V2 Rubric Detail — 17a6aec4-7ef8-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 20:19
Duration
13m 18s
Contact
628-316-4402
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00136961
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration of the router

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol5.00/5
Efficiency3.00/5
Overall3.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall30.7% (-45.3)

V2 Grader Summary

The agent correctly identified the router as end-of-life and out of warranty but provided no troubleshooting, ownership, or effort reduction. Technical facts were accurate, but the customer's issue remained unresolved due to lack of diagnostic steps and best-effort OOW support.

V1 Case Analysis

Customer unable to access Linksys app on WRT3200 ACM (end-of-life, out of warranty). Agent confirmed cloud services and app remote access are discontinued. Advised local web UI access via http://192.168.1.1 or http://myrouter.local and directed to support.linksys.com for self-help. Discussed newer MX/MBE models as upgrade options.

Troubleshooting Steps
  • Confirmed device model and serial number
  • Informed customer of end-of-life and discontinued support status
  • Explained discontinuation of Linksys Smart Wi-Fi cloud services and app remote access
  • Advised local web access via http://192.168.1.1 or http://myrouter.local
  • Directed customer to support.linksys.com for self-help
Key Observations
  • Agent accurately identified the WRT3200 ACM as end-of-life and out of warranty, with support discontinued as of January 2023 — fully aligned with KB guidance on legacy device support.
  • Agent correctly explained that Linksys Smart Wi-Fi cloud services and app remote access are discontinued for this model, per universal_firmware_update.md and universal_support_contacts.md.
  • Agent provided the correct local access URLs: http://192.168.1.1 and http://myrouter.local, matching the KB for legacy router management.
  • Agent appropriately directed the customer to support.linksys.com for self-help resources, the correct path for out-of-warranty devices.
  • No technical inaccuracies were found in the agent's guidance. All statements about device status, cloud service discontinuation, and local access were factually correct.
  • Agent did not suggest any troubleshooting steps beyond local access guidance, which is acceptable given the device's end-of-life status and lack of support eligibility.
  • The call included a discussion of newer MX and MBE models, which is a valid business practice but not a technical resolution.
Positive Highlights
  • At [04:00], agent correctly identified the model as WRT3200 ACM and accurately informed the customer it is end-of-life and out of warranty, with support discontinued as of January 2023 — fully aligned with Linksys policy for legacy devices.
  • At [05:00], agent correctly explained that the Linksys Smart Wi-Fi cloud service and remote access features are no longer available for this model, per KB documentation.
  • At [05:00] and [07:00], agent correctly advised local access via http://192.168.1.1 or http://myrouter.local, the proper fallback method for managing the router without cloud services.
  • At [06:00] and [12:00], agent consistently directed the customer to support.linksys.com, the correct self-help resource for legacy device support.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the issue or provided a working fix; only directed to website and suggested buying a new model.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (no reset, no login guidance, no connectivity checks) despite customer being stuck in setup loop.
R3 Partially Met Correct resolution path conf 94%
Agent correctly identified device as out-of-warranty and end-of-life but failed to offer best-effort troubleshooting (e.g., local UI access, firmware check) as expected for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent confirmed model and EOL status but did not ask targeted questions about app behavior, error messages, or prior configuration attempts.
T2 Not Met Appropriate tools / resources used conf 96%
No tools used (remote session, router UI walkthrough, diagnostic logs) despite issue requiring hands-on guidance for local access troubleshooting.
T3 Met No misinformation conf 99%
All technical claims accurate: WRT3200ACM is EOL, local access via IP is alternative to discontinued cloud/app, support.linksys.com is correct resource.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent set basic expectation about EOL status but lost control — long silences, repeated customer confusion, no active steering through problem.
C2 Partially Met Confirmed understanding conf 88%
Agent used understandable language but failed to confirm comprehension when customer said 'I don't understand' and repeated questions without adapting.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent handed customer off to website and suggested buying new device without attempting to resolve current issue — no ownership demonstrated.
