V2 Rubric Detail — f916d0fe-80bb-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 02:13
Duration
6m 3s
Contact
530-651-8630
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#EOS00137391
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall17.5% (-18.5)

V2 Grader Summary

The agent correctly identified the E2500 as EOL but failed to provide any troubleshooting, accurate resources, or meaningful next steps. Despite OOW status, best-effort guidance was expected but not delivered, leaving the SSID issue unresolved and the customer frustrated. No critical compliance failure occurred to justify auto-zero.

V1 Case Analysis

Customer with E2500 router cannot see Wi-Fi SSID. Agent incorrectly stated product is end-of-support, provided wrong URLs and Belkin number, offered no troubleshooting, and upsold new models. Issue unresolved.

Troubleshooting Steps
  • Verified product model (E2500).
  • Incorrectly assessed support status as end-of-support.
Key Observations
  • Agent incorrectly claimed E2500 is end-of-support with no firmware updates — contradicts KB `universal_eol_firmware.md` which provides firmware downloads for E2500 v3/v4.
  • Provided invalid support URLs: 'links.com' and 'support.links.com' — correct domain is support.linksys.com.
  • Gave Belkin Inc. contact information for a Linksys product — factually incorrect and misleading.
  • No troubleshooting performed for SSID visibility issue (e.g., power cycle, check broadcast settings, firmware verification).
  • Premature upsell of newer models without attempting resolution.
  • Agent silence and vague responses reduced communication clarity.
Positive Highlights
  • Agent correctly identified the customer's router model (E2500) from verbal input.
  • Agent confirmed customer email address and committed to sending a follow-up email.
Agent Errors / Gaps
  • Incorrectly stated the E2500 has no firmware updates available — directly contradicts KB `universal_eol_firmware.md` which provides firmware downloads for E2500 v3 and v4.
  • Provided incorrect support URLs: 'links.com' and 'support.links.com' — neither is a valid Linksys domain.
  • Gave Belkin Inc. contact information for a Linksys product — factually incorrect and misleading.
  • Failed to perform any troubleshooting for the reported Wi-Fi SSID issue.
  • Did not verify basic settings such as SSID broadcast enablement or perform a power cycle.
  • Upsold newer models without first attempting to resolve the customer's issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the E2500 is end-of-support and offered no resolution path for the SSID not broadcasting; issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., power cycle, check SSID settings, verify firmware) were attempted despite the router being functional enough to have Wi-Fi on.
R3 Partially Met Correct resolution path conf 91%
Agent correctly identified E2500 as EOL and advised replacement, but failed to offer any best-effort troubleshooting (e.g., factory reset, SSID broadcast check) expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions (e.g., LED status, connection method, prior changes) or attempt to isolate root cause of missing SSID.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — agent did not direct customer to local UI (http://192.168.1.1), check firmware, or consult KB despite verifiable issue.
T3 Partially Met No misinformation conf 92%
Correctly stated E2500 is end-of-support, but provided invalid URL 'links.com support.links.com' and referred to a Belkin phone number not aligned with current Linksys channels.
Communication
C1 Not Met Clear & professional language conf 94%
Agent used long silences, repeated vague statements, and failed to set expectations or maintain control of conversation flow.
C2 Not Met Confirmed understanding conf 93%
Used scripted, non-adaptive language without confirming understanding; ignored customer’s expressed confusion about support discontinuation.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Did not take ownership — promised an email with no follow-up confirmation and ended call without ensuring customer had actionable steps.
O2 Not Met Proactive follow-through conf 94%
No specific next steps or timeline given; 'expect an email' is vague and uncommitted.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; first contact with no handoff.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Correctly decided not to escalate an EOL product issue, consistent with policy to offer self-help or replacement instead.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred and none was warranted due to EOL status.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed for customer’s frustration; agent remained transactional when customer questioned lack of support.
X2 Not Met Tone & rapport conf 95%
Agent maintained a rigid, monotone delivery and did not adapt to customer’s emotional state or pace of questioning.
X3 Not Met Overall experience conf 94%
Customer repeated issue multiple times; agent added effort by providing incorrect URL and no immediate self-help steps.
Call Transcript8 turns · 10 lines
Speaker 1
That would have been going in the side of the camera. Hello, I'm from Sudaha Bay markets. I'm from Calshaw Bay 9546, Oh, yeah, I'm a market 64 75 soda Bay Road. Calshaw Bay 95451 what number? [silence]
00:00
Speaker 2
Welcome to Lynxis 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. Thank you. Thank you for calling Lynxas. This is Ruby. How can I thank you? How can I assist you? to you. [silence] What is that numbers? What is the number that you are providing to me?
00:00
Speaker 1
The store number is 2-790905. Now it's for Wi-fi. Yes. E-2500. E for elephant, E-2500. Thank you. All right. Okay.
01:00
Speaker 2
what is that number by the way sir? what is that for? Wi-Fi do you have a linksys router what is the model number? 82500 okay let me check okay let me check the number stay on the line I will be silent for a moment. you're welcome sir. stay on the line Hi. Thank you for patiently waiting, sir. So I've been checking it here. So, this router belongs to the end of support already, so there's no more technical support that I can provide for this one. There's no firmware update or any update regarding on this very old router that you have. So, I cannot provide a technical support to you. However, I can send you the website link for the support team. Alternately, you may contact Belkin Inc. at 9 a.m. to 4 p.m. Pacific Standard Time on Monday through Friday at (408) 546-2000. Thank you for your understanding. Is there anything else that you would want me to do about this? Hey, this is Shim Grafer, I just wanna confirm your email address so I'm following what you have is a wrong, so it's Alfa Kide, Indy Alfa Kide Shira Hotel Alfa Yellow 803@gmail.com, correct me if it's not right.
01:00
Speaker 1
I doesn't work. This one. I get the calculus. So can I know why you guys can't help me for this modem. yeah. So you guys stop making these router or you stop giving service for this router because this is too old? So we have to how how come how can we get a new one? Can I get a guy [silence]
04:00
Speaker 2
Okay, thank you, sir. So right after this call, expect an email from me. Okay, this is a troubleshooting guide where you can follow to fix the router, okay? Okay. Thank you so much for your time, sir. You have a nice day. For the router, you mean for the router? Because this belongs to the end of support already, sir. So there's no active service. There's no more firmware update on this router. This is like a very old router. Yes, sir. Exactly. Uh, you can check first our website at links.com support.links.com, sir, for you to check out.
04:00
Speaker 1
Yeah. You know what? The Wi-Fi is on, but I can't see the Wi-Fi names in any device. And I don't know why. What's going on? Okay. If it is not working, so we have to replace the Wi-Fi router, right? So how can how can okay, okay. Thank you. Okay, thank you. [silence]
05:00
Speaker 2
[silence] Our latest model czr and its services for you to really know what router or what node you really need to use. [silence] Yeah, cos actually, that's one reason that the Wi-Fi, the router is not working, the Wi-Fi name will no longer broadcast. So, [silence] I'll wait for the email that I will be sending to you, sir, and then follow the steps or make it as a reference. Yes, to update it. And one recommendation for you is, for example, [silence] one of our latest model, we have this MBE 7000. [silence] We also have the MX6200. [silence] There's a lot of mesh models that we have, sir. [silence] So, check our website, support.linksys.com.
05:00