V2 Rubric Detail — 1c76d6a4-6594-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-11 12:50
Duration
14m 0s
Contact
faith saber
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133088
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall16.5% (-27.5)

V2 Grader Summary

The agent failed to conduct any meaningful troubleshooting, misstated technical facts (Wi-Fi 7), and offered only a replacement suggestion without verifying the issue. While the device is legacy and out of warranty, best-effort troubleshooting (reboot, LED check, local login) was not attempted. Minimal empathy and poor information handling resulted in an unresolved outcome.

V1 Case Analysis

Customer reports no Wi-Fi signal from E2500. Agent confirmed model, noted age, recommended MX6200 replacement, but performed no troubleshooting or warranty check. No self-help provided.

Troubleshooting Steps
  • Confirmed router model (E2500)
  • Asked for Wi-Fi network name
  • Asked if reboot was attempted (not confirmed)
Key Observations
  • Agent failed to perform basic Wi-Fi troubleshooting (power cycle, LED check, WAN verification) despite customer having a working modem.
  • Serial number was provided by customer at [01:00–02:00] but not recorded or used for warranty lookup.
  • Agent declared device 'defective' without diagnostic evidence and pushed replacement as the only solution.
  • No self-help path (KB article, email, setup guide) offered after suggesting replacement.
  • Agent incorrectly stated 'we are already on Wi-Fi 7' at [10:00], which is inaccurate marketing; Wi-Fi 6E is current standard for consumer mesh.
  • Call lacked structure: agent allowed customer to drift into unrelated topics (daughter in Texas, connected devices list).
  • No clear recap or next step provided; closure was vague and passive ('you can call us back').
Positive Highlights
  • Correctly identified router model as E2500 after customer confirmed it at [07:00].
  • Captured customer name (Faith Thabet) and email (graham_san_fmore_san@yahoo.com) during call.
  • Serial number (10A30C6B518920) was captured from customer at [01:00–02:00] and could have been used for lookup.
Agent Errors / Gaps
  • Failed to execute standard Wi-Fi connectivity troubleshooting flow (no power cycle, LED check, or WAN verification).
  • Did not gather or use serial number for warranty eligibility check despite it being provided by customer.
  • Declared router defective without performing any diagnostics.
  • Provided no actionable fix or self-help for current device; only suggested paid replacement.
  • Made inaccurate technical claim: 'we are already on Wi-Fi 7' — Wi-Fi 7 devices are not mainstream; MX6200 is Wi-Fi 6E.
  • Allowed customer to control call flow, leading to off-topic discussion about neighbor networks and family members.
  • Failed to summarize next steps or provide written follow-up (email, KB link).
  • Did not confirm if customer could access router web UI or app, a critical access assumption.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the router is defective and suggested buying a new one without resolving the Wi-Fi issue or confirming a hardware fault.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, check Wi-Fi broadcast, verify settings) were performed despite the issue being no Wi-Fi signal.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the E2500 as a legacy device out of warranty and offered best-effort guidance by recommending a modern replacement, though no troubleshooting was attempted.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked only for provider and serial number; did not systematically identify symptoms or root cause of missing Wi-Fi signal.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (router web UI, LED check, local access) were used despite being appropriate for diagnosing a no-Wi-Fi issue.
T3 Not Met No misinformation conf 97%
Agent stated the network is already on Wi-Fi 7, which is inaccurate; Wi-Fi 7 was not available 10 years ago and E2500 is Wi-Fi 4 (802.11n).
Communication
C1 Partially Met Clear & professional language conf 92%
Agent greeted the customer and confirmed identity, but lacked clear structure, transitions, or control when the conversation became unfocused.
C2 Partially Met Confirmed understanding conf 91%
