V2 Rubric Detail — ee474a90-6b40-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 18:10
Duration
8m 42s
Contact
Barbara Marra
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133947
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Router Password.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by falsely claiming no resources available to troubleshoot an in-warranty EA6350 V2, a supported model, and directed customer to buy new hardware instead of providing basic setup assistance.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to provide any meaningful support for a basic setup issue, avoided troubleshooting, gave factually incorrect information, and prematurely terminated the call. The complete lack of technical guidance, ownership, and customer empathy constitutes avoidance/evasion, warranting an auto-zero under protocol B.

V1 Case Analysis

Customer unable to enter Wi-Fi security key on EA6350V2. Agent misidentified model as 'F-50', provided no troubleshooting, and advised purchasing new router with no escalation or self-help path.

Troubleshooting Steps
  • Collected serial number and model number from customer
  • Misidentified model as 'new F-50'
Key Observations
  • Agent never addressed the core issue (network security key entry) despite it being the customer's primary complaint
  • Agent provided factually incorrect product information ('new F-50' instead of EA6350V2), contradicting KB model naming conventions
  • No troubleshooting steps were offered for password/login issues, violating KB guidance for such cases
  • Agent failed to offer escalation, paid support, or self-help resources despite customer explicitly asking about cost and support options
  • Call ended with inappropriate suggestion to purchase new router without diagnostic steps or resolution path
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to acknowledge or address the customer's primary issue (network security key entry) at any point
  • Provided incorrect product identification ('new F-50') instead of correctly identifying the EA6350V2
  • Did not follow KB protocol for password/login issues by failing to direct customer to router web interface or offer troubleshooting steps
  • Failed to offer escalation, paid support, or self-help resources when customer asked about cost/support eligibility
  • Ended call with inappropriate suggestion to purchase new router without diagnosing issue or offering resolution path
  • Did not create a case or document interaction, violating basic case management protocol

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue of entering the network security key and ended the call without providing any solution or valid path forward.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were attempted; agent only collected basic device info and then stated they had no resources to help.
R3 Not Met Correct resolution path conf 97%
Agent failed to determine warranty status, did not attempt best-effort troubleshooting, and incorrectly advised customer to buy a new router instead of guiding through setup.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent did not identify the symptom (difficulty entering security key), ask diagnostic questions, or attempt to determine root cause such as default password or interface access.
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used or suggested—agent did not direct customer to http://192.168.1.1, check firmware, or access local web interface despite the issue being resolvable via standard self-service steps.
T3 Not Met No misinformation conf 97%
Agent provided materially incorrect information: claimed 'we doesn’t have any resources we can use to troubleshoot this router' and suggested purchasing a new device without justification.
Communication
C1 Not Met Clear & professional language conf 96%
Call lacked clear framing, contained unexplained silences, and agent lost control by failing to guide toward resolution or manage transitions effectively.
C2 Not Met Confirmed understanding conf 95%
Agent used a rigid, scripted tone and did not adapt language or check understanding despite customer confusion about security key and payment.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership—collected minimal information then dismissed the case with no effort to resolve or escalate appropriately.
O2 Not Met Proactive follow-through conf 96%
No specific next steps were given; only suggestion was to purchase a new router and call back, which is not a valid resolution path.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted—the issue (network security key entry) is a basic setup question resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered only a generic apology at the end and did not acknowledge customer frustration, confusion, or effort spent trying to get help.
X2 Not Met Tone & rapport conf 95%
Agent maintained a one-size-fits-all tone and did not adjust pace or style to match customer’s hesitant, confused communication.
X3 Not Met Overall experience conf 97%
Customer was asked multiple times for serial/model number and then sent away without help, creating unnecessary repetition and effort.
Call Transcript17 turns · 17 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 about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered Support bot at support.Linksys.com. 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 about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered Support bot at support.Linksys.com.
00:00
Speaker 1
Yes, I'm having hard time um with um entering uh my network security key. I don't know what that is. Yes, yes. Yes. Well, first off, I think I'm going to have to pay something. How much is that? Okay. Barbara.
01:00
Speaker 2
You can also connect with other users for tips and guidance at reddit.com/r/linksys. Hi, thank you for calling linksys. This is Regina. What I help you today. But is this your first time calling us for support, ma'am? And are you calling from United States? May I know your first name and last name? Yeah, let me gather your information first, including the router. So that I can suggest what's the next, um, next step to do. May I know your first name?
01:00
Speaker 1
Mara, M-A-R-R-A, M-A-R-R-A. 5 13 5 9 4 4 0 3 7. It's Barbara.D.Rogers17@aol.com Just one. The number on the router,
02:00
Speaker 2
Okay, Barbara. Your last name, Barbara. M-A for Alpha R R A for Alpha. And your callback number? [silence] And your email. [silence] And how many links is router do you have, Barbara? Okay then. Can you please provide the serial number? [silence] Yeah. Serial number S/N.
02:00
Speaker 1
Yeah, I don't. I have the 10976. Is that what you're talking about? S/N. There's no...Hm. I don't...I've got the box here and I got the thing inside, but I don't see...on the back of the...that would be on the back of the router. Yeah.
03:00
Speaker 2
and the serial number is SN Add the back. Underneath. Labeled on the sticker. Labeled on the sticker of the router. S slash N or the serial number.
03:00
Speaker 1
Is that right? Okay. Okay, just a second, okay? I think it's very small letters, so just a second. You need the serial number? Okay. I think I saw that when I was looking. Okay. Let's go down. Okay. Serial number is 1 4, Y as in yes, 2 0, J as in joy, 0 9 5, 1 0 9 7 6.
04:00
Speaker 2
Yes, it is at the back and the bottom, underneath. there. Yes. Yes, ma'am. [silence]
04:00
Speaker 1
[silence] Is it on the back or where would that be? Model number.
05:00
Speaker 2
It's a new F-50. Yeah, on the back. The model number.
05:00
Speaker 1
What was the last three that you said the last three letters? [silence] D spectrum spectrum
06:00
Speaker 2
An.net.net.net provider barbara k okay it's coming we
06:00
Speaker 1
Okay. I, I think I've found it. Here, I had to go. I have a EA 6350 V2. Is that what you're looking for? Okay. MX2000 is the. style number or the model.
07:00
Speaker 2
do you have... Can't see... on top of the... [silence]
07:00
Speaker 1
Okay. So I can't do anything with this one. All righty, thank you. Okay, bye. Come on, photo.
08:00
Speaker 2
Actually, purchase it through Amazon and make sure to keep the receipt. Okay? And call us back so that we can assist you setting up your newly purchased router. [silence] Yes. I do really apologize, Barbara, but, as much as I really want to help you, but then, we doesn't have any resources we can use to troubleshoot this router. So, better to do an upgrade. Okay, you're welcome, Barbara, and have a great day. Take care. Bye.
08:00