V2 Rubric Detail — ed3c4422-6fd0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 13:30
Duration
8m 37s
Contact
Christina Fedorko
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00134596
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wi-Fi Connection_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 — agent avoided all technical troubleshooting despite customer need, instead pushing a paid service option without attempting resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, ignored required best-effort troubleshooting for an out-of-warranty device, and defaulted to a paid-service pitch without resolving the issue. No technical progress was made, and the customer was left without a solution, resulting in an unresolved outcome driven by evasion of core support responsibilities.

V1 Case Analysis

Customer reported no internet and unlit WAN port on E5400. Agent confirmed model and out-of-warranty status but offered paid support before any troubleshooting. Customer declined and chose to buy a new MR7500. No diagnostics performed.

Troubleshooting Steps
  • Collected customer name, email, phone, serial number, and model number.
  • Confirmed internet service provider is Service Electric.
  • Informed customer of out-of-warranty status and offered paid support.
Key Observations
  • Agent skipped all basic troubleshooting steps (reboot, cable check, LED verification) despite customer reporting a clear WAN connectivity issue.
  • Paid support was offered before any free diagnostics, violating Linksys protocol for out-of-warranty support pathing.
  • Warranty status was stated definitively without evidence of system lookup, potentially misleading the customer.
  • Agent mispronounced 'Linksys' as 'Linxsys' multiple times, affecting brand professionalism.
  • No empathy or acknowledgment of customer frustration was expressed despite clear signs of distress.
Positive Highlights
  • Accurately identified the router model (E5400) as an end-of-life, legacy device, which is correct per product lifecycle knowledge.
  • Collected complete customer contact information and serial number accurately from phonetic spelling.
  • Provided clear pricing context for a replacement MR7500 and offered post-purchase setup support via receipt validation.
Agent Errors / Gaps
  • Failed to perform basic WAN diagnostics (e.g., power cycle modem/router, verify WAN cable connection, check LED status) — required per universal_isp_modem_diagnostics.md Step 1.
  • Prematurely pushed paid support without attempting any free troubleshooting, violating protocol for out-of-warranty devices.
  • Did not verify warranty status via system lookup; stated expiration date without confirmation, risking inaccuracy.
  • Did not guide customer to self-help resources (e.g., support.linksys.com, KB articles) after paid support was declined.
  • Mispronounced 'Linksys' as 'Linxsys' (transcript [08:00]), reflecting lack of brand professionalism.
  • Failed to acknowledge customer frustration or set empathetic tone, despite customer expressing confusion and seeking immediate help.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the Wi-Fi connectivity issue; only offered paid support or replacement, with no confirmation of resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, LED check, factory reset) were performed despite clear symptoms; agent skipped to warranty discussion.
R3 Not Met Correct resolution path conf 96%
Agent failed to offer best-effort troubleshooting for an out-of-warranty device as required by policy, instead immediately proposing paid service.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asked no diagnostic questions about LED status, WAN connection, or prior reboots; no logical diagnostic process applied.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote session, admin UI, speed test) were used or referenced despite need for diagnostics.
T3 Not Met No misinformation conf 96%
Agent inaccurately stated troubleshooting requires payment, contradicting KB: self-help is free, and paid support is optional, not mandatory.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent set expectations about warranty and cost but failed to guide the interaction toward resolution, losing focus on problem-solving.
C2 Met Confirmed understanding conf 94%
Agent used simple, accessible language and avoided technical jargon during information gathering.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership of the technical issue; transferred responsibility to customer via paid service or new purchase.
O2 Not Met Proactive follow-through conf 95%
No clear next steps provided beyond vague mention of emailing a receipt; no timeline or actionable follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the interaction.
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 96%
Agent never acknowledged customer frustration or expressed empathy about the ongoing connectivity problem.
X2 Not Met Tone & rapport conf 95%
Agent maintained a transactional, sales-focused tone and did not adapt to customer’s emotional state or pacing.
X3 Not Met Overall experience conf 96%
Customer repeated personal details; agent introduced unnecessary friction by requiring payment instead of offering free self-help steps.
Call Transcript17 turns · 17 lines
Speaker 2
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 about your service options, press two. 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. I thank you for calling Linksys. My name is Vin, and I'll help you today.
00:00
Speaker 1
