V2 Rubric Detail — 15ae9dd4-69cc-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 21:41
Duration
8m 36s
Contact
Tom Robinson
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133676
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wanted to separate the networks

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.00/5
Technical4.06/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall30.6% (-33.4)

V2 Grader Summary

The agent accurately identified the E1200 as a single-band, end-of-life device but failed to perform any troubleshooting or offer best-effort support. No empathy, next steps, or ownership were demonstrated, leaving the customer to purchase a new router without resolution. The interaction was factually correct but fell short of expected support standards for out-of-warranty devices.

V1 Case Analysis

Customer unable to connect camera; E1200 is single-band and out of warranty. Advised upgrade to dual-band router.

Troubleshooting Steps
  • Identified router model (E1200) and confirmed single-band capability
  • Verified warranty status (out of warranty, support ended)
  • Explained hardware limitation preventing band separation
Key Observations
  • Agent correctly identified E1200 as single-band and out-of-warranty (KB-accurate technical advice).
  • No basic troubleshooting performed before concluding hardware replacement was required.
  • Agent failed to offer paid support despite clear out-of-warranty status and customer need.
  • No HappyFox case number created or referenced (protocol violation).
  • Communication included long silences, overlapping speech, and unclear email normalization.
  • Provided correct self-help path (upgrade to dual-band router) with support.linksys.com reference.
Positive Highlights
  • Accurately identified E1200 as single-band and end-of-life per KB guidelines.
  • Correctly informed customer that technical support ended in July 2022 and device is out of warranty.
  • Provided valid self-help path: recommended dual-band router upgrade with support.linksys.com reference.
  • Directed customer to appropriate self-help resources despite call limitations.
Agent Errors / Gaps
  • Skipped basic troubleshooting (reboot, firmware check, Wi-Fi settings) before recommending hardware replacement.
  • Failed to offer paid support option for out-of-warranty device despite eligibility and customer need.
  • Did not create or reference a HappyFox case number (protocol failure).
  • Inefficient communication with long silences, overlapping speech, and unclear handling of customer email.
  • Did not verify Wi-Fi settings or attempt simple connectivity tests before concluding hardware limitation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent told the customer to buy a new router without resolving the connectivity issue; no functional outcome was achieved.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed (e.g., checking Wi-Fi settings, testing device compatibility, or reviewing security mode); agent immediately concluded hardware limitation.
R3 Not Met Correct resolution path conf 94%
For an out-of-warranty device, agent offered no best-effort troubleshooting (e.g., firmware update, factory reset, security mode check) and defaulted to product replacement.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent correctly identified the E1200 as single-band and end-of-life, but did not ask diagnostic questions about the camera or current network setup.
T2 Met Appropriate tools / resources used conf 93%
Agent used accurate product knowledge (model capability, warranty status) appropriately; no additional tools were needed for this hardware-limited scenario.
T3 Met No misinformation conf 97%
All technical information provided was accurate: E1200 is single-band 2.4 GHz, Wi-Fi 4, end-of-life, out of warranty, and support ended July 2022.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic call flow but failed to set expectations or structure the interaction; guidance was reactive rather than proactive.
C2 Met Confirmed understanding conf 91%
Agent used plain language and avoided technical jargon, making the explanation accessible to a non-technical customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent created a case record but did not take ownership of the issue; no follow-through or resolution attempt was made beyond suggesting a new purchase.
O2 Not Met Proactive follow-through conf 94%
No specific next steps, timeline, or follow-up were provided; customer was left with only a vague suggestion to 'get a new router'.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the hardware limitation and out-of-warranty status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy or acknowledgment of customer frustration; tone remained transactional throughout.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer’s tone or confusion; communication was one-size-fits-all with no engagement checks.
