V2 Rubric Detail — 52e6551a-6522-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 23:15
Duration
38m 31s
Contact
Kevin Blankenship
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00133048
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300_Device Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.5/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall76.2% (+26.2)

V2 Grader Summary

The agent achieved a successful resolution by guiding the customer through a full router re-setup after a factory reset. However, the agent committed a material technical error by instructing the customer to configure DSL settings for a Spectrum cable connection, which contradicts documented knowledge. This inaccuracy, combined with high customer effort and limited empathy, downgrades T3 to Not Met and X3 to Not Met, despite the positive outcome.

V1 Case Analysis

Customer (EA7300) performed factory reset and reconfigured Wi-Fi via 192.168.1.1. Agent provided setup steps but did not confirm WAN connectivity. Paid support $15 collected over phone (PCI violation). Case closed prematurely.

Troubleshooting Steps
  • Collected serial number and model.
  • Explained that a factory reset requires a full re‑setup.
  • Guided through the web‑based setup wizard (192.168.1.1), SSID/password creation, and router admin password.
  • Instructed to power‑cycle WAN cable and click through setup pages.
Key Observations
  • Agent collected full credit-card information (number, expiration, CVV, name) over the phone, violating PCI DSS and Linksys protocol.
  • No verification of actual internet/WAN connectivity after setup—customer only confirmed setup wizard progress, not functional internet.
  • Agent prematurely declared resolution at [37:00] with 'your devices are now connected' despite no evidence of successful connectivity on client devices.
  • Customer expressed confusion about modem-router relationship and cable routing, but agent did not clarify topology or confirm physical connections beyond initial prompts.
  • Agent provided accurate technical steps for EA7300 setup and correctly explained WPS vs reset button functions.
Positive Highlights
  • Correctly identified the product model (EA7300) and serial number (19TNSAM70708254) [02:00–03:00].
  • Provided accurate URL (192.168.1.1) and step-by-step router setup instructions consistent with Linksys KB [18:00–32:00].
  • Explained the purpose of the blue (WPS) and reset buttons clearly, preventing future misuse [36:00].
  • Correctly advised skipping Linksys account creation when not needed [32:00].
  • Guided customer to take photos of setup screens for future reference [28:00, 31:00].
Agent Errors / Gaps
  • Unsafe handling of payment card details: verbally collected full card number, expiration date, CVV, and cardholder name without redaction or secure transfer (PCI violation) [09:00].
  • Failed to confirm that the router successfully obtained an internet connection after setup—no ping test, no client device connectivity verification beyond setup screen [32:00–37:00].
  • Prematurely closed the call declaring resolution without validating outcome [37:00].
  • Poor call control: long silences, repetitive prompts, and failure to manage customer confusion about modem vs router [20:00–25:00].
  • Did not confirm that the WAN (internet) cable was properly connected to the correct port on the router after reconfiguration [26:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirms 'Your devices are now connected and you have your Wi-Fi password' and customer verifies Fire Stick and laptop are connected.
R2 Met Diagnostic thoroughness conf 90%
Agent guides customer through full re-setup: accessing 192.168.1.1, naming network, setting passwords, and confirming device connections.
R3 Met Correct resolution path conf 90%
Agent correctly identifies device is out-of-warranty, offers $15 paid support, and proceeds with full troubleshooting—aligned with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent asks basic questions (reset method, Wi-Fi password) but fails to confirm internet type early; assumes DSL setup despite customer having Spectrum cable.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately uses the web UI (192.168.1.1) as the primary tool and interprets setup wizard prompts correctly—no additional tools needed.
T3 Not Met No misinformation conf 85%
Agent incorrectly instructs customer to enter DSL credentials for a Spectrum cable connection, misidentifying the service type and giving factually wrong guidance.
Communication
C1 Met Clear & professional language conf 90%
Agent sets clear expectations (one-time, non-refundable session), maintains control, and guides call to resolution without losing direction.
