V2 Rubric Detail — ed24ab58-6f5f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 00:02
Duration
13m 8s
Contact
Shannon Hilyard
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134547
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E7350_No Internet Connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting responsibility by immediately offering a paid service without attempting any diagnostic steps, effectively evading support obligation despite the issue being resolvable through basic L1 actions.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any troubleshooting for an orange internet light on an E7350, despite the issue being within standard L1 scope. Instead of guiding the customer through basic steps like accessing 192.168.1.1 or power cycling correctly, the agent immediately pivoted to a $15 paid service, showing no empathy, ownership, or technical engagement. This constitutes evasion of support duty, triggering an auto-zero under rubric B.

V1 Case Analysis

Customer (Shannon Hilliard) reported no internet on E7350 router (orange WAN light). Agent confirmed device is out of warranty, offered $15 paid support, and directed to AI tool. No troubleshooting performed; customer declined paid option. Issue unresolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to perform any basic troubleshooting (e.g., power-cycle, WAN check, firmware status) despite customer reporting a clear symptom (orange WAN light).
  • Paid support was offered immediately after warranty confirmation without diagnostic steps, violating protocol.
  • Agent did not provide actionable self-help instructions beyond directing to the AI tool.
  • Agent misspoke the customer's name ('Sharon' instead of 'Shannon'), indicating poor attention to detail.
  • Agent mentioned local access URL 192.168.1.1 but did not guide the customer to check WAN settings or firmware, missing a key opportunity.
Positive Highlights
  • Accurately captured the router model and serial number from customer input.
  • Provided the correct Linksys support URL (support.linksys.com).
  • Correctly identified the router as out of warranty based on internal records.
Agent Errors / Gaps
  • Failed to perform standard troubleshooting (power-cycle router/modem, verify WAN connection) despite customer reporting a clear hardware symptom (orange WAN light).
  • Prematurely pushed paid $15 support without first diagnosing the issue or attempting any fix, violating support protocol.
  • Did not acknowledge the customer's frustration or provide empathy when customer expressed confusion and discomfort.
  • Misspoke customer's name ('Sharon' instead of 'Shannon'), undermining professionalism.
  • Did not provide any specific self-help steps (e.g., check firmware, verify WAN settings) despite customer being unable to access internet for computer use.
  • Failed to collect customer phone number despite asking, indicating poor case management.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the internet outage; instead offered a paid service with no troubleshooting outcome achieved.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed — no verification of WAN connection, no guidance on checking settings via 192.168.1.1, only a vague mention of the web UI.
R3 Not Met Correct resolution path conf 96%
Despite OOW status, agent failed to provide best-effort troubleshooting (e.g., factory reset, firmware check, or config review) and immediately pivoted to paid support.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only for ISP and model/serial; did not diagnose symptoms like WAN light status, LAN connectivity, or prior changes.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote access, diagnostics, logs) were used or offered, even though local access to 192.168.1.1 could have been guided.
T3 Met No misinformation conf 97%
Correctly stated warranty status, end-of-life status of E7350, and accurate local IP address 192.168.1.1.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure — drifted from support to sales without framing; failed to set expectations or maintain control when customer expressed discomfort.
C2 Not Met Confirmed understanding conf 96%
Used rigid, scripted language about paid support despite customer’s clear discomfort with phone transactions and privacy concerns.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Abdicated ownership by offering a paid service instead of attempting resolution; no commitment to help beyond transaction.
O2 Not Met Proactive follow-through conf 95%
Provided no specific next steps — only directed customer to website and AI tool without actionable path forward.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within L1 scope but unresolved due to lack of troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No acknowledgment of customer’s frustration or inconvenience; no empathetic response to concerns about sudden failure and payment.
X2 Not Met Tone & rapport conf 95%
Maintained one-size-fits-all sales tone despite customer’s hesitation and emotional cues about discomfort and distrust.
X3 Not Met Overall experience conf 96%
Increased customer effort by requiring phone payment, offering no self-serve troubleshooting path, and failing to use known device info.
Call Transcript21 turns · 21 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 one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more, 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
Yes, I have a Universe router. And last night, it was working just fine. And then today, my internet light on it is orange.
02:00
Speaker 2
[silence] Thank you for calling, Linksys: this this Carly how may I help you? Okay. Mm. [silence]
02:00
Speaker 1
I've unplugged my router. I've unplugged my modem. Waited two minutes. And um, it looks like my modem has internet, but my router, whatever reason, does not. It is possible? Yes. Okay, D, the model number is E7350 and the serial number is 37A as an apple. 10M as in Mary. Two six D as in dog. 0 1 3 9 8.
