V2 Rubric Detail — 35f49ef2-6e88-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 22:17
Duration
10m 41s
Contact
Tina Kelsey
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134362
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400 No internet after the outage
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall12.5% (-43.5)

V2 Grader Summary

The agent failed to perform any troubleshooting, provide best-effort support for an out-of-warranty device, or demonstrate ownership or empathy. The call ended with vague self-service options and no resolution, meeting none of the core technical or customer experience standards.

V1 Case Analysis

Customer reports Wi-Fi failure on E5400. Router out of warranty. Agent offered website self-help or paid support; no further troubleshooting performed.

Troubleshooting Steps
  • Collected model number (E5400) and serial number.
  • Confirmed router is out of warranty.
  • Offered self-help via support.linksys.com and emailed instructions, and offered paid-support option.
Key Observations
  • Agent did not perform any technical troubleshooting beyond warranty verification.
  • Long periods of silence and minimal engagement made the call feel unstructured.
  • Agent provided correct URLs but lacked empathy and did not confirm whether the suggested steps resolved the issue.
Positive Highlights
  • Collected the correct model and serial number from the customer.
  • Provided the accurate Linksys support website URL (support.linksys.com).
  • Offered a paid-support option for customers who need hands-on assistance.
Agent Errors / Gaps
  • Failed to diagnose the Wi-Fi problem (no WAN check, no signal test, no firmware verification).
  • Did not verify if the reset already performed resolved the issue before ending the call.
  • Provided only generic self-help options without confirming the customer's ability to follow them.
  • Lack of empathetic language and call control; many silent gaps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered paid support or email instructions but did not resolve the issue or provide any actual troubleshooting, leaving the customer with no functional outcome.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed — agent did not ask about LED status, internet connectivity, or perform a modem/router power cycle, skipping basic diagnostics.
R3 Not Met Correct resolution path conf 96%
Despite the device being out of warranty, agent failed to provide best-effort troubleshooting (e.g., factory reset, access admin page, check WAN) as required by policy and immediately defaulted to paid options.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms, ask diagnostic questions (e.g., LED color, connection type), or attempt to determine root cause — no logical diagnostic process was followed.
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used — agent did not direct customer to access http://192.168.1.1, check firmware, or test connectivity, missing opportunities to gather evidence.
T3 Partially Met No misinformation conf 92%
Agent correctly stated the E5400 is end-of-life and out of warranty, but failed to provide technically complete guidance for reconfiguration or recovery, limiting accuracy.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves and collected information but lost control by delivering a monologue of options without checking understanding or guiding next steps.
C2 Partially Met Confirmed understanding conf 89%
Agent used simple terms but did not adapt to customer’s confusion during serial number entry or confirm comprehension of options presented.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership — instead redirected to paid service and email, abandoning responsibility for resolving the issue.
O2 Not Met Proactive follow-through conf 96%
No clear next steps were established — agent said instructions would be emailed but gave no timeline or confirmation of follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was not complex or urgent enough to require higher-level support.
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 96%
Agent showed no empathy — no acknowledgment of frustration, repeated effort, or difficulty; tone remained transactional throughout.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust pace or style despite customer’s confusion and interruptions; communication remained one-size-fits-all.
X3 Not Met Overall experience conf 96%
Customer had to repeat serial number multiple times due to unclear guidance and lack of verification, increasing effort unnecessarily.
Call Transcript20 turns · 20 lines
Speaker 1
