V2 Rubric Detail — 70d0d338-7a4f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 22:01
Duration
11m 32s
Contact
Patricia Martel
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#EOS00136277
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall24.2% (-31.8)

V2 Grader Summary

The agent identified the router as an end‑of‑support model but provided no troubleshooting, no tools, and no resolution, only promising an email. This left the customer's issue unresolved and failed to meet most quality standards.

V1 Case Analysis

Customer reported no lights or internet on WRT1200AC router. Agent identified device as legacy, stated phone support unavailable, and offered to email setup guide. No on-call troubleshooting performed. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and identified router model (WRT1200AC).
  • Informed customer the device is a legacy, end-of-support product.
  • Offered to email a setup guide and recommended a Wi-Fi 6E replacement.
Key Observations
  • Agent did not perform basic troubleshooting for a router with no lights, which is a critical omission per KB guidance for hardware faults.
  • Agent incorrectly stated that phone support is unavailable for legacy devices, contradicting KB policy that allows self-help and basic guidance.
  • No case number was created or referenced, violating protocol.
  • Agent did not verify warranty status or offer a warranty lookup, missing a key protocol step.
  • Customer was not guided through standard recovery steps like power cycling or factory reset, despite the router being offline.
  • Agent prematurely shifted to sales recommendation without exhausting basic support options.
Positive Highlights
  • Correctly identified the router model as WRT1200AC using the serial number.
  • Collected and verified the serial number accurately.
  • Provided customer with an email address to receive self-help resources.
  • Recommended a technically appropriate replacement (Wi-Fi 6E router) based on current standards.
Agent Errors / Gaps
  • No on-call troubleshooting steps were attempted for a router with no lights (e.g., power cycle, factory reset), violating basic hardware fault protocol.
  • Incorrectly stated that phone assistance is unavailable for legacy devices, contradicting KB policy.
  • Did not create or reference a case/ticket number, violating protocol.
  • Did not verify warranty status or offer a warranty lookup, missing a key protocol step.
  • Failed to guide customer through standard recovery steps (power cycle, factory reset) for a router with no lights.
  • Did not confirm modem functionality or isolate WAN issue, leading to incomplete topology diagnosis.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never got the router online; only promised to email setup article.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were performed (no power‑cycle, cable check, reset, etc.).
R3 Not Met Correct resolution path conf 95%
Agent treated the legacy WRT1200AC as a dead‑end and did not attempt best‑effort troubleshooting, contrary to OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent did not ask diagnostic questions or identify root cause beyond “it’s reset”.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (remote session, logs, firmware check) were used even though they were appropriate.
T3 Met No misinformation conf 90%
Information about end‑of‑support status, Wi‑Fi 6E recommendation, and that the SSID indicates a reset are factually correct.
Communication
C1 Not Met Clear & professional language conf 92%
Agent never set clear expectations, left the call ambiguous, and did not manage the conversation flow.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but gave confusing statements (e.g., “number six and a letter E for ECHO”) and did not confirm understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent did not transfer the call and promised an email, but did not actively try to resolve the issue.
O2 Met Proactive follow-through conf 93%
Agent gave a concrete next step – sending an email with setup instructions – immediately after the call.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent gave no empathy or acknowledgment of the customer's frustration about having no internet.
X2 Not Met Tone & rapport conf 94%
Agent maintained a flat, scripted tone and did not adapt to the customer's confused, stressed state.
X3 Not Met Overall experience conf 96%
Customer was left to figure out everything on their own; no effort was saved.
Call Transcript22 turns · 22 lines
Speaker 1
[silence] Yes. Hi May. Um, I just got home from work and I can't get any lights to come on on my Linksys and I'm I couldn't look up your number. I had to go out to my car to um get some kind of signal, cuz I don't have any signal in my house. And um I'm just heading in there now and um I want to give you, I think you need my.
00:00
Speaker 2
[silence] 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. While waiting, you may also visit support.linksys.com for more information about your product. [silence] [silence] [silence] Thank you for calling Linksys support. This is May. How can I help you? As- Ah, okay, okay. So, uh huh
00:00
Speaker 1
okay.
01:00
Speaker 2
Yes, serial number. I need a serial number. That's OK. [silence]
01:00
Speaker 1
it's 16 R is in Ralph 1 0 6 0 3 5 1 3 6 8 3. correct yes. yes.
02:00
Speaker 2
Okay, that's 1653101603513638. Okay. It shows here your router is WRT1200AC. That's the model number I can see from my end. And regarding the router that you're calling for, it's part of our end of support devices, by the way, which ended year 2025 around April, April. Uh, therefore, for online assistance, I mean, phone assistance, I cannot walk you through that, but I can send email instead, which all you need to do is to follow the instructions that I'll be providing and if you got any questions or if you dont understand some information, just let me know.
