V2 Rubric Detail — a241c74c-716c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 14:38
Duration
5m 24s
Contact
608-391-0964
Issue Type
Hardware Fault
V2 Outcome
Unresolved
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
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution0.00/5
Technical3.12/5
Communication3.75/5
Ownership1.50/5
EscalationN/A
Customer Exp0.00/5
Overall31.4% (-32.6)

V2 Grader Summary

The agent correctly identified the WRT54GL as end-of-life and used system tools appropriately, but failed to perform any troubleshooting or offer best-effort support. No resolution path was provided, next steps were vague, and empathy was absent, leaving the customer with no actionable help despite clear distress. This results in an Unresolved outcome.

V1 Case Analysis

Customer's WRT54GL router dead after hard reset. Device is EOL; advised to replace with a newer router.

Troubleshooting Steps
  • Collected model number and serial number
  • Checked product support status (EOL)
Key Observations
  • Agent correctly identified the WRT54GL as end-of-life per KB guidance in adjacent_device_setup_scenarios.md, which states these devices are over 15 years EOL and no longer supported.
  • Agent skipped standard hardware-fault diagnostics such as verifying the power outlet, testing with a different power adapter, or checking for physical damage before declaring the device non-functional.
  • No attempt was made to confirm whether the customer had access to another power source or cable, despite the symptom being complete lack of power.
  • Agent did not acknowledge customer frustration or offer any self-help resources (e.g., KB article on legacy devices) beyond a generic Amazon suggestion.
  • Call was concise and moved directly to a closure path, avoiding loops or unnecessary steps.
Positive Highlights
  • Accurately identified the WRT54GL as end-of-life and unsupported, consistent with KB guidance in adjacent_device_setup_scenarios.md which explicitly states these devices are no longer supported due to security and compatibility risks.
  • Collected and recorded the correct model and serial number (transcript [02:00]).
  • Provided a clear next-step recommendation (upgrade to a newer router) appropriate for an out-of-warranty, unsupported device.
  • Efficiently handled the call without unnecessary detours or loops, maintaining forward progress.
Agent Errors / Gaps
  • Skipped standard hardware-fault troubleshooting (verify power outlet, power adapter, LED status) — per universal_isp_modem_diagnostics.md and general hardware triage principles, power issues should be isolated before declaring failure.
  • Did not confirm warranty status explicitly before stating the device is unsupported — while inference is valid, protocol requires clear confirmation or lookup when support eligibility is central.
  • Provided only a replacement recommendation without offering any self-help resources (e.g., KB article on legacy devices) or email follow-up, reducing operational value for an out-of-warranty customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent only suggested purchasing a new router without restoring functionality or offering any troubleshooting path to recover the device.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were performed (e.g., checking power adapter, verifying LED behavior, testing with different outlet); agent immediately cited end-of-life status after minimal inquiry.
R3 Not Met Correct resolution path conf 96%
Despite the device being out of warranty and end-of-life, the agent failed to offer best-effort troubleshooting (e.g., power cycle, reset procedure, physical inspection) as required by policy for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify or verify the actual symptom (no power LED) beyond customer description; skipped basic diagnostics and jumped to conclusion based solely on product age.
T2 Met Appropriate tools / resources used conf 92%
Agent used internal system lookup to confirm product’s end-of-life status based on serial and model number — appropriate use of tool for this scenario.
T3 Met No misinformation conf 94%
Correctly stated that WRT54GL is end-of-life and no longer supported; recommendation to upgrade is factually accurate and aligned with documentation.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent initiated call and asked clarifying questions but did not set expectations, manage timeline, or guide toward resolution; call ended abruptly without closure.
C2 Met Confirmed understanding conf 91%
Used simple, accessible language and responded directly to customer’s statements without technical jargon.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent remained on the call and provided a recommendation but did not attempt any hands-on troubleshooting or take responsibility for guiding recovery steps.
O2 Not Met Proactive follow-through conf 93%
