V2 Rubric Detail — a1f13e9e-7ee6-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 18:14
Duration
5m 42s
Contact
914-772-1068
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#EOS00136923
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA6350

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical3.12/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall34.7% (-21.3)

V2 Grader Summary

The agent correctly identified the router as end-of-life using internal tools but performed no troubleshooting, offered no empathy, and dismissed the customer without resolving the TV connectivity issue or providing best-effort support as required by OOW standard. No escalation was warranted, but the issue remains unresolved due to lack of meaningful assistance.

V1 Case Analysis

Customer unable to connect TV to network after removing Spectrum cable; agent identified router as legacy model with no firmware updates; advised to replace router. No connectivity troubleshooting performed.

Troubleshooting Steps
  • Collected serial number
  • Checked device age/status in internal system
Key Observations
  • Agent did not perform any network or TV connectivity troubleshooting.
  • Agent declared the device unsupported without confirming current internet connectivity or TV settings.
  • Agent provided a clear, actionable recommendation to replace the router.
Positive Highlights
  • Polite and professional tone throughout the call.
  • Collected the serial number accurately.
  • Provided a clear next‑step recommendation (replace router).
Agent Errors / Gaps
  • Did not follow standard troubleshooting protocol for a connectivity issue (no WAN/SSID checks, no TV configuration review).
  • Failed to verify whether the internet service was active before concluding the device was unusable.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent advised purchasing a new router without resolving the TV connectivity issue or offering any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic questions or troubleshooting steps were performed; agent jumped to end-of-life statement.
R3 Not Met Correct resolution path conf 90%
Agent relied solely on end-of-life status to stop helping, providing no best-effort out-of-warranty troubleshooting as required by policy.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms, ask relevant questions about TV/network setup, or determine root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent used internal product lookup tool to verify router status and end-of-support designation, which was appropriate for warranty/status determination.
T3 Met No misinformation conf 90%
Agent correctly stated the router is an older model with no further firmware updates and no technical assistance provided, consistent with EOL policy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call control but failed to set expectations, frame interaction, or guide through any process—abruptly declared device unsupported.
C2 Met Confirmed understanding conf 85%
Agent used simple, non-technical language and addressed customer politely ('ma'am'), adapting to non-technical tone.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent did not transfer call but did not take ownership to attempt solution; ended interaction after minimal effort.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested purchasing a new router as next step but gave no timeline or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
This was first contact; no prior case history to maintain or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this end-of-life situation within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy for customer's frustration or six-year device situation; response was transactional.
X2 Not Met Tone & rapport conf 85%
Agent followed rigid script and did not adapt to customer's confused, repetitive tone or confirm understanding.
X3 Not Met Overall experience conf 90%
Customer provided serial number and effort to take photo yet received no actionable help—effort was wasted.
Call Transcript11 turns · 11 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. [silence]
00:00
Speaker 1
Yes. Yes. My name is Coram. I'm just trying to hook the the network up to the TV and it's still I have it on this network on its on network connection test and it's been taking longer than two minutes for it to set up. I'm not sure if I should back out of it and try it again or Yeah, it was already set up. We just we It was working before. We just took the um Spectrum cable off. So we're just going to use the regular her smart TV.
01:00
Speaker 2
Hi. Thank you for calling Linksys technical support. This is Rio. How can I assist you for today? I'm sorry, uh, for the for the uh, you're trying to set up the Linksys device right? Uh, further, is this for the first time or it was working before?
01:00
Speaker 1
TV. So we're connecting the TV to the network. And I put in the, um, go ahead. Yes. Uh, where would I find that? Let me check. I turn my uh camera on. Oh, God. Okay. It won't be on any of the paperwork. Um, um. I can't get down on my knees, but I'm going to have to, yes. [silence]
02:00
Speaker 2
Okay. More. Okay. But you do have internet from Spectrum. Can you confirm to me what's the serial number for your Linksys device, please? And that would be at the bottom of the Linksys device there will be a sticker. You may try to take a picture of it, ma'am.
02:00
Speaker 1
I'll take a picture first, that might be smart. Yeah. OK. And you need, the serial number is one, four, Y, three, zero, J, zero, nine, nine, zero, two, six, eight, eight. OK.
03:00
Speaker 2
So you can just zoom it in. Mm-hm. I just take a look.
03:00
Speaker 1
Okay. I think she's been here about six years.
04:00
Speaker 2
just a while ma'am. How long have you been using this device Ma'am? I was able to check here the product that you have is already part of our oldest router. Meaning to say aside that we no longer manufacture this device, we no longer also provide technical assistance for this kind of router that you have: ma'am. Because the router that you have does not have any more firmware updates.
04:00
Speaker 1
OK, so I should, I need to get a new, um, new router. OK. OK. All right, let me, uh, work on that. Then, all right, appreciate your help. Thank you. Bye bye. Oh, I'm sorry, I thought I hung up.
05:00
Speaker 2
And uh troubleshooting might not work anymore. Uh that's the last, yes ma'am. That's the last option that I can offer to you. All right. Thank you so much, ma'am. You have a nice day ahead. Bye bye for now. Hello, ma'am. You can now release the line.
05:00