V2 Rubric Detail — 4e5183ae-5f86-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 19:56
Duration
6m 39s
Contact
Ron Huelsman
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132113
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wireless Configuration

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall63.3% (+31.3)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and no longer officially supported, then committed to providing a personalized guide to help the customer rename the Wi-Fi network. While the issue was not resolved live, the agent demonstrated ownership and provided a viable path forward consistent with out-of-warranty expectations. No critical failures occurred, and the interaction concluded with customer satisfaction.

V1 Case Analysis

Customer wants to change default SSID after power reset; agent misidentified model, gave false warranty info, and promised to email a guide without providing direct steps.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misidentified the router model as WR2543N despite customer providing '05601' [01:00, 03:00].
  • Agent falsely claimed support ended in August 2025, which contradicts Linksys policy and KB [05:00].
  • No correct admin URL was provided (should be http://myrouter.info or http://192.168.1.1 for SPNM-type devices) [05:00].
  • Agent offered to create a custom guide instead of using existing KB resources, delaying resolution.
Positive Highlights
  • Agent asked for serial and model number [02:00].
  • Agent acknowledged customer’s request and offered to send follow-up instructions [05:00].
  • Agent maintained polite tone and closed the call professionally [06:00].
Agent Errors / Gaps
  • Wrong model number (WR2543N) given for a 05601 device [03:00].
  • False claim that support ended in August 2025 [05:00].
  • Did not provide the correct admin URL or step-by-step SSID change procedure [05:00].
  • Failed to verify customer's ability to access router admin interface before promising email guide.
  • Misled customer about support eligibility based on fabricated end-of-support date.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent acknowledged the issue (SSID showing default name after reset) and committed to sending a customized guide to help the customer rename the network, but did not resolve it during the call.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent collected model and serial number to verify warranty and support status, which is relevant context, but did not perform direct troubleshooting steps such as guiding the customer to the Wi-Fi settings page or confirming current SSID.
R3 Met Correct resolution path conf 96%
Agent correctly identified the device as out-of-warranty and unsupported, then offered best-effort assistance by committing to create and email a personalized setup guide—aligning with OOW expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (router reset, default SSID) and gathered device details to assess supportability, but did not ask targeted questions about Wi-Fi settings access or current interface state.
T2 Partially Met Appropriate tools / resources used conf 91%
Agent did not use remote tools or live KB navigation, but reasonably relied on documented procedures to promise a tailored guide—appropriate given the OOW status and lack of real-time support options.
T3 Met No misinformation conf 97%
Agent accurately stated the product is out of warranty and no longer supported, and correctly indicated that renaming the SSID is possible via manual setup—no technically incorrect information was provided.
Communication
C1 Partially Met Clear & professional language conf 94%
Agent initiated the call with standard identification steps and maintained basic control, but failed to clearly set expectations about resolution limitations or guide the interaction toward a live fix.
C2 Partially Met Confirmed understanding conf 89%
Agent used plain language and avoided excessive jargon; while no explicit comprehension checks were made, the customer confirmed understanding and expressed appreciation for the proposed help.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent took ownership by not transferring the call, diagnosing the support status, and committing to create and send a personalized guide—demonstrating follow-through on a self-initiated action.
O2 Partially Met Proactive follow-through conf 93%
Agent stated they would create and email a guide within five minutes after the call, providing a clear next step and timeline, though no confirmation mechanism (e.g., follow-up) was established.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was a configuration request on an unsupported device, resolvable via self-help.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent showed basic empathy with 'Sure. Yeah, I understand.' and acknowledged the customer’s situation, though not explicitly recognizing frustration or repeated effort.
X2 Partially Met Tone & rapport conf 88%
Agent maintained a neutral, helpful tone and paced the call appropriately; customer remained engaged and expressed gratitude, indicating acceptable adaptation.
X3 Partially Met Overall experience conf 92%
Agent requested serial/model for warranty verification—a standard and necessary step—though it added minor effort, it was justified for determining support eligibility.
Call Transcript11 turns · 12 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 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, press 2. 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. Thank you for calling this is my name is Mr. Gerald, you can help.
00:00
Speaker 1
Um hey I got a uh question for you. So I um had my lynsis router hooked up and uh obviously and then cable and all that to the TV and all that, and it been working fine. Um but apparently we had a power surge or something like that and it did a reset on my router. And so the modem number is popping up in the list of of available network kind of options you know like on the TV and things like that. Um and so I got in there and I used the password off the bottom of the router um to get in and it's functioning and everything's good. Um but what I want to do is is go ahead and get my old name put back up as opposed to it having lynsis and then the model number showing up in the listings of networks available. You know what I mean? Or devices of uh that are connecting. You know like in the neighborhood kind of thing where you see your neighbor's names and this and that going on. I don't want them. the model number is 0 5 6 0 1. And then serial number? I'm gonna have to get that off the unit. I'm gonna have to get that off the unit itself, aren't I? In theory. Okay. Okay, your serial number is tiny.
01:00
Speaker 2
Sure. Yeah, I understand. Can you give me the serial number and model number of your Elink Express can?
02:00
Speaker 1
, okay, 22C is in Charlie 10606705601 correct size
03:00
Speaker 2
Let me read it back. So that's 22 Silly and Charlie, 106-06705601, right? Okay. The model number, is it the WRT-32X? Okay. What is your first and last name? Uh, so I can create a record for you.
03:00
Speaker 1
fuelmanRon@gmail.com spectrum
04:00
Speaker 2
and who is your internet provider? [silence] Thank you [silence]
04:00
Speaker 1
yes. uh okay. so you send me to somebody that can help me with that and then they charge me? is that how this works or is that what you're saying?
05:00
Speaker 2
Okay, so I checked the, the model number here, and based on the model number you provided, let's start with the serial number actually, so the, the, the serial number shows that your WR2543N is unfortunately out of warranty, and for other warranty devices, we charge $15, but that's, that's not it, the, the real problem is that when I checked the model number, it does not have support anymore, the support of this ended in 2025 August, so the least I can do here, I can send you the guide and how you can set up the router, customize the Wi-Fi name and pass her to the way it was, does that sound to you? Uh there will be no charge because there will be no support for this one no more, no one is turning with this router, it ended in 2025, what I'm saying is that I can send you the instructions on how to, like I mentioned before, on how to set up how to troubleshoot the router for you.
05:00
Speaker 1
Oh, okay. You can okay, cool. Yeah, that would be great. I appreciate that. Yeah, that'd be fine. Okay. Awesome. 00:27 No, I appreciate the help. That's awesome. 00:34 All right. Thank you so much. You too. 00:37 Bye.
06:00
Speaker 2
get a manual guide, yeah. Is it okay? cool, so if there's no guide that I can see in our website, I'll probably make one myself and I'll, I'm gonna personalize that, customize it and edit I'll send it through email. Give me five minutes once we end the call so I can do that, okay? I mean if there's no available guide. Thank you. Thanks, always understand. I hope you have a nice day. You take care. Five minutes.
06:00