V2 Rubric Detail — b65aa084-793f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 13:36
Duration
8m 31s
Contact
Sandy
Issue Type
Firmware Update
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#EOS00135951
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall21.1% (-14.9)

V2 Grader Summary

The agent correctly identified the router as end-of-life and suggested replacement (R3 Met), which is the best available outcome, but performed no troubleshooting (R2 Not Met) and provided no clear next steps or follow-up (O2 Not Met). The agent failed to take ownership (O1 Not Met), guide the call (C1 Not Met), or communicate effectively (C2, X2 Not Met), resulting in an ownership gap outcome despite technical accuracy on the product status.

V1 Case Analysis

Customer has an unsupported Cisco EASN 900 router (serial: 12310C8 88208984). Agent confirmed end-of-life status and no firmware updates available. Provided incorrect support URL (support.linksis.com) and no troubleshooting steps. Recommended MX6200 or LN1600 as replacements but offered no purchase guidance or follow-up path.

Troubleshooting Steps
  • Verified serial number
  • Checked internal product database for support status
Key Observations
  • Agent provided an incorrect support URL: 'support.linksis.com' (not a valid Linksys domain).
  • Agent misidentified the device as a Cisco product without confirming it is a Linksys model.
  • No basic troubleshooting steps (power cycle, WAN check, local login) were performed despite the customer reporting intermittent connectivity.
  • Agent did not collect or verify warranty status, model number, or create a case number.
  • Call ended without offering a concrete next step, escalation path, or follow-up.
Positive Highlights
  • Correctly identified that the device is end-of-life and no firmware updates are available.
  • Provided specific newer Linksys model numbers (MX6200, LN1600) as possible replacements.
Agent Errors / Gaps
  • Provided incorrect support URL (support.linksis.com) — violates ACCURACY and PROTOCOL.
  • Misidentified the device as a Cisco product instead of verifying it as a Linksys model — incorrect product identification.
  • Failed to perform basic troubleshooting steps (power cycle, WAN check, local login) before declaring the device end-of-life — violates standard protocol.
  • Did not collect or verify warranty status, model number, or create a case number — major PROTOCOL failure.
  • Offered product recommendations without providing a support path or operational closure — poor RESOLUTION and PROTOCOL.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent correctly identified the router as end-of-life and suggested replacement models (MX6200, LN1600), which is the best available outcome for an obsolete product, but did not confirm whether basic troubleshooting could temporarily mitigate the intermittent disconnects.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed — no reboot, no firmware version check, no admin interface lookup, and no diagnostic validation before concluding end-of-life status.
R3 Met Correct resolution path conf 95%
Agent correctly determined the EA9500 is end-of-life (per KB: EA series is legacy; no further firmware updates) and advised replacement with current models (MX6200, LN1600), which aligns with support policy for out-of-support devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not ask any diagnostic questions (e.g., LED status, connection type, frequency of outages) and jumped directly to end-of-life conclusion without narrowing root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used — agent did not direct customer to access http://192.168.1.1 or http://myrouter.local to check firmware version or logs, which would have been appropriate even for EOL devices to confirm current state.
T3 Partially Met No misinformation conf 85%
Correctly stated the EA9500 is end-of-life and unsupported, and recommended valid current models (MX6200, LN1600). However, the agent misidentified the brand as 'Cisco LCS' (should be Linksys) and provided vague purchase guidance ('check Amazon').
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked clear framing, had long silences, and the agent did not guide the conversation or set expectations; failed to manage transitions or maintain control of the call flow.
C2 Not Met Confirmed understanding conf 85%
Agent used filler language, mispronounced product names ('Cisco LCS'), and did not check the customer’s understanding or adapt to their frustration about Spectrum and service instability.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership; after giving a suggestion the call ended without any commitment, follow-up plan, or case documentation.
O2 Not Met Proactive follow-through conf 90%
No next steps, timeline, or follow-up were provided; customer left with only general shopping advice and no clear path forward.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for an end-of-life hardware question with no support path beyond replacement.
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 80%
Agent offered a brief apology at the end ('I'm so sorry for that'), but overall showed little empathy and did not acknowledge the customer’s frustration, history, or repeated effort.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt tone or pace to the customer's frustration; communication remained flat, generic, and transactional without engagement or comprehension checks.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number and model information; the agent did not streamline the process or reduce effort, creating unnecessary friction.