Agent used simple language and repeated key terms like 'Linksys 18920', but failed to confirm understanding or adapt to customer confusion about visible networks.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; closed the call by suggesting the customer buy a new router without offering further support or follow-up.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps or timelines were given; agent only said 'you can call us back' without specifying what to do first.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation was performed and none was warranted for this out-of-warranty legacy device with no indication of hardware failure requiring RMA.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent said 'you're welcome' and 'have a good day', showing basic courtesy, but did not acknowledge customer frustration or repeated troubleshooting attempts.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a polite tone and repeated information when asked, but did not actively check for comprehension or adjust pace to customer’s uncertainty.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number and model number; agent failed to use already-provided information efficiently.
Call Transcript24 turns · 26 lines
Speaker 1
[silence] Actually, okay. I, I have Spectrum for my internet and I've just been through a whole uh troubleshooting thing with them.
00:00
Speaker 2
Welcome to [pause] Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with [silence] performance and hardware issues. Register your product by visiting register.Links.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. I'm the CEO. Can I help you today?
00:00
Speaker 1
and I have their modem, and the modem's working, but I'm not getting a Wi-Fi signal through my router. So they gave me your information, your number, so that I could call you. And see if you know why it's not working. Okay. 1 0 A 3 0 C 6 B 5 1 8 9 2 0.
01:00
Speaker 2
I see. We will check on that one, ma'am. May I have the serial number of this link session out, please? I'm sorry. Can you repeat that one, ma'am, please? 1 0 A 2 9 8 3
01:00
Speaker 1
30C6 b 51 89 20 spectrum. Yes it just yesterday I wasn't getting any Wi-Fi signal and I always use Wi-Fi at home and I could see that it's not on in my phone and I thought I thought it was just I thought it was them, you know, I thought something's wrong with their internet because all my, you know, my lights are on, everything says it's on. But on my phone it says LTE instead of showing the Wi-Fi signal. And I got up this morning and it's still the same and last night um last night
02:00
Speaker 2
and may i know who is your internet provider, ma'am? Spectrum. Okay. So was this working fine before? Uh-huh. Uh-huh.
02:00
Speaker 1
i turned the phone off and turned it back on and that didn't do anything so I went to bed. and now it's still like that and No. that that's that was one of the things I wanted me to check too now. and when I tell it when I put it in it says it can't find it. that's why it told me to call you. yeah. Oh well let me look.
03:00
Speaker 2
OK. OK. How about the Wi-Fi name then? Is it still showing up? No? No. so you can't find the name you created. Yes, so how about this name then? Linksys 1892o. Is that name showing up? [ silence ] You don't. Okay. Oh, you have to go to Settings and Available Networks, Ma'am. [silence]
03:00
Speaker 1
I don't see anything about Linksys on it. But no networks and managed networks. It's not on there. Is that? Yes. That's me. at yahoo.com. Yes. see it did like for a second it showed up but then it goes away under networks.
05:00
Speaker 2
I see. I see. Got it. Let me just double check on that. Uh, while we wait for it, uh, ma'am, while I was looking on your, uh, unit, uh, may I know if I'm speaking to miss Faith Thabet? Okay. Yes. The email address I have here, ma'am, is Graham. San underscore fmore. San. @yahoo.com. Yes.
05:00
Speaker 1
recognize. And this one keeps coming up that I don't know why this one keeps popping up on there, but it's not mine. I, I think it's one from my, from my daughter. But she's in Texas, so I don't think it's gonna connect to that one. I don't know. Yeah, I don't. Yes. So I, I, where, where do I see that?
06:00
Speaker 2
what's the name then? I see. um, I okay, okay, so uh, just to confirm, there's no uh the Wi Fi name you created is not showing up and the name uh which is the default name is also not showing up. So you did the reboot mem, right? okay. Just to confirm, this is an E2500 Linksys device. uh, model number mem, that's the model number.
06:00
Speaker 1
Yeah... ... ... I don't know. I don't see model number. I don't see I don't see the serial number and then. MAC Okay, there it is on top, yeah. E-2500. Under the name. Since when? 16. So, it's old.
