V2 Rubric Detail — f5cc394e-71b5-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 23:22
Duration
9m 51s
Contact
Judy
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#GI00135029
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300 - upgrade inquiry
⚠ 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
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall8.1% (-47.9)

V2 Grader Summary

The agent failed to troubleshoot or validate the root cause, provided materially inaccurate technical information, and offered only a product recommendation without ownership or next steps. While some effort was made to explain concepts simply, the interaction lacked structure, efficiency, and technical accuracy, leaving the issue unresolved.

V1 Case Analysis

Customer reports poor Wi-Fi coverage with EA8300 in a 4-level, ~1800-2000 sq ft home. Agent recommended purchasing MX6200/MX4200 mesh system without troubleshooting and provided inaccurate technical information.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided multiple factually incorrect technical statements about EA8300 security and extender performance.
  • No troubleshooting steps were performed to diagnose or improve the existing setup.
  • Agent recommended a hardware replacement without verifying warranty status or offering self-help options.
Positive Highlights
  • Agent correctly identified the customer's router model (EA8300) and captured the serial number.
  • Agent acknowledged the customer's multi-level home environment and recognized that coverage could be challenging.
  • Agent directed the customer to reputable retailers (Best Buy, Amazon) for purchasing new equipment.
Agent Errors / Gaps
  • Incorrectly claimed the EA8300 is 'easy to hack' and has weak security; the EA8300 supports WPA2 and was actively supported with firmware updates until EOL, per universal_eol_firmware.md.
  • Falsely stated the EA8300 has a three-year warranty; Linksys standard warranty is one year unless extended, and no evidence of extension was provided.
  • Misrepresented extender performance by claiming it reduces speed by 60% and halves with each hop; while extenders can reduce throughput, the '60%' and 'halving' rules are oversimplified and not universally accurate.
  • Failed to perform any troubleshooting (e.g., check firmware, reposition router, test speed at source, or verify extender placement) before recommending replacement.
  • Did not verify warranty status despite having the serial number, missing a key protocol step for potential RMA eligibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent recommends purchasing new hardware (MX6200/MX4200) but does not resolve or confirm resolution of the existing coverage issue, nor validate if the EA8300 could be optimized.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., checking signal strength, firmware, placement); agent immediately jumps to product recommendation without diagnostic process.
R3 Not Met Correct resolution path conf 96%
Agent fails to determine warranty status, EOL status of EA8300, or whether best-effort troubleshooting (e.g., repositioning, firmware update) was attempted before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent does not ask targeted diagnostic questions; instead assumes cause (router weakness) without validating symptoms like interference, channel congestion, or extender misconfiguration.
T2 Not Met Appropriate tools / resources used conf 95%
Agent does not use KB, firmware database, or internal tools to verify EA8300 support status, current firmware, or mesh compatibility — relies solely on opinion and anecdote.
T3 Not Met No misinformation conf 98%
Agent states 'EA8300 is easy to hack' — not supported by KB; claims 'extender reduces speed by 60%' — oversimplified and inaccurate; says 'router comes with three-year warranty' — contradicts standard one-year policy.
Communication
C1 Not Met Clear & professional language conf 96%
Agent provides no call framing, structure, or transitions; allows conversation to drift and repeats information without guiding toward resolution.
C2 Partially Met Confirmed understanding conf 93%
Agent attempts to explain mesh vs. extender using analogies ('two-lane road'), which shows effort to simplify, but uses phrases like 'you will not get the correction' that are confusing and not checked for understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent does not take ownership of the problem; offers no follow-up, case tracking, or commitment — ends with 'if you have this one, give us a call'.
O2 Not Met Proactive follow-through conf 96%
No clear next steps or timelines provided; customer left to self-manage purchase and setup without guidance on configuration or support path.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — customer inquiry was about product suitability, not a technical failure requiring L2/L3.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent acknowledges customer’s work-from-home need and expresses concern about disconnections, but does not explicitly validate frustration or prior efforts with extenders.
