V2 Rubric Detail — 0220af36-6c02-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 17:12
Duration
26m 57s
Contact
14042194027
Issue Type
Firmware Update
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#GI00134083
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.1% (+10.1)

V2 Grader Summary

The agent correctly identified the WRT3200ACM as end-of-life and recommended appropriate current models with WPA3 and auto-update support, fulfilling best-effort guidance for EOL devices. While the firmware issue was not resolved, the agent provided a valid path forward through replacement, supported by accurate technical information and ownership of the interaction, resulting in a partial resolution.

V1 Case Analysis

Customer unable to update firmware on WRT3200ACM; agent confirmed EOL status but gave incorrect support end date and misrepresented MBE7000 as Wi-Fi 7. No firmware update steps provided. Customer will contact ISP and consider new router purchase.

Troubleshooting Steps
  • Identified router model (WRT3200ACM).
  • Confirmed EOL status per universal_eol_firmware.md.
  • Provided product recommendations (MX6200, MBE7000).
  • Explained WPA3 support on newer models.
Key Observations
  • Agent provided a fabricated support end date (July 27, 2026) — KB states EOL products have no published support end dates.
  • Agent incorrectly described MBE7000 as Wi-Fi 7 (it is Wi-Fi 6 per KB).
  • No firmware update steps were provided despite explicit customer request (auto-update check, manual download from universal_eol_firmware.md).
  • Agent did not verify warranty status or collect serial number despite script prompting.
  • Customer expressed valid security concerns (WPA2-PSK only) but received no guidance on mitigating risks on the existing router.
Positive Highlights
  • Correctly identified WRT3200ACM as EOL per universal_eol_firmware.md.
  • Explained WPA3 benefits on newer models, addressing customer security concerns.
  • Provided clear next-step path (contact ISP, consider new router purchase).
Agent Errors / Gaps
  • Provided false support end date (July 27, 2026) — contradicts KB policy that EOL products have no published support end dates.
  • Incorrectly described MBE7000 as Wi-Fi 7 (it is Wi-Fi 6 per KB).
  • Failed to provide firmware update steps for WRT3200ACM (auto-update check, manual download from universal_eol_firmware.md).
  • Did not verify warranty status or collect serial number despite script relevance.
  • Gave vague product recommendations without confirming customer requirements (mesh vs standalone).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent confirmed the WRT3200ACM is end-of-life and recommended newer models (MX6200, MBE7000) with WPA3 and auto-update support, but did not resolve the firmware update issue on the existing device.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about connected devices and confirmed firmware version, but did not attempt troubleshooting steps like checking for manual firmware download or explaining EOL implications beyond recommending replacement.
R3 Met Correct resolution path conf 95%
Agent correctly identified the WRT3200ACM as end-of-life (per universal_eol_firmware.md) and recommended current supported models (MX6200, MBE7000), aligning with KB guidance for EOL devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the router model and firmware version, confirmed EOL status, and linked it to security limitations (WPA2 only), but did not explore whether the customer had attempted manual update or diagnose why auto-update failed.
T2 Met Appropriate tools / resources used conf 90%
No tools (e.g., remote access, logs) were necessary or available for this inquiry; agent used product knowledge appropriately to assess EOL status and recommend replacements.
T3 Met No misinformation conf 95%
Agent accurately stated the WRT3200ACM is end-of-life (support ends July 2026), that newer models support WPA3 and auto-updates, and that internet speed depends on modem/router synergy — all consistent with KB articles.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control but allowed multiple long silences and did not set clear expectations at the start about the scope of support for EOL devices.
C2 Partially Met Confirmed understanding conf 85%
Agent used accessible language and confirmed customer understanding on key points (e.g., coverage, security), but occasionally used unclear phrasing like 'LME MX' instead of correct model names.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to finish, did not transfer, and provided actionable recommendations without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent advised contacting ISP to check modem and considering purchase of MX6200 or MBE7000, but did not specify timelines or offer follow-up support.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff context existed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent’s scope and resolved to best available outcome.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged customer’s security concerns and thanked them sincerely, but empathy was somewhat generic and not deeply personalized to the customer’s stated anxiety about hacking.
X2 Partially Met Tone & rapport conf 80%
Agent matched the customer’s conversational tone but did not adjust pacing during confusion (e.g., when customer struggled to find security settings) or confirm full comprehension.
