V2 Rubric Detail — 0562b494-811c-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 13:41
Duration
7m 22s
Contact
207-676-2231
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#EOS00137446
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

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
Communication2.50/5
Ownership2.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall32.2% (-25.8)

V2 Grader Summary

The agent correctly identified the E-2500 as end-of-life but failed to perform any troubleshooting, leading to an unresolved issue. Critical technical inaccuracies ('5G 6G') violated KB guidance, and the agent showed no ownership by immediately deferring to replacement. While self-help instructions were promised, the interaction lacked diagnostic progress, clear communication, and customer-centered problem-solving.

V1 Case Analysis

Customer has no internet on Linksys E2500 (EOL). Agent confirmed device is unsupported and recommended purchasing a newer model (MX6200 or LN1600). Offered to email generic troubleshooting steps.

Troubleshooting Steps
  • Collected model number (E2500)
  • Collected serial number (10A10C131B9754)
  • Informed customer that the device is end-of-life and unsupported
Key Observations
  • Agent did not perform standard WAN or modem diagnostics before declaring the device unsupported.
  • Warranty status was inferred from end-of-life status without explicit lookup.
  • Serial number was accurately captured despite phonetic spelling.
  • Agent correctly identified E Series as end-of-life per Linksys policy.
Positive Highlights
  • Correctly identified the customer's router model (E2500) and recognized it as end-of-life per Linksys policy.
  • Accurately captured the serial number despite phonetic spelling.
  • Maintained a polite and professional tone throughout the call.
  • Offered to send an email with additional information, providing a self-help path for the customer.
Agent Errors / Gaps
  • Failed to run standard troubleshooting steps (power-cycle modem/router, check WAN status, verify cable connections) before declaring the device unsupported.
  • Did not verify warranty status through official lookup or confirm eligibility for paid support.
  • Provided upsell recommendation without first attempting to resolve the existing issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared the E-2500 end-of-life and advised replacement without attempting any troubleshooting or confirming if the issue was hardware-related; customer remained without internet resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., no LED status check, power cycle, WAN cable verification, or firmware check) despite customer reporting a connectivity issue that could stem from configuration or ISP problems.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the E-2500 as end-of-life and out of support, justifying limited options, but failed to attempt even basic best-effort troubleshooting (e.g., factory reset, manual setup) before directing replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked for model/serial numbers but performed no diagnostic process—no questions about LED status, modem connectivity, recent changes, or error messages; jumped directly to end-of-life declaration.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used no tools (e.g., did not guide customer to check admin interface at 192.168.1.1, suggest modem speed test, or verify WAN status) that would help isolate the problem's source.
T3 Not Met No misinformation conf 95%
Agent inaccurately described the MX6200 as '5G 6G,' conflating cellular 5G with WiFi 6E—a material technical error per KB guidance (adjacent_common_wifi_questions.md) that misrepresents product capabilities.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent greeted and collected necessary information but provided no clear call agenda, managed transitions poorly (abrupt shift to replacement advice), and offered no structured path forward.
C2 Partially Met Confirmed understanding conf 88%
Used simple language and apologized but failed to adapt explanations for the customer's confusion, confirm understanding of 'end-of-life,' or adjust communication for the customer's evident frustration and technical limitations.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent showed no ownership—immediately deferred to product replacement without attempting resolution, troubleshooting, or exploring alternatives; treated the issue as unsolvable rather than investigating.
O2 Met Proactive follow-through conf 94%
Agent committed to sending step-by-step self-help instructions via email within three to five minutes and provided valid replacement model numbers (MX6200, LN1600) for the customer's next steps.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact—no prior case history indicated in the transcript or assessments.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
No escalation was warranted—the E-2500 is end-of-life and out of support; agent appropriately resolved within L1 scope by providing self-help and replacement guidance rather than escalating.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was required given the product status and resolution path provided.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent offered a brief apology ('I do apologize to hear that') but remained transactional, failed to acknowledge the customer's frustration or effort in obtaining serial numbers, and showed no sincere recognition of repeat-contact fatigue.
X2 Partially Met Tone & rapport conf 87%
