V2 Rubric Detail — 0300c7d4-69a4-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 16:54
Duration
9m 56s
Contact
Stanley
Issue Type
Guest Network
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00133625
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Guest Password not working

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.07/5
Overall53.4% (+25.4)

V2 Grader Summary

The agent correctly identified the WRT3200ACM as end-of-life with no available firmware fixes, which constitutes accurate technical handling. However, the issue was not resolved, no concrete next steps were provided, and customer effort was not reduced, resulting in a partial resolution. Troubleshooting was limited to firmware verification without deeper diagnostic steps.

V1 Case Analysis

Guest network appears unsecured and allows access without password. Agent incorrectly stated issue is due to EOL firmware with no fix. No troubleshooting performed per KB guidance.

Troubleshooting Steps
  • Collected customer name, email, serial number, and model number
  • Checked internal system for firmware version and EOL status
  • Informed customer device is end-of-life with no firmware updates available
Key Observations
  • Agent provided materially incorrect technical information claiming guest network issue is unsolvable due to EOL firmware, directly contradicting KB article universal_guest_network.md
  • No verification of guest network password application, security mode, or isolation settings performed despite being core troubleshooting steps in KB
  • Call included unexplained mute periods reducing efficiency and transparency
  • Agent failed to acknowledge customer frustration or provide empathetic communication
  • Agent did not reference or guide customer through any KB-recommended troubleshooting steps
Positive Highlights
  • Correctly collected customer name, email, serial number, and model number
  • Identified correct device model (WRT3200ACM) from customer input
  • Confirmed firmware version (1.0.8.199531) through customer reporting
Agent Errors / Gaps
  • Incorrectly claimed guest network issue is firmware bug with no fix due to EOL status, contradicting KB guidance
  • Failed to perform basic guest network troubleshooting (password verification, security mode check, isolation setting)
  • Did not consult or reference KB article universal_guest_network.md during troubleshooting
  • Provided no valid resolution path or self-help options, only suggesting hardware upgrade
  • Used extended mute periods without explanation, violating efficiency and communication standards

