V2 Rubric Detail — 70935516-7f96-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 15:12
Duration
6m 48s
Contact
703-455-0361
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#EOS00137080
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_WRT54G2

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall22.6% (-33.4)

V2 Grader Summary

The agent correctly identified the WRT54G as end-of-life but failed to provide any best-effort troubleshooting or technical guidance. The agent's claim that the router 'cannot handle' security changes was unsupported by the provided KB and used to justify a total refusal of assistance. No resolution was achieved, and the customer was simply told to buy a new device.

V1 Case Analysis

Customer cannot access websites; Wi-Fi shows 'weak security WPA' warning. Router identified as WRT54G2V1 (end-of-life). Agent advised purchasing a newer router. No troubleshooting performed.

Troubleshooting Steps
  • Identified router model as WRT54G2V1
  • Determined device is out of support
Key Observations
  • Agent correctly identified the WRT54G2V1 as an end-of-life model with no active support.
  • No attempt was made to verify internet connectivity or access the router's admin interface.
  • Agent incorrectly claimed the router cannot change security mode, which contradicts KB documentation.
  • No self-help articles or resources were provided to the customer.
  • Call ended abruptly without confirming understanding or offering further assistance.
Positive Highlights
  • Correctly identified the WRT54G2V1 as an end-of-life product no longer eligible for technical support.
  • Accurately explained that modern devices may show security warnings when connected to older routers with outdated protocols.
Agent Errors / Gaps
  • Incorrectly claimed the WRT54G2V1 cannot change its security mode (it supports WPA2 and can be configured via http://192.168.1.1).
  • Failed to attempt basic troubleshooting steps such as checking internet connectivity or accessing the router's admin interface.
  • Did not provide any self-help resources or KB articles despite the device being out of support.
  • Used dismissive language ('too bad') and failed to show empathy for a senior customer struggling with technology.
  • Did not verify whether the customer could access the router's admin page or change settings independently.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered no resolution path other than purchasing a new router, which does not resolve the customer's immediate issue with weak security warnings.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were attempted; agent immediately declared the device unsupported without testing or diagnosing.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified the device (WRT54G) as end-of-life and out of warranty, and explained support limitations; however, did not attempt best-effort troubleshooting (e.g., checking current security mode, suggesting firmware update if available), which is expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only vague questions about website access and other devices but failed to identify the root cause of the 'weak security' warning (likely WPA/WEP vs WPA2/WPA3 mismatch).
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., admin UI access, firmware check, security protocol verification) were used or suggested despite being essential to diagnosing a security warning issue.
T3 Partially Met No misinformation conf 89%
Agent correctly stated that the WRT54G is end-of-life and no longer supported; however, claimed the router 'cannot handle changes' without confirming whether firmware updates or WPA2 configuration were ever possible on this model, which overstates technical limitation.
Communication
C1 Not Met Clear & professional language conf 94%
Agent failed to set expectations, frame the interaction, or guide the call; ended abruptly after suggesting a product purchase.
C2 Not Met Confirmed understanding conf 93%
Agent used technical terms like 'security mode' without simplification or confirmation of understanding; no adaptation to senior, non-technical customer observed.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disowned the case by stating 'I cannot assist you further' and pushed full responsibility to the customer without attempting any resolution.
O2 Partially Met Proactive follow-through conf 88%
Agent suggested purchasing a new router from retail stores, which is a next step, but provided no timeline, support path, or actionable guidance for immediate relief.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context required.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
