V2 Rubric Detail — f3adec2e-7eef-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 19:20
Duration
5m 15s
Contact
321-365-5098
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#EOS00136945
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA6350
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B)

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent never diagnosed the static‑IP gateway error, provided incorrect model information, and refused to troubleshoot an out‑of‑warranty router, merely promising an email. This resulted in no resolution, no meaningful troubleshooting, and a clear avoidance of the issue.

V1 Case Analysis

Customer unable to configure static IP (gateway IP invalid) on PA-8300. Agent misidentified model, provided no troubleshooting, and sent a generic email. Issue remains unresolved.

Troubleshooting Steps
  • Agent incorrectly identified the model as EA6350, then EA-8300 (customer's model is PA-8300).
  • Agent stated no technical assistance is available for the device.
  • Agent offered to send a generic email with configuration steps.
Key Observations
  • Agent misidentified the router model twice (EA6350, then EA-8300) despite customer stating PA-8300.
  • No troubleshooting was performed for the static IP/gateway issue, which is a supported configuration per the KB.
  • Agent incorrectly stated that no technical assistance is available for the PA-8300, contradicting the KB guidance that out-of-warranty devices still receive self-help support.
  • Generic email sent without confirming email address or content relevance, leaving the customer without actionable help.
Positive Highlights
  • Polite and professional greeting at the start of the call.
  • Offered to send follow-up information via email, showing intent to provide some level of assistance.
Agent Errors / Gaps
  • Incorrect model identification: EA6350 and EA-8300 instead of PA-8300 as stated by the customer.
  • Failed to collect the serial number, which is required for warranty and support eligibility checks.
  • Incorrectly stated that no technical assistance is available for the PA-8300, contrary to KB guidance that out-of-warranty devices receive self-help support.
  • Did not ask for or verify the customer's email address before promising to send information.
  • No troubleshooting performed for the static IP configuration error, such as verifying IP format, subnet mask, or gateway validity, which are covered in the KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never resolved the static‑IP gateway error; only sent a generic email and ended the call.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic steps were taken; agent only asked for serial/model and then declared the device unsupported.
R3 Not Met Correct resolution path conf 95%
Agent chose to dismiss the case because the router is end‑of‑life, rather than offering best‑effort troubleshooting for an out‑of‑warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not identify the specific symptom (invalid gateway IP) nor ask probing questions about the static‑IP configuration.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (admin UI, remote session, logs) were used even though the issue required verification of the static‑IP settings.
T3 Not Met No misinformation conf 96%
Agent gave incorrect model numbers (EA6350 then EA‑8300) and incorrectly stated that no technical assistance is provided for the device.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear framing, expectations, or structured transitions; agent abruptly moved to “send an email” without guiding the interaction.
C2 Not Met Confirmed understanding conf 93%
Agent used generic language and provided inaccurate information, failing to adapt to the customer’s technical level or clarify the static‑IP problem.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of the issue; simply handed off via email and ended the call without further assistance.
O2 Partially Met Proactive follow-through conf 88%
Agent promised an email after the call, giving a next step, but offered no timeline, follow‑up confirmation, or further troubleshooting.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was clearly warranted based on the transcript.
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 95%
Agent showed no empathy or acknowledgement of the customer’s frustration with the static‑IP issue.
X2 Not Met Tone & rapport conf 94%
Tone remained flat and procedural; agent did not adjust to the customer’s confusion or emotional state.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat model/serial information and received no actionable help, increasing effort.
Call Transcript6 turns · 8 lines
Speaker 1
Yes, hi. My name is Al Sula and I've had this router for a little bit and it was working and now I can't get it to take it. I have a static IP I have to enter it into and it won't take it. Like I put the number in but it's and it verifies that it's the right number but it keeps saying specified gateway IP address is not valid. [silence]
00:00
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. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you today?
00:00
Speaker 1
Uh, no, it's a, Linksys 19370. Do it. Application address. Okay, that's that's there. My first name is Al, A-L, and my second name is Sewell, S-E-W-E-L-L.
02:00
Speaker 2
Uh, are you referring to Wi-Fi names, sir? Well, the serial number that you provided to me, sir, is uh, model EA6350. This router is part of our oldest router. Uh, aside that we no longer manufacture this device, we no longer also provide technical assistance for your router sir. It's because even if we process a troubleshooting process, troubleshooting might not work. Um, what I can do for you only is I can only send you an email on how you can configure your devices. Can you provide to me first? What's your first name and last name? How about email address? That's, uh, the nizer, sir? Correct? All right. Okay. Gotcha. After our call, sir, give me just three minutes, and you'll be able to receive the email address, the email that I'm going to provide to you, okay? [silence] Uh, that's not the serial. That's not the model number, sir.
02:00
Speaker 1
yeah, I've put on the back it just, I don't know that's the net one. that watch. Oh, the serial number. I could reach you. Yes. Uh, okay, the serial number. I guess a WTS number. Then I got a zero number and I got a Maxer. Is that a 500? PA 8300. P A 8300. that's the model number. uh, okay. Thank you very much.
04:00
Speaker 2
It's at the bottom of the device. There is a sticker there. Together with the serial number. Um, model number. There is a model number there, together with the serial number. So that's your product model sir. All right, um, that's EA-8300, sir. The product is part also of our all this router. We no longer manufacture this device and we don't anymore provide uh, technical troubleshooting for this router, sir. all right, so I've sent you already an email so you can try to check that. Thank you so much. Alright, have a nice day.
04:00