V2 Rubric Detail — 2ae7265a-6c13-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 19:15
Duration
10m 15s
Contact
Lynn Skofstad
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication3.75/5
Ownership2.50/5
EscalationN/A
Customer Exp1.43/5
Overall42.8% (-13.2)

V2 Grader Summary

The agent failed to achieve resolution by offering only surface-level troubleshooting while incorrectly treating the out-of-warranty status as a barrier to full support. Despite accurate technical facts and minimal customer effort reduction, the lack of diagnostic depth, tool usage, empathy, and proper OOW troubleshooting resulted in an unresolved case.

V1 Case Analysis

Customer reports Ethernet connection to TV not working on MR7350 router. Advised to test other LAN ports and use a different Ethernet cable; incorrect support URL provided (support.linksyst.com).

Troubleshooting Steps
  • Advised to test other LAN ports on the MR7350 router.
  • Suggested using a different Ethernet cable.
  • Recommended testing a wired connection with a computer if available.
Key Observations
  • Agent provided incorrect support URLs (support.linksyst.com instead of support.linksys.com).
  • Agent incorrectly suggested bypassing the router to test the modem, which contradicts KB guidance for isolating LAN issues.
  • No diagnostics were performed (e.g., checking LAN port LEDs, DHCP lease, or power-cycling the router).
  • Warranty status was confirmed, but no serial number was collected.
Positive Highlights
  • Correctly identified the router model (MR7350).
  • Instructed the customer to try other LAN ports and a different cable, which aligns with basic troubleshooting.
Agent Errors / Gaps
  • Provided incorrect support website URLs (support.linksyst.com).
  • Incorrectly suggested connecting the TV directly to the modem, bypassing the router, which is not advisable per KB.
  • Failed to perform basic diagnostics such as checking LAN port LEDs or DHCP lease status.
  • Repeated generic advice without confirming outcome.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; only suggested trying different ports or cables without verifying success or guiding to a confirmed fix.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested checking other Ethernet ports and using a different cable — relevant but basic steps; however, skipped key diagnostics like rebooting, checking IP assignment, or testing with another device.
R3 Not Met Correct resolution path conf 96%
Agent cited out-of-warranty status as a reason to limit support, stating 'we can't isolate the problem from the TV end' and directing only to self-service, violating OOW best-effort standard requiring active troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified two possible causes (cable or IP issue) and confirmed wireless devices work, showing some diagnostic logic, but failed to ask about LED status, IP configuration, or perform deeper analysis.
T2 Not Met Appropriate tools / resources used conf 93%
No use of tools such as router admin interface (http://192.168.1.1) to check DHCP clients, port status, or run a ping test; missed opportunity for remote diagnostics despite customer having only phone and TV.
T3 Met No misinformation conf 97%
Technical statements about warranty period, lack of special Ethernet configuration, and internet presence via wireless were accurate per KB and product specs.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control and gave sequential advice (try ports, then cable), but did not set expectations, manage transitions, or structure troubleshooting beyond repetition.
C2 Met Confirmed understanding conf 92%
Agent used plain language, addressed customer respectfully as 'ma’am', and avoided technical jargon, matching customer's communication level.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent did not transfer or abandon the case, showing ownership, but minimized effort after citing OOW status and did not commit to follow-up or verify resolution.
O2 Partially Met Proactive follow-through conf 87%
Agent provided next steps (try other ports, different cable, test with computer), but gave no timeline, ownership, or promise of further support.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within scope for L1 troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent failed to acknowledge customer’s frustration ('throws it all off', past difficulties), repeated attempts, or emotional state; remained transactional.
X2 Not Met Tone & rapport conf 91%
Agent repeated same suggestions without adapting to customer’s expressed anxiety about unplugging devices or checking comprehension.
X3 Met Overall experience conf 90%
Agent avoided asking for repeated information and gave simple, single-action steps (try another port, try another cable), minimizing immediate customer effort.
Call Transcript18 turns · 20 lines
Speaker 1
[silence] [music]
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 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, 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. Thank you for calling LinkSys. This is Epi. How can I help you?
00:00
Speaker 1
[silence] my ethernet's not working for some reason like. [silence] right, because I mean it worked fine yesterday, but I need it or I use it uh to watch TV. Um and so today, it says it's not connected and I checked the connections and they're fine. Well, yeah, it's plugged in and everything.
01:00
Speaker 2
