V2 Rubric Detail — 7ab70864-6694-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-12 19:25
Duration
12m 5s
Contact
Rubab Raziq
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00133291
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7500 No Internet
⚠ 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: F — Non-Adherence to Callback Hours: Agent ended call with 'Mr. Ruobin, but you forgot to hang up the call' — implying agent left customer on hold or abandoned session improperly.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provided potentially false technical information, and dismissed the customer due to end-of-life status without attempting best-effort support. Communication was disorganized, empathy lacking, and customer effort was increased through repetition. The call ended with an apparent abandonment, triggering an auto-zero under compliance rules.

V1 Case Analysis

Customer reports Wi-Fi not working on E7500V2 router in a multi-unit building. Agent incorrectly stated support ended and provided no troubleshooting. Customer advised to purchase a new router without validation.

Troubleshooting Steps
  • Asked about LED colors
  • Asked for Wi-Fi SSID
  • Attempted to capture model/serial (unsuccessful initially, later confirmed)
Key Observations
  • Agent provided materially false information: claimed technical support for the E7500V2 ended on August 9, 2025, and manufacturing ended on August 10, 2020. This is contradicted by the KB and customer's 2022 installation, indicating ongoing support eligibility.
  • No basic troubleshooting (power-cycle, reset, WAN verification) was performed despite abnormal LED behavior (blinking yellow).
  • Agent failed to explore building-wide equipment ownership or escalation path properly, despite the customer being in a managed environment with other tenants reportedly resolved.
  • Agent directed the customer to retail purchase without ruling out configuration, ISP, or environmental issues.
  • Model and serial were confirmed later in the call, but no warranty lookup or support eligibility validation was attempted.
Positive Highlights
  • Agent attempted to collect model and serial number, eventually confirming E7500V2.
  • Agent acknowledged the building context and suggested contacting the landlord, aligning with multi-tenant support pathing.
  • Agent remained polite and used the customer's name throughout the call.
Agent Errors / Gaps
  • Provided factually incorrect information about end-of-life support and manufacturing dates, directly contradicting the KB and customer's installation timeline.
  • Failed to perform any standard troubleshooting (power-cycle, reset, WAN check) despite abnormal LED behavior.
  • Misrepresented support eligibility without verification, effectively denying support based on incorrect claims.
  • Did not explore building-wide support structure or escalate to property management with actionable steps.
  • Directed customer to buy a new router without ruling out configuration, ISP, or environmental issues.
  • Failed to confirm warranty status or support eligibility despite having the correct model and serial number.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared the router out of support and advised customer to buy a new one without resolving the issue or offering any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed; agent skipped basic checks like power cycle, LED status interpretation, or WAN/Internet connectivity test.
R3 Not Met Correct resolution path conf 96%
For an out-of-warranty device, agent failed to provide best-effort troubleshooting (e.g., factory reset, firmware check, physical inspection) before dismissing support.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms systematically, ask diagnostic questions beyond model/serial, or determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No use of tools such as remote access, admin UI, or logs — even though router was non-responsive and customer needed diagnosis.
T3 Not Met No misinformation conf 97%
Agent claimed support ended August 9, 2025 — a future date — suggesting inaccurate or fabricated information.
Communication
C1 Not Met Clear & professional language conf 93%
Agent failed to frame the interaction, set expectations, or maintain control; conversation was disjointed and reactive.
C2 Not Met Confirmed understanding conf 95%
Repeated mispronunciations of customer's name without correction, no adaptation to customer’s confusion or level of understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abandoned ownership by directing customer to purchase new hardware instead of attempting resolution or follow-up.
O2 Not Met Proactive follow-through conf 94%
No clear next steps provided; vague suggestion to 'check Amazon or Best Buy' with no timeline or support path.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted based on the transcript.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Minimal empathy expressed; apology was generic and not tied to customer’s frustration or situation.
X2 Not Met Tone & rapport conf 93%
Agent continued with scripted responses despite customer confusion and emotional distress (e.g., multiple 'Wow' expressions).
X3 Not Met Overall experience conf 95%
Customer had to repeat model and serial multiple times; agent failed to capture or confirm information efficiently.
Call Transcript20 turns · 23 lines
Speaker 1
[silence] Hi, my name is Rubab. I'm calling from 5100 North Marine Drive, Chicago, Illinois.
00:00
Speaker 2
Hi, thank you for calling Linksys technical support. My name is Ellie. How can I help you?
00:00
Speaker 1
