V2 Rubric Detail — 23996c02-73c3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 14:02
Duration
10m 2s
Contact
Whitney Robison
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00135140
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
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Ticket subject: WRT1200AC Slow Internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp1.07/5
Overall37.4% (-18.6)

V2 Grader Summary

The agent identified the router as out‑of‑support and suggested purchasing a new Wi‑Fi 6 model, but no troubleshooting was performed and no concrete next steps or follow‑up were offered. Consequently the customer's slow‑internet problem remained unresolved.

V1 Case Analysis

Customer reports slow internet on WRT1200AC router; router is out of support; advised to replace with newer model.

Troubleshooting Steps
  • Collected model and serial number
  • Asked if router had been reset
  • Informed customer that the router is out of support
Key Observations
  • Agent skipped essential basic troubleshooting (modem test, power cycle, WAN status check) despite customer confirming modem works via Spectrum.
  • Agent correctly identified the WRT1200AC is out of support and no longer receiving updates, which aligns with KB guidance.
  • Call lacked empathy and clear next-step confirmation; ended with an unprofessional phrase ('theloved one').
  • No verification of firmware version, WiFi settings, or channel configuration was attempted.
Positive Highlights
  • Accurately captured the router model (WRT1200AC) and serial number (16R-10605506044) at [02:00].
  • Provided a ticket number (135140) for reference at [05:00].
  • Correctly communicated that the WRT1200AC is no longer supported and support ended Dec 4, 2023 — factually accurate per KB expectations.
  • Identified that the customer is using a PS5 and correctly noted it benefits from 5 GHz — aligns with adjacent_common_wifi_questions.md.
Agent Errors / Gaps
  • Did not perform standard troubleshooting steps (modem direct test, power-cycle, WAN status verification) — violates universal_isp_speed_tiers.md and universal_speed_below_plan.md.
  • Failed to verify whether the ISP connection was healthy before declaring the router at fault — contradicts Step 1 in universal_isp_modem_diagnostics.md.
  • Did not ask about or confirm Wi-Fi settings, channel, or firmware version — missed opportunity per adjacent_common_wifi_questions.md.
  • Ended the call with a non-professional utterance ('theloved one') — poor communication and unprofessional tone.
  • Did not confirm if the router was receiving a valid IP or check connection speed via local web interface — missing Step 3 in universal_isp_speed_tiers.md.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never restored internet performance; only suggested buying a new router.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked only about reset and purchase source, but did not run any troubleshooting steps (speed test, power‑cycle, WAN check, etc.).
R3 Partially Met Correct resolution path conf 80%
Agent correctly identified the router is out‑of‑support and recommended replacement, but did not attempt any best‑effort troubleshooting for the OOW device.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
No systematic diagnostic questions were asked; the agent jumped to “router is outdated” without confirming root cause.
T2 Not Met Appropriate tools / resources used conf 85%
No tools (remote session, speed‑test guidance, firmware check) were used even though they were appropriate for the issue.
T3 Met No misinformation conf 90%
Agent accurately stated the WRT1200 AC is no longer receiving updates and that a newer Wi‑Fi 6 router would be needed.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent collected basic info and asked a few questions, but did not guide the caller through a troubleshooting flow or set clear expectations.
C2 Met Confirmed understanding conf 85%
Agent used plain language, repeated back the serial number, and avoided heavy jargon; communication was understandable.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent handled the call without unnecessary transfers and took responsibility for providing a recommendation.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps, timelines, or follow‑up commitments were given beyond a vague suggestion to buy a new router.
O3 Not Applicable Closure confirmation conf 100%
First contact – no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent offered a brief apology but otherwise gave a transactional response without strong empathy for the customer's frustration.
X2 Not Met Tone & rapport conf 85%
Agent maintained a scripted, detached tone and did not adjust to the customer's evident frustration.
X3 Not Met Overall experience conf 85%
Customer had to repeat name, email, and serial number; the agent did not streamline the process or reduce steps.
Call Transcript18 turns · 19 lines
Speaker 1
Hi, yes, so I have Wi-Fi through spectrum and I have a modem, but then I bought a separate router through- from you guys, and now my internet's running slow, I