O2 Partially Met Proactive follow-through conf 91%
Agent suggested visiting support site and considering new models but gave no timeline, follow-up, or specific action plan for current device.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was EOL device with known limitations, not a complex unresolved case.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent offered polite apologies but did not acknowledge customer's frustration or repeated effort; empathy was minimal and scripted.
X2 Not Met Tone & rapport conf 90%
Agent maintained static, repetitive tone and did not adjust pace or style despite customer confusion and repeated 'I don't understand'.
X3 Not Met Overall experience conf 94%
Customer was left to search website and consider new purchase; no steps taken to reduce effort (e.g., direct KB link, guided fix).
Call Transcript25 turns · 26 lines
Speaker 2
Welcome to Linksys 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.linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at lynxys.com or our chat support to serve a live chat. We apologize for the delay, and will be with you as soon as possible.
00:00
Speaker 1
Okay. Hey, I'm calling about some issues I'm having with my Linksys router. Okay. Okay, so the okay first I see the serial number. Which is one, 981260C as in Charlie, A as in Alpha, 00728. [silence] Okay. Okay, first I see the serial number which is 1, 981260C as in Charlie, A as in Alpha, 00728. [silence]
01:00
Speaker 2
thank you for calling Linksys. this is at P. How can I help you? okay, so you're having issues with your Linksys router. Sorry, can I have the model number and the serial number please? just try to look underneath it.
01:00
Speaker 1
Yes. Mhm. Yes. So, I do have Internet calling connection, but I've not used it in a very long time, so I reset it, trying to configure it. I downloaded the Linksys app on my iPhone 14 Pro and anytime
02:00
Speaker 2
Okay, let me repeat that, for if I get it right. It's 198126 8126 0C for Charlie, A for alpha 00728. Yes, okay. So you have a WRT3200 ACM. All right. Yeah, what seems to be the problem with this router, sir? Don't you, um, you don't have internet connection?
02:00
Speaker 1
Ah, I click on it, it wouldn't open. I tried to gain access to the smart home Wi-Fi and see if it needs the firmware or something needs to be updated, because it's been almost four years or yeah four years, three years, so since I used it. But I'm not able to do anything. I was able to create an account online, but even that it took me almost two hours to get that done. But I have internet connection. My name is dead first name Dennis, D-E-N-N-I-S. Last name D E J-O-R D-A-N. My email is djorns at icloud.com, d-e-j-o-r-d-a-n-s at icloud.com. Correct. I used DI or DI on purpose. [silence] Mm-mm. [silence]
03:00
Speaker 2
Okay, and what about your email address, sir? beadjordan@iCloud.com, right? Okay. And who is your internet provider? AT&T. Okay. All right. So I understand. Okay, so I understand right now you're trying to reconfigure this device, sir. But just to set your expectation, upon checking here in our system, your device WRT3200 ACM is already out of warranty. Okay. It's even one of our end of life routers.
04:00
Speaker 1
OK. OK. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. [silence]
05:00
Speaker 2
and uh one of our uh end of life uh end of support end of life device right. So when we say end of life um we no longer uh you know uh uh de linx is no longer manufacturer of this particular device um uh it's already it's also uh end of support um there will be no um software updates or fixes uh because even the technical support for this device uh are already ended. So it's it ended last January 2023. Okay, so what we can actually offer um you know Sir Dennis is our website which is support.linksys.com so you will find our articles um on how to reconfigure this router. Okay, uh you can do it manually without the use of the Linksys app because uh Linksys app also um the uh the uh Linksys uh smart wifi website uh has been discontinued so there will be no remote access. Feature
05:00
Speaker 1
good questions quick question um so the support website is support linkfuse.com so so now that this device is no more um manufactured and what now so people who have it if they experiencing issues what is the remedy here like what if it just stops working or [ silence ]
06:00
Speaker 2
Hmm. They've already uh, that's that's not available. And um, yeah, you can you can uh, configure this manually uh, by accessing the user interface. Um, it's uh, local access. Okay using the IP address. Um, again, the website is support.linksys.com. You can also take advantage of our AI tool at the bottom right. If you want, Sir Dennis, we can also um, yes, go ahead. Yeah. .com. Yes. Yes, sir. [silence]
06:00
Speaker 1
