V2 Rubric Detail — e1f1c118-5faf-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 00:54
Duration
11m 4s
Contact
Ralph Arista
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00132157
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350 - some specific website is not working
⚠ 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: Avoidance/Evasion — agent avoided direct troubleshooting, provided materially incorrect information, and evaded responsibility by deferring to an unverified email and suggesting replacement without diagnostic effort.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provided factually incorrect information (e.g., 'support.linux.com', false EOL claim), and evaded ownership by promising an email instead of resolving the issue. No diagnostic steps were taken, and the interaction lacked empathy, accuracy, and technical validity, resulting in a completely unresolved case.

V1 Case Analysis

Customer unable to access specific apps over Wi‑Fi; agent suggested factory reset and replacement of EA6350 router, but no fix confirmed.

Troubleshooting Steps
  • Collected serial number.
  • Identified router model (EA6350V3) based on serial.
  • Suggested factory reset and replacement.
Key Observations
  • Agent never asked for or confirmed the exact router model.
  • Provided an irrelevant website (support.linux.com) instead of Linksys resources.
  • No systematic troubleshooting (e.g., checking DNS, Wi‑Fi band, or ISP settings) was performed.
  • Resolution was not verified; only a replacement was suggested.
  • Agent did not document a case number or set a clear callback.
Positive Highlights
  • Agent collected the serial number and asked for the customer's email.
Agent Errors / Gaps
  • Incorrect URL (support.linux.com) given to customer.
  • Failed to follow standard mesh/Wi‑Fi troubleshooting flow.
  • Did not confirm router model or warranty status.
  • Provided vague, non‑actionable advice (factory reset without steps).
  • Did not verify issue resolution before ending call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue or achieve any verifiable outcome — only promised an email with reset instructions and suggested eventual replacement without confirmation of fix.
R2 Not Met Diagnostic thoroughness conf 98%
No actual troubleshooting steps were performed — no request to check DNS, firewall, parental controls, or perform a power cycle; jumped straight to declaring device end-of-life.
R3 Not Met Correct resolution path conf 97%
Agent prematurely declared the EA6350V3 'end of life and not supported' without verifying support status; KB confirms EA series is still covered under basic support and firmware updates.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify root cause — no questions about specific blocked apps, DNS settings, or security features; assumed firmware/handshake issue without evidence.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used — did not suggest accessing http://192.168.1.1, checking logs, or testing via wired connection; referenced non-existent 'support.linux.com'.
T3 Not Met No misinformation conf 98%
Provided materially incorrect information: directed customer to 'support.linux.com' (not a Linksys site) and falsely claimed EA6350V3 is end-of-life with no support.
Communication
C1 Not Met Clear & professional language conf 95%
Agent never set expectations, gave disjointed monologue, failed to manage transitions, and lost control of the call flow.
C2 Not Met Confirmed understanding conf 94%
Used vague technical terms like 'handshake' and 'security level' without explanation; did not confirm understanding or adapt to customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — offered no immediate help, deferred to an email to be written post-call, and gave no commitment to follow up.
O2 Partially Met Proactive follow-through conf 89%
Provided a next step (email within 5–10 minutes) but no verification plan, timeline for resolution, or accountability for follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation was made, and given the nature of the issue (potential configuration), escalation to hardware support was not warranted.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Showed no empathy — ignored customer’s repeated attempts to engage, did not acknowledge frustration or difficulty.
X2 Not Met Tone & rapport conf 95%
Did not adapt to customer’s pace or tone; customer had to repeat email and confirm understanding multiple times due to poor clarity.
X3 Not Met Overall experience conf 96%
Forced customer to repeat email address; created unnecessary effort by not offering immediate self-help steps or remote guidance.
Call Transcript17 turns · 17 lines
Speaker 1
Welcome to business. How can you create one?
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, 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
