V2 Rubric Detail — 1756bc00-7c7f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 16:47
Duration
12m 52s
Contact
Tim ridpath
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#EOS00136717
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall7.5% (-48.5)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting for the E2500 router loss of internet, instead recommending replacement and offering a PDF guide. No diagnostic steps, tool usage, or ownership were demonstrated, and the call lacked empathy, clear guidance, or follow-up, resulting in an unresolved issue.

V1 Case Analysis

Customer reports no internet on E2500 (EOL) router; agent advised factory reset and manual configuration via Cisco Connect, offered to email PDF guide, recommended upgrade. No connectivity restored.

Troubleshooting Steps
  • Collected model (E2500) and serial number.
  • Confirmed router is end-of-life and unsupported.
  • Suggested factory reset (incorrectly identified reset button as blue).
  • Offered to email a PDF configuration guide for manual setup via Cisco Connect software.
  • Provided incorrect support URL ("linksys.com/. com/support").
  • Recommended upgrading to a supported router model.
Key Observations
  • Agent incorrectly identified the reset button as blue (should be red per E Series documentation).
  • Failed to guide customer through a proper power-cycle of both modem and router, a critical first step per KB.
  • Provided a malformed and incorrect support URL: 'linksys.com/. com/support'.
  • Did not verify customer's ability to access the router's web interface before suggesting a factory reset.
  • Did not confirm ISP connection type (PPPoE/DHCP) or modem status beyond vague mention of 'Shentel'.
  • Used filler language ('50-50 chance') without clear technical guidance.
Positive Highlights
  • Correctly identified the E2500 as end-of-life and appropriately advised the customer to consider upgrading.
  • Collected essential device information (model, serial) and customer contact details.
  • Offered to email a PDF configuration guide, providing a self-help path for manual setup.
Agent Errors / Gaps
  • Incorrectly identified the reset button location (blue instead of red), contradicting E Series hardware documentation.
  • Failed to instruct customer to power-cycle both modem and router, a required first step per universal_escalation_guide.md.
  • Provided an incorrect and malformed support URL ('linksys.com/. com/support'), which is not a valid Linksys domain.
  • Did not confirm customer's ability to log into the router UI before suggesting a factory reset, risking loss of configuration without recovery path.
  • Did not ask for or verify ISP connection type (e.g., PPPoE) or credentials, which is essential for manual reconfiguration.
  • Used vague and non-technical language ('50-50 chance') without actionable guidance, reducing customer confidence.
  • Misidentified the customer as 'Tim' multiple times despite being told the name is Kim.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent recommended buying a new router without confirming internet restoration or performing troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
No power-cycle, cable check, or router-admin steps performed; agent jumped straight to replacement.
R3 Not Met Correct resolution path conf 95%
Agent selected 'upgrade your router' as sole path despite issue being loss of connectivity that could be troubleshooted; no best-effort OOW attempt made.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask about LED status, WAN/LAN connections, or whether modem works; only asked ISP name.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, admin UI, speed test) used; agent relied solely on customer description.
T3 Partially Met No misinformation conf 90%
Correctly identified E2500 as end-of-life and reset button as paperclip-type, but gave vague/unclear statement about 'Cisco Connect Software is already face out'.
Communication
C1 Not Met Clear & professional language conf 95%
Long silences, no clear agenda, and agent never framed the call or guided conversation toward a solution.
C2 Not Met Confirmed understanding conf 93%
Agent used technical jargon ('Cisco Connect Software', 'EOL') without checking customer understanding or simplifying language.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent handed customer a PDF and suggested buying a new router, showing no ownership of fixing the current problem.
O2 Partially Met Proactive follow-through conf 90%
Agent promised to email a PDF after the call but gave no specific timeline or follow-up confirmation.
O3 Not Applicable Closure confirmation conf 100%
This is the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent never acknowledged customer's frustration or repeated empathy statements; tone remained flat.
X2 Not Met Tone & rapport conf 92%
Agent did not adjust pace or style to customer's repeated requests and confusion.
X3 Not Met Overall experience conf 95%
Customer repeated serial/model numbers and contact info many times; agent did not consolidate or reduce repetition.
Call Transcript26 turns · 26 lines
Speaker 1
First time calling. First name's Kim, K-I-M, last name Rydpeth, R-I-D-P-A-T-H. [silence] First time calling. First name Kim. Hey, I'm Rydpeth.
