V2 Rubric Detail — 6ae2db40-8221-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 20:52
Duration
5m 55s
Contact
919-993-2718
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#EOS00137712
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.00/5
Technical4.06/5
Communication3.75/5
Ownership3.00/5
Escalation5.00/5
Customer Exp0.71/5
Overall47.9% (-16.1)

V2 Grader Summary

The agent accurately identified the WRT54GS2 as end-of-life and provided correct support information (T2, T3), but failed to conduct any best-effort troubleshooting for an OOW device (R2, R3), resulting in an unresolved issue (R1). The interaction lacked empathy (X1) and clear next steps (O2), though the agent maintained control (O1) and used appropriate language (C2). No critical failures (e.g., discourtesy, abandonment) triggered auto-zero.

V1 Case Analysis

Customer reported no power/lights on WRT5 for GS2 router after modem replacement. Device confirmed end-of-support. Agent provided support.linksys.com and recommended MX5500 upgrade without performing troubleshooting. Issue unresolved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the WRT5 for GS2 as end-of-support and provided the valid self-service URL (support.linksys.com).
  • No basic troubleshooting steps (power cycle, reset, LED check) were attempted despite the customer reporting a hardware fault.
  • Agent shifted to an upgrade recommendation without explaining why troubleshooting was not possible or acknowledging customer frustration.
  • Customer's frustration was not acknowledged, violating Angry Customer Protocol guidelines.
Positive Highlights
  • Correctly identified the device model (WRT5 for GS2) and confirmed end-of-support status per KB guidelines.
  • Provided the correct self-service URL (support.linksys.com) without hallucination.
  • Recommended a valid current model (MX5500) compatible with modern setups.
Agent Errors / Gaps
  • Failed to attempt basic troubleshooting steps (power cycle, reset) before declaring the device end-of-support.
  • Did not explain why no troubleshooting could be performed beyond stating the device was end-of-support.
  • Failed to acknowledge or empathize with the customer's frustration.
  • Prematurely shifted to an upgrade recommendation without confirming whether the device could be reset or reconfigured.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never restored internet or got the router working; only suggested buying a new router.
R2 Not Met Diagnostic thoroughness conf 97%
No power-cycle, reset, or any diagnostic steps were performed despite the router having no lights.
R3 Not Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty/end-of-life but did not attempt any best-effort troubleshooting required for OOW devices (e.g., factory reset, power-cycle).
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent asked for model/serial and confirmed no lights, but did not ask further diagnostic questions (e.g., power status, reset history, prior functionality).
T2 Met Appropriate tools / resources used conf 96%
Agent used internal system to verify warranty status and lifecycle phase (end of support), which was appropriate and necessary for EOL determination.
T3 Met No misinformation conf 99%
Information provided about the router being end-of-life, support ending July 2022, and the link to support.linksys.com was factually accurate and consistent with documentation.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent opened with a greeting and created a record, but the call lacked clear structure, expectations, or concise plan; transitions were abrupt (e.g., immediate redirect to website).
C2 Met Confirmed understanding conf 94%
Agent used plain language (e.g., 'I would suggest you better upgrade your router'), avoided technical jargon, and simplified instructions for the customer.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to finish, did not transfer, and provided a recommendation without passing the customer elsewhere.
O2 Not Met Proactive follow-through conf 93%
No specific next steps with ownership or timeline were set; only a generic suggestion to visit the website or buy a new router, with no follow-up plan or actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
This was the customer's first contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Agent appropriately decided not to escalate, as the device is end-of-life with no supported repair path; escalation was not warranted per policy.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was warranted due to EOL status of device.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent never expressed empathy, acknowledged frustration, or recognized the customer's effort (e.g., no 'I understand this is frustrating' despite a non-functioning router). Interaction was entirely transactional.
X2 Partially Met Tone & rapport conf 91%
Agent maintained a steady pace and tone, but customer responses ('Okay') indicated passive acceptance rather than engagement; agent did not adjust communication style to improve comprehension or address potential disengagement.
X3 Not Met Overall experience conf 95%
Customer was directed to buy a new router and navigate support.linksys.com without agent-led troubleshooting or effort-reduction steps (e.g., no guidance on power-cycling or factory reset).
Call Transcript19 turns · 22 lines
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. Thank you for calling Linksys. This is Epi. How can I help you?
00:01
Speaker 1
Yes, I have a router that does not appear to be working, a Linksys router.
00:29
Speaker 2
Okay, so the internet is not working on your Linksys router, right? Okay, can I
00:50
Speaker 1
Yes, I got a new modem, and the Spectrum people are telling me that everything is good up through the modem, and I still don't have Internet. There isn't any lights that are on on the router. I'm not sure if they're supposed to be.
00:55
Speaker 2
have the model number and the serial number of the Linksys device? Just try to look underneath it i'm sorry okay i think that okay and let me just create a record sir can i
01:16
Speaker 1
Yes, I've given it three times already. And the serial number is C-U-Q-0-1-J-5-5-4-6-2-1.
01:24
Speaker 2
have your name and your email address michael okay so that's v v like victor g for golf c for charlie
02:03
Speaker 1
Michael Stuckman, S-T-U-C-K-M-A-N, is V-V-G-C-G-O-L-F at AOL.com.
02:05
Speaker 2
g o l f at aol.com okay all right let me create a record so this is your first time calling
02:32
Speaker 1
Yes, that's right. Yes.
02:34
Speaker 2
links this right or you've called before okay so how long has it been using this
02:45
Speaker 1
Yes. I really don't know. It's probably been for a while. I'm not sure of an exact date.
02:48
Speaker 2
router okay all right upon checking here in our system sir Michael okay the router wrt5 for gs2 it's actually gs2 is already out of warranty okay and it's even one of our end-of-life routers okay the life cycle phase is the end of support right it's it's uh linksys no longer manufacture this particular device and the
02:58
Speaker 1
Okay. Okay. Okay. Do I need to get a new one? Essentially, is that what you're telling me?
03:32
Speaker 2
technical support also ended july 2022. so in your case first since you don't have internet um yeah what we can offer is our website which is support.linksys.com you will find their articles and how to set up your linksys router okay uh you can also take advantage of our ai tool at the bottom right so the website again sir is support.linksys.com okay and i can also send you an email if you want okay um from that email you will find instructions on how to set up the linksys router manually so he if the router is still working um after reset and we
03:36
Speaker 1
Or is there a way to possibly fix this one or reset it? Okay. Okay. Do you have a...
04:28
Speaker 2
reconfigure you might you know there's a possibility that it will still disconnect it will disconnect if the router again is it's an old router okay so I would really suggest you better upgrade your router because this is one of our obsolete routers so with newer routers yeah well I would I I would suggest you
04:38
Speaker 1
Yeah. Is there a newer one, a specific model that you would suggest? Okay. Okay. Okay. Okay. All right. Thank you. Okay. Thanks. Thank you.
05:04
Speaker 2
get the mx series routers then at that is m for mary x like x-ray 5500 that's the that's the model number okay so you can purchase it from amazon or best buy or even from local stores nearby okay sir michael welcome this is epi again from links to sir thank you for calling You do have a great day, and enjoy your weekend.
05:15