V2 Rubric Detail — 11c9a936-6105-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 17:36
Duration
11m 12s
Contact
Emmett Wolf
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132441
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5350_intermittent internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication0.00/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall26.9% (-9.1)

V2 Grader Summary

The agent failed to resolve the issue or provide meaningful troubleshooting, immediately citing out-of-warranty status to justify paid support. While technically accurate in policy and suggestions, the agent neglected best-effort support expectations, showed poor communication and empathy, and abandoned ownership, resulting in an unresolved outcome with significant customer friction.

V1 Case Analysis

Customer (E5350) experiencing intermittent Wi‑Fi; out‑of‑warranty. Agent offered paid support or emailed steps but did not capture email; issue unresolved.

Troubleshooting Steps
  • Identified router model (E5350) and out‑of‑warranty status.
  • Suggested a full factory reset and re‑configuration.
Key Observations
  • Agent never captured or confirmed the customer's email address.
  • Paid support was pushed before providing full self‑help options.
  • No concrete troubleshooting steps were executed during the call.
  • Call ended abruptly without a clear recap or confirmation of next steps.
Positive Highlights
  • Agent correctly identified the device as out‑of‑warranty and explained the support limitation.
Agent Errors / Gaps
  • Failed to obtain a valid serial number or MAC address.
  • Did not verify the customer's email address after it was given.
  • Pushed paid support without first delivering complete self‑help per policy.
  • Ended the call without confirming that the customer understood the next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the intermittent connectivity issue; only offered paid service or to send email steps without confirmation of resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about ISP and dual-band separation, which are relevant; however, skipped basic troubleshooting like rebooting the router or checking firmware, jumping straight to factory reset and paid support.
R3 Not Met Correct resolution path conf 95%
Agent immediately defaulted to out-of-warranty paid support without attempting any best-effort troubleshooting, violating the expectation to provide free setup, Wi-Fi, or reset guidance regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified intermittent disconnections and asked about ISP and band separation, but failed to inquire about router LEDs, WAN status, or prior reboots, leaving root cause undetermined.
T2 Not Met Appropriate tools / resources used conf 93%
No tools (e.g., remote access, admin UI check, logs) were used or offered, despite the issue being diagnosable via router interface or signal assessment.
T3 Met No misinformation conf 94%
Information provided (factory reset procedure, static DNS as stabilization method, out-of-warranty policy) is technically accurate and consistent with KB guidance.
Communication
C1 Not Met Clear & professional language conf 92%
Call lacked structure: no clear agenda, long silences, abrupt transitions, and ended without confirmation or summary.
C2 Not Met Confirmed understanding conf 91%
Agent used repetitive, scripted language and failed to adapt to customer’s frustration or check understanding, especially during email collection.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent declined direct troubleshooting due to warranty status and outsourced resolution to email, avoiding personal ownership.
O2 Not Met Proactive follow-through conf 90%
No specific timeline or action owner was established; vague promise to 'send an email' without follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 87%
No escalation was warranted — issue was within L1 scope (connectivity, reset) — and agent correctly did not escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy for customer’s financial concern or frustration; response felt transactional and dismissive.
X2 Not Met Tone & rapport conf 92%
Agent maintained a rigid, one-size-fits-all tone and failed to adjust pace or style to customer’s emotional state.
X3 Not Met Overall experience conf 91%
Customer had to repeat email address multiple times and was left to perform all actions alone; no reduction of effort attempted.
Call Transcript18 turns · 20 lines
Speaker 1
I'm pretty sure, in fact, I know I do not have a device that is still under warranty. I've had this thing too long. Would you still be able to help me with this?
