V2 Rubric Detail — 460b1532-6069-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 23:01
Duration
19m 28s
Contact
Annette Stock
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132334
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA8300_No Internet Connection

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership1.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall37.0% (-19.0)

V2 Grader Summary

The agent failed to perform basic troubleshooting or use diagnostic tools despite a clear no-internet issue. While technically accurate about warranty status and options, the agent did not meet best-effort expectations for out-of-warranty support, offered no empathy, and left the customer without actionable next steps—resulting in an unresolved case with poor customer experience.

V1 Case Analysis

Customer reports no internet on EA8300; out of warranty; offered paid support or new router; customer will purchase new unit.

Troubleshooting Steps
  • Collected model and serial number
  • Confirmed ISP modem status
  • Asked about LED status and Wi-Fi connectivity on phone
Key Observations
  • Agent skipped basic WAN troubleshooting (power cycle, cable check, LED verification).
  • Agent incorrectly recommended the MX6200 (a different product family) as a replacement for the EA8300.
  • Agent provided a malformed URL (support_linksys.com) instead of support.linksys.com.
  • No case was created despite collecting full customer and device information.
Positive Highlights
  • Collected serial number, model number, ISP, phone, name, and email information completely.
  • Confirmed ISP modem status, ruling out upstream issues.
  • Clearly communicated the out-of-warranty status and available options (paid support or new router purchase).
  • Provided a valid self-help path (purchasing a new router) for an out-of-warranty device.
Agent Errors / Gaps
  • Did not perform standard troubleshooting steps for no-internet issue (e.g., power cycle, WAN cable check, LED verification).
  • Incorrectly recommended a different product family (MX6200) as a replacement for the EA8300 without justification.
  • Provided a malformed URL (support_linksys.com) instead of support.linksys.com.
  • Failed to create a HappyFox case despite collecting all necessary customer and device information.
  • Did not verify warranty status via system lookup or document the interaction properly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or achieve any technical resolution; only suggested purchasing a new router or paid support without attempting troubleshooting.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked about lights and ISP but skipped essential steps: no power cycle, no local login attempt, no cable check, no firmware verification.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified OOW status and offered paid support/replacement options, but failed to provide best-effort troubleshooting expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process; agent did not identify symptoms systematically or determine root cause—jumped straight to replacement suggestion.
T2 Not Met Appropriate tools / resources used conf 96%
No diagnostic tools used (e.g., remote session, admin login, speed test); agent relied solely on customer description despite clear need for tool-based verification.
T3 Met No misinformation conf 97%
All technical statements (OOW status, paid support terms, product recommendations) were factually correct and aligned with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic call flow but failed to set expectations or structure troubleshooting; transitioned into sales mode without framing next steps.
C2 Met Confirmed understanding conf 92%
Agent used simple language, asked clear yes/no questions, and adapted to customer’s non-technical level appropriately.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call and did not transfer, but abandoned responsibility by not attempting basic troubleshooting, limiting ownership.
O2 Not Met Proactive follow-through conf 95%
No specific next steps given—only vague suggestions to buy a new router or use paid support; no timelines or ownership of outcome.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation trigger was present (no confirmed hardware defect, no repeat contact, no legal/complaint signal), so decision not to escalate was appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, making E2 not applicable per rubric rules.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered no empathy, did not acknowledge customer frustration, and provided no validation of effort or difficulty.
X2 Not Met Tone & rapport conf 93%
Agent remained scripted and transactional; did not adapt tone or pace to customer’s confusion and emotional state.
X3 Not Met Overall experience conf 94%
Customer repeated serial/model numbers multiple times; agent did not reduce effort by using known info or simplifying process.
Call Transcript23 turns · 25 lines
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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. [Silence] For out-of-warranty product, paid support option may be available [Silence] depending on the issue.
00:00
Speaker 1
Oh. Can you shake my hand? Oh, thank you. [silence] Ten. [silence] hey, yes. I'm trying to see if you can test my router to see if it's bad. Uh-huh. Um, so what was that? No Internet. And so I already called our Internet company. They disconnected our modem and reran it and all the signals are good. So they saying it's the router. Um, where do I.
05:00
Speaker 2
Thank you for calling links. This is Scarla. How may I help you? O.K. Um, what's the exact problem you've encountered on your router ma'am? Like, you lost internet? Um, what exact problem did you encounter on your link sys? O.k. H-have you- Mhm. O.k. So let me just create a record for this call. Ma'am, can I have the model number and serial number of your router? You can check that.
08:00
Speaker 1
okay. Oh, there we go. Oh, hello. Okay. Okay. Well, uh, The serial number is that what you want. two-one-P,10C, 997-353 one three. Nope, peeper Peter. Yeah. Yeah. It's E-A-83-O-O. Yes, correct.
