V2 Rubric Detail — ed5308a6-762e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 15:58
Duration
11m 41s
Contact
Angelina Montejano
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135660
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.62/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall64.8% (+36.8)

V2 Grader Summary

The agent correctly identified the router as end-of-support and used appropriate tools to verify this status, but failed to perform any diagnostic troubleshooting or provide best-effort assistance as required for out-of-warranty devices. No steps were taken to address the customer's lack of internet, leaving the issue unresolved. While communication, ownership, and technical accuracy regarding product status were strong, the lack of engagement in troubleshooting resulted in an unresolved outcome.

V1 Case Analysis

Customer reports no internet at church; router model LRP0101J, serial 26D10M34A11657. Agent incorrectly stated no support is provided for end-of-life devices, performed no troubleshooting, and recommended purchasing a new router. Offered to email user guide with reset steps. No ISP verification or LED check performed.

Troubleshooting Steps
  • Offered to email user guide that includes a reset procedure
Key Observations
  • Agent incorrectly stated that Linksys provides no troubleshooting for end-of-life devices — contradicts KB policy allowing basic triage.
  • No diagnostic steps were performed despite customer reporting a connectivity issue.
  • ISP information was not verified, and no check of router LEDs or admin interface was attempted.
  • Warranty status was not verified through official lookup — agent relied on a general end-of-support date.
  • No escalation or paid-support path was offered, which is required for out-of-warranty devices.
Positive Highlights
  • Agent captured customer name, email, and serial number accurately.
  • Was polite and empathetic in tone.
  • Offered to send a user guide via email, which could contain basic reset instructions.
Agent Errors / Gaps
  • Incorrectly stated that Linksys cannot troubleshoot end-of-life routers — per KB, basic triage (reboot, LED check, login) is still allowed.
  • Failed to perform any standard diagnostic steps: did not check modem, router LEDs, or ability to access http://192.168.1.1.
  • Did not verify ISP or confirm whether the issue was upstream or local.
  • Did not offer paid support or escalation path despite device being out of warranty.
  • Relied on unverified end-of-support date instead of confirming warranty status via proper channels.
  • Did not confirm whether the router was even powered on or showing any LED status (e.g., solid red).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the router is end-of-support and no troubleshooting assistance is provided, then suggested purchasing a new router without resolving the customer's lack of internet.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (reboot, LED check, firmware, ISP verification) were performed despite the customer reporting a complete internet outage; agent skipped all diagnostic steps in favor of end-of-life declaration.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the device as end-of-support but failed to provide best-effort troubleshooting (e.g., factory reset, power cycle, LED check) as required by OOW standard; dismissed instead of assisting.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms (e.g., LED status, connection attempts), asked no diagnostic questions beyond model/serial, and did not attempt to determine root cause before citing end-of-support status.
T2 Met Appropriate tools / resources used conf 91%
Agent used internal system to verify product lifecycle status, which is the correct tool for confirming end-of-support status; no further tools were needed for that determination.
T3 Met No misinformation conf 94%
All technical statements — end-of-support status, lack of firmware updates, recommendation to replace — are factually accurate per Linksys policy and documentation.
Communication
C1 Met Clear & professional language conf 95%
Agent introduced herself, gathered information systematically, maintained control of the conversation, and closed with a clear sign-off.
C2 Met Confirmed understanding conf 94%
Agent used plain language, repeated back information for confirmation, and adapted to customer’s non-technical level without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and committed to sending a user guide email.
O2 Met Proactive follow-through conf 94%
Agent provided a clear next step — sending a user guide email within five minutes — which constitutes a realistic and specific follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
Agent correctly decided not to escalate, as end-of-support devices do not qualify for escalation under Linksys policy.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed sympathy ('I'm sorry to hear about the issue') and remained courteous and professional throughout.
X2 Met Tone & rapport conf 94%
Agent matched the customer’s pace and tone, used accessible language, and confirmed understanding during data collection.
X3 Partially Met Overall experience conf 90%
Agent avoided repetition in data collection but failed to reduce effort by skipping basic troubleshooting (e.g., reboot, LED check) that could have resolved the issue without replacement.
