V2 Rubric Detail — cc7cccce-7413-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 23:39
Duration
21m 23s
Contact
Cooper Vaudrey
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00135248
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E9450_Intermittent Connectivity
⚠ Auto-Zero applied: Discourtesy (C): Agent used sarcastic and dismissive language ('Is that a joke? Are you deadass?'), violating professionalism and empathy standards.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.5/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication1.25/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-50.0)

V2 Grader Summary

The agent correctly identified the E9450 as obsolete and out-of-warranty and followed appropriate best-effort guidance by suggesting a factory reset (R3, T3 Met). However, no resolution was achieved (R1 Not Met), troubleshooting was superficial (R2 Partially Met), and no diagnostic tools were used (T2 Not Met). The interaction was severely undermined by a discourteous response that constitutes a critical failure, triggering auto-zero.

V1 Case Analysis

Customer reports intermittent Wi-Fi drops and complete loss of connectivity on a Linksys E9450 router provided by EPB. Agent confirmed the device is out of warranty and obsolete, suggested a factory reset, and offered paid support. No troubleshooting steps were performed. Issue remains unresolved.

Troubleshooting Steps
  • Collected model number (E9450) and serial number.
  • Informed customer that the router is out of warranty and no longer receives firmware updates.
  • Suggested a factory reset as a possible remedy.
Key Observations
  • Agent did not perform any basic Wi-Fi troubleshooting (LED check, signal test, WAN verification) before recommending a factory reset.
  • Agent offered paid support without first confirming the customer's willingness or providing a free self-help path.
  • Communication lacked empathy; the agent did not acknowledge the customer's frustration or apologize for the inconvenience.
Positive Highlights
  • Collected essential device information (model and serial number).
  • Accurately identified that the E9450 is obsolete and no longer receives firmware updates.
  • Provided correct technical advice (factory reset) per the KB for an out-of-warranty E9450.
Agent Errors / Gaps
  • Failed to follow standard Wi-Fi connectivity troubleshooting protocol before escalating to paid support.
  • Did not verify warranty status via system lookup; relied solely on a generic statement.
  • Failed to acknowledge customer frustration or provide empathetic communication, especially after the customer expressed disbelief ('Is that a joke?').
  • Did not provide a free self-help path (e.g., KB article or email instructions) before offering paid support.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested factory reset and paid support but did not resolve or confirm resolution of intermittent disconnect issue.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent asked about LED status and timing but skipped deeper diagnostics like interference check, channel overlap, or log review.
R3 Met Correct resolution path conf 97%
Agent correctly identified E9450 as obsolete and out-of-warranty, offered factory reset as best-effort troubleshooting, and disclosed paid support option appropriately.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified symptom (intermittent disconnect) and asked about LEDs and timeline but did not isolate root cause or rule out ISP/configuration issues.
T2 Not Met Appropriate tools / resources used conf 96%
No diagnostic tools (remote session, ping/trace, log retrieval) were used despite intermittent disconnects warranting deeper analysis.
T3 Met No misinformation conf 99%
Agent accurately stated E9450 is obsolete, no longer supported with firmware updates, and out of warranty — consistent with KB documentation.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear framing, had long silences, abrupt transitions, and no structured flow; agent failed to set expectations or maintain control.
C2 Partially Met Confirmed understanding conf 91%
Agent used simple language but interjected sarcasm (‘Is that a joke? Are you deadass?’) and did not consistently check customer understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from contact to close, did not transfer, and offered concrete next steps (factory reset) and paid-support option.
O2 Partially Met Proactive follow-through conf 89%
Agent gave a next step (factory reset) but did not provide a timeline or detailed follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history existed; this was the first interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent responded with ‘Is that a joke? Are you deadass?’ showing discourtesy and lack of empathy.
X2 Not Met Tone & rapport conf 95%
