V2 Rubric Detail — 11a40dcc-7972-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 19:37
Duration
46m 13s
Contact
Joanne Pelletier
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136057
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.57/5
Overall49.6% (-6.4)

V2 Grader Summary

The agent identified the router as end‑of‑life and suggested a reset or replacement, but provided minimal troubleshooting and never verified the outcome, leaving the customer without internet. While empathy was shown, call control and efficient information gathering were weak, resulting in an unresolved issue.

V1 Case Analysis

Customer unable to get internet on EA6100 router. Agent provided reset instructions and suggested replacement (MX6200/LN1600) but no connectivity was restored.

Troubleshooting Steps
  • Collected serial and model numbers after multiple attempts
  • Explained router is end‑of‑life and has no firmware updates
  • Provided factory‑reset instructions (hold red reset button 15‑20 seconds)
Key Observations
  • Agent struggled to obtain correct model/serial information, causing repeated confusion.
  • No proper WAN/modem verification or basic connectivity testing was performed.
  • Agent suggested replacement models that belong to a different product family (MX/LN) rather than an EA‑series equivalent.
Positive Highlights
  • Eventually identified the correct model number (EA6100).
  • Provided correct factory‑reset procedure (press red button 15‑20 seconds).
  • Showed empathy when the customer expressed personal hardship.
Agent Errors / Gaps
  • Did not verify WAN/Internet status or modem connection before recommending replacement.
  • Suggested unrelated router families (MX6200/LN1600) for an EA6100 device.
  • Failed to discuss warranty or eligibility for a replacement.
  • Long periods of silence and filler language reduced call efficiency.
  • Did not confirm whether the reset resolved the issue before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer still has no internet after reset instructions; agent only suggested buying a new router.
R2 Not Met Diagnostic thoroughness conf 95%
Agent gave minimal steps (reset button) and never verified the result, nor performed standard troubleshooting (power‑cycle modem, check lights, test connectivity).
R3 Met Correct resolution path conf 93%
Agent correctly identified the router as end‑of‑life, explained lack of firmware updates, and offered the appropriate path (reset or replace).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process; they did not verify the WAN link, modem sync, or perform basic isolation (e.g., wired test) before concluding the device was failing due to EOL status.
T2 Not Met Appropriate tools / resources used conf 92%
Agent failed to use necessary tools or direct the customer to use them; specifically, they did not guide the customer to the local web interface (192.168.1.1) to check status or perform a wired speed test to isolate the router from the modem.
T3 Met No misinformation conf 97%
Technical guidance was accurate: the EA6100 is an older model, the reset procedure (15-20 seconds) is correct per universal_factory_reset.md, and recommended models (MX6200, LN1600) are current products.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent started with a greeting but then got lost in serial‑number confusion, had long silences, and did not keep a clear agenda.
C2 Partially Met Confirmed understanding conf 86%
Agent used polite language but often spoke in filler, did not consistently confirm the customer’s understanding, and repeated unclear instructions.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent stayed on the call, did not transfer, and attempted to help the customer throughout.
O2 Met Proactive follow-through conf 91%
Agent gave a concrete next step (“reset and observe within 24‑48 hours”) and later provided model numbers for a replacement.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly expressed sympathy (e.g., “I’m so sorry to hear that,” “I’m sorry for your loss”).
X2 Met Tone & rapport conf 89%
Agent responded to the customer’s emotional statements and adjusted tone with empathy, staying engaged.
X3 Not Met Overall experience conf 92%
Customer had to repeat serial numbers, model info, and describe the problem many times; agent did not capture or reuse that information efficiently.
Call Transcript77 turns · 78 lines
Speaker 2
Welcome to link Sys 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.link sys.com for more information about your product. [silence]
00:00
Speaker 1
Hi. I have no internet, and I called spectrum yesterday, and they did a bunch of things, and finally he said, I think you oughta call this number. Um, so that's what I'm doing.
07:00
Speaker 2
Hello, thank you for calling Lane. This is Tech Support. This is Charm. How can I assist you today?