What exactly is going on with the device itself and why was it discontinued? [silence] So, does Linksys have any app or website [silence] that actually works currently. [silence] [silence] [silence] Locally asking what? [silence] [silence] If you say locally, I don't understand. [silence] Yeah, I'm at I'm at home currently. [silence] [silence] So, you have to be at home, under the Wi-Fi
07:00
Speaker 2
yeah if if [silence] well the linksys app are still gonna work but uh you can only access it locally okay using the router uh [silence] when when we say locally you can access it at home but not outside yeah yeah but uh cuz actually that linksys app was designed for the remote access so if you if you're planning to like access the router remotely you can no longer do that it's no longer available and yeah with this [silence]
07:00
Speaker 1
to be able to do anything? So what's the current app? So what's the current application or app for the link system? Is there any app? Which app? The link smart the link smart Wi-Fi. Okay, so it's link app, which looks like, uh, it has like double L or L opposite with a dot on top. That says link.
08:00
Speaker 2
Well there are cases that you know customers wanted to access the router if they're outside um if they're traveling so that's why they have this um they have this feature but again they've already get rid of the cloud service. Oh There's no um there's no latest app to her that's uh the only app that we're using. The Lynksys app Wi-Fi Yeah the Lynksys app. Yes It's It's just the Lynksys app. Oh Yes um
08:00
Speaker 1
When I click it, it says when I click it it says getting router settings and it just kicks back. Why don't it even open at all? Is it because I'm on the lynaskes Wi-Fi? So Okay, so what's the current so so what is you you guys your latest link? [silence]
09:00
Speaker 2
That's the one. yes sir yeah um actually again um as I've mentioned earlier um the this uh device the the this particular device RTL 3,200 ACM no longer have updates. So if there are any issues with the Lenskus after if uh if it's not connecting to the Lenskus app, yeah, that could be the reason because there they it's no longer updated or something. Yes, it's already discontinued. It is discontinued product.[silence]
09:00
Speaker 1
that actually works. Hold on. Hold on. Let me write those models down so I can look them up an. You said, okay. You said the models are Mary Xavier. Yes. Yes. So, quick, quick.
10:00
Speaker 2
we have mesh routers, okay that's the, that's the latest model that we have um you can go for MX, M like Mary, X for x-ray, MX 2000 or okay, sure. uh we have the MX 2000, okay? Mary X for x-ray, M for Mary, X for x-ray. okay, so that's one of the model, um we also have the MX 5300, we have the uh
10:00
Speaker 1
The first MX. What number comes with it? MX what? The latest model.
11:00
Speaker 2
Well, those are. Yeah, that's one of our latest models. the MX series yes MX 4200. There are a lot of MX actually, so you can choose. Well, the the latest the the latest um that we have the very the very latest um model is the MB um uh yeah MBE 7,000. Thats M like Mary, B as in boy, E for Edward, 7,000. But I'm not sure if they they have a stock for that is um yeah um most of the time it's out of stock in Amazon or Bestbuy. So that's why we
11:00
Speaker 1
So MX series, which one is more advanced with the MX series? 8,500. Okay, thank you very much. Feet of the site, which of the sites? Which site? Because I tried site, it just keeps kicking me back out. So what's the right site for me to go to? support support.Linksys?
12:00
Speaker 2
we are recommending the MX series that would be the MX 8500 yes sir okay you're very welcomes err so well again for more information just please visit our site support.Linksys.com okay I'm sorry yes again it's support S U P P O R T dot Linksys.com that's our support site support Linksys.com our support site support Linksys.com I'm sorry so you can get more information and one thing you probably get some help if you encounter some kind of complication or if you just have questions you can always find your answer out through the internet or hopefully with the sheet that it comes with the filter your purchase that should be warmed by some instruction or some reading or something but you can always call customer service about that [silence] yes if you're purchasing from Amazon you can always especially with very big products like this the washing machine wash you you can almost always find them on Amazon if you'd like Yes you can or you can have a link I have you have to have it in that okay should have a link from the website for you to have access purchasing if you'd like to thank you so much okay you too [silence] thank you very much for your help today okay you're very welcome sir okay sir okay bye.
12:00
Speaker 1
coming up okay then let's save that okay thank you very much you too bye
13:00
Speaker 2
Yes, that is correct. Okay, thank you again for your time sir. This is Epi from Linxsys. Thank you for calling. Have a great night. Thank you. Bye-bye. [silence]
13:00