V2 Rubric Detail — f74494f4-66cc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-13 02:09
Duration
12m 51s
Contact
Christopher Crabb
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133343
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Wireless Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall54.8% (+22.8)

V2 Grader Summary

The agent correctly identified the router as end-of-life and out-of-warranty, offering valid paths forward. However, no troubleshooting was conducted, no tools were used, and the core Wi-Fi coverage issue was left unresolved. The customer was directed to self-service or replacement without any diagnostic engagement, resulting in an Unresolved outcome.

V1 Case Analysis

Customer reports weak Wi-Fi range from WRT3200ACM (out of warranty), preventing Tesla from connecting. Agent misidentified model as 'WRT 300 A-C-N', gave incorrect URL (support.linksy.com), and offered no troubleshooting beyond suggesting a channel change via KB. Offered paid support or router upgrade. No diagnostics performed.

Troubleshooting Steps
  • Collected model number and serial number
  • Confirmed out-of-warranty status
  • Suggested changing wireless channel via support.linksys.com
  • Offered paid support and router upgrade
Key Observations
  • Agent failed to perform any technical troubleshooting (e.g., signal test, placement check, reset, firmware update).
  • Provided an incorrect support URL: 'support.linksy.com' instead of 'support.linksys.com'.
  • Misidentified the product model as 'WRT 300 A-C-N' instead of WRT3200ACM.
  • Repeatedly requested serial number after customer provided it clearly.
  • Offered paid support before attempting any free troubleshooting steps.
Positive Highlights
  • Successfully collected the correct model number (WRT3200ACM) from the customer.
  • Confirmed the serial number (19810609704913) and verified it in the system.
  • Correctly identified and communicated that the device is out of warranty and end-of-life.
  • Provided a general self-help path by directing the customer to change the wireless channel, which is a technically valid suggestion for interference-related range issues.
Agent Errors / Gaps
  • No diagnostic steps were taken to assess Wi-Fi coverage, signal strength, or router placement.
  • Provided an incorrect support URL: 'support.linksy.com', which is not a valid Linksys domain.
  • Misidentified the product model as 'WRT 300 A-C-N', which is not a valid model number and contradicts the correct WRT3200ACM.
  • Repeatedly requested the serial number even after the customer provided it clearly at [04:00] and [07:00], indicating poor information tracking.
  • Offered paid support as a second option before validating whether basic self-help steps could resolve the issue, violating support path protocol.
  • Failed to confirm whether the customer could access the router web UI or knew the admin password, creating a credential/access assumption gap.
  • Did not mention or suggest firmware update, which is a relevant step for older routers with range issues.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
No resolution achieved; issue remains open with only self-help or purchase suggestions offered.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps performed (e.g., placement, channel, firmware, power cycle) despite clear symptom of weak signal.
R3 Met Correct resolution path conf 95%
Correctly identified WRT3200ACM as end-of-life/out-of-warranty and offered appropriate paths: KB, paid support, upgrade.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Identified symptom (no Wi-Fi outside) and collected model number, but asked no follow-up diagnostic questions about configuration or environment.
T2 Not Met Appropriate tools / resources used conf 93%
Did not use or guide customer to check router settings (e.g., channel, transmit power, firmware) despite being necessary for signal issue.
T3 Met No misinformation conf 97%
All technical info accurate: warranty period, EOL status, auto channel relevance, and support options correctly stated.
Communication
C1 Met Clear & professional language conf 94%
Maintained control, collected required data, and structured response despite customer digressions about Tesla and neighbors.
C2 Met Confirmed understanding conf 92%
Used accessible language, avoided jargon, repeated URLs clearly, and confirmed understanding through pacing.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership by creating a case, collecting details, and providing actionable next steps without transferring.
