V2 Rubric Detail — 6184992a-5eeb-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-03 01:27
Duration
9m 0s
Contact
Adrinna Castillo
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00131966
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Auto-Zero applied: T3 Not Met — Agent provided materially incorrect technical information (support.linkedin.com), which constitutes a critical failure under grading rubric (F — Non-Adherence to Accuracy).

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership2.50/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-26.0)

V2 Grader Summary

The agent failed to resolve the issue, provided a factually incorrect support URL, and used poor communication practices that increased customer effort. Despite some initial troubleshooting, the agent did not verify connectivity, use diagnostic tools, or adapt to the customer’s limitations, resulting in an unresolved case with critical technical inaccuracy.

V1 Case Analysis

EA5800 – Wi-Fi shows connected but no internet. Out of warranty. Agent provided incorrect support URL (support.linkedin.com) and failed to resolve or offer valid next steps.

Troubleshooting Steps
  • Collected model number and serial number.
  • Asked about internet provider and presence of a modem.
  • Attempted to guide customer to connect computer directly to WAN port for internet test.
Key Observations
  • Agent provided 'support.linkedin.com' — a non-Linksys, potentially unsafe domain — at [08:00].
  • Customer indicated internet may have returned on its own, but agent did not verify [07:00].
  • Agent failed to confirm email spelling or collect phone number [02:00–03:00].
  • Call ended without recap, next step, or confirmation of resolution [08:00].
Positive Highlights
  • Correctly identified product model EA5800 from serial number [02:00–03:00].
  • Attempted to isolate the issue by asking about modem and WAN connectivity [05:00].
Agent Errors / Gaps
  • Provided a completely incorrect and unsafe support URL: support.linkedin.com (non-Linksys domain) at [08:00]. This contradicts KB guidance for support URLs.
  • Failed to verify whether internet connectivity was restored, despite customer hinting it might have returned [07:00].
  • Did not confirm customer email spelling accurately — transcribed as '111 at Gmail dot com' without verification.
  • Did not collect customer phone number, a standard protocol requirement.
  • Gave no valid next steps or self-help resources for out-of-warranty product after rejecting free support.
  • Ended call without summarizing outcome or setting clear next steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer mentioned internet might be back but agent did not verify resolution or confirm functionality; issue was not confirmed resolved and no corrective action was taken.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested connecting computer directly to test internet source, which is a relevant diagnostic step, but did not complete the process or explore further troubleshooting before case closure.
R3 Partially Met Correct resolution path conf 90%
Agent identified device as out-of-warranty and offered self-service resources, aligning with OOW policy, but provided minimal best-effort troubleshooting despite customer need.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked about ISP, modem, and physical connections, showing some diagnostic intent, but failed to ask about router LED status, device list, or Wi-Fi settings that would clarify root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools (e.g., remote access, router UI check, logs) were used; agent relied solely on customer description despite needing to verify WAN status or configuration.
T3 Not Met No misinformation conf 95%
Agent provided 'support.linkedin.com' — a factually incorrect URL; correct domain is support.linksys.com, constituting materially inaccurate information.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked clear structure; agent did not set expectations, had long silences, and abruptly transitioned to website referral without managing closure.
C2 Not Met Confirmed understanding conf 90%
Agent used terms like 'modem', 'internet port', and 'connect straight' without confirming understanding; customer expressed confusion and had difficulty following instructions.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent initiated troubleshooting and attempted to guide customer but ultimately deferred to self-service without exhausting viable remote diagnostics or follow-up.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested visiting a website as next step but gave no timeline, follow-up plan, or commitment to reconnect, leaving customer without clear path forward.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was clearly warranted given the transient nature of the reported issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge customer frustration, repeated confusion, or effort; no empathetic statements or recognition of inconvenience.
X2 Not Met Tone & rapport conf 85%
Agent maintained technical, rigid tone despite customer’s fragmented communication and apparent stress; failed to adapt pace or simplify language.
X3 Not Met Overall experience conf 95%
Agent instructed customer to connect Ethernet cable to computer despite being told they only have a MacBook with no Ethernet port, creating unnecessary and impossible effort.
Call Transcript18 turns · 18 lines
Speaker 1
