V2 Rubric Detail — 285901a0-69c1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 20:22
Duration
5m 30s
Contact
Austine Webb
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00133660
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot access the web ui
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided troubleshooting by immediately redirecting to email and paid support without attempting resolution, despite the issue being within scope for basic guidance.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to provide any meaningful troubleshooting or resolution for the customer's router setup issue. Contradictory warranty statements, technically inaccurate information about app deprecation, and evasion of direct support in favor of paid options demonstrate a complete breakdown in service. No diagnostic process was followed, and customer effort was increased unnecessarily.

V1 Case Analysis

Customer unable to set up EA8300 as secondary access point; agent offered email instructions or $15 paid support, gave contradictory warranty info, no troubleshooting performed.

Troubleshooting Steps
  • Requested serial number and model number
  • Asked about warranty status
  • Asked for email address
Key Observations
  • Agent gave contradictory statements about warranty coverage (initially 'still under warranty', then later implied out of warranty by restricting support to email or paid service).
  • No technical troubleshooting was performed (no power-cycle, local login guidance, or firmware check).
  • Agent correctly stated that the Linksys app is no longer supported for legacy routers (consistent with KB guidance), but failed to provide the required local access URL (http://192.168.1.1 or http://myrouter.local), a KB-mandated step.
  • Agent failed to collect complete contact information (address, phone number).
  • Call ended with only an email offer and paid-support upsell, without confirming the customer's ability to proceed independently.
Positive Highlights
  • Agent correctly asked for and recorded the router model (EA8300) and serial number (21P10B66700254).
  • Agent acknowledged the Linksys app limitation and correctly advised that local login is required for legacy routers (consistent with KB guidance).
  • Agent offered to send written instructions via email, which is a valid self-help path for out-of-warranty devices.
Agent Errors / Gaps
  • Contradictory warranty information (both 'still under warranty' and 'out of warranty' implications).
  • Failed to follow standard troubleshooting flow for router setup (no power-cycle, local login, or reset guidance).
  • Did not verify customer's ability to access router locally via http://192.168.1.1 or http://myrouter.local (per KB guidance).
  • Did not collect full contact details (address, phone number).
  • Provided policy that limited assistance to email only without confirming eligibility for free support or attempting basic triage.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered no resolution path—no troubleshooting, RMA, or escalation; only promised to email instructions without confirming if they would resolve the issue.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken (e.g., verify power, local access, IP address); agent skipped basic checks and jumped to warranty/email discussion.
R3 Not Met Correct resolution path conf 96%
Contradictory guidance: claimed router was under warranty then immediately said out of warranty and pushed paid support; failed to verify status or offer correct path.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No symptom identification or root cause analysis; did not ask about connectivity, LED status, or access method—only made assumptions.
T2 Not Met Appropriate tools / resources used conf 95%
No use of KB, remote tools, or internal systems to confirm router status, firmware, or setup steps; relied solely on verbal exchange.
T3 Not Met No misinformation conf 97%
Incorrect claim that 'all routers' can no longer use the Linksys app; EA8300 still supports local web access via http://192.168.1.1 or http://myrouter.local.
Communication
C1 Not Met Clear & professional language conf 94%
No framing of process; abrupt shift to email/purchase options without managing expectations or transitions.
C2 Not Met Confirmed understanding conf 93%
Used technical terms like 'cloud access' without explanation; failed to confirm understanding or adapt to customer's setup confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abdicated ownership by immediately deferring to email and paid support instead of guiding through setup or replacement.
O2 Partially Met Proactive follow-through conf 89%
Promised to send instructions via email but gave no timeline ('five minutes max' is vague) and no confirmation of follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted at this stage—issue was basic setup, resolvable at L1 with proper steps.
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 95%
No acknowledgment of customer effort or frustration; interaction was transactional and dismissive.
X2 Not Met Tone & rapport conf 94%
Tone remained rigid and scripted; did not adjust pace or style despite customer’s repeated attempts to clarify their setup goal.
X3 Not Met Overall experience conf 96%
Forced customer to spell email twice; provided no immediate help, increasing effort instead of reducing it.
Call Transcript11 turns · 11 lines
Speaker 2
Welcome to Linx. To ensure quality service, your call may be monitored. For a network products, our support team is available to help with performance and hardware issues. please visit Lexit.com. Please, device serial number ready. For assistance, please press one now. For out of a network products, paid support may be available, depending on your issue. To hear more about your service options, please press two. [silence] Please select the following options. For on warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, please press one now. For out of a network products. Please have your device's serial number and contact information ready. If unable, kindly call back later. For out of warranty products, paid support options which you can purchase when service is required. The conversation starts here.
00:00
Speaker 1
Yes, uh, I'm trying to set up a Link sys router that I forget when I actually received it, but the issue is I'm having trouble getting on, like, the app to, like, check connectivity and do all the things in terms of setup. Okay. How would, how would I do that? Sorry?
01:00
Speaker 2
option may be available depending on the issue. Thank you for calling Linksys, this is May, how can I help you? Okay. By the way, to all our routers, Linksys app is no longer working. You can only log in via router password, but when it comes to account, uhm, cloud access or remote access, it will no longer work. You need to log in locally to see the settings of your router. And what's the serial number? I don't know. Yeah, I can walk you through how to
01:00
Speaker 1
21 P as in Parrot, one zero B as in Charlie, 66 70 0 2 5 4 [silence] [silence] [silence] Okay. [silence] [silence] [silence] [silence] It's E A EA 8300 [silence]
02:00
Speaker 2
Okay. Also, our system cannot see this router anymore. What's the model number? Can you see the model number? It's still on the sticker underneath. That's right. It's part of our legacy router though. It's still under warranty. So, you can have it replaced for free. May I know your name and address, please?
02:00
Speaker 1
Most likely, yes. It's been sitting in my basement, and then I just got a new Spectrum internet system, and where I had to put it, it doesn't really get the greatest wi-fi signal across the entire house. I was trying to use this other router that I had as, like, a secondary device to help like ping the wi-fi across the signal. But I can't log into it to get all the information I need of course to like set it up so it connects to the original -- to the new router, so.
03:00
Speaker 2
Do you have this router longer than a year?
03:00
Speaker 1
Okay. Okay. Uh, email's fine, AWE, b, B, 13 at yahoo.com. Alpha, whisky, echo, bravo, bravo, 13 at yahoo.
04:00
Speaker 2
And for this one if you're trying to access it setup page I can send instruction to you via email unfortunately since it's out of warranty I cannot assist you via phone or chat only email I can send instruction via email we also have other option paid connect but that will cost you $15 if you want me to assist you right now if you will not proceed with that then I can send you email instead. [silence] What's your active email address? Oh pardon it's alpha whiskey what comes after that? [silence] But yeah how that sounds. Okay. What's your first domain and last name?
04:00
Speaker 1
my name is Austin nine two Webs, Spectrum.=T.C
05:00
Speaker 2
Okay. And who's your Internet service provider? Okay. I will just- I'm gonna create a record here or an account for you and just wait for five minutes max, I'll send it to your email address. Okay? You're welcome. Thank you again for calling. You take care. Bye for now.
05:00