O2 Partially Met Proactive follow-through conf 89%
Provided options (KB, paid support, new router) but no timeline, callback, or follow-up commitment was established.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was out-of-warranty with no hardware failure confirmed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Polite and professional, but no explicit empathy or acknowledgment of frustration; response felt transactional.
X2 Partially Met Tone & rapport conf 86%
Maintained steady pace but did not adapt tone to customer’s evident frustration or sense of urgency about Tesla updates.
X3 Not Met Overall experience conf 94%
Customer had to locate model/serial, research online, and consider new purchase—no reduction in effort; issue not resolved agent-side.
Call Transcript24 turns · 25 lines
Speaker 1
Yeah we have a router that my husband purchased and
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 dot LinkSys dot 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 service options, press two. Please have your devices 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 F.B. How can I help you?
00:00
Speaker 1
[silence] [silence] and we've had this um we've had your service for our Wi-Fi and what happened was um I have a Tesla and we can't get the Wi-Fi like outside our house like normal and um we actually have spectrum with the modem but we have our own router and they told me it's the router that gets the Wi-Fi out um so I need to either get a higher power or check what's wrong or why you know when you pull up to somebody's house their Wi-Fi comes up but ours link speed doesn't ever come up [silence] that um I can't get like my Tesla when it have to upgrade like your phone.
01:00
Speaker 2
Oh, okay. So, uh, you're having some issues with your wireless signal. So, um, but your internet is working right now. It's just the wireless signal. [silence]
01:00
Speaker 1
There's no Wi-Fi connection outside our house, no matter how close I park my car to the house. And so, when I call Spectrum, they said, "Oh, it's your router then." So, I had to call you. No. My Tesla has to be connected to Wi-Fi to be upgraded. So, when I tried to get onto any Wi-Fi, like, I got onto the neighbors' and they gave me theirs, which was good for a while, but I don't want to borrow theirs. We should be able to just hook up to mine. So, when I called Spectrum, I thought, since we have Spectrum on our cable TV and our Internet, I thought it was theirs, but they said, "It's your router that produces the Wi-Fi [silence] like further." So...
02:00
Speaker 2
Okay. So, you mean to say your Tesla is that the phone? Okay. It is the Tesla no it's okay. How far is the Tesla from the golf course?
02:00
Speaker 1
It's like, it's like, it's like right outside the door, probably 15, 20 feet, 15 feet, 20 feet. You know, like, when you pull up to anybody's house and all of a sudden their Wi-Fi pops up on your phone or your car? Links never pops up. Yeah. It never pops up here, no matter where I drive down the driveway around the house down the bottom right in front. It never pops up. I have to try to add it and then it goes around and around and around and it won't add. But yet, when I pull up near here, everybody else's Wi-Fi pops up. Okay, I'm not sure what is well
03:00
Speaker 2
from your Tesla car from the link this okay so you're you're unable to your own network all right okay so ma'am can I have the model number and the serial number of your Lenks device please
03:00
Speaker 1
but I copied all these numbers down. Um I have uh I have. Yeah I've got three different numbers so here's one of them if this is it. 1 9 8 1 0 6 0 9 7 0 4 9 1 3. Is that what you want? I have Yeah that's the serial number and the um Yes uh 19810609704913. [silence]
04:00
Speaker 2
you may be able to find it underneath the router i'm sorry is that the serial number uh it should say s slash end sorry can you have that again ma'am one nine eight okay let me just check this serial number it shows [silence]
04:00
Speaker 1
[silence] Yeah. Uh there's another one. 603 E is in Edward. I think it's a zero or O and then C47088. [silence] Oh sorry. Okay. [silence] Uh no 8. Eight. Yes. OH 88. [silence]
05:00
Speaker 2
