V2 Rubric Detail — 57ffc466-811d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 13:50
Duration
6m 40s
Contact
724-256-5256
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#EOS00137449
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership2.00/5
EscalationN/A
Customer Exp4.29/5
Overall41.2% (-14.8)

V2 Grader Summary

The agent accurately identified the EA1700 as end-of-life but failed to conduct any diagnostic troubleshooting (power cycle, WAN status check, or web interface guidance), resulting in an unresolved case. While technical information provided was correct and communication was empathetic, the lack of on-call ownership and troubleshooting effort left the customer without restored connectivity. No critical failures (abandonment, discourtesy, etc.) occurred to trigger auto-zero.

V1 Case Analysis

Customer reported no internet on E1700 router. Agent confirmed device is end-of-life and unsupported. Offered to email reset instructions but did not capture email address. No troubleshooting performed.

Troubleshooting Steps
  • Identified device model and serial number
  • Explained that the router is end-of-life and unsupported
Key Observations
  • Agent did not perform basic WAN troubleshooting (modem test, power-cycle, router login, WAN status check)
  • Agent immediately declared the device unsupported without attempting any triage steps that could have resolved the issue
  • Agent asked for the customer's email but failed to capture it, rendering the promised follow-up ineffective
  • No verification that the modem was delivering internet — a critical first step per KB
Positive Highlights
  • Agent correctly identified the router model (E1700) and serial number from customer input
  • Agent acknowledged the customer's frustration and maintained a polite tone throughout
  • Agent correctly stated that the E1700 is end-of-life and no longer supported, aligning with Linksys product lifecycle policy
  • Agent offered to send written reset instructions, which is a valid self-help path for out-of-warranty devices
Agent Errors / Gaps
  • Failure to follow standard troubleshooting flow for no-internet issues: did not test modem directly, perform power-cycle, or check WAN status in router UI
  • Did not verify warranty status explicitly; relied solely on a general end-of-life statement without confirming via serial lookup
  • Did not capture the customer's email address after requesting it, breaking the promised follow-up path
  • Provided only a promise to email steps rather than guiding the customer through a basic reset or login during the call
  • Did not confirm whether the issue was with the router or upstream (modem/ISP), violating isolation protocol

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never restored internet connectivity; only suggested buying a new router and offered to email instructions.
R2 Not Met Diagnostic thoroughness conf 96%
No systematic troubleshooting performed (no power-cycle, no modem test, no WAN status check).
R3 Partially Met Correct resolution path conf 92%
Correctly identified EA1700 as out-of-support but did not provide best-effort OOW troubleshooting before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked only a single confirmation question and did not probe symptoms, cable connections, or ISP status.
T2 Not Met Appropriate tools / resources used conf 94%
Did not use or guide customer to check router interface (192.168.1.1) to verify WAN status — a basic diagnostic step required for 'no internet' cases.
T3 Met No misinformation conf 98%
All technical statements (out-of-support status, reset behavior, ability to configure without modem) were accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent kept the call moving but did not set clear expectations or a step-by-step plan before offering an email.
C2 Met Confirmed understanding conf 94%
Agent used plain language, apologized, and avoided technical jargon; communication matched the customer's level.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent handed the problem back to the customer (buy new router, email steps) without taking ownership to resolve it on the call.
O2 Met Proactive follow-through conf 95%
Promised to send email with instructions within 3–5 minutes and obtained customer’s email address.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — issue was within scope for L1, even if OOW.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent began with an apology: 'I do apologize to hear that.'
X2 Met Tone & rapport conf 92%
Agent maintained a courteous, patient tone throughout and responded to the customer's concerns.
X3 Partially Met Overall experience conf 88%
Offered to email instructions which reduces effort, but required customer to perform all actions alone without remote assistance or real-time support.
Call Transcript14 turns · 14 lines
Speaker 1
I'm not having any luck getting on the internet, and all indications are that it's my link is my router. And I think it may need reset. But I wanted to see what you can tell me. I've talked to my local cable company and we made sure that I had uh internet coming to the house. But uh it I can't connect. Um
00:00
Speaker 2
Welcome to lynx's support to ensure quality service, your call may be monitored. certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Hello. Thank you for calling Links Technical Support. This is Sharma. my assistant. [silence]
00:00
Speaker 1
Connect to nothing. It was working fine and then all of a sudden it just quit. Well, all in the every time I try to get on it says uh, it just says no internet. When I go to my internet settings, it just says no internet access. Under the Wi-Fi for links, it says no internet. Okay, the I guess the model number is E 1700. One seven zero zero. How'd I turn it on?
01:00
Speaker 2
I do apologize to hear that. So there is an internet connection to your modem but on your router, there is no internet connection coming. Is that correct?
01:00
Speaker 1
turnt over for the serial number. 1 4 3 1 0 P 0 9 4 0 3 1 0 9. Armstrong.
02:00
Speaker 2
that is our second look. Your analyst may know who is your Internet service provider. Armstrong. All right. So based on the record, sir, with regards to this model number and serial number that you provided to me, this router was already part of our and of life and support device. It means that we don't provide technical support for this router anymore. And also, no updated firmware. What I can highly suggest the user is to get a new router that is supported by our service.
02:00
Speaker 1
Yeah, but does that just, does that just happen like one minute it's working and the next minute it's not, like is that how it, is that how it terminates, I mean, it was working fine and then all, then it's not, okay can I ask you this, there's the reset on the actual router itself, I was told that if you hit the, if you hit the reset, which I did, it had to be
03:00
Speaker 2
...you to purchase or buy a new router, the latest one. And since this router was no up-to-date firmware, the security of this router is not so secure anymore, Sir. And maybe that's a reason why you don't have internet connection because it's already outdated. But if you still want... Mhm. Yes, sir. Mhm. Mhm. Yes, sir. It may happen, sir, since there's no updated firmware and if your internet service provider, keep updating their software, this router cannot keep up to that update anymore. [silence] Mhm. Mhm.
03:00
Speaker 1
I don't know if it's reconfigured or reconnected from the Linksys. Can you is there a way I can check that to see if that I didn't do something I shouldn't when I hit the reset button? Okay, well, all right. Now, here's the thing. I don't have any internet, so I'm not going to have any email. If I unplug this router and plug it into my computer, I will get email service and and and internet service. So if you send that, will it just kind of be hanging there until I do that?
04:00
Speaker 2
Because when you press the reset button, it will go back to its default settings and you need to set it up again. So what I can do here is I can send you an email, a step-by-step instruction on how to troubleshoot it yourself, especially resetting and reconfiguring your router.
04:00
Speaker 1
The connect what I'm gonna have to do is change cables and then rehook them and change them again if you understand what I'm saying. I'm gonna take it out unplug the router and plug it into my computer so that I can get email service. So, would that work okay? Okay. And then but I need to okay, okay. I need the router hooked up to my computer before I can reset it though, right? Okay, very good. You send the email and I'll unplug it and we'll see how it goes and in the yeah, I'm probably gonna have like you say. I'm probably gonna have to get a new router, but I want to make sure first. It's like just changing the cable and plugging into my computer.
05:00
Speaker 2
Okay, I guess it will work. A. Even though the router is not yet plug into the teen to your modem, you can still set it up. So once you're done setting it up, then you can click it up back to your modem.
05:00
Speaker 1
Good job.
06:00
Speaker 2
All right. So, yes, sir. Can you maybe provide your email address on where I could send the email? Got it. All right. So, expect an email from Mr. probably within three to five minutes after we end the call. All right. Thank you so much else. Sir. Have a good one.
06:00