X2 Partially Met Tone & rapport conf 91%
Agent uses analogies to explain technical concepts, showing some adaptation, but continues a repetitive, sales-oriented tone without adjusting to customer’s confusion or pacing.
X3 Not Met Overall experience conf 95%
Customer repeats house layout multiple times; agent does not summarize or confirm understanding, leading to redundant explanations and inefficient use of time.
Call Transcript18 turns · 19 lines
Speaker 1
Oh. Oh, what are you up? Oh, hi there. My name's Judy. I just have a general question, hopefully you can help me with it. Lots of. [silence] Oh, hi there. My name is Judy. I just have a general question, hopefully you can help me with it.
00:00
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 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 Linksys. My name is Nathan May know who am I speaking?
00:00
Speaker 1
I just want to know. I think that the router we have is probably old technology. I just want to confirm that. Maybe I need to get a new one. I have a Linksys. The model number is EA8300. It looks like--I'm sorry. Yeah. E for elephant. A for apple, 8300. I don't know how--I don't know when we bought it, but if my research on the Internet is correct, it looks like it's not really a good one anymore. We're having-- Yeah. Okay. Yes. Yes, it's two-one-P for Paul-one-zero-C for Charlie.
01:00
Speaker 2
Mm-hmm. good Judy. Mm-hmm. 70. EA8300. Mm-hmm. Yeah. It's one of the listed that is easy to hack. Yeah. But it's still good until 2026 to 27. It's still working. Can you give me the serial number? Maybe I can have it.
01:00
Speaker 1
677 01329. Um the trouble I'm having is we have a split level home and this the router and modem are downstairs and we're in our in our family room. It's like 4 levels. And I don't say it's not there it's not they're not reaching up to where we like where I work all day or like upstairs to the bedroom, so um I think we need something a little better maybe. Oh a mesh. Oh mesh. Um the total with with the sub basement is like um like 1800 to 2000 square feet maybe. So yeah, there's it's 4 levels. Yeah.
02:00
Speaker 2
this will not be sufficient to address your need you have a multilevel house you need a meshed navic for that how big is the house meshed and the second floor you see Wow
02:00
Speaker 1
So, it's like a, there's a sub basement, which is underground. Then there's a family room, which is half underground. and that's where the, that's where the router and modem sit on my desk. and then you go up some stairs and there's a family room and kitchen and then up another set and there's the bedrooms. And I'm sitting, I'm sitting in like the third level family room kitchen, where I work all day and it's not the best coverage because, you know, the router's downstairs. M Yeah. MX 5200. Oh, um, by time. Okay. [silence]
03:00
Speaker 2
Oh, okay. And how about the...? Mm-hmm. Yeah. You will not get the correction, and you'll experience disconnection most of the time. If you work from home, this is not the ideal router for you. Go for this model MX6200, is a little bit expensive, but it's stronger and reliable. It's around... MX6200 uh 6200 and uh [silence] If you want, the reviews are online. They have a lot of positive reviews. It's really good. uh MX6200 and [silence] these reviews you'll see we'll recommend you to this models they rate it five star model I have rated them my search engine as five star because they have really good reviews yeah seriously seriously those those are really good reviews yes It's around... MX6200 uh 6200 and uh [silence] If you want, the reviews are online. They have a lot of positive reviews. It's really good. uh MX6200 and [silence] these reviews you'll see we'll recommend you to this models they rate it five star model I have rated them my search engine as five star because they have really good reviews yeah seriously seriously those are really good reviews yes
03:00
Speaker 1
Did you? Yeah, go ahead, I was just saying we, on next. Okay. We did buy. Lilian, let me, let me, let me, let me go on. Let me tell you what we bought and see what you think. Like, yeah. The extender. We have two of them, but I don't know if that, it's not really doing anything. Cuz like, when I do, when I, when I test my internet from my laptop where I work, like we have, we have 600, we have 600 megabytes per second internet service. My when I'm when I test it, it doesn't even get to 200 from where I'm sitting. So that, that means it's the router, right? Oh, what's the. Oh, what's the point?