X3 Partially Met Overall experience conf 85%
Customer repeated device count and router settings, but agent used this information to guide recommendations; some repetition was due to customer initiative rather than agent inefficiency.
Call Transcript50 turns · 52 lines
Speaker 1
Hey Ellie, how's it going? I got a, I got a, I got a router question for you. [silence]
00:00
Speaker 2
Welcome to Lynx systems 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.lynxtec.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on your issue. [silence] existing technical support. My name is Ellie, how can I help you? Okay, and what is um, is there [silence]
00:00
Speaker 1
No, well, I've been reading up on the web about all these Home and Small Business routers getting hacked and, you know, getting in and, you know, getting into your stuff. So, I've got a Linksys. 32X, which is basically the WRT 3200ACM. And I know that that router is, I think they said it was produced around 2016 or 17. I thought I bought it earlier than that. But I wanted to know, what's another good Linksys router to buy? Like an up to date, you know, up to date Wi-Fi, up to date security, up to date everything on it.
01:00
Speaker 2
Any problem or what's happening right now? Mhm. Oh, I see. So, uh,
01:00
Speaker 1
But I wanted to know from you guys since you're Lynx is, um, what's a good home, uh, uh, my son games, uh, he's a gamer, that's why I bought the X 32 x. And I mean, it, it, it still works. But I think the Wi-Fi is starting to get a little degraded on it, on the router side of it. So I was wondering if you guys could help me here. You guys gonna give me some, I can give you some model numbers and I could look at the Amazon or you know, your site, your site, your site, and uh, or uh, a new router down, you know, here in the next week or two. Replace my old one.
02:00
Speaker 2
Oh, mm-hmm. Yeah. I, I, Yeah, you're actually correct. Huh-huh. Uh, yeah, absolutely. So, um, let me just go ahead and um, pull up some information first, but um, before I provide you with some options, um, what are the devices that will be connected to the, uh, to the router? Like how many desktop, how many laptop are we talking about that will be connected?
02:00
Speaker 1
Well, I've got, right now I have, like, my TVs on Wi-Fi. I've got five TVs. They're all Wi-Fi. I didn't run a- Well, a couple of them are ethernet, that I could get ethernet to, but I probably still got Wi-Fi turned on. Um, but, uh, when I go into my router, when I go into my router, I'll log in. I'll tell you how many devices- I'll tell you how many devices is connected to my router right now. I don't get into devices. So it looks like, one, two, three, four, five, six, seven, eight, nine, 10, 11, 12, 13, 14, 15, 16, about 17, under 20. Yeah, that's still counting our cell phones, our cell phones. You know, I've got, I've got two or three PCs that are running wireless. Uh, the TV
03:00
Speaker 2
so uh yeah sure go okay go on Okay so um the
03:00
Speaker 1
TVs, of course, uh, my printer, two printers, but, uh, but the router's been running great, don't get me wrong. It's been running great, I've just, but I can't seem to firmware it. I don't I don't know if I can firmware this router anymore. It says it's, the firmware on it says, let me get to there. Um, where do I go to get to the firmware? Writer administration, maybe? Firmware says, you want me to give you the version of firmware? That's on it. all right, ready? It's 1.0.180404.58 And I kept seeing to update the firmware on this router. So oh
04:00
Speaker 2
Yeah, of course.
04:00
Speaker 1
one. Yeah. Okay. So, you are releasing a new one of this model on the 27th of July?
05:00
Speaker 2
Yeah, of course. I did actually check the router that you have, the WRT 3200 ACM. So as per checking here, um, the life of this router, or the, Linksys is no longer manufacturing the same router since July 28th of 2021. Now, if you do happen to encounter any problem on this router, so the support of this router will actually also, uh, will end on July 27 of 2026. So that will be gonna be happen next month. So you. So, it's kind of like, you know, um no. Because right now, we are actually, you know, currently creating much more powerful routers. I mean our technology
05:00
Speaker 1
some are wired, some are wireless. You got to remember, some are wired, some are wireless, okay?
06:00
Speaker 2
Our engineers are creating another version of router. But right now, there are some routers that is really available on Amazon. That you could really, like you know, use to. And since you mentioned that there are like below 20 devices that will gonna be connected, or that will going to use the router. And those 20 devices is like, um, if you can have. Oh yeah. Okay. So, I did, uh, took the opportunity earlier to check on like, you know, on the routers that is available on Amazon, that you can also check.
