V2 Rubric Detail — eed9568a-6f53-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 22:36
Duration
5m 40s
Contact
No Name
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#GI00134535
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: Linksys Router Settings
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided conducting basic troubleshooting steps (e.g., reboot, wired test, speed check) and instead immediately redirected the customer to self-service resources without attempting diagnosis or support, effectively evading responsibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, provide resolution, or demonstrate ownership. Despite the customer’s clear frustration and inability to access the router, the agent offered only generic KB links and a suggestion to try later, without diagnosing the issue or adapting to the customer’s needs. This constitutes a critical failure of Avoidance/Evasion, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports slow internet and cannot access router admin page (192.168.1.1). Agent suggested wired connection and to consult support.linksys.com; no further troubleshooting performed.

Troubleshooting Steps
  • Suggested using a wired Ethernet connection to the router.
  • Directed the customer to the support.linksys.com article for login instructions.
Key Observations
  • Agent skipped basic troubleshooting steps such as power‑cycling the modem/router and testing the connection directly.
  • No device model, serial number, or warranty information was collected despite the script requiring it.
  • Agent did not acknowledge the customer's frustration or provide empathetic language.
Positive Highlights
  • Correctly identified and repeated the router’s local IP address (192.168.1.1).
  • Suggested a wired Ethernet connection, which is a valid troubleshooting step.
Agent Errors / Gaps
  • Failed to follow the standard Step 1 troubleshooting flow (reboot, speed test, check LEDs).
  • Did not obtain required product information (model/serial) before providing guidance.
  • Provided only generic self‑help without confirming the customer could actually reach the router UI.
  • No empathy or acknowledgment of the customer's difficulty.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer remained unable to access router UI and agent did not resolve or advance toward resolution; call ended with no confirmed outcome.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped basic troubleshooting (reboot, speed test, LED check, wired connection test) and jumped straight to KB redirection.
R3 Not Met Correct resolution path conf 96%
No attempt to determine warranty status, device model, or issue type; failed to select appropriate path such as best-effort troubleshooting for OOW or escalation for hardware fault.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent asked vague, irrelevant question ('how many links are divided?') and did not identify symptoms, gather diagnostic data, or establish root cause.
T2 Not Met Appropriate tools / resources used conf 96%
No use of tools (e.g., remote session, speed test, admin UI access) despite customer inability to log in and report of slow speeds — tools were clearly needed.
T3 Met No misinformation conf 95%
Agent correctly provided 192.168.1.1 and support.linksys.com; no technical inaccuracies in the information given.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, frame the interaction, or maintain control; conversation was disjointed and reactive.
C2 Partially Met Confirmed understanding conf 90%
Language was simple but agent never confirmed understanding or adjusted to customer’s expressed confusion about login process.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; redirected to KB and implied customer must call back later with information.
O2 Partially Met Proactive follow-through conf 89%
Agent suggested wiring directly and visiting support.linksys.com, but gave no timeline, follow-up, or accountability.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this initial slow-internet inquiry.
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 showed no empathy; did not acknowledge customer’s frustration, urgency, or difficulty accessing the router.
X2 Not Met Tone & rapport conf 94%
Agent used a flat, unresponsive tone and failed to adapt to customer’s confusion or emotional state.
X3 Not Met Overall experience conf 95%
Customer was left to find serial number and perform login independently despite expressed difficulty; effort was increased, not reduced.
Call Transcript11 turns · 11 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 or 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 select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products.
00:00
Speaker 1
uh, yes. Hi. I just got in town and um I'm at my house and I thought my brother said there was a lot of problems with the uh internet and I thought it was cuz it was unseasonal and I called the optimum and it's not. So I thought I would do the check. And I can't understand how to do it. I remember being on the Linksys and like seeing all the devices and logging in, but I don't know how to log in to my account. I'm sorry. Um, yeah, yeah, it's just we're just having really, really slow internet and uh devices not be able to connect and so forth. So I thought I would just try to do some troubleshooting with our Linksys if I can do that. Um,
01:00
Speaker 2
What Paid support option may be available depending on the issue. Thank you for calling Linksys. My name is James. Is this your first time calling? [silence] May I know what really was the problem. [silence] How many links are divided?
01:00
Speaker 1
I don't remember, like seven maybe in the house.
02:00
Speaker 2
Well, yes, but we need to validate first what are the devices what are the link systems devices that you have. So we know how we can help you. All right. May I have your first and last name? Yes, you can log into your link. This router. Yes. But before we proceed, is it okay to ask you first for your information and the device information? So we know what type of router you're going to log into.
02:00
Speaker 1
Yeah. Can you first, is it possible to tell me the login for the internet, so I can just try to log on right now? Well, that's, that's the problem is, I have to look at all this stuff. So, I was just trying to see if I can do this on an easy way. [silence] Is there, is there, because I have a log on with my computer. Is there a way, what is that, log on, like I can log on my account, and then I can call you guys back tomorrow with the information? Yeah, 192 dot is it 1
03:00
Speaker 2
so achieve. Could you please provide the serial number of the mainling this device you connect to optimum right. I may not be able to walk you through over the phone if I cannot have the serial number because we're just having to validate that first. Okay. Because, we have a lot of products so right, sure. You can write this down 192.168.1.1.
03:00
Speaker 1
Six, eight, one, one, 1.1. Yeah, that's exactly it. Yeah, so, and that 192.168.1.1 is that, what is that website? Yeah, this is it, right? Yeah, it should be, yeah, because it's so slow right now. It's not even letting me go into it. Um,
04:00
Speaker 2
192.168.1.1 and if you would like to manage it yourself, you can go to support.linksys.com, you can search how to log into your Linksys router. That's how you log into your Linksys router. you want to know if you have all your devices connected, all of it is complete. Yes, you can go to support.linksys.com for the full article guide, how to access that.
04:00
Speaker 1
easier. Yeah, it's not even letting me get into this page. Got it. Okay. Yeah. Okay, then I'll call back. I just don't have the bandwidth right now to get all this stuff, because I don't know even know where to find this stuff. Um, I was just trying to do it on an easy thing, but it looks like I can't get into it. Okay. Okay, thank you so much. Thanks.
05:00
Speaker 2
If you're having a hard time, if this is a wireless device, go ahead and wire directly to your Linksys, access it again, and for the full guide, once again, you go to support.linksys.com. There's instructions how you can access your router settings. mm-hmm. you're welcome.
05:00