V2 Rubric Detail — 67ab8ae4-74c0-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 20:15
Duration
14m 40s
Contact
919-632-6612
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ 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.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall61.1% (+3.1)

V2 Grader Summary

The agent correctly identified the E900 as end-of-life and recommended the compatible MX6200, providing accurate technical information and a viable path forward. While no troubleshooting was performed and empathy was limited, the response aligns with policy for EOL hardware. The outcome is Partial Resolution due to lack of full closure but meaningful progress.

V1 Case Analysis

Customer with AE900 router (end-of-life) inquired about replacement options. Agent recommended MX6200 or Velop Pro 6E and advised checking Amazon, Walmart, or Best Buy for purchase. No warranty verification or case creation performed.

Troubleshooting Steps
  • Confirmed the router model is end-of-life and unsupported.
  • Recommended replacement models (MX6200, Velop Pro 6E).
  • Advised customer to purchase from retail channels (Amazon, Walmart, Best Buy).
  • Clarified brand confusion (Linksys vs. Cisco).
Key Observations
  • Agent correctly identified the router as end-of-life, aligning with KB guidance for legacy devices (adjacent_device_setup_scenarios.md).
  • Agent failed to verify warranty status or collect serial number, missing key protocol steps.
  • Agent incorrectly referred to 'SELECT PRO 6E' instead of 'Velop Pro 6E' at [07:00], which is not a valid Linksys product name and contradicts the KB.
  • Agent provided actionable next steps by recommending compatible models and retail channels, supporting self-help closure.
  • Agent clarified brand confusion (Linksys vs. Cisco), improving customer understanding.
Positive Highlights
  • Correctly identified the router as end-of-life and unsupported, consistent with KB guidance.
  • Recommended compatible modern models (MX6200, Velop Pro 6E) that support current firmware and security standards.
  • Provided clear retail options (Amazon, Walmart, Best Buy) for the customer to purchase a replacement.
  • Clarified that Linksys does not sell routers over the phone, setting accurate expectations.
  • Confirmed that future setup assistance is available upon purchase, offering continuity of support.
Agent Errors / Gaps
  • Incorrectly referred to the Velop Pro 6E as 'SELECT PRO 6E' at [07:00], which is not a valid Linksys product name and contradicts the KB.
  • Failed to collect or confirm warranty status, serial number, or create a support case, missing key protocol steps.
  • Did not verify the exact model number; AE900 is not a standard Linksys model (likely misheard EA900 or E900).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent identified E900 as end-of-life and recommended MX6200 as replacement, providing a viable path forward but did not resolve the current issue or offer troubleshooting for the failing device.
R2 Partially Met Diagnostic thoroughness conf 85%
No direct troubleshooting performed on the failing router; agent reasonably inferred hardware/EOL issue from symptom (random reboots after years of use) and acted on documented policy. For EOL devices, troubleshooting is not expected beyond basic assessment.
R3 Met Correct resolution path conf 95%
Agent correctly identified E900 as end-of-life and advised replacement with MX6200, aligning with Linksys policy for EOL hardware; did not dismiss customer but provided actionable path forward.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent did not ask detailed diagnostic questions, but symptom (router rebooting every 2.5 hours) in long-used EOL device strongly indicates hardware failure; root cause (end-of-life hardware) correctly inferred.
T2 Met Appropriate tools / resources used conf 90%
Agent used internal knowledge of EOL status and MX6200 compatibility with Spectrum appropriately; no additional tools (e.g., firmware check) available or relevant for EOL devices.
T3 Met No misinformation conf 95%
All technical information provided (E900 EOL status, MX6200 compatibility) is accurate and consistent with Linksys documentation; voltage (12V) is standard spec and not contradicted by KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Call had long silences and lacked strong framing, but agent maintained basic control, responded to customer queries, and guided toward a resolution path. Not fully in control, but not lost.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language and spelled model numbers clearly. Did not explicitly confirm understanding, but adapted communication to customer’s spelling needs (e.g., 'V as in Victor').
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent did not transfer or abandon case. Offered to assist with setup upon receipt and warranty registration. While not proactive, did commit to future support, showing some ownership.
O2 Partially Met Proactive follow-through conf 75%
Next step was vague ('contact us back'), but agent did specify a clear action (buy MX6200) and offered future support. Timeline was implied (after purchase), though not explicit.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was a product recommendation for an EOL device, not a technical fault requiring L2/L3 support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and professional but did not explicitly acknowledge customer’s frustration or long-term loyalty. Responses were factual, not empathetic, but not dismissive.