04:00
Speaker 2
then a cheaper one. another one is MX 4200. 4200 is also a good one. you need to go ahead. you need a standard mm-hmm. no, no, it's the extender. the extender will reduce the speed of your router by 60%. so if you have 100 Mbps, your extender will give you around 40 maximum. and if you have two levels, you divide by two, so you'll get 18 on the second extender. that's the rule.
04:00
Speaker 1
What's the point of the extender then? Oh. Okay. Oh. Yeah. Okay.
05:00
Speaker 2
Because it's faster. The point of the extender is to extend, but the technology is old. They call it single wave or single uh simplex. Uh remember the wave is two one up and one down and for extender, they only use one wave, one part on this upper part. The lower part is for the transmission, the upper part is the receive. When you have a uh mesh network, it will send two signals. One one signal for receiving and another signal for sending. So they will not use one signal for both sending and receiving, so they have two dedicated channels. Or just like a road, two roads, two lane roads. And the extender is one lane road, one one one lane one traffic at a time. That's why you reduce it by half. It's an old technology. Don't use extender. Don't buy. [silence] It will not just work. It will work, but not that much if you got some extender. Don't buy. And is it really necessary? We'll get to that. A mesh network is a bunch of devices. Uh it automatically connects to your router through Wi-Fi [silence]
05:00
Speaker 1
My, my husband says bottom a few months ago. We thought they would help us, which I guess not. Oh, God. So, so these two models that you gave me, MX 6,200 and MP 4,200, those, those are work with mesh then. Okay. Oh, well, where, where the, where the, where the modem and.
06:00
Speaker 2
Even that just give you more problems. It's cheap, right? No, it's okay. It was helpful five years ago. It was really helpful until the invention of the mesh technology. It's a better one. Okay. Yes, MX 42 and MX 62, they're interchangeable and they can work together. The stronger or more expensive, the 6200, it will give you up to 3,000 square feet of coverage and it can penetrate walls. Last question that I have to is the partition of the wall, metal or concrete or just a drywall. All right. So what you're gonna do with this one in the middle, you need the other uh other node or the primary node. You're gonna put this one node on the entrance or near and then that will give you stronger coverage and the one in the entrance will distribute around the house. That's the only thing that you can make it better. It cannot penetrate even if how strong the router is, it cannot penetrate concrete. So just like human, allow it to like a zigzag, open the somewhere a door, a window so that it can get out and then go straight around.
06:00
Speaker 1
okay. okay. How many years? Oh, three. Okay. And is it the the the modem that we have? We bought- I bought it like maybe a last year. It's um, it's um, um, an Auris. Auris, it says up to two gigabytes. Yeah. And it has the- it says DOCDOSIS or whatever, 3.1 technology. Is that what I'm supposed to use? Yeah. Okay. Oh, okay. Yeah. [silence]
08:00
Speaker 2
anyway, if you have this one, you give us a call. We will assist you on setting it up. it uh it may take a time but at least that and then the good thing with this routers it comes with a three-year warranty instead of a one-year warranty. so you will have better three years next year, there is a um yeah, there's more than that. uh doc six yeah, doc six is the latest one. the uh modem changes every 10 to 15 years, you don't have to change that one and it's the one that's public. everybody can see it, so you don't have to put security in it. the router is the most important.
08:00
Speaker 1
I I sorry. Okay, so. Okay. Yeah. Oh. Oh, okay. Okay, so I can get like, like at Best Buy or something right? Best Buy has them probably? Oh Amazon. Amazon yeah okay. Okay, okay great. Thank you so much. You've been very helpful, I appreciate it. Mmhm. No, that's all for now. Thank you. Okay. Okay, thank you. Have a good day, bye bye.
09:00
Speaker 2
you are ringing because such your guard in the house blacks will protect you from everything. You're right. The 8300 is a little bit weak in security. Wow. People can uh, uh, season hacker can get inside this one. That's why really moved away. Mas network is better. Pux or three times the security level. Okay. Erm online. Best buy Best Buy and Amazon are steeper. Just that. Just be as well. Okay. Yes. Anything else, Judy? Have a nice day and thanks for calling Judy. My name is Nathan. Take. Good day. Good night.
09:00