V2 Rubric Detail — 5548bfb6-758d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 20:42
Duration
12m 25s
Contact
Robbin Cotton
Issue Type
Hardware Fault
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#PR00128785
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Supcall_No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall73.0% (+37.0)

V2 Grader Summary

The agent correctly identified a recurring hardware failure on an in-warranty EA8450 and followed the appropriate escalation path to L2. Technical guidance regarding the factory reset process was accurate and consistent with the KB. While the escalation was handled well, the agent missed opportunities for deeper diagnostics and empathy, and the customer incurred unnecessary effort through repetition and delays.

V1 Case Analysis

Customer reported EA8450 reset button unresponsive and Wi-Fi not broadcasting. Agent instructed >30-second reset (incorrect per KB), observed solid blue LED, and escalated to L2 for hardware replacement. No serial number collected or warranty verified.

Troubleshooting Steps
  • Requested extended reset button press (>30 seconds).
  • Observed solid blue LED during reset attempt.
  • Confirmed no Wi-Fi SSID visible on computer.
Key Observations
  • Agent provided incorrect factory-reset procedure: KB specifies 10-20 seconds, but agent instructed >30 seconds ([03:00]).
  • No power cycle was recommended despite solid blue LED indicating possible boot failure.
  • Agent failed to collect serial number or verify warranty status, despite customer offering previous ticket number (TE00128785) and stating the device is under warranty.
  • No attempt to access router via http://192.168.1.1 or http://myrouter.local, a standard troubleshooting step for EA series routers.
  • Escalation to L2 was appropriate given suspected hardware fault, but only after incomplete troubleshooting.
Positive Highlights
  • Agent acknowledged customer frustration and used the customer’s name (Robin) to personalize the interaction.
  • Agent apologized for the hold time, maintaining professionalism.
  • Agent escalated the case to L2 promptly after recognizing potential hardware failure, ensuring a path forward.
  • Agent confirmed callback timeframe and verified contact information before ending the call.
Agent Errors / Gaps
  • Provided inaccurate factory-reset guidance: instructed >30 seconds instead of 10-20 seconds as per KB (ea_series_password_login.md).
  • Failed to recommend power cycling the router before attempting reset.
  • Did not collect the router's serial number despite customer offering previous ticket (TE00128785) and stating device is under warranty.
  • Did not verify or document warranty status through official lookup.
  • Did not attempt to access the router’s admin interface via http://192.168.1.1 or http://myrouter.local to confirm connectivity or settings.
  • Did not mention or try default WiFi credentials from label to confirm network visibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent escalated to L2 and did not resolve the reset/Wi‑Fi issue or arrange a replacement during the call.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent asked customer to hold reset longer and observed LED state, but skipped foundational steps like power cycling, checking physical connections, or attempting recovery via admin interface or cloud account.
R3 Met Correct resolution path conf 96%
Agent correctly identified likely hardware fault on in-warranty EA8450 and escalated to L2 for potential replacement — appropriate path given repeated failure after prior recovery.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent confirmed symptoms (reset button unresponsive, SSID not visible) and LED behavior, but did not probe root cause or ask about recent events to narrow down the failure.
T2 Met Appropriate tools / resources used conf 95%
No remote tools or diagnostics were available for this physical reset failure; verbal guidance was appropriate and sufficient for L1.
T3 Met No misinformation conf 97%
Instructions to press reset longer and observe solid blue LED align with standard factory reset expectations for EA series (per ea_series_password_login.md and universal_factory_reset.md); no technically inaccurate statements made.
Communication
C1 Met Clear & professional language conf 94%
Agent set clear expectations (hold time, escalation, callback within an hour), maintained control, and closed professionally despite customer frustration.
C2 Met Confirmed understanding conf 93%
Agent used plain language, confirmed device model and issue, and adapted to customer’s repetition without introducing jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and initiated escalation after personal verification of history and warranty status.
O2 Met Proactive follow-through conf 97%
Provided specific next step: L2 technician will call back within an hour; confirmed phone number for follow-up.
O3 Met Closure confirmation conf 95%
Referenced prior ticket (TE00128785) and previous recovery on May 10th, avoiding re-asking known history.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Escalation was justified: in-warranty device, repeated hardware-level failure after prior fix, beyond L1 troubleshooting scope.
E2 Met Escalation prep & handoff conf 96%
