V2 Rubric Detail — 0a328972-6c13-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 19:14
Duration
11m 22s
Contact
231-252-4534
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Discourtesy (critical failure C) — agent was dismissive, provided materially incorrect information, and failed to show empathy or professionalism.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic troubleshooting, dismissed the customer’s issue due to outdated hardware, and provided inaccurate product information. No tools were used, no empathy shown, and the interaction lacked structure or ownership, resulting in an unresolved case with avoidable customer effort.

V1 Case Analysis

Customer reports no internet on E900 router. Agent misidentified serial as MAC, incorrectly stated E900 support ended, and recommended MX series replacement without troubleshooting.

Troubleshooting Steps
  • Requested serial number (agent incorrectly dismissed valid serial)
  • Confirmed model number (E900)
Key Observations
  • Serial number '1231206B200167' matches standard Linksys format (12-14 alphanumeric characters) but agent incorrectly dismissed it as invalid.
  • Agent falsely claimed E900 support ended last year; KB does not state this. Legacy devices may still receive basic troubleshooting.
  • No basic troubleshooting (power-cycle, WAN/LAN check, cable verification) was performed despite clear internet outage symptom.
  • Agent did not verify warranty status through proper lookup, instead making an unsupported claim about support expiration.
  • No case was created, violating case management protocol.
Positive Highlights
  • Agent correctly identified the model number as E900.
  • Maintained polite tone throughout the call.
Agent Errors / Gaps
  • Incorrectly dismissed valid serial number '1231206B200167' as invalid and confused it with a MAC address.
  • Provided materially false technical information that E900 support ended last year, contradicting KB guidance.
  • Failed to perform basic internet connectivity troubleshooting (power-cycle, WAN/LAN check, cable verification).
  • Did not verify warranty status or create a case, violating protocol.
  • Recommended product replacement without diagnosing the actual issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any troubleshooting; only suggested purchasing a new router without confirming if it would solve the problem.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., power cycle, check cables, test at modem); agent immediately defaulted to replacement advice.
R3 Not Met Correct resolution path conf 96%
Agent cited legacy status as reason to stop helping, failed to offer best-effort OOW troubleshooting (e.g., factory reset, firmware check, basic setup).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms, asked no diagnostic questions, and jumped to conclusion without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote session, admin UI, speed test); agent did not verify connectivity or router status despite clear need.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated MX6200 is $49.99 (actual ~$150); mispronounced/spelled product names repeatedly (e.g., 'mic X-ray'), causing confusion.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, lost control of call flow, and rambled without structure or clear transitions.
C2 Not Met Confirmed understanding conf 95%
Agent used inconsistent, confusing terminology (e.g., 'mic X-ray') and did not confirm understanding; ignored customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by immediately suggesting a purchase instead of diagnosing the reported issue.
O2 Not Met Proactive follow-through conf 96%
No clear next steps provided; only vague suggestion to 'buy a new router' with no actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted given the agent’s recommendation to replace the device.
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 98%
Agent showed no empathy; dismissed customer’s frustration and provided curt, unhelpful responses.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt to customer’s confused tone or pace; continued with unclear, jargon-filled explanations.
X3 Not Met Overall experience conf 97%
Customer had to repeat serial numbers multiple times; agent increased effort by providing irrelevant and confusing product details.
Call Transcript17 turns · 19 lines
Speaker 2
Welcome to linkSys support. 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.linkSys.com. Please have your device serial number ready. For assistance. Press one now. For out of warranty products. Paid support may be available. 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. up. [silence]
00:00
Speaker 1
Hello? [silence] Yo [silence] I've been uh having trouble with my, on the internet and I talked to Spectrum and then, and uh Cisco and they said to call you. Just a minute. Where is that at? On the bottom? Okay. [silence] Just a minute. Oh dear.
01:00
Speaker 2
then a Whitney it seems like you're using an old router but let me just verify that one first can I have the serial number it's on the sticker underneath it's on the sticker underneath yes underneath your router
01:00
Speaker 1
uh there's several numbers here ok the top one ok uh one starts with c8 d7198 or b meaning for 8-8C2. all right I'll give it these.
02:00
Speaker 2
uh, FN serial number consists of numbers and letters. This is the serial number you can see C for Charlie number 8 D for David 719 Boy 4 8 eight C2. I think this is the MAC address. It's not the serial number. Our serial number consists of 14 characters. Combination of number and letters.
02:00
Speaker 1
Hang on. 1 2 3 1 2 0 6 B 2 0 0 1 6 7. It's 2 0 0. There's only two zeros. Yeah. Uh, uh, is that on the bottom there? 7 4 7 4. 4 0.
03:00
Speaker 2
Okay. [silence] That's what I have here is 1231 to six before boy 200167. And yeah, 200167 and our system cannot still pull up any information about the serial number. What's the model number that you can see there instead? Model number.
03:00
Speaker 1
All right. On top of the router. Give it one minute. It says E900.
04:00
Speaker 2
can you see uh okay all right that's uh that's why our system cannot pull up any information anymore about the serial number you provided this e900 router you're calling for is one of our legacy routers which we don't manufacture it anymore and when it comes to technical assistance for that product it ended already way back uh just last year around August that's uh really an old one and for for for security purposes and for for better Wi-Fi functionality we highly recommend that it should be replaced
04:00
Speaker 1
How's that? Are you going to get another one? Get a new one. Okay. How much are they? What do they... What do you... What do you call them? Just just a router? What do you call them? Just give. Just give. Just a minute. Get a pencil. Hang on.
05:00
Speaker 2
Much better. If you can upgrade your router? yeah, that will be the better option since this is already outdated. No longer you can check it in Amazon website for you to see the price difference. Others like around $80. $100. Okay, you can take note of this one. Amy of the MX. MX series linksys. Yeah, M for mic, X for X-ray. So mic X-ray series. So MX series linksys. Okay.
05:00
Speaker 1
Okay. Go ahead, MX- series. Then what? It's what? Say that again. Um MX- series. Wait a minute, start over, so I know what we're doing here. Yeah. Yeah. Just L Y and K.
06:00
Speaker 2
subscribe, our company name. Mx series linksys. Links. MR. Systems. Our company name. MX series. Sure. MX for Mike X for X, ray, and then theory links. This uhm it's L for Lima, I for India, N for Nancy, wait, yeah. L I N T K S Y S. Uhm, instead of X-ray, it should be S for Sam, S Y S. Yeah, like sun, sun for sands.
06:00
Speaker 1
Why s- links is yeah? links is okay. Oh to get a new router huh? okay. be about 80 huh uh I don't know uh. Yeah. What was the best one for the best price? Yeah. So I go to Amazon and put in for a router and uh maybe Linksys MX series. Okay. Okay, so that's our problem Do you think? That's why I can't get the internet back, huh? [silence]
09:00
Speaker 2
router Wi-Fi 6 $49.99. Um, the MX 6200, our Velopro 60, but that's around $149.99. But that's already a 3-year warranty. Three years. Yeah, MX series linksys. So, you can... yeah, the one that you... uh... the one that you wrote earlier, MX series linksys. And you will see all the different sizes. Um, yeah, because it's [silence]
10:00
Speaker 1
Okay. Yeah. Alright. I'll see what I can do. Alright. Mm-hmm. Bye.
11:00
Speaker 2
the router can't handle or it's no longer good now. But I mean good to use nowadays. Okay, thank you for calling again. Bye for now.
11:00