V2 Rubric Detail — f22c5f7e-6375-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:09
Duration
5m 41s
Contact
STEPHANIE O'BRI
Issue Type
Account/Billing
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#GI00132670
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.4/5

V2 Rubric Scores

Resolution4.06/5
Technical4.38/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall89.4% (+21.4)

V2 Grader Summary

The agent correctly identified the WRT54GC as end-of-life and resolved the customer’s core concern about payments, enabling disposal. However, troubleshooting was inefficient — the serial number was needlessly pursued despite the model number alone being sufficient per KB. Tool use was suboptimal as the EOL firmware reference was not leveraged, though technical accuracy and communication were strong.

V1 Case Analysis

Customer inquired about payment and account closure for legacy WRT54GC router; agent confirmed no payment required and device unsupported, but could not verify serial number or account status.

Troubleshooting Steps
  • Confirmed product model and legacy status
  • Attempted to validate serial number
Key Observations
  • Agent correctly identified the WRT54GC as a legacy, unsupported product (KB reference: universal_eol_firmware.md).
  • Agent did not perform a warranty or account lookup despite the customer's inquiry about account closure and payment.
  • Agent failed to resolve serial number ambiguity, which could have been clarified by asking the customer to specify characters (e.g., '0' vs 'O').
  • No case number, customer contact details, or follow-up was documented, despite handling a formal account-related inquiry.
  • Agent did not acknowledge the power of attorney context, which may have implications for data access or account management.
Positive Highlights
  • Correctly stated that the WRT54GC is a legacy device no longer supported by Linksys (KB reference: universal_eol_firmware.md).
  • Accurately informed the customer that no payment is required for the device.
  • Avoided pushing paid support inappropriately for a legacy device.
  • Did not provide misleading technical guidance or invent account details.
Agent Errors / Gaps
  • Did not collect or confirm customer name, contact details, or case number.
  • Failed to perform a warranty or account status lookup despite having model and serial number.
  • Did not resolve serial number ambiguity by asking the customer to clarify characters.
  • Did not create or cite a HappyFox case for documentation.
  • Lacked empathy and did not acknowledge the customer’s role as power of attorney.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirmed the device is a legacy WRT54GC, no longer supported, and explicitly stated no payment is required, allowing the customer to dispose of it — fully resolving the inquiry.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent asked for serial number despite it being unnecessary; the model number alone (WRT54GC) was sufficient to determine EOL status per KB, making serial verification an inefficient step.
R3 Met Correct resolution path conf 97%
Agent correctly identified the WRT54GC as EOL/legacy per universal_eol_firmware.md and provided accurate best-effort guidance: no support, no payment, safe to dispose.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Agent gathered model number, recognized WRT54GC as legacy device, and logically concluded it is unsupported — aligning with KB classification for 54G-era devices.
T2 Partially Met Appropriate tools / resources used conf 88%
Agent did not reference or use the EOL firmware KB card (which explicitly lists WRT54G as EOL for 15+ years), relying instead on general product knowledge; tool use was suboptimal despite availability.
T3 Met No misinformation conf 97%
Agent accurately stated the WRT54GC is an old, unsupported legacy router — consistent with KB documentation on 54G-series EOL status.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, guided the interaction toward resolution, and closed clearly without digressions or loss of direction.
C2 Met Confirmed understanding conf 94%
Agent used plain language, avoided jargon, and confirmed understanding — appropriate for a non-technical caller acting as power of attorney.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and delivered a complete resolution without deflection.
O2 Met Proactive follow-through conf 95%
Agent provided clear next step: dispose of device, with no further action needed — outcome confirmed by customer satisfaction.
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 was performed and none was warranted for this informational query about an EOL device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained polite, thanked the customer, and ended courteously — demonstrating professionalism despite caller confusion.
X2 Met Tone & rapport conf 93%
Agent adapted to caller’s pace, allowed time for model number clarification, and matched the respectful tone.
X3 Partially Met Overall experience conf 90%
Agent repeatedly asked for serial number despite it being irrelevant; customer effort could have been reduced by focusing solely on model number per KB guidance.
Call Transcript10 turns · 11 lines
Speaker 1
Oh, hi. I'm just calling regarding a device. I'm acting as a power of attorney for someone and they have one of these linked devices in their home and I'm just not sure, do I have.
00:00
Speaker 2
Welcome to LynxS support. To ensure quality service, your call may be monitored. For in warranty product, 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 now. For out of warranty products, paid support may be available. 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 ice, how can I help you? Can you provide me mem the serial number? Can you say that again? SJI. Pardon sorry.
00:00
Speaker 1
2 Zeros or 2 Os. I don't know what it is. It says serial number, so maybe it's S it just got it looks like an a one or an L. No, it's not a one. It would be an I, a capital I. So S I J 0 0 E 7 1 1 1 0 4. Yes. Well, it's either two.
02:00
Speaker 2
Uh, can you double-check if that's the serial number? That's not S-I-J 00E, so it's not 2 0, it's 00.
02:00
Speaker 1
t. twos or twos. I don't know what the difference because they look the same on the on the device. So, whatever your normal serial numbers are, are they normally O's or zeroes after the F I. Can you try can you try both options please? because it's either or. [silence] [silence] Well, I have I have a model number. It's a WRT WRT54GC. [silence]
03:00
Speaker 2
[silence] That's the thing, ma'am. We cannot be sure about this. because the serial number you provided, ma'am is kind of unusual, because usually the serial number we have starts with numbers and letters. I've tried to type in the W-R-T five four...
03:00
Speaker 1
G as in Gary, Gary, G, C, as in Cat. That's the model number. It's a compact wireless. Yeah. Okay. So the only thing I want to know is there's no payment. Can you just tell me, is there any payment that comes out for this, to have it? Because that's what I'm trying to figure out. So there's nothing... I can throw it out. Right. Okay. So... Okay, so no money is coming out of it. I can
04:00
Speaker 2
All right. I see. Uh so that's the reason why, oh we got it. Uh that's a uh a Linksys product, but it's an uh apparently this router is an old or classic type uh legacy router from Linksys. Uh it's no longer supported. This WRT 54GC. So we could not provide you uh technical. No, uh there's no payment uh because it's no longer because it's no longer supported, which means uh we don't provide any assistance because it's already an old uh router. Uh
04:00
Speaker 1
Now dispose of it. Do I have to close the account? Is there an account attached to this or anything? Do you know? Or is it just obsolete. Doesn't matter. Okay, perfect. That's great. I'm happy to hear that. Okay, I will dispose of it. Thank you for confirming. That was helpful. Okay. Thank you. Have a nice day. Okay. Bye.
05:00
Speaker 2
that we don't know because it hasn't really matter because it's an odd border and we our system shows no data of it or records so. Yeah. All right. Thank you Stephanie. You're welcome. You too. Thank you. Bye.
05:00