V2 Rubric Detail — 84a42ece-6400-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 12:41
Duration
8m 45s
Contact
No name
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00132754
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency3.00/5
Overall2.2/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall73.1% (+29.1)

V2 Grader Summary

The agent correctly identified the WRT1900AC as end-of-support and recommended a suitable upgrade (MX6200), providing accurate technical guidance and maintaining good customer experience. However, minimal diagnostics were performed, and the speed issue was not fully validated, resulting in a partial resolution rather than a confirmed fix or complete troubleshooting path.

V1 Case Analysis

Customer with WRT1900AC reporting ~300 Mbps on 500 Mbps plan. Agent confirmed device is end-of-support, recommended MX6200 mesh upgrade. No troubleshooting, case creation, or paid-support offer made.

Troubleshooting Steps
  • Confirmed the router was rebooted.
  • Identified the model as end-of-support.
Key Observations
  • Agent failed to create or reference a case despite clear product identification and support eligibility discussion (02:00–08:00).
  • No attempt to verify warranty status or offer paid support, violating protocol for out-of-warranty devices (02:00).
  • No technical diagnostics (e.g., wired speed test, ISP check) were performed before recommending hardware replacement.
  • Communication lacked empathy and structure; excessive filler words ('uh', 'sir') and minimal active listening (02:00, 07:00).
  • Agent did not confirm understanding of customer’s topology with outbuildings or offer mesh-specific setup guidance beyond basic recommendation.
Positive Highlights
  • Correctly identified the WRT1900AC as end-of-support and accurately described its Wi-Fi 5 limitations (02:00).
  • Provided a technically sound recommendation of the MX6200 mesh system, appropriate for the customer’s 2,000 sq ft home and outbuildings (04:00).
  • Accurately explained mesh topology setup for parent and child nodes, including wireless backhaul capability (07:00).
  • Mentioned the three-year warranty on new hardware and common purchase渠道 like Amazon (08:00).
Agent Errors / Gaps
  • Missing warranty verification and appropriate protocol for out-of-warranty devices (required per support eligibility signal).
  • No case/ticket creation or reference number recorded, violating standard case management protocol.
  • Did not perform any speed or network diagnostics (e.g., wired LAN test, ISP speed validation) before recommending replacement.
  • Failed to offer paid-support path when device is no longer covered, contrary to business policy.
  • Did not provide any self-help resources (KB articles, email follow-up, chatbot guidance) after declining direct support.
  • Poor call control and communication: excessive filler, lack of empathy, and failure to confirm customer understanding.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent correctly identifies the WRT1900AC as end-of-support and recommends upgrading to a newer model (MX6200), which is a valid outcome for obsolete hardware, but does not confirm if the speed issue is actually due to the router or perform minimal diagnostics to validate the need for replacement.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent confirms the customer rebooted the router and acknowledges the speed discrepancy (500 Mbps plan vs 300 Mbps observed), but skips essential steps like checking firmware, testing wired vs wireless speeds, or verifying ISP performance — though for an end-of-support device, full troubleshooting is not expected.
R3 Met Correct resolution path conf 98%
Agent correctly identifies the WRT1900AC as end-of-support and advises upgrading to a Wi-Fi 6E mesh system (MX6200), aligning with KB guidance for obsolete devices; does not dismiss out-of-warranty customer but provides best-effort recommendation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identifies symptom (slow speed), asks about reboot and house size, and infers root cause (outdated hardware), but does not verify ISP speed at modem or check if issue is wireless-specific — reasonable given device obsolescence, but incomplete for a full diagnostic.
T2 Partially Met Appropriate tools / resources used conf 90%
No tools (e.g., speed test, admin UI) are used, but for an end-of-support device with no firmware updates or remote access, tool use is not feasible; agent relies on product knowledge, which is appropriate in this context.
T3 Met No misinformation conf 97%
All technical information provided — end-of-support status, Wi-Fi 6E capabilities, MX6200 coverage, compatibility with existing devices — is accurate and consistent with KB articles.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintains conversation flow and responds to questions, but does not set a clear agenda, manage expectations about diagnostics, or structure the call beyond basic Q&A.
C2 Met Confirmed understanding conf 95%
Agent uses simple, accessible language, avoids jargon, and adapts to customer’s pace and audio issues; uses 'sir' consistently and confirms understanding where needed.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owns the interaction from start to finish, does not transfer, and provides a complete recommendation without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 88%
Agent informs customer they can call back for help and mentions Amazon as a purchase option, but provides no specific timeline, follow-up process, or setup guidance beyond the call.
O3 Not Applicable Closure confirmation conf 100%
This is the first contact; no prior case history exists to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was addressed with a valid recommendation for an obsolete device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expresses empathy ('I really do apologize') and thanks the customer for patience, acknowledging the inconvenience of device obsolescence.