C2 Partially Met Confirmed understanding conf 70%
Agent uses simple terms but does not consistently confirm understanding; customer repeats confusion about steps, indicating gaps in adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case from start to finish, processes payment, and completes setup without transferring or abandoning responsibility.
O2 Met Proactive follow-through conf 90%
Agent clearly states session limits (one-time, no follow-up) and provides case number, setting accurate expectations for future contact.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was resolved within scope of L1 support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent says 'I understand that...' but does not explicitly acknowledge customer frustration or repeated effort; empathy is minimal and not personalized.
X2 Partially Met Tone & rapport conf 65%
Agent maintains pace but does not adjust tone or style when customer expresses confusion; communication remains one-directional at key moments.
X3 Not Met Overall experience conf 85%
Customer repeatedly asks for clarification, retakes photos, and re-reads screens; agent imposes multiple manual steps without streamlining effort.
Call Transcript60 turns · 64 lines
Speaker 1
Welcome to English support. [silence] Yes. It's Kevin Blankenship.
00:00
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 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 Hello, if you're calling Linksys my name is Mouss. Is this your first time calling? Please have your first and last name. Please have this spelling for the last name. [silence] And your current email? And also your current phone number. All right. And how many links this device do you have? May I have the serial number? [silence]
00:00
Speaker 1
Hold on. I got, uh, I got it. Uh, I got it. The serial number is 19TN SAM 70708254 is EA 7300 spectrum. Uh, I, uh, it comes on and it says that it can't connect to I can't get it connected to the, the actual
02:00
Speaker 2
You just had to check sir the serial number or s slash and on the sticker label and the model number.
02:00
Speaker 1
The signal's coming out. I plug it into the TV. It works fine. But I plug it into my router and this router's never let me down. I-it-it uh, I can't get it to connect. Yes. No, it was, working. Yes. The-the-their-their route, yeah my phone, my TV and my printer connect to that router. Right. Once. it that's what I'm talking about it will it will not is saying that it's a brand new Motorola.
03:00
Speaker 2
Was this working before or this is the first time you're going to connect this? So, what are you trying to connect to? Are you trying to connect a device to the router's Wi-Fi? So currently, they connect to the router and your phone. So, can you check if your phone is currently connected to the Wi-Fi of your router right now? You check your Wi-Fi settings. Uh, what type of phone is this?
03:00
Speaker 1
And and my, uh fire stick. to my TV. Yes, what it say it. Yes, it's right here. It is, uh, the one that come from from the factory. Now, I put in all that. No, I had chat, I had chat. No, I I changed it and I had to redo a reset on it while ago. So now it it it has to use the the factory password that which is on the bottom of the of the router. It's got a little button on the back that you push and you hold. [silence]
04:00
Speaker 2
So, you're trying to connect a brand new cell phone to the router's Wi-Fi. Fire stick of your TV. Do you know your Wi-Fi password of your router? So, you're just um yeah, but but are you sure that this is the password that you've always been using or maybe you've made a different password before? Sorry, you've reset the router. How did you reset it? [silence]
04:00
Speaker 1
And then when you let off of it, it resets. So my old, my password that I had put in there, it don't use that no more. It does away with that. Wrong. I like, so how do I do that? That's why I'm calling you. That I, I don't want to, right. But that, that, that makes sense. Hmm. I would like for you to do it because I, I don't know how to do that.
05:00
Speaker 2
Yes, it doesn't it will not use it anymore, Kevin, because you've just factory reset your router. So, what you need to do is you need to install the router all over again. Your router here appears to be out of warranty already. Then if you're asking for assistance, you need to pay for $15 in still out of warranty device is already no longer for free at this point. So we have this paid service that's only one-time and unrefundable support. If you don't want to pay, that's okay. I'll send you the instructions to your email address how to set up your router.
