V2 Rubric Detail — 2b9c8c84-7ae6-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 16:00
Duration
7m 31s
Contact
Robert Jackson
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#EOS00136368
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support E5400

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp4.29/5
Overall42.0% (-14.0)

V2 Grader Summary

The agent correctly identified the E5400 as end-of-life and out of warranty (T3 Met), but failed to perform any diagnostic questioning (T1 Not Met) or provide best-effort troubleshooting (T2 Not Met) for a basic reset request. By relying solely on a generic email without attempting a factory reset or login guide, the agent failed to achieve a resolution.

V1 Case Analysis

Customer reported E5400 router failure post-power storm; unable to access UI or reset password. Agent confirmed device is out of warranty and end-of-life, sent generic home-networking guide. No troubleshooting performed. Email address confirmed incorrectly.

Troubleshooting Steps
  • Collected model number (E5400) at [01:00]
  • Collected serial number (30N10M2AA03633) at [02:00]
  • Collected customer name and email at [03:00]–[04:00]
Key Observations
  • Agent did not perform any basic troubleshooting (e.g., power cycle, factory reset, or access router UI) before declaring the device unsupported.
  • Agent provided an incorrect email address when confirming the guide was sent, stating 'Robj.11646.com' instead of Robj63@gmail.com at [07:00].
  • Agent mispronounced 'Linksys' as 'linkster' multiple times, which could cause confusion, especially for a customer unfamiliar with the brand.
  • No verification of warranty status via system was mentioned; agent stated end-of-support dates without citing a lookup.
  • Agent failed to offer even basic self-help steps (e.g., power cycle, factory reset, access http://192.168.1.1) that could have resolved the issue regardless of warranty status.
Positive Highlights
  • Collected model number, serial number, name, and email as required.
  • Clearly communicated that the E5400 is out of warranty and end-of-life.
  • Offered to send a self-service guide to the customer, which aligns with out-of-warranty support policy.
Agent Errors / Gaps
  • No basic troubleshooting performed (e.g., power cycle, factory reset, or access router UI at http://192.168.1.1).
  • Provided incorrect email address when confirming guide delivery: 'Robj.11646.com' instead of Robj63@gmail.com.
  • Repeatedly mispronounced 'Linksys' as 'linkster', increasing risk of customer confusion.
  • Did not verify warranty status via system before stating out-of-warranty and end-of-support status.
  • Failed to offer any actionable self-help steps despite the customer's clear need to regain access to the router.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent sent a self-service email but did not resolve the customer's core request to reset the router or regain access; no functional outcome achieved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., power cycle, factory reset, checking LED status) were performed or even suggested despite the issue being setup/access related.
R3 Not Met Correct resolution path conf 95%
While the E5400 is OOW and end-of-life, the agent failed to provide best-effort troubleshooting (e.g., factory reset instructions, login guidance) as required by policy for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No diagnostic questions were asked about symptoms (e.g., LED color, ability to access admin page, prior changes); agent jumped straight to warranty status without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 94%
No tools or KB-backed procedures (like factory reset or admin login) were used, despite the issue being resolvable via documented self-help steps.
T3 Met No misinformation conf 99%
Agent correctly identified the E5400 as end-of-life and out of warranty, which is consistent with the Legacy/End-of-Life product guidance in the KB.
Communication
C1 Partially Met Clear & professional language conf 91%
Call was kept moving and agent maintained control, but no expectations were set about limitations of support for EOL devices at the start.
C2 Met Confirmed understanding conf 95%
Agent used simple language, confirmed understanding, and adapted to customer’s pace (e.g., repeating serial number), showing appropriate communication style.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent created a case and sent an email, but abandoned troubleshooting early without attempting any resolution path, reducing ownership.
O2 Met Proactive follow-through conf 97%
Agent clearly stated the email would be sent immediately after record creation, setting a specific and realistic next step.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within scope of L1 but dismissed due to EOL status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent expressed empathy (“I’m sorry to hear about that, sir”) and remained polite and professional throughout the interaction.
