V2 Rubric Detail — 474cd648-74ea-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 01:14
Duration
12m 13s
Contact
Troy Hoffman
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135443
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Lost Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall16.5% (-19.5)

V2 Grader Summary

The agent failed to resolve the connectivity issue or conduct meaningful troubleshooting, offered technically inaccurate information (wrong URL, 'registration' requirement), and did not adapt to the customer’s limited device access. Despite correct identification of out-of-warranty status, no best-effort support was attempted, resulting in an unresolved case with avoidable friction.

V1 Case Analysis

Customer (Troy Hoffman) unable to connect EA7300 router to internet. Agent confirmed out-of-warranty status but provided incorrect support URL (support.links.com). No troubleshooting performed. Customer lacks computer and technical skills. Issue unresolved; no valid next step established.

Troubleshooting Steps
  • Collected model (EA7300) and serial number (HRR56S5XQX).
  • Confirmed out-of-warranty status.
Key Observations
  • Agent provided an incorrect support URL (support.links.com) at [06:00], a critical factual error.
  • No basic troubleshooting steps (reboot, WAN check, local UI access) were attempted or guided.
  • Agent failed to assess the customer’s technical capability and device access before suggesting complex actions.
  • Call ended without establishing a feasible next step given the customer’s constraints (no computer, low technical literacy).
  • Repeatedly asked for email without a clear purpose or follow-up use.
Positive Highlights
  • Accurately identified the router model (EA7300) and serial number (HRR56S5XQX) from customer description.
  • Correctly communicated that the EA7300 is out of warranty and hardware warranty is one year.
  • Offered both a self-help option (after correction) and a paid-support option, acknowledging customer choice.
Agent Errors / Gaps
  • Provided incorrect support URL: 'support.links.com' at [06:00] — contradicts KB (support.linksys.com) and is a materially wrong technical instruction.
  • Failed to guide customer through standard troubleshooting: no power-cycle of modem/router, no check of WAN status, no attempt to access local router UI at 192.168.1.1 or myrouter.local.
  • Suggested using customer’s phone to configure router without confirming browser capability or guiding through the process, despite customer stating he only uses it for calls.
  • Offered paid-connect service without verifying customer’s ability to participate (no computer, low technical skill).
  • Repeatedly asked for email address without explaining its purpose or using it for follow-up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never restored internet connectivity nor completed router configuration; only offered self‑help website or paid service.
R2 Not Met Diagnostic thoroughness conf 96%
No diagnostic questions (e.g., reboot modem, check LEDs, verify WAN status) were asked; agent jumped straight to “we need to reconfigure”.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified the EA7300 as out‑of‑warranty and presented the self‑help and paid‑connect options, but did not attempt any best‑effort troubleshooting before offering paid help.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not gather symptom details beyond “lost connection” nor follow a logical troubleshooting flow.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, router admin UI, KB reference) were used; the agent relied only on a generic website suggestion.
T3 Not Met No misinformation conf 98%
Provided incorrect URL (support.links.com instead of support.linksys.com) and claimed the router must be 'registered' to work, which is contradicted by the KB (local access via 192.168.1.1/myrouter.local requires no account/registration).
Communication
C1 Partially Met Clear & professional language conf 88%
Agent introduced options but did not set a clear plan, left the call open‑ended, and allowed the conversation to drift (weather talk, small talk).
C2 Partially Met Confirmed understanding conf 89%
Agent used simple language but kept insisting on a computer despite the customer only having a phone, showing limited adaptation to the customer’s capability.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of fixing the issue; instead, they pushed the customer to use self‑help or pay for a service without further assistance.
O2 Not Met Proactive follow-through conf 94%
No concrete next steps or timeline were set; the only “next step” was the customer’s own plan to have his son call back.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted given the situation.
