V2 Rubric Detail — 8cbe8f30-7aeb-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 16:39
Duration
8m 11s
Contact
Carlos Perava
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#EOS00136379
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

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

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall73.6% (+17.6)

V2 Grader Summary

The agent correctly identified the WRT54G as end-of-life and provided technically accurate information regarding the lack of firmware updates and security risks. By offering a best-effort path via email setup instructions, the agent adhered to the OOW support standard. No KB contradictions were found.

V1 Case Analysis

Customer called for help connecting a WRT54G-BER.6 router to Wi-Fi. Agent misidentified model as WRT8284G, declared it end-of-support, and offered to email reset/setup steps. No live configuration or verification performed.

Troubleshooting Steps
  • Requested and recorded serial number.
  • Requested and attempted to record model number.
  • Incorrectly identified model as WRT8284G instead of WRT54G-BER.6.
  • Declared device end-of-support without confirming exact model.
  • Offered to email generic reset and setup instructions.
Key Observations
  • Agent misheard and misstated the model number as WRT8284G (a non-existent model) at [05:00], despite the customer clearly stating WRT54G-BER.6 at [04:00] and [05:00].
  • No actual Wi-Fi setup steps were provided; the agent defaulted to declaring the device unsupported without attempting basic guidance.
  • The agent failed to verify the customer's ability to connect after offering instructions, leaving the issue unresolved.
  • The WRT54G is a legacy model, but it is still listed in the KB under E Series/WRT Series, and basic setup guidance (e.g., connecting to Wi-Fi) should still be provided for out-of-warranty devices.
Positive Highlights
  • Requested and recorded the serial number, model number, email, and ISP as required [01:00–07:00].
  • Confirmed the customer's internet service provider (Xfinity), which is relevant for setup context.
  • Offered to send a follow-up email with setup instructions, providing a self-help path for an out-of-warranty device.
Agent Errors / Gaps
  • Incorrectly identified the router model as WRT8284G (a non-existent model) instead of WRT54G-BER.6 [05:00]. This is a clear technical accuracy error.
  • Repeatedly misread the serial number during confirmation, causing confusion and lack of confidence in data accuracy [02:00–03:00].
  • Declared the router end-of-support without verifying the actual model against official support status. While the WRT54G is legacy, it is not explicitly listed as end-of-support in the KB, and basic setup guidance should still be provided.
  • Did not provide any live step-by-step guidance for connecting the router to Wi-Fi, despite the customer's clear request. The KB (adjacent_connecting_devices.md) provides clear instructions for connecting devices to Wi-Fi, which the agent should have followed.
  • Failed to verify successful connection or network functionality before closing the case. The agent did not confirm whether the customer could access the router's web interface (192.168.1.1) or successfully connect to Wi-Fi.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Agent identified the product as end-of-life and offered to email setup/reset instructions, which constitutes a best-effort outcome for an unsupported device, though the issue was not fully resolved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent collected model and serial number, confirmed EOL status, and offered setup guidance via email—minimal but targeted troubleshooting for an unsupported device.
R3 Met Correct resolution path conf 96%
Agent correctly identified EOL status and offered appropriate paths: purchase new router or follow emailed reset steps—aligns with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent asked for model/serial to determine support status—a logical diagnostic step—but did not probe symptoms beyond initial setup intent.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal product lookup to confirm EOL status, which was necessary and appropriate; no further tools were needed.
T3 Met No misinformation conf 97%
Information provided (EOL status, no firmware updates, security risks) is factually correct per Linksys policy and product lifecycle. The WRT54G is a legacy model not listed in current mesh or managed switch KBs, supporting the EOL claim.
Communication
C1 Met Clear & professional language conf 95%
Agent opened call clearly, set expectations, maintained control, and closed with a defined next step (email within 3–5 minutes).