02:00
Speaker 1
Right. Okay. Okay. Yeah, but, I know I've had it for quite a while. So, yeah, I just need to know either what to do. What do they cost if I have to buy a new one? Okay. Six or 6E, you're saying, right? The number six or 16. Okay. Now, where would I see that number? [silence]
03:00
Speaker 2
This is part of our legacy device, which is not really our latest device when it comes to wireless standard. It still has the old one, but you can still use that. It's just that the support for that router already ended. Uhm. Oh, last time I checked on the Amazon website, there's like around $80, $90, $100. Just make sure that you'll purchase a wi-fi 6 or wi-fi 6E router. Those are one of the latest. Wi-fi 6 or wi-fi 6E. Yeah, a number six and a letter E for ECHO.
03:00
Speaker 1
Ok. O. O. k.
05:00
Speaker 2
Then this is the ideal router. Since your connection for this will not be limited in one area, it can be extended to all areas of your house. It depends on how many links you'll purchase because it comes with one-pack, two-packs, three packs. So, but it's... [silence] Okay, so one will do. And expect the connection will be also better because it's already a Wi-Fi 6E router, which is already a gigabit router. If you have a the fastest connection or at least one gig, then that is the best router. On top of that, it has a three-year warranty for technical support and replacement.
05:00
Speaker 1
Okay. Alrighty. And, um, uh, see, I can't, I can't even look anything up. I have to go back out to my car because I don't have the internet at all now. Um, what about, now I have the other thing that's called an oris that connects to it also, which one the this, um, the list this is the router. What is the other thing that I have? Would you know? The modem. I probably first just I I probably purchased it separately. Um, do you think that both of them went out? um, or do you think maybe it's just the link this and that the oris would probably be the modem would probably still work.
06:00
Speaker 2
Okay. It's the modem modem. You'll be needing that. Uh, that is provided by your internet service provider or maybe you purchase it in a different store. Uh who's your internet provider by the way? Yeah. Uh, it could be your linksys right now. Is it? Can you still see? [silence]
06:00
Speaker 1
Let me look. See, I really can't look up anything. Let me see if they'll let me look up even provider, since I don't have
07:00
Speaker 2
It's the WiFi name broadcasting. Like on the WiFi list like that, that only means it was reset, and you just need to set it up in order for it to work again. Linksys 1364. Linksys 1364. Can you see that one on the WiFi list? Mm-hmm. Yeah. Or can you have your email address for you to check what's best, because that email consists of different troubleshooting. So feel free to look for an article there which suits your problem. If it needs to be reset, then there's also a guide there on how you can set up this type of router. Do you want me to send you an [silence]
07:00
Speaker 1
Yes. Okay. Let me give you my email then. May I get the - tea cup- two. T-e-a tea-cup, like a teacup. And then it's C-A-U at AOL.com. That C? Isn't cat? Is that Henry? You you is an umbrella like Chihuahua. Okay. So two@aol.com. Patricia Martell. Um it's Xfinity Comcast Xfinity. Yeah. Yeah. Okay. What were those other networks that you were saying that I should that I might be seen? Can you give me that,
08:00
Speaker 2
uh huh cop and then T AU. What was it again? Uh huh. Okay. Uh huh. And your first name and last name? Okay. And your internet provider is spectrum, right? Uh Comcast. Got it. Okay. Once this call will end, I will send to you the email, including the model numbers I recommended earlier, okay?
08:00
Speaker 1
Those things again. Ugh. know, but, but. Yeah. I um, okay. Let me put it um, let me write it down because I have it unplugged because it where it's at. I couldn't see it. So it's called Linksys 16583 13. sorry. 683 1 3. okay. I think I I think I did see that, um Linksys 13. 683. Okay. Yeah, I see that. And then the Wi-Fi password. Okay. I see that on here too.
09:00
Speaker 2
And the Wi-Fi list. It's Linksys one three six eight three. Can you see that Linksys one three six eight three on your Wi-Fi list? Oh, okay. Linksys one three six eight three. A three. Actually, that's indicated on the sticker underneath your router. If ever you can see that on the Wi-Fi list, the password is on the sticker underneath your router. The Wi-Fi password. Uh-huh.
09:00
Speaker 1
Okay. I was enabled to customize the password. So, I mean, which I I just wanted to find out if this is for me. So if I happen to see this on the Wi-Fi list, this links this 13683, what does that mean? Okay. Okay. With Comcast technician. Okay. That was years ago. Okay. Okay. Yeah, go ahead and send that to me, May and wish me luck. Hey, thank you. Thank you.
10:00
Speaker 2
Okay, so, [ silence ] I'm, um, that means your router was to reset, the reason why it's not getting online. So, in the email that I'm about to send to you, look for the set up article so that you can reconfigure your link access and that should make your router online. If not, then do the boot up sequence, which is the troubleshooting that you did with the Comcast technician. Okay? Good luck. Yeah. Okay, Patricia, thank you again for calling.
10:00
Speaker 1
You're welcome. Bye bye. Does it really show I can hang up the call? I can't end the call. Yeah, I know, but... Okay, thank you. Bye bye.
11:00
Speaker 2
but for now. Bye bye. Ah, you can't end the call. I'm still here. Okay. I'll and it here instead. Bye again, Patricia. You're welcome buh.
11:00