V2 Rubric Detail — f3f89d70-68ef-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 19:25
Duration
16m 18s
Contact
Donald Nitche
Issue Type
Firmware Update
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133473
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Setting Automatic Firmware Update
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B) — agent avoided resolving the core technical issues (password recovery and firmware update), failed to provide any actionable troubleshooting, and instead redirected the customer to purchasing new hardware without addressing the original request.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

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

V2 Grader Summary

The agent failed to resolve the customer's request to enable automatic firmware updates and recover the admin password. Instead of providing technical support, the agent incorrectly claimed out-of-warranty devices receive no assistance and pivoted to selling new hardware. No troubleshooting steps were performed, and the call ended without resolution, constituting clear avoidance of the core issue.

V1 Case Analysis

Customer with E7350 router requested automatic firmware updates and admin password recovery. Agent confirmed auto-updates are default but did not guide through recovery key process or verify settings in UI. Suggested newer mesh router without specifics. Issue unresolved.

Troubleshooting Steps
  • Verified model number (E7350) and serial number (37A10M28A09156).
  • Informed customer that automatic firmware updates are enabled by default.
  • Communicated that the device is legacy and out of warranty.
Key Observations
  • Agent did not guide the customer through accessing the router UI to verify/enable automatic firmware updates, despite the customer's request.
  • Agent failed to provide step-by-step instructions for using the five-digit recovery key to reset the admin password, even though the customer explicitly asked for it.
  • Product recommendation (MX2000) was vague and lacked model-specific details or purchase guidance.
  • Agent misheard the customer's email domain ('xfinite.com' instead of 'comcast.net') and did not correct it during the call.
Positive Highlights
  • Correctly identified the router model (E7350) and serial number (37A10M28A09156) from customer input.
  • Accurately stated that automatic firmware updates are enabled by default on Linksys devices (consistent with universal_firmware_update.md).
  • Set clear expectations about the legacy status and warranty limitations of the E7350.
  • Correctly identified Comcast as the ISP, which is relevant for topology and potential PPPoE/VLAN considerations.
Agent Errors / Gaps
  • Did not direct the customer to the router UI (http://192.168.1.1) to verify the Automatic Firmware Update toggle, which is required for E Series routers.
  • Failed to provide step-by-step instructions for using the five-digit recovery key to reset the admin password.
  • Misheard and incorrectly recorded the customer's email domain as 'xfinite.com' instead of 'comcast.net', which could prevent follow-up.
  • Provided a generic product suggestion (MX2000) without linking to a specific model, purchase channel, or explaining compatibility with the customer's setup.
  • Did not confirm whether the customer could access the web interface or if the recovery key was entered correctly — missed opportunity to validate access.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never verified or enabled auto-update, nor reset the admin password; issue was not resolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps taken—agent did not check login status, firmware settings, or recovery key function.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly stated no free support for out-of-warranty devices, violating OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to ask diagnostic questions about current firmware, login ability, or recovery key entry.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools (e.g., remote verification, admin UI walkthrough) despite need for configuration access.
T3 Not Met No misinformation conf 97%
Agent inaccurately claimed E7350 receives no firmware updates and that OOW devices get no help—both false per KB.
Communication
C1 Not Met Clear & professional language conf 93%
Call had long silences, no agenda, and agent lost control; conversation drifted without guidance.
C2 Not Met Confirmed understanding conf 92%
Agent used fragmented, confusing language and did not adapt to customer’s repeated confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not own the case—abandoned troubleshooting and redirected to product sales instead.
O2 Not Met Proactive follow-through conf 94%
No next steps, timelines, or follow-up offered; customer left without actionable path.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on issue complexity.
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 93%
Agent showed no empathy for forgotten password or firmware concerns; remained transactional.
X2 Not Met Tone & rapport conf 92%
Agent did not adjust tone or pace despite customer’s confusion and repetition.
X3 Not Met Overall experience conf 94%
Customer repeated model/serial multiple times; agent added unnecessary steps by shifting to sales.
Call Transcript24 turns · 28 lines
Speaker 1
[silence] uh, yeah, what I'm trying to do is uh, uh, let's see. Uh, the topic is firmware updates.
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. [silence] For out-of-warranty products, paid support may be available. 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. Hi, thank you for calling Lenks' technical support. My name is Dylan and I'm going to help you today.
00:00
Speaker 1
I want to, I want to set it up so that I get, um, you know, automatic firmware updates. And I was reading online on how to do it, but, um, let's see. I, uh, it says here, I, I don't, I can't remember my password, but it says if you forget your password, use the recovery key located on the label at the bottom of the router. And I had it. I have a, uh, I have a, uh, at the bottom of the router. I have, I have, uh, I have something, but, uh, it wouldn't take it. Let me see if I can find it. Uh. Okay, just do the mold. I got to find it. [silence]
