V2 Rubric Detail — 662207d0-8059-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 14:28
Duration
5m 59s
Contact
709-468-6255
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00137257
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support WRT3200ACM

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
Technical0.00/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp1.07/5
Overall9.9% (-18.1)

V2 Grader Summary

The agent failed to troubleshoot the app-connection issue, provided contradictory and inaccurate end-of-life dates, and used confusing jargon. No resolution was achieved, and the customer was dismissed with a self-help article without guidance or ownership. The interaction reflects poor technical accuracy, communication, and customer ownership, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to access WRT3200ACM via Linksys app. Agent incorrectly stated model is not app-compatible, provided contradictory end-of-life dates, and offered only a generic self-help article. No valid troubleshooting steps provided.

Troubleshooting Steps
  • Collected serial number
  • Identified router model
  • Provided warranty and support lifecycle information
Key Observations
  • Agent made a materially false claim that the WRT3200ACM is not supported by the Linksys app — this model is fully compatible per KB documentation.
  • Agent provided contradictory and impossible end-of-life dates, including an 'end of support' date of January 28, 2003, which is factually incorrect.
  • No actionable troubleshooting steps were offered despite the issue being resolvable via web browser access (http://192.168.1.1 or myrouter.local) or app re-authentication.
  • Communication was disorganized with filler phrases, reducing clarity and confidence.
Positive Highlights
  • Correctly identified the router model as WRT3200ACM from the serial number.
  • Collected customer name (Jamie Squires) and email (jsquires107@gmail.com) accurately.
  • Maintained a polite tone throughout the call.
Agent Errors / Gaps
  • Falsely claimed the WRT3200ACM is not supported by the Linksys app — this contradicts KB documentation (linksys_now_login_admin.md, universal_web_browser_setup.md).
  • Provided materially inaccurate and contradictory support lifecycle dates, including an impossible 'end of support' date of January 28, 2003.
  • Failed to offer any valid troubleshooting path for router access, such as using http://192.168.1.1 or myrouter.local in a web browser.
  • Misrepresented the scope of support for end-of-life products — while warranty has expired, basic self-help guidance should still be provided per KB.
  • Did not verify whether the customer could access the router via alternative methods (web UI, physical connection).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the app-connection issue; only provided a self-help article after stating the router is end-of-life without any troubleshooting or verification.
R2 Not Met Diagnostic thoroughness conf 94%
No troubleshooting steps were performed — agent skipped diagnostic questions, did not check Wi-Fi, app version, login credentials, or router web interface access.
R3 Not Met Correct resolution path conf 92%
Agent identified the router as end-of-life and out-of-warranty but failed to attempt best-effort troubleshooting (e.g., guiding to web UI) before dismissing the customer with a self-help article.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent asked no diagnostic questions beyond serial number, failed to identify symptoms, and stated unsupported causes (e.g., 'link-link database border').
T2 Not Met Appropriate tools / resources used conf 92%
No tools or resources were used — agent could have directed customer to http://192.168.1.1 or http://myrouter.local but did not, despite this being appropriate for the issue.
T3 Not Met No misinformation conf 90%
Agent provided contradictory end-of-life dates (2021 vs. 2003) and used nonsensical technical jargon ('link-link database border', 'outer face'), constituting materially incorrect information.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent acknowledged the issue and collected basic information but lost focus by delivering unstructured end-of-life details without clear next steps or call control.
C2 Not Met Confirmed understanding conf 93%
Agent used confusing, non-standard jargon ('link-link database border', 'outer face') and did not adapt language to the customer's level or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent took no ownership of resolving the issue — ended the call after sending a self-help article without ensuring the customer could act on it or confirming resolution.
O2 Partially Met Proactive follow-through conf 86%
Agent committed to sending a self-help article as a next step but provided no timeline, follow-up method, or confirmation process.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed, and none was warranted — the issue was within L1 scope despite the device being end-of-life.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed minimal empathy ('I'm sorry to hear about that') but remained largely transactional, with no acknowledgment of frustration or repeated effort.
X2 Not Met Tone & rapport conf 92%
Agent failed to adapt communication style to the customer's confusion — used inconsistent phrasing, did not check comprehension, and spoke past the customer with technical jargon.
X3 Not Met Overall experience conf 94%
Customer was left to interpret and act on a self-help article alone, with no agent-side actions to reduce effort, repetition, or complexity.
Call Transcript12 turns · 12 lines
Speaker 1
I was trying to access my router through the app and it says I cannot connect to it. I don't know what the problem is. Serial number? Okay, just a second please.
00:00
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. inviting. Thank you for calling Linksys. This is Ace. How can I help you? I see. I'm sorry to hear about that, sir. May I have the serial number of your Linksys Router? Yes. Sure. [silence]
00:00
Speaker 1
<start_of_audio> Can you hear me? It's one nine eight one two six zero A A zero zero one six eight.
01:00
Speaker 2
Yes. All right, uh, let's see again. The serial number is 1981 260 8, 8, A, A, as in alpha.
01:00
Speaker 1
yes Jamie yes Squir SJ with an S on the end J Squires 1:07 [silence] Jay Squares 1:07 Hey, Gmail
02:00
Speaker 2
Apple double 0163 you know that is correct. I see. All right. Thank you. may I have your name first? my name is J for JaneM for Mike I for ink E for echo. And your last name. S as in Sam, U for QueenU for UniverseI for ink and E for echo. Okay. All right. Thank you. do you have any email address with me too? [silence] Apple double 0163 you know that is correct. Let's see. All right. Thank you. may I have your name first? my name is J for JaneM for Mike I for ink E for echo. And your last name. S as in Sam, U for QueenU for UniverseI for ink and E for echo. Okay. All right. Thank you. do you have any email address with me too? [silence]
02:00
Speaker 1
at gma.com. Yes, that's correct. It was Citiwide. Then they just transferred me over to another I can't even remember the name. I had Citiwide but they kind of merged with some other company or something and they took over my account. and I sure are even
03:00
Speaker 2
this J. your first name initial squires, 107 Gmail.com alright Jamie, how about your Internet service provider? Who is it? [silence] okay [silence]
03:00
Speaker 1
I'm not sure. no i the first time using it yes oh okay
04:00
Speaker 2
All right, that's fine, Jamie. All right. Jamie, you want to, uh log into your link- link, uh were you able to log into your link- link' database border for it see your for your dot links is rougher model WRT 3200 ACM is not all supported by linked app. You cannot access the linked app because this outer doesn't use the link app or for you to access your the outer settings of this model you need to access it through the outer face. And also, this longer is already out of warranty. It's warranty status expired last March 7, 2022. And also its cycle phases ended.
04:00
Speaker 1
Okay. Okay. All right. Thank you. You too. Have a good day. Bye bye. [silence]
05:00
Speaker 2
the end of life of this router was last July 28th, 2021, meaning we no longer manufacture or sell these type of router. And it's end of support, uh, end of life ended last January 28th, 2003, meaning we no longer provide technical support or assistance with regards to this router. But with, um, accessing your router settings, I can just send you a self-help article. Uh, it's an end of support home networking setup guide. Uh, many issues with regards to end of support routers, uh, are included, fundamental. So I'll just send you the self-help articles, okay? Okay. You're welcome. Thank you for calling, again. Jamie. Once again, this is. Take care. Have a great one. Good bye. [silence] D.
05:00