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 88%
Agent offered polite phrases and a brief apology, but did not demonstrate strong empathy for the customer’s frustration or lack of equipment.
X2 Partially Met Tone & rapport conf 87%
Agent matched a courteous tone but did not fully adjust to the customer’s limited technical ability (kept pushing for a computer).
X3 Not Met Overall experience conf 93%
Customer was forced to seek a son’s help or purchase a new router; the agent added friction rather than simplifying the process.
Call Transcript24 turns · 25 lines
Speaker 1
go on. [ silence ] Hi, Debbie. How are you? I'm good, thank you. I'm calling you cuz um, I was making some changes with Spectrum.
00:00
Speaker 2
Welcome to Lynxus 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 dotlinkus. Dot 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 devices 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. Thank you for calling this is Ebi, how can I help you? I'm good, sir. Thank you. How about you? Yeah.
00:00
Speaker 1
And that might not even have anything to do with it, but I think somehow I come unhooked from the internet site. And they gave me this number that you guys could help me get it hooked back up. I I think, yeah. The serial number is H R R 56 S 5 X Q X. Yep.
01:00
Speaker 2
speech: Okay, so you lost the connection. You're unable to go online right now. Okay. Can I have the model number and the serial number of your Linksys device? Or just try to look underneath it.
01:00
Speaker 1
[silence] yeah D. what I'm sorry What what I'm going to actually go look at it. It's out here in the breezeway. I'm pretty sure because my son wrote this number down for me and uh told me that's the one I needed. I'm going to um [silence] okay there's the link D 0 0 2 3 5 and then the one under that is the HRR 5 G S 5 X QX.
02:00
Speaker 2
It says, um, serial number, right? Uh, did it say serial number or s/n? Yeah, cuz usually the, the serial number is a 12-digit or 13-digit number. So, um, it. [silence]
02:00
Speaker 1
Oh, okay. There's some other numbers there's a 19 T 1 0 S 0 8 8 0 0 2 3 5. yeah. um, am, EA, yeah, Yep, yep, it does say EA 7300. [silence]
03:00
Speaker 2
I think you're referring to the wi-fi password underneath the router. Um, just look at the serial number, sir. It should say S slash N. [ silence ] Okay, it's one ninety four Tom one-ohes for Sam. 0 880-0235 correct. [ silence ] Okay, so you have an EA seventy three hundred? [ silence ] Right? [ silence ]
03:00
Speaker 1
Troy Hoffman, K-R-O-Y-H-O-F-F-M-A-N. That is... uh... Is that the username? That. Um... Oh, no, I don't think I do.
04:00
Speaker 2
[KEEP_UNCERTAIN] All right. Let me create a record. So can I have your name. And your email, sir. No, your your email address. No, your your email address. This is for record purposes. Do you have the email? Do you have any email address? Okay. All right. That's fine. [silence]
04:00
Speaker 1
I think I have a password and a username, those are the only numbers that I have, that I know of. Um, a long time, more than five years. Okay.
05:00
Speaker 2
Okay. [silence] Okay, how long has it been using this router? [silence] Okay. [silence] All right. [silence] Okay, sir. So since [silence] you're [silence] trying to [silence] since you lost the connection, there's the need for us to reconfigure this router, sir. [silence] It could be the router got reset. [silence] Um, it lost the connection from your modem. So there's the need for us to access the router setting. Okay? And uh Sir Troy, just to set your expectation, okay? This router EA7300 is already out of warranty. OK. The hardware warranty is good for one year. OK. From date of purchase. So yeah, since it's out of warranty, sir, it's no longer covered for free technical support. However, we can give you two options for this, sir Troy. We do have the website. This is for free, that would be support.links.com. It's a self-help tool. You can find there articles on how to set up this EA7300 router. You can also take advantage of our AI tool at the bottom right. So just ask our AI agent how to reconfigure this links router. So that's the first option. Our second option is our paid connect service which will cost you $15. It's just a one-time fee. And this is good for 60 minutes or an hour of troubleshooting. So the service is also non-refundable sir. So if ever your device [silence]
05:00
Speaker 1
