V2 Rubric Detail — b5104bf8-822b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 22:06
Duration
7m 15s
Contact
678-756-5440
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol4.00/5
Efficiency4.00/5
Overall3.9/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp4.29/5
Overall37.9% (-40.1)

V2 Grader Summary

The agent correctly identified the E2500 as out of warranty but failed to conduct any troubleshooting or provide best-effort support, leaving the customer’s internet issue unresolved. Communication was courteous, but ownership was abdicated by not attempting diagnostics on an OOW device. No critical failures (e.g., abandonment, discourtesy) triggered auto-zero.

V1 Case Analysis

Customer using E2500 (EOS product). Confirmed ISP service works via direct modem-to-laptop connection. No troubleshooting performed per policy. Offered to email self-service setup instructions and recommended upgrading to a supported model.

Troubleshooting Steps
  • Confirmed internet works directly from modem to laptop
Key Observations
  • Agent correctly identified E2500 as end-of-support and followed proper protocol for EOS products.
  • Agent confirmed upstream connectivity by verifying direct modem-to-laptop connection works, isolating the issue to the router.
  • Agent offered appropriate next steps: email with self-service instructions and upgrade recommendation, which is the correct resolution path for EOS products.
  • Agent collected full customer contact details to enable follow-up email delivery as required by policy.
  • Agent did not perform troubleshooting, which is correct for an EOS product per KB guidance.
Positive Highlights
  • Correctly identified the problem was isolated to the router by confirming modem-to-laptop connectivity works.
  • Accurately determined the E2500 is end-of-support and properly declined live troubleshooting per policy.
  • Offered to email self-service instructions, which is the correct resolution path for EOS products.
  • Collected full customer contact details to enable follow-up email delivery.
  • Recommended upgrading to a supported model, providing a clear path forward for the customer.
Agent Errors / Gaps
  • Mispronounced 'Linksys' as 'Linux' and 'Lexus' multiple times, which could cause confusion despite context.
  • Incorrectly referred to 'Kyle active support' — likely a garbled version of 'active support' or a name mix-up, creating unclear messaging.
  • Stated 'support of this router already ended last 2022' — while E2500 is indeed EOS, citing a specific year without verification may be misleading if not officially documented.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent informed customer the E2500 is out of warranty and suggested buying a new router; no internet service was restored despite modem-to-laptop connectivity being confirmed.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, WAN port check, firmware verification, etc.) were performed before concluding the case; agent relied solely on warranty status.
R3 Not Met Correct resolution path conf 96%
For an out-of-warranty device, agent should have conducted best-effort troubleshooting per rubric but instead dismissed the issue with 'support ended' and offered only self-help options.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify specific symptoms beyond 'no internet', asked no diagnostic questions about configuration or setup, and failed to determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (admin UI access, remote diagnostics, speed tests) were used or suggested, despite the need to validate router configuration or connectivity.
T3 Met No misinformation conf 99%
Agent correctly stated that the E2500 is out of warranty and no longer supported, which aligns with product lifecycle documentation.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent introduced themselves and collected contact info but failed to set clear expectations for troubleshooting or explain next steps beyond the warranty statement.
C2 Partially Met Confirmed understanding conf 89%
Communication was polite and basic but repeated the customer's email address multiple times due to mishearing/ASR issues, indicating some difficulty adapting to the customer's pace.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent remained on the call and committed to sending an email, but abdicated ownership by not attempting any troubleshooting on an OOW device where best effort was expected.
O2 Met Proactive follow-through conf 96%
Agent clearly stated that an email with setup instructions would be sent within 2–3 minutes after the call, providing a concrete next step.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; the situation did not meet escalation triggers (e.g., hardware fault, repeat contact, legal risk).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent remained polite, used courteous language, acknowledged the customer, and ended the call professionally despite limited resolution.
