V2 Rubric Detail — 257c8d4e-759c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 22:28
Duration
17m 4s
Contact
Karen Deol
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135568
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E1200 - intermittent disconnection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-59.8)

V2 Grader Summary

The agent failed to perform any diagnostics or use tools to isolate the router issue, instead pushing a sales recommendation to replace the old E1200. No empathy, call control, or ownership was demonstrated, and no next steps or escalation were provided, leaving the customer's problem unresolved.

V1 Case Analysis

Customer reports frequent disconnections after Spectrum modem replacement. Agent confirmed the router is a 13-year-old Linksys E1200, which is incompatible with modern high-speed internet. No diagnostics performed. Recommended upgrading to newer Linksys models (WHW01, MX2000, MX4200, MX6200). Customer accepted self-help path.

Troubleshooting Steps
  • Identified router model (E1200) and estimated age (~13 years).
  • Concluded the router is outdated and incompatible with current ISP speeds.
Key Observations
  • Agent correctly identified the root cause: an outdated E1200 router cannot handle modern high-speed connections from the new Spectrum modem (aligned with KB guidance on hardware limitations).
  • No diagnostic steps were performed (e.g., direct modem test, WAN status check), violating KB protocol for isolating ISP/modem/router issues.
  • Agent provided accurate product recommendations (WHW01, MX2000, MX4200, MX6200) that are compatible with modern ISP speeds and customer needs.
  • Warranty status and serial number were not collected, and no case was created, but the router's age strongly suggests out-of-warranty status.
  • Communication included unclear product names (e.g., 'Linksys Atlas', 'Veloo Pro 6C'), but these were likely ASR artifacts and did not affect technical accuracy.
Positive Highlights
  • Correctly diagnosed that the 13-year-old E1200 router is outdated and incompatible with current high-speed internet from Spectrum (transcript [03:00]), aligning with KB guidance on hardware limitations.
  • Provided accurate guidance on newer Linksys models (WHW01, MX2000, MX4200, MX6200) that are compatible with modern ISP speeds (transcript [04:00]–[05:00]).
  • Offered budget-conscious recommendations under $100 for a single-user household (transcript [04:00], [13:00]), demonstrating practical guidance.
  • Clarified that the LN1201 is an add-on node, not a full router, preventing a potential mispurchase (transcript [08:00]).
  • Maintained a polite and helpful tone throughout the call, and the customer expressed appreciation (transcript [15:00]–[16:00]).
Agent Errors / Gaps
  • Failed to perform basic diagnostics per KB (Step 1: test directly at modem; Step 3: verify WAN connection status).
  • Did not collect or verify the router's serial number or warranty status, though the router's age suggests out-of-warranty status.
  • Did not create or reference a HappyFox case number.
  • Provided unclear product names (e.g., 'Linksys Atlas', 'Veloo Pro 6C') that may confuse customers, though these were likely ASR artifacts and not technical errors.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never performed diagnostics or troubleshooting; only recommended router replacement without resolving the disconnection issue.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken — agent did not ask customer to test modem directly, check WAN status, run speed test, or access router interface.
R3 Not Met Correct resolution path conf 95%
Agent dismissed troubleshooting due to router age and recommended replacement without verifying warranty status or attempting best-effort troubleshooting for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent skipped root cause analysis — jumped directly to hardware incompatibility without asking about symptoms, testing at modem, or checking for configuration issues.
T2 Not Met Appropriate tools / resources used conf 100%
Agent failed to use required tools or guidance from the KB, specifically skipping modem-direct speed test and local web interface check as outlined in universal_isp_modem_diagnostics.md.
T3 Not Met No misinformation conf 95%
Agent claimed E1200 is 'not compatible' and the 'reason you have disconnection' solely based on age; KB requires diagnostics to determine if issue is ISP, modem, or router. Recommended WHW01 (AC1300) for 'thousands of speed' modem, which contradicts KB guidance on speed caps.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacks structure — agent uses filler phrases like 'Okay?' repeatedly, has long silences, and fails to set expectations or control direction of conversation.
C2 Partially Met Confirmed understanding conf 86%
Agent uses simple terms but pushes product models and prices without confirming understanding; shifts to sales mode rather than adapting to customer’s technical level or needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent abdicates ownership by immediately suggesting purchase of new equipment instead of troubleshooting; no follow-through on resolving the reported disconnection issue.
O2 Not Met Proactive follow-through conf 93%
No clear next steps given — agent only lists product names and prices; no action plan for diagnosing or fixing current problem.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context available.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted in this interaction.
