V2 Rubric Detail — 6677b968-6e9e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 00:56
Duration
13m 16s
Contact
Bill Huey
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00134384
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT54G - no internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent avoided meaningful troubleshooting, failed to guide the interaction, and prematurely concluded with a non-actionable recommendation without confirming resolution path.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.25/5
Technical3.12/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent correctly identified the WRT-54G V4’s incompatibility with WPA3 but failed to perform any troubleshooting, communicate clearly, or provide a viable resolution path. Communication breakdowns, lack of ownership, and premature closure without follow-up resulted in an unresolved case and a critical failure due to avoidance of proper support protocol.

V1 Case Analysis

Customer attempted to enable WPA3 on WRT54GV4 router. Agent confirmed hardware incompatibility but provided no concrete next steps, warranty information, or replacement guidance. Call ended without resolution.

Troubleshooting Steps
  • Collected model number (WRT54GV4) and serial number (CDEF A0E7112931)
  • Confirmed router is obsolete and does not support WPA3 (KB: WRT Series legacy models lack WPA3 support)
  • Suggested factory reset (after customer mentioned attempting it)
  • Advised router replacement (without providing specific guidance or options)
Key Observations
  • Agent correctly identified that the WRT54GV4 does not support WPA3 (KB: WRT Series legacy models lack WPA3 support).
  • Agent failed to verify or discuss warranty status despite the router's obsolescence.
  • Agent did not provide concrete next steps (e.g., purchase links, warranty RMA, or KB articles).
  • Agent made inaccurate statements (e.g., "internet service provider is WPA3") that confused the customer.
  • Communication was severely garbled, leading to repeated customer requests for clarification (09:00, 10:00, 12:00).
  • Call ended without confirmation of understanding or resolution.
Positive Highlights
  • Collected the correct model number and serial number from the customer (07:00–08:00).
  • Correctly identified that the WRT54GV4 does not support WPA3 (KB: WRT Series legacy models lack WPA3 support) (08:00–10:00).
Agent Errors / Gaps
  • Provided garbled and incoherent explanations, making it difficult for the customer to follow (09:00, 10:00, 12:00).
  • Made inaccurate technical statements (e.g., "internet service provider is WPA3") (10:00).
  • Failed to verify or discuss warranty status despite the router's obsolescence.
  • Did not offer a clear path forward (e.g., purchase link, warranty RMA, or KB articles).
  • Abandoned the call without confirming resolution or setting a next step (13:00).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent states 'the solution is you need to replace the router' but provides no confirmation that replacement was completed or feasible; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps performed (e.g., no reboot, reset, or login attempt); agent jumps directly to hardware replacement without validating current state.
R3 Met Correct resolution path conf 92%
Agent correctly identifies WRT-54G V4 does not support WPA3 and recommends replacement, which aligns with technical limitations and support policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identifies symptom (WPA3 not working) and root cause (outdated hardware), but asks no diagnostic questions beyond model/serial.
T2 Met Appropriate tools / resources used conf 90%
Agent uses correct product knowledge about WRT-54G’s lack of WPA3 support — a known limitation requiring no additional tools.
T3 Partially Met No misinformation conf 85%
Correctly states WPA3 is unsupported, but inaccurately claims 'internet service provider is WPA3' — a technical misstatement.
Communication
C1 Not Met Clear & professional language conf 96%
Agent delivers long, disorganized monologues, fails to set expectations, and loses control when customer repeatedly asks to slow down.
C2 Not Met Confirmed understanding conf 97%
Agent does not adapt language or pace despite customer explicitly stating 'we can't understand you' and asking to slow down twice.
Customer Ownership
O1 Not Met Ownership & empathy conf 98%
Agent offers no ownership, avoids further engagement, and ends call without ensuring customer understanding or next steps.
O2 Not Met Proactive follow-through conf 97%
No next steps, timeline, or follow-up provided; customer left without actionable path forward.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
No escalation needed — issue is a known hardware limitation, and agent correctly determines it can't be resolved via escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed, and none was warranted given the nature of the issue.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Minimal empathy shown; only a brief apology at end, with no acknowledgment of customer frustration or repeated comprehension issues.
X2 Not Met Tone & rapport conf 96%
Agent ignores customer’s clear requests to slow down and adjust communication style, leading to disengagement.
X3 Not Met Overall experience conf 94%
