V2 Rubric Detail — 2d8518f0-7c66-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 13:49
Duration
8m 13s
Contact
Gary Anderson
Issue Type
Guest Network
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#EOS00136678
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Access Guest Network.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp3.57/5
Overall12.1% (-45.9)

V2 Grader Summary

The agent failed to provide any actionable steps to secure the guest network, incorrectly declared no support available due to EOL status, and did not leverage the router’s web interface for configuration. Despite empathetic tone, no troubleshooting, tool use, or ownership was demonstrated, resulting in an unresolved case. The core failure was omission of best-effort OOW support for a solvable configuration issue.

V1 Case Analysis

Customer reported unsecured guest networks. Agent confirmed device is end-of-life, no live support available. Advised customer to access router web UI (192.168.1.1 or myrouter.local) or visit support.linksys.com for self-help. No specific steps provided for securing guest networks.

Troubleshooting Steps
  • Collected customer contact information and serial number
  • Informed customer device is end-of-life and no live support available
  • Directed customer to access router web UI or support.linksys.com for self-help
Key Observations
  • Agent correctly identified device as end-of-life based on serial number and support policy.
  • Agent provided correct access URLs (192.168.1.1, myrouter.local) and support site (support.linksys.com).
  • No specific steps were given for securing guest networks despite clear KB guidance available.
  • Agent did not confirm router model before declaring end-of-life status, though serial number supports the claim.
  • Call was concise and avoided unnecessary loops.
Positive Highlights
  • Collected complete customer contact information (name, phone, email) and serial number at [02:00–03:00].
  • Correctly identified device as end-of-life and explained support limitations clearly at [06:00–07:00].
  • Provided accurate support website URL (support.linksys.com) and correct local access URLs (192.168.1.1, myrouter.local).
  • Maintained polite and empathetic tone throughout, acknowledging customer concern at [06:00].
  • Avoided giving incorrect technical advice or unsafe instructions.
Agent Errors / Gaps
  • Failed to confirm router model before stating end-of-life status, though serial number supports the conclusion.
  • Did not provide specific configuration steps for securing guest networks, despite KB articles (e.g., universal_guest_network.md) detailing how to enable password protection and guest isolation.
  • Did not offer paid support as a next step for out-of-warranty device, which is a valid support path per business guidance.
  • Did not verify whether customer could access the web interface before directing to self-help.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the guest network security issue; only suggested self-help or product replacement without confirming any action taken.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were provided (e.g., login instructions, navigation to guest settings); agent skipped to EOL declaration without investigation.
R3 Not Met Correct resolution path conf 97%
Agent identified product as end of life but failed to provide best-effort out-of-warranty troubleshooting (e.g., guiding to web UI), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask about current Wi-Fi settings, guest network status, or router model details beyond serial number; no diagnostic questions asked.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (router admin UI, diagnostics, logs) were used or referenced despite the issue being solvable via web interface.
T3 Not Met No misinformation conf 94%
Agent incorrectly stated 'no live support' and 'no available resources' — guest network can be secured via http://192.168.1.1 even on EOL devices per KB.
Communication
C1 Not Met Clear & professional language conf 93%
Interaction lacked clear agenda or step-by-step plan; ended abruptly after generic suggestion without guiding resolution path.
C2 Partially Met Confirmed understanding conf 91%
Agent used empathetic language ('I totally understand') but failed to adapt technical guidance to customer’s specific request to secure guest networks.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disclaimed responsibility by citing EOL status and did not attempt to resolve the configuration issue, violating ownership principle.
O2 Not Met Proactive follow-through conf 95%
No specific next steps (e.g., 'go to 192.168.1.1 > Guest Network > set password') or timeline; only vague suggestion to visit support site.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was a configuration task within agent’s scope, even for EOL device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expressed empathy twice with 'I totally understand' and acknowledged customer frustration about security concern.
X2 Met Tone & rapport conf 95%
Agent matched customer’s tone with understanding and remained courteous despite delivering difficult news about EOL status.
X3 Not Met Overall experience conf 94%
Agent increased customer effort by not providing direct steps; forced customer to search online for basic configuration guidance.
Call Transcript10 turns · 12 lines
Speaker 1
[silence] Well hi good morning. This is so quick it startled me. Thank you. Uh I have a a question. I have my Wi-Fi is connected and everything's fine um with the router. The thing is I have um um when I go to Wi-Fi and I go to um available networks um it lists my primary connection
00:00
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. Hi, thank you for calling Linksys. This is Regina. What I hope for today? [silence]
00:00
Speaker 1
Well, actually two primary connections, one two G and one five G, and then two guest networks, and the two guest networks are not secure. And my wife just discovered that recently. And I'm wondering, how do I put a lock on my a, my, my, Link see zero zero eight eight seven is connected and secured and has a little padlock. And and a 55 G as well, but the two guests are are not. And they're um, so how do we either, how do I either remove them or preferably give them a Password and and have them secure?
01:00
Speaker 2
Yeah, you can actually access the settings of the router to set up a guest network.
01:00
Speaker 1
[KEEP_UNCERTAIN] No, no, I've had, I've called in the past, haven't called them quite some time 'cause I've had no issues, but um, you know, I never, we never noticed this before, when when we would go to available networks, we never saw that our neighbors or anybody could kind of, you know, click on on our guest. links. And I'm looking at all. Yes, yes. First name is Gary, G-A-R-Y. Last name is Anderson A-N-D-E-R-S-O-N. Am I what? Okay, that would be
02:00
Speaker 2
So you can create your own Wi-Fi name and password with that, but is this your first time calling us for support? And are you calling from United States? May I know your first name and last name? And your call back number?
02:00
Speaker 1
1207-443-3171. My email would be um would be S as in Sam, E as in Edward, O as in Oscar, T as in Tango, A is in Alpha, M is in Mike, O is in Oscar, T is in Tango. And that's @gmail.com. So that would be S E O T A M O T @gmail.com. 1 1 Serial number is 12A 3 0 6 0 7 6 0 0 8 8 7
03:00
Speaker 2
When your email? I totally understand. I totally understand that, sir. And I do really apologize also, but this device is reach its end of live and end of support. So live support is no longer available. But if still working in your end, you're trying to troubleshoot it, uh, you can try to visit our support site, support.linksys.com, or try to access the web interface of this router. Enter search some resources online to troubleshoot this one. Yeah, I totally understand that, so you're better to access the interface or the settings of this router to set a guest network. But for the live support sure, as much as I really want to help you, we doesn't have any available resources that's still available. And as what I mentioned, this product is just it's no longer received software or security updates that possibly caused the issue. That's why better to do an upgrade, purchase a new one or continue to use it.
03:00
Speaker 1
OK. OK, thank you. You too. Bye.
08:00
Speaker 2
Okay, you're welcome, and have a great day. Bye for now.
08:00