V2 Rubric Detail — ea5283c6-65c5-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 18:46
Duration
20m 3s
Contact
Montel Tyler
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133148
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration of the router
⚠ 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: Avoidance/Evasion – Agent avoided providing any concrete troubleshooting or resolution path, defaulted to sending an unspecified guide, and retreated from support due to third-party firmware without offering best-effort guidance on reverting it, effectively evading responsibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, mismanaged the interaction, and withdrew support due to third-party firmware without offering actionable steps to restore it. While escalation was not required, the agent did not provide even basic best-effort guidance, resulting in a fully unresolved case with high customer effort and avoidable frustration.

V1 Case Analysis

Customer (WRT-3200ACM, out of warranty) cannot access router admin page after ExpressVPN firmware was installed and reset performed. Agent advised reverting to stock firmware and contacting ExpressVPN; no resolution achieved.

Troubleshooting Steps
  • Confirmed model number (WRT-3200ACM).
  • Explained correct WAN port connection to ISP (Glow Fiber).
  • Advised that Linksys cannot support third-party firmware (ExpressVPN).
  • Suggested reinstalling original Linksys firmware and contacting ExpressVPN.
Key Observations
  • Agent failed to collect serial number despite customer offering it at [03:00], a critical protocol miss for out-of-warranty device handling.
  • No step-by-step guidance provided for restoring stock firmware, leaving customer without actionable path.
  • Agent misidentified a model as 'MB-700' at [15:00], which is not a valid Linksys model and contradicts KB.
  • Agent repeatedly confused payment status and service options, causing customer uncertainty about charges.
  • Long silences and lack of control over call flow reduced efficiency and clarity.
Positive Highlights
  • Agent confirmed the correct WAN port connection requirement to Glow Fiber at [09:00], ensuring proper topology understanding.
  • Agent acknowledged the customer's out-of-warranty status and correctly stated that Linksys cannot support third-party firmware at [13:00].
  • Agent remained polite and did not pressure the customer into paid support, allowing customer to choose self-help.
Agent Errors / Gaps
  • Failed to collect the serial number despite the customer attempting to provide it at [03:00], violating protocol for out-of-warranty support eligibility and device verification.
  • Did not provide a concrete procedure for restoring stock firmware (e.g., download link, TFTP recovery steps, or access to support article), leaving customer stranded.
  • Mixed messages about charges ($15) and free assistance, leading to customer confusion and repeated questions about payment.
  • Incorrectly referenced an unrelated and invalid model ("MB-700") at [15:00], which is not a known Linksys product and reflects poor product knowledge.
  • Failed to clarify or correct customer's mention of 'VPN locked me out' at [12:00], missing opportunity to explain firmware overwrite vs. configuration lockout.
  • Did not send or confirm the content of the promised email guide, leaving resolution path unverified.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer could not access router interface; agent offered no actionable steps or resolution, only a promise to send a guide that was never delivered during the call.
R2 Not Met Diagnostic thoroughness conf 94%
No troubleshooting steps were performed (e.g., reboot, login URL, factory reset); agent skipped diagnostics and jumped to firmware ownership discussion without verifying basic access.
R3 Partially Met Correct resolution path conf 88%
Agent correctly identified that custom ExpressVPN firmware voids support, but failed to offer best-effort steps (e.g., guide on reverting firmware, factory reset, local login) before withdrawing assistance.
Technical Accuracy
T1 Not Met Technically accurate info conf 92%
Agent did not establish a diagnostic sequence; asked for model/serial repeatedly but did not connect symptoms to root cause (custom firmware) until late, and even then without structured questioning.
T2 Not Met Appropriate tools / resources used conf 91%
No tools used (e.g., remote session, web UI check, logs); agent relied solely on customer description despite the need to verify firmware state or access issues.
T3 Partially Met No misinformation conf 87%
Correctly stated that Linksys cannot support routers with third-party firmware (ExpressVPN), but gave contradictory information about charges and did not clarify how to restore original firmware.
Communication
C1 Not Met Clear & professional language conf 93%
Call lacked structure: agent interrupted, repeated questions, failed to set expectations, and lost control during long silences and customer confusion.
C2 Not Met Confirmed understanding conf 92%
Agent used vague language (e.g., 'we can send you the guide'), did not adapt to customer’s physical limitations or technical level, and failed to confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 91%
Agent did not take ownership; shifted responsibility to customer ('you can call back'), avoided troubleshooting, and offered no personal follow-up or case management.
O2 Partially Met Proactive follow-through conf 86%
Agent mentioned sending a guide via email after the call, but provided no timeline, no confirmation of content, and no callback commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 89%
No escalation occurred and none was warranted — the issue was out-of-warranty with third-party firmware, which is outside Linksys support scope; agent correctly recognized support limitations.
E2 Not Applicable Escalation prep & handoff conf 89%
No escalation occurred and none was warranted due to third-party firmware; therefore, escalation execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed appreciation for patience and said 'thank you' multiple times, but responses were reactive and lacked proactive empathy for customer’s physical effort and frustration.
