V2 Rubric Detail — e2ce0ff4-6691-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 19:06
Duration
6m 45s
Contact
Kaori
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133286
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ 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: B — Avoidance/Evasion: Agent refused to perform any troubleshooting solely due to out-of-warranty status, directing customer to paid support or self-help without attempting best-effort diagnostics, which violates the OOW troubleshooting standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication5.00/5
Ownership3.50/5
EscalationN/A
Customer Exp3.21/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent identified the device as out-of-warranty and refused free troubleshooting, offering only a paid session or an email with steps. No diagnostic steps were taken despite a clear red LED symptom. This constitutes avoidance of duty under the OOW best-effort standard, resulting in no resolution and triggering an auto-zero for evasion.

V1 Case Analysis

Customer’s router shows red LED after ISP modem replacement. Out-of-warranty device; agent offered paid support and will email self-help steps. No troubleshooting performed.

Troubleshooting Steps
  • Asked if reset button had been pressed (no guidance given)
  • Verified model and serial numbers
  • Checked warranty status
Key Observations
  • Agent did not walk the customer through basic troubleshooting (reset, power-cycle, WAN check).
  • Long periods of silence and unclear dialogue reduced call efficiency.
  • Agent offered paid support without first exhausting free troubleshooting options.
Positive Highlights
  • Collected accurate model and serial numbers.
  • Identified out-of-warranty status correctly.
  • Offered a clear next-step (email with instructions) when the customer declined paid support.
Agent Errors / Gaps
  • Failed to provide any concrete troubleshooting steps before offering paid support.
  • Did not acknowledge the customer's frustration or apologize for the inconvenience beyond a brief statement.
  • Provided vague statements about warranty policy that could be interpreted as inaccurate (free troubleshooting can still be offered for out-of-warranty devices).
  • Long silences and lack of call control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the red LED issue or achieve any outcome; only offered an email or paid support.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., power cycle, cable check, modem test) despite a clear hardware symptom (red LED).
R3 Not Met Correct resolution path conf 96%
Agent refused free troubleshooting solely due to OOW status, violating the OOW best-effort standard which requires meaningful troubleshooting regardless of warranty.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify symptoms systematically or ask diagnostic questions (e.g., power status, WAN connection, LED pattern meaning).
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., LED interpretation, local access, modem test) were used despite the issue being diagnosable with basic steps.
T3 Not Applicable No misinformation conf 92%
Agent provided no technical guidance, only offered to send an email or charge for support.
Communication
C1 Met Clear & professional language conf 95%
Agent set expectations about the email timeline and maintained control of the call flow.
C2 Met Confirmed understanding conf 96%
Agent used plain language, confirmed the email address, and adapted to the customer’s pace.
Customer Ownership
O1 Partially Met Ownership & empathy conf 93%
Agent did not transfer the call but avoided live troubleshooting, abdicating ownership by deferring to email.
O2 Met Proactive follow-through conf 97%
Agent clearly stated the next step (email within 3–5 minutes) and followed through on commitment.
O3 Not Applicable Closure confirmation conf 90%
No prior case history was referenced or available; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent offered scripted apologies but did not acknowledge the customer’s frustration or history of past support.
X2 Met Tone & rapport conf 94%
Agent matched the customer’s communication style, confirmed details, and maintained engagement.
X3 Partially Met Overall experience conf 90%
Providing an email reduced repetition, but forcing self-help after a technician visit added customer effort.
Call Transcript14 turns · 14 lines
Speaker 1
Hi, uh, just that your system had stopped working, I- I see the red color on your equipment, and I'm just wondering if I can get it working again.
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, 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 Linksys Technical Support. This is Charm. How can I assist you today? I see. [silence]
00:00
Speaker 1
I'm sorry? Yeah, it did. It did. Uh had a problem with the modem spectrum modem and they have to come out and then replace the the modem. Yes. Okay, model number is W-H-0-3B as in Victor, two. Yes, it's at 20 J-206058011140.
01:00
Speaker 2
right, I do apologize to hear that one. mam of if I miss ma'am, is there any power outage or any Internet outage happened? Is outage or any Internet outage happen before it get disconnected? Mhm. I see. So they replaced your modem. All right. Can we provide the model number and a serial number of your Linksys router, ma'am? All right. How about the serial number?
01:00
Speaker 1
I have, uh, one, two, three. How long, uh, I'm having problem? Uh, they came in, well, the internet stop working like three days ago, and, um, and they come in to fix the internet part yesterday, so it hasn't been 24 hours, I guess. I didn't, I, I tried to do the reset, and, I guess I, uh, didn't. Well, I mean, internet guy came here and they told me that, uh,
02:00
Speaker 2
Got it. And how many link assist rather, do you have? Three, all right. And how long have you been experiencing the issue, ma'am? Yes. I see, right, got it. And what troubleshooting have you done so far, ma'am, if I may ask?
02:00
Speaker 1
I wasn't working so I figure I just call you. At the time like maybe 10 seconds, but since the new modem I haven't done that yet. Should I try that now? Okay. [silence]
03:00
Speaker 2
I see all right. So you mentioned that you pressed the reset button. How long did you hold the reset button on? One moment here. Let me check the white... the status here for a moment. I feel I see one. It looks like it's recording. [silence] and I have a voice on my way. [silence] So, [silence] I already pulled up the record here ma'am with regards to the serial number and model number that you provided to me. And as we're checking here the device that you have was already Out of warranty. This is September 4th of 2021. And for the out of warranty device, ma'am, I do apologize, but I could not provide a free troubleshooting over the phone. However, [silence]
03:00
Speaker 1
okay uh, just uh so AI is like no, just send me the email, how to do it. yes my name spell out K-A-O-R-I-A-Z-Z-I at hotmail.com
04:00
Speaker 2
If you insist, I can provide you a one-time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, but you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, ma'am, if you don't want to proceed with the payment, what I can do is I could send you an email instead on how to troubleshoot it yourself. And also you may consider trying our links as AI agent for guidance and it is free of charge. Which one would you prefer? I see. All right. So I will send you the email. Kindly provide the best email address that you have so that I could send it to you. [silence] I can my idea with them. [silence] What is the issue about?
04:00
Speaker 1
[silence] yes, KORT at hotmail.com. [silence] Yes. [silence] Yes. Now, I called about a couple years ago. That's also after the warranty. The gentleman helped me step by step on the phone at the time. [silence] Okay, okay, well, okay. So, the email you're going to send me has a step-by-step instruction, right?
05:00
Speaker 2
hotmail.com, Carey. yes. Okay. I'm out of warranty. we cannot assist you. However, we can assist you if you pay conn. which is 15. we can walk you through on how to do it. Yes, there's a step by step instruction.
05:00
Speaker 1
okay great thank you okay great and then let's say if i pay the 15 what if it didn't fix it then i'll get the money back or okay okay all right then anyway so uh i'll wait for the email okay thank you
06:00
Speaker 2
All right, if still there is a problem, then you could contact us back, and you may proceed with the paid connect if you want. All right, thank you so much, ma'am and expect an email from me within three to five minutes after we end the call. Ma'am. No, ma'am. There is no refund or replacement will be issued. All right. Yes, ma'am. I will send it to you after this call. All right. Thank you so much also, ma'am and have a good one. Bye for now.
06:00