V2 Rubric Detail — 06e800a2-6e6c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 18:56
Duration
9m 37s
Contact
No Name
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00134317
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_E5350

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-31.8)

V2 Grader Summary

The agent failed to resolve the issue or provide meaningful troubleshooting, incorrectly claimed no firmware updates exist, and dismissed the customer with a sales suggestion. Despite correctly identifying the device as out-of-warranty, best-effort support was not attempted, and communication was disorganized and lacking empathy, resulting in an unresolved outcome.

V1 Case Analysis

Customer reported router with only reset LED illuminated and no Wi-Fi SSID. Agent did not collect model number, performed no troubleshooting, incorrectly stated first-generation devices receive no firmware updates, and immediately offered paid support ($15) or recommended purchasing a new Wi-Fi 6/7 router. No technical resolution provided.

Troubleshooting Steps
  • Agent asked if reset button was pressed (no guidance on procedure or purpose).
  • Agent incorrectly attributed missing Wi-Fi to reset button press without confirmation.
Key Observations
  • Agent failed to collect critical device information (model number), violating core support protocol.
  • No basic troubleshooting (power-cycle, cable check, reset) was performed despite clear hardware fault symptoms.
  • Agent provided materially incorrect technical information: first-generation Linksys devices *did* receive firmware updates (e.g., WRT54G series had updates into the 2010s).
  • Immediate pivot to paid support or hardware replacement without any attempt to diagnose or resolve the issue.
  • Customer was not guided to any KB article or self-help resource.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Failed to gather essential device information (model number), a critical protocol violation for hardware diagnostics.
  • Did not perform basic troubleshooting steps (power-cycle, connection check, reset) for a non-responsive router.
  • Provided factually incorrect technical advice: claimed first-generation devices receive no firmware updates (contradicts KB and historical support records).
  • Offered paid support without confirming warranty status or need for assistance, creating a misleading support path.
  • Misattributed missing Wi-Fi to reset button press without verifying if reset was actually performed.
  • Did not reference or guide customer to any KB article or self-help resource.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered no resolution for the existing device, only suggesting purchase of a new router or paid support, without fixing the Wi-Fi disappearance issue.
R2 Not Met Diagnostic thoroughness conf 97%
Only asked if the customer pressed reset; no further diagnostic steps like checking power, LED status, or local access were pursued.
R3 Partially Met Correct resolution path conf 95%
Agent correctly identified the device as out-of-warranty but failed to provide best-effort troubleshooting (e.g., factory reset, reconfiguration) before directing to purchase; however, did acknowledge the device was Linksys and not ISP-owned.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Minimal symptom identification; only asked about reset, did not explore power issues, connectivity, or configuration state.
T2 Not Met Appropriate tools / resources used conf 97%
No tools used — did not guide customer to check http://192.168.1.1, verify firmware, or perform a speed test; relied solely on verbal description.
T3 Not Met No misinformation conf 98%
Agent stated 'we don’t have any firmware updates' for a first-gen router — inaccurate per KB, which confirms auto-updates are standard and firmware is maintained for supported models; no evidence this model is EOL.
Communication
C1 Not Met Clear & professional language conf 97%
Repeated 'Hello?' and failed to establish control; no call framing, transitions, or structure — interaction was reactive and disorganized.
C2 Not Met Confirmed understanding conf 96%
Used unclear phrasing ('Blingsys', 'wife'), did not confirm understanding, and failed to adapt to customer’s confusion about router vs. modem.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Avoided ownership by pushing paid support and new purchase instead of attempting to resolve the issue on the current device.
O2 Not Met Proactive follow-through conf 95%
Vague next step: 'plug it into the yellow cable' — no setup guidance, timeline, or follow-up commitment provided.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted given the agent’s approach.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No empathy shown; ignored customer frustration about Wi-Fi disappearing and being told to buy a new device.
X2 Not Met Tone & rapport conf 96%
Did not adapt to customer’s pace or emotional state; repeated prompts without adjusting tone or clarity.
X3 Not Met Overall experience conf 95%
Customer had to repeat serial number; agent did not use it to look up model or guide troubleshooting, increasing effort.
Call Transcript18 turns · 19 lines
