V2 Rubric Detail — ed76c78c-6350-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 15:44
Duration
9m 51s
Contact
Katrina Bailey
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132599
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: setup EA7300
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided providing standard technical support by inappropriately conditioning assistance on proof of purchase, violating the OOW best-effort standard. This constitutes evasion of core support responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to provide any troubleshooting or meaningful support, incorrectly requiring proof of purchase before assisting with router setup. Despite the issue being within standard scope—even for out-of-warranty devices—the agent refused help, violated best-effort policy, and forced the customer into paid support or self-service, resulting in no resolution and a clear case of avoidance.

V1 Case Analysis

Customer reported EA7300 has no internet and SSID not broadcasting. Router purchased second-hand; no proof of purchase. Agent declined troubleshooting, offered only paid support ($15) or email with setup steps. Email address incorrectly recorded as 'dk001' instead of 'K0001'. No technical steps performed.

Troubleshooting Steps
  • Collected serial number and model.
  • Asked for proof of purchase.
  • Offered paid support or email with generic setup steps.
Key Observations
  • Agent refused to perform any basic troubleshooting (e.g., power-cycle, LED check) due to lack of proof of purchase [06:00–07:00], despite policy allowing safe triage for out-of-warranty devices.
  • Agent incorrectly recorded customer's email as 'dk001@gmail.com' instead of 'K0001@gmail.com' [08:00–09:00], undermining the promised self-help path.
  • No technical steps were taken to diagnose or resolve the connectivity issue, leaving the customer with no actionable progress.
  • Agent conflated warranty validation with eligibility for basic technical guidance, contrary to support policy that permits safe triage regardless of warranty status.
Positive Highlights
  • Correctly identified the product model (EA7300) and serial number (19T10S0A616355) from customer input [01:00–02:00].
  • Clearly explained the two available paths: paid support or email with setup instructions, allowing the customer to choose.
Agent Errors / Gaps
  • Refused to perform basic, safe troubleshooting (power-cycle, LED check, physical connection verification) solely due to lack of proof of purchase, violating support policy that allows triage for out-of-warranty devices.
  • Incorrectly stated that free setup assistance requires proof of purchase, when Linksys policy permits basic technical support such as guiding customers to http://192.168.1.1 or performing a power-cycle regardless of warranty status.
  • Failed to accurately capture the customer's email address, jeopardizing the only promised support deliverable.
  • Did not verify or correct the email address despite the customer confirming 'yes' to the incorrect version, showing poor data validation and communication control.
  • Mischaracterized second-hand purchase as automatically out of warranty without attempting to check or explain transfer policies, if applicable.
  • Provided no actual technical value, resulting in a call that failed to meet minimum operational expectations for customer support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent refused to perform setup assistance without proof of purchase and offered only paid support or an email with generic steps, leaving the core connectivity issue unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps were taken (e.g., checking LED status, cable connections, or login to router interface); agent immediately pivoted to warranty validation instead of troubleshooting.
R3 Not Met Correct resolution path conf 94%
Agent incorrectly treated lack of proof of purchase as a barrier to any support, violating OOW best-effort standard; should have provided troubleshooting for setup regardless of warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent did not identify symptoms (e.g., LED color, network visibility), ask relevant questions, or attempt root cause analysis—only requested proof of purchase.
T2 Not Met Appropriate tools / resources used conf 91%
No tools were used (e.g., remote session, admin UI access, speed test) despite the clear need for basic setup diagnostics; agent skipped essential troubleshooting resources.
T3 Met No misinformation conf 87%
Agent correctly referenced support.linksys.com and stated they would send setup instructions via email—technically accurate information.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic call flow by collecting info and offering an email, but failed to set expectations for resolution or guide through a problem-solving process.
C2 Met Confirmed understanding conf 89%
Agent used clear, non-technical language and repeated the email address carefully, adapting to customer’s level of understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disowned the case by refusing help without proof of purchase and pushing paid support, rather than taking responsibility for troubleshooting.
O2 Partially Met Proactive follow-through conf 84%
