V2 Rubric Detail — 5f30af68-6352-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 15:54
Duration
6m 48s
Contact
Joe Brahm
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall12.3% (-31.7)

V2 Grader Summary

The agent failed to troubleshoot a 'no internet' issue on an E1200 router, incorrectly declared it unsupported, and recommended replacement without attempting any diagnostics. While communication was minimally adequate, there was no ownership, technical accuracy, or meaningful progress toward resolution, leaving the customer with increased effort and no solution.

V1 Case Analysis

Customer reported no internet and email access. Agent assumed E1200 model, declared it end-of-life without verification, and recommended purchasing an MR2000. No troubleshooting performed. No case created.

Troubleshooting Steps
  • Agent asked for and recorded serial number.
  • Agent briefly mentioned a factory reset but did not guide the customer through it.
Key Observations
  • Agent assumed E1200 model without verification (02:00) despite customer not stating it.
  • No basic troubleshooting (power-cycle, modem check, reset) was performed (02:00–03:00).
  • Warranty status was not checked or verified via serial number.
  • No case number was created or referenced.
  • Agent failed to confirm customer's ability to access router settings or Wi-Fi.
  • Customer expressed confusion and need for clarity (05:00), but agent gave no structured guidance.
  • Call ended without confirming understanding or next steps beyond purchase.
Positive Highlights
  • Correctly identified that the E1200 is an older model and generally out of support scope.
  • Recommended a current, supported model (MR2000) appropriate for home use.
  • Maintained a polite tone despite customer confusion.
Agent Errors / Gaps
  • Assumed router model (E1200) without customer confirmation or serial number verification (02:00).
  • Declared device end-of-life and unsupported without validating model or warranty status.
  • Failed to perform basic connectivity troubleshooting (e.g., power-cycle modem/router, check WAN light, test device).
  • Did not verify customer's access to router settings or Wi-Fi network.
  • Did not create or reference a HappyFox case.
  • Provided no setup instructions or resources for the recommended MR2000.
  • Ended call without confirming customer understanding or offering follow-up support path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent recommended purchasing a new router without restoring internet access or resolving the underlying issue with the existing E1200.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (e.g., power cycle, LED check, cable inspection, ISP status) were performed before recommending replacement.
R3 Not Met Correct resolution path conf 90%
Agent incorrectly stated the E1200 is unsupported and offered no best-effort troubleshooting despite OOW devices requiring reasonable support attempts.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Only model and serial number were collected; no diagnostic questions about symptoms, connections, or recent changes.
T2 Not Met Appropriate tools / resources used conf 90%
No use of tools (e.g., remote diagnostics, WAN test, logs) to assess connectivity, even though 'no internet' is a diagnosable condition.
T3 Not Met No misinformation conf 85%
Incorrect claim that E1200 is 'no longer supported' — KBs confirm legacy models like E1200 still receive limited support and firmware updates.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but failed to set expectations or guide interaction beyond a single recommendation.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language suitable for non-technical user but did not confirm understanding or adapt to customer’s repeated verification needs.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent transferred responsibility to customer by suggesting purchase, without owning resolution or offering follow-up.
O2 Not Met Proactive follow-through conf 85%
Next step was vague (buy new router); no timeline, no support path, and no actionable plan for immediate connectivity.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable in transcript.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the agent’s chosen resolution path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite but offered no empathy for customer’s confusion or frustration; tone remained transactional.
X2 Partially Met Tone & rapport conf 75%
Agent responded to customer’s pace but did not proactively check comprehension or adjust messaging beyond repetition.
X3 Not Met Overall experience conf 85%
Customer had to repeat information and was directed to a costly, effort-intensive solution instead of a quick diagnostic step.
Call Transcript12 turns · 13 lines
Speaker 1
Welcome to Linksys support. [silence] [silence] Yes, I wanted to check on my, I think I have a router problem.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warmendy 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 all 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. [silence] Hi, thank you for calling Linksys. My name is Evan. How may I help you today? [silence] All right. What seems to be the problem?
00:00
Speaker 1
the, what? Well, I don't have anym access to my email. You want the serial number? Yes. Uh I got the serial number. I don't know if that'll help you. 108 20 C like in Charles 64 two G like in George 6597. [silence]
01:00
Speaker 2
What seems to be the problem? I see. Just to verify my speaking with Sir Joe Brio. What's the model of your router. All right. What's the serial number of the router. All right.
01:00
Speaker 1
Well I can't get online at all now. I'm reading some notes that my daughter left me. So I hope that I'm giving you the right information here. yeah. Yeah, I just, yeah. Uh-huh.
02:00
Speaker 2
Thank you so much. [silence] Just to also clarify, are other things affected or just the email? [silence] Thank you so much for that one. If you're unable to enter your email or access any kind of emails and you mentioned that you seem to be that you don't have any kind of internet connection as well, you might need to consider factory resetting and reconfigure your router from scratch since currently it's not detecting any internet. However, before anything else, I do have to set your expectations that your current model of the router, which is an E1200. And this model has already been considered as an end of life product.It is no longer being manufactured and we no longer support this type of model. Unfortunately, this has been a discontinued router. As much as possible, please do consider upgrading or changing the router to a much newer model instead for better support. [silence] And for this router, we can no longer support you with this one. It's no longer within our scope. So the best option here is to consider buying or getting a new router. You can either purchase it directly from Best Buy, Walmart or Amazon since Linksys does not do any direct sales.
02:00
Speaker 1
Oh, okay. So, in other words, when I, um, when I request the router from one of those stores, what will I tell 'em that I want to, uh substitute? Yeah. Yeah. Okay, but I mean, is there a specific one I need to get? Yeah. All right, hold on just a second. Let me write this down. That's the one M, what is it again? M like in Mary. Yep. Yep. 2000. M like in Mary, R like in Robert-2000, right? Is that right? Okay. That's all I need? [silence]
04:00
Speaker 2
You can just say to them that your router is a little bit old now and you want a new router. If you're using it for home use, I recommend looking into the MR2000. M like Merry, R like Robert, 2000. Yes. Yes, that's right. [silence]
04:00
Speaker 1
okay so that one would adapt to the one I uh it's very similar to the other one right uh I don't need any special hookup or have it programmed or anything do I just plug it in okay so all I got to do excuse me all I got to do is order this plug it in I'm in business right? okay yeah okay there's no rebate on this is there? [silence]
05:00
Speaker 2
yes
05:00
Speaker 1
All right. Okay. All right. All right. So all I do is get this and plug it in, and I'm in business, right? Okay. All right. Good. I can get that at Best Buy or Walmart or any of them, right? Yeah. Let me ask you something. Have you got any way of checking to see if it is my router? Okay, all right. All right. Okay, well, thank you very much. Yeah. Yeah. Yep. Okay. All right. Bye bye.
06:00
Speaker 2
yes [silence] check for a U-pond on our end [silence] alright thank you for calling links sis take care and have a great day
06:00