V2 Rubric Detail — a3d9c6d8-7f9d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 16:04
Duration
12m 44s
Contact
407-413-7915
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00137098
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support EA6900
⚠ 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

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall10.7% (-25.3)

V2 Grader Summary

The agent failed to troubleshoot a basic connectivity issue, provided technically inaccurate information (non-existent MBE 7077 model), and abdicated responsibility by redirecting the customer to Amazon. No diagnostic steps were taken, and communication inefficiencies increased customer effort, resulting in an unresolved case with no valid resolution path provided.

V1 Case Analysis

Customer unable to get internet from EA6900 router; device out of warranty. Agent confirmed warranty expiration and end-of-support status, then suggested purchasing newer models (MBE7077 or MX6200). No troubleshooting performed.

Troubleshooting Steps
  • Verified serial number
  • Checked warranty status
Key Observations
  • Agent did not perform any connectivity troubleshooting (e.g., power-cycle modem, check WAN IP, reboot router, verify cables).
  • Call shifted immediately to upsell without addressing the reported symptom.
  • Agent misstated customer's name ('Dennis') despite clear spelling from customer.
  • Agent used unclear phrasing (e.g., 'come on色 kind of keep it easy'), reducing clarity.
  • No self-help resources (KB articles, email guidance) were offered despite customer needing basic troubleshooting.
Positive Highlights
  • Correctly identified the customer's router model (EA6900) and serial number.
  • Accurately communicated the warranty expiration date and end-of-support status.
  • Offered specific newer Linksys models (MBE7077, MX6200) as possible replacements.
Agent Errors / Gaps
  • No diagnostic steps taken for the internet connectivity problem, violating basic troubleshooting protocol.
  • Failed to verify WAN/Internet status or suggest basic troubleshooting (reboot, cable check, modem test).
  • Did not create or reference a support case/ticket.
  • Provided only a sales recommendation instead of technical guidance or self-help resources.
  • Misstated customer's name ('Dennis') despite clear correction from customer, undermining professionalism.
  • Used garbled and unclear phrasing, reducing communication effectiveness.
  • Did not confirm customer's email correctly, indicating poor listening or transcription errors.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the connectivity issue or provide a valid resolution path; instead redirected to purchasing a new router without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 94%
No diagnostic steps taken despite reported 'internet light on but no connection' — no modem test, no WAN check, no reboot guidance.
R3 Not Met Correct resolution path conf 92%
Agent treated OOW status as reason to stop helping rather than offering best-effort troubleshooting (e.g., firmware, reset, ISP check).
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
No root cause analysis; skipped diagnostic process and jumped to warranty status and product recommendation.
T2 Not Met Appropriate tools / resources used conf 91%
Failed to use any tools (e.g., verify WAN status, check admin interface) that would be necessary for diagnosing a connectivity issue.
T3 Not Met No misinformation conf 95%
Recommended non-existent model 'MBE 7077' and falsely claimed it supports Wi-Fi 7; the KB lists MBE7000 and MBE7002, neither of which are Wi-Fi 7.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent initiated call structure and placed on hold, but lost control during repeated name/serial confusion and long silences.
C2 Partially Met Confirmed understanding conf 86%
Used simple terms but mispronounced customer name repeatedly and failed to confirm understanding, causing rework.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Abdicated ownership by redirecting customer to Amazon instead of attempting troubleshooting or escalation.
O2 Not Met Proactive follow-through conf 91%
Provided no specific next steps — only vague suggestion to 'check on Amazon' with no follow-up or timeline.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was basic connectivity, not requiring L2/L3 escalation.
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 88%
Used polite phrases but did not acknowledge customer frustration or time pressure ('I don't have much time').
X2 Not Met Tone & rapport conf 90%
Failed to adapt tone or pace to customer’s urgency and confusion; remained transactional and unresponsive to cues.
X3 Not Met Overall experience conf 94%
Customer repeated serial number and name multiple times due to agent errors; agent created unnecessary effort.
Call Transcript22 turns · 23 lines
Speaker 1
[silence] with fast Shble. Yes, ma'am. One second. I'm going to get my serial number off the device if you could just give me a second. Okay. How do we get to that? Let's see. Okay. So, Ooh. I'm going to use my flashlight here. Okay. So you, the serial number is one, three, H.
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. Hello. Thank you for calling linksys. This is Ice. How can I help you? Hello? Yeah, uh, I've got this problem with my linksys modem. It's not working, and um, internet light is on, but I'm not getting connected. And uh, tried to reset it once, but still got the same problem. Hmm. Could you please provide me with the, uh, serial number of the product that you've bought? I clipped it off from the back, but uh, I don't remember the serial number. Let me check here. It's something like this. TC43572398 guys.
00:00
Speaker 1
one three H 21 60 be as in Barry 505 667 I'm going to repeat it cause I had to put the phone put it back down. So let me just repeat it please. one three H 2160 b. 505 667. Can you repeat that please?
01:00
Speaker 2
[HUMAN_REVIEW] 0 all right I'll say again the serial number is 13H 160 B50 567 is that correct? 0 all right thank you uh check first on our system with regards to the serial number of your lynx router. Okay? 0 I'll check first the serial number of your lynx router before we proceed may I have your name? [silence]
