V2 Rubric Detail — 193445da-700c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 20:34
Duration
8m 23s
Contact
801-450-4509
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall1.9/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.9% (+28.9)

V2 Grader Summary

The agent correctly identified the router as end-of-life and informed the customer that no further app updates will be released, fully resolving the informational request. However, no troubleshooting was attempted, no next steps were offered, and the agent missed opportunities to empathize with or adapt to the customer's frustration. Despite these gaps, the core issue was resolved with technically accurate information.

V1 Case Analysis

Customer inquired about app updates for model AO3V2. Agent incorrectly stated app login requires router password and falsely claimed device is end-of-life. No KB or escalation provided. Call ended without resolution.

Troubleshooting Steps
  • Collected model number (AO3V2) and serial number (1000000816847).
  • Incorrectly stated app login requires router password.
  • Falsely declared device end-of-life with no further updates.
  • Advised using local web interface for full settings.
Key Observations
  • Agent incorrectly stated at [04:00] that the Linksys app requires the router password for login, contradicting KB guidance (universal_app_transition_notice.md) which states login is via email/password.
  • Agent falsely declared at [06:00] that model AO3V2 is end-of-life and end-of-support, with no further updates. No KB evidence supports this claim for AO3V2.
  • No KB article or support resource was provided, despite the customer's repeated concerns about app performance and updates.
  • Call ended abruptly at [08:00] without confirming customer understanding or agreement on next steps.
  • Agent did not acknowledge customer frustration or offer empathy after repeated concerns about app performance.
Positive Highlights
  • Collected model and serial number early in the call at [03:00] and [04:00].
  • Correctly advised that full router settings are available via local web interface (http://192.168.1.1).
Agent Errors / Gaps
  • Incorrect statement at [04:00] that the Linksys app requires the router password for login — contradicts KB guidance (universal_app_transition_notice.md).
  • False claim at [06:00] that model AO3V2 is end-of-life and end-of-support — no KB evidence supports this claim for AO3V2.
  • Did not provide any KB article or support resource (e.g., universal_app_transition_notice.md) to explain app limitations or transition path.
  • Failed to offer escalation path or contact options despite customer asking to speak to someone about the app itself at [07:00].
  • Did not confirm whether the customer could access local web interface or needed further assistance.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed the device is end-of-life and will not receive app updates, directly resolving the customer's core question about app support status.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps were performed (e.g., checking local access, router password, or web interface); agent immediately pivoted to end-of-life status without diagnostic steps.
R3 Met Correct resolution path conf 95%
Agent correctly identified the EOL status and provided accurate guidance consistent with support policy—no inappropriate troubleshooting or dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked for model/serial number and linked app issues to EOL status, but did not explore specific symptoms or attempt root cause analysis beyond device age.
T2 Met Appropriate tools / resources used conf 90%
Agent used KB-backed knowledge about EOL devices and app limitations; no additional tools (e.g., remote access, logs) were necessary for this informational query.
T3 Met No misinformation conf 95%
All technical statements (local-only app access, router password login, no remote access, no future updates) align with Linksys KB documentation.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained topic focus but failed to set expectations, manage silence, or guide transition—multiple unexplained pauses disrupted flow.
C2 Met Confirmed understanding conf 90%
Agent used clear, non-technical language and addressed the customer respectfully as 'sir'—appropriate for a non-technical caller.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case from start to finish, did not transfer, and provided a complete answer based on device status.
O2 Not Met Proactive follow-through conf 90%
No next steps (e.g., switch to web browser, check firmware) or follow-up actions were offered despite the app limitation.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—customer sought information, not advanced support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but did not acknowledge customer frustration about outdated app reviews or express empathy for the experience.
X2 Partially Met Tone & rapport conf 85%
Agent maintained formal tone but did not adapt to customer’s growing disappointment or disengagement in later messages.
X3 Partially Met Overall experience conf 80%
Agent asked for serial number (minimal added effort), but did not reduce repetition or streamline steps—customer had to re-share intent multiple times.
Call Transcript18 turns · 18 lines
Speaker 1
Yeah, I was calling. I am seeing. some issues with the app.
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 1 now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. 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. [silence] Hello, thank you for calling Lyncis technical support. This is Charm. How can I assist you today?
00:00
Speaker 1
Controls, Linksys, I'm seeing a lot of reviews kind of calling out like the last update was about two years ago. Do you know, is this app still supported? Should we still expect like regular updates and a good performance? Uh, from here, I'm just looking at the app itself. If I'm in the app, what's the best way to see that? I keep getting a restart router pop-up box. That's the reason I'm been trying to troubleshoot here. Let me get that pulled up.
01:00
Speaker 2
May I know the, depending on the models, I may know what's the model number of your router. If you are on the dashboard, you just need to go to the nodes, or click the nodes.
01:00
Speaker 1
All right. You said just click on one of the nodes. Is that right or, okay. I keep getting this restart router thing popping up. Uhm, setting, single man, helping me. It goes, look manually, look it's not, yeah, keeps spinning and popping up. Allow me to pull up the information. Give me one second. Okay.
02:00
Speaker 2
Or how about... Yes, yes sir. All right. [silence]
02:00
Speaker 1
Okay. serial number that we want? or actually the model number is AO3V2. A is in Adam03V is in Victor the number two 28H is in Henry2060A is in Adam816847. Yeah, give me a second. I'm just gonna zoom in out this it's all our print. Very.
03:00
Speaker 2
Yes, can I provide a serial number? Can you provide a serial number, sir? 1000000816847
03:00
Speaker 1
All right. So two eight h is in Henry 206. Zero h is in an atom 816847.
04:00
Speaker 2
Got it one moment here. All right. With regards with this model number that you have, sir, you can still access the Linksys app. However, you can just access it using the router password. You cannot log in using your email and the password. However, the Linksys app has a limited settings only. So, if you want
04:00
Speaker 1
Okay. Are you aware of any reason, like standard functionality of the app is having issues or anything like that? Just the web? Like just being on the network is what you're saying? Okay, so like I'm...
05:00
Speaker 2
to access more settings of your router settings you need to access that on the browser using the IP address of your router. Sir? um but um for that there's no issue with the app however you cannot access it remotely you can't access your router remotely sir. So you can just access it locally. You need to be connected to your router so that you can access the app. Yeah. Yes sir. You cannot access it outside. [silence]
05:00
Speaker 1
Okay. Yeah. Right, yeah. Okay right, so what I'm saying is, I've, you know, for the last however many years been able to access the app and I'm just noticing the app itself is now having a lot of issues. and I'm seeing the last update on Apple App Store. Looks like the latest version is two years old. Do you guys know if you're still supporting that? Is that expected to be updated?
06:00
Speaker 2
with this model number that you have, sir, it is already part of end-of-life and end-of-support device, it means we don't provide technical support and there will be no update as well for this router that you have or this model that you have, sir.
06:00
Speaker 1
Is there someone who can speak to just the app itself? Because everybody has an app, right? The app, it doesn't matter what model year you have. Is there anyone that can speak to like the updating of the app itself or performance of the app? App? [silence] Okay. I mean, if you guys just look at like the last, I just went to reviews and looked at like the most recent reviews and it's just like countless reviews of people just pointing out this hasn't been updated for two years and [silence]
07:00
Speaker 2
Really? [silence]
07:00
Speaker 1
Just expressing different issues inside of the app. Okay. All right. Thank you very much. I appreciate it. Thank you. Bye.
08:00
Speaker 2
yes, and procedure. I understand that one. always, I'll take a note of that one here in my answer. all right? and no. thank you so much also for bringing this one to our attention, sir, and have a good one. [silence]
08:00