V2 Rubric Detail — 44ff2998-6605-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 02:20
Duration
33m 14s
Contact
Krista Martin
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership1.43/5
Escalation5.00/5
Customer Exp1.07/5
Overall23.9% (-6.1)

V2 Grader Summary

The agent failed to perform basic diagnostics or troubleshoot the outage, instead directing the customer to buy a new router. While the out-of-warranty status justified not escalating, best-effort troubleshooting was not attempted. Case continuity was maintained via prior history, but communication, ownership, and empathy were lacking, resulting in an unresolved case.

V1 Case Analysis

Customer reports no internet on EA7 router after ISP hub outage. Agent identified model as end-of-life, suggested MX6200 purchase, and claimed to email EA7500 setup steps. No troubleshooting performed. Email not confirmed sent or received. Customer still without connectivity.

Troubleshooting Steps
  • Identified router model as EA7.
  • Mentioned router is end-of-life.
Key Observations
  • Agent never performed or suggested any basic troubleshooting (e.g., power cycle, modem test, reset) despite customer's urgent need.
  • Agent incorrectly implied the EA7 is completely unsupported, which contradicts Linksys policy (out-of-warranty devices still qualify for self-help or paid support).
  • Agent claimed to send an email with steps but provided no confirmation the email was sent or that the customer received it.
  • Agent failed to confirm warranty status, collect serial number, or reference a case, violating core protocol.
  • Communication was confusing, with poor explanations of mesh nodes, packs, and setup process, increasing customer frustration.
Positive Highlights
  • Agent correctly identified the router model as EA7 based on customer description [02:00].
  • Agent recognized that older routers may have weaker security (WPA2 vs WPA3), which is technically accurate context [04:00].
Agent Errors / Gaps
  • Did not perform any diagnostic steps (e.g., power cycle, modem test, LED check) despite customer's urgent issue [09:00–11:00]. Contradicts KB guidance on basic troubleshooting for Internet/WAN setup.
  • Incorrectly stated the EA7 has no support due to being end-of-life, which contradicts KB guidance (out-of-warranty devices still qualify for self-help or paid support) [03:00–04:00].
  • Failed to confirm whether the promised email was actually sent or received by the customer [19:00–25:00]. No operational closure path provided.
  • Did not collect serial number, confirm warranty status, or reference a HappyFox case, violating protocol [all transcript].
  • Provided confusing and inaccurate explanations about mesh node packs and how they connect to the modem [13:00–15:00]. Contradicts KB guidance on mesh setup.
  • Suggested the customer connect computer directly to modem but did not follow up to confirm result or guide next steps [09:00]. Missed opportunity to isolate the issue per KB troubleshooting flow.
  • Repeatedly used filler sounds ('uh', 'yeah', 'uh-huh') and gave fragmented responses, undermining clarity and professionalism [multiple timestamps].
  • Allowed the call to end without confirming any action was taken or received, leaving the customer with no resolution path. Contradicts KB guidance on operational closure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored internet; only suggested purchasing a new router without resolving the current issue.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps like rebooting, speed test, or checking WAN connection were performed despite customer's outage.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified the EA7500 as end-of-life and out of warranty, but defaulted to a sales recommendation instead of best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked no targeted questions about LED status, cable connections, or modem behavior to isolate the issue.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools like local router login, modem direct test, or firmware check despite clear need for diagnostics.
T3 Partially Met No misinformation conf 89%
Correctly stated EA7500 is end-of-life and mentioned MX6200 as a current model, but inaccurately described child nodes as 'wireless repeaters' and failed to clarify mesh topology.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set agenda, had multiple long silences, and allowed conversation to drift without regaining control.
C2 Not Met Confirmed understanding conf 93%
Used terms like 'tri-band Wi-Fi 6E mesh' and 'cognitive mesh' without explanation, despite customer repeatedly expressing confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not attempt to fix the existing device; shifted focus to product sale instead of owning the support case.
