V2 Rubric Detail — 6673ad3c-69da-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 23:23
Duration
12m 41s
Contact
Adam Taylor
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00133689
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7450_No Internet Connection

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication3.75/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall31.2% (-24.8)

V2 Grader Summary

The agent correctly identified the EA7450 as out of warranty but failed to provide any best-effort troubleshooting, such as guiding the customer to check the admin interface or perform a proper power cycle. Despite the OOW status, the agent disowned the case, offered only paid support or a new purchase, and provided no actionable next steps, resulting in an ownership gap. Technical accuracy was maintained, but lack of tool use, empathy, and customer ownership undermined the interaction.

V1 Case Analysis

Customer unable to get internet on EA7450 router; Wi‑Fi shows but no connectivity. Agent suggested testing the modem directly, explained button functions, and offered paid support. No router-side diagnostics performed. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and identified ISP (Spectrum)
  • Explained function of blue (WPS) and red (factory reset) buttons
  • Advised direct connection to modem to test internet
Key Observations
  • Agent correctly identified the router model (EA7450) and ISP (Spectrum).
  • Accurate explanation of WPS (blue) and factory reset (red) buttons aligned with KB guidance.
  • Modem-test suggestion was valid but not followed by router-side diagnostics (WAN status, DHCP, firmware).
  • Warranty status was stated as out of warranty without verification, potentially misleading the customer.
  • Minimal troubleshooting path; no attempt to access router interface or check firmware.
Positive Highlights
  • Correctly identified the EA7450 model and collected the serial number.
  • Accurately explained the function of the blue (WPS) and red (factory reset) buttons per KB guidance.
  • Provided a correct initial troubleshooting step: bypassing the router to test the modem directly.
Agent Errors / Gaps
  • Failed to collect essential customer information (name, email, phone).
  • Did not perform basic WAN diagnostics (WAN status, IP address, DHCP) on the router.
  • Prematurely stated the device was out of warranty without verification.
  • Did not guide the customer to access the router’s web interface for connectivity settings.
  • Did not acknowledge or empathize with the customer's frustration over unresolved connectivity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the connectivity issue, offered only paid support or replacement, and closed without achieving any resolution path such as troubleshooting confirmation, escalation, or customer education on self-help.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent asked what the customer had tried and suggested checking the modem directly, but skipped key diagnostics like LED status, local admin access, or firmware check, and stopped investigation after identifying the device as OOW.
R3 Not Met Correct resolution path conf 96%
While the agent correctly identified the device as out of warranty, they immediately defaulted to selling a new product and offering paid support without attempting any best-effort troubleshooting (e.g., power cycle sequence, ISP check, factory reset guidance), violating the OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified the symptom (no internet) and explained button functions, but did not ask targeted questions about Ethernet/WAN light, admin interface access, or PPPoE settings that would narrow root cause.
T2 Not Met Appropriate tools / resources used conf 94%
The agent relied solely on verbal description and did not attempt to guide the customer to check the router’s web interface (http://192.168.1.1) — a basic, available tool that could have revealed WAN status, firmware, or configuration issues.
T3 Met No misinformation conf 99%
Agent correctly explained the red button is for factory reset and blue for WPS, accurately stated the device is discontinued, and correctly noted replacement isn’t available — all factually supported by policy and product documentation.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent followed a script and maintained basic structure but lost control during long silences, failed to set clear expectations, and did not summarize or transition effectively after identifying OOW status.
C2 Met Confirmed understanding conf 95%
Agent used plain language to explain technical terms like WPS and factory reset, and avoided jargon, adapting appropriately to the customer’s non-technical phrasing.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent disowned the case upon learning it was OOW, offering only paid support or a new purchase instead of continuing troubleshooting, which violates the expectation to own OOW cases with best-effort support.
O2 Not Met Proactive follow-through conf 96%
No specific next steps were provided — agent did not suggest self-help resources, guide to admin interface, or even confirm if the modem test was completed; only vague suggestions to buy a new router.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the agent did not identify a hardware fault or customer request for escalation.
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 97%
Agent failed to acknowledge customer frustration about the router failing after years of use; responses were transactional and lacked empathy, e.g., no apology or validation of inconvenience.
X2 Not Met Tone & rapport conf 95%
Agent maintained a rigid, scripted tone despite customer’s expressed confusion and emotional investment; did not adjust pace or offer reassurance, leading to disengagement.
