V2 Rubric Detail — 54b907be-6f42-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 20:30
Duration
26m 4s
Contact
Theodore Bosen
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00134520
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9610 v2_ Intermittent wireless connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met — Agent provided materially incorrect information: misidentified router model (MR9610 vs MR9610V2) and falsely claimed Cisco manufactures Linksys routers. This constitutes a critical failure under rubric item F (Non-Adherence to Technical Accuracy).

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve the issue and provided materially incorrect technical information, including misidentifying the router model and falsely stating Cisco manufactures Linksys devices. While call control and ownership were strong, the technical inaccuracies and lack of effective troubleshooting resulted in an unresolved case. The interaction triggers an auto-zero due to critical technical misinformation.

V1 Case Analysis

Customer reported intermittent Wi-Fi dropouts on MR1690 V2. Agent misidentified model as MR9610, gave incorrect support URL (support.leng.com.com), referenced Cisco, and failed to perform any troubleshooting. Suggested direct modem test and reset but did not guide through steps. Offered AI tool and $15 paid support. No resolution achieved.

Troubleshooting Steps
  • Incorrectly identified router model as MR9610 instead of MR1690 V2
  • Stated the router is out of warranty and end-of-life without verifying in system
  • Suggested connecting a computer directly to the modem to isolate the issue
  • Suggested performing a hard reset of the router
Key Observations
  • Agent misidentified the router model as MR9610 at [02:00] and [17:00], despite customer clearly stating MR1690 V2 at [01:00].
  • Provided an incorrect support URL 'support.leng.com.com' at [25:00] instead of 'support.linksys.com'.
  • Incorrectly referenced 'Cisco' as the manufacturer at [24:00], which is factually wrong and misleading.
  • No actual troubleshooting steps were performed or guided — only high-level suggestions were given.
  • Long hold time (8 minutes) without clear progress or update to the customer.
  • Failed to verify warranty status through system lookup or provide definitive support eligibility.
  • Did not guide customer through reset procedure or firmware check despite offering to do so.
  • Confused customer with repeated questions about model number and device count after already providing answers.
Positive Highlights
  • Attempted to collect model and serial number information from the customer.
  • Recognized the need to isolate the issue by suggesting a direct modem connection test.
  • Offered the Linksys AI self-service tool as a free resource for further assistance.
Agent Errors / Gaps
  • Misidentified customer's router model as MR9610 instead of MR1690 V2, leading to incorrect support and firmware conclusions.
  • Provided an invalid support website URL: 'support.leng.com.com' instead of 'support.linksys.com'. This is a confirmed ASR hallucination variant and a clear accuracy failure.
  • Incorrectly stated that 'Cisco is no longer manufacturing' the router, demonstrating fundamental brand misunderstanding. Linksys is the correct brand, and Cisco has not owned Linksys since 2013.
  • Failed to perform any actual troubleshooting or configuration steps during the call.
  • Did not verify warranty status through internal systems or provide accurate support eligibility information.
  • Offered to reset the router remotely but did not follow through or guide the customer through the process.
  • Repeatedly asked for model number and device count after customer had already provided the information, indicating poor call control.
  • Did not confirm or correct the serial number despite customer's uncertainty about 'B0' vs 'BO'.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the buffering issue; only suggested a reset and offered paid support without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent suggested bypassing the router and a hard reset, but did not conduct step-by-step troubleshooting or verify results.
R3 Met Correct resolution path conf 94%
Agent correctly identified the device as out-of-warranty/EOL and offered appropriate next steps: AI tool and paid support.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent asked about wired vs wireless and observed symptom pattern, but failed to isolate root cause beyond blaming EOL status.
T2 Not Met Appropriate tools / resources used conf 93%
Agent claimed to 'double check' firmware status but provided no evidence of accessing internal systems or KBs; relied solely on verbal assertion.
