V2 Rubric Detail — d1f36e48-7a52-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 22:25
Duration
8m 11s
Contact
Ronald Wilkes
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00136281
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication1.25/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall36.2% (-19.8)

V2 Grader Summary

Agent correctly identified WRT54G as end-of-support and advised replacement, but failed to perform basic troubleshooting or isolate issue from modem/ISP. Technical accuracy suffered due to lack of diagnostic process and tool use. Communication, ownership, and experience indicators show gaps in call control, adaptation, follow-through, and empathy, resulting in a partial resolution.

V1 Case Analysis

Customer reports no internet on WRT54G router. Agent confirmed model is end-of-life and unsupported. No troubleshooting performed. Advised router replacement.

Troubleshooting Steps
  • Collected serial number
  • Identified router model as WRT54G
  • Stated firmware is no longer available or supported
Key Observations
  • Agent incorrectly referred to the router as 'WRTP-T-4G' [06:00], which is not a valid Linksys model and contradicts the KB.
  • Agent falsely claimed support ended in 2022, but the KB states WRT54G has been end-of-life for over 15 years. This misrepresents the timeline and undermines credibility.
  • No basic WAN troubleshooting was performed (power cycle, modem test, cable verification), violating standard protocol for internet connectivity issues.
  • Agent did not provide any self-help resources (KB articles, setup guides) despite the device being unsupported per adjacent_device_setup_scenarios.md.
  • Call lacked empathy, clear structure, and proper recap.
Positive Highlights
  • Collected the serial number accurately from the customer [02:00].
  • Correctly identified the actual model as WRT54G after initial confusion [05:00].
  • Recognized that the WRT54G is an end-of-life product with no ongoing support, aligning with KB guidance in adjacent_device_setup_scenarios.md.
Agent Errors / Gaps
  • Provided an incorrect and non-existent model number ('WRTP-T-4G') at [06:00], which is a serious accuracy failure per KB.
  • Gave false information about firmware support timeline (claimed support ended in 2022), contradicting KB documentation that WRT54G has been unsupported for over 15 years.
  • Failed to perform any basic connectivity troubleshooting (power cycle, modem test, cable check) before concluding the router is faulty, violating standard protocol.
  • Did not verify warranty status or discuss support eligibility, despite the customer being directed to Linksys by Spectrum.
  • Did not provide any self-help resources or KB links for the customer to reference independently, as suggested in adjacent_device_setup_scenarios.md for legacy devices.
  • No empathy statements or acknowledgment of customer frustration were offered.
  • Failed to confirm the customer understood the next steps or outcome.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent explained router is end-of-support and advised replacement, but did not verify actual cause (e.g., modem/ISP) before concluding; resolution based on product age, not diagnostic confirmation.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (power-cycle, WAN check, cable inspection, modem test) performed; agent jumped to conclusion router is obsolete without evidence-based isolation.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified WRT54G as out-of-support but failed to conduct even basic best-effort troubleshooting (LED check, cable verification) before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply logical diagnostic process: no symptoms identified (LEDs, modem status), no diagnostic questions asked to isolate root cause before concluding router was 'bad' due to age.
T2 Not Met Appropriate tools / resources used conf 95%
Agent skipped tools/resources clearly required for 'no internet' scenario: per universal_isp_modem_diagnostics.md, should have directed customer to test connection directly at modem to isolate ISP/modem from router.
T3 Met No misinformation conf 90%
Technical claims regarding WRT54G's age (2002) and end-of-support status are factually accurate, consistent with agent's internal resource usage.
Communication
C1 Not Met Clear & professional language conf 85%
Long silences, lack of clear next-step framing, and no active call control evident throughout the call.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but did not adapt to customer's confusion or confirm understanding (e.g., customer struggled to read model/serial).
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned interaction from contact to close, did not transfer, and provided a recommendation (upgrade router).
O2 Partially Met Proactive follow-through conf 80%
Agent suggested buying new router but gave no concrete timeline or follow-up plan; customer left without actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation made and none warranted; issue handled within L1 scope (product EOL explanation).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy or acknowledgment of customer's frustration; interaction remained transactional and detached.
X2 Not Met Tone & rapport conf 85%
Agent maintained monotone script, did not adjust tone/pace to customer's needs (confusion, repeated requests for info).
X3 Not Met Overall experience conf 85%
Customer had to repeat serial/model information multiple times; agent did not reduce effort by recording or confirming efficiently.
Call Transcript14 turns · 16 lines
Speaker 1
Yes, uh, I've been calling Spectrum, I can't get any internet, and they went, gave me this number to check my, uh, router, link, they said you could check it, make sure it's working. Uh, pardon?
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while and of Support products will have self-help options available. Please have your serial number ready, and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling Linksys. My name is Gerald. How can I help you? Got it. Can you give me the serial number and model number of your Linksys router?
00:00
Speaker 1
[silence]
01:00
Speaker 2
[silence] Sure, we can start with that. What's the serial number? Yeah. [silence]
01:00
Speaker 1
D 9 K 1 9 7 6 0 0 1 2 1 7 2 8 5 a 0 5 uh uh all right see it uh go ahead.
02:00
Speaker 2
Okay. And the model number. I know, that's not the model number. Try again. It should be... It says model number.
02:00
Speaker 1
I can't beat it so the last numbers two [silence] I can't read the number [silence] it's so fine. Uh [silence] model number was the first one I gave you I think [silence] the SSM number and then there's a marksier model number.
03:00
Speaker 2
um but you can see the model number where it's says model number that's a serial number so can you give that to me
03:00
Speaker 1
That's the one that's okay. I'm sorry. So, they are- two. That's all right. Yeah. Uh, Ronald Wilkes, W-I-L-K-E-S That's all right. Yeah. Uh, Ronald Wilkes, K-K-E-S-Uh. Ron Wilkes, three
04:00
Speaker 2
I see. All right. What's your first name and last name? WILKES. Got it. And what's your email address? Okay. All right, got it. So model number WRT54G, right? I'm just trying to confirm this. And the problems, you don't have internet connection? Okay. Okay. So let me...
04:00
Speaker 1
secure. Sure. Was connecting to the old one. Stop. OK. I have your number.
06:00
Speaker 2
Okay. Maybe the problem is related to firmware. Uh, this, uh, WRTP, WRTP-T-4G. Unfortunately, the firmware of this, I mean, there will be no future update for this router. And also, probably you can't update the, um, the firmware of this anymore because it's not on our website. You cannot download a firmware. Something like that. Now, the, I checked the support of this WRTP-T4G. And unfortunately, we no longer support this one. It ended 2022. So we cannot support this. I can send you the guide on how to troubleshoot it though. It's best to upgrade to a new or latest router, yes.
06:00
Speaker 1
So you think it's probably just the router is bad? so you can't do anything with this because it's too old? all right, so (have a great day) all right (have a great day) so I'll try a new router and see what happens no that's all thank you
07:00
Speaker 2
Probably the router is bad. And also, considering the technology of this, it might not be able to catch up with the latest devices we have today. Yes, probably, it cannot catch up with the update of your Internet provider's mode. This was actually released in 2002. So the technology of this, we can say it's old, something like that. But, yeah, the real reason we can't do something is that it's end of support, we no longer support this one. No one is turning this router anymore. I heard. Sam, you have other questions? [silence] Thank you, take care, bye bye for now.
07:00