V2 Rubric Detail — 8de6499e-7eff-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 21:12
Duration
8m 13s
Contact
816-401-3999
Issue Type
Feature Question
V2 Outcome
Partial Resolution
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 (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication4.00/5
Protocol2.00/5
Efficiency5.00/5
Overall3.0/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall43.4% (-16.6)

V2 Grader Summary

The agent recommended upgrading to MX6200 due to end-of-support status but performed no troubleshooting, provided technically inaccurate information about EA9400's gigabit capability, and failed to confirm resolution or set concrete next steps. While ownership was maintained and communication was accessible, the lack of diagnostic rigor and technical inaccuracy prevented a successful resolution.

V1 Case Analysis

Customer inquired about EA9400 end-of-life status and gigabit compatibility. Agent confirmed EOL but provided incorrect model details and support URL. Recommended MX6200 upgrade.

Troubleshooting Steps
  • Collected serial number from the customer.
  • Identified the router model as EA9400 (incorrect model identification).
  • Confirmed the device is end-of-support.
  • Provided upgrade recommendation (MX6200 Velop Pro 6E).
Key Observations
  • Agent provided an incorrect and potentially unsafe support URL (support.langsys.com) at the start of the call.
  • Agent incorrectly identified the customer's device as EA9400, which is not a valid Linksys model in the EA series (per universal_eol_firmware.md).
  • Agent falsely claimed the EA9400 'can still support one gig,' contradicting KB guidance that EA-series routers have 100 Mbps ports and cannot support gigabit speeds (universal_hardware_speed_limits.md).
  • Agent provided a valid upgrade recommendation (MX6200 Velop Pro 6E) for gigabit support.
  • Call was concise and avoided unnecessary troubleshooting steps.
Positive Highlights
  • Collected and accurately repeated the customer's serial number at [02:00].
  • Correctly identified the device as end-of-support and unsuitable for gigabit service.
  • Provided a specific and valid upgrade recommendation (MX6200 Velop Pro 6E) at [06:00].
  • Kept the call brief and focused without unnecessary steps.
Agent Errors / Gaps
  • Provided incorrect support URL (support.langsys.com) at [00:00], which is not a Linksys domain and poses a security risk.
  • Incorrectly identified the customer's device as EA9400, which does not exist in Linksys documentation.
  • Falsely claimed the EA9400 supports gigabit speeds, contradicting KB guidance on EA-series hardware limitations.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent recommended upgrading to MX6200 due to end-of-support status but did not confirm resolution or customer action; outcome was advisory only.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed; agent attributed issues solely to end-of-support without diagnostic process.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified end-of-support status but inaccurately claimed EA9400 cannot handle gigabit; EA series supports Gigabit LAN per KB.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms or ask diagnostic questions beyond serial number; jumped to product replacement.
T2 Not Met Appropriate tools / resources used conf 90%
No use of internal tools (e.g., product lookup, firmware status) to verify end-of-support status or performance limits; relied on assumptions.
T3 Not Met No misinformation conf 100%
Agent claimed EA9400 'cannot go beyond' gigabit and is not recommended for gigabit subscriptions, contradicted by universal_hardware_speed_limits.md stating EA series routers have Gigabit LAN ports and support speeds well above 100 Mbps.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained topic focus but had long silences, unclear transitions, and failed to set expectations; phrases like 'I mean' and repetition suggest disorganization.
C2 Met Confirmed understanding conf 90%
Agent used accessible language, avoided jargon, and matched customer’s conversational pace; no evidence of talking past the customer.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and provided a direct recommendation; no avoidance behavior observed.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested visiting Amazon for MX6200 but gave no follow-up plan, timeline, or support path; customer closed interaction without commitment.
O3 Not Applicable Closure confirmation conf 100%
No ticket data available for case continuity assessment; first contact with no prior history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; inquiry resolved at L1 with recommendation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration but remained neutral and not impatient or dismissive; neutral tone may lack empathy but no overt failure.
X2 Partially Met Tone & rapport conf 80%
Agent maintained consistent pace and did not disengage customer; while tone was flat, customer remained cooperative and ended call satisfied.
X3 Met Overall experience conf 90%
Agent did not require repetition or unnecessary steps; interaction was brief and focused on core issue.
Call Transcript12 turns · 15 lines
Speaker 1
Hey, do you have one of them box that uh plugged into a uh USB? uh yes ma'am i was wanting to know i was having problems with my internet service.
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.langsys.com for more information about your product. [silence] Thank you for calling Linksys. This is me. How can I help you? what what's the serial number of this Lincoln sister? [silence] that serial number is on the...
00:00
Speaker 1
Okay. Okay. Serial number is one seven, A as in Apple, two zero, J as in Jeffrey, zero one, A as in Apple, zero one seven six zero. Yes. [silence]
02:00
Speaker 2
Okay. That's one seven Alpha two zero Jack one zero one. I mean zero after the Jack that's zero one Alpha zero one seven six zero. [silence] Okay. and what was your concern again about this router?
02:00
Speaker 1
Well, they had told me, I guess, at Spectrum that it was possibly at the end of the lifestyle of this style, I guess. And I wasn't sure if. Okay, so thisBasically has died. Then. Okay.
03:00
Speaker 2
They're right. It's actually part of our end of support routers. This is no longer good to be used nowadays because we already have Wi-Fi 6e, Wi-Fi 7 routers and... And aside from that, yeah, you will really experience connectivity issues.
03:00
Speaker 1
And that is a one gigabyte router, correct. Hello. And that does support one gigabyte. Uh, the one that one, this, yes. Okay.
04:00
Speaker 2
Uh huh. Hello? Which model? The one that you're calling for? This? EA9400? Yeah, it can still support one gig since this is our EA series, but it cannot go beyond. It has its limitation. So unlike newer routers now that we have in the market, which is really compatible with a gigabit connection, all devices. Approaching from the east. [silence]
04:00
Speaker 1
Okay, so what I'm asking then is for something like this router, I mean do they only last for so long. Do you understand what I'm saying? Well, that's what I'm asking, do these wear out and then just fade away?
05:00
Speaker 2
So if you have a gigabit subscription from your internet provider, as a technician, I cannot recommend this router for you to use, this EA 9400. Much better if you'll take advantage of the newer routers nowadays because those are designed for handling a gigabit subscription. Uh yeah. If you'll visit Amazon website, you'll see a device. It's what we call the velop pro. 6E. The exact model number is MX62. I mean, the exact model number is, yeah, MX6200. [silence] Uh, yep, I'm still here. Uh, I, the, model number, you, you already took notice of that? Uh, mx, sixty two hundred mx, sixty two
05:00
Speaker 1
Okay. That's it. Good enough for me. Thank you.
08:00
Speaker 2
Are you interested in obtaining a transcription of the audio ?
08:00