V2 Rubric Detail — 84337f84-690b-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 22:42
Duration
7m 56s
Contact
Rodney Sloan
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00133513
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT32X_No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall15.1% (-40.9)

V2 Grader Summary

The agent failed to troubleshoot a recoverable router configuration issue, incorrectly declared the WRT32X unsupported, and offered no actionable steps beyond suggesting a new purchase and a vague email promise. Despite being an out-of-warranty device, best-effort troubleshooting (e.g., factory reset, local web setup) was expected but not provided, resulting in an unresolved case with significant gaps in technical accuracy, ownership, and customer experience.

V1 Case Analysis

Customer unable to locate WRT32X via app after reset; SSID lost. Agent incorrectly stated device is end-of-life/unsupported and offered only generic emailed setup instructions. No troubleshooting performed.

Troubleshooting Steps
  • Verified device model (WRT32X)
  • Checked internal support status (incorrectly concluded end-of-life)
Key Observations
  • Agent incorrectly stated the WRT32X is end-of-life and unsupported, which contradicts KB guidance — legacy devices are eligible for basic troubleshooting.
  • No guidance provided for accessing the router via http://192.168.1.1 or performing a factory reset (10-second hold).
  • Agent failed to verify or guide the customer on using default login credentials (admin/blank).
  • Serial number was provided but not used to check warranty or support eligibility.
Positive Highlights
  • Polite and professional tone throughout the call.
  • Offered to email setup instructions, providing a self-help path.
  • Confirmed customer contact information and serial number accurately.
Agent Errors / Gaps
  • Incorrectly claimed the WRT32X is end-of-life and unsupported (KB confirms legacy devices are eligible for basic troubleshooting).
  • Failed to guide the customer to access the router via http://192.168.1.1, the correct method for WRT series setup.
  • Did not instruct the customer to perform a factory reset (10-second hold) to restore default settings after configuration loss.
  • Did not verify or guide the customer on using default login credentials (admin/blank).
  • Misled the customer that the Linksys app is incompatible with the WRT32X (router can be configured via web interface).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not restore the Wi-Fi network or router functionality; only suggested buying a new router and vaguely promised an email with setup instructions.
R2 Not Met Diagnostic thoroughness conf 97%
Only one diagnostic question was asked ('Have you ever pressed the reset button?'); no troubleshooting steps like power cycle, local access, or factory reset were provided.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly concluded no support is available due to end-of-life status, rather than offering best-effort troubleshooting for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process followed; agent skipped identifying current symptoms beyond 'lost network' and jumped to product obsolescence.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., KB articles, firmware guides, reset procedures) were used or referenced despite the issue being resolvable via documented self-help steps.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated the WRT32X cannot be supported at all and that it 'can no longer be connected to our Linksys app' as if that prevents web-based configuration.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations, provide structure, or maintain control; interaction was reactive and drifted without clear direction.
C2 Not Met Confirmed understanding conf 94%
Used technical terms without confirmation of understanding; did not adapt to customer’s frustration or simplify communication.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided responsibility by declaring the device unsupported and suggested replacement instead of attempting resolution.
O2 Partially Met Proactive follow-through conf 92%
Promised to send an email after the call but did not specify content, timing, or confirm receipt, leaving next steps incomplete.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
No escalation was warranted since the issue was within L1 scope (router setup), even though agent failed to execute it.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent expressed appreciation but did not acknowledge the customer’s frustration about losing their network or repeated effort.
X2 Not Met Tone & rapport conf 94%
Agent maintained a detached tone and did not adjust pace or empathy to match the customer’s confused and distressed state.
X3 Not Met Overall experience conf 95%
Customer had to explain the entire issue from scratch; agent introduced unnecessary friction by not guiding through basic recovery steps.
Call Transcript12 turns · 13 lines
Speaker 1
Yes, first time. Rodney Sloan, S-L-O-A-N.
00:00
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 1 now. For out of warranty products, paid support, please have your device's 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.
00:00
Speaker 1
Rodney dots, loan 24 at gmail.com, 405-882-8987. Just the one router. Yes, it is 2C. Wow one small 106 087 100029. Is that the WRT 32x?
01:00
Speaker 2
All right, and may you confirm what is your current phone number?
01:00
Speaker 1
Um, it's called Hillary now. used to be, uh, TBS. Something happened Saturday and we lost our internet, and then it, it come back, but it wiped away my network that I had, the network name, and the only thing I can see now is the Linksys, whatever it is something something 2.9, 10029. That's So I'm trying to create my personal network. Um it must have, uh, this weekend when we were trying to get it going, I may have inadvertently pressed the
02:00
Speaker 2
Who is your internet service provider? I see. All right. And how may I help you with the WRT-3 2x? I see. And okay. May I confirm? I see I see. Have you ever pressed the reset button?
02:00
Speaker 1
the reset oh five years okay
03:00
Speaker 2
[silence] see and how long have you had this Linksys router? Okay, thank you. All right, let me see what we can have. We'll just need to validate the device here. Kindly stay on the line. I'll be right back, please. [silence] Hello. all right Thank you so much for staying on the line.
03:00
Speaker 1
Yeah, I was trying to use the app and it just says, it doesn't find the router. It says,
06:00
Speaker 2
Yeah, upon checking here, I understand that you have this router that has served you well for some time. However, this WRT 32X is a part of our end- of devices, which we also no longer manufacture. So, while we can no longer like provide any assistance or any help, what we suggest for the customers that has end of support devices is to consider getting a newer router instead or upgrading. I will try my best to check if we still have resources for the specific router just so I can send an email if it's okay with you so you can follow the instructions how to set it up if that's okay. I see. This can be working before with the app but unfortunately there's a current... [silence]
06:00
Speaker 1
OK. Okay. Perfect. All right. I appreciate it. Thank you. No, the Rodney. Sloan24 at Gmail is perfect. All right. Thank you so much. Appreciate it. All right. Bye bye.
07:00
Speaker 2
You see, so this router can no longer be connected to our Linksys app because it's only for use of the updated products. But I can try to check, um, any instruction that I can provide to you through email on how to, um, reinstall or configure your router again so you can change it to the same Wi-Fi network name you've been using. Yeah. I'll just take my time to create an email. Um, shall I send it to the same email you provided, or you have alternative email? Okay. All right. [silence] I'll send the email after the call, uh, kindly wait 2 minutes, all right? [silence] You're welcome. Thank you also for calling Linksys. Uh, bye-bye.
07:00