V2 Rubric Detail — f0966a24-6f50-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-23 22:14
Duration
8m 38s
Contact
Daniel Peguero
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00134529
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350_5GHz network is not broadcasting
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provided technically inaccurate information, and dismissed the customer due to product age without attempting best-effort support. No empathy, structure, or next steps were provided, resulting in a completely unresolved case with poor customer experience.

V1 Case Analysis

Customer reported missing 5 GHz Wi-Fi on EA6350 router. Agent incorrectly claimed the device is end-of-support and cannot be fixed, then recommended non-existent 'Micro 6/7' models. No troubleshooting performed.

Troubleshooting Steps
  • Identified router model as EA6350
  • Incorrectly advised that the device is end-of-support and cannot receive firmware updates
Key Observations
  • Agent incorrectly claimed EA6350 is end-of-support; KB confirms EA series routers support automatic firmware updates (universal_firmware_update.md).
  • No troubleshooting was performed despite the customer's clear issue (missing 5 GHz Wi-Fi).
  • Agent recommended non-existent products ('Micro 6', 'Micro 7'), which are not valid Linksys SKUs.
  • No attempt was made to verify firmware status, Wi-Fi settings, or perform a reboot via http://192.168.1.1.
  • Agent did not acknowledge customer frustration or provide empathy.
Positive Highlights
  • Correctly identified the customer's reported issue (missing 5 GHz Wi-Fi).
  • Confirmed the router model number (EA6350) based on customer input.
Agent Errors / Gaps
  • Incorrectly stated EA6350 is end-of-support; KB explicitly states EA series routers support automatic firmware updates (universal_firmware_update.md).
  • Failed to perform any basic troubleshooting (reboot, check Wi-Fi settings, verify firmware) despite the customer's clear issue.
  • Recommended non-existent Linksys products ('Micro 6', 'Micro 7'), which do not appear in any Linksys product documentation.
  • Did not provide any self-help resources (e.g., KB links) or actionable steps beyond purchasing new hardware.
  • Did not verify warranty status or serial number, violating protocol for support eligibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated nothing could be done and advised only to replace the router; no resolution or valid alternative path was provided.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, firmware check, 5 GHz settings) were attempted before declaring the device unsalvageable.
R3 Not Met Correct resolution path conf 96%
Agent dismissed the issue solely due to age and end-of-support status without attempting best-effort troubleshooting expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask diagnostic questions about current settings, firmware, or recent changes; skipped root cause analysis entirely.
T2 Not Met Appropriate tools / resources used conf 95%
No use of tools (e.g., remote access, local UI guidance) to verify 5 GHz status, despite being necessary for accurate diagnosis.
T3 Not Met No misinformation conf 94%
Agent claimed the device was completely useless and no fix possible, which is inaccurate—OOW devices still support basic troubleshooting like resets and settings checks.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, lacked structure, and allowed conversation to drift without guiding toward a resolution path.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms like 'end-of-support' without explanation and did not confirm understanding or adapt to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abdicated responsibility by immediately directing customer to purchase new hardware instead of attempting any fix.
O2 Not Met Proactive follow-through conf 96%
No specific next steps were given beyond 'buy a new router'; no timeline, action plan, or follow-up offered.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—this was a basic configuration issue resolvable at L1 with proper troubleshooting.
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 97%
Agent showed no empathy for customer frustration, responded dismissively, and repeated 'nothing we can do' without acknowledgment of inconvenience.
X2 Not Met Tone & rapport conf 96%
Agent maintained a flat, transactional tone despite customer expressing confusion and concern about future reliability.
X3 Not Met Overall experience conf 95%
Customer had to repeat information and was given a high-effort, costly solution (new purchase) instead of low-effort troubleshooting.
Call Transcript15 turns · 16 lines
Speaker 2
