V2 Rubric Detail — e0967b14-7b9e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 14:02
Duration
5m 58s
Contact
Frank Carter
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00136518
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall25.6% (-32.4)

V2 Grader Summary

The agent correctly identified the EA9300 as end-of-support but failed to perform any diagnostic troubleshooting or provide best-effort guidance, leaving the customer's 'no internet' issue unresolved. No tools were used, no next steps were given, and customer effort was not reduced, resulting in a transactional interaction with minimal empathy and ownership gaps.

V1 Case Analysis

Customer reports no internet on EA9300 router (SN: 18R41060A0801035); agent confirmed device is end-of-life and out of warranty, advised replacement. No troubleshooting performed.

Troubleshooting Steps
  • Collected customer name and phone number
  • Confirmed model number (EA9300)
  • Captured serial number (18R41060A0801035)
  • Verified product support status based on model
Key Observations
  • Agent correctly identified the EA9300 as end-of-life and out of warranty based on model, which aligns with KB guidance on unsupported devices.
  • Serial number was captured accurately from customer input at [03:00], contrary to initial assessment.
  • No troubleshooting steps were performed despite customer explicitly requesting diagnostics to confirm the router is faulty.
  • Agent did not verify WAN status, power-cycle the router, or check modem connection — basic steps expected even for out-of-warranty devices.
  • No self-help resources (e.g., KB articles) were provided to assist the customer in validating the issue independently.
Positive Highlights
  • Accurately captured and confirmed the router model (EA9300) and serial number (18R41060A0801035) from customer input at [03:00]-[04:00].
  • Correctly identified that the EA9300 is end-of-life and no longer eligible for technical or warranty support, consistent with Linksys product lifecycle policy.
  • Maintained a courteous and professional tone throughout the call.
  • Confirmed customer's environment (two floors, ~5 devices) to inform replacement recommendation.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting (power-cycle, WAN check, cable verification) despite customer request for diagnostic steps.
  • Did not provide any self-help resources or KB links to guide the customer in validating the hardware fault.
  • Did not confirm whether the issue was isolated to the router or could be upstream (modem, ISP).
  • Provided only a product recommendation without a structured diagnostic path, leaving the customer to guess the root cause.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared the EA9300 end-of-support and recommended replacement without resolving the connectivity issue or confirming it was hardware-related: 'This router... is no longer eligible for technical or warranty support. So I highly recommend that it's time for you to do an upgrade or purchase a new one.'
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed—agent skipped checks of LED status, cables, modem, or WAN connection despite customer explicitly requesting tests: 'I just want to be certain that I've done everything to test to be certain that it is the router and not something else.'
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the EA9300 as end-of-support per KB, but failed to provide required best-effort troubleshooting (e.g., power cycle, firmware check, basic diagnostics) before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent asked no diagnostic questions about symptoms (LED colors, other devices affected, modem status) and performed no logical troubleshooting sequence, despite customer requesting 'every test I should take.'
T2 Not Met Appropriate tools / resources used conf 100%
No tools or resources used—agent did not guide customer to admin interface (http://192.168.1.1), suggest WAN status checks, or recommend direct modem tests as required for 'no internet' issues.
T3 Partially Met No misinformation conf 95%
Correctly stated EA9300 is end-of-support (KB-accurate), but provided no technically accurate troubleshooting steps to address the 'no internet' symptom, despite customer requesting tests.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent gathered customer info (name, serial number) but lost call control by abruptly shifting to product replacement without confirming understanding, managing expectations, or framing the interaction properly.
C2 Partially Met Confirmed understanding conf 89%
Used simple language but did not adapt to customer's expressed uncertainty or verify comprehension of end-of-support status, next steps, or replacement options; communication remained transactional.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent provided a recommendation (upgrade) but did not take ownership of diagnosing the issue, performing troubleshooting, or offering actionable support steps beyond 'buy a new one.'
O2 Not Met Proactive follow-through conf 97%
No clear next steps, timeline, or follow-up commitment provided—agent ended the call after recommending replacement without offering a ticket, callback, KB article, or self-help resources.
O3 Not Applicable Closure confirmation conf 100%
Appears to be first contact—no prior case history referenced or required during the interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and none was warranted—issue was within L1 scope but required basic troubleshooting that was not attempted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation executed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized ('I do really apologize for the inconvenience'), showing minimal empathy, but did not acknowledge customer's frustration over wanting tests or repeated effort in troubleshooting.
X2 Partially Met Tone & rapport conf 88%
Maintained neutral tone but did not adjust pace, style, or communication to customer's hesitant/exploratory manner; interactions remained flat and transactional.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial/model information; agent provided no effort-reducing actions (e.g., KB links, self-help resources) and did not streamline the process.
Call Transcript10 turns · 11 lines
Speaker 1
I. I would like to see if someone can tell me if I have a problem with my linksys router. and. Say again? Yeah. Um, no internet connection. I tried to reset the router and it doesn't seem to do any.
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. [silence] Hi, thank you for calling link sys. This is Regina. How can I help you today? [silence] it doesn't have internet connection or is it suddenly stops working? What seems like the issue for your link sys router, sir?
00:00
Speaker 1
If it's dead, then I'll just go buy another one. But I just want to be certain that I've done everything to test to be certain that, to be that, um, you know, that it is the router and not something else before I go purchase another one. And so I'm unsure. Yeah. Yeah, so I just want to see if, if someone, if you or someone else can tell me a every test I should take before I just declare it dead and go buy another one. Sure. Frank Carter, C A R T E R. Yeah. F R A N K, yes. Yeah. 214-405-3162.
01:00
Speaker 2
Okay, so I do the link. Mm-hmm. Yeah. Sure, so let's take a look at the issue together and see what we can do today. But may I know your first name and last name, sir? Frank, F-A-R-N-K. Carter. Can you give me your callback number and when is your next available time? Perfect, can you send over your email? [silence]. And how many links does router do you have? Can you please provide a serial number of this device or? [silence]
01:00
Speaker 1
one eight are for yeah are one zero six zero a zero a zero eight zero one zero three five yeah um model number it is a a lynx sis no Wi-Fi name what is it oh this is no a max stream a C oh
03:00
Speaker 2
Okay, so let me just confirm it's one eighth R for robert, 1060 a for alpha 801 035. Is that correct? And the model number. Is it an e e A E E a serious M or? Now the model number at the bottom.
03:00
Speaker 1
Okay. ea 9300 echo alpha 9300. Free, okay. What is the current model that replaces this? I got 2 500 square feet two floors.
04:00
Speaker 2
I'm checking, I do really apologize for the inconvenience here. This router status, or this router. Is actually or no longer received software or security updates and it is no longer eligible for technical or warranty support. So I highly recommend that it's time for you to do an upgrade or purchase a new one. Um, I mean, I know how big is your house and how many floor levels does it have? Two floors.
04:00
Speaker 1
Oh, three or four. Well, two phones, about three computers, that's pretty much it. But we don't game. I don't need that. I don't need the biggest baddest game here. Okay. 2000. Okay. That is has WPS three capability in MIMO and uh 80 uh okay, 808211X. Okay. All right. I'll go look for it. Thank you very much. Appreciate it. Bye.
05:00
Speaker 2
The commonly used to connect with your wi-fi. [silence] [silence] [silence] All okay. [silence] You can actually look for an and 2000 for Michael X for X-ray 2000. Yes, one node. [silence] Yeah. [silence] Okay, you're welcome sure and thank you so much for your time Frank. Take care. Bye.
05:00