V2 Rubric Detail — fb3f2634-7ae3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 15:45
Duration
10m 21s
Contact
207-728-7561
Issue Type
General Inquiry
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall43.1% (-16.9)

V2 Grader Summary

The agent correctly identified the E900 as EOL and recommended current MR-series replacements per KB guidance. However, the agent failed to provide the specific E900 firmware download link available in the authoritative KB and did not perform any technical diagnostics. While the customer received a valid replacement path, the lack of troubleshooting and firmware information constitutes a partial resolution rather than avoidance or successful resolution.

V1 Case Analysis

Customer with E900 (E Series) router, out of support, asked for a replacement. Agent recommended MR20EC (available on Amazon) and confirmed Linksys no longer sells it directly.

Troubleshooting Steps
  • Identified the router model as E900 (E Series).
  • Explained that the device is out of support.
  • Suggested newer MR series routers as replacements.
Key Observations
  • Agent correctly identified the E900 as EOL and directed the customer to Amazon for a replacement, aligning with universal_eol_firmware.md guidance.
  • Agent displayed confusion about product families (MX, LN, MR) and spent time searching without clear direction.
  • No warranty status was verified despite the device being clearly out of support.
  • Call contained multiple silences and lacked a focused troubleshooting flow.
  • Agent did not provide a KB reference for legacy/EOL devices or recommended replacements (e.g., MR7350 as a replacement for E/EA series).
Positive Highlights
  • Provided a concrete replacement recommendation (MR20EC).
  • Informed the customer that the product is not sold on the Linksys website.
  • Closed the call politely with a clear next step for the customer.
  • Correctly acknowledged that the E900 is no longer supported, aligning with KB guidance.
Agent Errors / Gaps
  • Did not explicitly confirm the model/serial number with the customer, though the serial was mentioned.
  • Failed to verify warranty status or eligibility for support.
  • Did not provide a relevant KB link for legacy/EOL devices or recommended replacements per universal_eol_firmware.md.
  • Poor call control – excessive pauses and off-topic searching.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent acknowledged E900 is end-of-life and guided customer toward replacement models (MR2000/MR7340), which aligns with KB guidance for EOL devices.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent did not perform diagnostic steps on E900 but shifted to valid resolution path per KB: recognizing EOL status and recommending replacements, which is appropriate when no firmware/support is available.
R3 Partially Met Correct resolution path conf 85%
Agent correctly treated E900 as out-of-warranty/end-of-life and offered best-effort guidance by recommending supported replacements (MR-series), consistent with KB-recommended replacements, though did not explicitly cite firmware or EOL status.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify specific symptom or root cause of E900 issue; immediately pivoted to sales/replacements without diagnostic inquiry.
T2 Not Met Appropriate tools / resources used conf 100%
Agent failed to use 'universal_eol_firmware.md' KB, which explicitly lists E900 v1 firmware download link; providing this link is primary technical resource for EOL devices before recommending retirement.
T3 Partially Met No misinformation conf 90%
Agent recommended MR-series models as replacements, consistent with 'Recommended Replacements' table in EOL KB (E-series → MR7350), but failed to provide available firmware for E900, a technical omission.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and responded to queries but failed to set clear expectations or frame interaction; call drifted into product search without structured transitions.
C2 Partially Met Confirmed understanding conf 75%
Agent used model numbers and technical terms (MR2000, MR7340) in context of Amazon search, adapting to customer’s purchasing intent, but minimal confirmation of understanding was used.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent stayed on call and engaged with customer’s needs, guiding toward solution (replacement), but did not fully own E900 issue by omitting EOL education or firmware link.
O2 Partially Met Proactive follow-through conf 80%
Agent advised customer to purchase on Amazon and confirmed model (MR20EC), providing a next step, though no timeline or follow-up was offered.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was EOL device with no path to repair, making escalation unnecessary.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and responsive but did not explicitly acknowledge customer’s 10-year usage or frustration; empathy was present in tone but not personalized.
