V2 Rubric Detail — 5d97217e-6eaf-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 02:58
Duration
12m 19s
Contact
Aliene Thiengmany
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00134395
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7250_No internet wired and wireless.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp0.71/5
Overall48.9% (-7.1)

V2 Grader Summary

The agent correctly identified the out-of-warranty status and offered paid support per policy, demonstrating proper resolution path selection (R3 Met). However, no meaningful troubleshooting was conducted (R2 Not Met), no root cause was pursued (T1 Not Met), and the customer was redirected to the ISP without diagnostic steps. Empathy and customer effort reduction were lacking, resulting in an Unresolved outcome.

V1 Case Analysis

Customer (Alan Thiengman) called to set up EA7250 router with wall-jack ISP (no modem). Agent confirmed out-of-warranty status (expired Nov 2022), offered $15 paid support, advised verifying ISP connectivity via wired test, and issued ticket 134395. No router setup steps (login, WAN type, SSID) were provided. Customer to contact ISP for WAN settings and call back if needed.

Troubleshooting Steps
  • Collected device and customer information (name, email, serial, model)
  • Confirmed out-of-warranty status (expired November 2022)
  • Advised checking wall-jack internet connectivity with a wired computer
  • Suggested possible WAN types (static IP, PPPoE)
Key Observations
  • Agent did not guide the customer through the router’s setup wizard or WAN configuration steps as outlined in `ea_series_router_setup.md`.
  • Paid support was offered before any free troubleshooting was attempted, which is inconsistent with best practices for out-of-warranty calls.
  • Communication was unclear and repetitive, with filler phrases like 'all right, after your after your last name' and 'the latest news late' causing confusion.
  • Agent incorrectly referred to the customer as 'Elaine' despite being told the name was 'Alan', indicating poor attention to detail.
  • No instruction was given on accessing the router’s web interface (http://192.168.1.1 or http://myrouter.local) or configuring Wi-Fi settings.
Positive Highlights
  • Accurately collected and confirmed customer name, email, serial number, and model number.
  • Correctly identified and communicated the out-of-warranty status with a specific expiration date (November 2022).
  • Provided a valid ticket number (134395) for future reference.
  • Correctly advised checking the wall-jack connection with a wired computer to isolate ISP vs. router issues.
Agent Errors / Gaps
  • Failed to provide any concrete router setup steps (login URL, Smart Setup Wizard, WAN configuration, Wi-Fi setup) despite the customer explicitly asking for setup help at [05:00].
  • Prematurely offered paid support without first providing basic self-help guidance that should be available regardless of warranty status.
  • Used excessive filler and unclear phrasing (e.g., 'all that information for me to address you with how to reconfigure your router' at [05:00]), reducing clarity.
  • Repeatedly misidentified the customer's name as 'Elaine' instead of 'Alan', undermining professionalism.
  • Did not confirm whether the customer could access the router’s web interface or check LED status, missing basic diagnostic steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ended with customer stating they would contact ISP; no resolution of router setup or connectivity achieved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent suggested checking ISP and wall port but performed no actual troubleshooting (e.g., power cycle, LED check, login to router).
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty and offered paid support per policy, aligning with OOW best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent asked only basic questions (ISP name, wall port) without probing symptoms, LED status, or connection type to determine root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (e.g., remote access, router UI login, logs) were used to verify configuration despite the need for diagnostic insight.
T3 Met No misinformation conf 95%
Information about the router being plug-and-play and the $15 paid-support fee was accurate per KB guidelines.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent collected customer info and issued a ticket but failed to set clear expectations or guide the interaction effectively.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple language but had fragmented speech and did not confirm understanding or adapt to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer unnecessarily, and provided a ticket number for continuity.
O2 Met Proactive follow-through conf 95%
Agent set next steps (contact ISP, call back if needed), gave a ticket number, and offered future support path.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or maintain.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent correctly decided not to escalate—issue was within scope of L1 or paid support, no escalation trigger present.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer’s effort, frustration, or situation; no empathy statements were made.
X2 Partially Met Tone & rapport conf 85%
Agent remained polite but did not adjust tone or check engagement; customer seemed to disengage mid-call.
X3 Not Met Overall experience conf 90%
Customer had to repeat personal details and was sent to ISP without any agent-side troubleshooting to reduce effort.