No data on our system. Do you see any model number? On the box? I mean, on the device itself? [silence] Okay. I think this one is the serial number. [silence] Okay. So that's again S603 eight EFOR Edwards zero CR for Charlie 4708 AFOR Apple. [silence] Still not no record, ma'am. [silence] Can you check for the model number? Do you see any model number? Try to look at the front.
05:00
Speaker 1
Ah, yeah, okay, I have to go to erase that, down the tape. Um, yeah, I was, uh, to the internet. Uh, so, yeah, sorry, uh, yeah, they're all on the bottom. It was hard to see, but you see all the numbers. Okay. There's Linsky and then there's a wrt3200acm. I don't know how old this is. Wrt, that's the model now.
06:00
Speaker 2
Okay. Try to look at the front. Maybe, uh, you're getting something in there. Do you see M like Mary? This starts with the letter M.
06:00
Speaker 1
3200 A.T.M.. I'm, uh... I'm the cool... I'm like upside down on this, um... The other number... The SN number... I can... It's 1981 0606974 912. Yes. Okay. Um, yeah, my husband bought it, so I don't know what he did, if he registered it, but the name would be Christopher Krab or Paula Krab. [silence]
07:00
Speaker 2
Okay. Yes. It's the model number WRT 300 A-C-N. So let me just check this now. Yeah, I uh, it's okay ma'am. So I got the model number here. So uh, can you also have your name? Let me just create a record. Christopher Crabb, okay. C RABB. O C R ABB. Okay. All right. And the email address you mail on the account. Okay. That's all right. Uh, we can just use this email for documentation purposes. Okay. So, but other wireless devices are working. Do you have internet on your laptop or?
07:00
Speaker 1
I should be able to. Uh, let me check. my host is. Because we've had spectrum come up with different things. Just a moment. How long have we had that router? Four years. Four? Four years. Four years.
09:00
Speaker 2
Yeah. Mm-Hmm. Mhm. Yeah, how long have you been using this router, ma'am? Okay, so you had it for four years. All right. Okay. Okay. So, ma'am, based on our system, by the way, the device is already out of warranty. Okay. That's cuz it all it it only has one year warranty from the date of purchase. Okay. So yeah. What we can offer is our website. Okay. It shows up that it
09:00
Speaker 1
Mhm. mhm. mhm. support link. Okay. Dot com. silence
10:00
Speaker 2
It's out of warranty, that means it's no longer covered for free, technical support. However, we can give you two options for this. Okay, so either you go to our website, which is support.Linksys.com. It's for free. So what you can do on your end is actually to access the router settings and make some changes on the wireless channel, okay? And maybe you need to update the channel 'cause by default, it's set to auto. Okay, if you change the the recommended channel is for the 2.4 GHz. So, we we may need to change the channel from there. You can also take advantage of our AI tool at the bottom right. So, it's from that page. It's from that website. The website is support.Linksys.com now. Okay, so the second option, yeah. Support.Linksys.
10:00
Speaker 1
uh-huh, yeah, mm-hmm, so, it's sounding like we need to buy a new router.
11:00
Speaker 2
Yeah. l-i-n-k-s-y-s.com. So the second option, yeah cuz this router is one of our end-of-life routers. So uh yeah. And the second option is our paid connect service which will cost you $[REDACTED_PAYMENT_DIGITS] So this is just a one-time payment of $[REDACTED_PAYMENT_DIGITS] lasting for [REDACTED_PAYMENT_DIGITS] minutes of troubleshooting. So this service ma'am is not refundable. So you may try our website first. That would be support.linksys.com. Well another option ma'am is to upgrade your router. Because this router W-R-T-A-C-M is as I mentioned earlier is one of our end-of-life routers. And this is just dual band gigabit routers. For newer routers right now.
11:00
Speaker 1
Mm-hmm. And would you know the price of those? Or would that, is that a one-time payment? Okay. Okay. All right. Thank you very much then. Uh-huh. Okay. Bye-bye. Thank you. Bye.
12:00
Speaker 2
uh, you have we have tri-band and it goes up to uh two thousand or three thousand square feet um, that covers three square feet of signal, so you can also add up uh well uh yeah it yeah, it's it's $150. Okay. You're very welcome ma'am. So yeah, for more information, please visit our site support.linksy.com This is eppy again from linksy, thank you for calling. You have a great night ma'am. Have a great weekend. Bye. Bye.
12:00