V2 Rubric Detail — da4eeea0-5f72-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 17:37
Duration
9m 27s
Contact
604-617-1867
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall28.8% (+6.8)

V2 Grader Summary

The agent failed to resolve or meaningfully troubleshoot the recurring yellow LED issue, skipped diagnostic steps, and prematurely shifted to selling a new router. No escalation was needed, but the lack of empathy, ownership, and clear next steps left the customer without a path to resolution.

V1 Case Analysis

Customer reports intermittent internet with yellow LED on E7350 after firmware upgrade. Agent advised factory reset (incorrect hold time) and recommended MX series router with inaccurate warranty claims. Issue unresolved; no troubleshooting performed beyond reset suggestion.

Troubleshooting Steps
  • Asked if firmware was upgraded (already done by customer).
  • Suggested factory reset without correct hold duration.
  • Recommended purchasing a newer MX series router with inaccurate details.
Key Observations
  • Agent never confirmed whether the reset resolved the yellow LED issue.
  • No serial number or warranty status collected.
  • Agent provided incorrect reset timing (should be 10 seconds for E7350; agent said 'just in seconds').
  • Agent misidentified E7350 as 'e 7000, three, 50', indicating lack of model verification.
  • Agent falsely claimed MX series has '30 years warranty' (contradicts KB; standard is 1-year).
  • Call devolved into unsolicited upsell without structured troubleshooting.
  • No validation of WAN link, modem status, or LED meaning per KB.
Positive Highlights
  • Agent acknowledged customer's long-term status and maintained a polite tone.
Agent Errors / Gaps
  • Did not confirm product model despite customer mentioning E7350; relied on incorrect repetition.
  • Failed to collect serial number or verify warranty status.
  • Provided incorrect factory reset duration (should be 10 seconds for E7350; said 'just in seconds').
  • Misidentified customer's router model as 'e 7000, three, 50' instead of E7350.
  • Provided factually false warranty claim: 'MX series has 30 years warranty'.
  • Did not validate WAN link, modem status, or LED meaning per KB for E7350 yellow light (should indicate weak signal or WAN issue).
  • Pivoted to unsolicited upsell without completing basic troubleshooting.
  • Failed to create or reference a HappyFox case.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never confirmed resolution of the yellow LED issue; only suggested reset and replacement without verification.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting: skipped checking modem, firmware version, LED meaning, or running diagnostics before recommending reset.
R3 Partially Met Correct resolution path conf 91%
Recommended reset → reconfigure → replace path is reasonable, but did not verify warranty status or attempt firmware check, missing key steps.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Identified symptom (internet turns yellow) and asked if issue persisted after firmware upgrade, but failed to determine root cause like ISP vs router or LED interpretation.
T2 Not Met Appropriate tools / resources used conf 93%
Did not use any tools (e.g., guide customer to check admin UI at http://192.168.1.1 or http://myrouter.local) despite intermittent connectivity being diagnosable.
T3 Partially Met No misinformation conf 90%
Saying 'upgrading the firmware is the best solution' is misleading since customer already upgraded; 'press and hold just in seconds' is vague but not dangerously wrong.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent responded to customer but allowed long silences, lacked structure, and shifted abruptly to product sales without framing.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but did not confirm understanding of reset process or adapt to customer’s expressed frustration about recurring issue.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Abandoned original issue quickly, pivoted to selling MX series instead of fully guiding through reset/reconfiguration, showing poor ownership.
O2 Not Met Proactive follow-through conf 92%
No clear next step timeline (e.g., 'try the reset and call back in 24 hours') or follow-up commitment was established.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 91%
Correctly decided not to escalate — issue was within L1 scope and could have been resolved with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted given the nature of the issue.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed for recurring problem; tone remained transactional despite customer describing frequent disruptions.
X2 Not Met Tone & rapport conf 91%