Hi, Ellie. Um, we have had a problem with our Wi-Fi, and we've been on uh, with Spectrum, our provider for a while, and he actually asked us to call Linksys to see if our modem is working.
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, 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. Hi, thank you for calling Linksys Technical Support. My name is Ali, how can I help you? Uh-huh.
00:00
Speaker 1
working.
01:00
Speaker 2
okay, uh, just to make it clear. So the spectrum told you to check on us if the modem is working. okay, um, did the spectrum mention something from their end? Like if the internet is working. Uh-huh. uh-huh. Okay, I see. Uh, by the way, ma'am, can I have the model number and the serial number of, uh,
01:00
Speaker 1
Grandma, can you come read this for me? So you want the... Okay. What did you mean to tell the model number and the serial number? Right there. Right there. Right here. [silence]
02:00
Speaker 2
There are multiple numbers and the serial number.
02:00
Speaker 1
model number and serial number. You see what it says right here. Up here? What does this say? E5400 serial number. S-N 30N10M2 8 d 09 147. Three okay, let me let me start, because I'm kind of passing it off here.
03:00
Speaker 2
Is that E-Five Four Zero Zero? Okay, let me just verify if I got it correctly. That's Three Zero N, like November. One Zero M for Mary.
03:00
Speaker 1
3. Did you say 1,011 m.? 2,830 2,86D? 0 0947. 914, 9147. How must those plans be expanded to suit the main, yeah, it. Your local funeral homes, about the yes actually. Okay. Okay. My name Tina, Tina Kelsey K E L S E Y.
04:00
Speaker 2
Okay. Okay. Zero nine one, four, seven, okay. Thank you so much. And by the way, ma'am, like, is this your first time calling linksets? Okay. Okay. I'll let me just go ahead and create a record for this conversation. Can I please have your first name and your last name? Okay. And Miss Tina, can I also please have your uh [silence]
04:00
Speaker 1
[silence] [silence] [silence] what's, um what's well, uh Tina Kelsey@Gmail.com but it might be registered under something else. It's my father-in-law's. Okay. [silence] Well, we umplugged the cable um
05:00
Speaker 2
Okay, thank you so much. chelsea y at gmail.com. oh, it's okay. Uh, let me just go ahead and create the record. allow me just a moment. just for Um, and now, bye the way, tina, the moment that you noticed that, uh, the router was not working, like what have you done?
05:00
Speaker 1
and then that yellow, what's the yellow thing called? The there's the line that yeah, yes, the Ethernet cable. And then plug them both in and unplug them totally waited, like, 10 minutes for each. Um, yesterday I pushed that reset button for like 10 seconds. On the Linksys. And we've done that several times and how, whatever they her Spectrum walked my father-in-law through hooking these back up
06:00
Speaker 2
[silence] Oh, OK.
06:00
Speaker 1
[silence] [silence] Sure. Uh-huh. Okay. Okay. Okay.
07:00
Speaker 2
Yes. Yes, I, I see. Thank you for very, thank you so much Tina for those, huh, mhm information. And, uh, by the way, Tina, I did check, um, this router that your father-in-law have. So, the router is already out of warranty. Now, yes, if the router Tina is out of warranty, um, the free technical support over the phone will no longer be available. However, there are options that you could choose. So, the first option here Tina is, uh, you can visit the official website of Linksys and that is the support.linksys.com. So, once you are already on the website, there is an AI tool agent located at the lower right [silence]
07:00
Speaker 1
okay okay okay okay [silence] okay okay okay
08:00
Speaker 2
corner that you can open and ask any question, and especially on how you can reconfigure this E5400 after resetting it. The second option here, Tina, is our Pay Connect service. Now, that Pay Connect service will cost you $[REDACTED_PAYMENT_DIGITS] for to have a technician oversee the phone to talk throughout the process. Now, that $[REDACTED_PAYMENT_DIGITS] is refundable if we happen to discover that this router is defective because as per checking here, this router is one of our end of life router, so Linksys has no longer sending any updates on this router since December [REDACTED_PAYMENT_DIGITS] of [REDACTED_PAYMENT_DIGITS] So, yeah. And then the third option here, Tina, is I can send you some troubleshooting instructions directly to your email, and all you just have to do is just to follow it.
08:00
Speaker 1
Where I put my purse.
10:00
Speaker 2
okay so yeah all of the troubleshooting instructions that you need are already in there so just kindly follow those steps okay you too have a good one Tina bye bye for now [silence]
10:00