No specific next steps were given — only a vague suggestion to 'search on Amazon' — with no timeline, follow-up, or support path outlined.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the end-of-life nature of the product.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No expression of empathy or acknowledgment of customer frustration; interaction remained transactional despite customer expressing distress over device failure.
X2 Not Met Tone & rapport conf 92%
Agent did not adapt tone or pacing to customer’s emotional state; maintained flat, informational delivery throughout despite signs of frustration.
X3 Not Met Overall experience conf 94%
Customer was told to buy a new router without any attempt to resolve the issue remotely, resulting in unnecessary cost and effort.
Call Transcript10 turns · 11 lines
Speaker 1
my linksys router is not working and i don't know why because up until
00:00
Speaker 2
Welcome to [silence]. Support, [silence] to ensure quality [silence] service your call may be [silence] monitored. [silence] For in warranty products our support [silence] team is [silence] available to help with performance [silence] and hardware issues. [silence] Register your product by visiting [silence] register.linksys.com [silence] Please have your device's serial number [silence] ready. [silence] For assistance, press one now. [silence] For out of warranty products, paid support [silence] may be available. [silence] Please have your device's serial number and [silence] contact [silence] information ready. [silence] If unavailable, kindly call back later. [silence] For out of warranty product, paid support [silence] option may be available depending on the issue. [silence] Thank you for calling. Thanks to technical [silence] support. [silence] This is Charm. How can I help you with today?
00:00
Speaker 1
Yesterday everything was fine, but I wanted to go online this morning and I can't. I'm not getting Wi-Fi service, and it is because the Linksys router, um, I can't get it to turn on. It's, I, I don't know what's going on. No, I checked that. My router is on. Every, my light's are on, everything is on. Okay. The model number is WRT 54 GL. And I can't get that router to power on. The light in the front don't power at all. I press the on and off button. It don't do anything. I plug it in and unplug it. It, it, itt's dead. It's just nothing. It's just a brick right now. I got another router and it doesn't work either. But I can't get to my computer to go to the Linksys and watch and see what my password is. My computers are down because of the router, so I wanted to reset it. I did a hard reset. I held it in for 30 seconds. It doesn't change on my router. Didn't blink or nothing. I've tried it everything and it still not work. It's not the Wi-Fi, I don't think it's my cat-5 cable. What else could it be? Well, I would put the Linksys router in my closet. But it don't power on. It just sets there. It's dead. If you can help me over the phone or off the hard reset, everything was working fine. My Linksys worked fine, but then all of a sudden it's dead after I did a hard reset and now it's a hard brick. I don't know what else to do. Enjoy. So I get off and then she says.
01:00
Speaker 2
All right. before it disconnected to the network. Is there any power outage or any internet outages happened? Got it. Oh yeah, I see. Got it. Thank you so much for that information, right? Okay. May I know kind of provide the model number and the serial number of this router that you have. The Linus Prouder.
01:00
Speaker 1
The model number is P SP 54GS 2B1 and the serial number is CU QO1 JB48100 spectrum.
02:00
Speaker 2
Got it. Let me put up here. Please stay with me for a moment. All right. So may I know them also who is your internet service provider? Spectrum. Got it. Let me put up here. All right. So based on the record here, ma'am, with this serial number and the model number that you provided to me, your device was already part of our end-of-life and end-of-support device. It means that we don't provide technical support for this device anymore and also no updated firmware and we don't manufacture the device anymore, ma'am. Um, maybe that's the reason why it get disconnected to your network because, um, your router was already outdated and your spectrum modem
02:00
Speaker 1
So I'm sorry you said something about our latest router. So what would, oh, update? And how, okay. All right. And I cannot do that through you, correct? Okay. Okay, very good. Very good. [silence]
04:00
Speaker 2
Keep on updating and it will not cope to the updates, to the software updates of your modem. So what I can highly suggest to you ma'am, is for you to upgrade to the latest router that will cope to your modem ma'am? Yes. Yes, you need to update or purchase a new one. Um, no ma'am. If you want to purchase a new one ma'am, you can search for it on the Amazon website or check on your local store.
04:00
Speaker 1
[silence] All right. Thank you very much. Okay. Bye-bye.
05:00
Speaker 2
All right. Thank you so much, all for ma'am and have a good one. Bye for now.
05:00