X2 Met Tone & rapport conf 93%
Agent matched the customer’s tone, remained calm during pauses, and repeated information clearly when needed.
X3 Partially Met Overall experience conf 89%
Agent avoided re-asking known info but increased customer effort by not providing immediate help (e.g., reset steps) and instead deferring to a generic email.
Call Transcript14 turns · 15 lines
Speaker 1
How you doing? Um, we had a power storm go through here last night and I've talked to the spectrum and everything seems to be fine. It seems to be the um, the linksys um router here and I can't, I had a spot where it said put in the code. I didn't have the right code and then it left out and it just says lynx is 036.
00:00
Speaker 2
Welcome to Linksys 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 serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling Linksys, this is Iza. How can I help you?
00:00
Speaker 1
3 3. I just need to know how to get it reset or restarted so that the the links is I could if I could change the password or whatever or figure it out. I can't even get back. It had a spot where I could put the the name in but it wasn't I didn't have the right cord or whatever and now it's just saying disconnect and help. Uh um you want the model number? Okay, the model number model number is E5400. And in. Ah
01:00
Speaker 2
I see. I'm sorry to hear about that, sir, but uh, let's have the serial number first of your links is rather yeah the model number and preferably the serial number of your links is proper. Just check at the bottom.
01:00
Speaker 1
[silence] Wi name. Which I don't know if that was Venice's Wi password. Okay, serial number. I got it. I see it. Okay. It's hard to read. I'm old and it's hard to see. Um, do you want the let you want everything or just the um, after the uh, all right, it says S/N serial number, I guess. And then it's three zero N is in Nancy. 1 0 M is in mom. T two A is in Apple. Another A is in Apple. 0 3 6 3 3. [ silence ] Come here. Come here.
02:00
Speaker 2
QEL number. [silence] Is it below on the product label? That's right. Serial number.
02:00
Speaker 1
yard. Yeah that is correct yes. Um uh Robert Jackson. Um I got a couple. Um Did you have one on file for me or did he. I guess yeah.
03:00
Speaker 2
Number is 30 N for Nancy, 10 N for Mike, 2 AA for Apple, 0 36 and then 33. Is that correct? All right. I'll create for sure record for you, sir. May I have your name? Robert Jackson. May I have your email too? The one that's working. The one that's active. Let me check if we have it. Oh, we don't have it on the system. Uhm, this is your first time calling, LinkSys.
03:00
Speaker 1
All right. All right, so you want, I'll just give you an email or what? Okay. It's Rob, as in Rob. Small letters. Jackson, as in Jackson, 1163@ gmail.com. Yes. Uh, Spectrum.
04:00
Speaker 2
so we don't have your email address as we don't have yet a record. Yeah, an email address. Any email you have that's still active. All right. Robj63@gmail.com. Is that correct? All right. Uh, Robert, who's your internet service provider? All right, thank you. All right. Uh, Robert, uh, I've checked on a.
04:00
Speaker 1
It's my second one I bought it a few years back. All right. Can you at least? [silence]
05:00
Speaker 2
system and it seems that your linkster router is already out of warranty and also this router of yours is already old very very old it's already yeah yeah uh this router actually robert is no longer manufactured we no longer sell or manufacture this uh linkster router model y 5400 it is uh end of life which last 2024 and also it's end of yeah i'll just inform you about the warranty status of the router it out of warranty and it has also reached its end of support plus uh this year 2026.
05:00
Speaker 1
Yeah, then it's... I guess. I mean, that's all we can do. I mean, how soon will I get the email? [silence]
06:00
Speaker 2
last month of June. So since it has reached its end of support, yeah, it could uh we could no longer provide any technical support with regards to this router. But I can send you a uh self-service email with regards to end of support uh Linksys router with home networking setup guide. So you can just uh use that and that will help you, guide you with your concern with the model e-5400 on how to set it up. Is that all right? Yeah. As soon as I'm done creating your record, I'll be sending it to you now so that you won't wait. Oh, I've sent now the end of support home networking setup guide, so you can just check your email. Robj.11646.com. And just follow the guidelines there. All right? Thank you for calling. Thanks, Robert. You're welcome. And have a great one. Good bye.
06:00