V2 Rubric Detail — 62d53178-73e4-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-29 18:00
Duration
12m 51s
Contact
Joe
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135198
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Router doesn't turn on
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.50/5
Technical0.94/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall46.5% (-11.5)

V2 Grader Summary

The agent failed to follow the mandatory diagnostic sequence in universal_isp_modem_diagnostics.md, specifically skipping the direct modem test to isolate the ISP from the router. This resulted in a premature and unsupported conclusion of hardware failure. While the reset procedure was technically correct, the overall diagnostic process was fundamentally flawed, leading to a partial resolution.

V1 Case Analysis

EA8300 router powers on briefly (Linksys logo) then all LEDs off; no Wi-Fi broadcast. Factory reset (15-20s) performed - no change. Likely hardware failure. Advised replacement.

Troubleshooting Steps
  • Verified power source and LED behavior
  • Confirmed modem is working
  • Checked for Wi-Fi SSID visibility on phone
  • Performed factory reset by holding reset button 15-20 seconds
Key Observations
  • Agent provided correct factory reset instructions (15-20s hold) per universal_factory_reset.md for EA Series routers.
  • Agent did not test power adapter or suggest trying a different outlet before concluding hardware failure - a standard first step for no-LED symptoms.
  • No warranty lookup performed; agent declared device out of warranty without verification, missing potential RMA opportunity.
  • Paid support offer was made without confirming customer's willingness to proceed, which may have limited self-help options.
Positive Highlights
  • Accurately collected model (EA8300) and serial number (21P10CC698).
  • Provided correct factory reset procedure (15-20s hold) per KB guidance.
  • Confirmed modem functionality and checked Wi-Fi SSID visibility, following logical isolation steps.
  • Maintained professional tone throughout the call.
Agent Errors / Gaps
  • Did not test power adapter or alternative power source before declaring hardware failure.
  • Failed to verify warranty status with a lookup or offer RMA path despite device being out of warranty.
  • Offered paid support without first confirming customer's interest in proceeding.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent concluded hardware failure and advised purchasing a new router, but did not verify modem connection or WAN status, leaving ISP/modem issues unruled out.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed basic steps (light check, reset) but skipped essential troubleshooting: no direct modem test, no modem power cycle, no WAN verification, and no attempt to access router interface.
R3 Partially Met Correct resolution path conf 85%
Agent identified device as out-of-warranty and offered paid support, but proceeded with troubleshooting without first confirming whether the issue was with the ISP or modem — a critical omission per universal_isp_modem_diagnostics.md.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent failed to follow the logical diagnostic process required for 'no internet' scenarios. Per universal_isp_modem_diagnostics.md, the agent must first 'Confirm the Problem Is Not Your ISP' by connecting a device directly to the modem. The agent jumped to a hardware failure conclusion without ruling out the modem or ISP.
T2 Not Met Appropriate tools / resources used conf 90%
The scenario clearly required a direct modem test (connecting device directly to modem) to isolate the issue, per universal_isp_modem_diagnostics.md Step 1. Agent skipped this essential tool-based verification, relying solely on customer description.
T3 Partially Met No misinformation conf 90%
Reset instructions (15–20 seconds) are correct per universal_factory_reset.md, but the conclusion of hardware failure is unsupported. Per universal_isp_modem_diagnostics.md, 'No internet' and 'Disconnected WAN' can be caused by ISP/modem issues or manual configuration needs (PPPoE/VLAN), which were not investigated.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but had multiple long silences, unclear transitions (e.g., sudden shift to payment discussion), and did not set clear expectations about diagnostic steps before introducing paid support.
C2 Partially Met Confirmed understanding conf 75%
Agent used simple language but failed to adapt when customer expressed confusion (e.g., 'I don't understand what you mean by that'), did not confirm understanding after key steps, and used repetitive phrasing.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, performed troubleshooting steps, and did not transfer or abandon responsibility.
O2 Partially Met Proactive follow-through conf 80%
Agent gave next steps (reset, wait, check Wi-Fi), but the final recommendation (buy new router) was premature — per KB, the correct next step after failed reset is to test modem directly, not assume hardware failure.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for an out‑of‑warranty hardware fault.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologized and thanked the customer, but tone was transactional and lacked acknowledgment of customer frustration over lost internet and potential hardware failure.
X2 Partially Met Tone & rapport conf 75%
Agent maintained pace but did not adjust to customer’s repeated confusion or urgency; continued with scripted steps without checking emotional state or comprehension.
X3 Not Met Overall experience conf 85%
Agent required customer to perform reset and wait, but introduced unnecessary friction by discussing paid support prematurely and failing to guide through full diagnostic path, leading to unresolved root cause and likely repeat contact.
Call Transcript22 turns · 24 lines
Speaker 1
yes ma'am i have a i guess is called a linksys router i called my service provider they're
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. Please have your device's serial number and contact information ready. [silence] If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hello. Thank you for calling Linxes Technicx support. This is Charm. How can I assist you with today?
00:00
Speaker 1
They're telling me there's an issue with my router and they gave me yours phone number to call y'all to help me troubleshoot what's going on. They're saying no internet is going through it from the modem to the router and they asked me what lights were on the router and there is no lights on the router. Yes.