Clearly informed customer of escalation to L2, reason (hardware concern), and expected callback timeframe; confirmed contact details.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent apologized for hold but did not explicitly acknowledge customer’s expressed fatigue from repeated failures and past effort.
X2 Partially Met Tone & rapport conf 88%
Maintained neutral, professional tone but did not adjust pace or emotional alignment to match customer’s escalating frustration.
X3 Not Met Overall experience conf 92%
Customer repeated information already in system, endured unexplained silence, and faced delay via hold and callback — avoidable effort.
Call Transcript18 turns · 19 lines
Speaker 1
Hi there. I'm calling with uh, with a problem that I've had before. I have an old ticket number, if that would help. [silence]
00:00
Speaker 2
Welcome to Lynxsys support. To ensure quality service, your call may be, monitor. 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. 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. [silence] Thank you for calling Lynx Sys. This is Eppy. How can I help you? [silence]
00:00
Speaker 1
Correct. yes yes "... Yes, I can't reset the the router. The Wi-Fi, it's not discoverable anymore. The Wi-Fi part does not work."
01:00
Speaker 2
Okay, let me just uh let me check your records for using your phone number, okay? So it's Robin Cotton. Okay, and your email address is Robin at seal cover group.com. So you have an E8450 R router. Okay. So you're calling for the same concerns, sir? So you're unable to... [ Silence ]
01:00
Speaker 1
the reset, yeah yeah the the the reset, yeah the reset button is not working is it don't you need to use the reset button for that
02:00
Speaker 2
Reset it to factory. It's not. You're able to detect its default. network. Okay. So, um, have you tried doing the recovery procedure, sir? Well, if the reset doesn't work, if the, if it doesn't. Remove the current settings to, uh, to, um, set it to factory defaults, so we can try the recovery procedure.
02:00
Speaker 1
Okay. Well, let's try the recovery procedure. I've done it for 30 seconds. It says 15 seconds, so I did it for 30. Would you like me to do it longer? Okay, well, I will start pressing the reset button and you tell me you want. Okay.
03:00
Speaker 2
Okay, so have you tried pressing the reset for a shorter time like, doing it for, more than 30 seconds? Yes, please. Can we try it? I'll let you know when to let go.
03:00
Speaker 1
Okay. the lights are blue. solid, not blinking. even while pressing the reset.
04:00
Speaker 2
All right, you may let go, sir. When you press the reset button, were you able to check the lights if they're all blinking? It's solid, it's not blinking. even while pressing the reset.
04:00
Speaker 1
That's correct. [silence] I don't see any name. [silence] I am not seeing the link sys network. [silence] That's correct. [silence] I'm using a I'm using a computer.
05:00
Speaker 2
Okay, right now, the power is solid, so it's not blinking. Okay, so if you go to your wireless device, you're not seeing the default name? Okay, so you're not seeing there the Linksys network. Are you using a phone, sir? Or you're a computer. You're using a computer.
05:00
Speaker 1
Have a working reset button, and the reset button seems to not work on this this item, that's the failure point. Yes, if you look at the last last ticket, and I can give you the ticket number, I spent a very long time with a rep who we did recovered the device, but now I have the same problem, so I'm I'm done with it, right? It's under warranty. I want to get this replaced. Um, what since the last recovery? We recovered it on May 10th, 2026. Oh, I purchased it in September, September of '25.
07:00
Speaker 2
[silence]
07:00
Speaker 1
Do you want the previous ticket number or do you see it there? That's correct. That's correct. So, so I have spent with with your kind agent an extended period of time on this device. So, uh, it's, it's kind. Sure, of course. Yeah, you we. Yes, absolutely. Yes.
08:00
Speaker 2
[silence] Okay. All right. Okay, sir, I need to have this check first, okay, um with my immediate superior. So, can I put you on hold for uh three to four minutes or around five minutes? Okay, I need to talk to my immediate superior regarding this container [silence] Yeah, I do have it. Uh it's TE00128785. Is that right? Okay. Yeah. [silence] Yes. So, I also need to verify this with him, okay? Um I need to talk to them if this is already for replacement. Okay? Yeah. So, okay. Thank you so much. Just hold on please. [silence] Hello Sir Ronan. Yes hi, thank you so much for waiting. I really do apologize for the hold. I already had verified this concern with my immediate superior. Okay and uh yeah um I need to have this escalated to our L2 team. They will be calling you back within an hour. Will that be okay? Because they will be the one to process the uh whatever it is that needs to be um uh done with this device because I believe that yeah there's really a problem with the hardware. So yep um let me verify your phone number. It's 929 281 1166. [silence]
08:00
Speaker 1
That's correct. Okay, thank you. Okay. Sorry. All right, bye-bye.
12:00
Speaker 2
Yeah one one three three three, is that correct? Okay, alright, so that would be in an hour okay. One of our L2 technicians, level two technician will call you back. So thank you again for your time. So Robin this is Epi from Linksys, thank you for calling, you do have a great day. Thank you, bye bye
12:00