V2 Rubric Detail — 75b68d32-7b91-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 12:26
Duration
5m 18s
Contact
No Name
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#GI00136503
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Disconnected Call

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall2.1% (-39.9)

V2 Grader Summary

The agent failed to perform any troubleshooting, incorrectly declared the E5350 ineligible for support (contradicting KB), and closed the case by recommending replacement. No ownership, escalation, or next steps were provided. Communication lacked adaptation to the customer's needs, and empathy was limited to a single scripted apology.

V1 Case Analysis

Customer reported bad internet connection; ISP indicated router issue. Agent incorrectly identified model as E3000 (actual: E5350), stated router is out of warranty, and advised replacement without troubleshooting. No resolution provided.

Troubleshooting Steps
  • Requested model number (incorrectly referenced E3000)
  • Requested serial number (not obtained)
Key Observations
  • Agent incorrectly identified the router model (E3000 instead of E5350), which is a material accuracy error.
  • No troubleshooting steps (power cycle, firmware check, WAN status) were performed despite the customer's reported connectivity issue.
  • Agent prematurely concluded out-of-warranty status without verifying serial number or consulting KB for E5350 support eligibility.
  • Customer was left without resolution or valid self-help path for the reported issue.
Positive Highlights
  • Agent attempted to collect customer and device information at the start of the call.
  • Agent expressed empathy and set expectations about product support status.
Agent Errors / Gaps
  • Incorrectly identified the router model as E3000 (actual: E5350), contradicting the KB (E Series includes E5350).
  • Failed to perform basic troubleshooting (power cycle, firmware check, WAN status) per universal_escalation_guide.md, which recommends these steps for connectivity issues.
  • Prematurely concluded out-of-warranty status without verifying serial number or consulting KB for E5350 support eligibility. The KB does not state that E5350 is out of support; this claim is unsupported.
  • Provided no self-help path (KB articles, chatbot, email instructions) after stating the device is out of warranty, violating protocol for out-of-warranty calls (universal_support_contacts.md).
  • Did not attempt to verify connectivity or router status before advising replacement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent closed the case by advising replacement without resolving the connectivity issue or offering any troubleshooting, escalation, or workaround.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., reboot, LED check, local access) were attempted; agent moved directly to end-of-life statement after model confirmation.
R3 Not Met Correct resolution path conf 96%
Agent dismissed the customer with 'time to upgrade' instead of providing best-effort troubleshooting expected for out-of-warranty devices (e.g., reboot, firmware check, setup guidance).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms beyond vague 'internet not working'; asked no diagnostic questions about LEDs, connection method, or prior changes.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., no attempt to guide to http://192.168.1.1, no speed test suggestion, no remote session offered) despite a diagnosable connectivity issue.
T3 Not Met No misinformation conf 95%
Agent stated the E5350 is 'no longer eligible for technical or warranty support.' This is contradicted by KB; universal_firmware_update.md explicitly provides troubleshooting for EA series and general firmware guidance applying to legacy routers.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set agenda, frame the interaction, or guide troubleshooting; conversation was disjointed and ended abruptly after unsupported product declaration.
C2 Not Met Confirmed understanding conf 95%
Agent misread serial number, repeated questions unnecessarily, and used technical terms (model/serial) without confirming customer understanding, increasing confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disowned responsibility by stating the product is unsupported and immediately recommended replacement, with no attempt to assist further.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up were provided; agent ended call with no path forward beyond purchasing new hardware.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to maintain or reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Issue involved a legacy router with potential configuration or connectivity fault; warranted at least best-effort troubleshooting or escalation to L2, not immediate closure.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized once ('I do really apologize for the inconvenience') and acknowledged customer patience, but showed no deeper empathy for frustration or effort.
X2 Not Met Tone & rapport conf 95%
Agent maintained rigid script, repeated questions despite customer difficulty, and did not adjust pace or tone to match customer’s visible confusion and frustration.
X3 Not Met Overall experience conf 96%
Customer had to repeat model number multiple times due to agent mishearing; no effort to reduce repetition or streamline information gathering.
Call Transcript12 turns · 12 lines
Speaker 1
You know what? One more time and I'm not gonna get the internet fixed. Now I don't know where my, Um, yes, I have already spoke with my internet provider and it's up and running perfectly. Um, she told me that it was my router and to give you a call, she gave me your number. So that's what I'm doing. Uh-huh.
00:00
Speaker 2
Welcome to LinkSys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready, and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling LinkSys. This is Eugene, how may I help you today? Mmm. Okay, so I [silence] I understand your concern, ma'am, but by the way, is this your first time contacting us for support?
00:00
Speaker 1
Yes I am. I'm sorry. Yes. Lisa, compact, this C-O-M-T-I-S-T-O-I-O-S. Correct. T-I-S-T-O-I-S. Correct. 989-615-6949. I don't have one. Pardon? Oh, oh, how many routers are links just, just one.
01:00
Speaker 2
And are you calling from United States? May I know your first name and last name? The L I S A for and your last name is C-O-M for and your callback number? How about your email? And how many links is router, do you have Lisa? How many links is router?
01:00
Speaker 1
Yes, it starts with seven, n, dot, there's two dots then three zero k, hello, can I do what? We've got a bad connection. Again, okay, it is. S as in Sam, N as in Nick, three zero k as in kite, one.
02:00
Speaker 2
Can you please provide a serial number of your Linksys router? Go ahead. Hello? [silence] Hello? [silence] Okay, Lisa. [silence] Yes. [silence] Can you please repeat that? You mentioned that it is 3-0-K for Kite. Then [silence] kindly provide your serial number. [silence]
02:00
Speaker 1
Michael, two, three, two, eta, three, two, seven, four, six spectrum, I have no idea E 53 50 there is another there's Mac Mac address at the bottom of it and it says Mac then it's D8 E is in egg.
03:00
Speaker 2
And who is your internet service provider? It is a spectrum. Now let me just confirm the model number of your lingia's router is an E83605350, am I right? Can you look at that information underneath or on the bottom of the router for the model number and confirm if it is an E8350? [silence]
03:00
Speaker 1
Okay. Okay. Where do I find that? I don't Oh, right here, serial number. Okay. I got a flashlight looking all over. My eyes aren't that great. Okay. Yes, it's E5350. Okay. Okay. Okay. That's what the lady saw from spectrum as well, but she told me to give you a call just to make sure.
04:00
Speaker 2
OK, sorry to interrupt you, Lisa. I don't need a MAC address, but kindly confirm if the model number of your Linksys router is an E3000 underneath of the router. OK, now, before we proceed, I would like to set an expectation regarding the status of your router. And I do really apologize for the inconvenience, Lisa. But this product is no longer received software or security updates and is no longer eligible for technical or warranty support. So, I highly recommend that it's time for you to do an upgrade or purchase a new one.
04:00
Speaker 1
Okay. I do appreciate you and I thank you for taking your time and patience with my ignorance of how to do any of this. Okay. You as well.
05:00
Speaker 2
You're welcome, Lisa. Thank you also for your time and understanding. Have a great day. Bye for now.
05:00