V2 Rubric Detail — 2326810c-74bc-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 19:44
Duration
5m 21s
Contact
Geraldine Blakley
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135391
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall48.1% (-7.9)

V2 Grader Summary

The agent correctly identified the expired warranty and provided technically accurate reset/re‑setup instructions, but failed to verify resolution or conduct meaningful troubleshooting. While ownership was taken and the appropriate out‑of‑warranty path was followed, the lack of empathy, clear timelines, effort reduction, and confirmation of success left the issue unresolved.

V1 Case Analysis

Customer reported no internet on E7350 router; warranty expired. Advised to connect to default Wi-Fi (linksys 0274) and reconfigure via http://192.168.1.1. Email with instructions sent. Follow-up required.

Troubleshooting Steps
  • Collected serial number and model; confirmed warranty expired.
  • Instructed customer to connect to default Wi-Fi SSID (linksys 0274) and access router setup page via browser at http://192.168.1.1.
  • Offered to send email with reconfiguration instructions.
Key Observations
  • Agent did not verify the router’s LED status or modem connection before recommending reconfiguration, missing critical diagnostic steps.
  • The default Wi-Fi SSID 'linksys 0274' was communicated clearly in spoken form ('linksys zero two seven four'), though the transcript shows an ASR artifact ('Lin#!@00274').
  • No attempt was made to confirm whether the router had internet at the WAN level or whether the modem was functioning.
  • Call ended without confirming the customer understood the steps or whether they resolved the issue.
Positive Highlights
  • Accurately collected and verified the serial number and model (E7350) from the customer.
  • Correctly identified and communicated that the warranty had expired based on purchase year (2023) and one-year coverage, setting appropriate support expectations.
  • Provided technically accurate guidance: connecting to the default SSID and accessing http://192.168.1.1 for setup is valid for E Series routers per the KB (adjacent_connecting_devices.md).
  • Offered to send an email with detailed instructions, supporting self-help for an out-of-warranty customer.
Agent Errors / Gaps
  • Failed to verify the router’s LED status or modem connectivity before advising a full reconfiguration, skipping basic isolation steps.
  • Did not confirm if the issue was with Wi-Fi or WAN — missed opportunity to check if other devices had internet.
  • Did not validate that the suggested fix resolved the issue before closing the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed internet was restored; only gave setup instructions and ended the call.
R2 Not Met Diagnostic thoroughness conf 90%
Agent skipped essential troubleshooting: no power cycle of modem/router, no check of ISP status, no verification of physical connections or WAN link — jumped straight to factory reset instructions.
R3 Met Correct resolution path conf 90%
Agent correctly identified warranty had expired and offered self-help via email rather than an inappropriate RMA.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified model and LED symptom, but did not ask detailed diagnostic questions (e.g., modem status, other devices, ISP outage).
T2 Met Appropriate tools / resources used conf 90%
No additional tools were required for the suggested reset/re‑setup; the agent used the appropriate approach for the scenario.
T3 Met No misinformation conf 95%
Instructions to connect to default SSID, use sticker password, and access local UI are factually correct per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent guided the call with steps but did not set clear expectations or summarize next actions before ending.
C2 Partially Met Confirmed understanding conf 85%
Language was simple, but the agent did not confirm the customer's understanding or adjust tone to the customer's confusion.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, did not transfer, and offered to send an email with instructions.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next‑step instructions but no timeline or follow‑up commitment was provided.
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 warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent offered no empathy or acknowledgment of the customer's frustration; tone remained purely procedural.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt language or pacing to the customer's apparent confusion; no engagement checks were made.
X3 Not Met Overall experience conf 90%
Customer was asked to perform multiple manual steps without any remote assistance, increasing effort.
Call Transcript12 turns · 12 lines
Speaker 1
welcome welcome. My link-see is not working for the internet. Yeah. Yes. [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 www.register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty, 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] Thank you for calling Linksys. This is May. How can I help you? [silence] Okay. Am I talking to Geraldine? Okay. And the device that you're calling [silence]
00:00
Speaker 1
The serial number? Okay. Three, seven A, one, zero M, two six D, zero, zero two seven four. Correct. Hmm. E73, seven, three five zero. Okay. No, I had I plugged everything back in. I got the information.
01:00
Speaker 2
for what's the model number? uh yes serial number will do. Console number. okay so what I have here just to verify um it's three seven oh, I mean three seven alpha one zero mary two six David zero zero two seven four is that correct okay the model number that I can see here from my end is E uh E seven three five zero. E seven three five zero yeah. E seven three five zero can you see that model number on your end okay that's fine
01:00
Speaker 1
No, no idea. I don't remember.
02:00
Speaker 2
Correct. So, yep. This has one-year warranty, ma'am. Uh, can you still remember? When did you purchase this router? Yeah. As our system shows here, it was the year 2023. So, if you purchase it on that year since it has one-year warranty, it only means that uh the warranty uh already expired this year 2024. I can still help you with your concerns. It's just that it's gonna be via email. That email contains um an instruction, which you can follow to like recover the internet. But let me just help you just basic troubleshooting, ma'am. You will not gonna be charged for this. The light indicator of your router here, is it blinking orange for the internet led? And steady blue light for the Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
02:00
Speaker 1
Right. Yes. Yeah. That's the name, Lindsay. Right, I got that all written down. Okay. It won't, okay. Fire. [silence]
03:00
Speaker 2
Can you see that? Okay. So could be that your router was reset and it needs to be set up again in order for it to work. Now, check on your phone if there's a Wi-Fi name, linksys 0274. So check your Wi-Fi list. Connect to that Wi-Fi. The password is on the sticker underneath your router. Okay. So once you are connected to that Wi-Fi, no internet. Just open a browser. It can be Google, Firefox, any browser will do. If you have it. Even though there's no internet, that's fine. The link I will gonna give you doesn't need to have, I mean, it's accessible with or without internet.
03:00
Speaker 1
Okay, so all I do is go in and put my name, my Wi-Fi name and all that in and it'll reset. Okay. Okay. Okay. Yes. Okay, can I do that and then call you back? I mean, I'm slow. I'm not, I don't use my. Okay. Yep, that's me. Yep.
04:00
Speaker 2
No. you need to connect your phone first by going into the settings and then Wi-Fi. Select from the Wi-Fi list Lin#!@00274. Uh, is that spectrum your internet provider? Okay. Um, yeah, I'll send you email as well for you to uh, just follow the instruction given there. Is this still your active email? [inaudible] it's going to be G and then uh, your complete last name@tempbairo.com. Is this still the active one? Okay. So yeah, I'll send you email instead for you to.
04:00
Speaker 1
Okay. All right. Okay, thank you very much. Bye bye.
05:00
Speaker 2
need to like clearly see the instructions. Okay? you can call us if very big. Bye for now. You're welcome. Bye bye. Bye bye.
05:00