V2 Rubric Detail — 906660e0-7c9e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 20:33
Duration
13m 21s
Contact
Kurt Kraber
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00136759
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support E5400
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol4.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall11.7% (-56.3)

V2 Grader Summary

The agent correctly identified the EA6350 as out of warranty and end-of-life (T3 Met) but failed to perform any troubleshooting, offer best-effort OOW support, or take ownership. No resolution was attempted, and the call lacked empathy, clarity, and efficiency, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports poor Wi-Fi signal on EA6350. Device is out of warranty/EOL; advised to replace with newer router and will email self-help article.

Troubleshooting Steps
  • Collected serial number and model
  • Verified out-of-warranty and end-of-life status
Key Observations
  • Agent accurately identified the EA6350 as end-of-life and out of warranty based on serial number lookup, consistent with KB guidance on legacy devices.
  • No troubleshooting steps were performed despite the issue being Wi-Fi signal strength, which may have been resolvable with basic steps (reboot, placement, channel check).
  • Agent provided correct technical advice regarding lack of support and firmware updates for EOL devices, aligning with universal_legacy_device_wifi.md and KB lifecycle policies.
  • Agent recommended upgrading to a newer router, which is the correct path for EOL devices.
  • Offered to send a self-help article, providing a concrete next step for the customer.
  • Call lacked empathy and had inefficient flow with repeated questions and silence.
Positive Highlights
  • Accurately identified the EA6350 as out of warranty and end-of-life using serial number lookup, consistent with KB guidance.
  • Collected all required customer and device information (name, email, serial number, model).
  • Provided correct technical advice that the EA6350 is no longer supported and cannot receive firmware updates.
  • Recommended upgrading to a newer Linksys router, which is the correct path for EOL devices.
  • Offered to send a self-help article, providing a concrete next step for the customer.
Agent Errors / Gaps
  • Failed to perform any basic troubleshooting (e.g., reboot, placement, channel check) for the Wi-Fi signal issue, which may have been resolvable.
  • Did not acknowledge customer frustration or provide empathetic responses.
  • Inefficient call flow with repeated requests for information already provided and long silences.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated router is no longer supported and recommended upgrade without attempting any troubleshooting or resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps performed; agent only collected serial/model and moved to replacement recommendation.
R3 Not Met Correct resolution path conf 96%
Agent identified router as out-of-warranty and end-of-life but provided no best-effort OOW troubleshooting before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask about signal strength, placement, firmware, or interference; accepted 'poor signal' without probing root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (remote session, diagnostics, logs); issue could have been investigated with basic checks.
T3 Met No misinformation conf 99%
Agent correctly stated EA6350 is out of warranty, end-of-life, and no longer receives firmware updates — consistent with KB.
Communication
C1 Not Met Clear & professional language conf 93%
Long silences, repetitive questioning, and lack of clear framing or transitions; agent lost call control.
C2 Not Met Confirmed understanding conf 92%
Agent used vague language, did not confirm understanding, and failed to adapt explanations to customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disclaimed responsibility and deferred to replacement without attempting resolution or taking ownership.
O2 Partially Met Proactive follow-through conf 90%
Agent promised to send a self-help article via email but provided no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted given end-of-life status.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
No empathy or acknowledgment of frustration; tone purely procedural and dismissive of customer's effort.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust pace or style to customer's confusion; communication remained static despite repeated questions.
X3 Not Met Overall experience conf 95%
Customer repeated serial number and model multiple times; agent did not streamline or reduce repetition.
Call Transcript21 turns · 22 lines
Speaker 2
Pause music and continue Welcome to links this 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.com for more information about your product.
00:00
Speaker 1
Uh, yes. I got a poor connection with my router. I got a hold of my cable company and they said I'm having issues with my router and it's a Linksys. What's that? No, they're, they're connected. It, it's been connected. I just get a poor signal from it. Silence.
02:00
Speaker 2
Thank you for calling linksys. This is eyes. How can I help you? Yes. Mhm what's the issue with your linksys router? Are they disconnected? What is the issue about your linksys router? Are they disconnected? Are you experiencing. Mhm.