X2 Partially Met Tone & rapport conf 80%
Agent adapted spelling to customer’s needs and paced model number delivery. Tone was neutral but responsive. Did not fully match emotional tone, but maintained engagement.
X3 Partially Met Overall experience conf 75%
Customer had to search for product independently, but agent reduced effort by providing exact model number, compatibility assurance, and voltage confirmation. Could have shared direct link, but core info was provided.
Call Transcript26 turns · 28 lines
Speaker 1
Thank you. Hi, I might have to call back again, because right now I'm not home. But I was calling to get a feel of what is it you think I should do. I am having difficulty with my wireless router.
00:00
Speaker 2
Welcome to Linksys 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 products, paid 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. [silence] Hello, thank you for calling Linksys technical support. This is Charm. How can I assist you with today? [silence]
00:00
Speaker 1
which uh is uh Cisco uh traveling on a Brand and the uh the model is E900 and I'm having some issues with it now and What's the best thing for me to do at this point? it might stay on by two hours and a half hours and then the next day I have to go back and booth again. So uh I'm concerned about getting to the place where it's not gonna come on at all. So do y'all have uh a way where you could if I'm home you can see um does it need maybe some um some technical support that you all can give me to look at it to booth it or when you start having a problem like that, do y'all sale new ones so people can order a new one? Yeah, E, Linsky's E900, N300, Werke, what, could I, order one through you all? I, I, I, not, hear you, carry off. Okay, so, okay, uh, one more time, let me tell you this so you know. [silence]
01:00
Speaker 2
All right. Um, the model number of your router is AE900, is that correct? All right. Mm-Hmm. So, for this model number that you have, um, it is part of our end of life and end of support router, router. It means we don't provide technical support for this, uh, router anymore and no updated firmware. So, what we can highly suggest to you, ma'am, is you need to purchase a latest router, a secure router. Because No, ma'am, we don't sell router over the Hello, ma'am. We don't sell router over the phone. However, you can try to check it on your local stores or on the Amazon website. I can provide you some model numbers.
02:00
Speaker 1
Make sure I'm matching. I have, my server is, uh, my modem is by Spectrum. My modem is by Spectrum. And if you need that model number, I have it as well. So now, I will need to make sure it matches with the modem that I have, right? Okay, because the one I have did match. It mattered, you know, it mattered, it mattered. Really, it was long lasting. Really, that, that was a good, wireless router. Uh, I hope I can find one that this is well, because it had lasted me a long time. If you look and see, I don't know if I tell you for a year, for the year I called in, I had it for a long time. Do you see what year?
03:00
Speaker 2
Yes, I can provide you a model number that will match to your Spectrum modem. And let me double check it here. All right. Uh, we don't have the
03:00
Speaker 1
Okay, so, so the one I have now is matching the modem I have, but if you need to know my modem modeling them, I have it. Would that work? Would I help you? I have the motor number and I have the serial number of the modem that I'm using by spectrum. So, okay, let me write that down. Uh, okay, wait a minute. Put it in right place. So, what kind, what kind can I use? MX6200.
04:00
Speaker 2
information here since I don't have the serial number, but I think it's part of our legendary routers. I I'm yes, you can use the MX 6200 since this is the latest router and it is a WiFi6 already that can match to your spectrum modem. MX 6200
04:00
Speaker 1
Now. So, this is the model number for new, LinkKey wireless router, right? So, now, is it, should I go by Linkkey or Cisco? Because, it's, I think they say the brand is Cisco, C-I-S-C-O. So, which one, what's the brand? Is it a brand, Finko, or is it Linkkey? Excuse me. So, it's L-I-N-K-E-Y brand. So, what does, what does a Cisco stand for? What does a C-S-I-C-O stand for? Cisco.
05:00
Speaker 2
Yes. Yes. Yes. Yes, that. Alright. Um. It's a Linksys. Um, it is a Linksys brand, man. Yes. L-I-N-K-S-Y-S. um, Um, does, um, does Cisco and Linksys collaborate before? Um, it's like they are sister company. However, they separate.
05:00
Speaker 1
Oh, okay. Okay. So right now, I'm looking for model Sinky, it's spelt S-L-I-N-K-E-Y brand. Oh, that's S-Y, L-I-N-K-Y, S-Y, right? Okay. So that's the brand I'm looking forward and the model number is M as in Mary, X as in x-ray number 6200. And you think that - so do you know whether Amazon do sell those those that brand? I can search okay. So I can search Amazon and what else do you say? spell that please. V as in victor, E as in Esther, L as in love, O as in off and P as in Peter. Now what is that? It's a Pro P-R-O-60. So, okay, let me let me start back over again. It's Z as in victor, E as in Esther, L as in love, O as in off and P as in Peter. Then pro P-R-O.
