V2 Rubric Detail — 4cfb65f4-6f6e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 01:44
Duration
19m 36s
Contact
Dave Kaostachi
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134550
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E1200_No internet wired and wireless.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall12.0% (-10.0)

V2 Grader Summary

The agent failed to conduct proper diagnostics, provided technically inaccurate guidance (40-second reset), and did not escalate or offer a clear resolution path. Empathy and customer effort reduction were absent, resulting in an unresolved case with no meaningful progress.

V1 Case Analysis

Customer reported no internet post-ISP outage. Agent incorrectly instructed 40-second factory reset, falsely claimed EA1200 was end-of-life, and advised replacement without troubleshooting or warranty verification. No resolution achieved.

Troubleshooting Steps
  • Requested serial number.
  • Attempted to locate model number but failed to confirm EA1200.
  • Instructed factory reset with incorrect 40-second hold.
Key Observations
  • Agent failed to correctly identify model number despite customer clearly stating 'Edward 1,200' — which is EA1200 (a valid E Series model).
  • Factory reset instruction of 40 seconds contradicts KB (10–20 seconds for most routers including EA series).
  • Agent falsely claimed the router was end-of-life and no longer supported — no such statement exists in KB for EA1200; firmware updates were last available in 2018 but device is not officially end-of-life.
  • No standard troubleshooting performed: no modem power cycle, no cable verification, no WAN status check, no login to router interface.
  • No warranty status check or support eligibility discussion — customer was not offered paid support or self-help resources.
  • Call ended with customer misinformed and directed to unnecessary purchase.
Positive Highlights
  • Agent politely requested serial number and attempted to assist with photo capture.
  • Attempted to gather model information from the customer, though unsuccessful.
  • Provided a troubleshooting step (factory reset), albeit with incorrect parameters.
Agent Errors / Gaps
  • Failed to correctly identify model number from customer's 'Edward 1,200' — should have normalized to EA1200 per ASR guidance.
  • Provided incorrect factory reset duration (40 seconds) — KB specifies 10–20 seconds for EA series.
  • Falsely claimed the EA1200 is end-of-life and no longer supported — this is not documented in KB and constitutes materially wrong technical advice.
  • Did not perform basic troubleshooting steps: no modem/router power cycle, no cable check, no WAN status verification.
  • Did not check warranty status or offer paid support path despite device likely being out of warranty.
  • Prematurely closed call with recommendation to replace hardware without validating failure.
  • Failed to escalate or provide any self-help resources (KB articles, support links).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not restore internet connectivity; only suggested upgrading the router after an ineffective reset.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped essential troubleshooting (modem power cycle, WAN test, firmware check) and jumped to factory reset without diagnostics.
R3 Not Met Correct resolution path conf 95%
Agent declared device end-of-life without verifying warranty status or offering RMA; failed to provide best-effort troubleshooting for OOW device.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No root cause analysis; agent did not identify symptoms like WAN status, LED behavior, or ISP connectivity before concluding failure.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never accessed router interface (192.168.1.1), checked logs, or used remote tools despite KB recommending them for connectivity issues.
T3 Not Met No misinformation conf 94%
Instructed 40-second reset (KB specifies 10–20 seconds); incorrectly stated model was end-of-support without confirmation.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent introduced herself and collected info but failed to set expectations or guide call flow effectively.
C2 Partially Met Confirmed understanding conf 87%
Used filler words ('uh-huh', 'mm-hm') and technical terms without checking understanding; pace did not adapt to customer’s difficulty.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent stayed on call and attempted reset but abandoned resolution path without escalation or follow-up plan.
