V2 Rubric Detail — 06f1296e-80a7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 23:43
Duration
6m 47s
Contact
620-440-0683
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#EOS00137374
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA6350 v4

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol4.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution0.62/5
Technical3.12/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall38.1% (-29.9)

V2 Grader Summary

The agent correctly identified the EA6350V4 as end-of-support and provided accurate self-help resources (T2, T3 Met), but failed to perform any diagnostic troubleshooting (R1, R2 Not Met) or best-effort support for an OOW device (R3 Partially Met). Communication lacked empathy and adaptation (X1, X2 Not Met), and the customer experienced unnecessary repetition (X3 Not Met). No critical failures (e.g., discourtesy, abandonment) triggered auto-zero, but the case remained unresolved due to absent diagnostics and poor customer effort reduction.

V1 Case Analysis

Customer unable to connect to EA6350V4 router; device is end-of-support. Agent confirmed status, committed to email setup instructions, and directed customer to AI tool at support.linksys.com. No troubleshooting performed.

Troubleshooting Steps
  • Verified model number EA6350V4
  • Checked internal system for support status
  • Informed customer router is end-of-support
  • Offered to email configuration instructions
  • Directed customer to AI tool at support.linksys.com
Key Observations
  • Agent correctly identified EA6350V4 as end-of-support per Linksys policy, aligning with KB guidance for legacy devices.
  • Provided correct and secure support URL (support.linksys.com) without hallucination or incorrect domain.
  • No basic troubleshooting performed (power cycle, LED check, WAN status) despite customer reporting connectivity issues — a protocol gap even for end-of-support devices.
  • Excessive silence and lack of empathy reduced COMMUNICATION effectiveness.
  • Email commitment and AI tool direction are valid self-help paths for out-of-warranty customers per KB guidance.
Positive Highlights
  • Accurately identified EA6350V4 as end-of-support based on internal system check — correct per KB and Linksys support policy.
  • Provided the correct support URL (support.linksys.com) — no hallucination or incorrect domain used.
  • Collected complete customer information (name, phone, email, model, serial) efficiently and accurately.
  • Offered to email configuration instructions — a valid self-help action for end-of-support devices per KB.
  • Directed customer to AI tool as an alternative support channel — aligns with current Linksys self-service strategy.
Agent Errors / Gaps
  • Failed to perform any basic diagnostics (power cycle, LED check, WAN verification) despite customer reporting connectivity issues — violates standard triage protocol even for end-of-support devices.
  • Long periods of silence without explanation disrupted call flow and likely increased customer frustration.
  • Did not acknowledge customer frustration or provide reassurance — poor customer handling despite correct technical path.
  • Did not verify router lights or ask if the device was powered on — a fundamental step in any connectivity issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the router is end-of-support and only offered to send an email with instructions; the customer's lack of internet was not resolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; the agent immediately concluded the router was bad and provided no diagnostics.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the EA6350V4 as end-of-support and offered self-help resources, but did not attempt any best-effort troubleshooting before directing to self-help.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questions were asked; agent did not identify symptoms or follow a logical sequence to determine root cause.
T2 Met Appropriate tools / resources used conf 89%
Agent used internal system to verify the model’s support status (end-of-support) before providing next steps.
T3 Met No misinformation conf 97%
Information about end-of-support status and the correct URL (support.linksys.com) was accurate and consistent with documentation.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent gathered required info and gave a next step, but call contained multiple long silences, lacked clear framing, and showed poor control during transitions.
C2 Partially Met Confirmed understanding conf 89%
