V2 Rubric Detail — 4d026b9a-6e49-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 14:47
Duration
6m 20s
Contact
Fardowsa Adukar
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134260
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT1900AC Initial Setup

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication0.00/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall13.3% (-50.7)

V2 Grader Summary

The agent correctly identified the WRT1900AC as end-of-support but failed to provide any best-effort troubleshooting or meaningful next steps, resulting in an unresolved case. Despite creating a ticket, the lack of technical engagement, empathy, and customer effort reduction led to a poor experience. All core resolution and communication indicators were not met.

V1 Case Analysis

Customer unable to detect WRT1900AC during app setup. Agent verified router is end-of-support (support ended Dec 4 2023) and advised using support.linksys.com AI tool or returning the device. No troubleshooting performed.

Troubleshooting Steps
  • Collected model and serial number
  • Checked product support status in internal system
Key Observations
  • Agent correctly identified the WRT1900AC as end-of-support and provided accurate information about lack of direct support.
  • No troubleshooting steps were taken despite a clear setup/connectivity issue that could have been addressed with basic guidance (e.g., power cycle, app reinstall, local access).
  • Communication was poor: delivery was garbled, lacked empathy, and failed to confirm customer understanding or provide structured next steps.
Positive Highlights
  • Collected required product information (model and serial number) accurately.
  • Created a ticket (#132640) and documented the interaction.
  • Accurately informed the customer that the WRT1900AC is end-of-support and no longer eligible for direct technical support.
  • Provided the correct support URL (support.linksys.com) for self-service options.
Agent Errors / Gaps
  • Failed to perform any troubleshooting for the 'cannot detect router' error, which is a common issue with known fixes (e.g., restart router, reinstall app, check local access at http://192.168.1.1).
  • Did not acknowledge or validate the customer's frustration or difficulty during setup.
  • Provided only a generic self-service suggestion without guiding the customer through any actionable steps or confirming the issue was resolved.
  • Did not verify whether the customer had tried basic steps like restarting the router or reinstalling the app.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent stated support for the WRT1900AC ended and offered no resolution path for the 'cannot detect your router' issue, closing with no meaningful outcome.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps were attempted; agent moved directly from information gathering to declaring the product unsupported.
R3 Not Met Correct resolution path conf 97%
Despite the OOW standard requiring best-effort troubleshooting, agent provided no setup, connectivity, or firmware guidance before suggesting return.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not ask diagnostic questions about the error, network setup, or device state; no root cause analysis was attempted.
T2 Not Met Appropriate tools / resources used conf 96%
No tools (e.g., admin interface, logs, prior case data) were used or referenced, even though local access could have been advised.
T3 Met No misinformation conf 99%
Agent correctly identified WRT1900AC as end-of-support and provided accurate URL support.linksys.com.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked structure: no framing, no expectations set, abrupt closure without transition or confirmation.
C2 Not Met Confirmed understanding conf 94%
Agent used technical terms without adaptation, gave no comprehension checks, and ignored customer’s repeated attempts to explain.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent created a ticket and provided a reference number, showing ownership of documentation but not of issue resolution.
O2 Not Met Proactive follow-through conf 95%
No specific next steps were given; suggestion to use AI tool or return device lacks ownership and actionable detail.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the end-of-support status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; agent did not acknowledge customer’s frustration or effort in setting up a newly acquired device.
X2 Not Met Tone & rapport conf 95%
Agent maintained a rigid, transactional tone and failed to adjust pace or style despite customer’s fragmented speech and confusion.
X3 Not Met Overall experience conf 94%
Customer repeated model and serial number multiple times; agent did not streamline input or use available data efficiently.
Call Transcript12 turns · 13 lines
Speaker 1
Welcome to Linux Sports. I think I can take that out. Going on the issue. Hey, yeah. I just got my router and I'm trying to set it up, but whenever I try to, it's not.
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 1 now. For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support may be available depending on the issue. Hi. Thank you for calling Linksys Technical Support. My name is Ellie. How can I help you?
00:00
Speaker 1
I own my app when um like and when I'm trying to add the writer the router on my my account when I try to connect to it it just says so it's popping up some type of error saying cannot detect your router. uh in I got it from uh from one of the store it's like it's one of the story that sells like they're not new but they're like kind of like refurbished. Yes uh the serial no oh and do you want the router and you want the model number the serial number first? [silence]
01:00
Speaker 2
no [silence] So this router is a new one. You mentioned it. Okay. [silence] So ma'am, for me to help you out, can I have the model number and the serial number of your router? [silence] Just [silence] any that comes first.
01:00
Speaker 1
Okay, I'll give you CO number first. The CO number is 13J10607 405695. Okay, that sounds good? Mhm. Okay. Okay? Okay, yes, and the model number is WRT 1900 AC, and my first name is Ferdosa, F-A-R-D-O-S-A.
02:00
Speaker 2
Okay, uh, let me just read it back to you that's 13 J Juliet 1 0 6 0 7 4 0 5 6 9 5. Thank you so much. uh-huh. Okay. Thank you so much. And can I also please have your first name and your last name?
02:00
Speaker 1
My last name is Aboukhar. Abou K A R. D O S a GD, aboukhar, at gmail.com. Yes.
03:00
Speaker 2
And your last name. OK thank you so much Ferdosa. Oh yeah, Ferdosa. Yong Y unferdosa, let me just go ahead and create a record for this conversation. Just give me one quick moment. Yeah, um for for. Can I also please have your active email address please? OK, thank you so much. So that's ferdosabukar@gmail.com. Thank you so much.
03:00
Speaker 1
And in spectrum. [silence] [silence] Listen. [silence]
04:00
Speaker 2
and your internet service provider for Dosa. okay, thank you so much oh 1900A PCB
04:00
Speaker 1
is that looking good? mm. That's right, that's right. [silence] Yeah, turn on the button and we can start buying a digital vote, Henry. [silence]
05:00
Speaker 2
By the way, Ferdosa, I just successfully created a ticket for this conversation and the ticket reference will be 132640. And I just also checked the router that you just have, Ferdosa, so the router that you just actually have. It's actually one of our end of support router. Because the support of this router, for those that actually ended last December 4 of 2023, as per checking here. So unfortunately, we cannot longer provide support for this one, but you can visit the website of Linksys, that is support.linksys.com and take advantage with the AI tool agent that could provide you some troubleshooting instruction and. but, or maybe you can return this device and get another router. [silence] Thank you so much as well for those. [silence] Have a good one.
05:00