06:00
Speaker 1
[KEEP_UNCERTAIN] How much is it? What is it? And that's a router, right? Linksys. Okay. Okay. Six or seven. Okay. Because I think they got the seven out now. Don't they do? Don't they got seven out? I think.
07:00
Speaker 2
So we have, um, you can, you can actually purchase, the MX 6200. So MX 6200. Yes, this is a router. Yeah, yeah, this is the Linksys router. Uh, this is a tri-band router. So it's just um, it produces 2.4-GHz band, 5-GHz band, and another more 5-GHz or 6-GHz. And then, uh, this is a wi-fi, this is a wi-fi 6 router. Uh-huh. I I I
07:00
Speaker 1
M... B.E... Uh-huh. Yeah, that's the one that's like a, like a, like a like a circular stand up router, isn't it? Yes. Yeah. That okay. So that's the one I was looking at that one earlier. So let me ask you about that one. So, it looks like it has another component that goes with it. Is that just plugged up in your house for extra Wi-Fi? Let's see, let me look it up. Yes. That's what it's in. Huh? Yeah, I'm gonna pull that one up. I was looking. So it's the Linksys Bell...
08:00
Speaker 2
We actually have a Wi-Fi 7 router. And that is the... I have any seven thousand. Yeah. Yeah. You're there. Um. For this one, you still need, actually, to set this one up. So that it can out. Yeah. And so, um. Um. Um. Um. Um. Um. Yeah. OK. So.
08:00
Speaker 1
Develop pro. Is that the one? Yeah, link to 7000. Yeah, delete this. MB 7000. Yeah, I'm looking at it right here. So is this, is this like a really good router? Like top of the, top of the line. Yeah, so yeah, that's cool. Yeah. Okay.
09:00
Speaker 2
7. link...yeah okay that's actually good so uh yeah that's the one uh yes a lot of oh yeah a lot of customers are actually considering having this router because um aside from it has a like you know a powerful or much more convenient you know um its specs is actually good uh regarding also with the coverage of this router so each of this router can actually covers up to 3,000 square foot or 275 square meter so it's actually much more wider [silence] [music]
09:00
Speaker 1
And I'll be able to get well, will, does it do an automatic firmware update and all that on it as well? So this is the latest and. So is this the like the latest and greatest router right now, the MBE 7000? Alright, let me look at it real quick. But I'm gonna, I'm gonna buy one of these. I'm definitely gonna get one of these. I've got, I want to upgrade anyway, I just want to make sure. I I've got a Motorola MB8600 modem, which is yeah, supposed to be really good still. Um, so yeah, I'm looking at this one. This one does Wi-Fi 6E. [silence]
10:00
Speaker 2
Yes. It's actually still receiving. I'm sorry. Well, aside from MBE, there um, the other one is what um, was the one that I just told you earlier, device 62. Yeah, so now them.
10:00
Speaker 1
Okay, so it's another so this one often sold as the bellet pro six, is what they're calling it, I think. or the MX 6200. Okay. so is this one just a little bit less powerful? than that 7,000? Yeah. I'm I'm probably I'm I I'm 1,800 square feet. so, I mean,
11:00
Speaker 2
Yeah. Yeah. Yeah. No, it can actually still... it can actually still perform, like you know, well. With a... it can actually like still perform well. It can definitely provide you like you know the... the performance that you actually expect for a router. If you have this MX 6200. So but still for um... I mean, how big is your house? Cuz sometimes uh... okay, 1 800 square feet.
11:00
Speaker 1
Yeah, so it would definitely cover my house. Got it. So, is it, uh... Are they good for, uh, both of these routers, the, uh, MX 6200 and the 7,000, are they good for gaming, like Xbock gaming? Okay, because we got Comcast gigabit. We got the Comcast gigabit for Wi-Fi or for speed. And right now, I'm clocking about 80, 850 megabits out of that 1.2 gig.
12:00
Speaker 2
Uh, yeah, it can absolutely cover your house, if you have the MBE7000, or if you have the MX6200. So both of those routers can absolutely cover the area of your house, and then aside from that one, they can also like, you know, perform well, regarding with like, you know, um, what router will you get, they can definitely perform well. And these routers are actually still... I'm sorry? I hear. Yes, of course. They are. Uh-huh.
12:00
Speaker 1
Would that speed up my bandwidth from Comcast because I'm up to 1.5 with a newer router? Does that make any sense? [silence] Yeah yeah.
