V2 Rubric Detail — c9e8de82-73d0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 15:40
Duration
9m 7s
Contact
206-981-6222
Issue Type
Feature Question
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

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp1.43/5
Overall28.2% (-15.8)

V2 Grader Summary

The agent failed to perform any troubleshooting or validate the issue, jumping directly to a product recommendation without confirming root cause or offering best-effort support. While technically accurate about product lifecycle, the lack of diagnostic process, ownership, and empathy resulted in no meaningful resolution. The case is classified as Unresolved due to Not Met ratings on both R1 and R2.

V1 Case Analysis

Customer with EA6100 asked about support status, replacement options, and disposal of old unit. Agent confirmed EA6100 is legacy and unsupported, recommended MX6200/MX2000 with 3-year warranty. No case created, no troubleshooting, no follow-up scheduled. Disposal question not addressed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified EA6100 as legacy and unsupported (transcript [01:00]–[02:00]).
  • Agent accurately recommended MX series as current supported models with three-year warranty (transcript [04:00]–[05:00]).
  • No serial number collected, no warranty verification performed, and no case created despite being on a support call.
  • Customer’s question about recycling/disposal of old router was not addressed (transcript [08:00]).
  • No troubleshooting steps were performed for reported intermittent connectivity.
  • Call ended without directing customer to KB articles, remote setup support, or email follow-up.
Positive Highlights
  • Correctly identified the EA6100 as a legacy device no longer supported by Linksys (transcript [01:00]–[02:00]).
  • Accurately recommended current-generation MX6200 and MX2000 models as supported replacements (transcript [04:00]).
  • Correctly stated that MX series routers come with a three-year warranty (transcript [05:00]).
  • Clarified that even newly purchased legacy models (e.g., EA series) are not supported if on end-of-support list (transcript [06:00]).
Agent Errors / Gaps
  • Failed to create or reference a HappyFox support case.
  • Did not collect serial number or verify warranty status.
  • Provided no troubleshooting steps for reported intermittent connectivity issue.
  • Did not answer customer's question about recycling or disposing of the old router.
  • Did not offer any self-help resources (e.g., KB articles, setup guides) or propose an email with next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue or provide a valid resolution path; instead, immediately recommended purchasing a new router without attempting any troubleshooting or confirming the root cause.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed — no reboot, no firmware check, no factory reset, no diagnostic questions beyond model identification.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified EA6100 as legacy and out of support, but failed to offer best-effort troubleshooting (e.g., factory reset, firmware update, power cycle) before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not ask diagnostic questions about symptoms (e.g., when drops occur, wired vs wireless, other devices affected) and assumed hardware obsolescence without evidence.
T2 Not Met Appropriate tools / resources used conf 90%
Agent claimed no remote access tool exists, but KB confirms local access via http://192.168.1.1 or http://myrouter.local is possible; also failed to use KB to confirm EA6100 support status or recommend firmware update as a first step.
T3 Met No misinformation conf 95%
Statements about EA series being legacy, MX series having Wi-Fi 6 and three-year warranty are factually accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent opened the call but did not set expectations, manage flow, or maintain control — conversation was reactive and lacked structure.
C2 Met Confirmed understanding conf 90%
Agent used simple language and avoided jargon; customer was able to follow and respond appropriately.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — no follow-up offered, no case ownership, no commitment to assist beyond a single recommendation.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up provided — customer left with no clear action plan other than purchasing a new router.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer’s frustration or effort; no empathy expressed regarding intermittent drops or legacy device concerns.
X2 Not Met Tone & rapport conf 85%
Agent used a flat, transactional tone and did not adapt to customer’s uncertainty or repeated questions about future support.
X3 Met Overall experience conf 80%
Agent did not require unnecessary repetition or steps; customer provided model and serial once and was not asked to repeat.
Call Transcript18 turns · 19 lines
Speaker 1
Hi ma'am.
