V2 Rubric Detail — d570d21c-7af8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 18:14
Duration
8m 29s
Contact
Ken Amerson
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00136399
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership1.00/5
EscalationN/A
Customer Exp1.43/5
Overall19.0% (-37.0)

V2 Grader Summary

The agent identified the WRT3200ACM as end-of-life but provided no troubleshooting, did not address the Zoom interruption symptom, and offered only a generic upgrade suggestion. No diagnostic steps or tools were used, ownership and empathy were lacking, and the issue remained unresolved.

V1 Case Analysis

Customer experiencing Zoom call drops; WRT3200ACM confirmed end-of-life and warranty expired. No troubleshooting performed. Agent recommended upgrade and offered to email end-of-support guide.

Troubleshooting Steps
  • Collected serial number and identified router model
  • Checked product status in internal system (end-of-life, warranty expired)
Key Observations
  • Agent did not perform any technical troubleshooting (no speed test, reboot, or WAN verification).
  • Agent provided factually incorrect information: claimed the WRT3200ACM still receives firmware updates after stating it is end-of-support and no longer updated per KB.
  • Misspelled 'Linksys' as 'Lynxsys' and provided an incorrect email domain ('chima.com' instead of 'gmail.com').
  • Failed to verify customer email correctly, risking delivery failure of promised guide.
Positive Highlights
  • Collected and confirmed serial number and model information.
  • Clearly communicated the router's end-of-life and warranty status.
  • Offered to email a relevant support guide to the customer.
Agent Errors / Gaps
  • No troubleshooting performed despite the issue being potentially resolvable (e.g., reboot, interference check, WAN verification).
  • Contradicted KB by stating the WRT3200ACM still receives firmware updates after confirming it is end-of-support and no longer updated.
  • Provided incorrect email domain ('chima.com' instead of 'gmail.com'), risking non-delivery of promised support guide.
  • Did not offer any basic troubleshooting steps despite the customer's issue being potentially fixable.
  • Misrepresented product lifecycle: implied updates were available until recently when KB confirms WRT3200ACM reached end-of-support in 2021 with no further updates.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the Zoom interruption issue, offered no troubleshooting, and closed with only a self-service email and upgrade suggestion.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (reboot, speed test, LED check, firmware check) were performed; agent skipped investigation and immediately declared device end-of-life.
R3 Not Met Correct resolution path conf 95%
For an out-of-warranty device, agent should have attempted best-effort troubleshooting (e.g., reboot, settings check); instead, dismissed with upgrade recommendation without any technical intervention.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify root cause of Zoom drops; did not ask about router placement, interference post-storm, connected devices, or test wired vs. wireless performance.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools such as local admin interface (http://192.168.1.1), speed test from router, or logs to verify WAN/LAN health despite customer reporting intermittent connectivity.
T3 Not Met No misinformation conf 95%
Agent claimed they 'can no longer provide you any assistance' because the device is EOL, which contradicts the OOW standard in the rubric requiring 'best-effort out-of-warranty troubleshooting'. Additionally, the agent provided contradictory statements about whether technical support was still available.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained basic call flow (greeting, data collection, closure) but failed to set expectations for troubleshooting or resolution path, making interaction feel transactional.
C2 Met Confirmed understanding conf 94%
Agent used clear, non-technical language, repeated customer details (name, email) for confirmation, and avoided jargon.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership of the issue; offered no active resolution, transferred no case, and provided only a passive email follow-up.
O2 Partially Met Proactive follow-through conf 90%
Agent promised to send a self-service guide via email but gave no timeline or confirmation of delivery, leaving follow-up incomplete.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 93%
No escalation occurred and none was warranted — issue was within scope for L1 but agent chose not to troubleshoot.
E2 Not Applicable Escalation prep & handoff conf 93%
