V2 Rubric Detail — 7eec8b7a-7a3f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 20:07
Duration
5m 18s
Contact
505-803-5848
Issue Type
Account/Billing
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall54.2% (+10.2)

V2 Grader Summary

The agent correctly identified the EA7300 using the serial number and accurately informed the customer it is obsolete and no longer supported. While no deep troubleshooting occurred, the technical claims regarding the device type and support status were correct. The interaction was minimally sufficient but lacked proactive guidance or empathy.

V1 Case Analysis

Customer (Kushi) called from a hotel to identify a Linksys EA7300 router (SN: 19T430M104206071) and determine if an account exists. Agent identified model but did not check account or warranty status, incorrectly stated device is unsupported, and provided no actionable path. Call ended without resolution.

Troubleshooting Steps
  • Requested serial number from the customer
  • Repeated back the serial number for verification
  • Identified the router model as EA7300
Key Observations
  • Agent failed to address the customer's explicit request to determine if an account exists for the device.
  • Agent incorrectly claimed the EA7300 is 'no longer supported' without checking warranty or support status.
  • Brand name was mispronounced as 'LynxSys' in the greeting and IVR, which may undermine credibility.
  • No guidance was provided on how to check for a Linksys cloud account or access legacy support.
  • Call ended without confirming whether the customer understood the next steps or had further questions.
Positive Highlights
  • Collected and accurately confirmed the serial number (19T430M104206071) from the customer.
  • Correctly identified the router model as EA7300 based on the serial number.
  • Provided a clear hardware recommendation for upgrading to Wi-Fi 6E/7 technology.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Did not provide any guidance on locating or accessing a Linksys cloud account despite the customer's request.
  • Asserted the device is obsolete and no longer supported without verifying warranty or support eligibility, which is not accurate per KB policy.
  • Used incorrect brand name 'LynxSys' in the greeting and IVR, which is a protocol and communication error.
  • Failed to offer any self-help path such as directing the customer to support.linksys.com or explaining how to check warranty status online.
  • Did not confirm whether the customer had administrative access to the device or needed help retrieving credentials.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent identified the EA7300 as obsolete and no longer supported, addressing the customer's request to identify the device and its support status, but did not resolve the underlying need to understand the device's role in the hotel network or explore account/contract status.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent verified the serial number and used it to identify the device model, which is a basic diagnostic step, but conducted no further troubleshooting such as checking firmware, ISP integration, or network role.
R3 Partially Met Correct resolution path conf 88%
Agent correctly identified the device as obsolete and advised accordingly, aligning with Linksys' end-of-support policy, but did not explore whether the device was ISP-provisioned or under extended support, which could have affected the resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for and verified the serial number, which led to identifying the device, but did not ask deeper diagnostic questions about ISP, network setup, symptoms, or usage scenario.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent used the serial number to look up the device in a database (implied by identifying EA7300), which is appropriate tool use, but did not use further tools like warranty lookup or cloud account check to confirm support status or account linkage.
T3 Met No misinformation conf 96%
Agent correctly identified the EA7300 as a standalone router that connects to a modem and accurately stated it is no longer supported. No technically inaccurate information was provided based on the provided KB.
Communication
C1 Partially Met Clear & professional language conf 89%
Call began with standard greeting and ended politely, but lacked clear framing of the process or expectations. Agent did not lose control but did not actively guide the interaction beyond basic Q&A.
C2 Partially Met Confirmed understanding conf 86%
Agent used plain language and avoided jargon, which was appropriate for the customer's level. However, no explicit comprehension checks or adaptation to the hotel/POS context were made.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent handled the call to conclusion without transferring, indicating ownership. However, the case was closed with a product recommendation rather than exhausting all support options or escalating.
O2 Partially Met Proactive follow-through conf 84%
