V2 Rubric Detail — 787a67b0-7ba9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 15:18
Duration
5m 31s
Contact
Vanessa Frank
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00136536
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall14.9% (-41.1)

V2 Grader Summary

The agent correctly identified the device as end-of-life but failed to perform any diagnostic troubleshooting or provide actionable technical guidance. The interaction was further marred by the agent repeatedly misidentifying the customer and failing to adapt to the customer's frustration.

V1 Case Analysis

Customer (Frank) reported router not working. Model U5400, serial 30N10M2BD00F609. Agent declared device out of warranty without verification, sent generic setup article, and recommended upgrade. No troubleshooting performed. Customer name repeatedly misstated as 'Vanessa'.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly captured model number U5400 and serial number 30N10M2BD00F609 from customer.
  • Agent incorrectly declared device out of warranty without verification or lookup.
  • No troubleshooting steps were performed (e.g., power cycle, LED check, WAN status).
  • Agent repeatedly misidentified customer as 'Vanessa' despite correction at [01:00] and [02:00].
  • Agent offered only a generic self-help article and upgrade recommendation.
Positive Highlights
  • Successfully extracted and repeated back the serial number (30N10M2BD00F609) from customer's phonetic spelling at [03:00].
  • Provided a self-help path by offering to send a setup article.
  • Acknowledged limitations in support coverage and apologized.
Agent Errors / Gaps
  • Incorrectly stated warranty/support eligibility without verification.
  • Failed to perform any basic troubleshooting (e.g., power cycle, check modem, verify LEDs).
  • Repeatedly misaddressed the customer as 'Vanessa' despite correction.
  • Did not confirm specific symptoms (e.g., no internet, no Wi-Fi, device-specific issue).
  • Did not verify ISP or network topology (e.g., apartment complex gateway).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any meaningful troubleshooting; only offered a generic article and suggested replacement.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., power cycle, checking lights, WAN connection) were performed before concluding support was unavailable.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the EOL status but failed to provide best-effort troubleshooting (e.g., basic reset or setup steps) as required for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent skipped diagnostic questioning and did not identify root cause; jumped directly to EOL declaration without symptom verification.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (remote access, logs, WAN test) were used despite a diagnosable connectivity issue; customer was not guided through any evidence-based checks.
T3 Partially Met No misinformation conf 91%
Statement about EOL status is factually correct per KB, but agent failed to clarify model (confused U5400/E5400) and offered no actionable technical guidance.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent set an expectation about EOL status but lost control of the interaction; failed to guide next steps or manage customer frustration effectively.
C2 Not Met Confirmed understanding conf 95%
Agent repeatedly misidentified customer as 'Vanessa' despite correction, used rigid scripting, and failed to adapt to customer's escalating frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abdicated responsibility by immediately deferring to article and replacement, without attempting resolution or follow-through.
O2 Not Met Proactive follow-through conf 94%
No specific timeline or action was given for the promised article; no follow-up commitment was documented or confirmed.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this EOL device with a basic connectivity issue.
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 91%
Agent offered a brief apology but failed to acknowledge customer's repeated frustration or profanity; minimal empathy shown.
X2 Not Met Tone & rapport conf 94%
Agent continued scripted responses despite customer's anger and confusion; no adaptation to tone, pace, or emotional state.
X3 Not Met Overall experience conf 95%
Customer repeated information multiple times; agent failed to use available data (model, serial) efficiently and created unnecessary friction.
Call Transcript8 turns · 10 lines
Speaker 1
Hi, uh, I'm trying to figure out what's going wrong with my router. Yeah. Yeah. Yeah. Vanessa Frank.
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 RG, how could I help you today? So you doesn't have any internet connection? But is this your first time calling us for support? Are you calling from United States? May I know your first name and last name, ma'am? [silence]
00:00
Speaker 1
Yeah. No, it's Frank. Five Oh Five five six nine four four two three. C M Frank two six at gmail.com F-R-E-N-K Frank. V-M Frank two six at gmail.com. [silence] What the fuck? Why would I need that in my email? V like Vanessa M as in Marie F-R-A-N-K, like Frank, like my last name to six at gmail.com. What? I only have one. I sent one. The number that I can find on it, on the tag, shows 352-554-2200-14 R R like Roger. [silence] Uh the one that I found was [silence].
01:00
Speaker 2
Michael Frank at gmail.com. And how many Linksys routers do you have? How many Linksys routers? One. We can also provide the serial number. Is this the serial number labelled at the bottom of the router? Serial number or S- N?
02:00
Speaker 1
3 0 N as in Nancy 1 0 M as in Mary 2 B as in boy D as in dog 0 0 f-6 0 9. I don't know what you said. Sure.
03:00
Speaker 2
Okay, so it's three zero N for November, one zero M for Michael, two B for boy, D for Delta, 005609.
03:00
Speaker 1
U5400. U5400. If I can look for it, okay. I'm not really sure. I think it's, um, it's some kind of network from my apartment building. I just got this a year ago.
04:00
Speaker 2
Tently provide a model number. E5400. And who is your Internet service provider? Vanessa? Spectrum. Okay, so it's apartment complex. So I totally understand that. But before we proceed, I would like to set an expectation that this product from Linksys is no longer received software or security updates and is no longer eligible for technical or warranty support, Vanessa, and I really apologize for that. And I highly recommend that it's time for you to do an upgrade or purchase a new one. [silence] Yeah, but it's still working in your end. Let me just send you an article as your guide to set up your Linksys router again. Okay? Yeah, because as what I mentioned earlier, uh, Vanessa, as much as I really want to.
04:00