to spell last name correctly (@08:00).
  • Maintained polite and professional tone throughout the call.
Agent Errors / Gaps
  • Incorrectly stated the EA6700 is end of support (EOS), which is not accurate per Linksys KB and support policy.
  • Provided an invalid and potentially unsafe support URL: 'support.linexus.com' instead of 'support.linksys.com' (@12:00).
  • Failed to perform any standard troubleshooting for a no-internet issue, including checking router LEDs, modem connection, or power cycle.
  • Did not verify whether the customer’s self-diagnosed fix (sync button) actually resolved the issue before closing the call.
  • Misrepresented company policy by stating no technical support is available for out-of-warranty devices, when self-help guidance is still expected.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared device EOS and offered no resolution to the internet connectivity issue.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, LED check, speed test) were performed despite reported no-internet condition.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly stated EA6700 is end of support without verifying warranty status or attempting basic setup steps.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify symptoms or ask diagnostic questions before concluding no support available.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools like admin UI, firmware check, or WAN test to assess the connection issue.
T3 Not Met No misinformation conf 95%
Incorrectly claimed EA6700 is end of support; no technical guidance provided for Spectrum setup.
Communication
C1 Not Met Clear & professional language conf 93%
Agent gave no agenda, failed to guide interaction, and abruptly ended after redirecting to AI tool.
C2 Not Met Confirmed understanding conf 92%
Used scripted language without adapting to customer’s understanding level or confirming comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disowned responsibility by stating 'we could no longer do that' and redirected to external AI.
O2 Partially Met Proactive follow-through conf 89%
Provided URL (support.linksys.com) as next step but no timeline, follow-up, or success confirmation.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 91%
No escalation performed and none was warranted due to lack of troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 91%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No acknowledgment of customer’s frustration or repeated efforts with ISP; entirely transactional tone.
X2 Not Met Tone & rapport conf 95%
Tone remained robotic and detached; no adaptation to customer’s emotional state or pace.
X3 Not Met Overall experience conf 96%
Customer had to repeat serial numbers; redirected to external AI without reducing effort.
Call Transcript20 turns · 23 lines
Speaker 1
It is Linux Linux support, that's what you said. Oh, you gotta register. We never registered. That's pretty good.
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... If you're experiencing issues with Linksys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI Powered Support Assistants. [silence] Word support bot at support.links.org, is there? You can also connect with other users for tips and guidance at Reddit.com/r/links. Thank you for calling Linksys. This is Carly. How may I help you?
00:00
Speaker 1
I'm calling because we have a Linksys system and we've been trying to work with our Internet services and uh which is through Spectrum and they worked with us and work with us and for some reason we could not get no type of Internet signal but you know what? I think we may have figured it out because there was a button that was button plugged into the wall and we didn't have that pressed and I bet that probably was the problem as why we weren't weren't linked up to the uh what is that that's into the wall? The sink the sync button. Okay, we may have figured it out. For the range extender. Okay. But we we've been working with our tech support at the internet and they couldn't get it to work right for our internet and they took all the information and we're all connected [silence]
03:00
Speaker 2
Hi, ma'am.
03:00
Speaker 1
connected with Spectrum, but for some reason, we still couldn't get the internet connection. So they told us they gave us the number to call you to see if there was something you can do in the end to make sure, you know, stuff was working properly. This is the first time, ma'am. What's the model number? I don't know where where that is. Hold on. Um, I've got my husband here helping me. Model number. Nate, it's on that paper. Is there a paper or underneath of the device? Okay. Hold on. The number. What is the model number? What's it what's it say?
