V2 Rubric Detail — cec42044-7f8b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 13:56
Duration
14m 16s
Contact
361-549-8658
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#GI00137067
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Product Inquiry

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall84.4% (+26.4)

V2 Grader Summary

The agent successfully resolved the customer's inquiry by confirming the MR7500 is supported and explaining the policy for out-of-warranty devices. While communication and ownership indicators showed partial gaps in expectation-setting and next-step clarity, the agent maintained professionalism, avoided unnecessary repetition, and fully addressed the customer's core concern about product longevity and support.

V1 Case Analysis

Customer (Brenda Fuentes) inquired about long-term support and setup for a refurbished MR7500. Agent confirmed one-year warranty and ongoing support for non-EOL devices but provided no setup instructions. Advised customer to call back if issues arise.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided accurate warranty and support information, correctly distinguishing the MR7500 from EOL products like the EA6500 (KB: universal_eol_firmware.md).
  • No setup instructions or self-help resources were provided despite explicit customer request (KB: universal_mesh_node_management.md, adjacent_smart_home_iot.md).
  • Agent failed to collect serial number, case number, or perform warranty lookup, missing standard protocol steps (KB: universal_escalation_guide.md).
  • Communication was poor due to excessive filler, long pauses, and lack of structured guidance, reducing efficiency and clarity.
  • Call ended without a clear next-step plan beyond 'call back if needed,' which is insufficient for a new device setup inquiry.
Positive Highlights
  • Correctly identified the MR7500 model and confirmed it is not an end-of-support product (KB: universal_eol_firmware.md, velop_mesh_compatibility.md).
  • Accurately explained that Linksys continues to support devices beyond the one-year warranty unless they are EOL (KB: universal_support_contacts.md, universal_escalation_guide.md).
  • Correctly stated the MR7500 is a supported mesh router with better performance than older models like the EA6500.
  • Acknowledged customer loyalty and expressed appreciation, showing basic empathy.
Agent Errors / Gaps
  • Did not provide any setup steps or direct the customer to self-help resources (e.g., universal_mesh_node_management.md or adjacent_smart_home_iot.md).
  • Failed to collect or confirm product serial number, case number, or perform warranty lookup despite discussing warranty status (KB: universal_escalation_guide.md).
  • Used excessive filler and vague responses instead of structured troubleshooting or guidance, reducing efficiency and communication quality.
  • Did not offer a concrete next step such as sending setup instructions via email or citing a specific KB article.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Agent confirmed the MR7500 is supported and clarified that Linksys continues to support out-of-warranty devices, resolving the customer’s core concern about future support and product longevity.
R2 Not Applicable Diagnostic thoroughness conf 95%
No technical issue was reported; the call was a pre-purchase inquiry about support policy, so troubleshooting steps were not required.
R3 Met Correct resolution path conf 96%
Agent correctly identified the MR7500 as a supported product and applied current policy: affirming ongoing support for out-of-warranty devices unless end-of-support, which aligns with KB guidance.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 95%
No fault diagnosis was needed; the customer sought confirmation on support status, not troubleshooting for a malfunction.
T2 Met Appropriate tools / resources used conf 94%
No diagnostic tools were necessary for this policy-based inquiry, and the agent provided accurate information without misusing or omitting required tools.
T3 Met No misinformation conf 95%
The agent's technical claims regarding the MR7500 being a supported mesh router and the policy of supporting out-of-warranty devices (unless EOL) are consistent with the provided KB. Claims regarding the company's direct sales model in the US are not addressed in the provided KB and therefore cannot be used to penalize technical accuracy.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent acknowledged the customer but failed to set clear expectations, used excessive filler responses ('uh huh', 'mm'), and did not proactively guide the interaction toward closure.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but did not adapt to the customer’s expressed anxiety about cost and longevity, nor confirm understanding of key points like warranty scope.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, answered all questions, and did not transfer or avoid responsibility, demonstrating ownership throughout.