Agent provided a clear next step (purchasing a new router) and mentioned where to buy it (Amazon/retail), though no timeline or follow-up was established.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation occurred and none was warranted — the issue (device identification and support status) was within L1 scope and resolved to the extent possible given product obsolescence.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred, and none was warranted given the nature of the inquiry and the product's end-of-support status.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite and professional throughout, ending with courteous remarks. However, no specific empathy was shown for the customer's situation (e.g., inheriting legacy equipment in a hotel).
X2 Partially Met Tone & rapport conf 85%
Agent matched the customer's pace and maintained a steady tone. While not highly adaptive, the interaction remained functional and the customer did not express confusion.
X3 Partially Met Overall experience conf 83%
Agent reduced effort by allowing the customer to read the serial number remotely and confirmed it, avoiding a site revisit. However, no further actions (e.g., offering self-help links) were taken to minimize future effort.
Call Transcript12 turns · 12 lines
Speaker 1
Hi, um, my name is Kushi, but I'm calling from a Hilton Garden in Albuquerque, New Mexico. Um, we recently purchased this hotel and there is a linksys device in the PBX room of the hotel. And I'm trying to identify what exactly it is doing and if we have some sort of account set up with you guys or if it's contracted at
00:00
Speaker 2
Welcome to LynxSys 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.lynxsys.com for more information about your product. Thank you for calling LynxSys. This is Alexa. How can I help? [silence]
00:00
Speaker 1
I do you need just a second, let me go to where the device is. Is there . . . is there a serial number on that lisus device? I'm just trying to identify exactly what it is. It's for the POS it's for the PLS. I'm going to get a picture. Oh, you said it's for the PLS. If it is, yeah. It's feeding the bar. I want to put it out there and need to find out if I can have my camera ready there.
01:00
Speaker 2
I see. Do you have serial number of the lenses that you have? Okay. Yes, at the bottom, box says... US... East... Poland, and also that box has that sticker that [REDACTED_CARD_NUMBER]. They're all lenses and two boxes. I'm just wondering whether the deposits are made.
01:00
Speaker 1
Comcast Media Communications. Welcome to Comcast Technical Support.[silence] As the platform evolves, so do the opportunities for new and innovative use cases.[silence] I just took a picture you mean just a second, let me read it back to you. Okay. So it looks like the serial number is 1-9-T as in Tango-30-M as in Mary-2-B as in boy-A as in Alpha-0-1-4-27 and there's no spot after one, and Comcast has Comcast as the last layer.[silence]
02:00
Speaker 2
the serial number at the bottom of the Linksys router. Okay. Thank you so much, ma'am. Let me just pull that one up here. And do you know by any chance who is the Internet service provider? Okay. Let me repeat back the serial number, ma'am, just to make sure that is 19T430M 104206071. Is that correct? 104206071. Okay. 104206071. Okay. Is that the serial number that you need from me, ma'am? Okay.
02:00
Speaker 1
Yeah, that's correct. Okay, so it's basically just extending the Wi-Fi connection. Is that correct?
03:00
Speaker 2
to Bravo Alpha 01427, right? Okay. So, this one here shows as the EA7300. So, this one is actually a standalone router. This one usually connects to a modem from Xfinity. So, it will provide a Wi-Fi connection, ma'am. [silence] Not exactly. If you have a Wi-Fi from Comcast, so basically you have, you are trying to create another network to have, to have a much more connection but if you are, but if you only have a modem, a plain modem from your internet service provider and
03:00
Speaker 1
thank you. Okay. Okay. I think I understand. Is that the one that's on your guys' website currently, the VailUp Pro 6 or the, what exactly would I be looking at?
04:00
Speaker 2
this router is used to provide a internet via wifi to connect to the internet. So that okay. And by the way, for this one ma'am, we actually no longer supporting the unit because the device is actually part of our obsolete devices. If you'd like to, um, if you'd like to have a much more faster internet connection, you may need to consider getting a new one. A at least wi-fi 6 E or wi-fi 7 technology. Yes, um, uh, uh, uh Velop 6 or uh Velop Pro 6E. That is the one that's currently available that we have. So you can get that one through.
04:00
Speaker 1
Okay, got it. Thank you for your help, I do appreciate that. You too. Thank you. Bye bye.
05:00
Speaker 2
Amazon or any retail stores. Alright. You're welcome. And thank you as well for taking the time to call. Nice to you. Take care, OK? Have a good day. Thank you. Bye bye.
05:00