V2 Rubric Detail — 820975c8-646b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 01:27
Duration
5m 29s
Contact
Perry Noel
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#GI00132885
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to upgrade modem.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.9% (+33.9)

V2 Grader Summary

The agent accurately conveyed that Linksys no longer sells modems and advised the customer to consult Cox for compatible models, fulfilling basic informational needs. However, no troubleshooting was done for the reported connectivity drops, and the customer was left without actionable steps for router replacement. While technically accurate and within scope, the response lacked empathy and full resolution, resulting in a partial resolution outcome.

V1 Case Analysis

Customer requested replacement for old Linksys combo unit (2019) with frequent drops. Agent could not identify model, incorrectly stated Linksys stopped making routers 10 years ago, and failed to offer any valid next steps. No case created. Customer expressed frustration and intent to call back.

Troubleshooting Steps
  • Asked for model number (not provided) [01:00]
  • Attempted name-based lookup in system (no record found) [02:00]
  • Provided incorrect product line information [02:00]
Key Observations
  • Agent made a materially false claim that Linksys stopped manufacturing routers 10 years ago [02:00], which contradicts public product history and KB.
  • Failed to collect model/serial despite repeated relevance to warranty and support eligibility.
  • No case was created despite clear support request and customer frustration.
  • Agent did not offer any self-help path (KB, email, chatbot) after paid support was implicitly declined.
  • Call ended without any operational closure, leading to customer abandonment.
Positive Highlights
  • Attempted to look up customer by name in system [02:00].
  • Provided general estimate of router lifespan (~5 years) [05:00], which is factually reasonable.
Agent Errors / Gaps
  • Missing model/serial number collection despite relevance to warranty and product identification.
  • Gave factually incorrect information: claimed Linksys stopped making routers 10 years ago [02:00].
  • Incorrectly stated Linksys does not sell modem products — Linksys sells gateway devices and has partnerships for modem compatibility.
  • Failed to create a HappyFox case despite clear support request.
  • Provided no actionable next steps or self-help resources after customer declined path.
  • Did not acknowledge or de-escalate customer frustration [04:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent correctly informed customer that Linksys no longer sells modems and advised contacting Cox for compatible third-party models, but did not troubleshoot the actual issue (dropping connections) or offer a concrete path forward for router replacement.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed for the reported symptom (router dropping connections); agent only asked for model number and gave a generic response without diagnostic sequence.
R3 Met Correct resolution path conf 90%
Agent correctly identified that Linksys does not manufacture modems and appropriately directed the customer to Cox for modem recommendations, while acknowledging Linksys routers are still supported.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify or isolate the actual symptom (dropping connections on an old router); no targeted questions were asked to determine root cause (e.g., interference, firmware, congestion).
T2 Met Appropriate tools / resources used conf 85%
Agent performed an internal lookup to verify product status and confirmed no record under customer’s name, which was appropriate given the request for legacy product support.
T3 Met No misinformation conf 95%
Agent accurately stated that Linksys no longer manufactures modems and that routers typically last around 5 years under normal use — both factually correct per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but failed to set clear expectations, had multiple unexplained silences, and did not structure the interaction around the customer’s actual needs.
C2 Met Confirmed understanding conf 85%
Agent used plain language without technical jargon, matching the customer’s level of understanding and conversational style.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the call from start to finish, did not transfer, and attempted to provide guidance within their scope despite the limitations of the request.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested contacting Cox but provided no specific next steps, timeline, or follow-up plan; customer was left to self-resolve.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available, and no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — the issue was within agent scope (informational request about product availability).
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 85%
Agent remained professional but did not acknowledge the customer’s frustration or express empathy; however, they stayed composed despite the customer’s irritation.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a neutral tone and did not escalate emotionally, but also did not adapt pace or style to de-escalate the customer’s growing frustration.
X3 Partially Met Overall experience conf 75%
Agent avoided unnecessary repetition but asked for name/record lookup after already establishing the core issue, adding minor effort without clear benefit.
Call Transcript10 turns · 10 lines
Speaker 1
Welcome to. Yes. Hi. I have a currently a links. Wow. Is it modem? I think the router and the modem.
00:00
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, paid support, please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. I thank you for call CIS. My name is Raquel, how may I assist you today? How may I assist you today?
00:00
Speaker 1
Um, I think I have your, I think I have your modem, but it's really old, and I need to get a new one. And Cox, they could give me a free one, but I, it would change my plan, and I have a fixed in really low rate. So, I think that's why last time I bought a Linksys from you. But my Linksys is 20, it's 2019, I think. It's pretty old, and it's like, keeps dropping stuff. Anyway, I'm pretty sure I probably just need a new one. I wanted to look into that. I mean, I, I mean, why does that matter? 'Cause I just wanna get a new one. [silence]
01:00
Speaker 2
Okay. Okay, okay, okay, okay, okay, all right. Thank you for the information. May I have the model number of your modem so that I can double check it here, the current one that you have? [silence] Okay, here's the thing. Upon double checking it here, [silence] this is no longer manufactured modem router devices exclusively manufactured exclusively by Technicolor products.
01:00
Speaker 1
[KEEP_UNCERTAIN] Oh, like... So now they're... So, now it's like a newer, more upgraded type of deal. Is that what you're saying? Oh, you don't do modems anymore. Okay. Can you look it up by my, by my name? Carrie, C-A-R-R-I-E, Noel, N-O-E-L. [silence]
02:00
Speaker 2
We have like Wi-Fi routers but they stopped manufacturing like 10 years ago. We can no longer provide like recommend. Yes, but we no longer manufacture, this no longer manufacture newer model for modem. We only have routers, Wi-Fi routers. Yes. [silence] May have your first name and last name. Okay. Let me check it here. [silence] All right. Upon double checking the there's no record with under your name, but um to set your expectation.
02:00
Speaker 1
router, A-A-R-R-I-S and that's not you, right? Okay. Yes, I understand. Yes. Who could I check with? You know what, I didn't. The lady was a fucking idiot. She didn't really have any recommendations. I'll call back. Maybe I'll get somebody different.
04:00
Speaker 2
that was correct how about a device connected to the airest we'll add amr you have another device that's connected wired to it i see unfortunately we no longer sell modem products so i'm unable to provide uh recommend a model number for an upgrade you may check with you can ask um cox to check what are the third-party model number that they can recommend that works with their internet
04:00
Speaker 1
All right, cool. And how long do the routers usually last? I wonder how old my router is. Can you? Oh, actually you're not. All right. Good. Never mind.
05:00
Speaker 2
Ok it depends on the usage, normally it lasts 5 years for normal usage You can also call Um I unfortunately don't have the record here but you can contact
05:00