Used simple language but did not acknowledge the customer's frustration or adjust tone; communication remained transactional and generic.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent took ownership of sending the email but did not attempt any troubleshooting before ending the call, violating OOW standard requiring best-effort support.
O2 Met Proactive follow-through conf 95%
Clearly communicated that an email would be sent within 2–3 minutes and instructed the customer to check it after the call.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for an end-of-support product with no escalation trigger.
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 94%
Agent offered no empathy or acknowledgment of the customer's frustration; tone remained purely procedural with no validation of effort.
X2 Not Met Tone & rapport conf 91%
Did not adapt pace or tone to match customer; interaction felt robotic and disengaged, with no active effort to maintain connection.
X3 Not Met Overall experience conf 93%
Customer was asked to repeat serial and model information multiple times; agent did not use first input, increasing customer effort unnecessarily.
Call Transcript14 turns · 14 lines
Speaker 1
yes, we are having problems with our router and we were told by the internet company to download the app and try to get on it and go through there, but we can't even connect to the router or the app because our router is bad, I guess. Yes.
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. Thank you for calling LinkSys. This is Carla. How may I help you? Okay. All right. [ silence ] Oh, oh. [ silence ] [ silence ] Um, will you test your network, uh, equipment? Okay. We're actually really sure it's the router. [ silence ] Oh, okay. Oh, let me find my device. [ silence ] [ silence ] Have you a designated directory? Uh, can I install reinstall it and put a different one in it? [ silence ] [ silence ] [ silence ]
00:00
Speaker 1
This is the first time Sure. Serial number There's an S slash N YELLO for zero M as in Mary to C as in Catholic 900 449 Yeah.
01:00
Speaker 2
Okay. May I just model number engineer eel number your link router? Yes, yes correct. Okay, what's the model number? again ma'am that's one for white for Yellow 40 M for Mary.
01:00
Speaker 1
Yes, ma'am. The model number is EA6350V4. Oklahoma. Uh, k a n. Um, United States. Yeah, K A N O K L A.
02:00
Speaker 2
two two and then C for Charlie 900449 okay how about the model number okay and um who's your Internet provider okay your calling from what country, ma'am? okay it can oh that's oh other the um okay la okay all right
02:00
Speaker 1
Yes. Yes. Yes, it's 620-440-8428. My first name is Melanie, M-E-L-A-N-I-E, and my last name is Chitwood, C-H-I-T-W-O-O-D. It's my last name, Chitwood, C-H-I-T-W-O-O-D. My email is the number three M-Y at hotmail.com.
03:00
Speaker 2
You're having a problem right now with the Internet connection, correct? All right. Ma'am, can I have your phone number? Uh-huh. How about your first name and last name? Okay, and email address? Okay, thank you so much for this information and again your Internet.
03:00
Speaker 1
yes. Yes. Yes. Uh-huh.
04:00
Speaker 2
Your current problem is no Internet connection using your router, right? Okay. Okay. All right. So, you have the EA6350. It shows it is version 4, right? Okay. Hold on. All right. It shows it here on our system, Ma'am, that your router, the EA6350, is one of our routers that is already end of support. [silence]
04:00
Speaker 1
What do you say that, that's. Okay. Okay. Okay. Okay. Okay. Okay.
05:00
Speaker 2
That meansmam, end of support that means, Linksys is no longer providing technical assistance to your router.mm. What we can offer ma'am is we can send you an email with instructions on how to configure this router.mm and also, you can also take advantage of our AI tool that can be found on our website, and that is support.linksys.com. mm hmm. So, again for our AI tool, or AI agent, that's support.linksys.com. And then for the email instructions, ma'm, I'll send it to your email, which is [email_protected]@hotmail.com..msd. and that is support@linksys.com.] logo. mm hmm. So, again for our AI tool, or AI agent, that's support.linksys.com. And then for the email
05:00
Speaker 1
Yes. Yes. Okay. Okay. Okay. Oh. Okay. Okay. I can do that. Alright. Okay. Thank you. You too. By- Bye.
06:00
Speaker 2
So sent it to you, then just follow the instruction that was given to you. Okay? Right, and just give me like around two to three minutes, to send you an email, ma'am. Okay, you can after our call, just check your e-mail after two to three minutes. Okay. Right. Then, you're welcome. Then, so thank you for calling Linksys, ma'am. This is Carla, just wait for the e-mail. Okay. You're welcome. So, thank you for calling Linksys. This is Carla, have a great day to you. Good bye.
06:00