V2 Rubric Detail — 29a4c96e-7a0f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 14:21
Duration
8m 6s
Contact
919-993-2718
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.4/5

V2 Rubric Scores

Resolution0.62/5
Technical3.12/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall33.7% (-34.3)

V2 Grader Summary

The agent correctly identified the E800 as a legacy device but failed to perform any diagnostic questioning (T1) or best-effort troubleshooting (R2, R3) before advising a replacement. While the technical claim regarding support status was accurate (T3), the lack of a logical diagnostic process resulted in an unresolved case.

V1 Case Analysis

Customer reports intermittent Wi-Fi on Linksys E800 (serial CAT62321081). Agent confirmed device is legacy and no longer supported. Advised customer to contact Spectrum for a new modem/router combo.

Troubleshooting Steps
  • Verified product model E800 in Linksys system
  • Identified device as legacy and no longer supported
Key Observations
  • Agent correctly identified the E800 as a legacy, end-of-support device (transcript [05:00]), aligning with KB expectations for end-of-life hardware.
  • No basic troubleshooting steps (restart, placement check, speed test) were performed despite the intermittent symptom, which could have ruled out simple environmental or configuration issues.
  • Agent did not confirm whether the E800 was ISP-provided before directing the customer to Spectrum, contrary to the guidance in `universal_support_contacts.md` (ISP should be the first point of contact for ISP-provisioned devices).
  • Serial number was captured correctly (CAT62321081), improving data completeness.
  • Agent's advice to contact Spectrum for a modem/router combo is technically accurate for a legacy device, but the KB does not explicitly state that the E800 is unsupported—only that ISP-provisioned devices should be handled by the ISP first.
Positive Highlights
  • Agent accurately identified the E800 as a legacy device no longer receiving firmware updates (transcript [05:00]), which is factually correct per Linksys KB and product lifecycle.
  • Provided a clear and actionable next step: contact Spectrum for a modem/router combo (transcript [06:00]), which is appropriate for a legacy device.
  • Efficiently reached a support path without unnecessary loops or hold time, demonstrating good call control.
  • Correctly communicated that Linksys no longer supports the device, setting accurate expectations for the customer.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting for intermittent Wi-Fi (e.g., restart router, check placement, test wired speed) before concluding a hardware fault. This could have ruled out simple issues per `universal_speed_performance.md`.
  • Did not confirm whether the E800 was provided by Spectrum, contrary to `universal_support_contacts.md` guidance. The KB states that ISP-provisioned devices should be handled by the ISP first, regardless of model age.
  • Did not verify warranty status or attempt to look it up, despite discussing support eligibility. This could have clarified whether paid support or replacement was an option.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent confirmed the device is end-of-support and offered no resolution beyond purchasing a new router; issue was not resolved and no valid escalation or workaround provided.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (e.g., reboot, firmware check, speed test) were performed despite customer reporting intermittent connectivity; agent skipped diagnostics and immediately cited end-of-support status.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the device as legacy, but failed to offer best-effort troubleshooting (e.g., factory reset, placement, interference) before directing replacement; OOW devices still require meaningful support attempt.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify specific symptoms or ask any diagnostic questions regarding the 'going in and out' connectivity issue, jumping immediately to a support-status conclusion based on the model number.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal system to verify support status — appropriate tool for determining end-of-life status of a legacy device.
T3 Met No misinformation conf 95%
Statement that E800 is a legacy device with no firmware updates is factually accurate per Linksys end-of-support policy (though not explicitly in the provided KB snippets, it is treated as a verified technical fact in this context).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent acknowledged transfer and gathered info but provided no structure, agenda, or transitions; call lacked framing and control, though not fully reactive.
C2 Partially Met Confirmed understanding conf 85%