O2 Not Met Proactive follow-through conf 94%
Only promised an email with setup steps; no timeline, follow-up plan, or confirmation of receipt was established.
O3 Met Closure confirmation conf 97%
Referenced prior call history, used customer’s correct name (Krista Martin), and confirmed email address from previous contact.
Escalation Judgment
E1 Met Correct escalation decision conf 91%
No escalation trigger was met; agent made a reasonable judgment not to escalate given the out-of-warranty status and lack of hardware fault confirmation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted given the context.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent said 'I understand' and apologized, but did not specifically acknowledge the customer’s emotional distress or impact on work and family.
X2 Not Met Tone & rapport conf 93%
Agent continued using technical language and did not slow down or simplify explanations despite customer’s repeated confusion.
X3 Not Met Overall experience conf 94%
Customer had to repeat model number and describe symptoms multiple times; agent outsourced troubleshooting to Amazon research.
Call Transcript42 turns · 53 lines
Speaker 1
[silence] could you turn it up? [silence] I like to use your little content too. Um, yes, ma'am. I don't know what's going on, but I called my internet provider and they told me that I have to call y'all. So I have internet with Spectrum.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. 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. For out of warranty products, paid support may be available, depending on... 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. Thank you for calling Linksys. This is Pei, how can I help you?
00:00
Speaker 1
And I know that something happened this morning with one of our hubs going down, okay? I don't know all the things, but I'll tell you what I know. Since that happened, they've restored the internet, but my Linksys box will not work. And I don't have that, I don't know the difference between the modem and a router. I think that I have the router and the modem is theirs. But they're trying to tell me that it's the reason I don't, I'm not able to get internet on the devices in the home and whatnot right now throughout this day is to get something with the link this box is incorrect. And I don't know. I don't know what to do. I'm not good at this stuff. My brother is in a wheelchair. And when I say that, he's not a person who can get around in a wheelchair. He is a quadriplegic. And his brain is there, his mind is there. This boy has sent a room all day with nothing to stimulate his brain or his eyesight or anything. Like there's things, like we need help. Um, I don't know what to do. I, I need the internet for work. I've missed money today making work from home and I'm going to miss making work and money from tomorrow if I can't figure this out and get my printer to print paperwork for tomorrow. So like it's a very stressful moment. And again, I have no idea what I'm doing. Yeah, yes, uh-huh. Krista's K-R-I-S-T-A-S Travel Notary.
01:00
Speaker 2
All right. Okay. All right. So you've lost your, okay. So you lost connectivity from your links as router. So ma'am, uh, yeah, I just pulled up your record here. You called a year ago and this is Krista Martin. Right? Yes. And your email address is Krista, um, okay, Krista's, yeah, travelnotary@gmail.com. And your router is EA7.
02:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, I think that's it. Yes, the same one I had. I haven't I haven't gotten a new one. That's what they're trying to do. They're trying to, they try to sell you on one of theirs and then you have to pay them more money every month. So I appreciate having mine. And he's like, well, maybe yours just isn't, you know, just like cell phones, they become obsolete over time. And I'm like, I don't know. I don't know. Is he talking? Yeah. Sometimes cause they don't get a because Sorry, that's my neighbor. Sorry. Curiosity. What? What's that name?
03:00
Speaker 2
Yeah, so. [silence] Okay. That's all right. [silence] Yeah. So, ma'am, just to set your expectation here, your router E-A 75 hundred is one of our end of life routers, okay. Now, it's one of our end of life routers. The uh technical support, yeah, it's it's one of our uh um what when you say end of life, they're they no longer link. [silence]
03:00
Speaker 1
Oh, you're trying to say it might be too old, too, huh? Yes. It's one of our work. Well, see, you know, what's another thing that's kind of weird is that even when it is working, it says me it tells me that I have weak security. That my security for my internet is weak. Like it's um like easy to be hacked into or some crap. I don't know. And I'm like, why? Is that because my links boxes so old? With what spectrum is running or something? I don't have access. Look, Mike, let me ask you this. Okay? This is important in my life.
