V2 Rubric Detail — 929dbacc-8142-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 18:17
Duration
11m 42s
Contact
419-586-2667
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#EOS00137514
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E800_internet disconnection and weak wifi security

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp2.14/5
Overall33.9% (-24.1)

V2 Grader Summary

The agent correctly identified the E800 as an obsolete Wi-Fi 4 device (technical accuracy), but failed to perform any diagnostic troubleshooting, provide ownership, or set concrete next steps before recommending replacement. The interaction lacked empathy and structured guidance, leaving the customer's issue unresolved. No escalation was needed or warranted.

V1 Case Analysis

Customer reports weak security and frequent Wi-Fi drops on Linksys E800. Agent identified device as legacy (Wi-Fi 4), advised upgrade to Wi-Fi 7 router. No troubleshooting performed. Support eligibility likely expired.

Troubleshooting Steps
  • Identified router model as E800
  • Partially collected serial number
  • Explained device is legacy and uses Wi-Fi 4
Key Observations
  • Agent correctly identified E800 as a legacy device likely beyond end-of-support, aligning with business policy for EOS products.
  • No troubleshooting steps (reboot, firmware check, security setting review) were performed despite customer reporting connectivity issues — violates standard flow in adjacent_common_wifi_questions.md and universal_escalation_guide.md.
  • Agent overstated technical limitations by implying firmware/security cannot be improved via settings, which is inaccurate — E800 supports WPA2, and security warnings may stem from misconfiguration (universal_password_login.md).
  • Serial number was incomplete and no warranty lookup was attempted, missing protocol requirements (universal_escalation_guide.md).
  • Call ended with actionable self-help guidance (upgrade path), which is acceptable for EOS-eligible devices (universal_escalation_guide.md).
Positive Highlights
  • Correctly identified the E800 as a legacy device from the Cisco era, demonstrating product knowledge (universal_escalation_guide.md).
  • Properly advised that Wi-Fi 7 routers offer better security and performance, aligning with current standards (adjacent_common_wifi_questions.md).
  • Provided clear, actionable next step by recommending upgrade path and retail sources (Walmart, Best Buy, Amazon) — appropriate for end-of-support devices (universal_escalation_guide.md).
  • Maintained polite and professional tone throughout the call.
  • Acknowledged customer's daughter had already diagnosed the issue, showing active listening.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting for Wi-Fi connectivity (no reboot, no firmware check, no security mode verification) — violates standard flow in adjacent_common_wifi_questions.md and universal_escalation_guide.md.
  • Did not obtain full serial number or attempt warranty verification despite collecting partial data and creating a case — protocol violation (universal_escalation_guide.md).
  • Made technically inaccurate claim that resetting/reconfiguring would only have a '50/50 chance' of working — while E800 is outdated, basic fixes like reboot or security mode adjustment could still help and should not be dismissed without testing (universal_password_login.md).
  • Incorrectly stated that Wi-Fi 4 devices cannot meet modern security standards due to 'firmware and security' design — E800 supports WPA2, and security warnings may stem from misconfiguration or client-side OS changes, not inherent unfixability (universal_password_login.md).
  • Did not check or suggest reviewing current security mode (WPA2 vs WEP) which could explain 'weak security' warning — missed opportunity to resolve issue without hardware replacement (universal_password_login.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent recommended purchasing a new router but did not resolve the issue or provide any configuration fix for the existing E800; no RMA, workaround, or confirmed limitation was offered.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., firmware check, security settings review, or reset) were performed before concluding replacement was necessary.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the E800 as outdated and advised upgrade, which aligns with product lifecycle; however, no best-effort troubleshooting (e.g., firmware check, security mode adjustment) was attempted for an out-of-warranty device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified symptoms (weak security, disconnections) and attributed them to outdated Wi-Fi 4 technology, but asked no diagnostic questions to confirm root cause or rule out configuration issues.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (e.g., local admin interface, firmware version check, security settings review) were used despite being appropriate and necessary to assess the router's configuration.
