V2 Rubric Detail — 0b503226-7179-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 16:06
Duration
10m 32s
Contact
No name
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134962
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect technical guidance — instructed 30-second reset (vs. 10–20 sec standard for EA8100) and claimed 'automatic setup' after reset, which does not occur on EA series. This constitutes a critical technical inaccuracy that derails resolution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall0.0% (-24.0)

V2 Grader Summary

The agent failed to resolve the issue, skipped essential diagnostics, and provided incorrect technical instructions including an invalid reset duration and false claim of automatic setup. Despite maintaining ownership and empathy, the technical inaccuracies and lack of tool use constitute a critical failure. The interaction ended mid-troubleshooting with no progress confirmed, resulting in an Unresolved outcome.

V1 Case Analysis

Customer (EA8100V) reports no internet; router shows no lights and 'no internet' despite Wi-Fi connection. Agent collected model/serial, asked ISP (Armstrong), attempted Wi-Fi forget/reconnect and reset, but never verified WAN/modem status. Call ended mid-troubleshooting. Recommend: 1) Confirm modem functionality by direct PC connection. 2) Check router power and WAN LED. 3) Access web UI at http://192.168.1.1 to verify WAN status. 4) If no IP, consider firmware update or RMA.

Troubleshooting Steps
  • Collected model number (EA8100V) and serial number (n200m17c03536).
  • Asked ISP name (Armstrong) and about power outages.
  • Instructed customer to forget Wi-Fi network and reconnect on iPhone.
  • Initiated second router hard reset (call ended mid-process).
Key Observations
  • Agent never checked the WAN/Internet connection, modem status, or router power supply—critical omissions for a 'no internet' symptom with no LED lights.
  • Instructions to forget Wi-Fi and reconnect ([06:00]-[08:00]) were completely irrelevant to the reported issue and wasted customer effort.
  • Call ended abruptly at [10:00] while the agent was instructing a second reset, leaving the customer without closure or next steps.
  • Agent failed to access the router web interface (http://192.168.1.1) to check WAN status or IP assignment, a fundamental step per KB.
  • No attempt to verify if the router was receiving power or if the modem was functional—basic isolation steps missing.
Positive Highlights
  • Collected model number (EA8100V) and serial number (n200m17c03536) early in the call.
  • Asked about ISP (Armstrong) and recent power outages, showing some attempt to gather context.
Agent Errors / Gaps
  • Failed to verify WAN/Internet connectivity, modem status, or router power—primary diagnostic omissions for 'no internet' with no lights.
  • Provided irrelevant Wi-Fi client-side troubleshooting (forget network, reconnect) that does not address a WAN connectivity failure.
  • Did not access the router web interface (http://192.168.1.1) to check Internet/WAN status, a required step per universal_isp_modem_diagnostics.md.
  • Ended the call mid-troubleshooting during a reset instruction, failing to confirm outcome or provide next steps.
  • Did not follow the correct isolation path: test modem directly, check physical connections, verify router boot status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends mid-troubleshooting with agent instructing another reset; no confirmation of internet restoration or resolution.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped essential diagnostics: never checked WAN connection, modem status, or accessed router admin page; relied solely on repetitive customer-side actions.
R3 Partially Met Correct resolution path conf 85%
Agent pursued reset path without first ruling out ISP or modem issues, but did not dismiss customer — attempted resolution path consistent with basic troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Identified symptom (no internet, no lights) and asked about reset duration, but failed to ask about modem behavior, WAN cable, or DHCP assignment.
T2 Not Met Appropriate tools / resources used conf 95%
Never used router web interface, remote session, or any diagnostic tool despite clear need for WAN and status verification.
T3 Not Met No misinformation conf 90%
Instructed 30-second reset (exceeds documented 10–20 sec for EA8100); claimed 'automatic setup' post-reset — EA series does not auto-configure after factory reset.
Communication
C1 Partially Met Clear & professional language conf 85%
Opened call professionally but lost control; unclear transitions, no structured plan, and customer expressed confusion repeatedly.
C2 Partially Met Confirmed understanding conf 80%
