V2 Rubric Detail — c2cc99cc-7ae7-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 16:12
Duration
7m 1s
Contact
Giovanni Giambanco
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00136372
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: INTERMITTENT CONNECTIVITY.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided all troubleshooting and incorrectly declared the EA8300 end-of-support, directing the customer to buy a new router without validating the claim or attempting any resolution steps.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to troubleshoot a common TV buffering issue, incorrectly claimed the EA8300 is end-of-support (contradicted by KB), and offered no meaningful assistance. No diagnostic steps were taken, and the customer was dismissed with a generic upgrade suggestion, resulting in an unresolved case with clear avoidance of support duties.

V1 Case Analysis

Customer reported TV buffering on EA8300 router. Agent incorrectly stated the device is end-of-life and no longer supported, offered no troubleshooting, and failed to collect email for follow-up. Call ended without resolution.

Troubleshooting Steps
  • Collected serial number (21P10T6A823880) and correctly identified model as EA8300
  • Incorrectly informed customer that EA8300 is end-of-life and no longer supported
  • Offered to send a generic article via email (email not captured)
Key Observations
  • Agent provided materially incorrect technical information: EA8300 is NOT end-of-life and supports firmware updates via Linksys Smart WiFi interface (universal_firmware_update.md).
  • No troubleshooting steps were performed for TV buffering despite clear KB guidance (universal_streaming_diagnostics.md).
  • Agent failed to collect customer email before promising to send an article, rendering the next step invalid.
  • Customer expressed frustration and disconnected, indicating a breakdown in support handling.
  • Agent misheard customer's name and serial number initially but eventually corrected model number to EA8300.
Positive Highlights
  • Agent eventually correctly identified the router model as EA8300 after initial confusion.
  • Agent maintained a polite tone despite customer frustration.
Agent Errors / Gaps
  • Incorrectly stated EA8300 is end-of-life and no longer receives firmware updates (contradicts KB).
  • Failed to perform any diagnostic steps for TV buffering (e.g., ISP speed test, router reboot, wired connection test, QoS check).
  • Incorrectly communicated warranty and support eligibility, leading customer to believe no support is available.
  • Did not verify or collect customer email before promising to send a helpful article, resulting in an unfulfillable next step.
  • Poor call control: misheard customer inputs, repeated questions, and failed to manage customer expectations.
  • Allowed call to end without establishing a valid resolution path or confirming customer understanding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the EA8300 is end-of-support and offered no resolution path beyond purchasing a new router; no troubleshooting or configuration fix was attempted.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken (e.g., speed test, signal check, QoS, or wired connection test) despite a clear buffering issue that is typically resolvable.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly claimed the EA8300 no longer receives firmware updates — per KB, EA series routers like the EA8300 still receive updates; dismissed customer with upgrade suggestion instead of providing best-effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No symptom analysis or root cause investigation; agent skipped diagnostics entirely after identifying model, jumping straight to unsupported end-of-life claim.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent did not guide customer to router UI, run a speed test, check QoS, or verify connection type, all of which are standard for streaming issues per universal_streaming_diagnostics.md.
T3 Not Met No misinformation conf 97%
Agent provided materially incorrect information: EA8300 is not end-of-support; firmware updates are still available for EA series per universal_firmware_update.md.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: repeated miscommunications on name/serial, no framing of process, no control during confusion, abrupt closure.
C2 Not Met Confirmed understanding conf 94%
Agent failed to adapt to customer’s frustration or clarify misunderstandings; used robotic repetition instead of active listening or simplification.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disowned the case by declaring it out of support without verification, offering only a generic article instead of hands-on help.
O2 Not Met Proactive follow-through conf 95%
Vague promise to 'send an article' with no confirmation of email, timing, or content; no clear next steps or ownership of outcome.
O3 Not Applicable Closure confirmation conf 90%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted — issue was within L1 scope but not pursued.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for customer’s frustration over $150 device 'failing' in under three years; response was dismissive and transactional.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust pace or method despite clear customer confusion and repeated spelling difficulties, leading to increased frustration.
X3 Not Met Overall experience conf 96%
Customer had to repeat serial number multiple times due to poor listening/ASR; received no actionable help, increasing effort unnecessarily.
Call Transcript10 turns · 10 lines
Speaker 1
Hi Regina. I have a your 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. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Hi, thank you for calling Linksys. This is Regina going to help you today. So you're experiencing a buffering issue with your TV? Uh, yes. Um, what I'm doing is, um, I'm connecting... by the way, what's your name? My name's Matt. Matt. no, I mean, I'm sorry, what's your full name? [silence] Jane Roe. Oh, okay.So what, what is your first name and your last name? Yeah. [silence] Okay. You're connecting by cable TV? Oh, yeah, okay. Okay. So can you give me your serial number?
00:00
Speaker 1
Giam BANCO . G-I-A-M-B-A-N-C-O. G G like in God. D-I-A-M-B-A-N-C-O. Okay, let me repeat again. G G-I-O-A... G-I-O-A-V-A-N-N-Y. That's my first name. G-I-A-M. BANCO G-I-A-M B-A-N-C-O. [silence]
02:00
Speaker 2
Sorry, I do not apologize. for the inconvenience, but I cannot hear your voice. clearly on my end. Can you spell it slowly? Okay. So you are J, I, O, C, for charlie. Correct?
02:00
Speaker 1
Joeba Milan have a one links router yeah it's two one p like in Peter one zero T like in cat six a a two three eight eight zero Yes
04:00
Speaker 2
I am thinking of. 25 at Gmail.com. And how many links this router do you have there? Can you please provide us your serial number? 21 P for Paul, 10 for Charlie, 6 A for Alpha, number 8, 2, 3880. Okay so the model number of your links router is an EA 8300. [silence]
04:00
Speaker 1
at a EA 8300 yes. Spectrum. What do you mean? I can update this router. I have to buy new one already. It's not even three years
05:00
Speaker 2
Is it an EA 8300? And who is your Internet service provider? Okay, so before we proceed, sir, I do really apologize for the inconvenience, and but this product is no longer receives software or security updates and is no longer eligible for technical or warranty support. So I highly recommend that it's time for you to do an upgrade or purchase a new one. Yes. Yeah, but as of the moment, sir, we are no longer manufacture this router, and this device, it's reach its end of support. [silence]
05:00
Speaker 1
This is amazing. I bought a you pay a hundred and fifty dollars and it serves you just not even two years. Okay. So there's nothing we can do with this. Okay. You too. Bye bye.
06:00
Speaker 2
But of course if yeah but if still working in your end I don't really apologize for the inconvenience, but if the device itself still working in your end I can still send you an article for the helpful tips and guidance So just please let me know what your email is. So just please let me know what your email is, so just please Okay. Yes, but what I can do to assist you is to send you an article for the helpful tips and guidance via email. Thank you so much for your time and have a great day. Bye for now.
06:00