V2 Rubric Detail — 837d641c-667a-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-12 16:19
Duration
8m 35s
Contact
Michael Boone
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133258
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Intermittent internet connection
⚠ 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.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.86/5
Overall31.4% (-26.6)

V2 Grader Summary

The agent failed to resolve or meaningfully troubleshoot the intermittent connection issue, relying on inaccurate claims about device lifespan rather than diagnostics. While polite and aware of warranty status, the agent outsourced support to an email guide without using tools or adapting communication, resulting in no progress and increased customer effort.

V1 Case Analysis

Customer reports intermittent internet drops on WRT-32ACM. Agent confirmed out-of-warranty status, offered paid support, and will email a self-help guide (UI access, channel check). No diagnostics performed.

Troubleshooting Steps
  • Collected customer contact information and confirmed device model (WRT-32ACM).
  • Informed customer of out-of-warranty status and legacy firmware limitations.
  • Offered paid support and committed to sending a self-help guide via email.
Key Observations
  • No diagnostic steps (e.g., power-cycle, WAN check, firmware verification) were performed despite a clear intermittent connectivity issue [04:00–07:00].
  • Serial number was not collected, which is a standard protocol step for warranty and case documentation [03:00–05:00].
  • Agent correctly identified the model and firmware limitations, and offered both paid and self-help paths [04:00–06:00].
  • Communication was functional but lacked empathy; tone was monotone and repetitive [05:00–07:00].
Positive Highlights
  • Correctly identified the exact router model (WRT-32ACM) and its legacy status [04:00].
  • Accurately explained the out-of-warranty condition and lack of firmware updates, setting proper expectations [04:00–05:00].
  • Offered a paid support option and a self-help solution via email, providing a valid closure path for an out-of-warranty customer [06:00–07:00].
  • Technical advice was consistent with the KB: router access via 192.168.1.1, default password 'admin', and no incorrect reset procedures or product recommendations [04:00–08:00].
Agent Errors / Gaps
  • Failed to perform any real troubleshooting (no power-cycle, WAN status check, or firmware verification) despite the issue being within basic triage scope [04:00–07:00].
  • Did not collect the router’s serial number, a required field for warranty and case validation [03:00–05:00].
  • Did not verify current firmware version or suggest manual update if possible, even though the KB allows manual updates for legacy WRT models [04:00–05:00].
  • Provided only a promise to email a guide without confirming immediate actions or validating router state [07:00–08:00].
  • Did not confirm whether the customer could access the router UI or knew the admin password, creating a potential blocker for self-help [07:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
No resolution was achieved; agent only offered to email a guide without confirming any fix or outcome.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped diagnostic steps like modem test, speed test, or checking WAN status; relied solely on device age to explain issue.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified OOW status and offered paid support, but failed to provide best-effort troubleshooting steps expected for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked about ISP and acknowledged intermittent drops, but did not investigate root cause (e.g., logs, modem sync, channel interference).
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote access, admin interface check, speed test); customer was deferred to a future email instead of real-time diagnostics.
T3 Not Met No misinformation conf 95%
Agent claimed old firmware prevents stable connection and said device 'life is very short' — unsupported by KB; WRT32X is supported with latest firmware as of 2023.
Communication
C1 Partially Met Clear & professional language conf 85%
Call progressed but lacked structure; agent repeated 'okay' frequently and did not set clear expectations or agenda.
C2 Partially Met Confirmed understanding conf 85%
Agent used formal tone but misgendered customer ('ma'am') and did not adapt language to customer's conversational style.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call and offered assistance, but outsourced troubleshooting to an email rather than taking direct ownership.
O2 Partially Met Proactive follow-through conf 85%
Agent promised to send a guide 'right after this call' but gave no specific timeline or confirmation of follow-up action.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this OOW intermittent connectivity issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent apologized for inconvenience and maintained polite, professional demeanor throughout the call.
X2 Partially Met Tone & rapport conf 80%
Agent remained courteous but failed to match customer's gender or adjust communication style effectively.