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent confirmed no firmware update or fix is available for the guest network security issue and closed the case without resolving it.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent verified firmware version and identified end-of-life status, but did not verify guest network security settings (e.g., encryption mode, isolation) or attempt basic troubleshooting like restarting the router.
R3 Met Correct resolution path conf 95%
Agent correctly identified the WRT3200ACM as end-of-life with no further firmware updates, which aligns with the appropriate path for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent confirmed the symptom (unsecured guest network) and asked if a password was set, but did not investigate root cause (e.g., security mode misconfiguration, guest isolation setting).
T2 Met Appropriate tools / resources used conf 90%
Agent used internal lookup tools to verify product lifecycle status, which was appropriate given the reported firmware-related issue.
T3 Met No misinformation conf 95%
Agent accurately stated that the WRT3200ACM is end-of-life and no further firmware updates are available, consistent with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control but placed customer on mute without clear explanation and failed to set expectations or summarize next steps.
C2 Partially Met Confirmed understanding conf 80%
Agent used clear language but did not adapt explanations to address customer's confusion about guest network encryption or confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and provided information directly.
O2 Not Met Proactive follow-through conf 90%
Agent offered only a vague suggestion to upgrade to Wi-Fi 6/7 without specific next steps, timeline, or actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for an end-of-life limitation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent used polite language and thanked customer for waiting, but did not acknowledge frustration or express empathy for unresolved issue.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust tone or engagement level despite customer's repeated attempts to clarify the issue; interaction remained transactional.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial number and firmware version; agent provided no self-serve tools or documentation to reduce effort.
Call Transcript16 turns · 18 lines
Speaker 1
I'm on the phone. I will start up yes. Yes this is Stanley Sweena. I have a BlinkSys WRT 3200 ACM router and I'm trying to get the guest net
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. Thank you for calling, C. How can I help you today?
00:00
Speaker 1
network network working and um I've gotten on the uh web web-based uh settings page in the router and I see the guest network and I can turn it on, turn it off and set the SSID and the password and it all seems to work except when I turn it on it doesn't show as a secure network uh no little padlock by it and when I try it when I log into it from another device it doesn't require a password it just says unsecure. I set the password that's what's puzzling to me. I set I've got it as a SSID I added 2.4 GHz active SSID and the 5 GHz disabled and the password is entered and there's a limit of five guests I think is the other setting. And then when I turn it on it it appears in the available networks but
01:00
Speaker 2
uh-huh uh-huh Did you set up a password for this one, sir, or leave it open? Uh-huh. Uh-huh. Uh-huh.
01:00
Speaker 1
It does not show as a secure network. It doesn't require a person a guest to enter the password, like the main router page does. I'm wondering if that's a The model number is WRT120ACM. And I've got the firmware version also, if you need that. Okay.
02:00
Speaker 2
Okay, what is the model number again, sir? Okay, yes, sir. Let me just check on that one, okay? Uh, okay, so, after before, oh, I'm sorry, while we wait, I have your phone number, just in case we get disconnected. Okay, so just to confirm, sir, you set up a password or guest network password for this, uh, device, right, for the, uh,
02:00
Speaker 1
[On on the guest], the guest access network, there's a little setting on the web web based settings tool. [the 2.4 gigahertz SS ID. I have that in there.]] [I have the password set and it shows correctly and and then if I turn it on, it'll go through set up, restart the router and when it comes back on, I try to connect to that guest network and it does not show as a secure network. It doesn't require a password. The little padlock is missing and my device says then secure. And I'm trying to find out if there's some other settings somewhere or if there's a firmware bug or something to prevent it from doing the encryption on the guest network. [so.]] [so.] Right. Yes, every other, yeah, every other device does require me to log in, you know, enter your password, assuming it's not stored on the phone or something already. Yes, and what, do you need the firmware version? Okay. stanley, S-T-A-N-L-E-Y S-w-e-n-a. I think the email you have is S-W. go ahead. S-W-E-N-A. S-w-e-n-a@ ATT.net.
03:00
Speaker 2
Okay, anyway, sir, may I have your, yes, sir, I will be needing your details, sir. May I have your first and last name please? Hmm. I'm sorry, what's your, what is your last name again, sir, how do you spell it? Wait now, okay, you got it. And your email address, sir.
04:00
Speaker 1
The Internet service provider is steroid I on cast on this one. Serial number. Okay. The serial number is 19 8, 126 9, B as Bravo, and I believe it's zero, zero, three, six, five.
05:00
Speaker 2
AT&T dotnet and uh for documentation for processor and i also know who is your internet provider okay you might also have the serial number sure of the WSB okay yes you let me just check on the unit and um i'll just be uh placing you on mute sure uh to check on that concern [silence]
05:00
Speaker 1
Okay. Okay.
06:00
Speaker 2
Stay on the line to be a special act. Okay? Thank you, sir. Be right back. Hello, sir. Sir Stanley? Uh-huh, sir. Thank you so much for patiently waiting here. So I was able to check on the concern you have right now, and it shows here, sir, that this is something to do with the firmware version.
06:00
Speaker 1
Okay, um how is there a way I can update? When I pull that up, I think I saw it here on the somewhere on this web-based tool. It's 1.0.8 1.0.8.199531. [silence] Oh, thanks. [silence]
08:00
Speaker 2
Yes. What version do you have? Sir. Yeah. The old, um, okay, yeah. It seems that this is the last version there, the last, uh, firmware there are the firmware version for this unit. Anyway, sir, uh, further questions, if you can do an update, unfortunately, sir, there's no more update for this unit. Since this device, sir, is already part of our end of life devices. Uh, that ended last July of 2021. So, unfortunately, sir, uh, that causes the concern right now. Where it can't do any more upgrade and there's no fix for the guest network there since we don't have any firmware that can fix this now since then.
08:00
Speaker 1
Okay, if I find another similar whatever the device that was is now available, um, I can how do I know if it's if this will be a problem with that device as well? Is there a way to know, um, whether or not without buying it and installing it and checking it out? Right, okay, Wii Fi 6 or 7. Very well, thank you. Bye. [silence]
09:00
Speaker 2
in for the cash or any other problems or when it comes to this router yes sir yes sir city case sir just in case sir you wanted to do an upgrade please make sure that this that this is under Wi-Fi six or Wi-Fi seven it's those still have an updated firmware firmware usually fix concerns or problems when it comes to the router connectivity or other settings. Yes Wi-Fi six. Yes you're welcome sir have a good end say see thank you.
09:00