V2 Rubric Detail — f40dcdb2-6fe8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 16:22
Duration
8m 12s
Contact
Pinky Gilbert
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134630
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_EA6350-4B
⚠ 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: B — Avoidance/Evasion: Agent avoided troubleshooting by immediately citing out-of-warranty status and offering only paid support or replacement, violating the OOW best-effort standard.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic troubleshooting, cited out-of-warranty status to avoid assistance, and offered only paid support or a new router purchase. No technical resolution was attempted, violating the expectation of best-effort support for OOW devices. The interaction lacked empathy, structure, and ownership, resulting in an unresolved case with avoidant conduct.

V1 Case Analysis

Customer reports no internet connectivity; router appears out of warranty. Agent offered paid support or emailed self‑help guide; no troubleshooting performed.

Troubleshooting Steps
  • Confirmed serial number
  • Informed customer the router is out of warranty
  • Offered paid 60‑minute support or email with self‑help instructions
Key Observations
  • Agent never asked for or recorded the router model number.
  • No diagnostic or troubleshooting steps were performed before offering paid support.
  • Agent relied on a paid‑support upsell without first attempting free troubleshooting.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Confirmed the customer's serial number accurately.
  • Provided the customer with an option to receive written self‑help instructions.
Agent Errors / Gaps
  • Missing collection of product model number.
  • Failure to follow standard troubleshooting flow (e.g., power‑cycle, WAN status check).
  • Prematurely offered paid support without attempting basic free diagnostics.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the internet issue or achieve any technical outcome; only offered paid support or purchasing a new router.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted beyond asking if the router was reset; no diagnostic sequence followed.
R3 Not Met Correct resolution path conf 96%
Agent stopped assistance due to out-of-warranty status instead of providing best-effort troubleshooting as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify specific symptoms or ask targeted diagnostic questions; no logical process applied.
T2 Not Met Appropriate tools / resources used conf 94%
No tools, KBs, or system checks were used; agent relied solely on warranty script without technical investigation.
T3 Partially Met No misinformation conf 91%
Correctly stated that resetting deletes Wi-Fi settings, but provided no actionable or accurate fix for the core issue.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure, clear expectations, or smooth transitions; long silences and abrupt shifts in topic observed.
C2 Not Met Confirmed understanding conf 93%
Used generic, scripted language without adapting to customer’s confusion or level of understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; redirected to paid support or purchase rather than attempting resolution.
O2 Not Met Proactive follow-through conf 95%
No clear next steps with ownership or timeline; only vague offer of email instructions or paid call.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on the interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Minimal empathy shown; no acknowledgment of customer’s frustration or prolonged struggle.
X2 Not Met Tone & rapport conf 93%
Failed to adapt tone or pace to customer’s repetitive, confused communication style.
X3 Not Met Overall experience conf 96%
Customer repeated information; agent increased effort by offering no direct troubleshooting path.
Call Transcript14 turns · 16 lines
Speaker 1
[silence] Hi, good afternoon. Um, I'm having a problem with my internet and the people I call jobs said it must be my router.
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.c-m please have your device serial number ready. For assistance, press one now. For out of warranty products paid support. 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 LinkSys Technical Support. This is, how can we assist you today? We have. Oh, uh, I do apologize for the experience, uh.
00:00
Speaker 1
broadband? Mm-hmm. Liberty broadband? Yeah, we said it several times. I was trying to have the companies help me. And yeah, we said it several times and nothing worked. I've did everything. I've done that. I've been doing it for weeks. Did it before months ago and it just been having a problem with the internet uh, over a year.