T3 Met No misinformation conf 96%
Agent accurately stated the E800 uses Wi-Fi 4, is outdated, and that Wi-Fi 7 offers better security and performance—consistent with technical reality and KB expectations.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent responded to customer inputs but did not set expectations, agenda, or manage transitions; interaction lacked structure and drifted without clear guidance.
C2 Met Confirmed understanding conf 91%
Agent used accessible terms like 'Wi-Fi 4' and 'Wi-Fi 7' without excessive jargon and adapted explanations to a non-technical audience.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership beyond creating a case ticket; no follow-up commitment, troubleshooting path, or support continuity was established.
O2 Not Met Proactive follow-through conf 94%
No specific next steps, timeline, or callback commitment were provided—only a vague suggestion to buy a new router.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue was within scope for L1, though unresolved.
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 never acknowledged the customer's frustration or repeated attempts; no empathy was expressed.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a steady tone and answered questions, but did not actively adapt pace or check comprehension during key technical points.
X3 Met Overall experience conf 90%
Customer was not asked to repeat information unnecessarily or perform unneeded steps; interaction was concise and avoided procedural friction.
Call Transcript16 turns · 20 lines
Speaker 1
And our daughter came down and checked stuff out, excuse me. And she says that we are showing that we have a weak security when logging into Wi-Fi. And then she's got written here, "It kicks multiple users off." And then the Internet kicks off all the time. So, I called Spectrum and we had the modem inspected or whatever they do, you know, by phone, they can check it out. And they said...
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] Thank you for calling, Linksys. This is L, how can I help?
00:00
Speaker 1
they said it was okay, so now we're to our router and she gave me this number to contact you guys. Ma'am, and um, the only thing that i see on it, it's uh, it's a link, sa it's a cisco e800 e e8 yeah, e800 is what it says on it. Now there there is a reset e800 e is in ed 800 and it says, yeah, it's uh it says link sys cisco and they said you guys should be able to tell if maybe we're having some issues with that. okaya a serial number. Um, would it be
01:00
Speaker 2
E A. sorry. E A 100 800, okay. mm, okay, sir. Let me just double check that one for you. Do you have said the serial number?
01:00
Speaker 1
Would it be on the box itself underneath of it, or...? Okay, hang on just a minute. Okay, are you ready, ma'am? Okay, the serial number is one, three, nine, one. I'll do my best. What do you need? Um, we don't have an email address for the account holder. Okay. You're talking about us that live here, right? Okay. What what do you want then? Okay, my name, uh, it'd be, uh, the account or we we go through Spectrum is under Gerald and Robin Hall. H-A-L-L. Gerald and Robin. And our address is, um, 1603 Mockingbird. [silence]
02:00
Speaker 2
Right. And then let me create a case ticket, sir, for documentation purposes. That's okay with you? Can I have, sir, an email address? Okay. How about the first name and last name for the account holder? Yes, sir. No, just any name, sir. This is just for documentation purposes only since the call is recorded. First name, sir?
03:00
Speaker 1
Lane [silence] so, uh, okay yeah, that's what my daughter's got written here it says, it says uh week security when logging in to Wi-Fi. So we called Spectrum and they said that the modem was okay, and they give me the number for you guys and uh that's where we're at.
04:00
Speaker 2
