V2 Rubric Detail — c14b351e-7f91-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 14:39
Duration
9m 56s
Contact
843-925-9098
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00137077
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support WRT310N

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.1/5

V2 Rubric Scores

Resolution3.50/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall76.1% (+14.1)

V2 Grader Summary

Customer sought to replace an end-of-life router; agent correctly identified EOL status and recommended MX6200 as a valid replacement per KB. While communication had flaws (silences, repetition), the core request was addressed with a valid path forward, warranting Partial Resolution. No technical troubleshooting was required.

V1 Case Analysis

Customer wants to purchase a new router. Agent recommended MX6200 and provided support.linksys.com. Collected unnecessary serial number and personal details.

Troubleshooting Steps
  • Collected serial number (unnecessary for purchase inquiry)
  • Identified existing router model (incorrectly as WRT310)
  • Provided product recommendation (MX6200)
Key Observations
  • Agent misidentified the customer's router model as 'WRT310', which is not a valid Linksys model (per universal_eol_firmware.md, valid WRT models include WRT54G, WRT1200AC, WRT1900AC, etc.).
  • Collected serial number and personal details (name, email) for a simple sales inquiry where it was unnecessary and not tied to warranty or support eligibility.
  • Long silences and difficulty obtaining the serial number ([01:00]–[03:00]) indicate poor call control and inefficiency.
  • Agent correctly provided the support URL (support.linksys.com) and a relevant product recommendation (MX6200).
Positive Highlights
  • Provided correct URL (support.linksys.com) for product information and purchasing options (transcript [06:00]).
  • Recommended a current, supported product (MX6200) with Wi-Fi 6E, which is a valid and relevant suggestion for a customer upgrading from an old router.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Incorrect model identification: 'WRT310' is not a valid Linksys model. This could mislead future support interactions.
  • Collected unnecessary serial number and personal information for a general purchase inquiry where no warranty lookup, RMA, or technical support was requested.
  • Inefficient handling of serial number collection — multiple silences and interruptions ([01:00]–[03:00]) disrupted call flow.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Customer wanted to replace router; agent recommended MX6200 and directed to support.linksys.com and Amazon, but no purchase confirmation or follow-up established.
R2 Not Applicable Diagnostic thoroughness conf 98%
Customer initiated contact for product replacement, not technical troubleshooting; no diagnostic steps required.
R3 Met Correct resolution path conf 95%
Agent correctly identified WRT310 as end-of-life, confirmed no technical support, and appropriately redirected to product replacement with MX6200 recommendation.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 99%
No technical issue presented; customer sought upgrade advice, not diagnosis of malfunction.
T2 Not Applicable Appropriate tools / resources used conf 99%
No diagnostic tools needed for non-technical, sales-oriented inquiry.
T3 Met No misinformation conf 95%
Agent correctly identified device as EOL and recommended MX6200; per universal_eol_firmware.md, MX6200 is a current replacement with Wi-Fi 6e, consistent with KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent lacked strong opening framing but maintained basic call control by collecting info and avoiding transfer; long silences and repetition reduced effectiveness.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language and repeated key info; adapted to customer’s pace during serial entry but did not consistently confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent created a ticket, recorded customer details (name, email, serial), and handled inquiry without transfer, demonstrating ownership.
O2 Met Proactive follow-through conf 94%
Agent clearly stated next steps: visit support.linksys.com or Amazon, search for MX6200; provided actionable path forward.
O3 Not Applicable Closure confirmation conf 99%
Confirmed first contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation needed — customer requested product replacement, not technical resolution.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation performed, and none warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent remained polite and patient through customer’s interruptions and serial struggles; tone neutral, not dismissive, but no explicit empathy expressed.
X2 Partially Met Tone & rapport conf 87%
Agent allowed customer to set pace during serial input and repeated information clearly; could have confirmed comprehension but avoided rushing.
X3 Partially Met Overall experience conf 86%
