V2 Rubric Detail — 22ebde0c-74cc-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 21:39
Duration
6m 37s
Contact
Diane Baumann
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135415
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall11.7% (-22.3)

V2 Grader Summary

The agent identified the router as out‑of‑warranty but provided no troubleshooting, offered only self‑service links and a paid option, and failed to resolve the customer's lack of internet. No diagnostic steps or tools were used, empathy and clear communication were missing, resulting in an unresolved outcome.

V1 Case Analysis

Customer has no internet after installing new EA7450 router with Spectrum modem. Agent misidentified model as EA7550, provided invalid support URL (support.s.u-p-p-o-r-t.linksys.LINKSYS.com), and offered $15 paid Connect service without any troubleshooting. No resolution confirmed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent misidentified the router model as EA7550 instead of EA7450 [03:00], which could lead to incorrect guidance.
  • Provided an invalid and hallucinated support URL: 'support.s.u-p-p-o-r-t.linksys.LINKSYS.com' [04:00], which is not a real Linksys domain.
  • No basic troubleshooting steps were performed (e.g., power-cycle, direct modem test, WAN status check).
  • Offered paid Connect service without attempting any free, standard diagnostic steps.
  • Failed to confirm customer name or email clearly, reducing follow-up reliability.
Positive Highlights
  • Collected the router serial number and model number from the customer early in the call [01:00].
  • Identified that the device is out of warranty using internal system lookup [03:00].
  • Offered to email the customer the support article, which shows intent to provide follow-up.
Agent Errors / Gaps
  • Incorrectly referenced the router model as EA7550 instead of EA7450 [03:00].
  • Provided an invalid support URL (support.s.u-p-p-o-r-t.linksys.LINKSYS.com) — correct URL is https://support.linksys.com.
  • Failed to follow standard diagnostic flow for no-internet issues: no power-cycle, no direct modem test, no router login to check WAN status.
  • Prematurely offered paid Connect service without performing any basic troubleshooting.
  • Did not verify physical setup (e.g., correct port usage, cable integrity).
  • Did not guide customer to access router interface at http://myrouter.local or http://192.168.1.1 to check internet status.
  • Did not mention checking modem status lights or rebooting modem, which are standard first steps per KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still has no internet; agent only provided website link and offered paid service, no resolution achieved.
R2 Not Met Diagnostic thoroughness conf 94%
Agent did not perform any troubleshooting steps (e.g., power‑cycle, WAN status check, direct modem test).
R3 Not Met Correct resolution path conf 93%
Agent identified the device as out‑of‑warranty but stopped at self‑service options without attempting best‑effort troubleshooting, contrary to OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only basic identification questions; no diagnostic sequence or root cause exploration was performed despite the customer reporting a new modem/router setup failure.
T2 Not Met Appropriate tools / resources used conf 95%
No tools or KB-driven diagnostics were used (e.g., no request to check router UI at 192.168.1.1 or perform a direct modem test as required by universal_isp_modem_diagnostics.md).
T3 Not Met No misinformation conf 95%
Agent provided a garbled, non-existent URL ('support.s.u-p-p-o-r-t.linksys.com') instead of the correct support.linksys.com or www.linksys.com/support. Additionally, the agent misidentified the model as EA7550 when the customer stated EA7450.
Communication
C1 Not Met Clear & professional language conf 91%
Agent never set clear expectations, did not guide the call flow, and left large gaps of silence.
C2 Not Met Confirmed understanding conf 90%
Communication was vague, the website URL was unintelligible, and the agent did not confirm the customer’s understanding.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stayed on the call and offered to email a KB article, but did not actively troubleshoot or take ownership of fixing the connectivity problem.
O2 Met Proactive follow-through conf 93%
Agent gave a concrete next step – sending an email with a knowledge‑base article and directing the customer to the support website.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted given the limited scope of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
Agent offered no empathy or apology for the customer's lack of internet; tone remained purely informational.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt to the customer's confusion; failed to check comprehension or adjust pacing.