O2 Not Met Proactive follow-through conf 95%
No specific next steps, timeline, or follow-up commitment provided; customer left with only 'upgrade' suggestion.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
Failed to escalate despite suspected hardware fault and obsolete model; escalation would have been appropriate per KB.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
No acknowledgment of customer’s surgery, frustration, or effort; only generic 'thank you' at end.
X2 Not Met Tone & rapport conf 91%
Agent did not adjust tone or pace for elderly, post-surgery customer; multiple silences and unclear instructions.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number and struggled with camera; agent did not use partial data to reduce effort.
Call Transcript29 turns · 30 lines
Speaker 2
Welcome to Linksys support. For in warranty products, our support team is. Available to help with performance and hardware issues. Register your product by visiting linksys dot register dot linksys.com. Please have your devices 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.
00:00
Speaker 1
[silence] If you don't hit find in the next time I hit [silence] [silence] can you reach to her
05:00
Speaker 2
I thank you for calling Linxness. My name is Raquel and how may I assist you today?
05:00
Speaker 1
I was talking with uh the Spectrum and I had lost my internet. I don't have the internet he told me to call you guys. She gave me your number uh I don't know. I don't know if it is or not. They just told me to to call you. She she thought it was that's what the problem was. So I I I Okay. Okay. I have to get my glasses here. Okay. it's kind of slow getting around. I just get out of the back surgery and they
06:00
Speaker 2
I see, so I believe you're having problems with the router connecting to the modem network? Okay. I see, got it. For me to properly address your Linksys router may have the serial number found at the bottom of the router. It's labeled with S/N. Okay.
06:00
Speaker 1
okay I don't know I can do all this with or I might lose you on on on on the line yeah yeah yeah you want to speak there yeah and then I don't know I don't know how to get to uh to the camera yeah I go to Google okay okay yeah
07:00
Speaker 2
you may also take a picture of the label found at the bottom. [silence] You can have me on speaker. Do you know how to turn on speaker on your smartphone? [silence] Okay. [silence] Are you using an iPhone or an Android phone? [silence] Okay. I think you need to go to your home screen first then open the camera from there. [silence]
07:00
Speaker 1
I'm trying to get there. Geez. Uh, uh, got my, let's see. Yeah, I'll take a picture for you. I got the, got it right out. Uh, oh, I got, I'm locked into somewhere, uh, an advertisement or something, and I can't get out of this thing. I've always, I've always just hit the phone off, but if I do that, I'll probably lose you. Yeah, I can. Yeah, my lighting is bad. Okay, let's see the. Okay, serial number, I think is what it says, serial number. Yeah, 108 22C 644 17 882.
08:00
Speaker 2
I see um okay uh-huh I see uh-huh I see got it um how about do you have your glasses with you can we can check the um serial number at the bottom if you can able to see it okay uh-huh I know.
08:00
Speaker 1
[silence] yeah. This is max or mic or whatever. yeah, it's this number below the serial number. C 8 837 34 E as in Edward. uh seven Edward. seven Frank as it F as in Frank
09:00
Speaker 2
All right, thank you. Let me check the serial number. And the model number showing at the bottom may have it as well. It's usually on top of the MAC address, serial number, normally starts with letters, then followed by numbers. Apart from. Yes. Uh-huh. Mm-hm. Mm. Okay. That's the MAC address. How about on the top part of that sticker. Can we check if there is a model number? You said the model number is printed in smaller text.
09:00
Speaker 1
probably lower it 21-62. It's three. It's three sets of letters and numbers. I don't see that right on. on the back. Okay. Edward 1,200. That's that's in the front of it.
10:00
Speaker 2
Apart from that, is there other information with letters and numbers? Okay, uh, let me check it here. A model number that starts with letter E for Echo or W for Whiskey. Are you seeing that there? Okay. All right, that's actually the correct model number. Thank you. And is this your first time
10:00
Speaker 1
