V2 Rubric Detail — 1a40daa6-6440-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 20:16
Duration
6m 32s
Contact
John Ferrin II
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00132834
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device reconfigure_WRT1900AC

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall6.5% (-27.4)

V2 Grader Summary

The agent dismissed the customer's request to use an older router as an access point by citing its out-of-warranty status and age, without performing any troubleshooting or offering best-effort support. This resulted in no resolution, poor communication, and a failure to uphold OOW support standards.

V1 Case Analysis

Customer wanted to use old Linksys router as access point after modem replacement. Agent stated device is incompatible due to age and out-of-warranty status, without verifying model or offering troubleshooting. No steps performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent claimed the router 'can no longer be connected back' due to being first-gen and lacking firmware updates [05:00], which is factually incorrect for most legacy Linksys routers capable of AP mode.
  • No model number was collected or verified, preventing accurate assessment of capabilities or firmware support.
  • Agent provided no troubleshooting steps despite the issue being a common AP setup scenario.
  • Agent failed to offer any self-help resources, KB articles, or paid-support path after declining free support.
  • Agent incorrectly conflated warranty status with technical incompatibility, misleading the customer about the device's functionality.
Positive Highlights
  • Agent correctly identified the serial number and determined the device was out of warranty based on system records [04:00].
  • Agent maintained a polite and professional tone throughout the call.
  • Agent created a case record with customer name and email, demonstrating basic case management hygiene.
Agent Errors / Gaps
  • Failed to collect or confirm the router model number, a critical protocol miss for troubleshooting.
  • Provided factually inaccurate technical advice: legacy Linksys routers can typically function as access points regardless of firmware update availability.
  • Misrepresented warranty status as a technical incompatibility, claiming the device 'won't be compatible anymore' due to age and lack of support [05:00].
  • Performed zero troubleshooting steps despite the issue being within the scope of basic self-help.
  • Did not offer any self-help resources (KB article, setup guide, email follow-up) after declining free support.
  • Closed the call without validating the customer's actual setup or attempting to isolate the issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent stated the device 'can no longer be connected back' due to age and lack of firmware updates without attempting any resolution path or confirming the issue.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps (e.g., power cycle, check WAN connection, verify LED status) were performed; agent immediately declared incompatibility without diagnostic effort.
R3 Not Met Correct resolution path conf 95%
Agent dismissed support for the out-of-warranty device entirely, violating the OOW best-effort standard requiring troubleshooting for setup, connectivity, or firmware issues.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms (e.g., LED color, WAN status), skipped diagnostic questions, and failed to determine root cause beyond 'old firmware'.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote access, local UI check, speed test) were used to verify connectivity or configuration despite the clear need to isolate modem vs. router issue.
T3 Partially Met No misinformation conf 91%
Agent correctly identified the router as first-gen with no firmware updates, but inaccurately claimed no technical assistance could be provided for OOW devices, contradicting policy.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lacked structure, used excessive fillers ('uh', 'okay'), and failed to set clear expectations or guide the interaction effectively.
C2 Not Met Confirmed understanding conf 94%
Agent used a robotic tone, did not adapt to customer’s confusion about using the router as an access point, and provided no comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abdicated responsibility by declaring the device unsupported rather than owning the case and attempting best-effort troubleshooting.
O2 Not Met Proactive follow-through conf 95%
No specific next steps or follow-up were provided; only a vague suggestion to buy a new router was offered.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the nature of the issue.
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 92%
Agent offered a brief apology and thanked the customer, showing minimal empathy but no deeper acknowledgment of frustration or effort.
X2 Not Met Tone & rapport conf 93%
Agent maintained a monotone, scripted delivery and failed to adapt to the customer’s tone or check engagement during a complex request.
X3 Not Met Overall experience conf 95%
Customer had to repeat information; agent offered no troubleshooting to reduce effort and instead suggested purchasing new hardware.
Call Transcript13 turns · 13 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 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 1. Please select from the following options. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. Thank you for calling Linksys technical support. This is Rio. How can I assist you?
00:00
Speaker 1
Hi, I'm having trouble hooking my internet up to my router. I had to, I had to get a new modem. Yeah. Yeah. One second. [silence] All right, it's 13 J 206 zero.
01:00
Speaker 2
Oh, I do apologize about your experience, sir. Mainly, sir, by the way, like, did you uh, did you experience network outages, power outages so far? Or just the router disconnects to your internet? Mhm. Okay. New modem. All right. So you want it to reconfigure everything so that it will be connected to your internet, correct? Correct. Can you confirm to me what's the serial number for your linksys device, please?
01:00
Speaker 1
C,503398 Yeah. Yeah, first name is John, J O H N, last name as Farron, F E R R O N. And I'm the third. Uh, yeah, hang on. It's M M M K A Y J O H N E R R O N at Gmail.com.
02:00
Speaker 2
Thank you. Let's take a look. Is this the first time you called in since? All right. Let me create first a record for you before we proceed. If I know your first name and last name? Okay. That's great. How about email address? Thank you. Lastly, sir, may I know who's your internet service provider?
02:00
Speaker 1
Spectrum. Okay. Uh, we've had this router for a long time. I don't exactly know how long, but, so I got, I got a new router anyways that I'm using, but I wanted to use this one to uh, basically be um, uh, oh, gee, yeah, I can't remember. Can't remember the term right now, but I wanted to hook them both up in the house, so I have like an extender, basically. I wanted to be an access point for another section of the house.
03:00
Speaker 2
okay can you give me just three minutes let me just fill in everything for you in the system you have um Okay. Hey, may I ask how long have you had this router with you? Or you've been using this router? Okay. All right, gotcha. Did you like not try
03:00
Speaker 1
Well, so I do have I just bought a different router. Yeah, yeah. Yeah, because it was all hooked up. I had everything set up and it was running perfectly fine. Like I said, we just needed a new modem and then I was like, well, this would be the time, you know, to buy a new router and then hook this one up in a different room. But for some reason, it won't connect to the Internet now, so.
04:00
Speaker 2
Hello You're gonna want . Sir Can you just want to use this again you have a newer one . Okay Okay uh sir I was able to create a record for you in the system however based on our records here the warranty of your product has already been exported and just to set proper expectations that we no longer provide free technical assistance for out of warranty devices and I found out also sir by checking the router that you have um unfortunately sir this router is part of our first generation
04:00
Speaker 1
Mm-hm. Okay. Okay. Charlie. So it's probably just like we updated the modem. So that's why this one wouldn't work on it anyway. All right. That makes sense. Well, it's a good thing I bought a different router then, huh? Yeah, no, we still have internet in the house.
05:00
Speaker 2
aside that we no longer manufacture this device we no longer also provide uh technical assistance the reason for that sir is is because even if we run some troubleshooting um even if we could not connect try to connect back your router to your modem unfortunately it won't uh be compatible anymore because the system you have is already an old one hmm yes correct sir all right so correct so that you'll have an internet in your Wi-Fi uh in your home right now um so yes sir um again this device can no longer be uh connected back because firmwares are not updated anymore and you do have already a Wi-Fi
05:00
Speaker 1
Yep. Yeah, I think I'm gonna have to go down that road. All right. Well, no, I think that's perfectly fine. Uh I got my answer, so I appreciate it. Thanks, you too. All right bye.
06:00
Speaker 2
a seven uh modem so if by chance you still want to have a different access point you can try to purchase a a different router huh okay anything else I can assist you with aside from this huh okay uh thank you so much for uh you have a nice day ahead okay bye bye for now alright bye bye
06:00