V2 Rubric Detail — d69d8ab2-7ee1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 17:39
Duration
7m 7s
Contact
845-649-8197
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Discourtesy (C)

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
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to diagnose or troubleshoot the Wi‑Fi issue, misidentified the customer's EERO device as a Linksys switch, provided an invalid URL, and redirected the customer to another manufacturer without resolution. No empathy was shown, and the agent avoided ownership, resulting in a discourteous interaction that left the problem unresolved.

V1 Case Analysis

Customer cannot connect to Wi‑Fi; agent misidentified Eero router as Linksys switch and advised contacting Eero manufacturer; no troubleshooting performed.

Troubleshooting Steps
  • Requested model and serial number.
  • Asked about wired connection to modem.
  • Attempted to identify device type (incorrectly).
Key Observations
  • Agent misidentified the customer's Eero mesh device as a Linksys switch despite the customer mentioning 'EERO' multiple times.
  • Provided an incorrect support URL: 'support.linksysys.com' instead of 'support.linksys.com' — a clear accuracy failure per KB.
  • Failed to recognize that SE3000V8 is not a Linksys product and did not clarify the device brand before proceeding.
  • No standard Linksys troubleshooting steps were performed (e.g., power cycle, WAN status check, router UI access).
  • No attempt was made to guide the customer to locate her actual router or confirm network topology.
Positive Highlights
  • Agent maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Incorrectly identified the Eero device as a Linksys switch, despite customer mentioning 'EERO' multiple times.
  • Provided wrong support URL: 'support.linksysys.com' (transcript timestamp [00:00]). This contradicts the KB, which specifies 'support.linksys.com'.
  • Failed to verify the customer's actual router or confirm if Linksys equipment was in use before ending the call.
  • Did not perform any basic troubleshooting steps (e.g., power cycle, WAN status check, router UI login) as outlined in the KB for WiFi connectivity issues.
  • Directed customer to a third-party manufacturer without confirming the correct support path or offering any self-help resources.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent ended call saying customer needs to contact EERO manufacturer without fixing Wi‑Fi issue or confirming any resolution path.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps taken — no wired test, no router login, no firmware check, no LED status check.
R3 Not Met Correct resolution path conf 97%
Agent misidentified EERO as a Linksys switch and used warranty status as reason to stop helping, despite no troubleshooting attempted.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify symptoms systematically, skipped basic questions (wired vs wireless, LED status), and jumped to conclusion that device was a switch.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (router admin page, speed test, model lookup) despite clear need for device identification and network diagnostics.
T3 Not Met No misinformation conf 97%
Provided incorrect URL (support.linksysys.com) and falsely claimed EERO was a 'proof, six proof, six year router' — materially inaccurate technical information.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear framing, expectations, or structure; long silences and abrupt handoff indicate loss of control.
C2 Not Met Confirmed understanding conf 93%
Agent used confusing technical jargon ('proof, six proof, six year router') without adapting to customer’s confusion or technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent immediately deflected responsibility to EERO manufacturer instead of taking ownership of the issue.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps or timeline provided; only vague instruction to contact another company.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Agent failed to escalate despite lacking troubleshooting and misidentifying equipment — issue warranted internal assistance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; agent dismissed customer’s confusion and frustration without acknowledgment or reassurance.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone or pace to customer’s emotional state or level of understanding; continued with technical language.
X3 Not Met Overall experience conf 96%
Customer repeated device details unnecessarily and was sent to another vendor, increasing effort instead of reducing it.
Call Transcript14 turns · 15 lines
Speaker 1
my names, Dawn Weinstein, and I was just, I have, I was just on the phone with my internet provider and we're not able to, we're not able to connect to the network and they checked the modem, they rebooted everything and we can see the network on our devices but we cannot connect to it. So they're thinking that it's the, the router. So they gave me this number, to call you.
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.linksysys.com for more information about your product. Hello, thank you for calling Asia technical support. This is Charm > How can I assist you today? Hmm. Hmm.
00:00
Speaker 1
I'm sure the model number is F E 3008 v as in Victor 2. Yes. The serial number is 1, 3, R as in Robert, 2, 0, M as in Mary, 4, 8, H, A as in Apple. 0, 2.
01:00
Speaker 2
I see all right. I do apologize to hear that one moment. But then no worry. Let me see see with this concerns. Um, before we proceed. Can you please provide the model number and the serial number of your link site? router. Okay. S E 300. W 2. All right, let me see here. And how about the serial number?
01:00
Speaker 1
367. Correct. E. Echo. Or 8, for as in Victor 2.
02:00
Speaker 2
Got it. Alright. And this device, is it the one connected to your modem directly. Let me check here. Alright, so the model number is SE3000V8, correct. Alright, T3000.
02:00
Speaker 1
well, right now I have the modem and the router, they're both on, but like for my phone, I can't connect to Wi-Fi from my phone, I can't connect to Wi-Fi from my computers, nothing's connecting to the Wi-Fi, and I called my internet provider, they rebooted everything. I can see the, um, everything is online and everything is working for my internet provider. But for some reason, I can see on my phone, on my device, I can see the the um Wi-Fi. I can select
03:00
Speaker 2
[silence] All right, so you don't have any connection using wired when you wire it to your after this one or this device.
03:00
Speaker 1
[silence] It's okay, but it's selected. It just tells me no connection. [silence] It's not a router. [silence] I don't-- what-- Good question. Is I have something called it's all I see is this other white thing next to it that says E-E-R-O. I don't know what that is. [silence] Is that a router? Yeah. Yeah. Yep.
04:00
Speaker 2
Okay, so your modem and router is connected right now. But this device that you provided to me, ma'am, or this model number that you provided to me, is a switch. It's not a router. Yes, it's a switch that you can wire directly this one to any devices that you have. So, do you have any router that can use Wi-Fi? Okay, can you tell me if I'm so there is a spectrum modem, right? Your Internet service there is a spectrum modem and then this is.
04:00
Speaker 1
Yeah, the link's... There's a bunch of wires. Yeah, the length is... This is... This is... This is a little white thing called EERO. I don't know what this is. My husband usually does this. That's why I have no idea what I'm doing. So, I don't know if this EERO thing is a a router. I mean, that could be my problem. That I'm doing. [silence]. Yeah, I'm looking at it on
05:00
Speaker 2
And then you connect this device to your Spectrum modem. what else are connected to this device, ma'am? So, so it's, um, white, um, I mean, is it a white box or a white square? Small squares? The E-E-R-O, that you're referring to?
05:00
Speaker 1
online to try to see. This is just- that's just an extender. So I I mean, I don't know where my router is then. What the heck is a router? Okay. So the ero is the router. Okay. So I need to contact those people.
06:00
Speaker 2
Okay. He's a try two search for this one here and up and checking here you mentioned the E R O it's a proof, six proof, six year router so this means that this is your router man that E R O and the switch is only the lynx's that device but it's not the one who provided you a connection or a Wi-Fi connection. So you need to contact the E E R O manufacturer directly. Yes, that is the router. Yes, ma'am. Right. Thank you so much. And have a good one. Bye, friend. Now.
06:00