zip code [REDACTED_PAYMENT_DIGITS] My internet uh Wi-Fi was not working for the last two days. Um and I called the Zento the our provider for Wi-Fi and they said that they have done the troubleshooting but it seems like the router is not working. So now they told me to give you guys a call and see what my router has some issues or if you can reset it. [ ]) Okay. So model number is E as in Allison. [ ])
01:00
Speaker 2
Okay, and how can I help you, Mr. of lo? [silence] Okay, um, I can definitely, um, see if what is really happening. [silence] Um, by the way, ma'am, but before we proceed on um some other troubleshooting, can you give me the model number and uh serial number of your Linksys router?
01:00
Speaker 1
Apple. 7-5-0-0-V as a van 2. So it's 1, 8, L as a lion, 2, 1 as a san Francisco, o as an Ollie, B as a boy. 8 0 2 7 2-5. Uh huh. No, as a san Francisco. Oh, and they said it's 2. [silence]
02:00
Speaker 2
00:00.991 okay. 00:03.311 and can you also give me the serial number? [silence] 00:13.561 oh, let me just verify it, ma'am, if I got it correctly. That is one eight L 00:20.301 for Lima, 00:21.361 2 1 F 00:22.991 for Frank. 00:27.461 Oh, San Francisco. Okay. 00:29.351 and then [silence].
02:00
Speaker 1
I never heard that before. Yes, I never had a you before. Yes, R U B a B Ruba. His last name is Radick R A Z I Q. R A a as an apple Z as a zebra. [silence]
03:00
Speaker 2
Oh. Thank you so much. Okay. And by the way, Num, is this like your first time calling Linksys? Oh, okay. Um, Num, let me just go ahead and create a record for this conversation of ours. Can I please have um your first name, again, is Suruba? Is that RUBA? Okay. Oh, Rohab. Okay. And can I have your last name Miss Rohab? Okay, R E Z I Q. Okay. A ah yes, in India and then Q as in queen.
04:00
Speaker 1
Correct. Uh, it's my first name, my last name at yahoo.com. [silence] Okay. [silence] Was that
05:00
Speaker 2
Okay, can I also please have your email address? Thank you so much. Okay. Alright, let me just Finish this record that I'm creating, okay? Uh by the way, Mr. Arub, uh can you see any LED light color coming from the router?
05:00
Speaker 1
led light colors there are two colors coming up yellow that is blinking one on internet and one on ethernet and then there are two green stable like a neon green two lights that is stable both on internet and ethernet No I cannot that's the problem cuz yeah when when I called the service uh this Zendo they asked me to reset my uh router and uh my name disappeared and I don't remember my name also now I just remember it was something G uh 11 something like that was there
06:00
Speaker 2
Yes. machine, what if it's mild? mild. huh. oh. okay. but can you also see like you know, uh, the Wi-Fi name? can you connect on the Wi Fi name? oh. huh. oh. oh,
06:00
Speaker 1
It is 50 ELEPHANT. [silence] Mm-hmm. Uh-huh. Mmm. Uh-huh. Uh-huh. Uh-huh. Well... So you said that you stop manufacturing in 2020 and they installed in our building in 2022.
07:00
Speaker 2
actually ended or we no longer manufacturing the same product since August 10 of 2020. And about the technical support that you can get on this router has actually also ended last August 9 of 2025. So yeah so we no longer support this router Mister Ruby. So you may want to consider getting a new router instead. Because for this one though I understand that you need an assistance for this but since as per checking here we cannot provide any support anymore on the router that you have. I'm so sorry. Yes. Oh uh [silence] yeah cuz that's actually what I how
08:00
Speaker 1
Wow. Wow. Wow. Wow. Wow. So why this building has got that? So this is not my personal router. I live in a association building and all our building has the same router. Okay. So you're you can Yes. So this is an apartment association building and these routers were installed in 2022 or the start of 2023. So this is a building issue that they have to figure out. How because this is not only me, then it means that same router is in round about what you
09:00
Speaker 2
What I am seeing here in our record, miss, this out has been already um no longer manufacture or the end of life is actually a tag here. End of life August 10th of 2020. End of support August 9th of 2025. Okay, so are you living in an in an apartment? Oh, okay. Yeah.
09:00
Speaker 1
you would say, 100 apartments or maybe 200 apartments. [silence] No, they told already they already got resolved. Everyone got resolved. This is the only me that is having this issue now. because they I went to the building there and there were people and they said that they called the mail support center and they all have been now fixed. I am the only one. So now, yeah. Let me go down to my ass office. No, no, no [silence] no landlord. Yes. Yeah.
10:00
Speaker 2
yes, so, yeah so if those other ten and will experienced like you know or needed or may need an assistance in the future and if they are going to calling us technical support, we really can't [silence] help them unless the landlord will give us an authorization. [silence] so, we may need to, yes. You may need to talk to the landlord or the owner of that building. [silence] Yeah, maybe the owner of the building. [silence] Yeah. You may want to talk to them regarding the situation so that they can provide a letter stating that they will give us an access in interacting with other ten and there in the area, okay?
10:00
Speaker 1
Okay, so if I want a newer router, how much this router is going to cost me? Okay, all right. Okay. All right. Okay. Let me go and check with my building. Thank you. I appreciate your help. Okay, bye. Thank you. Bye-bye.
11:00
Speaker 2
I'm so sorry. Here are options, okay? I've assisted. You can check the prices of the router. Um, you can buy it from Amazon or Ebay. Or best buy, you can check it there alright. Okay. Thank you so much for helping. Have a good one, okay. Bye. Aww. And them, so I have to go right now. Okay. And I'm so. sorry, Mr. Ruobin, but you forgot to hang up the call.
11:00