V2 Rubric Detail — 97e2b364-6c13-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 19:18
Duration
7m 39s
Contact
814-841-0107
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall26.1% (-29.9)

V2 Grader Summary

The agent identified the E1000 as a legacy device and advised replacement, achieving partial resolution (R1 Partially Met). However, no troubleshooting was performed, technical accuracy was poor (T3 Not Met), and communication failed to reduce customer effort (X3 Not Met). The outcome was limited by lack of diagnostic process and ownership.

V1 Case Analysis

Customer has an E1000 router, a legacy Linksys model no longer supported. Agent advised returning to Walmart for replacement but provided no setup assistance.

Troubleshooting Steps
  • Requested serial number and model number
  • Checked internal support status for the E1000 model
Key Observations
  • Agent incorrectly identified the E1000 as a 'Cisco router' [05:00], which is factually inaccurate per Linksys KB.
  • No troubleshooting or setup guidance was provided despite the customer's need for assistance.
  • Agent did not offer any self-help resources (e.g., KB articles, setup instructions) for the E1000, even though basic steps like accessing http://192.168.1.1 could have helped.
  • Agent clearly communicated the lack of support and provided a next-step recommendation (return to retailer).
Positive Highlights
  • Polite and professional tone throughout the call.
  • Clearly communicated that the device is no longer supported by Linksys.
  • Provided a concrete next-step (return to retailer for replacement).
Agent Errors / Gaps
  • Incorrect product identification: referred to E1000 as a 'Cisco router' [05:00], which contradicts Linksys KB and brand history.
  • Failed to provide any self-help guidance or direct customer to setup documentation for the E1000, despite the customer's need for setup assistance.
  • Did not attempt basic troubleshooting steps (e.g., login to http://192.168.1.1) that could have helped the customer despite lack of official support.
  • Misled customer about product ownership, potentially causing confusion about support responsibility.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent explained the E1000 is no longer supported and advised replacement, but did not confirm if the device was actually the customer's router or clarify setup confusion, leaving the core issue unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps were taken (e.g., checking if device was modem/router combo, attempting setup); agent immediately defaulted to end-of-support declaration without troubleshooting.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified the E1000 as legacy but failed to verify support status via system tools; advised return to retailer without confirming purchase date or warranty eligibility.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent did not identify symptoms, ask relevant diagnostic questions, or follow a logical process; jumped to conclusion without isolating the issue.
T2 Not Met Appropriate tools / resources used conf 90%
No use of internal tools to verify device support status, firmware, or known issues; relied solely on verbal model number without cross-checking documentation.
T3 Not Met No misinformation conf 95%
Agent incorrectly referred to the device as a 'Cisco' router (E1000 was sold under Linksys brand) and stated unverified end-of-support date (July 2022) not documented in KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but failed to frame interaction, clarify device confusion, or guide customer through setup steps; repetitive questioning without structure.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not adapt to customer's confusion between modem and router; missed opportunities to confirm understanding or simplify explanations.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of helping customer set up the device; immediately redirected to Walmart without attempting resolution or offering alternatives.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested returning to Walmart for replacement, but provided no timeline, follow-up, or actionable steps for immediate connectivity.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for an unsupported device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but used a flat, transactional tone; acknowledged customer's situation but did not express empathy for frustration or confusion.
X2 Partially Met Tone & rapport conf 80%
Agent responded to customer's pace but did not adjust communication style to reduce confusion; repeated requests for model/serial without clarifying purpose.
X3 Not Met Overall experience conf 90%
Customer was asked multiple times for model and serial number despite confusion; agent increased effort by not clarifying device identity or guiding setup.
Call Transcript16 turns · 16 lines
Speaker 1
[silence]
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 the register.linxsys.com please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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. Hi, thank you for calling. This is she. How can I help you today?
00:00
Speaker 1
... an internet worker it here. He's uh he put internet in the location, but I don't know how to set up this router, um, Right, there you go. Yes, correct. You don't know how to set up Yes... it would be on the modem be, L and 21, L and Larry, 401 373.
01:00
Speaker 2
I see. So this is the first time you're setting up this router ma'am? Okay, so for us to proceed may I have the serial number of your Linksys, please? Ma'am, let me just confirm. Is this serial number from the Linksys or from the modem? Oh, okay.
01:00
Speaker 1
how where do I locate that? [silence] Yes, that's where that's the um that's what I'm giving you. That's the serial number that's underneath the device. correct. I I don't understand device and modem like what device are you referring to? [silence] E1000. [silence] Sure, it's E1000. Uh spectrum.
02:00
Speaker 2
Okay, can you provide me the serial number of the lengthless please that will be underneath the device, ma'am. The modem, right? Okay. Can you please read to me, ma'am? Or can you please check what is the model number of this device please, for me to confirm? 21000. Okay, let me just check, okay? Who is your internet provider, ma'am? Spectrum. Okay, so on this Spectrum uh modem, maam, this is actually the modem. On this Spectrum modem, you have there a device.
02:00
Speaker 1
Yes. I'm sorry. What was that? Okay. Okay. Stop. I'm on the. Oh, there's supposed to be a device that's connected to the modem. Okay. I don't. Okay. I have a wireless. It says the wireless phone cord adaptor. I don't have anything else. [silence] Oh, the Internet's having a seizure. I've got like games going on in the background. Just really? Like we're unstable.
03:00
Speaker 2
Yes.
03:00
Speaker 1
A white tower. I did not have that. I got this equipment straight straight... yes, correct. Sure. Okay. that's all I see. yes, correct. Okay.
04:00
Speaker 2
Power that has the label like this, okay? um this this e1000 is the only device you have right now. Okay. Okay, this let me just check on this one, mam. Okay, just give me a couple of seconds. Okay, um let me confirm. Is this um let me get. Is this like a black box, mam? Flat one. I see. Does it has the label Cisco on the top? Okay. Let me confirm, okay? you have a license that has the like
04:00
Speaker 1
Um, about a couple months ago. I can't give you an exact date. Yeah, a couple months ago. Walmart.
05:00
Speaker 2
may I know when was this purchased, ma'am? [silence] 145 ago? [silence] okay. [silence] can you can you confirm or can you you know where was this purchased, ma'am? [silence] Walmart. [silence] ma'am, actually this device this is already part of our legacy devices and unfortunately we no longer support this router, ma'am. this E1000 you have. this is actually a Cisco [silence] e1000, uh e1000 router.
05:00
Speaker 1
How long has it been since you guys didn't support that? Oh, so that's, this would be the right one then. Hey, can you cancel that? They don't even support this router anymore. She said they can't, uh they don't they haven't supported since 2022 so, . I don't know. That's weird though.
06:00
Speaker 2
A Cisco router, modem router, sorry, Cisco router. And we already not supporting this type of devices. Ma'am, I will suggest if it can if if if you have the receipt for this one I will ask you to uh bring this back to Walmart and replace it with another device or another router. Yes, the um We ended the support for this one last July of 2022. Yes, ma'am.
06:00
Speaker 1
Do they still sell this device currently or they stopped selling it? Really? Okay, so maybe I'm wrong. I'm so sorry. Okay. Thank you. No questioning white. Okay. You too. Thank you. Bye.
07:00
Speaker 2
This, I'm sorry, ma'am, this device should not be sold anymore, ma'am, on any platforms or any stores. Okay, that's okay, ma'am. Anyways, much better if you can bring this back to Walmart and have it replaced with a newer one or a newer router. You're welcome and have a good day and please stay safe.
07:00