V2 Rubric Detail — a2421e04-603c-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-04 17:41
Duration
9m 32s
Contact
Donna Golden
Issue Type
Firmware Update
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132281
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Inquiry

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.44/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall69.6% (+13.6)

V2 Grader Summary

The agent correctly resolved the customer’s question by confirming the MR8300 is end-of-life and will receive no further firmware updates, providing accurate technical information and a relevant replacement suggestion. While the interaction included initial confusion and suboptimal communication, the agent gathered necessary details, avoided escalation, and delivered a valid outcome, meeting the core requirements for resolution and technical accuracy.

V1 Case Analysis

Customer asked if E900 still receives firmware updates; agent confirmed it is EOL and no longer gets updates. Offered vague MX2000 recommendation. No further action required.

Troubleshooting Steps
  • Collected customer name, phone, email, and address.
  • Identified product model as E900.
  • Informed customer that E900 is end-of-life and no longer receives firmware updates.
  • Attempted to collect serial number (unsuccessfully).
  • Discussed replacement options.
Key Observations
  • Agent correctly confirmed E900 is end-of-life and no longer receives updates (06:00).
  • Pursued 'call logging' feature that does not exist on Linksys routers (02:00).
  • Failed to capture serial number despite multiple attempts (04:00–05:00).
  • Misheard customer name as 'Diana'/'Dana' instead of 'Donna' (02:00, 08:00).
  • Introduced confusing term 'Nemoza' during MX2000 recommendation (08:00).
Positive Highlights
  • Correctly identified E900 model and confirmed end-of-life status per KB (06:00).
  • Collected complete customer contact information (name, phone, email, address).
  • Clearly communicated that no future firmware updates will be released for E900.
Agent Errors / Gaps
  • Pursued enabling 'call logging' through the router, a non-existent feature (02:00).
  • Failed to obtain correct serial number despite repeated attempts and confusion (04:00–05:00).
  • Misheard and misstated customer name as 'Diana' and 'Dana' (02:00, 08:00).
  • Provided vague and technically unclear MX2000 recommendation with unexplained term 'Nemoza' (08:00).
  • Did not clarify that MX2000 is part of a mesh system, potentially misleading customer who wants a standalone router.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed the MR8300 is end-of-life and will receive no future firmware updates, directly answering the customer's core concern about security patches and safety.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for model/serial number and verified EOL status, but did not check firmware version or auto-update settings in the router interface to confirm update status before concluding.
R3 Met Correct resolution path conf 90%
Agent correctly identified the device as EOL and advised that no further updates will be released, then offered a relevant newer model (MX2000) as a replacement path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (uncertainty about firmware updates) and asked for model/serial, but did not ask about current firmware version or auto-update setting to diagnose root cause.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent likely used internal tools to verify EOL status, but did not access the router’s web interface or firmware database to confirm current update status, missing a key verification step.
T3 Met No misinformation conf 95%
All technical statements — EOL status, no future updates, functionality limitations — are factually correct per Linksys KB and product lifecycle policy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gathered required info and stayed on track after initial confusion, but failed to set expectations and briefly misinterpreted the request as call logging.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language and confirmed details, but initially misunderstood the query and did not clarify or adapt after realizing the confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, collected necessary details, and provided a complete answer without transferring.
O2 Partially Met Proactive follow-through conf 80%
Agent recommended a replacement router but gave no timeline, purchase guidance, or follow-up steps; however, the issue was informational and resolved.
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 performed and none was warranted — the issue was resolved with product lifecycle information.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but used a transactional tone, with no acknowledgment of customer frustration or concern about router lifespan.
X2 Partially Met Tone & rapport conf 80%
Agent maintained engagement and confirmed understanding of key details, but did not adjust tone or approach after initial miscommunication.
X3 Partially Met Overall experience conf 80%
Customer had to repeat model/serial info multiple times, but agent eventually gathered it and resolved the query without unnecessary holds or steps.
Call Transcript20 turns · 20 lines
Speaker 1
Yeah. I've been looking online to see if my.
00:00
Speaker 2
Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today? [silence] 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 service options, press two. 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
Router is still receiving security patches and updates? It says that it's up to date but, um, I, I can't find the, it's about maybe three years old, and I can't find the, um, uh, information online. I did try. I just want to know if it's still good to use, you know, safe. Yes. Well, it says that at the, uh, [silence]