Agent used polite tone and 'ma'am' consistently, but did not confirm understanding or simplify technical terms; no active adaptation to customer’s pace or comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent deferred entirely to Spectrum without attempting resolution or follow-up; no ownership demonstrated beyond information relay.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested contacting Spectrum for a bundled unit, which is a next step, but provided no timeline, contact method, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 80%
No prior history referenced; call followed a transfer but no handoff details or continuity checks were made.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted — issue was handled at L1 with a support-status determination.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent said 'I'm sorry' but did not acknowledge customer’s frustration from months of issues or repeated calls; empathy was minimal but not absent.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a consistent pace and polite tone, though somewhat scripted; customer remained engaged and did not express confusion, suggesting basic adaptation occurred.
X3 Not Met Overall experience conf 90%
Customer had to slowly read out serial and email character-by-character with no offer to simplify; agent did not reduce repetition or streamline data collection.
Call Transcript14 turns · 15 lines
Speaker 1
uh, yes, I was transferred to you from another agent. I am having internet my internet uh service my Wi-Fi service going in and out frequently the last couple of months. And I worked through my my mobile uh operator. I guess you want to
00:00
Speaker 2
[silence]
00:00
Speaker 1
uh, call them. Uh, the mobile service I have is spectrum and and I worked with them for about 45 minutes the other day and they said it's a Cisco problem. I needed to call you and they gave me your number and now they tell me the gentleman, yeah, the gentleman said because it's a lynx E800. I needed to call you. I know I've had this for years with no problem. It's on the back, it's a long number. Oh, the model number. The model number is in Edward, 800. [silence]
01:00
Speaker 2
I see.
01:00
Speaker 1
E for Echo 8-0-0. No, I have not. Yes. OK, the long number on the back. OK. Let's see. It's so small, I have to keep turning it around. Hold on, please. 1-3-9-1-0. The letter C, [silence]
02:00
Speaker 2
E for Echo, 800. okay, got it, thank you. okay, did you already tried calling us, calling Lennoxes before ma'am? so this is the first time? I see, may I have the serial number of your Lennox is please? the long number ma'am? yes.
02:00
Speaker 1
Like CAT 62, 3 2 1 0 8 1. Yes, it's area code 336, 749, 5 4 8 3. Uh, 3 3 6 7 4 9 5 4 8 3. Okay. Sherry, S-H-E-R-R-Y Sunday, S-U-N-D-A-Y. Uh, the the one you have in there. Probably, um, s is not my current one. I've never had to call you. Uh, you want my current one? I'm I'm not sure what the old one was. It was a hotmail account and I guess. You want my active one? Okay. Um, S like Sherry. L like LinkedIn. Um, S like Sherry. You for unicorn. M for Nancy. D for Daisy,
03:00
Speaker 2
any active any active Account, man. Yes.
04:00
Speaker 1
David Appley yesterday 66 gmail.com. I am this is my phone number yes that I'm calling from. Oh. [silence]
05:00
Speaker 2
uh-huh. Uh-huh. [silence] @thome.com. [silence] Okay, got it. [silence] Thank you. [silence] And you are calling from the United States, right? Okay. [silence] Got it. [silence] Thank you, ma'am. Okay. And yep, I was able to check on the exact unit you have, ma'am. And unfortunately, uh the uh the device or the router you have is already part of our end of support device, ma'am. This is one of our legacy router and the possible reason why it's already not working properly, ma'am, is because the firmware that was installed to this router is no longer updated and we cannot do an update on this anymore. Yes.
05:00
Speaker 1
Oh. Oh. Okay, you don't just supply one. You don't [silence] so what you're saying is Spectrum has a device now that also includes a router. Is it all within one piece of equipment? Um one one device, okay yeah, because I have the equipment I have from them as old as well as yours. Okay.
06:00
Speaker 2
So we cannot, we are actually not really trained for this type of device ma'am and the best thing that you can do for this is to upgrade your router. Like buy a new, a newer model. I'm sorry, ma'am. You can actually ask Spectrum, ma'am. They do have a bundle unit that you can purchase directly from them and they will be that device. They will be the one to install it. They do, yes. Yes. They do, yes. Exactly, ma'am, yes. Just one route. Just one device a combination of a modem and a router.
06:00
Speaker 1
All right. So I now that I've gone through all that I'm going to be able to say to them, this is what I found out from uh your company uh then to tell them that it's not compatible anymore and so I need it's an updated exactly. Okay. Okay, I'd rather stay with Yeah, I'd rather just do one company. So that's what I'll go ahead and do. Okay, thank you so much. Bye. [silence]
07:00
Speaker 2
[silence]
07:00