T3 Not Met No misinformation conf 97%
Agent repeatedly misidentified the model as MR9610 (customer said MR9610V2), and incorrectly stated 'Cisco' manufactures Linksys routers.
Communication
C1 Met Clear & professional language conf 92%
Agent set expectation for hold time, maintained control, and guided conversation despite customer confusion.
C2 Met Confirmed understanding conf 91%
Agent used clear, non-technical language and repeated model/serial for clarity, adapting to customer's pace.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent stayed on the call, offered remote reset, and did not transfer; demonstrated ownership throughout.
O2 Partially Met Proactive follow-through conf 86%
Agent suggested next steps (bypass modem, reset) but gave no timeline or commitment to follow up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent apologized for long hold, used polite language, and remained patient despite customer repetition.
X2 Met Tone & rapport conf 91%
Agent matched customer’s conversational pace, checked understanding, and maintained engagement.
X3 Partially Met Overall experience conf 87%
Customer had to repeat model/serial multiple times due to unclear enunciation and ASR issues, increasing effort.
Call Transcript32 turns · 35 lines
Speaker 1
Hello. I'm having a maybe a problem with my router. I'd like to know. and this rider is still supported or not or it's probably out of warranty but I I'd like to know if it's uh still getting updates and all that stuff. Could you check that for me? Okay the model number is MR1690 v2 as in victor V2. The serial number is 32 L20 M17 B0 19 70. I don't know if that's [silence] the correct serial number.
00:00
Speaker 2
okay yes, sir, may I know the model number and serial number of that router okay, and how about the serial number? Please. Let me check if I got it correctly. That's three to L Larry, and then two zero M for Mary one seven B for Brian. 0 1 9: 7 0.
01:00
Speaker 1
I guess it says zero, it says B-O. Uh, it could be a zero or a zero, or an O. I don't know which one it is, but one of the two. Say again. Yeah, MR1690V2. Hold on just a second. Let me make sure I told you that right. Uh, look at it. Hold on just a second.
02:00
Speaker 2
Mm hmm. Okay. And your router, um, may I ask again, what's the model number, sir? Uh, the model number is, it's M R... Is it, okay. Is it, um, one six nine zero, sir, or is it nine six one zero? Mm hmm.
02:00
Speaker 1
Okay, it's uh, m r 9 6 10 v 2. Expect it. Yes. 7 2 7 5 60 4 5 7 7. My first name is Theodore. My last name is Bosen, b o s e n.
03:00
Speaker 2
Mhm. Mhm. Mhm. Mhm. Mhm. And how about your first name and last name? Okay. Theo d're is spelled as T-H-E-O-D-O-R-E. And last name again is B-O-S-E for Edward and for Nancy. Correct? And how about your email address?
03:00
Speaker 1
Voresbo@Yahoo.com. right, yeah? Yes? Right. That's correct. Correct. well, the, the reason I called is because my internet is buffering, buffering, and I call Spectrum, and they said they can't find anything wrong. it may be the router, and then she looked up the router and said it wasn't, it was supported, but it was it almost at the end. due to life and I wasn't getting updates and she gave me a bunch of other things and I just want to like check with you to see if that router is still what the what the story is with the router is if it is outdated or whatever. yeah wireless. Oh, no. Well, it's going all over the house. I can't really do it wired connection. Everything's wireless. My computer and all the TVs and everything's wireless. But she she was, she was thinking that you guys have some way to monitor the signal or something, can tell if it's a correct.
04:00
Speaker 2
Mm-hmm. Okay. But since you have like, um, like, um, so an intermittent internet connection, right? Um, is it for wired, sir or is it for wireless? And have you tried the wired connection? Mm-hmm. So all the wireless devices and go ahead.
05:00
Speaker 1
Going in and out through the router. Is that true? Okay. Okay. Yes.