07:00
Speaker 1
it, um, when I went on in the, it was late morning yesterday. it's the craziest, it's the craziest thing. I have three TVs. I can't get anything on two of them. One of them I can get on YouTube. That's it. Nothing else. And on my computer, I can go on Facebook, but nothing else. It's crazy. Ha.
08:00
Speaker 2
I see I I apologize to hear that one ma'am, but no worry let me assist you with this concern. Um since when did you observe ma'am that you don't have internet connection or? Mm-hmm. I'm like yes ma'am you got it. So all right. Mm-hmm. Mm-hmm. Mm-hmm. Hmm. I see. All right now let me just take a look at this here. Yeah, it's a bit odd with regards to the connections. But can you provide the model number and serial number of this Lynkzys router that you have ma'am? So that I could check.
08:00
Speaker 1
OK, the serial number is 6UXNAZM3JH. I will go look. Oh, I'm sorry. This room is ridiculous. It's a room where everything goes that you don't know what to do with. OK, and this is the model number you want, right? Uh is this the Linsky number 17479?
09:00
Speaker 2
can you see the model number ma'am of the router? all right uh-huh it's under the Linksys name
09:00
Speaker 1
174796 UX. Ux. And then it's N, A, D, M, 3J. H
10:00
Speaker 2
What's the number again? The serial number is 6x6ux. Because I couldn't pull up any data with regards this serial number that you provided to me, and also the model.
10:00
Speaker 1
okay okay SN number I'll give it to you that's on here it's one four X one oh six oh three one seven four seven nine zero no zero three four
11:00
Speaker 2
can we double check the S number? M hmm. Is that the correct SNA number? 1 4 X 1 1 0 6 0 3 1 7 4 7 9. Mmhm.
11:00
Speaker 1
one seven four seven nine there's numbers. Um, wow. Um, there's that SN number and then there's the Mac number.
12:00
Speaker 2
[silence_
12:00
Speaker 1
And then, the the link, the link is, has a number. Is that what you need? [silence]
13:00
Speaker 2
Um, solder is only... Did a man right here. Okay, one man. Okay, and you did not find any, um, model number that starts with letter E or it starts with L [BLEEP].
13:00
Speaker 1
Starts with a E. I can't read that one. Oh. It says wireless password. Would that be it? I have one, the S and N that I just gave you that starts with a 14 and then I have the Mac and then I have, I can't figure out the symbol, but it's 4 3 6 0 6 2 6 9.
14:00
Speaker 2
Yes. No, that's not it man. Mhm. [silence] Okay, one moment here. Because I tried to pull up a record here or information here with this router. Just to confirm the serial number or the SIN that you provided to me is one four X as in X-ray one zero six zero three four one seven four seven nine.
14:00
Speaker 1
I have one that says, um, wireless password. And then I have the Linsky. And then this number I just gave you and that's it. There's no other numbers from underneath here. Did you say something about E? [silence]
16:00
Speaker 2
O.K. for that we double check. So there are no or no model number. like under the two links. It's a name. Um, there is um model that safe. Um, starts with letter E. or starts with um another M. . Mm hmm. . Yes.
16:00
Speaker 1
Okay, I'm looking underneath. This one's on top. I'm sorry. It's E. E-A-6-1-0-0.
17:00
Speaker 2
It starts with the letter E. Got it. All right. Thank you so much, Ram. One moment here. Thank you so much for the information. So let me double check. And just to confirm, you're calling from United States, right? Yeah, I got it right. [silence]
17:00
Speaker 1
there. Double chat, because it was a little light today.Yes.
18:00
Speaker 2
Is there any light on top of the router? [silence] Oh a blinking light.
18:00
Speaker 1
what have I done with it? I've shut it off and restarted it a few times and when I was on the phone with Spectrum and then this morning I did the same thing but nothing happens. [silence]
20:00
Speaker 2
And also then just to confirm, what troubleshooting have you done so far with your router?
