V2 Rubric Detail — 410c501e-7932-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 12:00
Duration
20m 6s
Contact
Hubert Call
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135934
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall19.1% (-3.0)

V2 Grader Summary

The agent identified the router as an out‑of‑support E5400 and suggested buying a new device, but offered no troubleshooting, used incorrect support URLs, and gave no concrete next steps. No escalation was made, and the customer's issue remained unresolved.

V1 Case Analysis

Customer reported complete internet/Wi-Fi outage. Agent incorrectly stated E5400 is out of warranty and unsupported, provided wrong support URLs (support.lengus.com, support.lynxsys.com), and performed no troubleshooting. Issue unresolved; call incorrectly closed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent inaccurately claimed the E5400 is no longer eligible for firmware updates or technical support without verification (KB contradiction).
  • Provided two incorrect support URLs: 'support.lengus.com' and 'support.lynxsys.com' (transcript [18:00], [19:00]). Neither domain is listed in the KB or ASR normalization terms as valid Linksys support domains.
  • No troubleshooting steps were performed despite a clear WAN connectivity issue, violating basic support protocol per the KB.
  • Repeatedly misheard the customer's email address as 'gmail.com' instead of 'yahoo.com' (transcript [15:00]).
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Provided incorrect support URLs—'support.lengus.com' and 'support.lynxsys.com' are not valid Linksys domains per KB.
  • Falsely stated that the E5400 no longer receives firmware updates or technical support. The KB does not support this blanket claim; E Series devices may still be eligible for basic troubleshooting and firmware updates if available.
  • Failed to perform any diagnostic steps for a reported internet/Wi-Fi outage, violating basic support protocol per the KB (universal_troubleshooting_basics.md).
  • Misheard and repeated the customer's email address incorrectly as 'gmail.com' when the customer clearly stated 'yahoo.com'.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never provided a fix; only told the customer the router is unsupported and suggested buying a new one.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were taken – no reboot, no status‑light check, no firmware check, etc.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the E5400 as out‑of‑support and recommended an upgrade, but did not explore any other possible fixes or verify warranty status.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions about lights, modem, or connection type; no logical symptom analysis.
T2 Not Met Appropriate tools / resources used conf 90%
No tools or resources (remote session, admin UI, logs) were used even though they were needed to verify the router’s state.
T3 Not Met No misinformation conf 90%
Provided incorrect support URLs (support.lengus.com, support.lynxsys.com) and gave no accurate technical guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent greeted the caller and collected basic info, but failed to keep the call on a clear troubleshooting path.
C2 Met Confirmed understanding conf 85%
Language was simple, agent apologized, and there was no use of unnecessary technical jargon.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not attempt to resolve the issue nor take ownership beyond stating the product is obsolete.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps or timelines were given; only a vague suggestion to “visit the support site” and “upgrade”.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offered an apology but did not show genuine empathy for the customer's frustration.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust tone or pace to match the customer's upset state; remained scripted.
X3 Not Met Overall experience conf 85%
Providing wrong support URLs forced the customer to search elsewhere, increasing effort.
Call Transcript10 turns · 13 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. [silence]
00:00
Speaker 1
my goodness Yes. My internet, my Wi-Fi has been out over the weekend. And I've called my cable subscriber and they told me I need to call their Linksys. Uh, no .
07:00
Speaker 2
hi. Thank you for calling Linksys. This is Rache, and I'm going to help you today. Okay, so I totally understand your concern aloud, but is this your first time calling us for support?
14:00
Speaker 1
Yes, ma'am. Is Hubert, H-U-B-E-R-T, call, C-A-L-L? Yes, correct. His number is three three six eight three eight two four four four. Uh, his e-mail is explorerSC at yahoo.com. Yes, with SC on the end. Yeah, uh,
15:00
Speaker 2
and are you calling from United States? May I know your first name and last name? So it's H U B E R T call and your call back number? How about your email, sir? That's e x p l o r e r Explorer letter s for sam, C for charlie at gmail.com. [silence]
15:00
Speaker 1
uh i have with spectrum uh i just got the regular one i've got the serial number yes it's 309 as Nancy 10 M as Mary 21 C Charlie 06 778
16:00
Speaker 2
and how many Linksys devices do you have in total? okay um Linksys Linksys Linksys router. So you have one Linksys router. Can you please provide a serial number? so it is 30n for November, micro n for Michael T 1, C for Charlie 06778. Okay, so the model number of your Linksys router is an E5400. OK, so before we proceed, sir, I would like to set an expectation regarding all, the status of your router and I really apologize for the inconvenience, but this product is no longer received Software or security updates. And it's no longer eligible for technical or warranty support. So I highly recommend for you to do an upgrade. But if the router is still working in your end, you can also feel free to visit our support site, support.lengus.com. We have also links is AI agent there for your helpful tips and guidance. [silence] We have also links is AI agent there for
16:00
Speaker 1
OK. OK, so that means you can't do anything with this. Oh my goodness. Well, I think that just don't make no sense. OK, well, I appreciate it. I won't buy another one from.
19:00
Speaker 2
So feel free to visit our support site, support dot lynx sys.com. Yes, and I do really apologize for that inconvenience. You had feel free also to do an upgrade or purchase a new one. Yeah, because as what we mentioned earlier, this router is no longer received software or security updates.
19:00
Speaker 1
Thanks.
20:00