No escalation took place, so execution of escalation cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent did not acknowledge customer’s frustration about Zoom disruptions or recent storm impact; no empathetic statements were made.
X2 Not Met Tone & rapport conf 95%
Agent maintained a scripted, detached tone throughout; did not adapt to customer’s concern about work-related Zoom issues or emotional state.
X3 Met Overall experience conf 92%
Agent collected serial number, name, and email once and did not require repetition; minimized customer effort in information provision.
Call Transcript14 turns · 16 lines
Speaker 1
uh my name is ken amerson and i have a linksys router and i've had a storm about 10 days ago and my zoom conferencing now gets interrupted so i i've called my cable firm and they said the signal coming in is strong and the modem is functioning so i'm wondering if it's my router and they said if i contact
00:00
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. Thank you for calling Linksys. This is Ice. How can I be of any assistance?
00:00
Speaker 1
you could do a speed test or a quality control test. Uh, the router is still working and it is connected now. Yes. Uh, yes. It is. uh, is that the, is that, uh, it's a long one. Ready? Well, uh, uh, 19 81 16, 0 9, 9 0, 0 5 86.
01:00
Speaker 2
So your router is still working or is still connected. I'll create for the record for you, sir. May I have the serial number of your Linksys router? Yes.
01:00
Speaker 1
[silence]
02:00
Speaker 2
I repeat again, the serial number is 19119811690900586. is that correct? And this is the only little router you have. So, uh, you mean to say your router is working fine, it's just, uh, the internet speed, uh, that is the issue, right?
02:00
Speaker 1
also functioning or is it compromised? Spectrum. My name is Ken Amerson. K for Apple. It is K Amerson post name so it's K A M E R S O N 099 at gmail.
03:00
Speaker 2
I see. Who's your internet service provider, sir? sounds like you. May I know your name, sir? Ken Emerson. Is it E for Echo or a for Apple? Ken Emerson. All right. Thank you again. Uh, what about your email address, Ken? So, K. Emerson, A-M-E-R-S-O-N 09-9-at-Chima.com. Is that correct? All right, Ken. I have to inform you that your router is very old one. I've checked the product details of your router and the device-this device, WRT 3200 ACM has already- reached its end of support- and- End of life, which means that there is no longer any security or firmware updates for this device. So, because of that, we link you
03:00
Speaker 1
I understand. Um, I don't need, I don't need to, I'm going to go do some research then on a new product, I mean to find an upgrade. Um,
05:00
Speaker 2
I can no longer provide you any assistance or warranty service for it anymore, but what I can provide is a self-service email with regards to ANDI end of support links it's products. It's a home networking setup guide. By that email, it can at least assist you with regards to your concern. [silence] Yes. I recommend that you upgrade your product because this WRT‚ I've mentioned, which end of life, it's no longer manufactured or sell by Lynxsys. And it has also reach end of support, meaning there's no longer any updates for this product because it's using an older technology. [silence]
05:00
Speaker 1
yes do your record show when this model went out of service or out of date
06:00
Speaker 2
technology and now we're using newer technologies, especially with the latest Wi-Fi technology we have and this router is using an older version of Wi-Fi technology. So it's better to upgrade your router to a new Linksys router or any brand you want. But so the your router, model WRT3200ACM is still working. It's just that it's still using an older technology. It's warranty status expired last 2021. Um, but this router was originally manufactured last 2019.
06:00
Speaker 1
It's interesting. All right. Well, I thank you very much.
07:00
Speaker 2
And it life cycle end of life and that last [REDACTED_PAYMENT_DIGITS], which also coincide with the warranty expiration status of your router, which is also in the year [REDACTED_PAYMENT_DIGITS] while the end of support end yet last [REDACTED_PAYMENT_DIGITS] meaning last [REDACTED_PAYMENT_DIGITS], we can still provide technical support assistance with this router because it still has update by [REDACTED_PAYMENT_DIGITS] and [REDACTED_PAYMENT_DIGITS], but after that we no longer have any security or formal update because we no longer manufactured or produce this type of router as it's using an old version of technology. No problem, but I will still send Send you the end of support home networking setup guide to your email address K. Emerson 099.com So that you can still at least read on that article maybe it could provide you some assistance with your concern okay? Right. Thank you for calling Linksys and take care have a great one. Goodbye.
07:00