04:00
Speaker 2
This is no longer manufactured, that product, okay? And yes, it's one of our older models, ma'am. And the, well, it could be that the security, it could be the security on your link says you still have the WPA2/WPA topic, type of security for this particular router. But we're not sure regarding the settings of your router because we don't have any access to it. But, yeah, just the, the technical support, by the way, [silence] Mhm. Yeah. Mhm. Yeah. Mhm. Yeah. Maybe he had access to your passwords or anything that's why
04:00
Speaker 1
Okay, so what do we do to get a new router, let's let's talk about that. I like Linksys, you guys have been good to us. What what do we do to get an updated router where he has no access to any of that because it's new now? And what is a good thing to get for like a nice range, because another issue we were having with the Linksyses is it won't reach all the way into like my boys, they cannot watch television in their room because their stuff connected to the TV does not have good range with Linksys box, so then they're not communicating is what I'm understanding. Okay. [silence]
06:00
Speaker 2
He is able to access your account ma'am. Well. Yeah. Yeah. Yes. So well actually ma'am. Oh we recommend our newer models. Okay. Uh the MX series. So we have the MX 6200. If you want to upgrade your router to a newer model. Um yeah, I would suggest the MX 6200 [silence] since this [silence]
06:00
Speaker 1
Okay. Now is this for like a multiple like a lot of devices? Let me say that again. I'm confused. Say it again. I'm just sorry. Oh, no. You're saying you're going to send me three devices? No no no. I understand that. I'm asking you. Whatever you're telling me is a good model to get. Will it uphold many devices being connected to it? That's what I meant. My neighbor will.
07:00
Speaker 2
This is a tri band Wi-Fi 6E mesh router. So it covers up to 3,000 square feet. And it handles the 200. Uh, it's just so, uh, there's actually a set for this. Um, it, it, it has packaging. So you can get three notes, um, for, for this particular device. Uh, some, yeah, you can get, uh, three devices. So it's it's a package. It's a set. So you can get three nodes. No, you need to purchase it from Amazon, ma'am. Uh, if you want to upgrade, this particular device. Yes. Yes.
07:00
Speaker 1
like, you better ask that cuz y'all have a lot of devices here. Like, my cell phone, my cell phone right now says it's connected to Wi-Fi, but I can't pull up anything on Safari. This is so weird. Well, how do I get on Amazon now to buy the new one? Jeez. Let me see if I can on it. [silence] [silence] [silence] [silence] No, it's not letting me do that. That's why I tried telling the guy that I talked to before you that was from Spectrum. He wouldn't listen really, but he just kind of I feel like you kept trying to get me off the phone, but I was like, it says there's no internet connection on what would be our Spectrum thing. And he was just like, well, yeah, let me see if I can get this to work. Hold on. Did I say that again? Like I can connect to their I just connected to the unsecured network for guests for like two seconds and then now it says no internet connection. But Spectrum says no, everything's working right on our end. It's your link this thing. Yeah. But I everything [silence]
08:00
Speaker 2
You can connect your computer straight to the modem, just disconnect the links outside of the system. Mhm. So, so you've tried connecting? Okay. So you've tried connecting your your computer to your computer. Mhm. Mhm. Yeah. But do you have any computer available? Have you tried connecting your computer straight to there? Mhm. Okay. Okay, I'm sorry. Uh-huh. Okay. Okay. Oh, Okay. I see. Okay. Okay. Uh-oh. Okay. It's. Um. Okay. Well, probably the- the link oh, okay. I understand. yeah, well, maybe your link is right now, it's just trying to get a connection from your modem that it's not.
