V2 Rubric Detail — e1c77df6-7583-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 19:34
Duration
8m 1s
Contact
Maria
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135393
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to router to be secure
⚠ 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: Agent avoided providing free troubleshooting based on warranty status, constituting Avoidance/Evasion (critical failure B).

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to diagnose or resolve the blinking-red router issue, incorrectly claimed free support unavailable due to warranty status, and pushed a paid session instead of providing OOW best-effort troubleshooting. No meaningful troubleshooting occurred, and the customer was left with only a promise of emailed steps. This constitutes an unresolved case with a critical avoidance/evasion violation.

V1 Case Analysis

Customer reports Linksys router blinking red after connecting new Xfinity modem. Device confirmed out of warranty. No troubleshooting performed. Agent promised to email step-by-step instructions.

Troubleshooting Steps
  • Collected serial number
  • Confirmed warranty status
  • Asked about ISP (Xfinity)
  • Asked if router was reset and for how long
  • Asked setup method (app)
  • Requested model number
Key Observations
  • Agent did not obtain the router model number, which is critical for accurate troubleshooting and firmware verification.
  • No concrete troubleshooting steps (e.g., power cycle modem and router, check WAN connection status, verify Xfinity gateway mode) were performed despite a clear symptom (blinking red light).
  • Agent prematurely offered paid support before attempting any basic diagnostics, then pivoted to a free email without delivering any actionable content.
  • Customer mentioned Xfinity, which requires specific setup (bridge mode or IP passthrough), but agent did not address this.
  • Email address was correctly interpreted from phonetic spelling (Joe Jo 83 hayahoo.com → joejo83@yahoo.com).
Positive Highlights
  • Collected and confirmed the serial number.
  • Confirmed the device was out of warranty based on serial lookup.
  • Asked about the ISP (Xfinity), which is relevant for setup.
  • Asked if the router was reset and for how long, which is part of standard reset verification.
  • Offered to send written instructions via email after customer declined paid support.
  • Correctly interpreted phonetically spelled email address (joejo83@yahoo.com).
Agent Errors / Gaps
  • Failed to collect required product model number, preventing model-specific guidance.
  • Did not follow standard troubleshooting flow for a blinking-red router (no power-cycle, no WAN status check, no ISP gateway configuration check).
  • Offered paid support before confirming the issue could be resolved with basic steps.
  • Did not verify ISP connectivity or address known Xfinity setup requirements (e.g., bridge mode).
  • Provided no clear resolution or actionable fix before ending the call.
  • Did not confirm whether the blinking red light was on the modem or the Linksys router (critical ambiguity).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Router remained blinking red; agent never provided a fix or resolution.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only asked minimal questions (reset length, app usage) and gave no actionable troubleshooting steps.
R3 Not Met Correct resolution path conf 96%
Agent declared device out-of-warranty and immediately pushed paid support instead of offering best-effort troubleshooting as required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No logical diagnostic process; agent did not verify WAN connection, power-cycle modem, or check firmware.
T2 Not Met Appropriate tools / resources used conf 93%
Agent used no tools (remote session, KB lookup, admin page) despite clear need for technical guidance on blinking red LED.
T3 Not Met No misinformation conf 99%
Agent stated free technical troubleshooting cannot be provided for out-of-warranty devices, contradicting OOW best-effort standard.
Communication
C1 Not Met Clear & professional language conf 92%
Call lacked framing, clear transitions, and agent let long silences and unrelated statements dominate.
C2 Not Met Confirmed understanding conf 91%
Agent used vague language, did not confirm understanding, and offered no adaptation to customer's level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent stayed on call and did not transfer, but shifted to paid-session offer rather than owning the technical issue.
O2 Met Proactive follow-through conf 95%
Agent promised to email step-by-step instructions within 3-5 minutes.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation performed and none was warranted given early stage and lack of troubleshooting effort.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy, patience, or acknowledgment of customer frustration; tone was transactional.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt tone or pace to customer's confusion or emotional state; communication remained flat.
