V2 Rubric Detail — 5d7398ae-7ee9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 18:33
Duration
5m 58s
Contact
803-600-8921
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#EOS00136929
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: End of Support_E5400

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
Technical0.00/5
Communication0.00/5
Ownership3.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall10.5% (-11.5)

V2 Grader Summary

The agent failed to perform any troubleshooting for the internet outage and incorrectly declared the E5400 unsupported without attempting the best-effort troubleshooting required by the OOW standard. No technical guidance was provided, and repeated communication errors regarding the customer's identity increased effort, leaving the issue unresolved.

V1 Case Analysis

No internet after power outage. Agent incorrectly stated E5400 is unsupported, performed zero troubleshooting, and failed to capture customer details accurately. No resolution provided.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to perform any troubleshooting steps (e.g., power cycle, LED check, modem verification) despite the issue being a common post-outage scenario.
  • Agent incorrectly stated that no technical assistance is available for the E5400 model without verifying warranty status or offering alternative resources.
  • Customer's name and email were misheard and misrecorded multiple times, indicating poor listening and note-taking (e.g., 'Amelia Macpherson', 'Maria', 'mom, Leah', 'A M E L I plus A').
  • No HappyFox case was referenced or created, and no serial/model verification process was documented.
  • Agent did not confirm whether the customer could access the router interface or attempt a local reset.
Positive Highlights
  • Agent remained polite and offered to send documentation, showing willingness to provide some form of follow-up.
Agent Errors / Gaps
  • Failed to verify router power status, LED indicators, or perform a reboot — basic steps required for any internet outage.
  • Incorrectly claimed the E5400 model is no longer supported; E Series routers like the E5400 are legacy but not universally unsupported — firmware updates and basic guidance are still available via self-service.
  • Misrecorded the customer's name and email address at least four times despite clear spelling ([03:00], [04:00], [05:00]), violating basic data capture protocol.
  • Did not confirm or correctly capture the product model/serial number before proceeding — though serial was provided ([02:00]), model inference was not validated against KB.
  • Offered only an email without confirming what steps it would contain or whether they would resolve the issue, leaving the customer with no actionable path.
  • Did not check if the customer could access http://192.168.1.1 or http://myrouter.local to verify settings or perform a firmware update.
  • Failed to mention or guide the customer through a power cycle of both modem and router — a standard first step for post-outage issues.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only an email with reconfiguration steps but did not resolve the internet outage; no troubleshooting or resolution path was executed.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps (e.g., power cycle, status light check, local login) were performed before declaring the device unsupported.
R3 Not Met Correct resolution path conf 95%
Agent declared the E5400 unsupported and offered no best-effort troubleshooting, violating OOW standard requiring setup/firmware/reset attempts.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms or ask relevant diagnostic questions; no logical process to determine root cause was followed.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote access, admin interface, modem test) were used despite the need for diagnostics on a connectivity issue.
T3 Not Met No misinformation conf 95%
Agent provided no technical guidance beyond stating the model is unsupported, which is not a solution to the connectivity problem.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to frame the interaction clearly, lost control during name/email verification, and showed poor call flow management.
C2 Not Met Confirmed understanding conf 96%
Agent repeatedly misheard and misspelled customer's name and email, showing failure to adapt communication to ensure accuracy.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent committed to sending an email with reconfiguration steps, showing some ownership, but skipped required troubleshooting first.
O2 Met Proactive follow-through conf 93%
Agent set a clear next step (email within three minutes) and gave a specific timeline, meeting expectations for follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was confirmed as first contact with no handoff involved.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation occurred despite unresolved hardware/software issue; agent did not evaluate escalation triggers like persistent outage.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation was attempted, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent expressed no empathy for prolonged outage; tone remained transactional without acknowledging customer frustration.
X2 Not Met Tone & rapport conf 96%
Agent did not adjust pace or style despite customer repeating information; showed no responsiveness to emotional state.
X3 Not Met Overall experience conf 97%
Customer had to repeat name and email multiple times due to agent errors, increasing effort unnecessarily.
Call Transcript11 turns · 11 lines
Speaker 2
Welcome to Linksys 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. While waiting, you may also visit support.linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result in a longer wait time. We appreciate your patience. You can also visit our website at Linksys.com or our chat support to serve a live chat. We apologize for the delay, and we'll be with you as soon as possible.
00:00
Speaker 1
Hi, I have been out of internet since last Tuesday and I'm with Spectrum in North Carolina and they said that it's my router. That's the issue which is my Linksys router. Yeah, there was a power outage on Tuesday night and I have not had power since then. I mean internet since then.
01:00
Speaker 2
Hi, thank you for calling lynx<start_of_audio> sys technical support. This is Rio, how can I assist you today? [silence] Um, just to confirm, with your internet, [silence] you did not experience network outages or power outages so far. [silence] [silence] Okay. [silence] Have you confirmed to uh your internet service provider if they have a
01:00
Speaker 1
yes, they have, they've done everything, they said that everything is good on their end, [silence] yes, the serial number is three zero in as in knight, one zero in as in marie, two A A two two seven five, [silence] yes. [silence]
02:00
Speaker 2
it a the refresh a network. Okay, got it. May I know by the way, what's the serial number for your Linsys device, please? Got it. Thank you. Bear with me. Just checking. is the product that you have there model number E5400. All right. All right. I remember by the way just to set proper expectation.
02:00
Speaker 1
of course you don't uh it's Molly McPherson M-A-L-I-A M-C-P-H-E-R-S-O-N. M-C-P-H-E-R-S-O-N [silence] Uh, it's gonna be my full name M-A-L.
03:00
Speaker 2
additional uh information the router that you have is part of our oldest router meaning to say we no longer manufacture this device and aside from that we no longer provide technical assistance for the router that you have the reason for that is because uh the product that you have even if you troubleshoot, it may not work anymore uh but I can only send you an email if you wanted to still use the device I can send you an email on how you can reconfigure your device would you like me to do that for you all right can you confirm to me first what's your first name and last name please I'm sorry can you spell your last name for me slowly what email address [silence]
03:00
Speaker 1
Sue my full name malia McPherson. Nope at holy city waffles.com H-O-L-Y C-I-T-Y W-A-F-F-L-E-S dot com W-A-F-F-L-E-S Malia M-A-L-I-A Malia M-A-L-I-A
04:00
Speaker 2
at gmail.com. That's W A double S E L.com correct? Alright. It's Amelia Macpherson is that correct ma'am? Okay, got it, thank you. Hold on, let me spell that out again, okay? That's A M E L I plus A is that correct? Hmm.
04:00
Speaker 1
No. M-a-l-i-a is the first name. Malia. Yes. M c-p-h-e-r-s-o-n. Okay, thank you.
05:00
Speaker 2
Yeah. Okay. Let me just update. Maria. Great. Let me confirm, ma'am. It's mom, Leah McPherson. All right. Gotcha. M-I-A-L-I. Correct. All right. Got it. Thank you. All right. So yes, ma'am. After our call, give me just three minutes and you'll be able to receive it in your email. Okay? You can just refresh it. Thank you so much. Thank you.
05:00