V2 Rubric Detail — 4ab6245e-7668-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 22:49
Duration
11m 19s
Contact
Linda Corliss
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135717
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E2500 - no internet

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
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall25.0% (+3.0)

V2 Grader Summary

The agent never performed any troubleshooting for the Wi‑Fi connectivity problem, provided inaccurate technical information, and only suggested replacing the old router without verifying warranty or confirming the issue. This resulted in no resolution and a poor customer experience.

V1 Case Analysis

Customer reported Wi‑Fi not connecting on E2500 V4. Agent did not troubleshoot, claimed router was end‑of‑life and insecure, and recommended purchasing MX4200 or MX2000. No resolution achieved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided no troubleshooting steps for Wi‑Fi connectivity issue.
  • Incorrectly claimed E2500 is end‑of‑life, unsupported, and insecure — contradicts KB guidance.
  • Failed to verify WAN/LED status or perform basic diagnostics like reboot or wired test.
  • Recommended replacement with incompatible product line without assessing need.
  • Did not confirm firmware version or check for known issues with E2500 V4.
Positive Highlights
  • Agent used a friendly tone and built rapport with the customer.
  • Provided purchase locations and price range for suggested replacement.
  • Confirmed router model and serial number after initial inquiry.
  • Asked for ISP information (Spectrum), which is relevant to topology.
Agent Errors / Gaps
  • No diagnostic troubleshooting performed for Wi‑Fi issue.
  • Materially inaccurate statement that the E2500 router is end‑of‑life and insecure — KB explicitly states legacy devices are unsupported but not universally non‑functional or insecure.
  • Incorrect warranty status claim without verification — stated 'no warranty' based on age, not lookup.
  • Suggested replacement with incompatible product line (MX series mesh) without assessing need or compatibility.
  • Did not follow basic Wi‑Fi troubleshooting protocol: no power cycle, no LED check, no wired test, no ISP modem verification.
  • Failed to confirm firmware version or check for known issues with E2500 V4.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent recommended replacement without resolving the stated Wi-Fi connectivity issue; no fix was attempted or confirmed.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed; agent only gave a replacement recommendation.
R3 Partially Met Correct resolution path conf 85%
Agent identified the router as end-of-life and suggested a new unit, but did not verify warranty status or attempt any troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent asked about ISP and light color but never probed the Wi‑Fi symptoms, error messages, or performed a diagnostic flow.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, admin UI, logs) were used despite the issue requiring them.
T3 Partially Met No misinformation conf 93%
Correctly identified E2500 as End of Life (supported by adjacent_device_setup_scenarios.md regarding legacy devices). However, pricing claims for MX4200/MX2000 are not in the KB and cannot be verified, and the claim that it 'will not work' regardless of effort is an unsupported absolute.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent collected some info and gave a recommendation but did not set clear expectations or manage the call flow.
C2 Partially Met Confirmed understanding conf 80%
Language was simple, yet the agent never confirmed the customer’s understanding or adapt phrasing to the frustration expressed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent did not transfer the call and offered a replacement, but did not fully own the problem nor attempt a fix.
O2 Partially Met Proactive follow-through conf 80%
Next step was to purchase a new router; no timeline, no follow‑up commitment was given.
O3 Not Applicable Closure confirmation conf 100%
First contact – no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent gave no empathy or acknowledgment of the customer’s frustration (“I don’t recommend using this router…”).
X2 Not Met Tone & rapport conf 85%
Tone remained generic; agent did not adjust to the customer’s repeated confusion or emotional state.
X3 Not Met Overall experience conf 85%
Customer had to repeat serial/model information and was asked unrelated questions, adding unnecessary effort.
Call Transcript13 turns · 13 lines
Speaker 2
Welcome to links of 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.linksace.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 your issue. To hear more about your 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.
00:00
Speaker 1
Linda Corlis, Linda Corlis, C O R L I S F my Wi-Fi is not connecting
06:00
Speaker 2
Thank you for calling links, is my name is Nathan, may I know who am I seeking? Linda. Alright. what's your full name Linda? How do you sell? Last name, Linda. P, E. V. But how can how. what is the problem?
06:00
Speaker 1
okay, which number do you want? there we go. okay SN1 0A Apple 4 0M Mary 25 A Apple 1 0 6
07:00
Speaker 2
Who's the internet company is it spectrum or Xfinity? The internet people, they are Xfinity or spectrum? Spectrum can you go to the router and tell me what is the color of the light on top of it? Serial number of the router?
07:00
Speaker 1
Michael 6385, the model, e2500 V4. [silence] Yeah. [silence] We just we just installed it.
08:00
Speaker 2
Let me take a look. By chance do you see the model number? Let me take a look. You had it since 2020, right? Let me take a look. oh yeah. You have a new modem right? From Spectrum? Now, here the reason why, your new modem is faster, more updated and higher in terms of capability. Your [silence]
08:00
Speaker 1
Okay. Is there any warranty on this? Okay, can you? Okay. MX4200 or MX4200R.
09:00
Speaker 2
Router is old. It's not compatible anymore. That's the reason why you don't have this one. This router is already end of life and end of support. It will not work. Even if we make this work, you will be vulnerable, meaning people can see you. It's not secured. I don't recommend using this router. Replace it. You have to. That's the only solution for this one. Linda. And then this must be already more than six years old. There's no warranty for this one anymore. Even if you replace it with the same model, it will not work. Now, I do suggest go for MX4200 or MX2000 that is cheap, less than $100. MX4200 or MX2000.
09:00
Speaker 1
Two thousand? Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Alrighty. So no matter what we do, this is just old, gotta get rid of it. Okay. I like that. I like that way of thinking. Okay. Well, thank you for all your help.
10:00
Speaker 2
Yeah. That's around less than $100 50 to$70. You can get it in Best Buy Amazon Walmart direct ship and you can get three years warranty and the good thing is support is as long as the hardware is working you can call us anytime. Okay? The hardware warranty is three years the phone support is yeah unlimited. Go for that one. [silence] Sorry Linda yeah it's just saying that me and the rest of the gang are old timers. Yeah We may be old but we still are good at [laughing] Linda would you mind if you gave me your e mail address? Sure Uh anything else you'd like?
10:00
Speaker 1
Everything else is good. Okay. Okay. Okay, have a good weekend. Okay, bye-bye.
11:00
Speaker 2
All right then today and nice talking to you Linda. My name is Nathan, an old timer like you as well, but we're still kicking and good. You too then. Good night. Bye
11:00