V2 Rubric Detail — 078fc31c-805c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 14:46
Duration
6m 16s
Contact
603-755-4422
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#EOS00137263
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA6350

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.62/5
Technical3.12/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp2.50/5
Overall46.1% (-13.9)

V2 Grader Summary

The agent correctly identified the EA635 as end-of-life and recommended an MR2000 upgrade but failed to troubleshoot the reported buffering issue. No diagnostic steps were taken, and the customer was left without concrete next steps or empathy, resulting in an unresolved call. Technical accuracy was maintained, but resolution and customer experience suffered due to lack of investigation and support guidance.

V1 Case Analysis

Customer (Shirley Fitzgerald) reported buffering and needed help locating serial number on EA635. Agent confirmed model and serial (14Y20), advised device is end-of-life and unsupported, and recommended upgrading to MR2000. No buffering troubleshooting performed.

Troubleshooting Steps
  • Requested and recorded serial number (14Y20)
  • Confirmed router model as EA635
  • Informed customer that EA635 is end-of-life and unsupported
Key Observations
  • Agent correctly identified the EA635 as end-of-life and unsupported, aligning with Linksys KB guidance.
  • No troubleshooting steps were taken for the reported buffering issue, leaving the primary problem unresolved.
  • Agent provided a clear, actionable self-help path by recommending a specific supported model (MR2000) with purchasing options.
Positive Highlights
  • Successfully guided customer to locate and provide serial number (14Y20).
  • Correctly identified the router model as EA635 based on serial number and product knowledge.
  • Accurately informed customer that EA635 is end-of-life and no longer supported by Linksys.
  • Provided a specific, supported upgrade recommendation (MR2000) with purchasing options (retail/Amazon).
  • Maintained clear and professional communication throughout the call.
Agent Errors / Gaps
  • Failed to perform any troubleshooting for the buffering issue despite it being the primary symptom.
  • Did not verify warranty status through official lookup, relying solely on product age/status inference.
  • Did not offer any interim self-help steps (e.g., power cycle, placement check, speed test) before recommending hardware replacement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never addressed the buffering problem; only suggested buying a new router without any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps were performed for the reported buffering; agent moved directly to product status without diagnosing network performance.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the EA635 as end-of-life and recommended MR2000, but failed to provide best-effort troubleshooting (e.g., firmware check, power cycle) before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No diagnostic questions about the buffering (e.g., wired vs wireless, device count) were asked; root cause was not investigated.
T2 Met Appropriate tools / resources used conf 80%
Agent stated they 'double checked on our end,' indicating use of internal tools to verify product support status based on serial number.
T3 Met No misinformation conf 90%
Information that EA635 is end-of-life and MR2000 is a current model is accurate per Linksys support lifecycle policies.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set limited expectations about lack of support but did not structure the interaction with clear steps or manage transitions effectively.
C2 Met Confirmed understanding conf 85%
Agent used simple language and repeated key requests (model/serial), adapting to the customer’s self-described lack of technical knowledge.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on the call, did not transfer, and provided a recommendation, demonstrating ownership of the interaction.
O2 Not Met Proactive follow-through conf 90%
No specific next steps, timeline, or follow-up were provided; suggestion to 'look into' a new router is vague and lacks actionable detail.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted, as the issue was within L1 scope (OOW device guidance).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge the customer’s frustration or loss, but maintained a neutral, polite tone throughout without impatience or dismissal.
X2 Partially Met Tone & rapport conf 75%
Agent used consistent pacing and simple terms, but did not actively adapt tone to the customer’s emotional state (apologetic, overwhelmed); missed opportunities to reassure.
X3 Partially Met Overall experience conf 70%
Agent avoided re-asking information and gave a direct recommendation, but did not reduce effort by offering self-help links, KB articles, or remote tools that could assist an inexperienced user.
Call Transcript10 turns · 12 lines
Speaker 1
Welcome to a support. Oh, serial number. Yes, I had just got through talking to spectrum, and I'm looking for the security number on this thing, and he, they've checked the equipment, I've been having trouble with buffering, uh a lot of it, and uh he said everything is working fine to call you. And I'm, where would I find any numbers? on this machine.
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. Hi, thank you for calling Linksys. My name is Ven. Can I help you today? Mhm. I see. should be located underneath the [silence].
00:00
Speaker 1
Oh, underneath it. Okay. Okay. I'll pick it up. Please bear with me. Uh, all right. Oh, all right. Whew. The model. Uh, my is that that book the Rhadam, uh, modem. Or the router. I'm really stupid about this stuff, and I'm sorry. Um, would you repeat what you said? I sure, uh, wireless pass, okay. This network. Um, is it the very long number? Serial number? Yep, it's one four Y 20.
01:00
Speaker 2
can you double check what's the model of your router? [silence] the Linksys, the Linksys router. Underneath the router, there should be a model number. Can you double check? [silence] What's the serial number?
01:00
Speaker 1
0, Yeah. That's it. You got it. Okay. Oh, Shirley Fitzgerald. My account was under Gerald, but I'm his wife. He died. Sure. [silence] [silence] [KEEP_UNCERTAIN] No problem. Thanks. Yes. Oh. Oh, that's why I'm having so much trouble. I I think. Okay, so what do I do? okay. Would I be able to get one through you or what what do I do?
02:00
Speaker 2
but upon double checking it here on our end, I'll set your expectations that your current Linksys device which is the EA635 I guess according to its serial number is unfortunately no longer being supported by Linksys. It's already considered as an end of life and an end of support router. In this case, I highly do suggest that you consider upgrading or at least looking into newer models for the routers instead. Linksys does not do any direct selling anymore. So in this case, you can look consider looking into your local stores.
03:00
Speaker 1
I don't but I know a girl that does. I'm really stupid with all this stuff. You know, I really am. Um which is obvious unfortunately. Uh okay, and just order a new router. Is that right? Okay, and it doesn't... What can you tell me if there's a specific type I should use? Yeah. Yeah. Let let me uh let me write that down. MR 2000. And I gotta find a pen. Why is it when you're trying to do something, you never find anything?
04:00
Speaker 2
or through Amazon if you do online shopping? I see. That is correct. Sorry[silence] a specific model, you can try looking into the MR2000. yes, I am willing to, uh, I'm better Mr. 2000. [silence] yes, [silence] that is correct. [silence]
04:00
Speaker 1
Thank you very much. All right. Okay. You too. Thank you. Bye bye. [silence]
06:00
Speaker 2
All right. Thank you so much for calling Lynxsys as well. Take care and have a great day. Bye. Bye for now.
06:00