V2 Rubric Detail — 92218772-8061-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 15:26
Duration
5m 38s
Contact
513-656-9533
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall58.5% (+2.5)

V2 Grader Summary

The agent correctly identified the E-2500 as a legacy device and recommended upgrade (R3 Met, T3 Met), but failed to perform any diagnostics (R2 Not Met, T1/T2 Not Met), resulting in an unverified resolution. Communication and ownership were generally effective (C1/C2/O1 Met), but empathy was limited (X1/X2 Partially Met). The outcome was a recommendation without confirmation, classifying it as Partial Resolution.

V1 Case Analysis

Customer reports no internet for 4 months on E-2500. Agent confirmed model is legacy and out of support (ended 2025). No troubleshooting performed. Advised customer to purchase a new Wi-Fi 6/7 router.

Troubleshooting Steps
  • Collected serial number and inferred model (E-2500).
  • Informed customer that the model is legacy and out of support.
Key Observations
  • Agent correctly identified the E-2500 as a legacy, unsupported model based on serial number and model confirmation.
  • No basic internet connectivity troubleshooting was performed (e.g., power cycle, modem test, WAN status check).
  • Agent did not verify whether the device was a router or modem before giving advice.
  • No acknowledgment of customer frustration or empathy was expressed during the call.
  • No self-help resources (KB articles, diagnostic steps) were offered beyond the purchase recommendation.
  • Agent correctly advised upgrading to Wi-Fi 6/7 for better performance, aligning with current standards.
Positive Highlights
  • Successfully identified the device model (E-2500) from the serial number and customer input.
  • Correctly stated that the E-2500 is a legacy model no longer supported, with support ending in 2025.
  • Provided a technically accurate recommendation to upgrade to a Wi-Fi 6 or Wi-Fi 7 router for improved performance.
  • Suggested specific retail locations (Amazon, Best Buy) where the customer could purchase a new router.
Agent Errors / Gaps
  • Failed to follow standard troubleshooting protocol for an internet-connectivity issue (e.g., no power cycle, no modem test, no WAN status check).
  • Did not verify the device type (router vs. modem) before giving advice.
  • Did not collect or confirm warranty status through a lookup; relied on a generic statement about support ending in 2025.
  • Did not acknowledge the customer's frustration or provide any reassurance.
  • Did not offer any self-help resources (e.g., KB articles, diagnostic steps) beyond the purchase recommendation.
  • Did not confirm whether the issue was with the Linksys device or the ISP/service itself before concluding hardware replacement was needed.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent recommended upgrading the legacy E-2500 but did not verify if the issue was actually router-related or could be resolved with basic troubleshooting (e.g., modem reset, WAN test).
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed—agent skipped essential diagnostics like power-cycling, WAN status checks, or testing internet at the modem, jumping directly to replacement.
R3 Met Correct resolution path conf 96%
For the out-of-support E-2500 legacy device, advising upgrade to a Wi-Fi 6/7 router aligns with policy and avoids unsupported warranty claims.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to conduct a logical diagnostic process—no questions about modem behavior, LED status, or ISP-side issues were asked before concluding the hardware was faulty.
T2 Not Met Appropriate tools / resources used conf 98%
Agent omitted required tools/procedures (e.g., checking WAN status via http://192.168.1.1, testing modem connection) that would have confirmed or ruled out ISP/modem issues.
T3 Met No misinformation conf 98%
Information about the E-2500 being legacy, unsupported, and Wi-Fi 6/7 being current standards is factually correct and KB-aligned.
Communication
C1 Met Clear & professional language conf 92%
Agent framed the interaction, asked for required info (serial/model), provided a clear recommendation, and confirmed closure by asking if there were further questions.
C2 Met Confirmed understanding conf 90%
Agent used plain language (e.g., 'Wi-Fi 6 or 7 router'), avoided jargon, and adapted to the customer's low technical literacy by explaining simply.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the interaction from start to finish, did not transfer, and provided guidance without passing responsibility.
O2 Partially Met Proactive follow-through conf 87%