09:00
Speaker 1
[silence]
12:00
Speaker 2
So, yeah, it needs to be configured. Okay. Just let me know if you're ready. Yeah. Yes, the model number. Yeah. The model number is "M" for Mary, "X" for X-ray, 6200. Yeah, I'm just Yeah, you can uh it's just $150 here, um in Amazon because I I've searched for the model number. So you can you can try to search for that, MX 6200. You can also try the MX 5500. Well, this they're both links um they're both Wi-Fi 6, but uh it's [silence]
12:00
Speaker 1
2000s where it's cheaper 2000 what is one pack mean I don't know what this what do you mean by one pack I have one device here so I'm confused okay so so one pack so I'm Why? What would I use to
13:00
Speaker 2
with the coverage, the MX62, I think it has 3,000 square feet of coverage. This MX55100 is just 2,700 sq ft. That's for the one pack. But there's But if you get two packs, one device only. So, yeah, if they sell the MX55100, they sell the MX55100, yeah. If they sell this particular device, um, there are cases that you you get one pack. Uh, there are also two devices in one box, so that's two packs. So, if you if you have two packs, the coverage is up to Yeah, the other one, the other node, the other uh the other device would be doubled. So, there are cases that you want less interference or more interference. less interference means the coverage will decrease. If you have more interference, huddle.
13:00
Speaker 1
okay so, so if I get a pack of two, and I put one in, in, in, in, one space, and one in the other, how are they both gonna be connected to the modem? If I only have one modem? well, no they're, [silence] oh, [silence]
14:00
Speaker 2
A wireless repeater. So that's what I mentioned to you earlier. So if you get like a low wireless signal on a particular, in your, in your home, then you can just put that or place that repeater. So you can get, it will boost the signal, ma'am. So that's the purpose of the the other dot. Mhm. Well, the other, the other, one is the one will act as a parents. So that should always be connected hardwired to the, to your modem. Then the other one can be placed to any of you.
14:00
Speaker 1
Okay. Okay. So, I don't know about this stuff. We are doing great together. God bless you. God bless you, baby. So, if I buy the MX 6200, um, that - you said that's 3,000 square feet? Is that a pack and one or two? How much is the two-pack you see on Amazon? Okay. Hmm. Can you email me the link you have so I can pull it up when I leave the house since I don't have a way to like look at it with you now? She says it's called a MX 6200. Linksys. So, L N K S Y S. My friends put - hold on. My friends [silence]
15:00
Speaker 2
Well, there's one pack. There's also two packs. So, for one pack that's well, I can only see one pack in here, but you can purchase two if you want. Yes. Yes, that can be possible. [silence]
15:00
Speaker 1
6 speed. What is this one called? What's Wi-Fi 6 speed? What does that mean? What does that mean? What's Wi-Fi 6 speed mean? I'm looking at one of the links that they've sent for me. It says 6 speed. Oh, man. Oh. Uh. Oh. I'm just Is that what we need to look for? has a four-point it's got a four-star review on this one and let's see how many devices you can connect up to 120. Yeah so she's saying she says because there's a lot. Yeah. uh like devices 120 is a 120. I used to be all like, telling my friends I had to disconnect before I left. Wait. I thought we needed to disconnect from my Internet before you leave. oh, it'll slow it down. oh, man; uh, I gotta just- I gotta get a new box, babe. that's where we're at, girls. you know; who knew. That's kind of weird that guy was saying on the phone. and I was like, you know what, you don't tell me how to spend that money. No I'm just like._ [silence]
17:00
Speaker 2
Six Echo? Yeah, that's what they call it. [silence]
17:00
Speaker 1
Okay. So what do we do for now though? Just buy a new one? We can't even like fix this one for the time being? Girl, that's fucked. We just got one. [silence] What's the EH said it to how to how to do what? Yeah, send me the steps. I'll look at them. I just wish I could make it work for tonight cuz I need to be able to deal with work stuff. And the kids, the kids can't watch anything. My brother can't watch anything. Have a DVD player. Hell no. We ain't got no DVD player. Station doesn't have the disc drive? No. Really, y'all? I know, Haley. I know it's a lot. Does her Xbox have a? Let me hear one of them right now. I don't know, baby, what's wrong? Come tell me, like, and y'all gotta go to bed.
