V2 Rubric Detail — 750f865e-5fa8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 00:00
Duration
22m 38s
Contact
Matthew Afek
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132148
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Speed Issue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication3.75/5
Ownership2.50/5
Escalation5.00/5
Customer Exp3.21/5
Overall48.9% (-9.1)

V2 Grader Summary

The agent accurately identified the DM3024 as an end-of-life device and correctly avoided escalation, but failed to conduct any troubleshooting or provide actionable next steps for the slow speed issue. While technical accuracy and basic communication were maintained, the lack of diagnostic effort and customer engagement resulted in an unresolved case. The interaction met minimal compliance but fell short of best-effort support expectations for out-of-warranty products.

V1 Case Analysis

Customer reports slow download speeds on DM3024 modem; device is end-of-life and out of support. Agent advised contacting ISP or replacing the modem. No case logged, no paid support offered.

Troubleshooting Steps
  • Collected model number (DM3024) and serial number.
  • Checked internal system and confirmed device is end-of-life with no active technical support.
  • Explained that the DM3024 is a plug-and-play cable modem and only the ISP can modify settings or firmware.
Key Observations
  • Agent correctly identified the DM3024 as end-of-life and out of support (transcript [18:00]).
  • No HappyFox case was created, violating case management protocol.
  • Agent failed to offer paid support despite KB guidance for out-of-warranty devices (transcript [18:00]-[19:00]).
  • Long silences ([05:00], [19:00]) and lack of call control reduced efficiency.
  • Customer expressed frustration ('out of luck') but agent did not acknowledge or empathize (transcript [20:00]).
Positive Highlights
  • Accurately identified the DM3024 as an end-of-life, plug-and-play cable modem with no user-configurable settings (transcript [18:00]).
  • Correctly directed the customer to the ISP for configuration changes or replacement, aligning with KB guidance.
  • Collected model and serial number completely and verified customer contact details (transcript [16:00]-[17:00]).
  • Provided factually accurate information about firmware and ISP control over cable modems (transcript [20:00]).
Agent Errors / Gaps
  • Did not create or cite a HappyFox case despite handling a technical support inquiry.
  • Failed to offer paid support option for an out-of-warranty device, contrary to KB guidance.
  • Did not verify warranty status through a documented system lookup—relied on static knowledge rather than active verification.
  • Allowed long silences without explanation, reducing call efficiency and control.
  • Did not acknowledge customer frustration or provide empathetic responses when the customer expressed helplessness.
  • Ended the call without summarizing next steps or confirming understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The issue of slow download speeds was not resolved; the agent only advised contacting the ISP or replacing the modem without achieving any technical fix or valid escalation.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting was conducted—no power cycle, cable check, speed test at the modem, or verification of ISP-side issues—despite the customer reporting a specific performance problem.
R3 Partially Met Correct resolution path conf 93%
The agent correctly identified the DM3024 as end-of-life and out of support, but failed to provide best-effort troubleshooting (e.g., power cycle, ISP coordination steps) expected for out-of-warranty devices per OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
The agent asked only for model and serial number, then immediately declared the device unsupported, without diagnosing symptoms, asking about setup, or exploring root causes like ISP configuration or cabling.
T2 Partially Met Appropriate tools / resources used conf 91%
The agent used internal systems to confirm EOL status and ownership, but did not recommend or guide the customer through essential diagnostic tools like a direct speed test at the modem or checking for firmware updates via ISP.
T3 Met No misinformation conf 99%
All technical statements—such as the DM3024 being a plug-and-play cable modem, lack of user-configurable settings, and ISP responsibility for firmware—are factually accurate and consistent with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 89%
The agent introduced themselves and collected information, but failed to set expectations, manage transitions, or maintain control during long silences and customer digressions.
C2 Met Confirmed understanding conf 94%
The agent used clear, non-technical language, repeated back customer details for confirmation, and adapted communication to match the customer’s conversational style.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
The agent did not transfer the call and stayed with the customer, but did not take ownership of guiding further action beyond generic suggestions to contact ISP or Amazon.
O2 Partially Met Proactive follow-through conf 90%
The agent suggested contacting the ISP or seeking a replacement but provided no specific next steps, timeline, or follow-up commitment to track resolution.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this appears to be the first contact for this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Given the device is end-of-life with no available support path, the decision not to escalate was appropriate and aligned with policy.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted due to the EOL status of the device.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
The agent remained polite but offered minimal empathy; however, they did acknowledge the customer’s situation and suggested practical options, showing basic professionalism under a difficult scenario.
X2 Partially Met Tone & rapport conf 86%
While the agent maintained a calm tone, they did not actively adapt to the customer’s frustration or disengagement; however, they allowed space for the customer to express concerns without interruption.
X3 Met Overall experience conf 92%
The agent did not require repetition of information, avoided unnecessary steps, and let the customer lead where appropriate, minimizing added effort.
Call Transcript15 turns · 18 lines
