V2 Rubric Detail — f6d1dbc6-70c2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 18:23
Duration
6m 57s
Contact
Ileen Fox
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00134815
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent prematurely dismissed technical support due to warranty status, refusing further assistance despite OOW standard requiring best-effort troubleshooting.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.1/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication1.25/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-62.0)

V2 Grader Summary

The agent failed to provide adequate troubleshooting, gave technically inaccurate instructions, and incorrectly denied support based on warranty status—violating core Linksys protocols. Despite offering to send an email, no meaningful resolution path was achieved, and the interaction lacked empathy, tool use, and ownership. The case constitutes Avoidance/Evasion, triggering an auto-zero.

V1 Case Analysis

Customer reports no internet after ISP (Spectrum) reset. Advised factory reset (30-sec hold) and reconfigure via web browser. Device is out of warranty; offered paid support ($15/hr) and will email setup instructions. Incorrect default SSID ('Lynsys') provided.

Troubleshooting Steps
  • Confirmed ISP (Spectrum) and modem reset by ISP.
  • Advised factory reset (30-sec hold on reset button).
  • Instructed to reconfigure router via web browser using default SSID/password.
Key Observations
  • Agent did not collect model/serial (transcript [02:00]-[03:00]).
  • Incorrect default SSID: 'Lynsys' (KB: 'Linksys') (transcript [05:00]).
  • No verification of connectivity post-reset (transcript [05:00]-[06:00]).
  • Email verification garbled (transcript [03:00]).
  • Paid support offered transparently ($15/hour) (transcript [06:00]).
Positive Highlights
  • Correct factory-reset procedure (30-sec hold) per KB (universal_factory_reset.md).
  • Appropriate out-of-warranty handling: offered self-help (email) and paid support (universal_paid_support_workflow.md).
  • Transparent paid-support pricing ($15/hour).
Agent Errors / Gaps
  • **Technical inaccuracy**: Incorrect default SSID ('Lynsys' vs. KB-mandated 'Linksys') (universal_factory_reset.md).
  • Missing model/serial collection (required for troubleshooting/warranty).
  • No post-reset validation of connectivity.
  • Unclear email verification (misheard as 'Allinefox@gmail.com').

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed resolution; only suggested a factory reset and offered to email instructions without verifying the fix.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about prior steps and suggested a reset, but skipped essential diagnostics like testing at the modem or checking WAN connectivity.
R3 Not Met Correct resolution path conf 93%
Agent stated 'no longer under warranty, so we can no longer provide free technical assistance,' violating the OOW standard requiring best-effort troubleshooting even out-of-warranty.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (no internet) and asked what was done, but did not logically narrow root cause (e.g., ISP vs. router vs. cabling).
T2 Not Met Appropriate tools / resources used conf 88%
No tools used (e.g., remote access, admin UI check) despite opportunity; relied solely on customer description without attempting verification.
T3 Not Met No misinformation conf 94%
Instructed to hold reset for 30 seconds (vs. KB 10–20 seconds) and referred to default SSID as 'Lynsys' instead of correct 'Linksys'.
Communication
C1 Not Met Clear & professional language conf 92%
No call framing, abrupt transitions, and ended without confirming understanding or wrapping up next steps clearly.
C2 Partially Met Confirmed understanding conf 87%
Used understandable language but failed to confirm comprehension and made technical errors ('Lynsys') that could confuse.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Offered to send email and mentioned paid support, but disengaged after suggesting reset instead of owning the outcome.
O2 Met Proactive follow-through conf 95%
Clearly stated they would send email instructions right after the call, setting a specific follow-up action.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context required.
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.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
No acknowledgment of customer frustration or empathy expressed; interaction remained transactional.
X2 Not Met Tone & rapport conf 91%
Tone was flat and did not adjust to customer’s pace or confusion; no engagement checks.
X3 Not Met Overall experience conf 90%
Customer had to repeat email address; agent provided no active assistance to reduce effort (e.g., remote help, guided steps).
Call Transcript13 turns · 13 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 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. 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, [silence]
00:00
Speaker 1
Yeah. [silence] Hi, we're trying to
01:00
Speaker 2
Please press eight. 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 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] [silence] To hear these options again, press eight. [silence] Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support options may be available depending on the issue. [silence] Hi, thank you for calling Airlinesus, this is Joy. How can I help you today?
01:00
Speaker 1
spectrum works. [silence]
02:00
Speaker 2
All right. I have the serial number of your existing device, please. And who's your internet service provider? Back to you. Okay. Let me just check this one. Just a moment.
02:00
Speaker 1
It's, uh, Eileen fox. Yes, fo* X. Oh, I'm sorry, I L E E N the email address. Okay. Yeah, your email address. Okay, eileenfoss.email.com. Correct.
03:00
Speaker 2
Eileene... Eileene Fox. How to spell Eileene? Okay. And lastly your email address. Mm-hmm. Allinefox@gmail.com. Okay. All right, so when you try to connect to the router, what does it say. Like "connected, but no internet connection."
03:00
Speaker 1
It'll blink for a while, but then it's it's it's on all the time now, but we're still not getting a connection. We called Spectrum and well, um first of all, we undid the power cord and then plugged it back in. Then we called Spectrum and they reset it for us and they said that's working. And then we we restarted the modem. Mhm. [silence]
04:00
Speaker 2
What trouble shooting steps have you done so far before calling? Okay, I see. Mm-hmm. Okay. So for that one if your router won't reconnect to the modem and also if Spectrum reset it on their end, you might need to reset the router also back to its default settings and then set it up again from scratch like setting up a new router.
04:00
Speaker 1
Hmm. I'm not sure how to do that. OK. Um, will the computer give instructions, Katie? OK. Mm-hmm.
05:00
Speaker 2
In order for it to reconnect using modem, like, um, there's the reset button at the back of this router, the red one. You just have to press and hold it for 30 seconds to make sure it was properly reset. And then the network name will go back to Lynsys, the one that's at the bottom, as well as the password. And then you need a computer for this one to do the setup process. And yeah, I need, um, yeah, on the computer, you need a computer since it needs a, um, web browser. But as per checking here on my end, ma'am, this router is no longer under warranty, so we can no longer provide free technical assistance. But I can send you an e-mail regarding this matter.
05:00
Speaker 1
can you just send the email? is that is that free of charge? yeah, okay. all right. Yeah, that sounds right. Okay. yeah, we'll find some way to. okay. all right. thank you very much. okay, thank you.
06:00
Speaker 2
Yeah, the instructions for the setup or you can also avail the paid service that's $15 an hour. Yeah, sure. I'll be sending you the email. Yeah, that's free of charge for the email. So, um, let me just verify the email L F for Echo E for Echo M for Nancy FOX Gmail.com correct. All right. So, I'll just send you the email instructions right away after this call, all right? All right. Thank you. Okay. So, just reset your router first. You're welcome, ma'am and have a good day. Bye.
06:00