V2 Rubric Detail — f86129cc-66a6-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-12 21:37
Duration
6m 52s
Contact
Whitney Sharp
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133316
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: Agent avoided proper troubleshooting and falsely claimed the EA6350 was out of support with no basis, constituting avoidance/evasion (critical failure B).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent incorrectly declared the EA6350 unsupported, provided factually inaccurate information, and abandoned troubleshooting after minimal effort. No diagnostics were performed, no ownership taken, and no empathy shown, resulting in an unresolved case and a critical failure due to evasion of support responsibility.

V1 Case Analysis

Customer reports EA-6350 router not providing Wi-Fi after storm. Agent incorrectly claimed support ended in 2025 and no firmware updates available. No troubleshooting performed; offered generic guide. Issue unresolved.

Troubleshooting Steps
  • Confirmed model number (EA-6350)
  • Asked if router was reset
  • Asked if Wi-Fi SSID is still visible
Key Observations
  • Agent failed to perform basic troubleshooting (power-cycle modem/router, check WAN/LED status) despite customer reporting ISP-confirmed upstream service (05:00).
  • Agent provided materially false technical information: claimed EA-6350 support ended in 2025 and no firmware updates are available (06:00), contradicting Linksys KB (EA Series remains supported with firmware updates).
  • Agent did not guide customer through any KB-backed troubleshooting steps (e.g., reset, LED interpretation, or channel adjustment) for WiFi connectivity issues.
  • Call ended without summarizing next steps or confirming customer understanding (06:00).
Positive Highlights
  • Correctly identified and confirmed the product model number (EA-6350) early in the call (02:00).
  • Asked whether the customer had reset the router and whether the SSID was visible, showing basic symptom isolation (03:00).
Agent Errors / Gaps
  • Provided factually incorrect and materially misleading information about EA-6350 support ending in 2025 and lack of firmware updates (06:00), directly contradicting Linksys KB guidance.
  • Failed to verify internet/WAN status or check router LED behavior despite customer reporting ISP-confirmed upstream service (05:00).
  • Did not perform or guide customer through any KB-backed troubleshooting steps (e.g., power-cycle, reset, LED check) for WiFi connectivity issues.
  • Failed to capture customer email address correctly despite multiple attempts (04:00–05:00).
  • Ended call without confirming resolution, setting follow-up, or providing actionable next steps (06:00).
  • Did not create or reference a HappyFox case, nor indicate any case management discipline.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the product is no longer supported and offered only a guide, without resolving the Wi-Fi connectivity issue or attempting any fix.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked if the router was reset and whether the SSID was visible; skipped essential steps like checking LED status, power-cycling modem, or testing WAN connection.
R3 Not Met Correct resolution path conf 98%
Agent incorrectly declared the EA6350 unsupported and stopped helping, rather than providing best-effort troubleshooting for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic sequence; failed to identify root cause beyond a vague firmware claim unsupported by KB documentation.
T2 Not Met Appropriate tools / resources used conf 96%
Did not use any tools (e.g., local login, LED check, speed test) that could have diagnosed the issue, despite their relevance.
T3 Not Met No misinformation conf 99%
Incorrectly claimed EA6350 will never get firmware updates and that support ended in 2025 — contradicted by KB, which shows no such EOL date.
Communication
C1 Not Met Clear & professional language conf 96%
No call framing, poor transitions, and abrupt ending after offering a guide; lost control when customer expressed frustration.
C2 Not Met Confirmed understanding conf 95%
Used technical terms without adaptation; did not confirm understanding or adjust to customer’s confused delivery.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Failed to take ownership — dismissed the case based on incorrect warranty status instead of attempting resolution.
O2 Not Met Proactive follow-through conf 96%
No specific next steps or timeline; vague promise to 'send a guide' with no confirmation or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the agent’s early termination of troubleshooting.
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 97%
No acknowledgment of storm-related disruption or customer frustration; remained transactional and detached.
X2 Not Met Tone & rapport conf 96%
Did not adapt to customer’s fragmented speech or emotional state; failed to re-engage when customer said 'Go away.'
X3 Not Met Overall experience conf 97%
Customer had to repeat model/serial; agent increased effort by ending call without solution or clear path forward.
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 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 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 1 now. For out of warranty products, page. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products. [silence]
00:00
Speaker 1
IMP, my router is not connecting to the Wi-Fi. The serial number is 14, Uh, 3-0-J-0-181-80, Uh, 3s-0-1.
01:00
Speaker 2
we now product paid support option may be available depending on the issue. Thank you for calling me systems. My name is Jared. Got it what's the model number?
01:00
Speaker 1
07 22 Model number pop, EA-6350. Last night, we had a storm and so this morning I woke up and it wasn't working, but I thought it was because of the storm. So I waited a few hours and then I called our Internet provider and they said everything's working.
02:00
Speaker 2
and the model number? When was the last time it was working? [silence]
02:00
Speaker 1
It's working from the ground up, like we're getting signal. And so they asked what router we have and it's a Linksys Linksys. So um, they said we could call you guys and maybe see if that would help. [silence] Yes. Reset it, unplug it, waited. Plugged it back in and it's still just blinking. Um, [silence] Yeah, the Linksys is here. [silence]
03:00
Speaker 2
Did you attempt to reset the router? Did you press the reset button? Okay. So, if you go to your phone settings, Wi-Fi settings, can you still see the Wi-Fi you created or it's no longer there? It's there. Okay.
03:00
Speaker 1
Biggs dawns and Fiber.
04:00
Speaker 2
internet provider? [silence] and what is your email address? To confirm that it's [silence]W R I T N E Y _e y S H e E R e right? Sorry one more time W [silence] I T... [silence] oh okay [silence] [silence]
04:00
Speaker 1
Yes. They said it's working from the ground up. They were getting signal, but it like, must be the router because the Wi-Fi is working.
05:00
Speaker 2
Got it. Did you call your internet provider? Did they confirm that the modem is working? Let me just
05:00
Speaker 1
Okay. Uh, no, that's all. All right, thank you. Go away.
06:00
Speaker 2
So I checked the model number here based on the model number that you provided, EA6350. Unfortunately, this is one of the product that links is no longer update firmware. There will be no future update update for this one. So, that could be the problem. Also, the support of this ended 2025. So, we cannot longer support this product. What I can do, um, at least I can send you the the guide on how you can troubleshoot it. At least I can do. All right, we can do that. You have other question? All right, I hope you have a good one. Take care. Bye-bye. I'll say next to you. Thank you. Bye-bye.
06:00