V2 Rubric Detail — 1bf98274-7bb2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 16:20
Duration
8m 53s
Contact
Polly Baley
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00136551
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall6.5% (-37.5)

V2 Grader Summary

The agent correctly identified the device as end-of-support but failed to perform required best-effort troubleshooting for an OOW device. The agent misidentified the model as 'WRT 54 GS' and provided no actionable technical guidance, resulting in an unresolved case.

V1 Case Analysis

Customer reported orange LED on WRT54GS (S/N: CUQ01K3108900). Agent confirmed device is end-of-life with no support eligibility. No troubleshooting performed. Customer directed to search online for replacement pricing. Call ended without confirmation of understanding or next steps.

Troubleshooting Steps
  • Collected customer contact information
  • Collected serial number
  • Identified device model as WRT54GS
  • Informed customer of end-of-life status and lack of support
Key Observations
  • Agent accurately identified the WRT54GS as a legacy, unsupported device (transcript [05:00]) and correctly stated it no longer receives updates or support.
  • No case number was created, and no self-service resources (e.g., KB article, product page) were provided to guide the customer.
  • Agent repeatedly misidentified the customer's name as 'Pauly' or 'Polly' despite correction to 'Cynthia' (transcript [01:00], [05:00]), indicating poor attention to detail.
  • No confirmation of customer understanding or next steps was performed before ending the call.
  • Customer expressed frustration ('fucking ridiculous', 'fuckin' bullshit') and was not acknowledged or de-escalated.
Positive Highlights
  • Correctly identified the device model from the serial number (WRT54GS) despite ASR noise and background issues.
  • Accurately communicated the end-of-life status of the WRT54GS, aligning with Linksys support policy for legacy products.
  • Set expectations early about lack of support eligibility, which is appropriate for out-of-warranty hardware.
Agent Errors / Gaps
  • Repeatedly misused the customer's name despite correction, reducing professionalism and clarity.
  • Failed to create a case or provide a case number, violating standard case management protocol.
  • Did not offer any actionable self-help path such as a KB article, product recommendation, or direct link to purchase options.
  • Did not acknowledge or de-escalate customer frustration when expressed at [05:00] and [08:00].
  • Ended the call without confirming the customer understood the next steps or had further questions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered no resolution path beyond purchasing a new router, did not troubleshoot or confirm root cause, leaving the Wi-Fi issue unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were conducted — no questions about LED status, connection type, or basic diagnostics like speed test or device check.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the device as end-of-support (WRT54G is EOL per KB), but failed to provide best-effort troubleshooting (e.g., factory reset, firmware check, or placement advice) as required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic process followed — agent skipped symptom verification, did not ask about connected devices, internet access, or LED behavior, jumping straight to EOL declaration.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent did not direct customer to perform a modem test, access the admin interface, or check connected devices despite clear need.
T3 Not Met No misinformation conf 94%
Agent misidentified model as 'WRT 54 GS' (customer's serial corresponds to WRT54HG2.4); additionally, agent claimed no troubleshooting was possible for EOL devices, which contradicts the OOW best-effort standard in the rubric.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: no initial framing, abrupt transition to EOL message, no control during customer frustration, and no clear closure.
C2 Not Met Confirmed understanding conf 94%
Agent repeatedly mispronounced customer's name (Paulie/Bailey), used inconsistent naming, and failed to adapt to customer’s rising frustration or clarify technical terms.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disclaimed ownership by stating 'we are no longer offering live support' and offered no follow-up or internal accountability.
O2 Not Met Proactive follow-through conf 95%
