V2 Rubric Detail — f3b8cd8a-813b-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 17:29
Duration
7m 25s
Contact
504-982-2141
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication4.00/5
Protocol2.00/5
Efficiency4.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall30.0% (-28.0)

V2 Grader Summary

The agent identified the router as end-of-support but provided no meaningful troubleshooting, used factually incorrect technical claims (1G support on legacy hardware), and lacked empathy. The call ended unresolved with misleading advice and added customer effort. Assessment 3's KB validation confirms the material inaccuracy in T3, but this does not trigger auto-zero as it is not a critical compliance failure (A-F).

V1 Case Analysis

Customer reports slow internet after ISP upgrade to 1 Gbps; router is EOS. Advised factory reset and Cat-6 cable. Model not confirmed. Suggested upgrade if no improvement.

Troubleshooting Steps
  • Identified router as end-of-support (EOS) based on serial number.
  • Advised performing a factory reset (hold reset button 15 seconds).
  • Recommended using a Cat-6 Ethernet cable to ensure gigabit capability.
Key Observations
  • Agent correctly identified the device as EOS and explained support limitations.
  • Agent did not obtain or confirm the exact router model number despite it being critical for speed capability verification (e.g., 100 Mbps port limitation on older E Series routers).
  • Agent advised factory reset and Cat-6 cable use — appropriate self-help steps for an EOS device.
  • No verification step (e.g., speed test) was established to confirm resolution.
  • Agent did not offer to send self-help resources by email, which is required protocol for EOS products.
Positive Highlights
  • Correctly identified the device as end-of-support based on serial number.
  • Provided clear instructions for performing a factory reset, including holding the button for 15 seconds.
  • Accurately advised using a Cat-6 cable to avoid 100 Mbps speed limitation.
Agent Errors / Gaps
  • Failed to collect or confirm the router model number, which is essential for determining hardware speed limits (e.g., 100 Mbps vs Gigabit ports). This is a material accuracy gap given the customer's speed concern and KB guidance.
  • Did not explicitly offer to send self-help guidance via email, which is required protocol for EOS products.
  • Incorrectly claimed the router 'can support up to 1G download speed' without confirming model — many older E Series routers have 100 Mbps ports (per universal_hardware_speed_limits.md), making this advice potentially inaccurate and misleading.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never confirmed the issue was fixed; only suggested a factory reset or upgrade without verification of success.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic questions were asked (e.g., cable type, speed test, router model details) and no systematic troubleshooting was performed; jumped to 'outdated' conclusion without evidence.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified end-of-support status and suggested upgrade path, but gave only minimal troubleshooting steps (factory reset) without meaningful best-effort OOW troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask relevant diagnostic questions (e.g., cable type, speed test results, modem status) and assumed root cause (outdated hardware) without evidence or investigation.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (remote session, admin UI check, speed test, firmware verification) despite their appropriateness for confirming port speed, firmware status, or network performance.
T3 Not Met No misinformation conf 98%
Agent claimed the older router 'can support up to 1G download speed for both wired and wireless connection', which contradicts KB documentation (universal_hardware_speed_limits.md) stating E Series routers have 100 Mbps ports physically incapable of gigabit speeds.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent provided a brief intro and some instructions but allowed long silences, failed to set clear expectations, and did not guide the interaction effectively through transitions.
C2 Met Confirmed understanding conf 94%
Agent used plain language, explained steps clearly (e.g., reset button location, 192.168.1.1 access), and avoided technical jargon, adapting to the customer's level without confusion.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent remained on the call, provided guidance, and did not transfer the customer elsewhere despite the limitations of the situation.
O2 Partially Met Proactive follow-through conf 91%
Agent gave actionable steps (factory reset, Cat6 cable) but offered no timeline, follow-up process, or confirmation mechanism for the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history or handoff context existed to assess continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the nature of the inquiry (L1-resolvable issue, no complexity, hardware fault, or management request).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch, and none was required.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent offered no empathy or acknowledgment of the customer's frustration about slow speeds or forced hardware obsolescence; maintained an entirely transactional tone.
