V2 Rubric Detail — 51149884-74ac-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 17:51
Duration
8m 13s
Contact
Tyanna Williams
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135361
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: no internet connection_E5350

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall65.3% (-2.7)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and provided technically accurate information, but failed to conduct meaningful troubleshooting or use diagnostic tools, leaving the connectivity issue unresolved. Despite accurate communication and ownership, no progress was made toward resolving the core problem, resulting in a deferral to self-help without validation of a solution path.

V1 Case Analysis

Customer reports EA8500 not connecting after ISP outage. Out-of-warranty. Agent offered $15 paid support or email with self-help steps. Customer accepted email.

Troubleshooting Steps
  • Power cycled the router (turned off and on)
  • Instructed customer to press the reset button (factory reset)
Key Observations
  • Agent correctly identified expired warranty and offered appropriate support paths (paid support or email).
  • No verification of modem/WAN status or physical connections after reset.
  • Case creation process was inefficient (requested 30 minutes to fill, collected unnecessary customer details for an out-of-warranty call).
  • Resolution relied entirely on follow-up email without confirming if the reset resolved the issue.
Positive Highlights
  • Correctly collected and verified product model (E8500) and serial number (30K10C69903155) [02:00–03:00].
  • Accurately explained warranty status and support options for out-of-warranty devices [06:00].
  • Clearly communicated the consequence of a factory reset (loss of Wi-Fi name/password) [03:00].
  • Confirmed customer's email address accurately and set clear expectations for follow-up [07:00].
  • No technical inaccuracies found in guidance (reset procedure, warranty policy, or support paths) per KB.
Agent Errors / Gaps
  • Did not verify WAN connectivity (modem status, cable integrity, ISP status) before or after reset [03:00].
  • Failed to confirm whether the factory reset actually restored internet access [03:00–07:00].
  • Inefficient case creation: requested 30 minutes to fill out a record for an out-of-warranty call with no ongoing support need [04:00].
  • Collected customer name and email unnecessarily, creating friction without operational benefit [04:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent offered email guide but did not resolve connectivity issue or guide customer through reconfiguration; outcome was deferral to self-help without confirmation of resolution.
R2 Not Met Diagnostic thoroughness conf 97%
Agent only asked about power cycling and reset; skipped essential steps like checking WAN/ISP status, verifying physical connections, or guiding login to web interface to reconfigure after reset.
R3 Met Correct resolution path conf 98%
Agent correctly identified device as out-of-warranty and offered appropriate options: paid support or free email troubleshooting guide.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Collected model/serial and asked about reset/power cycle, but failed to diagnose root cause (e.g., no questions about modem sync, PPPoE, or web UI access).
T2 Not Met Appropriate tools / resources used conf 94%
Did not use or suggest any diagnostic tools (e.g., checking http://192.168.1.1, speed test, or ISP status) despite their relevance for a non-connecting router.
T3 Met No misinformation conf 97%
All provided information (warranty status, need to reconfigure Wi-Fi, reset consequences) was technically accurate and consistent with KB (universal_factory_reset.md).
Communication
C1 Met Clear & professional language conf 95%
Agent framed interaction, collected required data, set expectations about warranty and next steps, and maintained control throughout.
C2 Met Confirmed understanding conf 94%
Agent used plain language, confirmed email spelling, and adapted tone to customer’s pace without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent created a new case record, committed to sending email, and did not transfer or abandon the case.
O2 Met Proactive follow-through conf 95%
Agent clearly stated email would be sent within three minutes and that customer could then begin troubleshooting.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given out-of-warranty status and request for basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent apologized for outage, used polite language, remained courteous, and acknowledged customer’s situation.
X2 Met Tone & rapport conf 93%