20:00
Speaker 1
Ooh, yeah. Ah. [silence] Ah. What do you suggest [silence]
21:00
Speaker 2
Just to set the proper expectation that your router was already part of an en-of-life router. It means that there is no updated firmware and we don't manufacture this router anymore. Yeah. Yes, man. So, in the future there might be some connectivity issue with this router with regards to your modem because your modem keeps on updating their software. However, this router doesn't have any updates. So, we can but we can try to reset this one and you can try to observe the connection within 24 to 48 hours. But I can highly suggest you to upgrade your latest router if you want. But if you still want to use your router, then you can still use this one.
21:00
Speaker 1
jess should I upgrade, [silence] okay, so I need to get a new one. Okay, okay. And how do I do that? I can use um, oh, I have to buy this myself? Um, oh, I didn't realize that. I thought Spectrum would take care of all of this. But they don't, huh?
22:00
Speaker 2
Um yes ma'am you need to upgrade since this device don't have any uh firmware update so the security of this router is not still secured anymore. Uh-huh. Yes ma'am that is correct. Um you can purchase it on the Amazon website. I can provide you some model numbers or you can use other brands if you want. Yes ma'am you need to purchase it. Uh they they do have a routers but I think they don't sell that one.
22:00
Speaker 1
okay. So, okay, I'm going to take down the numbers uh, for the routers and if I can get back online. I love it because they kept telling me yesterday, well, go on your computer and go here. I can't. I don't have I have nothing here. Oh. Okay. Um, so I need to get a new one. Okay. I'd like to try to reset it anyways, and I'll look into getting a new one. How's that sound okay?
23:00
Speaker 2
You need to rent that or you need to pay it monthly? [silence] All right. Cause if we reset this one ma'am, your router will go back to its default settings or factory settings and you need to set it up again from the scratch. [silence] If you want, but, but you don't want to try to reset this one.
23:00
Speaker 1
pig, get me through right now so I can go on Amazon because I don't have a computer. It's all crazy because you need the computer to do anything but I can't do anything because I don't have one. So if I can get the Internet for just even a few days then I could remedy all this. Okay. Oh, okay. I am by the router and I will follow directions.
24:00
Speaker 2
Yes, ma'am, that's okay.
24:00
Speaker 1
How's that? Okay. And where would that be? Okay. This back. Is it that little... red button? No. Yes? Mm-hm. Okay. But it's inside. Do I need a pencil or something? Oh, okay. Ah, sorry. Don't have one. Ah. I wish I knew in advance and I'd have everything ready. And then...
25:00
Speaker 2
I see. So here's the thing, ma'am. Can I press and hold the reset button of this router? It's at the back of the router. Yes, the red button. Yes, that's it. You need to press and hold it for about 15 to 20 seconds. Yes, you need to um use a pin or a pencil.
25:00
Speaker 1
[KEEP_UNCERTAIN] I wouldn't have to make anybody wait, you know. I know your time is valuable. I'm older than the hills too, so I don't know a lot about this stuff. I wasn't, you know, I wasn't raised on a computer, so it this is all a challenge. Okay. You can't function like that. You can't function without one. It's also okay. All right. I get this to go in. Far f rink. Far f crano. Well, get in. Okay, okay. Nosa. fr Ugh. I'm going to have to get something smaller. It won't be. [silence]
26:00
Speaker 2
I'm the wish man. It's okay. You can take your time. Yeah. Just everything now works with internet. Yeah.
26:00
Speaker 1
It is so hot here, it's terrible. Time to even breathe, never mind move. Where are you from Wow Ooh So it's hot over there, too Yeah Okay, I've got a pen in there and I'm pressing. Uh-huh
27:00
Speaker 2
[silence].
27:00
Speaker 1
is that good? Okay, I have a computer, yes. It's wireless. Or maybe I lied this. I mean, I need the
28:00
Speaker 2
okay. yes okay understand the release or reset button. and you mentioned that you're using your computer right? all right. and this computer mem is it connected wire directly to the router or connecting wireless? wireless okay all right. that's way that's way that mm-hmm.
28:00
Speaker 1
router to work for it to work okay. I just want to make sure I'm I'm saying the right things. Oh so something should have happened. Uh there's a blinking light. Yeah on the uh the light is yellow. Oh on top of the router. Well there's no there's no light. The only light's Wait a minute. Okay. I hope I'm doing the right thing here.
