V2 Rubric Detail — e8b54e1c-811e-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 14:01
Duration
7m 18s
Contact
706-714-9762
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol5.00/5
Efficiency5.00/5
Overall4.0/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.93/5
Overall63.0% (-17.0)

V2 Grader Summary

The agent correctly identified the WRT1900AC as end-of-support and provided accurate upgrade recommendations (MX-6200/MX-5500), satisfying R3 and T3. However, the agent failed to perform any diagnostic troubleshooting for the reported slow internet (R2 Not Met, T1 Not Met), jumping straight to a hardware replacement conclusion. The interaction resulted in a partial resolution by providing a path forward for an unsupported device without addressing the underlying performance issue.

V1 Case Analysis

Customer with WRT1900ACS (S/N: 18C2060713259) reported slow speeds. Device end-of-support as of 03/11/2020. Advised factory reset and upgrade to MX6200/MX5500. No further support available.

Troubleshooting Steps
  • Collected serial number and identified router model (WRT1900ACS)
  • Verified end-of-support status (March 11, 2020)
  • Suggested factory reset as a self-help step
  • Recommended upgrading to MX6200 or MX5500
Key Observations
  • Agent accurately identified the WRT1900ACS model and confirmed end-of-support status using the serial number
  • Provided factually correct advice about hardware limitations and valid self-help steps (factory reset)
  • Recommended appropriate current-generation replacement models (MX6200, MX5500) aligned with KB guidance
  • No technical inaccuracies found against KB documentation
  • Communication lacked empathy, clear recap of next steps, and acknowledgment of customer frustration
Positive Highlights
  • Accurately identified product model (WRT1900ACS) from serial number
  • Correctly confirmed end-of-support status with specific date (March 11, 2020)
  • Provided factually accurate explanation that outdated hardware may bottleneck modem updates
  • Suggested factory reset as valid self-help step for unsupported devices
  • Recommended appropriate current-generation replacement models (MX6200, MX5500)
Agent Errors / Gaps
  • Failed to acknowledge customer frustration or express empathy
  • Did not clearly recap next steps or summarize outcome before ending the call
  • Used minimal verbal cues which may have made the customer feel unheard

