V2 Rubric Detail — 1288f1dc-74b6-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 19:01
Duration
12m 59s
Contact
Nathan Bettinger
Issue Type
Access Point Mode
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135383
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA6350 v3_ No Internet Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall24.2% (-3.8)

V2 Grader Summary

The agent provided technically accurate information (T3 Met) but failed to conduct meaningful troubleshooting (R2 Not Met, T2 Not Met), confirm resolution (R1 Not Met), or demonstrate ownership (O1 Not Met) or empathy (X1 Not Met, X2 Not Met). The call lacked structure, adaptability, and follow-through, leaving the customer’s issue unresolved despite correct basic facts.

V1 Case Analysis

Customer unable to use EA6350 as Wi‑Fi extender after fiber upgrade; agent gave incorrect EOL claim and wrong URLs, no resolution.

Troubleshooting Steps
  • Collected model number and serial number
  • Suggested router may be end‑of‑support (incorrect)
  • Advised changing LAN IP address (generic suggestion)
  • Provided incorrect support URLs
Key Observations
  • Agent falsely claimed the EA6350 is end‑of‑support.
  • Provided incorrect website URLs (Larry Linksys.com/contact us, support.linxis.com).
  • Did not address proper extender or access‑point configuration (bridge mode, DHCP, etc.).
  • No verification of the customer's network topology before giving advice.
Positive Highlights
  • Collected model number, serial number, and contact information.
Agent Errors / Gaps
  • Incorrect EOL statement for EA6350.
  • Wrong support URL (Larry Linksys.com/contact us).
  • Wrong domain support.linxis.com (hallucinated).
  • Suggested IP change without context or validation.
  • Failed to provide any concrete extender‑setup steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the extender worked again; only suggested generic website and IP change without verification.
R2 Not Met Diagnostic thoroughness conf 94%
No systematic troubleshooting performed — only brief suggestion to reset and change IP address, with no diagnostic steps or verification.
R3 Partially Met Correct resolution path conf 88%
Agent correctly identified EA6350 as end-of-support and offered web-based support, but did not pursue full best-effort troubleshooting for an out-of-warranty device (e.g., no firmware check, factory reset, or configuration validation).
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified possible IP conflict and suggested reset, showing some diagnostic logic, but did not ask targeted questions about error details, current setup, or cable connections.
T2 Not Met Appropriate tools / resources used conf 92%
No tools (remote session, admin UI, logs) were used or offered despite need to verify router configuration; relied solely on customer description.
T3 Met No misinformation conf 97%
Agent correctly stated default IP (192.168.1.1), default password ('admin'), and EOL status of EA6350 — all factually accurate per KB.
Communication
C1 Not Met Clear & professional language conf 93%
Call had long silences, abrupt shifts, and no clear structure or transitions; agent lost control of flow and failed to frame or guide the interaction effectively.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple terms and confirmed basic understanding, but failed to adapt to customer’s confusion about extender setup or error messages, using generic script language.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership — redirected to website and ended call without ensuring progress, follow-up, or confirmation of resolution.
O2 Partially Met Proactive follow-through conf 88%
Provided some next steps (reset, change IP), but no timeline, verification plan, or callback commitment; follow-up was incomplete.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was clearly warranted given OOW status and basic troubleshooting path; issue did not meet threshold for escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent never acknowledged the customer’s frustration or repeated effort; interaction remained transactional with no empathy expressed.
X2 Not Met Tone & rapport conf 91%
Tone was flat and robotic; failed to match customer’s pace or reduce anxiety during technical struggle; no adjustment to emotional state.
X3 Not Met Overall experience conf 93%
Customer repeated serial/model information multiple times; agent did not streamline intake or use available data efficiently, increasing customer effort.
Call Transcript24 turns · 25 lines
Speaker 1
I'm trying to use my old router as a Wi-Fi extender. And it was working whenever I first did it and now it's not. And whenever I called Cox about it...
00:00
Speaker 2
[ silence ] [ silence ] Welcome to links 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. [ silence ] please have your device serial number ready for assistance, press one now. For out of warranty products, [ silence ] please have your device's serial number and contact information ready. If unavailable [ silence ] call back later. [ silence ] For out of warranty [ product, paid support option [ may be available [ depending on the issue . [ silence ] Thank you for calling linksys, this is Carla, how may I help you. [ silence ] Mhm. Okay.
00:00
Speaker 1
they said it might be because we actually had switched to fiber and uh, something needs to be changed in the settings or something like that. I don't know. okay, why is it upside down? Uh, um, I don't know. what would you like first serial number? your number is one four Y as in yank three zero J as in jack zero eight eight two four three four two. yes.
01:00
Speaker 2
Okay. Okay. All right. So sir, may I know the model number and serial number of that lens us device? Yes, please. Hmm. Okay. So that's one four, and then Y for yellow, three zero, J for John, zero eight eight, two four, three four two. Okay.
01:00
Speaker 1
Model number is. Where's it at? Okay. It is EA 6350 version 3. Version 3, B3. Yeah. It is Cox Communications. It is 785-893-0270. Yeah.
02:00
Speaker 2
Okay, how about the model number? [silence] what [silence] Okay [silence] like [silence] JAC 6350 [silence] there is no version [silence] next to it? [silence] Right? [silence] version 3. [silence] All right. [silence] And what's your Internet service provider, sir? [silence] Okay, thank you. [silence] And how about your phone number? [silence] May I also your phone number to create the record? [silence] And how about your first name and last name?
02:00
Speaker 1
