V2 Rubric Detail — 8c0dcd18-7aef-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 17:07
Duration
5m 46s
Contact
Katty Batada
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00136383
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No 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
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall2.1% (-53.9)

V2 Grader Summary

The agent never performed any troubleshooting, simply told the customer the EA7300 is out‑of‑date and suggested buying new hardware. No ownership, no escalation, and poor communication resulted in an unresolved issue.

V1 Case Analysis

Customer reports no internet on EA7300 router. Agent confirmed device is out of warranty and no longer supported. No troubleshooting performed. Advised customer to purchase new Linksys mesh system and call back for setup.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the EA7300 model and accurately stated it is no longer receiving firmware or security updates (per KB: EA series is legacy; no longer supported).
  • No troubleshooting steps were performed despite the issue being a common WAN connectivity problem (e.g., power cycle, check modem, verify firmware).
  • Agent did not offer any self-help resources (e.g., KB articles, speed test steps, reset instructions) before recommending hardware replacement.
  • Warranty status was clearly communicated, but the call lacked empathy and proactive support for an out-of-warranty customer.
Positive Highlights
  • Correctly identified the router model (EA7300) from the serial number at [03:00].
  • Accurately communicated that the EA7300 is no longer receiving firmware or security updates — consistent with KB guidance on legacy devices.
  • Clearly explained the support eligibility status and set expectations about warranty expiration.
  • Maintained a polite tone and apologized for the inconvenience, showing basic professionalism.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting for internet connectivity (e.g., power cycle modem/router, check WAN light, verify ISP status) — violates standard support flow.
  • Did not verify current firmware version on the EA7300 before stating it no longer receives updates — while likely true, this should be confirmed via KB or admin interface.
  • Did not provide any self-help guidance (e.g., link to universal_speed_below_plan.md or universal_mesh_full_rebuild.md) despite the customer being out of warranty.
  • Did not confirm whether the issue was with the router or ISP (e.g., Spectrum outage) before concluding hardware replacement was needed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent closed the case by recommending a new router purchase without resolving the connectivity issue or offering any troubleshooting path.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic questions or troubleshooting steps were performed; the agent jumped straight to an upgrade recommendation.
R3 Not Met Correct resolution path conf 90%
Agent chose to close the case by suggesting a new purchase rather than attempting best‑effort troubleshooting, even though the device appears out‑of‑warranty.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify the specific symptom, ask relevant questions, or follow a logical diagnostic flow.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (remote session, admin UI checks, logs, etc.) were used despite the need for basic troubleshooting.
T3 Not Met No misinformation conf 95%
Agent claimed the router 'no longer received software updates' and is 'no longer eligible for technical service warranty' as a reason to stop helping. The KB (universal_support_contacts.md) explicitly states that for out-of-warranty devices, agents are expected to make a real troubleshooting attempt (setup, Wi-Fi, pairing, firmware, factory reset).
Communication
C1 Not Met Clear & professional language conf 85%
The call was abruptly ended after the upgrade suggestion; the agent did not maintain clear expectations or guide the conversation to a resolution.
C2 Not Met Confirmed understanding conf 90%
Customer spoke Hindi, but the agent continued in English without adapting language or confirming understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of the problem; they simply advised purchase of new hardware and ended the call.
O2 Not Met Proactive follow-through conf 85%
No concrete next‑step timeline or follow‑up was set; the only suggestion was to buy mesh devices and call back later.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 80%
No escalation was performed even though the issue required troubleshooting that could have been escalated to a higher tier.
E2 Not Met Escalation prep & handoff conf 80%
Since no escalation occurred, the execution criteria (correct team, details, customer notification) were not met.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent offered a brief apology (“I really apologize, Katie”) but provided no empathetic follow‑up or reassurance.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust tone, pace, or language to match the customer’s Hindi speech and seemed disengaged.
X3 Not Met Overall experience conf 90%
The agent added friction by directing the customer to purchase new equipment instead of troubleshooting, creating unnecessary effort.
Call Transcript10 turns · 11 lines
Speaker 1
ोरдали के लिए वाइफाई वोपवर चल रहा है चल रहा हमारा वाइफाई वोकिट में है हमारा इंटरनेट काम नहीं कर रहा हुहु पॉलिसनीय हां अगर
00:00
Speaker 2
Welcome to Lynx's 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.Lynx.com for more information about your product. [silence] Hi, thank you for calling Lynx. [silence] Is this your first time calling us for support? [silence] Is this your first time? [silence] Calling us for support? [silence] And are you calling from United States? [silence] Ma'am, may I know your first name and last name? Yes. Can you spell it for me? Let's start with your first name. K for kite, E for Edward, TY. So your first name spells, go ahead. Thank you for that. And your call back, your last name, sorry.
00:00
Speaker 1
six four six two five one seven eight eight one it's Bravo stores zero thirteen at gmail.com stores s-t-o-r-e-s zero one three at gmail.com just one yes sure it says one nine boy hello sorry sorry sorry
02:00
Speaker 2
Callback number. How about your email Katie? I guess it's Bravo stores,332-344-0486. Bravo stores,332-344-0486. And how many links is broader? Do you have Can you please provide a serial number?
02:00
Speaker 1
T 20 - M 2890 7821 mm timer. mm timer. [silence] Mm-hmm. Mm-hmm. What? Yeah. It's a Spectrum. [silence]
03:00
Speaker 2
Okay, so it's one nine T for Tom, two zero M for Michael, two A for Alpha, nine zero seven eight two one. So the model number is an EA 7300. And who is your internet service provider, KD? Spectrum. Now, before we proceed, I would like to set an expectation regarding of
03:00
Speaker 1
mm hmm. mm hmm. Okay, we can do that. But how to how to say fix this, my ABT machine is not working and my this thing is connected to subway and it's not working. [silence]
04:00
Speaker 2
I want to talk to you about the status of your router. I really apologize, Katie, that this router, no longer received software updates, software updates or security updates, and is no longer eligible for technical service warranty, warranty support. So I highly recommend that it's time for you to do an upgrade or purchase a new one. Yes. Thank you so much for your time, Katie, and have a great day. Bye for now. [silence] Yes, as much as I really want to help you, Katie, but your router is no longer receiving receiving software or security updates, and no longer eligible for technical service warranty or warranty support.
04:00
Speaker 1
from uh same one the lenses or different one mesh you said mesh okay fine all right okay fine okay thank you
05:00
Speaker 2
you can look for mesh devices from link SIC through Amazon. and then once it's purchased, call this back so that we can assist you setting up your router and connect your devices. Mesh, yeah. Mesh devices from Linksys. M-E-S-H. so thank you so much. you're welcome and have a great day. bye for now. [silence]
05:00