Customer repeats serial number and asks for clarification multiple times; agent fails to streamline or reduce effort.
Call Transcript17 turns · 18 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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two [silence]. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot Feel free to visit the support dot linkless dot com. You can also connect with other users for tips and guidance at Reddit dot com slash r slash linkless. [silence]
00:00
Speaker 1
Hello, see WRT. How are you? I'm sorry. It's what? I was getting into my wireless page to change my security to WPA3 and somehow I hit the wrong button and I cannot find my username on my laptop. It is gone from my choices and it does not work.
06:00
Speaker 2
Thank you for calling Linux. My name is Nathan. Do you know who am I speaking to? I'm Nathan. I'm Nathan. Do you know who I'm speaking to? Um, yes, my name is Nathan. Oh, yes, I know who am I speaking to. Can I help you? How can I help you? [silence] Uh-huh.
06:00
Speaker 1
Bill. I'm sorry. U-H-U-S-E. The model number you said. Model number is W-R-T-5-4-G-V-4. I'm sorry.
07:00
Speaker 2
All right. Can you give me your name again? I didn't got your name. Bill. What's your last name, Bill? What is your last name? Okay. Uh can you give me the model of your router, and the serial number as well? Let's take a look. Yes, please. Hmm I do you have the serial number? Do you have the
07:00
Speaker 1
Serial number. There's a lot of numbers. I'll be back. Serial number. C, D, E, F, A, zero, E, seven, one, one, two, nine, three, one. I don't think that's a one. That's an L. Oh, they'll know. Okay. We got it. Yeah. Yes, it is.
08:00
Speaker 2
The serial number of the device. [silence] Yes, please. [silence] It's okay. [silence] That's okay. [silence] I can get it. [silence] Hmm. [silence] You wanted to change it to a WPA3, right? [silence] That's your objective. [silence] Now, the router is very old. [silence] It's already obsolete and no longer supported. [silence] And WPA3 is not part of the support [silence] this one. [silence] In fact,
08:00
Speaker 1
wait. wait a minute. can you slow down? 'cause we can't understand you. can you say that again please? okay.
09:00
Speaker 2
I'm going to give you a bit of a gap on it just a moment. So just physically the status of the router is physically working. Problem with this router is even on even though it will is physically working, so it can still function. But the problem is the internet service over here had already upgraded their network and this is not compatible. This is old. The security level, this is WPA1 and 2 on this, one, and the internet service provider is WPA3. There's no way you can force this router to adopt to that of the new router. The solution is you need to replace the router.
09:00
Speaker 1
Okay, slow down. The, the solution is to replace the router? Is that what you're saying? Hello? Okay. Okay. It's very hard to understand you. I'm very sorry, but it's very hard to understand you. Yeah, so, after the fact, we were able to go to our settings and update with the links, um, and update under the security tab, uh, the WPA3 - personal, um, with the encryption type AES and our network security key. Um, but and so I was able to do that. But are you saying that that will not work on the current router?
10:00
Speaker 2
router sick you have the live yes I apologize this is already yes the router is already obsolete it is not working I'm sorry that's okay internet yes
10:00
Speaker 1
Okay. Okay. because Okay. even though the lights Right. The problem is we can't even get internet, but are you, are you hearing us that we can't even get internet service right now? That's the problem. Okay. Okay.
11:00
Speaker 2
With your service provider, it is not compatible, it may work for a day or two, a week, but after a while, it will forces again the router to reset because compatibility issues. This is old. This is not compatible with the internet service provider. So, that's just one. You can work this out? Yes, you can work this out. Remember, physically it's okay. You can have this working out, but the danger of somebody trying to hack into your system, to log into your system is very real, because this is old technology. Are we struggling with the AI right now? [silence] Yes. Yes, I understand. Okay. Now, how about I'll send you an insurance
11:00
Speaker 1
we had we tried doing what, we I can't understand you. Have we tried doing what? The reset. Actually, the reset. Yeah, several times. And. And we talked to our internet provider and they said we needed to talk to you guys. I can't understand. I thought this was supposed to be USA. No. Okay. All right. Thank you. [silence]
12:00
Speaker 2
have you tried doing a factory reset on the entire network on the router reinstall everything reinstall [silence] factory reset and it still didn't work all right um if that would be the case then yeah he really had to replace the router there are cases that after the factory reset i'm sorry for that one he said issue i'm sorry issue not hardware setup
12:00
Speaker 1
Apologies for what? Oh, okay. Thank you. Goodbye. Goodbye. [silence]
13:00
Speaker 2
Okay, apologies for that time. Apologies for our headset this time. Bye bye, Bonnie.
13:00