V2 Rubric Detail — fdadc240-79a3-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 01:34
Duration
5m 38s
Contact
Hugh Robertson
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#EOS00136108
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_EA6350
⚠ Auto-Zero applied: Avoidance/Evasion (B) — The agent avoided all meaningful troubleshooting and provided materially incorrect technical information by claiming the EA6350 is end-of-support, which is contradicted by the authoritative KB (universal_qos_bandwidth.md and universal_firmware_update.md).

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent provided a materially incorrect technical claim that the EA6350 is end-of-support, contradicting the KB. This led to the agent avoiding all required troubleshooting and prematurely ending the call with a generic link, justifying an auto-zero for evasion. No meaningful progress was made toward resolving the customer's internet speed issue.

V1 Case Analysis

EA6350 speed issue; device confirmed end-of-support; customer directed to support.linksys.com; no troubleshooting performed per KB guidelines.

Troubleshooting Steps
  • Collected model number (EA6350) and serial number (14Y20J0A512).
  • Verified device status as end-of-support.
Key Observations
  • Agent used incorrect brand name 'LinkFix' and URL 'support.LinkFix.com' at the start of the call (likely ASR artifact, but not corrected).
  • No technical troubleshooting was performed despite the KB providing clear steps for speed/performance issues.
  • Agent did not acknowledge customer frustration or provide empathy.
  • EA6350 is listed as supported for QoS and bandwidth prioritization in the KB (universal_qos_bandwidth.md), but no such guidance was offered.
Positive Highlights
  • Accurately captured model and serial number.
  • Correctly identified the device as end-of-support.
Agent Errors / Gaps
  • Incorrect brand/URL reference ('LinkFix') – though likely an ASR artifact, it was not corrected.
  • Failed to follow KB-mandated troubleshooting flow for speed/performance issues (universal_speed_performance.md).
  • Did not leverage QoS/bandwidth prioritization guidance (universal_qos_bandwidth.md) despite the EA6350 being a supported model.
  • No empathy or clear next-step expectations provided.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the EA6350 is end of support and directed customer to website without resolving the speed issue or offering any troubleshooting path.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (reboot, speed test, firmware check) were performed; agent skipped diagnostics entirely after collecting info.
R3 Not Met Correct resolution path conf 99%
Agent incorrectly claimed EA6350 is end-of-support; KB confirms EA6350 is supported for QoS and firmware updates, making this a material error in resolution path selection.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to apply a logical diagnostic process; no questions were asked regarding speed tests, device placement, or connected devices to identify the root cause of 'slow internet'.
T2 Not Met Appropriate tools / resources used conf 97%
Agent relied on an incorrect system lookup for EOL status and failed to use necessary KB resources for speed troubleshooting (universal_speed_performance.md) or QoS (universal_qos_bandwidth.md).
T3 Not Met No misinformation conf 99%
Agent provided materially incorrect information stating the EA6350 is 'end of support'. The KB explicitly lists the EA6350 as supported in both universal_qos_bandwidth.md and universal_firmware_update.md.
Communication
C1 Not Met Clear & professional language conf 95%
Agent gave no agenda, used excessive filler ('uh', 'okay'), lost control of flow, and ended abruptly after one suggestion.
C2 Not Met Confirmed understanding conf 94%
Agent failed to adapt language, used confusing repetition, and required customer to repeat personal details multiple times unnecessarily.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership; transferred no case details, made no commitment, and ended call after a single unhelpful direction.
O2 Partially Met Proactive follow-through conf 89%
Agent mentioned visiting support.linksys.com as next step but gave no timeline, no follow-up plan, and no confirmation of action.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue warranted escalation after minimal L1 effort; agent skipped basic troubleshooting (reboot, speed test) and failed to escalate despite unresolved hardware-reported issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; agent ignored customer effort, used flat tone, and showed no acknowledgment of frustration or inconvenience.
X2 Not Met Tone & rapport conf 94%
Agent did not match customer’s pace; communication was disjointed, with repeated requests for already-provided info and no engagement adjustment.
X3 Not Met Overall experience conf 97%
Customer repeated name, email, phone, and model/serial numbers multiple times due to agent disorganization, increasing effort unnecessarily.
Call Transcript12 turns · 12 lines
Speaker 1
[silence]
00:00
Speaker 2
Welcome to LinkFix 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.LinkFix.com for more information about your product. [silence] Thank you for calling LinkFix, this is Skars it'll help you. [silence] Okay. So, it says here that you're having trouble with with internet speed. Yeah, that's correct. [silence] All right. Have you tried restarting backed up? [silence] Okay.
00:00
Speaker 1
[KEEP_UNCERTAIN] >it checked with you giving the information off of it oh this is spectrum by the way i'm dealing with and ask if i give you the information off of it if you could verify that it's functional and everything's okay from what you can see we're having trouble getting this thing to start up again getting the TV to start up again okay just a second no just a minute let me okay is that any better okay sure uh let's see here got so many numbers on here the.
01:00
Speaker 2
Okay well let's just reset this device. this device this device. this device it's uh okay all right. okay so you're having problem uh now with internet connection right? so are you using the speaker mode of your phone? because I do apologize um your voice is kind of faint. probably if possible you can adjust the volume. yeah much better. okay so you may check the model number and serial number of your link this right now. [silence]
01:00
Speaker 1
It starts out on the on the back side backside of it which it looks like the top side, it says lanXus and it's the the number after that is 12306. And there's also another number there EA6350. Correct. Yes. Serial number, let's see here. Long and complicated. Uh, it is 14Y20J0A512.
02:00
Speaker 2
model number. okay EA 6350 right okay again that's E for Edward, A for Apple 6 three five zero correct okay how about the serial number
02:00
Speaker 1
2306. Sure. My phone number? Okay. 248 489 1591. First name is Hugh HUGH and the last name is Robertson R-O-B-E-R-Tson. Huh, uh 8. Let's see here, we'll give you the whole thing. It's H Robertson at M I dot miami dot h h uh-huh .com Attaboy. My name is Hugh H Robertson. Roberts from h Robertson at h Rober at R Robertson at H Robertson dot miami dot com mi dot com comma comma, domain .com, domain, dot com. A t h r o b e r t s o n at h r-o-b-e-r-t-s-o-n h r o b e r t-s-o-n dot com domain .com C-o-m dot com. Domain, dot, domain .com, domain, .com. A-t-H-R-O-B-E-R-T-S-O-N at
03:00
Speaker 2
um okay can i have also your phone number while i am checking this serial number um yes okay how about your first name and last name last name okay how about your email address um oh
03:00
Speaker 1
rice rr dot com. That's correct. untreated. Ria, sixty 350 is it? Yeah. Okay, so.
04:00
Speaker 2
H. Robertson, email.mi.rr.com. Tell that. Thank you for that information. By the way, I'm here again, your number is for the Internet connection using your EA6350, right? Tell that. So, by the way, call m before we start, let me just inform you about the status of your Linksys router. It shows it here in our system that your Linksys router is already end of support. That means Linksys is no longer providing software updates as well as technical support. So what we can do here, sir, is you can check our website, which is support.linksys.com. Then we can head over there. You can see the service status as well as alternative devices that are better and compatible to what you are using. So just head over to that. Meanwhile, are you still using that Linksys device, sir?
04:00
Speaker 1
Okay. Okay. All right. Well thank you for the information. Okay, goodbye. Goodbye.
05:00
Speaker 2
Linksys.
05:00