V2 Rubric Detail — 0d0fe4dc-73e3-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 17:50
Duration
15m 51s
Contact
Mary Bhildorf
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135194
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Presales Inquiry
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall3.8% (-22.2)

V2 Grader Summary

The agent failed to verify the router's end-of-service status, provided inaccurate technical information about EOL and warranty, offered no troubleshooting, and did not escalate despite misinformation risk. Communication was vague, ownership was lacking, and the customer was left without resolution or next steps.

V1 Case Analysis

Customer inquired about end-of-service status for MR20E router. Agent incorrectly identified model as MR20EC, falsely claimed it was out of warranty, and provided inaccurate end-of-service date of 2029. Recommended MX6200 mesh system without verifying coverage needs or product compatibility. No warranty lookup performed. Call ended with no actionable next steps.

Troubleshooting Steps
  • Incorrectly identified router model as MR20EC instead of MR20E
  • Falsely claimed device was out of warranty without verification
  • Provided inaccurate end-of-service date of 2029
  • Recommended MX6200 mesh system without assessing customer's coverage needs
Key Observations
  • Agent misidentified the customer's router model (MR20E) as MR20EC at [05:00] without verification
  • Agent provided factually incorrect end-of-service information, claiming 2029 date for MR20E which is not supported by KB
  • No warranty lookup was performed despite discussing warranty status
  • Agent failed to provide any KB references, product links, or concrete next steps
  • Customer's specific coverage requirements for detached garage were not properly addressed
Positive Highlights
  • Agent maintained a polite tone throughout the call
  • Attempted to address customer's concerns about security and replacement options
Agent Errors / Gaps
  • Incorrectly identified router model as MR20EC at [05:00] when customer provided serial number that should have enabled correct identification
  • Falsely stated the device was out of warranty at [05:00] without performing any warranty lookup or verification
  • Provided inaccurate end-of-service date of 2029 for MR20E at [13:00], contradicting Linksys KB which shows MR series are current products with no announced EOL date
  • Failed to verify serial number or perform warranty lookup despite discussing warranty status
  • Misrepresented that end-of-service notices applied only to E-Series routers at [06:00] and [14:00], when EA and MR series are also covered in EOL documentation (universal_eol_firmware.md)
  • Did not provide any KB articles, product specifications, or purchase guidance to assist customer
  • Gave vague information about MX6200 manufacturing date at [11:00] without providing accurate product information

