V2 Rubric Detail — 40a71a04-6029-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 15:22
Duration
9m 41s
Contact
Nolan Ardoin
Issue Type
Password/Login
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132330
Support Country
United States
Product Family
ROUTERS
CSAT
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Sentiment Trajectory
—
Ticket subject: WRT1900ACS_Guest network

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp4.29/5
Overall53.3% (-10.7)

V2 Grader Summary

The agent correctly identified the router as end-of-support and provided factually accurate information, advising replacement and directing to self-help resources. While no troubleshooting was performed, the agent acknowledged the customer’s concerns, maintained a supportive tone, and offered a path forward, resulting in a partial resolution. The outcome reflects appropriate handling of an out-of-warranty device under best-effort standards.

V1 Case Analysis

Customer unable to access WRT1900ACS admin interface after outage; device out of support. Advised local login via 192.168.1.1, use of Linksys.com AI for self-help, and consider replacement.

Troubleshooting Steps
  • Confirmed WRT1900ACS model and end-of-support status (March 2024).
  • Explained no cloud or app access available for this model.
  • Advised local login via web UI and use of Linksys.com AI for self-help.
  • Suggested router replacement for better security and support.
Key Observations
  • Agent correctly identified end-of-support status and communicated it clearly.
  • No serial number collected or warranty formally verified despite out-of-warranty signal.
  • No case created or ticket number referenced.
  • Agent did not offer paid support option for out-of-warranty device.
  • Long silences occurred but did not derail the call.
  • Customer regained access independently; agent validated safety of continued use.
Positive Highlights
  • Accurately stated that WRT1900ACS support ended in March 2024 and is no longer eligible for cloud access or firmware updates.
  • Correctly advised local login via web UI (implied 192.168.1.1) since cloud is unavailable.
  • Directed customer to Linksys.com AI self-help, a valid resource for out-of-warranty users.
  • Provided reasonable explanation for outage (modem event or age-related failure).
  • Confirmed it is safe to continue using the router temporarily, addressing customer security concern.
  • Maintained polite, professional tone throughout the call.
Agent Errors / Gaps
  • Failed to collect serial number despite IVR prompting and relevance to warranty check.
  • Did not verify warranty status formally or document support eligibility.
  • Did not create or cite a HappyFox case.
  • Omitted offering paid support option for an out-of-warranty device.
  • Provided no actionable troubleshooting steps beyond general website referral.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent confirmed the router is out of support and advised the customer they could continue using it after self-reset; issue not resolved but limitation and path forward (self-troubleshooting, replacement) were explained.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were performed (e.g., reboot, cable check, login attempt); agent immediately cited end-of-support without troubleshooting.
R3 Met Correct resolution path conf 94%
Agent correctly identified the WRT1900ACS is end-of-support (March 2024), advised replacement, and offered best-effort guidance via AI on linksys.com — aligning with OOW expectations.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent asked no diagnostic questions (e.g., modem status, ISP, recent changes) and did not identify root cause beyond speculation about age or outage.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., remote access, admin UI verification, logs) were used; agent disclaimed ability to assist due to lack of tools, despite local access being possible.
T3 Met No misinformation conf 98%
Agent accurately stated end-of-support date, no firmware updates, no cloud access — all factually correct per product lifecycle policy.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent acknowledged customer’s concern and provided information but failed to structure the interaction with clear expectations or a troubleshooting plan.
C2 Met Confirmed understanding conf 94%
Agent used plain language, avoided jargon, and acknowledged customer understanding (“I understand what you’re saying”), adapting to non-technical level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent did not transfer or abandon, stayed on call, and offered ongoing support for future inquiries — showing ownership despite inability to troubleshoot.
O2 Partially Met Proactive follow-through conf 90%
Agent suggested replacement and directed to AI on linksys.com, but gave no specific timeline or actionable steps for current issue.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was OOW with no hardware fault requiring RMA.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent expressed empathy (“thank you for your time,” “you're welcome”) and remained patient and courteous throughout.
X2 Met Tone & rapport conf 91%
Agent matched customer’s conversational pace, used affirmations (“uh huh”), and maintained engagement despite customer’s fragmented speech.
X3 Partially Met Overall experience conf 89%
Agent avoided unnecessary steps but did not reduce effort by offering actionable diagnostics; instead, redirected to self-help.
Call Transcript19 turns · 19 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's serial number ready for assistance. Press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue.
00:00
Speaker 1