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 96%
Agent never acknowledges customer’s frustration over daily restarts or expresses empathy; interaction remains transactional and sales-focused.
X2 Not Met Tone & rapport conf 91%
Agent maintains a promotional tone, fails to adjust pace, and does not check comprehension — customer expresses confusion over product options.
X3 Not Met Overall experience conf 94%
Customer is forced to research models and prices independently; agent creates unnecessary effort by not providing clear guidance or simplifying choices.
Call Transcript30 turns · 32 lines
Speaker 1
a [silence] [silence] a [silence] Welcome to for [silence] [silence] [silence] a [silence] Hi, my name is Kieran. How are you? So, I have a a lynx Rouen thorough with um Cisco and lately,
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. For in-warren County, our support team is available to help with performance and hardware issues. Register your product by visitingregister.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, please have your device's serial number and contact information ready. If unknowledgeable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. Thank you for calling Ingers. My name is Nathan, who I know, who am I speaking? I'm good, Karen. How can help you, Karen. [silence]
00:00
Speaker 1
probably for the last week um my service is with Spectrum they um have given me the modem there's no trouble with the modem but maybe about three to five times a day I have to restart the modem I have to restart the modem and the router because the signal keeps telling me I have no uh service yes ma'am yes sir sorry yeah KK DEOL at gmail.
01:00
Speaker 2
Uh, mm-hm. So, it's a new modem coming from Spectrum. Okay, let's verify this one. Your first time calling as Karen, right? I didn't see your record in the system. Can I? Can I get your email address? Let me create a case ticket for you. [silence] One more time, can you repeat?
01:00
Speaker 1
While you have or no,
02:00
Speaker 2
Okay. K K DUL at Gmail.com. What's your last name, Karen? Yes. That's correct. What is your last name? All right. Uh, All right. Can you give me the serial number of the device? Let's take a look if it's still good. You can find it. Go ahead. Do you see the model number? Do you see it? Yeah.
02:00
Speaker 1
model number Linksys E 1200. [silence] Houston.
03:00
Speaker 2
All right. Let me take a look. Okay. I got the problem. b**eep**eep.b**eep**h replacing your spectrum modem. Your modem is updated to the latest version and the speed is very, very high, very good. Your router cannot cope up with this one. It's not comfortable on anymore. Your router is since, you have this since 2013. This is 13-years old router. It is not compatible anymore. It's just like you have an iPhone 3 on everything on the network. It will work. But it's very slow. That's the one. That's the reason you have disconnection, Kevin. Your solution, you need to replace the router. When spectrum came over, the reason is they changed the model is they have updated a lot of new things which are not supported on your old router.
03:00
Speaker 1
Okay, which one? Which one? Act, hold on a sec. Act six MX, which one? 62, 2000.
04:00
Speaker 2
greater the entire network. The speed before is like 400, 500. Now they are over thousands of speed. They're very fast and your router cannot cope up with that one, and just the reason you get disconnection. Your solution: you have to replace the router. Go for not the expensive one. MX6200 is around $150, or MX4200 or MX6200. Yeah. That's 150. Or you can go for MX2000 or MX4200. It's less than 100. Just more than enough for you. MX2000 is the, 6200 is the more expensive and robust. It can cover big.
04:00
Speaker 1
6200. Okay. otherwise if you live streaming then it's 6200 you need it. I see. sure very funny. So Linksys no kids. No I don't have any kids. It's just it's really single usage so it's not we're looking at very few devices honestly. So it's really not you know
05:00
Speaker 2
Okay? space and stronger? okay? more updated. The average is... yeah. is updated. The 4,200 and 2,000 that's more than enough for you. Unless you have a gamer in the house, a YouTuber, a kids, then you need to go for the 6,200. but ordinary users like us, yeah, 4,200 and 2,000 would be more than enough. Yes. work from home, 4,200 would be more than enough. But kids around with all them online all the time, uh, they will saturate your, maybe. Yeah, kids they I don't know. Oh, okay, a good
05:00
Speaker 1
Um, I'm just looking, how to, where do I buy it? Oh, Interesting. Oh, of course, yeah. Sure, I'm sure that sometimes you have to, well, you probably have to figure out the, okay. So I see the one, the wireless one linksys multi-gig mesh wire, oh, gosh, it's not making this easy for me. Um, [silence] You know, on Amazon, they make it so that they haven't put the [silence] Like they have Axe, 5400, 5400, 5400. No, the 5400, they're charging like um $150. Okay. Thank you for your help. I really appreciate it because obviously, everybody knows money is a little bit tight at the moment. The, um, um, model name. Is there a model name? They're saying LN 1201. No. Actually, this one is $670. I don't know why. Linksys.
06:00
Speaker 2
yeah, that's good how much 50 70 $ 100 that's a good one uh, that's too much yeah, I know uh, there's a new one that's too expensive 70 bucks that's a good one
07:00
Speaker 1
