V2 Rubric Detail — fa4b050e-71ab-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 22:11
Duration
7m 22s
Contact
727-398-1807
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

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

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical3.12/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall30.4% (-25.6)

V2 Grader Summary

The agent accurately identified the E2500 as end-of-life and out of support, which is technically correct. However, no troubleshooting was performed to confirm the actual cause of the connectivity issue, and no actionable next steps, empathy, or ownership were demonstrated. The interaction lacked structure and failed to reduce customer effort, resulting in an unresolved case despite factual accuracy on product lifecycle.

V1 Case Analysis

Customer with E2500 router reports no internet; support ended 2022, advised to replace unit.

Troubleshooting Steps
  • Verified model number in system
Key Observations
  • Agent did not perform basic troubleshooting (reboot, cable verification, power‑cycle).
  • No empathy or acknowledgment of the customer's frustration was offered despite clear emotional cues at [00:00] and [07:00].
  • Warranty status was inferred from support end‑date rather than confirmed with the customer.
  • Agent failed to collect the serial number accurately — customer read it aloud at [02:00], but agent did not confirm or use it for lookup.
Positive Highlights
  • Correctly identified the router model (E2500) from customer input.
  • Accurately communicated that the device is out of official support and will not receive firmware updates.
Agent Errors / Gaps
  • Failed to collect or confirm the serial number accurately despite customer providing it at [02:00].
  • Did not verify physical connections or perform a power‑cycle before recommending replacement.
  • Lacked empathy or acknowledgment of the customer's difficulty, including age-related concerns expressed at [00:00] and [07:00].
  • Provided only a replacement recommendation without confirming if a simple fix could resolve the issue.
  • Did not attempt any basic troubleshooting steps such as checking cable integrity or restarting the modem and router.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the E2500 is out of support and recommended replacement but provided no resolution, troubleshooting, or path forward beyond purchasing new hardware.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were taken — agent did not verify physical connections, power cycle, check WAN/ISP status, or attempt login to router despite customer's reported connectivity issue.
R3 Met Correct resolution path conf 95%
Agent correctly identified E2500 as out-of-warranty and out of firmware support, aligning with documented lifecycle policy; recommended upgrade as appropriate path.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent skipped root cause analysis — did not ask about LED status, modem sync, or network configuration; jumped directly to product obsolescence without diagnosing symptom.
T2 Met Appropriate tools / resources used conf 93%
Agent used internal system to verify model support status and firmware update availability, which was appropriate given the context.
T3 Met No misinformation conf 97%
Statement that E2500 support ended in 2022 and no further firmware updates are available is factually accurate per Linksys lifecycle policy.
Communication
C1 Not Met Clear & professional language conf 95%
No call framing, no structure, no transitions — agent passively waited for customer to find model number and then delivered conclusion without guiding the interaction.
C2 Partially Met Confirmed understanding conf 91%
Agent used simple language but failed to confirm understanding or adapt explanations for a self-described non-technical user struggling with basic terms like 'model number'.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not own the case — offered no follow-up, no self-help resources, and disengaged after stating the device was outdated.
O2 Not Met Proactive follow-through conf 95%
No next steps provided — customer was told to buy a new router with no guidance on model selection, setup, or how to confirm current issue isn’t ISP-related.
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 occurred and none was warranted — issue was properly identified as end-of-life hardware requiring replacement.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent did not explicitly acknowledge frustration, but responded politely and did not interrupt; customer ended call thanking agent, suggesting minimal discomfort.
X2 Partially Met Tone & rapport conf 89%
Agent maintained neutral tone and did not escalate pace, but failed to adjust communication depth or check understanding with a clearly overwhelmed customer.
X3 Not Met Overall experience conf 95%
Customer struggled to locate model number and had to involve another person; agent provided no proactive help or simplified guidance to reduce effort.
Call Transcript12 turns · 14 lines
Speaker 1
We have TV
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 one now. For out of warranty products, 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.
00:00
Speaker 1
they sell them everywhere excuse me is there someone there okay this this is a Linksys right okay I need your help for something first of all I need you to know I'm not very computer literate we have Spectrum as our TV phone and internet provider and I called him because I told him I don't have internet service so we go through all that and they tell me this is what the lady just said call Linksys have them troubleshoot your system your router is not connected to the modem it should be your router needs to supply Wi-Fi service I don't know what that means but you might I don't know what to do. Um I can give you the number off the back of the uh unit. the serial number is that what you all need? Serial number and model number. Gary what what's the serial he's got a magnifying glass. What's the serial? One zero 0 large A, 3, 3, 0, 0, large C, 60, 61, 61, 42, 42, 02, 02, 65. Do you have a model number on there? on there? What would it be called? I have something for you. [silence]
01:00
Speaker 2
and the model number. [silence] She'll know and the model number.
02:00
Speaker 1
it's called, the address? address? address. I don't know what that means. That's not it. Where would it be? I have uh another number below called 77671. Hold on, Gary. Hold on just a second. I'm sorry. Where did you say it might be? it's at the bottom of the unit. You can find it there. That's what I'm looking, the bottom of these. Would it be on the unit itself or on a little printed thing? Because what I'm seeing, you know like bar codes when you buy soup or something, it's got two of those and under that, it's got a whole bunch of other numbers. Yeah, I found a model number. Model number, that's what he needs. Um, it looks like. [silence]
03:00
Speaker 2
just not it. At the bottom of the unit, that's at the bottom of the unit. You can find it there. Bottom part. Yeah. Yeah, thank you. Yeah. Uh, okay. One second. [silence]
03:00
Speaker 1
yeah, it's okay. we're too old to know how to do anything. it's all right. we'll figure something out. we might live long enough. is that model number not accurate? I'm sure the model number is fine. he just has to find it. you know what? that modem might be older than you or the router. do you, do you have it in your system at all? yes. it's outdated.
05:00
Speaker 2
Okay. What I can see here is that, I don't know. So I checked the model number right here, E2500. The problem could be related to firmware because the firmware of this E2500 is not updated and there will be no future update for the firmware.
05:00
Speaker 1
It's outdated? Well, it may be, but. Is it accessible? The support of this. The support of this ended in 2022, 'cause it's outdated. I can't believe it lasted till 2026. You make really good equipment if it lasted that long. Okay. So what you're saying is we need to get a new router, right? upgraded. Because the current one cannot catch up to the technology. Okay. I figured that was probably We just got new upgraded computers because everything we had was so outdated, nothing would support it anymore.
06:00
Speaker 2
The problem is that when I checked the support of this, unfortunately, the support of this already ended. 2022. And the official release date of this was way back inside Yeah. It's better to get a upgraded router. This cannot, yeah, this cannot cut chasing that is technology we have today. Best upgrade. Thanks. [silence]
06:00
Speaker 1
That old, we didn't think we'd live that long. So we have new computers, but now our router is old. I'm not surprised. Thank you very much for your time. Thank you. Okay. Thanks very much. Bye-bye. Bye.
07:00
Speaker 2
You're welcome. I hope you have a good one. Bye bye.
07:00