V2 Rubric Detail — e4a0296a-8203-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 17:21
Duration
8m 27s
Contact
724-814-0405
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00137674
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support E5400
⚠ 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

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-76.0)

V2 Grader Summary

The agent violated policy by refusing all technical assistance for an out-of-warranty E5400 router, providing no diagnostic steps or troubleshooting guidance, and redirecting the customer only to self-help resources. This constitutes clear avoidance/evasion (auto-zero trigger), resulting in an unresolved issue with complete failure in resolution, technical accuracy, ownership, and customer experience.

V1 Case Analysis

Customer reported E5400 router not connecting after reset. Agent confirmed device is end-of-support and provided self-help link for router setup via email.

Troubleshooting Steps
  • Collected serial number and confirmed model E5400
  • Verified product is end-of-support (EOS)
  • Explained that router must be reconfigured after reset
  • Offered to send self-help setup guide via email
Key Observations
  • Agent correctly identified E5400 as end-of-support and followed EOS support policy by offering self-help resources.
  • Agent incorrectly stated the ISP as Spectrum (customer said Armstrong Cable).
  • No basic diagnostics (e.g., power-cycle, WAN status check) were performed, but this aligns with EOS policy to avoid deep troubleshooting on unsupported devices.
  • Serial number was initially garbled but successfully captured and repeated by agent, showing active listening.
Positive Highlights
  • Correctly identified the E5400 as end-of-support and adhered to self-help policy for EOS products.
  • Successfully captured and repeated the serial number despite initial phonetic confusion.
  • Provided a clear next step by offering to email a relevant self-help guide.
  • Maintained a polite and professional tone throughout the interaction.
Agent Errors / Gaps
  • Incorrectly identified the customer's ISP as Spectrum instead of Armstrong Cable.
  • Did not confirm receipt of the self-help guide or verify customer understanding before closing the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent declared the router out-of-warranty and refused assistance, with no resolution or configuration guidance provided; customer still lacks internet connectivity after reset.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic steps taken—agent skipped WAN checks, reset verification, or reconfiguration guidance, jumping straight to warranty status.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly treated out-of-warranty status as a reason to stop helping, violating policy requiring best-effort troubleshooting for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms, ask about modem/router lights, or determine root cause; jumped immediately to warranty declaration without diagnostic questions.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used—agent directed customer to no specific actions (e.g., router UI at 192.168.1.1, speed test, or logs) despite the issue requiring them for diagnosis.
T3 Not Met No misinformation conf 96%
Agent claimed 'we cannot longer provide any technical support' for an OOW device, which contradicts Linksys policy requiring best-effort troubleshooting regardless of warranty status.
Communication
C1 Not Met Clear & professional language conf 93%
No clear framing of interaction, no step-by-step guidance, and agent allowed conversation to drift without maintaining control during customer's confusion.
C2 Not Met Confirmed understanding conf 92%
Agent used scripted, jargon-heavy language without adapting to customer's confusion or checking understanding; no simplification or comprehension checks offered.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abdicated responsibility by citing OOW status instead of owning the case or attempting resolution, transferring immediately to self-help resources.
O2 Partially Met Proactive follow-through conf 89%
Agent promised to send a setup guide as a next step but provided no timeline, follow-up commitment, or accountability for resolution.
O3 Not Applicable Closure confirmation conf 100%
This was confirmed as the first contact ('it appears is this your first time calling links man'); no prior case history or handoff context existed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and none was warranted—the issue (post-reset connectivity) was resolvable at L1 with proper troubleshooting, which the agent never attempted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed; therefore, execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent expressed minimal, transactional acknowledgment of frustration with no genuine empathy; remained purely technical and dismissive throughout.
X2 Not Met Tone & rapport conf 93%
Failed to adapt communication to customer's confused, frustrated state; no adjustments to tone, pace, or style to maintain engagement or reduce confusion.
X3 Not Met Overall experience conf 95%
Customer was forced to perform all effort alone with no agent-led actions; unnecessary friction added by dismissing the issue based on OOW status instead of guiding resolution.