Hi, yeah, there's something, I can't connect to my Wi-Fi and I called my, my cable network who supplies my internet and they said that the modem is fine and that she thinks there's something wrong with the, with the router, which is a Linksys. On the router? Um, that the only thing is uh, in the back where it connects to the internet, it's a, where it plugs into the internet and then it plugs into something else. There are two plugs. Yeah, internet. But nothing, there's no other light on. It is. [silence]
01:00
Speaker 2
I see. Is there any kind of light that's visible on your links as well? Yes, I see. All right. Thank you so much for that one. Before anything else, may I also ask: is this your first time calling? Since this is your first time calling, I just have to gather some quick few information so I can create a case here in our system.
01:00
Speaker 1
Okay. Sure. Christina, C-H-R-I-S-T-I-N-A Fedorko, F-E-D-O-R-K-O. Yes. fedorko C at A gmail.com Yes. Yes. Yes. Sure. Yes. It's Okay. S-O-Kezier 30 N. Yes. Yes. Yes. Yes. Sure. Yeah. Yes. It's Okay.
02:00
Speaker 2
Christina C-H-R-I-S-T-I-N-A Fidorco F-E-D-O-R-K-O. What about the email address? Foursawan Fidorco V at gmail.com. All right. And the phone number that you're currently calling, is it five seven zero, four oh one, one zero eight nine. Thank you so much. Can you provide me the serial number of the links is device?
02:00
Speaker 1
10 M 2 1 D 1. 2, 4, 1. 1. Yes. The model. Wait, where's the model number? Where's that? Service electric Okay. [silence] Yes, it is. Service electric. Okay.
03:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Once again, it's 3 0 N like November, 1 0 M like Mary, 2 1 D like Delta, 1 2 4 1 1. What's the model number of the router as well? Yes. Can you look either at the back or at the bottom of the unit? There should be a model number. Can you confirm if it says E5 400? Lastly, may I also know who's the internet service provider? S-E-R-V-I-C-E electric. Thank you so much. Let me quickly double check everything on my end. Have you done any changes so far in regards to the router as well? [silence]
03:00
Speaker 1
no. The only thing that I've done is, you know shut the power off. I do that several times. No. Yes. Uh, rarely. But I do, yes. Okay. [silence]
04:00
Speaker 2
all right and is there any kind of uh information or any kind of uh notification that there was a power outage that may have happened all right so it just turned off or the the Wi-Fi went down on its own thanks so much for that one lastly may i confirm do you use a laptop or computer all right thanks so much so in regards to the current problem your router seems to be completely disconnected from the internet from the service cable electric it does not mean that there's no internet connection but rather the router is not communicating with it so you will need to consider doing a complete
04:00
Speaker 1
Okay. Okay. Okay and how do I pay that? Like with like a credit card?
05:00
Speaker 2
factory reset and set up the router all over again from scratch treating it like it's a new device, however before any further troubleshooting may also start, I do have to set your expectations that the current Linksys router is no longer in warranty the warranty status of the device had expired around April 12th of [REDACTED_PAYMENT_DIGITS] It is no longer eligible for free troubleshooting on our end. But Needless to say, all troubleshooting steps is completely free and available on support.linksys.com. However, for further troubleshooting, if you do still wish to proceed, which is completely optional, it does entail a $[REDACTED_PAYMENT_DIGITS] cost. [REDACTED_PAYMENT_DIGITS] That one, it will be uh, transacted through your card.
05:00
Speaker 1
just go buy me a new router. [silence]
06:00
Speaker 2
If you're going to, yes. However if you're going to agree with the $[REDACTED_PAYMENT_DIGITS] payment, I do have to set expectations in advance that if you're going to agree, you are agreeing to a onetime, non-refundable technical support session lasting up to an hour. If we also do determine that the product, which is the current E5400, seems to be defective or broken in any sort of way possible, no refund or replacement will be issued for it. And lastly, it is still considered a [REDACTED_PAYMENT_DIGITS] chance that it may or may not work completely. In regards to the current model, this is already considered an end of life, which means it's no longer being manufactured. And we also consider this one as a legacy router since it's one of the older ones. So for our best advice, yes, it's better to consider getting a new one. Because of this, [silence]
06:00
Speaker 1
And how much is a router? Right away. MR 7500. Okay. And then if I get a new one and I have a hard time setting it up, do you guys help me set it up? Okay, but I mean if I buy it today, how are you going to see the receipt? Okay. H old on. Hold on.
07:00
Speaker 2
it depends on the one that you would you like to purchase but usually the price is around $60 for the newer ones you can start looking with the model number MR7500 yes yes as long as you're able to provide us a copy of the receipt so we can validate the data purchase we will be able to assist you in setting it up we'll be requesting it uh for you to send us a copy of the receipt via the email
07:00
Speaker 1
[KEEP_UNCERTAIN] Mom, she we try to, Mom, we try to fix this one or should I boy new one? For $15, she try and took this one. Yeah, about $60. We could if this one. Well, they talk me through, but it's not guarantee that it'll be firm, 'cause it is old. Okay, I I think I'm going to get new one. Okay, thank you. Okay. Bye bye. [silence]
08:00
Speaker 2
No worries there. All right. So once again, thank you so much for calling Linxsys. Take care and have a great day.
08:00