01:00
Speaker 2
Usually, for the device that you have here, we have one. What are you interested in?
02:00
Speaker 1
Yeah, I'm not able to yeah, I'm trying to find the. Oh, here it is. Here it is. Here it is. I'm trying to find. I'm trying to find the, the. I couldn't find. I I I forgot what my administrative password was. So I I supposedly I have to, I can use the recovery.
03:00
Speaker 2
Uh, a wiper and turn left. Well, if you forgot the admin, I mean admin password sir, you can just try to reset the password for you to be able to, um, access the the, you know, computer. We have a pin Zion. There's a pin there.
03:00
Speaker 1
first name Donald uh last name Niche uh N is in Nick and is in Nancy eyes is Nick Lou T is Tom S is in Sam T is in Charlie H is in Henry E is in Echo Yeah I might be I might possibility beyond the warranty for not the warranty but uh
04:00
Speaker 2
eroactually sir the firmware or the option of the automatic firmware update is by default already enabled so but anyway uh let me just run some verification with you and create a quick record here starting with your full name in order for me to proceed further okay okay so Donald Nietzsche. all right how about
04:00
Speaker 1
I don't I don't know. Uh, I don't know how old it is. Yeah. Yeah. The email address is uh the first letter D as in Donald. And and then they hit the whole last name at comcast.net. Yeah, that's right. Yeah, let me just okay, just a moment. The model number. Where do I find that? At the bottom at the bottom? [silence]
05:00
Speaker 2
Sir? Sir. What? Sure, uh, let me just run some verification with you, okay? In order for me me to know that. Um, uh, how about your email address, sir? Uh, Donald, can you provide me that please? Uh, we're gonna go down. There is forward command. Uh, it's both okay. Uh, with it. Okay. So that's uh your first name's initial and then your last name at xfinite.com. [laughter]. All right. So uh, not sure. Okay. Now sir, can you provide me the model and the serial number of your Linksys router? Linksys router. Okay, sure. from your iPad. And did it react? Okay, because of the recession in the biz, sir, it's caused a lot of blues. uh, yes sir. At the bottom. But you can provide me the serial number instead if you can find the um... uh... the... ...app so that later on when you open it it will be... Yeah. Sure sir. No problem.
05:00
Speaker 1
okay. [silence]
07:00
Speaker 2
Hello sir. Can you hear me now? Hello? Hello?Yes sir. I see you just repeat that one sir. It's 3-7-A-1-0-M-2-8-A-0-9-1-5-6.
08:00
Speaker 1
ORN 28A 09156. Or maybe I didn't register it. Model. Where is the model? Uh. Oh, I got the sticker where. The sticker is attached, but uh... Oh, wait a minute. Maybe is this is it. Is it the E7350? That's it.
09:00
Speaker 2
Yeah, okay, I got it right. Actually, it should also be showing on the screen right now. Um, can you provide me with the model number, please? The model number is also located underneath the device, uh, on the sticker attached there. Uh, yes, sir, that's it. That's the model number.
09:00
Speaker 1
That's the model. Yeah, that's the model number. Um Comcast. [silence]
10:00
Speaker 2
E7350. okay. Okay. To the internet phone should be connected. to the okay, sir. And I may also know who's your internet service provider. price. Oh, Comcast. Yeah, that's right. Alright, sir. So just to set your expectation by the way, the latest device that you have right now is actually one of our legacy routers. Well, technically we no longer manufacturer this device and update its firmware. But just to again set your expectation, we no longer provide a free troubleshooting assistance over the phone for out of warranty devices. Well, technically as what you've mentioned, you've been using... [silence]
10:00
Speaker 1
Okay. Uh, let me ask you, let me ask you this. Oh, it's still working okay. Uh, but, uh, yeah. Yeah. Yeah. Okay, all right. Can you, can you recommend, uh, a new, uh, a new Linksys model? [silence] Well, we only have, we have, we have, uh, we only have two people using it, and, uh, one of them, one of them doesn't use it very much at all. So it's really only one person using it. Myself.
11:00
Speaker 2
a mesh router is a router that consists of multiple routers interconnected to each other to create a one mesh system you know for better coverage and seamless internet connectivity. So sometimes it comes with three uh three devices in one pack or like um or one device depending on your um need you know.
12:00
Speaker 1
Am I getting me can I buy it? Can I buy it from the links this website? Amazon? Are you? The wow, you selling through Amazon? Right. Can you give me? Could you give me them? Can you give me a model number? Okay. Amazon Amazon? [silence] Merry, X is an X-ray, OK, 2000 and that's a mesh router, OK, so, let me ask you this, I've got this old, I've got a legacy router now, right? Legacy.
13:00
Speaker 2
What's your line showing? Yes Son I'm sorry Yes X-ray M for Mary or Mike X for X-ray 2000 Yes sir that's a mesh router It's up to you whether you're going to purchase multiple routers to um connect each other for better connectivity in your area It's also up to you whether you're just going to you know Can you give me a here at least uh [silence] alright sir
14:00
Speaker 1
You said my router is a legacy router? [silence] Is it, well, is it, uh, is it, is it, is it risky, is it risky? I mean, what it, uh, it is risky to keep. Is it still useful though? Okay. Okay. Well maybe I'll order a new one. Uh and uh, so it now this this uh, MX2000, is it a combined modem router or just a router?
15:00
Speaker 2
you can dummy also yeah sir uh... as it doesn't give you some issue sir then it can be still used uh... the latest router you mean uh... no sir
15:00
Speaker 1
Okay. Okay. Uh. Okay. All right. Thank you. Thank you. Thank you.
16:00
Speaker 2
it's a stand-alone router yes sir you're very much welcome sir and thank you for calling links is have a great day
16:00