V2 Rubric Detail — e9d75b34-6b64-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 22:27
Duration
12m 29s
Contact
Lori Banks
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00133986
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to get online
⚠ 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 all troubleshooting and escalation, dismissed the customer by falsely claiming no support for OOW devices, violating policy requiring best-effort assistance.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent incorrectly declared the out-of-warranty EA6350 unsupported, provided no troubleshooting, failed to use diagnostic tools, and offered no empathy or next steps. This violates Linksys policy requiring best-effort support for all devices, resulting in a complete failure to resolve or progress the case.

V1 Case Analysis

Customer unable to get internet on EA6350 router. Device out of warranty; agent advised purchase of new device without troubleshooting. No case created.

Troubleshooting Steps
  • Collected model number (EA6350)
  • Collected serial number (14Y30JO2707838)
  • Performed warranty status lookup
Key Observations
  • Agent provided materially incorrect support policy: stated no support is available for out-of-warranty devices, directly contradicting KB guidance that basic troubleshooting and self-help should still be offered.
  • Agent failed to perform any network troubleshooting (reboot, cable check, WAN status, firmware update) for a reported internet connectivity issue, violating standard troubleshooting flow.
  • Agent did not create or reference a HappyFox case despite the issue being unresolved and requiring documentation.
  • Agent misheard and incorrectly repeated the serial number (e.g., 'FOU, P30' instead of '4Y30'), which could lead to incorrect device lookup.
  • No attempt was made to guide the customer through local web interface access, firmware check, or PPPoE settings, all of which are standard for EA series routers with internet issues.
Positive Highlights
  • Polite greeting and professional tone throughout the call.
  • Attempted to verify warranty status, which is a valid step when support eligibility is unclear.
  • Correctly identified the device model (EA6350) from customer input.
Agent Errors / Gaps
  • Provided factually incorrect support policy: claimed no support is available for out-of-warranty devices, directly contradicting KB guidance that basic troubleshooting and self-help should still be offered.
  • Failed to perform any network troubleshooting (reboot, cable check, WAN status, firmware update) for a reported internet connectivity issue, violating standard troubleshooting flow.
  • Did not create or reference a HappyFox case despite the issue being unresolved and requiring documentation.
  • Misheard and incorrectly repeated the serial number (e.g., 'FOU, P30' instead of '4Y30'), leading to potential data entry errors.
  • Advised immediate hardware replacement without validating the root cause, which is inefficient and inaccurate per troubleshooting best practices.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent stated 'we don’t support devices that are already outside of its warranty period' and 'cannot provide support for this device anymore,' offering no resolution path beyond purchasing a new router.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps (reboot, cable check, modem test, firmware check) were performed before concluding the case.
R3 Not Met Correct resolution path conf 97%
Agent correctly identified the device was out-of-warranty but failed to provide best-effort troubleshooting as required by policy, instead dismissing the customer entirely.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions about LED status, internet connectivity, or physical connections; skipped root cause analysis entirely.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (router admin UI, speed test, logs, remote session) were used or suggested despite the need for diagnostics.
T3 Not Met No misinformation conf 96%
Agent incorrectly claimed no support is available for out-of-warranty devices, contradicting official policy which mandates best-effort troubleshooting regardless of warranty status.
Communication
C1 Not Met Clear & professional language conf 95%
Agent provided no call framing, held customer without explanation, and ended abruptly without summarizing outcome or next steps.
C2 Not Met Confirmed understanding conf 94%
Communication was generic and failed to adapt to customer’s confusion; repeated 'yeah' and filler words without clarity.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership, transferred no responsibility, and refused to assist, effectively abandoning the case.
O2 Not Met Proactive follow-through conf 96%
