V2 Rubric Detail — 20da7c3e-7bb8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 17:03
Duration
13m 25s
Contact
No Name
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#EOS00136559
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp1.43/5
Overall41.5% (-14.5)

V2 Grader Summary

The agent correctly identified the E2500 as end-of-life and provided accurate product information but failed to conduct any troubleshooting or offer best-effort solutions for the coverage issue. The interaction lacked empathy and clear next steps, resulting in an unresolved case where the customer was directed to purchase new hardware without exploration of alternatives.

V1 Case Analysis

Customer with E2500 router asked about splitting Wi-Fi bands for better coverage. Agent confirmed device is end-of-life, incorrectly stated no support is available, and gave inaccurate technical advice about booster performance and mesh capabilities. Offered to email setup guide but did not guide customer through actual configuration steps.

Troubleshooting Steps
  • Collected model number (E2500) and serial number
  • Identified device as end-of-life
  • Offered to email setup instructions
Key Observations
  • Agent never guided the customer through the EA series web interface to enable separate 2.4 GHz and 5 GHz SSIDs, which is a standard, supported procedure.
  • Agent made a materially inaccurate claim that a Wi-Fi booster would provide only 50% of subscribed speed — no KB supports this performance estimate.
  • Agent incorrectly stated that no technical support is provided for the E2500, which is overly restrictive; self-help guidance is still required per policy.
  • Agent suggested MX6200 without explaining its capabilities or confirming customer need, and did not mention that it requires a different setup process.
  • Agent failed to mention that the E2500 supports separate band configuration via http://192.168.1.1 → Wi-Fi Settings → Wireless.
Positive Highlights
  • Collected the correct model number (E2500) and serial number (10A40M23B01173) from the customer at [08:00].
  • Correctly identified that the E2500 is an older device no longer receiving firmware updates, based on product lifecycle status.
  • Offered to email the customer a setup guide, providing a self-help path despite the device being end-of-life.
Agent Errors / Gaps
  • Failed to provide the correct procedure for separating 2.4 GHz and 5 GHz networks on an EA series router, which is documented in ea_series_router_setup.md.
  • Stated that the E2500 cannot receive any technical support, which is not accurate — self-help guidance is still required for end-of-life devices.
  • Gave a materially false claim that a Wi-Fi booster would provide only 50% of the subscribed speed, with no KB backing this assertion.
  • Suggested MX6200 without confirming compatibility or explaining that it is a mesh system requiring different setup steps.
  • Did not guide the customer to access http://192.168.1.1 to configure Wi-Fi settings, a basic and expected troubleshooting step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent confirmed the E2500 is end-of-life and directed customer to purchase new hardware without resolving the coverage issue; no troubleshooting or workaround was provided.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps performed (e.g., no questions about band separation, signal strength, placement, or firmware); agent relied solely on model/serial lookup to declare device unsupported.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified the device as end-of-life but failed to attempt best-effort troubleshooting (e.g., band separation, placement optimization) before directing customer to purchase new hardware.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked no diagnostic questions about symptoms, current configuration, ISP, or network layout; skipped logical troubleshooting sequence by immediately declaring device unsupported.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (remote session, firmware check, signal test); agent relied exclusively on model/serial lookup without validating current settings or performance.
T3 Met No misinformation conf 99%
Agent accurately stated E2500 is end-of-life with no firmware updates, correctly explained range extenders provide ~50% speed, and suggested compatible replacement models (MX6200).
Communication
C1 Partially Met Clear & professional language conf 92%
Agent greeted customer and collected model/serial but had long silences, set no clear expectations, and allowed conversation to drift without structured plan or transitions.
C2 Met Confirmed understanding conf 93%
Agent used plain language (e.g., 'boosters will give you half the signal,' 'buy a latest router') and avoided technical jargon, making information accessible to the customer.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call without transferring, owned the interaction, and offered to send follow-up instructions via email.
O2 Partially Met Proactive follow-through conf 89%
Agent mentioned sending an email with instructions but did not specify content, timeline, or confirm receipt, leaving next steps vague and incomplete.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for an end-of-life product with no supported resolution path.
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 94%
Agent responded in a purely factual manner without acknowledging customer's frustration ('Oh, God') or expressing empathy; interaction remained transactional with no sincere recognition of inconvenience.
