V2 Rubric Detail — f79369ca-73ca-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 14:58
Duration
10m 44s
Contact
JoAn Pederson
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135165
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ 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 – agent refused to perform basic troubleshooting and instead pushed a paid service without attempting to resolve the issue.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent never performed any diagnostic steps for the customer's connectivity problem, incorrectly told the customer that out‑of‑warranty devices receive no free help, and pushed a paid service instead. Empathy and communication were lacking, and no clear next steps were set, resulting in an unresolved call.

V1 Case Analysis

Customer (EA7200) reported no internet connectivity. Serial number captured. Agent confirmed device out of warranty, offered paid Connect service ($15), and suggested new router purchase. No troubleshooting performed.

Troubleshooting Steps
  • Requested and captured model number (EA7200) [04:00]
  • Attempted to capture serial number (eventually successful) [04:00]
  • Asked for ISP (Spectrum) [05:00]
Key Observations
  • Agent did not perform any basic troubleshooting (reboot, LED check, WAN verification) despite customer reporting a clear internet connectivity issue.
  • Serial number was initially garbled but eventually captured correctly; agent did not verify warranty status via system lookup.
  • No empathy demonstrated for elderly customer struggling with small print and technical complexity.
  • Agent failed to follow required protocol: skipped diagnostic steps, did not confirm environment (e.g., modem status), and did not offer any self-help resources.
Positive Highlights
  • Correctly identified the router model (EA7200) from customer description [04:00].
  • Successfully captured the serial number despite initial difficulty [04:00].
  • Clearly communicated the cost and limitations of the paid Connect service [07:00].
  • Provided customer with purchase options (Amazon, Best Buy, Linksys) for a replacement router [08:00].
Agent Errors / Gaps
  • Skipped standard troubleshooting flow for internet connectivity (per universal_escalation_guide.md Quick Decision: 'Router won't connect to the internet' → 'Confirm ISP credentials and reboot modem + router').
  • Failed to verify warranty status via system lookup; relied solely on model age to determine eligibility.
  • Provided paid-support option without first offering free self-help steps (e.g., reboot, LED check, ISP contact) as required by protocol.
  • Did not acknowledge customer's age and difficulty reading the label; missed opportunity for empathy and clearer guidance.
  • Did not collect or confirm critical environment details (e.g., modem status, LED color, previous ISP troubleshooting steps).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never performed any troubleshooting and only offered a paid service or upgrade; the connectivity issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic steps (reboot, speed test, firmware check, etc.) were attempted before concluding.
R3 Not Met Correct resolution path conf 95%
Agent told the customer that out‑of‑warranty devices receive no free troubleshooting, which contradicts policy that requires best‑effort assistance.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask any probing questions about power cycling, LED status, ISP details, or other symptoms.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, admin UI, speed test) were used even though the issue required them.
T3 Not Met No misinformation conf 95%
Incorrect statement that out‑of‑warranty devices receive no free troubleshooting; also no accurate guidance on next steps.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent greeted, collected basic info, and gave a closing, but did not set clear expectations or guide the troubleshooting flow.
C2 Not Met Confirmed understanding conf 90%
Agent did not adjust language for a 92‑year‑old who struggled to read the label, nor did they confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent offered a paid service without attempting to resolve the issue themselves, showing lack of ownership.
O2 Not Met Proactive follow-through conf 93%
No concrete next steps or timeline were provided; only a vague suggestion to purchase a new router.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was clearly warranted at this point.
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 gave no empathy for the customer's age, difficulty reading, or frustration; tone remained purely transactional.
X2 Not Met Tone & rapport conf 92%
Agent did not adapt to the customer's slower pace or repeated requests for clarification.
X3 Not Met Overall experience conf 93%
Agent required the customer to repeat serial numbers and did not offer alternative ways to capture the info, increasing effort.
Call Transcript18 turns · 19 lines
Speaker 1
Well, uh, Specrum told me to call you.
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 dot linksys dot com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. 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. [silence] Hi, thank you for calling Linksys Technical Support. My name is Dylan. I'm going to help you today.
