V2 Rubric Detail — e4f5be66-7489-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 13:45
Duration
10m 36s
Contact
No name
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135299
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping wireless connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall67.5% (+9.5)

V2 Grader Summary

The agent correctly identified the router as a legacy, end‑of‑support device and provided a valid best‑effort path via promised email instructions, meeting OOW expectations. While no live fix was applied, the response aligns with appropriate handling for legacy hardware. The outcome is Unresolved because R1 and R2 are both Not Met — no meaningful troubleshooting was performed and the issue was not resolved.

V1 Case Analysis

Customer reports intermittent Wi-Fi, missing Wi-Fi calling, and TV buffering on a legacy Linksys N600 (S/N: W0A30C64450075). Agent confirmed device is end-of-support, recommended replacement with a newer Wi-Fi 6 router, and offered to email basic web UI instructions for wireless optimization. No case number created.

Troubleshooting Steps
  • Collected and confirmed serial number
  • Identified device as legacy/end-of-support
  • Advised that Linksys cannot provide further phone/chat support for this model
  • Recommended replacement with a newer router
  • Offered to email basic web UI steps for wireless optimization
Key Observations
  • Agent correctly identified the N600 as a legacy, end-of-support device based on serial and model (KB-aligned).
  • No active troubleshooting (e.g., channel/band adjustment) was performed before recommending replacement, despite offering to email instructions for such steps.
  • Warranty status was not explicitly confirmed; agent relied on device age and support status to infer out-of-warranty (KB allows this inference for legacy devices).
  • Agent’s recommendation to replace with a Wi-Fi 6 router is technically sound per KB guidance for legacy devices.
Positive Highlights
  • Accurately captured and confirmed the serial number [transcript: 02:00].
  • Correctly identified the Linksys N600 as a legacy, end-of-support device per KB guidance on legacy products (universal_legacy_device_wifi.md).
  • Provided a clear and appropriate recommendation to upgrade to a newer Wi-Fi 6 router [transcript: 07:00].
  • Offered to send email with step-by-step instructions for accessing the web UI to adjust wireless settings (KB-aligned for legacy devices) [transcript: 07:00].
  • Clearly communicated privacy limitations regarding remote access (KB-aligned) [transcript: 09:00–10:00].
Agent Errors / Gaps
  • Did not create or reference a HappyFox case number [transcript: no mention of case].
  • Did not explicitly confirm warranty status or offer paid-support option for an out-of-warranty device [transcript: 06:00–07:00].
  • Did not attempt any on-router configuration changes (e.g., channel, band) before recommending replacement, despite offering to email instructions for such steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent only recommended replacing the legacy router; no fix was provided for the Wi‑Fi calling issue.
R2 Not Met Diagnostic thoroughness conf 94%
Agent did not perform any concrete troubleshooting steps (e.g., checking channel, signal strength) and stopped after stating the device is end‑of‑support.
R3 Met Correct resolution path conf 96%
Agent correctly identified the router as a legacy, end‑of‑support device and suggested replacement or email instructions.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent asked whether the issue affected all devices, helping isolate the symptom, and inferred a likely root cause (outdated hardware), but did not verify signal strength, interference, or phone‑specific settings.
T2 Met Appropriate tools / resources used conf 92%
For an out‑of‑warranty legacy device where remote tools are unavailable and customer lacks technical familiarity, providing documented self‑help (email instructions) is appropriate tool use per KB guidance; no required tool was skipped.
T3 Met No misinformation conf 98%
All technical statements — end‑of‑support status, lack of remote access, recommendation to upgrade — are factually correct and consistent with KB documentation.
Communication
C1 Met Clear & professional language conf 95%
Agent set clear expectations about support limitations early, maintained control throughout, and managed the transition to resolution path smoothly.
C2 Met Confirmed understanding conf 94%
Agent used accessible language, confirmed understanding, and adapted tone to a non‑technical customer, avoiding jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end‑to‑end, did not transfer, and committed to sending follow‑up instructions without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 90%
Agent committed to sending instructions via email but did not specify when or confirm receipt, leaving timeline ambiguous.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the legacy status of the device and nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expressed sincere apologies and acknowledged inconvenience, demonstrating empathy for the customer’s frustration with outdated equipment.
X2 Met Tone & rapport conf 93%
Agent matched the customer’s pace, used affirmations (‘I see’, ‘uh‑huh’), and maintained engagement despite the limited resolution path.
X3 Met Overall experience conf 92%
Agent avoided making the customer repeat information, moved efficiently from serial verification to diagnosis, and minimized steps.
Call Transcript16 turns · 19 lines
Speaker 1
I, [silence] I have an older um, rather old lynksy's N600 router, and uh, I'm having trouble with my um, my uh, mobile phone.