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 [www. registerSmart MR]. [.linksys. [ www. registerSmart MR].com [.linksys. [.registerSmart MR].com [ _ ] [ [ [ _ ] ] ] ] ] ] Please have your device, I should number ready, for assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready, if unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [ silence ] Thank you for calling Linksys. This is, are you going to help you?
00:00
Speaker 1
Sir, basically on the holidays. So, I don't know what's going on right now. It's like around 30 minutes old. Uh, so I can give them my serial number, but I'm not there. It's just like someone at home I'm at work. So, if you can check what's going on. Uh, sir, model number, I have model number. It's EA6100, and serial number. Uh-huh.
01:00
Speaker 2
I see. We don't have any remote access tool here, where I can check remotely your router. May I have first the model number of the device you're calling for? Do you know what's the Linksys device, the serial number? Uh huh. Uh huh. Okay, thank you. This model number that you're calling for, it's fine. Yeah, this Linksys device that you're calling for is part of our legacy routers, which we don't support anymore.
01:00
Speaker 1
Yes, but I actually updated like two, three years ago and they said this is like good one.
02:00
Speaker 2
Actually, if you're already experiencing the internet dropping intermittently, it's because the router that you have is no longer good in today's technology. It still has the old Wi-Fi standard. It may work fine, but then the router's features now are no longer appropriate nowadays. I'm not saying that it will not work anymore. It will still work, you can still fix it, but there's no guarantee it will last long. So having a new router which is updated is a much better option. [silence] I see. [silence] Because it still has the AC wireless standard. Right now it's already Wi-Fi 6 and we are off, I mean--
02:00
Speaker 1
and, and, so, uh, Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. So, uh, what is is the new author and how much is that? Mm-hmm. Mm-hmm. One cert into... You've... One cert into... You're saying like... So, M X, like, X. Okay. Six Two. Zero Zero M X 2000. So, uh... Let me see. So, this is like only Linksys it's supposed to be, or any? [silence]
03:00
Speaker 2
Linksys, MX series. Linksys and you will see our, our mesh, I mean our mesh device. Just let me know if you're ready. I'll provide you your model number. Yeah. M for Mike for X-ray 6200. Yeah, number six, number two, double zero, MX 62000. If you that's kind of expensive for you, you can look for MX 2000, I mean MX 2000. Uh-huh. Any brands actually.
04:00
Speaker 1
Yeah, yeah, yeah. So let me see you said if not MX62 then 2,000, right? Mm. So like the models on you or they off again like but I don't want to buy something in two years you'll say you're not support anymore. Oh. Oh. Oh. Oh. Okay, so you think it's mostly about the router or
05:00
Speaker 2
If you, uh, found a cheaper router, then it's OK. Uh, just check Amazon website, amazon.com, um, MX2000. Yep. Those are our routers, which is entitled for three years warr-an-tease. Yeah. So, um, X6200, that's three years warr-antease. If ever you have issues within three years, we can, um, help you within three years. [silence]
05:00
Speaker 1
it's uh can be Wi-Fi issues uh much so but uh for example if i'll get like new author author and it's gonna be like old model you're not supporting that or even if it's new but still warranties there
06:00
Speaker 2
It's really the router, man. it's already the router. you can still try to fix it though by resetting and setting it up. but if same issue still persists then you can proceed having a new one instead. so, if you'll ever purchase by chance a router, which is one of our older series, but you bought it brand new, we cannot support that anymore. if ever it's part of our end of support list routers. it's posted on our website. mostly of our EA series. those are normally on the list.
06:00
Speaker 1
Okay, so when I got when I will buy this new one, I have to call to set up or how it's gonna work? Uh huh, so when I get them, I have to call you and we will set it up together, right? That's what you mean Uh huh, okay. I see. All right. Thank you so much, then.
07:00
Speaker 2
no longer being supported. Our MX series instead, that's our router, which is entitled for three years warranty and it's not part of our end of support. So, MX series Linksys devices. It's much better, so that you will not gonna spend more hours or uh in setting up your device. It will be nice if we, you have us on the line to walk you through what to do. It's user friendly, so it can be set up easily. Great. That's what what a what. Okay, then.
07:00
Speaker 1
Oh, yeah. But, is the recycling or just, like, garbage? Okay, all right, thank you. Yeah, I know, I'm just don't know, like, what to do with old one. Do I need to go through this by, like, whatever, like, to give it as a recycle or it's just garbage.
08:00
Speaker 2
you know we don't have it ma'am so you can um it or give it away or because um once you upgrade the unit you will no longer be needing this one. I see. All right.
08:00
Speaker 1
Okay, all right, thank you then. Okay, bye.
09:00
Speaker 2
I got your point. You're welcome. Bye-bye.
09:00