V2 Rubric Detail — ead6edee-64c8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 12:35
Duration
6m 15s
Contact
Terry Zeske
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132928
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided all troubleshooting, falsely claimed live support unavailable due to OOW status, and redirected to paid support without attempting any resolution steps.

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
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any diagnostics, incorrectly claimed out-of-warranty devices are ineligible for live support, and directed the customer to a non-existent URL. The customer resolved the issue independently during the call. This constitutes clear avoidance/evasion, triggering auto-zero.

V1 Case Analysis

Customer reported TV outage after new Spectrum modem install. Agent did not verify model, incorrectly declared device out of warranty, provided wrong URL (lynxis.com), and performed no troubleshooting. Customer later reported issue resolved independently.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect or confirm the router model number, a critical step for accurate support.
  • Agent incorrectly claimed the device was out of warranty without verification or KB-backed evidence.
  • Agent provided an invalid and potentially unsafe support URL (lynxis.com) instead of support.linksys.com or myrouter.local.
  • No troubleshooting steps were performed despite a clear WAN-related symptom (TV outage after modem change).
  • Customer self-resolved the issue during the call, but agent did not validate or document the cause.
Positive Highlights
  • Collected the serial number from the customer.
  • Confirmed the customer's email address for case tracking.
Agent Errors / Gaps
  • Failed to collect product model number, preventing accurate troubleshooting or warranty validation.
  • Incorrectly declared the device out of warranty without performing a warranty lookup or KB verification.
  • Provided a misspelled and unsafe support URL (lynxis.com) that is not a Linksys domain and could mislead the customer.
  • Offered paid support without first performing basic triage appropriate for an out-of-warranty device (e.g., power cycle, check physical connections).
  • Did not perform any diagnostic steps to address the reported WAN/TV outage after modem change.
  • Failed to acknowledge or respond to customer's report that the issue resolved during the call.
  • Did not offer any self-help resources or next steps after customer indicated resolution.
  • Lack of empathy and poor call control; did not adapt to customer's chaotic environment.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No issue resolution occurred; the customer resolved it independently while on the call, and the agent provided no troubleshooting or confirmation.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped all diagnostic steps (e.g., modem test, LED check, WAN connection) and moved straight to paid support offer.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated live support is unavailable due to OOW status, violating policy requiring best-effort troubleshooting regardless of warranty.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process followed; agent failed to identify symptoms or ask relevant questions about blinking LED or internet status.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., speed test, local router access, LED status check) despite clear need for diagnostics.
T3 Not Met No misinformation conf 96%
Agent directed customer to 'lynxis.com', a non-existent URL, and falsely claimed live support is unavailable for OOW devices.
Communication
C1 Not Met Clear & professional language conf 92%
Agent lost call control by delivering a scripted intro and failed to guide interaction toward resolution.
C2 Not Met Confirmed understanding conf 90%
Communication remained generic and technical despite customer's distracted, frustrated state with interruptions.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by immediately deferring to paid support instead of attempting any troubleshooting.
O2 Not Met Proactive follow-through conf 95%
No clear next steps given; only vague suggestion to visit a website for paid help, with no timeline or action plan.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no case continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted; agent should have attempted troubleshooting first.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Empathy was superficial ('I totally understand') without acknowledging customer's frustration or chaotic situation.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone or pace to match customer's erratic speech and interruptions, remaining rigidly scripted.
X3 Not Met Overall experience conf 96%
Customer was forced to consider paid support and received no actionable help, increasing effort unnecessarily.
Call Transcript12 turns · 13 lines
Speaker 1
guy at spectrum said it's our router's not working. [silence] Hi, my name's Terry Zeskai, and we can't get our TV to work. We just had a new modem put in from Spectrum two days ago and was working when we went to bed last night, and now the guy
00:00
Speaker 2
Welcome to our support. To ensure your quality service, your person may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting Regesturer.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products. Paid support may be available. Please have your devices 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. Welcome to [silence]. Hi, thank you for calling. This is [silence]. Could I help you today?
00:00
Speaker 1
tells me there's something there's a problem with your your router, and I'm just like I don't know if I believe him, but, you know, it just keeps blinking. we powered on and powered off and uh you know, he's Are you there? Oh shoot, pal. Oh shoot. Santa. Santa. Oh, and I got my pajamas on. Just go outside. Just go outside. Who cares? Okay. Our dog just got out. Get over here. Okay, go ahead, ma'am. Get over here. Get over here. Get over here. Get over here. First time what? Yeah, that I can remember. Yeah. Yeah. Yes. Get over here. Jane. Can you go outside not on your screen? Um,
01:00
Speaker 2
Okay, so I totally, yes, I'm so here. And I totally understand your concern. Sir, but is this your first time calling us for support? Is this your first time calling us for support? Calling us. And are you calling from United States? Okay, so may I know your first name and last name?
01:00
Speaker 1
[silence] It's J-Z-N-E-W-B-E-R-L-I-N at W-I-R-R dot com. Pardon me. One, sure. E is an Edward, A is an Apple, 7-3-0-0. Serial number is 1-9-T-1-0-F-0-3-9-0-3-3-0-6. [silence]
02:00
Speaker 2
And how many Linksys routers do you have in total? How many Linksys devices do you have? Can you please provide the serial number? [silence] and the serial number. [silence] Again you mentioned earlier that you
03:00
Speaker 1
Right. Yeah, yeah, yeah. Just a minute here. My router stopped blinking here, so it might work. Yeah, I'm getting TV. Yeah, I'm getting television now. It's work. The router's backing up. [silence] No problem. [silence]
04:00
Speaker 2
your internet service provider is spectrum, right. now, before we proceed, I would like to set an expectation regarding the warranty status of your link s is router. since it indicates in our system that this device is no longer under warranty, I really apologize that live support is no longer available. so, however, we have a paid support, so it means I can still assist you setting up or figure out what's really going on with your link s router, but you need to pay $15 and it's good for 60 minutes of troubleshooting. but if you don't want to proceed, you can go ahead. okay, so I really apologize for the inconvenience, but if you don't want to proceed, [silence]
04:00
Speaker 1
USA. Camel. Okay. Okay, yep, it's working, I think. here. Let me just check sure to make sure the second TV is working. sex room TV. Yeah, it's working, so I apologize.
05:00
Speaker 2
th the paid support, feel free to visit our [ support at] lynxis.com. [ lynxis With] an Agent for the helpful tips and guidance. Okay.
05:00
Speaker 1
Okay. Okay, thank you. Thank you. I know.
06:00
Speaker 2
Yeah, it's okay. So just feel free to call us back sir. If you're willing to continue with the page support, youre welcome and have a great day. Bye.
06:00