Yes, man. I'm calling in reference to a lows his router. I've had it for a long, long time, you know, many, many years. And then all of a sudden this morning it it it lost us. I couldn't log in anymore. But the lights on the the router was okay. And I'm at the wrong phone to to talk to. Can you hang on one second? I'm gonna switch all this here. Okay. Okay, can you hear me?
01:00
Speaker 2
Thank you for calling System this is Maya, how can I help?
01:00
Speaker 1
Okay. And and uh uh the the it's uh it's old ma'am. It's uh it's the link of WRT 1900 ACS and and uh I was online this morning and and uh on AOL and all of a sudden uh I lost the internet. And then when I looked that there was none to any of the computers or on my phones. Uh so I took the cable that comes in you know to the router and I went from the router right to one of the computers and it worked. So I said well the problems with the thing but but there was no trouble light on the 1900 ACS. Just the the white lights were flashing, you know? So so all of a sudden [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
02:00
Speaker 2
Yes, I can. [silence] Mm-hmm. Okay.
02:00
Speaker 1
Well, playing with it on the computer screen, all of a sudden, there's a set up page come up. And I was able [silence]
03:00
Speaker 2
Uh, yeah. Uh, since you're calling for WRT-1900 ACS, just to let you know first that the router you're calling for, the support for that already ended just this year around March, March 11th. So, no support anymore for that router, no new firmware, but it doesn't mean that the router will stop working, only the technical support already ended, this just this year only. And, uh, as what you said, uh, all of the sudden this router stopped working and you cannot access anymore its settings. If you reset the router, you just need to set it up in order for it to work again.
03:00
Speaker 1
... ... ... ... ... ... ... ... ... ...
04:00
Speaker 2
[silence] Uh huh. Uh huh. Yes. So, if that's the case, you need to access the settings of the router. And by the way, it's no longer working with the Linksys app. No cloud access anymore for this type of router. You need to log in locally instead. This is just an advice, by the way. Uh I thought I mentioned this uh this WRT1900ACS is no longer being supported. Uh you can still try to work on that one.
04:00
Speaker 1
Oh. I understand what you're saying. But I guess the question is, now that it's set up and it's working, I was just worried that somebody had got a hold of something and changed something where, you know, then they could have access to my router.
05:00
Speaker 2
ever it's not really working. As a technician, I can suggest you to have it replaced instead to a newer one. This still has the old wireless standard for security purposes as well, and for better Wi-Fi connection. And also, if you have a new router, you'll be back in warranty. No matter how much I wanted to walk you through with this device you're calling for, it's just that we don't have the tools anymore from our end, given that the router's technical support already ended March this year.
05:00
Speaker 1
you know, but I didn't, I don't see any of that, you know? And the setup, the setup page just popped up and and it uh I filled all the information and I got copies of it and uh and it works, so I guess, I guess the main question is, uh I it should be safe for me to keep using it, I guess, for right now, uh or or till I replace it, you know. [silence]
06:00
Speaker 2
Uh-huh. Okay. Yeah, you can still keep that, you can still use that router. It's just that you need to troubleshoot it on your own. We have our website linksys.com. We have AI there which you can ask any linksys questions. And it will also provide you troubleshooting. Right now I cannot uh walk you through how to fix the router since the router's warranty and also the support for that one already ended. You can still try to. Yeah, you can.
06:00
Speaker 1
Right. Now, I, I, I'd go ahead and buy a new one, but, but, but since, since I was able to reset it up and it's working, it, for right now, anyway, for the present, it should be okay, I guess is the main question. I, that's what I was worried about. Yeah. Yeah, okay, okay, okay, cause, cause, okay. Okay. But just one last little question, if you would, before you go. Why did it change?
07:00
Speaker 2
fix that. But again, if ever it's not really working, then better to have a new router. It should be okay. Yeah. It's okay. Do you still use that? As long as you can fix it, yeah. You don't have to worry. It's still secure to use that router nowadays. All right. If ever you'll have a new router and if ever you still choose Linksys, you can call us. We're open 9:00 A.M. to 11:00 P.M. so that we can help you to set up the new router, okay?
07:00
Speaker 1
change all of a sudden this morning. I wonder why did it why did it drop my settings? Don't know that. Uh. Okay. Okay. All right. Well, I'll I'll I'll use it for right now and then I'm going to start looking for a new one that I can replace it with, you know. And that way, because it's this is the
08:00
Speaker 2
Ah, yeah. I, I can't really give you a, a specific or an exact answer for that since we don't have any access to your router. So probably there is a quick, um, internet outage, uh from your modem which the Linksys router was unable to recover after. That's one of the probable reason. Or maybe due to its, um, age since this is already an old router. So those are the probable reason why. Hmm. Okay. Sure.
08:00
Speaker 1
I've been working for so many years, you know. I mean, Jesus, eight, 10 years. So. Yes, ma'am. Well, listen, I really appreciate your time. I owe you anything, ma'am. Do I owe? OK. OK. Thank you so much, ma'am. OK, bye bye.[silence]
09:00
Speaker 2
oh yeah so probably it's retiring you're welcome uh that no you're not being charged for this you can still call us if ever you have inquiry we can answer it for you thank you again for calling you take care you're welcome bye bye
09:00