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 91%
Agent recommended upgrading to MX-6200/MX-5500 but did not confirm resolution of the reported slow internet issue; customer's primary concern was performance, not replacement.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting conducted — no speed test, no check of modem connection, no assessment of interference or device load. Agent immediately attributed slowness to outdated hardware without diagnostic steps.
R3 Met Correct resolution path conf 97%
Agent correctly identified the WRT1900AC as end-of-support (confirmed Mar 2020 EOS), explained limitations clearly, and recommended a valid path: upgrading to current models (MX6200/MX5500).
Technical Accuracy
T1 Not Met Technically accurate info conf 93%
Agent stated the router was outdated as the cause of slowness without asking any diagnostic questions (e.g., wired vs wireless speed, device count, ISP plan) or identifying specific symptoms beyond 'slow internet'.
T2 Met Appropriate tools / resources used conf 96%
Agent used internal lookup to verify serial number and confirm device model and support status ('as per checking here on my end'), which was necessary and appropriate for an EoS determination.
T3 Met No misinformation conf 98%
All technical information provided was accurate: WRT1900AC is EoS, MX6200 is Wi-Fi 6E, MX5500 is Wi-Fi 6; factory reset is valid for EoS devices even if not fully effective.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic control but used filler language ('hmm', 'yeah exactly'), had unexplained silences, and did not frame the interaction with clear expectations or transitions.
C2 Met Confirmed understanding conf 94%
Agent used plain language, avoided jargon, repeated model numbers clearly, and adapted to customer’s pace and confusion about serial number.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and followed through by providing product recommendations directly.
O2 Partially Met Proactive follow-through conf 85%
Agent advised customer to 'check our website' but did not specify when or how to proceed, nor set a timeline or follow-up. No concrete next step was assigned.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was a first-time contact with no handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within agent’s scope (EoS device guidance).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, so execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent said 'you’re welcome' and acknowledged customer frustration indirectly, but showed minimal empathy — no acknowledgment of 10-year device use or effort spent troubleshooting.
X2 Met Tone & rapport conf 92%
Agent matched customer’s conversational pace, responded promptly, and confirmed understanding through repetition of key points.
X3 Met Overall experience conf 91%
Agent avoided requiring unnecessary steps (e.g., no failed troubleshooting loops), used available data (serial lookup), and minimized customer effort.
Call Transcript13 turns · 14 lines
Speaker 2
Welcome to links this 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. Hi, thank you for calling links this is joy. How can I help you today?
00:00
Speaker 1
And they recommended that I call you guys to see if you could help me with that. Okay. And I thought I was going to be able to pull that up. Yes. Let me get that for you. I'm sorry for not having that ready at the moment. But, um. I'm going to go over and read it off to you. I thought I could get it on my link emission app. I got it got the it just connected from that also. All right. Let's see here. All right. Can you still hear me? Oh boy. Okay. Yeah. Eh, terrible.
01:00
Speaker 2
Okay, um, sure, may I have the serial number of your Linksys device, please? That's all right. YUP. Yeah. UP. [silence]
01:00
Speaker 1
Why do you guys put these things on here so small? Uh... All right, I'm going to take a photo of it because I can't see it. Stand by. Let's see here. I'm just going to comedy of errors over here. Stand by. Okay, I think I got it. So, the serial number is is 18 c is an echo 2060713259
02:00
Speaker 2
let me check. Let me just check this device, just a moment. Okay, as per checking here on my end, this device that you have, the WRT 1900 A-C-S.
03:00
Speaker 1
So if I did a full setup, it's still not going to be, still going to be out of date, out of support and I wouldn't be getting the latest flashes. Am I correct?
04:00
Speaker 2
is already end of support last March 11, 2020, so we can no longer provide any technical assistance for this one. And also regarding with slow internet connection. It might be one of the factor is that the router is outdated. So it would be uh recommend for you to have an upgrade for a newer router and also you can do a full factory reset for this router and set it up again and try it. That would help with the internet issue. hmm. Hmm. Yeah, exactly. Since the router might not keep up with the modem anymore. Especially if spectrum have some updates with their modem. Yeah, the router might not keep up and that might result to [silence]
04:00
Speaker 1
Well, the, uh, the, uh, are, are you still there? Hello? Okay. So, uh, yeah, Charter, since this is my personal router, they're not gonna touch it. They can't get in and do any of the updates or anything like that. So, um, yeah, they're, they're, they're happy to, uh, rent me one for $10 a month, which is absurd. But, um, I guess, I need to be in the market and look for an updated router. Um, do you, do you have a, do you have a, um, recommendation on a, uh, updated Linksys router? That would, uh, I, I, I guess that where I wouldn't have a problem where I'm on a wrong channel that's keeping me slow, so that it's constantly gonna give me the fastest speed?
05:00
Speaker 2
Drooping or slowing of internet connection.
05:00
Speaker 1
Okay. Yeah, go ahead with that model number. Okay. Okay. Okay. Okay. Okay. Okay. so I guess I'll be in the market. Okay. Okay. Okay. okay. All right. sounds good. I do appreciate your help and I have had this modem for probably over 10 years. So I guess it's about time. But uh, and maybe I shouldn't be so hard on. I shouldn't be so hard on Charter.[silence]
06:00
Speaker 2
Uh, the first one is the Wi-Fi-6E, which is M-X-6200. And the other one is M-X-5500. So, you can check our other models too. Yeah, you can check other models too in our website and check their specs to help you choose or decide what to purchase.
06:00
Speaker 1
or should I? It's probably my equipment. Okay. All right. Well, thank you so much. Okay. Bye-bye.
07:00
Speaker 2
Exactly. Yeah. You're welcome, sir. Have a good day. Bye.
07:00