V2 Rubric Detail — 0054b82e-70b1-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 16:14
Duration
5m 33s
Contact
No name
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00134784
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E1200_Inquiry call about the router

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution1.56/5
Technical3.12/5
Communication5.00/5
Ownership1.50/5
EscalationN/A
Customer Exp4.29/5
Overall55.5% (-24.5)

V2 Grader Summary

The agent accurately identified the E1200 as end-of-support and confirmed two routers can coexist, but failed to troubleshoot the reported connectivity issue or provide actionable next steps. While technically accurate, the response did not advance resolution of the customer's core problem (music cutting out), falling short of OOW best-effort standards. No escalation was needed, but ownership and troubleshooting were incomplete.

V1 Case Analysis

Customer asked if two routers of different brands can operate together. Agent confirmed yes, explained separate Wi-Fi names, and noted E1200 is out-of-support.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent provided accurate information about E1200 end-of-support status per the KB.
  • Agent correctly explained that multiple routers from different brands can coexist with separate SSIDs.
  • Communication included filler phrases and unclear phrasing (e.g., 'default serum'), but this did not affect technical accuracy.
  • No warranty verification was performed, but the device is clearly out of warranty based on agent statement.
Positive Highlights
  • Technical advice was fully accurate and aligned with the KB.
  • Correctly set expectations about legacy device support and coexistence of multiple routers.
  • Provided clear self-help closure path.
Agent Errors / Gaps
  • Used unclear phrasing: 'the default serum you're cutting in and out' — likely meant 'default settings' or 'signal', but phrasing was confusing.
  • Repetition and filler phrases (e.g., 'hold on, hold on, dear') reduced clarity and efficiency.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent confirms two routers can coexist but fails to resolve the core issue: the customer's music cuts out when using the E1200. No troubleshooting or concrete solution is provided for the unstable connection.
R2 Not Met Diagnostic thoroughness conf 95%
Agent does not perform any troubleshooting for the reported 'cutting in and out' issue. No questions about placement, interference, or reset procedures are asked. Relies solely on product age to deflect further support.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identifies E1200 as end-of-life but fails to provide best-effort troubleshooting (e.g., reset, placement, firmware check) before redirecting to callback. OOW standard requires real troubleshooting attempt.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent does not identify or investigate the root cause of the 'cutting in and out' symptom. No diagnostic questions asked (e.g., wired vs wireless, other devices affected, interference sources).
T2 Met Appropriate tools / resources used conf 85%
No tools were needed or available for this OOW device, and agent did not inappropriately rely on tools. Issue was informational and handled within scope.
T3 Met No misinformation conf 95%
Agent correctly states E1200 is end-of-support and that two routers can coexist. No technical inaccuracies in provided information.
Communication
C1 Met Clear & professional language conf 85%
Agent maintains control of the call, frames the interaction, and guides to closure without losing direction.
C2 Met Confirmed understanding conf 85%
Agent uses simple language and adapts tone to customer’s level, avoiding technical jargon.
Customer Ownership
O1 Partially Met Ownership & empathy conf 80%
Agent offers callback/email but does not attempt to resolve the issue during the call despite customer expressing ongoing problem. Ownership is ceded too early.
O2 Not Met Proactive follow-through conf 90%
Agent suggests customer can 'call back' but provides no timeline, no commitment to follow up, and no specific next steps. No disconnect or callback commitment honored.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff observed; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this OOW device with a basic connectivity issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent remains polite, uses courteous language ('ma’am', 'dear', 'thank you'), and maintains professionalism.
X2 Met Tone & rapport conf 80%
Agent matches customer’s conversational pace and uses accessible language.
X3 Partially Met Overall experience conf 75%
Agent avoids making customer repeat info, but fails to reduce effort by not offering immediate troubleshooting steps for the E1200 despite it being OOW.
Call Transcript10 turns · 11 lines
Speaker 1
Welcome to links of support ensure quality service, to ensure quality service. And to ensure quality service, welcome. A question I know if you can answer this question. We have one of your I'm trying to figure out this we have two routers in our home.
00:00
Speaker 2
welcome to links 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 devices 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. [silence] Thank you for calling links. This is Al Haleek. How I can help you? Okay, ma'am. what's your question?
00:00
Speaker 1
However, we have one that's yours. Um, do you need the model number? E 1200. Do you need the serial number? Tell me when you're ready. Tell me when you're ready. You ready? 10810C 17155103. Comcast. [silence]
01:00
Speaker 2
[silence]
01:00
Speaker 1
Well, here's the thing. If it's hooked up, can you have, like, more than two different routers in your home? Okay. And they're two different manufacturing brands. Yes, actually, you can have two routers, with two different brands. However that you might also have. Okay, hold on, hold on, dear.
02:00
Speaker 2
cast all right so what's is your concern for this one what's your question two routers yes you can ma am you can have two routers however yes but that will actually you can have two routers with two different brands however that you will also have two different wifi name to connect. Yes. Mm-hmm. Uh-huh. Okay. And it the default serum you're cutting in and out. Okay. How about I'll just
02:00
Speaker 1
Yeah, I mean, if we just, if I disconnected this, that, this means, you know, I wouldn't get my music throughout the house, right? That's correct, if your music is connected to your Wi-Fi and then to the next router, okay.
04:00
Speaker 2
But just to give you a heads up the E-1200 this router, since, yeah, this is actually part of our first generation router. So, um for this one, we no longer provide support for this because, um this one is holding an old Wi-Fi technology. So we ended the support since July 27 of 2022. Um, if you need help for this one, you can just give us a callback. We can provide email step by step depends on what's your concern for this unit, okay? Okay. That's correct, if your music is connected to the Wi-Fi name of this one. If you're going to but if you have another, yes, but if you have another router that's currently working, you can connect your music to that router to still continue having
04:00
Speaker 1
Oh, you can even, I can connect it to that one too. Which I don't know how. Okay, all right. I just I just want to know what all this stuff is. Okay, all right. I appreciate your time dear. Thank you. Thank you. You too, honey. Thank you. Bye bye.
05:00
Speaker 2
streaming the music as long as you have an active router with internet. Correct? Yes. I see. Well, if... Alright. You're welcome. Thank you as well, man, for taking the time calling. Link sees you, take care as well. Bye bye.
05:00