01:00
Speaker 2
is your internet Mom? again, Mom, you know, who's your internet service provider? again, broadband, just broadband, Mom? Liberty broadband okay. But did you somehow like move or reset your router from links? how did you reset the router, Mom? Did you press the reset button or you unplug and then replug the router? Okay.
01:00
Speaker 1
Yep. That's what they're telling me. Yeah, it was. It was. It was. It was deleted. It doesn't even show up. Can't even put it in. Yeah. The serial number is 14Y40M2BB0298.
02:00
Speaker 2
Oh, that's not good. So, means, ma'am, you don't really have an internet because of your router. Is that correct? Ma'am, just a heads up. By the way, if by chance you press the reset button of the Links router, you will delete your current router settings. So, what does it shows there, meaning to say, your current wi-fi name and password will be deleted as well, when the time you reset your router. Okay? Uh uh. All right. Uh-huh. May I know, by the way, what's your serial number for your Links device, please?
02:00
Speaker 1
[silence] website. What is that? Yes, yes, this is my first time calling. listen. okay. Well, it's this my landlord's home. Pinky Gilbert. Pinky, Pinky Gilbert. Email address is Pinky, P-I-N-K-Y.
03:00
Speaker 2
all right is this the first time you called Blinks this is the first time, ma'am, you called Blinks? all right. Before we proceed and troubleshoot your device, I'm going to create first a record for you in the system. May I know your first name and last name, please? sorry, your first name and last. Uh it's just you ma'am. sorry. Pinky. all right, got it. How about email address?
03:00
Speaker 1
this is Bel Adler. I've been here 11 years. I think this this is the same router. I'm not sure. They been here about 18 years but cause I been here 11 years, I think this is the same router. Uh, I don't know. But they're off Islands. I don't know [silence]
04:00
Speaker 2
okay give me just two minutes let me just fill in everything first in the system or proceed okay how long have you been using this router ma'am? mm- hm I see uh did they not consider with your landlord to upgrade operate to a newer router? HMSM, okay. Okay. All right. So... Oh, I see. All right. So, by the way, I was able to create a record for you in the system. However, based in the records here, the louder that you have are already been out of warranty. Now, for out of warranty devices, just to set proper expectation, we no longer provide technical assistance for free. However, if you insist, we can still provide you one-time phone support lasting only for 60 minutes, but there would be a fee for that and that's $15. Now, if you don't want to pay 15 for the troubleshooting, that is for 60 minutes, we can provide you for free an email support wherein you can follow those troubleshooting guides so that you can reconfigure your router. It might take a little bit while to follow them, but still, you can reconfigure your router as long as there's connection to the internet. Okay? Anything else I can assist you with, sir? [silence] [music]
04:00
Speaker 1
Uh, okay, so the warranty is out, so if I need technical service for 60 minutes, it's $15. So what I have to ask them is to buy a new warranty or a new system, a new router. What would they have to do? If if the troubleshooting don't work.
06:00
Speaker 2
Which one do you prefer? Okay, alright. So, uh-Huh, uh-Huh. Okay. Miss, uh-Huh. Uh-Huh. Yeah, exactly. Of course. Ah, Miss Pinky, by the way, I just want to confirm your email address. Okay? It's P-I-N-K-Y GG Gilbert is T T G-I-L-B,E-R-T A5@gmail.com. Is that correct? Okay. So, Miss Pinky, um, is there anything else before I let you go? Uh-Huh. Yes, ma'am. Yeah. Uh, a new router. Uh, you can try to upgrade. Yes, uh, an upgrade for new router. [silence] One thing that is compatible with your modem. Yes, a new router. You don't need to call us if you wanted to purchase a new router. You can purchase it via Amazon, Walmart or Best Buy and Target. They're the ones selling it now. Mhm. Yeah. Yes, ma'am. Walmart. Mhm. Best Buy. Mhm. Target. Amazon. Okay. I see. All right. Not a problem. So, Miss Pinky, um, send you an email already. You can try to check it and you can follow those instruction. That will be very quick, actually. Okay?
06:00
Speaker 1
Well, thank you for helping me. I appreciate it. Have a good day. You have a good day. That's it. Bye-bye.
08:00
Speaker 2
Um and yes thank you so much and you're welcome you have a nice day ahead so I'll say for now
08:00