Failed to match customer’s concerned tone; continued with generic responses and product pitch instead of addressing emotional state.
X3 Not Met Overall experience conf 93%
Customer had to describe the same issue multiple times; agent introduced unnecessary complexity by discussing new purchases instead of solving current issue.
Call Transcript13 turns · 14 lines
Speaker 2
Welcome to links. 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. 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.
00:00
Speaker 1
yes I'm a long-term uh uh uh customer I have uh Linksys Mesh and uh router and also there's a model I purchased years ago it's called E7350 from Amazon and I started to use it and the setup upgrade and to the new new firm if warehouse and uh but it's a the reason I'm doing that because sometimes the internet just turn yellow and with all reasons then after uh restart is get back like maybe for a day then turn back to the yellow I just don't know upgrade the the the the the the the firm warehouse I just don't know what happened for this Okay, so what else you can... Yeah, I mean, it's not, right now, it's okay. And just like after like a day or half day use, sometimes the internet turn yellow. You know what I mean? Like it stopped the internet signal. Yeah, then after I restart, I put the other power, button, like the, I press, then I restart it, then it's fine. Then, but just like a, it's a little bit too frequently.
01:00
Speaker 2
But you could tell me more, you said that you started to upgrade the firmware, is it like it's already intermittent the connection or dropping? Mm-hmm. Oh, okay. Mm-hmm. Yeah, it will be hassle if that's the case. Uh, the only solution for your router is to have it reset and reconfigure. If ever same issue happens, then if the modem is fine, it has something to do with the Linksys router.
03:00
Speaker 1
yeah, I did upgrade, right? OK, so so what you said is like, just keep like that. Yeah. Oh, you want me to turn changing a router. Uh huh. Mm hmm. Okay. I see. So so when when you say reset is just like I I put the there's a reset button in the back, right? So I just pushed it. Right, then it will be reset, right? Mm hmm.
04:00
Speaker 2
Upgrading the firmware is the best solution. [silence] You upgrade but what you upgrade is the firmware or the router itself. [silence] If ever the issue persists, if ever after reset and reconfiguration, it's still the same problem occurred, then replacing the router or upgrading it will be the best solution. [silence] You need to press and hold it just in seconds, but it will delete all the current settings saved and you will lose internet connection because you have to set it up. [silence]
04:00
Speaker 1
The best is just reset right, see what's going on right. Okay.
05:00
Speaker 2
all right, I see, so you're using that because it has more power, okay, okay.
05:00
Speaker 1
the new one. I I'm looking for another one. It's a from Amazon Linksys like store, is called MR. 9000. Yeah. yeah. Oh, I can. Add more. Oh. Oh. only you. Yeah. But it makes some more expensive, right?
06:00
Speaker 2
yeah this e 7000, three, 50 that you have is part of our easy mesh device the mrs series that uh- you're about to purchase is a completely different router that belongs to our intelligent mesh so for that one you can add extenders uh if you want to if you want the Wi-Fi to be extended since that's a mesh router, mr mesh router you can add more if ever what I can recommend instead is our MX series our MX series has a 30 years warranty that um uh our mr has only one warranty one year, I mean. So yeah, there's uh I think less than a hundred dollars [silence]
06:00
Speaker 1
I'm gonna MX serious, right? Uh, so what, what's the difference? MX is better than the MR. It's just 1K. Okay. So, can I buy extended warranty, like, from Amazon? Okay. No, no, no, extra. Okay. I see, I see, I see. Okay. So the, you said MX series, right? It looks like MR, right? Oh, really? Oh, I see. It looks like a mesh, right? Oh, okay. Okay. All right. So, okay. So the, but the one, the E7 50, whatever, that, that was like a Wi-Fi 6, right? But,
07:00
Speaker 2
You can check Amazon website search for MX series, link this, so that you'll see the price. Uh and when it comes to warranty, yes. From Amazon, I'm not sure what's their policy. From our end, there is no option like that. Mm-hmm. Yeah. No, it looks like a tower color white. EMR is like a flat device, color black. Yeah.
07:00
Speaker 1
2000 is like over 100 something right? MX. Yeah okay okay okay. 8,000 is probably the best right? 18 I don't know. Okay okay all right okay I got it thank you very much okay
09:00
Speaker 2
Mm-hmm. Yeah. Thanks. [silence] Correct. Mm-hmm. You're welcome. [silence] You take care. Bye bye. Bye bye.
09:00