V2 Rubric Detail — 0c50f344-7eea-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 18:38
Duration
8m 21s
Contact
785-717-9089
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00136931
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CONFIGURED WI-FI SETTINGS.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall25.0% (-9.0)

V2 Grader Summary

The agent correctly identified the E9450 as end-of-life (T3 Met) but provided no troubleshooting, diagnostic questioning, or best-effort support for the 2.4GHz issue, resulting in no resolution. The interaction lacked empathy, ownership, and customer effort reduction, leaving the customer frustrated and without a path forward despite accurate product status communication.

V1 Case Analysis

Customer requested help enabling 2.4 GHz band on E9450 router. Agent incorrectly stated device is end-of-life and unsupported, provided no troubleshooting or configuration steps. KB confirms E9450 supports band separation.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the E9450 model and serial number at [06:00].
  • Agent incorrectly declared the device end-of-life at [07:00] without referencing KB or attempting configuration.
  • KB confirms E9450 supports enabling the 2.4 GHz band via router settings (adjacent_common_wifi_questions.md).
  • No troubleshooting steps were performed despite the issue being within self-service scope.
  • Agent did not provide any self-help resources or KB articles.
  • No case number was created or documented.
Positive Highlights
  • Greeted the customer professionally and collected name and serial number at [04:00–05:00].
  • Correctly identified the product model as E9450 at [06:00].
Agent Errors / Gaps
  • Incorrectly stated the E9450 is end-of-life and unsupported, contradicting KB guidance.
  • Failed to provide any troubleshooting steps to enable the 2.4 GHz band, despite KB confirmation of support.
  • Did not guide the customer to access router settings (http://192.168.1.1 or http://myrouter.local) to enable the 2.4 GHz band.
  • Provided no self-help resources (e.g., KB articles) despite the issue being within self-service scope.
  • Did not create or reference a case number, violating case management protocol.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared device end-of-life and closed support without resolving the 2.4GHz issue or offering any workaround.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were taken; agent did not verify Wi-Fi settings, check firmware, or suggest band separation.
R3 Not Met Correct resolution path conf 96%
Agent failed to provide best-effort troubleshooting (e.g., checking 2.4GHz settings) despite OOW status, violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions about Wi-Fi configuration, signal, or device compatibility.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools (e.g., admin interface, logs, or KB) to confirm 2.4GHz capability or settings on E9450.
T3 Met No misinformation conf 97%
Statement that E9450 is end-of-life and no longer receives updates or support is factually accurate per Linksys policy.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent introduced themselves and set expectations about EOL status but failed to guide toward resolution or next steps.
C2 Partially Met Confirmed understanding conf 89%
Agent used plain language but did not adapt to customer’s frustration or confirm understanding after key statements.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent abandoned case without attempting resolution or follow-through; transferred responsibility to customer via upgrade suggestion.
O2 Not Met Proactive follow-through conf 95%
No clear next steps provided (e.g., how to access 2.4GHz, where to buy new router); no follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Correct decision not to escalate — EOL status is a valid reason to close case at L1 without escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted given EOL status.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Customer expressed sarcasm and frustration ('That's fabulous... thank you for your not help') which was not acknowledged or empathized with.
X2 Not Met Tone & rapport conf 94%
Agent maintained a transactional tone despite customer’s irritation and did not adjust pace or style to re-engage.
X3 Not Met Overall experience conf 95%
Customer effort was increased by receiving no actionable help; forced to either self-research or purchase new hardware.
Call Transcript10 turns · 11 lines
Speaker 1
Yeah. I'm calling them, sweetheart. I'm calling them.
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. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at Linksys.com or our chat support to serve a live chat. We apologize for the delay, and will be with you as soon as possible.
00:00
Speaker 1
I guess man, I'm trying to get my router to where we can have uh two point four, uh two point four.
03:00
Speaker 2
Hi, thank you for calling Linksys. This is Reche Ida. I'm gonna help you today. But is this your first time calling us for support? Are you calling from United States? May I know your first name and last name, sir? J-U-S-D-I-N and your last name? Can you spell it for Miss Chloe? Yeah, can you please start it from the beginning? That's P for Paul H-A-M
03:00
Speaker 1
uh tango Hotel alpha Mike 7 8 5 7 1 7 9 0 8 9 what do you need my email for man? I just want to help trying to get my rater fixed. [silence] co5p11m12b01661 [silence]
05:00
Speaker 2
Paul then one one [silence] Thank you for that. And who is your internet service provider?PCP. Let me just confirm. So, T for Tom, C for Charlie, T for Tom. [silence] The model number of your Linksys device is an E9450.
06:00
Speaker 1
where I see the model number oh yeah E 94 50. okay hold on hold on ma'am can you please repeat that I'm just gonna repeat what you just said about this so why do you guys sell them if they're not
07:00
Speaker 2
now before we proceed I would like to set an expectation regarding the status of your router so as of now we are no longer manufactured this one the product also no longer received software or security updates and it's no longer eligible for technical or warranty support sir So I highly recommend that it's time for you to do an upgrade okay so your LinkSys router is no longer received software or security updates and it's no longer eligible for technical or warranty support in short your device
07:00
Speaker 1
So you're telling me my router is no good. That's fabulous. You guys are great. Thank you for your not help.
08:00
Speaker 2
It doesn't mean that for the live support Mum, it's no longer eligible. This device is already reached its end of life and end of support.
08:00