05:00
Speaker 1
I have split. Right, I'll pay. I will pay. I will pay. Yeah, my laptop is right here. And guess what? How can I get online with it when the Wi-Fi is not working? I understand that, but how do I do that? [silence]
06:00
Speaker 2
I'm sorry, Kevin. the device is already out of warranty. We don't have free assistance anymore, so it's either you're going to pay for $15 but if you don't want that then do you have a computer? because this requires a computer or a laptop for the router to be installed again. [silence] Wi-Fi is working, Kevin. This has internet connection. It's just that you push the reset button, it goes back to its factory settings. So you have to install the Linksys router again. You will do that since you are willing to pay for the $15, okay? Now you agree to [silence] for[silence] you currently use the [silence] one time and non-refundable technical support session. this will only last up to [REDACTED_PAYMENT_DIGITS] minutes. if in case we're unable to resolve the issue or determinant the product is defective, there's no refund or replacement since we no longer manufacture this kind of router. This service is for guidance over the phone and it does not include any follow-up sessions, okay? It may or may not work, but we'll try. we're gonna process your payment before we proceed to any steps. hold on.
06:00
Speaker 1
Okay, this, let me see. I'll get it out real quick. Hold on just one second. [silence]
08:00
Speaker 2
You may proceed with your card number if you're ready. [silence]
08:00
Speaker 1
It's for 334-7700-53-7944-23-11-31-1-28. Kevin [inaudible] okay.
09:00
Speaker 2
month then year of expiration. security code. And what is the first and last name of your card? Stay on the line, we'll process the payment here. I'll be right back. [silence]
09:00
Speaker 1
Yeah. It's, it's Windows. What, connect it to my router? Okay, hold on, I'll have to one second. Yes. Hold on, just one second.
13:00
Speaker 2
Hello? All right, thank you for staying on the line. You can check the email for the receipt of the payment of $[REDACTED_PAYMENT_DIGITS], okay? Once again, this is only one time, no follow-up sessions. What type of computer do you have? Is it a Windows or Mac? Do you have an extra ethernet cable to connect this wire directly to your Linksitz router? Yes, connect it to your router. Do you have an extra ethernet cable?
13:00
Speaker 1
? one second please i'll be right with you. Are you still there? Yes, I'm ready. Well, hold on just one second. It takes just a second. My computer is pretty fast. Uh-oh. OK, now where at what need to go? Right. Uh-huh. Make sure it's online.
14:00
Speaker 2
Yes, let me know if you're ready. Check first. Do we need to verify if your computer is now connected using a cable directly to your linksys router? And which part did you connect it to the linksys router? [silence]
15:00
Speaker 1
the only one that that cat 5 cable, cat 6 cable will connect to. There's only one port that connect. Right, it's connected to the back of my laptop. No, it's got one internet cable, internet port. All laptops only have one internet port. It's in port. It's in port one. It's in port one. Yes. Now, I need to establish a Yes, but I do not have a connection yet. I've got to make this to where it will connect. [silence]
16:00
Speaker 2
port at the back did you connect the cable? the linksys router? uh... no the linksys router has four ports right? no I'm talking about the linksys router. so you check at the back of the linksys router. okay. port one. and the internet cable is it still connected to the internet port. okay. do you have a Chrome browser? I understand. um... yeah hold on please. as I've mentioned earlier technically your router will still not connect to the internet because [silence]
16:00
Speaker 1
OK. yeah, but go ahead and give me that number again. I I I mean one nine two dot one one one one dot one dot one. OK. I mean. it says Linksys Smart Wi Fi setup and it shows my router.
18:00
Speaker 2
on the Main Address bar 192. 168.1.1 the links of smart Wi Fi set up will show up and after that set up that's the time you're going to check that you're connected to the internet. Is that clear? Okay. On the Main Address bar, you type in 192. 168.1.1 and then enter. Then what do you see in your screen so that I know if we are in the same page? [silence]
18:00
Speaker 1
Next. OK. How old? [silence] It's not got, it's still going around and around and around, it does not stop.
19:00
Speaker 2
go ahead and agree to the terms and then click on next. let me know what's the next page after you click next. [silence] what is the next page?