06:00
Speaker 2
No, sir, we cannot check the the signal. OK, what we can do is just check the settings on the router and like also isolation the problem. Like, since your problem is for the wireless, we need to make sure that the wired connection if in counter the same problem or sometimes we suggest to observe also the connection coming from the modem. All the wireless devices are in counter connection intermediate connection like you mentioned, you have your laptop, you have your phones and you have your TV as well. Like the intermediate connection, so is it like during watching videos?
06:00
Speaker 1
No, it's just watching TV or, you know, it just goes into a buffering, you know, you get that circle on the TV or if it just goes out. My my Wi-Fi, Wi-Fi just goes out for a minute or two or whatever. And it comes back on. I don't watch it. I don't watch videos on my computer. I don't know. But but the computer will go down. The computer loses the Wi-Fi. Everything loses the Wi-Fi when it when it happens. of course. Can you can you tell me anything about the router? Is it is it out of uh She said it wouldn't be getting any any updates or anything. that you do didn't support you supported it, but you didn't updated it or whatever. Is that true? [silence]
07:00
Speaker 2
but how about on your on your laptop? when you watch videos like YouTube videos, does it also buffer? What? you watch videos. uh-huh. uh-huh. okay. based on this here number this router is already out of warranty. um... just that means that the router is uh... no longer covered with the free um... or complimentary um... technical support okay and it doesn't mean um... but it can still like even though it's already out of warranty sure you can still use the router okay and because the only single problem here is just um... it's an end of life it means that Linksys is no longer like um... uh... manufacturing this type of um... router okay? But for um... updates let me just double check if we still have updates.
07:00
Speaker 1
Oh, I don't know, a couple a years.
09:00
Speaker 2
it's still on the updates sir window it's already an end of life okay but not um like time to time we um like release updates k. How long you've been using this router sir? okay um yes um let me just check so can you place on hold for just three to five minutes let me just double check this okay I'll be back. Thank you. [silence]
09:00
Speaker 1
okay. So, what is what does that mean when you don't get any of the updates, that mean it's not going to function properly or what does that mean?
17:00
Speaker 2
Hi, sir. I do apologize for that long hold. As I check this out, sir, with this router that you have, the MR9610 does no longer have like an updates available. Mhm. Um, no, sir. It will still function properly. Okay? Um, because if it is um, like dropping internet connection or if it's getting slow, uh, the best option would to reset it and do a hard reset sir mm-hmm and um you can also configure mm-hmm that for your sir in the um the old one uh to have a password or as you can call it uh a pin number so it won't be easy to um like um tamper with zl that router okay or to um to uh get internet mm-hmm well when um with with your permission sir I could also I could reset it for you okay is it okay if I reset that router for your sir okay?
17:00
Speaker 1
Uh, you know, you mean the things that are run off the router? You mean like the TV and stuff? Oh, well, I've got some that are right next to it, and I've got some that are 50 ft away, 60 ft away. They all do the same thing. It doesn't doesn't matter the distance that they are away. I mean, I got some right on top of it and some far away and they all all act the same. [silence]
18:00
Speaker 2
Connection. we really have a lot of troubleshooting that you can do. like, we have to possible reset and reconfigure the settings of your router and observe as well on which device has the problem. If it is like the wired connection. If it has the same problem. or it could be just the wireless. Your device, sir, how far from the router? Yes, how far is it from the router? Um,
18:00
Speaker 1
Uh. Uh, by nodes you mean, how many things do I have connected. Are wired to it? Uh. Uh, one, two, probably about six. Well I guess, I guess that's what you're asking me. I've got six different devices depending on the Wi-Fi from the router. I don't know what you mean by, I'm not sure what you mean. Linksys devices do I have? I only have the one. Yeah. [silence]
19:00
Speaker 2
How many nodes do you have, sir? Oh. How many links? Yeah. Yeah. How many links? device that you have? Six links nodes or links this router. Una, I mean, how how many links this products we have? Or how many links this devices? Yes. One. Okay. And also, sir, with this type of connection, we also suggest that the wire connection can also be like observed, if it, um, in case
19:00
Speaker 1
Okay. Right. Let me ask a question. Is this a common problem or the router would cause a buffering problem? Yeah, well, they say the modem is okay. They can look at the modem and look at it and this this is not dropping out. Right.
