V2 Rubric Detail — ca88cd4c-7985-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 21:58
Duration
20m 22s
Contact
Samuel Hutchings
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#EOS00136093
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E900_Intermittent Wired and Wireless Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall37.3% (-18.7)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting and only suggested purchasing a new router, leaving the intermittent connectivity issue unresolved. Communication was disjointed, with no empathy, ownership, or clear next steps, resulting in an unsatisfactory customer experience.

V1 Case Analysis

Customer (Samuel Hutchings) reports intermittent internet drops on E 900 router (solid green LED). Agent did not perform diagnostics (modem test, WAN status check). Advised changing Wi-Fi channels and upgrading to MX2000/MX6200. Offered self-help guide. No resolution confirmed.

Troubleshooting Steps
  • Asked about LED status (solid green)
  • Asked if issue occurs on both wired and wireless connections
  • Suggested changing Wi-Fi channels (1, 3, 6, 9, 11)
  • Suggested verifying WPA2 security mode
  • Mentioned outdated firmware as possible cause
Key Observations
  • Agent did not follow Step 1 of ISP/Modem Diagnostics: testing internet directly at the modem (KB: universal_isp_modem_diagnostics.md).
  • No reboot of modem or router was performed.
  • No WAN/Internet status check was attempted in router UI.
  • Wi-Fi channel change advice is irrelevant for intermittent WAN drops affecting both wired and wireless connections (KB: velop_wifi_connectivity.md).
  • Firmware update was mentioned but not guided; no instruction to check current version or enable auto-update (KB: universal_firmware_update.md).
  • Agent incorrectly implied the E 900 supports mesh or modern Wi-Fi 6 features (KB: adjacent_connecting_devices.md, led_mesh_system_identifier.md).
  • Agent used polite tone and repeated customer's name, improving rapport.
Positive Highlights
  • Agent used customer's name (Samuel) multiple times, improving personalization.
  • Maintained a polite and empathetic tone throughout the call.
  • Offered to email a self-help guide, providing a concrete next step.
  • Correctly identified that the issue affects both wired and wireless connections, indicating a potential WAN/internet issue.
Agent Errors / Gaps
  • Failed to follow standard diagnostic flow: skipped modem direct test, router reboot, and WAN status verification (KB: universal_isp_modem_diagnostics.md, velop_wifi_connectivity.md).
  • Provided irrelevant advice: changing Wi-Fi channels does not resolve intermittent WAN disconnections (KB: velop_wifi_connectivity.md).
  • Did not guide customer through firmware check or update despite mentioning it as a possible cause (KB: universal_firmware_update.md).
  • Incorrectly implied the E 900 is a mesh-capable router or can be upgraded to a mesh system (KB: led_mesh_system_identifier.md, universal_mesh_node_management.md).
  • Declared the E 900 as end-of-life/support without confirming warranty status or support eligibility (KB: universal_escalation_guide.md, universal_support_contacts.md).
  • Recommended upgrading to MX2000/MX6200 without confirming customer topology or needs (KB: universal_mesh_node_management.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 100%
Agent never fixed the intermittent disconnects and only suggested buying a new router.
R2 Not Met Diagnostic thoroughness conf 100%
No troubleshooting steps (reboot, speed test, WAN check) were performed; the agent jumped straight to channel changes.
R3 Met Correct resolution path conf 90%
Agent correctly identified the device as end‑of‑life and suggested a replacement, but did not explore other viable fixes first.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent asked only for LED status and whether the issue occurred on wired/wireless, but did not pursue diagnostic steps or identify root cause; no logical sequence followed.
T2 Not Met Appropriate tools / resources used conf 100%
No tools were used — agent did not direct customer to access router UI, run speed tests, or check modem connection, despite needing evidence to isolate the issue.
T3 Met No misinformation conf 95%
Information provided (end-of-life status, WPA2, channel numbers 1, 6, 11) was factually correct.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent opened with verification steps and set expectations about EOL status, but lost control during side conversations about dogs and Amazon; transitions were weak.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms and confirmed understanding occasionally; however, repeated requests for name/serial despite prior input created friction.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent owned the call end-to-end without transfer and stayed engaged, but did not commit to follow-up actions or attempt deeper troubleshooting.
O2 Partially Met Proactive follow-through conf 85%
Agent set expectation of emailing a self-help guide, but no timeline or confirmation was given; next steps were vague beyond 'try channels' and 'consider upgrade'.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within scope for L1, even if resolution was limited by EOL status.