Maintained a polite tone but used one-size-fits-all responses; did not adjust pace, style, or complexity despite customer's hesitation, confusion, and repeated requests for clarification.
X3 Partially Met Overall experience conf 90%
Customer had to repeat the serial number and wait for an email; agent could have reduced friction by attempting basic troubleshooting verbally or directing to offline KB resources instead of immediate replacement advice.
Call Transcript14 turns · 15 lines
Speaker 1
I am I was just notified yes my cable company spectrum and I'm not online I mean my it's I have no internet and they're talking about call in this and giving the information on my Cisco system they said that could be the problem Silence
00:00
Speaker 2
Oh welcome to linksys support to ensure quality service your call may be monitored certain products will be supported while any support products will have self help options available please have your serial number ready and stay on the line for assistance hello thanks for calling linksys technical support Mrs charm how money assist you with today? Mm-hmm. Oh, I see it. I see. All right. So, you confirm that the modem is working coming from your internet service provider, but no internet connection coming from the router. Is that correct?
00:00
Speaker 1
Right. Okay, the model number is Cisco, Linksys, E-2500. All right. The serail number. Now there's like two of 'em on the back of this thing. I don't know which one you want. Uh, where'd my flashlight go? One of them's oh serial number, okay, serial number. Yes, I got it right here. Okay, it's 10, A Adam, 10, C Charles, 131, B as in boy, nine, 754.
01:00
Speaker 2
I do apologize to hear that one, Tara, but no worry, let me add take a look at that one. But can you provide us the model number and the serial number of your Linksys router? That it, how about the serial number? I'm not sure. Got it. Alright, thank you so much for providing. All right, so based on the record of the cards to this model number and serial number that you provided to me, your device is already part of our end of life or end of support device. It means that we don't provide technical support for this router anymore. And also no updated firmware and we don't manufacture the device anymore.
01:00
Speaker 1
So what do I do? Okay, what do I what do I? Huh? I have to buy it. Okay, where do I get that? I can use what? Oh, so I get out of then. Like I could go down to will say. Yeah, can you go off an SMX staples? Staples would have a router.
03:00
Speaker 2
Can highly suggest to you, Sir, is for you to purchase a latest router, since this router that you have was already outdated and the security of this router is not so secured anymore, Sir. B Um? Ehh. Maybe that's the reason why, um, there's no internet connection coming already. Um, you need to purchase or buy a new router, Sir. Yes. You need to purchase or buy a new router. Um, you can try to check on the Amazon website. If you want to purchase a Linksys router, I can provide you some model numbers, but, if you want, you can also use other brand, Sir, if you want. Other brand, a router. Yes.
03:00
Speaker 1
Okay. Okay. Now where you give me the model numbers. Where would I get those units. Yeah, all right. I'll try in my local stores because right now I can't get on the website because I have no internet. Uh, right. Uh, yeah. I think I got it. Hold on a minute. Let me see something. Maybe it's on my phone. Let's see if I got email on my phone. Uh, hold on a minute. Yeah, all right. I'll try
04:00
Speaker 2
Yes, you can use whatever router you want, sir. But if you want links, sir, I can provide you some model numbers that is capable with your internet service provider. You can try to check it on the Amazon website and also try to check it on your local stores. yes sir what I can do here is I could send you an email instead on how to troubleshoot it on your own so you don't have internet connection, right? you can't access your email? yeah I don't think so.
04:00
Speaker 1
I can still get email on my phone? Sure. Yep. L straffin, S-T-R-A-C-E-I-N. At gmail.com. Okay. Yep, and if you give me some numbers, I can look at service message. I mean staples or whatever, or when I can go online, I'll check with Amazon. Okay. Okay, hold on. LN 1600. And what was the other one? M X 6200. Those are routers.
05:00
Speaker 2
All right. Could you provide your email address so that I could send you the step by step instructions? Got it. But expect an email from me sir, within three to five minutes. And you can just simply follow the steps that I will send you. I see. I could provide you MX 6 200. And also LN 1600. MX 6 200? Yes. [silence]
05:00
Speaker 1
Okay, so [silence] through Cisco? Okay and [silence] but this is kind of use service? Okay and [silence] okay, so how would I go about getting one? [silence] Oh, okay. All right and that's just put a router MX6200 or whatever it is?
06:00
Speaker 2
Yes, sir. That's mesh routers. It's from Linksys sir, not Cisco. Yes. They're both the latest routers sir. They are 5G 6G and why can I then already? So they are good for you to install. You can purchase it on the Amazon and once you purchase it then you can contact us back so that we can assist you in how to set it up Yes. [silence]
06:00
Speaker 1
OK. OK. I can do that. I hope. All right. Well, thank you for your assistance. I'm going to try. Uh-huh. Bye bye for now. Uh-huh.
07:00
Speaker 2
list put it on the search bar. All right. You're welcome, sir, and have a good one and keep safe always. Bye. Far now.
07:00