Used simple language but frequent misstatements ('Links router', 'the you one') and poor phrasing caused customer confusion and repetition.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on case, performed troubleshooting steps, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 85%
Provided next step (reset again) but gave no timeline, follow-up plan, or callback commitment.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation performed and none was warranted at this stage.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy ('I do apologize to hear that') and maintained a polite, patient tone throughout.
X2 Partially Met Tone & rapport conf 85%
Agent attempted to guide but pacing was off; customer had to repeat steps and clarify instructions multiple times.
X3 Partially Met Overall experience conf 80%
Customer asked to repeat actions (forget network, reset) that could have been consolidated; no agent-side diagnostics to reduce effort.
Call Transcript18 turns · 19 lines
Speaker 1
No. Hi, um, we do not have internet and our provider has tried everything and we even had to
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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. Hello. Thank you for calling Linksys technical support. This is Charm. How can I assist you with today?
00:00
Speaker 1
The you one. The's seen the. Network, let me find it here. It's Linksys Model Number, EA8100V, too. Okay, it.
01:00
Speaker 2
Oh, I do. Yes, ma'am. All right. I do apologize to hear that one, ma'am. But now really let me assist you with this concern. Um, before we proceed, ma'am, okay, I need to provide the model number and the serial number of your router. Links router. Got it, all right. How about the serial number?
01:00
Speaker 1
a B, I think it's a B. or an eight. uh, n two zero m one seven C zero three five three six. Armstrong. Mhm. Since last evening.
02:00
Speaker 2
And may I know then also who is your internet service provider? Armstrong. And how long have you been experiencing the issue then? [silence] Is there any power outage or any internet outage happened before it gets disconnected? Mm-hmm, I see.
02:00
Speaker 1
on like the Ares router? or the lynx is? there's uh it just says lynx is on the top with E A eight one zero zero on the top there's no no light
03:00
Speaker 2
1 moment here. Is there any light status, ma'am, of your router right now? On tap of it? No, the link says... sent
03:00
Speaker 1
We have pressed the reset button. We have unplugged everything, and waited for a long time, and put everything back in. We have made sure all the connections were correct. And Yeah. Help. held it for about 30 seconds.
04:00
Speaker 2
All right. You mentioned that you've pressed the reset button or how long did you hold the reset button? I see. And when you set up this router before, did you change your Wi-Fi name and password or did you customize some of the settings on your router?
04:00
Speaker 1
We left it as it is. What's printed on it. And on our computers, it. It. Does has a little blue check mark. And it says Linksys 03536. That says no internet connection. Right. But it says, right, we're connected to Wi-Fi, but it says no internet connection. On the Lennox.
05:00
Speaker 2
Is that one? Or you leave it as it is? What is printed on the letter? All right. So you are connected to that page, to the Wi-Fi already.
05:00
Speaker 1
Okay, we, we, we, I did that once before, but but I'll try it again if you if you like. We we did that with the Armstrong people. Do do you want me. Do you want me to do it again? For, forget, forget. Now network. Okay. Forget, forget network. Now, okay, now what? Now what? What's that? The. The. Network, the. Network, the. What what the.
06:00
Speaker 2
all right, how about this one? Kindly try to forget the network and then turn off the Wi-Fi and turn it back on and reconnect to the link. al right, refresh the Wi-Fi. All right.
06:00
Speaker 1
The lengths? Yeah, the Wi-Fi. Well, I'm working from my iPhone. There's a Wi-Fi. I can turn it off, like push the little button and it'll go off completely. Do that. Okay, I did. Okay. Uh huh. Okay. And. Yes. And I have the linking 5, six. Do you want me tokk? Okay. It so this.
07:00
Speaker 2
Ah turn um on your computer mam, there is a turn on and off button right? On your Wi-Fi. Yes. All right, kindly press that one. Ah right. and then turn it back on. Ah please available networks. Yes, select that one.
07:00
Speaker 1
join this network. Okay. Enter the password. Okay, that's the password on the bottom of this. Okay. Okay. Let me report noise here| and M. WQ. donde E Net
08:00
Speaker 2
All right. Still not entering connection here. fish bear with me. So, what we will do here, ma'am, is we will reset again this router, and let's try to check if we can connect it back, and we'll automatically set up the router. So, can you press and hold the reset button of this Linksys router, ma'am? Or can you
09:00