Okay. the second option. I don't even have a computer. The only reason I need the only reason I need the internet is I can actually if I have trouble with a car, I'm up to 64, but I have a lot of cars and when I have trouble with one of them, I can I can actually go to YouTube and put in uh what the year of the vehicle and what's wrong with it and I can watch videos of how they fix it. And my phone.
07:00
Speaker 2
Oh, it is. It is seemed to be effective. We cannot process a refund or a replacement for that. So, how would you like? Yeah. You wanna go for the Face Connect service. If you want to, you can try our website first. Oh, you don't have any. Okay. Oh, okay. Mm, I see. Do you think you did? But do you have other wireless devices? Okay. If you don't have it in computers, or do you have other wireless devices like your phone or a tablet?
07:00
Speaker 1
Just my phone. yeah, I know he's I ever do on my phone is talk I don't text. I've never texted or um even people my friends Hey man, I've been texting and I might do I told you I don't text. You know that. Yeah, I think I mean it's just I walked around with it and it's it's a it's a smartphone but I don't use it as a smartphone. I it's a cheap Walmart phone. It cost I think 35 bucks a month and it cost me it's like $35 for the phone. Oh, you you're gonna you're gonna want me to do stuff like if I had a computer, I have to be doing stuff on my computer to help you get this hooked up.
08:00
Speaker 2
just your phone? Mhm. but your phone does have a, um, it does have, um, it does have a wireless wireless signal, right? Or. okay. is there? Yes. Yes. Here's the thing sir Troy. Yeah, we can, we can try your phone. we can try to use your phone, we can configure the, the router wirelessly. Yes sir, because this is not just plug and play.
08:00
Speaker 1
[silence] Yeah, well, I guess I can't, you can't even help me then because, um, wow, what if I, what if I, what if I, [silence] I wouldn't even, I wouldn't, I wouldn't even know how to do it. [silence] using this phone to do whatever you want me to do. You know what I'm saying? Like I said, all I do is pick it up and call and that's getting to be a pain in the butt because so many advertisements on it. That sometimes you can't even get them out of the way to make a phone call. It's so stupid.
09:00
Speaker 2
We need to reconfigure, we need to access to router settings using your phone or your tablet or any of your wireless device like a computer. But we suggest to use a computer because it would be easier for us to access the router settings using the computers sir. I'm sorry. Yeah, we can try the phone. We can actually try the phone. But it's really not a guarantee sir Troy that we would be able to have it fixed using just the phone. Cuz what if uh yeah. Oh. Oh, I see. Yeah. Hmm. [silence]
09:00
Speaker 1
What if I went and bought a new router? Would that help? [silence] Well I guess I'll just have to have my son come up here and I can use his phone to call you back and then he you can talk to him and he can do it. Okay. [silence]
10:00
Speaker 2
Okay, sorry. Well, if you, yeah, that would be another option to Troy, but still, you have you have to configure that device, 'cause it's not Plog and play, it's not just like if you connect it with a cable to your modem or something, it's gonna work right away. You need to register it to the Linksys router to make it work. So you still need a computer or a wireless device like your phone for us to be able to access the router and configure it. Yeah, sure, mm-hm, yes, that would be great, yes, because he's more familiar with the with the with his phone, with the settings of that to to make his set up.
10:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, if you tell him what he needs to do, he wouldn't have a problem with it. Um, okay. All right. All right. Thank you. Okay. You um, you you guys are open 24/7. Well, okay. Were you at? Where you at? Oh, really? How's the weather there? Yeah. Do you get my train there? Do you get my train there? Oh, yeah. Okay. Well, thanks for being so kind and so helpful. And I'll
11:00
Speaker 2
the phone. Yeah. Yes. That will do sir. You can always give us a call. Okay. All right. Thank you so much Sir. Toy. For more information, you may visit our site support.linksys.com. Yes, you're seeing something? on number. Sir, we're open up until 11:00 AM tonight. Yes, tomorrow, well, yeah, you can give us a call tomorrow morning. Your call had been routed here in the Philippines. Yes, sir. Uh huh. It's kind of cloudy actually. It's about to rain outside. I'm sorry? Uh huh. Yeah. Uh huh.
11:00
Speaker 1
I'll try that. Thank you. You too. Bye-bye.
12:00
Speaker 2
Oh, you're welcome. Okay. Thank you so much, it's our toy for calling towards. This easily do. Have a great night. Yes. Bye-bye.
12:00