Customer repeated serial multiple times due to environment/ASR, but agent did not re-ask already-provided data; effort reduced by recording info and giving direct next steps.
Call Transcript16 turns · 18 lines
Speaker 1
Yeah, I need to upgrade my links. Uh you want the router number of it? You want my name? Okay, I gotta go in the house, you have to hold on, I'm outside. Okay, could you hold on? Okay, let me go inside. One
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. um, thank you for calling Linksys, this is Ice. How can help you today? I see. Uh, can you provide me provide me the serial number of your Linksys? serial serial number of your Linksys router. Sure. Yeah, sure.
00:00
Speaker 1
This is your number, your serial number, Oh boy. If I could see, that could do. It's moving like you like so I could see it. [silence] Still there? [silence] Hello? Oh, shoot. Are you still there? [silence] Hello? [silence] Okay. All right. Let me get you the number. The serial number is, let's see, Oh boy. If I could see, that would do it. It's moving.
01:00
Speaker 2
Yes, sir. Yes, I'm still here.
01:00
Speaker 1
the serial number is GIVAS. internet internet power okay in the US in the back all right the serial number is C-S-F-1-1-K-A-3-6-4-2-6 got it okay okay C is in cat S is in Sam F as in Frank, one one, K as in Kike, A as an Apple, three, six, four, two six. Yeah. ONV two. Okay. Just a minute. Hold on, let me put this one back. Oh God. Hold on. All right. I'm going back that time. I'm listening to you, what you saying? I'm listening. [silence]
02:00
Speaker 2
thank you so your linksys router is model wrt three 10 and okay let me check first uh you've been using this uh linksys router for a long time ma'am i'll quote you for a store record for you all done uh
03:00
Speaker 1
[DOWNWEIGHT] The name is Bobby. And the last name is Pride. I just want to replace it. I want to buy a new one. There's nothing wrong with that one. Yes. Pride P-Z-P-A-R-R-I-E-S-N-David, and he's an Echo. Um, Vida, Bobby, number 3@gmail.com. Yeah.
04:00
Speaker 2
I'll create first ticket for you, record for you. May I have your name? Bobby. Bob by B O B B Y. And your last name is Bobby Brighton. Thank you. Uh, how about your email address, Bobby? Ride Bobby tree@ at gmail.com. Thank you.
04:00
Speaker 1
But I'm going back to my I'm what way. Then I'm going back in the car car. OK now what you saying. Hold on, let me, um, let me write that down. Yeah, I just want to purchase a new one. And I go to where? Let me write that down. Let me write that down, okay? I'm let me write it down first, okay, support what is it? Support links. support links. Dot com, [silence]
05:00
Speaker 2
teaches '22. Meaning we can no longer provide you any technical support. But if you just want to replace it with a new one, you can check on our site support.linksys.com. Where you can check on our other Linksys products. Or you can go to our site support.linksys.com and there are featured products there. Yeah, there are featured products. Features Support.linksys.com
06:00
Speaker 1
Okay, support.Linksys.com. Ah-huh. And they have-they have new—they have new versions up-to-date. Thank you. Excellent. Okay, Amazon, sell the Lynx, um, the Lynx router. Okay, cause I know the last—I know the last time they call, they told me that I could have purchased one from you all.
07:00
Speaker 2
There are featuredlings products that are the latest we have, which are using the latest Wi-Fi technology, so you can go from one of those featured products on our site,or you can also check on some authorized online seller like Amazon, because they do sell ourlings products. [silence] Yes. Amazon or any other online store. You can check out those other online store or electronic or digital stores.
07:00
Speaker 1
Okay. And that's support.link.com, right? Mm-hmm, L-I-N-K-S. All right, s, y, s, s, y, s. Okay, question. Is there any, okay, is there any, any certain one to get, uh, you know, cause being I had that one so long. Is there any certain one I should get? Do you recommend? Is there any certain one you'd recommend? Mx six 200.
08:00
Speaker 2
apparently we no longer have sales support, we only have technical support, so Linksys do not directly sell our products. You can only check on some authorized online sellers. [silence] support.linksys.com L I N K S Y S That is the name of the brand. Pardon? I recommend I recommend MX6200 6200 yes. [silence]
08:00
Speaker 1
Okay, MX6200. All right, okay, I'm going. Hmm. Okay. Okay, do I need, um, do I need to go with the, um, router number? I just checked that MX6200. Okay, so I'm gonna go to supportlinks.com. Okay? All right, then. Okay, MX6200, right? Got you. All right. Thank you. Bye-bye, YouTube.
09:00
Speaker 2
yes. because that router has the latest Wi-Fi technology Wi-Fi 6e so you can check that is that all? Yes. And you can check that, just type the model, just type the model mx6200 and you will find results about that links router. Yes. You're welcome, thanks for calling links bobby, take care, have a great day, goodbye.
09:00