X2 Met Tone & rapport conf 92%
Agent matched the customer's factual tone, avoided technical jargon, and maintained engagement through information gathering.
X3 Partially Met Overall experience conf 88%
Customer had to repeat personal information (email address) several times due to agent’s mishearing or ASR error, creating avoidable repetition and friction.
Call Transcript16 turns · 16 lines
Speaker 1
No way. Uh, yes, I just got off the phone with Spectrum. Uh, we're not getting Wi-Fi service in, in, at this address. And, um, they've tried several things. They've reset the modem. Uh, they reset the router. Um, and then he tried a few other things and all, and then we disconnected the router,
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. [silence] Thank you for calling Linksys. This is Kyle, how may I help you? [silence]
00:00
Speaker 1
Connecting it to a laptop, and then the laptop was able to go into the Internet. Before that, there was no service at all. So, the router that we're using is, well, hold on a minute. I'll tell you. Is a Cisco Linksys E2500. Yes, straight from the modem to the laptop. That is correct. Her phone number is 706-546- CODE.
01:00
Speaker 2
okay all right so um without the e2-5000 the Internet works fine straight to the modem right okay okay okay so before we continue let me just create a record for this can you have your phone number
01:00
Speaker 1
Good. Well, that's not phone. I'm on, but that's her her cell phone. [silence] That is correct. Her first name is Jane, J-A-Y-N-E, and her last name is McClusky, capital M-C, capital C-L-U-S-K-E-Y. I'm sorry. [silence] That's correct. Yes. Hold on a minute. Dunno.
02:00
Speaker 2
Again, seven zero six five four six nine seven seven seven, correct? How about your first name and last name? Again, McCluskey, correct? That's M-C, and then C-L-U-S-K-E-Y, correct? Okay, how about email address? [silence]
02:00
Speaker 1
OK. Krower, K-R-E-W-E-R Mccluskey, M-C-C-L-U-S-K-E-Y, at BellSouth.net, mm-hmm.
03:00
Speaker 2
Yes, I'm sorry. Could you repeat that? Ma'am. Your email address. Okay, and last name, right? Okay, thank you for that... um information. Again, the email address is um K-R-E-W-E-R and then
03:00
Speaker 1
Yes. That is correct. That is correct. That is correct. Okay. [silence] Uh-huh. [silence]
04:00
Speaker 2
Yes. Last name is? Clauskey, at boss off dot et. And the Linux router that you have, is an E2500? Yes. Okay. Okay. Uhm. And your problem right now is you don't have internet connection using the Linux device? Yes. OK. Sir, before we start for any troubleshooting, let me just inform you about the status of your Linux router. It shows here in our system, that this router that you have, the E2500, is already out of warranty, and then also one of our end of support products. Okay. That means Lexus will no longer provide any technical assistance. Okay. What we can do here, what we can only do.
04:00
Speaker 1
okay, so if if this is no longer serviced, do we need to upgrade to a new router? Yeah. Okay.
05:00
Speaker 2
That is your option, sir. If you want to upgrade this router, because actually, this router, sir, has been already released in the market for like around 10 years already or more than that, okay. Uh-huh. The actually, uh, this router, it, um, it's been already, um, uh, there is no more, um, Kyle active, um, support for that. So I just checking if I saw that. uh, please email that you that you got. Now, can you tell me your name and you address? Um, okay. Because steel, um, I need that information as our as for our email policy. Okay, I'll just put it up on the second one. Um, you can try it and see if I can put, um, you put my number here, uh-huh. Say at my use my use my name, Sirreko Pueva as an order.
05:00
Speaker 1
Okay. All right. So we have to buy a new router is what you're saying. Okay. All right. Okay. That's all.
06:00
Speaker 2
support of this router already ended last 2022. Um that is your option so if you want to upgrade and if you want to replace okay. But for now, if you wanted to use this device, again, uh what we can offer is our AI tool. It can be found on our website support.linksys.com. And also, I will send you an email and with instructions on how to set up this router. Okay, so just wait for my email two to three minutes after we ended our call, okay? All right. Is there anything else?
06:00
Speaker 1
Okay. All right. Thank you. You too. Bye.
07:00
Speaker 2
all right so thank you for calling link research this is Carla I'll be sending you now an email okay you can check it after two to three minutes thank you have a good day you welcome goodbye
07:00