C2 Partially Met Confirmed understanding conf 89%
Agent apologized for lack of Spanish support but continued in English without confirming comprehension; otherwise used simple language.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case, did not transfer, and committed to sending setup instructions via email.
O2 Met Proactive follow-through conf 97%
Agent specified timeline (3–5 minutes), confirmed email address, and informed customer of next action.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given EOL status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent acknowledged language barrier with apology but provided limited empathy regarding customer’s frustration with a non-functional device.
X2 Partially Met Tone & rapport conf 87%
Agent remained polite but did not adapt tone or language to customer’s apparent non-native English or emotional state.
X3 Partially Met Overall experience conf 88%
Repeated request for serial number spelling caused minor repetition, but agent reduced effort by offering email instead of live walkthrough.
Call Transcript18 turns · 18 lines
Speaker 1
Yeah, is there somebody who speaks Spanish? Okay. Okay, you know, I called because I get a new Linksys, I don't know if it's router or, I don't know modal router. And...[silence][silence]
00:00
Speaker 2
Welcome to link sys 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. Hello. Thank you for calling link. It's technical support. This is charm. How can I assist you today? Uh, I apologize, sir, but we don't have direct support that speaks Spanish, but you can communicate through our chat supports, sir. [silence]
00:00
Speaker 1
I wanted to know how they work. How I can connect to my Wi-Fi network? [silence] the serial number. [silence] this does start with SN.
01:00
Speaker 2
I see all right so it's your first time setting up this router. All right um I can walk you through on how to do it. Sure. But before you proceed can you provide the model number and the serial number of your linksys router? Yes the serial number and the model number. It's printed on the label sir as under the router. Yes.
01:00
Speaker 1
Okay. A is C-D-F-D-1-F-7-H-1-6-0-2.
02:00
Speaker 2
Okay, let me see here. All right, the serial number that you provided to me, sir, and correct me if I'm wrong is C-D-FD-Y.
02:00
Speaker 1
Can you repeat again, please? Yeah. No. Uh wait. If the second, D is number one. Is C. Okay. D C D F D one F seven H one six zero two.
03:00
Speaker 2
Alright, CEO 771, overthrow 602 is correct. All right C as in Charlie, D for Delta, F for frank, D for Delta, Y for Yankee, F for frank. All right, so circle. You're a number, VIA. All right. So we
03:00
Speaker 1
Yes, the model, uh, okay, yeah, is W-R-E-A-F-O-R-G-I don't know, the other number is B-E-R point six.
04:00
Speaker 2
And this is for the Linksys router that you have, that you just purchased. Can you see there the model number, sir? On the label? it's WR WRT. What's the number again,
04:00
Speaker 1
Okay. Can WRT repeat. Okay. Is W-R-T 5 4 G-B-E-R dot 6 Okay.
05:00
Speaker 2
Uh, what's the new number again? Sir, WRT8284 G., is this correct? [inaudible] So, based on the record here, Sir, with this model number that you have, this router was already part of our end-of support router and also end of life. It means that we don't provide technical support for this router anymore. And we'll have to support this until we're
05:00
Speaker 1
Okay, because I because I I But it on the garage Garage cell and the person you who same who sell to me, they say they will work on my network.
06:00
Speaker 2
also no updated firmware and we don't manufacture this device anymore. So what I can highly suggest to user is to purchase a new router since this router is already was already outdated and the security of this router is not so secure anymore. But if you still want Mhm. yes. I see. but this is what this router is already outdated sir, but if you still want to use this router, what I can do here is, I can send you an email on how to reset and set it up this router. You can just follow the
06:00
Speaker 1
this. Okay, yes. Yes. Okay is Carlos Peraza Shoesooh at yahoo.com. The razzupsp. p. e. r. a. v. a. Yes. Number one. Ascending.
07:00
Speaker 2
Alright. Can you provide your email address so I could send email? Can you spell out for me your last name sir? Poraba. Alright. So it's Carlos Poraba 202@yahoo.com. Is this correct? Got it. And also, do you know who is your internet service provider? Xfinity. Alright. So definitely expect an email from me within three to five minutes after we are
07:00
Speaker 1
okay thank you bye
08:00
Speaker 2
and I call. All right. Thank you so much and have a good one. Bye for now.
08:00