07:00
Speaker 2
I've not, no worries about that, ma'am. That's what I can see here. Okay. Yes, you've been using this device. I believe you've been using this router, ma'am, since [REDACTED_PAYMENT_DIGITS] Yes. Actually, yes, ma'am. This is part of our legacy devices. Anyways, ma'am, based on what you have mentioned, yeah, based on the payment, additional $[REDACTED_PAYMENT_DIGITS], so I suggest ma'am that you will be able to see some words splitting and connecting here and there for this old device.
07:00
Speaker 1
So it's totally 10 years old. So are you suggesting that I need to replace it then. [silence] I don't see that come up. Now where where did you say, where did you say I find that. Oh yeah, see I did not see that there. Let me look again. Now see there's no linkus. I got spectrum and infinity on here and Verizon. I don't know who those are and smartphone. Everybody that comes to my house connects to my internet and then their things are on here, I think. Well, you know, some of them, I, I know there's one of them I know is my son from Texas. A couple of them look like they're my daughter from Texas. But yeah, some they change their, they change stuff and then I have everything I've ever connected.
08:00
Speaker 2
Linksys 1892 create okay, okay, okay. So it's this Linksys right here, number 18920. Okay, okay. I see.
09:00
Speaker 1
[KEEP_UNCERTAIN] been to is on here, but Linuus is not showing up. Spectrum and Infinity. Okay. All right, I bet that's gonna be a lot more money than the first one, huh? Oh. Yeah. Good. Okay. It's outlived itself then. Thank you. So I mean, I either can buy, I interviewed one or
10:00
Speaker 2
I see. Mhm. Okay. Anyways, ma'am, it seems that, yes, this is already a defective unit or a defective router. And the best thing that you can do for this one is to have a, to have a new router. [silence] Hm. Hm. It's just for that, ma'am. But anyways, uh, it will also be better if you will upgrade, ma'am, since, yes, this router is also one of our older routers. And this is still under Wi-Fi 5. So, um, we are already on Wi-Fi 7 right now. So, this is already a left behind device. [silence] Yes. Yes.
10:00
Speaker 1
well they when i just got there my mom put in six weeks ago because my modem apparently wasn't good and the modem i don't have to pay them for the router i think i don't think i have to pay for the router but i have to pay monthly another five dollars on my bill if i have their router though that was why i that's why i purchased the equipment go ahead
11:00
Speaker 2
um i believe i believe it will be easier it will be more convenient if you will just purchase from uh your own router so that uh you will only pay for the uh for the internet and not with the device i i see i I see so if you will purchase from yes ma'am if you will purchase uh your own router uh
11:00
Speaker 1
Right. Right. That's why I did that back 10 years ago. I bought both of them myself so that I wouldn't have to pay them every month. So, yeah. Yeah. Right. I prefer it that way. So, all right, well, thank you very much and you have a blessed day. Okay. And is there there's just like one to pick? Is there just like one to pick from or is like do you have like a six models or can it just like whatever? Um, can it be customized? Can it be customized? Um, um, so um, uh I don't know, I just attached. Thank you. Yeah. Yeah. Okay. and I'll review the information and I'll call you back. Okay, thank you. Bye.
12:00
Speaker 2
you will not have to pay for the uh... five dollars per per month I see. Actually, that's a good idea ma'am, that you will just have your own router instead. The uh... rather than renting. You're welcome. You're welcome, ma'am. Thank you for that. And uh you can call us back if you still wanted to have a Linksys device, ma'am. Uh... we do have it in Amazon or any local stores, Best Buy or Walmart. If you need assistance then you can just call us back. Okay. Thank you so much, ma'am.
12:00
Speaker 1
Something. six even. Let me write that down. Okay, tell me that again now. Model. and ... Okay. Thank you. Thank you, you too. Bye.
13:00
Speaker 2
Um, there are actually new devices right now, but the best, or the 4G folks router ma'am, I will just you to get a WI-Fi 6E. Uh model number will be m, 6E, yes, WI-Fi 6E. Model number will be MX6200. Okay. Yes. That will be MX. Yes ma'am. MX 6200. You're welcome ma'am. Have a good day. Stay safe. Bye-bye.
13:00