V2 Rubric Detail — 31e6e276-814c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 19:26
Duration
7m 10s
Contact
218-269-9992
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00137525
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Connect Specific Devices

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.3/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall3.3% (-62.7)

V2 Grader Summary

The agent failed to perform any troubleshooting for a 'connected, no internet' symptom, instead dismissing the case based on the router's end-of-life status. The agent provided technically unsupported information claiming the router could not 'keep up' with the technology of a newer phone, and offered no resolution other than purchasing new hardware.

V1 Case Analysis

Customer reported intermittent 'connected but no internet' on phone and TV; router IA-7300 is EOS. No troubleshooting performed. Advised replacement.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent correctly identified the IA-7300 as an end-of-support product, aligning with Linksys support policy.
  • No troubleshooting steps were performed despite the issue being specific to certain devices (phone and TV), which could have been resolved with basic checks like rebooting or checking guest network settings.
  • Agent did not offer any self-help resources, KB articles, or email follow-up, which is required for EOS products per KB guidance.
  • Communication was weak: long silences, misheard customer details (e.g., 'Till Costello' instead of 'Karen Syslo'), lack of empathy, and no clear recap of the issue or next steps.
Positive Highlights
  • Accurately identified the IA-7300 as an EOS product and communicated this clearly to the customer, aligning with Linksys policy.
  • Collected all necessary customer and device information (name, contact, model, serial), fulfilling basic case documentation requirements.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting steps (e.g., reboot, Wi-Fi settings check) that could have resolved the issue even for an EOS product.
  • Did not provide self-help resources or KB references for the EOS product, which is a required step per Linksys protocol (universal_escalation_guide.md).
  • Misheard customer name and email, indicating poor attention to detail.
  • No empathy statements or acknowledgment of customer frustration despite the urgency of the issue for the daughter-in-law (a teacher needing connectivity).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent offered no resolution to the connectivity issue and closed the interaction by implying the only solution is purchasing a new router, leaving the problem unresolved.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps (e.g., restart, password verification, LED check, or router login) were performed before concluding the device was incompatible due to age.
R3 Not Met Correct resolution path conf 97%
While the EA7300 is end-of-life, the agent provided no best-effort troubleshooting (e.g., firmware check, settings review, or basic diagnostics) and dismissed the case solely based on product age.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
Agent did not identify root cause; instead, attributed failure to vague 'advanced technology' without diagnostic questions about symptoms like timing of disconnection or network behavior.
T2 Not Met Appropriate tools / resources used conf 97%
No tools (e.g., router admin interface, speed test, or LED status check) were used despite clear need for network diagnostics given multiple devices showing 'connected, no internet'.
T3 Not Met No misinformation conf 95%
Agent claimed the device won't connect because the phone has 'updated technology' that the router 'won't be able to keep up with'. This is unsupported by the KB; the KB explicitly states that older devices may have compatibility issues with NEWER standards (like WPA3), but does not support the claim that a modern device cannot connect to an older router simply because the device is 'more advanced'.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set agenda, guide interaction, or manage transitions; conversation was disjointed with long silences and no clear structure.
C2 Not Met Confirmed understanding conf 95%
Agent used repetitive fillers ('uh-huh', 'yes ma’am') without adapting language, confirming understanding, or adjusting to customer’s urgency and technical level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership—shifted responsibility to customer to buy new hardware instead of attempting any fix or workaround for current setup.
O2 Partially Met Proactive follow-through conf 91%
Agent suggested buying a new router as next step, but provided no timeline, follow-up, or actionable steps for immediate issue resolution.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the agent’s decision to close the case without further action.
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 97%
Agent showed no empathy for customer’s situation (daughter is a teacher needing reliable connection, multiple devices affected), nor acknowledged frustration.
X2 Not Met Tone & rapport conf 96%
Agent maintained a flat, procedural tone without matching customer’s pace or emotional state, leading to disengagement and long silences.