13:00
Speaker 2
Of course, so uh yes of course, so uh regarding with your internet speed um, or regarding with the strength of each bandwidth um from the comcast, so, every router sir, Linksys router, D Link router, all routers always depend on its internet source, now if there is a problem with the internet source of this router, of course, the router cannot definitely perform, because they are always dependable to the internet source.
13:00
Speaker 1
uh-huh call Comcast and have them check my modem to make sure my modem has the right cause they can push stuff out to my modem, right? Okay. right, so my modem, I'm going to do that after I get off the phone with you. I'm going to call Comcast and have them look at my modem, make sure I'm up to date. But on the Motorola MB86, it is
14:00
Speaker 2
Yeah, because, um, you should also try to check or to contact first your Internet service provider and then, um, ask them if you have their latest modem, is it updated, you know, something like that, because there are modems out there or maybe your modem is one of the modem that is, um, not updated yet, so you need to call them first and then try to ask them if you have the latest modem. Yeah, so they can definitely check it directly. You you really need to consider that one.
14:00
Speaker 1
So it should handle my, so it should handle my 12-37. You know what I'm saying? So, so I bought that modem a while ago. It's a really good modem, but it really is. Cause I don't the detex modem. I don't use their modem and all that stuff. I do my own modem because they charge you like 10 or $20 a month for their their modem, you know. So, I do my own. But so I'll call Comcast after I get off with you and have them check my modem, make sure I'm up to speed on on firmware, you know, whatever they need to push to it. But in the meantime, my router, my Linksys D-200, it won't update the firmware. So I have my friend work on it then he said that I might need to get a new router. See that's the kind of expensive stuff I don't like doing that and I don't have any available internet at the moment. So we're just gonna try a Kongo uh we're gonna go around with the Kongaset seeing what they can do about my firwell firmware updated by uh by a firwell by a D-4000 so so while I was on this member again.
15:00
Speaker 2
yeah oh yeah yes sir Yeah. Yeah. Uh-huh. No. Yes. Everything is actually built in on that one little tower. So, everything is there. The motherboard of this router are there. Uh, all of the information that will going to be saved directly is on there. Like, you know, this is actually a much more advanced router and it really don't consume big spaces just to place them. Yeah.
15:00
Speaker 1
Okay, you know I'm gonna get some another question. How long have these two routers been out? how long have they been out on the out on the market? Do you know, world? Okay. cuz I wanna get something I wanna get said like new man. You know, not like five years old or you know, three years old. I want something if I'm gonna buy a new router I want like something that just came out like within a year, you know, or something.
17:00
Speaker 2
Yes, of course, because it's actually kinda small. so we actually have both routers here in our laboratory and yeah. This this MBE MX is really not, you know, consuming spaces. I'll let me double check. Okay, so the LME MX is in a box and inside the box
17:00
Speaker 1
right right we 57A. Is there anything that's like between now and 2026 that's been released? Okay. So is it just so so if I wait till July 27th of this year, would I be looking at maybe getting a break
18:00
Speaker 2
6200 this was out on the market or available last July 16 of 2023 and then um and then the the MB7000 was actually released um in between of 2023 and June 2024 but it actually depends on the region well maybe um and the US this was actually released around 2024 um not yet sir our engineers are still developing for you. This was um the
18:00
Speaker 1
okay. Okay. Because you mentioned July 27th of 2026 earlier. So exported on July 27th, that's coming up this next month. Okay, gotcha. Well, I'm gonna look at the here. So I'm I'm safe I'm safe to get the MX 6200 or the MB 7000. I should be pretty protected right? Secure network. Okay, all right, all right. Okie doke. All right, man. Well, I think you've helped me out a lot today on this.
19:00
Speaker 2
I really cannot give you an indirect answer for that one. Uh, yeah, so that was actually the date wherein your WRT-3200 technical support will end. So if... Yeah, next month. So if you uh-huh, Yes, but just... you are secured network okay. Um, thank you so much. So yeah, would there be like maybe anything else that we could help you with?
19:00
Speaker 1
No I think I think I think what I'm gonna do is I'm gonna get a hold of Comcast and have them check my modem. Now what should I be asking them about my modem? Firmware or or am I is my modem up to date with you guys? You know, things like that. Okay. Yeah. Oh yeah, yeah, yeah. It'll it'll it'll downgrade to the slowest speed. Yeah, I know all about that. So so I'm gonna call them and make sure that that I'm still good with my Motorola.