No clear next steps were given—only a vague suggestion to buy a new device—without timelines, actions, or ownership.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent failed to escalate despite lack of troubleshooting and unresolved issue; escalation was warranted but not initiated.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for customer’s situation, used dismissive language ('cannot provide support'), and offered no acknowledgment of frustration.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace; used repetitive, unstructured responses that failed to engage or reassure the customer.
X3 Not Met Overall experience conf 97%
Agent increased customer effort by refusing help, requiring model/serial repetition, and directing them to purchase a new device unnecessarily.
Call Transcript12 turns · 16 lines
Speaker 1
Can you see if there's a serial number on there? Do you have your glasses on? It's the one with- the green?
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's serial number ready. for assistance, press 1 now. for out of warranty products, paid support may be available depending on your issues. 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. [silence]
00:00
Speaker 1
Yeah. Okay. Y 3 0 J J as in Joe J O 2 7 all 7. 1-4-y-3-0-J-0-2-7-0-07-838, okay, okay, can they get you anything? No, no, I still gotta go home and feed my mother. wild hot tubs for it. Yeah. Yeah. I called Spectrum because we're not having any internet the last couple of days and our modem is working, but we're still not getting internet and they suggested I call you. [silence] I don't know it's though it's green on the device, but we still can't connect to the internet. [silence]
01:00
Speaker 2
Thank you for calling, Linksys Technical Support. My name is Paul. How may I help you today? so basically, man, you are unable to get online when connected to the Linksys router, right? So you have no... Oh, nice. So you mean the light of the device is still green. [silence]
03:00
Speaker 1
Yes. Yes. So, what number? Model number. I have a serial number. What numbers are you looking for? A model number. Okay, one second. Okay, we're getting the model. We have a serial number already. He's getting it now. [silence]
05:00
Speaker 2
Okay. That's L-L-B-A-N then two two two two for twos at yahoo.com. Did I get right? Okay. Thank you. And can I have the model number of your alysin? device. Yeah. the model number. Yeah, serial number will do. Yes. Okay. Yeah. Can you have that serial number Ma'am while waiting for the model number?
05:00
Speaker 1
Um, uh, okay. Do-do-do, we have the serial number. And it says a MAC address. And dress match would that be it? No, um model number? I'll give you a serial number. 1... It's A21 EA6350. EA6350. That's what it says. 14Y30JO2707838.
06:00
Speaker 2
Okay. Got it. Then how about the serial number, ma'am? Okay. That's one, FOU, P30, J-O-2-7-0. three eight did i get it right okay and to confirm your ISP is a spectrum right okay thank you also to just hold for a minute just give me three to five minutes or two to three minutes i just have to verify the warranty status of your device and i'll be right back all right just stay in the line you're welcome. [silence] Hello ma'am. Okay, thank you very much for patiently waiting and I do apologize for that long hold. Okay ma'am, so upon checking our record here, it appears that your device is already outside of its warranty period. And I do apologize for the inconvenience ma'am, but we don't support devices that's already outside of its warranty period. And also, this device ma'am,
06:00
Speaker 1
Okay, so we have to buy a new, we have to buy a new device. Okay. Okay, where do we're- Okay, so where do we buy a new device? Okay. All right. So does it show that it's all? Is it the Linksys device that's making us not get the internet?
11:00
Speaker 2
I am. Yeah. To it. Yeah, what we call uh end of life, meaning that Linksys doesn't manufacture this device anymore and it doesn't have uh further developments. Yeah, so at this point mme, I would suggest uh yeah. Uh uh yes, mme. I would suggest that you yeah upgrade to a newer system. Yeah, considering that this device is Yeah, mme, go ahead. Yeah, so. Yeah, for this one for uh new devices, you can try yeah checking uh Amazon's yeah website or any other store or you may also visit your your local uh electronic shops, there you can find one. Okay. Okay. so, yeah, I would suggest Any Any
11:00
Speaker 1
Okay. All right. Thank you. Thank you.
12:00
Speaker 2
I yes, so for that one, maybe that's actually a possibility. Yeah. Unfortunately. Yeah, we we cannot provide support for this device anymore. You're welcome. And once again, my name is Paul from Lincoln Tech support. Have a great day. Bye bye. you're
12:00