V2 Rubric Detail — d25cce62-73d4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 16:08
Duration
5m 31s
Contact
818-636-1467
Issue Type
Internet/WAN Setup
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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall12.5% (-9.5)

V2 Grader Summary

The agent dismissed the customer's Wi‑Fi connectivity problem by stating the E1200 is no longer supported and suggested purchasing a new MX2000 without performing any troubleshooting or using appropriate tools. No empathy, ownership, or clear next steps were provided, resulting in an unresolved issue.

V1 Case Analysis

Customer reported no internet connectivity on Linksys E1200 after Spectrum modem change. Agent incorrectly stated support ended and advised replacement without troubleshooting. No resolution provided.

Troubleshooting Steps
  • Identified router model (E1200)
  • Checked support status in knowledge base
Key Observations
  • Agent failed to perform any standard troubleshooting for internet/WAN connectivity (e.g., power cycle, cable check, modem restart) despite it being the first step in all relevant KBs.
  • Provided an incorrect and potentially unsafe URL (register.links.com) instead of the official register.linksys.com.
  • Suggested upgrading the customer's laptop, which is irrelevant to router internet connectivity issues.
  • Did not acknowledge customer frustration or offer empathy, despite clear signs of distress.
  • No case number was created, and no warranty verification was attempted beyond unsupported verbal claims.
  • Agent incorrectly implied that firmware updates or support eligibility are the only factors in internet connectivity, ignoring basic physical and network layer diagnostics.
Positive Highlights
  • Correctly identified the router model from the serial number (E1200) at [03:00].
Agent Errors / Gaps
  • Failed to perform basic troubleshooting steps for internet connectivity (power cycle, cable verification, WAN status check) — violates universal escalation guide Step 1.
  • Provided incorrect URL 'register.links.com' — violates ACCURACY and KB guidelines for official domains.
  • Gave irrelevant advice to 'upgrade your laptop' — not supported by any KB and unrelated to the issue.
  • Did not collect or verify serial number formally — transcript shows agent did not confirm or use it for lookup.
  • Did not create a case or provide follow-up path — no case number, no email, no KB article reference.
  • Misrepresented support policy — while E1200 is end-of-life, agents must still provide basic triage and self-help guidance per paid support/warranty guidance.
  • Failed to acknowledge customer frustration — customer expressed confusion and helplessness, but agent offered no empathy.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the E1200 is no longer supported and suggested buying a new router; the Wi‑Fi connectivity issue was never fixed or meaningfully addressed.
R2 Not Met Diagnostic thoroughness conf 97%
Agent performed no troubleshooting steps (no power‑cycle, no cable check, no router admin review, no diagnostic questions) before concluding the device is unsupported.
R3 Not Met Correct resolution path conf 96%
For an out‑of‑warranty E1200 the agent should have still attempted basic troubleshooting; instead they dismissed the issue and only suggested a replacement, violating the OOW best‑effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions (e.g., when the problem started, LED status, modem connection) and jumped to a conclusion about firmware/end‑of‑life without evidence.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, router UI, speed test) were used even though they would be appropriate for a connectivity problem.
T3 Met No misinformation conf 92%
Agent correctly stated that firmware updates for the E1200 ended in 2022 and that the product is no longer supported, which aligns with the knowledge base.
Communication
C1 Not Met Clear & professional language conf 94%
Agent gave a long pre‑call script, failed to set clear expectations, and ended the call abruptly without confirming the customer’s understanding.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but did not adapt to the customer’s confusion about the old router and offered no clarification or checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of the issue; they immediately dismissed it and transferred responsibility to the customer to purchase a new device.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps or timeline were provided beyond a vague suggestion to buy a new router.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was performed and the issue did not clearly require escalation; the agent chose not to escalate.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed little empathy, offering only a scripted apology and then moving straight to a product recommendation.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pace to the frustrated customer and did not engage to keep the conversation collaborative.
X3 Not Met Overall experience conf 93%
Customer was asked to repeat serial numbers and received no assistance that reduced their effort; the agent forced the customer to consider buying a new router.
Call Transcript12 turns · 12 lines
Speaker 1
[silence] Hi, good morning. Our serial number you need right now. We need Wi-Fi. One
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 register.links.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. Thank you. For calling anything. So, can I help? Yeah. Uh, what is the circular? Mm?
00:00
Speaker 1
0 820 CC A A 2 4 4 2 5 6 Cisco Linksys is EE 1 2 0 0 We have Spectrum the Wi-Fi company and we don't we don't have a Wi-Fi that's why I talked with Spectrum yesterday. They said our router is not connected to the internet that's why call your company and shoot the internet to us is it possible?
01:00
Speaker 2
and you've model you're what's a model? [silence] Oh, got it. what's the problem with this rat?
01:00
Speaker 1
Row, we have a. Okay, okay, go ahead. Oh, no, no. The router is theirs. I mean, Spectrum, but uh, no, no, no, no. Modem is Spectrum's. The router is Linksys and they said they can't do anything uh, that's why I called you. Okay. Uh, a few, a couple months before it, it doesn't work that much well. And it's just just uh, the Spectrum came and that they changed everything and they gone. it that it started.
02:00
Speaker 2
Well, let me just check. Yeah. And then I'll go ahead. Then I'll go ahead. Oh, what is it? Got it. So, let me check the model number. When was the last time it was working?
02:00
Speaker 1
it's few months before but now completely gone the yesterday when I called the spectrum around two three days didn't work on and off on and off and then finally I called them and since last night uh no wi-fi at all they said that it's uh I don't know but they said they're not connected
03:00
Speaker 2
Understood. So, looking at the model number. Yeah. Right, because probably the reason is that the, I mean the firmware is not updated and unfortunately with regards to this model number, E 1200, we no longer update the firmware of this. Rather reason is that we no longer manufacture this and also no um we no longer train for this devices and in addition to that, unfortunately, the support for this ended 2022. So we can no longer support this.
03:00
Speaker 1
22? Okay, 22 years ago. That's why it doesn't work. That means, what's the best way what we do? Oh, you're yours. Okay, what's what the number? I'm ready. M-MX 2000 Linkage New Model MX 2000. Is this still they called Cisco or Linkage? Thank you. Oh, no more. Okay. Okay.
04:00
Speaker 2
Model on it. Uh, best. Uh, upgrade your laptop. Get a new router that is updated version. Um, you can look it up. in Amazon. you want me to suggest a model number? okay MX 2000 is the model number. think. see, is yet. Uh, it's Linksys. we were no longer affiliated with Cisco. so it's now
04:00
Speaker 1
Okay, that's the only way, you can't do anything with the, that's all the, I know it's rather old, maybe over 10 years, maybe, I think. Okay, no other way, huh? You couldn't do anything. Okay. All right. That's it. Okay. Bye. [silence]
05:00
Speaker 2
for this one, yeah. Right. Unfortunately. holding so much understanding. Okay. Bye-bye. Take care. Bye-bye. [silence]
05:00