V2 Rubric Detail — 60cf7354-6519-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 22:11
Duration
8m 39s
Contact
Anthony Sardina
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133041
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.00/5
Technical2.81/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp2.50/5
Overall30.6% (-27.4)

V2 Grader Summary

The agent failed to conduct meaningful troubleshooting or provide best-effort support despite the device being out of warranty. The customer was redirected to paid service or self-help without resolution, ownership, or confirmed follow-up. Key diagnostic steps like accessing the router’s web interface were not attempted, leaving the issue unresolved and the customer with increased effort.

V1 Case Analysis

Customer (EA7450) reports no internet despite devices connecting; WAN LED solid green, status LED flashing yellow. Agent could not verify serial, declared device end-of-life and out of warranty, offered $15 paid support or self-help via email and AI chatbot. No troubleshooting performed.

Troubleshooting Steps
  • Collected customer name, email, phone, model, serial.
  • Confirmed WAN LED solid green and status LED flashing yellow.
  • Asked about ISP (GoNetSpeed).
  • Asked what troubleshooting customer had already performed.
  • Offered paid-support option and self-help via web UI and AI chatbot.
Key Observations
  • Agent declared device out of warranty based solely on model age and 'end-of-life since 2023' without checking warranty database or confirming expiration date — a protocol miss.
  • No troubleshooting performed beyond confirming customer-reported symptoms and actions.
  • Flashing yellow status LED was not investigated — could indicate PPPoE/VLAN authentication failure, firmware issue, or failed ISP handoff, but agent did not explore.
  • Agent assumed reconfiguration was needed without validating current settings or access to web UI.
  • Self-help path offered (email + AI chatbot) is valid for out-of-warranty context but does not constitute resolution.
Positive Highlights
  • Accurately collected and repeated back customer name (Anthony Sardina), email (93@gmail.com), phone (2073562816), model (EA7450), and serial (32Y20M29C00917) [02:00–04:00].
  • Correctly identified the support eligibility path for out-of-warranty devices and clearly presented the $15 paid-connect option [06:00].
  • Provided a clear self-help next step: accessing http://192.168.1.1 and using the AI chatbot at www.support.linksys.com [07:00–08:00].
  • Maintained a calm and professional tone throughout the call, avoiding confusion or contradictory instructions.
  • Correctly referenced the standard web UI URL (http://192.168.1.1) and support site (www.support.linksys.com) — technically accurate.
Agent Errors / Gaps
  • Declared device out of warranty without checking warranty database; relied on product age and 'end-of-life' status rather than verified warranty lookup — violates protocol for warranty-sensitive support pathing [05:00].
  • Failed to troubleshoot the actual issue: did not verify WAN settings (PPPoE/VLAN), check for correct ISP credentials, test direct modem connection, or confirm access to http://192.168.1.1 — missed basic triage steps for Internet/WAN Setup [07:00].
  • Did not investigate the meaning of the flashing yellow status LED, which is a critical diagnostic clue per Linksys KB for EA series — a missed opportunity for accurate diagnosis.
  • Assumed reconfiguration was needed without confirming current router mode (router vs bridge) or whether the customer had ever successfully configured it — led to unfounded guidance.
  • Did not confirm whether the customer could access the web UI before directing them to reconfigure — risk of sending customer down an unworkable path.
  • Failed to acknowledge or validate customer frustration; minimal empathy shown despite clear signs of customer effort and confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent offered paid support or to email steps but did not resolve the no-internet issue.
R2 Not Met Diagnostic thoroughness conf 94%
No systematic troubleshooting was performed; agent only asked what was already tried and then suggested sending steps.
R3 Not Met Correct resolution path conf 95%
Agent concluded the device was out-of-warranty and redirected to paid service without providing best-effort troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptoms (devices connect but no internet, flashing yellow LED) and asked about ISP status, but did not probe deeper (WAN IP, cable test, modem status).
T2 Not Met Appropriate tools / resources used conf 92%
No diagnostic tools (remote session, router status page) were used; the issue required checking WAN status via http://192.168.1.1, which was not attempted.
T3 Met No misinformation conf 97%
All technical statements (out-of-warranty status, need to configure via web UI, legacy model) were accurate and consistent with KB.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent introduced themselves and gathered info, but there were long silences, repeated requests for the same data, and no clear agenda set for the call.
C2 Met Confirmed understanding conf 92%
Agent used plain language, avoided jargon, and explained the next steps (email instructions or paid service) in a way the customer could understand.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership of troubleshooting; instead they handed the customer off to a paid service or an email.
O2 Not Met Proactive follow-through conf 89%
Agent said they could send an email with steps but gave no timeline or confirmation of follow-up; no commitment was honored.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent was polite but did not explicitly acknowledge the customer's frustration or repeat-contact fatigue.
X2 Met Tone & rapport conf 91%
Agent maintained a calm, professional tone throughout and responded to the customer's statements without sounding rushed or dismissive.
X3 Not Met Overall experience conf 89%
