V2 Rubric Detail — f306ac88-7031-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 01:05
Duration
7m 50s
Contact
Jackie King
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134702
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_No internet wired and wireless.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B) – agent avoided engagement, provided no troubleshooting, and delegated support to an automated system without intervention.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to engage in any meaningful support activity, offering only a pre-recorded message while the customer described a specific technical issue. No triage, diagnosis, ownership, or escalation occurred, resulting in zero progress and a complete breakdown in service delivery. This constitutes clear evasion of support responsibilities.

V1 Case Analysis

Customer unable to connect Linksys router to new modem; out of warranty; no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to perform any KB-recommended troubleshooting steps for WAN/modem connectivity issues (e.g., power-cycle, cable check, web UI verification).
  • No technical guidance was provided despite the customer's clear description of a handshake/IP address issue (KB: universal_escalation_guide.md and velop_wifi_connectivity.md).
  • Agent did not acknowledge or act on the customer's self-researched KB article about modem handshake problems.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to follow KB protocol for WAN/modem connectivity issues (no reboot, cable check, or web UI verification).
  • Did not provide any technical steps from the KB (e.g., testing modem directly, checking WAN IP, or verifying ISP credentials).
  • Ignored customer's explicit mention of a KB article about modem handshake issues, which directly contradicts the agent's lack of troubleshooting.
  • Offered only generic paid-support prompts without addressing the specific technical issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ends without resolution, RMA, escalation, or confirmed fix for the router not connecting to the new modem.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., reboot, check cables, verify WAN settings) despite customer describing a clear connectivity issue.
R3 Not Met Correct resolution path conf 96%
No warranty status determination, no offer of paid support, and no best-effort troubleshooting path provided.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions or identify root cause; interaction lacked logical troubleshooting sequence.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used or suggested (e.g., web UI access, speed test, remote session); reliance solely on automated prompts.
T3 Not Met No misinformation conf 95%
No technical guidance provided; only generic IVR script played, containing no actionable or accurate information.
Communication
C1 Not Met Clear & professional language conf 93%
No framing of interaction, no agenda set, and no control maintained; call drifted with no direction.
C2 Not Met Confirmed understanding conf 92%
Agent used scripted language without adapting to customer’s frustration or technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent failed to take ownership; no effort made to resolve issue or transfer appropriately.
O2 Not Met Proactive follow-through conf 96%
No next steps, timelines, or follow-up commitments established.
O3 Not Applicable Closure confirmation conf 90%
First contact; no prior case history available or referenced.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
No escalation made despite unresolved hardware connectivity issue that required agent intervention.
E2 Not Met Escalation prep & handoff conf 94%
Escalation not executed; customer was left without being informed of any escalation path.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; agent ignored customer frustration and provided no acknowledgment of difficulty.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt tone or pace to match customer’s confused and escalating emotional state.
X3 Not Met Overall experience conf 95%
Customer repeated issue multiple times; no effort to reduce repetition or streamline assistance.
Call Transcript6 turns · 7 lines
Speaker 1
Oh, here we go. [silence] We're out of warranty. Are you in warranty for this? Yeah. Yeah. Yeah. Oh, wait, no, I've got them for warranty. [silence] For in warranty, for out of warranty, your support may be available for a cost. Okay, okay. Hey just for me. You know what? I just found out. Well, it's like owie. Oh,
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 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. [silence] 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 support may be available depending on your issue. To hear more about your service options, press two. To hear these options again,
00:00
Speaker 1
always on and off. How about this one? And you wanna unplug it from the, from the wire from the power cord too? Yes sir. Sure. That's okay. And this Even for a sec. Put it all the others. Cause this Oh, there is reset button here. I've done that. Okay. This They said test the internet by plugging the ethernet directly into your device, but we all have laptops. No ethernet port. Sorry. Yeah. Yeah. What's the big deal, Jack? I'm just pulling the way on. [silence]
01:00
Speaker 2
please insert number 8 please have your device serial number and contact information ready if unavailable call any other time out of warranty product paid support option may be available depending on issue
01:00
Speaker 1
Um, so now, it doesn't show up. all. it should, so, I, maybe it just works differently, but, but you should be able to read this. Except this is what tells you what the name is, it's the links, because this says the name is, setup C33, and she changed it to 6.1. she changed this? Oh, that's. So, this, this is the, this tells you what it's supposed to be called, which is setup C33. If you plug it into links, of course you do. So I typed in, "I got a new modem and now my linksys won't connect to it." And it's the first thing up is when a linksys router won't connect to a new modem, the issue is almost caused by a handshake problem where the router is holding on to the old modem's IP address. Yes. That's what I'm saying. Yeah. So unplugging it does not sound like the correct fix. Okay. Wait a second. You're losing your target. It should actually show up as something. Lookit, I have two we should be picking up a signal from this also. You guys. I have two modems that have never been used. So, let's try that.
02:00
Speaker 2
Thank you for calling Linksys. My name is Nathan. May I know who am I speaking? Hello.
06:00