V2 Rubric Detail — 1e974a16-68e3-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-15 17:53
Duration
7m 31s
Contact
Dan Knowland
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133446
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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall12.5% (-13.5)

V2 Grader Summary

The agent failed to perform any diagnostic steps, incorrectly dismissed the EA6350 as incapable of updates, and provided no resolution path beyond purchasing new hardware. No empathy, ownership, or technical accuracy was demonstrated, leaving the issue unresolved and the customer frustrated.

V1 Case Analysis

Customer reported no internet on EA6350. Agent incorrectly stated the router is incompatible with modern firmware/Wi-Fi 7 and recommended replacement without diagnostics. No troubleshooting performed.

Troubleshooting Steps
  • Collected model number (EA6350)
  • Asked for internet provider (Spectrum)
Key Observations
  • Agent claimed EA6350 'is not capable for new versions of upgrades' and runs 'old firmware' — this contradicts KB which states firmware updates may still be available for legacy devices
  • Agent incorrectly stated 'we are already right now on Wi-Fi 7' and implied Wi-Fi 5 is obsolete — KB does not state Wi-Fi 5 is incompatible with modern internet service
  • No basic troubleshooting steps performed (power cycle, WAN status check, cable verification) despite this being a common 'no internet' scenario
  • Customer expressed confusion ('I don't understand what you just said') which was not addressed with clarification
Positive Highlights
  • Correctly identified the exact router model (EA6350) from customer description
  • Collected customer contact information (name, phone, email)
  • Asked for internet service provider (Spectrum), which is relevant for configuration
Agent Errors / Gaps
  • Provided materially incorrect technical information about EA6350 firmware capabilities and Wi-Fi standards compliance
  • Failed to perform any basic diagnostics for a 'no internet' issue despite clear KB guidance
  • Did not verify customer's actual network state (WAN status, modem connection) before recommending replacement
  • Recommended hardware replacement as the first and only solution without ruling out simple fixes
  • Did not acknowledge or clarify customer confusion during the call

