V2 Rubric Detail — 622da462-771d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 20:25
Duration
7m 35s
Contact
Debra McRee
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135845
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical2.19/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall26.4% (-29.6)

V2 Grader Summary

The agent correctly identified the device as EOL/OOW but failed to provide the correct support URL, stating 'support.lincom.com' instead of 'support.linksys.com'. No troubleshooting was attempted, and the agent provided no empathy or ownership, resulting in an unresolved case and a critical technical inaccuracy.

V1 Case Analysis

Customer unable to get internet after resetting WRT1200 AC (out of warranty). Agent provided incorrect support URL (support.lincom.com) and no troubleshooting steps.

Troubleshooting Steps
  • Collected serial number and customer contact information
  • Identified router model (WRT1200 AC)
  • Checked and confirmed warranty status (out of warranty, end-of-life)
Key Observations
  • Agent correctly identified the router model as WRT1200 AC after initial confusion with LRG300N.
  • Provided a materially incorrect support URL (support.lincom.com instead of support.linksys.com) — a clear technical accuracy failure.
  • No basic troubleshooting (power cycle, cable check, local UI access) was performed despite customer's clear setup issue.
  • Customer has no internet and was directed to a website she cannot access, making the self-help path non-functional.
  • Agent failed to provide any manual setup steps (e.g., accessing 192.168.1.1, checking WAN configuration).
Positive Highlights
  • Correctly identified the router model as WRT1200 AC after checking the serial number.
  • Accurately confirmed the product is out of warranty and end-of-life, setting correct support expectations.
  • Collected complete customer contact information (name, email).
Agent Errors / Gaps
  • Provided an incorrect support URL (support.lincom.com instead of support.linksys.com) — a material technical error contradicting the KB.
  • Failed to give any concrete setup steps (e.g., accessing 192.168.1.1, checking WAN connection type, entering PPPoE credentials if required).
  • Did not perform basic troubleshooting (power cycle modem and router, verify Ethernet connections).
  • Directed customer to use AI tool on a website she cannot access without internet, creating a circular dependency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not restore internet or configure the router; only directed customer to self-service website without confirming resolution path.
R2 Not Met Diagnostic thoroughness conf 95%
No diagnostic steps performed (e.g., power cycle, cable check, LAN test); jumped straight to self-help after identifying model.
R3 Met Correct resolution path conf 92%
Correctly identified device as out-of-warranty/EOL and offered appropriate self-service support path per policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Identified symptom (no internet) and collected model/serial, but asked no further diagnostic questions to isolate cause.
T2 Met Appropriate tools / resources used conf 93%
Used internal system to verify serial number and warranty status — appropriate and necessary tool use for scenario.
T3 Not Met No misinformation conf 90%
Provided incorrect URL: 'S-U-P-P-O-R-T dot Lincom' instead of 'support.linksys.com' — materially inaccurate information.
Communication
C1 Partially Met Clear & professional language conf 82%
Responded to customer but failed to set expectations or structure call; no framing or transitions provided.
C2 Partially Met Confirmed understanding conf 84%
Used simple language, but repeated misstatement of URL created confusion risk; no confirmation of understanding sought.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Abdicated ownership by directing customer to website without attempting resolution or follow-up commitment.
O2 Not Met Proactive follow-through conf 90%
No specific next steps, timeline, or ownership given; left customer to navigate setup independently with no support plan.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation made and none warranted — OOW/EOL device with self-service guidance appropriate.
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 92%
No acknowledgment of customer’s frustration, repair effort, or difficulty; entirely transactional tone.
X2 Not Met Tone & rapport conf 88%
Did not adapt to customer’s overwhelmed state or slow note-taking pace; continued at fixed speed without adjustment.
X3 Not Met Overall experience conf 90%
Forced customer to use another device to access support, re-learn setup, and perform all steps alone — high effort imposed.
Call Transcript14 turns · 15 lines
Speaker 1
[silence] hang on please. [sound] sorry. [sound] know what happened with the phone there. [sound] die calling [silence] because [silence] I have a links [silence] that I've had for a [silence] long time. me are you there? mhm me okay.