X2 Not Met Tone & rapport conf 93%
Agent maintained a flat, unresponsive tone despite customer's visible annoyance and repeated concerns about cost and compatibility, failing to adapt communication style.
X3 Not Met Overall experience conf 92%
Customer was asked to repeat serial number unnecessarily and suggested purchasing new cable/router without first verifying existing setup, increasing effort and friction.
Call Transcript16 turns · 16 lines
Speaker 1
Yes. Good afternoon. I have a Linksys router. It is, uh, I know it's an older model, but I changed my internet, my, the speed of my internet now it's not working anymore. I mean, it's working really, really slow. And I was wondering if that's because the router, you know, doesn't support one gigabyte or what, what do I need to do? That's basically, can I give you the model number, or do you need my phone number?
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service. Your call maybe monitored. Certain products will be supported, while end of life 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 Linksys. This is Joy. How can I help you today? Yes. Sure. uh, can you give me the... [silence]
00:00
Speaker 1
The serial number is um um oh 70. A is an apple. J Z John 000. six four zero.
01:00
Speaker 2
yep as part uh checking here on my answer the model that you have is no longer supported the end of support let me just double check the date the end of support is last march twenty uh uh eleven twenty twenty six and after that date we can no longer provide any technical help for this router
01:00
Speaker 1
In other words, buy another one. And because I have this router with the extender and all that, is that link to offer any type of discount because you know, the thing is you know, basically guys can't sell it out. It's not [silence]
02:00
Speaker 2
So, um, since it's outdated, it might be also one of the factor that's why it causing some issues since it's outdated, there's no more, former updates that might not keep up with your modem anymore. So, it will be best for you to have an upgrade. Yes, sir. And your router. Um, yeah, since we it's no longer supported, we can only give you any technical help. But, um, you can try to do a full factory reset on this router and then setup it again from scratch. That might help the issue.
02:00
Speaker 1
Well, but can you, is there a way that you can look over there if it supports a one gigabyte internet? Because maybe it just won't support what I have here. Oh, I can support up to one gig. Oh, okay. So, you said to do a factory reset? How do I do that? [silence]
03:00
Speaker 2
uh that router sir can support up to 1G download speed [silence] for both wired and wireless connection yes sir uh there's a reset button at the back of the router the red one you just have to press and hold it then it will be disconnected um if you press and hold it for like 10 seconds then it would automatically reset
03:00
Speaker 1
Oh, then like a, uh, you got to go on the website and uh, reset all my, my equipment. Oh, okay, so if I connect that online, how's that, would it work? Oh, better yet, the, my, my main question is, like, if I did the, the factory reset, would that supposedly, uh, stop working my,
04:00
Speaker 2
Hold it for 15 seconds. Then after that, um your settings will be deleted. It will go back to factory default settings. You just have to connect to its network name again. The default name that you can see at the bottom of the router, then access the website uh 192.168.1.1 to do the setup procedure. Mm-hmm. Yep. You after the setup process, you just have to reconnect your equipment. Uh. [silence]
04:00
Speaker 1
My, um, what I was gonna say my uh, the router itself supposed to the one gig support one gig is supposed to be working. Oh, okay. And the router can get up to one gig speed wise. Oh, oh the the cable that goes from.
05:00
Speaker 2
it's not really a guarantee, but doing a reset and your configuration might help with the issue of slow internet connection. Since it will reset the router back to it's factory default setting. Yep. And also make sure that you have the Cat6 cable because if you are just going to use Cat5, it will just limit up to 100 mbps. So make sure you got a Cat6 cable also that can support 1 gig.
05:00
Speaker 1
[DOWNWEIGHT] From the router, the AT&T router. Huh? Yeah. The modem to the router. What do you call that, dot-6? Cut 6. The C-A-T-6. And where do I get that? That sells like, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh, uh,
06:00
Speaker 2
Modem into the router. Yes. Yeah. Yeah. Ummm. Cat 6. C-A-T. Like. Yeah, cat 6. Yeah. Yeah, like um, technical stores. Yeah, Cat6. Yeah. So. Ummm.
06:00
Speaker 1
Oh, all right. okay then uh i appreciate your help, thank you very much. i'll look into it youtube bye bye [ silence ] [ silence ]
07:00
Speaker 2
yes, sir. yes, exactly. it could six can support up to one gig. you're welcome. you're welcome, sir. have a good day. Bye.
07:00