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 one now. For out of warranty products, paid support may... 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. Hi, thank you for calling Linksys Technical Support. My name is Ellie. How can I help you today? [silence]
00:00
Speaker 1
I called Spectrum. I got the modem and everything tested and that's all working. So, it has to do with the router. Ever since I got it. So, a couple weeks ago. Yeah, I was, like, trying to figure it out. It lags like it kicks me out of like my online gaming. And sometimes it says like, I've, like, I've done all the resets. I've plugged them in together. I've synced them. Everything's kind of like running slow. So it's like, even the phone is lagging a little bit.
01:00
Speaker 2
Okay. How long have you been experiencing this one, ma'am? This low internet connection. Is this only happening on a specific location or everything or every corner of the house while you're connected to the Linksys router? Okay. And how many of
01:00
Speaker 1
Sorry, what? What was that? Um, one. Yeah, the model number is um, WRT 1200 AC. The serial number is 16R-10605506044. That would be correct.
02:00
Speaker 2
how many linges links link router do you have how many links link link link does router do you have? like, okay, you only have one router, can you give me the model number and serial number of this router please? Let me just read it back if I got it correctly. That's one six R for Romeo, one zero six zero five five zero six zero four four. Okay, thank you so much. And I presume this is your first time calling link.
02:00
Speaker 1
Were you saying your name and email address when the signal cut out? Yeah. Yeah, Whitney, W-H-I-T-T-N-E-Y, last name Robison, R-O-B-I-S-O-N at gmail.com.
03:00
Speaker 2
You just recently purchased this router right? I have your first name right here. Can I have your last name please? And your last name please? Just give me a moment. By the way, Ms. Whitney can I also please have your active email address? Okay, thank you so much. Because what I'm actually doing right now is I'm actually creating a record holding this on conversation so that whenever you need to call us back the next representative can easily pull up your record okay um just give me one moment mmm huh and uh you mentioned that you have already uh reset the router like for how many seconds did you press and hold the uh reset button miss Whitney
03:00
Speaker 1
Well, I did it one by hand. I like unplugged it, but I also just reset it from the app.
05:00
Speaker 2
Oh, okay. From the app. Okay. Okay. Miss Whitney, the reference of this conversation, the ticket number is 1 3 5 1 4 0. Okay. And um. Um, by the way, Miss Whitney, where did you purchase this router? Did you purchase this from Amazon?
05:00
Speaker 1
No, I got it from a friend. So basically it's an outdated router. And so that's why the internet's not working.
06:00
Speaker 2
I'm sorry. okay. You got it from a friend. Yes, I did actually check it here, Ms. Whitney. So the, uh router that you have, um, it's actually one of our router that is no longer receiving any updates. Um, and the support of this router also, uh Ms. Whitney, just to set up proper expectation also ended last December 4th of 2023. Now, we cannot longer provide support for this router, but you can visit the official website of Linksys because there is an AI Agent there that you could ask any question and it can also provide some troubleshooting instructions that you could just follow. And that website is, uh correct.
06:00
Speaker 1
He replies they do very well selling phones, TVs and online gaming, like a PS5.
07:00
Speaker 2
Yeah, cause this router is no longer receiving any updates as well. um, your modem may actually like, you know, kinda up dated and the since the router is now, so of course, it really cannot perform it. really cannot cope up with your modem. So, what I can really advise is maybe you can like, you know, uh get a new router, which is actually um, what are the devices that are that is using this router or are being connected? um, when you say like online gaming, like, are you using some uh third party devices to play? Like Yeah, okay, a PS5. So yes. Uh you might really need to get a new router. So the router that you may actually need to consider or maybe maybe uh the one.
07:00
Speaker 1
Any discounts you can give me on one? No discounts.
08:00
Speaker 2
Wi-fi 6 routers. Because since PS5 can connect to the, let me just double check it. So, uh, yeah, so since a PlayStation 5 can actually connect to the 5 GHz bandwidth, which is actually the much more recommended, um, Wi-Fi band, and, uh, the router that you have is actually totally, like, you know, really outdated. So, yeah, you might really need to get a new one, Miss Whitney. Well, I can recommend you some routers, but regarding with this one, I'm sorry?
08:00
Speaker 1
I just, yeah, they're just, they're expensive and the only reason I went with this router is because my friend sold it to me for really cheap, which now makes sense. She said everything works fine with it because Spectrum charges $10 a month for their their router. Yes. Okay. Okay, well thank you for your help. [silence]
09:00
Speaker 2
theloved one, okay?
09:00