V2 Rubric Detail — 246b5f00-6379-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:32
Duration
16m 7s
Contact
Lynn Sorsoli
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132679
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Presales Inquiry.
⚠ 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
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-47.8)

V2 Grader Summary

The agent failed to troubleshoot, provide a clear upgrade path, or take ownership, leaving the customer with no resolution. Despite correctly identifying the E1000 as obsolete, no actionable guidance or empathy was offered, resulting in a fully unresolved case with multiple critical gaps in technical and customer service standards.

V1 Case Analysis

Customer (Lynn) with E1000 router (serial: CVN-1-1-K704188) reported frequent device drops and sought upgrade advice. Agent confirmed model but did not verify warranty or troubleshoot. Recommended MX2000/MX4200/Atlas Wi-Fi 6 and advised callback for setup. No case created or self-help provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified E1000 from serial number [07:00], aligning with KB product family.
  • Upgrade suggestions (MX2000, MX4200, Atlas Wi-Fi 6) were technically valid per KB for mesh replacements.
  • No warranty verification or troubleshooting performed despite upgrade context.
  • Agent failed to offer self-help resources (KB articles, email guide) for setup.
  • Customer mentioned Roku hotel mode [12:00], hinting at possible misconfiguration, but agent did not investigate.
Positive Highlights
  • Accurate model identification from serial number [07:00].
  • Valid product recommendations (MX2000, MX4200, Atlas Wi-Fi 6) per KB guidance [11:00–14:00].
  • Collected customer contact details (phone/email).
Agent Errors / Gaps
  • Missing warranty/coverage verification despite upgrade discussion.
  • No troubleshooting for reported connectivity issue.
  • Failed to create or reference a support case.
  • Did not offer self-help path (KB articles, email) after customer declined immediate help.
  • Allowed long silences without explanation or call control.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue, initiate an RMA, or provide a concrete upgrade path; only advised to purchase a new router and call back for setup help.
R2 Not Met Diagnostic thoroughness conf 97%
No actual troubleshooting was performed; agent collected basic info but skipped diagnostic steps like reboot, firmware check, or signal assessment.
R3 Not Met Correct resolution path conf 96%
Agent recommended an upgrade without determining warranty status, confirming hardware failure, or offering best-effort troubleshooting for an older device.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify root cause of dropped devices; no targeted questions about interference, congestion, or firmware were asked.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., warranty lookup, product database, remote diagnostics) were used despite the customer’s request for a replacement.
T3 Partially Met No misinformation conf 88%
Agent correctly noted the E1000 is discontinued and suggested upgrading, but provided no accurate model comparisons or technical justification.
Communication
C1 Not Met Clear & professional language conf 97%
Call lacked structure; agent lost control with long silences, repeated holds, and no clear transitions or expectations.
C2 Not Met Confirmed understanding conf 95%
Agent used vague, non-adaptive language and did not confirm understanding or adjust to customer’s expressed confusion about setup.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent deflected ownership by telling the customer to call back after purchase instead of guiding through the upgrade process.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timeline, or follow-up commitment were given—only a vague 'call us back' instruction.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was a request for upgrade, not a complex unresolved fault.
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 96%
Agent showed no empathy for customer’s frustration with an aging router; interaction remained transactional and impersonal.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace; communication was robotic and failed to engage the customer effectively.
X3 Not Met Overall experience conf 96%
Customer had to repeat information; agent did not use collected data to streamline the process or reduce effort.
Call Transcript23 turns · 25 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty 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. [silence] Please have your device's 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.
00:00
Speaker 1
This is Derbyshire, for basketball games. So now all the people... ... Hello? Hello? I'm looking for a replacement ruh.
04:00
Speaker 2
Hi, thank you for calling linksys this is Jean, how can I help you today? Hi, this is Jean from linksys technical supports, how can I assist you today. Hello? Hello? Yes, this is Jean from linksys technical support ma'am. How can I help you today? [silence]
04:00
Speaker 1
Yeah, um yeah, I do. And we've loved it but it's starting to drop devices and it's very old and we would like a new one. Lyn L Y N N yeah, like Sam, O-R. Like Sam, O-L-I. Lyn N
05:00
Speaker 2
