V2 Rubric Detail — 75ca8b5e-5f79-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 18:24
Duration
6m 20s
Contact
No Name
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#GI00132088
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution2.50/5
Technical1.50/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall66.2% (+2.2)

V2 Grader Summary

The agent correctly stated that Linksys does not currently offer consumer routers with SIM card slots in the US, but failed to investigate or confirm whether any legacy or international models ever existed, despite the customer’s clear interest in older or globally available devices. This left the inquiry partially unresolved, particularly on technical accuracy and tool use, resulting in a partial rather than full resolution.

V1 Case Analysis

Customer asked if Linksys manufactures routers with SIM card slots. Agent confirmed no current or past US models include this feature. No alternative suggestions or self-help resources provided.

Troubleshooting Steps
  • Confirmed current Linksys product lineup lacks SIM-slot capability
  • Communicated that no SIM-slot models were released in the US
Key Observations
  • Agent provided accurate information regarding the absence of SIM-slot routers in Linksys's current lineup.
  • Irrelevant out-of-warranty script was played at the start of the call, despite this being a feature inquiry.
  • Multiple long silences and fragmented responses reduced call efficiency and professionalism.
Positive Highlights
  • Accurate response confirming no current Linksys router includes a SIM card slot.
  • Polite closing and acknowledgment of customer patience.
Agent Errors / Gaps
  • Played out-of-warranty script at call start for a general feature inquiry ([00:00]).
  • Failed to offer any alternative solutions, KB articles, or email follow-up despite customer interest in purchasing older models ([02:00], [05:00]).
  • Repeated filler phrases ('uh', 'sir') and unclear confirmations, reducing communication clarity ([05:00]).
  • Did not attempt to verify if the customer had a specific model in mind or check historical/international product availability.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 92%
Agent states Linksys does not make routers with SIM slots and that such models were not released in the US, but fails to confirm whether any historical or international models ever existed — leaving the customer's core question about past models unanswered.
R2 Not Applicable Diagnostic thoroughness conf 95%
No troubleshooting was required as the inquiry was about product availability, not a technical issue.
R3 Partially Met Correct resolution path conf 88%
Agent correctly identifies no current SIM-slot routers, but does not verify whether legacy or international models (e.g., from 3–4 years ago) exist, missing an opportunity to provide best-effort guidance for an out-of-warranty/out-of-region inquiry.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 94%
The customer asked a product availability question, not a technical issue requiring diagnostic process.
T2 Not Met Appropriate tools / resources used conf 85%
Agent should have used internal resources or knowledge base to verify if any Linksys router (current or legacy, global) ever included a SIM card slot — especially after customer clarified interest in older or international models.
T3 Partially Met No misinformation conf 82%
Agent correctly states no current US models have SIM slots, but implies no such Linksys product has ever existed, which may be inaccurate — e.g., some international or enterprise models (like M100 5G) do support cellular, though not consumer-grade SIM routers.
Communication
C1 Met Clear & professional language conf 95%
Agent maintains control of the call, acknowledges the customer’s request, and provides a direct response without digressions.
C2 Met Confirmed understanding conf 96%
Agent uses polite, accessible language and adapts tone to the customer’s level of inquiry.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent handles the inquiry end-to-end without transferring or deflecting responsibility.
O2 Not Applicable Proactive follow-through conf 94%
No follow-up or next steps were required as the interaction concluded with the customer ending the call.
O3 Not Applicable Closure confirmation conf 95%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted, as the issue was a straightforward product inquiry.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expresses appreciation (“thank you for patiently waiting”) and maintains a respectful tone.
X2 Met Tone & rapport conf 95%
Agent matches the customer’s calm and polite tone, maintaining engagement until call end.
X3 Partially Met Overall experience conf 87%
Agent does not ask for unnecessary repetition, but fails to fully resolve the customer’s effort by not researching or confirming availability of historical/international models despite repeated emphasis.
Call Transcript7 turns · 8 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 one now. For out-of-warranty products,
00:00
Speaker 1
Good afternoon. Can you please tell me if you carry if Linksys makes a router with a SIM card slot. I'm looking for a router with a SIM card slot and I had a Linksys router from past that does not have a SIM card slot, but it performs well. It's a good router. So that's why want to consider Linksys again, but does Linksys produce any router that contains a SIM card slot? I haven't been able to find one on the internet, but can you please look it up and tell me if you do produce that? [silence] How do I?
01:00
Speaker 2
Kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys Technical Support. My name is Dylan, how can I help you today? I'm sorry, sir, but if you say... I mean, if you're asking for a router that has a SIM card slot on it, we no longer manufacture those devices. And unfortunately, [silence]
01:00
Speaker 1
Well, that's all right. I'd be willing to do that. I'd be willing to buy it from Amazon or Best Buy, but I just need to know the model number. You know, I need to know, I've called in the past for this sort of thing, and, and a salesman or tech support agent would give me a model number and look it up on Amazon. I, I need to know a model number, but if you have one, if there's something you produce, even if it was produced just a few years ago, could you please tell me the model number? Okay, sure, sure, thank you. Okay. You're welcome. Yeah, I wanted to know, even if you don't have one, the reason I asked is that even if you don't sell one directly, I just wondered if you had one that you produced a few years ago, even three to four years ago, and then I would buy it from an online retailer.
02:00
Speaker 2
Hello, sir. Thank you so much for patiently waiting on the line. All right. Yes, sir. So, unfortunately, sir, um, we don't have devices available um for models like, uh, have, a SIM slot in it. So, well, technically, it was not released in the US. So, apparently, uh, we don't have, uh, no, sir. Um, nonesr. I don't think it's available online cuz it's not, [silence]
05:00
Speaker 1
I see okay thank you very much have a good day bye
06:00
Speaker 2
it's not available in the US, so it was not released in the US, specifically. yes, sir, no problem, sir. Thank you so much for calling.
06:00