04:00
Speaker 2
Okay. So, you have a problem right now with internet connection, using the Linksys router. Ma'am, before we continue, let me just create a record. Have you called Linksys before or this is the first time? Can I have the model number and cereal number of your Linksys device? Yes. Uhm, underneath the device itself, ma'am. [silence]
04:00
Speaker 1
um, Oh dog in one second. you don't see it underneath. It's not, it's got. I guess you runover. A sticker. Is there a sticker? 89033951. That sounds right. That's not I don't know. That's not the serial number. uh it's not the Mac. I've got I've got a serial number Mac number and then another number. It's not telling me what that third number is. Oh, it's on. It's on the front. Um I seen that. Is it E? A 60 Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
05:00
Speaker 2
Exactly. The model is on the device itself at the bottom or underneath [silence] Yes. There is a speaker underneath. the serial number, sir, or in the model number. How about the - the model number is right below Nexus, the logo for Nexus. Right below that is model number. [silence] or right next to it.
05:00
Speaker 1
Yes, serial number. Serial number is, 1, 37. Oh, wow. 1371. 1, 0. 0, 0. 0, 8. 8, 0. 4, 6. 486 looks like. 4610707. I think I could see it on the box. Hold on, ma'am. If I haven't done that first, huh? Okay. Uh, let's see. Shoot. Hold on. Let me just, [silence]
06:00
Speaker 2
Okay, thank you. How about serial number? Okay. Ma'am, you can take actually you can take a picture of it. Then so that, and the, picture you can zoom in, uh, so that if you're having problem reading it. Mm-hmm. Okay.
06:00
Speaker 1
Take a picture of it. Okay. Okay. Now, there's two numbers on here. Which one is which? S slash N. It's slashing 13-7. 10-604601707. That's correct. Yes. S slash N on the back, yeah. Mm-hmm. Yes, ma'am. 3-0-2-2-9.
07:00
Speaker 2
The SN. Okay, let me check if I got it correctly. 13780604601707. and that's the S slash N, correct? And again, this is an EA 6700. And can I have also your phone number, ma'am?
07:00
Speaker 1
<start_of_audio> [silence] which is 99 75 L. Marcella, M-A-R-C-E-L-L-A L-L. that's correct.-pathen, K-K-E-Y-LEN, K-O-N-N-K-E-E.
08:00
Speaker 2
And how about your first name again? M-A-R-C-E-L-L-A, correct. How about your last name? Okay. Um, can you just, uh, repeat your last name, ma'am? Can you spell it slowly? Okay. So, again, let me check is the first one is C-O, that's C for Charlie, O for orange, K for kilo, E for editor, Y for yellow. Okay. Thank you. The one is on the top, the word "link sys", it's all in white. Okay. Okay. And how long you had this router, ma'am? Is it like, um, couple of years already? Like two years, three years? Yes, but maybe like, um, maybe two years ago. Okay. Thank you. So again, this is an EA 6700, right? Okay.
08:00
Speaker 1
Yes, it is. Fresh out of the box. [silence] Okay.
11:00
Speaker 2
And is this is the first time that you're going to set up this router? Okay. All right. Okay. Because I think you think before we start for any troubleshooting. Your linger sweat router, it shows it here on our system that this router that we have, the EA6700 is already an EOS, endpoint one of our all routers. And if your device is already EOS ma'am, that means it's end of support. That means links is will no longer provide any software updates as well as any technical support.
11:00
Speaker 1
I don't know.
12:00
Speaker 2
Okay. So, as much as I would like to walk you through on how to set up this router, we could no longer do that since it's already end of support. But what we can do here, ma'am, is we can refer you or you can access our Linexus.ai tool, okay? That can be found on our website, support.linexus.com, okay? When you go to the support.linexus.com, there's an AI icon there that you can take advantage. You all you need to do, just write your questions like ask on how to set up this router using a spectrum provider. It will guide you on how to, it will give instructions on how to set up this router.
12:00
Speaker 1
Okay. Okay, ma'am. Thanks. Thanks. What is it? Okay, no, I don't have any more questions then. Thank you for your time. Have a good day, okay? Bye bye. Bye bye, thank you.
13:00
Speaker 2
Okay. Just provide. Mm-hmm. Right? So again ma'am, um, that is support.linksys.com, okay? So if you do have questions again, um, go ahead. Okay. You're welcome. You're welcome. Okay, so good night. Oh, thank you for calling Linksys. This is Karlag. Bye for now. Goodbye ma'am.
13:00