V2 Rubric Detail — 4120cd3e-699f-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 16:20
Duration
7m 19s
Contact
Hsa Thaw Htoo
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00133613
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection_E5400

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall59.9% (+3.9)

V2 Grader Summary

The agent correctly identified the device was out-of-warranty and offered both self-help and paid support options, meeting OOW expectations. However, troubleshooting was incomplete and lacked empathy, resulting in a partial resolution. No escalation was needed or performed.

V1 Case Analysis

E5400 router with no internet; out-of-warranty. Agent advised factory reset and offered $15 paid support; customer will attempt reset.

Troubleshooting Steps
  • Collected model and serial number
  • Confirmed out-of-warranty status
  • Offered paid-support option
  • Advised factory reset and re-setup via support.linksys.com
Key Observations
  • Agent skipped basic checks (modem status, power cycle) before recommending a factory reset.
  • Reset instructions were technically correct per KB (press and hold reset button), but agent inaccurately suggested a laptop/computer was required for setup.
  • Agent correctly directed customer to support.linksys.com for self-help guidance.
  • No verification of fix was performed, leaving resolution unconfirmed.
Positive Highlights
  • Collected correct model and serial number.
  • Clearly communicated out-of-warranty status and $15 paid-support option.
  • Provided correct factory reset procedure (press and hold reset button).
  • Directed customer to support.linksys.com for self-help.
Agent Errors / Gaps
  • Did not verify basic connectivity steps (modem status, power cycle) before jumping to factory reset.
  • Incorrectly implied a laptop/computer is required for post-reset setup (KB does not require this).
  • Failed to confirm whether the reset resolved the issue before ending the call.
  • Minimal empathy and no explicit recap of next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested factory reset and offered paid support but did not resolve the internet connectivity issue or confirm resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent confirmed model, serial, ISP, and that reboot was attempted, but skipped key diagnostics like checking modem status, WAN light, or performing a modem power cycle.
R3 Met Correct resolution path conf 90%
Agent correctly identified device was out-of-warranty and offered both self-help (factory reset + KB) and a paid support option, aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent gathered basic facts (model, ISP, prior steps) but did not probe deeper into symptoms like LED behavior or physical connections to isolate root cause.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (remote access, logs) were available or necessary; agent used correct KB-based guidance appropriate for the scenario.
T3 Met No misinformation conf 95%
All technical information provided (warranty expiration, factory reset necessity, support site URL) was accurate and consistent with documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent framed warranty status and next steps but lost control during long silences and failed to manage transitions smoothly.
C2 Partially Met Confirmed understanding conf 85%
Used plain language but did not adapt to customer’s apparent confusion or verify understanding; communication remained one-size-fits-all.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and provided actionable next steps despite OOW status.
O2 Partially Met Proactive follow-through conf 85%
Provided next step (factory reset) and resource (support.linksys.com), but no timeline or follow-up commitment was established.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted—issue was basic troubleshooting on an OOW device.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained professional but offered only procedural responses; minimal empathy shown despite customer frustration cues.
X2 Partially Met Tone & rapport conf 80%
Maintained engagement but did not adjust pace or check comprehension; customer repeated information, indicating possible confusion.
X3 Partially Met Overall experience conf 80%
Asked customer to repeat serial number and directed to external site, but did provide clear action (reset) to reduce future effort.
Call Transcript14 turns · 15 lines
Speaker 1
Welcome to links support. With sure. [silence] why, um, I'm calling about my the Nexus rider, uh, router is not working for some reason. It, it hasn't worked for.
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 the issue. 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 [silence] depending on the issue. Hi, thank you for calling Linksys. My name is Vin, and I'll help you today. Was it working before? [silence]
00:00
Speaker 1
I've been where you have no internet [cut to static] [silence] [cut to static] hitting the [beep] [silence] the model number model number the model number E5400. E. [ silence] And? Where do I check the serial number?
01:00
Speaker 2
I see. What's the model of your Linksys Router? Yes. The model number. And what's the serial number so we can double check its status? It should be either at the back or at the bottom of your Linksys Router.
01:00
Speaker 1
Oh, it's your number, huh? It's, uh, 30N10M27D003893. Um, on the spectrogram. I'm sorry. I don't know what you mean. Yes. They said they can see
02:00
Speaker 2
Like sis router, if you still have that box. It should also be at the box as well. 30 and like November, 10, I'm like Mary, two seven D like Delta, three eight nine three, is that correct? And who's the internet provider as well? Alright. Have you spoken with spectrum so far? And what have they told you in their end? [silence]
02:00
Speaker 1
Their own, their own browser. They can see, you know, the router, the signal. That's right. Well, uh you're speaking to uh South too. Like the son, uh the owner of the router. South too. I'm, uh calling for my parents. Yeah, but I don't think it's on my name because I'm calling for my parents. Uh, okay. H S A. A space T H A W.
03:00
Speaker 2
I see. To whom am I currently speaking with as well. To whom am I currently speaking with. I'm sorry, what's the name. If it's right with you, can you spell it out for me? No worries there, this is just simply for documentation purposes.
03:00
Speaker 1
I had Let's name ht. Oh. Okay. Uh, no, it just stopped working out of nowhere. Um, so when I called the Spectrum, they said to, you know, I put the power, the power, uh, the power line and stuff, and I did those. Yeah, that's pretty much it. Nope.
04:00
Speaker 2
Mm-hmm. Thank you so much. HTO thank you so much. All right, let me quickly double check everything on my end regarding about the router as well. To clarify, did you notice any kind of power outage or maybe an internet outage? Mm-hmm. I see. And what have you done so far in regards with the router as well? Mm-hmm. Mm-hmm. I see and still no changes afterwards. Thank you so much for that one. So in this case, since as you mentioned you're, You cannot go online and it has been happening for a couple of days now. And you've also tried to reboot the router, but still no changes. Then the router might not be connected with the internet line. So you might consider doing a complete factory reset on the Linksys router and set it back up from scratch, so that it can properly communicate with the modem. And to do this, since this is an E5400 model, it needs to be done either on a laptop or a computer. However, before any further troubleshooting may also start with the router, I do have to set your expectations that the current router is no longer in warranty. The warranty status of the device had expired around February 3 2025. It is no longer eligible for free troubleshooting on our end. But needless to say, all troubleshooting guides step-by-step that you might need to follow on how to set it back up.
04:00
Speaker 1
So, what would be better, we like, getting a new one, or like, do we have to do something else?
06:00
Speaker 2
Now first and foremost, it's gonna keep you can reset your router out your router and reset it and for all this information scroll to support.linksys.com. But if you'd like to continue troubleshooting over the phone I do have to let you know that that is a $15 fee. We will there's there's really no guarantee because I can check everything. But if the unit itself is old still something's not working, there's really don't have not doesn't register anemia say router model at this time. But the newer version is the MR7350.
06:00
Speaker 1
[ silence ] Uh, no. No. I'm gonna go do it.
07:00
Speaker 2
All right, is there anything else? All right. Thank you so much for calling Linksys. Once again, take care and have a great day as well. Bye-bye for now.
07:00