V2 Rubric Detail — 0402e5ee-665d-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-12 12:48
Duration
22m 51s
Contact
Christopher Belcher
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133227
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet 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

Resolution5.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall91.9% (+27.9)

V2 Grader Summary

The agent correctly diagnosed a configuration issue, performed a proper factory reset, and guided the customer through re-setup, resulting in confirmed internet access. Technical accuracy, troubleshooting, and ownership were strong. Empathy and adaptation to customer confusion were present but could have been more proactive, leading to Partially Met ratings in X1 and X2.

V1 Case Analysis

EA8300 not broadcasting Wi-Fi; performed factory reset and re-setup; internet confirmed working via YouTube and email. Paid support session completed.

Troubleshooting Steps
  • Performed factory reset by holding the reset button for ~20 seconds.
  • Connected to the default Wi-Fi network and completed the setup wizard (SSID, password).
  • Verified internet connectivity by accessing YouTube and email.
Key Observations
  • Agent directed customer to 'joinchat.com/link' at [11:00], which is not a Linksys domain and poses a security risk.
  • Agent referred to the EA8300 as a 'Slingshot router' at [11:00], which is incorrect and unrelated to Linksys products.
  • Payment was collected before confirming the correct reset procedure or troubleshooting path.
  • Agent did not collect or verify the serial number despite initiating paid support, a protocol requirement.
  • Customer confirmed resolution via YouTube and email, indicating functional outcome despite technical inaccuracies.
Positive Highlights
  • Successfully guided the customer through a full factory reset and re-setup, resolving the core issue of no Wi-Fi broadcast.
  • Confirmed resolution by having the customer test internet via YouTube and email at [21:00], ensuring functional outcome.
  • Collected payment and customer contact details completely, adhering to paid-support protocol.
  • Set clear expectations about the paid-support terms and limitations upfront.
  • Maintained call control and guided the customer through the setup wizard effectively despite technical inaccuracies.
Agent Errors / Gaps
  • Provided an incorrect and unsafe URL ('joinchat.com/link') at [11:00], which is not affiliated with Linksys and could expose the customer to security risks.
  • Misidentified the EA8300 as a 'Slingshot router' at [11:00], demonstrating lack of product knowledge and potentially confusing the customer.
  • Did not collect or verify the serial number during the paid-support session, violating protocol requirements for case documentation.
  • Failed to confirm the correct reset procedure (hold for 20 seconds) before proceeding with payment, leading to initial customer confusion about reset duration.
  • Did not direct the customer to the correct Linksys setup URL (192.168.1.1 or myrouter.local), instead using an unverified third-party domain.
  • Did not confirm access to the router's web interface before instructing setup steps, risking customer confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed YouTube and email were working after setup, indicating full resolution of the Wi-Fi broadcast issue.
R2 Met Diagnostic thoroughness conf 96%
Agent confirmed prior troubleshooting (cable reseating, power cycle), identified lack of proper reset, and initiated a correct factory reset and reconfiguration.
R3 Met Correct resolution path conf 97%
Device was out-of-warranty; agent provided full troubleshooting (reset and setup) rather than dismissing the case, aligning with best-effort standard.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (no Wi-Fi broadcast), verified ISP status, asked about prior steps, and logically concluded misconfiguration was root cause.
T2 Met Appropriate tools / resources used conf 94%
No external tools (e.g., remote access, logs) were needed; issue was resolvable via guided UI setup and reset, which the agent correctly executed.
T3 Met No misinformation conf 97%
Agent correctly instructed 20-second reset (within 10–20s KB guideline) and guided through setup wizard using default SSID and correct process.
Communication
C1 Met Clear & professional language conf 95%
Agent set expectations on payment, warranty status, and process; maintained control through reset, wait, and setup phases without losing direction.
C2 Partially Met Confirmed understanding conf 90%
Agent used clear steps but did not adapt language depth or check understanding during complex moments (e.g., account creation, network selection).
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed all troubleshooting, and did not transfer or defer responsibility.