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 90%
Agent expressed appreciation ('thank you for being honest') and remained polite, but did not acknowledge customer frustration or repeated effort explicitly.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a friendly tone and allowed customer to explore options on Amazon, adapting somewhat to customer’s distracted state, though some repetition occurred.
X3 Not Met Overall experience conf 100%
Customer had to repeat name, serial number, and other details multiple times; agent failed to use already-provided information, increasing effort.
Call Transcript29 turns · 34 lines
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.
00:00
Speaker 1
Quanta is always a one. cheers. Thanks baby. [silence] Uh-oh, look at them boogers. Hold on. Oh yeah. Hold on. Uh-oh, that was a good one. By the time the lyrics came on, it would be like [silence] Thank you. I was like, I'm okay. Everything's okay. Thank you. Thank you. [silence] Stash it. Hi there. Sorry, could you say your name again? Hi, Donna. My name is Sam Hudricks. How are you doing today? Yes. Good. [silence]
01:00
Speaker 2
Thank you for calling Linksys inspection support. My name is Donna. How may I help you today? [silence] uh, my name is Donna. D O N A Donna. Hello, Sam. [silence] I'm doing great, thank you so much. [silence]
07:00
Speaker 1
thead here. Um, I'm actually calling because I just got off the phone with Spectrum about some issues we've been having with our internet service. And they pointed me in your direction because apparently the signal on their end is fine, and there might be an issue with our router. the current say it again? The current lead status? Oh, uh, it it's still green. It it connects, but it has been disconnecting quite a bit [silence]
08:00
Speaker 2
May I know the current led status of your router? Current led status? Yeah, yeah, correct, what's the color of the light and the status, is it blinking blue, solid red? Oh, okay, solid green. Thank you so much. So, your main issue is that you are having problems getting online under router wired and wirelesly, is that correct? [silence]
08:00
Speaker 1
Over the last couple of weeks, up to three to five times a day. Uh it will happen sometimes more at night but it also happens in the morning and in in the middle of the day. Beautiful. Sounds good. Uh first name is [silence]
09:00
Speaker 2
Oh, I see. mm-hmm. Is this happening at a specific time? mm-hmm. Thank you for being so honest with me. I appreciate you bringing this to our attention. Let's see what we can do to get this fixed, okay? Thank you so much. Before we proceed, I just need to gather some information to properly document your record with us. This will help us easily retrieve your details during future contacts. Thank you so much. By the way, can you please repeat your first name and last name using phonetics so I can document it correctly?
09:00
Speaker 1
Samuel? S as in snake, A as in Apple, M as in Massachusetts, U as in, uh, yeah, EL. I'll stop doing that. And last name is touching. T we G F. All right. It is 1401-533-2933. Yes. Yes, it would be.
10:00
Speaker 2
Sam. Okay. All right. All right. How about? All right. Next one. Okay. All right. So thank you so much, Samuel. Let's make sure we got that and your phone number is 14015. 33 29 33. Is that correct? Great. Is this also the best number to call in case the call gets disconnected? Perfect. I also have
10:00
Speaker 1
Sure. It is F. Hutchings. F. H. U. T. C. H. I. N. G. S. at Rio, R. I. O. Dot. E. D. U. That's it. All right, so the serial number is 1, 2, 3, 4, 5, 6. 1, 2, 3, 3, 9, 3. And then your password again is Matrix, that's one capital M and six lower case a's. Okay? Okay. Now try again. Please see me after class if you need further assistance.
11:00
Speaker 2
**S**: speaking.
11:00
Speaker 1
1 0 3 as in cat 6 5 to 4 8 8 5 8. Uh, yes, it's just a letter C though. Um, where would I find that in 900? Yes. Okay. It says here FCC ID 0 8 7 E 900.
12:00
Speaker 2
[silence] 5, 2, 4, 8, 8, 5, 8. So this real number is 1, 2, 3, 3, 1, 0, 6, 5, 2, 4, 8, 8, 5, 8. Is this correct? Alright, thank you so much. So the model number of your product is E 900. Is that right? You can find the model number at the bottom of the device.
12:00
Speaker 1
[audio truncated] we don't we don't have anything wired directly through via Wi-Fi. Correct. Yes, we do not.
13:00
Speaker 2
uh, thank you so much. And by the way, where were you purchase this product? mm-hmm. All right, I understand. Thank you so much. By the way, just to verify the issue is happening on both wired and wireless connection, but the connection is stable when your computer is wired directly to the modem. Is that correct? Is this correct? mm-hmm. Oh, I see. So you don't have a computer with an Ethernet port. Right? Huh, I see. I understand. Thank you for sharing that. By the way, let me check the serial number in the system. One moment, please. [silence] Oh, here we go.
