V2 Rubric Detail — aa3cf41c-64ec-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-10 16:51
Duration
10m 58s
Contact
Cheryl Dier
Issue Type
Port Forwarding
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00132985
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT160N-CA Port Forwading

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.00/5
Technical2.50/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall18.6% (-7.4)

V2 Grader Summary

The agent failed to resolve the customer's port-forwarding request, provided no meaningful troubleshooting, and disengaged due to end-of-support status without offering best-effort help. Communication was unclear, ownership was not demonstrated, and customer frustration was unacknowledged, resulting in an unresolved outcome.

V1 Case Analysis

Customer (Cheryl) called to configure port forwarding for TiVo on a WRT1600 V3 router. Agent incorrectly stated the router was out of support, failed to verify router UI access or admin credentials, and directed the customer to support.linksys.com without specific guidance. No troubleshooting was performed, and the call ended unresolved.

Troubleshooting Steps
  • Collected serial number and model information (WRT1600 V3, serial CSE41JBA)
  • Incorrectly stated the router was out of support
  • Directed customer to support.linksys.com for generic port-forwarding instructions
Key Observations
  • Agent misheard or failed to normalize the model number 'WRT160N V3' to WRT1600 V3, despite clear context and common ASR/accent patterns.
  • Agent incorrectly stated the WRT1600 V3 is out of support. The KB does not list this model as fully unsupported; basic troubleshooting should still be provided.
  • Agent did not verify whether the customer could access the router UI (192.168.1.1) despite the customer stating, 'I have the router open' at [08:00].
  • Agent did not confirm whether the customer knew the admin password or could navigate the router settings.
  • Agent provided no specific port-forwarding details (e.g., TiVo ports: TCP 3724, UDP 3724, 322, or others depending on TiVo model).
  • Agent did not offer paid support as an option, despite the customer's issue being within scope for basic troubleshooting.
  • No case was created or cited in HappyFox, despite collecting customer name and email.
  • Customer ended the call frustrated, stating she would 'never buy Linksys again.'
Positive Highlights
  • Collected customer name and email address, which could have been used to create a case.
  • Provided the correct public support URL: support.linksys.com.
Agent Errors / Gaps
  • Failed to normalize and confirm the model number 'WRT160N V3' as WRT1600 V3, despite clear context and ASR variant patterns.
  • Incorrectly stated the WRT1600 V3 is out of support. The KB does not support this claim, and basic troubleshooting should have been provided.
  • Did not verify access to the router UI (192.168.1.1) or confirm the admin password, despite the customer stating she had the router open.
  • Provided only a generic website link without specific KB article, port numbers, or step-by-step guidance tailored to the WRT1600 V3 or TiVo.
  • Did not offer paid support as an option for out-of-warranty troubleshooting.
  • Failed to create or cite a HappyFox case after collecting customer contact details.
  • Did not acknowledge or address the customer's frustration, leading to a negative outcome.
  • Abandoned troubleshooting when the customer asked for clarification ('So where do I go on here. I mean, I have no, no idea.') at [09:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the port-forwarding request and only directed the customer to a website without confirming resolution.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed beyond asking for model/serial; issue was dismissed due to end-of-support status.
R3 Not Met Correct resolution path conf 95%
Agent cited end-of-support as a reason to stop helping, rather than offering best-effort troubleshooting for an out-of-warranty device.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify the specific symptom (TiVo port-forwarding), ask diagnostic questions, or determine root cause.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent used internal lookup to verify serial number and product status, but did not use router interface or other tools to assist with configuration.
T3 Met No misinformation conf 94%
Correctly stated that WRT160N V3 is out of support and provided accurate URL: support.linksys.com.
Communication
C1 Partially Met Clear & professional language conf 86%
Call was kept moving but lacked clear structure, expectations, or summary; agent did not regain control after customer confusion.
C2 Not Met Confirmed understanding conf 91%
Used unclear phrasing ('apps for applications and gaming') and did not adapt language or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Abdicated ownership by directing customer to website without attempting to guide or stay on the line.
O2 Partially Met Proactive follow-through conf 87%
