V2 Rubric Detail — 4c6b9708-6c03-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 17:21
Duration
6m 6s
Contact
Ryan Beeman
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134084
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall12.3% (-43.7)

V2 Grader Summary

The agent failed to recognize that updating a phone number is an account management task independent of hardware warranty status. No troubleshooting, tool use, or accurate guidance was provided, and the customer was incorrectly told live support was unavailable. The interaction resulted in no resolution and unnecessary customer effort, meeting the definition of Unresolved per rubric criteria.

V1 Case Analysis

Customer requested to update phone number on Linksys account. Agent confirmed EA7200 is out of warranty, incorrectly stated live support is unavailable for account changes, and offered $15 paid support. Customer declined. No self-help path provided for account management.

Troubleshooting Steps
  • Collected router serial number
  • Collected customer name, phone, and email
  • Verified warranty status (out of warranty)
  • Offered paid-support option
Key Observations
  • Agent incorrectly stated that live support is unavailable for out-of-warranty devices, which contradicts KB guidance that account management is supported regardless of warranty status.
  • No self-service path was provided for account updates, despite the KB clearly stating account changes can be made via support.linksys.com or linksyssmartwifi.com.
  • Agent conflated router warranty status with account management eligibility, which are separate systems per KB.
  • At [01:00], agent asked about Linksys app access but did not clarify that account settings can be managed online independently of the router.
Positive Highlights
  • Collected router serial number and customer contact information accurately.
  • Maintained a polite and professional tone throughout the call.
  • Correctly identified the device model (EA7200) from the serial number.
Agent Errors / Gaps
  • Provided materially incorrect information: 'live support is no longer available' for account changes, contradicting KB guidance that account management is supported regardless of warranty status.
  • Failed to provide the correct self-service path for account updates (support.linksys.com or linksyssmartwifi.com) as required by the KB.
  • Misunderstood the scope of support - account/billing issues are not restricted by hardware warranty per KB.
  • Did not address the primary issue (phone number update) despite it being a supported account management function.
  • Incorrectly tied account management to router warranty status, which is not supported by the KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the phone number update request and offered no valid path forward, closing the interaction without resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were taken toward updating the account phone number; agent immediately shifted to warranty status and paid support.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly treated an out-of-warranty router as a reason to deny account management support, failing to direct customer to self-service account tools.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not diagnose the actual issue (account access/verification) and asked irrelevant questions about router serial instead of account credentials.
T2 Not Met Appropriate tools / resources used conf 95%
No use of account management tools or KB articles (e.g., linksyssmartwifi.com password reset) to assist with account update despite clear need.
T3 Not Met No misinformation conf 96%
Agent stated 'live support is no longer available' for out-of-warranty devices, which is inaccurate—best-effort troubleshooting is expected per rubric.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic call flow but failed to set expectations around account vs. hardware support, leading to misalignment.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language but applied a rigid script without adapting to the customer's specific non-technical request.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent abandoned ownership by redirecting to paid support without attempting to resolve the account issue using available resources.
O2 Not Met Proactive follow-through conf 95%
No next steps were provided for updating the phone number; only a paid support offer was presented and then abandoned.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this account update request.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized but used a transactional tone without genuine acknowledgment of the customer's frustration or effort.
X2 Partially Met Tone & rapport conf 89%
Agent maintained a consistent pace but did not adjust communication style in response to customer's visible frustration and confusion.
X3 Not Met Overall experience conf 94%
Customer was forced to provide unnecessary router serial number and received no direct solution, increasing effort unnecessarily.
Call Transcript13 turns · 13 lines
Speaker 1
Hi. I'm just trying to update my phone number with you guys.
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 be available depending on your issue. To hear more about your service options, press 2. Please have your devices 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. Hi, thank you for calling Linksys. This is Regina. How can I help you today?
00:00
Speaker 1
Yes. I am not. It requires the old phone number that I do not have access to for verification. I do. I do have an account. The phone number that was originally Linked to it is no longer in service, and I am trying to change it to my updated phone number.
01:00
Speaker 2
a phone number regarding of your Linksys account. But were you able to access the Linksys app sir? Using your Linksys account? Yeah, because they're starting with that one sir. You really need to have the phone number or else you really need to create a Linksys account. But then as of now, we um, yes. Yeah, but then.
01:00
Speaker 1
give me a moment, please, Serial number 32 minus 20 and 25 B 0, 1385.
02:00
Speaker 2
Yes, but as of now, sure, the Linksys smart Wi-Fi Remote Access website has been discontinued. So however, your router and internet connection will continue working normally. You can still manage your router locally by accessing my router.local, myrouter.info or 192.168.1.1 But can you please provide the serial number of your Linksys router? [silence] So 32:XX:02:00:F
02:00
Speaker 1
yes 385 are the last 3 numbers Ryan Beeman B as in boy, E as in echo E as in echo, M as in man A as in alpha, N as in November 269 550 8494
03:00
Speaker 2
Michael, two five B four boy zero one three five. Okay, thank you. May I know your first name and last name? So R Y A N. Can you spell it for me your last name? In your callback number, sir?
03:00
Speaker 1
It is my first name, K O O B, as in Kilogram, D Earth, then my last name, and that is going to be at outlook.com. Yes. I'm sorry, what was that? That's just to make sure I heard you.
04:00
Speaker 2
And your email?
04:00
Speaker 1
I have this stupid boxing for me, I can't see here. EA 7200, yes. That is for the spectrum. [silence]
05:00
Speaker 2
And who is your internet service provider? Now, before we proceed also, I would like to set expectation regarding all the warranty status of your linksys router. Okay, so it indicates in our system that this device is no longer under warranty. And I really apologize to you that live support is no longer available. However, we have a paid support. So I can still assist you regarding with your concern all about, but then you need to pay $15. And it's good for 60 uh-filled, yeah, 60 minutes of troubleshooting.
05:00
Speaker 1
I'll just deal with it myself. Thank you very much. Goodbye.
06:00