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, 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]
00:00
Speaker 1
on the phone. we uh, i'm having issues with the internet and it seems like my modem's messed up. the modem instead of the router. so morning. you have to go back on your and your phone so i'm calling customer support. [silence] Thanks for watching! [silence] their parents offered to help fund Yes. My name is Matt and I'm having issues with my LinkSys modem, not a router. I purchased it from Amazon and I just register it, forgot to register it. And my problem is I'm getting very, I'm getting very slow download speeds, like one, less than one megabyte. But my upload speed is like 70 and they diagnosed it, they being my ISP provider, which is WideOpen West or Huawei showing some type of setting issues in the modem.
05:00
Speaker 2
Thank you for calling Linksys. This is F how can help you? Mhm. All right sir can I have first the model number and the serial number of your modem?
15:00
Speaker 1
Sure. Model number is DM3024. And the serial number is one, eight T is in Tom, one zero, D is in dog, 91 seven zero seven one six four. That is correct. Yes. That's correct. Mm-hm. Yes.
16:00
Speaker 2
180 for tom 100 for David 917 07 164 and sir wasn't able to uh yeah I'm I'm able to check the serial number here so this is under Matthew Affect, right? And the email address is matte.affect@gmail.com.
16:00
Speaker 1
It was Amazon. I didn't just get it. I bought it last year on July 13th of 2022. I just registered it today. Yes, from Amazon, yeah. off of a second buyer or something like that. I bought it new. Um, I have a a screenshot of the receipt as far as it was from Amazon purchased, but I couldn't upload it to my computer because I'm having issues on my internet, obviously right now. I have I have an order number, but I don't go ahead.
17:00
Speaker 2
Okay. So you mentioned that you just got this modem from, where did you purchase it? Okay. So you bought the modem last year. Okay. Mm-hmm. Do you still have the receipt? Okay. Yeah. Oh, yeah, I'm sorry for interrupting, but sir, actually, upon checking here in our system, uh, based on the serial number that you've given me. This, uh, Linksys modem is actually one of our end of life device, and the technical support is even not covered. Okay, the technical support ended August 2024. So, with regard to the modem, there's really no specific configuration for that, because, uh, it's plug and play, um, only the internet service provider can make the changes on the, uh, on the connection okay, of the modem, especially the speed, or the, uh, the download speed and the upload speed. Now, since there's no, uh, this, this is one of our end of life, uh, devices, and the technical support is no longer covered, what we can offer, sir, is only our website, which is
17:00
Speaker 1
Oh. a playcitor something I know it's out of life so it's uh discontinued online you know and like I said were selling it last year like you said last year even the uh The anyway yeah so I'll try either Amazon or I mean I'm really was not I was $[REDACTED_PAYMENT_DIGITS] and I got $[REDACTED_PAYMENT_DIGITS] worth of points from my company for an Amazon gift card so I'm not out money but I do see something online I know it can't give anything there but I did find something online I can go and
19:00
Speaker 2
[silence] Now, you may try checking this one with your internet service provider again. And if possible, you can ask if you can try to replace this one with Amazon if it's still in warranty. So if they're still having some issues, then you can have that checked with Amazon. If they can still replace the device. Yes.
19:00
Speaker 1
I went to um the internet thing with a, with a 192. something like that and it does show something that I have some access and settings, even though it's a modem. according to AI. so I might, I might tinker around with that. I don't know. They said some other settings and they're, they're reason is because it's not their modem, they're not going to touch it. And I understand their position. So they gave me your, your phone number uh for tech support, but obviously I'm uh out of luck. So, all right. I'm probably just going to wrap it up. Go ahead. I'm sorry. That's it. Oh, okay.
20:00
Speaker 2
Yes. Yes. Well, actually, this, yes, this is a cable modem. So there's really no special configuration for that, not unless it's a router. So if it's a gateway, yes, we can we can probably check on the settings, but there's really no special configuration for this cable modem. So it's like a switch that, plug-and-play. And only your ISP can provide firmware updates for that.
20:00
Speaker 1
Right. Well, I can see if they can maybe do something for, yeah. Because there was a-- because when I-- well, as a side note, I just probably just burn maybe 30 seconds more of your time. When I first put it in and that got them that, they-- it was working fine. Then it died. Then somehow somebody switched the settings on. There were certain-- So they didn't register it as being a Lennox modem, they registered something else. So, I don't know how that all works with them. Maybe--I'm just gonna make sure that they have the right make model number of that. Or maybe just ask them to disconnect from the system and reconnect it. Anyway, I'm just asking. So, all righty. Right, which is what I, I did too. And they, they, they reset the modem at, at their shop. They were able to reset it and reboot it. And then they also saw that my speed was low on both my Ethernet and my router.
21:00
Speaker 2
Is this for this particular modem? But if it is such a thing, uh huh. Yeah, well, actually, that's the only way I mean, that's the only process that we can do, like unplugging and re-plugging, uh, power cycle the device, so.
21:00
Speaker 1
powder which goes the separate router so anyway all righty well that's what I'll do right yeah in other words even if I got it working and not consider getting a new one pretty soon so okay I got you all right thank you okay bye you too bye bye bye
22:00
Speaker 2
Yeah. And I would really suggest for you, you upgrade, uh, your modem, because this is already one of our end of life devices and there will be no further updates, developments for this device. Yeah. Okay. Thank you so much for your time for Matthew. Yes. This is Epi again from Linksys. Thank you for calling. Have a great night. Bye-bye.
22:00