V2 Rubric Detail — 02d463c2-7ee1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 17:33
Duration
5m 21s
Contact
714-960-4030
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-53.8)

V2 Grader Summary

The agent failed to perform any technical diagnostics for the Roku disconnection issue, ignoring the customer's request for firmware guidance. The agent prematurely concluded the device was EOL and provided confusing, contradictory information about Wi-Fi generations (5, 6, and 7), resulting in an unresolved case.

V1 Case Analysis

Customer reports Roku disconnects from mesh Wi-Fi. Agent confirmed device is end-of-life with no firmware updates and advised upgrading to Wi-Fi 6/7 router. No troubleshooting performed.

Troubleshooting Steps
  • Collected serial number from customer
  • Verified product status in internal system
  • Confirmed device is end-of-life and has no firmware updates
Key Observations
  • Agent did not confirm the exact router model number before giving advice, relying only on serial number.
  • No troubleshooting of Roku connectivity, Wi-Fi signal quality, or band compatibility was attempted.
  • Agent correctly identified the device as end-of-life but defaulted to an upsell without exploring possible workarounds.
  • Customer's actual issue (Roku disconnection) was not diagnosed — advice was based solely on device age and support status.
  • Agent did not verify whether the Roku is connecting on 2.4GHz or 5GHz, which is critical for stability (per adjacent_smart_home_iot.md).
Positive Highlights
  • Accurately identified that the router is end-of-life and has no firmware updates based on serial number ([03:00]).
  • Provided a clear and technically sound recommendation to upgrade to a Wi-Fi 6 or 7 router for better performance and support.
  • Correctly assessed that a Wi-Fi 5 router from 2018 is outdated and may not support modern streaming demands ([04:00]).
Agent Errors / Gaps
  • Failed to verify the router model number despite asking for it ([01:00]).
  • Did not perform any connectivity or Roku-specific troubleshooting steps (e.g., signal strength, band selection, password re-entry).
  • Did not check if the Roku is on the correct Wi-Fi band (2.4GHz recommended for streaming devices per KB).
  • Did not suggest basic troubleshooting like restarting the Roku or router.
  • Did not inquire about warranty status or support eligibility beyond stating the device is end-of-life.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the Roku disconnection issue; instead, recommended replacing the router without confirming if the issue was actually due to the router's age or firmware.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were performed (no firmware check, no Roku or network diagnostics); the agent only looked up the serial and declared the device end-of-life.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified the router as end-of-life and out of warranty, and recommended upgrading — a valid path — but failed to attempt any best-effort troubleshooting (e.g., firmware check, Roku-specific advice) before concluding replacement was necessary.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent failed to identify symptoms or root cause. The customer explicitly asked to update firmware to see if the issue was Linksys or Roku, but the agent never probed the Roku's behavior or network status, jumping straight to EOL status based on the serial number.
T2 Not Met Appropriate tools / resources used conf 98%
Agent failed to use any diagnostic tools or KB-guided steps. Per adjacent_streaming_devices.md and adjacent_smart_home_iot.md, the agent should have guided the customer to check router settings (e.g., http://192.168.1.1) or verify the 2.4GHz band, but relied solely on a serial lookup.
T3 Not Met No misinformation conf 95%
Agent provided contradictory and confusing information regarding Wi-Fi standards, stating 'Wi-Fi five or seven' and then 'Wi-Fi six or seven'. Furthermore, the agent claimed the device is EOL and has no updated firmware, but failed to provide the 'best-effort' troubleshooting required for OOW/EOL devices (e.g., factory reset or basic connectivity checks) as outlined in the OOW standard of the rubric.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear framing; agent interrupted and failed to maintain control — conversation became disjointed with unclear transitions and no agenda setting.
C2 Not Met Confirmed understanding conf 93%
Agent used generic language, did not adapt to customer’s uncertainty, and failed to confirm understanding — e.g., did not explain EOL implications clearly or check if customer followed.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — offered no diagnostic effort, no follow-up, and closed the case by directing customer to buy new hardware without exploring alternatives.
O2 Not Met Proactive follow-through conf 95%