[silence] Thank you so much, sir. Let me just double check the E800 here since you're getting a weak security with when you connect to the Wi-Fi, right? [silence] Okay. one of our legacy Routers which is actually part of our first generation devices, where we were actually associated with Cisco before, so this one, the reason why you're actually getting a weak security when you're connecting to the Wi-Fi, because if you have newer models, more likely the Wi-Fi security or Wi-Fi technology that this Router is using did not match already with the newer specifications of phones right now because this one uses an old Wi-Fi technology, which is Wi-Fi 4. So it's already way beyond the technology for Wi-Fi communications right now. The newer Wi-Fi technology today is we are using Wi-Fi 6E and that spectrum are already trying to upgrade their system since August of 2025 to cope up with the newer Wi-Fi technology. So most of our obsolete devices they're actually already trying to get rid of that one. So customers will upgrade for a much more better connection and then much more better Wi-Fi security, because this one carries an old this is in terms of firmware and security. This one is already outdated. So you might really need to consider getting a new router. So you'll have a much more better Wi-Fi security and then much more Internet stability, at least Wi-Fi 6E or Wi-Fi 7 router.
04:00
Speaker 1
A Wi-Fi 7, okay? Okay, okay, okay. Okay. Uh, okay, so you're saying that when we go look for a new router, try to maybe try to get one that's going to be a Wi-Fi 7. Okay. Okay. And they they are available. Now, could you get one of them like at your local Walmart, ma'am? Yeah. Okay. Oh. Okay. Oh, Amazon. Yeah. Do you know how much those usually run, ma'am, or you don't know? [silence]
07:00
Speaker 2
Um right now, sir. It would be best if you buy a Wi-Fi 7 router. Yes. Any brands, um if you can't find any Wi-Fi 7 router for Linksys. You can also try other manufacturers as well. As long as it is Wi-Fi 7, because that is what most of the internet ISP along US are trying to cope up with now. Correct. Yeah, you can actually, sir. Any retail stores like Walmart, Best Buy, Costco, Target, any retail stores or also Amazon. No, if we will try to reset and then reconfigure it, since the router is designed that way in terms of Wi-Fi technology and security, it will still provide you, uh, it may or may not work, so it's a 50/50 chance, so it would be best if you upgrade.
07:00
Speaker 1
you don't you don't know? Yeah. Well, no, the the Wi-Fi the Wi-Fi 7, you said, but it might not even be a Cisco then, right? But you said I can call you guys if we have any trouble, right? When we get it hooked up? We will. Okay. Okay. All right. We'll we'll we'll put it all together here and we'll see what we'll see what happens. But yeah, our daughter says, you know, that we're we're simply just very weak security when uh logging in the Wi-Fi and then it kicks off all the time, too. Like you can be on it for like a minute or two and it just kicks off. You're you're you're thinking it's probably the router, too then. Okay. Okay. [silence]
09:00
Speaker 2
for this one sir, the E800? This is actually... an... Wi-Fi, right. If you're going to purchase a Linksys Wi-Fi 7, you can actually give us a call, we can help you with the setup. Mhm. Yeah. It is really the either, sir, because um, if you're actually getting a Wi-Fi security prompt, so more likely you're using already like
09:00
Speaker 1
[silence] Okay. Now with that, [silence] Okay. Okay. On the y57, now, would that do you think my wife would have any trouble with her, her smartphone if uh having this router we got? Or is it possible? It's a Samsung, [silence] uh, it's a Samsung Galaxy something. Do you need to know everything about it, ma'am? Or? Yeah. [silence] Okay. [silence]
10:00
Speaker 2
a an iPhone 17 for a much more newer models of phones or smartphones. So they usually newer models right now for smartphones, they require a higher level of security since this one is actually using Wi-Fi 4 technology, so it's lower in terms of security. So Wi-Fi 7 would be best to match it. What's your smartphone, sir? For Samsung Galaxy, sir, I don't think that you will have a problem because Samsung, iPhones, much even if they're A series for Samsung, you can actually
10:00
Speaker 1
Okay. okay alright make that makes makes perfect sense. So so we'll get on a will get a new. uh wi-fi seven and we'll go from there and see what happens. ma'am okay okay I got your number. Thank you very much for your time. Appreciate it. alright yeah okay and you too thank you have a good weekend [silence]
11:00
Speaker 2
actually still be compatible with eh ? any routers even if that router is using on? Fi -7 and because it has a backward compatibility that will match the specifications of the phone that will connect to the Wi-FI. okay, so if anything else regarding Linksys, just give us a call, okay? You're welcome. Thank you as well for taking the time calling Linksys. Take care. have a good day. Thank you. Bye bye.
11:00