Agent matched customer’s conversational pace, confirmed understanding, and maintained a supportive tone.
X3 Met Overall experience conf 95%
Agent avoided repetition, collected necessary info once, and offered a direct path forward via email without unnecessary steps.
Call Transcript15 turns · 16 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 depending on your issue. To hear more about your service options, press two. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again,
00:00
Speaker 1
Hi. Um. Question. So, our, my, um, power went, not my power. We had a internet issue yesterday and it was resolved this morning, uh, 4:50. But my router's still not connecting. Um. It's, uh, Ghost Fiber.
01:00
Speaker 2
Press eight 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. Hi, thank you for calling Linksys technical support. This is Rio. How can I assist you, sir, for today? Oh, uh, I do apologize for any network outage, Ma'am. Oh, Anna, by the way, is your internet service provider Spectrum?
01:00
Speaker 1
30 K 10C 69903155 the model number. uh i don't uh E5 [silence]
02:00
Speaker 2
Okay, hold on. Can you confirm to me, ma'am, what's the serial number for your Linksys device please? Thank you. Ma'am, is the model number of your device? E8500? Yeah. That's at the top of the Linksys device or in the front, there will be a model number for that one or at the bottom of the device through the sticker. Model number.
02:00
Speaker 1
5, 350. I turned it off and turned it back on, yes. I've even hit the reset. Yeah. Oh. Okay. Okay. For to my knowledge, I may have called maybe like four years,
03:00
Speaker 2
uh, okay, have you tried like power cycling the router, turn it off and then turn it back on, if that would work? Mm. And still the same? Oh, all right. So then, by the way, whenever you are going to hit the reset button, you will be able to reset the router settings, meaning to say, you are going to erase your current wi-fi name and wi-fi password. So, you need to reconfigure the whole system again, from the beginning. Mm. All right. Now, uh, is this the first time, by the way, that you called Linksys? [silence]
03:00
Speaker 1
years ago when I first got it okay
04:00
Speaker 2
Oh, I see. Well, if that's the case, ma'am, we no longer have any uh record of you in the system. So, if that's the case, I'm going to create a new record for you because we've changed our case management tool a year ago. May I know your first name and last name? Thank you. How about your email address? Thank you so much. Uh can you give me at least 30 minutes? So I can just fill in everything for you in the system before we proceed. Thank you.
04:00
Speaker 1
Yes, ghost ghost, yeah. G-H-O-S-T fiber. I live in an apartment complex in Rowlett, and that's the only service they provide.
05:00
Speaker 2
So much. Again, who's your internet service provider? Ghost fiber? Google Fiber? Is that correct? Ghost. Okay. Okay, that's not a problem. Just gonna put it here in the system. All right. So, I was able to create your record for you, Ma'am, in the system. However, based on your records here, the warranty of your product has already been expired, and just to set proper expectations, that we no longer provide free technical assistance for out-of-warranty devices. However, if you still insist on asking troubleshooting guides through the phone, we can still provide you with one-time phone support lasting only for 60 minutes, but there would be a fee for that. That's $15. Now, if by chance you don't want to pay $15 for troubleshooting, what I can do for you is, for free, I can send you an email on how you can possibly troubleshoot it on your own so that you can connect back your whole system to your internet. That's through email. [silence]
05:00
Speaker 1
email please. Yes. Okay. And I just need to recreate my internet, like, my network and password. That's it. Okay. Okay. No, that's it.
07:00
Speaker 2
But which one do you prefer? Okay. Let me confirm again your email address, okay? That's T-Y-A-N-N-A Williams, W-I-L-L-I-A-M-S for gmail.com. Is that correct? All right. Okay. So ma'am, after our call, give me just three minutes. I'm going to compose an email for you and after that, you can refresh your email and you can start trouble shooting. Right? Whole system? Yes, ma'am. You need to rename your email, um, your wifi name and wifi password. Okay? All right. So anything else before I let you go?
07:00
Speaker 1
All right. Thank you so much. You too. Bye.
08:00
Speaker 2
Okay. Thank you so much for your time, ma'am. And again, if you need further assistance, you can always call us back. You have a nice day ahead. Bye-bye for now. You're welcome.
08:00