V2 Rubric Detail — c88f7f5e-719c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 20:22
Duration
11m 28s
Contact
Dave Latora
Issue Type
Port Forwarding
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#GI00135009
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT1900ACS_wants to do port forwarding

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall43.9% (-12.1)

V2 Grader Summary

The agent accurately identified the router as end-of-support and pointed to the correct UI section, but failed to guide the customer through completing the port-forward setup or verifying resolution. Despite technical accuracy, lack of empathy, poor call control, and no concrete next steps resulted in an unresolved outcome with avoidable customer effort.

V1 Case Analysis

Customer reported port 80 closed on WRT1900AC. Agent directed to Security > Apps and Gaming > Single Port Forwarding but incorrectly stated device is end-of-support. Customer self-identified stale port rule as issue. No verification performed.

Troubleshooting Steps
  • Confirmed router model (WRT1900AC) and serial number (7026458181).
  • Guided customer to the router's web UI (Smart Wi-Fi).
  • Directed to Security > Apps and Gaming > Single Port Forwarding to add port 80.
  • Incorrectly informed customer that the WRT1900AC is end-of-support.
  • Suggested use of AI tool for further instructions.
Key Observations
  • Agent correctly identified the WRT1900AC model and serial number during the call ([01:00], [02:00]).
  • Agent provided correct navigation path to port forwarding: Security → Apps and Gaming → Single Port Forwarding ([07:00]).
  • Agent incorrectly claimed the WRT1900AC is 'end of support' — this model is not listed as end-of-life in KB; firmware updates and support are still available via standard channels.
  • No verification was performed to confirm the customer reached the correct page or successfully added the port rule.
  • Customer self-diagnosed the root cause (stale port rule for a decommissioned device) — agent did not guide this insight.
  • Agent failed to create or reference a HappyFox case number.
  • Agent did not confirm whether the customer was logged into the router’s admin page before giving UI directions.
  • Agent did not provide a clear next step or offer to follow up.
Positive Highlights
  • Agent correctly confirmed the router model (WRT1900AC) and serial number (7026458181) from the customer ([01:00], [02:00]).
  • Agent accurately directed the customer to the correct menu path for port forwarding: Security → Apps and Gaming → Single Port Forwarding ([07:00]).
  • Agent remained on the line and attempted to guide the customer through the interface despite navigation difficulties.
Agent Errors / Gaps
  • Incorrectly stated the WRT1900AC is an 'end of support' device — contradicts Linksys KB; this model is still supported for firmware updates and technical assistance.
  • Did not verify that the customer was logged into the router’s admin page before giving UI directions.
  • Did not create or reference a HappyFox case number.
  • Provided no clear next-step confirmation or follow-up schedule.
  • Poor call control — jumped between topics without confirming each step and failed to validate progress.
  • Did not confirm whether the customer successfully accessed or used the port-forwarding feature.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer said 'I think we're all set for the moment' but no port-forward rule was created or verified; issue remains unresolved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent did not guide customer through actual port-forward setup steps; troubleshooting stopped at vague direction to 'Security → Apps and Gaming'.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified EoS status and offered AI tool, but failed to provide best-effort troubleshooting path for port forwarding despite OOW expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom and model, but did not ask about device IP, existing rules, or test connectivity—missing key diagnostic steps.
T2 Met Appropriate tools / resources used conf 90%
Agent referenced correct UI path (Security → Apps and Gaming → Single Port Forwarding) and directed use of AI tool, appropriate for EoS device.
T3 Met No misinformation conf 95%
All technical info accurate: WRT1900AC is end-of-support, port forwarding located under Security → Apps and Gaming.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic flow but used repetitive 'okay', unclear navigation cues, and allowed long silences indicating weak call control.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but failed to confirm understanding when customer expressed confusion about where to click.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent created case record, collected contact info, and stayed on call without transferring.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested AI tool and calling back with serial number, but gave no specific timeline or actionable next steps.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted for this issue type.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No expression of empathy; agent did not acknowledge customer frustration or effort despite repeated confusion.
X2 Not Met Tone & rapport conf 85%
Agent used one-size-fits-all tone, repeated prompts without adapting to customer’s pacing or comprehension level.
X3 Not Met Overall experience conf 90%
Customer had to navigate UI independently and re-explain issues; agent did not reduce repetition or streamline process.
Call Transcript22 turns · 23 lines
Speaker 1
He. Yeah. I'm, I'm having a problem with my router, just seeing an open port number 80 it keeps telling me it's closed. Everything else that I'm looking at tells me it isn't closed, but I can't port forward to a camera machine. Hopefully you.
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 1 now. For out-of-warranty products, paid support may be available depending on the issue. 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. Thank you for calling Linksys. This is Skyler. How may I help you? Do you have your password up and running wire or water?
00:00
Speaker 1
Yes, and I I'm on my router and I can't actually I can see IP addresses for devices, but nowhere is it showing me a port number and I don't know where on this router I can tell you the router I have, maybe I'm just looking in the wrong spot. Um yeah, it's a WRT-AC 1900. yes, like apple, Charlie, sam. I don't have the serial number cuz I can't access the router, but I'm hoping just with that model number, you're going to be able to kind of guide me through I'm on the router, it's open, but I'm just not seeing where to see um,
