V2 Rubric Detail — e394d182-7cc8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-11 01:36
Duration
11m 3s
Contact
Linda Stuart
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#EOS00136782
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E2500 - No internet

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-59.8)

V2 Grader Summary

The agent failed to perform any diagnostics or troubleshooting, jumping immediately to a replacement recommendation. Technical accuracy was poor, as the agent made unsupported claims regarding 'unlimited' phone support and warranty. No actionable resolution path was provided, leaving the customer's connectivity issue unresolved.

V1 Case Analysis

Customer reports E2500 router not delivering internet/TV. Agent identified router as end-of-life and recommended replacing with MX2000 or MX4200. No troubleshooting performed. Customer accepted self-help path.

Troubleshooting Steps
  • Requested model number (E2500).
  • Informed customer the router is End-of-Support and obsolete per KB guidance.
Key Observations
  • Agent correctly identified E2500 as end-of-life per KB guidance (adjacent_device_setup_scenarios.md), which states legacy pre-2010 devices like E2500 are EOL and pose security risks.
  • No basic troubleshooting (power-cycle, modem check, WAN verification) was performed despite customer reporting a physical 'network cable' status issue.
  • Serial number was requested but not obtained; no warranty check or eligibility confirmation was completed.
  • Agent provided vague pricing guidance ('less than $100') without confirming current market prices or availability.
  • Call control was poor: agent repeated unclear questions, gave confusing statements (e.g., 'MERV router'), and failed to confirm customer understanding of model numbers.
Positive Highlights
  • Correctly identified E2500 as end-of-support per KB guidance, advising replacement due to lack of security updates and compatibility issues.
  • Provided a clear self-help path by recommending specific supported models (MX2000, MX4200) that are compatible with current firmware and support policies.
  • Accurately explained that newer models include unlimited phone support, setting proper expectations for future assistance.
Agent Errors / Gaps
  • Failed to follow standard troubleshooting flow for internet connectivity issues (e.g., no power-cycle, no modem/WAN check).
  • Did not verify ISP/modem status or physical WAN connection despite customer mentioning Spectrum confirmed their service was working.
  • Did not collect required product serial number or confirm warranty eligibility despite discussing support status.
  • Provided vague pricing guidance and suggested purchase without confirming feasibility of repair or current product pricing.
  • Poor call control: repeated unclear questions, gave confusing statements (e.g., 'MERV router'), and failed to confirm customer understanding of model numbers.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent declared router obsolete and advised replacement but provided no actual resolution (no RMA, order, or verification).
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting performed; agent jumped to replacement advice without diagnostic questions or steps.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified E2500 as end-of-life but failed to offer best-effort troubleshooting (e.g., factory reset, signal check) expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic process applied; agent did not identify symptoms, ask relevant questions, or narrow cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (remote session, admin UI, speed test) despite connectivity issue requiring investigation.
T3 Not Met No misinformation conf 95%
Agent claimed 'unlimited support on the phone' and 'don't have to worry about warranty' for MX2000/4200, which contradicts KB guidance on variable support by region/warranty.
Communication
C1 Not Met Clear & professional language conf 96%
Poor call control: long silences, repeated 'your name again?', no agenda setting, abrupt transitions.
C2 Not Met Confirmed understanding conf 94%
Used non-adaptive language ('Nokia 3210' analogy), did not confirm understanding, failed to adjust to customer's confusion over model numbers.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
No ownership demonstrated; agent did not assist with setup, verify replacement options, or follow up; simply told customer to buy a new router.
O2 Not Met Proactive follow-through conf 94%
No clear next steps or timeline; vague suggestion to 'go buy a new one' without model-specific guidance or support path.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none warranted — issue was hardware replacement, not a technical escalation case.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy shown; blunt statements like 'Do not spend too much on router' without acknowledging frustration or effort.
X2 Not Met Tone & rapport conf 94%
Failed to adapt to customer's pace or confusion; customer repeatedly asked for repetition, indicating disengagement.
X3 Not Met Overall experience conf 93%
Customer asked to repeat information; agent added effort by introducing unclear model suggestions (MX2000/MX4200) without context.
Call Transcript13 turns · 14 lines
Speaker 1
will give me the serial number of the the link box.
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. Oh, oh. Oh. [silence]
00:00
Speaker 1
Do you need a flashlight or anything? Will you write it down? [silence] this message has been transcribed one moment while I notify the caller Hello Yes. My television is giving me trouble with my and she's. I called Spectrum who I have my internet with and uh, she told me it was in my uh, what is that box? The router box is not connected or something. and they can't fix it because it's your your system. I can't get my computer back up again.
01:00
Speaker 2
Thank you for calling Linksys, my name is Nathan. May I know who am I speaking. [silence] Hello? Yes, my name is Nathan, there you are. How can help you madam? [silence] All right. Hm. What is the problem? Tell me. [silence]
05:00
Speaker 1
Again and the television keeps telling me, network system, network cable connection. I want to get back on the internet and my television both. I don't see any arrow. I can't get anything on computer or the I have my TV that comes on, but it is telling me that the setting network setting is connected. It says network cable setting. And we have it through Spectrum.
06:00
Speaker 2
What do you want to achieve? Turn on the Wi-Fi, turn on the computer, turn on the internet. Be specific. All right. Did, all right. When you try to connect to the Wi-Fi or to the internet, what is the error that you're getting? [silence]
06:00
Speaker 1
and our internet, but they can't do anything because their box, it's not a spectrum box. The model is E2500. And what other number do you want? So the box is, okay, so it's, okay, okay, the router is broken and we need a new one. Yes, we have. [silence] ### Contributors (3) 1. Fokus-Bier 2. Fang-Hsuan-Huntsman 3. Zerabun
07:00
Speaker 2
All right. Can you give me the model and the serial number of your links router? [silence] This router is already, obsolete it's End of Support and End of Life since 2025. Yeah, you need to replace the router is broken. Yes, you had this for the past nine, 11 years. Wow. That's good.
07:00
Speaker 1
what did you? do. okay. okay.
08:00
Speaker 2
Yeah. Your name again? I didn't get your name. Let me clarify. The physical is OK. So let me clarify. The physical router is working. OK. The problem is it's old and the network has upgraded. So it's just like we have a Nokia 3210. It's good, but everybody is using an iPhone and so you'll get headaches and problems and connectivity issues. That's what you're getting right now. The router is still OK physically. Yah, replace it. Do not spend too much on router. Do not spend too much on a router. The router is less than $100. That's your budget. Do not spend too much. Do not buy a expensive one.
08:00
Speaker 1
Okay. Okay, let me, okay, I didn't write. Do you have the pen? No. Okay, give me those numbers again. I didn't have my pen. MX 2000. 4200. Okay. and that will be your brand as well, right? Okay. Okay. Okay, I will do that. Thank you very much. I appreciate it. Nope, nope. I'll just go buy a new one. Thank you for your help. Bye.
09:00
Speaker 2
MERV router. Go for MX 2000, or MX-4200, and then links it will have unlimited support. You do not have, you don't have to worry. MX, Mary ExRae, 2000 or MX, or MX 4200. Yes, and then, okay, take note, unlimited support on the phone, and then you don't have to worry about warranty for this one for the phone support. All right then. Anything else? Thank you, Linda. All right then. Sid, how are you?
09:00
Speaker 1
I'm sorry. 1a said I just 5 a a 1 at their company and they do. for you. And uh, your router was old at 225 200 2025. [silence] but I report them for you. [silence] and uh [silence] 25 [silence]
10:00