V2 Rubric Detail — 122b21d4-7956-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 16:16
Duration
6m 12s
Contact
Jennifer Kneemiller
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#EOS00135987
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall52.5% (-3.5)

V2 Grader Summary

The agent provided technically accurate reset instructions but failed to verify product support status, perform meaningful diagnostics, or reduce customer effort. The issue remained unresolved as the agent deferred resolution to an unspecified guide without a timeline, resulting in partial resolution due to ownership taken but no confirmation of outcome.

V1 Case Analysis

Router setup failure (error codes 2313/2123); advised hard reset and emailed troubleshooting guide without verifying outcome or post-reset configuration.

Troubleshooting Steps
  • Advised pressing and holding the red reset button for 10 seconds
  • Suggested using manual configuration option after reset
  • Offered to email a custom troubleshooting guide
Key Observations
  • Agent provided correct reset procedure (10-second hold until solid power LED) per KB guidance for most Linksys routers.
  • Agent did not collect model/serial number or confirm warranty status despite stating the product is no longer supported.
  • No verification of reset success or post-reset configuration guidance was provided.
  • Agent correctly identified 192.168.1.1 as the local access URL (matches KB).
  • Agent's statement about product no longer being supported aligns with out-of-warranty inference but was not confirmed with warranty lookup.
Positive Highlights
  • Provided correct hard-reset procedure per KB.
  • Correctly identified 192.168.1.1 as the local access URL.
  • Offered to create and email a customized troubleshooting guide.
  • Polite and patient communication throughout.
Agent Errors / Gaps
  • Did not collect product model/serial number or verify warranty status despite stating support eligibility.
  • Failed to confirm whether the reset resolved the issue or guide the customer through post-reset manual configuration.
  • Vague statement about product support status without clear eligibility determination.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the router was fixed; only offered to send a guide and said the product is no longer supported.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked if the customer went to 192.168.1.1 and suggested a reset, but did not perform further diagnostics.
R3 Not Met Correct resolution path conf 95%
Agent claimed the product is no longer supported without verifying model or support status, and defaulted to sending a guide instead of attempting best-effort troubleshooting for an OOW device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (router not set up) and asked one confirming question, but failed to ask about LED status, internet connectivity, or prior setup attempts as required by troubleshooting guides.
T2 Not Met Appropriate tools / resources used conf 97%
No tools were used. The agent failed to guide the customer to verify the router state via the local admin UI (192.168.1.1 or myrouter.local) to check for specific errors or settings, which is the primary method for verifying network status in all provided KBs.
T3 Met No misinformation conf 96%
The recommendation to reset the router (press red reset button for 10 seconds, wait for solid light) is technically accurate and consistent with universal_factory_reset.md.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control but did not set expectations, frame the interaction, or summarize next steps; call ended abruptly after email confirmation.
C2 Met Confirmed understanding conf 94%
Agent spelled out email clearly, confirmed spelling with customer, and used accessible language throughout.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent stayed on the call, did not transfer, and committed to creating and sending a guide, taking ownership of the task.
O2 Partially Met Proactive follow-through conf 90%
Agent committed to sending a guide but provided no timeline or confirmation of when it would arrive or what it would contain.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent used polite language, thanked the customer multiple times, and acknowledged their effort in calling back.
X2 Met Tone & rapport conf 91%
Agent matched customer’s pace, confirmed understanding during email exchange, and maintained engagement.
X3 Not Met Overall experience conf 96%
Customer had to repeat the reset process and wait for an unscheduled email; agent could have provided immediate KB links or real-time guidance instead.
Call Transcript12 turns · 13 lines
Speaker 1
Hi there. [silence] I was just on the phone with someone else for a while here. I've been trying to reset my router's name for the two different Wi-Fi options as well as the passwords. [silence] I keep trying to go to the Wi-Fi setup. [silence]
00:00
Speaker 2
Welcome to Linksys 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.linksys.com for more information about your product. Thank you for calling Linksys support. This is Captain Gerald looking out.
00:00
Speaker 1
page on the browser here, but it keeps telling me that the router was not successfully set up. Uh, his last recommendation was to get an ethernet cable and plug it in directly, but that's still not fixing the issue. So I called back. Yes, that's correct. Uh, it gives me four steps to retry. It gives me a link to click it again and try Uh, sometimes it pops up with the error 2313, but it's not doing it right now. Sorry, 2123. I've got that on a different page here.
01:00
Speaker 2
so you went to the 192.168.1.1 and tells you that the router was not successfully set up, correct? [silence] All right. [silence] um, router was not successfully set up, usually they will ask you to reset the router. can you?
01:00
Speaker 1
Yes, step one, press and hold the red reset button for 10 seconds. During the reset, it will restart. The power light will flash. Wait until the power light is solid. Then, afterwards, reconnect this computer or device to the default wireless network. When finished, click here to run through setup again. If you follow these steps and see this error screen again, visit our website for troubleshooting or to chat with a customer service rep. To access the website, you may have to use a different computer that has internet access or connect this computer directly to your modem, which is what I'm trying now.
02:00
Speaker 2
See there on the screen, because it, you will need to reset the router. [silence] What you need to do is to reset the Linksys router, but instead of instead of following the setup wizard, just do, do, do the manual, there will be manual configuration. Select that, and then it will prompt you to login page, it will ask you for a router password, and the password is:
02:00
Speaker 1
uh yes the manual option cuz it hasn't prompted me with that I'm resetting the router again. yes please I'd appreciate it okay. [silence] Okay, I'll take a look at that, thank you. I appreciate it. Uh, where are you going to send the guide to?
03:00
Speaker 2
I couldn't see the the manual guide right here. Um, so I'll probably create one for you. So regarding this, unfortunately, this product, we no longer support this, so we're going to provide troubleshooting over the phone. I could I could just send you the guide. But I'll create one for you. You're welcome. You have questions?
04:00
Speaker 1
Yeah, let's. Okay, so that'll, that'll send to one of my mom's emails. Um, I'm trying to take care of this for her. Can you email it to me instead? Uh, Val, V-A-L, T as in Thomas, ehrsing@ gmail.com. Hers and Victor's. Correct. Yes. Thank you. Excellent.
05:00
Speaker 2
They have your ticket number right here. Based on your phone number you have an account. Uh, I should let me verify this. Oh, the name is under Jennifer. Neiler. Sure, what's your email? Let me just verify real quick. So, that's B as in boy, or V as in Victor? Thank you. So that's, uh, after that that's A-L-T-E-R-I-N-G Apache and I'll send it, that email, and...
05:00
Speaker 1
Thank you so much. Okay, take care.
06:00
Speaker 2
Yeah. Hope you have a good one. Thank you. Take care. Bye-bye. [silence]
06:00