V2 Rubric Detail — 47471828-73e8-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-29 18:28
Duration
6m 52s
Contact
Lori Harrington
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135202
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: INTERMITTENT CONNECTIVITY.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall20.8% (-35.2)

V2 Grader Summary

The agent failed to troubleshoot the reported internet drop issue, skipped all diagnostic steps, and defaulted to recommending a new router purchase without verifying firmware, LED status, or configuration. While the coverage information provided was accurate, no ownership, empathy, or technical process was demonstrated, leaving the issue unresolved and the customer without support.

V1 Case Analysis

Customer (Lori Harrington) reports complete internet loss on EA6350 (purchased 2015). No troubleshooting performed; agent recommended purchasing new MX2000/MX4200. Issue not resolved.

Troubleshooting Steps
  • Identified router model (EA6350) from serial input (05411EE)
  • Noted purchase date (May 20, 2015)
Key Observations
  • Agent skipped all standard troubleshooting steps for internet loss (reboot, WAN check, firmware status) despite KB guidance in universal_speed_below_plan.md and velop_wifi_connectivity.md.
  • Warranty status was inferred from purchase date but not explicitly confirmed or discussed with customer per protocol.
  • Call defaulted to sales recommendation without attempting any fix, leaving customer without resolution path for existing device.
  • Customer asked about post-purchase support, indicating unresolved confusion about current issue vs. future setup.
  • No self-help resources (KB links, articles) were provided despite out-of-warranty status.
Positive Highlights
  • Correctly identified router model as EA6350 from serial input (05411EE).
  • Provided accurate coverage estimate for MX2000/MX4200 (up to 3,000 sq ft) in response to customer question.
  • Confirmed ISP as Spectrum, which is relevant for topology understanding.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting: no power-cycle of modem/router (Step 1 in universal_escalation_guide.md), no check of WAN connection or LED status, no login to local interface (http://192.168.1.1).
  • Did not verify firmware auto-update status on EA6350, which could have resolved issue (per universal_firmware_update.md).
  • Did not confirm warranty eligibility or offer paid support per policy — instead skipped to upsell without diagnosing fault.
  • Lacked empathy and did not acknowledge customer frustration or urgency of business use case.
  • Provided no self-help resources (KB links, articles) to assist customer independently, despite out-of-warranty status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent recommended purchasing a new router without attempting to diagnose or resolve the reported internet drop issue, resulting in no resolution.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps (reboot, LED check, firmware check, speed test, etc.) were performed before recommending a new device.
R3 Not Met Correct resolution path conf 95%
Agent dismissed an out-of-warranty product (purchased 2015) with no troubleshooting attempt, violating the OOW best-effort standard by not performing setup, Wi-Fi, pairing, firmware, or factory reset checks.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms beyond 'drops internet,' skipped diagnostic questions about LED status, recent changes, or connected devices, and failed to establish a root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools such as local web interface (http://192.168.1.1), speed test, or firmware check — all standard for diagnosing connectivity drops — despite their necessity.
T3 Met No misinformation conf 99%
Agent correctly stated that MX2000/MX4200 nodes cover up to ~3,000 sq ft, which is a reasonable technical claim for these models and not contradicted by the provided KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected customer info and model number but abruptly pivoted to sales without framing next steps or managing expectations around troubleshooting vs. replacement.
C2 Met Confirmed understanding conf 92%
Agent used simple language, confirmed spelling, and avoided technical jargon, adapting to a non-technical customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership of the issue, skipped all diagnostic steps, and defaulted to recommending a new purchase instead of resolving the current device’s problem.
O2 Not Met Proactive follow-through conf 95%
No clear next steps were provided beyond 'buy a new router'; no follow-up, callback, or support path was offered for installation or current device.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted, as the agent chose to recommend replacement rather than escalate for advanced support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent never acknowledged customer frustration about business impact or repeated outages; no empathetic statements were made.
X2 Not Met Tone & rapport conf 94%
Agent maintained a transactional, sales-focused tone and did not adjust to customer’s expressed urgency or business reliance on stable internet.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number details and was sent away without actionable help, increasing effort and abandonment risk.
Call Transcript14 turns · 14 lines
Speaker 1
[silence] Yes, I was calling to see if there was an update that uh my equipment might need to to do. I'm having some issues with it going uh out uh and I have a business
00:00
Speaker 2
Welcome to links 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's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. 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 links. This is Virginia. How can I help you today?
00:00
Speaker 1
Yeah, you know, this, that I'm trying to run with this router? Yeah. Yeah. Yes. It drops. Like right now, I have no internet. And I called spectrum, and everything is working on their end. Lori Errington. Just no E. H-H-A Rington.
01:00
Speaker 2
But is this your first time calling us for support? And are you calling from United States? OK. So what seems like the issue with your Linksys router, ma'am? It keeps on dropping the internet connection or you're having experience with slow internet speed? May I know your first name and last name? The, L-O-R-I-E. And can you spell it for me, your last name, Lori? Thank you so much. In this email, I need to get your toll free number, your email, and your internet plan, if you don't mind. Okay. Okay. So we were-- OK, so we've, we'll get connected. So you will--is there anything that you end in our service that you want us to upgrade, ma'am? You are subscribed to the smart broadband service, which included the secured Wi-Fi network from static IP configuration, unlimited data access, no additional fees and retainer for security setup.
01:00
Speaker 1
tington yes see as an cat s and Sam dot Southern Southern S O U T H E R N Southern.com yes as uh I didn't one one one I'm sorry 0 5 11 yes uh as in fall 1 4 Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
02:00
Speaker 2
Thom Harrington. And your email? So it's cs.southernsoul@gmail.com. And how many Linksys routers do you have? So you have one Linksys router. Can you please provide the serial number?
02:00
Speaker 1
y is the N yellow 1 0, j is in Jack 0 C is in cat. 4 0 5 4 1 1. I'm sorry? i i don't know that. Um, it's the 05411 E E.
03:00
Speaker 2
is it an A A 6350 is a model number now E a can you look underneath of the router
03:00
Speaker 1
I have a Mac address. And then there's a number under it, but it doesn't start with EA. It's 957-5777. Oh, EA 6350. Spectrum.
04:00
Speaker 2
But audio contains only the sound of instrumental music and no vocalizations are present.
04:00
Speaker 1
Okay. Mm-hm. Yeah. Okay. And, so, um, I don't have any kind of- Do you offer that or do I just go purchase it at a local store? Yes. Mx, you said 2,000 or 4,200? [silence]
05:00
Speaker 2
Do an upgrade or purchase a new one that possibly cost the issue? So it was actually purchase May 20, 2015. So it's been a long time. So I highly recommend that it's time for you to do an upgrade. Oh yeah, you can purchase this through Amazon. You can purchase an MX2000 or MX4200 and by the way, who is your internet provider is it spectrum? So look for an MX2000 or MX4200 to Amazon.
05:00
Speaker 1
Now, would this cover, um, the, my store is 2,500 square feet. Will it cover that distance? Okay. Okay. And then can I call, can I call you guys back to help me install it? Okay, all right. Thank you. Bye.
06:00
Speaker 2
Yeah, an MX 2000 or MX 4200. Yeah, because each of the nodes commonly can cover up to 3,000 square feet or 2,700 square feet. That is actually good. Yeah, of course you do. And make sure to keep the receipt for future purposes, okay? Hello, welcome. And have a great day. Bye for now. Take care.
06:00