Agent committed to sending setup steps via email, providing a next step, but did not specify timing or follow-up procedure.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was within standard support scope but blocked by agent policy error.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy for customer’s situation (secondhand purchase, no receipt), responded transactionally, and did not acknowledge frustration.
X2 Not Met Tone & rapport conf 91%
Agent maintained a rigid, procedural tone despite customer’s evident confusion and disappointment; failed to adapt pace or emotional engagement.
X3 Not Met Overall experience conf 93%
Agent increased customer effort by requiring proof of purchase or payment for support, rather than reducing friction through available self-help or direct troubleshooting.
Call Transcript18 turns · 19 lines
Speaker 1
Well, hi, I recently got a Linksys router and I can't get it to connect to the internet. Like I have it plugged into my modem and everything, but it's not showing up, the wireless network name.
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 one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Iz, how can I help you? Well, first, I need to transfer you. Are you on a landline or a cell phone?
00:00
Speaker 1
Yeah, it's 19T10S0A616355. Yeah, that should be right. Yeah. It's, it's e.a.7-3-0-0. Yes. What did you say? Yes. Just this one. Um, about a week ago, but I, I've just been, um, beginning to set it up recently.
01:00
Speaker 2
What's the model of this. Linux product? EA7300. Okay. Uh, when did you purchase this?
02:00
Speaker 1
yeah, Katrina Bailey. yeah, K-A-T-R-I-N-E-A, yep. last name Bailey. yes, exactly. yeah, it's Bailey, spelled like that, B-A-I-L-E-Y, K-0001 at gmail.com.
03:00
Speaker 2
Katerina spelled as K A T A R I N A. And your last name, Bailey, b a i l e y. All right. Katrina, may I know your e-mail address? [silence]
03:00
Speaker 1
Yeah. Yeah. I just, I got it secondhand. So, I didn't buy it like directly from there. I bought it from somebody else who used it previously. Does that make sense? So, I don't, I don't have like the initial proof of receipt of it.
04:00
Speaker 2
well mail cam all right who's your internet service provider Katrina all right Katrina since I I mentioned that you just purchased your lens product I need you to uh register this product and take a screenshot of the receipt and upload it under purchase so that uh we can validate it yes
04:00
Speaker 1
Well, it was like the person was selling it online and like on Facebook Marketplace, for example, and then I got it and they said it all works fine and everything, so that's how. [silence] There are, oh, sorry, my bad, it's not, I wasn't on um Facebook Marketplace, I got it at a garage sale. So that's different. So I just saw it there and then I.
05:00
Speaker 2
So how did you, uh, buy it, or without, uh, receipts? Mm-hmm. Then, uh, just a record of it, of your transaction. Any, uh, if you can, take any, uh, picture of it, or screenshot. Or, if you got it online, um, you can at least, uh, take a screenshot of it. [silence]
05:00
Speaker 1
bought it. I don't have that. Okay, so you can't help me set it up? Is that what you're saying?
06:00
Speaker 2
Because, uh, we cannot Uh validate the warranty status of your router, without, any proof of purchase. And I cannot walk you through the steps on how to set up this router Um only to Uh paid support if you pay, then I can help you set it up or to email. I can help you set it up, but to help you set it up for free, uh, we need to uh proof of purchase to validate the warranty status of your Linksys router.
06:00
Speaker 1
Okay, let me see if I have. Sorry. is was just going to say let me see if I have something.
07:00
Speaker 2
But since you cannot provide any proof to validate the warranty status of this router and since you bought it from our Gengte, sales and supports, this router is already a second hand product. So it's warranty status may be already out of warranty. So that's another thing that we have to consider. That's why if you have at least a receipt, then we could proceed with helping you setup it up. But since you don't have any proof of purchase, the only option is that you apply for the paid support, which means you have to pay $15 for me to walk you through the steps on how to set up your router. Or through the email. Or the email.
07:00
Speaker 1
Yeah, that would be great. I'll just start with the email that you're going to send and see if I can figure it out.
08:00
Speaker 2
Or if you don't want to apply for the paid support. There's an email support, which is free. I can just send it to your email address, the steps on how to set up your router. All right. So I'll be sending you the steps on how to set up your router. You will no longer apply for the paid connect, or at least look for any proof of purchase. All right. Okay, Katrina, let me verify again the email address that I'll be sending. The guideline is dk.
08:00
Speaker 1
Yes. Right, that's right. Okay, thanks. Okay.
09:00
Speaker 2
001 so that's three zeros at gmail.com. All right. So just check your email for the guidelines that I'll be sending. And in case you have trouble understanding the instruction, you can always go to our support side, support.linksys.com and use our AI agent or the support bot on our site. It can also provide you some assistance for free. Or you could always call us back, okay? All right. Thank you for calling linksys Katrina. Take care and have a great day. Good bye.
09:00