V2 Rubric Detail — 679f4614-60ff-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 16:55
Duration
5m 19s
Contact
450-890-1133
Issue Type
Firmware Update
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp4.29/5
Overall53.5% (-10.4)

V2 Grader Summary

The agent accurately identified the E1200 as end-of-life and communicated this clearly, satisfying technical accuracy. However, no troubleshooting or symptom verification was performed, violating the expectation of best-effort support even for EOL devices. The lack of diagnostic process and concrete next steps downgrades the outcome from full resolution to partial. Customer experience and ownership were maintained, but technical process gaps prevent a full 'Met' in core resolution indicators.

V1 Case Analysis

Customer has E1200 (E Series), an end-of-life model. No firmware updates or technical support available. Advised to upgrade to a current Linksys router or mesh system.

Troubleshooting Steps
  • Confirmed model number as E1200
  • Verified product status as end-of-life per Linksys KB
Key Observations
  • Agent correctly identified E1200 as end-of-life and gave accurate information about lack of support.
  • Serial number was never obtained, preventing warranty verification.
  • No case was opened or referenced, violating standard protocol.
  • Customer struggled to distinguish model from serial number; agent did not clarify effectively.
  • Call began with IVR confusion and language barrier, but agent proceeded without confirming understanding.
Positive Highlights
  • Correctly identified E1200 as end-of-life per Linksys KB
  • Accurately communicated that no firmware updates or technical support are available
  • Provided clear recommendation to upgrade to a current Linksys product
Agent Errors / Gaps
  • Did not obtain serial number despite repeated opportunity ([02:00], [03:00])
  • Did not verify warranty status or explain how support eligibility is determined
  • Failed to create or reference a HappyFox case
  • Did not confirm whether customer understood EOL status or next steps
  • Allowed confusion between model and serial number to persist without clear guidance

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Agent correctly identified EOL status but did not confirm the actual issue or attempt any troubleshooting; resolution was based solely on product age, not problem diagnosis.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps (reboot, LED check, firmware, connection test) were performed; agent moved directly to EOL declaration without assessing symptoms.
R3 Partially Met Correct resolution path conf 92%
While E1200 is EOL, agent skipped basic triage (power cycle, symptom check) that should precede any support denial; best-effort guidance expected even for EOL devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask about symptoms (e.g., no internet, slow speeds, LED status) or perform root cause analysis; decision was based only on model number.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent used product knowledge appropriately, but failed to leverage basic tools like firmware check or LED state verification that could have informed the response.
T3 Met No misinformation conf 98%
Statement that E1200 is end-of-life and no longer supported is factually accurate per Linksys policy.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent responded to questions but provided no opening frame, agenda, or transition; call lacked structure beyond Q&A.
C2 Met Confirmed understanding conf 93%
Used simple language, addressed French support question clearly, and gave understandable instructions about serial number location.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the interaction end-to-end, did not transfer, and provided a final recommendation.
O2 Not Met Proactive follow-through conf 91%
No specific next steps, timeline, or follow-up offered; 'upgrade to a newer router' is vague and lacks actionable detail.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the EOL status of the device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Remained polite, apologized for lack of French support, and ended call courteously despite limited interaction.
X2 Met Tone & rapport conf 92%
Adjusted pace to match customer, answered each query directly, and maintained calm tone throughout.
X3 Partially Met Overall experience conf 88%
Asked customer to repeat model/serial info multiple times due to confusion, increasing effort, but otherwise avoided unnecessary steps.
Call Transcript9 turns · 10 lines
Speaker 2
welcome to link 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.linxys.com. Please have your device serial number ready. For assistance, press one now. [silence] For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. [silence] Please select from the following options: For in-warranty products, our support team is available to help with performance and hardware issues. 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. To hear these options again, Press 8. Please select from the following options. For in warranty products, our welcome to links his 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, please have your devices' 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. Hello. Thanks for calling May Sos' technical support. This is Trib. [silence]
00:00
Speaker 1
I would like to know if somebody speaks French in your place because I [silence] you don't. Okay. Well, I will go slowly. [silence] My device is V2002 [silence] 3000 [silence] -019 [silence] 3MC. [silence] [silence] Where do I take the serial number? [silence] I thought it was the serial number. There's no, uh, uh
02:00
Speaker 2
I'm sorry, I still can't see what's going on. I am sorry. Yes, I am sorry, but we don't have a French support over the phone. Okay. And how about the serial number, ma'am? Yes, sure. You can find the serial number under the router. It's on the sticker. [silence]
02:00
Speaker 1
Is it possible e-1200? Is that a good number? No? That's the model number. Hello on the sticker. S S S, I don't see any S.
03:00
Speaker 2
That's the model number. Okay, let me see. Again, your full number. All right, can you see there the serial number, mem, on the sticker? Yes, it's on the sticker. There should be S and on that.
03:00
Speaker 1
It would be difficult. 812, 1, 200, sir. Wireless are sorry. All right. It's, it's, it's no good anymore, your means. I
04:00
Speaker 2
All right. But based on this serial number, or I mean the model number that you provided, ma'am, it's E1200. Correct? 1200. All right. This device, maam is already part of our end of life and end of support device. It means that we don't provide technical support for this device anymore and also no updated firmware. Err. So what I could highly suggest is for you to upgrade to a latest router or a mesh router. [silence]
04:00
Speaker 1
I should buy another a new one, you mean. Okay, okay, thank you very much. Thank you. Bye. [silence]
05:00
Speaker 2
Yes, yes ma'am. That is correct. All right. Thank you so much also ma'am. And have a good one. Bye for now.
05:00