V2 Rubric Detail — 8211919e-7ede-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 17:15
Duration
7m 30s
Contact
918-645-4752
Issue Type
Feature Question
V2 Outcome
Unresolved
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 (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-29.8)

V2 Grader Summary

The agent identified the E4200 as end‑of‑life but provided no actionable solution, performed no troubleshooting, gave inaccurate product information, and failed to set clear next steps or demonstrate empathy. Consequently the issue remained unresolved.

V1 Case Analysis

Customer with E4200 (EOL) asked about boosting Wi-Fi; agent confirmed EOL status but incorrectly stated Linksys no longer offers extenders and used confusing terminology ('parrot', 'slave'). No valid next steps provided.

Troubleshooting Steps
  • Confirmed router model (E4200).
  • Informed customer the router is end-of-life and not supported for troubleshooting.
Key Observations
  • Agent incorrectly claimed Linksys no longer offers Wi-Fi extenders ([06:00]) - this directly contradicts adjacent_smart_home_iot.md and universal_common_wifi_questions.md which reference current Linksys extenders (RE6300, RE6800, RE7000).
  • Used the term 'parrot' ([07:00]) instead of 'parent node' - no KB documentation supports this terminology.
  • Used the term 'slave' ([04:00], [07:00]) for child nodes - this is outdated and inappropriate; KB consistently uses 'child node' (see universal_mesh_node_management.md).
  • No serial number, warranty verification, or case number was collected despite discussing EOL status.
  • No KB article, product link, or self-help resource was provided to assist the customer.
  • Agent's coverage explanation (3000 sq ft per node) is technically correct per mesh product specifications but was not actionable for this customer.
Positive Highlights
  • Agent correctly identified the E4200 as end-of-life and no longer supported for troubleshooting, aligning with universal_eol_firmware.md.
  • Attempted to engage by asking about coverage needs and internet provider.
Agent Errors / Gaps
  • Falsely claimed Linksys no longer offers Wi-Fi extenders - directly contradicts KB documentation.
  • Used incorrect and inappropriate terminology: 'parrot' and 'slave' instead of 'parent' and 'child'.
  • Failed to provide any specific next steps, product recommendations, or self-help resources despite customer needing guidance.
  • Did not collect serial number or case number despite discussing warranty/support eligibility for an EOL product.
  • Gave contradictory advice - first said extenders are unavailable, then suggested using one from another brand without providing any guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never provided a solution; simply said the router is end‑of‑life and suggested buying new mesh devices.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic steps were taken beyond asking for model number; no troubleshooting of the existing router was performed.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the E4200 as an end‑of‑life product and recommended a mesh system, but did not explore using the old router as an AP or other work‑arounds.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify the root cause or specific needs; asked for ISP but did not diagnose signal issues, topology, or clarify the customer's goal for 'boosting' the signal.
T2 Not Met Appropriate tools / resources used conf 96%
Agent failed to use the KB; incorrectly claimed Linksys no longer has extenders, which is contradicted by the 'universal_eol_firmware.md' and 'universal_mesh_node_management.md' which list multiple RE series extenders and current replacements.
T3 Not Met No misinformation conf 97%
Agent made a factually incorrect claim: 'unfortunately, we no longer have an extender, sir.' The KB lists numerous Range Extenders (RE series) and current replacements. Additionally, used non-standard/confusing terminology ('parrot' and 'slave node').
Communication
C1 Not Met Clear & professional language conf 93%
Interaction lacked clear framing, expectations, or structured flow; long silences and abrupt topic changes.
C2 Not Met Confirmed understanding conf 92%
Agent used generic language, did not confirm the customer’s understanding, and provided misleading product information.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership of the problem; simply redirected the customer to purchase new hardware without follow‑up.
O2 Not Met Proactive follow-through conf 93%
No concrete next steps or timeline were given; the recommendation to buy a mesh system was vague.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered a brief apology but showed little empathy; did not acknowledge the customer's frustration or repeat‑contact fatigue.
X2 Not Met Tone & rapport conf 92%
Tone remained flat and scripted; did not adapt to the customer's confusion or pace.
X3 Not Met Overall experience conf 93%
Call Transcript10 turns · 12 lines
Speaker 1
Um, yeah, I was wanting to see if I could get some help hooking my old links us up to boost my Wi-Fi signal. This one is an O1C 1O C 151 450
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 G. How can I help you today? Mm. I see. May I have the serial number of that Linksys router please?
00:00
Speaker 1
I believe this is a WNCS E4200. Okay, so are there new products out there to boost the Wi-Fi signal? [silence]
02:00
Speaker 2
Uh, four, five, six, seven, three. May I have the model number, sir? E 4200. I see. Okay, sure. Unfortunately we no longer support this type of router, since this is already part of our end of life and end of support devices. I apologize sir but we uh I am already not trained for this unit. mm-hmm. what is your main uh device sir? who is your internet provider? [silence] okay Z-Y X-U. [silence]
02:00
Speaker 1
All right. I think I think [silence] I think.
04:00
Speaker 2
I believe this is a combination of a modem and router. So, for booster, we actually do have mesh devices right now that can boost your Wi-Fi. What will happen if you will use this router, this device, is you will have to create another network for this. Since this is, uh, this works as a master, one will serve as the parent and one will serve as the child or a slave node. Okay. So, for your devices, uh, the coverage for those are, uh, it's three thousand square feet per device. So, it can cover up to three thousand square feet for one device or for one node Okay, But what's the coverage that you need again, sir? If You have, uh, how many stores on the
04:00
Speaker 1
Just one. Yeah, and I have a shop not far away. I just want to boost the signal that I've got. Okay. Okay.
06:00
Speaker 2
your home, sir? Yes, sir. Two stories? Yes sir. Sorry. But it's quite big. So you want to have another Wi-Fi or another device that can boost the Wi-Fi on that part of the house? I see. Unfortunately, we no longer have an extender, sir. Yeah. That will actually work. Yeah. I'm sorry. Yeah. I believe what you need is an extender. But I will also recommend, sir, a node or a mesh network. But then again, that mesh networks, sir, what we need to do with that is get two
06:00
Speaker 1
Right. Okay. Okay. Okay. That's what I'll do then. Well thank you very much. Have a good day.
07:00
Speaker 2
One will serve as parrot, one will serve as slave. If you really want to have, like, just an extended network, there are other brands, you can try to look for an extender, Wi-Fi extender. Yes, yes, sir. You're welcome, sir. Have a good day, sheriff. Stay safe.
07:00