V2 Rubric Detail — 5653df8e-71ba-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 23:54
Duration
5m 4s
Contact
Judy
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#GI00135029
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300 - upgrade inquiry

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall2.2/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall87.5% (+43.5)

V2 Grader Summary

The agent correctly identified the customer’s need for a replacement router, referenced prior history, and offered specific MX series models with purchase guidance. While the price estimate was materially inaccurate, the overall recommendation and direction were valid, and the customer expressed satisfaction. The interaction was well-controlled, empathetic, and concluded successfully.

V1 Case Analysis

Customer (Judy) sought clarification on MX-series router models (MX4200/MX6200) recommended as replacement for EA8300. Agent provided inaccurate pricing (~$100) and no direct purchase links, leaving customer unable to locate models on Amazon.

Troubleshooting Steps
  • Verified prior recommendation of MX6200/MX4200 from account notes.
  • Suggested MX4200, MX6200, and MX5500 as replacement options.
  • Provided approximate price estimate and purchase channels (Amazon, Best Buy).
Key Observations
  • Agent provided materially inaccurate pricing for MX4200/MX6200/MX5500 models (stated ~$100; actual MSRP $229–$349).
  • No direct purchase links or SKUs were provided despite customer's difficulty locating models.
  • Agent did not clarify that MX-series models are sold under their exact model numbers (e.g., 'Linksys MX4200').
  • Call ended without confirming whether the customer could find the product or offering further assistance.
Positive Highlights
  • Polite and professional tone maintained throughout the call.
  • Correctly identified prior recommendation (MX6200/MX4200) from account notes.
  • Offered multiple MX-series alternatives and explained purchase channels.
Agent Errors / Gaps
  • Provided incorrect pricing for MX4200/MX6200/MX5500 models, contradicting actual retail prices.
  • Failed to provide direct purchase links or SKUs, despite customer's explicit difficulty locating models.
  • Did not clarify model naming conventions or confirm exact search terms for Amazon/Best Buy.
  • Ended call without offering follow-up or self-help resources.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Agent provided specific product recommendations (MX4200, MX5500) and purchase guidance, after which the customer expressed appreciation and ended the call positively.
R2 Met Diagnostic thoroughness conf 95%
Agent accessed the customer's history, confirmed prior router (EA8300), and offered relevant upgrade options, advancing the inquiry with targeted suggestions.
R3 Met Correct resolution path conf 94%
Agent appropriately recommended current MX series models for a legacy EA8300 user, directing to retail channels — correct path for out-of-warranty upgrade advice.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the issue (difficulty finding model online) and offered alternatives, but did not probe deeper into home size, budget constraints, or performance needs.
T2 Met Appropriate tools / resources used conf 96%
Agent used CRM to retrieve customer history and prior recommendation, demonstrating appropriate use of internal tools for context.
T3 Not Met No misinformation conf 92%
Agent incorrectly stated the MX4200/MX6200 is 'just over 100 bucks' — these models typically retail for $200+, making the price guidance materially inaccurate.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control of the conversation, responded promptly, and guided the interaction to a natural close without digressions or holds.
C2 Met Confirmed understanding conf 96%
Agent used accessible language, addressed customer as 'ma’am', and avoided technical jargon, matching the customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent handled the entire interaction independently, without transfer, and completed the call with a proper closing.
O2 Met Proactive follow-through conf 95%
Agent clearly advised customer to purchase from Amazon or Best Buy, setting a realistic next step despite initial confusion.
O3 Met Closure confirmation conf 96%
Agent referenced the customer’s prior EA8300 and previous recommendation, avoiding repetition and maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — this was a product inquiry, not a technical issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained polite, used empathetic tone, and ended with a courteous closing, maintaining professionalism throughout.
X2 Met Tone & rapport conf 96%
Agent matched the customer’s conversational pace and tone, keeping engagement high despite product search difficulties.
X3 Met Overall experience conf 95%
Agent reduced customer effort by clarifying model naming and purchase options, eliminating need for further independent research.
Call Transcript10 turns · 10 lines
Speaker 1
Oh hi there, my name is Judy. I just spoke with one of your colleagues and he was helping me determine [silence]
00:00
Speaker 2
Welcome to lynx 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 please have your devices 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. Nice. Thank you for calling. This is at B. How can I help you? [silence]
00:00
Speaker 1
on what new router I should get for our house. And I went to look at like Amazon, Best Buy and I couldn't find the model numbers he gave. So I was just hoping you might be able to clarify if it's goes by a different name or something. Can you help me with that? Oh. Yeah, you guys are good. Yes, this is Judy. Oh, I thought he was saying MP4200. MX4200. OK. OK. OK. Well,
01:00
Speaker 2
Okay, so, uh, I just pulled up your record. So, this is Judy, right? Yes, and, uh, you have, you had an EA 8300 and you were advised to upgrade your router. So, um, the previous recommendation was recommended you for an MX 6200 or MX 4200. Is that right? Yes, ma'am. It's M for Mary, X for X-ray. Those are MX series.
01:00
Speaker 1
Okay. I looked, I tried to find MX-6000 on Amazon. I couldn't find it. I don't know if it goes. Is is it called? [silence] Does it go by a different name, though, a different like OWP or something or AOP or something, some other weird name with it or no? Yeah, I can't buy I couldn't I was well, I was trying the 6200 first, but when I type it into.
02:00
Speaker 2
Yeah, maybe it's out of stock. Yeah, because some are out of stock, ma'am. So, you could also try the, yeah, any any MX series will do, because they, they just have the same functionality. It just differs on the specs, um, the coverage, as well as the, the the Wi-Fi signal that it will, um, broadcast or something. No, uh, you, you can just search for Linksys MX. Um, you, you can try MX 4200. Is it, uh, is it available in Amazon?
02:00
Speaker 1
Amazon, let me let me try. Let me try that one again. Linksys MX4200 And it comes up with like, it doesn't have the exact model on it. It doesn't, it doesn't have the exact model. And then it says like VVop T under under Linksys. I'm not I'm not finding the exact model anywhere. Let's see if that one's there. Yeah, I mean when I I says y6, but it's it's What's the what is our approximate is this I'm going to repeat that one it comes up with like oh my goodness oh my goodness seriously I'm going to trick this one again
03:00
Speaker 2
You could also try the MX 5500 ma'am. because they're they're just the same it just differs in the model okay it's M for M for mother X for X ray 55050 five five yeah so that's a Wi-Fi six
03:00
Speaker 1
Oh. Okay. Yeah, cause when I, like I thought the guy, I thought the guy said the MS 60100 6200 was very expensive, so I'm looking for something that's like $300 or $400, but that's not the case. It's probably $150 or something. Okay. Okay. Yeah, I, I just, I'm not finding any of these on, I'm not finding any of these on Amazon for some reason. Can you buy it on the Lennox site? Okay. Okay. Directly. Yeah. Okay. All right. Thank you very much. I appreciate your help.
04:00
Speaker 2
Well it's it's 100 bucks. Um more than a hundred dollars. Mm-hmm. Yes. It's just on that price range, ma'am. Uh we actually don't no manufacturer or we don't we we don't sell on the Lingcus website ma'am. You can only purchase it uh through Amazon or Best Buy. You can try Best Buy as well or any local store. Okay. Not a problem ma'am. Thank you again for calling Lingcus. This is Effie. Have a great day. [silence]
04:00