V2 Rubric Detail — 6e584312-6031-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 16:21
Duration
12m 32s
Contact
David Sloppy
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#GI00129635
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Misdirected call
⚠ 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: B — Avoidance/Evasion: Agent failed to perform basic troubleshooting, gave vague and incorrect technical advice, and effectively abandoned the case without resolution, escalation, or follow-up—constituting evasion of support responsibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to conduct any meaningful troubleshooting, provided technically inaccurate information, and did not use required diagnostic tools. The interaction lacked ownership, structure, and empathy, ending with no resolution or next steps. Due to clear avoidance of core support duties, an auto-zero is triggered under the 'Avoidance/Evasion' critical failure.

V1 Case Analysis

Customer inquired about router upgrade for better speed; agent provided inaccurate technical information and no resolution path.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly claimed Wi-Fi speeds are halved due to 'half-duplex' operation [07:00, 10:00].
  • Agent stated EA4600 no longer receives firmware updates, which contradicts Linksys KB [04:00].
  • Agent confused gigabytes and gigabits, suggesting 1 terabyte per second internet [05:00].
  • No serial number, warranty check, or case creation was attempted.
  • Call ended without offering KB article, email follow-up, or escalation path.
Positive Highlights
  • Agent confirmed the customer's current model (EA4600) early in the call [01:00].
  • Agent attempted to discuss newer Wi-Fi standards (Wi-Fi 6/7), showing awareness of product evolution.
Agent Errors / Gaps
  • Failed to collect product serial number despite discussing firmware and support eligibility.
  • Provided factually incorrect technical information: Wi-Fi does not operate at half-duplex speeds under normal conditions.
  • Falsely claimed EA4600 no longer receives firmware updates (EA4600 is EOL but some firmware exists; statement was overgeneralized and misleading).
  • Confused units: referred to '1 terabyte per second' and '1 gigabyte' internet, indicating fundamental misunderstanding of network speed metrics.
  • Did not offer any actionable next steps, KB articles, or self-help resources.
  • Failed to clarify customer's actual setup: did not confirm wired vs wireless testing, modem-router topology, or device capabilities.
  • Allowed call to end without operational closure or follow-up mechanism.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the issue or provided a clear path forward; call ended abruptly with no confirmation of understanding or solution.
R2 Not Met Diagnostic thoroughness conf 97%
No structured troubleshooting: agent skipped speed tests, didn’t verify router specs, and failed to isolate whether the bottleneck was ISP, router, or device.
R3 Not Met Correct resolution path conf 96%
Agent recommended upgrading hardware without verifying current router capabilities (e.g., Gigabit ports) or conducting any diagnostic steps.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked only surface-level questions (ISP name), failed to identify root cause, and made unsupported generalizations like 'Wi-Fi devices get half duplex'.
T2 Not Met Appropriate tools / resources used conf 97%
No use of essential tools: no speed test, no router dashboard check, no WAN/LAN speed verification, despite clear need.
T3 Not Met No misinformation conf 98%
Agent provided inaccurate information: confused Mbps vs MBps, incorrectly claimed Wi-Fi is 'half duplex', and gave vague speed limits without model-specific data.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost call control early; responses were fragmented, lacked structure, and failed to set expectations or guide the interaction.
C2 Not Met Confirmed understanding conf 94%
Agent used inconsistent terminology and did not adapt to customer’s confusion; failed to confirm understanding when customer struggled with basic navigation.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership—offered no follow-up, no case tracking, and abandoned the issue when customer disengaged.
O2 Not Met Proactive follow-through conf 97%
No next steps, timeline, or follow-up commitment was established; interaction ended without resolution or plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent failed to escalate despite being unable to answer technical questions or resolve the issue—no valid reason for non-escalation given.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so no details were provided about team, reason, or timeline—customer was left without support path.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent offered perfunctory apologies but did not acknowledge customer frustration, repeated effort, or emotional state.
X2 Not Met Tone & rapport conf 92%
Agent did not adjust pace or tone to match customer’s confusion; continued with disjointed, technical responses.
X3 Not Met Overall experience conf 94%
Customer had to search Windows settings alone; agent failed to guide or reduce effort, increasing frustration.
Call Transcript23 turns · 24 lines
Speaker 1
Hi there, my name is David and I'm trying to get some advice
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 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Sorry, that's not an available option. Please select from the following options. For in warranty products, our support team. Sorry, if you are experiencing issues with your linksys product, hire. Hi, thank you for calling Linksys, this is g. I can help you today.
00:00
Speaker 1
[silence]
01:00
Speaker 2
I'm sorry, I'm sorry, sir, what do you wanted to do with the note? What is the previous model you have? Sure, 4600, is this EA 4600, sir? Okay. Right now, sir, we already have Wi-Fi 6, Wi-Fi 6.
