V2 Rubric Detail — 0f12232c-812a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 15:21
Duration
5m 7s
Contact
586-405-9313
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#EOS00137471
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp3.93/5
Overall34.6% (-33.4)

V2 Grader Summary

The agent correctly identified the E5600 as end-of-support but failed to provide any troubleshooting or configuration assistance, directing the customer only to upgrade. No diagnostic steps were taken, and no concrete next steps were given beyond a vague offer to send a guide, leaving the issue unresolved. The interaction lacked structured guidance and best-effort support required for out-of-warranty devices.

V1 Case Analysis

Customer with E5600 router (EOS) requested reconfiguration assistance. Agent confirmed device is end-of-support, not eligible for phone/chat support, and offered to email a configuration guide.

Troubleshooting Steps
  • Verified router model E5600 in system
  • Checked support status and identified device as end-of-support
  • Informed customer of support limitation and offered email guide
Key Observations
  • Agent correctly identified EOS status and followed EOS handling policy per KB guidance.
  • Long silences (e.g., [02:00]–[03:00]) disrupted call flow and suggest poor call control.
  • No attempt to provide immediate troubleshooting steps or quick fixes despite customer's active issue.
  • Minimal empathetic language or acknowledgment of customer frustration.
  • Offering an email guide is appropriate for EOS, but could have been paired with high-level verbal guidance.
Positive Highlights
  • Accurately identified the router model (E5600) and correctly determined it is end-of-support based on product family and support lifecycle.
  • Followed correct EOS protocol by declining live troubleshooting but offering to send a self-help guide via email.
  • Collected full customer name and email accurately, ensuring the follow-up guide can be delivered.
Agent Errors / Gaps
  • Excessive silence between [02:00] and [03:00] indicates poor call pacing and lack of engagement.
  • Did not provide any on-call reconfiguration steps or quick troubleshooting (e.g., power cycle, access myrouter.local, or check LED status) even though KB allows for self-help guidance on EOS devices.
  • Failed to acknowledge customer's frustration or offer verbal reassurance; communication was transactional and detached.
  • Missed opportunity to confirm basic steps like restarting the router or checking physical connections before declaring no support available.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent stated the E5600 is end-of-support and only solution is to upgrade; no resolution or troubleshooting path was executed.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps taken—did not verify connection, check settings, or suggest power cycle; immediately cited EoS status without investigation.
R3 Not Met Correct resolution path conf 97%
For an out-of-warranty device, policy requires best-effort troubleshooting (e.g., config reset, firmware check), but agent offered only a guide and device replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked only for model and ISP; no follow-up on symptoms (e.g., lights, connection attempts), nor root-cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used—did not attempt remote access, admin UI check, or even guide customer to log in; relied solely on verbal description.
T3 Met No misinformation conf 94%
Correctly identified E5600 as end-of-support model; no technically inaccurate statements made based on provided context.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent did not frame interaction or set expectations; long silences and lack of structure, but maintained basic control without being derailed.
C2 Met Confirmed understanding conf 93%
Used plain language, confirmed customer’s name and email clearly, avoided jargon, and adapted to customer’s pace.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent did not transfer, but ownership ended at offering a guide; no active effort to resolve the configuration issue.
O2 Not Met Proactive follow-through conf 90%
No specific next steps—only vague offer to send a guide; no timeline or confirmation of delivery.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted—issue was within scope for L1, though misclassified due to EoS status.
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 89%
Agent was polite and courteous, but did not acknowledge customer’s effort or frustration; minimal empathy shown.
X2 Met Tone & rapport conf 92%
Matched customer’s speaking pace, used simple confirmations, and verified personal details to maintain engagement.
X3 Met Overall experience conf 93%
Did not ask for repeated information; collected name/email only once and avoided unnecessary steps.
Call Transcript8 turns · 9 lines
Speaker 1
And then I got to get the draw. Hi, um, I am having issues with my, um, linksys router. What happened here? [silence] [background noise] [silence] [background noise] [silence] uh, I've contacted my cable company and they said that my modem is online, but I need help reconfiguring my router. Uh, I have the serial number. Is that what you need? Or... okay. It is 37C 10M as in Mary, 1AA0 0148. Spectrum.
00:00
Speaker 2
Okay, what's the model number of the router? Sure. Okay, and who's your internet service provider?
01:00
Speaker 1
[silence] First time. [silence] Okay. Okay if can I call back and do that?
02:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Yeah, we pulled links just before, this is the first time. First time. [silence] [silence] So as per our records, ma'am, it shows that this device that you have is model E5600. It's a maize stream AC 1200 omohumogigabit router, and it shows here that this device is already end of support. And this, just set your expectation ma'am, for end of support device, it is no longer eligible for any phone or chat support. So I believe your best option here is to upgrade your router. [silence]
02:00
Speaker 1
Sure. Yeah, that'd be great. [long silence] Sure. My full name is Amanda Ryan, R-Y-A-N, Amanda W. Ryan, at Gmail. That's correct.
03:00
Speaker 2
If you also want, then I can actually send you a guide for, I mean, so you'll have a step to, like, reconfigure a router. Would you like me to do that? Okay, well, if that's the case, I may need to have your full name and email. Amanda. R-Y-A, uh-huh. And then your last, your email. Okay, so that's going to be Amanda E-A-M-A-N-D-A W-R-Y-A-N. Okay, all right.
03:00
Speaker 1
[silence] Okay, awesome. Awesome. Thank you.
04:00
Speaker 2
All right, you're welcome and take care and yeah, have a good day.
05:00