V2 Rubric Detail — b86ce694-717d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 16:40
Duration
10m 42s
Contact
Mirriam Himojosa
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134967
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.25/5
Technical3.12/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall22.2% (+0.2)

V2 Grader Summary

The agent correctly identified the WRT3200ACM as end-of-life and used internal tools to verify support status, but failed to perform any troubleshooting, demonstrate ownership, or communicate effectively. The interaction lacked empathy, call control, and customer effort reduction, resulting in an unresolved case with no meaningful resolution path.

V1 Case Analysis

Customer reports no internet on WRT3200ACM (S/N 609803096). Agent incorrectly identified device as 'Asus' and 'WRT300ACM', falsely declared it end-of-life with no support, and advised only to purchase a new router. No troubleshooting performed.

Troubleshooting Steps
  • Requested model number
  • Requested serial number
Key Observations
  • Agent opened call with 'Welcome to Asus' [01:00], indicating fundamental brand confusion.
  • Agent misheard/misstated model as WRT300ACM despite customer clearly stating 'WRT 3200 ACM' [05:00].
  • Agent falsely claimed WRT3200ACM is end-of-life and unsupported [09:00], contradicting universal_firmware_update.md (all routers receive firmware updates) and universal_escalation_guide.md (support eligibility not tied to device age).
  • No troubleshooting performed: no reboot, WAN check, firmware verification, or ISP compatibility steps as required by KB.
  • No warranty verification, case creation, or escalation path offered despite clear support eligibility per KB.
Positive Highlights
  • Agent confirmed customer's ISP (Spectrum) early in the call, relevant for ISP compatibility checks.
Agent Errors / Gaps
  • Incorrect brand identification: stated 'Asus' instead of Linksys [01:00].
  • Incorrect model identification: repeatedly referred to 'WRT300ACM' instead of WRT3200ACM.
  • Provided factually false information: claimed device is end-of-life and receives no support, directly contradicting KB policy (universal_firmware_update.md, universal_escalation_guide.md).
  • Failed to perform any technical troubleshooting (reboot, WAN check, firmware update, ISP setup) as required by KB.
  • Did not verify warranty status or create a support case, violating PROTOCOL per universal_escalation_guide.md.
  • Did not provide any actionable self-help steps or KB references (e.g., 192.168.1.1 access, firmware update, ISP compatibility).
  • Collected customer contact information inefficiently with repeated confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent declared device end-of-life and recommended replacement without resolving the issue or offering any troubleshooting.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps performed — no reboot, LED check, or connection test; agent immediately cited end-of-life status after collecting model number.
R3 Met Correct resolution path conf 90%
Agent correctly identified WRT3200ACM as end-of-life and advised upgrade, which aligns with support policy for unsupported hardware.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process — agent did not ask about symptoms, connectivity, or prior actions; skipped basic questions like power cycle or LED status.
T2 Met Appropriate tools / resources used conf 85%
Agent used internal system to confirm device model and support status, demonstrating appropriate use of lookup tools.
T3 Met No misinformation conf 95%
Correctly stated that WRT3200ACM is end-of-life and no longer supported; upgrade recommendation is technically accurate.
Communication
C1 Not Met Clear & professional language conf 90%
Poor call control — agent repeated requests, misheard model number (WRT30 AZM), and ended abruptly without closure.
C2 Not Met Confirmed understanding conf 90%
Used technical terms without confirmation, failed to adapt to customer’s confusion, and did not verify understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
No ownership demonstrated — agent did not attempt resolution, skipped troubleshooting, and closed case with minimal effort.
O2 Not Met Proactive follow-through conf 90%