00:00
Speaker 1
i thought that the problem was with, um, your device, and so here I am, and I'm looking at the bottom of the, and it says, have your serial number. I'm not sure which is the serial number. I've got a, what I've been using as a password, um, and there's other numbers, but I don't see anything identified. Well, uh, first of all, I'll tell you, I'm 92 years old. I'm going to say, uh, some of the print is so tiny, I'm going to have to get a magnifying glass. It might say, it might specify serial number, but I can't read the numbers. They're a little bit bigger, but um, if I start the number, will you be able to tell like 32X or E? Yeah, My name is Joanne, J-O capital A-N, and my last name is Peterson, P-E-D, as in Denver, E-R-S-E-N. Peterson, P-E-D, as in Denver, E-R-S-E-N. Yes. Yes.
01:00
Speaker 2
Joan.Can you repeat that answer? Peter san. Okay, sir. It's jpeter.w@gmail.com.
02:00
Speaker 1
[silence] Oh, hold on a second. W277 N1390 Spring Hill Drive Pewaukee. 277. I don't know my email. I don't, unless we're going to do something right now. And I can I got so many emails that I can't I don't keep track of them. Well, that's the question. What's the model number? I have to get a magnifying glass. Just hold on a minute.
03:00
Speaker 2
for Carsten email address uh I'm sorry your email address car your email address don't use your email and okay um now can you provide me the model number and the serial number of your Linksys router please you can find it underneath the Linksys device all right sure silence
03:00
Speaker 1
Okay, the model number is capital E capital A seven two zero zero. The serial number is three two X capital X two zero capital M two five capital B No, I guess it's a letter. Number eight. I think yeah it's a number eight zero zero seven nine three. [silence]
04:00
Speaker 2
all right, how about the serial number sir? okay, let me just repeat that one sir. it's three two x for x-ray. two zero m for mike
04:00
Speaker 1
Take. Correct. Okay, my internet service provider, did you say spectrum? No. I have two other TV. They're both, they're both working. It's this one that's a zoom. Oh, there's it's not, that's not connected to the internet and I tried the following the directions and I got to fire. I put
05:00
Speaker 2
25 B or 8. 0. 0. 7. 93. All right. Thank you so much for that one, sir John. And uh let me just finish up the record here. Uh by the way, um I know who's your internet service provider. Yes. spectrum ? Ok. All right, sir. So, prior to having this issue, what's your power outage or internet outage?
05:00
Speaker 1
Oops. Something's wrong. And that's, I called spectrum and went through the same performance with them. And that's when she told me to call you. in. So, um, okay. Um, I can help you rate the call. Yes.
06:00
Speaker 2
I see. Uh-huh. All right. So, here's the thing, uh, uh, uh, uh, Joan, actually the device that you have right now is actually one of our, like, um, oldest, oldest model. Like, it's, um, it's actually already part of our end of life devices, which means we no longer manufacture the router and update its firmware. Uh-huh. Well, technically, uh, what I can suggest is that you, you may consider upgrading
06:00
Speaker 1
Well, is that going to work if the router is old? Is that the problem that the router is too old? Yeah.
07:00
Speaker 2
Guys the device that you have right now as well based on the information you provided me it's actually already out of warranty sir unfortunately for out of warranty devices we no longer provide a free troubleshooting assistance over the phone however we do have an ongoing support through our paid connect service for a one-time fee of $15 there there is no guarantee that it will resolve actually we do have uh yeah is what I mentioned [silence]
07:00
Speaker 1
Well, I've had a number of problems already, so I don't want to keep on. Well. Well, well, I don't know what's up to me to get another one or or or, You know, [silence] OK. OK. [silence] [silence] [silence]
08:00
Speaker 2
We do have this paid connect service, but it's not guaranteed that it will resolve your issue. So, um, we actually... Mmm. Yeah, I would also be considering, you know, upgrading into a new one, with you're having and you may encounter more issues in the future if you keep that specific modal or router. Well, you can actually coordinate with the Spectrum. I believe they have, um, well, they have their own router, but if you wish to have the the same model, you can just reach out or connect or check through online retailers like Amazon, Best Buy, or Linksys.
08:00
Speaker 1
okay. okay. I can, I can get one at Amazon, you're saying, if I have to get it myself, huh? yeah, okay, well, thanks for your information, and I'm going to let it go for now, then. I'll have to decide what I want to do. Okay. Okay. okay. thank you. all right. all right. all right, you too, byebye. [silence]
09:00
Speaker 2
Yes, sir. All right. You're very much welcome and thank you as well for calling Linksys. If ever that uh, you were able to procure a Linksys device in the future just don't hesitate to give us a call back so that we can help you on setting it up. All right. You're very much welcome. Have a great day. Bye for now.
09:00