V2 Rubric Detail — 66334c62-6361-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 17:42
Duration
9m 44s
Contact
Rickey Hayes
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132628
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup_WRT3200ACM
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by dismissing the case due to EOL status without attempting any troubleshooting or escalation, despite the customer having just purchased the device and encountering a setup issue that warranted investigation.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent failed to perform any troubleshooting, provided technically inaccurate information (IMEI reference), and evaded ownership by citing EOL status without attempting resolution or escalation. The interaction lacked empathy and added customer effort, resulting in a complete failure to resolve the issue.

V1 Case Analysis

Customer unable to complete router setup due to 'existing account' message; agent incorrectly stated the WRT3200 ACM is end-of-life and tied to an IMEI, collected device info, and advised contacting the retailer without providing troubleshooting or self-help resources.

Troubleshooting Steps
  • Collected customer name, email, phone number
  • Confirmed ISP (T-Mobile)
  • Recorded router model and serial number
  • Incorrectly stated device is end-of-life and tied to an IMEI
Key Observations
  • Agent provided materially false technical information: WRT3200 ACM is **not** end-of-life as of this call (June 2024), and Linksys consumer routers do **not** use IMEI codes (IMEI is only used for cellular gateways).
  • The core issue ('existing account' during setup) was **not addressed** with any standard troubleshooting (e.g., factory reset, clearing cloud association, using myrouter.local, or app guidance).
  • Agent **failed to offer any self-help path** such as KB articles, app instructions, or remote session despite the customer being blocked at setup.
  • Call ended with only a vague follow-up email and retailer contact advice—**no clear resolution path or technical validation** was provided.
  • Agent demonstrated **poor call control**, allowing confusion to persist without clarification or redirection.
Positive Highlights
  • Collected complete customer and device information (name, email, phone, model, serial, ISP) early in the call (transcript [01:00]–[04:00]).
  • Confirmed ISP (T-Mobile), which is relevant for setup context.
Agent Errors / Gaps
  • Incorrectly stated the WRT3200 ACM is end-of-life and will no longer be supported (transcript [04:00]–[05:00]); this model was **still under support** at the time of this call (June 2024).
  • Falsely claimed the device is tied to an IMEI code (transcript [06:00]); **IMEI is not used on non-cellular Linksys routers**.
  • Did not perform **any troubleshooting** for the reported setup issue (e.g., factory reset, access web UI, check cloud account, or use the Linksys app).
  • Failed to offer **any self-help resources** (KB article, app instructions, myrouter.local) despite the customer being stuck at initial setup.
  • Did not escalate or offer **remote assistance** when unable to resolve the issue.
  • Allowed the call to end **without confirming understanding or next steps clearly**.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the account setup issue, offered no working solution, and closed the case by directing the customer to the retailer without resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed; agent skipped diagnostics and went straight to EOL declaration without attempting setup verification or login attempts.
R3 Not Met Correct resolution path conf 96%
Agent dismissed the customer’s issue due to EOL status instead of providing best-effort troubleshooting for setup, which is expected even for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to identify the root cause of the account conflict, did not ask about error messages, and did not follow a logical diagnostic path beyond collecting basic info.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use any tools (e.g., check activation status, cloud account lookup, or remote access) to verify the router’s registration or account tie-up.
T3 Not Met No misinformation conf 96%
Agent made factually incorrect statements: WRT3200 ACM has no IMEI (cellular-only term), and claimed activation 'cannot be detected' — contradicts known processes.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost control of the interaction by veering into EOL discussion without framing next steps, causing customer to interrupt with frustration.
C2 Partially Met Confirmed understanding conf 91%
Agent used simple language but failed to confirm understanding or adapt to customer’s growing frustration and confusion about account activation.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abdicated ownership by telling the customer to contact the retailer and did not commit to resolving the issue despite offering an email follow-up.
O2 Partially Met Proactive follow-through conf 92%
Agent mentioned sending an email and requesting proof of purchase but gave no timeline or clear next steps for resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent failed to escalate despite acknowledging potential defectiveness and stating Level 2 would handle it, yet took no action.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was documented or initiated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for customer’s frustration over receiving an obsolete device and did not acknowledge repeated effort or emotional state.
X2 Not Met Tone & rapport conf 94%
Agent maintained a scripted, detached tone and did not adjust pace or style to customer’s increasing irritation and confusion.
X3 Not Met Overall experience conf 95%
Customer was burdened with finding a receipt, sending an email, and waiting — unnecessary effort without immediate resolution or agent-side action.
Call Transcript20 turns · 20 lines
Speaker 1
Well, what? Hey Dylan, this is Ricky Hayes. How you doing today? Uh, I'm just having trouble getting this thing set up here.
