V2 Rubric Detail — f2307cf0-6a76-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 18:04
Duration
14m 54s
Contact
Nancy Sucy
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133794
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Few devices wont connect
⚠ Auto-Zero applied: Avoidance/Evasion (B): Agent refused to perform basic troubleshooting based solely on warranty status, directing the customer to paid support without attempting any resolution steps, which violates the OOW best-effort policy.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to perform any diagnostic troubleshooting, declared the device out of warranty, and immediately defaulted to paid support without attempting a resolution. This constitutes avoidance of duty and leaves the customer's core issue — TV internet connectivity — completely unresolved.

V1 Case Analysis

Customer reported router not connecting to ISP (Spectrum). Agent confirmed out-of-warranty status, incorrectly stated firmware is 'final' with no updates, and offered $15 paid support without performing any troubleshooting. Promised to email a guide but provided no resolution.

Troubleshooting Steps
  • Collected serial number, phone number, name, and email
  • Checked warranty status (out of warranty) via system lookup
Key Observations
  • Agent provided materially wrong technical advice: claimed firmware is 'final' with no updates and incompatible with modem updates — directly contradicts KB guidance on staged rollouts and auto-updates.
  • No basic troubleshooting performed (reboot, cable check, WAN status, modem test) despite clear internet connectivity issue.
  • Paid support offered before any triage or diagnostic steps, violating standard protocol (must attempt Step 1 fixes first).
  • Failed to collect product model number, a critical requirement for any troubleshooting.
  • Long periods of silence and poor call control reduced efficiency; no empathy or acknowledgment of customer frustration.
  • Agent did not verify WAN connection status or suggest testing at the modem — a core Step 1 in internet troubleshooting per KB.
Positive Highlights
  • Collected customer contact details (name, phone, email) and serial number accurately.
  • Clearly communicated warranty status based on system lookup.
  • Offered to email a troubleshooting guide, providing some self-help path after paid support was declined.
Agent Errors / Gaps
  • Incorrectly claimed firmware is 'final' with no updates — contradicts KB which states updates are delivered in staged rollouts with auto-updates enabled by default.
  • Claimed modem updates would cause the router to 'misbehave' or 'lose connection' — no KB support for this assertion; constitutes unsafe, unsupported advice.
  • Failed to perform any basic troubleshooting steps (reboot, cable check, WAN status, modem test) for an internet connectivity issue.
  • Offered paid support before any triage or diagnostic steps — violates protocol requiring Step 1 fixes first.
  • Did not collect product model number, a required step for model-specific troubleshooting.
  • Did not acknowledge customer frustration or provide empathy despite clear signs of distress.
  • Provided no confirmed resolution or actionable self-help path beyond a vague promise to email a guide.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the TV connectivity issue or restore internet; only offered paid support and suggested buying a new router without confirming the root cause.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were performed — no reboot check, no modem/WAN test, no inquiry about LED status or firmware version, and no attempt to isolate the issue.
R3 Not Met Correct resolution path conf 96%
Agent stopped troubleshooting solely because the device was out of warranty, violating the OOW best-effort standard which requires meaningful troubleshooting even for expired warranties.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify specific symptoms (e.g., whether internet is down for all devices or just TV), asked no targeted questions, and did not follow a logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used — no remote access attempt, no guidance to log into http://192.168.1.1, no speed test recommendation, and no use of admin dashboard data.
T3 Partially Met No misinformation conf 90%
Agent correctly stated the device is out of warranty and that no further firmware updates are available, but incorrectly claimed free assistance cannot be provided for OOW devices, contradicting policy.
Communication
C1 Not Met Clear & professional language conf 93%
Agent provided no clear structure, failed to set expectations, allowed long silences, and did not guide the interaction beyond collecting basic info before pivoting to paid support.
C2 Not Met Confirmed understanding conf 92%
Agent used 'ma'am' repeatedly despite unclear customer gender, used technical terms like 'firmware' without checking understanding, and failed to adapt communication style.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abdicated responsibility by immediately deferring to paid support without attempting resolution, violating ownership principles.
O2 Partially Met Proactive follow-through conf 89%
Agent mentioned sending a guide via email but gave no timeline or confirmation of delivery, leaving follow-up incomplete and unverified.
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 100%