X2 Met Tone & rapport conf 94%
Agent matches customer’s tone, remains patient despite audio issues and repetition, and keeps the customer engaged throughout.
X3 Met Overall experience conf 93%
Agent avoids asking for redundant information, does not require the customer to perform complex steps, and streamlines the interaction around a clear upgrade path.
Call Transcript17 turns · 17 lines
Speaker 2
[silence] We come to Linksys support. To serve our customer better, 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 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. Please select. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support team bot.
00:00
Speaker 1
[silence] Hi there, um I have a uh WRT1900AC wireless unit and uh it's a few years old and I'm wondering if it needs to be uh upgraded or um my uh my service providers bringing me in 500 MIPS, but I'm only seem to be getting like 300 out of my my router. I'm wondering if it's if it's my my wireless unit.
01:00
Speaker 2
Sorry, got it. at Support.Links.S. You can also connect with other users for tips and guidance at reddit.com slash R slash Linksys. Hello, thank you so much for calling Linksys. This is Tommy to assist you today. [silence] Mm-hmm. [silence] Mm-hmm. [silence]
01:00
Speaker 1
Unit if it needs to be upgraded or or what? How do I find that out? Did I reboot it? Yes, I I I un unplugged it and plugged it back in yes.
02:00
Speaker 2
Yeah, uh, just to confirm, sir, prior call and ask, did you reboot or restart the Linksys router? Mm-hmm. All right. Uh, all right. Thank you so much for that information, sir. However, I'm gonna set your expectation that there's no doubt that this Linksys router which is the WRT1900AC is already one of our end of support or an obsolete devices. So, for this one, sir, yeah, I would recommend upgrading the router, sir. Since again, this router is still uses Wi-Fi 5 technology. However, the newer ones, uh, we already have the Wi-Fi 6, Wi-Fi 6E, and the Wi-Fi 7 which is far more better than this one.
02:00
Speaker 1
Okay. So, uh, so you're thinking that I should upgrade my router? Okay. All right. Um, what unit would you recommend? I, I, I, I, I, I, I'm running roughly four TVs, a couple of cell phones, and a video camera system.
03:00
Speaker 2
Current router that you have Mm-hmm the Yes sir and again I really do apologize but we can no longer provide assistance for this specific model sir since again the router is already one of our end of support devices. Mm-hmm right Uh in order for me to recreate the setup. Yes. Mm-hmm. All right and how many like floors or square footage does your house have? [silence]
03:00
Speaker 1
My house is about 2,000. I'm sorry. I couldn't hear that. MXMX-6200. Okay. Okay. Okay. Now, I also have [silence] um
04:00
Speaker 2
All right. Oh, for your new router or new Linus model, you would recommend the MX 62. 2,00. yeah, that's correct. All right. So I'm going to set your expectation that this router, which is the MX 6200, already uses Wi-Fi 6E mesh technology and it can actually cover up to 3,000 square footage. So rest assured that this router is like one of the recommendations for your setup.[silence]
04:00
Speaker 1
which which I reach out to. and and I reach out to and out building which is a a horse barn. And another another that I reach out to is a garage. um which I have uh other wireless units out there that pick up the signal and repeat them for those buildings. Would they be compatible or would I have to change those also? So you're saying I may have to upgrade those two units also?
05:00
Speaker 2
Mhm. Mhm. Regarding with that one, they will still be compatible. However, with those devices, since they are not using mesh technology, you may need to wire them directly to this linksys router, sir. However, if there are client devices like phones, like cameras, I rest assured that they are still compatible with this new router, the one that I'm recommending, too. [silence]
05:00
Speaker 1
They're repeating. Yes. Are they what? [silence] No, no. They're they're near their. [silence]
06:00
Speaker 2
just to confirm are those two units also a routers or are they linksys repeaters or all right if that's the like are they linksys repeaters or linksys wireless repeaters uh if that's the case yeah uh regarding with that one since they are like wireless repeaters or range extender uh it they may or may not work with this new router sir however for that you may need to con Netgear for it however if you want to like create a mesh system to your house uh you can actually purchase two or three of this MX 62 um sir and rest assured that all of these devices will be connected as one network.
06:00
Speaker 1
okay, what, what, I'm sorry, you're a little scratchy. What, what would I be looking for for the outbuildings? What, what are they again? just use them as a repeater wirelessly connected. Okay. Now, now, if, if I buy these, I'm gonna need help setting them up. Can you do that? Would I have to call you back to do that? [silence]
07:00
Speaker 2
the same Model sir which is the MX 6,200 yes sir since this MX 6,200 uses mesh technology so the setup would be the parent node will be the one that would be wired directly through your modem and then the other two will be wirelessly connected to the parent node or to each other yes sir or that two other nodes yes sir yes sir
07:00
Speaker 1
Okay. Okay. [silence] On Amazon, yeah. Yeah, I'm sure. So, you recommend the MX 6,200? Okay, thank you so much for your help.
08:00
Speaker 2
Rest assured that you can always contact us back if you need further assistance regarding these new routers, and also these new routers or nodes have a three years hardware warranty. Alright, and you can actually purchase the device on Amazon? Yes, sir. Yes, sir. That's correct. Your most welcome, sir. And thank you so much for your understanding and patience. Are we all? [silence]
08:00