V2 Rubric Detail — 20b7e800-794b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 14:58
Duration
12m 11s
Contact
Lanceford Barnes
Issue Type
Firmware Update
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135975
Support Country
United States
Product Family
END OF SUPPORT
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.62/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall44.5% (-7.5)

V2 Grader Summary

The agent accurately identified the WRE6102 as end-of-support and correctly stated that firmware is unavailable, as the model is not listed in the universal_eol_firmware.md download tables. However, the interaction resulted in an unresolved outcome because the agent failed to provide any alternative solutions, replacement recommendations, or meaningful next steps.

V1 Case Analysis

Customer requested firmware for WRE6102 range extender. Agent confirmed device is end-of-support with no firmware available. No replacement recommendation or KB link provided. Call ended without resolution.

Troubleshooting Steps
  • Identified product model (WRE6102) at [02:00]
  • Confirmed device is end-of-support and firmware unavailable at [03:00]
  • Collected customer name and email at [04:00]-[05:00]
  • Collected serial number at [07:00]-[08:00]
Key Observations
  • Agent correctly identified WRE6102 as end-of-support and accurately stated no firmware is available (per universal_eol_firmware.md).
  • Agent misidentified the product as a 'Wireless N wireless media connector' instead of a range extender at [03:00], which is factually incorrect.
  • No replacement recommendation was provided despite the device being EOL — per universal_eol_firmware.md, agents should suggest current replacements (e.g., Velop MX2001 or WUSB6300 v3).
  • No KB article or support link was shared, even though universal_eol_firmware.md contains direct answers to this query.
  • Collected customer email and name without explaining purpose or necessity, creating privacy concern.
  • Failed to acknowledge customer's use case (connecting wired devices via extender's ports) or offer alternative solutions.
Positive Highlights
  • Correctly confirmed WRE6102 is end-of-support and no firmware is available (accurate per KB).
  • Successfully collected and verified serial number (082286292) at [07:00]-[08:00].
  • Attempted to gather contact information for follow-up, though poorly executed.
Agent Errors / Gaps
  • Misidentified product type as 'Wireless N wireless media connector' instead of range extender at [03:00].
  • Did not provide any replacement recommendation despite EOL status (per universal_eol_firmware.md 'Recommended Replacements' section).
  • Failed to share relevant KB article (e.g., universal_eol_firmware.md) or support.linksys.com link.
  • Collected unnecessary personal data (name, email) without justification or consent explanation.
  • Provided no alternative path or self-help option after confirming firmware unavailability.
  • Lacked empathy, clear structure, and final recap — call ended abruptly without confirmation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent confirmed firmware is unavailable for EOL device but provided no resolution path, replacement suggestion, or workaround; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps attempted beyond checking EOL status; no guidance on firmware alternatives, manual installation, or use of device without updated firmware.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified product as end-of-support but failed to offer best-effort guidance (e.g., recommended replacements, use of current firmware, or driver options) per OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified the symptom (need for firmware) and root cause (EOL status), but asked minimal diagnostic questions beyond name/email/ISP/serial.
T2 Met Appropriate tools / resources used conf 97%
Agent used internal system to verify support status, which was appropriate and necessary for an EOL inquiry.
T3 Met No misinformation conf 99%
Statement that WRE6102 is end-of-support and firmware unavailable aligns with KB: no firmware or driver downloads listed for WRE6102 in universal_eol_firmware.md.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic call flow but did not set expectations, explain process, or manage transition to closure; ended abruptly after collecting info.
C2 Partially Met Confirmed understanding conf 86%
Agent used plain language but struggled with name/email spelling, causing repetition; did not adapt pacing or confirm understanding during data collection.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction end-to-end, did not transfer, and attempted to provide a user guide despite EOL status.
O2 Not Met Proactive follow-through conf 93%
Agent promised to send a user guide but gave no confirmation, timeline, or follow-up plan; customer left without assurance it would arrive.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — EOL product with no hardware fault or complex issue requiring higher-tier support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent remained polite but gave no empathetic acknowledgment of customer’s effort or disappointment; response was transactional, not supportive.
X2 Partially Met Tone & rapport conf 87%
Agent continued asking for details despite customer’s spelling difficulties; did not slow down or offer alternative input method, but maintained engagement.
X3 Not Met Overall experience conf 94%
Collected full name, email, ISP, and serial number despite no path to resolution; these details served no functional purpose given EOL status.
Call Transcript11 turns · 17 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
spending time with family and making memories. Yes, I have a product here that I've had some time, you know, it still works, but um I'm looking for the firmware for it so I can install it on my computer so I can um use it to hook up my um internet to it. It's uh I think it's a range extender. It's a linksyz WRE6102. [silence] U-M-C 71 EN. W-U-M-C 710. Yeah. Yeah. I just need the firmware for it. I can install it on my computer. I'm and get it.
01:00
Speaker 2
Uh, come again. W. 710. Okay. Okay. So this is the Wireless N wireless media connector. Well, as per checking here on our system, sir, it shows that this device is already end of support which means that it is no longer available of any technical support, most especially we no longer provide our release firmware for this one. It is no It is no longer available on our [silence]
03:00
Speaker 1
I'm... No? Oh. Okay, so this is no good anymore. No, no, I purchased it before. but then I used to use it. I just changed the computer, so I need to hook it on my computer so I can hook some stuff that I have to it. so I can instead I use a wireless, you know. So I just it has four ports, so I can just hook my axes to it. Yeah. Okay, fair enough. Um, it's Lanceford Barnes. And my email is lancel A, the first name is
04:00
Speaker 2
Yes, it's no longer available. But is this, is this a new device or you just purchased this before? Okay. Okay, but okay, if that's the case, sir, I can send you a user guide at least. Okay, can you provide me your full name and email? Lanz Ford. What's your last name again?
04:00
Speaker 1
Lance, L-A-N-C-E-F-O-R-D.B-A-R-N-E-S at yahoo.com. No, B-A-R-N-E-S. Alpha, Apple, Delta, Charlie. San, echo. Wants it. Bob. R-N-E-S. So B-A-R-N-E-S. No, yahoo.com. So it's Lance Ford, L-A-N-C-E-F-O-R-D.B-A-R-N-E-S at yahoo.com. So it's Larry, Alpha, Nancy, Charlie.
05:00
Speaker 2
Okay. Your last name is B-E-R-N-E-S. B-A for Alpha. Okay, so B-E-R-N-E-S. Okay, and your email is your first name and then your last name at gmail.com. Yahoo.com. Okay. And Okay. And is your Internet service provider? Who is your Internet service provider, sir? Rogers. Okay. Do you have the serial number of the Linux device? Can you give it to me, please? zeroate sorry go ahead. okay so the numbers are one two p for paul. one zero p for paul zero eight two two eight two nine two eight nine two. [silence] for Paul So that's 082286292. Okay, thank you so much.
05:00
Speaker 1
[silence] Yeah, okay. Yeah. All right. OK, let me check and see if it. came. and they might be.
09:00
Speaker 2
[silence]
11:00
Speaker 1
okay okay bye bye
12:00
Speaker 2
You're welcome, sir. Thank you for your time. Have a good day. Take care always. Bye now. Bye-bye.
12:00