O2 Met Proactive follow-through conf 96%
Agent provided clear next steps: reset 20s, wait 2–3 min, connect to default Wi-Fi, follow wizard, test connectivity—each confirmed with customer.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or observable; this was the first documented interaction for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted because the issue was fully resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore, execution of escalation cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent remained polite but used minimal empathy language (e.g., 'I see', 'Alright') without acknowledging customer frustration or effort.
X2 Partially Met Tone & rapport conf 90%
Agent maintained pace but did not adjust tone or simplify explanations when customer showed confusion (e.g., guest network, account creation).
X3 Met Overall experience conf 95%
Agent avoided repetition, guided setup in real time, and reduced effort by walking through each step without unnecessary holds or redirection.
Call Transcript36 turns · 40 lines
Speaker 1
Welcome to the. Hi, yes, I'm having an issue with my internet. My router is not broadcasting my internet. I have, uh, at the moment, I have ethernet. Um, can you hear me? Um, my other half, while living at my partner's address, puts in the username and password. They have it connected. I come here to my own home place. It's not broadcasting via the sky. Q. See, it says protected signal. It doesn't broadcast. And yet, and yet, I go off to my own internet account. My son uses it here and he switches to his own internet provider. They don't. Because we have all paid separate. So our way, the sky Q. Wifi highlights the choice of internet logging. I look and it says that, I've done everything. I ask the engineer with 18,000 customers, I think that's not an exaggeration. The engineer is very busy trying to get the internet. And yet, it doesn't broadcast. I can't get my internet. I don't understand. Nothing anywhere.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team and 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 60 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 get help from our AI powered support bot at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com slash r slash linksys. Hello, thank you for calling Linksys technical support. This is J. How can I assist you with D?
00:00
Speaker 1
I'm, internet signal. I'm only getting it through my extender and I called a little bit ago. My, things out of warranty. I called a little bit ago. Someone was supposed to send me some instructions via email to try to fix it myself. but I didn't get the email, so I'd rather just pay the $15 and have somebody walk me through what me I need to look at to see if I can fix this. The model number is E-A-8-3-0-0. Okay, 2-1, P like Peter, 1-0, C like car, 6-4-8-111-4-64. Spectrum. [silence]
01:00
Speaker 2
Okay. All right. Then let me assist you with this concern. Before we proceed, can you provide the model number and serial number of your Linksys router? Okay. Got that. And how about the serial number? Got it. And may I know who is your internet service provider, sir? [silence]
01:00
Speaker 1
Right, right. I talked to them. Yeah, and then I actually spoke to them first because I thought it was an internet issue and he confirmed it was, the internet was all, connection was all looking fine. And like I said, my extender is working. I'm getting my internet signal via our extender, but my 2.4 and my 5 bands are not broadcasting the internet signal from the router. Uh... uh... nothing other than talking. I mean, I've, I've unplugged and reset the router, uh, we've, you know, unplugged the ethernet cable from the, the Spectrum modem and the router and plugged all that back in.
02:00
Speaker 2
Spectrum. All right. And no internet outages, right? Or no power outages? Okay. Silence. And what troubleshooting have you done so far if I may ask?
02:00
Speaker 1
and then, you know, I did some troubleshooting with the internet service provider, but it was not the internet service provider issue. No, I did, yes. A couple times. I pressed the reset. I just pushed it, I turned it off and on, I unplugged it, I unplugged all the cords and plugged it back in, I. Am I supposed to hold the reset button for a certain amount of time? Because I just pressed it, you know, I didn't hold it in. Right.