02:00
Speaker 1
and they told me to get a hold of you, to see if you can like reboot it or whatever. Yes. Okay. One four why three zero J zero seven seven zero five four two one. Yes.
03:00
Speaker 2
Oh, so you're getting a poor signal. [silence] Are you [silence] Let me have, first, the serial number of your [silence] Note: [silence] All right. I'll say again. The serial number is 14k for yellow, 30J for John, 00705421. Is that correct? A little bit hold on.
03:00
Speaker 1
uh, spectrum. How many do I have hooked up? I, I just have one in my house. What is what? oh, is that on the back too? [silence]
04:00
Speaker 2
Check for us on our system. Yeah. We got that serial number. You mentioned a spectrum. Was it your internet service provider? Mm-hmm. How many Linksys products do you have, sir? Yeah, how many link's you have, you're using them. Okay. What's the model of that Linksys router? What's the model number of your Linksys router? Yeah.
04:00
Speaker 1
Uh, let's see here. Is that the 608? 367? I see. Oh, wait, right here. All right, E A 6 3 5 0. Yes. Correct. Kurt Krabbe. yeah, yeah. Uh, do you need that? Or what? Okay. Craber dude all lowercase K R A B E R D U D E at Yahoo.
05:00
Speaker 2
create first a record for you Sir may I have your name please K-A-B-E-R your last name Craiber alright thank you Carl what about your email address purrs yes I'm gonna need that so that if we'll need to send you email or get send it to your active personal email
06:00
Speaker 1
Yes. Yep. Mm-hmm. Okay.
07:00
Speaker 2
let me just spell your last name Karl if I get it correctly so K for kite R for rose A for apple B for boy E for echo R for rose Febru did I get that correct all right so your email address is kieberdude at yahoo.com all right thank you Kurt now I've checked Kurt your Lynch's water model EA6350 with the serial number 14Y30J00705421 is apparently already out of warranty and its life cycle phase has already ended its end of life [silence]
07:00
Speaker 1
Okay. Okay. Yes. Okay.
08:00
Speaker 2
Date was last 2020 and it's end of support date was last 2025. Meaning, this router is no longer supported by a splings technical support because the router is no longer manufactured and sell by linksys. and we no longer have any update, security, and firmware updates for the router because this router is a very old, uh type of links router. It's using an older technology. So that could be the reason why you're experiencing a poor signal. What I can recommend, Kurt, is to upgrade your router to the latest links router we have that are using the latest Wi-Fi technology. And I can I can also send you, Kurt, a self help article regarding end of support.
08:00
Speaker 1
Okay. So I just need to go out and get another one. So basically, I just gotta go out and get another LaneSee. Okay. All right.
09:00
Speaker 2
port linksys router because we can now longer troubleshoot your router as it's no longer supported. So that's the only way I can do to send you an email support uh about end of support linksys router because it has it can also address any issues with linksys routers that are already end of support. Okay? All right. Thank you for calling. Yeah. Yes. But your but your router is still working it's just that uh the its performance is not up to par because of it's using older technology. So it's up to you to still continue using that or upgrade it to the latest uh router that's using the latest technology. But I will still send you the end of support home network [silence]
09:00
Speaker 1
Okay, well, I got another router here. And I think this one's newer. Now, can I give you the info on this one to see if I can hook this one up? Serial number N10M27CO35910308.
10:00
Speaker 2
Hello again, it is installing setup guide so you can later on read any articles regarding. TSFG support. So what is the serial number of that router? [silence] So it is three zero M four November 1 0 M for Mike 27 C for Charlie, 0.275 Delta for Charlie, zero Z for zero rewrite two T for team
10:00
Speaker 1
Okay. All right. So I'll just go out and get another one What's that? Okay. Right. All right. All right sounds good. Thank you. Nope no that's it.
12:00
Speaker 2
supported this year to it's I've just said yeah but i'll still send you the self-help article maybe you could read through the article about the end of support links this is rather because your router is still working uh I have to tell you that your router is still working it's just that they're just using older technology so they could not you know provide you the best performance it has before since our technology is improving nowadays so it could not uh yeah so it's not on par with the other links uh latest links yada we have so the best suggestion is to upgrade your router, okay? all right, thank you so much so yeah so no other concern? just those two?
12:00
Speaker 1
That should be it. All right. Thanks a lot. All right. Goodbye. [silence]
13:00
Speaker 2
All right, thank you for calling link sys and take care have a great one, just check your email for the self help article I'll be sending to you, okay? You're welcome, thank you, it's my pleasure to assist you and goodbye.
13:00