V2 Rubric Detail — d6a96d5c-75bb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 02:15
Duration
5m 57s
Contact
No name
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00135596
Support Country
United States
Product Family
END OF SUPPORT
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node

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
Technical0.62/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall2.8% (-19.2)

V2 Grader Summary

The agent failed to diagnose a basic connectivity issue and demonstrated a critical technical error by treating a non-mesh EA3500 router as a mesh child node. No meaningful troubleshooting was performed, and the agent prematurely ended the call by attempting to upsell a new product. All prior assessments agree on the unresolved outcome and critical failures in technical accuracy, ownership, and customer experience.

V1 Case Analysis

EA3500 router not reconnecting to internet after being moved; agent misidentified brand, gave wrong URL, promoted newer models, and ended call without resolution.

Troubleshooting Steps
  • Collected serial number and phone number
  • Asked if the device was a child node (incorrect topology assumption)
  • Mentioned power cycling without guiding or verifying
Key Observations
  • Agent misidentified Linksys as 'Lynxus' at [03:00], indicating a fundamental brand knowledge gap.
  • Provided incorrect support URL 'link's us.com' at [05:00], which is not a valid Linksys domain.
  • Promoted newer products (MX-6200, MBE-7000) as a solution instead of troubleshooting the existing device.
  • Failed to perform basic WAN troubleshooting: no check of modem connection, WAN LED status, or cable integrity.
  • Did not guide or verify the power cycle suggestion, nor check post-reboot status.
  • No case number created, warranty not discussed, and no follow-up scheduled.
Positive Highlights
  • Collected the customer's serial number (12C106053018925879-3367) [02:00-03:00].
  • Collected the customer's phone number (509-969-8455) [03:00], which could be used for follow-up if needed.
Agent Errors / Gaps
  • Incorrectly identified the brand as 'Lynxus' instead of Linksys [03:00].
  • Provided invalid website URL 'link's us.com' instead of support.linksys.com or linksyssmartwifi.com [05:00].
  • Promoted product upsell (MX-6200, MBE-7000) as a resolution instead of troubleshooting the reported issue.
  • Assumed the EA3500 was part of a mesh system and asked about child nodes, despite EA series being standalone routers.
  • Failed to follow basic Internet/WAN troubleshooting steps: no verification of modem connection, WAN LED status, or cable integrity.
  • Did not guide the customer through a proper power cycle (unplug modem and router, wait, restart in sequence).
  • Did not verify whether the power cycle suggestion was performed or effective.
  • Did not check or enable firmware auto-update, which is relevant for older models like EA3500.
  • Did not create a case number or document the interaction properly.
  • Ended the call without confirming resolution or setting a follow-up path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ended call after suggesting power cycle and upselling newer models, with no confirmation of resolution or further troubleshooting.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped basic troubleshooting (WAN/LED check, cable verification, router admin access) and asked irrelevant mesh-node questions on a non-mesh EA3500.
R3 Not Met Correct resolution path conf 95%
Agent pivoted to product upsell instead of providing best-effort troubleshooting for an out-of-warranty EA3500, violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Diagnostic process was illogical: asked if relocated router was a 'child node' despite EA3500 not being a mesh system; failed to identify actual symptom (no Internet post-move).
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used serial number lookup appropriately but failed to use or direct customer to essential tools like http://192.168.1.1 or WAN status check, which were necessary here.
T3 Not Met No misinformation conf 95%
Agent incorrectly treated the EA3500 as a mesh-capable device by asking 'Is that a child node?' and 'How many nodes do you have?'. Per universal_firmware_update.md, the EA series uses the 'Linksys Smart WiFi' interface and is distinct from the mesh families (MX, MBE, WHW, MR, LN) that utilize child nodes.
Communication
C1 Not Met Clear & professional language conf 95%
No call framing, no control during customer confusion, abrupt transitions, and unannounced end; agent lost control and failed to guide interaction.
C2 Not Met Confirmed understanding conf 90%
Used technical terms like 'child node' with no explanation; did not confirm understanding or adapt to customer’s evident confusion about router type.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent avoided ownership by redirecting customer to website for new purchase instead of attempting to resolve the reported issue with the existing device.
O2 Not Met Proactive follow-through conf 95%
No clear next steps, timeline, or follow-up plan; only vague suggestion to 'try power cycle' with no verification or contingency.
O3 Not Applicable Closure confirmation conf 100%
No prior history indicated; this was first contact, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted, as the issue was basic connectivity that should have been handled at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was attempted, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; ignored customer’s frustration about router failing after relocation, offered no acknowledgment of inconvenience.
X2 Not Met Tone & rapport conf 90%
Failed to match customer’s pace or tone; customer showed confusion (e.g., repeating MAC/serial), but agent did not slow down or clarify.
X3 Not Met Overall experience conf 90%
Customer repeated serial and MAC address; agent did not document or use info efficiently, increasing customer effort unnecessarily.
Call Transcript9 turns · 10 lines
Speaker 2
Welcome to Lixus Support. To ensure quality service, your tally 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.linksus.com. please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty support, please have your device serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
I have a router problem. What I did was I had to move the router to another room with the computer, and I can't get it to reconnect to the internet. [silence] Is it a -? When you say no, what do you mean? I have four input. [silence]
01:00
Speaker 2
Thank you for calling linksys. This is Robby. How can I assist you? um uh so you move the router to other location or to different rooms here and it's not working. Is that a child node? Is it a child node? Because you relocate it. Sir. How many nodes do you have? Like how many links device? Uh-huh. So you have four. So the one that you remove is one of the remaining node. Yes.
01:00
Speaker 1
Right. And we have a serial number and a MAC address. One, two C. One, zero, six, zero, five, three, zero, one, eight, nine, two. Hm. Five, eight, seven, nine, dash, three, three, six, seven.
02:00
Speaker 2
[silence]
02:00
Speaker 1
It's uh, it says Linksys EA 3 5 0 0. Yes. 5 0 9 9 6 9 8 4 5 5.
03:00
Speaker 2
Sir, are you referring is this a Lynxus brand of router? A A 3500. Well, let me check the serial number and then while waiting for the results, sir, may I ask if this is your first time calling Lynxus? Okay. So can I have your phone number, sir? So just in case we got got off, then I can call you. So it's 509-969-8455. Okay. Thank you, sir. Okay. Yeah, I have the result here, sir. So upon checking it here, so based on the model and the serial number, sir, I am really
03:00
Speaker 1
Okay, so you can help me. So, what are my options? Okay, and how do I do that? It was working a half an hour ago before I unplugged it. Could that heard it? Yes. I will try it again but okay. Well, thank you.
04:00
Speaker 2
like you can check on our website, link's us.com for a much, um, newer modeller. Our latest model is a mesh device. Okay, we have this MX-6200. That's the Wi-Fi six. We also have the MBE 7000. Check our website, sir. It's really, really nice, and it's really different from your EA 3500. Sir. This is like a really old model. It's no longer on our website. [silence] Yes, sir. It could be. Did you try to power cycle it? Power it off and on? Restart. Okay. So will that be the case? You're welcome. You have a nice day. Bye, sir.
05:00