V2 Rubric Detail — 4d5d2f88-69be-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 20:02
Duration
12m 42s
Contact
Alongra Maldonado
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133642
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E5400_no internet connection
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by deflecting to ISP without verification, failed to conduct basic troubleshooting, and effectively abandoned the case despite customer’s clear distress and unresolved issue.

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
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to troubleshoot, diagnose, or resolve the issue, deflected blame to the ISP without evidence, and provided no escalation or feasible next steps. The customer was left without internet after multiple attempts to get help, and the agent demonstrated avoidance behavior, warranting an auto-zero for evasion. No meaningful progress was made toward resolution.

V1 Case Analysis

Customer reports no front-panel LEDs and no internet after setup. ISP confirmed modem is functional. Agent misidentified model, provided incorrect guidance, and failed to troubleshoot or escalate.

Troubleshooting Steps
  • Asked if the router had a front LED (based on incorrect model assumption)
  • Suggested verifying internet by connecting a computer to the modem (customer has no computer)
  • Asked customer to describe setup process and router interface
Key Observations
  • Agent misidentified the router model as E5400, which is not a valid Linksys model (E Series ends at E8350)
  • Customer explicitly stated ISP (Spectrum) confirmed modem functionality, but agent repeatedly blamed the modem
  • No basic troubleshooting steps performed (power cycle, LED check, firmware verification)
  • Agent failed to recognize absence of front-panel LEDs as a critical hardware indicator
  • No escalation, case creation, or self-help resources provided despite clear hardware fault signs
Positive Highlights
  • Agent acknowledged the customer's frustration indirectly by noting they had called multiple times
  • Agent correctly identified that accessing myrouter.local suggests some level of router functionality (though this does not rule out hardware faults)
Agent Errors / Gaps
  • Incorrect model identification (E5400 is not a valid Linksys model)
  • Failed to perform basic troubleshooting (power cycle, LED verification, firmware check)
  • Ignored customer's report of ISP-confirmed modem functionality and incorrectly blamed the modem
  • Did not recognize absence of front-panel LEDs as a potential hardware failure
  • Provided no valid next steps, escalation, or self-help resources
  • Did not create a case or document the interaction