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 please have your device serial number and contact information ready. Thank you for calling Linksys. This is Al. How can I help? [silence] Maybe I can double check that one first. What's your concern for the device? Or can you have first the serial number?
00:00
Speaker 1
Let's see here Serial number or Mac address 30k, 10M 21b 13493 Can you please say my what What okay What's going on is? I am getting intermittent um internet um I've been on my couch
01:00
Speaker 2
Serial number, sir. [silence] Okay. Um you have sir, the E5350. What's your concern for this one, sir? [silence] Um what's your concern for the E5350 router?
01:00
Speaker 1
I've been talking to spectrum for the last week or so trying to get this worked out. They're telling me, I can't, it won't even connect to my TV. My Roku TV in my bedroom or in the living room. I turn it on. It tells me not connected. Now I can restart it and eventually, well I can keep restarting it and eventually it'll connect. Same thing happens with my phone. Eventually, sometimes I I've got to do it like five times in a row.
02:00
Speaker 2
Okay. Okay. So after you restart it, sir, your TV was able to connect to the in to the Wi-Fi.
02:00
Speaker 1
No, I, I keep, I keep re, trying to reconnect to, so I can get an internet signal. I keep resetting my TV. I restart my TV to a Roku TV. I have to do this. Go ahead. No, go ahead. maybe less than a foot away.
03:00
Speaker 2
You mean sir, you keep restarting the linksys router? mm-hmm. Mm-hmm. Okay, and how far sir is ... I'm sorry. Um how far is the ... how far is the TV to the linksys router? mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. [silence] Mm-hmm. Mm-hmm. Okay, let me double check this one.
03:00
Speaker 1
My phone, both TVs. [silence] [silence] [silence] [silence] [silence]
04:00
Speaker 2
But, aside from your TV, sir, what other device are affected? You've mentioned earlier your phone, right? As well? Mm-mm. Uh-huh. Okay. Are you okay, sir?
04:00
Speaker 1
Yeah. Yeah. Excuse me. I'm just smoke this out. [silence] Dude, yes. I have 5 gigahertz, but yes I did change the name on it, and I had, you know. Go ahead.
05:00
Speaker 2
okay sorry sir who's your internet service provider okay and um you have sir a separate wifi name for the 2.4 and 5 gigahertz right okay um because what yeah because so far sir for this one uh, first things first, on the, uh, Linksys router for the E53 50, um, to address the intermittent internet connection, uh, you mentioned that you've talked with Spectrum already and then did, um, they check the modem, right? Okay. So, um, for this one, sir, what we could try is to do a full factory reset on the Linksys router and then, um, set it up again to remove any possible bugs or glitch that's causing the intermittent connection. If that doesn't address the disconnection of your devices to the Wi-Fi or to the internet, then more likely we can try to add, like, advanced configuration, like, um, setting a
06:00
Speaker 1
No, I'm paying you guys $60. I am not paying you guys $60 to see if a product I bought from you still works. I don't have $15.
08:00
Speaker 2
static DNS on this one to stabilise the connection. However, to perform the reset and then reconfiguration, the device is actually out of warranty. So, usually for out of warranty devices, we no longer provide free technical assistance. we can proceed only if we avail our paid connect, but that would cost you $15 for 60 minutes of troubleshooting. so, we can possible uh we can um possibly try um it's actually 15 sir. $15. However, if you don't want to go through that path, which is okay, um I can send you an email step by step instead, sir. So, you can do the reset reconfiguration and then Transcribe from
08:00
Speaker 1
see it resetting hitting the reset button now we see what happens. mm.wolf 771@ gmail.com
09:00
Speaker 2
Possible work around if the reset and the reconfiguration doesn't work. I can send it to your email so you can try it. Yeah, but do not reset it. Do not reset it yet though because that will disconnect totally your router to the internet. Um, allow me to send you the email first. Um, read the email before you decide to do the troubleshooting. Can I have your email? Sir sir, you're cutting in and out. Can you, can you repeat that one and spell it phonetically for me?
09:00
Speaker 1
yes 1 0 mm wolf [silence] okay no [silence]
10:00
Speaker 2
thank you for taking my call today. Please click the link below. Have a great day till then. Take care.
11:00