Welcome to Linksys 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.Linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your devices 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. [silence] Hello, thank you for calling Linksys. My name is Melba. Is this your first time calling? Hello. Is this your first time calling Linksys Technical Support?
00:00
Speaker 1
uh no i called like an hour ago i just didn't have the um I don't know just one just one product that number is 14 Y as in yard J as in Jerry J 0 A as in 528 to 83.
01:00
Speaker 2
Newport, I see. May I confirm your first and last names, I can pull up the record. Thank you. All right, thank you. Yes. I may have the serial number. This is only one Linksys router, correct? Or more than one. And what is the model number?
01:00
Speaker 1
[silence].
02:00
Speaker 2
I know the, just look at the model, yes. There's a model number, yep. Please look for the model number, that's different. I know, it will just indicate as model number. Okay. Alright, and who's your internet service provider?
02:00
Speaker 1
Oh, sorry. Uh, the uh... So I called Spectrum. Spectrum told me that it's a router problem and that the 5G has gone away. So my internet is back to regular slow, I guess. I don't know, 2G. Um, yeah. Right, so it just disappeared. I just have my regular... Uh, two two days... Like two days ago. [silence]
03:00
Speaker 2
All right, thank you. And how may I help you with this Linksys router? Yes, how may I help you with this Linksys router? Can you hear me? So your five gigahertz network is not broadcasting? Okay. And how um, when did it start to happen? When you've discovered five gigahertz no longer being broadcasting? I see. [silence]
03:00
Speaker 1
for a while, talking years, I would say. I'll tell you a specific time. Oh my gosh.
04:00
Speaker 2
How long have you been using this Linksys router? [silence] Okay. I see. All right. So I do understand you have this Linksys router that has served you well for some time. However, I want to let you know that this EAS 6350, this is already an obsolete model which no longer manufacture. So that means it's an end of support device. For the device that are already phased out, there are no further development for its firmware software that keeps the router going and running. So one of the factors it would have a connectivity issue such as this one. That's just an example. Now, unfortunately, we don't have any resources to it anymore and we cannot longer provide anything. I think it's the best time you will replace this with a newer one, especially it will adapt to the update
04:00
Speaker 1
So now I got a buy new one, [silence] so there's no way this is going to work. I basically it's useless now. [silence] Besides giving me the old slow internet. There's nothing you can do from there's nothing you can do from on your end. There's no like rebooting you could do on your end. There's nothing you could do. So what's the point of buying what's the point of buying a new router if it's just going to happen again?
05:00
Speaker 2
Yes, it's time to replace this with the new one. There's no guarantee actually that this will work, especially if it's already an end-of-support device. Yes, basically, there's not a guarantee. Yes, there's not a guarantee that the device will be fixed or get back to normal. Especially if it's already end-of-support, we don't have. There's nothing that we can do. Yes, there's nothing that we can do. All devices has its own [silence] must cycle face and this one this is already 10 years old it depends on the place of purchase where you're going to get a new router you can go to any local stores nearby or you can go to Amazon you upgrade to the latest router that's up to date yes
05:00
Speaker 1
more than 10 years, I guess. don't know what that means. what's okay. Micro six. Microsoft Microsoft 6 or 7. Is that the best with the Spectrum or it doesn't matter. It doesn't matter. Yeah, but which is the best one because I don't want to in five years have to do this buying stuff again. So that one would be fine for Spectrum.
07:00
Speaker 2
um... uh, you can get the, uh, Linksys Micro 6. our Linksys products right now are mesh. that's our latest. if we're talking about our latest product, Linksys Micro 6. you can check it look if they're still in stock on Amazon. Yes, Micro 6, Micro 6 or Micro 7. yes. All Linksys products are actually compatible with Spectrum. Okay, you can choose Wi-Fi 7. Mhm.
07:00
Speaker 1
[silence] Micro 6 or 7, Alinsky's Micro 6 or 7. Is that okay?How much, do you know how much, one of those all or? The seven. Okay. All right, thank you.
08:00
Speaker 2
of course you can go to a Wi-Fi seven device micro seven if you can search it on Amazon or any local stores mm hmm we don't have any visibility of any prices of our products it really depends on our authorized distributor you're welcome thank you for your time bye bye
08:00