Sorry, I'm right RLP, right RLP, right. We're having um issues with our um lynx's router. Um um so the issue being um so our internet is working fine. However, when we're on the Wi-Fi, we're, we're, we're, we're, we're, we're, we're, we're, we're, we're, we're, we're, we're, we're, we're, we're, we're, we're, we're, phenomenon of say, like, menstru's, we're not available to us. For example, like, we can use Facebook and um, Instagram, but apps like Twitter and my aunt's work that she uses to check her herself at work, um, stuff like that, they are not accessible. So we are unable to do things like a picture over um, over like IMessage. So silence.
03:00
Speaker 2
Thank you for calling Linksys. My name is Nathan. May I know who am I speaking? My name is Nathan. May I know who am I speaking? [silence] Yes sir, how can help you? [silence]
03:00
Speaker 1
We thought it was, like, just an issue with the internet as a whole, but when we switch over to cellular data, it works. So, we're just wondering if it's a problem with our router. Um it's a Linksys. Sorry, I have the serial number if you need it. Y30J0-2705964 Okay. Yep. That's correct, yes.
04:00
Speaker 2
tell me what is the model of your router? uh yeah, serial number would be good. let me take a look. what is this device? so EA6350V3, right, oh, the router is already end of life and end of support most likely.
04:00
Speaker 1
[silence]
05:00
Speaker 2
This is an issue on compatibility and it will require a firmware. Apologies, that this device is already out of the market and not supported. Now, a temporary solution, you may need to factory reset everything and reinstall it. But there is no assurance it will work. If it works, it may last for a few months or days or weeks, no guarantee it will come back. The problem will come back. It's more on the security level and on the handshake. The data that it can handle is limited because this is old technology. I believe you have this since 2017. Now, router usually lasts three to five years. I will give you the instruction through email. I will not offer you a paid support because it's not fair if it's not guaranteed to work, right? But try the email. I will give you the [silence]
05:00
Speaker 1
Yeah, yeah, so. Okay, sorry, so you're... Uh-huh. Okay. Okay. Okay. Sure. Sorry, who's the service provider? It is Spectrum. I spoke to Spectrum already. They said... They gave me your number. Um, yeah, they just said, uh, to tell you that we don't have a VPN in place and um, to check for any, like, security issues.
06:00
Speaker 2
Okay, I'll, I, I'll send you an email with the instruction on how to, uh, factory reset the router and reinstall it. If it works, the problem solved. You still have to prepare or plan for a replacement of the router. Maybe not immediately, next month, two months from now, it will work. But if it doesn't work, the problem still persists. You need to replace the router. Fair enough? All right. But overall, who is the internet service provider so that I can adjust my instruction? Spectrum or Xfinity? Yes. [silence] Yeah. Security issue. Thuh is on our side. Not on their side. Some of the websites are already in place with the
06:00
Speaker 1
Okay. It's ralph Arista, A-R-I-S-T-A, at gmail.com. That's correct. Yes. So, you're,
07:00
Speaker 2
higher security level because of the inclusion and many other attacks so this router cannot handle that one and that's the reason why especially on handshake this happens this is a known issue with the old technologies they have the great so just just try it may work but then if it doesn't work you have to replace give me your email address so that I can send it to you rooplorista@gmail.com did I get it right gmail.com David say it let me verify the email first before I let you go and then give me 5 to 10 minutes after the call I will send an email 5 to 10 minutes from now because I need to write it myself okay
07:00
Speaker 1
Yeah, so just double check your, um, your recommendation is that we just replace the router?uh [silence]
08:00
Speaker 2
You may need to replace the train. Do you really have to, but you really have to replace the route, it even if it works? Is for the security threat? threat. Yes. And then you are exposed for the security threat. All right. Yes, I will send the email file from ten minutes from now. I'm still writing right now. Uh it will take time. Sorry for the, sorry for that one. Oh, by the way, do you have access to internet right now, using your phone?
08:00
Speaker 1
Yeah, the internet works. It's just some applications do not work. [silence] Sorry, the internet is being very slow right now. Okay. [silence] Yeah, yeah, yeah. Uh-huh. It it's just like the chat one. Looks like a [silence] I'm sorry, it
09:00
Speaker 2
Okay. Okay. Visit the website, support.linux.com. I'll show you the tools that I'm using so that you can also browse, support.linux.com. Do you see the website? Do you see it? Do you see the blue green circular icon on the lower right of the screen? Click that one. Yeah. It's not the chat. It's actually the the engine for that one is chat gpt.
09:00
Speaker 1
Oh, I see. Okay. Okay. Okay. I see. I see. Okay, and what was your name again? Nathan. Got it, got it. thank you
10:00