V2 Rubric Detail — a66e0fe2-74cd-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 21:50
Duration
8m 34s
Contact
Lucy Zanoka
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135416
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E2500 - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-35.7)

V2 Grader Summary

The agent never performed any meaningful troubleshooting for the customer's internet issue on an old E2500 router, gave vague and inaccurate advice, and offered only to email instructions without a clear timeline. No empathy, proper communication, or ownership was demonstrated, resulting in an unresolved call.

V1 Case Analysis

Customer reported internet issues after modem replacement with E-2500 router. Agent confirmed the device is outdated and unsupported, offered to email instructions, but did not verify email or perform troubleshooting. Issue unresolved.

Troubleshooting Steps
  • Collected router model and serial number
  • Informed customer the E-2500 is an outdated, unsupported model
Key Observations
  • Agent did not perform any standard troubleshooting (e.g., power cycle modem/router, verify WAN connection, check physical cabling).
  • The instruction 'format it and reinstall' is technically inaccurate and misleading — routers do not support formatting; this likely refers to a factory reset but was not clarified.
  • Customer's email was captured incorrectly (as 'Lucy Ennzo') and never confirmed, making the promised follow-up unreliable.
Positive Highlights
  • Accurately collected and confirmed the router model (E-2500) and serial number (1083D6F6921687) (transcript [03:00]).
  • Correctly identified that the E-2500 is an older model with limited or no firmware support, aligning with product lifecycle expectations.
  • Offered to provide follow-up instructions via email, showing intent to assist beyond the call.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting steps (transcript [01:00]-[02:00]).
  • Provided technically inaccurate advice: 'format it and reinstall' is not a valid procedure for a Linksys E-2500 router. The correct action would be a factory reset followed by setup, but this was not specified (transcript [05:00]).
  • Did not verify the customer's email address after mishearing it as 'Lucy Ennzo' instead of 'lucyennz05@gmail.com' (transcript [06:00]-[07:00]).
  • Did not confirm whether the issue was resolved or if the customer could access the router interface before ending the call.
  • Did not follow standard protocol for case documentation or create a HappyFox ticket.
  • Prematurely declared the device unsupported without checking for any available firmware updates or confirming current settings.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never got the internet working; only said the router is out of support and suggested replacement.
R2 Not Met Diagnostic thoroughness conf 94%
No troubleshooting steps were performed beyond asking for model/serial; no power‑cycle, WAN check, or firmware verification.
R3 Not Met Correct resolution path conf 92%
Agent dismissed the issue as unsupported without confirming warranty or attempting best‑effort troubleshooting; only offered to send instructions and replace.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms, ask diagnostic questions, or narrow down a root cause.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (remote session, admin UI, speed test) were used even though the scenario required them.
T3 Not Met No misinformation conf 90%
Agent gave vague/inaccurate advice ('install it, format it and reinstall') and claimed no firmware exists, which is misleading.
Communication
C1 Not Met Clear & professional language conf 88%
Call lacked clear framing, expectations, or structured flow; agent jumped between topics and ended abruptly.
C2 Not Met Confirmed understanding conf 87%
Agent used confusing language, did not check customer understanding, and did not adapt explanations to the customer's level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on the call and promised to email instructions, but did not actively try to resolve the problem.
O2 Partially Met Proactive follow-through conf 84%
Agent gave a next step (email instructions) but provided no timeline or detailed follow‑up plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted.
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 90%
Agent offered no empathy or acknowledgment of the customer's frustration.
X2 Not Met Tone & rapport conf 88%
Agent did not adjust tone or pace; communication remained flat and confusing.
X3 Not Met Overall experience conf 89%
Customer had to repeat serial/email information; agent repeated it incorrectly, adding unnecessary effort.
Call Transcript16 turns · 17 lines
Speaker 1
Welcomes. [silence] Lucy Zwamuka. Yes. So I just—we've been having some problems with our internet
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call. This call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. My name is Nathan. May I know who I'm speaking to? Lucy San Oko. All right. How can I help you, Lucy? [silence]
00:00
Speaker 1
and, I, we, got a new, a modem, because we, thought that was the issue, but, I'm, still, having, problems, so, I, was, given, this, number, to, uh, uh, Cal. Um, uh, uh, surfboard. spectrum. [silence] It, says, it, says, uh, where, do I, find that? Uh.
01:00
Speaker 2
it's a shortboard shortboard sb 9, 1, 0. Tell me the model. SB is in the shortboard underneath or on the side, there should be a number in there. you don't see? [silence] Sorry, what is your internet provider? It's AT&T.
01:00
Speaker 1
Yeah. It's blue? four, LAN, LAN ports and then one for cable, one for power. Uh, no, it does not. And I, I've had it plugged into the link flea router. Earth. Yeah. yes anything yeah connected to the port was his internet
02:00
Speaker 2
I can't see anything. That is right. Then with the color of the light. Blue. At the back of the modem. How many ports or sockets do you see? Sir board has a Wi-Fi. All right. So from the sorkboard, we connected it to LAN 1, number one, right? Four. Therefore, okay. And then in the linksys. Tell me the where is it connected? All right. Good. Good. Tell me the model and serial number of your linksys.
02:00
Speaker 1
The model is E-2500 and the serial number is 1-0-8 3-D-6-F-6-9-216-8-7. What was that? Yes. I believe so.
03:00
Speaker 2
say check it out. Can we take a look? E2500, right? The model is E2500. Hmm. How long have you had this router? Quite some time. Hmm.
03:00
Speaker 1
M. Like you don't see the model anymore. Maybe I'm... [silence]
04:00
Speaker 2
me stay with me yes I cannot see it anywhere no the model itself is I I got it this is a very old model hmm all right and it is already end of support and heavy you select after you opt you okay stay with me let me find a solution on this one
04:00
Speaker 1
Oh, it's a sea, as in cat.
05:00
Speaker 2
Can you repeat the serial number again? Let me read it and correct along the way. 10a as in apple, 30d as in dog, 65 is it d Alright, okay. Alright, I got it. Alright. The device is no longer supported by firmware or cell spectrum, but it is possible for this to work. You just need to install it, uh format it and reinstall. That is the
05:00
Speaker 1
Sure. It should be, yes, it should be LUCY, and then ANNZN zero five at gmail.com.
06:00
Speaker 2
possibility that 100 it works if it doesn't work you need to replace it um since this is already out of support and we don't have any firmware to make this work I will send you the instruction on what to do you can try it and if it doesn't work you need to replace it can we have your email again Lucy I will send you the instruction detailed instruction step by step you have an email [silence] Atter Lucy can we have it again L U C Y E N N Z O.
06:00
Speaker 1
there's no O yes yes okay okay thank you all right thank you all right bye
07:00
Speaker 2
ad just not 100 $50 to $70, please don't spend much on the router. Router have a life of around average five years. But I'll send you the instruction after the call. Is that okay? [silence] All right then. Thanks for calling Lizzie. apologies I cannot help you and this one is already very old and may not work, but I will send you the email that I assure you. And thank you for the call. My name is Nathan and I stop. Good afternoon. Bye bye Spelana.
08:00