V2 Rubric Detail — 1411ec4a-669f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 20:41
Duration
11m 49s
Contact
Debbie Pietzsch
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133307
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: dropping connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical2.50/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp3.21/5
Overall30.8% (-25.2)

V2 Grader Summary

The agent confirmed the router was online and end-of-life but failed to perform any meaningful troubleshooting for the customer’s intermittent connectivity. Despite the router being out of warranty, no best-effort steps were offered, and responsibility was fully shifted to the ISP without verification. The issue remains unresolved, and no ownership or clear next steps were provided.

V1 Case Analysis

Customer reports intermittent internet loss on EA6350 router. Agent confirmed router LED solid and model out of warranty. Advised testing modem directly using a desktop, incorrectly stating laptops lack Ethernet ports. No resolution achieved; customer to contact ISP.

Troubleshooting Steps
  • Collected serial number (14Y21J07613174)
  • Confirmed router model (EA6350)
  • Checked router LED status (solid)
  • Advised testing modem directly via Ethernet
Key Observations
  • Agent skipped standard WAN/router diagnostics: no power-cycle, reset, admin UI access, or WAN status check.
  • Provided materially inaccurate technical advice: claimed laptops cannot connect via Ethernet to test modem, which is false for most modern laptops.
  • Failed to follow KB-recommended troubleshooting flow for EA Series routers.
  • Did not create a case or document the interaction formally.
  • Customer was already told by Spectrum that the line was good, yet agent did not reconcile this contradiction.
Positive Highlights
  • Accurately collected and recorded the serial number (14Y21J07613174).
  • Correctly identified the router model as EA6350 based on serial number.
  • Confirmed the router LED was solid, indicating awareness of basic status indicators.
Agent Errors / Gaps
  • Skipped essential WAN/router diagnostics (power-cycle, reset, admin UI check, WAN status verification) and jumped to blaming the modem without evidence.
  • Provided materially inaccurate technical advice: claimed laptops cannot be used for Ethernet testing because they lack Ethernet ports — contradicts KB guidance and common device capabilities.
  • Failed to follow the standard EA Series troubleshooting flow outlined in the KB, which includes accessing http://192.168.1.1, checking WAN status, and performing a power-cycle or reset.
  • Did not capture a case/ticket number or set a clear follow-up or escalation path.
  • Misrepresented customer equipment capability, potentially misleading the customer about viable troubleshooting options.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the issue was with Spectrum's modem without resolving the customer's intermittent internet issue; no resolution or workaround was provided.
R2 Not Met Diagnostic thoroughness conf 96%
Agent only checked router LED status and system online status; skipped basic troubleshooting like power cycling router/modem or testing wired connection.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified the EA6350 is out of support and out of warranty, but failed to offer best-effort troubleshooting (e.g., power cycle, direct connection test) before deflecting to ISP.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent accepted 'intermittent disconnects' at face value without probing pattern, affected devices, or network load; no diagnostic logic applied beyond checking online status.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent appropriately used internal system to confirm router online status, but did not leverage basic tools like suggesting a ping test, checking local connectivity, or guiding a wired test despite customer's intermittent issue.
T3 Met No misinformation conf 99%
All technical facts stated were accurate: EA6350 is end-of-life, solid LED indicates online status, and Linksys system shows router as connected.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent collected serial number and LED status but did not set expectations, explain process, or maintain structured control; call ended reactively.
C2 Partially Met Confirmed understanding conf 87%
Agent used simple terms and repeated serial number, but did not adapt to customer’s self-identified low tech literacy by simplifying further or confirming understanding of key steps.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent immediately shifted blame to ISP and Spectrum’s modem without attempting any corrective actions or follow-up; no ownership demonstrated.
O2 Not Met Proactive follow-through conf 95%
Agent suggested customer have Spectrum replace modem but provided no timeline, no verification step, and no commitment to follow up or re-engage.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted given the issue was deemed ISP-side.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent remained polite but did not acknowledge customer frustration over repeated outages or prior misdirection from Spectrum.
X2 Met Tone & rapport conf 93%
Agent adjusted pace when customer’s voice faded, repeated information clearly, and maintained calm tone throughout.
X3 Partially Met Overall experience conf 89%
Agent asked for necessary serial number and model info but did not reduce effort by guiding customer through a simple wired test or offering remote diagnostics.
Call Transcript24 turns · 24 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 serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. If you're thank you for calling Linksys. This is I, Sarkhanaily. [silence] Thank you.