X3 Not Met Overall experience conf 95%
Customer was given no effort-saving actions (e.g., self-help steps, KB article); burden was fully shifted to purchasing new hardware.
Call Transcript15 turns · 16 lines
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, paid support may be available depending on your issue. To hear more about your service options, press two. [silence]. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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 service options, press two. To hear these options again, press one. Thank you.
00:00
Speaker 1
Yeah, I keep hitting the buttons and it wasn't taking it. So, what I need to do is I'm trying to connect a smart device, which they're telling me I need to
01:00
Speaker 2
press 8. please select from the following options. for in warranty products, our support team is available to help with performance and hardware issues. 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 service options, press 2 to hear these options again. press 8. please remain on the line for assistance. [silence] Thank you for calling Linksys. This is Apo. How can I help you?
01:00
Speaker 1
Yeah. So we're having a different camera system in our house. Yes. Correct.
02:00
Speaker 2
Okay, so you're trying to connect a a device. And what what particular device? Uh camera system. Okay. So you wanted to connect to the 2.4 gigahertz network. Mm-hm. Alright. Okay. So, yes, uh probably there's a need for us to check the wireless settings of your router, sir. And verify if the networks are um uh if if the bands are separated. Okay. So if if not, then
02:00
Speaker 1
OK, minor number. Hey, serial number 1 0 8 22 1 0 22. Just a second. Let me take these out. OK, you there? OK. Hey – I'm sorry. Serial number 1 0 8 22 ZZ and Charlie 6 6. Oh.
03:00
Speaker 2
We need to rename the bands, okay? Now, sir, can I have the model number and the serial number of your Lynxus device? Just try to look underneath it. Uh-huh. I'm sorry. You're cutting out. Okay. Please. Uh-huh. Uh-huh. You're really cutting out, sir. I think we do have a bad uh connection here. Yes, go ahead.
03:00
Speaker 1
correct. yes. E 1 2 0 0. correct. Tom Robinson. Tom? correct. yes.
04:00
Speaker 2
Okay, so it's 10822 CFOR Charlie 664 131 41. Is that right? Okay. Okay. Let me just check this serial number. Do you see any model number at the front? [silence] Okay. All right. Let me just create a record here, sir. Can I have your name? [silence]
04:00
Speaker 1
Tom T as in Tom M as in Michael R as in Robinson the number one at SBC Global Sam Baker Charlie Global dot net. Yes. No Spectrum. For a long time.
05:00
Speaker 2
Is that DON? Tom. Okay. Tom Robinson and your e mail address. Tom? Okay. So it's tmr, T for Tom, L R, the number one at SBC global.net. M. Okay. and uh your internet provider is SBC global. It's spectrum. Okay. and how long have they been using this device? Okay. Okay. Okay. well it shows sir that uh this E 1200 router is just a single band. It's not the dual band router. Okay, um this router is even one of our end of life router sir. So it's it's also out of warranty and let me also inform you that the technical support for this device already ended July 2022. Okay. Now what we can offer is our website, okay. If you want to make changes on the wireless settings. But um you don't really have, you don't have to to separate the bands because this is just a single band. It's not a dual band or router.
05:00
Speaker 1
so I need to go get a, a router that is dual band, so even though, yeah so, even though it's been working for years all of a sudden it's just not working, it might be a glitch in the security, okay. All right, let me go see if I can get a router. Yeah. Okay.
07:00
Speaker 2
So it's a legacy single band 2.4 gigahertz, Wi-Fi 4 router. Yes, for newer models, we have dual band and we also have tri bands. So, maybe the reason why your cameras are not connecting, it could be with the security as well. So you may, try upgrading your router's certain and it should be compatible issue as well. So, yes. This is an older model. All right. Not a problem, sir. Tom.
07:00
Speaker 1
Dave, do you know if uh Walmart has um do you know if Walmart would carry um Lensis? Okay cuz that's right by my house. Okay but Walmart would have it. Okay. Thank you. Okay bye. Okay bye. [silence]
08:00
Speaker 2
Yes, you can always, uh, yeah, uh, get a new one from Amazon. So, for more information, just please visit our site, support. Linksys.com. This is Effie again from Linksys. Thank you for calling. You do. Have a great night. Take care. Uh, yes. Yes, even with the that buy. Mm-hmm. Yes, you can always. Mm. Okay. No worries, sir. Yes, thank you, sir, for your time. Have a great day. [silence]
08:00