V2 Rubric Detail — c553adfc-74ac-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 17:54
Duration
6m 59s
Contact
Marilyn Gunselman
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00106653
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: slow internet speed
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided any real troubleshooting or assistance, providing only generic statements.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent offered only generic, inaccurate information and failed to diagnose, troubleshoot, or provide a resolution path. No ownership, next steps, or escalation were offered, resulting in an unresolved call with clear avoidance of proper support.

V1 Case Analysis

Customer (Marilyn) asked if her E-2500 router is suitable for a new laptop and whether a gigabit router is needed. Agent confirmed the model but gave no troubleshooting, only inaccurate technical claims and vague MX series recommendations.

Troubleshooting Steps
  • Collected serial number and model (E-2500).
Key Observations
  • At [03:00], agent stated 'It's a K. It's a K. It part of our end of support routers due to its wireless technology' — 'K' is not a valid Linksys product designation and 'old FI standard' is not a real Wi-Fi standard; this is factually incorrect.
  • Agent failed to check firmware or auto-update status on the E-2500, which is a basic troubleshooting step per KB.
  • No diagnostic steps (reboot, speed test, local access) were performed despite customer expressing performance concerns.
  • At [06:00], agent recommended 'MX 6200' as a replacement without confirming customer needs or topology.
  • Call ended without confirming warranty status or offering a support path.
Positive Highlights
  • Collected the customer's serial number and correctly identified the model as E-2500 (transcript [02:00]–[03:00]).
  • Attempted to address customer concern about router performance and suitability for a new laptop.
Agent Errors / Gaps
  • Provided factually incorrect technical information: 'It's a K' and 'old FI standard' are not valid Linksys terms or Wi-Fi standards (transcript [03:00]).
  • Failed to perform any troubleshooting steps (reboot, firmware check, auto-update verification) despite customer reporting performance issues.
  • Gave inaccurate/irrelevant product recommendation (MX 6200) without assessing customer needs or network setup.
  • Did not verify warranty status or explain support eligibility despite customer uncertainty.
  • Provided no concrete next-step or escalation path; call ended with vague recommendation only.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent provided no solution, only stated router is end-of-support and gave vague upgrade advice.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic questions or troubleshooting steps were asked or performed.
R3 Not Met Correct resolution path conf 96%
Agent did not verify warranty status or choose a proper path (e.g., RMA, paid support, best-effort troubleshooting).
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process; symptoms were not identified beyond a generic 'old router' comment.
T2 Not Met Appropriate tools / resources used conf 96%
No tools, resources, or evidence were used; the agent relied solely on scripted statements.
T3 Not Met No misinformation conf 95%
Agent gave inaccurate/meaningless statements (e.g., 'It's a K', vague MX-series suggestion) that are not supported by KB.
Communication
C1 Not Met Clear & professional language conf 95%
Agent did not set expectations, manage the call flow, or keep the conversation on track.
C2 Not Met Confirmed understanding conf 94%
Communication was generic and not adapted to the customer's low technical comfort level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent showed no ownership; offered no concrete assistance or follow-up.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up were provided.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent did not escalate despite being unable to help; no valid escalation trigger was acted upon.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy or acknowledgement of the customer's frustration or situation.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust tone or pace to the customer's confusion; remained scripted.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial/model information and received no effort-reducing actions.
Call Transcript13 turns · 13 lines
Speaker 2
For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.links.net.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. If you're experiencing issues with your linksys product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.links.net.com. [silence]
00:00
Speaker 1
Sure. Yes. Hi, this is Marilyn. I'm assuming that my Linksys router is out of warranty, but I am not sure. I've had it for a long time. Um, I'm hoping you can help me. I'm thinking, I think, problems with the Linksys router. Um, well. Oh, okay. Okay. Underneath, okay, I took a picture, so, see, just one second. And what, who am I talking to? Mm. Okay. Let's see. The serial number is, hold on a minute here. [silence]
01:00
Speaker 2
and number for me check the battery underneath
01:00
Speaker 1
Yes, um, one zero a 306 935 9919 3. Excuse me. I am not the most savvy when it comes to these computers. But hold on.
02:00
Speaker 2
Mm-hmm. That's 10 Alpha 30 Charlie 6-9-3-5-9-1-9-3. Okay, let me just check this one one second. Can you see there the model number? Our system cannot detect or cannot pull up any. It's in front of the router. Model number.
02:00
Speaker 1
Oh, it says E-2500. [silence] to which one? Uh-huh. Yes. Uh-huh. Yes. Oh, okay. Okay. Yes, yes. I've noticed it the last two days.
03:00
Speaker 2
It's a K. It's a K. It part of our end of support routers due to its wireless technology, which is no longer up to date nowadays. This still has the old FI standard, which will really have problems if it's still being used nowadays. So you might experience low or dropping of internet. Go ahead.
03:00
Speaker 1
I, I did talk to, um, my ISP to just check. And they said they checked the modem, they did a diagnostics on the modem. And they said it seemed to, the modem seemed to be fine. So, this is possibly the issue with the router. So obviously that is the case then. Okay. So, Ma, I just want a quick question. Um, I'm going to be getting a new laptop. I've had mine for, you're going to laugh, over 20 years. Um, but, uh, so does the type of, the different type of lynx us router depend upon what laptop I pick? Which is best for the for the laptop?
04:00
Speaker 2
Correct. It's those around there, yeah. I see. It doesn't matter but for your laptop to have a good signal strength or to have a good uh Wi-Fi speed then choose a route around there.
04:00
Speaker 1
how many so a get it but okay a gigabit router would be the best okay okay okay okay all right I just want okay then so you confirm that this router is obviously gigabit okay okay okay uh okay when you say y57 is that a a Linksys router
05:00
Speaker 2
A Gigabit router, which is already a Gigabit.
05:00
Speaker 1
Mx. Mx. two zero two okay okay that's the model number okay um Okay, any of the CEOs. Okay. I have to do my homework now on the laptop so um before I I guess before I decide on the route to. So um okay. Well thank you for for helping me. I appreciate it. Bye bye.
06:00
Speaker 2
we also have but that's not the model number it's only the wireless standard so if you asked me for a specific model number that's going to be uh you can look for MX 6 2 0 0 MX 6 2 0 0 um yeah if you can't find that model number any of our MX series will do any of our MX series um you're welcome thank you place woman for calling bye-bye bye-bye
06:00