V2 Rubric Detail — f213b734-7fe6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 00:48
Duration
25m 44s
Contact
610-751-1720
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#EOS00137183
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.71/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, incorrectly declared the device 'end of support' without verification, and evaded ownership by reducing support to an unreachable email resend. No resolution, empathy, or escalation was provided, leaving the customer's router issue completely unresolved. This constitutes Avoidance/Evasion per critical failure guidelines.

V1 Case Analysis

Customer reports non-functional router with email access issues. Agent verified email, offered resend, suggested alternate device. No router diagnostics performed; issue unresolved.

Troubleshooting Steps
  • Verified email address by spelling it out phonetically
  • Offered to resend the email
  • Suggested trying a different device to open the email
Key Observations
  • Agent failed to collect essential device identification (model/serial number) or warranty status.
  • No basic router troubleshooting (reboot, LED status, WAN check) was performed despite a non-functional router report.
  • Agent provided no alternative support path beyond resending an email the customer confirmed they could not access.
  • No escalation, self-help KB article, or phone instructions were offered despite clear email access issues.
  • Agent did not verify local router interface access (http://192.168.1.1 or http://myrouter.local) as a potential workaround.
Positive Highlights
  • Agent politely verified the customer's email address by spelling it out phonetically.
  • Agent offered to resend the email, showing willingness to assist within perceived constraints.
Agent Errors / Gaps
  • Missing essential device identification (model/serial number).
  • Failure to follow standard troubleshooting protocol for a non-functional router (no reboot, LED check, or WAN status verification).
  • No warranty or support eligibility check performed.
  • No escalation or alternative support path provided beyond resending an inaccessible email.
  • Did not offer self-help options (e.g., KB article, chatbot, or phone instructions) despite confirmed email access issues.
  • Did not verify local router interface access as a potential workaround.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only offered to resend an email and sent a generic troubleshooting guide; the router issue was never resolved.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken – the agent did not ask about model, LEDs, power-cycle, or any other troubleshooting.
R3 Not Met Correct resolution path conf 97%
Agent declared 'end of support' without verifying model or warranty status and failed to offer best-effort troubleshooting or escalation.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
The agent never identified specific symptoms beyond 'router not working' nor asked relevant diagnostic questions (model, ISP, LED status).
T2 Not Met Appropriate tools / resources used conf 96%
No tools (remote session, admin UI, speed test, etc.) were used even though the issue required them.
T3 Not Met No misinformation conf 95%
Agent incorrectly claimed the product was 'end of support' without evidence and gave no accurate technical guidance, contradicting OOW standards requiring best-effort troubleshooting.
Communication
C1 Not Met Clear & professional language conf 96%
The call lacked any framing, clear expectations, or structured flow; the agent jumped straight to email verification without managing transitions.
C2 Not Met Confirmed understanding conf 95%
Used technical jargon ('end of support') without explanation; failed to adapt to customer's distress or comprehension level.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent avoided responsibility by focusing on email resend instead of resolving the router issue or escalating.
O2 Partially Met Proactive follow-through conf 89%
Agent stated they would 'resend the email' but gave no timeline or follow-up plan beyond that single action.
O3 Not Met Closure confirmation conf 94%
Customer referenced prior contact; agent ignored history and did not reference previous steps or findings.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
No escalation despite likely hardware fault; agent should have escalated per repeat-contact and unresolved issue triggers.
E2 Not Met Escalation prep & handoff conf 95%
No escalation executed, so no details were passed; customer was not informed of any escalation path or team.
Customer Experience
X1 Not Met Customer effort minimised conf 98%
No empathy shown; customer said 'It's all broke' and expressed frustration, but agent remained detached and transactional.
X2 Not Met Tone & rapport conf 96%
Agent maintained a rigid, scripted tone and did not adjust pace or style to match customer's emotional state.
X3 Not Met Overall experience conf 97%
Forced customer to use a non-functional email system; no alternative (e.g., SMS, verbal steps) offered to reduce effort.
Call Transcript9 turns · 9 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Yes. Yes, I had called back. I believe I probably talked to you. Um, and um, I had explained the problem that my router is not working, but my modem is working and I went through service electric and everything was fine. And uh, uh, they said that uh, or you said that you were going to send me um, uh, an email showing me as to the procedure to get to redo my router. I cannot open up my email or anything. Even with my cellular data. Uh, 610 751 11720. Yes.
22:00
Speaker 2
See you soon. [silence] Oh, can I have your phone number, ma'am? 610-751-1720. Yeah, the email is l—in smith [ CLICK ] um the home phone is [ CLICK ] 610- seven five [ CLICK ] that's the home phone [ CLICK ] and the office number which I guess is [ CLICK ] 419 [ CLICK ] you might wanna [ CLICK ] also have that, Right? Thank you, Right, bye. Thank you. [silence]
22:00
Speaker 1
It's all broke. Mm-hmm. Yes. No, I can't even open up my email. And I have my cellular data on. Nope. [silence]
23:00
Speaker 2
uh two at aol wink.com let me verify the email address so this is L4LIMA. R-4Romeo. E-4Echo. I-4India. N-4Nancy. S-4Sugar. M-4Mike. I-4India. T-4Tango. H-4Hotel. 2-2 AOL.com. Uh so did you receive my email? Uh yes. [incomprehensible]. Uh you cannot open the email. So uh this one man this is an end of support already. So either uh yes check if you're cellular you still have cellular data cause you should uh you can um
23:00
Speaker 1
I, I have cellular data. Now, I, when I go onto my AOL, it says, uh, geez, uh, it's not letting me, it says, nope, try again later. I am not getting anything. Uh, that's not gonna, that's not gonna do it. Um, you can try my, my, uh, phone number as a text message, but that's about it. I, that's, yes. Yeah. Yes. Yeah, now, I can't get any emails at all, and I have my,
24:00
Speaker 2
Open that email. But if you want, I can send the email again. I'll send the email. Okay. So maybe, maybe there's something wrong with the email. Maybe you need to check if you have cellular data, but I will like resonate email, cause I already confirm to you, I already verified. But I cannot send, I cannot send a text message ma'am. It's only on the email address. I, verify your email. It's correct. So you should suppose to receive my email. [silence]
24:00
Speaker 1
It is correct, but there, but my phone will not open up anything because it won't access anything without my without the Wi-Fi. Even my even my data, my cellular data will not be acc cannot be accessed. Okay. Okay. Thank you.
25:00
Speaker 2
So I will resend the email and then chat. But you see right there, this link says correct. Well, you can try using a different device, ma'am. I've already done sending you the troubleshooting guide for you to follow. Thank you so much for your time. Have a nice day. Bye-bye.
25:00