V2 Rubric Detail — 4ab2d54e-7fd5-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 22:42
Duration
21m 41s
Contact
203-528-6130
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#EOS00137177
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_WRT1200AC

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall33.3% (+5.3)

V2 Grader Summary

The agent correctly identified the WRT1200AC as end-of-support (T3 Met) but failed to perform any diagnostic troubleshooting or best-effort support required for out-of-warranty devices (R2, R3 Not Met), resulting in an unresolved issue. Communication lacked empathy and adaptation, and customer effort was high due to repeated data entry. No escalation was needed, and ownership was maintained through sending a self-help guide.

V1 Case Analysis

Customer reports Wi-Fi works but no internet on WRT1200AC V2. Agent incorrectly stated device is end-of-support, provided wrong URL (support.linkssys.com), and sent generic Home Networking Guide without troubleshooting. Issue unresolved.

Troubleshooting Steps
  • Collected customer name, phone number, and email address
  • Incorrectly informed customer that WRT1200AC V2 is end-of-support
  • Provided incorrect support URL (support.linkssys.com)
  • Sent generic Linksys Home Networking Guide via email
Key Observations
  • Agent incorrectly claimed WRT1200AC V2 is end-of-support — contradicts KB which does not list this model as EOL
  • Provided invalid support URL: 'support.linkssys.com' — should be 'support.linksys.com'
  • Failed to perform basic WAN troubleshooting steps (power-cycle modem/router, check WAN LED, verify cable connections) despite clear symptom of no internet access
  • No attempt to verify customer's email address correctly — misheard/misstated as 'me catching you' instead of 'betachingyou@yahoo.com'
  • Call ended with only a generic self-help email, no actionable steps, and no escalation path despite the issue being within scope for self-help guidance
Positive Highlights
  • Collected customer's name, phone number, and email address
  • Attempted to create a case record and send a support resource
  • Maintained polite tone throughout the call
Agent Errors / Gaps
  • Incorrectly stated WRT1200AC V2 is end-of-support — material accuracy error contradicting KB
  • Provided wrong support URL: 'support.linkssys.com' — should be 'support.linksys.com'
  • Failed to perform basic WAN troubleshooting (power-cycle modem/router, check WAN LED, verify cable connections)
  • Did not confirm customer's email address correctly — misheard/misstated as 'me catching you'
  • Did not offer any concrete next steps beyond a generic guide, leaving the issue unresolved

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent sent a self-help guide but did not resolve the internet connectivity issue or confirm any outcome.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (restart, check LEDs, verify WAN connection) were performed before resorting to KB link.
R3 Not Met Correct resolution path conf 96%
Agent declared device 'end of support' and stopped helping, violating OOW best-effort standard requiring setup/firmware/reset attempts.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent repeated the symptom but asked no diagnostic questions (e.g., LED status, modem connectivity, prior changes).
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote access, local UI check, ping test) were used despite clear need to verify WAN connection.
T3 Met No misinformation conf 92%
Agent correctly identified WRT1200AC as end-of-support; the KB for legacy devices confirms products from the early 2000s/legacy era are EOL and should be retired.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected customer info and set expectation about sending an email, but conversation lacked focus and clear closure.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms but did not confirm understanding or adapt to customer’s confusion about next steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and attempted to assist by sending documentation.
O2 Met Proactive follow-through conf 93%
Agent stated they would send an email within 'a minute or two' and instructed the customer to wait for it.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the issue type and product status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy; no acknowledgment of frustration, inconvenience, or repeated effort despite customer’s evident confusion.
X2 Not Met Tone & rapport conf 95%
Agent maintained a transactional tone, ignored customer’s hesitation, and did not adjust pace or check comprehension.
X3 Not Met Overall experience conf 96%
Customer had to spell name, phone, and email multiple times; agent did not streamline data entry or use available fields efficiently.
Call Transcript15 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. [silence] While waiting, you may also visit support.linkssys.com for more information about your product.
00:00
Speaker 1
[silence] Hi, um, I'm having problems with my uh router, and I do not understand why. Everything else seems to be working, but
13:00
Speaker 2
how am I no
13:00
Speaker 1
The router the Wi-Fi is not working. Model number is WR T 12 00 AC V 2. Yes. Yes. Yes. My wireless uh device is connected. The the the router's connected to my laptop. The laptop's connected to my router, but not the Internet. It cannot give me a wreck.
14:00
Speaker 2
Okay. Sure, let me just create a record for this. Can you have the model number, and serial number of your linksys device? Okay. Again, WRT1200AC version 2 and you're having problem with wireless connection, right? Is your wireless device connected, but no internet? [silence]
14:00
Speaker 1
to the modem, but I don't seem to be getting anything out of it. Right.
15:00
Speaker 2
Okay. All right. So probably there's no internet connection on, the, um, links router. It's not communicating to your modem. Okay. Okay. So before we start for any troubleshooting, sir, let me just inform you about the status of your links rivers Okay. It was here in our system that your WRG1200AC, um, this router is one of our, um, products that is already end of support. That means, Lenis is no longer providing any technical assistance or technical support. What we can offer is, we can uh, you can, um, use or take advantage of our help.
15:00
Speaker 1
Hold on. What was that again? Okay. I have support.links.com. Okay. So what am I doing now? [silence] wait a minute, hold on. Um, uh, first name is Elton. Gardner. Gardner. E-L-T-O-N. E-L-T-O-N. Then Gardner, G-A-R-D-N-E-R. 203. 528. 6130. B as in Boy, E as in ear. [silence]
16:00
Speaker 2
Or, how about this one, so I can have your email address, where I can send you a link, okay, that I can give you a send you, uh like an article to follow on how to set up this router, can I have your first name, the last name, And, how about the last name? G-A-R-D. And how about your phone number? And how about your email address?
17:00
Speaker 1
B is in cat. A is an apple. T is in tree. B is in cat. C is in hat. C is in hat. H is in Hedge. I N G-Y. O U. at Yahoo.com. Yes. Yes. OK. Right. [silence]
18:00
Speaker 2
So that's me catching you at Yahoo.com, right? OK. So let me just create a record for this so that I can send you the link that you can follow the instructions on how to reconfigure do your settings on your router to have internet. OK. Yes, but by default it will automatically as long as the device is I will support for five. Okay. The one that I will be sending to you, sir, that will be a self-help tool on how to set up your device, okay? Okay, so just give me a minute or two to send you the email, okay? And then you can check then your email and And then just follow that instruction, okay? Okay, I already sent you the [silence]
18:00
Speaker 1
All right, um, when shall it come? I don't see it yet. Okay. Oh, here it is. Okay. It says, uh, thank you for choosing Linksys. Okay. Download the Linksys home networking guide. Is that what I do? [silence]
20:00
Speaker 2
email cert. So just check it later if you receive it. And then just use the link that I've provided to you to give you different instructions on how to set up your device. Okay? It's a actually a home networking guide. Okay, you just keep on, just refresh it sometimes. It'll take time to arrive, sir. All right. So just wait for the email again. email. Okay. Well, um, but we, yeah.
20:00
Speaker 1
Speaker 1 (00:01:866) Okay. Outside of that, if it doesn't work, I got to get a new modem. I mean, I mean, new new router. That is, yeah. But I don't, I don't think it's going to be with VPN, though. Uh all right. Thank you. Bye-bye. [silence]
21:00
Speaker 2
Yes, sir. okay that is an option as well okay yeah you're welcome so thank you for calling Linksys this is karla bye for now [silence]
21:00