V2 Rubric Detail — 61a5bedc-802b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 08:58
Duration
7m 29s
Contact
+33549079065
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp3.93/5
Overall33.7% (-22.3)

V2 Grader Summary

The agent failed to execute any diagnostic troubleshooting for the legacy WRT1200AC, instead suggesting replacement after minimal engagement. Critical technical inaccuracies ('no audio', 'Linus') and omission of OOW best-effort standards left the issue unresolved. Communication was generally clear but lacked empathy and explicit next-step commitment.

V1 Case Analysis

Customer (Leslie Walsh) reports orange internet LED and no internet on WRT-1200 AC V2. Device is out of warranty; agent offered to email a support article and suggested replacement.

Troubleshooting Steps
  • Confirmed LED status (orange light)
  • Confirmed ISP (Orange)
  • Identified device as out of warranty and no longer supported
Key Observations
  • No troubleshooting steps (reboot, reset, WAN port check) were performed despite the customer's request to try fixing the issue
  • Agent did not create or reference a case/ticket number
  • Agent offered self-help via email but did not confirm if the email was sent before ending the call
  • Agent correctly identified the device as out of warranty and no longer supported for firmware updates
Positive Highlights
  • Captured full customer contact information and device details accurately
  • Clearly communicated that the device is out of warranty and no firmware updates are available
  • Offered to send a support article and suggested a replacement option
Agent Errors / Gaps
  • Failed to perform basic diagnostics (power cycle, reset, WAN port check) despite customer's request to try fixing the issue
  • Did not verify warranty status through a formal lookup; relied on age assumption
  • Did not provide a clear, actionable next step or confirm email delivery
  • No case number was generated or documented

