V2 Rubric Detail — d73ae682-7099-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 13:29
Duration
11m 47s
Contact
No Name
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00134752
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall20.6% (-15.4)

V2 Grader Summary

The agent correctly identified the WRT3200ACM as end-of-life but failed to conduct any troubleshooting or offer best-effort support. No tools were used, no ownership demonstrated, and the call lacked structure and empathy, leaving the customer with only a vague product recommendation and no actionable next steps.

V1 Case Analysis

Customer with WRT3200ACM (serial 19811608800971) experiencing frequent outages. Agent confirmed device is end-of-life but performed no troubleshooting. Provided inaccurate coverage claims for MX2000/MX6200 (e.g., '1500 ft to 500 ft') and Velop Pro 6E. Customer requires Ethernet backhaul for 1,000 ft run to remote shop, but agent did not address feasibility. Directed customer to purchase at Best Buy without follow-up path.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified WRT3200ACM as end-of-life per KB guidance in universal_eol_firmware.md.
  • No troubleshooting steps (reboot, firmware check, WAN status) were performed despite customer reporting active outages.
  • Agent provided materially inaccurate coverage specifications: claimed MX2000 covers '1,500 ft to 500 ft' and three nodes cover '6,000' (implied sq ft) — contradicts KB and product specs (MX2000 covers ~2,700 sq ft per node; MX6200 covers ~2,500 sq ft per node).
  • Agent failed to address customer's core need: supporting a 1,000 ft Ethernet run to a remote shop via hardwired backhaul, which is technically feasible with proper mesh node configuration.
  • No case number was created, and no follow-up or escalation path was established despite unresolved technical requirements.
Positive Highlights
  • Accurately captured and repeated the serial number (01:00–02:00).
  • Correctly identified the WRT3200ACM as an end-of-life product per KB guidance (02:00).
  • Maintained a polite and patient tone throughout the call.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting (reboot, firmware check, WAN status) on a reported hardware fault, violating support protocol for EOL devices.
  • Provided factually incorrect technical specifications for recommended products (MX2000/MX6200 coverage claims), contradicting KB and product documentation.
  • Did not assess or advise on feasibility of 1,000 ft Ethernet run or proper backhaul configuration for remote node, despite customer's explicit requirement.
  • Did not verify warranty status or discuss support options (e.g., paid support, RMA) despite EOL device and customer's need for replacement guidance.
  • Did not collect critical information (ISP type, modem status, network topology) needed for proper product recommendation.
  • Gave no actionable next steps beyond 'buy at Best Buy', leaving customer without a technical path forward for Ethernet backhaul setup.
  • Failed to create a case or document the interaction, violating protocol for follow-up and escalation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent identifies EOL status but offers no resolution path—no troubleshooting, factory reset, or firmware check—only a product recommendation.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps taken—no request to power cycle, check logs, or verify connection; jumps straight to replacement suggestion.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identifies device as EOL and explains support limitations, but fails to offer best-effort troubleshooting (e.g., factory reset, firmware reflash) before recommending purchase.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process—agent does not ask about symptom frequency, recent changes, or connected devices; skips root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Agent does not use any tools (e.g., firmware check, admin login, logs) despite the issue being router-down; relies solely on model lookup.
T3 Partially Met No misinformation conf 85%
Correctly states WRT3200ACM is EOL, but gives inaccurate coverage claims (MX2000 mentioned but not standard; MX6200 coverage overstated without context).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent sets basic expectation about EOL status but fails to structure the call—no agenda, weak transitions, and excessive filler ('mm-hmm', 'yeah') reduce control.
C2 Partially Met Confirmed understanding conf 80%
Agent uses simple language but does not confirm understanding or adapt to customer’s technical level; repeats serial number without verifying accuracy.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent does not take ownership—offers no follow-up, ticket, or callback; ends interaction with no commitment beyond 'call back later'.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timeline—customer left to self-navigate purchase and setup without guidance or support plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted—customer sought advice, not escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledges customer’s long-term use ('kind of old, sir') but does not express empathy for frustration or repeated downtime.
X2 Partially Met Tone & rapport conf 80%
Agent matches customer’s conversational pace but uses repetitive, non-specific affirmations ('yeah', 'mm-hmm') that don’t confirm engagement.
X3 Not Met Overall experience conf 90%
Customer repeats serial number multiple times; agent repeats it back without using it for lookup or saving effort—adds friction.
Call Transcript18 turns · 21 lines
Speaker 1
Hey hi. I'm just trying to take a picture of my model. I gotta link this router. I've had it for about four years, I guess, and uh, it keeps, I'm not really, it goes down all the time. I got, it's not working.
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.m.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Hi, thank you for calling Linksys Technical Support, my name is Lenin and how can I help today? Mhm. Mhm.
00:00
Speaker 1
