V2 Rubric Detail — 4447d0e0-7645-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 18:38
Duration
7m 18s
Contact
Justin Rowland
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135685
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E7350_No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership1.00/5
EscalationN/A
Customer Exp4.29/5
Overall37.9% (-18.1)

V2 Grader Summary

The agent identified the router as out‑of‑warranty and offered AI or paid support, but no substantive troubleshooting was performed and the connectivity issue remained unresolved. While the information given was accurate and the interaction courteous, the call lacked a clear diagnostic process, tool usage, and a concrete resolution plan.

V1 Case Analysis

Customer reports no internet on E7350 after ISP plan upgrade; modem works directly. Agent confirmed out-of-warranty status, offered AI tool (incorrect URL: support.links.com) and $15 paid support. No configuration troubleshooting performed.

Troubleshooting Steps
  • Asked about power light color/status
  • Suggested connecting computer directly to modem to verify internet
  • Offered AI tool and paid-support option
Key Observations
  • Agent did not attempt any router configuration steps (e.g., logging into http://myrouter.local, checking WAN settings, or verifying PPPoE/automatic IP assignment) despite customer stating they had access to router settings.
  • Provided an incorrect and potentially unsafe support URL: 'support.links.com' instead of 'support.linksys.com' — this is a serious accuracy failure.
  • Offered paid support without first attempting basic, safe troubleshooting steps appropriate for an out-of-warranty customer.
  • Customer already confirmed firmware was up to date and had accessed router settings, but agent did not verify or build on this information.
Positive Highlights
  • Collected full customer information including name, email, phone, model, and serial number (transcript timestamps [02:00]–[03:00])
  • Clearly communicated the out-of-warranty status and support options (transcript timestamp [05:00])
  • Provided a valid ticket number (LTS00135685) for future reference (transcript timestamp [06:00])
  • Did not push paid support after customer declined, allowing self-help path
Agent Errors / Gaps
  • Provided incorrect support website URL: 'support.links.com' instead of 'support.linksys.com' (transcript timestamp [05:00])
  • Failed to perform any WAN configuration troubleshooting (e.g., checking ISP connection type, router WAN settings, or login to router UI)
  • Did not verify or guide customer through accessing the router's web interface at http://myrouter.local or https://myrouter.local (required for E7350)
  • Did not check or advise on PPPoE settings, which may be required after an ISP plan change with Spectrum
  • Gave no technical troubleshooting steps despite customer being technically capable and already accessing router settings