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 one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your circum... 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] Hi, thank you for calling Linksys. My name is Josh, how may I assist you today? Mhm. Uh just to verify again, ma'am I have the model number, uh, uh since you have already the bags, kindly tell me the value of the one that says S/N since that's the certain.
00:00
Speaker 1
Okay. Oh, yeah. Okay. That is 10A, as in apple, 30C, as in cup, 6445 0075. Okay. Correct. [silence]
02:00
Speaker 2
All right, thank you, so much for that Mame. So let me verify again the title number, okay? So it is W0 A for alpha, 30C for Charlie, six, four, four, five, 0,075. Is that correct? [silence] Thank you so much for confirming. So going back to the issue, one of your devices, for example your phone, it's like keeps dropping that. or like it keeps dropping its wireless connection from the router, is that correct?
02:00
Speaker 1
And that's about it. I've rebooted. I've done everything I could think of. Well, partly. Um, I can't, I actually removed, I mean, I don't have Wi-Fi calling show up on my phone. Um, it just says Wi-Fi. So if I disconnect the Wi-Fi itself, everybody says, you should have Wi-Fi calling show up. It doesn't. And and I don't know why. I, when I.
04:00
Speaker 2
So got this one man so just to verify you're uh using the Wi-Fi calling on your phone in order for you to yeah call someone and however when there's a there's someone's going to call you all of their calls will be redirected to your voicemail and also uh you cannot hear if your phone rings is that correct? Uh-huh. Uh-huh. Hm. Hm. I see.
04:00
Speaker 1
Wi-Fi calling appeared it under connections on my phone, when I came home and looked at it, that didn't happen. The only thing I see in connections is um, you're on Wi-Fi or you're off Wi-Fi. So, I took I if I take it off Wi-Fi, I can sometimes get calls, but but not even all the time. It's it's my mobile phone. And I have a lot of buffering, I have a lot of buffering and breaking up a signal on my TV.
05:00
Speaker 2
Mm-hmm. Mm-hmm. Okay. Okay. Okay. I see. Make you ma'am. Mm-hmm. Mm-hmm. Mm-hmm. I see. And just to verify, like for isolation purposes, this is only happening on a specific device or all your phones are experiencing the same issue? I see. All right, thank you. I see. I see. Yeah, got this one, Ma'am. And again I really do put, I really do apologize for the inconvenient. And yeah, it could be possible that, uh, some of your, some of your, or all of your wireless devices are experiencing like an, an intermittent wireless connection coming from the router. And since you mentioned that you are, sorry, you have already rebooted the router and the, sorry, the issue persists, for this one, we might need to uh access the web user interface of the router and then try to uh optimize its wireless channel. However, for this one, I'm gonna set your expectation that, and you are correct, Ma'am, this router is one of our legacy devices. So, um, also to apologize, but this router is already one of our end of support devices. Uh, that means, Ma'am, that we can no longer provide assistance over the phone or chat for this specific device. [silence]
05:00
Speaker 1
Okay. You could do that. I'm I'm not sure that I can do it. Uh, I, I think this is it isn't it likely that this is old enough that I probably should just get a new one.
07:00
Speaker 2
uh-huh model. However, what I can do here on my end is I can still be sending or I can still send you step-by-step instructions via email on how to log in into the Linksys router's web user interface for you to be able to optimize its wireless settings. Uh-huh. So uh-huh. Yes, ma'am. So that what that's it sorry. That is one of my recommendations as well since again, this router is already obsolete and there are already newer routers right now that are compatible with the Wi-Fi 6th. that means that those routers are those routers are already uh more powerful and compatible with most of the technology nowadays. So uh [silence]
07:00
Speaker 1
Okay. Well that's fair enough. Okay. Yeah, I I'm, I don't even remember. It was so long ago when, when my friend installed it. I, I know nothing about it except how to reboot it. So. [silence]
08:00
Speaker 2
would recommend to replace this unit since again, this device is already one of our legacy devices.
08:00
Speaker 1
Great. That's probably what I'll do, but I thought I might rent their router for a month anyhow while I'm deciding. I mean, I think if their router works and it solves my problem, I know mine doesn't. And it's not something you can fix anyhow. Right?
09:00
Speaker 2
Service provider also can provide a router if or you can just like purchase another uh linksys devices or any third-party router from your uh local store or any uh online store. Uh-huh. Mm-hmm. Uh-huh. Uh-huh. I understand, madam. Yes, ma'am. Mm-hmm. Yes, ma'am. And also regarding for the remote access uh we don't have a tool or option here to remotely access any of of our linksys devices since it that will invade the privacy. Oh. However, I I believe uh some of your uh some of the int'inter-
09:00
Speaker 1
okay okay Thank you for your help goodbye
10:00
Speaker 2
Internet service providers in the U.S. is able to do that, like they can access their modem so that they can check if their modem is online or working. [silence] Okay. [silence] So, all right. So thank you again so much for your - sorry - consideration and understanding. And thank you again for calling Linksys, ma'am. You have a great day. You're most welcome. Bye for now. [silence]
10:00