V2 Rubric Detail — fd3d6d9e-5f98-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 22:10
Duration
9m 19s
Contact
David Johnson
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132131
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RE6500 reconfiguration
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to provide free troubleshooting for an out-of-warranty device, violating the OOW best-effort standard and abandoning the customer’s technical need.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-64.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly denied support due to warranty status, and violated OOW policy by requiring payment. No technical assistance was provided, empathy was absent, and escalation was not initiated despite customer distress. The interaction resulted in complete failure to resolve or progress the issue.

V1 Case Analysis

Customer unable to set up RE6500 extender; out-of-warranty; offered paid support or email guide; customer declined and call ended without resolution.

Troubleshooting Steps
  • Verified serial number and model.
  • Checked warranty status (out of warranty).
  • Offered paid support and free email guide.
Key Observations
  • Agent offered a free email guide after customer refused paid support, aligning with policy for out-of-warranty self-help.
  • Customer became abusive early ([07:00]), which derailed troubleshooting despite agent attempting to provide options.
  • No technical troubleshooting was attempted due to customer refusal, but agent did not withhold all information.
Positive Highlights
  • Correctly identified product model (RE6500) and serial number (14S10P0AB035) at [02:00].
  • Collected full customer name (David Johnson) and email (399@gmail.com) accurately.
  • Eventually offered a free self-help path (email guide) after customer pushback, complying with out-of-warranty support policy.
  • Maintained composure and professionalism despite verbal abuse from customer.
Agent Errors / Gaps
  • Initially framed support as paid-only before mentioning free email option, creating perception of upsell-first approach.
  • Did not acknowledge or validate customer frustration after [07:00], missing de-escalation opportunity.
  • Failed to provide even high-level setup steps verbally before defaulting to email, reducing perceived helpfulness.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
No resolution was achieved; the customer ended the call angry and without any troubleshooting steps being performed.
R2 Not Met Diagnostic thoroughness conf 98%
Agent skipped all diagnostic steps and jumped directly to warranty status and paid support offer without attempting any troubleshooting.
R3 Not Met Correct resolution path conf 97%
Agent cited out-of-warranty status as a reason to deny free support, violating the OOW standard requiring best-effort troubleshooting regardless of warranty.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No symptom clarification, no questions about current setup, no logical diagnostic flow — agent proceeded straight to policy discussion.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use any tools (e.g., KB, remote verification, setup steps) that were necessary to diagnose or resolve the extender setup issue.
T3 Not Met No misinformation conf 95%
Agent incorrectly stated that paid support is required for OOW devices, contradicting documented policy that free best-effort troubleshooting must still be offered.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, lost control of the call, and allowed it to deteriorate into hostility without intervention.
C2 Not Met Confirmed understanding conf 95%
Agent used generic, unempathetic language and did not adapt communication style to the increasingly frustrated customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent refused to take ownership by offering only paid support instead of attempting a resolution within free support scope.
O2 Partially Met Proactive follow-through conf 85%
Agent mentioned sending setup guidelines via email, but provided no timeline or confirmation, leaving next steps incomplete.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Despite clear customer frustration and abusive language (triggering escalation protocol), agent did not escalate and continued with inappropriate responses.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was attempted, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy, failed to acknowledge customer frustration, and responded with a sales pitch instead of de-escalation.
X2 Not Met Tone & rapport conf 95%
Agent maintained a rigid, transactional tone despite the customer’s emotional state, failing to adjust pace or approach.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by introducing a payment requirement and failing to provide immediate help available under OOW policy.
Call Transcript20 turns · 20 lines
Speaker 1
Yes, I'm trying to reset up my uh extender uh I hadn't used it probably in I don't know a year and a half two years.
00:00
Speaker 2