X3 Not Met Overall experience conf 97%
Agent increased customer effort by offering no self-help steps and requiring hardware replacement instead of attempting remote resolution.
Call Transcript16 turns · 16 lines
Speaker 1
Hi, I'm trying to my daughter-in-law has a phone that she's trying to connect to our Wi-Fi and it's not letting her do it. And I tried, I have spectrum, but I have Linksys router. So they're telling me I have to go through you in order to get her connected. And, and we've, so I don't like we use the fist 14-6 guest as the I don't know what you'd use it the network. And then the password pineapple 42 dated.
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. [silence] Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today? Uh-huh. Uh-huh. Uh-uh. [silence]
00:00
Speaker 1
teen, all in small letters and when she does it, it looks like it's connected and it'll be like that for like one minute and then the little, um, the little thing with like the three lines, the Wi-Fi lines, it all of a sudden has a line through the middle and it says no internet connection. So not sure why that's doing that. It's also happening to our TV. It's also the TV too. It's a Vizio TV. So they are, they moved in with us so we need she she, and she's also a teacher and needs to be connected, so we have to get this to work. Now if lynxie can't can't get this, we're going to have to switch to something else.
01:00
Speaker 2
I see. Um, just to confirm, just to confirm with you ma'am, uh, is this issue only happening to your daughter's phone? Um. I see. Uh-huh. Let me just run some verification with you
01:00
Speaker 1
Okay. Okay. Okay. My name is Karen Syslo. s I is as in Sam s as in Sam l o. For Karen, it's K A R E N. You're welcome. It is, uh, my, so I have two of them, but I'll give you my personal one. It's Syslo. S I S L O Karen, so it's just flip flap. Um, and. [silence]
02:00
Speaker 2
[silence] it and ask you a few questions about your Linus is router, in order for me to proceed further. So I'll be running some verification first, starting with your full name. [silence] Okay, [silence] Karen. [silence] Your first name is Till. [silence] Last name is Costello? [silence] Oh, all right. And for Karen, ma'am, that's double R. [silence] Okay. Thank you so much for that one, Miss Karen. And how about your email address? [silence]
02:00
Speaker 1
[silence] gmail.com. the serial number is it says F-9 which probably stands for serial I suppose and it's one nine T two zero C six four nine zero two three four three. [silence] correct.
03:00
Speaker 2
okay. [silence] All right, thank you so much and let me also verify your phone number, it's 218 26 9992. All right. Now, can you provide me the model number and the serial number of your Linksys router? [silence] All right. Let me just repeat that's 19 20 c 64 902343. [silence] All right. And uh, may I confirm again who's your internet service provider, Ms. Karen?
03:00
Speaker 1
Our service is spectrum. You also will need the model number? 7-300 zero see, okay.
04:00
Speaker 2
Oh, Spectrum, yeah. All right, let me just uh fill in this information here, just bear with me. Uh, yes, you can also provide me the serial number though. Yeah, I I believe the serial number is EA 73... 7300. Uh-huh. Okay. All right. Um let me just note that one here. and uh just to confirm with you ma'am, um aside from your daughter's phone and the TV that are
04:00
Speaker 1
Yes, our TV, yes, our TV upstairs, our other TVs, our phones, my husband and my phone, they are all connected. And we are consumer cellular with our phones. Now she's a Verizon, I don't know if that shouldn't make, really make a difference though. Oh, okay. Okay. [silence] Good. Okay. Okay.
05:00
Speaker 2
We're having issues connecting to it. Are all the other devices were able to connect? Mhm. It doesn't really affect. Oh But yeah, anyway, let me just set your expectations, Ms. Karen, because the latest device that you have right now, the IA-7300, it's already part of our end-of-life devices, which means we no longer manufacture this one and update its firmware also. It has been part of our end-of-support products, which technically we no longer provide assistance or support.
05:00
Speaker 1
[KEEP_UNCERTAIN] Sure because it's older I I guess I get that we have had it for a long time. Sure. Sure. So we basically need a new router, correct? Okay. Well then I think we must've gotten this one, you guys sell them like at like Best Buy in different places. Okay, that's probably what we did then. So we'll just uh look around for a new updated one I think. Okay. Oh, okay. Well, thank you for your help. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
06:00
Speaker 2
excuse me but uh this this yeah but this probably been um uh due to the the device that you're trying to connect is more advanced somehow or has an updated um technology that's why it won't be able to connect and the router won't be able to keep up with those technology that's why it won't connect to the Wi-Fi yes ma'am yes ma'am yes yes ma'am sure all right all right ma'am and thank you so much as well for [silence]
06:00
Speaker 1
So
07:00
Speaker 2
your concert support with links and I appreciate your time calling links. Have a great day and take care.
07:00