V2 Rubric Detail — eda519d4-7fb6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 19:05
Duration
5m 52s
Contact
662-902-7849
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#EOS00137130
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_WRT54GS

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall20.6% (-35.4)

V2 Grader Summary

The agent correctly identified the WRT54GS as end-of-life but failed to perform any troubleshooting or provide best-effort OOW support, resulting in an unresolved case. Communication was partially effective but lacked empathy, clear next steps, and ownership. Technical accuracy was partially met with verified EOL status but included unverifiable pricing claims.

V1 Case Analysis

Customer reported no internet; expired WRT54GS router suspected faulty. Agent confirmed warranty expired and recommended purchasing a new router without troubleshooting. No technical resolution achieved.

Troubleshooting Steps
  • Requested model number (misidentified as WRT54G)
  • Requested serial number (received but not used for troubleshooting)
  • Confirmed warranty expired
Key Observations
  • Agent performed no basic troubleshooting (power cycle, cable check, WAN status).
  • Model number misidentified (WRT54GS vs. WRT54G) indicating inattention to detail.
  • Warranty status stated as expired without formal system verification.
  • Call concluded with product upsell rather than actionable self-help steps.
Positive Highlights
  • Polite greeting and clear request for model/serial information.
  • Correctly identified the WRT54GS as an end-of-life product per KB guidance (adjacent_legacy_devices.md).
  • Attempted to collect serial number from the customer.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting steps for no-internet issues.
  • Misidentified the customer's router model (WRT54GS as WRT54G).
  • Provided vague pricing and product recommendations without confirming compatibility with ISP/modem.
  • Did not direct the customer to self-help resources (e.g., KB articles) for legacy device support.
  • Did not verify warranty status through proper system lookup before stating expiration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the device is EOL and unsupported, advised customer to purchase a new router without attempting any troubleshooting or resolution path. No outcome was achieved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed (e.g., power cycle, LED check, connection verification). Agent immediately defaulted to replacement advice.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified the WRT54GS as EOL and out-of-warranty, and acknowledged lack of support. However, failed to provide best-effort OOW troubleshooting (e.g., basic reset, placement, or ISP coordination) as required by rubric.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questions asked about symptoms (e.g., LED status, modem connectivity, recent changes). Agent accepted customer’s claim without investigation.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used (e.g., remote access, admin UI, logs). Even though device is OOW, basic guidance via known procedures (e.g., reset) would have been appropriate.
T3 Partially Met No misinformation conf 90%
Correctly identified WRT54GS as EOL/unsupported per KB. However, pricing for Wi-Fi 6/7 routers is not in the KB, making the '$80' claim impossible to verify and potentially misleading.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent opened with standard greeting but exhibited long silences and disorganized flow. Still maintained minimal control; customer did not dominate.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language and avoided deep jargon. Did not confirm understanding or adapt to customer’s confusion about model number or replacement options.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership. Redirected customer to purchase a new router without attempting to assist beyond high-level suggestion.
O2 Not Met Proactive follow-through conf 94%
No clear next steps provided. Vague suggestion to 'check Amazon' with no model recommendations, timeline, or follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was OOW hardware with no L2/L3 support path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent did not explicitly acknowledge frustration or express empathy, but remained polite and did not become impatient or dismissive.
X2 Partially Met Tone & rapport conf 90%
Agent responded to customer’s pace but used filler ('uh', 'hm') and lacked engagement. Did not check comprehension or adjust tone meaningfully.
X3 Not Met Overall experience conf 93%
Customer had to spell out model number due to agent’s unclear request. No effort to reduce burden — e.g., no offer to guide through reset or diagnose.
Call Transcript12 turns · 12 lines
Speaker 1
Yes, man. I had just got off the phone with Max South, my internet provider because I do not have internet at my house. And um, it turns out it is my router that is the issue. And I thought that they had provided that but they said they didn't and she gave me this number to call. So, can you help me?
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. [silence] Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you today? Uh-huh. Mhm. Mhm. Uh-uh. Got it, ma'am. Now. Oh, let me try to check for the product that you have, so because uh before we try, we should. Ma'am, ma'am, what's the model number of your, of your, of your, of your [silence]
00:00
Speaker 1
Let's see. It is Wireless G broadband router with speed booster, 2.4 G H Z. And then it has 8 of 2. 8 of 2. Well, let me look. Hold on. Where would that? Okay. Oh. Oh. It is C as in cat, G as in gone, HN as in Nancy, E as in Eugene, 1 H as in hat, A as in apple, 1 3 8 6 6.
01:00
Speaker 2
your link to this device or provide your serial number instead. Can you provide me with your serial number instead? It's at the bottom of the device. There will be sticker there. Oh, uh, model number for this device that you have is WRT54GS.
01:00
Speaker 1
Do what now? WRC 54GS. That's the model number, yes. For years and years and years, I've had it for years. I mean, this one has just worked. So I just haven't had any, I haven't moved. I haven't had any reason to change. What do you recommend.
02:00
Speaker 2
the model number of your device, ma'am, is WRT 54G. uh... see? have you not tried to consider upgrading to a newer device? hm... well, uh take a look with the devices that you have here and unfortunately, based on our records here, the warranty of your product has already been expired and also for the product that you have, this is actually part of our oldest routers, meaning to say
02:00
Speaker 1
Okay. So should with Max Alpha with my cable/with my internet company. I mean I seems like it would. Mhm. That would that would work in place of this. And how much are they?
03:00
Speaker 2
We no longer manufacture this device and we no longer support technical troubleshooting for your router, ma'am, as troubleshooting might not work anymore. You might need to upgrade to a newer device. Uh it depends on you. If you wanted to ask for their router or you wanted to purchase from a different company. So there are there are other brands also aside from the one that we have from Linksys. There are other brands also that provide a router. Uh that yes, that would work for your modem that you have right now. Um you can definitely check it via Amazon.
03:00
Speaker 1
Oh, OK. So what's the name? What would I be looking for? OK, but do I need a certain, I mean, just any length? Wi-Fi 6 or 7 routers? OK, and what do they normally run? And what do they normally run, just price wise? I'm just curious.
04:00
Speaker 2
[silence] You can you can check for there ma'am Wi-Fi 6 or Wi-Fi 7 routers or 7. Yes. I'm sorry. Uh for a links is devices. It's uh might be like around $80 one pack, two pack or three pack.
04:00
Speaker 1
So about $80 for one. And they pull. It might be what? Uh. Three packs. Oh, okay. I don't think I need more than one. Okay. Okay. Well, I will do that. Okay. Uh. Let me just check on that. All right. Thank you. You too. Thank you.
05:00
Speaker 2
Already? Maybe that's already three packs! One, eighty to one hundred dollars. It might be three three packs already. Three routers inside. Yeah, because it's already a mesh system. So you can purchase only one, ma'am or you can purchase multiple of the that current device. Mhm. And you can purchase one. All right, thank you so much ma'am. You have a nice day. Bye-bye for now.
05:00