V2 Rubric Detail — ef0737d8-8201-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 17:07
Duration
8m 4s
Contact
386-748-7250
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency4.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical0.62/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall22.8% (-33.2)

V2 Grader Summary

The agent correctly identified the RE6500 as end-of-support (R3 Met) but failed to perform any troubleshooting (R2 Not Met) or resolve the issue (R1 Not Met). Factually impossible end-of-support dates were provided (T3 Not Met), but this did not meet auto-zero criteria per Assessment 3. The customer received no empathy (X1 Not Met), ownership (O1 Not Met), or effort reduction (X3 Not Met), resulting in an unresolved case directed to self-service.

V1 Case Analysis

Customer requested setup help for RE6500 range extender; agent informed product is end-of-support and provided self-help resources (AI tool, support.linksys.com). No live troubleshooting performed.

Troubleshooting Steps
  • Collected customer contact information and model number
  • Confirmed product status as end-of-support
  • Provided self-help resources (support.linksys.com)
Key Observations
  • Agent correctly followed EOS protocol by declining live troubleshooting and offering self-help resources
  • Agent provided factually incorrect end-of-support dates ('March of 7026', 'May of 2025'), which contradicts Linksys policy and undermines credibility
  • Customer offered a serial number at the beginning of the call, but the agent did not record or verify it, missing a protocol opportunity
  • Agent directed the customer to the correct support URL (support.linksys.com) and AI tool for self-help guidance
  • Communication was scripted and lacked empathy, but the technical path provided was valid
Positive Highlights
  • Correctly identified the RE6500 as an end-of-support product and followed protocol by directing the customer to self-help resources
  • Provided the correct support URL (support.linksys.com) and AI tool guidance for step-by-step setup
  • Collected complete customer contact information (name, phone, email)
Agent Errors / Gaps
  • Provided materially incorrect end-of-support dates ('March of 7026', 'May of 2025') — these are not plausible and contradict Linksys KB guidance
  • Failed to verify or record the serial number the customer explicitly offered, a missed protocol step even for EOS products
  • Used excessive filler words ('um', 'ma'am') and lacked empathetic acknowledgment of customer frustration

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only told the customer the E6500 is end-of-support and directed them to the AI tool; no setup was completed.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; the agent did not ask about power, LEDs, reset, or configuration.
R3 Met Correct resolution path conf 93%
Agent correctly identified the device as end-of-support and offered the only available self-service options (AI tool, support site).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions or follow a logical sequence to isolate the problem.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent referenced the support website and AI tool (available resources) but did not use any diagnostic tools that might have been needed.
T3 Not Met No misinformation conf 95%
Agent stated end-of-support occurred in 'March of 7026' and 'May of 2025' — both dates are factually impossible.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept the call moving to the website suggestion but provided long pauses and did not clearly frame the interaction or set expectations.
C2 Partially Met Confirmed understanding conf 84%
Language was simple, but the agent did not check the customer's understanding or adapt to the frustration expressed.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent immediately handed the customer off to self-service without taking ownership of the setup issue.
O2 Partially Met Proactive follow-through conf 86%
Agent gave a next step (visit support.linksys.com and use the AI tool) but offered no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was required for an end-of-support product.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent gave a factual statement but did not acknowledge the customer's frustration or apologize.
X2 Not Met Tone & rapport conf 90%
Agent maintained a monotone script and did not adjust tone or pace to the customer's confused, frustrated state.
X3 Not Met Overall experience conf 92%
Customer was left to navigate the AI tool and website on their own, creating unnecessary effort.
Call Transcript12 turns · 12 lines
Speaker 1
Here you go. Serial number. One on the side. [silence]
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.
00:00
Speaker 1
Yes ma'am, I am over at my neighbor's house and I'm trying to help him set up his Linksys Extender. And neither one of us know what we're doing here, so we thought we'd give you a call.
03:00
Speaker 2
Thank you for calling, Language. This is Skyla. How can I help you? Mm. What's what? Mm. All right. Can have your phone number ma'am, to create a record.
03:00
Speaker 1
uh yeah hang on just a second hey jane he doesn't hear that well earlier hold on one second uh what's your phone number here mr. fred 36 38 748 7250 7250 uh what's your name is gene copen covin haven sure okay copen Haven CO.
04:00
Speaker 2
Hey, okay. How about first name, last name? Sopon, right? Okay, last name is S, O, P, O, N.
04:00
Speaker 1
Or the E R, uh-huh. no, GENE. What's your email address? G V E N E G C 1 at Bell South .net [silence] The model number of that is an R e six five hundred. [silence] Yes.
05:00
Speaker 2
T-P-E N-H-A-V-E-R. And what does it say? J-E-A-N. Okay, how about the email address? Okay. Can you give me the model number of the Linksys device? Okay, let me just check this device. Is this the first time setting up this device?
05:00
Speaker 1
Yeah, we tried to go through the step-by-step, but it wasn't working for us. That's why we
06:00
Speaker 2
Okay. [silence] Okay, ma'am before we continue here, let me just inform you [silence] about the status of the um device the E6500. Um this device is one of our end of support products. That means Linksys is no longer providing any technical assistance. What we can offer is to um wail or um take advantage of our um AI agent or AI tool that can be found on our website Support.Linksys.com. Okay. [silence] The AI tool also ma'am can guide you step-by-step on how to set up the Range Extender.
06:00
Speaker 1
Oh, I thought we would give you guys a call, but you're not providing any support for this unit anymore? I don't, so we have to use the AI thing to try to, chip. Okay. Okay, we'll try that. Okay, thank you.
07:00
Speaker 2
Um, yes, ma'am. Um, the support for this product already ended, um, um, May, uh, March of 7026, some of the products, but for this type of variant of the range extender already ended, um, or May of 2025. Um, yes, ma'am. Okay. And then on the website also, you may try to check, um, search the model number. Um, it will give you also like articles on how to, um, set up this device. Okay. Again, the website is support.linksys.com. Okay. Thanks for calling. You're welcome. Thanks for calling Linksys. This is Carla, ma'am. Have a good day.
07:00