Customer was asked to repeat personal information and was left to perform all troubleshooting steps themselves, adding unnecessary effort.
Call Transcript18 turns · 18 lines
Speaker 1
Yes I have no connection. [silence] Oh hi there Dylan, yes so I'm having some trouble with my Linksys router right now. [silence] Um, so it says that uh it's on and running and all my devices are connected to it. [silence] I even tried to restart it but then it doesn't work. [silence] [music] [trance music] to reset it. [silence] [music]
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, 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 Linksys technical support. My name is Dylan. How can I help you today? Uh-huh. Oh, what seems to be the problem, sir? [silence]
00:00
Speaker 1
Yes, devices can connect to it, but when my devices do connect to it, uh, there is no Internet, like, I can't, I can't make, like a Google search or anything like that. Yes, that is correct and I've checked with my uh, modem carrier and they say that it's online, so I don't think it's a modem problem. So, on the back of it, on the on the back of it, on the bottom right of the internet port, uh, it's solid green, and then on the bottom light it's er, bottom left, excuse me, it's flashing, uh, it's flashing yellow. Yes.
01:00
Speaker 2
It says on and all your devices are able to connect, but it doesn't have internet connection. Mhm. Uh, can you tell me, sir, what's the color of the light indicator showing on your on your router? It's flashing yellow. Oh, okay. All right, sir. Uh.
01:00
Speaker 1
Anthony Sardina last name spelled S-A-R-D-I-N-A. Sardina S-A-R-D-I-N-A A is an A yes you got it uh first name Anthony. That would be my name Anthony Sardina the number is nine three at gmail. Yeah.
02:00
Speaker 2
Let me just run some verification with you and gather some information about your Linksys router, uh, in order for me to really have a better understanding and provide you an accurate resolution on this matter. But, uh, before that, let me just create a quick record here starting with your full name. Sardina. Sardina, okay. Oh, what's your name again, sir? I'm sorry. Anthony Sardina. All right. And how about your email address, sir? Anthony Sardina. I don't have to do all that. [silence]
02:00
Speaker 1
You got it. Uh yes, three five six two eight one six. You got it. Accept. The model number is EA seven four five zero and the serial number is three two Y two zero M two nine C zero zero nine one seven.
03:00
Speaker 2
okay, let me just repeat that. Sir, it's Anthony Sardina 93 gmail.com. all right. Sir, thank you so much for that. And let me also verify your phone number. That's two zero, seven three five six two eight one six. all right. thank you. Now, can you provide me the model number and serial number of your link sys router? uh, yeah, right over here. um and about the serial. all right, let me just repeat that. it's three, two Y for Yankee two, zero N for November, two nine.
03:00
Speaker 1
You got it. Uh, internet service provider is Go, uh, GoNet speed, something like that. Hang on, just one second. [silence]
04:00
Speaker 2
c for Charlie 00 917. thank you so much for that and uh... may I also confirm sir who's your internet service provider? Go NetSpeed. Okay. Go NetSpeed. mmm. um sir I can't find I can't seem to find any uh information about the serial number you've provided me. So let me just confirm it again. That's 3 2 y
04:00
Speaker 1
Did you say M or N? M as in month.
05:00
Speaker 2
N29C00917 uh n for november oh and for mic okay got it sir thank you so much for that [silence] okay [silence] and uh where can i where can i uh man let's say when did you purchase this device um yeah cause um just to set your expectations or this model is actually one of our legacy router and um it's already part of our end of life devices since 2023 which means we no longer manufacture this one and update its firmware.
05:00
Speaker 1
So, I've tried hard resetting it, unplugging the modem and turning off the router and turning it back on. I've tried changing the ethernet cable from the modem to the router and that's...
06:00
Speaker 2
also looking at the information here the device is already out of warranty uh... unfortunately sir for out-of-warranty devices we no longer provide a free troubleshooting assistance over the phone. However we do have an ongoing support through our paid connect service for a one-time fee of a $15 which you might want to consider but if you don't want to opt in with the paid connect service. I can send you an email for the Troubleshooting steps that you can perform for this kind of issue that you have. Well technically uh... just to confirm sir What Troubleshooting have you performed so far? Um hmm
06:00
Speaker 1
It's all I've really about done. [silence] Yes, I have. Both of them have clicked when I click on them and they are not coming off. [silence] Is that something I can do myself?
07:00
Speaker 2
okay have you checked have you ensured that um the the Ethernet cable or the physical connections are properly plugged in okay well as for this one sir since uh you've mentioned that you have reset the router you probably need to uh reconfigure this one for it to uh go online so you need to access the web user interface and set up the master node uh you can actually uh do it on yourself sir um it's quite it's it's actually easy um I can send you a step-by-step troubleshooting step uh [silence]
07:00
Speaker 1
OK. all right. sounds good. thank you so much. all right. thank you. [silence]
08:00
Speaker 2
Of how you can configure the mass how can you configure the router for it to go online? Yes, sir. But all right. And um in the event, sir, that you have trouble um following those steps that I'll be providing you we do have this AI agent available on our website. Just visit www.support.linksys.com. You can ask for guidance there on the chatbot available. All right, sir. You're very much welcome. Thank you for calling.
08:00