V2 Rubric Detail — 139386e0-757a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 18:24
Duration
11m 58s
Contact
Hilda Norville
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135526
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: router ip address offline_EA6350
⚠ Auto-Zero applied: Avoidance/Evasion – agent avoided performing any troubleshooting and dismissed the issue without assistance.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent determined the router was out of warranty and refused to provide technical assistance, offering only a recommendation to replace the device. No diagnostic steps, tool usage, or empathetic engagement were performed, leaving the customer's camera IP‑address problem unresolved. This constitutes avoidance of support duties under the OOW best-effort standard.

V1 Case Analysis

Customer unable to obtain an IP address for security camera on an out‑of‑warranty Linksys router; agent advised upgrade, no troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never asked for or recorded the router model or serial number.
  • No diagnostic steps (reboot, cable check, DHCP verification) were performed.
  • Agent did not acknowledge the customer's frustration or provide empathy.
Positive Highlights
  • Agent clearly communicated the out‑of‑warranty status and lack of firmware updates for the device.
Agent Errors / Gaps
  • Missing required product model and serial number collection.
  • Failure to perform basic troubleshooting for DHCP/IP address issue.
  • No empathy or acknowledgment of customer frustration.
  • No escalation or paid‑support offer despite out‑of‑warranty status.
  • Did not verify warranty via system lookup; relied on a generic statement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent declared the device out of warranty and stopped assistance, offering only a router upgrade with no resolution or troubleshooting performed.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps (reboot, DHCP check, cable test, etc.) were performed before concluding.
R3 Not Met Correct resolution path conf 90%
Agent declared the device out‑of‑warranty and stopped assistance instead of offering best‑effort troubleshooting appropriate for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify symptoms systematically or ask diagnostic questions about network setup, camera configuration, or IP assignment behavior.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (web UI access, remote diagnostics, logs) were used despite the need to verify DHCP status and connectivity on the router.
T3 Not Met No misinformation conf 90%
Agent claimed the device cannot detect an IP address because it lacks firmware updates and has a conflict with the modem; this is unsupported by the KB and technically incorrect as basic DHCP functionality is not dependent on the latest firmware.
Communication
C1 Not Met Clear & professional language conf 90%
Interaction lacked clear framing, step‑by‑step guidance, or a structured troubleshooting flow.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but did not confirm the customer’s understanding or adjust explanations to the technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of the problem; after stating the warranty status, they offered no further assistance or follow‑up.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps, timelines, or follow‑up commitments were given beyond a vague suggestion to buy a new router.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
No escalation trigger was present (no hardware fault, no confirmed defect, no customer demand for escalation), so decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent gave no empathy for the customer's frustration and offered a curt, transactional response.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt tone or pace to the customer's evident confusion and repeated explanations.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat information and received no troubleshooting, creating unnecessary effort.
Call Transcript18 turns · 20 lines
Speaker 1
[silence]
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's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available people. Please have your devices' serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you today? All right. No problem, sir.
00:00
Speaker 1
That doesn't help. Let me just unplug. Hold on. Hold on one second. Okay. All right. OK, here we go. Let's go. Thank you. Hello. All right, cool. OK, so I'll tell you, the so I've already called Spectrum. Represent told me to call you. Um, so I installed security cameras at this woman's house. And We
01:00
Speaker 2
Yes, sir. Still with you. [silence]
02:00
Speaker 1
thought a few years ago and she, and for some reason, she, isn't able to see the app on her phone anymore. I've already tried changing the router and it still isn't giving me an IP address. So I call Spectrum because usually the Spectrum they have something on their wall just stopping the access to the camera. Spectrum told me that to call you and tell and tell you that as well. They said because she doesn't have a Spectrum outer, they can't help me, but they told me to call you. Okay, so I'm trying to, okay, so how it is this. So her security camera are hardwired to your
03:00
Speaker 2
what are we trying to do sir? are you trying to open the linksys app or open a security cameras app? [silence]
03:00
Speaker 1
Alexis internet router and she, she hasn't ever had a problem at all with the app showing online. Well, a few weeks ago, the app just started showing offline. So I assume it was the recorder, so I changed the recorder and I'm still not getting an IP address off of off of her internet, off of her router. It's a Linksys router. Um, so I call Spectrum and explain that to Spectrum and they say, they give me the information to call you guys. Um, Spectrum said it could be something in the firewall like something, like like kinda like a block in the firewall on that app. Um, so she's not able to use the app. Um, Yes, it's the security cameras app. It's called Hike Connect. I have. Yes, I have. So on her recorder, okay, so on her camera, like NVR, like her camera recorder box, I'm able, all of our other customers, I'm able to pull an IP address. I enable DHCP and it gives me an IP address. Well, it's not giving me an IP address, it's not giving me an IP address at all now, and I've checked the cable. I've checked everything. Everything looks good. All the connections look good, and I'm still not getting an, I'm still not getting an IP address because whenever it gives me a good IP address, the app. [silence]
04:00
Speaker 2
Is this security cameras app or Lincus app?
05:00
Speaker 1
the status is it's on it's online instead of offline.
06:00
Speaker 2
Mhm. Mhm. Mhm. Okay, okay. Sorry. can you provide to me what's the serial number for the router? Sure, sir. How long has the customer been using this device? This router.
06:00
Speaker 1
Um, it, I'm not sure. Um, I would say she's probably contacted, she's probably contacted Spectrum, honestly. Um, so I don't really think she's ever called you guys. [silence]. Yep, are you ready for it? [silence]
07:00
Speaker 2
Did the customer called us like a year ago or recently or more than a year ago, sir? Yeah. Okay, not a problem. So, device router, IP address. Okay, so sir in order for us to proceed troubleshooting, we're going to create first a record in the system. May I know the first and the last name of the customer? Sure.
07:00
Speaker 1
Her first name is Hilda, H-I-L-D-A, her last name is Norvell, N-O-R-V-E-L-L-E. I don't think she has email. Her mobile number, let me pull it up. [silence] is 704 477 7503. Absolutely. [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
08:00
Speaker 2
how about email address okay another problem how about mobile number okay thank you great all right can you give me just 3 minutes or let me just fill in everything first for the information that you provided me earlier thank you
08:00
Speaker 1
Take your time. Just let me know when you need me again. [silence]
09:00
Speaker 2
All right Hello sir All right Gotcha sir sir I was able to create a record for Ms Hilda here since the information you provided me about the router that you have however based on the records here sir the warranty of the product of Ms Hilda already been out already Now just to set proper expectation for out of warranty devices we no longer provide free technical assistance And then aside from that I've found out also sir that the router that she has is part of our first generation router meaning to say aside that we no longer manufacture this device we no longer also provide any firmware updates for the router and technical assistance for this routers or is not available anymore Now
10:00
Speaker 1
Okay. All right. That's Okay, that's fine. Okay, well I appreciate your help and we will figure out something today. Okay, all right. All right. Bye bye. [silence]
11:00
Speaker 2
One of, uh, one of the reasons, sir, why the device does not have or it cannot detect an IP address or it's offline already, it's because, uh, the router does not have any more firmware updates. So, it does have, uh, a conflict to the modem that you have from spectrum. Now, uh, I, mmhmm. Go ahead. Um, uh, what I can suggest, sir, is you might try to need to upgrade to a newer version of the router so that it will be compatible again with the modem that you have. Okay. Thank you so much, sir, for your time. If you need further assistance, you can always call us back here. Have a nice day. Bye-bye.
11:00