V2 Rubric Detail — 067dcc76-7eef-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 19:14
Duration
6m 35s
Contact
315-778-5044
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00136943
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall65.6% (-0.4)

V2 Grader Summary

The agent correctly identified the E5400 as end-of-support and provided technically accurate advice regarding power-cycling the modem and router. However, the interaction resulted in an Unresolved outcome because the agent did not perform a comprehensive diagnostic process (missing LED and cable checks) and ended the call without confirming a fix.

V1 Case Analysis

No internet on E5400 (end-of-support). Advised double power-cycle of modem/router and emailed setup guide. No post-troubleshooting verification performed.

Troubleshooting Steps
  • Collected serial number and model number
  • Confirmed router model is end-of-support
  • Advised double power-cycle of modem and router
  • Offered to email setup guide and troubleshooting tips
Key Observations
  • Agent correctly identified E5400 as end-of-support per KB guidance for legacy models.
  • Recommended double power-cycle aligns with standard WAN recovery procedure for modem-router setups.
  • No verification of WAN IP or modem status was performed after troubleshooting steps.
  • Call ended without confirming internet restoration, but a valid self-help path was provided.
  • Warranty/support eligibility was discussed implicitly via end-of-support statement.
Positive Highlights
  • Accurately collected and verified product model and serial number [01:00–02:00].
  • Correctly identified E5400 as end-of-support and set appropriate expectations [04:00].
  • Provided relevant troubleshooting advice: double power-cycle of modem and router [05:00], which is a valid step for IP acquisition issues.
  • Offered to email a setup guide and additional troubleshooting tips, providing a concrete self-help path [05:00–06:00].
  • Maintained clear and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to verify WAN connectivity or router IP address after power-cycle recommendation.
  • Did not confirm resolution before ending the call.
  • Did not explicitly confirm modem model or ISP handoff type (e.g., ONT vs modem).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue; only suggested a double restart and promised to send a guide post-call. No confirmation of resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the symptom (no internet) and suggested a double restart, which is a relevant step. However, did not verify physical connections, LED status, or WAN IP acquisition, skipping key diagnostic steps.
R3 Met Correct resolution path conf 90%
Agent correctly identified E5400 as end-of-support and offered best-effort troubleshooting (setup guide, restart steps) rather than dismissing the customer due to OOW status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent confirmed no internet and asked about reset attempts, but failed to ask about modem/router LEDs, cable connections, or whether the issue affected all devices — missing logical diagnostic progression.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (remote access, logs) were available or necessary for this OOW device. Agent appropriately relied on KB-backed guidance and offered to email setup instructions.
T3 Met No misinformation conf 95%
Technical claims (E5400 end-of-support and the recommendation to restart the modem/router to obtain an IP address) are consistent with general Linksys support standards for legacy devices and ISP connectivity, and no contradictions were found in the provided KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced himself and asked initial questions, but long silences and lack of agenda setting weakened control. No clear transition to next steps before closing.
C2 Met Confirmed understanding conf 90%
Agent used simple language, avoided jargon, and adapted to customer’s difficulty reading the label by confirming details verbally.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and committed to sending follow-up materials.
O2 Partially Met Proactive follow-through conf 85%
Agent committed to sending an email 'in five minutes after the call' — a specific timeline — but did not confirm receipt or schedule a callback, leaving follow-up incomplete.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was basic connectivity on an OOW device resolvable with self-help.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite but did not explicitly acknowledge customer frustration or effort (e.g., struggling to read label). Minimal empathy shown — not entirely transactional, but not proactive in validation.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s pace, allowed time to find settings, and used accessible language, maintaining engagement despite customer’s visible difficulty.
X3 Partially Met Overall experience conf 85%
Agent asked customer to read small print (serial/model), increasing effort. However, offered to email guide instead of requiring further steps, partially offsetting friction.
Call Transcript14 turns · 14 lines
Speaker 1
Hi, yes, so my, I just got off the phone with my internet provider and everything is good on there and they're thinking it might be my router. So I was, they gave me this number to call, see if you guys could help. Correct, yeah.
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. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling Linksys Support. My name is Gerald and I'll be assisting you today. Uh which problem are you currently experiencing? Is it no internet connection or incorrect password?
00:00
Speaker 1
Nope, no internet connection. Okay, yep. It's SN30N. Sorry, I can't see it very well. SN30N-10 M as in Mark, 29D03-99-8. Model number. Um, I don't, um, oh, it looks like.
01:00
Speaker 2
the serial number and model number of your linksys router? alright, thank you, and the model number?
01:00
Speaker 1
Sorry, all this print is really small. It's just hard for me to read. I think it's E, I don't know if that's an S or a five. I think it's E5400. Jessica. Yep, Jessica, last name Nish, N-E-I-S-H- Jessica_N _N-E-I-S-H@yahoo.com. This is the first time. It's been pretty good. I've had it for a few years.
02:00
Speaker 2
Okay, thank you. What is your first name and last name? So I can create a record. SH. Okay. And what is your email, address. Got it. When was the last time your router was working? Okay. [silence]
02:00
Speaker 1
No, should I? Um, hold on. Hold on, just a sec. My settings. Oh, okay. Where are my settings? My phone does this thing where it likes to hide stuff on me, so hold on. Um, so, okay, so what, okay, so I'm in my connections, the Wi-Fi, and then what was your question?
03:00
Speaker 2
Did you attempt to reset the router? and I'm just asking. So if you go to your Wi-Fi settings in your phone, you can still see the Wi-Fi that you created, correct? [silence] Can you still see the Wi-Fi name of your router?
03:00
Speaker 1
Uh, I, well, I can see my, yeah, I guess so. Yeah. Lynx does. Yeah. It's got a couple names. Yeah. Yep. Yep. Yep. Yeah, that's what I'm connected to. Correct. Correct. Okay. [silence]
04:00
Speaker 2
Is it Linksys 03998 that's showing. the radiator is probably reset. So are you connected to that. or are no, you are connected, but no internet connection. Yep. OK. Let me just check the model number. Oh, there you go. So I check the model number right here, based on the model number E5400. That's the model number of your router. Unfortunately, this is one of the the router that we no longer support, ended 2,026 this year.
04:00
Speaker 1
okay, so is there someplace else I can connect to or? Okay, all right. should I try to do a reset? do you think that would help? okay, I'll try
05:00
Speaker 2
That's mine, unfortunately. I can send you the guide on how you can set up the router. I think it just need to be set up because it was not properly set up. But I have the guide right here. Can send it to your email. Mm, my my oh, yes, actually, yes. Was your internet provider again Spectrum, right? Usually the modem and Spectrum needs more than one boot up to, make it work. I mean, it may work on their end but your Linksys router cannot obtain IP address to your modem from your modem sometimes. So, it needs to be be restart at least two times.
05:00
Speaker 1
Okay. Oh, okay, okay, okay, okay. Okay. Thank you. Thank you. Bye.
06:00
Speaker 2
do that first. If that will not work, I'm also going to send you some troubleshooting tips and aside from the setup guides. I'm gonna I'm gonna edit the the guide so give me five minutes once we end the call. You have questions still? I have your email right here. I'll send it for sure. All right. I'll help you have a good one. Take care. Bye bye.
06:00