V2 Rubric Detail — 9bd28158-7f13-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 23:36
Duration
33m 11s
Contact
321-403-6109
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#EOS00136995
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical3.12/5
Communication0.00/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall32.1% (-23.9)

V2 Grader Summary

The agent correctly identified the EA4500 as end-of-support and used proper tooling to confirm status, but failed to deliver best-effort troubleshooting or meaningful diagnostics. Despite maintaining ownership and setting a next step, the lack of technical progression, empathy, and call control resulted in no advancement toward resolution. The issue remains unresolved due to insufficient action beyond policy disclosure.

V1 Case Analysis

Customer reported no internet after storm; EA4500 (ISP-provided) is out of warranty/end of support. No troubleshooting performed. Agent offered to email self-help guide.

Troubleshooting Steps
  • Collected model number (EA4500)
  • Collected serial number (12A30604500571)
  • Checked warranty/end-of-support status
Key Observations
  • Agent did not perform any basic troubleshooting steps such as power-cycling the modem and router, checking physical connections, or verifying WAN status (e.g., via LED or web interface at http://192.168.1.1).
  • Agent failed to inform the customer that ISP-provided devices must be supported by the ISP (Spectrum), per KB universal_support_contacts.md and universal_escalation_guide.md.
  • Over 26 minutes of off-topic background conversation and silence before agent engagement, severely impacting call efficiency and professionalism.
  • Agent incorrectly suggested that resetting the router would require reconfiguration 'because all the settings set back to its default' — while technically true, this was presented as a reason not to troubleshoot, not as a troubleshooting step.
  • Agent offered only generic self-help — no specific KB article URL or concrete guidance was provided, despite the KB containing relevant troubleshooting steps for WAN connectivity issues.
Positive Highlights
  • Correctly identified the EA4500 model and serial number from customer input.
  • Accurately determined the device is out of warranty and end of support based on serial number lookup.
  • Collected customer contact information (phone and email) for follow-up.
  • Offered to send a self-help guide via email, meeting the minimum requirement for out-of-warranty support per KB universal_paid_support_workflow.md.
Agent Errors / Gaps
  • No troubleshooting performed despite clear WAN connectivity issue (contradicts KB universal_escalation_guide.md troubleshooting flow).
  • Did not follow ISP-handoff protocol for ISP-provided hardware (contradicts KB universal_support_contacts.md).
  • Allowed excessive off-topic background noise and delay before engaging the customer, violating efficiency and communication standards.
  • Failed to provide specific self-help resources (e.g., KB article URL) after declining direct support, despite KB guidance requiring at least one self-help path.
  • Misrepresented reset as a barrier rather than a troubleshooting step, potentially misleading the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent confirmed device was end-of-support and offered only an email with self-help steps; no actual resolution or meaningful progress toward restoring internet connectivity was achieved.
R2 Not Met Diagnostic thoroughness conf 95%
Only asked if the router was reset and collected model/serial; skipped essential troubleshooting like checking WAN connection, power cycling modem, verifying LED status, or accessing local interface.
R3 Not Met Correct resolution path conf 93%
While correctly identifying EoS status, agent failed to provide best-effort troubleshooting (e.g., power cycle, firmware check, factory reset verification) expected for out-of-warranty devices per protocol.
Technical Accuracy
T1 Not Met Technically accurate info conf 92%
No logical diagnostic process followed — did not ask about LED behavior, modem status, or perform any step-by-step isolation of the issue beyond confirming a reset occurred.
T2 Met Appropriate tools / resources used conf 96%
Agent appropriately used internal system to validate serial number and determine end-of-support status, which was necessary and correctly interpreted.
T3 Met No misinformation conf 98%
Accurately stated that EA4500 is end-of-support and no longer receives firmware updates or direct technical support — consistent with Linksys lifecycle policy.
Communication
C1 Not Met Clear & professional language conf 94%
Failed to establish control early; allowed long silences and off-topic rambling without redirecting; no framing of process or expectations set.
C2 Not Met Confirmed understanding conf 91%
Used one-size-fits-all script without adapting to customer’s scattered, emotional state; missed cues to simplify language or confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership by staying on the line, collecting required info, and committing to send follow-up — did not transfer or abandon case prematurely.
O2 Met Proactive follow-through conf 94%
Clearly communicated next step (emailing self-help guide), verified email address, and set expectation it would arrive post-call.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context available to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — device is end-of-support, issue is hardware-related after storm, no higher-tier path available.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
No acknowledgment of customer’s distress due to storm or frustration; interaction remained transactional without empathy or emotional validation.
X2 Not Met Tone & rapport conf 91%
Did not adjust tone, pace, or approach despite customer’s erratic speech and emotional vulnerability; failed to maintain engagement or check comprehension.
X3 Partially Met Overall experience conf 87%
Avoided re-asking some details and provided a single follow-up action, but failed to reduce effort by attempting remote troubleshooting or guiding through recovery steps.