00:00
Speaker 2
Welcome to links. support. To ensure quality service, your call may be monitored. For in-warming product, our support team is available to help with performance and hardware issues. Register your product by visiting register.link.com. Please have your devise serial number ready. For assistance, press one now. For for-out-of-warranty product, paid support may be available, depending on the issue. Hi, thank you for calling Links technical support. My name is Dillon. How can I help you today? I'm fine, sir. Thank you so much for asking. How about you? What seems to be a problem?
00:00
Speaker 1
It keeps saying that I have a an account and I don't recall having that account. And I was trying to set it up. So, I created another uh email and password and um it just don't seem to be. Sure. Okay. Okay. Ricky Hayes. R-I-C-K-E-Y-H-A-Y-E-S.
01:00
Speaker 2
Oh, okay. Is this your first time setting it up? Mm. I see. All right, sir. Let me just run some verification with you and ask you a few questions about your Linksys device in order for me to really have better information and can provide you an accurate resolution of your concern. Okay? So, let's start with your full name. Let me just create a quick record here. That's Riki Hayes. Okay. For Riki...
01:00
Speaker 1
H.A.Y.E.S
02:00
Speaker 2
I'm sorry. Um, for Ricky, that's R-I-C-K-I-E. Alright, thank you someone for that. W-C. How about your email address? Okay. So, that's O'Neil18t. Rh at gmail.com. Alright. Let me also verify your phone number. It's 678-4-485-888. 7-3. Got it, sir. Now, can you provide me the model number and the serial number of your Langus router? Model Linksys 3-200? [silence]
02:00
Speaker 1
ACM. Uh-huh. [silence] serial number is 1981061060A703843. Alphabet. Yep. That's correct.
03:00
Speaker 2
ACM 3210, the OK but there serial number sir one six three uh... no sir it's 198106 right let me just repeat that once sir it's one nine eight one oh six zero A for alpha seventh three eight four three three.
03:00
Speaker 1
That is correct. Say that again. T-Mobile.
04:00
Speaker 2
All right. Okay, thank you so much for that one. And, okay, uh, looking at here, you've got a WRT3200 ACM, LanSys router. Got it. Okay, let me just note it in this one here. Okay. All right, sir, um, just to, oh, by the way, may I also know who's your internet service provider? Your internet service provider. May I know who's your internet service Provider? Team Mobile. Okay. All right, sir. So, just to set your expectations, um, I'll check here, your Linux router, and based on the information you've provided, this, uh, device is actually already part of our,
04:00
Speaker 1
Hey, okay, okay, stop, stop. I just bought the unit. They just sent it to me yesterday. Yeah, if it was there, Server I have to loot, it up. If it's becoming, I'm looking for it right now.
05:00
Speaker 2
End of life devices, which means we no longer manufacture this one. Also, um, it's nearing to be part of our end of support products, which will be in July next month. So, um, by next month we will no longer be supporting this, um, device. On, um, base here, um, okay. Oh, they just bought I mean you just bought this one. May I know where you bought this? Do you have, uh, do you have the receipt of this device? Okay.
05:00
Speaker 1
Server blink. And this, I do have the order number. Let me try to find the receipt. Okay. So if
06:00
Speaker 2
okay sir how about this one sir I'll be sending you an email and on the email you can uh respond to it with the proof of purchase showing the uh the name of the device or um yeah the name of the device and uh the information of the purchase. Yes sir uh because actually based here on our system uh it shows that uh the device is already activated. And it shows that uh the device is tied on the IMEI uh code right so okay sir can you show us picture by the way of the device itself although it's really hard to picture one whenever it's already uh it's already uh be activated once it's already uh be activated uh it's really hard to uh detect it uh okay sir that's the the reason uh why it's show that uh it's showing that it's activated. Because it can't uh it can't uh uh be detect the uh uh uh uh uh active line uh ok sir so the next step is is you just need to подтверждете свои действия will be sending an email await on your reply with the uh proof of purchase of the device by the way it should be um uh for the iPhone or android device uh that would be the required information so.
06:00
Speaker 1
OK and let me ask you this are you going to replace this one so do I get my money back?
07:00
Speaker 2
no we still need to validate the the warranty and just to set your expectation since this this device is um already part of our end of life devices we no longer provide any replacement to it um that will be on uh the
07:00
Speaker 1
Okay. All right. Thank. Mm-hmm. Go ahead. I'm sorry.
08:00
Speaker 2
the level two technicians or since um once we validated that the the you know the product's warranty and um validate or run some troubleshooting with you and if the device shows defectiveness and or if the device was deemed defective that's the time we can proceed in escalating this one to our level two tech for um advanced troubleshooting and uh that's where the next course of action will be taken. But for for the refund. Okay sir. um for uh yeah you you can actually try to um contact your or the place where you um ordered this device because this is actually an old stock probably.
08:00
Speaker 1
Okay. All right. I'll do that because uh I just got the thing yesterday and if it's, you know, obsolete, then why are they still selling this stuff? Okay. Okay. All right. Well thank you. Thank you very much. All right.
09:00
Speaker 2
yes yes sir this is a yeah yeah actually sir uh this is um one of our like I would say oldest router um this is definitely like an older model alright sir you're very much welcome sir and thank you for calling alright have a great day and one
09:00