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the issue or provided a valid path forward; customer remained without internet and no RMA, escalation, or confirmed limitation was offered.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped basic troubleshooting (e.g., power cycle, cable check, LED verification) and did not use logical sequence; relied solely on speculation about modem or hardware defect.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly dismissed the issue as modem-related without validating router status, failed to consider possible hardware defect, and offered no best-effort support despite customer being out of warranty.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No structured diagnostic process; agent assumed cause (modem) without gathering evidence, asking about physical connections, or verifying symptoms beyond customer’s verbal description.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any tools (e.g., KB, remote diagnostics, model lookup) to confirm router behavior, firmware, or setup steps — missed opportunity to access http://myrouter.local for status verification.
T3 Partially Met No misinformation conf 89%
Some accurate info given (e.g., router relies on modem for internet), but agent incorrectly claimed E5400 has no front LED (unverified) and implied lack of front lights always means defect — not supported by documentation.
Communication
C1 Not Met Clear & professional language conf 96%
Agent failed to set expectations, frame the interaction, or guide troubleshooting; repeated vague statements without advancing the call or managing transitions.
C2 Not Met Confirmed understanding conf 95%
Agent used technical terms without simplification, did not confirm understanding, and ignored customer’s lack of computer access when suggesting modem test.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided ownership by blaming ISP/modem without verification and offered no follow-through; did not attempt resolution or transfer to appropriate support tier.
O2 Not Met Proactive follow-through conf 96%
No clear next steps were established; agent suggested impossible action (connect computer to modem) without alternative path for customer who lacks one.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced or observable; this appears to be first contact with no handoff involved.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Escalation was warranted due to unresolved hardware suspicion and customer frustration, but agent did not escalate or even suggest it as an option.
E2 Not Met Escalation prep & handoff conf 94%
Since no escalation occurred despite being warranted, E2 cannot be Met; failure to initiate escalation invalidates proper execution.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy; ignored customer’s statement 'I've called three times' and did not acknowledge emotional distress or repeated effort.
X2 Not Met Tone & rapport conf 96%
Agent maintained a detached, repetitive tone and failed to adapt to customer’s urgency, confusion, or limited resources (no computer).
X3 Not Met Overall experience conf 95%
Customer had to repeat information and was asked to perform infeasible steps; agent increased effort instead of reducing it by offering workarounds.
Call Transcript23 turns · 24 lines
Speaker 2
Welcome to links is 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.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your links this product, and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.com.
00:00
Speaker 1
Hi, I've heard a call three times today. I can't do it by myself. I'll just pay for you guys to help me. [silence] It's 30 N as in Nancy 1 0 M as in Mary 2 A as in Apple D as in Dad 1 8 1 9 3.
01:00
Speaker 2
You can also connect with other users for tips and guidance at reddit.com. Thank you for calling Linksys. This is Ice. How can I help you? Let me see. Let me check first. Dr. What's the serial number of your Linksys router? [silence]
01:00
Speaker 1
well yeah but cuz I'm trying to do what you guys are sending me and emailing me and nothing is coming out there's supposed to be lights in the front of the thing there's no lights in the front there there's supposed to be lights I don't see any lights [silence]
02:00
Speaker 2
All right. So your Linksys router is model E5400. Okay. And you want to apply for the paid connect. So you mean to say your router is not showing any lights on its LED? Uh-huh. Then it could be that the issue is your router itself, the hardware of your router or the internet package you are subscribed to.
02:00
Speaker 1
Okay. Okay. Okay, so what are you suggesting? Okay, so – well, is there an LED indicator? Because honestly, I don't see one. So I need you to tell me if there is or if there isn't one on this device, so I don't know so I know that if I'm going crazy or not, because I don't see any LED indicator or lights or nothing. [silence]
03:00
Speaker 2
router, if it's not showing an LED, because even if you apply for the pay support and I help you walk you through the steps, if there is no light indicator on your LED, then it could be a defect on the LED of your router or the hardware itself of your router. So, it will just follow the guidelines and if your router doesn't show any light activity on its LED indicator, then it could only pass if
03:00
Speaker 1
There's lights in the back of it. In the front of it, there's nothing. Can you confirm if there's lights in the front or not? Thank you. Okay. Thank you. That way I know I'm not going crazy. [silence] but I've already done it. I've already, I updated it. I changed the password. I've done everything on it. still not allowing things to connect to it. I don't, I don't understand.
04:00
Speaker 2
Okay. Let me check. I see. So your router doesn't have a LED or light indicator on the front? Uh-huh. So I think you just need to follow the guidelines sent to you. If uh, it's not allowing you to connect.
04:00
Speaker 1
No, I already talked to Spectrum. They did all the tests and it's not the modem, it's the router. I don't have a computer.
05:00
Speaker 2
It's probably because you have no internet connection on your, uh, Did you uh, verify it by connecting a computer directly to your Spectrum modem? I mean, uh, because Mm-Hmm. Because, um, we cannot, ah, uh, conclude that, what the Spectrum said is, correct. If we cannot verif- ah, by connecting a computer directly to your Spectrum modem, or if a Spectrum person of
05:00
Speaker 1
[silence] They already came. They came today. That's what they came to do. I don't, I just, I just need this internet to work like, oh my god. Like, I need, I like I need somebody to help me. [silence] Oh, I did everything. It kept saying, um, no internet connection, no internet connection. So then I called Spectrum like they told like the guy had just left and they told me, no, everything is perfectly fine on RN. They ran a speed test. They told me how to do it on the app. So then I called you guys.
06:00
Speaker 2
Really came to check on your modem, and there is no problem with the hardware of your modem. All right, so walk me through how did you – Walk me through – how did you set up your router? Because the instructional guide is very easy, so you should be able to set up your router.
06:00
Speaker 1
and then one of you guys told me that y'all apps app doesn't work, so I downloaded it for nothing, so now I'm doing it on that my router local whatever website thing. I did what it told me to do. I updated it. I and it's still not working. Oh, I connected I followed the steps. I connected what I had to the spectrum man did it too. The ethernet cable. Yes.
07:00
Speaker 2
The speaker asks, "So how'd you set up your Linksys router, already have the steps or you're able to login in your router settings?"
07:00
Speaker 1
Yes, it's that blue screen with the white in the middle and it tells you the the black little strip the the whatever the configuration the all of that I'm seeing all of that. I did the update it it tell it told me to do the agreement thing. I changed the password. I I went through all those steps already. Then why am I not able to? So it's an easy
08:00
Speaker 2
are you sure? Uh, then what's, uh, can you see on the dashboard on your router settings? alright, so, if you went all the steps already, then you should be able to connect to your internet. And, if, uh, it says you're connected, but without internet, then it only means that it's not getting any internet supply from your modem. Unless it says, unless it says, uh cannot connect. So if you're able to connect to the wifi since you're able to update it and create a wifi name, if you're able to connect to the Linksys router SSID or wifi name and it says connected, but without internet then it only means it it's it's not the router itself, it's the modem that doesn't supply you internet. Because your router or relies heavily on your modem and the modem is the one that provides or supplies internet. Uh you have to know, uh ma'am, that the main function of your router is to broadcast your internet so that you can access your internet. But if
08:00
Speaker 1
okay [silence] I logged into that link thing, that- my router.local whatever it's called. [silence] Yeah, I did all of that. I-
10:00
Speaker 2
it doesn't get any supply from coming from your modem, then it doesn't uh it will not be able to uh let you access your internet. So you log into your router's weather. Did you log into the router's IP or the router's web local web user? And so you were able to create a Wi-Fi name and password. Since you have did all of that, then you basically have [ silence ]
10:00
Speaker 1
So then, it's not you guys.
11:00
Speaker 2
Sure. Have you set up your router? So the next thing is to connect to your router. Since it is broadcasting your router SSID, then you have followed the instructional guide. So, yes, because if you have, you mentioned that you've already followed all the instructional guide and you've already set up your router SSID, then when you are able to connect to the SSID, but you're not getting internet, then it only points to your modem. Because your router could be set up with or without internet, but your router doesn't really uh...
11:00
Speaker 1
Okay, so I'm here and it tells me it tells me system status, I'm here router. Router information, it gives me all that. Um, internet connection, it gives me all that. IP v6, gives me all of that, like, like where do I go? Okay. All right, thanks.
12:00
Speaker 2
so supply your intern net it's your modem so if you're able to see all that settings it normally means to have already set up your water
12:00