01:00
Speaker 1
[silence] [silence] So, who, I mean, from reading the box that my system came in, probably five or six years ago, it shows that it's capable of 200 megabytes per second. And my system, my internet is capable of 1 terabyte per second. So I'm trying to get something that will give me a higher speed.
02:00
Speaker 2
Then Wi-Fi 7 devices, actually, sir, it is a good thing for you if you will already upgrade some of your devices because that 802.11 users is still part of our legacy device and those might have problems in the future if you still use it. So the best thing that I can suggest,
02:00
Speaker 1
Okay, but tell me what you see as speed that it can handle. How much speed will the current unit that I have deliver? So if I go to an MX, 5503,
03:00
Speaker 2
Those newer devices like Wi-Fi, 7-6 nonos, uh, those are, uh, already A, uh, upgraded. Some of, uh, most of the feature that you wanted, that will be on the interface. Okay, so this older device you have here. The capability of this speed, uh, is just 1,000, I'm sorry, 1 Gbps. Or 1,000 Mbps. Actually, sir, that's the same with the new devices. It's just that this, uh, new devices here are upgraded.
03:00
Speaker 1
For there's no reason to upgrade then is that what you're saying what what would they be [silence]
04:00
Speaker 2
uh-huh five file. Yes. Okay. Um, one wired connected share that will also be a a 1GBS speed for a Wi-Fi server it depends on the internet subscription. [silence] There is actually a lot of reason to upgrade this. First thing is firmware. Firmware for this units here for more I'm sorry, for older devices, there's no more firmware update. So in the case you will have an upgraded modem this router will no longer work.
04:00
Speaker 1
You know, I've got, I've got, matter of fact, I just had my fiber optics modem upgraded a couple of days ago. And that's when I went, I'm not taking advantage of the speed of the internet that I have coming into my home. So that's why I decided I needed to investigate getting a router system that would give me more speed. I'm getting 200 megabytes per second. 1 terabyte per second. Yes. Isn't that a thousand.
05:00
Speaker 2
What is the speed that you're getting from the older one, sir? What is your internet subscription from your provider? I'm sorry, one terabyte, sir.
05:00
Speaker 1
Okay, so I've got one gigabyte, uh, but but the current router that I have from Linksys only does 200 megabytes. So, do we have... will the EX5503EX5503 handle higher speeds than 200 Mbps?
06:00
Speaker 2
Oh, one. Who is your Internet provider, sir? Cox. Okay. Um, I believe through the, uh, the subscription that you can get from down to up until 1 gigabyte. Uh huh.
06:00
Speaker 1
Okay. But it's one gigabyte. Can I assume I'll get 500 megabytes? Well, the device that I would like to use is the MX 5503.
07:00
Speaker 2
200 Mbps per second, right? That's what you're sure. Wi-Fi connected devices are. I'm sorry. for those Wi-Fi connected device, usually they will get half duplex. So so if your subscription is 500 Mbps, most likely you will get half of that speed from the main. You can, sure. But then it's still depends on the device that you are using. What I mean is the device, the handheld device that you wanted to transcribe. [silence]
07:00
Speaker 1
Well my desktop, for like my desktop computer. How do I find out what speed my computer will handle? Yes. Is there a way that I can go into settings on my desktop to find out how fast it can perform? Yeah, that's a good question. It's a it's a Windows system.
08:00
Speaker 2
[silence] Hello sir [silence] Yes yes sir. What is this desktop sir? Is this a Windows? Mac? Or
08:00
Speaker 1
[KEEP_UNCERTAIN] Yeah. I'm in the control. Okay, go to Wi-Fi or internet. Oh. Wow. Okay. I I'm trying to find that. I'm on the control panel system and security. Network and internet. Okay. Uh then then go to network and sharing center or internet options. Okay
09:00
Speaker 2
Hello sir on the Settings sir you just need to go to you just need to go to the Wi-Fi or ethernet app Wi-Fi or ethernet apps. [silence] Thank you
09:00
Speaker 1
Okay, I'm getting nowhere. I don't understand it and I'm sorry it's my fault. I'm trying to find out you say that my my computer may only be able to function so fast and I'm trying to figure out how how to find out how fast my computer can work. Okay, so let's just say that my computer it it can handle one gigabit. And you're saying the system if I put in if I have one gigabit coming through Cox and then goes through the routers, it might only end up being
10:00
Speaker 2
I'm sorry to. Usually sure there's some others devices sorry most of devices has the link speed. So if the link speed only capable for up to a gigabyte or one GBPS then that's only this devices limit. uh, half of this speeds or via Wi-Fi? Yes. Most computers are, yes. The it can. It's actually a, yes. Yes. You can also try,
10:00
Speaker 1
What was the model? Okay, thank you. Thank you, I appreciate that. Thank you. Thank you, bye now.
12:00