01:00
Speaker 2
All right. Now, Richard, let me assist you with this concern, but may I know what's the problem with the router? Mhm. I see all right. All right. And you confirmed that the modem is working. There is an internet connection coming from the modem. Is that correct? Okay. Can you tell me, sir, what's the model number and the serial number of this router that you have?
01:00
Speaker 1
um model number EA8300 uh serial number is 21 p 10 cc 698.
02:00
Speaker 2
Got it. How about the serial number, sir? Got it. All right. And also may I know who is your Internet service provider? Spectra. OK, please bear with me for a moment. Let me double check it here. There is no light indicator on top of the router.
02:00
Speaker 1
No, there's nothing at all on top of the router. I can power it off and power it on, and the Linksys light comes on where it says Linksys, but other than that, that's it. Well, when I when I cut it off and cut it on, it lights up for like one second, but then it cuts back off. No, nothing, nothing at all.
03:00
Speaker 2
Alright, so only the Linksys name is powered on. What's the light color, sir, of the Linksys? Okay. We will check it here. But when you observed before, sir, if it's online, is there any light status on top or no? Nothing at all, right?
03:00
Speaker 1
We lost internet uh yesterday evening. Not that I'm aware of. What about the router? Uh, college spectrum, made sure we got power going to the router, going to the modem. We disconnected the internet going to my laptop. What? Do we have, you know, I didn't do it.
04:00
Speaker 2
And how long did you observed here that this router was, um, no internet connection or about the issue? Is there any power outage or any internet outage happens? uh-huh. Uh, yes. What troubleshooting have you done so far with the router, sir? Uh, yes. What troubleshooting have you done so far?
04:00
Speaker 1
[silence] Going from the modem to the router and that's [silence] they told me to call you because we're not getting any internet out of the router. And there's no lights on the router. [silence] Yeah, my wife. I won't pull up any of the, any of the because there's no internet. It says no internet available. I don't understand what you mean by that.
05:00
Speaker 2
Hi, keyboard. And also, sir, when you go to the Wi-Fi settings in your phone, does your network still showing on the Wi-Fi list? Ah, yeah, no internet available, but is it still showing, your Wi-Fi network, or is it still broadcasting? Um, when you set it up before, sir, did you customize your Wi-Fi name, or you leave it as it is, like a [silence]
05:00
Speaker 1
who that? [silence] it's a custom name. [silence] yes it's a custom name. [silence] correct. [silence] no it's not there.
06:00
Speaker 2
All right. Is it still showing on your Wi-Fi list? The customized name? OK. So when you go to the Wi-Fi settings in your phone, there are available networks, correct? All right. Can you still see the network name you customized? Or the network name you created? It's not showing. How about the Linksys name, sir? Is it showing? OK. Got it. Mm-hmm. [silence] Okay. One moment here. Because based on the record I have here with the serial number that you have and model number, upon checking here, your device was already out of quarantine, last November 11th of [REDACTED_PAYMENT_DIGITS] And also for the out of warranty device, I could have provided a free troubleshooting over the phone. However, if you insist, I can provide a one-time non-refundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, but there is a payment of $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, sir, I just wanted to set the proper expectation also. If you don't want to proceed with the payment, what I can do is I can send you an email instead, a step-by-step instruction on how to troubleshoot the issue.
06:00
Speaker 1
Okay, is there since there's no, do I need, do we know if I need a new router or what, what's the next steps? Yes, it is. Yes, it is. The router? Yes, it's powered on.
08:00
Speaker 2
Yes, I double I double-check for you, first if this is still working. Oh, there is a hardware issue on this device. Okay can you judge check for, if the adapter, is properly plugged in at the back of the router. And also on the power source. All right. Is it on right now? Yes. Okay, so let's try to reset. It's important to note that if your device is partially powered on, you can plug in a different device on the device on the opposite side.
08:00
Speaker 1
Do I hold it for how long?
09:00
Speaker 2
reset this one, sir. So, once it successfully reset, it'll go back to its default settings. And all the devices that are connected to your router will be disconnected, and you need to set it up again if it's successful and there's no hardware issue. But if ever if this router will not um reset or still you cannot find your network name on the available network, then there might be some hardware issue of this router. So, can you press and hold, sir, the reset button of this router? Um, you need to press and hold, sir, for 15 to 20 seconds.
09:00
Speaker 1
[silence] all right alright. okay? do what? okay? okay? okay? okay? okay? okay? okay? okay? okay? okay? okay? okay? still no network and there's still no lights on the router?
10:00
Speaker 2
All right. Um, release the reset button, please. And let's wait for two to three minutes. Uh, since the device is sold. Uh, wait for two to three minutes, sir. And let's try to check your phone if the network is showing on the available networks. I think one moment here. Let's wait for a minute. That. Okay. Okay, so there kindly go to the Wi-Fi settings in your phone and refresh, um, page. And see if you can find, a linksys name on available networks.
10:00
Speaker 1
Uh, no. No links, he's saying. No. Yes. [silence] Okay. I appreciate your help.
12:00
Speaker 2
no links it's our anyValVelo name all right and also your network is still broadcasting or showing a she got it oh all right so sir since you already reset this browser but still there's no light on top of it and also the network name is not showing so I do apologize but this router was already, um, have an hardware issued so what I can highly suggest to you is to purchase a new router all right thank you so much also sir and have a good one bye
12:00