welcome to Links, 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.links.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. 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] Thank you for calling Links. This is Ace. How can I help you?
00:00
Speaker 1
They had sent me a new router that was a lot stronger so I didn't need it then, but now I'm wanting to set the extender back up to go to a different uh, section, go to my garage basically. [16:01] And I can't seem to get it to connect and set back up. [16:05] [16:07] [16:16] [16:20] Yes, hold on a second here. Let me flip it inside down. [16:29] The serial number is one four. [16:32] S [16:35] 1 0 P [16:40] 0 [16:41] A as in apple B as in boy [16:48] 035. [16:50]
01:00
Speaker 2
Okay. Um, may I have just to see your number of your lincoln device? [silence]
01:00
Speaker 1
For one, five. Yes, yes, it is. This this is the only one I have.
02:00
Speaker 2
Let me verify again. The serial number is one, four S for Sam, one zero P for Peter, 0A for alpha, B for Bravo 003415. Is that correct? And you only have this Linksys device, no other links device or product? Okay, so this links device is a range extender model RE6500.[silence]
02:00
Speaker 1
This no, it was set up on my old router a couple years ago. And then when I got the new router, it was strong enough that I didn't need this, but I've tried to reset it up to the new router and I haven't had any luck with that happening. David Johnson? Yes. That's Dave Johnson. One,
03:00
Speaker 2
This is the one you mentioned that you haven't yet used or set up? I see. Right. Uh I'll create a record first for you, Sir. May I know your name? David Johnson. Uh what about your email address?
03:00
Speaker 1
3 9 9 at gmail.com.yes Well, I if you're go, are you using my are you going to my email? oh my first name is David, but I may have I may have used Dave, but I go by David normally, but but it's actually David. D A V I D [silence] right?
04:00
Speaker 2
Davin, all. Dave Jayjan son one, three, nine, nine at Gmail dot com. All right, let me uh clarify again uh David, the spelling of your name is D-A-V-I-D for David. No, your first name first, David. Yeah. All right. And your last name Johnson is spelled as J-O-N-D.
04:00
Speaker 1
Yeah, that's correct. Yeah. Spectrum? Yes. Yes, it is. Correct. [silence] Correct.
05:00
Speaker 2
SON. And for your email address, you use your name, Dave, D-A-V-E. All right, thank you. Uh, may I know who is your internet service provider? And you mentioned about, uh, your new router, is it from Spectrum? So that router is not a Linksys product. It's, uh, router from Spectrum, correct? All right. So, you've already set up the router since it's from Spectrum and you want to add this range extender to your.
05:00
Speaker 1
correct okay still
06:00
Speaker 2
you router but you could not uh imported or set it up all right okay this is essential range extender is model re6500 we uh i can walk you through how to set it up or add it add it as an extender to your router but before we proceed on that day i have to update you first of your range extender warranty status because by checking on our system our records indicate that this range extender you have is already out of warranty it expired last 2023 So there.
06:00
Speaker 1
So, you're like, you're, you're telling me that you can't help me then because it's not under warranty? No, you know what, you know what, you know what I can do that's a lot cheaper? I can throw your fucking range extender in the fucking trash can and go buy a brand new one from a different company. Which do you think's going to be easier for me to do? [silence] Answer the question. [silence]
07:00
Speaker 2
So I could not provide you a free technical support with regards to uh helping you set up this range extender. Uh I can help you or walk you through the uh guidelines but you will have to apply for the paid connect service uh which means you will have to pay 15 US dollar for me to proceed on walking you through the steps. Well, a what a Well, you will have to spend more money than [silence]
07:00
Speaker 1
What's that? No, no, no, no. What I, what I think you don't understand is, is that if I have to pay for support from a company, which I've never had to do before, I'm not going to fucking start that now. So, you can take this extender. If you were here right now, I'd just take it and show it right up your fucking ass.
08:00
Speaker 2
It would be easier for you to uh proceed with setting up your range extender because uh that range extender is still working. You can still use that if you buy a new um range extender. It will cost you more than the paid support. But I'd like to inform you, Dave, that if you don't want Mhm. Okay. Dave, if you don't want to apply for the paid support, we still have the email support which is free. I can just send you the guidelines to your email address.
08:00
Speaker 1
No. Let's just let's just let's just get rid of all your services and I'll make sure that I won't recommend your company for a fucking thing. You guys are pathetic. Stop selling these things.
09:00
Speaker 2
and you will be the one doing the troubleshooting steps.
09:00