V2 Rubric Detail — 1960aee8-7b03-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 19:27
Duration
5m 28s
Contact
501-519-1103
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

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

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency5.00/5
Overall4.4/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall89.8% (+1.8)

V2 Grader Summary

The agent correctly identified the WUSB6100M as end-of-life with no Windows 11 driver, communicated this clearly, and resolved the case with accurate technical information. While troubleshooting was limited to verification (no compatibility suggestions), the path was appropriate for an unsupported device. The interaction lacked explicit empathy, but did not breach professionalism, resulting in a successful resolution with minor CX gaps.

V1 Case Analysis

Customer requested Windows 11 driver for WUSB6100M; agent confirmed no driver exists beyond Windows 10 and device is out of support.

Troubleshooting Steps
  • Confirmed product model (WUSB6100M).
  • Checked internal driver database for Windows 11 support.
  • Verified that the latest available driver is for Windows 10 (last update 2018).
Key Observations
  • Agent provided accurate information regarding driver availability and product support status per the KB.
  • Call was efficient with no unnecessary loops or hold time.
  • Agent missed an opportunity to suggest using the Windows 10 driver in compatibility mode, a common workaround for unsupported devices.
  • Agent did not provide the direct download link for the Windows 10 driver, which is available in the KB and could have been useful for the customer.
  • Communication was factual but lacked proactive guidance or empathy.
Positive Highlights
  • Correctly identified that the WUSB6100M is no longer supported and that no Windows 11 driver exists, aligning with the KB.
  • Efficient handling with minimal hold time and clear, factual communication.
  • Set proper expectations by clearly stating the product's end-of-support status.
Agent Errors / Gaps
  • Did not suggest using the Windows 10 driver in compatibility mode, which is a standard self-help suggestion for end-of-support devices.
  • Did not provide the direct download link for the Windows 10 driver, despite it being available in the KB (https://downloads.linksys.com/downloads/driver/WUSB6100M_Win10v11.1.0.268-275.zip).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed the WUSB6100M has no Windows 11 driver and is out of support, setting accurate expectations — the best available outcome for an EOL product.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent verified driver unavailability via internal system but did not suggest compatibility mode or other best-effort workarounds for OOW device.
R3 Met Correct resolution path conf 97%
Agent correctly identified product as end-of-life and provided appropriate path: no driver available, consistent with KB guidance for legacy USB adapters.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent asked for model and OS, identified missing Windows 11 driver as root cause, and confirmed last update was in 2018 — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal system to check driver availability — appropriate tool use for confirming EOL status and firmware/OS support.
T3 Met No misinformation conf 98%
Agent accurately stated no Windows 11 driver exists and last update was in 2018, matching usb_wifi_adapter.md and universal_eol_firmware.md.
Communication
C1 Met Clear & professional language conf 94%
Agent introduced self, maintained focus on driver inquiry, and guided to closure without losing control despite customer digressions.
C2 Met Confirmed understanding conf 93%
Agent used plain language, avoided jargon, and responded directly — adapted communication to non-technical user effectively.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and provided final resolution based on product status.
O2 Met Proactive follow-through conf 95%
Agent clearly communicated the outcome (no driver available), set expectations, and no further follow-up was needed.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved at L1 with accurate information.
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 91%
Agent was polite but did not explicitly acknowledge customer’s effort or express empathy (e.g., 'I understand this is frustrating').
X2 Partially Met Tone & rapport conf 89%
Agent maintained tone but did not adjust pacing or emotional tone to customer’s evident disappointment about new computer compatibility.
X3 Met Overall experience conf 94%
Agent answered directly without requiring repetition or unnecessary steps — efficient and low-effort for customer.
Call Transcript9 turns · 9 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. [silence]
00:00
Speaker 1
Yes. So, I have a, a little external modem that is a USB M and I, just bought a new computer and I'm, I am not able to find a, uh, drivers for download for Windows 11. is W, W-U-S-B 6100M. Sure. I did. Um, I saw one for Windows 10, but when I click on it, the link is not live. It's just an image. It keeps just popping up too. Okay.
02:00
Speaker 2
Sir, this is Rio. how can I assist you further today? for Windows 11, sir. Can you tell me the model of your device by the way for the lenses? Let me check. Have you tried to check, sir in our web page for this device if there's still [silence]
02:00
Speaker 1
I thought that maybe Windows 11 already has an automatic one that recognizes automatically, but it's not. Sure, thank you. Okay, well, I upgraded my last it was I bought it when it was uh Windows [silence]
03:00
Speaker 2
Got it. Thank you. Let me check. Driver. Let me check. Let me double check sir okay. Cause in my in my end uh, we we don't have actually the firmware for Windows 11 just up until 10 only. At least not.
03:00
Speaker 1
10 and I've updated it to a Windows 11 and Windows 11 and it would, but, um but I just bought a new computer, uh this week. And so for some reason Windows 11 is not when I plug it in is not reading it. Okay. Okay, that's probably why it wasn't even available for download.
04:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Okay, now just to set proper expectations or this uh device that you have is no longer being supported from us. So, we no longer have any firmware updates and of course any drives available for this device sir. So, unfortunately, I cannot provide you any drivers. I tried actually to check here in our system, however, there's no update anymore. Yes, sir. Last uh, update for this is way back 2018.
04:00
Speaker 1
Oh, really? Not long ago, huh? Okay. All right. Well, thanks for your help. You too. Bye-bye.
05:00
Speaker 2
speech, output only:speech, output only:
05:00