No specific next steps given — only suggestion was to search online for router prices, with no timeline, ownership, or support path.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within L1 scope but dismissed due to EOL 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 92%
Agent offered brief apologies ('I do apologize') and acknowledged inconvenience, but tone remained dismissive and failed to address expressed frustration ('fucking bullshit').
X2 Not Met Tone & rapport conf 93%
Agent continued with scripted EOL message despite customer’s emotional state and confusion, showing no adaptation in tone or pace.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number due to poor ASR/agent repetition; no actions taken on agent side to reduce effort, such as guiding to self-help KBs or basic checks.
Call Transcript16 turns · 17 lines
Speaker 1
Hello? Hello? Interestingly, um, Hello? Hello? Supposedly, Spectrum's telling me, Spectrum's telling me that it's nothing on their end, it's in the box. of
00:00
Speaker 2
Welcome to [silence] 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. Hi, thank you for calling LinkSys. This is Eugene. How can I help you today? Yes, I'm here. Hello? Yes. So what is your problem? Yes, go ahead.
00:00
Speaker 1
The Cisco luxury, but everything looks like normal. Except for the Wi-Fi is turned on. I've unplugged everything and plugged it back up. Now, see, I'm not hearing you very good. Cynthia. Polly, P-O-L-I.
01:00
Speaker 2
[KEEP_UNCERTAIN] I see. Now, let me just guess, so I do understand your concern, man, but let me just confirm if I'm talking with Cynthia. Will? Let me just confirm if I'm talking with Cynthia. Thank you. So I don't really appreciate the inconvenience. I mean, I know your first name and last name.
01:00
Speaker 1
BALEY and I've never called you guys before. Yes. 816 806 8013 uh, Bailey, K, uh, 66 at yahoo.com [silence] Yes.
02:00
Speaker 2
Paulie Bailey Paulie. And your email. Okay berechannel alpha Limare channel Edward yellow K for kite, 66 at Yahoo.com.
02:00
Speaker 1
Yes. Huh, now it's showing orange. The the Your little box here has an orange dot on it. Above the power. I, I'm not for sure.
03:00
Speaker 2
[silence] [silence] how [silence] many [silence] link [silence] do you [silence] have? [silence] how [silence] many [silence] link [silence] or [silence] link [silence] do you [silence] have [silence] in [silence] your [silence] end [silence] one. [silence] link? [silence] can you [silence] provide [silence] the [silence] serial [silence] number? [silence] Hmm? [silence] can you kindly [silence] provide [silence] the [silence] serial [silence] number [silence] of [silence] your [silence] link [silence] box?
03:00
Speaker 1
Let's talk serial name. Okay. Okay. I got it. CUQ, zero, one, K, three, one, zero, eight, nine, zero. Uh, zero. Yes. Say that again.
04:00
Speaker 2
I wanna, not for sure. Yeah. Okay. CU for umbrella, Q for a queen. Okay, it is WRT 54 HG 24.
04:00
Speaker 1
yes how much is a new one that just don't makes sense that's fucking ridiculous
05:00
Speaker 2
OK, the model number of your Lynch's router is WRT 54 GS. Before we proceed, Pauly, I would like to set expectations regarding the status of your router and I really apologize for the inconvenience, but this product is no longer offered software or security updates and is no longer eligible for technical or warranty support. So I highly recommend that it's time for you to do an upgrade or purchase a new one. Yeah, if it is a new one, Pauly, you still have enough time I guess to return. The device.
05:00
Speaker 1
Well how come it's how come it's it's, I mean, why all of a sudden did you just quit working? Well how long will it take to get a new one?
06:00
Speaker 2
So we are no longer offering live support for this product and it no longer receives software or security updates. Yeah, that's why, because it's possibly caused with the software or security updates since this device is already end of support, so we are no longer offering live support with this one or to troubleshoot with this one as much as we really want to help you poli. You can actually purchase mesh devices from link this.
06:00
Speaker 1
Well, for me, if I get it from spectrum, it's going cost me $10 a month more. Yes. And how much will that be? How much? For a new link. Okay. I'll try that. Alright, thank you. Yeah. Alright, bye. Fuckin' bullshit.
07:00
Speaker 2
I do apologize, Pollie, but I cannot provide the exact amount of the router, but you can actually search that online or Amazon. Yes, for a new link list router. Okay, sure. So thank you so much, Pollie, for your time and have a great day. You're welcome. Bye for now. Can you please end this call for me?
08:00