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the router connectivity issue; only offered AI tool and paid support without troubleshooting.
R2 Not Met Diagnostic thoroughness conf 96%
Only minimal questions were asked (power‑light color) and a vague suggestion to “reset or connect your computer directly to the modem” – no systematic troubleshooting was performed.
R3 Not Met Correct resolution path conf 95%
Despite the device being out of warranty, the agent failed to provide any best-effort troubleshooting (e.g., factory reset, WAN setup check) before redirecting to AI or paid support, violating OOW support expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (no internet) and asked about the power‑LED, but did not follow a logical diagnostic flow (e.g., WAN status, DHCP check).
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools (remote session, WAN status check, log retrieval) were used even though the issue required deeper investigation.
T3 Met No misinformation conf 99%
Information about power‑LED colors and the out‑of‑warranty status was accurate and consistent with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent gave a brief framing and some steps, but did not set clear expectations or a structured plan for the call.
C2 Met Confirmed understanding conf 96%
Agent used plain language, asked for the needed details, and avoided technical jargon.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent did not take ownership of the issue; instead, immediately deferred to AI or paid support without attempting resolution.
O2 Partially Met Proactive follow-through conf 90%
Agent provided a ticket number and next step (use AI or call back), but no timeline or active follow-up commitment was made.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or hand‑off was required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted given the limited troubleshooting offered.
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 remained courteous and professional throughout, thanking the customer and closing politely.
X2 Met Tone & rapport conf 95%
Agent matched the customer’s neutral tone, used simple language, and confirmed understanding of the issue.
X3 Partially Met Overall experience conf 90%
Agent collected the necessary information and gave a ticket number to avoid the customer repeating details later, but required the customer to seek external AI assistance instead of resolving the issue directly.
Call Transcript14 turns · 15 lines
Speaker 1
Hi, yes, um, I'm looking for some support with my, um, router, my Lynxys router, uh, made a change on my internet service provider plan this,
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. [silence] Thank you for calling Linksys. This is Skyla. How may I help you? [silence]
00:00
Speaker 1
Good morning, and everything is working fine with the modem. They've confirmed that, you know, this router is compatible. It's a recent one. Um so, I don't know if maybe there's a configuration setting that I need to try. I've been looking through, um, you know, the router settings on my laptop and I've, you know, made sure the firmware is good to go. Um, I don't know if it's some, yeah, maybe it's a setting or something with the Mac address. Um, so, is that something you can help with? [silence]
01:00
Speaker 2
Okay. Yes. But let me just verify again. This is for the reconfiguration of your router with a new provider. And upgraded. Okay. And so no internet connection right now using the router. Okay. Okay.
01:00
Speaker 1
If I directly plug into the modem, the internet's fine. Yeah, of course, it's a E7350. And are you ready for this here role? So three. Yep. Seven A 1 0 M 2 6 C 0 2 2 7 5. That's correct. Spectrum. 8 6 4 9 4 0 7 5 0 5 8 0.
02:00
Speaker 2
Okay, so may I ask the model number and serial number of your linksys router? E 7350, correct. Okay, what's the, um, serial number? three seven A for Apple, I zero M for Mary, two six, CF for Charlie, zero two two seven five. And who's your internet service provider? Okay. All right. And can I have also your phone number, sir?
02:00
Speaker 1
00151 Justin Roland Justin with a J as in Joker Correct Just Roland J U S T R O W L A N D at gmail.com Yeah yeah yeah And I'm just guessing that there needs to be some more configuration but
03:00
Speaker 2
okay how about your first name and last name. Okay Dustin, D-U-S-T-I-N. Okay. And last name is R-O-W-L-A-N-D. Okay, how about your email address? Uh huh. Thank you for this information. Sure again, the router is A7350 and you're trying to, um, configure it with a new plan um with your um internet service provider which is um like Spectrum. Correct?
03:00
Speaker 1
I don't know, nothing has changed on the existing hardware.
04:00
Speaker 2
Mhm, mhm. Okay. What'll the power light? What's the color of the power light right now, sir? Okay. If it is like solid orange or yellow, that means it's not connected to the internet, but the power is solid blue, correct? Okay. All right. So what we're going to do, sir, is first we need to like reset or connect first your computer directly to the modem. Check the internet setting there and then synchronize it to your wireless router, okay? Okay. So um Before we do start, sir, for any troubleshooting, um, let me just inform you about the status of your Linksys router, the E7350. Okay. Um, it shows here in our system that this router is already out of warranty. Okay. And complimentary phone support is no longer available. Okay. But you don't need to worry about it, sir. We do have options for out of warranty Linksys products. The first option is you can take full advantage of our AI tool that can be found on our website, and that is support.Links.com. Our second option is, um, this is our one-time nonrefundable technical support that will last the troubleshooting up to 60 minutes. This is our Paid Connect service that will only cost you $15. Okay. With this option, sir, we can walk you through.
04:00
Speaker 1
I'll just try the AI tool first, um, and then I'll call back if I need to pay for an additional support. Yep. Okay, yeah, I'm ready for that ticket number. [silence]
06:00
Speaker 2
OK, how to set up your router. Okay. And in any case, the device's found to be defective after troubleshooting, there will be no refund or replacement. So, which options would you like to proceed, sir? OK. OK, no problem. Again, our website is support.linkscom. And I'll give you a ticket number, sir. In case you decide to avail our paid connection, you can just give us a call. Give this ticket number so that we can pull up your record. OK. A ticket number that starts with letters LTS, that's Larry, Tango, Sugar, 0 0 135 685. [silence]
06:00
Speaker 1
Okay, got it. All right. Well, thank you for your help. I appreciate it. Thanks. You too. Bye-bye. [silence]
07:00
Speaker 2
Okay, you're welcome. So, thank you for calling Linksys. This is Carla. Have a great day today, sir. You're welcome, sir. Goodbye. [silence]
07:00