Call Transcript17 turns · 18 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 1 now. For out of warranty products, paid support. 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 sis. My name is Raquel and help us this you to day.
00:00
Speaker 1
Yeah, could you help walk me through how to set it up? Now that I've moved to new unit, serial number is 35k10m2300983. Model number? Yes, it's EA7250.
05:00
Speaker 2
all that information for me to address you with how to reconfigure your router with the new unit may have its real number found at the bottom. May have also the Model number shown at bottom. Alright, thank you. is this your first time calling lynx?
05:00
Speaker 1
Yeah, first name is A, L, I, N, E, last name, T H I E N G, M, A, N G. Yeah, it's three, one, nine, five, three, seven, one, one, seven, eight. Email address is A, V, last name, T H I E N G, M, A, N G at gmail.com.
06:00
Speaker 2
Let me create a record here as well. May have your last name. Your first name is Alan, right? How do you spell your first name? All right. And your last name. All right. Thank you. And may have also your phone number in case we get disconnected. I'll be able to call you back. All right. Thank you. And may have also your email address. All right. Thank you. All right. The latest news late.
06:00
Speaker 1
Alpha. Yes. I am not using a modem, just the router. The internet service provider that is provided by my building said to not use a modem. Yes.
07:00
Speaker 2
all right, after your after your last name after the letter m is it a for alpha or e4 Echo all right, at gmail.com, right? all right, thank you so much. And while my assistant is checking the hardware warranty and support of your linksys router, going back to the router let me check at the back of it, where it says internet or the yellow port. Is that where your modem is connected to? Okay. I see, got it. Just to check your computer, I mean your router is connected to a wall port since you have no modem or actual box. It's connected to direct, directly, okay? And do you happen to know who's the internet service provider?
07:00
Speaker 1
Yes, there are big dog tech.
08:00
Speaker 2
All right, thank you. Do I think this this is the. Okay. And here's the thing. This router is actually a plugged in play, and it should be able to connect right away and internet, from where it's connected, as long as that wall port is providing active internet. So, a possible workaround, they have a computer that can connect wired, using an ethernet cable. I see. Okay. Because here's the thing, we can further troubleshoot the router, like reset it to factory settings, check the port, if it's detected, detected by logging into its router um interface. And for that, um Elaine, just to set your expectation, upon double checking with your linksys router's warranty and support,
08:00
Speaker 1
So, uh, I would pay the $15 for you to do all those things in regards to troubleshooting the router itself, but if there is no issue and the issue is with the internet service provider, I don't get the $15 back. Is that correct?
09:00
Speaker 2
It's already ended. That was November of 2022. And for our out of warranty devices, we do have this paid support for troubleshooting that will cost you $15. That's one five. If we're unable to fix your issue or determine your device or alter is defective, no replacement or refund will be given. Would you like to avail this $15 for troubleshooting and checking the port, reset the router to factory settings? Yes. Yes. Yes, that is correct. So my best route for you is you can first check with
09:00
Speaker 1
Okay. That's probably where I'll start first. I'll see if the ISP is the issue and then I'll give you a call back if it's not.
10:00
Speaker 2
Your internet service provider, the port, the wall port. And you can actually verify if what is the internet connection type you had with them. If you have automatic, the router should be able to get internet right away or if you have a static IP that needs to be configured on the router or a PPPoE type of connection. You can get that information from them so that in case like to access the router settings, reconfigure it with the internet connection type. You can actually call us back so that we can assist if you'd like to avail with the paid support. Okay, no problem. I can give you a ticket number in case for future reference. Do you have a pen and paper to take note of this ticket number? [silence]
10:00
Speaker 1
Okay, go ahead. Mm-hmm. 1-3-4-3-9-5. Okay. [silence]
11:00
Speaker 2
All right, just for a moment, it's um generating here, just hold on. just for a second. All right, your ticket number is 133. I'm sorry, 134. 395. Yes.
11:00
Speaker 1
Sounds good. I will give my isp a call then. Thank you though bye bye. [silence] Hey uh they ring out. Did you have a chance to speak with your isp so far I haven't even called them yet. Okay. Well when you talk with them. Let them know this is the home office ahead and you don't you know you could do that a little bit. Let them know it's the home office ahead and you don't necessarily have to purchase the second line. Um I unfortunately won't have them actually have to impean their two lines off your box. Oh okay yeah. Yeah, I will let them know. Sounds good. I will give my ISP a call then. Thank you.
12:00
Speaker 2
All right. All right. This is once again Raquel. Thank you for calling Cecily Lynn, and have a wonderful night. Take care. Welcome. Bye bye.
12:00