X2 Partially Met Tone & rapport conf 80%
Agent matched customer’s pace during product search and adjusted to purchasing context, though communication remained product-focused without deeper emotional engagement.
X3 Partially Met Overall experience conf 75%
Agent avoided re-asking known information and helped narrow product choices, but introduced friction by initially discussing unrelated models (MX6200) before focusing on MR2000.
Call Transcript16 turns · 19 lines
Speaker 1
Hi Clark. I have an old Linksys router serial number E.900 np and I called a little while ago and of course this is no longer supported. I think it's really, really old. And she told me to look on Amazon for a m
00:00
Speaker 2
Welcome to Linksys 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. While waiting, you may also visit support.linksys.com for more information about your product. Um, hi. Thank you for calling Linksys. My name is Clark. How can I help you? Mhm. Mhm. Mhm. [silence] So MX is not showing? Okay. [silence] Okay, just give me a moment, okay? [silence] we do have which is the MX 6200 yes that's right that's the Valor Pro 6E That's the Valor Pro 6E Mm-mm
00:00
Speaker 1
Yeah, they're all. Well, it doesn't say MX. It says. Mesh Y56 laptop tea. I don't see the MX on it, but I think this is all then again I see the AX. I don't see it's written MX. It's all AX series. Do you see MX on your on your end or the MX.
03:00
Speaker 2
fine ah I see yes, I can see the you can also search the L and and 1,600 for Lima and for Nancy. LN8 Lima 1600 um go ahead mx42 um um let me try
03:00
Speaker 1
Yep, yep. 6E, Linksys, that's what I had at the beginning, I believe. I could link this. Yeah, the Linksys Velop Pro 6E Wi-Fi, 149. It's got 3,000 square feet. I don't need that much of a square feet. So, that's $150. That's a little expensive. I don't need more than like 1500 square feet. Actually, the modem is within 10 ft of my TV, so I don't need that much of a big power. Does that make does that make sense? [silence]
05:00
Speaker 2
How about search Linksys and then Velop Pro 6e. Search that. Yeah. Linksys and then. Yep. That's right. Uh huh. Okay. Uh huh. Let me try to search.
05:00
Speaker 1
Yeah. mr. 20 EC. Okay, I'll put that in the search bar. Hold on a second. EMR 20.
06:00
Speaker 2
M R20 E C [silence] Yeah.
06:00
Speaker 1
Okay, MR 20 EC, dual router, yeah, that one's 95 uh, there's one for 70. Yes. Yeah, I see it. Yeah. Yeah, but there's one here that MX, Y 6 router, dual band 3,000 square feet. MR 9600. That's an older version. Okay, that's why it's on sale. That's why it's on sale. How about, how about? How about? Yeah, okay. How about MR 7340?
07:00
Speaker 2
so it has two antenna so yes the the has two antenna and um it's two the the Wi-Fi coverage for that is 2000 square feet Oh that's an older version yes so yeah so to compare that one to compare that one on the MR2000 it's a newer one um it's
07:00
Speaker 1
7, 340. MR 7, 340. Older older model. Okay. So MR, what did I see? MR-20EC for 95. That's that's not bad. I mean I've had this one for almost 10 years, so it's not. So it's a Hydra M Mesh Y5 6 router MR-20EC-AMZ dual band router. It doesn't say the square footage on it, but that's a newer model.
08:00
Speaker 2
74 7340 Okay, um yeah it's pretty much the same with the MR2000, it's just that um MR7340 was the was part of the was part of first release upon the MR2000 Yep [silence] Yep, that's right. [silence]
08:00
Speaker 1
Yep, that's a newer model. So that will last a couple years. When you divide 95 by six years, it's not expensive. Okay. I guess I'll get that one. Okay. I'm going to, I'm getting a new modem too because I've been having such a hard time with my Wi-Fi and TV and my internet is spotty. It's, it's just always letting go. So I need to uh, I'll probably have uh somebody from the phone company come and connect everything for me. It'll be, uh, well, I can't - can I get this one direct from Linksys? Okay. Okay.
09:00
Speaker 2
Yep, that's correct. Yeah, that's right. All right. So if you want this one, if you're going to order this, and you want to set up, on setting up. this, just give in out. Okay? I'm Sorry, we no longer selling that one uh to our website. So you can really have it um on Amazon or any local source that is close to.
09:00
Speaker 1
yeah this one is Amazon so that's the that's the latest model there MR 20 EZ EC I should yeah that's a good that's a good model okay I will buy that one thank you so much okay yeah you too bye bye
10:00
Speaker 2
Yeah, you can have it. Yep, easy. You can have that. All right. Thank you so much. Have a good one. Take care and goodbye.
10:00