V2 Rubric Detail — 9eba7122-8072-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 17:28
Duration
13m 51s
Contact
Angela
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00137042
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to use the node as bridge

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall22.9% (-35.1)

V2 Grader Summary

The agent correctly identified the E900 as a legacy device (T3 Met) but failed to conduct any meaningful troubleshooting (R2, T1, T2 Not Met), took no ownership (O1, O2 Not Met), and poorly managed the interaction (C1, X2, X3 Not Met). While the technical conclusion was accurate, the lack of best-effort support and customer guidance resulted in a partial resolution without issue closure.

V1 Case Analysis

Customer has a legacy Linksys E900 router no longer supported by Linksys. Advised to contact Spectrum for a possible replacement or purchase a new Wi-Fi 6 router independently.

Troubleshooting Steps
  • Identified the device as a legacy E900 model with no support or firmware updates available
  • Confirmed no further technical troubleshooting is possible beyond reset/reconfiguration
Key Observations
  • Agent correctly identified the E900 as a legacy, unsupported device (KB-compliant accuracy)
  • Failed to collect serial number and verify ISP-provisioned status (protocol miss)
  • Provided only generic upgrade advice without cost, model, or setup details (resolution gap)
  • Minimal empathy and poor call control with long silences and abrupt transitions (communication weakness)
  • No mention of Linksys self-service resources (e.g., support.linksys.com or KB articles on legacy devices)
Positive Highlights
  • Correctly identified the E900 as a legacy device beyond support scope
  • Accurately stated that no further troubleshooting or firmware updates are available for this model
  • Correctly advised that purchasing a new router avoids monthly rental fees
  • Provided two valid paths forward: ISP replacement or retail purchase
Agent Errors / Gaps
  • Failed to obtain the router serial number and confirm warranty status definitively
  • Did not verify whether the E900 was provided by Spectrum before recommending actions
  • Did not direct the customer to specific self-help resources (e.g., KB articles on legacy device management)
  • Did not provide any cost estimate, model recommendation, or setup guidance for replacement routers
  • Minimal acknowledgment of customer frustration and confusion; poor pacing and empathy
  • Long silences and lack of call control reduced effectiveness