Call Transcript21 turns · 22 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 model and 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 service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to sixty minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or visit Use our AI powered support bot at support.linksys.com. You can also access the web portal for self-help. Find self-help articles at support.linksys.com/article.
00:00
Speaker 1
I'm a member at one of the churches at the church and there is a Wi-Fi trouble and I don't know what's wrong with it. I made sure everything was connected I unplugged it and waiting for like 10 minutes and I re-plugged it in still not connecting Wi-Fi is still not up. I don't know what's wrong with it. I don't know what I could possibly do. Yes. Well the church, the church doesn't have internet connection. Yes.
01:00
Speaker 2
okay also connect with other users for tips and guidance at r slash r slash linx us. Thank you for calling links is technical support my miss Dillon how can how can help you today okay so so just to make sure I got it right ma'am you don't have internet connection the church.
01:00
Speaker 1
Okay. This is the first time me calling ever. Angelina Montejano
02:00
Speaker 2
See, I'm sorry to hear about the issue that you're having right now. Uh let me check and uh run some verification with you in order for me to proceed further and see what I can do to help you out with your concern, okay? Alright. So let's start with uh uh um creating a record. Uh, I believe this is your, I mean, not your first time, but your first time calling ever, I mean like a year ago. Um probably. Oh, okay. So this is your first time. Okay. All right. So let me just create a quick record here and let's start with your full name.
02:00
Speaker 1
Yeah. Montejano, M-O-N-T-E-J-A-N-O. Uh, Oh, let me get that for you. I'm sorry. I have one email address is uh, M-A-N-G-I-E-7-2-0-0-3.
03:00
Speaker 2
That's Angelina. Montejano? Yes, sure. Please. All right. Thank you. So, Ms. Angelina. How about your email address?
03:00
Speaker 1
Yes. uh huh. Okay. The serial number is two six D one O M three four... uh... eight one one six five seven. [silence]
04:00
Speaker 2
All right. Let me just repeat that one. It's man72003@gma''. All right. Thank you. Don't shout out. Okay. Now, can you provide me the model number and the serial number of your Linksys router? [silence] Okay. Thank you so much for that.
04:00
Speaker 1
Yes, 26D10M34A11657. I have no idea who the Internet service provider is. Um, yeah, no idea. Uh, the lady who originally, set up, like, majority of this stuff over here for the church, um, she has dementia now and she is no longer here. So I have no idea who the service provider is.
05:00
Speaker 2
it's 26 D10 M 34 A 11 657. Okay. Alright. Thank you so much. Aimee no who's your internet service provider? Hmm. You have no idea. Mhm. Mhm. I see. Alright um I'm Let me just input that. Let me just finish up the record here. Alright, so what's showing here on our system, Mr. Angelina is uh you have a Linksys router with a model number LRP0101J.
05:00
Speaker 1
in the church? Uh, We only have. We only have one. [silence]
07:00
Speaker 2
Okay. And Manu, if this router that you have has the same router that you're using in different areas or you only have one of this. Okay. All right. So, here's the thing, Miss. Agelina. The router that you have right now is actually already part of our end-of-life devices, which means we no longer manufacture this one and update its firmware. Also, upon checking here, the device is already...
07:00
Speaker 1
Okay. is there any other options?
08:00
Speaker 2
part of our end of support products. Technically for end of support products, we no longer provide any troubleshooting assistance for the router. So, there's um, one factor that may have caused that your router is no longer providing you internet. And that's um, uh, that's because we no longer update its firmware. Aside from that, uh, this router is um, a bit old. It's actually one of our mesh routers and this may not be able to keep up with the upgrades coming from your internet service provider. So, what I can suggest is you -may consider you know, purchasing a new router.
08:00
Speaker 1
Okay. I would love that. Um, not that I know of. Oh, I heard online that you can make an account for, for devices and everything.
09:00
Speaker 2
Uh... Well, uh, I can send you an email for the user guide of this specific router. You can refer to this user guide for some troubleshooting steps that you can perform. Like for example, resetting it and then setting it up again. All right. So I'll be sending the email right after this call. Uh, just give me at least 5 minutes. Uh... So, is there anything else I can help you with, uh, Angelina?
09:00
Speaker 1
I don't know if there's already an account under this device and if it is it's probably under the other ladies. Okay do you know when this router became the part of your N product? Like what year?
10:00
Speaker 2
Probably, but yeah, as what I've mentioned earlier, it's already part of our end of support products. So we, as much as I'd love to help you with this one, but, um, as part of our links as life cycle policy, we no longer provide any assistance for end of of support products. Yeah, actually, uh, it was end of support by like, um, April of 2020.
10:00
Speaker 1
August the 2025th, okay. Thank you so much. I think you answered all of my questions. You okay? Thank you for trying though. Thank you. Thank you for trying to help me.
11:00
Speaker 2
Actually, August of 2025. All right. Alright, Miss Johanna. Thank you so much. And I'm sorry for being unable to help you with your concern. All right. Bye for now. Have a great day. Thank you for calling. All right. All right.
11:00