No specific next steps provided (e.g., how to verify firmware, where to buy, what specs to look for); only vague suggestion to 'check online'.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within scope of L1 support, though mishandled.
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%
Agent showed no empathy — did not acknowledge customer’s frustration with recurring Roku disconnects or the burden of potential replacement cost.
X2 Not Met Tone & rapport conf 95%
Agent maintained a flat, transactional tone and did not adjust pace or style despite customer’s confusion and repeated attempts to clarify.
X3 Not Met Overall experience conf 94%
Customer had to repeat information (serial, model); agent did not leverage provided details efficiently or reduce steps (e.g., could have guided firmware check).
Call Transcript12 turns · 12 lines
Speaker 1
I have a mesh modem and I'm using Roku and every so often it throws out Roku out of it. You know what I mean, so I'm getting a lot of spinning and I just want to know if my, just someone just to tell me how to just update the firmware to see if it's not Linksys or it's probably Roku. So I'm just trying to figure it out. So if they give you my serial number, would that help you, my Mac number?
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service. Your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.Linksys.com for more information about your product. [silence] Hello. Thank you for calling Linksys Technical Support. This is Charm. How can I assist you with today?
00:00
Speaker 1
Which one do you want? Yeah, I know it's 25, Frank is an F 10603846831. And if I need a new leakage system, I'll get it but I just try to figure out which one what's the problem? It's just that it throws out. It says I'm not getting internet connection. And I and all my other stuff is working. Well, my my phone is working. The other TV, you know what I mean? It's all working but that, so I'm wondering if it's just I'm not sure. It was just a weird problem and I just figured I need probably update the firmware on this anyway. So...
01:00
Speaker 2
Yes, can you provide the serial number, the serial number and the model number? Serial number. Every time you sign in or connect your wireless, what's the error message you're getting? I see. But your internet is working oh I see
01:00
Speaker 1
Say that again. Correct. Well, it's connected now, but but it bounces me out. Every if I, if I, if I was watching a movie, it'll bounce me out. Um, Spectrum. So I wanna know which direction to go if it keeps on happening. No, No, No, I, I mean, I love the router. It seems like it works great, so, but it's fairly old, so. What's, what's the um obsolescence on the on the on the routers? The last seven years, five years? What's normal?
02:00
Speaker 2
So only the Roco is not working. Got it. Only the Roco is not working or connected. Is that correct? Let me double check. And also you may know, is your Internet service provider? That
02:00
Speaker 1
10 years? Okay. Okay, I don't even know what I have, how I will distinguish. Yeah. How many do you sell them? Or do I buy it? I mean, so I have to look for a Wi-Fi. Okay. Yeah. [silence]
03:00
Speaker 2
would check. um 10 years here. uh five to 10 years yes. Okay, so based on the record here sir with this model number that you have, um this device was already part of our end of life device, it means that there is no updated firmware for this router anymore. and also since no updated firmware for us, you need to upgrade your latest one like a Wi-Fi 7 router. since you have a let me double check here. I think it's a Wi-Fi five, it's a Wi-Fi five. Yes, you need to look for a Wi-Fi 6 or 7 router and you need to check it on the Amazon website or um on your local store.
03:00
Speaker 1
So it's it's a Wi-Fi five or seven router, okay, you said five, okay, six or seven. Yeah, okay, I will do that. I mean, how old is this now? And so it's, it's due, so I got my money to, or yeah, I mean, I don't have a lot. We don't do a lot. I mean, you know, kids are like kids that play games, but we're just doing internet stuff. Okay. So, yeah, I want to know because I know that I can get a router through spectrum, but they're going to charge me monthly. Some I will buy one. Do you know what these run what they cost around? This is a four-part figure. I have to know the exactly.
04:00
Speaker 2
Wi-Fi six. Wi-Fi six or seven. Ye. Okay, let's me see here. I see that you have this router since 2018. It's been eight years. Yeah, it's already outdated. Yes. Yes, sir. I I cannot guarantee it.
04:00
Speaker 1
Yeah. OK. I will. All righty. That's what I want to know. I figured I needed a new one. OK. Thank you. Bye bye. Bye.
05:00
Speaker 2
That's exactly what's the problem. We don't have the list of that, but you can try to check it online. All right. Thank you so much. Bye for now.
05:00