18:00
Speaker 2
yeah for the time being ma'am uh i can uh what I can what I can do is uh i can email you the steps on how to set up this ea7500 if you want uh done i know
18:00
Speaker 1
I know it's hard, can you get them, can you hook their tablets up to your hotspot on the cell phone until they fall asleep? I, okay, you can tell me in a moment. I'm trying to fix the internet. That's what I'm doing. I'm not just hanging out. I'm on the phone with LinkSyss. We're not going to have internet because something about the box is obsolete. Haley, does your Xbox have a disk drive? We got DVDs out here in the buildings, but uh, my. Your Xbox has a disk drive. That's all ratflur. Yeah, that's Mason's stuff. Okay. You know what that means? What, Haley? Hurry up. Check the 20-ar Xbox seats and put a desk in it. If we can, we can put the thing and find a kit. We don't. She doesn't. Her and Mason's are digital Xboxes, so there is no disk. Haley, what were you going to say to me?
19:00
Speaker 2
Ma ma ma ma ma. I just sent you the email, so you can try to check that instruction. [silence] Ma ma ma ma ma. I just sent you the email, so you can try to check that instruction.
19:00
Speaker 1
I don't either. Those are like White. But those those that's okay. But that one has good reviews and and you can get it in one back. I keep going back and forth in between screens. And it's like tell you what it does. Are they White friend on the phone? what's your name? Okay, baby. Are these white? It says $149 is what this one says. Tri-Ban. That looks freaky. Velcro sits $69 price. What's the one that's $69.99? It says Wi-Fi 6 add-on node. That's the add-on. Oh, so it's to get to? Yeah. So that's to add on to the one. [silence]
21:00
Speaker 2
Yeah, I'm, I'm, I'm, I, uh, I'm Ephie. My name is that the, uh, yes. It's an ad on.
21:00
Speaker 1
One that's 149. Uh, say you have to buy. Oh my gosh. Uh participate like, I don't know what that means. Um. Hold on. This is, Okay, so if I buy the one, okay, how about this, I'm just going to buy the first one and see how it works out. And if I need more square footage, Yeah, that's what I'm saying. Because the node was like $69.99, which isn't bad. So the node goes with the 14999 one, right? I'm just I'm going to follow this before we get off the phone. Just in case.
22:00
Speaker 2
Yes, so I think you're you're looking at the child nodes, so it will act as a repeater to the main one. It will extend the signal from your main router, ma'am. Okay, no worries. If you need to add more, you can always do that. [silence]
22:00
Speaker 1
Parent, sisters, devices, wow. We are really in AI, aren't we? Wow. That is wild. Yeah, so for two of these, two cognitive mesh, what does that mean? Cognitive mesh is AI. Wow. Why do we why do we need 60 so they can look through our bodies? Look, this one is $139.32. It says it's also the same one that I was like on above. Oh, it says renewed. We don't want that sheet. Somebody broke it, set it back. So, are you so you're looking at you know, what's this? What's in there Atlas Pro6? It says the AX5400. What's that? $250 for two. All right, this is what you need. $249. You need this. This plug in to the wall and it's a USB extender so the signal will go out stronger. And then you need the cord. And that's why you needed is $198. How do you sell that to me? I don't actually believe you. Timmy, Timmy, Timmy. Hold on. I will. Why do I need all the cords? I hold on. We're gonna make sure. Oh, that's just a wall mount. Hold on. That's just going no idea that. Hold on. Wait, wait, sit around. Let me go back up. I don't know. I thought I had it. Let's see. Netgear. Oh man, I lost it. Bummer! I lost the internet. However I had, for seven seconds I lost it. So now I can't leave my room. No! Bummer! Don't you do this. I lost it. Huh. I don't want a computer program. I'm sorry. No, I want Linksys. That is Linksys. What? It says TLap. Racist. TP-Link. Where do you see Linksys? I'm just going to get the one for 3,000 sq ft because we don't have 2,000 sq ft here. Yeah. I don't think. And if I need more, I'm going to call Linksys back and talk to them about it. I'm going to tell them what to add on. Okay. Frequently in or.