03:00
Speaker 2
I see. You did not reset yet the Linksys router, correct? All right. So you pressed the reset button already. For how long did you hold the reset button? All right. So, got it. So, for us to proceed with the payment, sir, so you agree to a one-time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, and if we are unable to resolve your issue or determine the root cause of the problem within that time, you will be required to pay E16 Euros for the session. Is that all right with you? [silence]
03:00
Speaker 1
I understand. Yes. Sure. It's Christopher Belcher, B-E-L-C-H-E-R. It's Haley's uncle, so it's H-A-L-L-E-Y-S-U-N-C-L-E at charter.net. 314 838 3787. [silence]
04:00
Speaker 2
All right. If determined your product is defective, no refund or replacement will be issued. And this paid service is for troubleshooting only. All right. So, do you agree to this? [silence] All right. For us to proceed with the payment, ma'am, I will need to create a quick record for you here. Kindly provide your first and last name and also your email address. Got it. How about your email? I'll chart it out. Right. How about your phone number, sir, in case this gets call disconnected? [silence] Got it. Thank you. [silence] Thank you. Let me create a quick quote for you here. Before we proceed with the processing of your payment, please bear with me. Give me a minute or two. All right, so let's receive the the payment here. And also just to set the proper expectation to you that this device was already part of our end of life device. It means there is no updated firmware for this and no we don't manufacture this device anymore. And just to confirm, are you calling from United States? Thank you so much. Okay, can you prove? I will post a recording here so that we could now capture any details with regards to your card information. Um So, I already post the recording here on my end.
04:00
Speaker 1
Christopher Belcher. Okay. 52854000000630-[REDACTED_CARD_NUMBER], April 2030, 9:27 Oh, six, it Okay. Okay.
08:00
Speaker 2
Rada, thank you so much for providing me all this information. Let me process the payment here. All right. And I will send you the receipt of this one, so that you have a reference with regard the payment that you provided.
09:00
Speaker 1
I, yeah. Okay. I received the, I received the receipt. Yes. okay okay so I'll have to reconnect them all okay
10:00
Speaker 2
[silence] we will do here sir is we will reset your linksys router and it means that once we reset your device, your device will go back to the default setting and we will set it up again and all the devices that are connected to your router will be disconnected.
10:00
Speaker 1
Okay, do I need to hold it in or can I just press it? Okay. All right, I press for 20 seconds. Okay. Okay, the word Link has started blinking, so I guess that means that it's I've held it long enough. Yeah, okay. Okay, yeah, I've never actually done that. Any other any other time I've done that. I just pressed it. I didn't hold it. I didn't know I was supposed to hold it in so I see. So say then again
11:00
Speaker 2
I see. So, just press the reset button of the Slingshot router that you have. You need to press it for 20 seconds. Yeah. Yes. Yeah. Okay. All right. Can I release? Uh-huh. Yeah, you need to press and hold it so uh harder so that it will go back to default settings. All right. So let's wait for [silence] as the system restarts. So, while we're waiting, while Imu puts back, I put back the factory settings of the device, let's go to Joinchat.com forward slash link.
11:00
Speaker 1
Okay. Okay. Okay. Okay. Okay, well, now the word link, this is solid. It's not blinking anymore. But the Internet, uh, the Noe
12:00
Speaker 2
Let's wait here for about two to three minutes until it's done starting up. And once after two minutes, then we will connect your device to the default Wi-Fi name of this lab router.
12:00
Speaker 1
the the the Linksys is solid well it's actually like white and then it, yeah, I'm gonna look at that, or you can walk over here to that. But the router is still saying, the router is still saying there's no internet now, but no it's coming back up, I think okay, hold on. Let's see here. Okay, so I'm at um okay I I Okay. I'm at my computer. And now it's saying action needed for Linksys WRT1900AC. Select to open the browser and connect. Okay. Okay. So it's, I gotta, I connect it says, [silence]
13:00
Speaker 2
All right, what's the color, sir? Is it solid white or solid green? I see. All right. So do you have a divisive, like a laptop, a computer, an iPad or a cell phone that we can use? All right. Yeah. All right. Yes. Kindly select the network. All right, so just follow the, the, the wizard. [silence]
13:00
Speaker 1
[silence]
15:00
Speaker 2
Mm-hmm. All right. You can change yet one if you want, sir. Mm-hmm. All right. Can you proceed to the next step?
15:00
Speaker 1
It says use different names. So use different names. Okay. Which one's which? Yeah. Well, right. Well, right. And I have that. I, that's, okay. I understand. Cause I have one that says Linksys 11464 and then I have another one that says Linksys 11464-5. That must've been my uh right. right. uh, now let's just create a router password. Is that the, should that be, is that the same or different than whatever pass is on the router?