O2 Partially Met Proactive follow-through conf 87%
Agent told the customer to call back if needed but did not specify what kind of support would be available or under what conditions, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 95%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted for this informational inquiry.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite but offered only generic affirmations without acknowledging the emotional weight of the customer’s investment concerns or history of long-term device use.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a steady tone but did not adjust pacing or depth in response to the customer’s repeated expressions of doubt and financial concern.
X3 Met Overall experience conf 93%
Agent avoided making the customer repeat information and provided answers directly without unnecessary steps or holds.
Call Transcript23 turns · 24 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. [silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] yes I was going to make sure that this uh I've bought a Lindsay's on Amazon to make sure this one's working since my other one is not working anymore and I just want to make sure it works um
03:00
Speaker 2
Hi, thank you for calling Links technical support, my name is Dillon. How can I help you today?
03:00
Speaker 1
Let me see here. Let me just show you the one I ordered. But I'm pretty sure it does is the other lady told me. Hold on one second. Um I'm wait I have to wait for it to come. I don't want to make sure the all have it supported. Because the one I had that went out barely yesterday was the and it's not I guess you're not have it supported no more is the Linksys AC 1750. y'all don't no longer support that right? That router. Yes, EA6500. Okay, the one that I ordered it comes in Thursday is the uh Linksys uh
04:00
Speaker 2
Yeah, but the, uh, do you mean you want to set up the router that you just bought? Oh, yes, ma'am. Uh, this is already part of our, our end of support products, which means we no longer provide any assistance for this router.
04:00
Speaker 1
it says oh, goodness. Let me see here. um it says Linksins mesh Wi-Fi Hydro Pro 6E tri-band rider. And then it says uh um it says AXE 6 6 00 6.6 gigabyte uh GPS. Then it says Mr. 7 5 00 slash Mr. 7 5 WH. Yes, hundreds. Uh-huh. And then it says slash slash Mr. 75 WH. Okay, so this is. [silence]
05:00
Speaker 2
0h Okay, so it's an M. R. 7500. Yes. All right. I see. Yes ma am. Uh, I can assure you that uh this will work. I mean, the router will work. As long as um it's properly configured. Uh anyway, you can always call us back uh in case you need assistance, you know, in setting it up.
05:00
Speaker 1
This one should last me a while, like a few. It's not going to go out like my other one, the other one like I, I, maybe, maybe, maybe, okay, because this one I had, the one that you said is not supported no more, the the one I just showed you, that one lasted me a long time, like six years. Oh, oh, yeah, it actually in, before that it I had another one of the same one, it lasted me 12 years. I bought two, now that's a good deal, right? And then this one, uh-huh, and this one I just ordered from Amazon, it
06:00
Speaker 2
Yes, ma'am. Unlike the old router that you have, it's quite advanced. And it's a mesh router, so you can assure that it can provide you a better connectivity and it would last longer. And it has a one year warranty. Yeah. That's actually quite long. Mhm. That's exactly a good deal.
06:00
Speaker 1
it's refurbished, it's renewed, so it's not, they don't sell, they don't sell new ones no more, linkeys, y'all don't have a website, so I have to go through eBay, I have to go through Amazon, um, so, and I like y'all's brand, I never had any problems and those ones I had lasted so long, why would I switch to another brand, right? If the, so this one, this one, I, uh, and the one I bought has a 90 days I can return if it doesn't work since it's it's renewed, refurbished and and it's in good condition, I shouldn't have no problems, right? I mean, if I called, okay, setting it up, I shouldn't have no no issues, okay, cuz I'm with spectrum and then I have y'all's app, I never had to use y'all's app, but I don't know how to use it, so I could just call y'all to guide me, to help me set it up. Okay. Wait, Thursday, it comes in Thursday. When it comes in Thursday. [silence]
07:00
Speaker 2
[KEEP_UNCERTAIN] Oh. Um, I see. Um. Um, um, Yes, exactly. Uh-huh. Mm. Yes. Yes, ma'am. Mm. Mm. So, you going to wait for do you want to set it up right now or you're going to wait for the person? Oh, yeah, I see. Uh-huh.
07:00
Speaker 1
And so, if it's refurbished, refurbished, and renewed, that it should have no problem, it's still a Lindsay, it's right from Amazon. Okay. Okay. Okay. Sounds good. I'll give you all call Thursday if I have problems setting it up. Oh, and and this one it. Oh, my name? My name. Brenda Fuentes? Yeah, Brenda. Brenda. B as in boy, R-E-N-D-A. Brenda. Uh-huh, and Fuentes. The only thing I would say, like this this mesh one should last more than a year, right? Like, it's not going to go like the other one, like not supported after one year. And if I have to if I spend $110, you know, on this. I don't want it to just last one year.