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent explained the device is legacy and unsupported, but did not confirm whether the customer's actual issue (internet not working) was resolved or achieve a concrete outcome — only suggested purchasing new hardware without verification.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed beyond asking for model number and ISP; no verification of connection status, admin login, LED behavior, or factory reset attempt was made.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the device as legacy and suggested upgrade, but failed to offer any best-effort troubleshooting (e.g., factory reset, reconfiguration) expected for out-of-warranty devices per OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Only asked for model and ISP; no diagnostic questions about symptoms (e.g., lights, connectivity, prior changes), no attempt to identify root cause such as misconfiguration or firmware freeze.
T2 Not Met Appropriate tools / resources used conf 95%
No tools or KB-driven resources were used. The agent did not direct the customer to the local admin UI (192.168.1.1) or suggest a factory reset, which are standard tools for this scenario.
T3 Met No misinformation conf 97%
The claim that the E900 is a legacy device no longer supported is technically accurate. The recommendation for WiFi 6 is a valid general performance suggestion.
Communication
C1 Not Met Clear & professional language conf 96%
Frequent unexplained silences, no framing of process, abrupt transitions; agent lost control and failed to guide the interaction coherently (e.g., 'Hello? Hi, sir. How can I help you, sir?' with repeated silence).
C2 Partially Met Confirmed understanding conf 91%
Used simple terms but did not confirm understanding or adapt to customer’s self-described lack of technical knowledge with step-by-step guidance; repeated generic advice ('buy a new router') without checking comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent immediately deflected responsibility to ISP and did not take ownership — no attempt to troubleshoot or guide customer through options beyond 'buy a new router'.
O2 Not Met Proactive follow-through conf 95%
No clear next steps assigned — customer left unsure whether to contact Spectrum, Amazon, or a technician; no follow-up commitment or timeline provided.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity from.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was appropriately handled within L1 scope despite poor execution.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy for the customer’s frustration and gave a scripted, detached response; no acknowledgment of repeated effort or customer’s confusion.
X2 Not Met Tone & rapport conf 94%
Agent repeated generic advice ('buy a new router') despite customer expressing confusion about cost and process — failed to adapt pace or check comprehension.
X3 Not Met Overall experience conf 95%
Customer had to repeat information and was left to independently research pricing and setup; agent could have provided model recommendations or setup guidance to reduce effort.
Call Transcript19 turns · 21 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. [silence]
00:00
Speaker 1
Hello, I'm... I can't quite hear you. You're not coming through very. Are you there? Hi. Are you there? Sorry, what? I can't hear you. How can I help you? [silence]
03:00
Speaker 2
the Thanks so much for doing that. Thanks a lot for fine when you're not coming through or Hello? Hi, sir. How can I help you, sir? [silence] I see. What is the model number of your laptop is it E900. Hold on sorry E900.
03:00
Speaker 1
What is my internet provider the spectrum? Okay. I apologize. I'm not very savvy when it comes to this stuff.
05:00
Speaker 2
E900, E900. Who is your internet provider, sir? Yes, Spectrum. Okay. Just hold on, sir. I just need to check on the exact device, okay? Excuse me, a few seconds. [silence] Yeah, that's correct, sir. [silence] I see. Sure. Yeah, I was able to track on the exact internet, and it shows here that this device is already part of our legacy route. [silence] legacy devices. That means sir, that unfortunately, sir, we are no longer trained for this unit. And also, sir, this is the firmware of this unit is already already The last firmware that is installed to it and the possible reasons or why it's not totally working. Yes, sir. This unit's our we don't have any troubleshooting that we can do for this aside from reset and reconfiguration.
05:00
Speaker 1
So I guess my question is, what are my options? What do I do? yeah, yeah, I guess that, yeah. I mean, I'm paying spectrum for this, for this stuff to work, and it no longer works. I mean, that's what I don't understand is you know, I don't want to have to go and pay for a new device or pay rent on a new device or something like that. I'll just have to search somebody else to go through I guess, but.
07:00
Speaker 2
yes the best option that you can do for this sir is to upgrade your device or upgrade your router into potentially newer devices or newer models if not linksys sir then there are a lot of brands that you can choose and I will suggest for you to get the Wi-Fi 6 sir yes sir because it mm
07:00
Speaker 1
Right. Yeah. So, would I have to purchase a different device, or is that provided, or what, or...
08:00
Speaker 2
Okay. Sure. That's the best solution that we can do right now for you to upgrade your device, and this device you have, we are no longer trained for this. I mean, sure, there's no support. Mhm. You can, if you have Spectrum, Charlie, they have actually a bundled router from them that they will provide. That if you still want to have Spectrum with you, they can provide you for it.
08:00
Speaker 1
[silence], yes, and I would have no problem with that, obviously, if it's not going to cost me anything. I'm already paying for the service. [silence] They just instructed me to get a hold of you guys and [silence] and that's all I got from them. [silence] So, what you're saying is I'm going to have to go back to them and talk to them about possibly getting this thing replaced? [silence]
09:00
Speaker 2
uh, I do not know. Uh, uh if you do not want to rent the router from Damster, if you don't want to pay for a monthly bill or monthly payment from for this router, then, um then you can buy any uh one time purchase from the Amazon or any local store, set it up as your router and that's it. You don't have to pay for any [silence]
09:00
Speaker 1
I have to get a different router. Well, then okay. That's that's when I give my 26, that's when I give my 26-year-old a call and then she takes it from there, I guess. Uh kids are pretty smart when it comes to that. you know. Uhm, question is, how much is that? And there is no monthly fee then. Okay. Right.
10:00
Speaker 2
Uh, yes, there is. The other solution. Um. Actually, for newer devices right now, they're mostly easy to set up devices. Uh, we do have a plug and play device. If you still wanted to have a serious router, uh, we do have a plug and play router that you can just plug in and, uh, wait until it shows, uh, blue light and that's it. There's no monthly fee for it, but I'm not so sure about the price in USA, but you just need to buy it one time.
10:00
Speaker 1
I guess, like I said, the question is what the cost of that is, and do I go back to spectrum for that or what do I do? Yeah.
11:00
Speaker 2
Oh. Hello, sir? Is there any other things you want me to...?
11:00
Speaker 1
Yeah, I guess I I need to know where I move forward with this that, you know, if I need a new plug and play router, I need to know what the cost of this thing, who I talk to about that to see what the cost is or. Okay. Okay. Right. Okay. I get that. So I just have to get a hold of Spectrum and see what they suggest and take it from there.
12:00
Speaker 2
you need, you can look for that device or in in local stores or or in Amazon. You just need to buy it one time, sir. And only the you don't need to pay for a monthly payment for that router. That only for that router sir, but you still you have to get in touch with Spectrum, cuz you will still be needing Spectrum for that. But for the router, sir, no need for you to pay for the monthly payment and monthly bill. [silence] Yes, Yes, sir. Actually.
12:00
Speaker 1
Okay. All right. I guess I'll have to get a hold of my daughter about that and see what she figures out on it. Like I said, I'm... Yeah. Okay. Thank you. You too. Goodbye. Thank you.
13:00
Speaker 2
They might offer you a device, but they will offer you an additional payment for that. If you don't want to pay for the monthly bill, then you can just buy a router for yourself and set it up with their modem. No need for you to add or add your monthly expenses for for your internet. You just need to buy one time and still you will have Spectrum with the same monthly bill. Okay. Okay, sir. Thank you so much for your time, sir and um, yes, have a good day. Please stay safe. Bye bye, sir. Thank you, sir.
13:00