[silence] Your internet is not working, ma'am. So you mean to say your wired connection? Mhm Mm. So that uh cable is connected from your [silence] link- is to your TV. It's hardwired to your TV. Okay, I just. Okay ma'am. So I just the phone.
01:00
Speaker 1
Yes. Yes. Um, I'm not sure what it is, but it's the same one. I haven't changed it. You know, I've been using it. I started in September of 2023.
02:00
Speaker 2
up up your record and um this is him and last name is s k o f s t a t Dyat. Your uh email address is L ns k o 5 6 at gmail.com correct. You have an M R 7 3 5 0. Is that right? You haven't changed it. Okay. And how long have you been using this device ma'am?
02:00
Speaker 1
I mean, the light's on and everything, the blue light. But for some reason, my TV won't start. The only one I have is my phone and it's working. And it says that the Wi-Fi is on. It's connected and everything. Oh.
03:00
Speaker 2
how about your uh wireless devices ma'am, are they working? okay so your phone is connected wirelessly, so definitely there's internet on your linksys router. ma'am uh if it's hard wired actually um there are uh two possibilities there, it could be the cable which is not working okay, or the device can cannot get a connection 'cause it can't get an ip address to the uh router. now um you, you have the same connection, right? Did you try to connect your TV to other ports at the back of your Linksys? for further isolation, you may try connecting it to to other ports because that MR7350 has I think um, yeah, four ports, four ethernet ports at the back. Yeah, so you may connect it to other ports and check whether your smart TV is able to go online. Okay? And ma'am, just to inform you, by the way, this router, MR7350 is already out of warranty. Okay? It only has one-year warranty from date of purchase. So, for out of warranty devices, you're no longer covered for free technical support. So we have two options, it's other
03:00
Speaker 1
Yeah, I have another cable. I could try
05:00
Speaker 2
You go for our website, which is support.linksys.com. OK, you do have... We do do have articles there related to your issue. So, with regard to your concern, this is just a cable connection, OK, physical connection. So, what I can advise you to do is to connect your smart TV, since it's hardwired, it's Ethernet connection. So, you may try connecting... you may try connecting your smart TV to other ports at the back of your Linksys. OK? That is one. And then, if it's still not going to work, if it's still not online, you may also try connecting a different Ethernet cable, another cable, ma'am. Yeah. Yeah. So, because there's no configuration for that, there are no special configuration.
05:00
Speaker 1
but once I unplug it then I I have a hard time figuring out how to get it going again. You know? No I'm talking about it just throws the whole thing off when you start unplugging things and plugging them back in. [silence]
06:00
Speaker 2
you need to go to the settings and connect to the network wirelessly.
06:00
Speaker 1
It throws it all off. yeah. and then you have to, oh, because I've been on the phone in the past, and they, it took, it took awhile to get it working again, you know, because it's like you have to reset. Oh, I see. Okay, I'll just try and do it, I guess then. [silence]
07:00
Speaker 2
you mean the Linksys router? Yeah, actually, you really don't have to you don't have to do a reset on your Linksys, even unplugging it from the power. All you have to do is just to connect the the cable that's uh that is where your um smart TV's plugged in, just plug it into other ports. No need to um un-uh power off the router or reset the router. Yes, ma'am. Okay. [end of transcription]
07:00
Speaker 1
Hmm mmm mmm mmm Mmm Mmm Mmm Okay, so that's all you can do for me. Okay, thank you. Yeah, I don't have a computer. Yeah, I just have my TV and my phone as all.
08:00
Speaker 2
So, again, um, yeah, you may try connecting it to other Ethernet ports because there are three available ports at the back and if that's not going to work, then you may try connecting a different cable. Yes, ma'am. I mean, that's really all that we can do. If, uh, if your smart TV's still not working, you may just for further isolation, if you have another computer which can be hardwired to your, um, router, you may connect a computer. Online. Okay. Um, yeah, so we can't we can't uh, isolate the problem from [silence] the TV end. [silence] [music] [silence] maybe, uh, [silence] there's, maybe there's no signal from the ISP. [silence] [silence] You can hardwire a computer [silence] instead of the smart TV. [silence] [silence] So, or you can also try connecting your, yeah, we actually know that there's internet on your Linksys, your phone is wirelessly connected to it, so, uh I would, um, actually, uh, I would, about to say, you can try connecting your smartTV to your modem, you can connect it with an ethernet cable, bypass the Linksys router, but, uh, that's not advisable cuz, um, the Linksys router has internet connection, it's just with the ethernet, so, probably with the, with a cable there or you may also try using a different port, that's what I can advise you to do, Miss Lynn.
08:00
Speaker 1
okay you too thank you bye bye
10:00
Speaker 2
Alright. Well, for more information, just please visit our site, support.linksyst.com. So, thank you again, Ms. Lynn, for calling Linksys. This is Ap, uhm, you do have a great day. Bye bye.
10:00