00:00
Speaker 1
it really the router. And they suggested I call you. Uh, will I find that? Where will I find that, on the router itself? Or on... Okay. Hang on a second. Okay, the router number. It's down in a cabinet here. Hey, hang on um, my God. I'll have to get a flashlight. Um... Let me tell you what I
01:00
Speaker 2
Okay. All right. Can you provide me with the serial number of your router? Yes. At the bottom of the router, there's a product label sticker on it and the serial number is indicated there. Yes.
01:00
Speaker 1
Okay. You wanted the serial number. You want the serial number? Okay. The serial number is 14Y21J07613174. You want me to give it to you again? Okay. It's one, four, y, two, one, j, zero, seven, six, one, three, one, seven, four. Hello?
02:00
Speaker 2
Yes, your voice fade out sometimes, Matt. Can you say again the serial number? Yes, because your voice fade out a while ago. Hello? Okay, your voice, your voice cuts off after you said to one J.
02:00
Speaker 1
Okay, hang on a minute let's let me start over 1 4 Y. 2 1 J. 0 7 - 6 1 3 1 7 4 is that better? okay okay okay okay my name is Debbie. D E B B I E. my last name is spelled P I E T. Z S C H. [silence]
03:00
Speaker 2
Yes it's louder and your voice did not get out. Thank you. Uh, say, I'll create a record for you ma'am. May I have your name? [silence] Right, so your Dem
03:00
Speaker 1
Peach. No, it's just peach like the fruit, how it's pronounced. Just peach, like a fruit. Uh-huh. Yes. That's me. It's the same spelling I just gave you, debypeach, at gmail.com. Gmail.com. My internet service provider is, uh, I don't know what which I don't know.
04:00
Speaker 2
that was Debbie beach. Debbie beach at right and you mentioned uh your internet service provider was uh Diane may be connect right again. She's Indian which is internet provider.
04:00
Speaker 1
I'm not computer savvy. It's a, I have a Mac computer. Prime, oh, oh, I'm sorry. I'm, okay. Spectrum. I'm sorry. Yes. Yes. Spectrum. Okay. I only have what? Yes. Yes.
05:00
Speaker 2
uh... the one you called. the one you called... your internet? [silence] thank you. alright. so your route or happens to be model EA6350... [silence] and you only have these one linked your client, right? you only have this uh... router EA6250. [silence]
05:00
Speaker 1
They said that for the last 7 days that my modem has never gone off but they couldn't tell me about the router.
06:00
Speaker 2
And what's the status of its light, L.E.D., on the front of the router? So it's showing a solid light? Yes. And [silence] and you said you call spectrum and they said the line is [silence] good. Mhm. All right. Uh, Debbie, uh, with regards to your router, it's showing here on our system that it's [silence] on
06:00
Speaker 1
Okay. So [silence] Yes. [silence] Yes.
07:00
Speaker 2
which means it's connected. Your router was not disconnected. So, if you cannot access your internet, it could really be a problem with your modem or hardware or your internet, uh, service providers, uh had an outage or an internet service interruption because our system shows you that your router is showing, uh, the status online. And you also mentioned that the light on your or router on the front of it is showing a solid, uh, light. Which indicates that your router is, uh, connected and online. So it only boils down to your internet service provider.
07:00
Speaker 1
Okay. Okay. Okay. Okay. [silence] Okay.
08:00
Speaker 2
Your internet connection and I would love to do some troubleshooting steps with your router to check if it's really an issue with your router. But apparently this router of yours, model EA 6350, already reached its end of support, which means this product is no longer supported, because it has reached its end of support. It's also already out of warranty. But, but I want to inform you, Debbie, that your router status here on our system is showing that it's online. So, it could not be the router's problem, because if your router is disconnected, it will show here or appear on our system.
08:00
Speaker 1
Okay. Okay, so I need to bring my laptop in here and connect it to the modem.
09:00
Speaker 2
them that the status of your router is offline but here it's showing that it's uh the status is online so I think since you've already called your spectrum and they said that your their connection is online then it could only be um mean that it's the modem itself your spectrum modem the hardware of your modem to verify that you can actually connect a computer a desktop computer directly to your spectrum modem so that you can verify if there's really an internet coming from that modem uh Yes, uh specifically a uh desktop computer because usually laptop don't have a port uh uh the same as your modem.
09:00
Speaker 1
Well I don't have a desktop. I don't I don't have a I have a laptop. I don't have a desktop computer. Okay, so it's not your equipment it's it's time it's Spectrum's equipment and I rent from Okay, I'll just have that I'll just have them replace it then. Okay. They said it was yours because ours has not been offline. Okay.
10:00
Speaker 2
it does not work without internet
10:00
Speaker 1
And it it well and my and my my I can turn on the TV everyday and it works fine. When my computer my internet goes out three and four times a day and it just check and then it'll come back on. Okay. Okay. All right. Well I'll uh that's all covered. Thank you. Bye.
11:00
Speaker 2
the connection in line is good? yes. mm-hmm. mm-hmm. so, uh, yeah. So I think it's just uh your modem maybe uh hardware issue. Your internet connection is fine. Uh it could be the hardware of your modem because your connection goes on and off. okay? alright. thank you for calling Linksys. yes. you're welcome.
11:00