Agent’s sarcastic tone did not match the customer’s frustration and did not keep the customer engaged.
X3 Not Met Overall experience conf 93%
Agent suggested full factory reset without offering remote assistance or simplifying steps, increasing customer effort unnecessarily.
Call Transcript13 turns · 15 lines
Speaker 2
[silence]
00:00
Speaker 1
[silence] mean? The password. router password. 5 [groan] X [groan] L S hey, sorry, what was that? Yes. Yeah, it's Cooper, Vaudrey. Last name's V-A-U-D-R-E-Y. Yes. It's just my first and last name with an extra Y at gmail.com. Yes 6 1 5 8 7 9 6 2 4 5 just one yes it's 4 5 T 1 1 M 1 B B 0 2 0 5 5 Yes, it's E 9 4 5 0 [silence]
14:00
Speaker 2
please. All right, perfect. Thank you. And how many links does this device do you have? I see, you may have the serial number. It's on the sticker label. And may have the model number? E9450. And who is your internet provider? [silence]
15:00
Speaker 1
EPB? Yes, so, um, we just connected it. My fiance has had this router for a while and just moved into my house and the EPB came and uh set this router up. And we just started having problems, um, ever since they set up this new router, despite it being significantly better than the one we have before. Um, it seems like it's doing a lot of just it'll disconnect for just a few seconds, um, and come back, but it doesn't seem to be, like, slow speeds necessarily. It just seems like it keeps kicking us off for just a second. Um, like where I've really noticed it is like on gaming consoles. It'll be like, like, like you'll be. just in the middle of a game. I don't even notice anything and it just kicks you off and it puts you right back online. And that's been happening a lot. And then um just in the last few minutes, um just can't connect to the Wi-Fi at all. yeah, this is the motor. Yeah, bought it personally.
16:00
Speaker 2
Okay, I'm sorry, is this your personal router or is it coming from p.p. no, did you buy it personally or is it provided by? EPB? Okay. Sorry, can you please repeat the serial number just to double check? It's comes up. It's on here is A6 F 1010 VD bf 530 h okay, it should be able to type that into your into your, into your system. Okay, so I resting you, would
17:00
Speaker 1
2022? It's uh... You know, I haven't been like looking at the router. It's not like in the same room. So I'm really not sure. Cause it really just seems to disconnect for just like a split second and then be back on. It's not like I can go check it. Yeah, like a lot. Uh since we set it up maybe,
18:00
Speaker 2
Okay, um, since what year this was purchased? All right, thank you. So, um, if the, for example, if the connection um disconnects, did you check the light indicator? Is there a light that says internet? Does that change as well, or does it only shows you solid blue? Hmm. I see. Okay, no worries. Mhm. Okay. So, uh, does it happen like multiple times a day? Mhm. So, since when did it started to happen?
18:00
Speaker 1
two weeks ago. Yes. Uh, it, it was. Um, it. was. not, it was in use at my fiance's house before. And, um, I don't think they had any issues with it there. And then, you know, I wasn't having any issues with my router that the internet, um, people provided. And then it all started once we switched over to this. No, no, sorry, just different router. Same provider the whole time. So. I had the EPB router. No issues.
19:00
Speaker 2
Okay. But this is the first time that this router behaves like this ever since it was set up two weeks ago, right? Okay. Mhm. Oh, K. Okay. Okay. Mhm. Mhm. Uh, once you switch to a different provider, okay. Oh, K. Okay. You switched to a different router from EPB or this Linksys?
19:00
Speaker 1
and then when we set up the Linksys router, that's when the issues started.
20:00
Speaker 2
Okay with the APM router. Okay. Well, one of the factors could be because we no longer have any firmware updates for the E9450. This model is already obsolete that we no longer manufacture. Um aside from that, it's already been uh out of warranty which we no longer have a free technical support anymore. So but what I can suggest to help uh improve a little bit for the connectivity just to help a little bit. Um you can factory reset it and reinstall it all over again, but yeah, there's no firmware to update this router or update the security of it. Maybe um there was an update with EPB that um the E9450 may not be compatible with. Uh
20:00
Speaker 1
Is that a joke? Is that a joke? Are you deadass?
21:00
Speaker 2
That could be one of the factor, but you can factory reset the router and set it up again, just to check if there's an improvement. We have this option if you'd like for a paid support option, we can help you over the phone for $15, it's one time non-refundable. Support or I can forward you the instructions how to do that.
21:00