V2 Rubric Detail — 1b86b384-6370-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 19:27
Duration
8m 22s
Contact
678-793-2484
Issue Type
WiFi Connectivity
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 (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent avoided all meaningful troubleshooting and provided no resolution path, constituting evasion (critical failure B).

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-38.0)

V2 Grader Summary

The agent failed to diagnose or address the customer’s Wi-Fi connectivity issue, offering only a vague recommendation to buy a new router without verifying device status or attempting any troubleshooting. No empathy, ownership, or clear next steps were demonstrated, resulting in a fully unresolved case and a critical failure due to evasion of support responsibilities.

V1 Case Analysis

Customer reported Wi-Fi connectivity issues on EA9300 (EOL). Agent recommended MR7350 upgrade and incorrectly advised contacting Spectrum for purchase. No troubleshooting, serial number, or warranty verification performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent declared EA9300 EOL without verifying serial number or warranty status (04:00–05:00).
  • No troubleshooting steps were performed for Wi-Fi connectivity issue (02:00–08:00).
  • Agent provided materially inaccurate advice: suggesting customer contact Spectrum (ISP) to purchase a Linksys router (05:00).
  • Agent failed to collect serial number despite customer attempting to locate it (04:00).
  • Agent did not cite or create a HappyFox case, nor confirm customer contact details.
Positive Highlights
  • Correctly identified EA9300 as end-of-life (EOL) product based on model number (05:00).
  • Provided a specific replacement model (MR7350) with relevant product details (black, two antennas) (06:00).
  • Gave approximate coverage area (1,700 sq ft) for the recommended router, adding contextual value (07:00).
Agent Errors / Gaps
  • Missing serial number collection despite customer attempting to locate it (04:00); violates protocol for EOL/warranty determination.
  • No warranty verification performed; relied solely on model-based EOL status without confirming device-specific eligibility.
  • Provided materially inaccurate guidance: advised customer to contact Spectrum (ISP) to purchase a Linksys router (05:00), which is not a valid retail or support path.
  • Failed to perform any Wi-Fi troubleshooting (e.g., reboot, password verification, signal check, web UI access), resulting in no diagnostic progress.
  • No case documentation or reference; no HappyFox case cited or created.
  • Did not confirm customer contact information or establish follow-up path.
  • Gave vague and unstructured recommendation without validating customer environment or needs beyond square footage.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer's Wi-Fi connectivity issue was not resolved; agent only recommended purchasing a new router without attempting any fix.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., reboot, firmware check, Wi-Fi settings review); agent skipped basic diagnostics.
R3 Not Met Correct resolution path conf 96%
Agent declared device 'no longer supported' without verifying warranty status or attempting best-effort troubleshooting for an older model.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic questions asked; agent did not identify symptoms or root cause of the Wi-Fi connection problem.
T2 Not Met Appropriate tools / resources used conf 95%
Agent claimed 'checking here on my end' but provided no evidence of tool use (e.g., firmware lookup, remote access, logs).
T3 Not Met No misinformation conf 96%
Incorrect advice: 'you can call Spectrum to purchase this router' — Spectrum is an ISP, not a retailer; misleading 'no longer supported' without confirmation.
Communication
C1 Not Met Clear & professional language conf 94%
No clear framing or structure; agent gave disjointed recommendations and failed to maintain call control.
C2 Not Met Confirmed understanding conf 95%
Agent did not adapt language or check understanding; customer repeated 'Oh my goodness' multiple times indicating confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by immediately redirecting to replacement instead of diagnosing or attempting resolution.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up commitments provided; interaction ended with no actionable path forward.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation performed and none was warranted — issue was within L1 scope but agent avoided troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No empathy expressed; agent ignored customer’s visible frustration and repeated exclamations of distress.
X2 Not Met Tone & rapport conf 95%
Tone remained flat and unresponsive to customer’s emotional state; no adaptation to repeated signs of confusion.
X3 Not Met Overall experience conf 94%
Customer had to search for model number while agent waited silently; no effort to reduce repetition or streamline process.
Call Transcript15 turns · 15 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-want to 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in-want to products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again,
00:00
Speaker 1
[silence].
01:00
Speaker 2
press eight. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, press 8. Please remain on the line for assistance. Thanks for your time.
01:00
Speaker 1
My router is not allowing me to connect to my Wi-Fi, and I don't know if I'm within the warranty or out of warranty or whatever, but I need help.
02:00
Speaker 2
Um, you have the serial number of your Linux device.
02:00
Speaker 1
I'm looking for it. it It should be right there with that, right? I see a WPS number. I see a oh, model number EA 9300. [silence]
04:00
Speaker 2
uh-huh. Okay. Yeah. Since these router map,
04:00
Speaker 1
[silence] and how do I upgrade the router? Oh my goodness. Um, okay. And can you recommend [silence] a router from a Best Buy or an Amazon or something like that? I [silence] I don't know anything about this stuff. Okay. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness. Oh, my goodness.
05:00
Speaker 2
As per checking here on my end, it is no longer supported. So we can no longer provide any technical support for this unit anymore. So it would be best for you to have an upgrade for a newer router. [silence] Um you can call Spectrum if you wanted to purchase this router or if not, you can also avail our routers through Amazon or any local stores nearby. [silence] Yeah, I can recommend you a model number that you can look into. Uh you can have
05:00
Speaker 1
I'm sorry, would you repeat that? Okay. And who makes that? Linksys. Okay. Do I need to know anything else to look that up? Okay. Okay. And because my router, I don't know, it's probably eight or 10 years old. So I'm not surprised that it's no longer supported. But.
06:00
Speaker 2
7350 uh M for Mary R for Robert 7350 yeah links is MR 7350 Let me search oh sorry search other keyword Uh nope just use those keywords you will have it will show you um a router a black router with two antennas
06:00
Speaker 1
We, of course, thought it was going to last forever, right? Um, but because it was supposedly a very powerful router, is the one that you've given me going to be sufficient? I, I don't need much now, like I did back then. I need a smaller, as that makes sense. Okay. Is there a lesser that would work as well? [silence]
07:00
Speaker 2
Yes. Yes. Let me see. Yeah, this one we'll be especially... Yep. This router can cover up to 1,700 square feet if it is enough for you. Uh... this one is one of our latest but, um, like a basic router homes since most of our older routers like lesser than this one are already end of.
07:00
Speaker 1
Very good. Okay. Thank you so much for your time. Have a great day. Bye Bye.
08:00
Speaker 2
Spice and soon to be and of support too. And this one has the latest technology, so it would be best for you. [ silence ] Easy, man. Have a good day. Bye.
08:00