V2 Rubric Detail — affaba92-5f4c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 13:04
Duration
7m 27s
Contact
Mollie Cooper
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132012
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all troubleshooting and provided no technical assistance, directing customer to purchase new hardware without validating the failure mode.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to perform any diagnostic steps, provided factually incorrect information about the E2500’s support status, and immediately recommended a new purchase without empathy or ownership. No troubleshooting, escalation, or best-effort support was offered, leaving the customer with no resolution.

V1 Case Analysis

Customer reports E2500 router dead (no LED, no internet). Agent identified model, stated device is end-of-life, and recommended purchasing a new MX2000. No troubleshooting performed; issue remains unresolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not perform any basic troubleshooting (power check, reset, LED verification).
  • Warranty status was never verified despite the device being out of support.
  • Only a hardware replacement recommendation was given, with no attempt to diagnose the current unit.
  • Customer expressed inability to research replacement options online, which was not addressed with alternative support paths.
Positive Highlights
  • Correctly identified the product model (E2500) at [03:00].
  • Accurately stated the E2500 is end-of-life and no longer supported [05:00].
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to collect a valid serial number.
  • Skipped standard troubleshooting flow for a non-functioning router.
  • Did not verify power or WAN connection before declaring the device dead.
  • Provided no actionable steps other than purchasing a new router.
  • Did not offer any self-help resources (e.g., KB article, email with instructions) after stating the E2500 is unsupported.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent recommended purchasing a new router without attempting any resolution or troubleshooting steps for the reported issue (no power light, no internet).
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were performed (e.g., power cycle, check power adapter, verify connections); agent immediately declared device end-of-life and suggested replacement.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly stated the E2500 is 'end of life and end of support' and refused troubleshooting, failing to provide best-effort support for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent did not ask any diagnostic questions about power source, LED behavior, or connection status before concluding the device was dead.
T2 Not Met Appropriate tools / resources used conf 96%
Agent claimed to 'verify and check in our end' but provided no evidence of using any tool; the assertion that the E2500 has no support is factually incorrect.
T3 Not Met No misinformation conf 97%
Agent stated the E2500 is 'end of life and end of support' — this is materially inaccurate; the model is out of warranty but still has public KB support and firmware updates.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set clear expectations, abruptly shifted to a sales recommendation, and did not maintain control or structure in the interaction.
C2 Not Met Confirmed understanding conf 94%
Agent used no plain language adaptation despite customer confusion between modem/router; provided no comprehension checks or simplified explanations.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — instead of troubleshooting, redirected customer to buy new hardware without exploring solutions.
O2 Not Met Proactive follow-through conf 96%
Only next step offered was 'look for MX2000 on Amazon' — no timeline, no assistance, no alternative path forward.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent failed to escalate despite lack of troubleshooting and customer inability to access internet; warranted escalation to higher-tier support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy, did not acknowledge customer frustration or difficulty, and remained transactional throughout.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace to customer’s confusion; used a flat, unresponsive delivery despite customer’s repeated expressions of helplessness.
X3 Not Met Overall experience conf 96%
Customer was forced to purchase new hardware; agent added effort by refusing to troubleshoot or provide any actionable fix.
Call Transcript12 turns · 14 lines
Speaker 1
Oh. [silence] Hi, Regina. My name is Molly. I have one of y'all's little, um, what is it,
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your 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. link sys.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. To hear more about your service options, press two. Please have your devices serial number and contact information ready. If unavailable, kind. support option may be available depending on the issue. Hi, thank you for calling linksys. This is Regina, what I hold here today.
00:00
Speaker 1
just called, called a router or a, not the router, the little, the little box that brings a, Modem and there's a router. I get the two confused. This is the smaller. This is y'all's, y'all's little thing. But the light's not coming on. I'm not getting internet. I talked to the cable company last night. They said, they gave me your number. They said I might need to call you. My question is, if this was working, should there not be a little light lit up, like a green light on the back? I can give you the serial number um if you need that. I have it right here. I think so. I don't know. My son put this in for me. He may have called y'all just a little while back. Yes. I.E. Cooper, C-O-O-P-E-R. 985-320-9001 is Molly M-O-L-L-I-E-H-N-T@yahoo.com I'm sorry, what was that? Yeah, I have the serial number here and the model number, now on the back of it. Do you need that? 985-320-9001, okay. One-0 a as an apple 3 4.
01:00
Speaker 2
Could you provide me with your first initial? last initial? last name? Call back number? the best way to reach you? How many links is router do you have? Can you please provide me with a serial number of your?
02:00
Speaker 1
[silence]
03:00
Speaker 2
Okay, so the model number of your Linksys device is an E2500. And who is your Internet service provider? Okay. Now, before we proceed, Molly, I really need to set an expectation regarding our [silence] the status of your Linksys router.
03:00
Speaker 1
Oh, okay. So, it is definitely dead. Okay, that's what I needed to know before I went any further. I wanted y'all to check it to see if it was maybe the cord I'm plugging it into the wall with, if it's the router itself. Um, I you know, when I googled it, it said it could be the cord that I'm plugging into the wall is bad, maybe I could buy a new one of those, but you actually are you're able to check it to see if it's definitely the router on your end. [silence]
05:00
Speaker 2
Okay, so regarding with that, when I try to verify and check in our end, Molly, it shows that your router is now, it's reached, it's end of life and end of support, so I highly recommend that it's time for you to do an upgrade or purchase a new one. [silence]
05:00
Speaker 1
okay okay okay how much does that run? okay I can't get on do you know how much that cost? you don't know. okay because I don't have internet
06:00
Speaker 2
Yeah, but as much as I really want to help you, as of now, we are no longer manufacturing this kind of type router model. So that's why there's no available resources that we can use to troubleshoot this device. That's why I highly recommend to do an upgrade or to purchase a new one. You can actually look for an MX 2000, Molly. And feel free to call us back so that we can assist you to set up the product. So MX 2000. You can actually purchase it to Amazon. So check it, search it online and you can actually purchase it to Amazon. And look for MX 2000. Regarding with the I'm not really, uh, guarantee that if I can provide the exact price of the router. [silence]
06:00
Speaker 1
I can't get online that right now. Alrighty. Thank you for your time. Need to. Allison.
07:00
Speaker 2
Okay, you're welcome, Molly, and have a great day. Bye. And you may now end this call for me, thank you. [silence]
07:00