01:00
Speaker 2
[massive bass] mm. uh-huh.
01:00
Speaker 1
Firmware is up to date, but, um, I have no idea when that firmware, was put on there. Could have been... Okay it's uh Donna Golden. Uh-huh. Yes. Golden G-O-L-D-E-N. That's right. Mm-hmm.
02:00
Speaker 2
Alright ma'am, no worries. Um, let me check on this one and see what I can, uh, provide you. So, in order for me to provide you an accurate answer to your, queries, let me just run some verifications with you and gather some information about your Linksys router. Okay? So, let me just create a quick record here starting with your full name. I'm sorry, your name is Donna? Right? That's D-O-N-N-A. Uh, what's your last name again? Oh, Golden. All right. Thank you so much for that one. And, uh, what could be your present 10 digit phone number? [silence] '@'1-P@Is your address 123 Um, I'm sorry I missed that. University Town home? Mah, 89953. Uh-huh. Okay. And what can you tell me about your little miss router ma'am? Uh-huh. The model? Uh-huh. There you go. E 900 [silence]. Okay. Uh let me just uh kind of use a diagram to see what's the type of router that you have. uh-huh. So, um you'd said earlier you want to do certain functionalities to the router uh-huh. what exactly do you want to do ma'am? Uh-huh. Recently purchased the Linksys Smart Wi-Fi, uh-huh. I'd like to set up a report where we can confirm who calls me and who receive to calls. Uh-huh. So, you'd like to I believe uh be informed about the received calls on your , sorry, on your Wi-Fi router, right? Uh-huh. Okay, let me just, uh let me just get you that done. Um you just have to let me just log in to my Linksys first. Alright ma'am, so I have logged in to yourokia Linksys router. Unfortunately, we cannot enable logging of calls through router as this is not a functionality of Linksys router, ma'am, but I could provide you a linkthat you could be guided on how to configure your settings on your router. Would that be okay?
02:00
Speaker 1
Lempert47@yahoo.com, okay, so it's uh sure, it's L E M like Mary, P like Peter, E R T like Tom, the number is 47 at yahoo.com, right uh-huh uh, yes, uh, yes.
03:00
Speaker 2
Can you also provide me your email address? I'm sorry, uh can you repeat that one again? At number 47 at Yahoo.com. Okay. So that's limp@47 at yahoo.com. Alright. And uh let me also verify your phone number. It's 5, 8, 5, 5, 2, 0, 5, 2, 9, 8. Right. Alright. Thank you so much for that one, Miss Diana. Okay, uh so now can you provide me the model number.
03:00
Speaker 1
yes it's uh M R 8300 v 1.1 29v 1.1 m Okay, two, two, nine V 1.1 m, like Mary, two, two. three Oh 1827. [silence] uh, no. it's, two, it's, no, it's, let me read it to [silence]
04:00
Speaker 2
uh huh and uh-huh alright and how about the serial number? I'm sorry can you uh is that the serial number? Let me just repeat that's V 1 1 M 2 2 C 0 0 or no 1 8 2 7. um I don't think this is the serial number Ma'am.
04:00
Speaker 1
serial number and then it's 2-9 v just victor 1-1 m just merry 2-2 c 0-1-8-2-7 i think it's spectrum is it i don't know i think it's spectrum
05:00
Speaker 2
Oh, okay, uh, oh, two, 9, uh, uh, two, 7, all right, thank you so much for that. let me, uh, may I also confirm who's your internet service provider? Spectrum, all right, all right, ma'am, no worries. okay, and all right, um, checking here, ma'am, uh, shows that your linksys router is actually a
05:00
Speaker 1
Yep. yeah. Yep. Yeah, uh-huh. Yeah. Yeah. Yeah. [silence] Okay. Um,
06:00
Speaker 2
And that's already part of our end-of-life devices, which means we no longer manufacture this product, and, well, technically also no longer update its firmware. So, basically, the last update of your router or firmware is what's showing on your end at the moment. So, since this is already end of life, support remains available. However, that also varies depending on the warranty of the device, and also the product is no longer eligible for replacement or refund. So yeah, and there will be no future firmware updates as well that will be released for this product.
06:00
Speaker 1
Okay. Do you have another router that's comparable a newer one? Um, yeah, I don't I don't need a mesh router. I just need like a plain router.
07:00
Speaker 2
Since it's an EOL device, [silence] Right now, ma'am, we are working on or we provide a more advanced uh bitmesh routers. So technically, uh we integrated, uh, okay. Well, actually, ma'am, you can have um like, you know, if you don't really want to to multiple routers interconnected to each other, you can just purchase one one node to serve as your router. Uh that actually works fine.
07:00
Speaker 1
Yeah. All right. Okay. Well. Okay. Uh, Oh. Yeah, I don't want an armor old one. I'll just have to, I don't want to have to keep buying routers every what, year or whatever. I mean, that's that's crazy. They they don't last very long.
08:00
Speaker 2
mhm. So if uh I can suggest I would be recommending you know if you you have an area of like just like um 150 or to 2,000 square feet you I can recommend you the MX 2000 if you can still find one on the market. So that's MX 2000. So it's got a Nemoza mhm mhm which also has an outage on it. Yeah. Um well it actually depends it still depends on you know your area if you constantly have outages well that would really cause some issues with the router so it's a mhm.
08:00
Speaker 1
All right. Well, I appreciate your, uh, information. Okay. Yup. Okay, thank you. Hmm, have a good day. Bye-bye. Bye-bye.
09:00
Speaker 2
It would last if there's no issues, technically. Alright, and appreciate your time as well, Miss Dana, for calling Lennox. So, yeah, alright, you're very much welcome. You too, have a great day. Bye bye.
09:00