X3 Not Met Overall experience conf 91%
Customer was asked to locate a manual, navigate a poorly‑spelled URL, and potentially pay for a Connect service – all adding unnecessary effort.
Call Transcript14 turns · 14 lines
Speaker 1
Welcome to - Hi, uh, we recently got a new router and modem. Um, the modem came from, um, [silence] Now, the question that we have here is, is this good? What do we mean by saying "What do we mean by saying, uh, when we're talking about which one's better?" Modern modem is, uh, the router has higher, uh, uh, you know, capabilities options. It has like, uh, daily light based on what one stops. What do we mean there by daily light? I would like to clarify what the day would be. [silence] Think about it.
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 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more, press Please have your device's 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. Thank you for calling Linksys. This is Ephy, how can I help you? [silence]
00:00
Speaker 1
Spectrum, but the, the router is from you. I don't know why, but we can't get our internet now. Maybe I did something wrong. Is there any way for you to help me out? [silence] They said that's set up correctly and it says it's online. Okay, the model number is EA7450. And then the serial number is 32Y10C6890926. Let me see how many there are.
01:00
Speaker 2
Okay. All right. So you got a new modem and router. So did you already set up the modem with spectrum? Like, uh, do you have active internet connection with the modem already? Okay. How does this go? Okay. So the modem is online. All right. Can I have the, uh, model number and the serial number of your linksys device, ma'am? Can you, does it say does it? Um, it says our our support option. But
01:00
Speaker 1
0 3 4 1 there's only two zeros.
02:00
Speaker 2
Right now all right so that's again 32 W for Yankee 1-0 for Charlie 689 00341. Correct. Okay, so you mentioned that you got this router from spectrum. So they provide you the uh they provide the LINKSYS router. Oh, okay. So the modem was, the modem was from them and you just, you just bought this LINKSYS. From where, ma'am.
02:00
Speaker 1
Amazon maybe no I don't I thought it was all good and I can't even find the manual I had with it which is driving me crazy cuz I know I saved the box. Uh-huh. Oh, shit.
03:00
Speaker 2
Do you still have the receipt? okay. Yeah, the reason we need to ask for the receipt, ma'am, is to validate the warranty. Yeah, just a set of expectation, ma'am, this router EA 7550 is uh it shows up on our system that the uh the serial number is already out of warranty. Okay. And for out of warranty devices, ma'am, yes, for out-of-warranty devices, it's no longer covered for free technical support. But we can give you options, two options for out-of-warranty devices. You can go to our website, which is support.
03:00
Speaker 1
uh I'm sorry what was that website Okay I'll try the website then um you don't have anything that would be like a visual as to how the back of the router should look as far as what's plugged in [silence]
04:00
Speaker 2
You will find articles on how to configure this. Dual band router. You can also take advantage of our AI tool at the bottom right of that website. And the second option is our paid Connect service. We can walk you with user through the process, but there's the fee for the service. And that would be $15. It's just a one-time fee and it will last for 60 minutes of troubleshooting. And the service is non-refundable by the way. So you can go for our website first. That would be support.s.u-p-p-o-r-t.linksys. L-I-N-K-S-Y-S.com. Yes. [silence] Thank you.
04:00
Speaker 1
[silence]
05:00
Speaker 2
You can also find that on our website now. So yes, any yes, yes. I think uh there are images or visuals um that will show you how to connect the modem to the router and it will give you step by step instruction. And I'm sorry, I wasn't able to get your name. And your last name, ma'am? [silence] All right. And what about your email address, ma'am? Um okay. All right, ma'am. Yes, so you may try that website first and I can also send you an email, if you want um for the uh
05:00
Speaker 1
Oh, that would be great if you could do that. Thank you so much. Okay. Okay. Thank you so much. Have a good day. Thank you. Bye bye. [silence]
06:00
Speaker 2
Okay. Yes. I do have your email here. So I'll just send you that email, that K-based article. All right, ma'am. So thank you so much for your time. Yes. This is just please wait for a email for my email. I'll send you I'll send the email after this call. Thank you for your time. Yes. This is happy from links. if you do have a great night, ma'am. Thank you again for calling. Bye-bye.
06:00