Well it's probably my router's getting pretty old, but I look and it's still, you know, you can still buy these for $200. But anyway, you want to hear this, do you want the model number? So link is, Linksys zero zero nine seven one. Serial number. Okay, serial number is a s s n one nine eight one one six zero eight eight zero zero nine seven one. Okay, here it is again. One nine eight one one six zero eight eight zero zero nine seven.
01:00
Speaker 2
for the Wi-Fi name sir do you mind providing me the exact serial number I'm try sir couldn't you repeat that one that's one nine eight
01:00
Speaker 1
Yep, that's it. Oh. Oh. Okay, so that's why. How old is it?
02:00
Speaker 2
Hmm. Okay. Thank you so much for that one, sir. Let me just repeat. It's 19811 608800971. Okay. All right, sir. So, uhu, just to set your expectation, sir, the Linux device that you have right now has the model number WRT3200ACM. And just to let you know, this, uh, specific device is actually already part of our end of life devices, which means we no longer manufacture this one and update its firmware. Yeah. Also, uhu, Mm. And, uh, this is actually, like, it's actually kind of old, sir, if I would say. Um, this is like, like more than 10, 10 years old.
02:00
Speaker 1
Yeah. Really. Well, hey, time flies when you're having fun, huh? Well, no wonder. So it's my router. Okay. So I'm going to have to get a new one. Okay. Well, I got a 500 megabytes. I from Spectrum. You know who that is. What router do you recommend? No, I don't know nothing about it.
03:00
Speaker 2
Yes, sir. Actually. Um, Yes, sir. Exactly. I would be um suggesting you consider to upgrade the I mean, in upgrading your router, uh because technically it may not be able to keep up with your internet service provider. So yeah. Um, Mm-hmm. Um, Well, right now, most of our customers are using uh mesh routers. I don't know if you're familiar with that. Um, Yeah. So a mesh router uh consists of multiple routers interconnected to each other to create a mesh uh network, which basically uses the whole house as a Wi-Fi-uh hub. Um, and it covers all, uh, dead spots in a house and then more. Um, yeah. So it covers all corners, upstairs, downstairs, um, and outside of the house as well. Um, so it's really convenient for streaming video, um, gaming, and as well for accessing the network from anywhere in your property.
03:00
Speaker 1
Well, listen. This is how I got it hooked up. OK, I got it hooked up in my office in the house. OK, then I've got ethernet. I got ethernet cable running a thousand feet into the woods to my shop. And I have another router there that plugged into another router. OK. And then I got my. And then, hey, so then I got my laptop, I got my desktop plugged in in there. And I have my TV box plugged in and I have internet service out there and I have Wi-Fi out there because it doesn't reach from the house. It's too far. So that so So, I can still do that because my my router out there works fine.
04:00
Speaker 2
mm-hmm well you can you can use I'm sorry go ahead mhm mhm I see
04:00
Speaker 1
It's just the one in here. So I I can do the same thing, right? Just plug it into this one and it'll work that one out there, right? Ah, too far. Too far. No, I don't want that because I want to plug my hard. I want to plug it in in my shop. I want to plug my desktop in. It's not Wi-Fi. Well, can I plug it in? Oh, I can plug that into my shop? Oh, I want it, I want it hardwired. It's just too far.
05:00
Speaker 2
Yeah. Yes, sir. So, actually, it can all be, uh, done with, the, the mesh system. So you just have one...mm-hmm. Yeah, yeah, uh, it can actually cover that. It's actually, uh, more advanced than this, uh, old model. But, uh, anyway, it's still up to you, sir. It's on your end. Yes, sir, of course. You can set it as...Mhm, you can set it as a hardwired device or a wireless device. Yeah, it's a...Yeah, you can actually.
05:00
Speaker 1
Okay. M here, I'll write that down, MX 2000. Well, I want the good one. I got 500 megs, I don't want to fool around. I want the best you got. MX 2000. MX 2000. Okay. Do I need another router? Okay, well, then, I would need, I would need. Okay, well, how far does one go? I got a big yard. I got a big yard. I live on a pond. Oh no, I need more than that. More, I need more than that. How far?
06:00
Speaker 2
You can actually interchange it whether you like it. It's up on your own discretion and how you would like it to be set up. And you can do hardwired. You can also do wireless. So it's up to you. And this MX2000. Well, yeah, it can actually cover up to 1,500 ft to 500... I mean, if you consider two nodes, that will extend the coverage. And if you wish to... well, if you got three nodes, it will be a total of like 6,000. Yes, yes, yeah, uh we have this router that can uh cover up to 3,000 sq ft. So, if you have two of it, you can cover up to 6,000. Yes, yes, yeah, we have this model which the MX 6200. Uh you can uh also
07:00
Speaker 1
It's a what? V-E-L-O-G, Belup What? Oh. Yeah, you got it. Yep. Yep. belt Pro, Pete. belt Rob Roy Pro 6E. Okay. Okay. That's what I need then Yeah. well, it's just like the one I got. I want one like I got. Well, what about the uh what about the Max 6,200? Matt the MX 6,200. I thought you said that's good for 3,000 square feet. Okay. Well, I'll get that one. Okay, I'll try.
09:00
Speaker 2
No, it's not like the typical router that is, um, like, a block box or something with a antenna. It's, it's more, of, like, a tower type. It's like a node. I mean, it's not, it's called node, and it, it's, like, a tower type. And if you're looking at it, it's more, of looking, like, a speaker. You know, what I, what I'm saying? But you can actually check, uh, mm-hmm. Mm, no, no, is it, or, um, what is that again? yeah, yeah, that's, what I, what, I, I mean. The Amex. Takes you to a... sure, no problem. You can, you can
10:00
Speaker 1
Where do I where do I find that? Amazon, eBay or I buy it from where do I buy it? From from, Linkezit? Oh, best Best Buy's got them? Okay, I'll go to Best Buy. Okay, I'll call you back for tech support, you can show me how to hook it up. Okay, sounds good. Okay, great. Thanks. Bye.
11:00
Speaker 2
Yes, yes, sir. All right, sir. yes, sure, of course. We can always uh, uh, help you All right, sir. Bye for now.
11:00