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent provided incorrect end-of-service date (2029) and reassured customer without verification, leaving issue unresolved.
R2 Not Met Diagnostic thoroughness conf 94%
No troubleshooting performed; agent only verified model and warranty status without diagnostic steps.
R3 Not Met Correct resolution path conf 93%
Agent recommended MX6200 replacement without confirming actual end-of-service status, misaligning resolution path with product status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (EOL concern) and asked for model/serial but did not ask about firmware or usage to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent claimed to have checked internal information but provided no evidence of KB or tool use; 2029 EOL date contradicts KB.
T3 Not Met No misinformation conf 96%
Agent stated MR20EC end-of-service is December 2029 and MX6200 has 3-year free support, both unsupported by KB.
Communication
C1 Not Met Clear & professional language conf 90%
Long silences, no clear framing or agenda, conversation drifted without direction or control.
C2 Not Met Confirmed understanding conf 89%
Agent used vague filler ('yeah… uh…'), did not tailor language or check for understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 91%
Agent did not take ownership; provided reassurance and product recommendation without follow-up or commitment.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps, timeline, or follow-up; only suggested MX6200 as option without commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Agent provided inaccurate technical information without escalating despite clear misinformation risk.
E2 Not Applicable Escalation prep & handoff conf 88%
No escalation performed; since one was warranted due to misinformation, execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered generic reassurance without acknowledging customer's specific security concerns or frustration.
X2 Not Met Tone & rapport conf 89%
Agent did not adapt tone or pace; continued with filler and did not engage customer's emotional state.
X3 Not Met Overall experience conf 90%
Customer repeated information (model, concerns) multiple times; agent did not streamline interaction or reduce effort.
Call Transcript30 turns · 31 lines
Speaker 1
So. Thank you. I just have a question about, um, a router that I have. Um, I just had to replace my computer to, um, upgrade to Windows 11. Um, my router apparently is only three years old but I read that it's maybe end of service and
00:00
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 depending on the issue. Hey, thank you for calling LinkSys. technical support. My name is Dillon. How can I help you today?
00:00
Speaker 1
No, can you help me with that? Let me know what the situation is. No, I just want to know, I bought it three years ago, and now I read that it's going to be end of service as of December 31st. So that would suggest I would need a new router for safety issues. Is that not right? I just don't know if the model that I have is actually going to be end of service, but that's what I read, so I want to verify if it is or not. I want to know if it's going to be end of service in December, should I replace it and what should I replace it? What are the options to replace it with?
01:00
Speaker 2
Sure. Yes, ma'am. Just to make sure I get your concern correctly, you just wanna check the warranty status of your device. So it says end of service. Okay. All right. So let me just run some verification with you first, ma'am, in order for me to really check this device. Um, I believe I'm speaking with Ms. Marie.
01:00
Speaker 1
yes, Mm-hmm. Very good. Yes. I have a model number if you need it. Okay. So that would be um, five zero, U U1, sorry. Zero M one six C zero one zero zero eight. I hope I read it right with my vision. Sure. That's what I have. Yes.
02:00
Speaker 2
and then your last name is Bill Dorf. All right. I would be needing that one, please. Okay, let me just repeat that one. It's u for Uniform, M for Mike, one six zero zero one, two zero eight.
02:00
Speaker 1
with the M Bildorf at E as in Edward, C as in Charlie dot R for Robert, R for Robert dot com. No, two R's comma R R dot com. Yes, sorry, it's mbildorf at e
03:00
Speaker 2
Okay, so that's uh m.builorf@ec.r.com. Okay. How about the AC ma'am? it. okay I see thank you so much let me just not say this one here may also know whose your internet service provider okay so it's spectrum you know okay um Just bear with me. Uh, miss Mary. Okay. Uh, let me just check this information of your router.
03:00
Speaker 1
correct, [silence]
05:00
Speaker 2
Okay, so I've checked here and it shows that your Lynxess router's model number is MR20EC. and uh... yes uh... you're right when you say that the device is already out of warranty so um, well you can actually still use the de the router but uh, since it's already out of warranty we could no longer provide a free troubleshooting assistance if you would uh need some troubleshooting
05:00
Speaker 1
So if I had a problem with it, yeah, that's fine. But how about the safety issues of updates and security and all that? But I read about end of service and doesn't that mean that that there's no more protection for the unit necessarily? Because that's what the FBI warned about back in March for lots of devices getting hacked. And they were end of service. No, I didn't get a notice. I just read about it where I was reading about routers. So I just said - I didn't even know that. I just bought it three years ago. Why is it already not working, gonna work anymore, so. It's very concerning to find that out. [silence]
06:00
Speaker 2
Oh there's no problem with that actually. yeah you don't have to really worry about that ma'am as long as the device would still work. Um the the end of service that you have received or got notified with is Oh okay I just read about that. Yeah yeah. You don't have to worry about it. Uh the the end of service devices that uh the article was referring to was those old models the
06:00
Speaker 1
uh-huh. But that's what end of service means, right? I thought, isn't that the same thing? You're not going to provide security or updates or whatever. It's kind of like windows going out of business for 10. They're going to, they're not going to do anything you can still use it, but you're not going to be safe. So that doesn't make sense. That's not a smart thing, way to live. So my question is, now, what are the options? I need to cover at least 2,000 square feet. So that's what this one model does, but I don't see this model being renewed or updated or a new one version of it. So what are the other options for me with linksys if any? And which one would that be? [silence]