Agent suggested purchasing a Wi-Fi 6/7 router but provided no specific model recommendations, retailer guidance beyond 'Amazon or Best Buy,' or steps to ensure Spectrum compatibility.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior case history or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a legacy unsupported device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent acknowledged the customer's situation but did not explicitly validate frustration over four months of downtime; response was factual without empathetic phrasing.
X2 Partially Met Tone & rapport conf 88%
Agent maintained a neutral, professional tone and answered questions directly but did not adjust pace or emotional tone in response to customer's evident stress.
X3 Partially Met Overall experience conf 86%
Agent avoided re-asking information unnecessarily but missed reducing customer effort by skipping basic diagnostics that might have confirmed or ruled out simpler fixes.
Call Transcript12 turns · 12 lines
Speaker 1
Serial number. Hi, my name is Brittany Pope. I got your number from spectrum. They, um, they needed me to call because, um, I guess something's wrong with the, um, Wend ski. I don't know if that's a router or modem. Wendi. Whatever that provides service to the internet. Yeah, spectrum is showing that like it's internet connected, but it hasn't been like working for like at least four months where I'm using like cell data. [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
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. Thank you for calling Linksys. This is may. How can I help you? [silence]
00:00
Speaker 1
And he said it was the, um, whatever this Linsky thing is. I'm just not sure exactly. That's the rider module. Cause I, I don't really go with technology But it definitely used that motor. Oh, okay. Okay. I see it. Um, 110 it 10A20 C67393116. Mhm. You're welcome. Okay. So. The model number, where would that be?
01:00
Speaker 2
Okay. Is it okay if I can? Mm-Hm. You can tell me the serial number, and I can tell you more if it's a router or a modem. There is on the sticker underneath. Yes. Uh-Huh. That's the one, 0 alpha 2 0 Charlie 6 7 3 9 3 0 1 1 6. Okay, thank you. And I cannot see any results. Here in my end, can you tell me instead a model number? What's the model number that you...
01:00
Speaker 1
oh the mac address okay so i see um serial number the mac address and then i see like um it's like eight digits but in between it's like a dash is that it oh yeah 2500 yeah yeah let's use yeah 2500 yeah and yeah
02:00
Speaker 2
That's still on the sticker underneath, or uh, it's not the Mac address, but the model number. Sometimes it's uh on top of the device. Maybe you can see their e-1000 or e a or e-2500. Uh check the information on top of the router. Uh maybe you can see their any printed text like E-1000 or E-2500 or E-2500. Okay, that explains why you have problems right now with your internet. This E-2500 you're calling for is one of our latch.
02:00
Speaker 1
Oh, okay. Okay, that makes sense now. Okay, so how do I do that? What, what do I do? Like, cuz um, I don't remember the process when I got that. I'm like, what?
03:00
Speaker 2
legacy units which we don't manufacture anymore, and compared to today's technology, it's way outdated. So if you're experiencing dropping slow, something like that, the best solution is to upgrade your router instead. Since this is already a legacy one, and on top of that, the support date for this router ended way back here 2025. This last year, we don't support this router anymore due to its age and also its wireless feature no longer up to date. So, it will be nice if you can upgrade it instead. Okay?
03:00
Speaker 1
on. Okay, so... ...Wi-Fi six or seven. ...wish. I just gotta go and get it. Okay, I got it. That makes sense. Okay. Thank you. Um, like is that offshore. The standalone Wi-Fi six or seven router and they basically would just have [silence]All Tanscribe
04:00
Speaker 2
Rxter, online, like, Amazon or you can like, check routers as wells in Best Buy, any local stores. Just purchase C, a Wi-Fi 6th router or a wi-fi 7 as up to date. Wi-Fi 6 and wi-fi 7. A router or seven, yep. Those are one of the latest wireless standard. So, a wi-fi 6 router or a wi-fi 7. Look for that kind of feature of a router. All right. You don't have any questions? That's it. [silence]
04:00
Speaker 1
I have it there. [silence] Okay. [silence] All right, thank you. [silence] love and fire.
05:00
Speaker 2
Yeah, there's a different kind of routers. Just make sure the one that you purchased has the Wi-Fi 6 or Wi-Fi 7 wireless standard so that you will really have a good internet connection since you'll be using a latest Wi-Fi standard. And that's going to be Wi-Fi 6 or Wi-Fi 7. You're welcome. Thank you for calling again. Bye-bye. Bye-bye. [silence]
05:00