V2 Rubric Detail — 1065d81c-7efb-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 20:40
Duration
8m 26s
Contact
646-772-3555
Issue Type
—
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#EOS00136968
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: Forgot the wifi password

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall5.0% (-15.0)

V2 Grader Summary

The agent failed to troubleshoot the router connectivity issue, instead recommending a new MX6200 based on the device being 'legacy' and 'no longer updated' — a claim contradicted by the KB. No meaningful diagnostic steps were taken, no empathy shown, and no ownership demonstrated for resolving the existing issue, resulting in an unresolved case.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only recommended purchasing a new router (MX6200) and performed no troubleshooting on the existing router; the connectivity issue was not resolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., power cycle, WAN check, admin access); agent skipped diagnostics and went straight to product recommendation.
R3 Not Met Correct resolution path conf 96%
Agent dismissed the router as 'legacy' and 'no longer updated' without attempting any out-of-warranty troubleshooting (e.g., factory reset, firmware check), violating the OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent only acknowledged vague symptom ('router not picking it up') and asked no diagnostic questions (e.g., LED status, modem handoff, password change process).
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (admin UI, remote session, logs); agent relied solely on verbal description and sales pitch, skipping necessary diagnostic verification.
T3 Not Met No misinformation conf 98%
Agent claimed the legacy device is 'no longer updated' and implied no troubleshooting path exists, which contradicts KB (universal_firmware_update.md) that provides firmware and config paths for legacy devices.
Communication
C1 Not Met Clear & professional language conf 94%
Agent jumped straight to product recommendation without framing the call, setting expectations, or managing transitions; no call control demonstrated.
C2 Not Met Confirmed understanding conf 92%
Agent used technical terms like 'legacy device' and 'Velo Pro 6E' without explanation or confirmation of understanding; communication was not adapted to customer's level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent owned the call (no transfer) but did not take responsibility for fixing the existing router, instead pushing replacement without effort.
O2 Not Met Proactive follow-through conf 91%
No concrete next steps or timeline were given beyond 'order a new router'; no follow-up or actionable guidance for current device.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the call content (no repeat contact, management request, or legal-risk signal).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not acknowledge frustration or inconvenience; no empathetic language used (e.g., 'I understand this is frustrating').
X2 Not Met Tone & rapport conf 93%
Agent maintained a transactional, sales-driven tone throughout, failing to adapt to customer’s confusion or need for technical help.
X3 Not Met Overall experience conf 94%
Customer had to repeat model number and was forced to pursue a new purchase; no effort was made to reduce effort via self-help or remote fixes.
Call Transcript13 turns · 14 lines
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 linktx.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
Yeah. Hi, I just got a new uh modem and I'm trying to find out um how to uh take care of my router because my router seems like it's not picking it up. Um and I'm trying to just change the password and everything on it. Yeah, let me give it to you over here in a second. Um Uh with me. Oh
02:00
Speaker 2
Thank you for calling Lucas Technologies. This is Maye. How can I help you? I'm Uh-huh. Okay, can you have the serial number of that Linksys router you're referring to? that's gonna be one nine Tango one zero Sam zero alpha six zero four seven zero six. Is that one for me? Okay. And you're concerned about this one. Is it like the connection is dropping or you lose internet connection. [silence] Uh-huh. [silence]
02:00
Speaker 1
Right, okay, okay, right, okay. Ah, understood, can I speak to an expert then regarding this? Oh, right, okay.
04:00
Speaker 2
you know what you got already a new modem probably that's already the latest modem and this link this router you're calling is actually part of our legacy device which we don't manufacture anymore and no longer updated this uh when it comes to the today's technology so I can recommend you as a technician instead to have your router upgraded since you have an upgraded modem uh so it's better for you to upgrade your router as well for you to have uh less headaches in the future when it comes to internet connection uh yeah you're already talking to an expert when it comes to that I've been working here
04:00
Speaker 1
okay, what what what would you recommend then for me to get uh as a new router then zoo uh, I live I I live in a in a 800 square foot uh co-op apartment. I connect I have uh no, it's probably um two, three maybe four, two two phones and uh and two uh laptops. Uh, I don't really work from home, no.
05:00
Speaker 2
Seven years, so I can recommend products if you want to. Before I can recommend a product, I just need to ask this few questions. Do you have a two-story house or a three-- Hmm. Uh-huh. Uh-- Okay. 800. Got it. And how many devices do you usually connect? Is it more than ten? M-hmm. And laptops. Are you working from home? Hmm. [silence]
05:00
Speaker 1
[silence] The TV actually, yeah, there's streaming and there's TV off of everything yes. MX6200. Okay. Now, Okay. My next question is is it compatible with the optimum um optimum modem?
06:00
Speaker 2
O, okay. No TV, no streaming device, or gaming device. I see streaming. Okay. I can recommend you this product then. Model number is mck. 200. So that's mck. 6200. Yeah. Just one package. You only have 800 square feet because that one price can already cover up to 3,000 square feet just by having one. Yes. Good thing about that project, it's compatible to any kinds of modem.
06:00
Speaker 1
[silence] Best buy or anybody sell this modem? [silence] I mean this, I'm sorry, this this I'm sorry, the, the this router. [silencel] No, the one the one that you just recommended. [silencel] Okay. MX 6200. It's cold. I'm sorry, what was that name again? Right. [silency
07:00
Speaker 2
Yeah. Uh, I'm not sure about Best Buy, but on Amazon, Which one? The one that you currently have, or the one I had recommended? Okay, let me just check. If Amazon still have it in stock, yes, they still have it. The Velo Pro 6E, or the exact model number is MX6200. So, that's the Velo Pro 6E. Velo Pro 6E. The exact model number is MX6200. It's description is, "Linksys Velo Pro 6E."
07:00
Speaker 1
Oh, 60? Yeah. Okay. Sixth E for echo. Okay. Gotcha. Okay. All right. Then I guess I shall go order a new router then. Thank you. Bye bye.
08:00
Speaker 2
Linksys Velop Pro 6E is for ECHO. ECHO. Yeah. Okay, thank you. for choosing Linksys to you. Have a good one. Bye for now. Bye bye. [silence]
08:00