V2 Rubric Detail — 40b03bc4-807d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 18:44
Duration
6m 45s
Contact
615-792-4440
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00137323
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support WRT54GS
⚠ 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

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall11.7% (-44.3)

V2 Grader Summary

The agent correctly identified the WRT54GS as a legacy, out-of-warranty device per the KB. However, the agent failed to provide the required best-effort troubleshooting for OOW devices, performed no diagnostics, and offered no empathy, leaving the customer's connectivity issue unresolved.

V1 Case Analysis

Customer reports weak internet on WRT54GS. Agent confirmed device is out of warranty and unsupported. No troubleshooting performed. Sent generic self-help article via email.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the WRT54GS as a legacy, unsupported model and accurately communicated its end-of-life status.
  • No troubleshooting steps were performed despite a clear connectivity issue — no modem test, reboot, or configuration check.
  • Agent offered a generic self-help article on 'NVP Support Linksys routers' which is not relevant to the WRT54GS and may mislead the customer.
  • Customer email (DoraSalinas@Salinas.net) was collected but no validation of basic steps (reboot, signal strength) was attempted.
Positive Highlights
  • Correctly identified the WRT54GS as a legacy model and accurately stated it is out of warranty and no longer supported by Linksys.
  • Properly collected the customer's name (Dora Salina) and email (DoraSalinas@Salinas.net) for follow-up communication.
  • Offered to send a self-help article via email, providing a minimal next-step resource to the customer.
Agent Errors / Gaps
  • Failed to perform any basic troubleshooting for an internet connectivity issue, violating standard protocol for WAN setup problems.
  • Provided a generic self-help article on 'NVP Support Linksys routers' which is not applicable to the WRT54GS and may mislead the customer.
  • Did not verify the actual symptom (e.g., wired vs. wireless, all devices affected) or rule out ISP-side issues.
  • Did not confirm whether the customer had already attempted basic steps like rebooting the modem or router.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered no resolution path beyond suggesting a router upgrade and sending a generic self-help article; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken—no speed test, no modem check, no signal verification—despite a reported two-week connectivity issue.
R3 Not Met Correct resolution path conf 96%
Agent cited end-of-support status correctly but failed to provide any best-effort troubleshooting (e.g., factory reset, firmware check, setup guidance) as required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms beyond 'weak connection,' asked no follow-up diagnostic questions, and skipped root cause analysis.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used—agent did not guide customer to router UI, suggest a direct modem test, or use remote diagnostics despite a clear connectivity complaint.
T3 Met No misinformation conf 93%
Agent accurately identified the WRT54GS as a legacy device and stated it is out of warranty/support, which aligns with the 'Legacy Pre-2010 Devices' section of the KB.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set expectations, frame the interaction, or maintain control—call ended abruptly without confirmation or closure.
C2 Not Met Confirmed understanding conf 93%
Agent used technical terms like 'life cycle phase' without simplification or confirmation of understanding; no adaptation to caller's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disclaimed responsibility immediately, offered no hands-on support, and closed the case without owning the customer’s problem.
O2 Partially Met Proactive follow-through conf 90%
Agent mentioned emailing a self-help article but provided no timeline or confirmation mechanism, leaving follow-up ambiguous.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—issue was within scope but mishandled, not escalated.
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 95%
Agent showed no empathy for two-week outage; no acknowledgment of frustration or inconvenience—only transactional closing remarks.
X2 Not Met Tone & rapport conf 94%
Agent maintained a flat, scripted tone throughout, failing to match caller’s pace or emotional state, resulting in disengaged interaction.
X3 Not Met Overall experience conf 95%
Customer repeated serial number and account details; agent did not leverage known info or streamline intake, increasing customer effort.
Call Transcript6 turns · 10 lines
Speaker 1
I'm sorry, what did you say your name is? I. Okay. I'm Olivia, and I'm the assistant to the holder of someone that has a Linksys router and the modem and Spectrum. And we've been having some difficulty with our internet connection for the last two weeks. We spoke with Spectrum. and they said that it is the router and that we needed to reach out to you all. Apparently, the router is showing a weak connection and that has nothing to do with Spectrum. So, we needed to call you guys. Yeah. Let me see if I can find, find that. Let's see. Okay. It is C G N C 1 G 8 8 4 9 8 8.
00:00
Speaker 2
Let's see, um, can I have the serial number of the Lynx's radar? [silence] All right. Say it again. the(server nude.
01:00
Speaker 1
Yes, that's correct. My name is- My name is Olivia, but the account holder would be Dora Salina. Olivia Lindsay. L-I-N-D-S-E-Y. Correct. It's Dora Salinas, D-O-R-A, S-A-L-I-N-A-S, at Dora Salinas dotnet. No, S-A. Correct. No. Dora Salinas at Dora Salinas dotnet. So it's her first and last name at her first and last name dotnet.
02:00
Speaker 2
Olivia Lindsey, thank you. uh, what about your email address, Olivia? [silence] Dora Salinas S-I as A L-I-N-A-S. Dora Salinas at Salinas.net. Let's see. Let's see. All right, thank you for the clarification, Olivia, and you mentioned your internet service provider was packed on all right uh this is the only linksys router um your friend has been using alright uh olivia i have to tell you that your linksys router uh model wrt54gs actually is already out of warranty and this router is a classic or older router from linksys it uses an older technology and apparently this router already reached its life cycle phase uh it's ended it's support was ended last july 2022. So, meaning we no longer provide technical support or assistance with regard to this router because the router is old, it uses an older technology, and we can no longer provide any assistance with regards to this because there is no longer any router type with this model. What I can suggest is to upgrade your router to a newer Linxys router or any brand that uses the newest Wi-Fi technology or newer technology. Because, as I've mentioned, this router is using an older technology, so that could be the reason why it's affecting its performance. Another thing is that we no longer provide assistance or troubleshooting steps with regards to this router because it's no longer in line.
03:00
Speaker 1
Oka.arret, view. Thank you. You too. Bye bye.
06:00
Speaker 2
So what I can only provide to you is to self-help article with regards to NVP Support Linksys routers. The self-help article is composed of many home networking setup guide on how to configure your reset settings on router or setting it up. So you can just check out those articles that I'll be sending via email. You're Welcome. Thank you for calling Linksys. Olivia and take care. Have a great one. Goodbye. You're Welcome. Bye.
06:00