19:00
Speaker 1
detecting internet. See if I take the cable, the cat six cable out of the the wireless router, the Linux's router and then run it straight to my laptop. Is that what I'm supposed to be doing? it's not. is it? OK. I got it. hold on hold on I got it I got it I got it hold on. It says uh disconnect the power cord from your modem it gives all this uh wait two minutes reconnect the power cord back into your modem and wait two more minutes and it says click next. Well I know that my modem is on. It's working it's fine. [silence]
20:00
Speaker 2
okay. the reason why we're connecting your left on w I R e x t.
20:00
Speaker 1
I could plug it to my TV right now. My TV would come on.
21:00
Speaker 2
Does it say your internet? Yeah. Does it say internet cable is not connected correctly? Does it say that on this page? Go ahead. Just unplug the power cord of your modem and plug it back in right away. Once it's already rebooted, you go ahead and click next on that page.
21:00
Speaker 1
Okay. It says that the modem is back online. It says disconnect the power.
23:00
Speaker 2
OK was sat down the next on the page, our laptop.
23:00
Speaker 1
your internet connection cannot be verified. Yes, I don't have DSL. I have catered. Honey, I don't have DSL. I have Spectrum cable. I don't have DSL. Right.
24:00
Speaker 2
What does it say exactly before that instructions? It says DSL. Yeah, you've mentioned DSL. Am I correct? It says a DSL internet connection. Did the Internet provider gave you account name and password? Yeah, DSL is not an internet service provider. This is a digital subscriber line. So, your subscription is a digital subscriber line.
24:00
Speaker 1
I, uh, wait two minutes. It says reconnect the power cord and TV cable back into the modem and wait two more minutes. It's telling me to do the same thing that I just did. My modem is on and it has internet access. The internet access is running. So, right. [silence]
25:00
Speaker 2
so if the router says cannot be verified then you need to enter the settings of your DSL internet connection which your internet provider should provide you account name and then password so what does it actually tell you there on the instructions please read I understand yeah I understand that Kevin we are trying to figure out why the router is not detecting the internet it says DSL that's a different subscribe line for this type of router you have to enter a settings for that okay yeah we understand the modem is working we are done with that
25:00
Speaker 1
OK. Now, it says, OK, it says updates for your router. Keep current with the latest performance and security updates for your router. Install router update. OK, next. OK, yes, it shows my router and it shows the password that I told you about. Next. It says name. It says name, uh, Wi-Fi name. Do I need to change it to what I want to? [silence]
26:00
Speaker 2
you try to disconnect the cable at the back of the WAN of your Linksys router. Again, the internet cable on the WAN. Okay, try to disconnect that for 10 seconds. click next. You click next, please. This is where you say, hold on. Does it say name your Wi-Fi? Can you please tell me what's on the screen before you read what is in there? Yes, of course. It says this is where you say name your Linksys router.
26:00
Speaker 1
OK, I'll change the lot. 7 L TBS. 2.4, and then I'm gonna change my password. P-W-E-M-G-L-E. I don't want it to be hard. Um, Linksys. I want it to be the two point. I don't want the 5 GHz. I want the 2.4 GHz, uh, 2.4. Why? I've never had it.
27:00
Speaker 2
This is what you'll use to correct to connect to your Wi-Fi. so you can change it new or later. But right now, since you are there, then you can change the Wi-Fi name and password. You need both, Kevin. Because your router broadcast 2.4 and 5 GHz. So for example, here's what you're going to do. You put the Wi-Fi name on the 2.4, Kevin.
27:00
Speaker 1
Okay. Okay. Okay, I'll do that. Okay. Okay, I've got the I'll change him of two password again in which is that the old password and how do i do i hit okay okay I will do that. Okay, that's do that.
28:00
Speaker 2
you put the wi-fi name on the 5, Kevin 5. They should have the same wi-fi password. So you can identify this type of wi-fi name, this is the two point four. So if you have a device you need to connect to the two point four it will easy for you to connect. Please take a photo of this screen. Take a photo using your phone on that screen before you click next.
