V2 Rubric Detail — 09db84be-5f76-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 18:00
Duration
12m 41s
Contact
Barbara Howard
Issue Type
Hardware Fault
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132084
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no Wi-Fi connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp3.93/5
Overall45.8% (+23.8)

V2 Grader Summary

The agent correctly identified the router as end-of-life and out of warranty, providing technically accurate information. However, no troubleshooting was performed, no best-effort steps were offered, and no next steps were given—resulting in an ownership gap despite accurate technical assessment.

V1 Case Analysis

Customer reports no Wi-Fi for two weeks on an out-of-warranty WRT Series router. No troubleshooting performed. Agent advised replacement and referred to Reddit. No resolution achieved.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not confirm the router model number despite discussing app incompatibility [07:00].
  • No troubleshooting steps were performed (e.g., power-cycle, LED check, reset, web UI access) [06:00–07:00].
  • Agent recommended 'newest lithium' router, which is not a valid Linksys product [11:00].
  • Agent directed customer to reddit.com/r/Lynksis instead of support.linksys.com [01:00].
  • Agent incorrectly stated the router could not be managed locally, contradicting KB guidance for WRT Series [07:00].
  • Long silences occurred multiple times without explanation [01:00, 02:00, 12:00].
Positive Highlights
  • Agent correctly identified the router as out of warranty and end-of-life [11:00].
  • Agent acknowledged customer frustration and work schedule constraints [05:00].
Agent Errors / Gaps
  • Missing model number collection — critical for troubleshooting and support pathing.
  • No diagnostic steps taken — skipped basic checks like power-cycle, LED interpretation, reset, or web UI access.
  • Provided non-official resource — directed customer to Reddit instead of support.linksys.com.
  • Gave materially inaccurate product recommendation — 'newest lithium' is not a valid Linksys product.
  • Incorrectly stated the router could not be managed locally — WRT Series routers can be accessed via 192.168.1.1 or web UI per KB.
  • Failed to create or cite a HappyFox case — no case management observed.
  • Allowed long unexplained silences — degraded call efficiency and customer experience.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent confirmed the router is end-of-life and out of warranty, advising replacement as the best path, but did not confirm resolution or offer any self-help steps to verify failure.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed (e.g., reboot, check modem, verify physical connections, test speed); agent immediately concluded the device was obsolete without diagnostic validation.
R3 Not Met Correct resolution path conf 90%
Agent correctly identified the product was out of warranty but failed to provide any best-effort troubleshooting (e.g., factory reset, firmware check, local login) before dismissing it as end-of-life.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not follow a logical diagnostic process—no questions about recent changes, no verification of modem status, no attempt to isolate the issue; jumped directly to end-of-life conclusion.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (e.g., no guidance to access http://192.168.1.1, no speed test, no LED interpretation beyond 'blinking green') despite the need for basic diagnostics.
T3 Met No misinformation conf 90%
Agent accurately stated the router does not support the Linksys app and is end-of-life with no further updates, consistent with product lifecycle policies.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained conversation flow but provided no structure, agenda, or expectations; responses were reactive rather than guiding.
C2 Met Confirmed understanding conf 85%
Agent used plain language, avoided technical jargon, and acknowledged customer statements clearly, adapting to the customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the call from start to finish, did not transfer, and provided a final recommendation without deflecting responsibility.
O2 Not Met Proactive follow-through conf 90%
No next steps were given (e.g., how to choose a new router, where to buy, or how to set it up); no follow-up or timeline offered.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—the agent handled the interaction to closure.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation details is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'I understand your concern' but did not acknowledge the two-week outage, weekend access issues, or frustration with prior support attempts.
X2 Met Tone & rapport conf 85%
Agent matched the customer’s conversational pace, responded directly, and kept engagement despite the negative outcome.
X3 Met Overall experience conf 90%
Agent collected serial number, name, email, and ISP once and did not require repetition; information was used efficiently.
Call Transcript22 turns · 24 lines
Speaker 1
Welcome to Linx's support. To ensure quality service, please exit the safety monitors first. Well,