No next steps provided beyond 'buy a new router'; no follow-up, timeline, or support path offered.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for an end-of-life device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No empathy expressed; ignored customer’s frustration and provided no acknowledgment of inconvenience.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust pace or tone; repeated same questions despite customer confusion, showing disengagement.
X3 Not Met Overall experience conf 90%
Customer had to repeat serial and model numbers multiple times; agent failed to reduce effort or streamline intake.
Call Transcript17 turns · 19 lines
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 products, paid support option may be available depending on the issue. Hi, thank you for calling Asus. This is G. How can I help you today? Oh, I'm sorry, ma'am, this is voice technical support.
00:00
Speaker 1
Yes. Please. Yes. Okay. Okay. Okay. Uh, the reason that I'm calling is because I have a router, I don't know how to say that, and it's not working. I already called to my internet company and they told me that internet is working, the modem. So the problem is in the router. So I don't know how to fix it. My provider, Spectrum. Yes. Yes.
02:00
Speaker 2
Do you need a a Spanish support? Unfortunately, we don't have it now, ma'am, but you can get in touch if you wanted to be assisted over on the line. Uh you can get in touch with our chat. They can translate it to Spanish. Mhm. Who is your internet provider, ma'am? Yes. Spectrum. Okay, so you already talked to Spectrum and they confirm that the modem is working. Okay, got it.
02:00
Speaker 1
Yes. seven, no. 97-82. 23-94. Is that the number or how many numbers are in the oh no, let me let me take a picture because the numbers are small. Okay, it's one, nine, eight. one, one.
03:00
Speaker 2
Uh-huh. May I have the serial number of your license, please? [silence]
03:00
Speaker 1
6 0 9 8 0 3 0 9 6 [silence] model number. Where can I find that number? [silence] Where can I find that number model? [silence] It says limbs is 0 3 0 9 6. Is that the model? Okay.
04:00
Speaker 2
okay let me just check on this one man may i also have the model number please that's the wifi name no no that's the wi-fi name I think that's how about
04:00
Speaker 1
Okay, where can I find a model? Excuse me, can you hear me? Yes. OK. Model number, OK. OK. It says WRT 3200 ACM. OK. It's... hold on, it's WRT.
05:00
Speaker 2
yes, ma'am. yes, I can hear you. yes, can you look for model number, please? Okay, let me just repeat now.
05:00
Speaker 1
3 2 0 0 a C M. Uh-huh. Okay, my phone number is 9 5 6 8 6 7 7 7 3 0. My first is Miriam, and my last name is Inojosa de la Garza. [silence]
06:00
Speaker 2
WRT 30 AZM. Okay. Um, before we proceed on tackling on the exact, uh, concern, ma'am, can you, uh, please provide me your phone number just in case you get disconnected. Okay. How about your, uh, first and last name, ma'am? I'm sorry, what's your last name, ma'am?
06:00
Speaker 1
A, G, I, O, N, I, J, O, O, I, J, O, S, J, H, I, N, I, AM.
07:00
Speaker 2
I'm sorry, h-i-m-i. [silence] Okay, got it, thank you, how about your email address, please? [silence] I'm sorry, what is after, I'm sorry, M-R-I-A-N.
07:00
Speaker 1
AM HDL Gar.
08:00
Speaker 2
uh-huh uh-huh yeah uh-huh at zmail okay got it thank you she uh I just need to check on the exact the device ma'am just to confirm your internet provider is spectrum right Hello now. Hi,mm. Up. I was [silence] able to confirm here that [silence] the device you have is [silence] WRT300ACM. [silence] It shows here that [silence] this device, MAM, is actually part of our end of life and end of support devices. [silence] Unfortunately, men, we no longer provide assistance for this device. [silence] Since, yes, [silence]
08:00
Speaker 1
[silence] [silence] Okay, the recommendation is I need to buy a new device. [silence] Okay. Thank you so much. [silence] Thank you.
10:00
Speaker 2
I mentioned this is already part of the end of support devices. Best suggestion that I can do, ma'am. Yes, the suggestion that I can do. Um, is for you to upgrade your router since this is still uh, this old router you have is still running under Wi-Fi 5. Yes. Yes, ma'am. You're welcome ma'am. Have a good day and please stay safe.
10:00