V2 Rubric Detail — efc0d226-5f86-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-03 20:00
Duration
5m 4s
Contact
Dave Young
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00132114
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA4500 - no internet

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall16.7% (-41.3)

V2 Grader Summary

The agent correctly identified the device as end-of-life but failed to perform any troubleshooting, use diagnostic tools, or provide a meaningful resolution. Communication was poor, ownership was absent, and the customer was left with no actionable path forward, resulting in an unresolved case.

V1 Case Analysis

Customer (Steven) reports Wi-Fi failure on old LNS1200 router. Agent determined device is end-of-life, advised replacement, and offered to email factory-reset instructions. No case created. Follow-up via email planned.

Troubleshooting Steps
  • Requested and partially obtained model/serial number
  • Assessed device age and support status
  • Advised against rebooting or firmware update
  • Recommended replacement or factory reset
Key Observations
  • Agent repeatedly misidentified the customer as David, Miley, and Dave [01:00, 01:30, 02:00].
  • Customer provided serial number '12 a 46 oh 907' which maps to 1200604600907 [02:00]; agent inferred model LNS1200.
  • Agent correctly stated 'this router is very old and this is no longer supported' [03:00], aligning with KB guidance for legacy devices.
  • Agent offered to email factory-reset instructions, providing a valid self-help path for an out-of-warranty customer who declined paid support.
  • Long silences occurred at [01:00], [02:00], [03:00] with no explanation or progress.
Positive Highlights
  • Correctly identified the router as end-of-life and aligned advice with KB guidance (avoiding reboot/firmware updates on aging hardware).
  • Offered a practical self-help path (emailing factory-reset instructions) for an out-of-warranty customer who declined paid support.
  • Used a relatable analogy (iPhone 5 vs iPhone 17) to explain incompatibility, enhancing customer understanding.
Agent Errors / Gaps
  • Repeatedly misidentified the customer as David, Miley, and Dave instead of Steven.
  • Failed to create or reference a HappyFox case number.
  • Did not confirm warranty status despite discussing support eligibility.
  • Allowed long, unexplained silences disrupting call flow.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent stated the router is end-of-life and needs replacement, offering only to send reset instructions — no actual resolution or meaningful outcome was achieved.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps were performed (e.g., power cycle, checking admin interface, verifying connectivity); agent immediately declared device unsupported without diagnostics.
R3 Met Correct resolution path conf 90%
Agent correctly identified the device as very old and end-of-life, and recommended replacement — the appropriate path for an unsupported product.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (Wi-Fi not working) and asked for model/serial, but did not pursue root cause with targeted questions or logical diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 90%
No use of tools (e.g., admin UI, firmware check, remote access) to verify router state, despite their necessity for accurate assessment.
T3 Partially Met No misinformation conf 85%
Correctly stated the router is end-of-life, but advised against rebooting or updating firmware — technically inaccurate, as updates are irrelevant on EOL devices and rebooting is safe.
Communication
C1 Not Met Clear & professional language conf 95%
Agent misnamed the customer multiple times, gave no clear structure, and allowed long silences without regaining control or guiding the interaction.
C2 Not Met Confirmed understanding conf 90%
Used dismissive analogies (iPhone 5 vs iPhone 17) without confirming understanding; failed to adapt language or check comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Did not take ownership — deferred to replacement and offered only to email instructions, with no commitment to follow through.
O2 Not Met Proactive follow-through conf 90%
No specific next steps or timeline provided — only a vague offer to send reset instructions, with no confirmation of delivery or follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this EOL device scenario.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Lacked empathy — used fatalistic language ('it will not work', 'no guarantee') without acknowledging customer frustration or effort.
X2 Not Met Tone & rapport conf 90%
Failed to adapt to customer’s pace or tone; repeated misnaming and lack of comprehension checks indicate disengagement.
X3 Not Met Overall experience conf 95%
Customer had to repeat model/serial information; agent increased effort by not proactively retrieving or using available data.
Call Transcript6 turns · 7 lines
Speaker 2
welcome to links support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. register your product by visiting register.linkssys.com please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your support, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling linkss. My name is Nathan. Nathan, may I know who am I speaking? Steven. Is this the first time calling us, Steven? I, uh think Okay, let me create a case ticket for you, David. I will need your email address, please. [silence] Miley, can you spell the domain? [silence]+++++|abitisttech.com. [silence] All right. Tell me, what is the problem, Dave? [silence]
00:00
Speaker 1
It seems to get into the Wi-Fi and I'm wondering if we can just do a reset because they're saying that there's no works. I can. It's a 12 a 46 oh 907. Okay, 1200 six oh four six zero zero 907. Yes, it's a it's a link four six zero zero 907. [silence]
02:00
Speaker 2
Sure, um. Um, yeah. Can you tell me what is the serial number of the router and that model as well? One more time. Do you have the model? Can you see it? All right. Let me take a look if this router is still good.
02:00
Speaker 1
I'm sorry, say that again. I understand. I understand that, anything I can do to get it running. [silence]
03:00
Speaker 2
you have this in 2016, right? Well, this router is very old and this is no longer supported, but I have a spectrum. Most likely it is no longer compatible with the network. If you had this working and it is still working, do not reboot or retouch it or update the firmware, it may not work. Now if it falls down, it's already stopped working. You need to replace the router. The router is already end of life and end of support. It's very old. It's just like having an iPhone 5 or iPhone 3 and the network running on iPhone 17. It will not work. T. But, okay. Yes, yes, okay. There is no guarantee. I will not offer you a paid support, but I can send you the instruction on how to factory reset and reinstall it. [silence]
03:00
Speaker 1
yes. Okay. Thank you. No, thank you. [silence]
04:00