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.linksys.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. 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 A.I. powered support bot at support.linksys.com.
00:00
Speaker 1
Uh, yeah, I have not had Wi-Fi for the last two weeks. It is not the modem. I and I cannot log in to the Linksys app because it says my password is not valid, but I have a passkey. So, I'm not really sure what's going on and I really don't want to pay for somebody to sit with me for an hour. I don't really know what to do. Right now, I'm just trying to log into the app so I can troubleshoot through that, but I can't do that because I don't have Wi-Fi.
01:00
Speaker 2
You can also connect with other users for tips and guidance at reddit.com slash r slash Lynksis. [silence] Thank you for calling Lynksis. This is Ice, how can I help you? [silence] Yes. [silence] If you want to log into your linksys app, it's really not possible if you don't have Wi-Fi.
01:00
Speaker 1
It's blinking green. [silence] Oops, sorry. [silence] It was upside down. [silence] GAO A 0 3096. [silence] 14Y30J01A03. [silence]
02:00
Speaker 2
and you just saw that again.
02:00
Speaker 1
096 J for jump. Yes. Yes. Yes. Nope, [silence] Barbara Howard. Yes. Howard, H-O-W-A-R-D. Barbara howard26@yaho, o dot com. Yes. Spectrum.
03:00
Speaker 2
Barbara? Barbara, your last name was? Oh, uh, Howard. All right, thank you. Uh, what about your email address? PoweredBarbara26 at Yahoo.com. Okay. All right. And who's your internet service provider? [silence]
04:00
Speaker 1
yeah, I don't have any Wi-Fi at all. All I can do is 5G. I don't. Yes, because I was on the phone with them for an hour two weeks ago. They gave me your number, but you guys aren't open on the weekend. And I work overnight, so I can't I can't ever seem to get ahold of you guys. So I stay I'm staying up to try and get this fixed before the weekend. Or at least find some type of resolution.
05:00
Speaker 2
all right Barbara you mentioned to me that you are sure that you have internet connection from your modem but I see so you are sure that you really have an internet connection from your spectrum modem? all right so prior to that
05:00
Speaker 1
No. Uh, it just- it just- stopped working. I was on my, uh, I was on my iPad and it just, went to five G. Yes, a blinking green light. Yes.
06:00
Speaker 2
Prior to your Wi-Fi disconnection, did you had an power outage or an internet service interruption? So, Mm-hmm All right. So your router now is showing a blinking light color. That is the light on the top of your router. So if it's blinking, [silence]
06:00
Speaker 1
Yes. [silence] Well, it's been boot - it's been doing that for two weeks now. So I doubt it's booting up. I can't access the app to see if there's anything going on. [silence] Yes.
07:00
Speaker 2
But I'm thinking green lights. Which means that your router is booting up or maybe there's a firmware update on your router or. Right. Did the app that you mentioned is it the Linksys app you install on your phone? Alright. I have to tell you, Barbara, that this router you have is an old classic type, a Linksys router, which doesn't support accessing it through the Linksys app.
07:00
Speaker 1
I've done that multiple times and it doesn't work. Well, a different modem or a different router and it doesn't work.
08:00
Speaker 2
So how did you reconfigure your router? Because you were you mentioned about the linksys app and your router is not supported by linksys app so it cannot be reconfigured to the linksys app.
09:00
Speaker 1
Because I, I have a Netgear Orbi that is also doing the same thing, but I didn't call Spectrum with the Orbi because until it just died last week, the link this has been working fine for the last four years. So, if it's just old and I need to replace it, that's fine, but I'm just trying to find out what's going on and I can't. So, if you're saying it's probably just dead, that's great. That's all I needed. I have done that. I did that three times with the tech while I was on the phone from Spectrum. They can't, Spectrum cannot find the router. They can find the modem, but they can't find the router. So, if it's just dead, that's fine. I just need to know.
10:00
Speaker 2
Okay.
10:00
Speaker 1
Yeah, I know that. I mean, I understand that. I understand that. I just need to know whether I need to get a new one or what, because I, I. Okay, that's all I needed to know. That's fine. That's all I needed to know. [silence]
11:00
Speaker 2
but it, warranty status is already expired. So it's already out of warranty. Okay. All right. So. Okay, let me, alright. All right. Let me finish Barbara. So your router is not only out of warranty, it has also reached its end of life, meaning it's no longer has any security or form or updates because it has reached its end of life. So this product may no longer be manufactured. And it also reached its end of support. So this router is no longer supported by us. So, all right. All right. So the best way is to upgrade your router to the newest lithium.
11:00
Speaker 1
[silence]
12:00
Speaker 2
Router that has the latest Wi-Fi technology because this router is an old router and it uses the old Wi-Fi technology. ... Okay. ... It's fine. It's fine. I understand your concern. Yeah.
12:00