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. My name is Paolo Badjety 11039. Is this your first time calling or do you have a ticket number? I see and before we get started, allow me to create a ticket. Can I have your first name? And your last name? Uh, Ou. I missed this one. Uh, R I D, and your serial number, please.
00:00
Speaker 1
[KEEP_UNCERTAIN] p as in Paul, A, T, H, P, S, yeah, yeah, sorry, it's 7034723005 yes yes, um, can I put in it? I don't know if you would need to, my husband's number might be on the, um, record I'm not sure, can I give that number? I don't know, okay yeah, it's 540- um, 818 [silence]
01:00
Speaker 2
I know. We'll, what was the next letter? Oh, T-H, okay. Got it. Thank you for the information. And can I have your phone number? That seven-zero-three-four-seven-two-three-one-zero-five. Well should you call us back in the future, you can use this phone number as a means for us to pull up your record. And also, can I have your email address? Uh, yes. I'll search that one later on. Can I have it? [silence] Or rather cancel it, please? Yes. Thank you. Have a great one.
01:00
Speaker 1
9 0 4 0. yes 100 yeah if a list does it need to be one that would be on an account or just an email address okay it's KS S Walter's W-A-L-T-E-R-S 24 at Gmail mm-hmm right yeah no just W-A-L-T-E-R-S-24 at Gmail yep okay yeah
02:00
Speaker 2
That's going to be five four zero eight one eight nine zero four zero. And uh, can I have your uh, email address? Uh, just any uh, email address. [silence] Let me verify. It's K for King S for Sam W-A-L-T-E-R-S. [silence] Walters with no uh, apostrophe S, right? Twenty-four. Got it. And Tim, uh, email.
02:00
Speaker 1
sure. Is the model number, um, I was trying to put it in online. Is it the one on the front, the E2500? Or the, okay. Um, yep. It's, um, 10A, as in Apple, 30C, as in cat, 68520431. Yes, correct. Um, uh, Chantel.
03:00
Speaker 2
That's the one. And... and... the serial number as well. It's at the bottom. That's gonna be 10A30C for Charlie, 68520431. Last question. May I know who is the internet service provider? Chantel. And while the
03:00
Speaker 1
Well, we just lost internet since this morning. I don't know when it went out, but we just haven't been able to reconnect. We called Changell and they can see um that the router or I always get I always get the router and the um, modem mixed up. The Lynk is it's the router or the modem. Right. So our modem um has been. That's there they see that online and connected, but they're thinking that it's something with the connection between the router and the modem. Um so they recommended um that I call you all just to see if it's if it can be rebooted or something on your end and we're not sure they can't figure out why because there's no other um um way to you know get online and check it. I tried to do the ethernet um to plug in
04:00
Speaker 2
system is validating the Intel term and status of the devices. I'm here and he'll people today, Tim, the router is the links.
04:00
Speaker 1
into our laptop, but we, we don't I there's no way for me to plug in the Ethernet to the computers that we have here. So they couldn't look into the system. So we're just trying to get back on the internet, back online. It's E N T E R. Uh yes. Uh no, no, I didn't do that. I just unplugged it. Um, I don't see a red, I see a blue. Yeah. Yeah, unless
05:00
Speaker 2
i see i see all right now prior to calling uh shante how do you uh spell the Internet service provider uh shante okay prior to calling uh shante they the ones providing you the uh modem and it's the source of the Internet did you somehow um reset the link sys router there there's a red button at the back okay a blue uh let me take the photo of the e2500 if you're telling me it's a blue that's a um uh that's a um double [silence]
05:00
Speaker 1
I guess I don't know the blue it's above um like uh two arrows that are making kind of circle Okay Yep. Okay. Is it there's like a rubber piece maybe it's covering it. I don't I don't know if that oh I see. I have to get a uh I have to get like a um screwdriver or something because it looks like it's um let me try and Yeah let me Oh okay.
06:00
Speaker 2
I see the WPS button. The reset button for this particular router is underneath underneath there, there it is to the close to where you found the the serial number earlier. It's kind of hidden, but you did not remember. Oh, yeah, okay. You did that. Three set that. All right. See that now. Okay. Now, um, haha, a paperclip or something that you can push. Okay. You're not going to reset that one, by the way. I'm just asking that because um, all right. Now, the links is router. At the back of it, there's the ports.