Uh, yes. Yes. Yeah. I'm Dave Kostecki, K-O-S-T-E-C-K-I. It's uh, Floy. Griz. 69@yahoo.com Floyd. Griz. Floy. G R I Z
11:00
Speaker 2
calling link via internship alt right thank you and may I also have your email address Dave hm Let me make sure I got correctly. It's floyd ray 69 at gmail.com. Is that correct? All right and in case we get disconnected, I'm sorry. Yes, yes please. Mhm.
11:00
Speaker 1
in. And then 69 yes. 1. K, 4036, 0000 0000 are code 370-5069. Uh, no, I didn't try turn off the router. Is that the button on the bottom? It's a button or something.
12:00
Speaker 2
And then 69, right? Gmail.com. All right. Thank you so much. And if I'm out through your phone number in case you get disconnected, I'll be able to call you back. All right, thank you. And while my system is checking the warranty in support of your Linksys router. Going back to the router. Have you tried like turning off and on both of your modem and the Linksys router? The switch button? Yes. The toggle switch. That's the power switch for off and on. Yes, like a power switch, like toggle, like off and on with uh letter O and I.
12:00
Speaker 1
Toggle. I don't know. I don't see a toggle. Apparently, I don't know.
13:00
Speaker 2
child's to let the other person know and also check myself. Your devices in your house, like both wired and wireless, is not getting connection for the internet, right? Like one of your devices connect, right? Okay. Kiss, right now, Dave, let me set your expectation with this model number. This model number actually has reached end of life, meaning Lynxys is no longer manufactured this router and it also reached end of support. It no longer receives firmware updates, maintenance, and we no longer provide technical support. So, probably it could be the router itself. It since an obsolete device, so it's no longer working the way it should.
13:00
Speaker 1
Uh, that button, you gotta, you gotta push that in with a pin or something. Don't just, it's really small. yeah, Red. Hold it for a while.
14:00
Speaker 2
do time free to upgrade the router. If you would like to further troubleshoot it, you can try resetting it to factory defaults. At the back of the router, you will see there like a red reset button. You may try pressing and holding it for about 40 seconds. And after reset, if it's still the same, then should it be the router not able to perform already properly. Yes, you may use a pen a pointed thing in order to press and hold the reset. Yes,
14:00
Speaker 1
[yelling] [silence] [yelling] [silence] [yelling] [silence] [yelling] That's on with it, but all the in the blue area, all those lights, the green lights lit up about four of them and they went off. Just that one green light underneath it and the yellow cord and after I pulled the pin out, all the the lights, all the lights came on just for a second. Yeah. Oh it's, yeah it is kind of flashing around a little bit. Yeah it's not staying solid green.
15:00
Speaker 2
That's okay. The null light currently at the back of the Lynx router. Just one. I see. Just one green light. okay. So meaning it's like a... Mm-hmm. okay. And it's not blinking green. It's just a steady solid green light, right? Okay. okay. You may now check your devices there, check if it can connect to the Wi-Fi or check if it now can
16:00
Speaker 1
okay. how's Jeff? No, Nothing. connect, This says connect to the internet. Okay. So, still don't have it yet.
17:00
Speaker 2
Connect to the internet. After... since we already reset [silence] So this same? [silence] Mhm. That's... Okay, I see.
17:00
Speaker 1
Okay. Okay. So, I've got to go down and buy one tomorrow, huh? Okay. Okay. Okay. No, I guess, I guess not. Just to replace that modem and it should should be all right then, huh? It's it's not Spectrum's fault. Yeah. Yeah, yeah, and they sent the signal, they sent a signal to my house and nothing worked, so. Okay. So, modem time.
18:00
Speaker 2
So, in this case since you've already tried resetting it, then it could be the router, Dave. It's actually an obsolete model number, so perhaps it's time for you to upgrade your router to a newer Wi-Fi system with latest security.
18:00
Speaker 1
Brouder time. Okay. Thank you. Okay, thank you for your time. Bye.
19:00
Speaker 2
Yes, time to upgrade your Linksys router. Yes. All right. This is once again, Raquel Dave. Thank you so much for your time and your patience for today. Thank you for calling, sis, and have a wonderful night. Take care. All right. Okay. Bye. Bye.
19:00