28:00
Speaker 1
Okay. I did that. Now I hit next? [silence] It's doing something because it it it was solid, now it's flashing. Wireless uh router splashing. It says almost there.
29:00
Speaker 2
So after you take a photo, click next. Yes, click next and let me know if you're on the next page.
29:00
Speaker 1
Okay. Create a router pass. It says, uh, create a router password. Okay. I'm going to do the same thing as I did to the other one. Okay, I got it. I got it. I got it. [silence]
30:00
Speaker 2
Okay, what's the next page? Okay, create a router password. This is the password if you want to open your router settings in the future. No, this is case sensitive. It has a password requirement. So, you take a photo of this. You you will only use router password if you access the settings in the future.
30:00
Speaker 1
Okay. And I'll take a picture. Okay. Got that? Okay, it says, uh, wi-fi name, Kevin LB. It tells me my password. It says, for both, it says router password. It tells that, and it says the password, uh, router password hint. So I got that. Okay.
31:00
Speaker 2
Take a photo of the router password in case you will need to access your settings in the future. Go and click next. [silence] Mm-hmm. [silence]
31:00
Speaker 1
and then I'm hitting next, it says create your Linksys smart Wi-Fi account, I don't need. Right, I'm doing that. I did, okay, it shows it shows that I'm connected. but, Okay, hold on a minute.
32:00
Speaker 2
uh no need you can skip this part. You can skip this part. Okay, what's next? Okay, very good. Now you try to connect your phone to the wi-fi name that you've created.
32:00
Speaker 1
Yes, it says connected. Okay. Almost one second. Well, I can't because the cable's undone. Well, that's not... Yeah, that that... I can... I can unconnect it. ...router. Okay. How long? Second. Okay. Hold on. I got... Okay. Let's see. [silence]
33:00
Speaker 2
Okay, now you try your Fire Stick. You can disconnect your laptop now from the router. Yeah, you can disconnect the cable from the laptop and the link list router.
33:00
Speaker 1
Okay. My fire stick says network diagnostics. I got it. [silence]
34:00
Speaker 2
you connect your fire stick uh so the same way how you will connect it to the Wi-Fi
34:00
Speaker 1
okay yourself okay now I'll do my laptop yep I'm gonna do my laptop real quick yeah somebody hold something for me uh now I want to do my uh laptop uh oh Okay, I got everything connected. Yeah, I'll put, yeah, I'll take everything and print it out. I'll, I'll take it all and write it down and print it out and save it. I don't lose stuff like that. [silence] Yeah, I mean, 'cause literally what happened was I uh was hitting the blue button, which don't do that. It wasn't doing anything. It was just, you know. The the red button, the red button. Right.
35:00
Speaker 2
All right. Very well. If you need to check again your Wi-Fi password, you just look at the photo you took on the what you call it the setup wizard earlier. Sure, there's no problem. That's okay. That's a good idea. Good idea to print it out. And um uh pushing the reset button uh that will really go back to its factory default settings. So if that happens again, you need to reinstall the router. Blue button. Yeah. Um That will not resolve actually anything. Blue button is a WPS button. If you have a device that needs WPS, that's the purpose of it. Factory reset.
36:00
Speaker 1
Right. Right. Yep. Yep, that's what I did. Yes. One host meeting. All right. And the case number is what now?
37:00
Speaker 2
is when you really erase all the settings that you've set up on the Linksys router, it will show that it's disconnected to the internet and you have to start all over again. All right, so I think we're all good now. Since this is only one time, further sessions will require another payment, all right? So I think we're all good. Your devices are now connected and you have your Wi-Fi password. All right, so thank you so much for your time. Once again, if you need to call us back, your case number is [REDACTED_PAYMENT_DIGITS]
37:00
Speaker 1
Yes. Zero four eight. Okay. Okay. But I appreciate everything that you've done. Man, I mean, I, okay. Thank you. you. too.
38:00
Speaker 2
048. Yes, that's a case number, in case if you will call Linksys again, in the future. You're welcome. Thank you for your time. All right. Have a great night. Okay, bye-bye.
38:00