29:00
Speaker 2
uh, uh, uh, Yes. Um, uh. Okay. yeah, let's wait for about two to three minutes until it's done starting up. and can you tell me mam, what's the light color of the router right now? is it still blinking white? on top of it, on top of the router?
29:00
Speaker 1
Now, the other one, the other box underneath is the Samsung, right? Wait a minute. Did I press, I think I pressed the wrong button. I did. I had the wrong, uh, box. I'm holding the other one down right now. So there's two boxes here. That's what's confusing me. it says internet and the button's bigger on it.
30:00
Speaker 2
So you have two boxes. One is Linksys and the other one is for what? [silence]
30:00
Speaker 1
I put, yeah, I put the bottom one, yeah, and it's, it says power, says power light came on. and [silence] when I reset it, the power, it says power on it and that came up. Let's see here. It's, um, I think so I'm sorry, I just don't know anything about oh,
31:00
Speaker 2
but you're pressing the reset button of the Linksys router [silence] or not. [silence] And this is for your Linksys router. [silence] Right? [silence] the power red off of the Linksys router.
31:00
Speaker 1
Okay, I just... I'm on my computer right now, and it says... my wireless... is on. Um... Oh, it's gone. the name... Linsky... one seven four seven nine... uh, nope, it says not connected. [noise] no, nothing's happening.
32:00
Speaker 2
All right. Can you tell me which WiFi are you connected right now? Or what's the WiFi name? Mhm. Are you connected to that WiFi right now? All right, can you connect to that WiFi, ma'am?
32:00
Speaker 1
so frustrating. it's saying your device can only access other devices on your local network. I don't know what that means. oh well, nothing. try it again there. I thought sure maybe it was just the power
33:00
Speaker 2
When you select a Wi-Fi name, ma'am, is it asking for a password? All right. Can you turn off your Wi-Fi, ma'am, and then turn it back on? [silence]
33:00
Speaker 1
outage you know, those that the internet was down in the neighborhood but no it's just me did are you I can yeah I turned it off now you want me to turn it back on okay
34:00
Speaker 2
Mm hmm. Those did you turn on the Wi-Fi? Yes, please. All right. Can you now see the link? It says Wi-Fi on it.
34:00
Speaker 1
um, it says the internet and it has a yellow light and that's it. Oh, I can go there too. um, got things in two different rooms here. okay, dove. let's see if I can get on. mm-hmm. Oh, uh, let's see. Um, it should be on the bottom. yeah. all right.
35:00
Speaker 2
How about on your computer, ma'am? Mm-hmm. All right. When you turned on your Wi-Fi, uh, in your computer, ma'am, did you find the Linksys name on your Wi-Fi list?
35:00
Speaker 1
Oh, no internet. That's all it tells me. It says the Wi-Fi is on and then when I try to open anything, it tells me that I don't have Wi-Fi. See if I can open anything here. Um,
36:00
Speaker 2
but is it connected? [silence] Yeah, it says network [silence] problems but your computer, is it [silence] connected to the linksys Wi-Fi right now or what does it [silence] say? Mhm. [silence] So you can [silence] click [silence] available [silence] now.
36:00
Speaker 1
No, nothing. Tells me I'm not online. Oh, Wi-Fi name, okay. Uh, microphone. Wait a minute. I'm trying to find the name, but nothing's coming up here. All it tells me is no internet, no internet. Could it be Microsoft? No. It's not giving me any of that information. [silence]
37:00
Speaker 2
[silence]
37:00
Speaker 1
for some reason come on go to settings okay it should be in my settings right the linsk one seven four seven nine and it says action needed no internet [silence]
38:00
Speaker 2
Yes, it should be on your Wi-Fi settings. So there are network names should be showing. Yes, select that one. Uh, what else? What are the other um options? [silence]
38:00
Speaker 1
let me uh... um, okay, um, I can't find it. Ooh. come up here, it is. All right. Now, what should I do? Oh, options doesn't give me any. Oh, action. I want to insure that uh.