Speaker 1
Hello. Hello? Yeah. And you told me to unplug the thing and then unplugged us. [silence]
00:00
Speaker 2
Welcome. Welcome to Linksys support. To ensure quality service, your call may be monitored. [silence] For in warranty products, our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, pay supp [silence] 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. [silence] Hi, thank you for calling Olson's technical support. This is Rio. Welcome. How can I assist you for today? [silence] I'm sorry ma'am. Uh, [silence] I'm [silence] [silence]
00:00
Speaker 1
yes. the only light that I would see is on the very bottom and that's where it says reset, other than that, I don't see any light anywhere. the only light I see is the yellow light with a cable.
01:00
Speaker 2
Sorry, what are you trying to do, ma'am? Is it just for the internet box? Sorry, what are you trying to do, ma'am? Hello? Hello? Yes, ma'am, what are you trying to do by the way? By the way, ma'am, who am I speaking with? Are you calling Linksys or your internet service provider? Hello? Hello? Hello? Hello? Hello?
01:00
Speaker 1
Yeah, they're wrong. Uh-huh. Uh. Does Spectrum supply that router box? Okay. I'll just. I'm better off just buying a new one. But you think it's a Linksys thing? Now, isn't that yours? Uh, hold on. I have Linksys on the other. Let me go see what they say. Thank you. Oh yeah wonderful. Hello. Oh I'm sorry. The I'm having a problem with my internet and Spectrum seems to think it's my links box. He says he says Excuse me? Uh I didn't call links before. I'm not getting internet. No No I've had it for six years and I never had this problem before. My Wi-Fi doesn't even show up on my mobile. My Wi-Fi connection name does not even show up.
02:00
Speaker 2
Done. All right? Okay, got it, ma'am. I'm still the same person you've spoke, ma'am. I'm still the same person you've spoke earlier. Right. Uh, yeah. Let me take a look. By the way, you have a problem with your router. Is this the first time that you're going to use this device or it was working fine before. Got it.
03:00
Speaker 1
Up on my cell phone.
04:00
Speaker 2
Did you try to reset the router? Did you try to... Let me just confirm ma'am. Did you try to hit the reset button of that small Blingsys box? If by chance that you reset your wife, uh, your router from linksys, then your wifi name will be deleted.
04:00
Speaker 1
Well, that's it. My Wi-Fi uh name is deleted off of my phone. So what caused that? All right, I have to get up to get it and see it cuz it's teeny tiny. All right, hold on a minute. [silence] Uh.
05:00
Speaker 2
Did you try to press that? Yes, ma'am. Once you've hit the reset button, automatically your current Wi, Wi password will be deleted. So, you need to reconfigure your whole system from the scratch. You know your serial number for your inside box? Uh, huh.
05:00
Speaker 1
All right, the serial number is 3-0K-1-0-M-2-3-A-1-0-801. [silence] Yes. Yes.
06:00
Speaker 2
That's on my 801. 801. The 801 routers, that you have that's not proper expectation. This is an the cloud router.
06:00
Speaker 1
yeah uh no forget that it's gonna last 15 minutes but Six so what do I do have to buy a new links box do I get that through you [silence]
07:00
Speaker 2
First-generation router, need to say, sorry, we don't have any firmware updates. The device that you have is already been out of warranty. Now for out-of-warranty devices, we no longer provide free technical assistance. However, if you still insist, we can provide you a one-time phone support, but it will only last for 60 minutes, and that would be $15. And if... All right, so... If by chance, ma'am, that you... you don't want to pay for the paid support, then you can purchase a higher... links device, ma'am. That is updated. No, ma'am. You can only purchase it via Amazon, Walmart, Best Buy, or Target. They're the one selling links' devices now.
07:00
Speaker 1
Is there any special one that I need to get? And the router is that link's box, but that's my problem. It's not the modem. So it's going to be a new links router and to get number six or seven. Okay. Um, do you know about how much they run usually? Oh, okay. That's okay. And it doesn't matter if I get a six or seven.
08:00
Speaker 2
Yes, you can try to purchase a router that is Wi-Fi 6 or Wi-Fi 7. That's that's it. That's all. You can still purchase your own device or other brands. [silence] Yes, the bottom is from your internet service provider it is working fine. However, for Lynx, uh, you need to purchase a new one. Yes, correct. [silence] Uh, usually they're around uh 50 50 through 100.
08:00
Speaker 1
so when I get it, I just plug it plug it into the yellow cable that's connected to the modem and then it'll be okay? or do I have to call you? okay. okay. that sounds good. okay. thank you very much for your help. no, that's it. thank you very much. appreciate it. okay. bye bye.
09:00
Speaker 2
Yes, as long as it's six or seven. Anything? Uh no, ma'am. You need to set up, you need to set up the device, you have a manual for that or you can call us back. Okay, anything else? You're welcome, ma'am. All right. Have a nice day. Bye-bye.
09:00