X2 Partially Met Tone & rapport conf 88%
Agent maintained consistent pace and tone but did not actively check understanding or adapt communication when customer expressed confusion about 2.4 GHz vs. 5 GHz bands.
X3 Partially Met Overall experience conf 86%
Agent avoided unnecessary repetition (e.g., model/serial asked once) but did not reduce effort by providing immediate self-help steps (e.g., band separation) that could have been attempted despite end-of-life status.
Call Transcript17 turns · 18 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.
00:00
Speaker 1
we're doing a review of all of your account. Oh sure. Because they have all of them. You go and see. Oh, we have all of them. With all your balance. Oh yes. Uh yes. I have a um, Leak router, and I don't have uh when I try to you know, with my eye phone, I'm in one room, and at the end of my apartment, even if I'm close to the to the router, everything works, but if I go to the other end of my apartment and I and I talk to uh the uh the internet people they said that I need to get a split on my router.
05:00
Speaker 2
Hello, thank you for calling WANX support. This is Tram. How can I assist you with today?
05:00
Speaker 1
No. No, I only have the router where my computer, my office is at the other, you know, at the end of the apartment where all the cables are, that's where the hookups are. And so, what I go to my other end of the apartment, there is a wall or two there. And so I understand 5G is not very compatible to go through walls as easily as another one. I to something. What what is that?
06:00
Speaker 2
let see right okay and on the other area of your apartment mam or house is there a router on that place that you don't have that you have a weak signal [silence] uh yes because the 5G has um shorter range but have a
06:00
Speaker 1
right, um, The, uh, POPMJ3B Productions. Now, on the network, NETEZ, your 4G, and 3G is not activated.
07:00
Speaker 2
so you have a 2.4 gig since. All right, so it only shows one network. If you separate the one, when you set it up before your lynx's router, then yes, you will find two networks. But if you didn't separate that one then you only find one network. But let's try to check that one out here and separate the networks. Okay. If you can provide the model number and the serial number of your linksys router.
07:00
Speaker 1
Yes, I can't. Yeah, nobody said anything about that. I had no clue. So, okay, just about all dear, I get gotta get my Morrow. Just a moment. Okay, the model number is E2500, V as in Victor, 4. And the serial number, let me see where that is. Serial number. Okay, here we go. All right, the serial number is one zero A four zero M two three B as in boy zero one one seven three. four [silence] say again [silence] bloom
08:00
Speaker 2
All right. Good it. Let me pull up here. And also may tell who is your internet service provider? OK. Good it. All right. So based on the record that I have here, mam with this model number that you provided to me and the serial number, this device is already part of our end of life and end of support device. It means that we don't provide technical support for this router anymore and also no updated firmware and we don't manufacture this device anymore.
09:00
Speaker 1
So, you're saying in order to get internet service to or, Wi-Fi to the end of my apartment, I have to go buy another router. Oh, God. Alrighty, so, that is the only way. Uh, do you know about boosters that are you that people put onto their Wi-Fi? Does that? Say again.
10:00
Speaker 2
Since this one was already outdated, what I can highly suggest to you is for you to purchase a latest router that is, you know, aside from tire routers and stuff that's you know, is more secure. [silence] Yes, ma'am. And if you wish to still use this one, what I can do here is, I can only send you an email on how to do it on your own. Only the Mac address, the mesh router.
10:00
Speaker 1
I'm, I just feel like if I go to walmart, I went there and I bought a booster and I never did get that to work so I'm gonna take that back, but what do boosters work, if you put them on your, on your router? of the 5G. Okay. What is the other one called? What's, is there, is there a number to it or is there a name?
11:00
Speaker 2
Yes, yes, it will work, however, IT will provide, uh, provide, uh, provide you half of the signal, since it will give you only 50% of your, of your subscribe speed or your signal speed. Yes. Um the other one ma'am is the mesh router then that will expand, um, your wi-fi without any problem. You will have a good roaming experience.
11:00
Speaker 1
Well, but what is that network called? 5G is the other one. What is this one called? So it has 2.4 plus 60. It's not 5G. And they're different. 5G and this 2.4 plus 60 is a whole new network. Okay, and I suppose that's newer. Is that newer then? So, I see. So this router that I have is probably not not update not to be it's not...
12:00
Speaker 2
[silence] I can provide you some model numbers and you can try to check it. Um, one is Mx6200. Um, this has 5G, a 2.4 and a 6G. There are three network. Yes. Cool. Yeah. Yes.
12:00
Speaker 1
updated. Got it. Okay. Well, I think then, I know what I need to do. And thank you so much. I appreciate your help and information. You've been you've been very informative. Okay. Thank you. Have a nice day. Bye bye.
13:00
Speaker 2
Yes, that is correct. You're welcome, man. You're welcome, man. And have a good one. Yeah, bye for now and have a good one.
13:00