V2 Rubric Detail — 42a6795a-69a5-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-16 17:03
Duration
5m 18s
Contact
Linda Johnson
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133627
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to Configure Wireless Settings.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency4.00/5
Overall3.9/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall89.6% (+11.6)

V2 Grader Summary

The agent correctly confirmed the EA6350's dual-band capability and EOL status, directly answering the customer's question about 2.4 GHz support for a doorbell camera. While the interaction was efficient and accurate, troubleshooting was minimal—limited to model verification without probing further into setup or connectivity. The call was handled professionally with appropriate communication and ownership, resulting in a successful resolution.

V1 Case Analysis

Customer (Linda Johnson, EA6350, serial 740334-0611) asked if router supports 2.4 GHz for doorbell camera. Agent confirmed dual-band (2.4/5 GHz) capability and noted the device is end-of-life. Issue resolved.

Troubleshooting Steps
  • Confirmed router model (EA6350) from customer-provided information.
  • Provided accurate technical information: EA6350 is dual-band and supports 2.4 GHz.
Key Observations
  • Agent correctly confirmed EA6350 is dual-band (2.4 GHz and 5 GHz), directly answering the customer's question.
  • Agent misnamed the customer as 'Doug' despite having 'Linda' documented.
  • Agent initially misidentified the model as 'NEA 6350' (invalid model) before correcting to EA6350.
  • Agent accurately stated the device is end-of-life per KB, but did so without customer request or system verification.
  • Call was efficient with no unnecessary loops or repetition.
Positive Highlights
  • Collected customer name, serial number, and email early in the call.
  • Provided correct technical information: EA6350 is dual-band and supports 2.4 GHz.
  • Handled the call efficiently with a clear, direct answer and no unnecessary troubleshooting steps.
Agent Errors / Gaps
  • Called the customer by the wrong name ('Doug') at timestamp [03:00].
  • Incorrectly identified the model as 'NEA 6350' at timestamp [02:00], which is not a valid Linksys product.
  • Provided end-of-life/warranty information without being asked and without verifying status via internal system lookup.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed the EA6350 supports 2.4 GHz, which directly resolves the customer's need to connect a doorbell camera requiring that band.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent identified the model but did not guide the customer to actually connect the device or verify 2.4 GHz is enabled; minimal troubleshooting beyond confirmation of hardware capability.
R3 Met Correct resolution path conf 97%
Agent correctly identified the EA6350 as end-of-life, set accurate expectations, and still provided relevant technical information without dismissing the customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent confirmed model number and band support but did not ask about current symptoms, setup attempts, or whether the 2.4 GHz network is visible or functional.
T2 Met Appropriate tools / resources used conf 99%
No tools were needed for a basic capability question; agent used known product specs appropriately without over-relying on diagnostics.
T3 Met No misinformation conf 100%
All technical statements (dual-band support, EOL status of EA6350) are factually correct per KB documentation.
Communication
C1 Met Clear & professional language conf 96%
Agent set expectations early about warranty status and maintained control despite customer's dismissive tone, guiding to resolution.
C2 Met Confirmed understanding conf 95%
Agent used simple terms like '2.4 and 5 gigahertz band' and repeated affirmations to match customer's non-technical level.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the call from start to finish, did not transfer, and completed the interaction successfully.
O2 Not Applicable Proactive follow-through conf 100%
Issue was resolved during the call; no follow-up or next steps were required.
O3 Not Applicable Closure confirmation conf 100%
This was a first contact with no prior history or handoff, so continuity could not apply.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this straightforward inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent remained polite and professional throughout, even when customer was abrupt, and ended with a courteous close.
X2 Met Tone & rapport conf 95%
Agent adapted to the customer’s direct, no-frills communication style and kept responses concise and on point.
X3 Met Overall experience conf 97%
Agent avoided unnecessary steps, did not make the customer repeat the core question, and resolved it efficiently.
Call Transcript12 turns · 12 lines
Speaker 1
[silence]
00:00
Speaker 2
[silence] [silence] [silence] Welcome to Linksys Support. To ensure quality service, your call may be monitored. [silence] 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 one now. [silence] For out of warranty products, paid support 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. Hi, thank you for calling support. This is Regina anyone help you today?
00:00
Speaker 1
Cable company, spectrum told me to call you because I own my own router. I have the serial number here. Linda Johnson. Yeah. Right. 740334-0611. LJ and Linda.
01:00
Speaker 2
Okay, so may I know your first name and last name? Okay, Linda, L-I N-D-A. Correct. Then Sun is J-O-H-N, S-O-N. And your callback number, just in case this call will disconnect. And your email, Linda.
01:00
Speaker 1
I know. What, honey? Yeah. I Y is yellow. Three zero. J is Johnny. O. C is candy. Seven. Zero. Nine. Eight. Five. Eight.
02:00
Speaker 2
Okay, let me just verify it using phonetics. It's for Lima, J for Juliet, A for Alpha, k for kite, A for alpha, L for Lima, I for India, N for November, D for Delta, A for alpha, at yahoo.com. And how many links is your router do you have? There's only one. Okay. Can you please provide a serial number? Okay. So the model number of your links is router, Linda, is NEA 6350.
02:00
Speaker 1
I don't need no model number. I don't know what you're talking about. I got all kind of numbers off the bottom of it. I got aMAC address, and then I got another and didn't say what it is. 78194502 and that's all it's on there. Okay, that's on top of it. EA6350. I don't about that. I don't care about none of that. I really don't. I only want to know is this a 2.4 GHz or what it
03:00
Speaker 2
Underneath or on the bottom of your router, so you can see the model number labeled. See right there. Yes, and now before we proceed, I would like also to set expectation regarding the warranty status of your Linksys router, Doug.
03:00
Speaker 1
that's all I need to know. Okay, but what do you mean by dual? Oh, 2.4. Okay, I want to hook up a doorbell camera and it said I had to have a 2.4 GHz, so I guess I'll be okay.
04:00
Speaker 2
Actually, this device. This device is compatible to handle. Or dual band. Yes, it has a 2.4 and 5 gigahertz band. Dual band. 2.4 and 5 gigahertz band. It has a 2.4. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yes, you're okay. You need to access the web interface, but I need to set expectation, Linda, that this device is no longer manufactured by us, Linksys. So, it's already reached its end of life and end of support, but it doesn't mean that the device is all been protective. You can still continue using this one, but regarding with the support.
04:00
Speaker 1
That's okay. If it quits, I'll go buy a different one. I don't care. Thank you. I appreciate your help. Uh-huh. Uh-huh.
05:00
Speaker 2
There is no longer available, which we can use to... which we can use to... Okay, you're welcome, Linda. and have a great day. Take care. Bye.
05:00