00:00
Speaker 2
Welcome to Lynx's 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. Lynx's.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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. Thank you for calling Lynxs. Yes ma'am. Yeah,
00:00
Speaker 1
So, um, so recently, like, last week, my computer had some kind of issue on it. I guess somebody didn't hack it, but they spoof it. And so, I couldn't get it to restart. So, I took it into a repair shop. I've been going to this guy for years for cell phones and computers, and he showed me, he set everything back to factory level on the computer. Well, I got home, and I'm not, and I put everything back, and waited a bit before I unplugged everything from, you know, the router and the modem. And, but I don't have internet. And so, I'm looking at all of the things that I've got on disk and the little brochure that has disk in it that, um, sort of gives you a nutshell of, you know, this and that. Um, I don't know where the CD is. Is it possible to get a replacement CD so that I can set up everything once again?
01:00
Speaker 2
I'm here. Okay. Yeah. Oh, actually uh we don't have that available ma'am. But we
01:00
Speaker 1
Okay, You're gonna have to wait. Hold on a minute. Um so the serial number is at the is at the very top. it says S dash N. that's the S dash N. oh ok. uh one six.
02:00
Speaker 2
Connect to the router manually without the disc. What is the model number and the serial number of your wireless? [silence] number. [silence] underneath the router. Yes, [silence] that's it. L-R-G300N.
02:00
Speaker 1
R206076012616879 yes, my name is Deborah McCreary. Ema's in Mary, C is in Charlie, R is in Romeo, E, E is in Echo, Echo.
03:00
Speaker 2
all right, so it's 16 R 2 0 6 0 7 6 0 1 2 6 5. okay, let me just check this serial number. so, okay, so you have a WRT 1 2 00 AC, and let me just, okay, let me create a signal, ma'am. can I have your name? how do you spell your last name, Deborah?
03:00
Speaker 1
It's McCreebee, like a bumblebee, my last name, lowercase, so it's M-C-R-E-E-B-E-E at yahoo.com. Yeah? Yeah, like a bumblebee, right? Um, it is Cox. That's the only one. That's, that's the only one. Yes. Well, I mean, I've got TV, but I've got a streaming TV, but that's not going to work either, because I don't have Internet.
04:00
Speaker 2
can i also have your email address it's your last name B-E-E-B-E-E-B at yahoo.com and who is your internet provider Cox Okay. All right ma'am. So yeah as I've mentioned earlier there's a need for you to reconfigure it. Other devices are working or it's all of your or you only have one device which is your computer. I see. Okay. Okay. Yeah so there's really a need need for you to reconfigure the router, ma'am. So, yeah, there's a instead of using the disc you can manually set up the router by accessing the router setting, okay? Using your computer. And ma'am, upon checking here in our system, your Linksys router WRT 1200 AC, ma'am, is already out of warranty. Okay? Just shows here that it's out of warranty and it's even one of our end of life routers. The technical support the technical support for this device already ended December 2023, ma'am. Okay. So, what we can offer, Ms. Deborah, is our website. Okay. We do have a website, which is support.linksys.com. You will find there articles, okay? And how to reconfigure this particular router, this Links this router. You can
04:00
Speaker 1
Oh, I have to go use a different computer. I have to use it because I can't get on the internet, so I have to have to go and you know I I guess I should do at my own. Yeah, I'll do that. I'll do that. that must oh let me just make sure that it's written down for me. I can't write as fast as you can talk. Let me get the little thing that has a discount maybe your web address to what you're seeing and it listed there, maybe or I could just call. [silence] Or I could just call [silence]
06:00
Speaker 2
Can also take advantage of our AI tool at the bottom, right? So you just need to ask AI to set up how to set up this WRT 1200 AC. So it will give you instructions. Yeah. If you can't use your phone, if you're able to use your phone, then you can do that. The website is yeah, the website is support.linksys.com. Yes. Okay, sure. No problem.
06:00
Speaker 1
a new router that issued by them and then they'll help me but because they didn't issue this, they won't help me. Support.link.com. that your website. SupportHTTP. Okay. I got it right here. Yeah. I never had to spill it. All right. I'll do that on my phone. All right. Thank you. All right. Bye bye.
07:00
Speaker 2
Yeah, that would be also another option. Yes, that would be support, yeah, S-U-P-P-O-R-T dot Lincom. L-I-N-K, S-Y-S dot com. All right, Ma'am. Thank you so much for your time. This is Deborah. This is Epi from Lincom. Thank you for calling. You have it.
07:00