20:00
Speaker 2
Under the same problem, the wired connection. And sometimes also by to really isolate the problem, like bypass the uh the router. Like connect a computer straight to the cable modem and then observe also the connection from the modem. Like we're just like isolating the problem, which one has um really causing the um issue. Um yes sir, sometimes it will cause buffering if like on the modem, um it's also having problem. Okay? Mhm. That's why um that's why we um like um some because the router is only a pastor divisor, will only receive uh connection from the modem. That's why sometimes
20:00
Speaker 1
Right. Right. Okay. Can you do that? Or how do I do that? Right. [silence]
21:00
Speaker 2
We suggest that we observe also from the modem, which is the source of the Internet. Then, if there will be no problem under the modem, then we possibly need to do like a a reset and reconfiguration of the device. Observe if that will, like affect the issue. um for this one sir we recommend to observe the connection first from the modem like bypass the router like connect a computer straight to the modem and then observe it there if there is no disconnection there's no um, intermittence intermittent um, intermittent internet connection and then for your linksys router for the recon reset and reconfiguration sure um since um the router is already running.
21:00
Speaker 1
OK, I understand. What year was this? What year is that
22:00
Speaker 2
Out of Warranty, the complimentary phone Support is no longer available, but we do have several options for out of warranty Linksys device. Our first option is you can take full advantage of our AI tool that can be found on our website. That is support.linksys.com. Okay? While our second option, this is our one-time non-refundable technical support, and that is our paid connect service that will cost you $15 for us to provide with an hour of troubleshooting. And in any case, we found out that the device is defective, there will be no refund or replacement. And there's also no guarantee that we will be able to like fix the issue.
22:00
Speaker 1
[KEEP_UNCERTAIN] I'm not a motor sink and mean the router may be you have that information there what year is it or how old is it want trying to go there so it's for it's for years old or manufactured for years ago I don't know if I've been using it that long how long okay so they go out there they go out of life in how many years I like because this only four years old out of life is pretty quick on it
23:00
Speaker 2
ok actually sir this was like release on October 2021. And we only provide then a one year warranty for a free technical support on this type of rare. Mm-hmm um yes sir. End of black M-A-W-0-9
23:00
Speaker 1
John End of light. Leighton. 2023. Okay, so the router is use is just after two years it's probably it's out of life or in the life I mean. So it's only good for two years, right? Right. [silence]
24:00
Speaker 2
already out of warranty and already like, um, um, what do you call it, zone, end of support and, I'm sorry, and, um, end of life, that means, like, Cisco is no longer manufacturing that step of router, okay, and this one, um, it's still, um, end of life on, of 2023, sir, of December. Um, end of life means that this one that I mentioned is just, um, Cisco is no longer manufacturing this kind of product, okay? And then also, um, for the warranty, it's a one year warranty, sir, or for the, um, free support, it's just one year.
24:00
Speaker 1
Okay. Alright um, well I I might uh try to jump around the router and see just plug straight into the into the modem and see what I get. Okay. Okay. Okay. Thank you very much. I appreciate it. Okay. Goodbye. [silence]
25:00
Speaker 2
in your modem and I'm check if you can uh what you call this one, sir, observe if there's no disconnection and then you may then try to um reset, um configure your router and if you want um a guidance and that one, sir, you can check on a website support.leng.com.com, you can use our AI tool or and if you want us to um um guide you step by step, just um like give us a call, sir. And if you decided to avail the paid connection, you're okay, sir. You are welcome, sir. Okay. So thank you for calling links the sir, this is Karla. Goodbye for now.
25:00