Call Transcript15 turns · 16 lines
Speaker 2
Welcome to linkses 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.linksis.com for more information about your product. Okay. Hello, thanks for calling linkses technical support. This is charm. How can I assist you with today? Charm Charm. Yes. Charm.
00:00
Speaker 1
Okay, um, got I didn't I didn't unhook it and bring it in here, but this is what I wrote down. It says it's a Cisco LCS, uh, EASN Edward 900. And I've had it for a while. Um, and then the serial number is are you ready? Okay, so the serial number is 1 2 3 1 0 C like Charlie 8 8 2 0 8 9 8 4. And and then there's something else called a M A C address.
01:00
Speaker 2
let's see alright yes can you provide the serial number and the model number you yes thanks thank you alright got it alright
01:00
Speaker 1
Yeah. Well, here's the deal. It's been going out in my service, my cable service and internet service is through, uh, Spectrum. And they, and one of the gentleman there referred me to you because he said there's something called uh, an update to firmware that I might need, I might not have gotten, which is probably true, because a friend had gotten me this, and I don't even, I don't even know if I have the paperwork on it. I've had it for years now. So, uh, but I hate to, I I really don't like Spectrum, but that's what I have. So, uh, uh, the only alternative was, you know, to go ahead and go into the store and, uh, get a new router, which charge, they charge you $10 a month for.
02:00
Speaker 2
thank you so much for providing me with the information, please bear with me for a moment I know it's probably the router
02:00
Speaker 1
It's been excellent. I don't wanna use their equipment. Spectrum. Oh, okay. Yeah, because um, how how how old how old is this this unit that that I have?
03:00
Speaker 2
Oh I see. I see. All right, thank you so much for that. One. Okay, let me take a look at this one, and also let me know who is your internet service provider. Uh, well it depends on the spectrum. All right, one moment here. Okay, so let me double check here. Right, so based on the information that I have here, ma'am, with this router that you have, um this router ma'am was already part of our end of life and the support device. It means that there is no updated firmware or software update for for this router anymore, ma'am. So, mm-hmm, yeah, it means it's already out.
03:00
Speaker 1
Oh, yeah, I know. Oh, really? Uh, no, I think it's older than 22 because I I've had it up there for, I don't know. I think I think at least eight years. Oh, yeah. Okay. 2022 is when the support for it ended. Right? Okay. Okay. All right. Now what do I now what do I do? Right. Okay. So, okay, I, and I understand that now. So, so I, you, you mean I have to now, because I, it's not supported anymore, I have to go with, I keep on unplugging it and giving it a rest and then plugging it in, but then it all day yesterday was out. And, but this morning it was okay again. So I, so I don't, I don't know. So does that mean I either go and get a, a, a, a, um, spectrum router and pay that every month or I can get, I, I can buy a new product through you, like go to Best Buy or something.
04:00
Speaker 2
Yeah. Mhm. for example you can purchase fromրան a new router Nest. This if you want, you can try to check on your local. [silence] the provider mhm. so you can see that they have [silence] the model of the new router.
05:00
Speaker 1
What's the what's the current one that you would suggest from Cisco systems? Okay? Mx 6220. Okay? ln 1600. Okay? I can go to Best, I can go to Best Buy because I amazon has killed all the stores. And you know what I mean? We don't have a choice and and I don't like to use them, so I don't like to support amazon. I might be the only one in the world, but you know, I mean, yeah, all right, because even when they sell your stuff, they're taking a cut from you. [silence]
06:00
Speaker 2
Let's go to stores and also try to check on Amazon website, there are available for outer. I can provide you some model numbers, one is mx 6200. Yes, and also the LN 1600. Yes, that's the latest router.
06:00
Speaker 1
So, you know what I mean? So that's, it's not good all the way around, but people go with them because it's easier and it's cheaper. They think. Anyway, okay. Well listen, so there's nothing else that you can do for me and I I guess the only thing I can do is go over to Best Buy and uh, you know, and enjoy my, yeah, enjoy my router as long as I can Like this morning, it's working. So I uh, until I find another one. I guess it must overheat or something. I don't know what it is. Uh huh. Right, and it says, it says, uh, it says, uh, weak security and, and, and then it just goes, Yeah. Okay. All right. Well, thank you, you've been really helpful. I I don't know how you can work with all those people shouting.
07:00
Speaker 2
Yeah you need to purchase [ silence ] since there's no software updates ma'am but that happened it keeps on disconnecting to your router or to your modem. Yeah. [ silence ] We need to connect to the Wi-Fi first and then we'll access the router.
07:00
Speaker 1
No, no, no. I feel bad for you. I used to work in an airline many, many years ago, and we were in a like a little quad of four people and uh taking phone calls, and and and that was it it it's it's difficult. So anyway, you have a you have a great day, okay? Okay, bye bye.
08:00
Speaker 2
I'm so sorry for that. Okay. Yes, have a good one also ma'am. Bye for now.
08:00