20:00
Speaker 2
you know, that I can help you with. Yes, sir. Yeah, um, maybe ask them if they also have most recent modem as well that they just actually produce so that like, you know, the MVE or the MX can absolutely work with your modem. Because this router can absolutely work with any modem or any gateway. However, it will always it will always still depend on the internet source. Because if the internet source is kind of slow, then of course, it will definitely affect the any router. Yeah.
20:00
Speaker 1
8,600, right type modem. I'm going to research some other modem. I really don't want to have to buy a new modem. Uh but I really do need to secure my router. You know what I mean? So, yeah, that's the part that you know, that's the part where people can stop on the street and get in your, get on your internet and if you're not secured right. I think mine, my security, let me tell you what it is. Let's see, where do I get to that at? Let's see, Wi-Fi settings, cause I'm still locked in. Um, where does it show me where my WAP or? Let's see, dashboard, baby, let me look. I'm still locked into it. Uh where does it show me? I I'm sorry, what? I just want to tell you, show you what I have on this router and you're going to tell me, oh man, they got way more security than that. Where is it at? Hold on, let's see here. Bah bah bah bah bah bah bah bah. Local area network. It tells me my uh security, I'm logged into my router um, let's see here, a Wi-Fi there's Wi-Fi right there, a main Wi-Fi I see, there's a Wi-Fi settings should be in here, more settings maybe, yeah, so the highest security that I can put this router on for for wireless security is WPA2-PSK, that's the only setting or none, that's all I have for this router, so what does that tell you? Uh, this is on the wireless side only for for securing my wireless for my the outside world.
21:00
Speaker 2
Okay. Um, one moment. Hmm. Because uh right now sir, the most secured wireless umis.
22:00
Speaker 1
Two P, three. WPA three. Okay. Right. So that that good. Good.
23:00
Speaker 2
for all of the Wi-Fi Security, that should be WPA3 and both routers will have WPA3. And both routers that I just offered to you earlier, actually, both of them carries WPA3 encryption for the security. However, sir, you, yeah, but I just also really want to let you know that there are some devices that cannot connect directly to the WPA3. Yes, they can recognize or they can see the network, however, they cannot connect to the network because of the security mode of the Router. That is why we have this option on mixing the WPA2
23:00
Speaker 1
So, is my WPA2-PSK, is that a good encryption? [silence] Now, it's WPA2-PSK is what mine said right now. [silence] [silence] That's what my current route. [silence] That's what my 3200 is set up. [silence] Okay. [silence] So WPA2-PSK is kind of hold. [silence]
24:00
Speaker 2
okay, so... WPA2 slash WPA mix. um, okay, so... okay, so if you have this one, the WARTICLE, so it's actually kind of kind of outdated security mode. for a Wi-Fi security. yes. So, that's the WPA. [silence]
24:00
Speaker 1
telling me a lot of stuff I think those are the two. I'm going to look at and see how what prices I can find on them uh here soon I'm going to just purchase another one but what I'll do in the meantime I'll get I'll get a hold of Commcast about my my modem uh and go from there and see if I need to do anything with my modem on my modem side because um I I really want to make sure I'm secure you know and nobody's getting into my stuff and and I bought this router back when my son was like in high school and you know he was gaming he he kept complaining I had an older router uh one of the older linksys routers the 56 whatever remember the old 56 what was it I don't remember the model number [silence]
25:00
Speaker 2
Yes, sir. So, uh, yeah, you might really want to consider like, you know, getting a new router than... than, um, the one that you... yeah, of course. Okay. Okay. Yes, sir, of course.
25:00
Speaker 1
rolling it. But they were very common routers. And I had that. He said, man, I keep dropping, I keep dropping, I keep dropping. Once I bumped up to this WRT 3200, I never heard a word out of him. You know, it really boosted his gaming. So, but he still lives here. He's 25, so he's still gains. But that's not my main function. I'll get I'll get it strong enough for him to gain. And you said these two routers will handle that. So, all right, well, for him, thank thank you for all your help. And I'll keep this in my phone for support on my new router. And I'm going to purchase one of these two in the next couple weeks. So. All right. All right, you too, man. Have a good one.
26:00
Speaker 2
uh-huh yes of course you too uh okay thank you so much sir so have a good one [silence]
26:00