Nathan Bedinger. Yeah, B E T T I N G E R. It's NJ Bedinger91 at Gmail. [silence] Yes. [silence] Yes, it is connected to the Cox modem through ethernet.
03:00
Speaker 2
Can you spell out your last name, sir? Okay. And how about your email address? Okay. Okay. Again, that's N for Nancy, J for John, N-I-N-G-E-R@, oh, that's 91 at gmail.com, correct? Okay, thank you. So this router that you have, sir, is connected to the coaxial cable or the coaxial, um, modem. And the, the device that you are responding to is an "S" question mark.
03:00
Speaker 1
Yes, yes, it's built in, the wireless, so I'm uh, I use the Cox box that has the wireless capability, um for the house, and then I ran, ran a cable out to one of my buildings. Um, uh, so that I would also have internet out there, wi-fi. So, I was told it would work as long as everything is matched. And, and it, it did, um, for a little but, and now it's, it's not liking it. So, uh, I was, I was just asking Cox if they knew anything about it, and then they said it's probably because that was set up for not, not fiber, so. I didn't know if there was something wrong with it or something? [silence]
04:00
Speaker 2
using the device that is provided to you from Comcast the modem does it have a wireless capability? if your computer is uh if your computer could up with by a wireless internetuh huh okay okay uh huh yes uh huh now go to the second uh okay uh huh uh huh okay uh huh
04:00
Speaker 1
So coming off of the Cox box, it is the, the number one uh, ethernet plugs, but it goes into uh, the, I don't know, the one it's supposed to be going to. I think it says internet or ethernet or something like that. It's not functioning. It worked in the beginning and now it uh, it won't
05:00
Speaker 2
So that means when you connected the cable the E6350, you were using from the Cox modem connected to the internet port of the Linksys or is it one of the ethernet ports? Yeah. Uh huh. And it works for a while right, it works for like how many days? [silence]
05:00
Speaker 1
whenever I go out there it says [silence] it says let me go out there. [silence] it'll say [silence] like a like a Hmm. [silence] and some sort of error message. So, um, they did say that they can see it on their end and the wire and everything is happy. So, they can see it being connected. Um, [silence] so. Yeah. [silence]
06:00
Speaker 2
Could be the reason, right? Okay. Could be that there are settings right now on your EA6550, sir. It's not communicating to your docs modem. Okay. How about this one? Okay. I don't have I don't have Okay. All right. So, sir, before we um, like continue here. Let me just inform you about the [silence] um most status of your um Linksys device. [silence] Um it shows it here in our system that this router that you have the [silence] EA 6350. This router is already an end of support. Um that means um Linksys um [silence] is no longer manufacturing this type of um router, and as well as um [silence] Linksys is no longer um providing um technical support like software updates, security updates. [silence] Um [silence] uh since this is one of our um older um router. [silence] Okay. [silence] But if you need like troubleshooting on the [silence] sure., uh you may uh use or take full advantage of our web based. [silence] All right, is there a website for this? Well, you could just type in, just type in Larry Linksys.com/contact us and there you can choose your preferred method. Mail you can [silence] our technicians can answer your questions. Okay. [silence] You want help. [music] [silence] [music] [silence]
06:00
Speaker 1
Okay. Okay. Um, is there such a thing as I have to change out? Um, like change, change the setting, change the settings on it. Uh, give me one, give me one second. So, I did this at work all the time to
08:00
Speaker 2
Since also [silence] you might try to change the [silence] the IP address of your [silence] Linksys router. [silence] They might be [silence] since our [silence] the default IP address of the Linksys is [silence] if you did not change it is [silence] 192.168.1.1 [silence] Okay? [silence] It may have [silence] [silence]
08:00
Speaker 1
I don't know what I can do to make it happy. Does it have to match? Or does it have to be, like, uh, an ascending number or descending number or something like that?
09:00
Speaker 2
You may try to, like, or actually, sir, you must need to check what is the IP range of your modem, okay? If it will have a config of the default IP address of the router which is 192.168.1.1, then you can change the router settings, the IP address, you can change it to 10.10.10.1, okay? [silence]
09:00
Speaker 1
So, what it actually says here is unavailable with current security settings. That's yes, using the Linksys router. Yes. Yes. Whenever I'm in my shop, uh where the Linx is only is here, um it'll say unavailable to connect. It's actually disabled by your administrator. That's weird. [silence] [silence] That is on my phone. Uh, I don't have anything hardwired to it right
10:00
Speaker 2
is that on your own on using the router is it like when you watch um when you try to connect is that when you try to um to connect to the Wi-Fi is that on the phone or computer so oh that message you
10:00
Speaker 1
Okay. Okay. So, would I have to go into the router being hardwired into it and get into it? Okay. Okay. Is there a specific address I need to is that the 192 point, something? [silence]
11:00
Speaker 2
Could be that the router also sort of needs to be reset. And that's why, you might try to reset it and then reconfigure the settings. Yes, if possible. You can use a hard wire or even if you're using after the reset, you may try to connect. If you can connect wirelessly then you can also set it up wireless. Yes, sir. The default IP address of the router is 192.168.1.1. Okay. But if you do have internet connections,
11:00
Speaker 1
okay okie-dokie um is there a login that I need to know uh whenever I get into the router? Okay. The password is admin. Okay. Okay. So that is login and the password. Okay. Okie-doke. Well, uh we'll do some trouble-shootinging. Okay. Okay. Okay. all right thank you. All right I'm back. Yep.
12:00
Speaker 2
take full advantage of our AI tool that can be found on our website at support.linxis.com. Yes, that's correct. You're on the right page. Please proceed. The default settings, sir, for the password is admin, to login. Just password is "admin", all in lower case. Yes. A-D-M-I-N. Okay. Yes. Hands-free number on the address bar of AVM. Okay. So thank you for calling Linxis sir. This is Scott. I will bye for now. You're welcome. Goodbye.
12:00