X2 Not Met Tone & rapport conf 91%
Agent failed to match customer’s pace or emotional state; remained disorganized and confused, contributing to customer’s repeated trips upstairs and lack of clarity.
X3 Not Met Overall experience conf 93%
Customer had to repeat information, retrieve glasses and wallet multiple times, and was left without immediate help despite clear effort and physical difficulty.
Call Transcript31 turns · 33 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. 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, paid support may be available, depending on your issue. To hear more about your service options, press 2. [silence] 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] Thank you for calling Linksys, my name is Gerald cinema hub. [silence]
00:00
Speaker 1
Hello yeah I have a device that's out of service, out of warranty. It's a LinkSys 3200 AC. All I'm trying to find out is where do I go look to set it up as a new device? Um I was using it as a VPN. I I pushed the button to reset it, but I it's been so long, I don't know how to get back in to reset everything. Is there a page or something that I can go to? I don't know. Hold on. Well yeah, I know but I have to get my glasses. Can you hold on a second? All right, let me walk the stairs.
01:00
Speaker 2
Um, um, um, let me uh, let me make sure I understand it. So, oh, what was the model number again? Can you give me the correct model number? And this real number, that's at the bottom of the unit. Oh, oh. Sure. Uh no problem.
01:00
Speaker 1
I knew, I was going, I should have had him to start with. Give me one second. He could have used the magnifying glass on my phone. Okay. We're upstairs here with the glasses. These are all. Sorry for holding you up. You still there? Hello. Okay. Got my glasses. Oh, man. This thing is giving me heart failure. Okay. Attempt suspended. We cannot verify your billing information.
02:00
Speaker 2
Okay. Yeah, I'm still here. I'm still here. All right.
02:00
Speaker 1
We canceled your payment, that's fine with me. Uh, do you want the, serial number? Okay. The model number is WRT-3200ACM. The serial number is, hold on, I still can't see this. It's [REDACTED_PAYMENT_DIGITS] C as in Charlie, [REDACTED_PAYMENT_DIGITS], it looks like. If that's not right, I can read it again. Yeah. Yeah. It's hard to get used to. Oh, good. Uh,uh. Oh, excuse me. How much is this going to cost me? I just want to point me to a page or something. First name is Montel MONTOR. M O N T E L middle initial is N as in Michael. Last name is Tyler T Y L E R. I don't know why they did that. Uh, it's okay.
03:00
Speaker 2
Alright, I'm checking, let me check. Alright, that shows here, and what is your first name and last name so I can create a record here? Regarding your question, how much is cost if we're not going to assist you over the phone,
04:00
Speaker 1
I'll just do it myself. I don't know how much you guys charge and I'm retired, right? Oh, $15. Do you go in remotely? Oh, over the phone. All right. Well, that's that's not bad. That's not bad actually that I have to go all the way up on the third floor and get my wallet.
05:00
Speaker 2
then there will be no charge. But we can send you the guide on how you can set up the router yourself. That way you won't be charged. It's going to be the same if we're going to do it here. so it's up to you if you want to do it yourself. I can send you the guide. That's $15. That's $15 if you're asking how much is the charge? So, $15. No. We're just going to walk you through how to do it. Over the phone. Yeah. It's the same. And you don't want to try it yourself. Like I said, it's just the same if we're going to do it here.
05:00
Speaker 1
I can do it myself. Let me try it myself and I can always call back, right? OK. It's K as in kilo, A as in apple, the number three, R as in radio, F as in Frank, I as in India. It's K.A.3.R.F.I. at [silence] [gasp] comcast.net. I got gas, you know, Xfinity. I have another one. I have another one is, my callsigns from the government and uh but it's at gmail.net.
06:00
Speaker 2
Oh, yeah, Audrey, for sure. You can always call back. What's your email address so I can send it to your email? yahoo.stan.net. All right, got it. And I'm assuming your internet provider name Comcast, right? Or maybe not. Oh, expended.
06:00
Speaker 1
Who the internet put? Oh, who my internet provider is? It used to be Comcast. Now now it's um Glow. It's not glow fiber. It's um, oh golly. I just got them. Shoot. What the heck is the name of the darn people? Um, Glow fiber? Oh it is glow fiber. I think that's right. Glow. Glow. G-L-O-F-I-B-E-R Glow fiber. They just got in the neighborhood. I don't know how good they are but I'm getting ready to find out.
07:00
Speaker 2
Oh, yeah. I'm just asking who is the internet provider, sorry. Yeah. Globe fiber, you said? All right. Got it. All right. Give me
07:00
Speaker 1
Okay, well, um, uh, to ask you another question do I have to pay? Uh, did you, well, I'm thinking about going on letting you show me over the phone. The problem is is does it matter where I have it connected up as far as ethernet or the Internet's concerned? Okay, well, let me go upstairs. Uh, as far as where I have the ethernet cable connected up, um, I have it in the
08:00
Speaker 2
Five minutes once we end the call, I'll send it to your email because I'll have to edit it or find the, the guide for you. But if you decide to continue with the paid service, you can always call back. You can use your phone number as your ticket reference number, the one ending [REDACTED_PAYMENT_DIGITS] Okay? Hmm. No, there, there will be no payment if you're not going to assist you over the phone. So you're not gonna, gonna be charged for this. Hmm. I'm sorry, I'm afraid to do not understand the question like, one more time. Hmm.
