V2 Rubric Detail — 1e078ee4-6e5b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 16:55
Duration
15m 47s
Contact
Marc Marcolina
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134295
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall22.6% (-3.4)

V2 Grader Summary

The agent failed to troubleshoot or resolve the core issues, provided technically inaccurate information about EA6100 app support, and defaulted to a sales recommendation without diagnostic effort. Despite the device being out of warranty, no best-effort troubleshooting was attempted, resulting in an unresolved case with poor customer experience.

V1 Case Analysis

Customer reported EA6100 not found in app and blinking modem light. Agent incorrectly stated device is end-of-life and unsupported, provided no troubleshooting, and recommended purchasing a new router without verifying issue or support eligibility. No case created.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent incorrectly stated the EA6100 is end-of-life and not supported by the Linksys app — this is factually wrong per KB.
  • No troubleshooting was performed for a basic app connectivity or modem light issue.
  • Agent asked an irrelevant question about 'SoLink API' at [02:00], which confused the customer.
  • No case number was created, warranty status was not verified, and no escalation path was followed.
  • Agent prematurely recommended sales without attempting any technical resolution.
Positive Highlights
  • Agent collected model number, serial number, ISP, and customer name at the start of the call [01:00–02:00].
  • Agent maintained a polite tone and addressed the customer by name.
Agent Errors / Gaps
  • Incorrectly claimed the EA6100 is end-of-life and not supported by the Linksys app — contradicts KB: EA series routers are supported via Linksys Smart WiFi interface at http://192.168.1.1 or http://myrouter.local.
  • Failed to perform basic troubleshooting: no power cycle, no local web UI check, no firmware update verification.
  • Asked irrelevant question about 'SoLink API' at [02:00], which is not a Linksys product or service.
  • Did not verify warranty status or create a support case.
  • Recommended purchasing a new router without diagnosing the actual issue, turning a support call into a sales pitch without justification.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the app-finding issue or blinking modem light; only suggested purchasing a new router without attempting any fix.
R2 Not Met Diagnostic thoroughness conf 90%
No troubleshooting steps performed (e.g., reboot, check web UI, verify app settings); jumped straight to replacement recommendation.
R3 Partially Met Correct resolution path conf 85%
EA6100 is end-of-life, so recommending upgrade is reasonable, but agent failed to attempt basic OOW troubleshooting like power cycle or firmware check.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Identified symptoms (app can't find router, blinking modem light) and asked for model/ISP, but did not probe root cause or test connectivity.
T2 Not Met Appropriate tools / resources used conf 90%
Did not use local web interface (http://192.168.1.1) to verify router status or firmware — a simple, valid tool for this scenario.
T3 Not Met No misinformation conf 95%
Incorrectly claimed EA6100 is not supported by the Linksys app and has no firmware updates; EA6100 uses Linksys Smart WiFi and received updates until 2021.
Communication
C1 Not Met Clear & professional language conf 95%
No call framing, allowed long silences, failed to guide conversation; customer repeatedly redirected agent.
C2 Not Met Confirmed understanding conf 90%
Used formal, scripted tone; did not adapt to customer’s confusion or confirm understanding of technical terms.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Abdicated ownership by immediately suggesting new purchase instead of diagnosing or attempting resolution.
O2 Partially Met Proactive follow-through conf 80%
Provided next step (call back after purchase), but no timeline or actionable setup support offered during current call.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 85%
No escalation needed — issue was within L1 scope and could have been addressed with basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Polite and thanked customer, but did not acknowledge frustration with app or blinking light issue.
X2 Not Met Tone & rapport conf 90%
Maintained rigid, formal tone; customer showed confusion about model numbers and availability, but agent did not adjust.
X3 Not Met Overall experience conf 90%
Made customer search for routers independently; could have provided model links or clearer guidance.
Call Transcript27 turns · 29 lines
Speaker 2
Welcome to Lenxus 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.Lenxus.com. Please have your device's 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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available, depending on the issue. [silence] Hello, thank you for calling Lenxus tech no support. Mrs. Charm. How can I assist you today? [silence]
00:00
Speaker 1
Yes. My Linksys app cannot find my, uh, my router. My Linksys router, um, and it told me to call support. Yeah. Yeah, the model number of course is, um, is an EA, uh, EA, EA 6100. Uh, the serial number is, uh, 14X10607.
01:00
Speaker 2
Okey uh i see uh i to apologize to hear that one, but yeah, now we're, let me assist you with this concern. Um before we proceed, can you provide the model number and the serial number of your Linksys router? Got it. Then how about this trail number?
01:00
Speaker 1
800260. Spectrum. Yeah, Mark, Mark Line, okay. well, because. [silence]
02:00
Speaker 2
Got it. One moment here. And also, may I know who is your internet service provider? All right. Thank you so much for providing me all this information. And also, may I kindly provide your first and last name, so that I could address you properly. Thank you so much, Mark. One moment here. And may I know what's the reason why you want to access SoLink API? [silence]
02:00
Speaker 1