06:00
Speaker 2
SELECT PRO 6E. It's V as in Victor, E as in Echo, L as in Lima, O for Oscar, P for Peter. SELECT. Yes. So it's SELECT PRO 6E. 6E. [SIREN SOUND]
07:00
Speaker 1
So, so what come out the Pro? P.O P.R-O. Six like six-Zero or six letter-E? Okay. Six letter-E. Okay. So, so what now? That's another brand I can look for. Oh, okay. Let me understand. So, you say I can go on Amazon, I can look for the model Leesky brand, model number MEX 6200. So, what, so what is that vou Elop Pros 6 e what is that? Okay. Okay.
08:00
Speaker 2
6 letter E. Yes, six letter E. This is the same brand and same model number. [silence] Yes. If you cannot search for MX, you can try that, um, model number.
08:00
Speaker 1
So I, okay. All right. So if I can't find the MX6200, then I can look for the VELOP Pro Pro number six letter E brand? Okay. Okay. All right. So now if Amazon doesn't have it, do you know whether or not what other stores might be I could search for it? Okay. So you think, okay, you think Walmart might have it? Okay. I do have a Walmart. What about Best Buy? They just a little it is so far out from where I live at Best Buy. I'm going to try Amazon first, it's so much easier to check Amazon first. All right. Now once I back
09:00
Speaker 2
all right yes ma'am you you can try to check on your local stores like on walmart but also on your electronic stores yes they might have it yes you can also try to check on best buy [silence]
09:00
Speaker 1
Buy it. I will have to call it in and register it. [silence] Okay. So would I have to uh could I use the same account number and password I had before uh would this be like a whole new account where I can just start back over with the password and uh I can start back over again with just a whole new account? [silence] Okay. All right then. So I [silence]. Okay so I won't have to worry about make sure I have the right. Cause I know [silence] with the old one I had a password and [silence].
10:00
Speaker 2
Once you receive that one, maybe I'll purchase the router and receive it. You can contact us back so that we can assist you or walk you through on how to set it up. And also, we can update the warranty status of the router. I guess you can use this old one, old account, or yeah, you can use a new account if you want. which a lot of whatever you prefer. Mhm. Yeah.
10:00
Speaker 1
Okay, but it might not, because I was looking at my work and I think I have two down here. So I must have, I think I had trouble one time through the weather and I called back in, then y'all had to sit me up and I think I set up another account and so I might have two. So that's okay, just as long I don't uh be shut out because I might have the wrong password, it's good to go ahead and just start over and then I can make sure in my notes I have the correct one, okay? Okay. So so y'all will walk me through over the phone how to install it and that kind of thing. Okay. Okay. Could you give us some type of ideal what's the price range of this one may be?
11:00
Speaker 2
Yeah. Yeah. Yeah. Yeah. Yes, yes ma'am. Yes, once you receive that, you can contact a slap. Um I cannot guarantee you that one, ma'am since I don't have or we don't have the price list for this.
11:00
Speaker 1
okay. all right. so, um, uh, so all I need to know the model number. I don't need to know the the serial number or if it's at any okay. All right, them. All right. So I would do that, and I was kind of hoping you said I could order for you guys. And I then but anyway, so, so you were saying both of these models will match my spectrum modem. No problem. Okay. All right. Thank you so very much. Adam, I think you answer all the questions. Okay, well, thank you so very much. Do you know, do you know the voltage, the voltage across the voltages? Is it because my old one was 12V. Do you could you tell me what's the voltage of the of these two different brands?
12:00
Speaker 2
Mhm. I you don't need to ma'am. Only the model number. Yes. It's almost 4:00. No problem M. Your welcome.
12:00
Speaker 1
i reckon power uh the oh one was 12v I I I reckon the power that pulls. right the votes the V for much votes is be O L v O L T H E. so it is 12. okay so both of them are 12. okay all right now I'm not need to know that. all right thank you so much is anything else you think I need to know I be aware of okay all right because um the cord itself has to it has to connect inside the modem so by me mashing these models with the model
13:00
Speaker 2
Um, what do you mean by volts, Ma'am? Oh, I see. All of our cord, um, I think this, well, yeah, it's 12 volts. Yeah, it's 12 volts. Yes. And um no, Ma'am. So yes, you may search for that on the Amazon. There are some information also or the features of the product. [silence]
13:00
Speaker 1
Thank you for a moment. Then I should have no problems with the cord with it, plug it into the modem because the modem has a place for us to plug in the wireless router. So by these matching, then I should have no problems with the cord matching or fitting inside of another. Okay. All right. Thank you so much. You have a all really? Okay. Well, thank you so very much. You have a good day. All right, then. Thank you. Thank you so much. Bye bye.
14:00
Speaker 2
yes there is no problem most of our customer use the rubber yes and they have a spectrum also have a good one also
14:00