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the connectivity issue; only suggested buying a new unit or promised an article without actual troubleshooting or confirmation of fix.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (power cycle, factory reset, WAN check, cable verification) were performed despite clear symptom (orange internet light, no connection).
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the device as legacy/out-of-warranty and advised upgrade, but failed to attempt required best-effort troubleshooting (reset, reconfiguration) before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked only for ISP name and noted the orange light; no logical diagnostic sequence (e.g., checking modem, rebooting, verifying cables) to identify root cause.
T2 Not Met Appropriate tools / resources used conf 94%
Agent claimed no KB article was available and did not access or use any documented troubleshooting guide for WRT1200AC, despite it being a known legacy model.
T3 Not Met No misinformation conf 95%
Provided materially incorrect information: stated issue was 'no audio' (irrelevant to router connectivity) and referred to product as 'your Linus' instead of Linksys.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent collected customer details and maintained basic call flow but ended abruptly without confirming next steps, closure, or transition framing.
C2 Met Confirmed understanding conf 95%
Used plain language, confirmed email spelling, adapted to customer's pace, and avoided technical jargon throughout the interaction.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent owned the case by collecting full details and offering to send information, but did not attempt troubleshooting before suggesting replacement.
O2 Partially Met Proactive follow-through conf 91%
Agent committed to emailing an article but provided no timeline, follow-up commitment, or realistic next steps for the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff required per transcript and Assessment 4 confirmation.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the OOW status and non-critical issue; no repeat-contact or management-request triggers present.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent remained polite and cooperative but offered no explicit empathy or acknowledgment of customer's frustration or repeated effort despite clear customer frustration.
X2 Met Tone & rapport conf 94%
Agent matched customer's pace, repeated information for clarity (email confirmation), and maintained engagement without customer confusion or disengagement points.
X3 Met Overall experience conf 93%
Agent collected all necessary information in one pass without requiring repetition and imposed no unnecessary steps or delays on the customer.
Call Transcript14 turns · 15 lines
Speaker 1
Well, uh, well, I believe I've called a few years ago, uh, I think Larry. Yeah. Um, I've got a problem with the Linksys box. Uh, I've rebooted it a few times and it's just saying no connection when I try to link to it. Okay.
00:00
Speaker 2
Welcome to links as support. To assure quality service, your call may be monitored. Please remain on the line for assistance.[silence] Thank you for calling links. This is Larry. Is this your first time calling? Uh, yes, yes. Larry here. Okay. I you've[silence] Okay. I see. Well, if if you've contacted us a long time ago, I think I may need to create a record for you for us to uh document the case accordingly and then we'll start to gather information about the unit that you're calling about. Uh, we'll start with
00:00
Speaker 1
Okay, my name's Leslie, L-E-S-L-E-Y, and then Walsh, W-A-L-S-H. It's 003 602 25 8393. That's the one I'm ringing from, which is our land line, which we never, ever answer, because they're always scam calls. Yes. Okay. Okay.
01:00
Speaker 2
okay. Thank you, Leslie and your phone number, please. Okay let me verify if I got it correctly, uh, 33549079065. Oh sorry, this is the one that you'r-u-uh using calling us. Hmm. Okay, I see, so that should be 335025 839. That should be the phone number I'll be putting on the account. All right, thank you so much. And uh, let me check here. I also need your email address, please.
01:00
Speaker 1
Walshy, so Walsh with a Y. And then five four at Btinternet.com. B as in Bravo, T as in Tango. Yes. I'm calling from France, but but I've called the UK line because there wasn't a number for France. Yeah. Okay, it
02:00
Speaker 2
Okay, thank you for spelling that out. Again, that's Walsh, last name with a Y at the end: 54BTinternat.com. Okay, thank you so much. And from what country are you calling from, Leslie? From France. Okay, thank you. I see. Okay. Uh, yeah, I just noticed that it has a different area code. So I think it's good to ask. Anyway, uh, let me check here. So I have all the, uh, uh, information. I just need, uh, to document also the the unit model number and serial number, please.
02:00
Speaker 1
Yeah. [silence] W-R-T-1200, AC V2, serial number is 16-R-Charlie Romeo, 206, 047, double 0845. Yeah. About, seven or eight years. Wow.
03:00
Speaker 2
Mm-hmm. Okay, thank you so much. Um, yeah, I recognize that this is actually one of the early units we had before. I'd like to ask for how long have you had this system? Wow. I see. This is really a tough model. I I remember this, uh, model when it was released. I was, uh, it was, was my early years in Linksys. Anyway, uh, Yeah, can, can you tell me what, what, what's the problem here? While I'm checking the warranty and the status of the unit?
03:00
Speaker 1
yes, it's orange.
04:00
Speaker 2
Mm-hmm. Mm-hmm. No lights in front of it. Hmm. That is actually a good question. May I know who is your internet service provider, by the way, before I answer that question? Orange. Okay. Like the fruit, right? Okay. Thank you for sharing that. Well, yeah, as what I have mentioned, this is part of our legacy units and, of course, apparently it's beyond the warranty period. It's no longer supported in terms of firmware and updates. So if you're asking me, uh, especially the issue with it has no audio.
04:00
Speaker 1
Right, okay. But there are lights that come on when I switch it on, but now I can't... There's an orange light that comes on over where it says internet, but when I try to link to it it just says no internet.
05:00
Speaker 2
No light anymore. That is already a potential problem with the hardware. And if we're dealing or if we have this dilemma of still fixing it or trying to buy a new one, in my opinion, I think it would be best for you to upgrade your Linus and buy a new one because of course, we could no longer provide any support in terms of firmware and any update for this particular unit. Just wanna be completely honest with you right off the bat. I see. I think it's still responsive. It's just that it needs to be reconfigured. It means that
05:00
Speaker 1
Right. Okay. Okay. We might as well try before I just go and buy a new one, mightn't we? Thank you. Okay. Brilliant. Right, let's give it a go then and then um see what you send through and then I'll uh I'll take it from there. Okay.
06:00
Speaker 2
A computer might be needed for you to be able to reconfigure it. Uh as uh as I mentioned, we no longer have this uh articles that we can pull up uh for us to guide you through this uh particular unit. and uh I can, I can try and see if I can uh pull up something that is relevant to this particular model for some model that we still have. and I can uh probably send you that uh articles and and uh you know uh Sure, Sure. No problem. I'll uh I'll send that through your email. That's Walshie, W A L S H Y 54 at B T Internet.com, right? Okay. Okay, Sure, Sure. No problem. It's been a uh pleasure assisting. Anything else I can I want yeah I'm sorry Yep yep got it got it sure sure no problem I appreciate it you're welcome you have a great day Leslie goodbye be well
06:00