39:00
Speaker 2
but when you click the link that's name, select that one and tell me what are the options you see. All right, I'm it say action needed and then when you select that one, it doesn't ask you [silence]
39:00
Speaker 1
Nope. No. Isn't that funny? Oh, my god. Sorry. Um, it says Wi-Fi, and I have it on. And it says, okay, wait a minute, press that. Um, alright, I press that, and it's got my properties and everything. And, um, right underneath it says show available networks. And, and it says the Lansky. And it says Lansky connected. And it says the mechanical key, and the mechanical key is connected, and it's six bars. And it's got my password and everything. But I can't get it to. And it says Lansky with a cyber security with a password, but it says it's connected. And I just took another laptop from another website, didn't it? It's actually connected right now because we're connected. I just tried to do another email on the internet. Let's see. And it says you're connected to the network. And it just says you're connected to the password. Mark it. And it says you're connected to the network. I just connected to it. I press the button here, and it goes down. I just printed this, and I emailed you, and it's in the mode. So, but actually, I haven't seen it here. Sorry. I'm so sorry. I'm not sure what I'm saying here. BLANK_AUDIO
40:00
Speaker 2
There's no need to type a password and nothing. The is there any option such as forget the network or disconnect the network? Yes, she'll available networks. All right.
40:00
Speaker 1
says action needed, blah, blah, blah, and then there's giving me Spectrum setup, Linsky, another one with 5G-H-Z at the end. Mm-hmm. Yep. Oh. It says Wi-Fi network password show. Okay. It's it's on there. Okay.
41:00
Speaker 2
can I go ahead and select Lysyss 17479, click that one and when you click that, what does it say? Yes, you need to input the password. All right. So it's already you
41:00
Speaker 1
Yep. It's, yeah, it's already on there. And then it says, uh, some apps might work differently to reduce the metered connection random hardware and that's, I'm just, I don't know what to do. I'm probably just going to have to have somebody come in, but who do I get? I have no family, nothing. I just lost the last of my family. I know it's so awful at my age. But I'm alone. I lost my son. [silence]
42:00
Speaker 2
All right, do you have any family members that can assist you like your son, your daughter, I'm so sorry. I'm so sorry to hear that.
42:00
Speaker 1
oh my gus husband everybody my sister don't thank you it's it's hard when you get older you know and you're left alone to try to get out of messes like this. I do have a nephew I think I have a nephew that would be able to do this. Um, I should probably see if he's he uh lives a good ways away though. Um, so, um, if I call Spectrum, they can't fix this for me? They can't do anything for me? Oh god. All right. So
43:00
Speaker 2
I'm so sorry to hear that one now. Uh-huh. Mm-hmm. Uh-huh. Mm. Oh. Um, yes. Um they can not do anything since um it's a um linksus router, it's not their router.
43:00
Speaker 1
there's nobody that can come and work on that router or come over here oh okay so i guess i need a list of um routers oh how am i gonna i'm just gonna order one how can i order one i don't have a computer oh and my friend who is good at this is going on vacation yeah so that doesn't help uh but i'm gonna take the numbers and i'll just go to someone's house and order it i'll figure it out okay yep i am gonna
44:00
Speaker 2
No, ma'am, we don't have any tech support that can physically be there. Okay. Oh. Alrighty, Ma'am. I can provide you some model numbers. Okay, if you want from Linksys, do you have pen and paper handy?
44:00
Speaker 1
yes MX what was the rest 6200 okay okay okay okay and then okay and when I get one I just have to plug it in uh-huh oh okay that'd be great thank you so much for your time and your patience [silence]
45:00
Speaker 2
Alright. So one of the model number, ma'am is ... MX6200. MX6200. Yeah. And the other one is LN1600. Mhm. Alright. That's the two brothers. Mhm. I guess once you receive it, mom, or you have a new router, then you can just plug it in, and also you can contact us back so that we can assist you in how to set it up. Mhm. Alright. Thank you so much Oso man for your cooperation during the process.
45:00
Speaker 1
You have the rest of the good day. Okay. Thank you. bye bye
46:00
Speaker 2
have a good one. Awesome man. Take care. Always. Bye for now.
46:00