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent advised customer to buy a new router without resolving the connectivity issue or confirming it was hardware-related.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps (e.g., reboot, firmware check, direct modem test) were performed before recommending replacement.
R3 Not Met Correct resolution path conf 97%
Agent recommended immediate replacement without verifying warranty status, attempting configuration fixes, or ruling out ISP/modem issues.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent assumed age of device was root cause without diagnostic process; no symptom verification or logical sequence applied.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (admin UI, speed test, remote access) were used or suggested despite the need for WAN diagnostics.
T3 Partially Met No misinformation conf 92%
Correctly identified EA6350 as Wi-Fi 5 device, but inaccurately claimed it 'not capable for new versions of upgrades' — firmware updates are still released for this model.
Communication
C1 Partially Met Clear & professional language conf 89%
Collected basic info (model, serial, ISP) but failed to set expectations or guide toward resolution; call ended abruptly.
C2 Partially Met Confirmed understanding conf 87%
Used simple terms but did not adapt to customer’s confusion or frustration; missed comprehension checks after technical statements.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abdicated ownership by shifting responsibility to customer to purchase new hardware without exhausting support options.
O2 Not Met Proactive follow-through conf 95%
Provided no actionable next steps beyond 'buy a new router'; no follow-up plan or support path offered.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted due to lack of troubleshooting that might have revealed a deeper issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Failed to acknowledge customer’s frustration ('shit', 'I don't understand') with empathy or reassurance.
X2 Not Met Tone & rapport conf 93%
Maintained one-sided, scripted tone; did not adjust pace or style in response to customer’s emotional state.
X3 Not Met Overall experience conf 94%
Increased customer effort by requiring model/serial collection only to dismiss the device as obsolete without actionable help.
Call Transcript14 turns · 15 lines
Speaker 1
[silence] hi there. uh I thought my modem died, but I think it's down to the router. Could you take a peek? I thought you guys ran a diagnostic years ago on it.
00:00
Speaker 2
Welcome to [silence] Linksys [silence] support. To ensure quality service, your call may be [silence] monitored. For in-warranty products, [silence] our support team is available to help with performance and hardware issues. [silence] Register your product by visiting [silence] register.linksys.com. [silence] Please have your [silence] device [silence] serial number ready. For assistance, [silence] press 1 now. [silence] For out of warranty products, [silence] paid [silence] please have your device serial number [silence] and contact information ready. [silence] If unavailable, [silence] kindly [silence] call back later. For out of warranty product, [silence] paid support option [silence] may be available depending on the issue. [silence] Hi, thank you for calling Linksys support. How can I help you today? [silence] May I have the serial number of your device, sir, please? [silence] And uh can I know who's your internet provider sir. Your internet provider sir who's your internet provider? Spectrum okay so you did already called spectrum. [silence]
00:00
Speaker 1
608 712 43 23. This is Dan Nellen. My email address is D-N-E-L-L-E-N at charter dot net. [silence]
02:00
Speaker 2
I'll just need to check on the exact unit here, will we wait? And I have your phone number in case we get disconnected. Mm-hmm. How about your email address, sir? Okay, so can you provide me the model, sir? So, just confirm the model number of your could it just be?
02:00
Speaker 1
or hold on is it an AC 1,200 AC 1,200 plus how about an AE 6350 there we go I'm looking at the box I'm surprised I saved it [silence]
03:00
Speaker 2
No, sir. Usually, chuck on the top, sir. Um, no, sir. Yes, that's good. That's right, sir.
03:00
Speaker 1
EA6350. yes. oh good.
04:00
Speaker 2
Okay. Okay. Okay. So, just to confirm, so you just. Did an upgrade to your modem? Right. Sir. Okay. Sir. This EA6350, sir, this is actually part of our legacy device, which means that the firmware of this router is already an old one. And this is possibly the reason why you're not getting any internet connection.
04:00
Speaker 1
So, now I gotta go get a new rotor. So that's what's going down. All right. Uh, uh, what is the new model, similar to the, I mean, I gotta redo everything then, don't I? Shit. I don't understand what you just said. Right. Oh, oh, it's.
05:00
Speaker 2
that will be the best thing, sir, because this router is not capable for new versions of upgrades. Yes. Okay. Actually, yes, sir. And again, aside from that, sir, this router is still under Wi-Fi 5. We are already right now on Wi-Fi 7. Yes, sir. What I mean, sir, is that this router, sir, that you have this EA6350, this is still under Wi-Fi 5. And right now, sir, the new upgrades is already Wi-Fi 7. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] This speaker appears to be a customer service representative explaining to a client that their current wireless router model EA6350 is outdated in terms of Wi-Fi compatibility and not capable of running the latest upgrades. The representative emphasizes that the client’s router is still on Wi-Fi 5, while the current standard is Wi-Fi 7.
05:00
Speaker 1
It's like an Android from 2000 instead of 2026. Got it. All right. You happen to... Ehh, it doesn't matter. What are they running? $300 now? I have no idea what the hell I'm getting into or what I need. What model should I be looking for? Any idea? But but I can run to Best Buy and buy one right now, correct?
06:00
Speaker 2
Yes, exactly, sir. from, from 14 to to 16. It's like that. Yes, uh, suggestion, sir, since you will be needing a new device. How about get the most upgraded one instead? Yes, that will be aside from it's updated. It will always have a new update. If you wanted to have a Linksys router, sir, we do have ME7000 or MX6200. That's the newest device we have right now for uh for router. Yes.
06:00
Speaker 1
That's what I'll do. I'll just go there. All right. Thank you very much. All right. Bye. Say that again. Wi-Fi six or seven. All right. Got it. Perfect. Thank you. Bye.
07:00
Speaker 2
Yes, sir. You can. Yes. Yes. Much better. Yes, sir. You're welcome, sir. But make sure to get the 7 or 6 sir. Just to be sure that you make sure that you will get a Wi-Fi 6 or Wi-Fi 7. Yes. Okay. You're welcome, sir. Have a good day and stay safe. Yes, sir.
07:00