V2 Rubric Detail — 95fa4792-6079-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 00:57
Duration
20m 15s
Contact
Joe Smarsh
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132348
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp1.79/5
Overall29.8% (-26.2)

V2 Grader Summary

The agent correctly identified the PAP2T as end-of-life with expired support, but failed to conduct any troubleshooting or provide best-effort guidance for an out-of-warranty device. No diagnostic steps, tools, or meaningful next actions were offered, resulting in an unresolved case with poor customer experience despite technically accurate information.

V1 Case Analysis

Customer unable to access PAP2T VoIP adapter UI; device is EOL with support expired since August 2022. Advised to check support.linksys.com and consider replacement. No troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misidentified the product as 'pop 2T' and incorrectly referenced the MR8300 router, which is unrelated to VoIP adapters.
  • No troubleshooting steps were performed despite the customer reporting a basic connectivity/access issue.
  • Customer expressed clear frustration and intent to return the product, indicating no resolution or meaningful support path.
Positive Highlights
  • Correctly identified that the PAP2T is end-of-life and support officially ended in August 2022, setting appropriate expectations.
Agent Errors / Gaps
  • Incorrectly identified the product model as 'pop 2T' instead of PAP2T.
  • Incorrectly referenced the MR8300 router in the context of a VoIP adapter issue, demonstrating confusion about product lines.
  • Failed to perform basic troubleshooting steps such as power-cycle, cable check, or firmware access attempt.
  • Offered only a generic website link without specific guidance or relevant KB articles for the PAP2T.
  • Did not acknowledge customer frustration adequately or provide a clear next step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent did not resolve the issue or provide any troubleshooting path; only directed customer to website and suggested buying a new device.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps taken (e.g., power cycle, LED check, network connection); jumped straight to end-of-life status without troubleshooting.
R3 Not Met Correct resolution path conf 97%
Agent correctly identified EOL status but failed to provide best-effort troubleshooting for OOW device, violating OOW standard which requires meaningful assistance even if no RMA is possible.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify symptoms systematically; skipped basic questions like power status, network setup, or error details before declaring support ended.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote access, logs, web UI check); relied solely on verbal description despite needing confirmation of device state.
T3 Met No misinformation conf 98%
Agent accurately stated the PAP2T is end-of-life, support ended August 2022, and provided correct support URL (support.linksys.com).
Communication
C1 Partially Met Clear & professional language conf 92%
Agent collected basic info and introduced themselves but failed to set expectations or guide toward resolution; conversation became reactive.
C2 Met Confirmed understanding conf 94%
Agent used plain language, confirmed understanding (e.g., repeating 'AOLfinity'), and adapted when customer asked about newer models.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent stayed on the call and did not transfer, but offered no active help beyond website referral, limiting ownership of the case.
O2 Not Met Proactive follow-through conf 96%
No specific next steps given (e.g., check AI tool, contact Amazon); no timeline or follow-up commitment made.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted—customer had out-of-warranty product with no indication of unresolved prior effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent said 'I really do apologize' but did not acknowledge customer’s frustration about a newly purchased non-working device.
X2 Not Met Tone & rapport conf 93%
Agent maintained a flat, disengaged tone; did not adjust to customer’s growing disappointment or attempt to de-escalate.
X3 Partially Met Overall experience conf 89%
Did not make customer repeat information, but failed to reduce effort by offering actionable steps—only suggested external resources.
Call Transcript15 turns · 16 lines
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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your please have your devices 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
Oh yeah I'm calling about a uh a uh voice over IP adapter linksys um the uh model number pap2t. Yes it is F as in Frank L as in Larry I as in India 0000K 0016006. Yes it is Joe.
13:00
Speaker 2
Thank you for calling Lynks says this is happy how can I help you [silence] Okay can I have the serial number sir? [silence] Okay I'm just gonna check the serial number here and while waiting please can you have your name so I can uh uh create a record. I'm sorry, how do you spell your last name? Smarsh. Okay, and your email address. And who is your internet provider? AOLfinity. AOLfinity. Okay. Yes. What seems to be the problem with your with your adapter with your phone adapter?
13:00
Speaker 1
IP address into it and when I do use the phone and and do the uh star star star star and 110 pound it returns the IP address to me but when I hook it up to the computer I can't it it says um not found or found out when I do the uh you know when I enter the IP address into the computer to access it yes oh uh I I don't know about a week or two ago um um it would take me a minute to find that but Do you need exactly need that?
15:00
Speaker 2
Okay. you mentioned that you just purchased a device. when is the date of purchase? when is the exact date of purchase? like uh yes sir.
15:00
Speaker 1
Oh yeah, like two weeks ago. Yeah last week I don't have a calendar in front of me, but um I just received it last week so May I don't even have a calendar in front of me. Okay. [silence]
16:00
Speaker 2
like just an estimate is it my 22 28th. Okay all right. Yes um okay. So actually sir, I just uh checked the model number of your device um pop 2T. And it seems that your this device is one of our end of life devices, okay, um the technical support, um is is also not covered for this, sir Jo. It ended the technical support ended last August 2022. Okay.
16:00
Speaker 1
so so this is one of those um out of warranty things that i gotta pay extra for tech support on you're saying it's 2022 that was 2022 was four years ago
17:00
Speaker 2
So, what we can actually offer, I'm not sure if you can still get, um, if it's still available on our website, cause we do have a website, which is support.linksys.com. So, I'm not sure if it's still available there, because again, uh, this is one of our older models. Um, it's even one of our legacy products, so, uh, not sure if it's in there. So, uh, yeah, I really do apologize. Yeah, even the technical support for this one is not covered, sir. Because the tech support already ended last August 2022. So what we can only offer is our website, which is
17:00
Speaker 1
So I'm buying stuff off Amazon. It's no good. Okay. That's good to know. All right. I mean, I saw. Go ahead. Well, yeah, I'm definitely going to return it. I'm definitely going to return it.
18:00
Speaker 2
Yes, that is correct sir. Yeah, so, I would suggest if you cannot find any related information regarding this device on our website, cause we do have a support site, which is support link-sys dot com. We have a related articles there regarding your device, and we also have an AI tool at the bottom right. So you can ask our AI how to set up this MR8300 device. So you can take advantage of that. And yeah, another option, I understand, um, I understand that this is just newly purchased, but since this is newly purchased, another option is you can actually try to contact Amazon and get a newer model, um, that, um,
18:00
Speaker 1
well this is yeah so it's doesn't do me any good. But I mean it's can't but it doesn't even access the even do what it's supposed to do even though it's out of warranty I can't you know everything on the internet that I've tried it doesn't it's like it's not working. I've had some uh technical guys look at it and everything and they're like I don't know we can't get into it and I'm like well it's brand new from Amazon so I don't know well I think it's brand new from Amazon. Okay well What what are your your newer models for uh uh voice over IP phone adapters? All right.
19:00
Speaker 2
yes yeah [silence] yeah yeah there are a lot of devices in Amazon that's uh already you know um it's it's old maybe it's uh we no longer manufacture these products or so yes
19:00
Speaker 1
All right. Well, I'll stop wasting your time then. Yeah. Okay. I'm screwed. Bye. Bye. Thank you. Yep. Have a good night.
20:00
Speaker 2
Mm-hmm. Bye. Okay, so, Joe. So, well, thank you for your time, sir. Yes. Thank you again for calling Linksys. This is Seppi. Have a great night. Bye-bye.
20:00