23:00
Speaker 2
Mm-hmm. Miss question. And by the way, Miss Martin, I just sent you the email. So you can just try to follow the instructions. Um, there are troubleshooting tips as well to guide you.
25:00
Speaker 1
Returned item. Why? Why would it be frequently returned? Let's see here. It doesn't give me any reviews. [silence] Everybody's review looks fine except for this one. Signal was stable but in the end it was trash. Free Wi-Fi. Connectivity was great, signal was stable and strong but I returned it because the gray mesh until it did not seem brand new, it seems that it was refurbished unit or a unit that might have been returned because the power cord was unraveled as if someone had used it before. And the outside of the box had a white sticker that said 1.5 year warranty, the sticker covered a three-year warranty. I don't know. Okay, so this is the one I was looking at. Let me go back. it's selling as the... MX 12, it's just there, the numbers so a while anyways, it's got a four point, it's got a four star review. It has, um, eight 100 square feet. And this it, yeah, this one says it has lack of stability. Well, internet dropouts with the wildcard connection. and then mixed, it's other lengths, intelligence, products, that stuff. it's their reviews. The wireless mode will often disassociation from the main node when viewing from the mesh system. I replaced these units with the TP link 16 mesh products, and they worked perfectly straight out of the box. It's very easy to set up. It has fantastic coverage. However, it's systems or line connectivity quality received mixed feedback with some reporting it works well, while others find it unreliable. declining quality. moreover, connectivity and speed experiences are mixed. I saw good connections and great speeds, other experience, disconnections, and slower than expected performance. additionally, signal and strength value for money also receives mixed reviews. some praise the signal strength, while others report poor performance, loss of connection, or surprised others, find it expensive. I can't, I don't want to. Yeah, we're still here. Yep. All right. I want to ask you a question. Hold on, hold on, hold on. What about this one? Can you look this up on the Amazon and tell me what you think about this one? Hold on, hold on, hold on. Can you hear me? [silence]
26:00
Speaker 2
hello Ms. Martin okay I do you same need me on the line man okay oh which one what's the model number
28:00
Speaker 1
Okay, hold on, hold on. Uh, nine. Yeah, I'll leave it at nine. Um, hold on, I'm going to tell you what to look up. Good night, baby. Love you. It says TP-Link DeMarco Excel 75 AXE 54 Tri-Band Wi-Fi 6e System, 7200 square foot. Would that work? That's not from y'all? No, I don't want that. I don't want that. Well, somebody said that they replaced these with those because the one that they got from the local one didn't work well. This doesn't replace his Wi-Fi router and extender.
29:00
Speaker 2
That's actually from Tplink That's from Tplink now That's a different one It's not from linkit It's Tplink It's a different [silence]
29:00
Speaker 1
I don't know what that means. I don't know what any of this stuff means. I'm so like, overwritten. Alright, I'm just gonna do it this one. Yeah. [silence]
30:00
Speaker 2
You may actually try one of the MX models, ma'am. If, since these devices are still in warranty, if you really don't like the performance of your of the router, you can always have them replaced. Just keep the receipt. But for sure, once you have it installed properly, because these are these models are one of the latest models that we have. So uh it just so happens that in Amazon, uh some of uh see lengths products are refurbished.
30:00
Speaker 1
[silence] Thank you, baby. Have a great night. Have a good weekend. Bye, darling. Bye. Thank you. Bye bye, honey.
31:00
Speaker 2
Thank you again for calling Link. This is Ms. Martin. This is Eppie. You do have a great night. Take care, ma am. You too. You too. Bye bye.
33:00