Call Detail: af9d766c-6bfd-11f1-8

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Call Start

2026-06-19 16:41

Duration

6m 25s

Contact

John Najarian

Issue Type

Password/Login

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

Limuel Saura

HappyFox Case

#LTS00134073

Support Country

United States

Product Family

ROUTERS

CSAT

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Sentiment Trajectory

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Ticket subject: WRT1900ACS Unable to access WEB UI

V1 Rubric Scores

Resolution1.00/5

Accuracy1.00/5

Communication2.00/5

Protocol1.00/5

Efficiency2.00/5

Overall2.8/5

V2 Rubric Scores

Resolution0.00/5

Technical1.88/5

Communication0.00/5

Ownership0.00/5

EscalationN/A

Customer Exp0.00/5

Overall0.0% (-56.0)

V2 Grader Summary

The agent dismissed the customer’s login issue by citing the WRT1900ACS as a legacy device with ended support, offering no troubleshooting, empathy, or next steps. Despite the OOW standard requiring best-effort assistance, the agent provided no meaningful help, resulting in an unresolved case and a critical failure due to avoidance of support responsibility.

V1 Case Analysis

Customer unable to access admin page on WRT1900ACS; agent incorrectly stated device is unsupported and offered no troubleshooting; customer opted to replace router.

Troubleshooting Steps

None recorded.

Key Observations

Agent incorrectly stated that technical support for the WRT1900ACS has ended, which contradicts Linksys support policy.
No troubleshooting steps were attempted, despite the issue being a common login/access problem with documented solutions.
No warranty status was checked, no serial number was collected, and no case was created.
The agent failed to offer any self-help resources, KB articles, or alternative access methods.

Positive Highlights

Agent acknowledged the customer by name (Lisa), showing a minimal level of personalization.
Agent recognized the model number correctly upon customer mention.

Agent Errors / Gaps

Incorrectly claimed that technical support for the WRT1900ACS is no longer available — this is false; Linksys provides support for out-of-warranty devices, including troubleshooting guidance (see universal_factory_reset.md, linksys_now_login_admin.md).
Failed to perform basic troubleshooting: did not suggest accessing http://192.168.1.1, checking browser cache, or attempting a factory reset.
Did not collect serial number or verify warranty status before making support eligibility claims.
Did not create a case or document the interaction, violating standard case management protocol.
Provided no self-help resources or KB links (e.g., universal_factory_reset.md) that could have helped the customer resolve the issue independently.
Misled the customer into believing replacement was the only option, when a factory reset or password recovery could have resolved the issue.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 99%

Agent offered no resolution path—no troubleshooting, workaround, or best-effort support—only stated support has ended and implied replacement.

R2 Not Met Diagnostic thoroughness conf 98%

No diagnostic steps taken; agent did not ask about symptoms, login attempts, network connection, or perform any investigation.

R3 Not Met Correct resolution path conf 97%

Agent dismissed the customer outright due to product age without attempting best-effort troubleshooting (e.g., factory reset, local access, firmware check), violating OOW support standard.

Technical Accuracy

T1 Not Met Technically accurate info conf 97%

Agent did not ask relevant diagnostic questions or identify root cause; jumped to conclusion based solely on model legacy status.

T2 Not Met Appropriate tools / resources used conf 96%

No tools used (e.g., remote guidance to http://192.168.1.1, factory reset steps, firmware recovery) despite the issue being resolvable with basic diagnostics.

T3 Met No misinformation conf 95%

Agent correctly identified WRT1900ACS as a legacy model no longer under active support, which aligns with Linksys product lifecycle policy.

Communication

C1 Not Met Clear & professional language conf 96%

No call framing, no control of conversation flow, no transition—call ended abruptly after minimal interaction.

C2 Not Met Confirmed understanding conf 95%

Agent used no adaptation, provided no explanation, and failed to confirm understanding or adjust to customer’s evident frustration.

Customer Ownership

O1 Not Met Ownership & empathy conf 96%

Agent did not take ownership; immediately deferred to product obsolescence without attempting to assist.

O2 Not Met Proactive follow-through conf 96%

No next steps provided—customer was told to buy a new router with no guidance on data transfer, setup, or alternatives.

O3 Not Applicable Closure confirmation conf 100%

First contact; no prior case history or handoff occurred.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 100%

No escalation was made and none was warranted—customer did not request escalation and issue was not complex enough to require it.

E2 Not Applicable Escalation prep & handoff conf 100%

No escalation occurred; therefore execution cannot be assessed.

Customer Experience

X1 Not Met Customer effort minimised conf 97%

Agent showed no empathy, did not acknowledge customer’s inconvenience, and used dismissive tone.

X2 Not Met Tone & rapport conf 95%

Agent did not match customer’s pace or emotional state; interaction was transactional and disengaged.

X3 Not Met Overall experience conf 96%

Customer was forced to repeat intent (serial offered), then left with no actionable help—maximum effort required with zero support.

Call Transcript5 turns · 5 lines

Speaker 2

Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team- please have your device's 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. [silence]