X3 Not Met Overall experience conf 95%
Customer had to wait for an emailed guide instead of receiving immediate help, increasing effort unnecessarily.
Call Transcript13 turns · 14 lines
Speaker 2
[silence] 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 may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty product, please have your device's serial number and contact information ready. If unreachable, please call back later. For out of warranty products,
00:00
Speaker 1
Yes, ma'am. I've been experiencing some intermittent internet drops and my ISP internet service provider um says it's not them, so I'm just trying to determine if it's my router and whether or not I need to get another one. Say that again, please. It's a couple of times a day now or, you know, periodically throughout the day for the past um few days. [silence] Spectrum?
01:00
Speaker 2
Paid support option may be available depending on the issue. I thank you for calling in since this is Gia can help you today. I see. Oh, is this happening often times? Sure. Yes. How often does it happen? Sure. This intermittent connection that you experience? Mhm. I see. And your internet provider, who's your internet provider sir? Uh, spectrum. Okay, so when you
01:00
Speaker 1
is 803-603-9444. Yes, my first name is Michael, M-I-C-H-A-E-L. My last name is Boone, B-O-O-N-E. It's it's mboone.scc.com. South Carolina. Thank you. [ silence ]
03:00
Speaker 2
okay. okay seems that this is the first time you call us today. I might also have your first and last name please. okay and how about your email I just sure okay. got it. and you're calling from which states Truth? Carolina. okay. Okay. So yeah, based on what I have here, sir, you have a WRT-32ACM. Sir, this device, sir, it shows here that this is already part of our legacy devices, which means, sir, that its firmware that is currently using, sir, is the last firmware that was installed to it. So if there's any issues, sorry, if there's any upgrades from your provider or from the modem, this router will not be able to connect or have a stable connection since the firmware is already very old. Anyway, sir, yes, actually, sir, the life of this device is very short.
03:00
Speaker 1
[silence] Okay, so, so you're saying and, okay, so you're saying that so in so many words, your device is very, very old, and you've probably been very fortunate to get this much life out of it and look at replacing it. You were saying that in so many words? [silence] Yeah, yeah, March. I bought it March of 2020 and I've been using it all of that time for the past over six years. Yes, that's correct.
05:00
Speaker 2
actually, last firmware update i ran since july 2021, which means under Wi-Fi 5. sir, yes sir. actually, um, actually, sir, you can still try to troubleshoot this router. This is still not under uh part of our End of Support device. But this is already an out of warranty device. You've been using this since 2020, right? mm. I see. anyway, sir, this is still not part of our end of support. device.
05:00
Speaker 1
okay. That would be fine. Okay. Thank you.
06:00
Speaker 2
Sir, but since this is already out of warranty device, sir, we no longer provide free assistance, but we do have a paid service. That's $15 for an hour of troubleshooting, but then, sir, let me set your expectation that it's not a guarantee that it will work, since its firmware is already an old version. Other ways, sir, you can try to do the troubleshooting on your own. And I will provide you the step-by-step guide. I'll be sending it to your email. Before, yes, sir, before you decide, sir, if you still want to continue using this device or have a new one instead, how about try to troubleshoot this one first? Which one would you prefer, sir?
06:00
Speaker 1
I'll try to troubleshoot it a little bit. Yeah, that's that's not a problem for me. Okay, that'd be fine. Thank you, ma'am. Yes, from Best Buy in March of 2020. Yes.
07:00
Speaker 2
Okay. Okay, yes, sir. I'll send the guide through an how you can reconfigure this node and get through the user interface of it, so that you can check on some other settings, especially, um, channels, because that will help. And if, in the case, you will still have the same problem, then it's up to you to decide if you wanted to have it, uh, have a new one. Anyway, sir, we already have Wi-Fi 6 and Wi-Fi 7 routers right now that you might consider, uh, checking. Not just this one, but there are a lot of brands that offers Wi-Fi 6 and Wi-Fi 7, so, up to you. Anyway, I'll send the guide, sir, uh, through your email. Okay. You're welcome, sir. You bought it March, right? March of 2020. Okay, sir. So, right after this call, I'll send you the [silence] Okay. Okay. Okay. Okay, thank you, sir. Okay. Thank you, sir. Okay. Bye. Bye. Thank you, sir. Explore your device.
07:00
Speaker 1
Okay, thank you. Oh, no problem. All right, thank you. Bye bye.
08:00
Speaker 2
guide and you can just follow the step-by-step guide for the setup and other troubleshooting then try to check if you're getting a good internet connection already. Okay. You're welcome ma'am. I do apologize for the inconvenience. Have a good one. Please stay safe. Thank you. You're welcome. Hope. Bye-bye. [silence]
08:00