V2 Rubric Detail — 83fbd908-7f8b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 13:54
Duration
6m 11s
Contact
714-464-9275
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00137061
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution1.25/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall52.0% (-12.0)

V2 Grader Summary

The agent correctly identified the A03 as end-of-life and followed policy by recommending an upgrade (R3, T3 Met). However, the agent failed to perform any diagnostic questioning or troubleshooting (T1 Not Met), resulting in an unresolved outcome. No KB contradictions were found regarding the product's EOL status.

V1 Case Analysis

Customer unable to access Linksys app for A-03V2 mesh nodes; product is end-of-life and not supported. Agent will email KB article with guidance.

Troubleshooting Steps
  • Collected customer name and contact information
  • Confirmed product model (A-03V2) and end-of-life status
  • Explained lack of warranty/support eligibility
Key Observations
  • Agent accurately identified the A-03V2 as end-of-life and correctly stated it no longer receives software updates or support (ACCURACY 5).
  • No technical troubleshooting was attempted for the app access issue, despite the KB supporting self-help steps (e.g., reinstall app, check login, verify connectivity, or access local router interface via http://192.168.1.1).
  • Serial number was not captured despite customer providing alphanumeric input ([03:00]), which likely included it.
  • Customer email was captured phonetically but not confirmed or repeated by the agent, risking failed follow-up.
  • Call lacked structure and efficiency, with long silences and disjointed data collection.
Positive Highlights
  • Correctly identified the A-03V2 as end-of-life and accurately explained its lack of support eligibility.
  • Offered a valid self-help path by promising to email a support article.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Did not capture or verify the serial number despite customer providing alphanumeric data ([03:00]).
  • Did not confirm customer email address before promising to send an article ([02:00]).
  • Did not attempt any app-related troubleshooting (e.g., verify device connectivity, check app login, suggest reinstall, or access local router interface).
  • Failed to maintain call control, leading to inefficiency and incomplete data capture.
  • Did not confirm the exact model number despite customer uncertainty ([04:00]).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent informed customer the A03 is end-of-life and recommended upgrade, but provided no resolution, workaround, or self-help steps beyond a promised email article; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were attempted; agent did not ask about symptoms, connectivity, or configuration issues before declaring product EOL.
R3 Met Correct resolution path conf 92%
Agent correctly identified A03 as end-of-support and advised upgrade, which aligns with policy for discontinued products with no technical support available.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not identify a specific symptom, ask diagnostic questions, or follow a logical sequence to determine root cause; jumped directly to EOL status.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools (e.g., remote access, logs, diagnostics) were applicable or required given the product is end-of-support and no troubleshooting was attempted.
T3 Met No misinformation conf 95%
Statement that A03 is no longer manufactured, receives no updates, and is ineligible for warranty/support is factually accurate per end-of-life policy.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent introduced themselves and set basic expectations about EOL status, but call included long silences, unclear prompts, and poor control during information gathering.
C2 Partially Met Confirmed understanding conf 86%
Agent used simple language and apologized, but failed to confirm understanding or adapt explanations to customer’s apparent confusion about device models.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent remained on the call, did not transfer, and took responsibility for delivering the EOL message and promising follow-up.
O2 Partially Met Proactive follow-through conf 87%
Agent committed to sending an article via email but did not specify when or confirm receipt, leaving follow-up incomplete.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or available; confirmed first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 91%
No escalation was warranted because the product is end-of-support; agent correctly determined this was a self-help scenario.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred and none was warranted, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered polite closing and apology, but showed minimal empathy for customer’s situation or frustration; interaction felt transactional.
X2 Partially Met Tone & rapport conf 83%
Agent maintained neutral tone but did not adjust pace or clarity in response to customer’s hesitations and unclear responses.
X3 Partially Met Overall experience conf 84%
Customer had to repeat name and serial number due to transcription/ASR issues, but agent did not create additional steps beyond what was necessary for ID.
Call Transcript13 turns · 13 lines
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. Hi, thank you for calling. Linksys. This is Trichina. I hope you today. Okay. Is this your first time calling us for support sir? And are you calling from the United States? [silence]
00:00
Speaker 1
Francisco Salinas, F R A N C I C I S C. O S, a L I, N A S. [silence] All right, I'm going to respec it one more time. So sorry. It's going to be Salinas S a L i N a S Salinas. Correct. Yes. Uh, 714 464 92.
01:00
Speaker 2
[silence] [silence] First name, last name. [silence] Can you spell it for me? [silence] Your first name. [silence] The your last name. Francisco. [silence] The letter S for Sam, A for Alpha, O for Oscar, I for India, M for Mike, Columbus. [silence] And your callback number is?
01:00
Speaker 1
It's gonna be uh the same last name. dot two nine oh eight Yahoo, yahoo.com. I have about five. Yeah, I need one sec. Okay, So it's gonna be. [silence]
02:00
Speaker 2
発音拒いて、アリーオク肺ージョーン。 これになんのリンクしずずはいと言うのですか？ 発音拒いて、ハヨー・コマーン。 オフォキヨ花精。 発音私で提供するのは主トロユーターの主識別番号ですか？ 結局
02:00
Speaker 1
288 h264 a as in apple 06192 a 88 06192 correct yes
03:00
Speaker 2
2. Number 8. Letter H. for Henry. 2. 0. 6. 0. A. for alpha. H for Henry. 0. 6. 1. 9. 2. Okay, so it's 2. 8. 8. H. 2. 0. 6. 0. A. for alpha, then number 8. [silence]
03:00
Speaker 1
A-03V2, a spectrum. Correct, yes. Two of them, the color matter is because two of them are black and like three of them are like the same white ones, so [silence]
04:00
Speaker 2
And what is the model number? [silence] And who is your internet service provider, sir? [silence] So let me just confirm, sir, your Linux nodes, which is five routers, are all A03. Okay. Because for this A03 device, sir, I would like to set an expectation-
04:00
Speaker 1
Yeah, they would be the same. I just, uh, I'm not sure about the same model number, but, uh, they look exactly the same, just different colors. Okay, no worries. So, so then I can't access the app using it? Thank you so much for your time. I really appreciate you. [silence]
05:00
Speaker 2
Regarding of the status, as of now, we are no longer manufacturing this one and this product are no longer received software or security updates and is no longer eligible for technical or warranty support. So for your A03, I highly recommend it for that nodes to do an upgrade but how about the other nodes since you have five devices in total? Yeah, and I to really apologize regarding with that once where we no longer offer live support since the device to reach its end of life and end of support. Yeah, but don't worry, I will send you an article via e-mail where it can assist you for the helpful tips and guidance. You're welcome. So just, [silence]
05:00
Speaker 1
Okay, we'll do all looking... Yeah, you too. Thank you so much. Goodbye.
06:00
Speaker 2
it waits three up to five minutes after you call arm Francisco okay have a great day bye for now
06:00