08:00
Speaker 1
basement because it's way down the back of the basement, but I have Ethernet connections for my TV and stuff. I said, does it matter? Well, I'll tell you what, Okay. Yeah, to the to the uh network. Yeah, it is. Yeah, well, it's connected just like the TV and all is connected via Ethernet. Fiber comes in the house, but then it turns to Ethernet. Right? And everything else, everything else goes through Ethernet.
09:00
Speaker 2
Okay, let me make sure that I understand your question. So you're asking does it matter where the ethernet cable plug in, correct? It it does, yes. So the internet port of your Linksys router should be connected to your internet source, which is your glow fiber. And the ethernet is for your television, your computer, and so on. I'm sorry. Go ahead. Right. Ethernet or Wi-Fi.
09:00
Speaker 1
All right, tell you what, hold on, let me go upstairs and get my wallet. Uh, we gotta do another floor. Uh, Okay, I, Okay. Well, Okay. Yes. Uh, okay. I've had a a lot of back surgeries. This is a long walk for me. Okay. I knew my wife would follow me downstairs. Okay. Here we are. Now, what do you need? A credit card? Yes. Yes. Yes. Well you know we do the pay service since you would know better than I do. No need getting aggravated over it and this that didn't have any problem but I know one time uh I expressed regret when I did this uh this part. [silence]
10:00
Speaker 2
wait, uh, hold on. um, I'm confused. One second. So, are we gonna do the pay service or you're gonna do it yourself? I'm just making sure.
11:00
Speaker 1
VPN locked me out of my own router, because I didn't update it. All right, I'm I'm here. Yeah, and it worked beautifully. It was a good while ago. Yeah, I pushed the button, it said that when the light light goes out, then reset, and then I let go, let it come back on, I turned it off, turned it back on. Um, and I'm
12:00
Speaker 2
oh oh okay now before we talk about charges let me make sure because you mentioned about ExpressVPN so you did you installed the uh software version of your ExpressVPN to this router um then you reset the router with the firmware or software version of the ExpressVPN still inside the router right but
12:00
Speaker 1
Still, I can get as far as your, your page, not your page. And I'm not able to get into it. Let's put it like that. The internet, the internet. Go ahead, sir. Okay. I, I understand. So it's like being out of warranty. Is that what you're saying? It's like, like you're voiding, like you void the warranty.
13:00
Speaker 2
So, if that is... Oh, go ahead. Sorry. Sorry. No, what I mean is that it will be... It will not make sense for me to charge you $15 because the reason is that you installed the Express VPN inside the settings of the router, or the firmware of that is no longer Linksys. And that that said, we cannot support you because we can we cannot navigate the settings of the Express VPN configuration. No, it's not it's not about warranty. It's...
13:00
Speaker 1
Donated warranty or something. Okay. All righty. Well, I appreciate you help. Wish I would've known that before. I went all the way upstairs, but no worries. I appreciate your information. Thank you very much. Not no. Uh, the you might have to transfer me. Is there another link this device that handles the V.
14:00
Speaker 2
Now, if you can, um, if you can install back the firmware of the Linksys to original, we can help you. However, to navigate the settings of that, you have to contact ExpressVPN and ask for help, like how you can put it back to original settings and original firmware. [silence] Thank you very much. Welcome. You can give us a call back once the firmware is back to original, okay? [silence]
14:00
Speaker 1
Uh, VPN or none of 'em or all of 'em? Let's paddle. If I, I don't lose one thing, I lose something else. Must've took it out of there. Uh, I'm not sure. I right now I'm just trying to express, I started to get, trying to get away from Express VPN because I like 'em. Uh, anyway, yeah, probably Express.
15:00
Speaker 2
I'm not too sure if we have a BPN that still using a, I mean the actually let me double check that for you. I think we do, but I forgot the model number. MB-700. Check the settings of this one. Are you planning to install the same firmware like your Express BPN? [silence]
15:00
Speaker 1
Oh, where'd they go? I'm on pen. [silence] All good.
16:00
Speaker 2
Let me double check it for you. I think I remember we have a new router, a WRT pro 7, which has a VPN settings. So let me just double check it. Where was it? Okay. You got it? Oh, all right, one second still looking. Give me at least one minute, okay? I'll be right back. All right, thank you. [silence]
16:00
Speaker 1
Yes, sir. You said that would be well, that's fine. That'll work. No, sir. You've been very accommodating and I appreciate you for being so patient. Thank you. Take care now. Have a good weekend. Bye bye.
19:00
Speaker 2
hello thank you so much for patiently waiting on the line about regarding with hello you there All right thank you so much for patiently waiting now regarding with this model number there there's some feature that is really advanced for this one so I might need to uh just email it to you the description the the model number and support for this one I may deal have chat support All right anything else no I appreciate your understanding with this one and you take care bye for now
19:00