08:00
Speaker 2
[KEEP_UNCERTAIN] all right, ma'am. [silence] Yes, ma'am. [silence] sure. [silence] don't hesitate to call us back. All right, so thank you very much for calling. By the way, may I know who's your [silence] yes. Brenda [silence] [silence] [silence] [silence] Yes, ma [silence] It's actually also depends on the the user, though. But I believe that you are good at, yeah, you know, [silence]
08:00
Speaker 1
Oh, you mean me, me. You mean me, like, like not, not dropping it. I don't even touch it. Like, I'm just I leave it in one spot, you know, you mean user by me how I take care of it, right? Is that what you mean? Okay, okay. So what what I'm saying is that I just want to make sure that I'm paying this much on Amazon that it's not going to be after one year, it goes dead. Y'all don't support it. Yeah. I mean, cuz I spend a lot of money, you know, I'm dead. That's all I'm asking. I mean, it should be more than a year that y'all support that that that one, right? that I'm asking, I don't I I never touched my router, that's how come my other two lasted me six years and another six years, and I bought it again. That was 12 years that I do not touch it. I would just dust it off and I leave it on the like on the top. So I never touch it. So I'm I'm I'm wondering if this one
09:00
Speaker 2
know, um, you, you can take care of the router as well, considering that, uh, your previous router. Yeah, it, it actually depends. Uh, yes. uh, huh, uh, huh. Yes, yes, ma'am. Ma'am, yes, ma'am. Yes, ma'am. Uh, huh. uh, huh. Uh, huh. Uh, no. Yes, sure. Sure, yes, ma'am. Uh, no. Yes, ma'am. Uh, huh.
09:00
Speaker 1
He doesn't want to pay this much, and then y'all tell me oh, we don't support that mesh one no more after one year and I spent 110. that's not worth it to me. You know? So, okay, okay, okay, awesome, okay, okay, yes, yes. So it's not going to just go dead on me like my other one, the EA 6500 one I told you it just stopped working. Like because y'all don't support it. Okay, good. I just want to make sure I get my money's worth, you know? Okay, and this one's a good one, right? The the one I bought. Is it is it just as good as the other one?
10:00
Speaker 2
No problem mam. We always support the regardless if your device would go out of warranty after a year, we're still going on to support you with the product because we just updated our procedure. So we now still support out of warranty products as long as it's not end of support. It's not end of support product. Yes. Yes ma'am. Yes. Yes, I totally understand that. Yes ma'am.
10:00
Speaker 1
I had the EA, the one I told. Is it better or, like, the speed or is about the same? Really? Oh, I hope it works good. Okay, because I don't really, I don't watch TV. I just need for my in case I do watch cable or my son comes over to play use games or something and that's really it. I don't really, you know, I just needed something, you know. And my other one didn't have antennas, but I think all routers now look like they have antennas on them, right? The Linky. [silence]
11:00
Speaker 2
Yeah. Yeah, that's actually a good router as well. It's, it's actually better than the older router that you had. [silence] Yeah, Alima, our our older mesh routers, they actually have antennas, but the newest one that was released two years ago or last, um, last year, they are like more aesthetically you can see it like a um speaker type.
11:00
Speaker 1
Yes, I saw those, but they're too expensive. Oh no. They're very pricey. Y'all don't have a website. Oh, awesome. I was going to say, y'all y'all don't have a website no more, right? Like to buy it directly through Lindsay's, right? It has to be through eBay or a third-party, right? Y'all don't have a direct site. Oh. Uh huh, uh huh.
12:00
Speaker 2
it's like a tower, so we call it nodes. No. Actually, yeah. Yeah. But regardless, it can also, I mean, the router you have right now can compete with those routers as well. Yeah, that's a good deal. Yeah. Oh, yes, ma'am. Unfortunately, we are no longer, I mean, we no longer sell our products in the US directly. So most of our products are being sold through online retailers like Amazon, Best Buy, Walmart Online. And for local stores like Walmart and Target. Uh, we do have... in United Kingdom, though. But, uh, anyway... Yeah, we... we still... we think this Mmm. Mhm. Actually, yeah, hopefully, um... hopefully we'll be back there in the US. I mean, the market. Mm. Mm. Mm. Mm. Mhm. Mm.
12:00
Speaker 1
information. Okay, thank you. I'll call back. All right, thank you. Okay, bye-bye.
14:00
Speaker 2
Sure, ma'am. No problem. Appreciate your constant support with links and Ms. Brenda. All right, have a great day and thank you for calling. Take care.
14:00