No escalation was performed, and none was warranted since the agent did not conduct sufficient troubleshooting to determine if escalation was needed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation process cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent apologized for the out-of-warranty status, showing minimal empathy, but overall tone was transactional and lacked genuine acknowledgment of frustration.
X2 Not Met Tone & rapport conf 91%
Agent did not match the customer’s pace, used incorrect gender address, and failed to engage or confirm comprehension at key points.
X3 Not Met Overall experience conf 94%
Customer had to repeat the serial number twice due to agent inattention, and agent failed to use available information to reduce repetition or streamline support.
Call Transcript17 turns · 19 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 1 now. For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. 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 1 now. For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. To hear these options again, [silence] press 8. 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's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, press 8. 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. Uh Okay. Hi, how are you, sir? Uh, hello?
00:00
Speaker 1
Well, um, I, my router is not communicating with my internet provider. Uh, I went through all the steps with the internet provider and they said it's my Linksys router. So, I'm just wondering if there's any way you can look at it and see? if it's dead or or how you can help me. Yes, it's 19, T like Tom, 1, 0, S like sailor, O, or, well, I don't know if it's 0 or O, and then a C like cat, 8, O, 7, 9, 94. [silence]
02:00
Speaker 2
Hi, how, yes, how can I help you? Mm-hmm. Mm-hmm. Mm-hmm. Oh. Uh, we can check on this one. May I have the serial number, please? [ silence ]
02:00
Speaker 1
Are you there? Yes, hello? May I have you what? The city, Winter Park, Florida.
03:00
Speaker 2
[silence]
03:00
Speaker 1
[silence] Oh, I thought I already gave it to you, but I'll say it again. [silence] 1 9 T like Tom, one, 0 S like Sam, O G, no, excuse me, O C like cat, eight, 0 7 9 9 4. Yes, created by John.
04:00
Speaker 2
I will, uh-huh. OK, let me just read it back, ma'am. One nine tango, one zero Sierra, zero Charlie, eight zero seven nine nine four. OK, and your internet provider, ma'am. I know who's your internet provider. spectrum. [silence]
04:00
Speaker 1
right now I have my internet for my phone, but it's not connecting to the TV. right, the internet to the TV.
05:00
Speaker 2
Okay. So, you're concerned, right, guys, that you don't have internet connection, right? Uh-huh. Uh-huh. So, only your TV is not working as of the moment, ma'am. Uh-huh. How about other devices? Phone.
05:00
Speaker 1
Am I still connected to you? Okay. Oh, please, yes, 4 407-697-5824.
09:00
Speaker 2
Okay. Okay, let me just check on that, ma'am. Okay, just give me a few seconds. Okay, hold on a minute. I have your phone number in case we get disconnected. 82 4. Okay, how about your first and last name? [silence]
10:00
Speaker 1
Okay, Nancy, N like Nancy. Okay. N-A-N-C-Y. And then last name is S like Sam, R. N, R-S-O-U-C-Y at Gmail. Dot-com.
11:00
Speaker 2
Mmm. There might be a system update, ma'am, on your modem which caused this router to misbehave. Anyways, it shows here, ma'am that the reason why, uh, I'm sorry, it shows here that your device is already out of warranty and I do really apologize ma'am for out of warranty device we can no longer provide free assistance. But I can offer you, um, two options for this. We do have a paid service, ma'am that is worth, uh, $15 for an hour of troubleshooting and in that way I'll be able to walk you through step by step with these, uh, with the, uh, troubleshooting. But then, it's not guaranteed it will work because this device is using an old firmware. Anyways, ma'am, other option is for free. Yes, this is already, uh, the firmware that you're using.
12:00
Speaker 1
Oh, that's what I wondered. I see. Okay. Um, yeah, and I guess I need to decide if I want to get a new modem. I mean, a new um router. Don't I? Okay. All right. Well, that's good information. What year was this? Does it say what year.
13:00
Speaker 2
Right now is the last, or, I'm sorry, the firmware that is using this device is already the last one. There's no more updates on this. So, if there's an update on your modem, or if you do an update on your modem, this router will misbehave or will totally lose connection. Um, I will suggest for you to do that, ma'am, because this router is still running on Wi-Fi 5, and we already have higher versions right now, like Wi-Fi 6, 6E, and 7. So, yes, those...
13:00
Speaker 1
It was. I don't remember. Does it say what year? Yes. Oh, yeah, it's been a while. Okay. Well, thank you for your assistance. I appreciate it. I hope you have a good day. Okay. All right. Okay. Okay. All right. Thank you so much. I hope you have a blessed day. Bye-bye now.
14:00
Speaker 2
the year, what year you purchased this device? [silence] Based on the information, ma'am, this was purchased, you have this since 2019. [silence] So, [silence] you're welcome, ma'am. Yeah, best suggestions [silence] I will thank you, ma'am. Anyways, ma'am, I'll send you the guide. If ever you wanted to do some troubleshooting, I'll send it to you directly through your email. You can follow that guide and uh if same thing happen, some of your device won't be able to connect, then uh it's time for you to don't upgrade. [silence] Okay. You're welcome, ma'am. Thank you, ma'am. Bye-bye.
14:00