03:00
Speaker 2
okay, so you lost internet connection using the links, this, and who's your internet provider, ma'am? Spectrum, right. Okay, ma'am, may I know the model number and sale number of your. Yes.
03:00
Speaker 1
The material number, the last five digits are 01398.
04:00
Speaker 2
Okay, again, the serial number is 378 for Apple 1-0 M for Mary 2-6 D for David 012398 and the model number again is E7350. Yes. Okay, there's no 01398, correct? Okay, thank you. Right. And can have also your phone number to create a record? Yes. Mm-hmm. Okay, how about your first name and last name? [silence]
04:00
Speaker 1
It's Shannon and the last name is Hilliard, H-I-L-L-Y-A-R-D. [silence] Nope, Shannon, S-H-A-N-N-O-N. [silence] Yes, just one L. So, it is S. Hilliard, so my first initial and my last name at hotmail.com.
05:00
Speaker 2
And name is, first name is Sharon, S-H-A-R-O-N. Again, S-H-A-N-N-O-N, Shannon. And last name again is Hilliard, H-I-L-L, or just one L? And then Y-A-R-D. How about your email address?
05:00
Speaker 1
Yes. I have phone, computer, TV. That's it. Yes. [silence] [silence]
06:00
Speaker 2
Okay, okay. But before we um start, ma'am, for um any troubleshooting, let me just inform you about the status of your router. Okay? Um, it shows it here in our record that the e7350, this router is already out of warranty and complimentary phone support is no longer available. Okay? But you don't need to worry about it, ma'am. We do have options for out of warranty uh Linksys devices, okay? The first option that we have is our AI tool that can be found on our website that's support.linksys.com. Our second option is I can walk you through on how to um set up this router. This is our one-time non-refundable technical support that will last.
07:00
Speaker 1
Well, how much is it going to cost me to get my, uh, possibly my router to where it'll it'll get internet going? How much is that going to cost? I guess I'm just looking at a price range of what I'm looking at. Okay. And how do I pay that? Do I give that over the phone because that's a no go? Um,
08:00
Speaker 2
Up to 60 minutes. This is our paid connect service that will cost you $15, okay? And in any case, after the childless shooting. We find out that your device is defective. There will be no refund or replacement. So which options you would like to proceed ma'am? Like you want me to walk you through on how to troubleshoot your router? For the one time nonrefundable technical support man, that will last only for 60 minutes, that's $15. Man, one five. [silence] We
08:00
Speaker 1
OK. Yeah. Yeah, I don't, I don't feel comfortable with giving my information over the phone. Is there can you email something? OK. Um, yeah. Like I said, people giving that information of the phone. Um, do you have a site where when I first bought it, I could have went and logged in and entered information? Um, you know what I mean? Like create my new network name.
09:00
Speaker 2
process it over the phone ma'am. Okay. Um no ma'am. We don't have that kind of service that we can like email you for the process the transaction. The transaction is true over the phone. But you don't need to [silence]
09:00
Speaker 1
I chain, when I bought this, I know I went online and I changed my network name. And then of course the password is there um a website associated with this with this product? [silence] Okay, well, I mean hooking it up to computer would be great but my computer's not going to work unless I have the internet. So um
10:00
Speaker 2
okay we have we have this um the router man has a we call this a user interface it's a web-based setup or like you can access it to to check the settings on your link search router that is if you are using the default IP that's 192.168.1.1 you need to use a computer or any device that is connected to the value it's either wired or wireless [silence]
10:00
Speaker 1
And when can you tell me when I got this router? [silence] Okay. All right, well, All right, well, I mean if I'm gonna, yeah, I just don't feel comfortable giving my information over the phone to purchase something. [silence] I don't understand if it was one night, last night, and now it's not working and now it's all sudden I have to pay $15. There's no support.
11:00
Speaker 2
Um it doesn't show ma'am on how long um it doesn't show when did you get this device? Hey Because this router also is part of like an end of life like it's already um like our warranty and linksys actually um are no longer manufacturing this type of router. Mm-hmm .
11:00
Speaker 1
support for this product. Um, okay, all right, well, yeah, I may have to, um, yeah, I may have to look at a different option to fix this. But, um, I'm thinking that it's the router, because for whatever reason, it's not, it's not thinking and doing what it needs to do. So, all right, well, I do appreciate your help very much. OK, thank you. Bye bye.
12:00
Speaker 2
Okay no worries about it, ma'am. Um, if you may, um, check our website, you can try to use our, um, AI tool. Okay? That is on support Linksys. I'll leave a link in your actual advisor. linksys.com. Okay, you'll probably come in. Again, uh, our website is support.linksys.com, where you can check our AI tool, okay? So thank you for calling Linksys, ma'am. Um, this is Carla. Goodbye for now. [silence]
12:00