V2 Rubric Detail — a33077a2-658c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 11:56
Duration
8m 7s
Contact
No name
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#GI00133085
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Inquiry call

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution2.50/5
Technical0.00/5
Communication5.00/5
Ownership3.00/5
EscalationN/A
Customer Exp5.00/5
Overall54.4% (+26.4)

V2 Grader Summary

The agent correctly confirmed the WHW03 is end-of-life but still supported, demonstrating ownership and communication skills. However, they provided materially incorrect technical information by claiming the SPNM60 uses Wi-Fi 7 and lacks app support, and failed to guide the customer on how to obtain a replacement. This results in a Partial Resolution due to significant technical inaccuracy and lack of actionable next steps.

V1 Case Analysis

Customer inquired about EOL status and replacement for WHW03 v2. Agent incorrectly cited SPNM60CF as the newer model with Wi-Fi 7 and no Smart Wi-Fi app support. No warranty or serial collected. Inaccurate technical guidance provided.

Troubleshooting Steps
  • Confirmed model name (WHW03) from customer
  • Placed call on hold to check internal resources
  • Provided an (incorrect) newer model number (SPNM60CF) and described its features
Key Observations
  • Agent provided materially false technical information: SPNM60CF does not support Wi-Fi 7 and does support the Linksys Smart Wi-Fi app.
  • No warranty, serial number, or case number collected despite relevance to support eligibility and replacement path.
  • Agent failed to offer any self-help path (KB article, email, chatbot) after giving incorrect advice.
  • Call ended without confirming customer understanding or setting a follow-up.
Positive Highlights
  • Agent acknowledged customer's question and placed the call on hold to consult resources (04:00), showing intent to seek accurate information.
  • Used polite and professional language throughout (e.g., 'rest assured', 'thank you for patiently waiting').
Agent Errors / Gaps
  • Incorrectly stated SPNM60CF is the replacement model for WHW03 (06:00); actual successors are MX/MR series.
  • Falsely claimed SPNM60CF uses Wi-Fi 7 (06:00); SPNM60CF is Wi-Fi 6, not Wi-Fi 7.
  • Falsely claimed SPNM60CF does not support Linksys Smart Wi-Fi app (07:00); it does support the app.
  • Failed to collect serial number or verify warranty status despite discussing support eligibility and replacement (03:00, 06:00).
  • Did not cite or send any KB article, support link, or follow-up email to correct or supplement advice.
  • Ended call without confirming customer understanding or setting next steps after providing incorrect guidance.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent confirmed WHW03 is EOL but still supported, but failed to clarify that SPNM60 is not a direct replacement and incorrectly stated it uses Wi-Fi 7, which misleads the customer on upgrade path.
R2 Not Applicable Diagnostic thoroughness conf 100%
Customer inquiry was about product status and upgrade path, not a technical issue requiring troubleshooting.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified EOL status and suggested an upgrade, but recommended SPNM60 — an ISP-locked Cognitive Mesh model — as a general replacement for a WHW03, which is technically inaccurate and inappropriate for non-Community Fibre users.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 100%
No symptom was reported; the call was a factual inquiry about product lifecycle and compatibility.
T2 Not Applicable Appropriate tools / resources used conf 100%
No diagnostic tools were needed for a product status question.
T3 Not Met No misinformation conf 95%
Agent claimed SPNM60 uses Wi-Fi 7 and no longer supports the Linksys app — both false: SPNM60 uses Wi-Fi 6, not Wi-Fi 7, and is managed via myrouter.info, not Smart Wi-Fi; misinformation undermines technical accuracy.
Communication
C1 Met Clear & professional language conf 90%
Agent greeted, set expectations, placed on hold appropriately, and maintained control throughout the call.
C2 Met Confirmed understanding conf 85%
Agent used clear language, repeated model number phonetically, and adapted to customer’s confirmation needs.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the call, did not transfer, and attempted to provide a complete answer using internal resources.
O2 Not Met Proactive follow-through conf 90%
No next steps were given — customer was not told to contact ISP for replacement, nor directed to Linksys store for self-purchase.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a product information query.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent used polite language, apologized, and reassured the customer with phrases like 'rest assured'.
X2 Met Tone & rapport conf 85%
Agent matched customer’s pace, confirmed understanding, and maintained engagement through the interaction.
X3 Met Overall experience conf 90%
Agent provided requested information directly without making the customer repeat details or perform unnecessary actions.
Call Transcript11 turns · 11 lines
Speaker 2
Welcome to linksi's support. To assure quality service, your call may be recorded. Please stay on the line for assistance.
00:00
Speaker 1
Oh, hi. We are using a community fiberLinksys w HW03 version 2 router for our office. And I think yeah, we were advised that you're going to discontinue support for this model. I just wanted to check has it already reached end of life?
02:00
Speaker 2
Hi together. Calling Linksys. My name is George. Um, yes, this is a day. Hmm. [silence]
02:00
Speaker 1
Okay, so it's it's reached end of life, but you're still, um, supporting. Okay, and that's because it's not part of the end of support device. Okay, and can if we wanted to upgrade to, um, a different model, would community fiber send us a replacement router?
03:00
Speaker 2
Oh, yes, ma'am. And I really do apologize, but the WH003 is already, yeah, you're correct. Already reached on our end of life devices. However, rest assured that we still support this model, ma'am. And as long as it is not going to be part of our end of support devices, which means that EOS, rest assured that we can still provide assistance regarding with this router. Yes, ma'am. That's correct, ma'am. Yes, ma'am. That's correct. Yes, ma'am. If you want to, as you mentioned, if you want to upgrade to a different model, rest assured that you can just contact [silence]
03:00
Speaker 1
Okay. Can you just let me know which model replaces the one that we're currently using? I think it's just that one router box. Okay. Thank you.
04:00
Speaker 2
Yes ma'am. Umm. however, for that one, um may I know how many Linksys devices that you're currently been using? Mhm. Got this one. So, uh let me put the call on hold ma'am for one to two minutes. Okay, I just need to double check my resources. Tenh uh-on. You're most welcome. I
04:00
Speaker 1
All right. Yeah. Okay. Sorry, just to double check was that S P N M X zero C S.
06:00
Speaker 2
uh, hello ma'am, thank you for patiently waiting. I'm double double-checking my resources, ma'am. The latest uh with our linksys routers that currently available on umm The fiber is the model number is sp n m 60 CF and I'm gonna set your expectation that this router already uses Wi-Fi 7 mesh technology. That means that it is much faster and it can cater multiple devices at the same time. And also, since this router already uses uh Wi-Fi 7, that means that it has a better signal strength than the w h w 03.
06:00
Speaker 1
Sorry. F. For mother. Yes. E. F. E for echo. Yes. Okay. I think, yeah, that's everything I wanted to check for the moment. Thank you. That's all for now, thanks.
07:00
Speaker 2
SP and M and then 60 PF. SP, N for Nancy, M for mother, and six zero and then PF. All right. Yes ma'am, but however ma'am I'm, yes ma'am. However, I'm gonna set your expectation that this router uh no longer uses uh Linksys smart wifi, okay? Sorry, Linksys smart wifi app. That means that you can no longer manage the router using the app. However, rest assured that you can still manage this router using a web browser. You're most welcome ma'am. And is there anything else? Got it ma'am. Again, thank you so much for calling Linksys ma'am.
07:00