Call Transcript16 turns · 17 lines
Speaker 1
[silence] Hi, I'm having trouble with my modem and somehow it was disconnected. And I've been on the phone with my internet services and they suggested that I give you all a call because something's not going right and I don't have internet connection and it's not the internet that I, you know, it's more with the modem they said. [silence] Oh no, it's the router. I mean the router, my bad. I'm calling about the router, the router. I'm sorry. I got the wrong word. I got the wrong word.
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Thank you for calling linksys. This is Is, how can I help you? [silence] So you, so the modem, uh is a product of your internet provider. The router, okay. That's fine.
00:00
Speaker 1
But you you kind of knew what I meant. That's what it's about. I right right. Yes I I I did a reset on it and in the in the internet. Yeah I mean the cable people said I shouldn't have done that. So I I think I I disengaged everything. But let me give you the serial number. The serial number is Okay. You want just the number correct? It's three. Okay. In the it's 30 N is in Nancy. 10 M 2 1 D is in David. [silence]
01:00
Speaker 2
Alright. Yeah. Because I was sure it's a modem and modem usually is the internet provider. Well, since it's the router, you can provide me the serial number of your Linksys router. [silence] the serial number, yes.
01:00
Speaker 1
Yes, exactly. That's correct. I think that that's correct. Yes, I think that that's correct. I believe so. Might be my second. No, I think it's my first.
02:00
Speaker 2
all right I'll say again the serial number is 30 and for Nancy 10 and for Mary 201 D for David 08 26 63 that correct all right let me check for your system it appears is this your first time calling links man so your links router model is e 5 400
02:00
Speaker 1
I don't think so. You mean the model number? But I don't know is that what I have Dorado here, yeah. It's. Yeah, E's and Edward. Yeah, yeah, I think that's right. E's and Edward 5400. That's correct. Karen. Palm. Palm. P as in Paul, A. L. M is Mary. [silence]
03:00
Speaker 2
that is your linksys router model yes the model number of your linksys router is E 5400 you can check on your router uh at the bottom at the bottom of the router there's uh the model number beside the linksys logo so you only have one linksys router dot E5400 correct all right uh for the record for you mom may I have your name Sharon oh
03:00
Speaker 1
Yes, P as in Paul A-L-M, such as the palm of your hand. K-A-R-E-N, Karen's the first name, Karen, Karen K-A-R-E-N first name. Palm the last name. Yes. Yeah, I'm not Karen Carpenter. Not Karen Carpenter. I know, I know. No, I'm alive, she's not. So, my first initial, K, my last name, Palm, 310 at gmail.com. Correct.
04:00
Speaker 2
Did you say, did you say PA LLM? I see. I thought it's Karen Carpenter. All right. Mhm. Yeah. Karen Palm, not Karen Carpenter, okay? No, just a joke. All right. What about, what about your email address, Karen? Mhm. KPalm310@gmail.com.
04:00
Speaker 1
My internet service is Armstrong cable. Yes. [silence] Well, can you fix it? So you can't fix it, just put it back to normal.
05:00
Speaker 2
All right. Thank you, Karen. Um, you mentioned your internet service provider was a spectrum. I see. Sorry. All right. Uh Karen, you've been using your router for too long now, right? Um, because I've checked on our system and it shows here that your product or Linksys water or E5400 is already out of warranty. And it's life cycle, mm-hmm. oh its life cycle phase has ended. So we cannot longer provide any technical support or.
05:00
Speaker 1
Well all I did was hit the reset button. Okay. Okay. [silence]
06:00
Speaker 2
We don't offer support or assistance. This router is an old router from Linksys. It's life has ended last 2024, meaning we no longer manufacture or Linksys no longer manufactured or sell this router as it's using an older technology. And the support for this router, is no longer provided after 2016. Yeah, so your router, no worries. Your router is still in working condition. Seems like you have pressed the reset button. You will just have to reconfigure again or setup again your Linksys router. Though I could not provide you a technical assistance, because the router is no longer supported by Linksys. I can send you a links of link owner and support home networking set up guide, which have self help articles that can provide you guidelines on how to set up routers. [silence]
06:00
Speaker 1
Okay. Sure. Yeah, do that because I- I-um this router was working just fine, I'm gonna go hit the reset button. Then it just stopped working. I'll never do that again because- because they told, well, when I looked up Linsky, they said hit the reset button. So I did what they told me to do. Yeah. I, I did that, yes. Okay. Okay. Okay, so you're going to send me the new information on the information and help me. Um, I can try to do it on my own.
07:00
Speaker 2
is using older technology and though it's still working, but it will not provide you the best performance as as compared to the newest linksys router we have. Yes, I'm I'm going to send you our Enif support home networking setup guide. So,
08:00