The reason is my internet signal from my modem is blinking. And they said that it should be solid. I don't know if it I don't know. No, I do have. Yes. Yeah. Uh-huh. And I'm thinking that maybe it it might be shortening the range. Maybe because like when you go outside of the house, it can't detect even though. [silence]
03:00
Speaker 2
All right. And also to confirm, And also to confirm, also, sir, so you don't have any internet connection right now. you do have internet connection. However, the light is blinking on your modem.
03:00
Speaker 1
We're very close to the house. I don't know. Should this have an internet blinking or no? [silence]
04:00
Speaker 2
Ah, I see. I'm guessing that it's supposed to be blinking one more time here. Um, okay. Make sense.
04:00
Speaker 1
[silence] okay. Um, okay. Um,
05:00
Speaker 2
All right, because based on the record here, sir, with this, the model number of the router that you have, it is already part of end-of-life and end-of-support device. It means that we don't provide technical support for this router anymore, and also no updated firmware. Maybe that's the reason why about the connectivity issue. Like, your internet is slow because your Spectrum modem keep on upgrading. However, this router don't have any firmware updates anymore. So, what I can highly suggest to you is for you to purchase a latest router, like a Wi-Fi 6 or 7 router, sir, or a mesh router. And also this router is not supported by the Linksys app. You cannot access the settings of this router.
05:00
Speaker 1
So, so it is malfunctioning then? Or no? [silence] Do you think it might like the range might be compromised as well? [silence] So the so the so is the range compromised or no? [silence] Will. Can you sell me a new one for a discount? [silence] Because I like Linksys.
06:00
Speaker 2
It's still functioning since you mentioned that it's still working, you have internet connection. However, the internet or the connectivity might sometimes go slow due to this router don't have any updated firmware. that might be compromised since it's already outdated. It's an old router already. Yes, it will compromise.
06:00
Speaker 1
I always had links, uh routers. I always had them. And, and, and, yeah, go ahead. Yeah, I was. And, um, I used to go in there on my previous laptop and I would adjust the router. Um, but uh, yeah, I can't seem to do that with this anymore. Uh, but uh, yeah, I was able to do them. Mm. Um. So what, what version are you, uh, [silence]
07:00
Speaker 2
Um, yeah, they. I- Thank you so much for that, sir. Okay. Yes, no worries. Yeah. Okay, we go. Uh, yes, sir. Thank you so much for your loyalty, Calling Sister. However, um, we don't sell routers over the phone and I don't have also the list of the router and also we could not provide. any discount. However, you can try to check on the Amazon website or try to check [silence] on your local store, there.
07:00
Speaker 1
Are you suggesting [silence] I okay. [silence] 1SM 6200. Okay. [silence] Okay. Larry Mary 1600. [silence] Larry Nancy. Okay. Okay. So you suggest.
08:00
Speaker 2
Uh, I can provide you some more nodded numbers. Do you have pen and paper handy so that I could write it to you? Okay. So the model numbers that I can provide are one is M X. 2,000. Just M X. 200. Mary. X-ray. 2,000. And the other one is L N 1600 Larry Nancy. [silence]
08:00
Speaker 1
just goes with the
09:00
Speaker 2
Yes, this is the latest models of linksys and it is Wi-Fi 7 and 6 already that can cope, can can cope to your spectrum modem. Um the other one sir is the MX 5300 5300
09:00
Speaker 1
yeah, for some reason, I can't find it. Okay. Yeah, Amazon doesn't seem to have it. Is there someone else that might have it? Amazon. Walmart. Walmart. Let me see. Well, okay, I can't seem to find them, but I'll I'll see what. So, So, is it, the fact that it is blinking, is, uh,
10:00
Speaker 2
Uh, uhm. Hmm. Let me double check what other uh devices that I could offer. Hmm. I I yes, you can try to check on Walmart processor in your local store. [silence]
10:00
Speaker 1
What is not is not functioning well with the spectrum modem. Do I have to see if I can link this um MX, the T3Hun. Oh I'm a. Oh wow. Oh boy. See in my mind. Okay. Link the MX. T200. Mm-hmm. So they, they, hmm. So you, so, yeah, this, hmm. It's hard to find these. So you gotta go with Wi-Fi nothing Sys MultiG microwave mesh Wi-Fi 6 router on Amazon microwave. What about the Linksys MultiG microwave mesh Wi-Fi 6 router? Because it's very difficult to find. You might, you might, you know, you can't find these other ones on Amazon, really. It's OK. It says it'll cover up to 2,000 square feet. OK. But it will connect to the Spectrum modem. It will connect. OK. And then, do can I download the, can I use the app with it? [silence]
11:00
Speaker 2
One moment. Let's check. Yes, sir, you can use that one also. Yes, it's okay. [silence] Spectrum ADB. [silence] Yes. I guess you can use the app, with this router. If you will purchase it.
13:00
Speaker 1
you recommend one for home? one it's about 2,200 sq ft. just one level. $2,000. yeah. or not? mm-hmm. okay. okay, very, very good. So that will um I think I will get that one. um okay. So you recommend I contact you to set it up? Okay.
14:00
Speaker 2
What's the size of your house? [silence] I see. [silence] But yes, it will cover [silence] this router will cover up to 2,000 ft [silence] square feet. [silence] [silence] [silence] So, once you have that one or you purchase that router, you can contact us back once you receive it so that we can assist you or walk you through and how to set it up. [silence]
14:00
Speaker 1
Walking through. Okay, so. Sounds good. Sounds good. I'm, I mean, it, um, do I, if, okay, gotcha. Thank you so much for your help. You've been very kind. Uh, no, no, no. Yeah, you too. Bye.
15:00
Speaker 2
yes, so that we can walk you through. you're welcome, sir. and also is there anything else that could assist you at other than this? all right, thank you so much for contacting link assister and have a good one. bye for now.
15:00