01:00
Speaker 1
uh yes Denise D E N I C E but it may be under thereby okay thank you
02:00
Speaker 2
Hold on. I'll put you on hold for two minutes, okay? You're welcome.
02:00
Speaker 1
Yes, I'm here. Yeah? Okay, so it's probably going to be under one of two names. The first name, Denise, D E N I C E,
04:00
Speaker 2
Salamat. Okay, so. Your, can you spell again your name, ma'am?
04:00
Speaker 1
Myers, M Y E R S. and if we don't see that name Denice. Yes, ma'am. /e/correct. MJ. Yes. Possible time. Antigua A-N-T-E-U-A. At Hotmail. But there it's possible that this could be under another another name. Okay. So, are you asking me information to look back at records? Are you asking for current information now? Okay, so we
05:00
Speaker 2
[ silence ] your first name your first name is Denise D-E-N-I-S-E and your last name Meyers M-Y-E-R-S all right uh what about your email address that's that's fine I just need your uh active personal email Denise for current information since you're the one who [ silence ]
05:00
Speaker 1
No, no problem. So we're going to use a different email, the best email for currently. Alright, that's what I'm going to give you. Okay. So Denise is the my first and last name. So it's important that my name is spelled correctly. So my my first name is Denise. D-E-N-I-C-E. My last name is Meyers. M-E-Y-R-S. And my email address is D-E-N-I-C-E M-E-Y-R-S @hotmail.com.
06:00
Speaker 2
It's Dennis.
06:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] Yes, ma'am. Thank you very much. [silence] Yes, ma'am. Thank you. [silence] Okay. [silence] Correct. And I don't have much time, so please keep - - uh-huh. [silence]
07:00
Speaker 2
Charlie E for Echo, and your last name Myers, Mike. Why for yellow? Echo or for Rose, S? Denise Myers at Hotmail.com. All right, you're welcome. Thank you. Thank you for clarifying your name. Now, Denise, your linksys here's one is E690. that's the model number of your linksys. And you only have, yes. So apparently, Yes, I will just inform you. Denise, that your model E690 is already out of warranty. It's warranty status expire last March 29th, 2017. And apparently in our system this router is an old type of linksystem router that has already reach its life cycle phase, or it has ended in its life cycle phase. Its end of life was last August 26th, 2019, meaning we no longer manufacture or sell this type of router. As it's a very old router, it's using an older technology, and its end of support was last August 24th, 2014, meaning we no longer support this router because it's an old or really obsolete router from linksystem. So we can no longer provide you technical support or assistance with regards to these routers, but I can just send you a self-help article with regards to end of support routers because it's still have some [silence]
07:00
Speaker 1
Ma'am, ma'am. We can we can skip all of that. Ma'am we ma'am we can skip all of that because we've been having on internet connectivity issues with it. So my question is, how much is the new version of that model, of that not of that model, of that of that router, how much is how much are you charging for the new version? Okay, so I'm trying to ask you man. Okay, so listen, listen. I'm, ma'am. [silence]
09:00
Speaker 2
Come on色 kind of keep it easy. yeah色 Sure.mmmhmm色 wellcolor color You don't color have color any color new color version of color this color router. color As color I've said, color it has reached its end of life color last 2019. So we no longer manufacture color it. We no longer let me explain please, let me explain. We no longer manufacture this type of router, but we have the latest Lynsis Router that are using newer technology, which is not the same as this EA6900. Because the EA6900 is using an older technology, but we have newer Lynsis Routers that's using our newer technology. So you can just
09:00
Speaker 1
So, ma'am, that's what I'm asking you. Yes, that's what I'm asking. I'm not asking for, I know you don't service that. It's old. I'm asking for the new router. Whatever it is that's new, how much are you due charge for the new router? Okay. Yeah. Okay, so can you tell me the So can you give me the model that is consistent with what I need here? That would be the I'm just wondering if we can. target continuity in relation to what I need.
10:00
Speaker 2
Uh, upgrade your router to that newer Linksys router. Okay. Mm-hmm. Dad, I cannot provide you the specific price because, uh, I'm a technical support. I'm not a sales support from Linksys, but you can check on Amazon because it's one of our authorized online sellers. You can check on Amazon because the the prices of Linksys router vary depending on the model. So you have to check, uh, on Amazon. Well, you can if you want the latest, uh, Linksys router with the latest Wi-Fi technology, I recommend MBE 7077. [silence]
10:00
Speaker 1
[KEEP_UNCERTAIN] Okay. [silence] Okay. Okay. So I need for that to be repeated for both of them, but I'm missing what you're saying in the beginning. Are you saying two letters and then Mary SS and Sam? Is that what you're saying? Okay. Okay. Yes. Yes. Mhm. Mhm. Mhm. Mhm.
11:00
Speaker 2
the first one mbe m for Mike, p for boy, e for Edward and then 7,000, 7,000 that's the latest Lenix that's using the latest Wi-Fi technology which is Wi-Fi 7 and the other one if the MBE 7,000 is not available on Amazon, you can use uh oh check the m-x m for Mike x for x-ray 6 200 6 200
11:00
Speaker 1
Got it. Okay. Thank you so very much, ma'am. Appreciate it. Okay. Sounds good. Thank you so much. Thank you. Bye-bye. [silence]
12:00
Speaker 2
So it's a latest links is rather we have which is using the Wi-Fi technology, Wi-Fi six, But if the, yeah, Denise, if the, if this uh, model of links is rather it's not available, you can just, uh, consider other MX series. As so long as their MX series links is rather, they're still up to, or the newer technology Wi-Fi technology we have. Well. You're welcome. Thank you for calling me. Denise, and take care, have a great one.
12:00