16:00
Speaker 2
You can separate them on, sir. You can yes, so that you will know which network is your device yes, reconnect the 5g yes that's for the admin password if you want to access to your router settings, then you can use that password. Make sure that you're right enough.
16:00
Speaker 1
okay okay okay ah boy okay okay I better write that down somewhere so I don't forget that. Hold on one second. I'm writing down this password I just made up. Okay. [silence]
17:00
Speaker 2
This is the deaf one, sir. [silence] All right.
17:00
Speaker 1
okay so now it's got my it says now my router's set up and so so [silence] okay. [silence] now go next. Create your Linksys smart wi-fi account. Why is Linksys and this is access to your home network when you're I guess do I hit next on that or do I say no, thanks? Whether it's [silence] okay so it's now asking create a Linksys smart wi-fi account. Is that something I need to do? [silence] okay.
18:00
Speaker 2
Yes, you can. Next. Forget to press. You can skip the. You can skip the answer or you can. [silence]
18:00
Speaker 1
Yeah, let me skip this for now, here. Let me go try to go back here. I don't think I need to do this right now. I don't need to connect to my Wi-Fi when I'm not at home. I think this what's one asking me to do. Okay, so now I'm in the link and says this device router internet site. I, now what do I need to do? Well, it came up with a screen that says Linksys Smart Wi-Fi tools and it's got little all these boxes. There's like network status, Wi-Fi settings, parental control. Yeah. Yeah. Okay.
19:00
Speaker 2
Do it later. Now, what's the next uh sorry service okay end there is No. Website's really do it later. Dashboard. Okay. So, Doug me. set up the network so since your um computer is already connected to the links as Wi-Fi kindly open any website or any Any browser um just don't have any Url on it.
19:00
Speaker 1
Right. So I need to what I need to do because it's still connected to the extender. So let me go back to the original one to see if it connects to that. okay. Yep, I did. Yep. Oops, that one's asking me for my password. okay, that seems connected. And then, all of a sudden, now there's, like, guest pass. There's guest networks on here too, because I didn't have that before. Uh, okay. I see.
20:00
Speaker 2
any application and check if the internet is working? [silence] find the network that you created, the one that you created earlier. [silence] [silence] [silence] if you want to enable the guest network, that's whenever you have a guest or a visitor in your house, you can just provide that network for them.
20:00
Speaker 1
But I don't have to have that. No, I can turn that off, I see. Okay, this is my router's applying changes. I've turned off the guest network, I don't need those on there. Okay, so it looks like now I'm connected to the regular link sys. Looks like it is connected now. Uh-huh. Oh yeah. sorry. Yeah. Oh yeah, let me. Okay, I'm opening a YouTube account. So YouTube seems to be working. So, um, and I yeah, my email address or my email is working. So it looks like things are working. Yeah. Yeah. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. [silence]
21:00
Speaker 2
All right. Can we open a new website, sir? And see if your internet is working, like a YouTube or your email. [silence] Alright, so it's working now. [silence] Alright, so since it's already working, sir, then you're good to go and you can enjoy your Wi-Fi now. [silence]
21:00
Speaker 1
Okay, great. So, let me ask you a question though, when I have to reset the router, cause I, do I normally? I guess I've never done that before when I've hit that reset button, I just press it. I never held it in for 20 seconds. So, is that kind of what I need to do if I have to reset the whole thing? Okay. Okay. Okay. So, it's okay. All right, well I think that's uh, what I need right now. So, um, I think that's all. Well, that was worth uh, that was worth the $15. I'll tell you that. Okay, thank you. Bye bye.
22:00
Speaker 2
the yes sir you need to do it if you want to reset it and just connect your device to the default wifi name and just follow the setup wizard. Sure forgive Alright. So thank you so much for for your cooperation and for calling me sir. Hahaha. Thank you for that. Sir. Alright. Have a good one. Bye for now.
22:00