are you planning to do an upgrade? but is this your first time calling us for support? and are you calling from United States? okay. so do you have an old router from link sys, ma'am [silence] I see. and may I know your first name and last name by the way? L - I - N L - Y - N - N and your last name? Lynn?
05:00
Speaker 1
Mmm-hmm. six one seven two five six five seven one five. it's. C-H-R-Y S-A-N-T-H-E-M-U-M-M-H-U-M at m-s-n dot com. one. I can look at it. where would I look to find the serial number? okay. okay.
06:00
Speaker 2
So, for Sally. When you recall back number, when your email, Okay, so can you please provide a survey, how many links has devices all mesh system that you have? Can you please provide a series number of that router? Underneath or on the bottom look for S slash N or the serial number.
06:00
Speaker 1
... ... I have a CVN no. CVN. 1... yes CVN-1-1-K704188 ... ... ... ... ... ... 1... spectrum ...
07:00
Speaker 2
is that a links to product? look underneath or at the back at the back of the router [silence] Okay [silence] so see for Charlie v for Victor N for November 1 1k for kite 704188 [silence] It's an e 1000 [silence] and who is your Internet service provider? [silence] May I know how big is your house and how many floor levels does it have?
07:00
Speaker 1
two floors, four bedrooms. I don't know how many square feet. probably. that's the team says. 2000 maybe. So that's for that. approximately, probably less than that, but that would be the outside. So I don't know how to look that up. Hold on. Yeah, I have to look at this. at a bill. [silence]
08:00
Speaker 2
just estimated. So red four bedrooms and approximately measures 2,000 square feet. That's okay. And may I know your internet speed subscription from spectrum, uh you're paying monthly for that maybe on the receipt, try to check your receipt.
08:00
Speaker 1
hey mom do we have a can you can you find me a recent bill from spectrum spectrum can you find me a bill from spectrum I'm just gonna locate that for you usually it may be two at one time but what what's happening is as soon as we put one on the other one comes off so we have to kind of constantly log in so I know I know that's why I'm that's why I'm looking for an upgrade [ silence ]
09:00
Speaker 2
Yeah, it's okay. And while waiting, let me ask you, how many devices are commonly connected to the network? Yes. And as of now, also on Lee, we are no longer manufactured this router. So I highly recommend also to do an upgrade.
09:00
Speaker 1
Okay, here's spectrum. Here to date. No, this one. Okay. Nope, this is good. Um, here we go. That's interesting. It's not saying what the speed is on my bill. Hmm. It doesn't. [silence] I was not say what the speed is for internet spectrum intranet. It doesn't say that. I thought it doesn't say anything on my actual bill. It just says spectrum internet. [silence] Okay. So, so, so, MX2000. Uh hmm. Uh hmm. Yes. And that's two thousand are okay. Uh hmm, MK 4200. Okay. Okay. Great. You can help. I know ours is set up in a very weird way because we have to use like a password to get in. On my old router, it it's a it's kind of weird. It just um you have to use like on Roku, you have to use the hotel setup to to get to the password to get it to go. So I understand that it's it's it's really fine. I just wanted to I mean, I know it's very old and I'm ready to upgrade. I just needed to know the
10:00
Speaker 2
free to call us back so that we can assist you setting up your newly purchased router. Okay? yes. What do you mean? Is it the old router? Yeah, I don't really apologize for that one. Sharon, as what I mentioned earlier, we doesn't have any resources available to troubleshoot this device. Uh better to do an upgrade.
12:00
Speaker 1
suggest model to upgrade to. But I'm not seeing anything called model to upgrade to. But I'm not seeing anything called MX 2000 on. Um I see things called Atlas. Okay. I nothing on, yeah. It it just comes to Atlas. Um Hydra Pro. Hydra Pro 208. Hydra Pro 2. 1. uh, I had. When I maybe I'll just put link since it's my Hydra Pro MR 24 MR, 23 20 mesh.
13:00
Speaker 2
Amazon. Hold on. Let me check. So, look for MX 2000. So, let me help you. How about M. M X 2000. 2001. Refer to one. Nope. Yeah. You can see it. Linksys. You may include Linksys. Linksys MX 2001. So that it will show the Linksys device.
13:00
Speaker 1
Wi-Fi, MultiGig. AX 2020. I have an AX 2200 here. I have. See, where did the Atlas one go? Atlas. Huh. 4200. Atlas.
14:00
Speaker 2
Yeah, because our link sys MX 2000 is our AX 3000. That's it. The AX 3000. [silence] How about the Atlas Wi-Fi 6 router at home? You can also look for an MX 4200.
14:00
Speaker 1
That's it. Altus Wi-Fi 6. Okay, I have Altus Wi-Fi 6. Okay. I found a couple of those. One, one node, one node. Okay. Okay. Oh yeah. Yeah. Does it stay, does it stay, does it stay connected when you, when you're not using it or do you have to reconnect every time you, every time you start to use something else? Okay. [silence] Okay. Okay, then.
15:00
Speaker 2
Yeah, that's it. Yes. So you can purchase one node. Yeah, one node of that one. Yeah, because each of this node can cover up to 2,000 ft². And you mentioned earlier that you have commonly two devices connected. So you just need one node at the moment. No need to purchase your pack. Okay, so if you're going to start a new device, we really need to reconnect them to the modem. So better to call us back, Karen, to assist you setting up your newly purchased router. Okay?
15:00
Speaker 1
Thank you. Okay, bye
16:00
Speaker 2
Okay, you're welcome and have a great day. Bye.
16:00