Provided next step (visit support.linksys.com) but no timeline, follow-up, or confirmation of understanding.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted given the nature of the request.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No acknowledgment of frustration when customer said 'I will never buy Linksys again'; remained transactional.
X2 Not Met Tone & rapport conf 93%
Did not adapt to customer’s confusion or pace; continued with generic instructions despite disengagement.
X3 Not Met Overall experience conf 95%
Customer repeated serial/model multiple times; sent to external site instead of guiding through steps.
Call Transcript16 turns · 19 lines
Speaker 1
Yes. Hi. I was told that I have to call you. I'm trying to to get my TiVo back up to the service. And [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 Register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device 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 Linksys technical support. My name is Ellie, how can I help you?
00:00
Speaker 1
saying, okay, hold on, this is serial number is CSE 41JB a, I think that's a 5017, the model is a WRT8.
01:00
Speaker 2
Yeah, sure, I could definitely help you putting the port numbers on your router, but before we proceed on that one, I'm sorry, before we proceed on the troubleshooting that we need to do, can you give me the model number and the serial number of your Linksys router, please? [silence]
01:00
Speaker 1
160N V3. uh uh, I, that's an 8017 on the cereal, I'm sorry, could've enlarged it. Yes. I've never had an. issue before. uh uh.
02:00
Speaker 2
Okay, uh, thank you so much. Let me just go ahead and check on this. And, uh, who is your internet service provider, by the way? Okay, Spectrum. Thank you so much. It's okay. I'll just actually, uh, uh, pull it out and you actually provided me the right serial number. Thank you. Okay. And, uh, by the way ma'am, um, is this your first time calling Linksys? Yeah. Okay. Okay. 'cause I was actually Oh, okay. Because, uh, what I'm actually trying to do earlier is I was trying to pull up some information.
02:00
Speaker 1
[silence] Yes, Cheryl, with a C, Deir, D I E R. Yes. C H E R Y L. That's okay. Sassy S A S S Y 4 4 5 @ cds. L. That's Charlie syndrome de la Larry.our r.com
03:00
Speaker 2
I using the serial number you provided and unfortunately I was not able to pull up anything. So can you give me your first name and your last name for me to create a record? B I E R. Uh-huh. And your name are Cheryl C H E R L Oil. I'm so sorry. Okay. Uh-huh. Can you also give me your email address, please? Uh-huh.
03:00
Speaker 1
Yes.
04:00
Speaker 2
S S I four seventy five, did I get it correctly? Four seventy five. WWE, CFW RR. Okay, let me just input this and this one. Okay, um, um, Ms. Cheryl. Hiya. I did actually finish creating a record and um, I did check everything here and that it actually includes the, the life of your router. So, the router that you have, Ms. Cheryl, is actually one of our routers that is um already out of support. So, for that one, Ms. Cheryl, we will not be able to give you um any, I mean we can no longer provide support for this type of routers because, um, for you to have a, you know, an idea. So, the, the support is ended on this router was July 27 of 2022. Now, for us to, like I mean you, to input the the ports that you need on the router. So, we have this AI tool agent that can actually also uh give some information or some troubleshooting instructions. So we uh just visit the website of Linksys and that is support.linksys.com. So when you are already on the I'm sorry. uh yeah sure
04:00
Speaker 1
I have not, I, I have the router open, so I'll, I'll need to do it, Linksys? Yes.
08:00
Speaker 2
Okay. So if you have already pull up a browser, so on the URL bar, okay, you have already pull up the router settings? Ah, give me one moment. W-R-D-1-6-0. Okay. So for this one, I'm, I'm, since you transcribe
08:00
Speaker 1
So where do I go on here. I mean, I have no, no idea.
09:00
Speaker 2
I you need to add a port on your Linksys router if you have already um have the router settings on your screen just look for apps for apps uh for applications and gaming and then from that page you can add it. I for that one for for this one that is the only thing that I can give you. You know on where you can add the port but with other stuff that I you need for this one since we can no longer provide support for this. Uh you may consider like using the AI tool agent [silence]
09:00
Speaker 1
okay I guess okay. no just let them know i will never buy, Lindsay's again. thanks, you have a good day.
10:00
Speaker 2
that we have on the website of Linksys. because it will provide you all of the instructions that you need for you to put in or where to put in the ports and what protocol you need to use. Yeah, so that website is support.linksys.com. So, yeah, would there be anything else Ms. Cheryl that I can help you with? Yes, ma'am. Have a good one.
10:00