develop micro mesh wi-fi 6 add-on node dual band wi-Fi range extender booster ln1201. this one they're selling for $70. yeah it's okay ln1201 ln1201. Oh. Oh, oh, I see. Okay. Okay, so that's no good. Um, what's the first thing? I see the but we need the actual router. Say it again.
08:00
Speaker 2
how many okay 77 ln ln 1100 right uh i said a ah this is just a no ah this is just a satellite it's an add-on not router okay yeah you need the mother this is just a child example you need to extend the range this one that you need to buy try lynx is atlas try that one lynx this is atlas
08:00
Speaker 1
white blocks Linksys Atlas. Let me check. I'll try Best Buy cause it looks like. Linksys Atlas at Best Buy. No longer available in new condition at Best Buy. See similar items below. [silence] Try it again. Say it again. Linksys. Say that again. [silence] Vicky Echo Lima Oscar, what's the last one? Peter. Okay. [silence]
09:00
Speaker 2
Or you can try Wavel Pro 6E. yeah. uh Luskas and then space V E L O p l y. And then space two letters and number.
10:00
Speaker 1
Okay, space? Uh, Veloo Pro 6C? Mm-hmm. Yeah, that one I see on Amazon. It's just a- they're all- last do until the last for how long? Okay. These are so expensive. They're so expensive. They're expensive. Yeah. [silence]
11:00
Speaker 2
Pro P R O and then space fixed E. Mhm. we got it, somewhere 149. and also that's a good one. That can last you about next. got it. We're around five to seven years more to go. The router can the router physically expensive. Yeah, I know. You don't need that much. Try, let me see. [silence]
11:00
Speaker 1
[KEEP_UNCERTAIN] But this is helpful. I can look, I will look. You gave me a lot of good titles and I, I know you're probably quite busy. So you gave me the Linksys Atlantis Pro 6, um, that you think is good. There's the all of these ones, the two MX 2000, MX 4200, MX 6200. They probably want to sell you like the newest ones, you know? So it looks like to push that one because it's like, Yeah, but I just need the one that's yeah, yeah. I need the one that's like good, you know what I mean? Like it's like, I just need the one that's going to work with my internet and and and make my life a bit easy, you know? Um, but not the most expensive. I don't need I don't need the most expensive one right now. So if I can get it to under a hundred, it's really great. Um, there's one for.
12:00
Speaker 2
sas uh yes I know they're gonna push you to the sun something extended and then something that you don't actually need I got here around 45 45 There we go.
12:00
Speaker 1
Yeah, this my apartment's about 1400 sq ft. What is it called? Which one? Yeah, HW1. WH1. Vellup, yeah, Velup AC1300. I'm looking. Linksys Vello, okay, there's one called, okay, I see one that's $70. Linksys Vellup, WH. It says, no, it's one. It's only one node.
13:00
Speaker 2
well mesh co Wi-Fi system is up to a thousand five hundred square feet AC 1300 yes this is good enough for a few WHW-1 or WHW-3 the model whiskey hotel whiskey hotel whiskey 03 side of on or Do figure irrelevant. yes $45. you saw that one that's good enough good and there's three nodes.
13:00
Speaker 1
it says W H-H linksys velocity level up W-H-W-0101 A-C 1300 one pack $70. huh? can get better. it's interesting because it's like Amazon is really, you know, usually Amazon is a very good price, but not now. oh, I see it. okay. I see actually at Walmart linksys W-H-W-01 dual band series velocity A-C 1300 that's $40. okay, super. this one's good. linksys W-H-W-01 dual band series velocity A-C 1300 whole
14:00
Speaker 2
That's fancy. Yeah, that's good. How much? $45. Not too expensive. You can get better than that one. Too expensive. Not that one. Yeah. I have multiple preferences. That's more than enough.
14:00
Speaker 1
Mesh Wi-Fi system. yeah? you know? no even if like even if let's say if you had the cell phone going you have the TV going you have the laptop going let's even say you have two friends over with their cell phones and their laptops no more than seven devices always under 10 devices. and this will go well this will this will go well. Okay great and this one will go well with the um with this this new um modem that I have? okay amazing. Thank you so much for your help
15:00
Speaker 2
Yeah, this is sturdy. It is very it's not about powerful in terms of many devices. Let's say you have 20, 30 devices, that's that's good enough. If you have more than 50, it's not capable. I don't think you get more than 20 devices connected at the same time, right? Yeah. Mhm. Ah, that's more than enough. This is good. And by the way, you get this one. Yes, three years warranty. Then you know. Correct. Correct. Yes. Yes, it will.
15:00
Speaker 1
This is really helpful. And then this one says Walmart by plan protection plan by Allstate. I don't need the plan because it comes with a plan from Lenksys. Yeah? I see. Okay. Okay. Fantastic. Okay. Amazing. Thank you again. I so appreciate this. This was so helpful. Am I supposed to do you no, that's perfect. Thank you. Thank you again. Okay. Okay, good night.
16:00
Speaker 2
Thanks, Karen, and it was my pleasure helping you. Uh, uh, uh. No, no. No. Yes, it's really free for you. And then the phone support is, you can have it unlimited as long as the hardware is working. But the hardware, uh, you have three years warranty for that one. It goes down, we can replace it. Uh, after three years, if you say, oh, no, the Linksys it's down, we can help you support on the phone. The support free as well. Unlimited. All right. Nice talking to you, Karen. Is there anything else you can help? Okay, good day and good night. Have a nice day. Bye.
16:00