01:00
Speaker 2
Okay, do you want to open port number 80? [silence] Ok, okay. Okay. Do you know the model number of this router, sir? A-C-S. Okay. And how about the serial number?
01:00
Speaker 1
the port number and I had seen it before. I think on the firewall possibly something might be checked that shouldn't be or maybe I need to add something additionally. Yes, it is 702 645 81 81. This is Dave, last name is L A T O R E A. You can get me at [silence] Class act tattoo, CL.
02:00
Speaker 2
let me just create a record for this can I get your phone number? how bow your first name and last name? and how bow your email address?
02:00
Speaker 1
TAS, s, SkypeTactico at hotmail.com. I am on the links to sound on security right now, but where? Okay, where do I find device list? That's correct.
03:00
Speaker 2
Okay, do you see a wireless icon? Okay. So you're not on the links of setup page right? Okay. You may try to check the serial number there on the device list right now. Hold on. Let me just check. Again, the router is a WRT 1900 ACS, right? You're now on, the page that you have right now sir is a links of smart Wi-Fi, right?
03:00
Speaker 1
I, I am on, right now I am on connectivity. Where do I need to go to? Click on what? I'm not understanding what you're okay, network, okay. Get out of this here. Okay. Do you want me to be going on to network status? Why? Yep. Uh, let's see. I don't see tools, but I see Wi-Fi settings.
04:00
Speaker 2
Okay. Kanik, click on, can I click on cancel? Okay. And then you can see their holden network map. Do they have their network HTTP Google Analytics? No, sir. On the left side of this page, and there are smart Wi-Fi tools. What are the options? Okay. [silence]
04:00
Speaker 1
Yeah, okay, that's open now. What are we going to go to from there? Uh, network map, guest, parental. Okay, got it. Okay. You can see my routers and my other devices. Click on filter map. You click on filter map. Okay, I see a different number for that, but I I see the router, I see all the devices that are connected.
05:00
Speaker 2
How about on the top, sir? And then what's below that? What are the options? Yeah, click on network map. And then under my network, OK, there, you can see there your router. OK, can you, um, click on that, sir? And then check if you did, um, no, sir. Click on your, um, under my network, you can see there your wireless router, the WRT1900 A.C.S., right?
05:00
Speaker 1
Do you do you want me to click on the router picture? Uh device details yeah, I'm looking for that. I don't have a serial number, but I have a Mac address. Okay. It says name it's got linkus with some numbers. Is that what we're looking for? Um, I don't see that on here. It's what I'm trying to do. Yep.
06:00
Speaker 2
click on that. Yes, another picture. And then do you have the option for device info? [silence] Yes, device details. Do you have the serial number? [silence] Okay, that's so there's no information about serial number. [silence] No, sir. It should be S/SN. [silence] Okay, so that means you cannot see it there. So the only option that we could check that is to on the device itself, okay? So again, sir, you want to like make sure that the port number is port 80 is open, right? For your camera.
06:00
Speaker 1
Okay, how about, how about, how about, how about, how about slowing down just for a minute? Um, I'm on connectivity. I can go to administration. Is that what you said for me to do? I thought it was just on security. Okay. Okay. Okay, I've got apps and gaming and go to single port forwarding.
07:00
Speaker 2
Security, sir. Under security if you want to open a port, a specific port for your camera, so you can go to um security and then apps and gaming, Yes, if you want to just open the port 80. Okay, and by the way also sir, um before [silence] Well, we're proceeding right now. Let me just inform you, um, that your WRT 1900AC, okay, this router server, is already a, uh, one of our, end of support, um, device. End of support means, Linksys, uh, will no longer provide, um, technical assistance or technical support. Um, we'll continue with the questions if, any other questions that you may or, uh, kindly get your registration, yes, you can get your registration, well, Mr. Griffin.
07:00
Speaker 1
Right. Add new port. Are we able. Able to do that. 80. 80. Okay. I think. I think probably. So when I call back and I climb up into my attic and I get the router serial number and I call back. Now that Lin-k sys isn't going to support the device that I bought for them a couple of years ago, are you still going to be able to help me a little bit better if I have that number for us? [silence]
09:00
Speaker 2
Um you may try that sure okay buddy get um it's still the same sir um since this um router is listed as one of um an about support devices so even you are able to get the serial number um license will no longer provide um technical support but you may um use our AI tool sir um that can also give you instructions on how to do port forwarding or port range forwarding. You can go to our website.
09:00
Speaker 1
Okay. Let me ask you this question. Now, right now, there's an IP address for a camera machine that no longer exists. It broke down. It doesn't work. So the the IP numbers that I'm seeing here are all for that for that device that's now longer no it's not working. So, on edit and delete if I was to edit and delete that take that out, then the port 80 that that old camera machine was running is no longer. I could put in a new name and new 80 to 80 click both. So TCP and UDP can both be in there. And then I can add in the new correct number for the new device and all all the other all the I
10:00
Speaker 2
Website support.Linksys.com. There's an AI agent there, AI tool, a links AI tool that can give you instructions also on how to do port forwarding. I'm so excited that a network.
10:00
Speaker 1
I, I, I think I can see why this isn't working because that old device isn't online so there's no device for the port to port through to see. So even by accident, I think you helped me. Okay. I think we're all set for the moment. So you have a wonderful day or evening wherever you are. Thank you. Bye bye.
11:00
Speaker 2
[silence] Okay, you're welcome. So, thank you for calling
11:00