X3 Not Met Overall experience conf 94%
Customer was left to wait for email and asked to pay; no effort made to reduce friction on the call.
Call Transcript15 turns · 15 lines
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. Please 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, paid support may be available depending on your issue. To hear more about your service options press two. 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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options press two. To hear these options again,
00:00
Speaker 1
Hi. I am trying to set up, I just set up a new router, no, a new modem. And I'm trying to make it work with my linksys stuff. Can you hear me? I'm trying to set it up with my linksys stuff that I have. And I'm not sure if it's working or not.
01:00
Speaker 2
Press 8. Welcome to LMAS technical support. 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. Hello. Thank you for calling LMAS. Technical support. This is John. How can I assist you today? Uh huh. Oh, yes, I could be use of support.
01:00
Speaker 1
and I was told that you're the expert. It's worked for a long, long time. I got a new, yes. I got a new modem and I'd like to hook it up to my new modem. does it provided no.
02:00
Speaker 2
Oh, I see. Wait. Norris, let me, let me check that one out. So, this device that you have sir, is it working before? Or is it your first time setting it up? Uh-huh. All right. And you want to hook it up again to your own network. Is that correct? Can you provide the model number, sir, and the serial number of your linksys router? Yes. The linksys router.
02:00
Speaker 1
28H, as in Harry, 206-08-9-00-478. That's the serial number. Is that what you were looking for? [silence] I had three. Ah, um, currently I have two of them plugged in cuz I unplugged one to try to switch it out this morning to make it work from my barn. So now I've got a teal light that's different than what I had. Now it's red.
03:00
Speaker 2
Got it. All right. Okay, let me check. Uh, and how many unknowns do you have there? How many routers do you have? Okay, I see. Right. And also, sir, let me know. Would you like status of the one that is connected to?
03:00
Speaker 1
the mother one, yep, it's blinking reds, right now, blinking red, Extnity, I did, I don't know, 30 seconds or so that I believe you're supposed to
04:00
Speaker 2
yes. what's the light status? um. [silence] blinking red. [silence] and also sir, may I know who is your internet service provider? um. [silence] sir. [silence] alright. so, um, if I may ask sir, when you hook it up to your new modem, did you reset your router first? like you pressed the reset button? right sir. [silence] for how long did you had the reset button, say? anit? how do you get back up. yes sir, how long? about for 15 to 20 seconds. [silence] and where did you set it up the router? sir? is it on the app or you just had it? it's on the app sir. on the app. and then please give me the model of your router sir. I had it downloaded on the app and the model of the router sir? [silence] that I'm trying to configure it. new wi-fi router sir.
04:00
Speaker 1
I called exfinity and made sure everything was working, they transferred me to you. So everything is good up to the wireless mesh. Now. Oh, it is still blinking red. I was going to say it looks solid, but as I watched it for another second, it's still blinking. Which it was solid earlier. So.
05:00
Speaker 2
just followed the instruction from the website. Okay, one moment. All right, got it. One more cheat here. All right, based on the record here, Sir, with the serial number that you provided to me, this device is already out of warranty. I asked for an early last February.
05:00
Speaker 1
No, I'm good, thank you. Say that again? It. Is that free?
06:00
Speaker 2
Today is 21st of [REDACTED_PAYMENT_DIGITS] and for the auto device you could not provide a free technical shooting over the phone. [silence] However, if you insist, we can provide a one-time non-refundable technical session lasting up to [REDACTED_PAYMENT_DIGITS] minutes. Now, donation payment of $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that you will do. [silence] However, if you don't want to proceed with the payments or [silence] whatever [silence] I see you're right. Um, I can send you an email instead sir, a step-by-step instruction. Uh, yes, it is fee of charge. Sorry.
06:00
Speaker 1
That would be great McDonald MCD O N ALD Joe Jo 83 hayahoo.com Correct Okay, thank you very much for the help Thank you so much. Thank you, you too. Bye.
07:00
Speaker 2
All right, can you provide your email address so that I can send it to you? All right, so expect an email from me within 3 to 5 minutes after we end the call and just follow the steps how to get up. All right. All right, thank you so much and have a good one.
07:00