[silence] [silence] [Silence] [silence] hello, I'm having problems with my Wi-Fi and it says it's connected but it says the internet is not. Like it's weird. It sounds like it's connected.
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 may be available depending on your issue. To hear more about your service options, press two. Please have your devices 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. Thank you for calling Linksys. This is EP. How can I help you?
00:00
Speaker 1
It's like everything says we have Wi-Fi, nothing's working. It says Wi-Fi is connecting. Yeah. Umm Jal mom, is it the MAC? SN serial number? What'd you say? That's a very tough one. 2 6 A 1 0 6 0 3 8 0 1 7 9 1.
01:00
Speaker 2
Not online. Okay. So, all of your wireless devices. Can't go online, ma'am. Yeah, it says it's connected. It's connected, but not online. Okay. All right. Can I have the model number and the serial number of your device, please? SN. Yeah. The S slash N number. It's underneath the device itself. OK. 268410287316, 106A4 Apple 10. Okay.
01:00
Speaker 1
Yep. Yep. That is correct. [silence] Adrena. Can't hear you. Casillo. C A S T I L L O. Um, Adrena Castillo 111 at gmail.com Winni. My legs hurt. There's two ends in my. Two in my first name. [silence]
02:00
Speaker 2
Six-zero-three-eight-zero-one-seven-nine-one, correct? Okay, so you have an E-A 5800 Linksys router and Let me just create a record. Can I have your name, please? Adrina and last name? How do you spell it? And what about your email? Okay, so that's your first and last name Adrina Casil C-a-s-i-l-o-u-t-t? Okay.
02:00
Speaker 1
D-A-S-T-I-L-L-O
03:00
Speaker 2
All right. And your last name Cas-D-I-L-L-E? Oh, Castillo, L-L-O, sorry. Okay, and it's one one one at Gmail dot com. So ma'am, who is your internet provider? That is your router. Um, do you have Comcast, uh, or Xfinity? Where did you get your modem from? Do you have a a modem, which is connected to your Lynxest router? [silence] Do you see a yellow light on your wireless router?
03:00
Speaker 1
I'm guessing it's the city. I think it's the city. I think the city. I'm not sure if I don't want to wake him up though. What's a modem? No, no, we don't. We just have the link keys and that's it. We don't have we have two ethernet cables connected to it. [silence]
04:00
Speaker 2
So the reason we need to know that, ma'am is because we need to make sure as well that you have internet or active Internet connection with your Internet provider. So who provides your Internet? Well, aside from Linksys, what's the brand of your modem, by the way? Do you have a box connected to your Linksys router?
04:00
Speaker 1
Yes.
05:00
Speaker 2
Correct. Where is that cable coming from? Okay. Have you verified your connection from your internet provider? Because actually, the, this Linksys router relies on your internet provider. Um, if the, your internet provider, if your modem doesn't have internet connection, then the Linksys will not get, uh, a connection as well. So, we can, um, configure this Linksys router, but we need to make sure that you have active internet connection with your modem. Have you tried connecting your computer straight to that cable, the one connected to the internet port at the back of your.
05:00
Speaker 1
I don't think so. no. no. Yes. Yeah. The ethernet cable that she has is not going to be able to connect into her computer. She just has a MacBook. She doesn't have like a box computer or anything like that. So I'm not sure how that's going to work. But there's two ethernet cables connected to the router and I'm not exactly sure what
06:00
Speaker 2
Do you have a computer, ma'am? Yeah, um. Can we connect that cable connected from the Internet port of your Linksys router to your computer and check if you can go online that way? Is that is your main connection? That's the, uh, that's the, uh, connection from your Internet source. So, once you have that connected, um, make sure that you're able to go online.
06:00
Speaker 1
They don't have a modem. They, so I'm not 100% sure on where they're going. What? Is it working? Okay. I mean, I don't think it's Okay. Well, we're checking something right now and it seems to be that the internet connection is back. I don't know if it's something within like the actual company that they go through as why it was down or what was going on, but I think we'll see for sure, but I think the internet might be back. Cause I think.
07:00
Speaker 2
Yeah, cause maybe the maybe the modem is actually located at the in your basement. So they have that the the the external box is there. So we just need to make sure you, you, you don't have any other um computer that we can uh check. [silence]
07:00
Speaker 1
We have too many people on the live line. All right. I'm just going to go. I think we are okay. I think it was just an internet problem and it went away. So I think we're fine. Thank you, though. Yep. All right. All right. Bye. Have a good night. [silence]
08:00
Speaker 2
Yeah. As well checking, well checking for that the sir, um, let me just inform you based on our system here, your router EA5800 is already out of warranty. Okay? And, uh, that just means it's no longer covered for free technical support. However, we can give you two options for this. Um, we do have a website which is support.linkedin.com. So you can find their articles on how to set up this router to make it communicate with your, uh, modem or with your internet provider. Okay. Yeah. Maybe you, yeah, okay. Thank you so much for your time, sir. This is Seppe from Link. So thank you for calling. Have a great night. Take care.
08:00