09:00
Speaker 2
OK. underneath the router itself, yes? OK, let me check now if I got it correctly. 2-1-T for Tango, OK, and then 1-Zero for Charlie and 6-9-7-3-5-3-1-3. OK, what's the model number of this router? Again, E-A-8-3-0-0. Correct.
09:00
Speaker 1
Spectrum. No. 612-791-7632. Annette stock. A-N-N-E-T-T-E-S-T-O-C-K Annette stock six at gmail.com
10:00
Speaker 2
And who's your internet service provider? All right. All right. Okay. And before you encounter problems, was there any outage happen? Um. All right. Can I have your phone number? All right. How about your first name and last name? Can you spell it, ma'am? Okay. How about your email address? [music]
10:00
Speaker 1
Yes. before and. Well, there's no light now. It's it's just completely black. Yep, everything's on Internet which is on. Oh, for a while, I don't I.
11:00
Speaker 2
your first name and last name number six at gmail.com, okay? Um, ma'am, what is the color of the light on your router? The one that's on the top. Okay. is it blinking or is it solid? is the light, um, is the switch turned on right now? Um, but I don't remember how long you had this router? Um, this is like how many years?
11:00
Speaker 1
Oh gosh. You know, to be honest, I don't know how many years. It could be. Yeah. It could be. Yeah. Yeah. Yeah. I just turned it off and back on and it's just, it's um, right now it shows me that there's a little plug in like
12:00
Speaker 2
Is it, like, 3 years, 4 years already? It's only 4 years, right? Okay. Okay. All right. And on the top of the router right now, there is no light. Like, the len packs or the model number, does it light up or does it show any light on it?
12:00
Speaker 1
The chord, uh, like the internet chord symbol is on, a it's and then there's like a globe, the circle around it. And, that's orange. Correct yep, Derek.
13:00
Speaker 2
yes. Okay. The light of... there is a cable that connects to the uh linksys router at the back of it and it's connected to the internet port, right? Okay. And then, um... at the back of that, um, is the internet light, what's the color? Is it orange?
13:00
Speaker 1
It is yellow. it's lasting. Yep. Well, I can see it, but it doesn't look like it's illuminated. It's illuminated. But I can see that it says lynx. Yeah, there is no color. There is no color to it. It just says not connected.
14:00
Speaker 2
Your Internet provider? Yeah. It's flashing, okay. So there's like um, connectivity. But how about the one that's the logo? Is it illuminated or is it off? [silence] Back there, what's the color? Is it like, uh, white? [silence] Blinking, solid? [silence] Okay. Um, since, um, like, [silence] in your device, maybe on your phone or in your computer, does it show it's connected to the router but no Internet or is it really not connected?
14:00
Speaker 1
My phone says 5g so it's not connected at all. Okay. No it says no Internet connection. Oh yeah. It's the link 35313.
15:00
Speaker 2
Okay, and your phone, can you go to settings? And then you go to Wi-Fi or this is an iPhone? My phone or is that an Android? iPhone. All right. On your iPhone, go to settings and then Wi-Fi. When you go to Wi-Fi, make sure the Wi-Fi is on? Does it show any network? But did it tell you what is the name of the network? Okay. Again, it's series three five three one three, right? Okay, so your router is still broadcasting the Internet or the wireless signal. It's just that it doesn't have internet. Okay? So, there's a possibility right now that the settings on your router is no longer communicating to your cable modem. Okay? All right? So, on this one, there's a need for a reconfiguration of your Linksys. Right? All right? So, before we continue, ma'am, for any troubleshooting, let me just inform you about the status of your router, of your EAA 3300. It shows here in our system that your router is already out of warranty, and complimentary phone support is no longer available. What you don't need to worry, ma'am. We do have options for out-of-warranty Linksys products. The first option is.
15:00
Speaker 1
So, let me ask you this. Um, yeah, it's out of configuration. I kind of figured that. What if I went and bought a new link. And then just reset it up like I did with this one. Is that still an option?
17:00
Speaker 2
as you can take advantage of our AI tool that can be found in our website support.linksys.com okay? And then our second option is you can also take advantage of our paid connect service. This is a one-time non-refundable support that will last 60 minutes of trouble shooting and there's no guarantee that we'll be able to fix the issue and in any case we found out that your device is defective after the trouble shooting, there will be no refund or replacement. So which option would you like to proceed, ma'am? Uh-huh. (sighs) Okay. Oh yes. Oh yes, sir. That is an option also ma'am that you can um like upgrade your router.
17:00
Speaker 1
Okay. What what okay, what do you recommend? Um, do you recommend like like is there one that you would recommend to go up higher? We have gaming. We have at least four or five TVs running. I have um two businesses running out of my home. So it it's a lot. Okay. Okay, perfect. I I I Okay. Okay. Perfect.
18:00
Speaker 2
you can buy a new one, and then also you can just set it up. uh, um, are... um... okay. yeah, you can, like, check our um routers, like, you can go to... you can check this first, um, you can go to, like, mb7230, or is it, like, an mx6200? mm-hmm. and if you want to buy a router, you can check on your local store, or you can check it on Amazon, or eBay, something like that. or maybe Amazon will be one of our, um, resellers, uh-huh.
18:00
Speaker 1
So I think I'm gonna do that because yeah, and then I'll just sign up and get it registered and do like we did before. But yeah, okay. Perfect. Thank you so much. Perfect, thank you. [silence] [silence]
19:00
Speaker 2
yes. If you need assistance for that, then you can always give us a call. Okay? You're welcome. So, thank you for calling. This is Carla. Bye for now and you can check our website support_linksys.com. Okay? You're welcome.
19:00