X3 Not Met Overall experience conf 96%
Customer was asked multiple times for serial number and model, and agent failed to use provided model (EA7450) to tailor troubleshooting, creating unnecessary repetition and effort.
Call Transcript15 turns · 15 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 one now. For out of warranty, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty option, paid support option may be available depending on the issue.
00:00
Speaker 1
[silence]
06:00
Speaker 2
Hello, thank you for calling Linksys, my name is Bell's. Is this your first time calling? Is this your first time calling Linksys Technical Support? [silence] Yeah, may I have your full name please? [silence] May I also have your email. Okay, your current phone number please verify it. [silence] And how many Linksys device do you have? [silence] May I have the serial number? Yeah, may I have the serial number?
06:00
Speaker 1
okay, thank you. do you want the model number or the serial serial number? huh? the SSSN? okay. hold on one second. okay, here we go. three two why two I'm guessing that's a zero, not O. M two C B 0 1 6 5 9. is uh E A 7 4 5 0. Spectrum.
07:00
Speaker 2
Let's start with the serial number before you provide the model and the model number. And who's your Internet Service Provider? All right. What's the problem with your link?
07:00
Speaker 1
[KEEP_UNCERTAIN] I'm just not connecting to the internet. So it's it's connecting to the 5G, which I don't use and I don't think but it's not connecting to the 2.5G, and when it's connecting to the 5G, it just says no internet connection. So I think it's it's recognizing it, but it's nothing's really happening. The front of the of the router is not blinking. It's there. I've done a bunch of resets and restarts. and So yeah, I've unplugged it both of them, Ethernet and power. And then I've also done I've pushed the reset button. I've also pushed the blue button cuz it looked like a refresh. There's a reset red one and then there's like a blue button. I just pushed it and uh seemed to kind of go through a process and come back up again. There was a little blinking light for a second. And that's I've done that. Um, I had Spectrum on the phone when I was doing it. It just goes.
08:00
Speaker 2
so you just unplug and plug in the Lynxous router? Other than that, what have you done so far?
08:00
Speaker 1
So I had them restart the modem, because I'm on the router, so I had them go and restart the main modem and I restarted the router as well. Um, yeah. Other than that, that's about it. Yeah, yeah. Okay. Okay. Okay. Yeah. Okay. Right. I've done that.
09:00
Speaker 2
Okay. If, if, um, your Wi-Fi shows no internet access, that basically mean that your Linksys router got disconnected from, the internet source. The blue button, or the red button, that's not a refresh. Blue button is just for WPS connection, if your device needs it. The red button is how you factory reset your Linksys router. It will erase all of your settings, which you will need to start from scratch. That will not refresh your connection. Okay. Refreshing or restarting, that means you just unplug, or plugged in, or switch on and off your Linksys router. But once you push that, we
09:00
Speaker 1
Yep. Sounds good. Okay. Yeah. Yeah. Okay. Yeah. Yeah. Understandable. Oh, I don't know. It's interesting, but it's it's the link's just name is coming up the same one I always use, except it's just the 5G, not the 2.5. 4.
10:00
Speaker 2
reset but then you will erase all of your settings and you have to restart again. Now, usually if you find out that you don't have internet connection, you always have to bypass your router. Your router depends on the internet source. You can check, connect your computer or laptop directly to that spectrum modem, check if that really has internet connection before you go with your linksys router. Right. Do you still have the same Wi-Fi name that you always use or it went back to the original Wi-Fi name of this linksys router? Not the 2.4. But before you've
10:00
Speaker 1
Yeah, they would both show up until the internet went down. I'm not sure. Yeah. Yeah. Yeah. I mean, a couple years now. Okay. but it's still your product. Well, then you manufacture the upgrade. You've made a newer version of that. you've made a newer.
11:00
Speaker 2
Linksys router do both of them broadcast. Okay. So that means it's working before. Um how long have you been using this linksys router? Okay. Um this router just to let you know, we no longer manufacture it anymore. It's already been out of warranty here on the record. So uh we don't have any free support or assistance for out of warranty device. We can um have an option for a paid service which you can pay $15 for one time and underfundable support just an assistance over the phone. But if the device will be deemed defective, we cannot provide any replacement or refund since we no longer manufactured this device. Or I can send you some instruction.
11:00
Speaker 1
Version of this. So you send me that one. Just because you don't make the old one anymore. You-- right? You've you've made a newer version, a better version. It's like, okay, we don't-- you know, version 1.2 isn't available anymore. Just give me version 1.3. I can't I can't order one. I can't purchase it. I can't even purchase it through you. [silence] Okay, then.
12:00
Speaker 2
Right, but it doesn't work that way. Then you go ahead and purchase uh you can purchase a newer one. You can go to Amazon or our website and you can look for the updated ones that we have. You can upgrade that one. No, we don't sell direct to our customers. We have the Amazon as our authorized distributor.
12:00