Call Transcript15 turns · 27 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. While waiting, you may also visit support.linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve in live chat. We apologize for the delay and will be with you as soon as possible. [silence]
00:00
Speaker 1
I've never had to, but I've never had to call link. Linksys, yeah. I didn't even know they had different phone numbers. I just saw that they from Spectrum. I guess it makes sense. Bro, how are you? Are you? Are you guys dating? Are you guys even on your phones? What? Our phone's on Wi-Fi. That's probably used to be on one more like hotspot breeze. did you need anything to eat bud, what time is it, it's almost 8 o'clock, well, don't eat too late. Hey, Sarah. Who takes the door earlier? Bye. Oh. Lord, no how long, no telling how long this is going to take. [silence] Michael. Sarah. Would you come out of there? Can you get clue out of the, um, closet? There's a right there in this closet. Oh, the one in the h- Yeah. I lost an ear banger that on my game outside you outside all you know this is my game all right yet I Terran your . So 24 4. Good. Yeah, you here. The. Tech pock It. Is not one, son for. That's not for. I just saw the answer. Deep po. I told you I for them with a. One five minutes ago. Thank you. Can we? What? I'm sorry. Then take these. the most common the endemic province is They're not growing You don't want that for you Sorry. Yes. Yes. Whoa. Oh, wow. Captain America. No. Captain. No. What is that? [silence] Active audience. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] What? Oh, wow. look, Sam, I'm not going to watch this if you're not going to watch it. That's sad. it still looks pretty. Oh. A month and a half since I've seen my daughter, and now I look amazing. Oh But the problem is that how does the process of... Oh, that's good. He is touching my eyes. I'm excited to see how this is going to affect my relationship with Jeremy. I feel good. Thank you. Thank you. Thank you. Yes. field or surgeries, because it's a serious location, so that we'd be lying. but it doesn't sound like you're on the boat border or anything. with my daughter, Maya. singing part of the praise band, songs are calming, gives me a purpose. Dan, man, I've been playing the band since the 80s. me and my brothers, we're a family band. We do birthday parties, weddings, since, gloves, they work on time service. love to play. Thank you. Take a little break. Let the voice against raspy and I'll start thinking that the bum be defacing. Hmm. [silence] Yeah, a sore voice for the throat at the food. Frustrated with my throat and I don't. Say the voice that I wanted to hear when it's saying memorize that it may be in father's origin is the same. That would be crushing. Hi, how are you? Hi. My name is Tina. How are you? I'm good. Thank you. Um, listen, I have a um Linksys router with you guys and um we had a really bad storm here and.
04:00
Speaker 2
Thank you for calling mixes this is for B. How can I help you? Yeah, I'm good, ma'am. And how are you? Mhm. Mhm.
27:00
Speaker 1
it kind of, um, knocked the internet and everything out. So, I called Spectrum up and they got everything rebooted and everything like that. And, but we cannot get hooked into the internet. And they said they can't help me because it's not a, you know, through them and that I would have to call you guys. So I'm just seeing if, we did, yes. Um, let me see. Um, Could it possibly be E
28:00
Speaker 2
mhm: Yes, ma'am. Mhm: yeah we can check so there was a storm and then after the storm the connection was not working. Did you reset the router? Mhm: once the router is reset it should it needs to be reconfigure because all the settings set back to its default. So, after resetting the router, what's the what is the model number of the lincsest router?
28:00
Speaker 1
A4500. Oh, it's underneath. Okay, hang on. Let me lift it up. Uh, serial number. Is that what you want the serial number? So, I'll read this off to you, ready. 12. A as in apple. 30604500571. Uh huh.
29:00
Speaker 2
Yeah, you can actually double-check at the bottom. It's on the sticker, ma'am. Yes. Thank you. yes real number and then together with the model number um hmm okay so that's 12 A 3 0 6 0 4 5 0 0 5 7 1 okay let me check
29:00
Speaker 1
Um, would that be the Mac address? Yeah. Uh, well, there's nothing. Hang on. Oh, hang on. Oh, yeah. EA-4500V-3, V as in Victor 3. Uh, it says 45. No. Yes, it is. [silence]
30:00
Speaker 2
the caller: can you see below here EA9500? the caller: is it 45 or is it 95? linksys tech support: [silence] the caller: 45. Okay, let me check. linksys tech support: This router was provided by Spectrum? the caller: Okay, let me just check the serial number. And this is your first time calling Linksys? linksys tech support: Okay, may I but this one?
30:00
Speaker 1
321 403 6109. 3-2-1 [silence]
31:00
Speaker 2
Let me just ask for your phone number. Okay. In case we got cut off, then I can give you a call back. Okay. So, 321-403-6109. So upon checking here, ma'am, based on the serial number, this router actually belongs to the end of support. Aside that it's out of warranty, it belongs to the end of support already, ma'am. So, then you also reset the router. So, it's set back now to its default settings. So, with this end of support, ma'am, I just want to be upcoming with you, okay? This model has reach end of support. So, it's no longer receiving firmware updates or active fixes or technical support. I can provide you a few practical steps that you can help.
31:00
Speaker 1
[silence] Okay, it's L is in Linda, R, A, A, B is in boy, 65 at outlook.com. That is correct. [silence] Okay. [silence]
32:00
Speaker 2
ex LEAP new line just for example like restarting the router also okay, it might help, but also I will send you an email, which is a self- help guide, so you can keep like doing the troubleshoot, so I will be asking for your email address so where I can send this troubleshooting guide, man. So it's L R A A B 65@outlock.com correct? Okay, thank you, ma'am, so then again, thank you so much for your time and right after this call, I'll send you the email which you can follow, okay? You just follow the steps, it's easy. have a nice day.
32:00
Speaker 1
Thank you. You too. Okay. Go.
33:00
Speaker 2
bye, and you may end the call, thank you. sorry
33:00