06:00
Speaker 1
Yes. Correct, correct, yes. Just one, just one. It's going to one. Right, then the cable and then the power. Right, right.
07:00
Speaker 2
[silence] [silence] packs and among the five there's one that is separated among the four and it has a yellow indicator yellow line um is there an ethernet cable right there? Okay. And of course if you trace the other end of that cable it goes to the Shintel modem. And the Shintel modem has how many ethernet port? One, two or four? Just one. Okay. Okay. Now uh the the good news uh Tim is that you did not reset the Linxis router probably the configuration is there. Okay. So um when I say configuration like the WiFi name and password um probably it's there. But [silence]
07:00
Speaker 1
Okay. Yeah. Okay.
08:00
Speaker 2
Um, uh, to synchronize this back, uh, to your modem, okay? Uh, we need to know the IP address of the chine, of the shant, of the Shentel modem, so that we will know what configuration to be used. So you only power cycle this one, okay? Power cycle meaning unplugging and replugging the power cord. But if it didn't work that way, okay, what you need is a reconfiguration. Okay? So, uh, basically that is to totally reset the router, pushing that button, you erase everything and start over. Um, we can, um, put back the wifi name and the password and all, but, um, Tim, I'd like to inform you, okay, cuz, uh, this particular model, E2500, um, is part of the EOL. It's, uh, end of life, which Linksys, it's not anymore manufacturing this. And aside from that, um,
08:00
Speaker 1
Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Right. So, so you're saying because it's an old one, that's we're, that might be why we're having issues. Okay. Okay. Okay. Okay.
09:00
Speaker 2
Um, it's not, um, um, it's uh we don't support this router anymore. Okay? Because if you did the power cycle and then it didn't fix it, and then you have a confirmation uh from Chantal that the connection is fine, um, somehow there the firmer's kinda uh it has to, um, recapture the signal coming from the modem. Now, even if, uh, we allow you to troubleshoot, reset that one back to its default settings, um, you may get the same problem in the future, okay? Uh our suggestion, yeah. Yes, ma'am. Mhm. Uh, my, um, our suggestion for this is uh, uh, upgrade your router. Uh, buy a new one, ma'am. Mhm. All right. Okay. So
09:00
Speaker 1
So, what I need to, the only thing I need to do now is just um, push that red button that you were talking about? Okay. Mhm. Right, right. Right. Okay. Um, might as, yeah, might as well, just to see if we want to do that, um,
10:00
Speaker 2
Yeah. Is there anything else, on? If you're gonna go to that route, it it will reset the router. However, you need to configure this. Okay? If you wanna try it out, that's fine. However, the uh, software for this particular router is called Cisco Connect Software. Is already face out. Now um, I can, I can take a look of the, um, PDF. I can send this to your email. If you wanna go to that route, which is you will configure this manually, uh, without the Cisco software. Would you like me to send it right after this call?
10:00
Speaker 1
As a, Is that would that be the would that be the quickest though to do it? So it may connect, but then you said it may go out again because of it being old, but would it you think you would fix it today at least. And then we can eventually get a new one or like, don't know if it would. Okay. Right. right. And then it might have an issue again. Okay. Because yeah, I mean, Chantel said there wasn't any no any there haven't been any outages and no other issues in our area. So that's why it's got to be something with the connection between our just our modem and router. Mhm.
11:00
Speaker 2
[KEEP_UNCERTAIN] Okay. All right. But our recommendation is. Yes. it would be a 50-50 chance. Yes. it it can be configured today, but there will be outage again from Chantel or loss of power. And then it might um. Okay. If they have confirmed, if they confirm there's no outage in their area. So that's a clear indication. something to do with the firmware. So it poses it.
11:00
Speaker 1
So it's, right. Okay, okay. Okay. Okay. So do I um click that red button before I configure? Okay. Right, right. And then and then I'll go to the directions you're going to send me and then I configure it that way. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. That's fine. Okay, all right, perfect. Thank you so much. I appreciate the help. Okay. Mhm. Okay, thank you, you too.
12:00
Speaker 2
it on its own, but you can give it a shot, okay? So... to configure it. Yes, you have to. The standard... Yes. Yes. And... yeah, I'll be sending that right after this call. Just give me... maybe 10 to 15 minutes, to find that... find that... article... that article, but... PDF. You're most... you're most welcome, Tim. And to know more about the Linksys product, you can visit linksys.com/. com/support. You have a wonderful day. Take care now. Bye.
12:00