Agent correctly determined that escalation was not warranted due to end-of-life status and lack of technical support for the WRT54G model.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted given the product's end-of-life status.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent acknowledged the customer’s difficulty but did not express empathy for frustration or repeated effort; tone was transactional but not overtly dismissive.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust pace or tone to match the senior customer’s hesitations and confusion; maintained flat, unengaged delivery.
X3 Not Met Overall experience conf 95%
Agent increased customer effort by refusing to troubleshoot and redirecting to a costly solution without exploring low-effort fixes.
Call Transcript14 turns · 14 lines
Speaker 1
Well, I, uh, um, I don't seem to be able to get on the linksys thing. Uh, well, I, I'm with an Apple computer. I, um, can get on the computer, but I can't get to any of the site. I have a Cisco Lynsks thing and, uh, it keeps saying I have weak security. I'm a senior and I'm not very good with computers, so. [silence]
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. [silence] Hey, thank you for calling Linksys Technical Support. This is Riyo. How can I assist you for today? [silence] Um, what are you trying to do, ma'am, by the way? Mm-hmm. Okay, I or
00:00
Speaker 1
I have not been able to figure this, what I should do. Correct. Well, here, let me, I am at my computer. I will tell you exactly what happened. All right. So, um, I went to Safari and there's some sites that I go to fairly frequently and they will not let me, uh, get on any of them. And then at the top, where it has the Wi-Fi, it keeps saying weak security WPA. I that's the only, only tell me what happened.
01:00
Speaker 2
Let me just confirm, ma'am, by the way, you're seeing your Apple computer, however, you cannot access any website. Does it has an error message showing? Uh, weak security, WPA. Aside from your computer, ma'am. How about your other devices? Were they able to have a
01:00
Speaker 1
honestly, I don't know. I only use my computer, let's say I use my phone very little. I use it for uh, you know, making calls if I have to and texts and pictures and that's about it. I do not have my phone connected to my computer. uh-huh. I don't do Facebook. Uh, I have a bunch of games on there. I have some different sites. Uh, like, no, I can't open any I've got frequently visited and there's 12 things here in front of me. I can't open any of them.
02:00
Speaker 2
Wi-Fi. mm-mm. got it. for the Safari sites that you're trying to open, is that all specific sites that cannot be opened? however, other sites like YouTube, Facebook, were you able to open it? okay. mm-mm. so you can open it. mm-hm. How about trying to use Safari? Try second
02:00
Speaker 1
Now I don't do Google either. So where would I? Where would I find that? Okay. Hold on. I'll have to put the phone down to to look at that. Ah, let's see. Well, there's 14 gajillion different things here. Um, is it the? I can't read it.
03:00
Speaker 2
Sorry. Okay.
03:00
Speaker 1
[silence] okay, is it W R T 54 G 2 V 1? oh, so basically you're saying, too bad.
04:00
Speaker 2
Oh, okay, okay, that's actually the device model number that you've provided to me, ma'am. However, just a heads up, ma'am. For the router that you have, it seems here that your router is a part of our first generation router meaning to say, aside that we no longer manufacture this device, we no longer also provide technical assistance for your router, ma'am. Now, the reason... Yeah, because the reason for that, if we're going to provide you troubleshooting, I'm afraid that it might not go through...
04:00
Speaker 1
So what, what are you telling me? I, too bad for me. Okay, well, yeah, that, that I got, but what do I do is my question.
05:00
Speaker 2
Uh, you might try to upgrade now, uh, the reason why you're having uh, uh, um, uh, a message uh, in your Wi-Fi icon, uh, weak security. Because, um, um, um, your computer is a high-end computer already this is part of the Apple series. Um. So, in order for you to remove that weak security, you need to make changes with your router settings. The security mode. However, if you're going to uh, change the security mode of your router so that your Apple will be secured, uh, I might afraid that your router cannot handle the changes that we are going to do. So,
05:00
Speaker 1
So, it, do I get that through you? So, basically you can't help me at all. Uh, okay. All right. Well, thank you, that's good to know, I guess. All right. You as well. Bye-bye.
06:00
Speaker 2
the option that you can have mom is to upgraded to a newer router Oh no ma'am you can only purchase it via Amazon, Wallmart, BestBuy and Target they are the ones selling it unfortunately ma'am I cannot assist you further because troubleshooting won't work with your router thank you so much for your time ma'am have a nice day
06:00