V2 Rubric Detail — e87cb656-7962-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 17:48
Duration
6m 13s
Contact
Tina Smith
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136029
Support Country
United States
Product Family
END OF SUPPORT
CSAT
—
Sentiment Trajectory
—
Ticket subject: slow internet speed
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided any diagnostic troubleshooting and gave only a product-replacement suggestion.

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
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent never performed any troubleshooting for the slow-connect issue, offered no empathy, and simply suggested buying a new router. No diagnostic tools were used, no next steps were set, and escalation was not considered, resulting in an unresolved call with clear avoidance of the problem.

V1 Case Analysis

Customer reported slow/unstable internet on Spectrum. Agent did not perform troubleshooting, incorrectly stated E-Series router is end-of-life, and recommended non-existent MX 5000 model. No valid next steps provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not perform any standard diagnostics (modem test, reboot, LED check, WAN status) before concluding the router was faulty.
  • Agent incorrectly claimed the E-Series router is end-of-life without verification or reference to Linksys support policy or product lifecycle.
  • Agent recommended a non-existent product (MX 5000), which is a material accuracy error.
  • No discussion of warranty, support eligibility, or self-help options was provided.
  • Call ended without any actionable next steps for the customer.
Positive Highlights
  • Polite greeting and identification of customer's ISP (Spectrum) at [02:00].
  • Collected customer name and email as per standard intake process.
Agent Errors / Gaps
  • Failed to follow standard troubleshooting flow (no modem speed test, no router reboot, no LED status verification, no cable/WAN check) — violates universal_isp_modem_diagnostics.md and universal_speed_below_plan.md.
  • Did not collect or confirm the router model number — violates PROTOCOL expectations in QA guidance.
  • Provided materially inaccurate product recommendation (MX 5000 does not exist) — violates ACCURACY per KB and product documentation.
  • Falsely claimed the E-Series router is end-of-life without evidence — contradicts Linksys support policy; E-Series models may be older but are not universally unsupported or end-of-life per KB.
  • Did not discuss warranty status, support eligibility, or escalation path — violates universal_escalation_guide.md and PROTOCOL.
  • Did not offer any self-help resources, KB articles, or follow-up steps — fails to provide even minimal operational closure as required by QA guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never fixed the slow-connect issue; only suggested buying a new MX series router.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps (reboot, speed test, LED check, WAN check) were performed.
R3 Not Met Correct resolution path conf 95%
Agent jumped to replacement recommendation without confirming warranty, hardware fault, or trying any fixes.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify specific symptoms, ask relevant diagnostic questions, or follow a logical process; attributed slowness to 'legacy firmware' without evidence.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (speed test, router admin UI, modem test) were used despite the issue clearly requiring them.
T3 Not Met No misinformation conf 92%
Agent claimed 'legacy firmware... doesn't support current internet speeds,' which is contradicted by universal_isp_speed_tiers.md and universal_speed_below_plan.md, which state that while older routers may have physical bandwidth limits, they do not inherently 'not support' the connection; furthermore, no KB supports the claim that firmware alone prevents connectivity for E-series routers.
Communication
C1 Not Met Clear & professional language conf 94%
Interaction lacked clear framing, step-by-step guidance, and control; the call ended abruptly after a sales pitch.
C2 Not Met Confirmed understanding conf 93%
Agent used vague language and did not confirm the customer's understanding or adapt explanations to her level.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of the problem; simply redirected the customer to purchase a new device.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps, timelines, or follow-up commitments were given.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference.
Escalation Judgment
E1 Not Met Correct escalation decision conf 93%
Agent chose not to escalate despite not performing any troubleshooting; escalation would have been appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy or acknowledgment of the customer's frustration; tone was purely factual.
X2 Not Met Tone & rapport conf 94%
Agent did not adjust tone or pace to the customer's repeated requests for clarification.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat information and was given a sales recommendation instead of a solution, increasing effort.
Call Transcript8 turns · 10 lines
Speaker 1
Hi, my name is Tina and the router I have, we have a Spectrum Internet and they said they think our router is going bad. It won't connect or it's very slow connecting. And they suggested I call you and see if there's something you can do to try to help me out.
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. Thank you for calling Linksys. This is Isaac. How can I help you? I'm sorry to hear about your router disconnecting slowly. May I have the serial number of your Linksys router, Tina? All right. I repeat again the serial number is [REDACTED_CARD_NUMBER]. Is that correct? All right. So this is the only Linksys router you have or you're using? Nice
00:00
Speaker 1
Tina Smith. T-I-N-A. C-S-Smith@slaveryrestorationdotcom. Slaveryrestorationdotcom. F. Yes. I'm sorry, what did you say?
02:00
Speaker 2
Just a record for you. Tina. May I have your full name? T. E. I, comma. Smith? And your, email address, Tina. Tina four five. At S play restoration calm, all right. And you mentioned your internet service provider is spectrum, correct? [silence] You mentioned you have trouble like connecting to Internet, correct? Yeah. [silence] And this issue has been occurring around. Approximately image All right. Now, let's try fixing it over a new session.
02:00
Speaker 1
Spectrum, yes. And they said this, this was slow connecting and um, to give you a call. Yes. Yes. Yes.
03:00
Speaker 2
A while ago that your internet service provider was spectrum. Nice. Let me see. So your router is connected and online, it's just that your internet speed is slow, is that correct? All right. Okay, Tina, I have to inform you that the reason, why your router's internet speed is slow or its performance is not at its best, it's because your router is an old linksys. It's some router. Apparently, this router is no longer manufactured by linksys because it has reached reached its end of life or EOL. What? Huh? For what reason? I'm asking you why it is like that. Because, your router has legacy firmware, which doesn't support current internet speeds, especially, the modern video streaming DSPA downstream and upstream speeds. The stresses the modern internet.
03:00
Speaker 1
Okay. Purchase? Yeah. Okay okay. Okay. Okay. All right. All right. Well, thank you. Thank you very much for your help.
05:00
Speaker 2
Products that's available for sale because many have already purchased this model, but you can select either MX series, like MX, 2000 MX 5000 or MX 6200. So long as they are MX series, there are more upgraded in terms of the Wi-Fi technology compared to the router you have, which is from the E series, which uses an older technology. All right. So that is all. Yeah, you're welcome. It's my pleasure to answer. [silence] Your, inquiry, and, your, concern. Thank you, also. Tina, for, calling, lingchus. Once again, this is, us. Take, care. Have, a great, one. Bye.
05:00