07:00
Speaker 2
[silence] are all of those legacy routers yeah, which we no longer provide assistance for. Yeah. And um, yeah. [silence] Well, you can actually consider our mesh routers that can cover um, 3,000 sq ft. [silence] Uh, you can uh,
07:00
Speaker 1
[silence] and what does 6200 mean? Is that just a model number or what is that? The MX600. Do you have to have more than one device? Or I've seen some of that message you have to add two or three of them or something to cover the area or just need one or how does that work? You have to buy two at a minimum? Well my situation is I have a house at 1600 sqft and then I have maybe.
08:00
Speaker 2
You can either choose the MX6200, yeah the model the model of a device. So you can try searching for velo pro 6e. Yes, yeah you can at least buy or purchase two of the device for you to utilize the mesh system or mesh network. Mm-hum. But you can actually just have one if you, you know, um you are just using
08:00
Speaker 1
35 feet away, I have a detached garage with a room over it where I'd need to be able, if I'm out there, to get reception. And I have been able to with this model. But if I buy something new, I just want this. It's been working for me out there if I needed it. But I just need to have something that's comparable to this. So that's what I'm trying to find out which one that is. Do you know? Okay. Yeah, Okay. I don't know. Okay. Right. Yeah, it's just me and I don't need it for anything special, so I just need to be able to get to the garage and have the house and the garage combined. [silence]
09:00
Speaker 2
You can actually choose the MX 6200. That's what I can recommend to you. Each of the nodes can cover up to 3000 square feet. So if you have with one device you can already I mean, it can already cover your whole area. And if you have two of the device, you can utilize the mesh system and you'll have a better connectivity within your area. [silence]
09:00
Speaker 1
But it's not, it's not attached to the house. So that's the problem I got to cover the yard in between. So, okay. What was I gonna say? Now, what is the manufactured date of this MX-6200 if I buy it? Is it gonna be already three years old? Now I only have three more years on that one, or when was this this model? Uh-huh. Yeah, uh-huh. Uh-huh. Well, I don't want to buy something that's gonna work for two years.
10:00
Speaker 2
[silence] Yeah. [silence] That device has a warranty of at least... I mean, three years. So, you're [silence] you'll be able- [silence] No, no, that's automatic. So you can have, um, a technical support for free for three years. And, uh, the the device [silence] is [silence] is, I mean, would last, um, for a couple of years. So you don't have to worry about it.
10:00
Speaker 1
That's kind of silly. It's gotta have a better life than that, no? So what I'm saying is when was it manufactured? Was it manufactured in 20 or now's going to be at the end of its life in a couple of years again. You don't know that. Uh uh.
11:00
Speaker 2
Yeah, yeah. Uh, no, no. Yeah. It was actually manufactured like, um, 20. 33, or 2023, I believe. So, the end of service would still vary depending on the, date it was, um, manufactured and would also depend on the company whether they're going to phase out the device or would totally, like and the service of the device. So, right now, um, it's, actually not, I'm not.
11:00
Speaker 1
Are you talking in reference to the MX 2200? Are you talking about the one I currently have? So when would they know if they were extending service on there? It's a definite on this one that I have. It will not be extended. I know the 6200 would be new, but the the MR 20 is not going to be extended.
12:00
Speaker 2
I'm quite sure, but, uh, what I understand is that they were planning to, um, extend service for some of the devices, but that would be in the future. So, we hope that, yeah, it will happen soon. Um, in general, actually. Hmm. Uh, you, you don't have to worry about it, ma'am. I can assure you that it, it, um, it doesn't really matter at all. Um, with this new devices, cuz they are actually, um, the latest one. So, they don't technically go. Mhm.
12:00
Speaker 1
Yeah, it's only six months away though, so it's not that far away. 20, Yep. Well, as I say, I read December 31st to 26. So, would you have any way to confirm which of those dates it is? For the MR? For the one that I have, it's definitely not going to be end of until 29, like December 29. Is that what you're saying?
13:00
Speaker 2
Um, I don't think if, I don't know, 'cause we don't uh, I mean, we haven't received any update yet, but, um, this the, um, MR20E, which, um, yeah, it, the end of service for the device is still on 2029. Yeah, so No, no Yeah, it's 2029 for this, uh, MR20AC. Yes. Yes. Uh, December. Yeah, December specifically.
13:00
Speaker 1
of 29. that's definite. If what I read, I don't know what I mean. I don't know what serial number applied to, but maybe the serial number makes a difference, but certainly it's it. Okay. All right. I hope not. That's what all I can say. Yeah, I hope not. Oh, there was another model of the MRT 20. I see. Oh, I don't know the difference. Yeah. I see.
14:00
Speaker 2
December 11 of 2029. Again, ma'am, you don't have to really worry about it. Yeah, because um, the old, uh, it actually, it was actually referring to the old old E-Series routers, not the MR routers. Yeah, yeah, that's that's what it was referring to. Um, we have actually multiple routers prior to the MR series.
14:00
Speaker 1
Uh-huh. Yeah. Okay. Well, I'll take your word for it. This is 29, and we'll hope for the best. Okay, well I appreciate it. Yeah, I appreciate that. Okay. All right, well thanks for the information. Hope you have a good rest of the day. Okay, thank you. Okay. Yeah, sure. You too. Bye.
15:00
Speaker 2
...those were...the devices...that we're...was referring...is after the E-Series...we have ...the EA Series...then...the MR Series...and...with the E-Series...and EA Series...it has multiple models...Yes, ma'am. I can assure you, yes. Sure, sure. No problem. Yes, ma'am. See you too, ma'am. All right. You're very much welcome, [silence] and thank you so much for calling Linksys. Have a great day. All right, bye for now.
15:00