13:00
Speaker 1
Gotcha. Awesome. That would be great, Donna. Changing the channels on my router. No, I don't even know what like changing channels on on the TV?
14:00
Speaker 2
Thank you so much for patiently waiting. By the way, I want to be upfront with you. This model has reached its end of life support or end of support phase. So it is no longer it's no longer receiving regular updates or active fixes from Linksys. I can still walk you through a few practical steps that often help and afterward, I'll email you a self-help guide that you can keep. Is that okay with you? All right, thank you. All right, thank you so much. By the way, one of the main causes of dropping internet connection is wireless interference. Have you already tried changing the channels on your router? Changing channel. I see.
14:00
Speaker 1
No. Hold on one second. Yes. Okay, so how would I go about doing that.
15:00
Speaker 2
No. Only on the router. Mm-hmm. I see. Yeah. Are you on the setup page of the router now? Mm-hmm. Experimenting with different channels can help you find the one that provides the best signal strength and stability for your specific setup. So, the best channels to use in your network are 1, 3, 6, 9, and 11. You can try these channels for a more stable connection. And then you can also check if the Security mode on your router is set to WPA2 Personal. Yeah. And, um, by the way, let me also set your expectations that since this router is already old and has reached its end of life, or end of, uh, support phase, we can now...
15:00
Speaker 1
Gotcha. Alright. Cool. Could I. Hold on. Let me see on Amazon. I just wanna see
16:00
Speaker 2
So, one of the, uh, maybe one of the reasons, why that connection is intermittent is an outdated firmware. Mhm. Yeah. I see. Yeah, so, because of the age of this product, there is a limit to what troubleshooting, can reliably fix. Some of this comes down to older firmware and hardware. So, if, um, you would consider, um, a model upgrade. A Wi-Fi technology has moved a long way since this model was released. So, if these steps don't resolve the issue, the next option is upgrading to a newer model. There are newer linksys models available in Amazon, or you may also check other brands. Uh-huh. Okay, no problem.
16:00
Speaker 1
Cisco router. Oh kay. Gotcha. All right, Linksys Wi-Fi router. MX. Hold on one sec. MX two thousand. I'm sorry. You hear my dog in the background here. Yes it does. Yeah, especially ran here. Come on you two. Come on. Out of here. So I can talk to them on the phone. Come on. Come on. There you go. Yeah, hello. Hello and goodbye. Out the door they go. Oh, okay. I am looking at a Atlas. Or I'm sorry. Links.
17:00
Speaker 2
Yeah, sure. No, it's not Cisco. It's actually Linksys. Cisco is no longer affiliated with Linksys. Yeah. Yeah, you can check for the MX 2000 or the MX 6200. 2,000. Sure, 2,000, yeah? No problem. It happens. Yeah. Hello, what's your name? Hello. Okay,
17:00
Speaker 1
It's a two-pack? What the heck? Why would I need a two-pack? Gotcha. What would a two-pack do? Gotcha. Would I need to hook up that second one to a, um, a another ethernet cord?
18:00
Speaker 2
Yeah, Linksys's MX2000 series, router with intelligent mesh, MX2000. So yeah, we have, you can also purchase a one-pack, or a two-pack, which consists of one parent node and one child node. So if you need more signal in other parts of your house, then you can add another child node. So it will extend the connection in hard to reach areas. Um yeah, that's possible. So you can connect [silence] [silence] both nodes. So we call these devices nodes. You can connect both nodes either wired or wireless.
18:00
Speaker 1
gotcha. Okay. Um, so the, one I'm looking at, the exact wording of it is Linksys, Atlast, Wi-Fi 6 router, home, Wi-Fi mesh system, dual band, 4,000 square feet, AX 3000, 3.0 G PC, GBPS MX 2000 to pack. That's what I would want to get. Beautiful. Okay. So, basically, the one I have right now, it it's old. It's shitting out and I should just get a new one. You got it. Don't have beautiful. No, that is it.
19:00
Speaker 2
Yeah, correct. Yeah. Yeah, exactly, yeah, exactly, that's correct. Yeah, man, yeah, exactly. I highly recommend upgrading to a newer model. Yeah, that's correct. Hey, thank you so much. Do you still have other questions that I can help you with today?
19:00
Speaker 1
Awesome, awesome. Donna, thank you so much. I appreciate it, sure. All right, you too. Bye-bye.
20:00
Speaker 2
Thank you again Samuel and have a great day. You can also visit our official website at support.linksys.com. Okay. Thank you. Bye bye and take care. Bye bye.
20:00